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Rules for Participation in IQOS Care Plus Program

(hereinafter – the Program)

 

Effective since February 1, 2020

  1. The Program shall be implemented by Philip Morris Kazakhstan LLP in the Republic of Kazakhstan through the website iqos.com (hereinafter – the Website) and PMK domestic trade facilities (hereinafter – IQOS stores).

 

  1. Any individual of full age that meet all the following criteria may be the Participant of the Program:
  1. He/she is registered in PMK’s IQOS Adult User Database (hereinafter – PMK Database);
  2. He/she has account on the Website;
  3. He/she has at least one IQOS tobacco heating system (hereinafter – IQOS device) with the registered serial number (bound IQOS device) with unexpired warranty period.

 

  1. Under the Program the Participant shall get the following benefits and additional services:
  1. International support of warranty cases with IQOS device in accordance with the procedure described in Appendix No.1 hereto.
  2. For non-warranty cases, IQOS device shall be replaced in accordance with the procedure described in Appendix No.2 hereto.
  3. Personal Assistant from IQOS Customer Care shall be available for consultations by phone during the first month of IQOS device use from the date of purchase by the Participant of his/her first IQOS device (only for Participants who get their first IQOS device).
  4. For non-warranty cases, IQOS devices shall be replaced in IQOS stores or by courier delivery.

 

  1. Participation in the Program shall be terminated for the Participant should the latter cease to meet at least one of the criteria listed in paragraph 2 above.

 

  1. These Rules may be amended at the discretion of PMK. Updated Rules shall come into force upon publication on the Website and in IQOS stores.

 

  1. PMK shall reserve the right to withdraw the Program without further notice or explanation.

 

  1. The Program shall operate from February 1, 2020 to January 31, 2021 and thereafter may be extended at the discretion of PMK.


 

Appendix №1

to the Rules for Participation in

IQOS Care Plus Program

 

IQOS Warranty Cases International Support Procedure

 

  1. Any Participant of the Program may address official IQOS stores located outside the Republic of Kazakhstan that provide international support for IQOS warranty cases with the request to replace IQOS device due to malfunction that falls within the scope of warranty in accordance with the Public Offer for retail sales through PMK’s domestic trade facilities and the Public Offer for retail sales through the Website.
  2. To replace IQOS device as part of the international support described in paragraph 1 above, adult IQOS device user must be registered in PMK Database, have account on the Website, and at least one IQOS device with the registered serial number (bound IQOS device) with unexpired warranty period.
  3. In case of IQOS device malfunction, the Participant shall call to international line number +41215478888. Such call to the international line number shall be paid at the Participant’s expense.
  4. When calling to the international line number, the Participant shall choose the Republic of Kazakhstan as the country of IQOS device acquisition.
  5. Republic of Kazakhstan Customer Care shall perform diagnostics of IQOS device by phone and determine if IQOS device malfunction falls within the scope of a warranty case.
  6. Should the Republic of Kazakhstan Customer Care confirm a warranty case, it shall send the request to the Customer Care in the Participant’s country of stay.
  7. Customer Care in the Participant’s country of stay shall contact the Participant and replace IQOS device in accordance with the request sent by the Republic of Kazakhstan Customer Care.
  8. List of countries that provide international support is available upon request to the Customer Care in the Republic Kazakhstan or call to international line number +41215478888.


 

Appendix №2

to the Rules for Participation in

IQOS Care Plus Program

 

 

IQOS Non-Warranty Replacement Procedure

 

  1. The Program Participant may apply for replacement of IQOS charger and/or holder (hereinafter – the Goods) previously bought from PMK due to malfunction of the Goods that does not fall within the scope of warranty in accordance with the Public Offer for retail sales through PMK’s domestic trade facilities and the Public Offer for retail sales through the Website.
  2. To replace the Goods specified in paragraph 1 above, adult IQOS device user must be registered in PMK Database, have account on the Website, and at least one IQOS device with the registered serial number (bound IQOS device) with unexpired warranty period.
  3. Non-warranty replacement may be performed only once for each model of the Goods in the Participant’s possession within 1 year from the date when the Goods of the model in question is purchased irrespective of the quantity of the Goods of such model in the Participant’s possession.
This product is not risk free and is addictive.
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