Vision Pro AppleCare plus Instructions
- July 31, 2024
- Apple
Table of Contents
Vision Pro AppleCare plus
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Specifications
- Product: AppleCare+ for Apple Vision Pro
- Coverage: Complimentary, Fixed-Term, or Annual Plan
- Services: Hardware Services, Accidental Damage from Handling
(ADH) Services
Product Usage Instructions
1. The Plan
The AppleCare+ plan provides coverage based on the type of plan
you have – Complimentary, Fixed-Term, or Annual Plan. Details of
your coverage will be specified in your Plan Confirmation or Proof
of Coverage.
2. Plan Term and Renewal
Complimentary Cover: Coverage begins at the
purchase of Covered Equipment and lasts for seven (7) days from the
purchase date.
Monthly Plans: The Plan starts at the time of
purchase and continues until specified in your Plan
Confirmation.
Fixed-Term Plans: The Plan Term is fixed as per
your Plan Confirmation. Apple may offer renewal at the end of the
term with new pricing and terms.
3. What is Covered?
3.1 Hardware Services: Covers defects or
consumed battery, subject to exclusions described in Section 4.
3.2 Services for Accidental Damage from Handling
(ADH): Covers accidental damage resulting from unexpected
events during the Complimentary Term or Plan Term. Valid claims
must be submitted as per Section 5.
3.3 Fulfillment of Hardware and ADH Services:
Apple may use parts sourced from a different country. Exclusions
apply.
3.4 Service Fees and Service Events: Each ADH
claim is considered a Service Event. Monthly and Fixed-Term Plans
provide unlimited ADH Service Events while the Plan is active.
Frequently Asked Questions (FAQ)
Q: How do I submit a claim for Accidental Damage from Handling
(ADH)?
A: To submit a claim for ADH, follow the instructions outlined
in Section 5 of your Plan documentation.
Q: Can I renew my Fixed-Term Plan after it expires?
A: Apple may offer renewal for Fixed-Term Plans at the end of
the term with new pricing and terms. You will be notified if
renewal is available.
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AppleCare+ for Apple Vision Pro
How Consumer Rights Affect this Plan
THE BENEFITS CONFERRED BY THIS PLAN ARE IN ADDITION TO ALL RIGHTS AND REMEDIES
PROVIDED UNDER CONSUMER PROTECTION LAWS AND REGULATIONS. THIS PLAN SHALL NOT
PREJUDICE THE RIGHTS GRANTED BY APPLICABLE CONSUMER LAW, INCLUDING THE RIGHT
TO RECEIVE REMEDIES UNDER STATUTORY WARRANTY LAW AND TO SEEK DAMAGES IN THE
EVENT OF THE NON-PERFORMANCE BY APPLE OF ANY OF ITS CONTRACTUAL OBLIGATIONS.
1. The Plan
This contract (the “Plan”) governs the services provided to you by Apple and
includes the terms in this document. For Monthly and Fixed-Term Plans, the
Plan also includes your Plan Confirmation (“Plan Confirmation”) and the
original sales receipt for your Plan. Your Plan Confirmation will be provided
to you at the time of purchase or sent to you automatically thereafter. For
Complimentary Cover (see below), your Plan includes your electronic proof of
coverage or, if you have elected to receive hardcopy documents, the original
proof of purchase of the Covered Equipment (collectively, the “Proof of
Coverage”). Your Proof of Coverage will be provided to you at the time you
purchase your Covered Equipment or sent to you automatically thereafter. You
may obtain a copy of your Plan Confirmation or Proof of Coverage by going to
mysupport.apple.com/products.
Benefits under this Plan are additional to your rights under applicable laws,
the manufacturer’s hardware warranty and any complimentary technical support.
The terms of the Plan apply the same whether for the complimentary 7-day
coverage (“Complimentary Cover”) (see below), or a purchased fixed term of
coverage (“Fixed-Term Plan”) or for a monthly recurring term of coverage
(“Monthly Plan”), except where otherwise noted. Your Fixed-Term Plan or
Monthly Plan may be paid by you or a third party who finances your Plan (a
“Plan Payment Provider”).
The Plan covers the Apple Vision Pro listed on your Plan Confirmation (the
“Covered Device”) and the accessories contained in the original packaging
(“Included Accessories”) (collectively, the “Covered Equipment”). The Covered
Equipment must have been purchased or leased as new from Apple or an Apple
Authorised Reseller. Where legal ownership of the Covered Equipment has been
transferred to you, the Plan must have been transferred to you pursuant to
Section 10. Covered Equipment includes any replacement product provided to you
by Apple under Sections 3.1 or 3.2 of this Plan.
This Plan is intended to and does only apply to your Covered Equipment. This
Plan is not for your commercial use and may not be used by you in furtherance
of any private gain including, but not limited to, seeking service for devices
owned by others and which are not covered by this Plan. For the avoidance of
doubt, other than as provided under Section 10 of this Plan, you may not sell,
transfer, subcontract, delegate, or assign any of your rights under this Plan.
Apple has the right to monitor your service requests to ensure compliance.
Breach of this condition will result in cancellation of this Plan.
2. Plan Term and Renewal
This Plan provides cover on a Complimentary basis or pursuant to your
purchased Fixed-Term Plan or Annual Plan. The type of coverage you have will
be specified in your Plan Confirmation or Proof of Coverage.
As further explained below, for Complimentary Cover the Plan coverage begins
when you purchase Covered Equipment and continues for seven (7) days from the
date of purchase of the Covered Equipment. For Fixed-Term Plans and Monthly
Plans, the Plan begins when you purchase the Plan and continues through the
date specified in your Plan Confirmation (the “Plan Term”).
