This Customer Agreement ("Agreement") constitutes a legally binding contract between Samsung Electronics Singapore Pte Ltd. ("Samsung") and you ("You") and governs Your use of the Samsung Care+ ("Services") in relation to the Samsung device purchased by You (“Device”).

By using the Services, You agree to the terms of this Agreement. If You do not agree to these terms and conditions, please do not use the Services.

1. The Services shall comprise the following:

a. 50% Savings on Out-of-warranty Repairs (One-Time per 12-month period)

i. Customer shall, within each 12-month period from the Services purchase date or the Device registration date (EULA) (whichever is later), be entitled to a one-time 50% discount off Samsung's normal repair rates for parts and labour (before GST) in respect of out-of-warranty repair performed on the Device, such as cracked screen, liquid damage, cosmetic repair, wear and tear, software restoration etc.

ii. Customer may utilize the 50% discount for out-of-warranty repair during the one-time free (per 12-month period) onsite service support or at a Samsung Customer Service Centre.

iii. Out-of-warranty repair formalities: Prior to performing the discounted out-of-warranty service/repair, Samsung's call agent or technician will:

• verify that the person requesting service/repair is the same person enrolled with the Services; 
• provide an estimated quote (before 50% discount) to Customer, which must be accepted before commencement of repair at Samsung Customer Service Centre or dispatch of onsite technician to Customer's location (in the case of onsite repair);
• require the Customer to agree in writing to Samsung's standard repair terms and conditions; and
  
• require the Customer to execute Samsung's standard waiver of data loss during service/repair. Customer shall ensure that all data in the Device has been fully backed-up prior to service or repair.

iv. Upon completion of the out-of-warranty repair, Customer shall pay the repair costs (parts and labour) to the Samsung Customer Service Centre or to the onsite technician.

v. Customers who purchase the 24-months Services may utilise the 50% discount for out-of-warranty repair up to a maximum of two times. If the Services have been fully paid for, the 50% discount may be utilised at any time within the 24-month period.

b. Free Service Support at Your Doorstep (One-Time)

i. Onsite support is only applicable for Samsung Galaxy mobile smartphones. Pick-up and return will be provided to Samsung Galaxy tablets. 

ii. Customer may, for each 12-month period from the Services purchase date or the Device registration date (EULA) (whichever is later), request from Samsung one-time free onsite service support for the Device. Customers who purchase the 24-months Services may utilise the free onsite service support up to a maximum of two times. If the Services have been fully paid for, the free onsite service support may be utilised at any time within the 24-month period.

iii. The free onsite service support will be provided based on the following terms:

• Customer shall call 1800- GALAXYS (4252997) to make an appointment. Our customer service specialists will verify if Customer is eligible for the free service support.
• Onsite service support is available within mainland Singapore and Sentosa, with the exclusion of areas that are remote or restricted zones, or places that require security pass/ clearance, such as: Pulau Ubin, Jurong Island, military camps, prisons, Alps Avenue, Changi Cargo Complex, ferry terminals, Airport Link, Tuas View Extension etc. In addition, Samsung will not provide onsite service at MRT stations, shopping centres or any other public places. The decision on suitability of service location is at Samsung's sole discretion.
• The free onsite service support shall be performed during the hours of 10.00am ~ 8.00pm on Mondays to Sundays (excluding Public Holidays).
• Samsung shall treat the free onsite service support as fully redeemed if Customer:

             - fails to cancel or postpone the appointment at least 2 hours prior to the appointed time, or
             - misses the appointment.

• If the onsite service support cannot be completed within 2 hours, Samsung will:

             - arrange for the Device to be serviced at a Samsung Customer Service Centre;

             - if requested by Customer, provide to Customer a loan device for the service duration, subject to availability and related terms and conditions; and

             - bear the cost of pick-up and return of the Device between the Samsung Customer Service Centre and Customer's location.

• Subsequent onsite service support will be chargeable at the rate as notified by Samsung to Customer at the time of booking of appointment, which can be arranged by calling 1800- GALAXYS (4252997).
• Parts and labour for Devices that are eligible for in-warranty service will be borne by Samsung. Parts and labour for devices that are not eligible for in-warranty service (i.e., service falls outside of Samsung's product warranty) are chargeable at Samsung's out-of-warranty rates. Cost of out-of-warranty service must be agreed by Customer prior to commencement of the repair service. Customer shall pay the cost of the out-of-warranty service directly to the technician. The terms of Samsung's product warranty are found at www.samsung.com/sg/support/warranty/.
• bear the cost of pick-up and return of the Device between the Samsung Customer Service Centre and Customer's location.
• Onsite formalities: Prior to performing the onsite service support, the technician will:

             - verify that the person requesting service/repair is the same  person enrolled with the Services;

             - inspect the Device to determine that it is eligible for onsite service. For example, that the Device has not been tampered with or subject to 

                unauthorised repair, Device has not been  rooted, or there is no physical damage or liquid damage;

             - require the Customer to agree in writing to Samsung's standard repair service terms and conditions; and

             - require the Customer must execute Samsung's standard waiver of data loss during service/repair. Customer shall ensure  that all data in the Device 

                has been fully backed-up prior to service or repair.

