Your guide to Geek Squad

Transcription

1 Your guide to Geek Squad MOBILE and Geek Squad MOBILE Max. with you 24/ geeksquad.co.uk

2 let s see what s inside. Take a look at who we are. 3 WHATEVER NETWORK DEAL YOU RE ON, WE VE GOT A POLICY FOR YOU. 3 For pay-as-you-go tariffs: Geek Squad Mobile. 4 For pay monthly Mobile contracts: Geek Squad Mobile Max. 6 Airtime contract Protection. 7 Product Guide. 8 What s not covered? What s the cost? 9 We take a strong stance against fraud. 10 POLICY OUTLINE Terms and conditions This is just the start of something bigger. Please give us your address, either by talking to one of the sales assistants instore, or by calling us on *. That way we can send you interesting Geek Squad news from time to time, as well as hints and tips on how to make the most of your mobile. *Calls to this number are free when made from a BT landline. Prices of calls made via other providers/mobile phones may vary. Calls may be recorded and/or monitored. 2 LET S SEE WHAT S Inside..

3 Take a look at who we are. We re Geek Squad and we re teamed up with The Carphone Warehouse to help you with your new mobile. We re passionate about technology and we want to make sure yours works better, faster and safer for you. If your mobile plays up, you can call us right away, night or day. We ll either instantly know what the matter is, or with our very curious minds we ll get to the bottom of the problem very soon. Your mobile gets damaged or someone else takes a shine to it? You could have the peace of mind of knowing you re insured with us. Geek Squad with you 24/7. Whatever network deal you re on, we ve got a policy for you. we can offer you round-the-clock technology support and insurance to suit your MOBILE NETWORK DEAL. For pay-as-you-go mobile tariffs. Geek Squad Mobile. from just 7p a day. > Insurance against theft and damage. > 24/7 telephone technology support for your mobile. > Accessories cover up to a value of 50. > Worldwide cover overseas insurance for up to 60 days after you left the UK. For more details on Geek Squad Mobile see the next page. For pay monthly mobile contracts. Geek Squad Mobile Max. from just 14p a day. > Insurance against theft, loss and damage. > 24/7 telephone technology support for your mobile. > accessories cover up to a value of 300. > Worldwide cover overseas insurance for up to 60 days after you left the UK. > Insurance against unauthorised calls up to a value of 10,000 if your mobile is lost or stolen. For more details on Geek Squad Mobile Max see page 6. Take a look at who we are AND WHATEVER NETWORK DEAL YOU RE ON, WE VE GOT A POLICY FOR YOU. 3

4 Geek Squad Mobile. WITH OUR support and insurance you won t have to lift a finger. For pay-as-you-go mobile tariffs. If you have a pay-as-you-go or SIM free mobile, you could have Geek Squad Mobile up your sleeve. From just 7p a day we can take care of the irritating things that happen to your mobile like someone else taking a shine to it, or it getting soaked and refusing to work. Geek Squad can sort out these scenarios and many more. Here s the support bit: > Whatever may go wrong with your mobile, however simple or fancy a phone it is, you can call Geek Squad anytime on With our Agents passion for technology, we ll always try and get you the right answer to any mobile phone technology question you may have. Here s the insurance bit: > Your mobile gets stolen we ll aim to provide you with a replacement within 24 hours and if your claim is accepted instore, we ll give you a replacement straight away. > Your mobile is damaged we will try to repair it. If we can t fix it, we ll either replace your mobile or offer you the money that s equal to its value at that point in time. > Accessories cover if any mobile accessories bought from The Carphone Warehouse are stolen or damaged at the same time as your mobile we ll replace them (up to a limit of 50). > Family cover insurance for anyone who has permission to use your mobile. > Worldwide cover overseas insurance for up to 60 days after you left the UK. > express exchange if your mobile develops a fault and is covered by the manufacturer s warranty we can exchange it with a refurbished mobile so you don t have to wait for yours to be repaired. For full terms and conditions see pages Subject to availability. 4 FOR PAY-AS-YOU-GO MOBILE TARIFFS: GEEK SQUAD MOBILE.