2.1 Complimentary Cover
Upon purchase of Covered Equipment, you may receive seven (7) days of
Complimentary Cover under this Plan. As stated in your Proof of Coverage, the
Complimentary Cover will start on the date the Covered Equipment was purchased
and terminate at midnight on the 7th day (i.e., one week) after the purchase
date of the Covered Equipment (“Complimentary Term”). If you received
Complimentary Cover, upon termination of the Complimentary Term, you may
purchase either a Monthly Plan or FixedTerm Plan, which will take effect on
the date that plan is purchased. For purposes of clarification, Complimentary
Cover will end on expiration of the Complimentary Term.
Unless specified otherwise in these Plan terms and conditions, the
Complimentary Cover will be subject to all of the rights, benefits, and
obligations provided by this Plan, including priority access to telephone and
web-based technical support for Covered Equipment, additional hardware service
options, consumed battery, and coverage for unlimited incidents of accidental
damage that occur and are Reported to Apple during the 7-Day Complimentary
Term. For purposes of clarification, (i) the accidental damage cover, priority
access to Technical Support as well as access to the additional hardware
service options and consumed battery coverage provided under the Complimentary
Cover end on expiration of the Complimentary Term and (ii) if seeking
Accidental Damage from Handling (ADH) services under the Complimentary Term,
any ADH must occur and be Reported to Apple during the Complimentary Term.
2.2 Monthly Plans
For Monthly Plans, your Plan term is a one (1) month term of coverage that,
subject to the provision of a renewal notice, automatically renews each month
unless cancelled as set forth in Section 9, below. In the event that Apple is
no longer able to service your Covered Equipment due to the unavailability of
service parts, Apple will provide you with thirty (30) days’ prior written
notice of non-renewal, or as otherwise required by law. Monthly Plans may not
be available for all Covered Equipment.
2.3 Fixed-Term Plans
For Fixed-Term Plans, your Plan Term is fixed as set forth on your Plan
Confirmation. Apple is not obligated to renew your Fixed-Term Plan and will
advise you when your Fixed-Term Plan is coming to an end and whether it will
offer renewal. If Apple does offer to renew, Apple will advise you of any new
pricing and terms, which you are free to accept or reject.
For Monthly Plans and Fixed-Term Plans paid in installments (where available),
you agree to have the credit card, debit card, or other authorized payment
source, i.e., Apple Pay, (the “Payment Source”) used for your initial Plan
purchase (or your first Plan payment where not otherwise paid for by a Plan
Payment Provider) kept on file to be automatically charged in advance of the
first day of each renewal term or installment billing period (as the case may
be) following your initial purchase so as to renew your Plan, unless
cancelled. If your Payment Source cannot be charged for any reason, and you
have not otherwise made the appropriate payment on time, Apple will advise you
that your Plan coverage will be cancelled from the date advised to you in a
notice of cancellation. Subject to applicable law, Apple has the right, but
not the obligation, to accept any late payment and allow your Plan to continue
from the date of late payment, including to allow renewal. For Monthly Plans
only, if the price of your Monthly Plan is subject to change upon renewal, you
will be notified in advance of any price increase, in accordance with Section
11 of this Plan.
You can find the price of the Monthly or Fixed-Term Plan on the original sales
receipt as provided by Apple or another seller from whom you have purchased
your Plan (a “Reseller”).
3. What is Covered?
3.1 Hardware Services for Defects or Consumed Battery (“Hardware Service”)
Hardware Service is provided if, during the Complimentary Term or Plan Term,
you submit a valid claim by notifying Apple that a defect in materials and
workmanship has arisen in the Covered Equipment or, where the capacity of the
Covered Equipment’s battery that was contained in the original packaging to
hold an electrical charge is less than eighty percent (80%) of its original
specifications. See Section 3.3 for Hardware Service fulfillment details. For
the avoidance of doubt, Hardware Service for a battery whose capacity to hold
an electrical charge is less than eighty percent (80%) of its original
specifications (i.e., a consumed battery) only applies to the battery that was
contained in the original packaging with the Covered Equipment (or replacement
thereof provided to you by Apple under Section 3.3 of this Plan) and not for
batteries that were purchased separately.
Exclusions to Hardware Service coverage under this Plan apply as described in
Section 4 below.
3.2 Services for Accidental Damage from Handling (“ADH Service”)
Coverage for ADH is provided if, during the Complimentary Term or Plan Term,
you submit a valid claim by notifying Apple as set out in Section 5 of this
Plan that the Covered Equipment has failed due to accidental damage from
handling resulting from an unexpected and unintentional event (for example,
drops and damage caused by liquid contact from spills) (“ADH”).
The damage must affect the functionality of your Covered Equipment, except for
cosmetic damage to the cover glass only, including scratches, peeling,
discolouration, stretching, dents, and/or chips to the cover glass. See
Section 3.3 for ADH Service fulfillment details.
Exclusions to ADH Service coverage under this Plan apply as described in
Section 4 below.
3.3 Fulfillment of Hardware and ADH Services
If during the Complimentary Term or Plan Term you submit a valid claim for
Hardware Service or a valid claim for ADH Service, Apple will, subject to your
payment of the service fee described in Section 3.4 below, make a reasonable
determination and based on the level of ADH whether to: (i) repair the defect
using new parts or previously used genuine Apple parts that have been tested
and pass Apple functional requirements, or (ii) exchange the Covered Equipment
with a replacement product that is new or comprised of new and/or previously
used genuine Apple parts that have been tested and pass Apple functional
requirements.
If repair or replacement under (i) and (ii) are not possible or available, AIG
will reimburse you with Apple store credit, an Apple gift card, or cash in the
amount equal to Apple’s current retail price for the original Covered
Equipment (or, if Apple does not currently sell the Covered Equipment model,
the retail price at which Apple last sold the Covered Equipment model), or the
amount paid for the Covered Equipment as shown on the original proof of
purchase, whichever is greater. In the event a reimbursement is made, the
original Covered Equipment will become Apple’s property and your Plan will
automatically terminate as you are no longer in possession of the Covered
Equipment.
