Xiaomi Care ADLD Insurance & Device Support Package Terms and Conditions for Mi Store
Thank you for purchasing Xiaomi Care Device Protection for Your Xiaomi Mobile Device (the “Program”). The Program is available for selected smartphones and tablets models (“Mobile Device”). The Program is provided by Xiaomi Technologies Malaysia Sdn Bhd (“Xiaomi”). Please read the Terms and Conditions carefully. Your purchase of Xiaomi Care Device Protection program shall be deemed as your acknowledgment and agreement to all Terms and Conditions herein.
1. Definitions
1.1. ADLD: Any physical damage sustained by the registered Mobile Device due to sudden, unforeseeable and external means, including liquid damage such as involuntary seepage of water or other fluids inside the Mobile Device, which adversely affects the functionality of the Mobile Device.
1.2. BER: “Beyond Economic Repairs” means cost of a repair is greater than 100% of the recommended retail price (RRP) of the Mobile Device, which should be evaluated and determined by the Xiaomi Authorized Service Center at their discretion.
1.3. Device RRP: The full recommended retail price (RRP) of the Mobile Device when the devices were listed in the market.
1.4. Device Purchase Date: The date the device is purchased from Xiaomi Stores.
1.5. Device Delivery Date: The date the device is delivered to the customer for purchases made on Xiaomi Online Store.
1.6. Mobile Device: Smartphones and Tablets, models as specified on the Xiaomi Care Malaysia website, which should be for personal use only and not to be used for commercial, rental, or profit generation purposes.
1.7. Xiaomi Authorized Service Center: A service center that has been officially appointed by Xiaomi to perform inspection, maintenance, and repair services on Xiaomi Mobile Device in accordance with Xiaomi’s quality standards and service procedures.
1.8. You/Your: The customer of this Service.
2. Program Scope
The following benefits shall be provided to You during the effective service period, in accordance with the terms and conditions herein:
2.1 Device Support Package (“DSP”)
The Device Support Package provides you with the following services (“Services”)
2.1.1 Logistics Services for pick-up and delivery of Your covered Mobile Device
i. Logistics services may be provided to facilitate the collection and return of Your covered Mobile Device for the purpose of inspection, repair, or service.
ii. Our authorized logistics provider will arrange the pick-up of Your device from the address provided by You and deliver the device to a designated Xiaomi Authorized Service Center; and subsequently return the device to You upon completion of the service.
2.1.2 Scheduled walk-in services to Xiaomi Authorized Service Center
i. You may schedule an appointment to visit Xiaomi Authorized Service Center for device inspection, servicing, or repair.
ii. Walk-in appointments may be arranged through our service portal for smoother service experience and reduce waiting time at the service center.
2.1.3 Easy repair request registration through online service portal
i. You may register a repair request for Your covered Mobile Device through the designated online service portal.
ii. The online portal allows You to submit repair requests, provide required device details, and track the status of Your request.
2.1.4 Phone Cleaning Service (provided by Xiaomi Authorized Service Center)
i. Phone cleaning services may be provided by a Xiaomi Authorized Service Center to help maintain the condition and hygiene of Your Mobile Device.
ii. This service may include external cleaning of the device surface and accessible components, subject to the service procedures and capabilities of the Xiaomi Authorized Service Center.
iii. Where Your Mobile Device is submitted for repair or servicing, the cleaning service may be performed as part of the repair or servicing process without the need for a separate request from You.
2.1.5 Phone System Update (provided by Xiaomi Authorized Service Center)
i. System update services may be provided by Xiaomi Authorized Service Center to update the operating system and system software of Your Mobile Device to the latest available version supported by the device.
ii. System updates may include security patches, system optimizations, and software improvements intended to enhance device performance and stability.
iii. Where Your Mobile Device is submitted for repair or servicing, the system update may be performed as part of the repair or servicing process without the need for a separate request from You, subject to device compatibility and service center procedures.
2.2 Accidental Damage and Liquid Damage (“ADLD”) Device Insurance Coverage
The coverage for Accidental Damage and Liquid Damage under Xiaomi Care is provided for a fee pursuant to a group insurance policy (“Policy”) that Xiaomi has purchased from Tune Insurance Malaysia Berhad (“Tune”), and which You participate in as an insured by purchasing Xiaomi Care. Tune has authorized Bolttech Services Malaysia Sdn. Bhd. and/or its affiliates (“Bolttech”) to manage the program including to provide and undertake the repair or replacement of your device pursuant to any claims You have for ADLD and may be reimbursed subject to the terms and conditions of the policy by Tune for valid claims.
Xiaomi is not a licensed insurance agent and does not provide any advice in relation to the insurance coverage provided by Tune under Xiaomi Care. Tune is licensed under the Financial Services Act 2013 to transact general insurance business in Malaysia and is regulated by Bank Negara Malaysia (“BNM”). For any device insurance related feedback, disputes or complaints, you may reach out to Tune via email hello.my@tuneprotect.com, call 1800 88 5753 or by post to Tune Insurance Malaysia Berhad, Complaints Handling Customer Service Department, Level 8, Wisma Capital A, No. 19, Lorong Dungun, Damansara Heights, 50490 Kuala Lumpur, Malaysia.
During the one (1) year coverage period, You are entitled to one (1) claim up to the Device RRP for Your Mobile Device for Accidental Damage and Liquid Damage. If the device damage is irreparable or BER, Xiaomi will provide a like-for-like device replacement for You. A deductible payment is required for the ADLD claim. Please refer to the welcome email for the detailed Policy document and Product Disclosure Sheet issued by Tune.