5 Speak to a Geek Squad Agent. Call FOR PAY-AS-YOU-GO MOBILE TARIFFS. GEEK SQUAD MOBILE. 5

6 Geek Squad Mobile Max. support and insurance FROM ONLY 14p A DAY. For pay monthly mobile contracts. If you have a pay monthly mobile phone contract you could have Geek Squad Mobile Max up your sleeve. From just 14p a day we can take care of the irritating things that happen to your mobile like someone else taking a shine to it, or it getting soaked and refusing to work. Geek Squad can sort out these scenarios and many more. Here s the support bit: > whatever may go wrong with your mobile, however simple or fancy a phone it is, you can call Geek Squad anytime on With our Agents passion for helping you, we ll always try and get you the right answer to any mobile phone technology question you may have. Here s the insurance bit: > Your mobile gets lost or stolen we ll aim to provide you with a replacement within 24 hours and if your claim is accepted instore, we ll give you a replacement straight away. > Your mobile is damaged we will try to repair it. If we can t fix it we ll either replace it, or offer you the money that s equal to its value at that point in time. > accessories cover if any mobile accessories bought from The Carphone Warehouse are stolen or damaged at the same time as your mobile, we ll replace them (up to a limit of 300). > Family cover insurance for anyone who has permission to use your mobile. > worldwide cover overseas insurance for up to 60 days after you left the UK. > express exchange if your mobile develops a fault and is covered by the manufacturer s warranty, we can exchange it with a refurbished mobile so you don t have to wait for yours to be repaired. > Your mobile is stolen and unauthorised calls are made on it we ll pick up the bill for you (up to a limit of 10,000). For full terms and conditions see pages Subject to availability. 6 for pay monthly mobile contracts: Geek Squad Mobile Max.

7 Airtime Contract Protection. Think of it as your escape route. Airtime Contract Protection (ACP) is a unique feature that can be added to Geek Squad Mobile Max, allowing you to end your mobile network contract early. It costs just 2 extra per month on your Geek Squad Mobile Max policy. If you have it and decide to use it, Geek Squad will pay off the line rental for the remainder of your network contract term in one go. To use the Airtime Contract Protection feature, you must have held your contract for the minimum amount of time and paid all of your mobile network bills in full. How early you can get out depends on the length of your mobile network contract: LENGTH OF CONTRACT MINIMUM TIME BEFORE YOU CAN LEAVE (NUMBER OF MONTHS YOU VE PAID THE CONTRACT) 9 and 12 months 3 months 18 months 9 months 24 months 15 months Things to consider with Airtime Contract Protection: > If you use the ACP feature to end your mobile network contract you will not be able to keep your mobile number. > You must pay every time you use the ACP feature. > You can only use the ACP feature twice within any 12 month period. > You can t use the ACP feature if you have claimed a replacement mobile at any time in the last six weeks. > If you want to use the ACP feature, simply return your mobile in full working order, together with your SIM card. For more information on ACP see page 19. Speak to a Geek Squad Agent. Call Airtime Contract Protection. 7

8 Geek Squad Product Guide. All this and a great service too. Think your mobile is already covered by your standard home contents policy or your bank s current account package? Take a look at the Product Guide below, outlining the independent research that was conducted as a comparison against our Geek Squad mobile phone policies. FEATURES AND BENEFITS WHAT DOES GEEK SQUAD COVER? AM I ALREADY COVERED?^ GEEK SQUAD MOBILE MAX (PAY MONTHLY MOBILES) GEEK SQUAD MOBILE (PAY-AS-YOU- GO MOBILES) STANDARD HOME CONTENTS POLICIES (OUTSIDE OF HOME) PREMIUM BANK ACCOUNTS WITH MONTHLY FEES THEFT Don t suffer when thieves strike. DAMAGE Insure against the unexpected. LOSS Don t worry if you lose your mobile. LOAN MOBILE During insurance repairs. FAMILY AND FRIENDS COVER Insurance for anyone who has permission to use your mobile. ACCESSORIES COVER Insurance for any accessories purchased from The Carphone Warehouse to be used specifically with your mobile, which are damaged or stolen at the same time as your mobile. INSTORE REPLACEMENT Convenient same day replacement. If you make a claim instore and it s accepted straight away, you will be given a replacement instore the same day (depending on availability) OVERSEAS INSURANCE FOR UP TO 60 DAYS Enjoy peace of mind when you go abroad. UNAUTHORISED CALLS Cover 10,000 N/A against mobile use without permission. AIRTIME CONTRACT PROTECTION (ACP) End your mobile contract early. ( 2 extra per month) N/A 24/7 TECHNOLOGY SUPPORT Telephone backup when you need it most. EXPRESS EXCHANGE If your mobile develops a fault and is covered by the manufacturer s warranty, we can exchange your mobile with a refurbished unit so you don t have to wait for yours to be repaired. ^Geek Squad have used research conducted by White Space in August 2009 as a comparison against their products. Geek Squad compared their products against 6 leading home contents insurers offering standard home contents policies with no additional personal possession premiums. Geek Squad s products were also compared against 6 leading banks offering pay current account packages that include mobile phone insurance and a bank account package for a monthly fee. All insurance policies are different, please be sure to check your existing cover. If you cancel this policy within 14 days of purchase you will not be charged any premium. 8 Product Guide.