If Apple exchanges the Covered Equipment, all replacement products provided
under this Plan will have the same or substantially similar features (e.g., a
different model, or the same model in a different colour, with the same or
enhanced technological features or capabilities) as the original Covered
Equipment or, at Apple’s reasonable determination, the replacement product
will be the same or more recent model but with different technological or
functional features or capabilities as the original Covered Equipment. If
Apple exchanges the Covered Equipment, the original product becomes Apple’s
property and the replacement product is your property and becomes the new
Covered Equipment with coverage effective for the remainder of the Plan Term.
Apple may use Covered Equipment or replacement parts for service that are sourced from a country that is different from the country from which the Covered Equipment or original parts were sourced.
Exclusions apply as described below.
3.4 Service Fees and Service Events
Each time you receive coverage for an ADH claim is a “Service Event.” For Monthly and FixedTerm Plans, this Plan entitles you to unlimited Service Events for ADH that occurs and is submitted in accordance with Section 7 to Apple whilst the Plan is active, up to the date the Plan is cancelled or otherwise terminated. Requests for a Service Event, where such event occurred after the Plan has been cancelled or terminated, will not be covered by the Plan.
For the Complimentary Cover, you are entitled to unlimited Service Events during the Complimentary Term provided the ADH occurs and is Reported to Apple during the Complimentary Term. “Reported” is defined in Section 7.
Important: Please refer to Section 4 for exclusions on provision of ADH Service.
For all coverage plans (i.e., Complimentary, Monthly, and Fixed-Term Plans), the following service fees apply to each Service Event:
Tier 1 ADH Service Event -ADH to Included Accessories
Tier 2 ADH Service Event -Other ADH
A$45 A$449
*Fees include applicable taxes payable by you.
To qualify for the Tier 1 ADH Service Event fee, the Covered Equipment must have no additional damage beyond the Included Accessories that would prevent Apple from repairing and/or replacing the Included Accessories. Covered Equipment with additional damage will be charged the price of the Tier 2 ADH Service Event fee.
The ADH Service under the Plan is provided to you as a beneficiary under a group policy of insurance which Apple has entered into with AIG Australia Limited (ABN 93 004 727 753, AFS Licence No 381686) of Level 13, 717 Bourke Street, Docklands Vic 3008, Australia (as “Insurer”).
Please note that if you seek service under this Plan for ADH in a country other than Australia, the service fee or local equivalent fee may need to be paid in that country’s currency and at that country’s applicable rate for further details please visit the AppleCare+ support website at apple.com/au/legal/sales-support/applecare/applecareplus/ and select the appropriate device and location in which you seek service to view the applicable terms and Service Event fees.
Note, Service Event fees are payable during the Complimentary Term and are payable as your contribution to the cost of, as applicable, the repair or replacement of, or reimbursement for, the Covered Equipment.
3.5 Technical Support
During the Complimentary Term or Plan Term, Apple will provide you with priority access to telephone and web-based technical support for Covered Equipment (“Technical Support”). Technical Support may include assistance with installation, launch, configuration, troubleshooting, and recovery (excluding data recovery), including storing, retrieving, and managing files; interpreting system error messages; and
determining when hardware service is required or ADH coverage may be
applicable. Apple will provide support for the then-current version of the
supported software, and the prior Major Release. For purposes of this section,
the term “Major Release” means a significant version of software that is
commercially released by Apple in a release number format such as “1.0” or
“2.0” and which is not in beta or pre-release form.
Apple Technical Support is limited to the following: (i) the Covered
Equipment; (ii) the Apple-branded Operating System (“visionOS”) and Apple-
branded software applications that are pre-installed on or designed to operate
with the Covered Equipment (“Consumer Software”); and (iii) connectivity
issues between the Covered Equipment and a computer or device that meets the
Covered Equipment’s connectivity specifications and runs an operating system
supported by the Covered Equipment. Exclusions apply as described below.
4. What is Not Covered?
4.1 Hardware Service and ADH Service
Apple may restrict Hardware Service and ADH Service to the country where the
Covered Equipment was originally purchased.