3. Other Conditions
3.1. Service Channels
3.1.1. You may raise a repair request within 14 days from incident date by calling our customer service hotline at +603 9078 4998 between Monday to Sunday, 9am to 6pm.
3.1.2. Pick-up and delivery service will be arranged upon successful repair request.
3.1.3. You can also schedule a walk-in request to Xiaomi Authorized Service Center through the service hotline.
3.2. Service Conditions
3.2.1. When submitting the repair request, You must provide the registered customer information such as customer name and contact number and the Mobile Device information such as the model and serial number.
3.2.2. Before sending Your Mobile Device for repair, please make sure to turn off the Xiaomi Cloud service and cancel the Mobile Device's power-on password or usage password, otherwise it may affect the repair service.
3.2.3. Please back up or delete important data, documents, photos, etc. in advance. You are solely responsible for any data loss or disclosure of personal information on your mobile device resulting from insufficient backup or prior deletion.
3.2.4. Xiaomi shall retain ownership of all parts or spare parts, as applicable, that are removed, repaired, or replaced during the repair process.
3.2.5. If Xiaomi reasonably suspects that fraud or any fraudulent activity has occurred in relation to the request, it reserves the right to refuse to proceed with the repair or any related service.
3.2.6. For Xiaomi to fulfill Your repair request, the following conditions must be met:
i. Any previous repair to the Mobile Device must have been performed in Malaysia by a Xiaomi Authorized Service Center;
ii. The Mobile Device must have been purchased new in Malaysia and enrolled in the program within 60 days from the Device Purchase Date (post-purchase enrollment is only applicable to Mobile Devices purchased from Xiaomi’s online store https://www.mi.com/my/store/);
iii. The Mobile device must have been legally imported into Malaysia and distributed through Xiaomi’s authorized dealer/distributor supported by an official invoice and Original Manufacturer’s Warranty;
iv. The Mobile Device must have been used for personal purpose only and not for commercial, rental or profit generating;
v. The Mobile Device must not be disassembled or modified by any non-Xiaomi designated repairer;
vi. The Mobile device must have been used in accordance with Xiaomi’s guidelines for Mobile Device usage at all times including but not limited to regular maintenance and upkeep of the Mobile Device;
vii. The Mobile Device must have been mainly used by You and Your Immediate Family Member and have been in Your possession (or Immediate Family Member as relevant) only.
3.3. Return, Transfer and Termination
3.3.1. You may request a refund only if you return your Mobile Device within the free return period, and You receive a device refund, and You have not made any repair request before.
3.3.2. If You have used any service benefits, there will be no refund provided in any circumstances.
3.3.3. Only customers who purchase a Mobile Device from the Xiaomi online store (https://www.mi.com/my/store/) may purchase the Program within 60 days from the device purchase date. Customers who purchase a device from a Xiaomi retail store must purchase the Program on the same day as the Mobile Device purchases.
3.3.4. The Program is only valid for the Mobile Device You enrolled upon subscription.
3.3.5. The Program is not assignable or transferable to another device, for any reason, other than in the cases set out in these Terms and Conditions.
3.3.6. The Program is transferable to another device only in the following events:
i. the Mobile Device received from Xiaomi was Dead on Arrival (DOA) and was replaced by Xiaomi;
ii. the Mobile Device was replaced by Xiaomi due to Original Manufacturer’s warranty defects during original manufacturer’s warranty period.
3.3.7. For these purposes, “DOA” or “dead on arrival” refers to a Mobile Device (i) being purchased and not taken immediately from a physical outlet and which is later delivered to You; (ii) upon delivery is found to be completely inoperative; and (iii) is immediately returned to the manufacturer for replacement.
3.3.8. The Mobile Device model and IMEI number will be updated accordingly for the above scenarios.
3.3.9. In any of the following circumstances, the Program will be terminated:
i. The Program expires upon the completion of the designated service period.
ii. If Your Mobile Device is repaired or replaced by a repairer not designated by Xiaomi.
iii. If it is found that You have intentionally damaged the Mobile Device.
4. Personal Data Collection Statement
When You purchase Xiaomi Care and apply for repair, You agree to Xiaomi’s collection of Your personal information including but not limited to Your name, Mobile Number, Email Address, Delivery Address, Xiaomi ID, Mobile Device related information (such as IMEI, model, etc.), service order information (such as deductible, effective time, start and end period, etc.), application for maintenance information (such as device malfunction, malfunction parts, fault description, repair materials details, Mobile Device malfunction pictures, total fees, etc.), etc., to provide You with the corresponding services You choose. We respect and protect Your personal privacy and will protect Your information in accordance with Xiaomi's unified privacy policy available at https://www.mi.com/my/about/privacy/.
You also agree that part of Your information above may be disclosed, shared, divulged, supplied or transferred to affiliates or third party service providers within or outside Malaysia (including but not limited to Mobile Device repairers, insurance brokers, insurance companies, insurance service providers etc.), in order to provide You with benefits included in Your purchase including customer communication and related customer surveys. Please be assured that we will only share Your information for legitimate and specific purposes.
5. Governing Law and Jurisdiction
The construction, interpretation and meaning of the provisions of the Program shall be determined in accordance with Malaysia laws and any disputes arising out of and in connection the Program shall be resolved exclusively by the courts of Malaysia.