9 What s not covered? > For each claim that you make you must pay the excess shown on your insurance certificate. > Claims for loss are not covered by Geek Squad Mobile. > Claims for theft, loss or malicious damage unless you: 1 For theft or loss, notify your network provider within 24 hours of discovering the incident and have your mobile service line barred; 2 In all cases, tell the police within 48 hours of discovering the incident and get a crime/loss reference number. > Claims if your mobile is left unattended in a public place, or in a vehicle, unless the vehicle is securely locked and the mobile is placed out of view. What s the cost? > Claims if your mobile is dependent on a SIM card or network service provider to work and it does not contain a SIM card or is not connected to a network service provider at the time of the incident. > Claims outside the UK if you are abroad for a period of more than 60 consecutive days. > Your mobile phone accessories unless they were purchased from The Carphone Warehouse and were lost, stolen or damaged at the same time as your mobile. For more information see pages PLEASE REMEMBER: If you change your mobile phone, please let us know by calling or ing contact@geeksquad.co.uk The price of Geek Squad Mobile and Geek Squad Mobile Max varies depending on what it would cost to replace your mobile and other risk factors. Pricing is divided into bands as follows: GEEK SQUAD MOBILE MAX GEEK SQUAD MOBILE (MONTHLY) GEEK SQUAD MOBILE (ANNUAL) Monthly Payment Excess You can choose to pay for your policy monthly by Direct Debit, or for a full year in a single payment. If you pay monthly, the first payment will be taken 14 days after your policy starts (unless you paid the first premium instore when you purchased your mobile). The second payment will then be taken at the start of the next monthly period of cover. We will continue to take payments every month for this policy unless it is cancelled. If your Direct Debit dates fall on a weekend / bank holiday, the payment will be taken on the next working day. Speak to a Geek Squad Agent Call * If you paid up front for your policy when you purchased your mobile, you ll be entitled to a full refund of the premium if you decide to cancel your policy within 14 days. For more information on cancelling your policy see page 15. Monthly Payment Excess Annual Payment Excess Band Band Band Band Band Band N/A N/A N/A N/A ACP (can be added to Geek Squad Mobile Max) surcharge N/A N/A N/A N/A What s not covered? What s the cost? 9

10 We take a strong stance against fraud. There are some fraudsters out there who try to pass themselves off as Geek Squad to sell you bogus insurance. It s certainly annoying, and it s illegal. You can help fight fraudsters like this: > To start with, remember we won t try to sell you the same insurance twice. > If someone calls, ask them to confirm the customer reference number on your insurance certificate. > Never, ever give out your credit card or bank details. > Call us on and we ll write to you with advice about how to report the caller to Trading Standards. Stamping out fraudulent claims. Fraudulent claims are costing insurers all over the UK 14 million a week and adding 40 to the average cost of insurance. We re working hard to beat the cheats and keep our premiums down, so if we find any claims like this we ll report them to the police or relevant authorities and record the claim with fraud management databases and other insurance companies. Source: Association of British Insurers; April 16, We take a strong stance against fraud.

11 POLICY OUTLINE. An outline of the policies is set out below. For the full terms and conditions please turn to pages of this booklet. Name of Insurer. Aviva Insurance UK Limited (Aviva) underwrites this policy. They are registered in England (registered number 99122). Their registered office is 8 Surrey Street, Norwich NR1 3NG. They are authorised and regulated by the Financial Services Authority. TWO AGREEMENTS. When you take out your Geek Squad insurance, you enter into two contracts; one with Aviva for your insurance policy, and one with The Carphone Warehouse for Geek Squad technology support and ACP if selected. If one of these agreements is terminated, the other will automatically be terminated. Eligibility for this policy. Anyone 16 or over, provided you ve bought a mobile phone from The Carphone Warehouse within the last 30 days. Period of Cover. Cover will start from the start date shown on your certificate. If you pay your premium monthly, we will continue to take payments every month for this policy unless it is cancelled. If you pay your premium annually we will write to you at least 21 days before the expiry date to offer you a renewal. The terms and conditions of the renewed policy will remain the same unless we tell you otherwise. Knowing what s covered. The policy will only cover the mobile phone listed on the original certificate of insurance or a replacement mobile phone provided by The Carphone Warehouse as a result of an insurance claim or a warranty claim. Depending on the Geek Squad policy you take out, it will provide insurance against risks such as theft, loss and damage of your mobile and its accessories, and other liabilities associated with mobile phones. For more details about what s covered and what s not, please refer to pages 8-9 and POLICY OUTLINE. 11