Apple will not provide Hardware Service or ADH Service in the following
circumstances:
(a) To protect against normal wear and tear; (b) To repair cosmetic damage not
affecting the functionality or proper operation of the Covered Equipment
including scratching, peeling, discolouration, stretching, dents, and/or
chips. However, if the cosmetic damage is limited to scratches, peeling,
discolouration, stretching, dents, and/or chips to the cover glass, this will
be covered as an ADH Service Event, subject to the Tier 2 Service Event fee;
(c) To repair any damage, including scratching, peeling, discolouration,
stretching, dents, and/or chips, to third-party parts or accessories used with
the Covered Equipment, including, but not limited to, prescribed or other
corrective lenses; (d) To repair any damage including ADH caused by any type
of abnormal or improper use, abuse, misuse, neglect, or any other use
otherwise inconsistent with the owner’s manual, user’s guide, or your failure
to follow or adhere to Apple’s instructions on the proper operation, care, and
maintenance provided by Apple or as outlined in the owner’s manual or user’s
guide for the Covered Equipment; (e) To conduct preventative maintenance; (f)
To replace Covered Equipment that is lost or stolen; (g) To repair damage,
including excessive physical damage (e.g., products that have been crushed,
bent, or submerged in liquid), caused by reckless, abusive, willful, or
intentional conduct or use, or any use of the. Overed Equipment in a manner
not normal or intended by Apple; (h) To install, remove, or dispose of the
Covered Equipment or the equipment provided to you while the Covered Equipment
is being serviced; (i) To repair damage caused by a product that is not
Covered Equipment; (k) To repair any damage to Covered Equipment (regardless
of the cause) if the Covered Equipment has been opened, serviced (including
for upgrades and expansions), modified, installed, or altered by anyone other
than Apple or an unauthorised representative of Apple; (l) To repair or
replace any battery used with the Covered Equipment that is not the battery
that was contained in the Covered Device’s original packaging or replacement
thereof provided to you by Apple under Sections 3.1 through 3.3 of this Plan;
(m) To repair pre-existing conditions of the Covered Equipment if you
purchased the Plan after you purchased the Covered Equipment; (n) To repair
any damage to Covered Equipment with a serial number that has been altered,
defaced, or removed; (o) To repair damage caused by fire, earthquake, flood,
or other natural disasters such as wildfire, floor, or hurricane;
(p) To protect against damage caused by the presence of hazardous materials,
including, but not limited to, biological materials and allergens, that
present a risk to human health; (q) Other than covered losses specifically
stated in this Plan, the loss of, loss of use of, damage to, corruption of,
inability to access, or inability to manipulate any electronic hardware or
software, or components thereof, that are used to store, process, access,
transmit, or receive information within Covered Equipment as a result of any
cause or loss, including any unauthorised access or unauthorised use of such
system, a denial of service attack, or receipt or transmission of malicious
code; (r) The loss of, loss of use of, damage to, corruption of, inability to
access, or inability to manipulate any electronic data stored within Covered
Equipment, including any such loss caused by unauthorised access or
unauthorised use of such data, a denial of service attack, or receipt or
transmission of malicious code; (s) To cover any incidental, indirect,
special, or consequential loss or damage arising out of or in connection with
the use or performance of the Covered Equipment; or (t) If you are seeking
service for a device under this Plan for a commercial purpose in furtherance
of your own financial gain, including if you have sold, transferred,
subcontracted, delegated, or assigned any of your rights under this Plan
(except as provided under Section 10 of this Plan).
4.2 Technical Support
Apple will not provide Technical Support in the following circumstances:
(a) For use or modification to the Covered Equipment, the visionOS, or
Consumer Software in a manner for which the Covered Equipment or software is
not intended to be used or modified; (b) For issues that could be resolved by
upgrading software to the then-current version; (c) For third-party products
or their effects on or interactions with the Covered Equipment, the visionOS,
or Consumer Software; (d) For your use of a computer or visionOS that is not
related to Consumer Software or to connectivity issues with the Covered
Equipment; (e) For software other than the visionOS or Consumer Software; (f)
For any Consumer Software designated as “beta”, “pre-release”, or “preview”,
or similar designation; (g) For damage to, or loss of, any software or data
that was residing or recorded on the Covered Equipment (note: the Plan does
not cover the recovery or reinstallation of software programs and user data);
(h) For third-party web browsers, email applications, and Internet service
provider software, or the visionOS configurations necessary for their use; (i)
Other than covered losses specifically stated in this Plan, the loss of, loss
of use of, damage to, corruption of, inability to access, or inability to
manipulate any electronic hardware or software, or components thereof, that
are used to store, process, access, transmit, or receive information within
Covered Equipment as a result of any cause or loss, including any unauthorised
access or unauthorised use of such system, a denial of service attack, or
receipt or transmission of malicious code; or (j) The loss of, loss of use of,
damage to, corruption of, inability to access, or inability to manipulate any
electronic data stored within Covered Equipment, including any such loss
caused by unauthorised access or unauthorised use of such data, a denial of
service attack, or receipt or transmission of malicious code.
5. How to Obtain Service and Support
You may obtain any service under this Plan or Technical Support by calling
Apple at 1-300-321-456 or accessing support.apple.com/en-au.
With respect to Complimentary Cover, you must Report any ADH claim to Apple by
contacting Apple at support.apple.com/en-au or creating a Genius Bar
appointment.
For ADH claims under Monthly or Fixed-Term Plans, you must submit any ADH
claim by visiting an Apple retail store or an Apple Authorised Service
Provider, by calling Apple at 1-300-321-456, or by accessing support.apple.com
/en-au.
When you Report or otherwise submit a claim, you may be required to provide an
explanation of where and when the accident occurred with a detailed
description of the actual event. If your claim is approved, you will have to
pay the relevant service fee to Apple.
You must comply with all terms and conditions of this Plan to receive service
or support, including but not limited to, your responsibilities set out in
Section 7 below.
6. Service Options
Apple will provide Hardware or ADH Service to you through one or more of these
options:
(a) Carry-in service. Carry-in service is available for most Covered
Equipment. Return the Covered Equipment to an Apple-owned retail store
location or to an Apple Authorised Service Provider (“AASP”) (a third-party
service provider appointed as Apple’s agent to handle certain claims) that
offers carry-in service. Service will be performed for you at the store, or
the store may send the Covered Equipment to an Apple Repair Service (“ARS”)
site for service. You must promptly retrieve the Covered Equipment.
(b) Onsite service. Onsite service may be available for the Covered Equipment,
if the location of the Covered Equipment is within 80 kilometres radius of an
AASP that offers onsite service. Certain parts serviceable under Express
Replacement Service (“ERS”), as described below, are not eligible for onsite
service. If Apple reasonably determines that onsite service is available,
Apple will dispatch a technician to the location of the Covered Equipment.
Service will be performed at the location, or the service technician will
transport the Covered Equipment to an AASP or ARS location for repair. If the
Covered Equipment is repaired at an AASP or an ARS location, Apple will
arrange for transportation of the Covered Equipment to your location following
service. If the service technician is not granted access to the Covered
Equipment at the appointed time, any further onsite visits may be subject to
an additional charge.
