Extended Warranty Service

Allianz is Hong Kong's leading Extended Warranty Service provider, our experienced team has provided professional maintenance services for more than 1 million home appliances and electronic devices.

FOR SERVICE REQUEST – CONTACT OUR CUSTOMER CARE HELPLINE

When the Product failure occurs due to an electrical or mechanical defect after the expiry of the manufacturer’s original warranty, You may contact Allianz customer care helpline to report the failure. You can find such contact information on Your Certificate.

Our experienced customer care representatives will be ready to guide you through the Support Service process. To expedite the Support Services, please ensure that You have Your Certificate readily available before placing the call. If the Product failure is not reported to us prior to repair/replacement, the repair/ replacement cost shall not be approved. To validate that Your Product is covered by the Extended Warranty Services, please ensure You keep all the proof of purchase, including Certificate and all relevant invoice or receipts of the Product.

If Your Product requires Support Service, it will be performed either on an inhome basis or at our service centre. For Products that need home testing or products whose manufacturer’s warranty covers in-home service, we will provide in-home services. If we provide in-home service for Your Product, a technician may be sent to Your home to (1) repair the Product on-site or (2) pick up Your Product for repair at an service centre. If Your Product is picked up at Your home for repair under in-home service, after repair or replacement We will deliver the repaired or replaced product to Your home at no additional cost to You. For products that do not need home testing or products whose manufacturer’s warranty does not cover in-home service, We will provide carry- in services. If We provide carry-in service on Your Product, You will be responsible for delivery or the cost of delivery of the product to our service centre for repair or replacement. Once the repair or replacement has been completed, You will be responsible for the product pickup in the service centre or the cost of the product delivery from the service centre to Your home. Please remove all contents or separate parts in the Product before the Support Service delivery as We are not responsible or liable for any lost or damaged data, content or parts of the Products during the Support Service. If in-home service is provided, You must provide a safe and nonthreatening environment for our technicians in order to receive Support Service. Repairs or replacements will be new, rebuilt or non-original manufacturer’s parts that perform to the factory specifications of the product at our option. You are responsible for backing up all software and data prior to commencement of any repair and restoring all software & data after any repair. We are not responsible for restoring software to Your Product.

Email：appliance.protector@allianz.com
Hotline：（+852）2193 5878

※Office Hours：Monday to Friday 9:00 - 17:30（Except Public Holidays）

TERMS & CONDITIONS
These Terms and Conditions, together with the Certificate we have issued, constitute the Service Contract between You and Allianz Worldwide Partners (Hong Kong) Limited, trading as “Allianz”, which shall govern the provision of Our Extended Warranty Services to You. By purchasing Extended Warranty Service, You acknowledge and agree to be bound by all the terms and conditions contained in the Service Contract.

Your Extended Warranty Service shall commence upon the expiry of the manufacturer’s warranty and shall remain in-force during the Coverage Period as shown in Your Certificate. The Product must be a newly purchased product in Hong Kong, and the purchase of the Extended Warranty Service must be made within ninety (90) days from the date of the purchase of the Product.

The provision of Support Services are subject at all times to the following：

（a）We may, in Our sole and absolute discretion, decides to repair or replace Your Product with an item of similar quality and specifications;
（b）In the event that it is more commercially practicable to replace Your Product instead of repairing it, We may in Our sole and absolute discretion replace the original Product with a similar product. Due to technological advances, the replacement product may be of lower retail value than the original Product or it may be a Refurbished Product. In such a case, You shall not be entitled to get any difference in value. If the original Product is replaced, the Services will cease from the date of replacement and the original Product shall become Our property;
（c）Based on Your selection, and as specified in the Certificate issued by Us, in the event that a failure is found not to be due to electrical or mechanical breakdown, We will be responsible for the inspection fee, and if You decide to proceed with the repair after the inspection, You shall bear the repair cost and We will not be responsible for any fees incurred beyond the inspection service.

（d）For clearance, unpacked products and/or products purchased at a discount, We reserve the right to determine the original price of the Product for the purpose of repair or replacement of the Product pursuant to this Service Contract;

（e）The Extended Warranty Service is eligible only for Products purchased in Hong Kong and Products which are for personal use;

（f）Products that have been used for commercial or other non-personal use shall be excluded from this Service Contract, and such use shall result in Your Service Contract being void; and

（g）The total coverage period including the manufacturer’s original warranty period and the coverage period of this Service Contract shall not exceed seven (7) years after the date of purchase of the Product, and any Support Service requests made beyond this threshold will not be granted.

If a Product is covered by a manufacturer’s warranty, the manufacturer’s warranty shall take precedence over this Service Contract, and the Services provided under this Service Contract shall not cover or replace the manufacturer’s warranty whatsoever. You agree to avail yourself of all rights and benefits under the manufacturer’s warranty before using any benefits available under this Service Contract.