12 POLICY OUTLINE. Making a claim: A) Theft, loss or malicious damage claims: 1. For theft or loss, contact your network provider within 24 hours of noticing the incident and ask them to bar your mobile service line. 2. In all cases, report to the police within 48 hours of noticing the incident and obtain a crime or loss reference number. 3. Contact us in one of three ways to make your claim: Visit any one of The Carphone Warehouse stores. Visit the Geek Squad website geeksquad.co.uk/claim Call a Geek Squad Agent on The claims department is open Mon-Fri 9am-7pm, Sat 9am-6pm and Sun 10am-5pm. B)For damage or ACP claims: If you are claiming for damage or using the ACP feature, you need to visit any one of The Carphone Warehouse stores, to make your claim. Cancelling your policy. For full details on how to cancel your policy, please refer to page 15. Making a complaint. For details on how to make a complaint, please refer to page Contacting Geek Squad. If you have any questions or would like to contact Geek Squad to make a claim, complaint or cancel your policy, please call or visit geeksquad.co.uk Financial Services Compensation Scheme (FSCS). Should Aviva be unable to meet its liabilities you may be entitled to compensation from the FSCS. Further details can be found on pages 17. Large print, audio and Braille. This policy and other associated documentation are also available in large print, audio and Braille. If you require any of these formats please contact Geek Squad on or contact@geeksquad.co.uk For more details about Airtime Contract Protection see page POLICY OUTLINE.