(c) Mail-in service. Direct mail-in service is available for most Covered
Equipment. If Apple reasonably determines that your Covered Equipment is
eligible for mail-in service, Apple will send you prepaid waybills (and, if
needed, packaging material). You must ship the Covered Equipment to an ARS
site in accordance with Apple’s instructions. Once service is complete, the
ARS site will return the Covered Equipment to you. Apple will pay for shipping
to and from your location if you follow all instructions.
(d) Express Replacement Service (“ERS”).
ERS may be available for the Covered Equipment, depending on local capability
and availability at the time you seek service and the damage to your Covered
Equipment, subject to local law.
If available and you elect to use ERS for Hardware Service, there will be no
service fee to use ERS. If available and you elect to use ERS for ADH Service
for the battery and/or battery cable of your Covered Equipment, the service
will be subject to the Tier 1 Service Event fee stated in Section 3.4. If you
elect to use ERS for ADH Service to any other component of your Covered
Device, the service will be subject to the Tier 2 Service Event fee stated in
Section 3.4 as a replacement item of the Covered Device will be provided to
you.
If Apple requires return of the replaced Covered Device, Apple may require a
credit card authorisation for the full amount of the Covered Device to serve
as security for the retail price of the replacement device and applicable
shipping costs.
Apple may instruct you to return only the impacted component part of the
Covered Device. Apple will return component parts that do not need service. If
Apple requires return of the battery only, or of only the impacted component
part of the Covered Device, Apple may require a credit card authorisation to
serve as security for the retail price of the battery and/or component part
and applicable shipping costs.
If you are not able to provide credit card authorisation, service may not be
available to you, in which case Apple will offer an alternative arrangement
for service. If you fail to return the replaced device or component part as
instructed, or return a replaced device or component part that is ineligible
for service, Apple will charge the credit card for the authorised amount.
Should you require further assistance, see http://support.apple.com/HT201232
for local telephone numbers to contact Apple.
Apple may and when reasonably required change the method by which Apple
provides repair or replacement service to you, and your Covered Equipment’s
eligibility to receive a particular method of service.
Service will be limited to the options available in the country where you
request service. Service options, parts availability, and response times may
vary. If service is not available for the Covered Equipment in a country that
is not the country of purchase, you may be responsible for shipping and
handling charges to facilitate service in a country where service is
available. If you seek service in a country that is not the country of
purchase, you must comply with all applicable import and export laws and
regulations and be responsible for all custom duties, G.S.T. and other
associated sales taxes and charges. For international service, Apple may
repair or exchange products and parts with comparable products and parts that
comply with local standards.
7. Your Responsibilities
To receive service or support under the Plan, you agree to: (i) return all
Covered Equipment to Apple in its entirety, including all original parts or
Apple-authorised replacement components; (ii) provide your Plan Agreement
Number, a copy of your Plan’s original proof of purchase, the Covered
Equipment’s original proof of purchase, and the Covered Equipment’s Serial
Number; (iii) provide information which is reasonably available about the
symptoms and causes of the issues with the Covered Equipment; (iv) respond to
all reasonable requests for information needed to diagnose or service the
Covered Equipment; (v) follow all reasonable instructions Apple gives you;
(vi) if requested, provide information to verify your ownership of the Plan
(i.e., your name, telephone numbers, e-mail address, Apple ID, and/or any
other information Apple deems necessary); (vi) where practicable update
software to currently published releases prior to seeking service; and (vii)
back up software and data residing on the Covered Equipment. Depending on the
prejudice suffered by Apple or the Insurer, your failure to carry out the
above may result in you not receiving service or support.
To receive service or support under a Complimentary Term, you agree to: (i)
return all Covered Equipment to Apple in its entirety, including all original
parts or Apple-authorised replacement components; (ii) provide your Proof of
Coverage, the Covered Equipment’s original proof of purchase, and the Covered
Equipment’s Serial Number; (iii) provide information about the symptoms and
causes of the issues with the Covered Equipment; (iv) respond to all
reasonable requests for information needed to diagnose or service the Covered
Equipment; (v) follow all reasonable instructions Apple gives you; (vi) where
practicable update software to currently published releases prior to seeking
service; and (vi) back up software and data residing on the Covered Equipment.
Depending on the prejudice suffered by Apple or the Insurer, your failure to
carry out the above may result in you not receiving service or support.
To receive ADH Services under Monthly and Fixed-Term Plans, any ADH must occur
whilst your Plan is active, up to the date the Plan is cancelled or otherwise
terminated, and submitted to Apple by visiting an Apple retail store or an
Apple Authorised Service Provider, by calling Apple at 1-300-321-456, or by
accessing support.apple.com/en-au. Requests for ADH Service Events, where such
event occurred after the Plan has been cancelled or terminated will not be
covered by the Plan.
To receive ADH Services under the Complimentary Term, any ADH must occur and
be Reported to Apple during the Complimentary Term. With respect to the
Complimentary Term, Reported means that you have (i) contacted Apple at
support.apple.com/en-au or created a Genius Bar appointment and (ii) received
a Case ID for your incident. To be clear, you must receive a Case ID for your
ADH claim to be Reported. ADH incidents Reported to Apple beyond the
Complimentary Term will not be covered.
DURING HARDWARE SERVICE, APPLE WILL DELETE THE CONTENTS OF THE COVERED
EQUIPMENT, REFORMAT THE STORAGE MEDIA, AND REINSTALL THE COVERED EQUIPMENT’S
ORIGINAL SOFTWARE CONFIGURATION AND SUBSEQUENT UPDATE RELEASES, WHICH WILL
RESULT IN THE DELETION OF ALL SOFTWARE AND DATA THAT RESIDED ON THE COVERED
EQUIPMENT PRIOR TO SERVICE. You should ensure where possible that your
software and data residing on the Covered Equipment is backed up on a regular
basis and prior to making a claim. Apple will return your Covered Equipment or
provide a replacement as the Covered Equipment was originally configured,
subject to applicable updates. Apple may install visionOS updates as part of
hardware service that will prevent the Covered Equipment from reverting to an
earlier version of the visionOS. Third party applications installed on the
Covered Equipment may not be compatible or work with the Covered Equipment as
a result of the visionOS update. You will be responsible for reinstalling all
other software programs, data, and passwords.
