1. Guarantee repair - free repair, provided by the producer, in accordance with the provisions for acquisition of the equipment and binding regulatory enactments, if the terms and conditions of use and operation of the equipment determined by the producer are complied with.
2. Non-guarantee repair - paid service, if a defect has occurred to the damaged device as a result of operation, not being in compliance with the rules of the producer, such as mechanical damage, impact of moisture, installation of software not approved by the producer and elimination of other defects, not being within the scope of the guarantee repair of the producer or that has occurred due to the fault of the user.
3. If the Customer delivers the device for paid service, but does not want to perform the repair for the offered amount, in such a case the Customer shall pay for the performed diagnostics (in accordance with the price list). The price of diagnostics may change in the range between EUR 10.89 and EUR 24.20, depending on the service centre where the service is provided. Diagnostics shall include the determination of defective parts, but not the replacement thereof.
4. The Service centre shall not undertake any responsibility for damage caused as a result of dismantling the device if it is established that non-authorised repair was previously performed for the device, during which low quality and non-original spare parts are installed, or the device is used in a manner not complying with the service instructions set by the producer.
5. The Service centre shall not undertake any responsibility for deliberately or non-deliberately concealed visual and mechanical defects from the part of the Customer. For example, hiding of a crack under the thick protective sticker on the display. Besides, the Service centre shall not undertake any responsibility for damage caused to the protective sticker or protective glass as a result of dismantling the device. The Customer shall be responsible for removing the protective sticker or protective glass before delivering the device for repair.
6. The Service centre shall perform the repair as soon as possible, not exceeding the term of 15 (fifteen) working days, however the term of repair may be prolonged, depending on the availability of the damaged part in the warehouse of the Service centre, or in the case of the need to forward the telecommunication device (hereinafter referred to as - the device) to the higher level service to any of the Member States of the European Union. In such cases the Service centre shall undertake to inform the Customer via SMS message on the need to prolong the term of repair.
7. In the case if 7 (seven) calendar days have passed since the day when the Service centre has informed the Customer via SMS message, call or electronic mail, if any is available, on the need to provide a reply, comments or send accessories and the Customer has failed to reply or send accessories, the Service centre shall be entitled to return the device to the Customer without prior warning and without performing a repair. The Customer is informed that in order to provide the transaction related to the repair, the Customer has applied for, a discussion with the Service centre may be recorded.
8. Service price shall be determined by the Service centre specialists, in accordance with the price list for services provided by the Service centre. Service centre specialists shall provide more detailed explanations on the prices specified in the price list, specifics of the works to be performed, if the Customer requests this. If a non-guarantee repair is performed for the device, the Service centre shall provide a guarantee for the repair performed and parts replaced for 3 (three) months as of the day when the device is issued to the Customer. In addition, the Customer shall also have the rights provided by regulatory enactments.
9. In order to ensure the transaction, before delivery of the device for repair the Customer shall have an obligation to disable the display safety code, but if it is technically not possible - to inform the Service Centre on the safety code of the device, to remove the SIM card/-s and memory card/-s from the device and to delete personal data from the device, including contacts, galleries, calendar entries etc. The Customer shall be responsible for the storage of data of the device outside of the device. In the case of need the Customer shall provide itself with a data backup. The Customer is informed and is fully aware of the fact that the data left on the device may be irreversibly deleted. Data storage before the commencement of repair by the Service Centre shall be a paid service (in accordance with the price list) and the Customer shall have a duty to inform the Service Centre on the desire to perform data storage at the Service Centre before delivery of the device for repair.
10. The Customer shall confirm by his/her signature that the device is the property of the Customer and data provided by the Customer are true. If the Customer has provided untrue information and losses have occurred to the Service Centre as a result of this, the Customer shall undertake to cover all losses arising.
11. In order to ensure fulfilment of the transaction related to the repair, the Service Centre as a manager and the authorised persons thereof shall be entitled to process the personal data of the Customer, including name, surname, contact phone and e-mail, if any is provided, as well as data of the device necessary for the provision of the repair, including the producer of the device, model, IMEI code, complete set, description of defects, visual appraisal, security code, if any, and copies of the document certifying the purchase (transaction) of the device. Grounds for the performed data processing shall be the Customer’s application for the repair and fulfilment of regulatory enactments in relation to this. Purpose of processing shall be the provision of the transaction, including implementation of the Customer’s rights and claims related to it, communication with the Customer on the course of repair, settlement of the issues applied by the Customer and service quality control, as well as settlement of accounts and administration and recording of the repair of the device.