• Upon completion of the onsite service support:

- the technician will explain to the Customer the service that has been performed to the Device and verify with the Customer that the reported fault has been rectified; and

- Customer must sign on the job sheet to acknowledge that:

• the service has been performed to Customer's satisfaction and is complete; and

• any subsequent issues arising from the same fault will be treated as a new case and will not be eligible for free onsite service.

c. Diagnostic Device Check

i. Customer may during the Services coverage period, request from Samsung for assistance to perform a diagnostic device check on the Device (“Diagnostic Device Check”).

ii. Customer may utilize the Diagnostic Device Check service during the onsite service support or at a Samsung Customer Service Centre.

iii. Diagnostic Device Check formalities: Prior to performing the Diagnostic Device Check, Samsung's technician will:

• verify that the person requesting for Diagnostic Device Check is the same person enrolled with the Services;
• require the Customer to agree in writing to Samsung's Diagnostic Device Check’s terms and conditions; and
• require the Customer to execute Samsung's standard waiver of data loss during Diagnostic Device check. Customer shall ensure that all data in the Device has been fully backed-up prior to the Diagnostic Device Check.

iv. Upon completion of the Diagnostic Device Check, should there be recommendations from Samsung’s technician for Customer to do a repair on the Device and if Customer agrees to proceed with such recommended repairs, Customer shall pay the repair costs (parts and labour) including GST to the Samsung Customer Service Centre in accordance to Samsung standard warranty policy.

d. One-time Screen Replacement at $100 (One-Time per coverage period)

i. Only applicable for Galaxy Z Fold4 and Galaxy Z Flip4.

ii. Customer shall, within each coverage period from the Services purchase date or the Device registration date (EULA) (whichever is later), be entitled to a one-time screen replacement at a service fee of $100 (inclusive of GST).

iii. Customer may utilize the one-time screen replacement service for either the cover screen or main screen.

iv. Customer may utilize the one-time screen replacement service during the one-time free (per 12-month period) onsite service support or at a Samsung Customer Service Centre.

v. Repair formalities: Prior to performing the one-time screen replacement service, Samsung's call agent or technician will:

• verify that the person requesting service/repair is the same person enrolled with the Services;
• require the Customer to agree in writing to Samsung's standard repair terms and conditions; and
• require the Customer to execute Samsung's standard waiver of data loss during service/repair. Customer shall ensure that all data in the Device has been fully backed-up prior to service or repair.

vi. Upon completion of the one-time screen replacement service, Customer shall pay the service fee to the Samsung Customer Service Centre or to the onsite technician.

e. Free One-time Screen Replacement (One-Time per coverage period; for purchases during 26 July to 15 September 2023 only

i. Only applicable for Galaxy Z Fold5 | Flip5 purchased during 26 July to 15 September 2023.

ii. Customer shall, within each coverage period from the Services purchase date or the Device registration date (EULA) (whichever is later), be entitled to a free one-time screen replacement.

iii. Customer may utilize the free one-time screen replacement service for either the cover screen or main screen.

iv. Customer may utilize the free one-time screen replacement service during the one-time free (per 12-month period) onsite service support or at a Samsung Customer Service Centre.

v. Repair formalities: Prior to performing the one-time screen replacement service, Samsung's call agent or technician will:

• verify that the person requesting service/repair is the same person enrolled with the Services; 
• require the Customer to agree in writing to Samsung's standard repair terms and conditions; and
• require the Customer to execute Samsung's standard waiver of data loss during service/repair. Customer shall ensure that all data in the Device has been fully backed-up prior to service or repair.

vi. The one-time screen replacement service for Galaxy Z Fold5 | Flip5 purchased after 15 September 2023, where requested within each coverage period from the Services purchase date or the Device registration date (EULA) (whichever is later), will be subject to a service fee of $100 (inclusive of GST).  The terms in sub-paragraphs 2(d)(iii) to (vi) shall apply. Upon completion of the one-time screen replacement service, Customer shall pay the service fee to the Samsung Customer Service Centre or to the onsite technician.