8. Exclusion
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, APPLE AND ITS EMPLOYEES AND
AGENTS, AND THE INSURER, WILL UNDER NO CIRCUMSTANCES BE LIABLE TO YOU OR ANY
SUBSEQUENT OWNER OF THE COVERED EQUIPMENT FOR ANY INDIRECT OR CONSEQUENTIAL
DAMAGES, INCLUDING BUT NOT LIMITED TO THE COSTS OF RECOVERING, REPROGRAMMING,
OR REPRODUCING ANY PROGRAM OR DATA OR THE FAILURE TO MAINTAIN THE
CONFIDENTIALITY OF DATA, ANY LOSS OF BUSINESS, PROFITS, REVENUE OR ANTICIPATED
SAVINGS, RESULTING FROM APPLE’S OR THE INSURER’S OBLIGATIONS UNDER THIS PLAN.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, OTHER THAN THE COVERAGE
PROVIDED BY THE HARDWARE SERVICE, ADH SERVICE AND TECHNICAL SUPPORT UNDE THE
PLAN THE LMIT OF APPLE AND ITS EMPLOYEES’ AND AGENTS’ AND THE INSURER’S
LIABILITY TO YOU AND ANY SUBSEQUENT OWNER ARISING UNDER THIS PLAN SHALL NOT
EXCEED THE ORIGINAL PRICE PAID FOR THIS PLAN. APPLE SPECIFICALLY DOES NOT
WARRANT THAT (i) IT WILL BE ABLE TO REPAIR OR REPLACE THE COVERED EQUIPMENT
WITHOUT RISK TO OR LOSS OF PROGRAMS OR DATA, (ii) IT WILL MAINTAIN THE
CONFIDENTIALITY OF DATA, OR (iii) THE OPERATION OF THE PRODUCT WILL BE
UNINTERRUPTED OR ERROR-FREE.
THE BENEFITS CONFERRED BY THIS PLAN ARE IN ADDITION TO ANY RIGHTS AND REMEDIES
PROVIDED UNDER CONSUMER LAWS AND REGULATIONS. TO THE EXTENT THAT LIABILITY
UNDER SUCH LAWS AND REGULATIONS MAY BE LIMITED, APPLE’S LIABILITY IS LIMITED,
AT ITS SOLE OPTION, TO REPLACEMENT OR REPAIR OF THE COVERED EQUIPMENT OR
SUPPLY OF THE SERVICE. SOME STATES OR PROVINCES DO NOT ALLOW THE EXCLUSION OR
LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO SOME OR ALL OF THE ABOVE
LIMITATIONS MAY NOT APPLY TO YOU.
9. Cancellation (not applicable to Complimentary Cover)
9.1 Your Cancellation Rights
Regardless of your Plan type, you may cancel this Plan at any time for any
reason effective immediately and by way of the applicable alternatives
described below. On cancellation you may be entitled to a refund as described
below. You can cancel by calling Apple at 1-300-321-456. You can also write
to: AppleCare Administration, PO Box A2629, Sydney South, NSW 1235, Australia
and Your Plan will be cancelled upon receipt of your notice. You must include
your Plan Agreement Number and Plan proof of purchase.
(a) Cancellations with the return of your Covered Equipment:
Regardless of your Policy type, to cancel this Policy with the return of your
Covered Equipment (with the exception of an Apple authorized trade in program
addressed in Section 9.3) as permitted by the original sales channel’s return
policy, go to the original sales channel of your Covered Equipment purchase
(whether an Apple Authorised Reseller or Apple). You (or your Payment Plan
Provider) will receive a full refund of Premium. If you did not purchase this
Plan from the same sales channel you purchased the Covered Equipment, you may
need to contact Apple to cancel this Plan.
(b) Cancellation of Plans purchased from Apple Authorised Resellers within
thirty (30) days of purchase:
If you purchased this Plan from an Apple Authorised Reseller and cancel within
thirty (30) days of purchase of the Plan, you may need to cancel the Plan via
the Apple Authorised Reseller to receive a refund.
(c) All other cancellations:
(i) For Monthly Plans:
If you cancel this Monthly Plan in accordance with Section 9.1 and not in
connection with the return of your Covered Equipment, you may be entitled to a
refund which will be calculated on the following basis:
If you contact Apple to cancel this Monthly Plan within fourteen (14) days of
the date of initial purchase or each renewal of your Plan, you will receive a
full refund.
If you contact Apple to cancel your Monthly Plan more than fourteen (14) days
after the date of initial purchase or renewal of your Plan you will be
entitled to a pro rata refund based on the percentage of unexpired time
remaining on your Monthly Plan.
If you have already made a valid claim under your Plan, then whenever you
cancel Apple may deduct from any refund the value of the benefit you
received, which may result in no refund being due to you.
You may also cancel by way of terminating your automatic renewal of the
Monthly Plan by turning off the renewal billing. You can terminate renewal
billing by going to support.apple.com/HT202039 on your Covered Device and
selecting “Cancel a subscription” or directly through your billing platform.
Cancellation of your Monthly Plan, if you follow this option, will take effect
at the end of the month for which your last monthly payment was paid. Your
Monthly Plan will remain active until midnight on the last day of that month
at which point it will be cancelled and no cancellation refund will be
provided to you. You do not need to contact Apple under Section 9.1 to cancel
this method.
Apple may also terminate your Monthly Plan in the event that Apple is no
longer able to service your Covered Equipment or any Apple-branded device of
equivalent functionality, at which point you will be provided with one month’s
advance notice that your Monthly Plan will not be renewed.