13 TERMS AND CONDITIONS. We, Aviva Insurance UK Limited (Aviva), underwrite this Policy. The Carphone Warehouse Limited has chosen Us to provide You with a range of insurance policies covering risks relating to Mobiles such as Loss, Theft and Damage. If You have any questions about Your Policy, please call Geek Squad on Eligibility In order to be eligible for Geek Squad Mobile or Geek Squad Mobile Max Insurance, You must be: > a resident in the United Kingdom; > aged 16 years or over; and > have purchased Your Mobile from The Carphone Warehouse no more than 30 days before taking out this Policy. This document sets out the terms and conditions of Your Policy. You must read this document in conjunction with Your Certificate. Together this document and Your Certificate constitute Your Agreement with Aviva. 1. DEFINITIONS Whenever the following words or phrases appear, they shall appear in bold and have the following meanings: Accessories Any additional products purchased from The Carphone Warehouse to be used specifically with Your Mobile; Certificate The insurance certificate issued by The Carphone Warehouse and forming part of Your Policy; Claim Any claim You make under Your Policy; Damage The accidental or malicious breaking of Your Mobile, caused solely by external means, including damage by liquid. This does not include any faults within the Mobile itself, or damage caused intentionally by You; Excess The amount that You have to pay towards Your Claim, as shown on Your Certificate; Loss The accidental loss of the Mobile by You or someone You have authorised to use the Mobile; Mobile The mobile phone including smart phones (PDA, XDA, MDA and BlackBerry) described on Your Certificate, together with any standard accessories which are supplied with the mobile phone by the manufacturer; Network Provider The company to which Your Mobile is connected, and that You pay for network services; Other Relevant Authority Any authority with the jurisdiction to handle reports of Lost or Stolen property where the police do not have jurisdiction; Policy The insurance policy (Geek Squad Mobile or Geek Squad Mobile Max) to which You subscribe, which is set out on Your Certificate and which is governed by the terms of this Agreement; Premium The sums payable by You for the cover provided under Your Policy as set out in the Certificate; The Carphone Warehouse The Carphone Warehouse Limited, a company registered in England and Wales under company number with a corporate address at 1 Portal Way, London W3 6RS; Theft or Stolen Instances where someone unlawfully takes Your Mobile from You or from any other person using and/or storing the Mobile with Your permission; Territorial Limits The United Kingdom, including the Isle of Man and the Channel Islands; Unattended Instances where the Mobile has been left unsecured outside Your view or the view of any other person authorised by You to use the product; Unauthorised Calls Calls, MMS and SMS messages made or sent by someone You have not authorised to use the Mobile; You, Your The person whose name appears on the Certificate. If the Policy is in the name of a company, You, Your includes that company and all the employees, directors, agents and contractors of that company; We, Us, Our, Aviva Aviva Insurance UK Limited, Registered in England No , registered office 8 Surrey Street, Norwich NR1 3NG, who underwrite this Policy, and any agent We appoint. Authorised and regulated by the Financial Services Authority. 2. WHAT IS COVERED We will cover You, or anyone else who has Your permission to use Your Mobile, for the following: 2.1 Damage to Your Mobile Your Policy provides cover for Damage to Your Mobile, subject to the provisions of clause 3 below. Where Damage is covered, We may repair Your Mobile. Where We are unable to repair Your Mobile, or where it is not cost effective for Us to do so, We will offer You a replacement product in accordance with the terms of clause 2.7 below. 2.2 Theft, malicious Damage or Loss of Your Mobile (Loss applies to Geek Squad Mobile Max Policy holders only) If Your Mobile is Lost, maliciously Damaged or Stolen, you must report the matter to the police, Other Relevant Authority and Network Provider in accordance with clause 5.1 below. You must also report the Loss or Theft to Your Network Provider within 24 hours of discovery and arrange for the line to be barred. Where We replace Your product, this will be in accordance with the terms of clause 2.7 below. 2.3 Accessory cover If We replace Your Mobile, We will also replace any Accessories purchased from The Carphone Warehouse if they were Lost (Geek Squad Mobile Max Policy holders only), Stolen or Damaged at the same time as Your Mobile and You can supply Us with the original receipt. If We replace Your Mobile with a different make or model in accordance with clause 2.7 below, and this means that You can no longer use Your own Accessories, We will replace them with new ones. We will replace Accessories to the value of 50 for Geek Squad Mobile policies, and to the value of 300 for Geek Squad Mobile Max policies. 2.4 Unauthorised Calls (Geek Squad Mobile Max Policy holders only) If Your Mobile is reported as Lost, or Stolen We will cover the costs of any Unauthorised Calls subject to the limits outlined below. Other unauthorised usage, including but not limited to data downloads, use or similar is not covered. You must provide Us with an itemised bill from Your Network Provider which clearly shows the Unauthorised Calls and the costs incurred, and You must send this to Us within 2 months of discovering that Your Mobile has been Lost or Stolen. The most We will pay is 10,000 and includes any taxes or charges made by Your Network Provider. 2.5 Worldwide cover You benefit from the same level of cover whether You are inside or outside of the Territorial Limits, subject to the provisions of clause 3 below. 2.6 Loan mobile If Your Mobile is Damaged and We need to assess or repair it, The Carphone Warehouse may lend You a mobile phone for You to use (subject to stock and availability) until they have finished the TERMS AND CONDITIONS. 13