GENERAL DEFINITIONS：

「Acts of Nature」refers to natural disaster including but not limited to earthquake, flooding, landslide, volcano, typhoon, sand storm; fire, war, invasion, act of foreign enemy, hostilities or warlike operations, civil war, civil commotion, epidemic or pandemic.
「Product Price」means the purchase price, excluding any shipping or installation cost, of the Product covered under this Service Contract.
「Authorized Repair」means the Support Service provided by the network of approved repairers and service providers appointed by Allianz, from time to time.
「Certificate」means the document We have issued to You outlining the coverage details, including the benefits and limits You are entitled to under the Service Contract.
「Coverage Limit」means the maximum, aggregate amount We will pay in regard to any inspection, repair and/or replacement delivered in regard to the Service Contract as is shown on the Certificate.
「Extended Warranty Service」means the service package provided to You by Us for provision of Support Service(s) following a mechanical or electrical defects or breakdowns incurred by Your home appliances and electronic devices.
「Product」means a home appliance or electronic device purchased in Hong Kong, for domestic and personal use in Hong Kong and covered under this Service Contract.
「Refurbished Product」means a used product that has been repaired or reconditioned, and tested to ensure full functionality.
「Service Contract」means the agreement between You and Us for the Extended Warranty Service, which comprises of the terms and conditions herein and the Certificate We have issued You.
「Support Service(s)」means arrangement of any inspection, repair and/or replacement of the Product pursuant to this Service Contract.
「We, Us and Our」refer to Allianz, the provider of the Extended Warranty Services.
「You and Your」means the person that owns the Product and is the holder of the Certificate.

PLAN BENEFITS：
The benefits entitlement under your Service Contract are provided in the Certificate.

「Inspection Service」covers the fees relating to the inspection of your Product in the event of a malfunction or defect of the Product. The Inspection Service benefit can be utilized an unlimited number of times.
「Repair Service」covers the Product’s repair costs, including parts and labor, in the event of a malfunction or defect of the Product. The Repair Service benefit can be utilized an unlimited number of times.
「Product Replacement」covers the cost of a replacement appliance or device, in the event of a malfunction or defect of Your Product which We determine to be not repairable. We shall provide a one-time replacement appliance or device at similar specification as the original Product.
「Battery Replacement」covers the costs relating to the replacement of your Product’s inbuilt battery during the first 365 days of your Coverage Period, in the event Your Product’s battery is unable to achieve the following minimum capacity levels：

(i) Below 80% of the battery capacity for Apple and Samsung branded mobile phones, tablets, laptops, and wearables (including watches).
(ii) Below 70% of the battery capacity for mobile phones, tablets, laptops, and wearables (including watches), for all other brands.
(iii) Below 50% of the battery capacity for all other Products.

The maximum amount We shall be liable for each Support Service request under this Service Contract should be the lowest amount of the following four categories: (1) the cost of Authorized Repair; (2) the cost of a replacement appliance or device having the comparable function and specification; (3) the Product Price as shown in your Certificate; (4) the remaining amount of your Coverage Limit after deducting the costs of any benefit previously used.

AVAILABILITY OF SERVICES：

While We use Our best commercial endeavors to complete service as quickly as possible, We shall not be held liable for delays caused by factors beyond our reasonable control, including but not limited to manufacturer’s delay, parts availability, shipping to a service facility or Acts of Nature.

LIMITATIONS OF LIABILITY：

The limit of our maximum liability under this Service Contract is determined by the Extended Warranty Service plan You have selected, and is specified as the Coverage Limit on the Certificate issued by Us.。

Our liability under this Service Contract shall under no circumstances, to the maximum extent permitted by law, extend to any loss or injury to a person or loss or damage to property or any incidental, contingent, special or any direct or indirect loss and consequential damages including but not limited to losses incurred due to any delay in rendering service related to this Service Contract and loss of use, loss of business, loss of data, down-time and charges for time and effort during the period that Your Product is at an repair centre, and/or while awaiting repair or replacement.

GENERAL EXCLUSIONS：

We will not be liable under the Service Contract if You do not submit the Product to an repair centre for repair for carry-in Products or if You do not raise a Support Service request with the Allianz customer care for bulky, non-carry-in Products, before the expiry of the Service Contract.

Any repair and/or servicing of a Product by an unauthorized service centre will render this Service Contract to be null and void in relation to such Product.

We shall not be liable to provide You the Services in relation to any of the following：