(ii) For Fixed-Term Plans:
If you cancel this Fixed-Term Plan in accordance with Section 9.1 and not in
connection with the return of your Covered Equipment, you may be entitled to a
refund which will be calculated on the following basis:
If you contact Apple to cancel this Fixed-Term Plan within thirty (30) days of
the Plan purchase date and you paid for the Plan in full, you will receive a
full refund.
If you contact Apple to cancel your Fixed-Term Plan more than thirty (30) days
after the Plan purchase date and you paid for the Plan in full, you will be
entitled to a pro rata refund based on the percentage of unexpired time
remaining on your Plan.
If you have already made a valid claim under your Plan, then whenever you
cancel Apple may deduct from any refund the value of the benefit you
received, which may result in no refund being due to you.
If your Fixed-Term Plan is financed through a Plan Payment Provider, contact
Apple or your Plan Payment Provider to cancel your Plan. Apple may return any
refund owed to the financing entity who paid Apple for your Plan.
If you have already made a valid claim under your Plan, then whenever you
cancel Apple may deduct from any refund the value of the benefit you
received, which may result in no refund being due to you.
If your Fixed-Term Plan is financed through a Plan Payment Provider, contact
Apple or your Plan Payment Provider to cancel your Plan. Apple may return any
refund owed to the financing entity who paid Apple for your Plan.
9.2 Apple’s Cancellation Rights
If your Payment Source cannot be charged for any reason for amounts due,
including for any Monthly Plan renewal or other installment payment owed by
you, and you have not otherwise made the appropriate payment by the due date
or any applicable renewal date as notified to you, your Plan may be cancelled
for nonpayment and your Plan coverage will cease from the due date or renewal
date, or from the date specified in any notice of cancellation.
Unless applicable local law provides otherwise, Apple may cancel this Plan
immediately and without prior notice (both on its own behalf and on behalf of
the Insurer) for fraud or material misrepresentation, or if you have used this
Plan for commercial purposes in furtherance of your own financial gain. Apple
or AIG, as applicable, may demand immediate payment of the cost of all
services provided to you and no refund of any kind will be issued.
Additionally, unless local law provides otherwise, Apple may cancel this Plan
if service parts for the Covered Equipment are not available, upon thirty (30)
days’ prior written notice. If local law permits and Apple cancels this Plan
for the unavailability of service parts, you will receive a pro-rata refund
for the Plan’s unexpired term.
9.3 Cancellation Upon Authorized Trade-In
For Monthly Plans, if you trade in your Covered Equipment to Apple or an Apple
Authorised Reseller as part of an Apple authorized trade-in program, that
trade in will be deemed an expression of your intent to cancel your Monthly
Plan and it will be cancelled consistent with Section 9.1(b)(i). Depending on
the date of your trade-in, you may be entitled to a refund pursuant to Section
9.1(b)(i).
9.4 Effect of Cancellation
Upon the effective date of early cancellation, Apple’s and AIG’s future
obligations under this Plan to you are fully extinguished.
10. Transfer of Fixed-Term Plan (not applicable to Complimentary Cover)
For Fixed-Term Plans only, you may make a one-time permanent transfer of all
of your rights under a Fixed-Term Plan to another party, provided that: (i)
you transfer to the other party the original proof of purchase, the Plan
Confirmation, the Plan’s printed materials and this service contract; and (ii)
you notify Apple of the transfer as instructed at support.apple.com/HT202712.
If you financed the purchase of your Plan, the transferee must assume and
comply with all payment obligations of the transferor, and any failure to do
so by a transferee shall immediately trigger the cancellation provisions
applicable as described in Section 9. When notifying Apple of the transfer,
you must provide the Plan Agreement Number, the serial number of the Covered
Equipment, and the name, address, telephone number, and email address of the
new owner. Monthly Plans cannot be transferred.
11. Plan Changes
The Plan terms and conditions originally issued to you will remain in effect
for the duration of your Complimentary Term or Plan Term and each Monthly Plan
renewal, if applicable, unless Apple notifies you of revised Plan terms and
conditions.
Unless local law provides otherwise, Apple may, as and when reasonably
necessary, revise any of the terms and conditions of this Plan, including the
price and applicable service fees, upon thirty (30) days’ notice to you, or
any lesser period, if applicable or any longer if required by law (“Notice
Period”). Such notice will be provided in a separate writing or email, or by
other reasonable method and will include the reasoning for such change.
If you do not agree to the revised Plan terms and conditions, you may cancel
the Plan without penalty. If you do not cancel the Plan within the Notice
Period, your continued payment of monthly or other installment charges (if
applicable) or request for service under the Plan after receiving notice of a
change in your Plan terms and conditions, including with respect to a change
in price or service fees, will be deemed consent by you to be bound by such
revised Plan terms and conditions. In any event, you may cancel the Plan at
any time in accordance with Section 9. If Apple adopts any revision to this
Plan that would broaden your coverage without additional cost or any increase
in service fees, the broadened coverage will immediately apply to this Plan.1
12. General Terms and Information
(a) Apple may subcontract or assign performance of its obligations to third
parties but shall not be relieved of its obligations to you in doing so.
(b) Apple is not responsible for any failures or delays in performing under
the Plan that are due to events outside Apple’s reasonable control.
(c) You are not required to perform preventative maintenance on the Covered
Equipment to receive under the Plan.
(d) This Plan is offered only in Australia. Persons who have not reached the
age of majority may not purchase this Plan.
1 This paragraph does not apply during the Complimentary Term.
(e) In carrying out its obligations Apple may, at its discretion and solely
for the purposes of monitoring the quality of Apple’s response, record part or
all of the calls between you and Apple.