In order to ensure the guarantees provided for the device and Customer’s rights provided by regulatory enactments, personal data of the Customer required for the performance of repair (name, surname, contact phone and e-mail, if any is provided), data of the device and copies of documents confirming the purchase (transaction) of the device required for the provision of repair, may be delivered to the producer of the Customer’s device or a person specified by it as a manager, in order to implement the purpose of processing - provision of the repair transaction. If the Customer has applied for the service, such as delivery of the repair device, the necessary data may be provided to the cooperation partners of the Service Centre, for example, those who perform deliveries in order to be able to perform the relevant transaction. Grounds for data processing shall be the Customer’s application and the fulfilment of regulatory enactments in relation to this.
Unlike approvals, the provision of which shall be at free discretion of the Customer, the data related to a transaction shall be required for the performance of the transactions and a failure to provide them may delay the provision of the transaction in part or even in full.
The highest priority shall be granted to the Customer’s data protection in the Service Centre and the data shall be processed in accordance with the requirements of regulatory enactments for the particular purpose only and in the necessary scope only, following the principle of data minimisation, as well as in accordance with the particular ground, including the performance of transactions, provision of rights, within the framework of consents given by the Customer and for the implementation of binding regulatory enactments. Duration of data storage shall be determined in accordance with the rights provided for the Customer and in accordance with the requirements of regulatory enactments for the time period, which may be used in order to raise claims after repair, if any were to occur.
If the Customer has given his/her consent for the particular purpose, the Customer may revoke it at any time via an easily accessible way, providing a possibility to clearly identify the Customer, including by using the communication channels of the Service Centre. The consent shall be effective until the fulfilment thereof or revocation accordingly, if it is earlier. Revocation shall not affect the lawfulness of processing, which is based on the relevant consent before revocation.
Within the framework of regulatory enactments the Customer shall be entitled to receive information on his/her data, to object to processing as well as perform the correction, deletion, limitation or transfer thereof. The Customer shall also be entitled to contact supervisory authorities. This data processing privacy policy shall become as an integral part of these regulations. Broader information on the privacy policy of the Service Centre shall be available on any communication channel of the Service Centre.
12. The Customer shall confirm by his/her signature that he/she shall bear full financial responsibility for the replacement device issued for the period of repair. If the Customer is not able to return the replacement device to the Service Centre, the Customer shall undertake to cover the arising losses in the full amount. When returning the replacement device, the Customer shall have an obligation to delete any personal information, including personal data, from the returned replacement device.
13. The Service Centre shall undertake to store the device of the Customer for 20 (twenty) calendar days free of charge, counting as of the day when the Customer is informed via SMS message, call or e-mail, if any is provided, regarding the possibility to receive the device. For further storage of the device the Customer shall undertake to pay EUR 1.00 (one euro) per each next day and night.
14. The Customer, when appearing to receive the device, shall have an obligation to pay all expenses related to the received services: paid repair, diagnostics, storage of the device etc. before the receipt of the device.
15. After repair, when receiving the device, the Customer shall present and deliver a copy of the acceptance receipt to the Service Centre. If the acceptance receipt is lost, the Service Centre shall only issue the device to the person specified on the acceptance receipt. In such a case, before issuing the device, the Customer shall have an obligation to present or submit the documents requested by the Service Centre or copies thereof, certifying the identity of the Customer and relation with the device.
16. When receiving the device after repair, the Customer shall examine on the spot:
16.1 whether the received device after repair is in the same complete set as it was delivered for repair, including in relation to data to be stored on the device, if such a service has been applied to the Service Centre before delivery of the device for repair;
16.2 whether the applied defects of the device are eliminated for the device after the performed repair;
16.3 whether any new visual defects have occurred to the device after the performed repair.
When receiving the device, the Customer shall confirm by his/her signature on the receipt of issue of the device that he/she has performed the above mentioned examination, the repair of the device is performed in high quality and the Customer shall not have any complaints against the Service Centre in relation to this.