Negligence of any kind, omission or default.
Liability arising out of implied warranties of merchantability, implied warranties of fitness, and strict liability.
Liability to anyone other than the Service Contract holder, as the case may be, except if You transfer this Service Contract per the terms below.
Any acts of fraud, or other dishonest or criminal acts.
Property and/or product liability insurance.
Products that are still covered by the manufacturer’s / dealer’s original written warranty, or the Service Contract holder’s dealer warranty, repairer’s warranty, or any other warranties in effect.
Failures that occur prior to the purchase of the Contract.
Any defects that are subject to recall by the manufacturer / dealer.
Non-operating and cosmetic items, paint, colour, or product finish, accessories used in or with the eligible product, cables, cords, and add-on options incorporated in a product for which options are not essential to the basic function of the Product for which the Service Contract was purchased.
Software (including operating system and any stored data), defects resulting directly from software installation and or removal, computer virus, virus prevention, and other peripherals. Repairs to hardware that has been added after the Products original purchase.
Routine maintenance, cleaning, adjustments or software updates.
Abuse, misuse, burglary, theft, fire; Acts of Nature; sand, excessive heat, battery leakage, power outages or surges, inadequate or improper voltage or current (fluctuation of electrical power, lightning, static electricity), improper environment (including lack of proper temperature or humidity). Unauthorised modifications made to the Product and/or problems/defects arising from such unauthorised modifications; altered serial/IMEI numbers; repairs performed by non-authorised repairer; any items not affecting the function of the Product; image burn.
Costs of shipping or delivery charges, express service charges, transportation damage, removal or reinstallation, Products on loan during repair process, unless specifically included in the Service Contract.
Problems or defects not covered under the original manufacturer’s/dealer’s original written warranty or any other warranties in effect, unless otherwise specified in the Service Contract.
Failure to follow manufacturer’s recommended instructions for installation, operation, routine care maintenance, inspection, cleaning, external adjustments etc. including problems caused by a device that is not the Product, including equipment/accessories that are not produced by original equipment manufacturer, whether or not purchased at the same time as the Product.
Damage due to organic infestation (from internal and/or external sources).
Deterioration or spoilage of any food stored due to defect of refrigerator.
Water leakage due to blockage of drainpipe under normal use.
Commercial use (multi-user organisations), public rental, use for profit or communal use.
Any diagnosis where no defect has been found or noted.
Consumables including but not limited to vacuum cleaner bags, refrigerant; batteries (embedded batteries are excepted if the Product is replaced), bulbs, ribbons, compact discs, digital tapes, stylus, toner and ink cartridges.
External faults such as rust, wiring, electrical connection or plumbing, piping, fitting, realigning of signal receivers (poor receptions), and consequential loss of any kind.
Normal wear and tear, scratching, chewing, spilled liquids, corrosion, animal and insect infestation, fungi, bacteria, gradual deterioration including but not limited to moisture and oxidation, or damage to the Product caused by non-authorized repair personnel. Fungi shall mean any type or form of fungus, including but not limited to, all forms of mold or mildew, and any mycotoxins, spores, scents, vapors, gas, or substance, including any byproducts, produced or released by “Fungi”.
Repairs necessitated by improper maintenance, accidental, intentional physical damage, damage by sand or water, unless otherwise specified in the Service Contract.

CONTRACT TERMINATION：

This Service Contract will terminate automatically: (i) upon the Expiry Date of this Service Contract, (ii) when total aggregate Support Service costs related to the Plan Benefits have exceeded the Coverage Limit, (iii) upon replacement of the Product or (iv) upon written notification by us of termination of this Service Contract within fourteen (14) days of original purchase of this Service Contract, whichever is earlier.

TRANSFER OF SERVICE CONTRACT：

If You sell or transfer Your Product to another individual within the term of this Service Contract, You may also transfer all of Your rights and benefits under the Service Contract to such individual, provided that: (i) the transfer includes the original purchase invoice of the Product, the Certificate and these Terms and Conditions; and (ii) the person receiving the Product accepts these Terms and Conditions.

If these documents cannot be provided during the Support Service process, We reserve the right to decline the Support Service request.

GENERAL：

This Service Contract is not an insurance contract, insurance policy or guarantee. This Service Contract is not a guarantee or promise relating to the nature of the material, workmanship or performance of Your Product.

For verification purposes, You may be required by Our customer service representative to present the details provided in Your Certificate to expedite the provision of the Support Services. As such, we recommend that You keep these documents in a safe place.

PRIVACY：

By purchasing the Extended Warranty Service, You agree and authorize us to collect, use, transfer and retain Your personal information (including but not limited to name, personal ID, email address, and phone number) for all purposes associated with Our provision of the Extended Warranty Service under this Service Contract. We may use the collected information to provide service information, including but not limited to service status, update, or satisfaction survey etc. so as to enable us to provide high quality service to You. In line with relevant laws and regulations including the Personal Data (Privacy) Ordinance, Your personal information will be used only for the Service Contract or related and retained with Us no longer than necessary for the fulfilment of such purposes.。

You may contact Us to seek access to or seek to correct personal data We hold about you. Request for access to and/or correction of personal data should be addressed to Our Data Protection Officer in writing to Allianz, Suite 304-306, 3/F, 12 Taikoo Wan Road, Taikoo Shing, Hong Kong. We may request You to provide suitable identification documents and a reasonable administration fee for complying with Your data access request.

GOVERNING LAW：

The Service Contract shall be governed by and construed in accordance with the laws of Hong Kong.

These Terms and Conditions, including the Certificate, shall supersede any prior written or oral communication or agreement, and constitute the entire understanding with respect to the Extended Warranty Service between You and Us.

All rights to final interpretation for these Terms and Conditions belong to Allianz. We reserve the right to amend these Terms and Conditions at any time without prior notice. The amended terms and conditions shall supersede any previous terms and conditions immediately.

※In case of any disputes, “Allianz ” reserves the right of final decision.
※In case of any inconsistencies between the English and Chinese version of the Contract, the English version shall prevail.