(f) You agree that any information or data disclosed to Apple under this Plan
is not confidential or proprietary to you. Furthermore, you agree that Apple
may collect and process data on your behalf when it provides any service. This
may include transferring your data to affiliated companies, the Insurer or
service providers in accordance with the Apple Customer Privacy Policy.
(g) Apple has security measures, which should protect your data against
unauthorised access or disclosures as well as unlawful destruction.
(h) You understand and agree that by purchasing the Plan, Apple will use,
process, transfer, and protect your information in accordance with Apple
Customer Privacy Policy available at apple.com/au/legal/privacy/. Without
prejudice to the foregoing, you agree that Apple, its affiliates or service
providers may use and process your name, device serial number, contact
information, repair history and other personal information we, our affiliates
or service providers collect or generate in relation to your Plan, for the
purposes of: (i) providing and administering the services under the Plan and
performing this contract; (ii) ensuring service quality; and (iii)
communicating with you regarding your Plan, related financial transactions,
and services and support provided under this contract. For such purposes, you
agree that his may include the transfer of your personal information between
Apple, its affiliates and service providers. If you have any questions
regarding the processing of your personal data, contact Apple through the
telephone numbers provided or at apple.com/legal/privacy/contact. If you wish
to have access to the information that Apple holds concerning you or if you
want to make changes, access appleid.apple.com/au/ to update your personal
contact preferences or you may contact Apple at apple.com/au/privacy/contact/.
(i) The terms of the Plan, including, where applicable, the original sales
receipt of the Plan and the Plan Confirmation, shall prevail over any
conflicting, additional, or other terms of any purchase order or other
document, and constitute your and Apple’s (and, where applicable, the
insurer’s) entire understanding with respect to the Plan.
(j) Apple is not obligated to renew this Plan. If Apple does offer to renew
this Plan, Apple will reasonably determine the price and terms. Complimentary
Cover ends on expiration of the Complimentary Term and is not subject to
renewal. Subject to the provision of a renewal notice, each Monthly Plan will
renew automatically unless cancelled, at its original Plan purchase price,
unless you are notified in advance of a price change in accordance with
Section 11 of this Plan. Apple is not obligated to renew any Fixed-Term Plan.
If Apple does offer renewal, Apple will reasonably determine the price and
terms. Complimentary Cover ends on expiration of the Complimentary Term and is
not subject to renewal.
(k) There is no informal dispute settlement process available under this Plan.
(l) The rights described in this Plan with respect to returns, refunds, and
warranties are in addition to the statutory rights to which you may be
entitled under the Competition and Consumer Act 2010 (Cth) and other
applicable Australian consumer protection laws and regulations. Our services
come with guarantees that cannot be excluded under the Australian Consumer
Law. You are entitled to a replacement or refund for a major failure and for
compensation for any other reasonably foreseeable loss or damage. You are also
entitled to have the goods repaired or replaced if the goods fail to be of
acceptable quality and the failure does not amount to a major failure.
(m) The parties to the group insurance policy for purposes of ADH coverage are
Apple Pty Limited at PO Box A2629, Sydney south, NSW, 1235 (“Apple”) and AIG
Australia Limited (ABN 93 004 727 753, AFS Licence No 381686) of Level 12 717
Bourke Street Docklands Vic 3008 (as “Insurer”).
(n) The ADH coverage is provided to you pursuant to a group insurance policy
that Apple Pty Limited has purchased from the Insurer. For ADH coverage, the
Insurer has provided you with a Product Disclosure Statement (PDS). A copy of
the PDS can also be accessed at
apple.com/au/legal/salessupport/applecare/applecareplus/au/mac/ and forms part
of the coverage under Section 3.2. The Insurer appoints Apple to provide the
Service Events under Section 3.2 of this Plan and covers the cost of such
Service Events in excess of your service fee. For ADH coverage cancellation
within the 30 days of purchase as set out in this Plan incorporates and is
subject to the cooling off rights under the Corporations Act (2001) (Cth) for
a general insurance product.2 (o) In relation to ADH Services, the Insurer
shall not be deemed to provide cover and the Insurer shall not be liable to
pay any claim or provide any benefit hereunder to the extent that the
provision of such cover, payment of such claim or provision of such benefit
would expose the Insurer, the Insurer’s parent company or its ultimate
controlling entity to any sanction, prohibition, or restriction under United
Nations resolutions or the trade or economic sanctions, laws, or regulations
or the European Union or the United States of America or the Commonwealth of
Australia. (p) Apple Pty Limited operates as a Group Purchasing Body under
ASIC Corporations (Group Purchasing Bodies) Instrument 2018/751 (or any
legislative instrument replacing it and having the same effect). As a Group
Purchasing Body, Apple is obliged to provide you with a disclosure statement
which can be accessed at apple.com/au/legal/sales-
support/applecare/applecareplus/au/mac/. Apple is not authorized to provide
any financial product advice with respect to the ADH, other than any advice in
that disclosure statement. (q) The governing law for the Plan is the law in
the State of New South Wales whose courts have nonexclusive jurisdiction to
hear any disputes between the parties to this Plan. (r) Telephone Numbers. See
http://support.apple.com/HT201232 for local telephone numbers. Telephone
numbers and hours of operation may vary and are subject to change. Toll-free
numbers are not available in all countries. 032124 AC+ VP Australia v1.0 –
English
2 This paragraph does not apply during the Complimentary Term.
References
- Apple Customer Privacy Policy - Apple (AU)
- Sign In - Apple
- Official Apple Support
- Contact Apple for support and service - Apple Support
- If you want to cancel a subscription from Apple - Apple Support
- Transfer your AppleCare plan - Apple Support
- Manage your Apple ID
- Sign In - Apple
- Official Apple Support
- If you want to cancel a subscription from Apple - Apple Support
- Transfer your AppleCare plan - Apple Support
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