14 assessment and/or repair. The loan mobile may be a different make or model from Your original Mobile and may not include the same features and functions. The Carphone Warehouse will own the loan mobile while You are using it, and You must return it to The Carphone Warehouse in good condition at the earlier of (i) within seven days of them telling You that You can collect Your original or replacement Mobile; or (ii) at the time when You collect Your original or replacement Mobile. The loan mobile will be covered by the same Geek Squad Mobile or Geek Squad Mobile Max Policy as Your original Mobile and You will be liable for any Theft or Loss of or Damage not covered by the Policy while it is loaned to You You may have to pay a deposit to The Carphone Warehouse for any such loan mobile. If You fail to return the loan mobile within the seven day period stipulated in clause above, The Carphone Warehouse may: (i) keep Your deposit; (ii) charge You the SIM free price for that mobile as displayed by The Carphone Warehouse at the time of the Claim for the mobile less any deposit paid. This will be to a maximum of 200; or (iii) sell Your original Mobile to recoup the value of the loan mobile. The Carphone Warehouse may only do so after giving You written notice that it intends to do so. If it does sell Your Mobile and the proceeds of the sale are greater than the amounts You owe The Carphone Warehouse, The Carphone Warehouse will pay You any remaining amount after taking off the cost of selling Your Mobile. 2.7 Replacement Mobile If We replace Your Mobile, We will use reasonable efforts to replace it with the same make and model as Your original Mobile Where this is not possible We may, at our discretion, either: Provide a replacement Mobile which may: (i) be a different model; or (ii) be made by a different manufacturer; or (iii) vary slightly in features and functions; or Offer You the monetary equivalent of the current retail value of Your Mobile at the time of Your Claim Any replacement Mobile will come from stock We have available (which may be refurbished). This Policy will apply to Your replacement Mobile unless We cancel Your Policy in accordance with clause 4.3 below We will try and ensure that You keep Your existing telephone number but if this is not possible because of the Network Provider or any other reason beyond Our reasonable control, Your replacement Mobile will be connected to a new telephone number If We settle Your Claim and replace Your Mobile, the original Mobile will become Our property and where a Lost or Stolen Mobile is subsequently recovered, that original Mobile must be returned to Us We will send You a new Certificate for Your replacement Mobile. 3. WHAT IS NOT COVERED 3.1 Specific exclusions of this Policy This Policy does not cover You for the following: Any mobile other than the Mobile described on Your Certificate, unless it is a replacement mobile issued under clause 2.7 or a warranty replacement; Loss of the Mobile for Geek Squad Mobile Policy holders; The costs of any unauthorised data usage (e.g. data downloads, use or similar); The Excess, as shown on Your Certificate, which applies to each Claim that You make; Theft of or malicious Damage to Your Mobile if Your Mobile is Stolen or maliciously Damaged: (i) whilst left Unattended in any motor vehicle of any description, unless the motor vehicle is securely locked and the Mobile is placed out of public view; or (ii) whilst left Unattended in a public place; or (iii) whilst left Unattended in any other easily accessible place unless the Mobile is maliciously Damaged or Stolen by a person who has entered the place without permission, or has Stolen or maliciously Damaged the Mobile by using force, violence or deception Damage to Your Mobile: (i) caused intentionally by You or anyone who has permission to use Your Mobile; or (ii) caused by general wear and tear, scratching, or any type of Damage that doesn t affect how the Mobile works; or (iii) caused by mechanical or electrical breakdown or design faults; or (iv) caused by or through misuse or failure to follow the manufacturer s instructions; or (v) caused by changes You have made to the Mobile through maintenance, repairs and/or any process of cleaning and/or restoring; or (vi) that takes place on any boat that is less than three metres long Loss, Theft or Damage occurring outside of the Territorial Limits where such Loss, Theft or Damage occurs where You have been outside of the Territorial Limits for more than 60 consecutive days; Any instance where You are not a resident of the United Kingdom at the time that the Loss, Theft or Damage occurred; or Loss of any data downloaded onto the Mobile. 3.2 General exclusions Your Policy does not provide cover for: Loss of stored information, including (but not limited to) any data, downloads, videos and music; Loss of value, loss of use or any consequential loss (including but not limited to any economic loss or other loss of turnover, profits, business, goodwill or expected savings), except as set out elsewhere in this policy; Any cost relating to the recompilation and/or re-installation and/or retrieval of data; Breakdown or Damage caused by non-hardware problems, including but not limited to software problems, viruses, worms, spyware, adware or Trojan Horses; Loss or Damage caused by any government or public authority confiscating Your Mobile; Costs caused by the Mobile being routinely serviced, inspected, adjusted or cleaned; The Mobile failing to work due to a technical fault; Damage to or Loss or Theft of battery chargers or batteries unless they were Lost, Damaged or Stolen at the same time as Your Mobile; Costs involved in sending Your Mobile for repair or collecting it once it has been repaired, except as otherwise agreed in writing by The Carphone Warehouse; Costs of repairing or replacing Your Mobile where the Damage is covered by the manufacturer s guarantee or warranty; Your Mobile being Damaged, Lost or Stolen as a result of war, riot, terrorism, revolution or any similar event; or Loss, Theft or Damage to Your Mobile at times where Your Mobile is not connected to a Network Provider and/or does not contain a SIM card at the time of that Loss, Theft or Damage, unless Your Mobile does not need a SIM card to work. 3.3 Alternative cover If You have any other insurance policies, which would also cover the Loss, Theft or Damage to the Mobile for which You have made a Claim under the Policy, We reserve the right to pay only a proportionate share of the Claim. If You do make a claim with another insurer for the same incident for which You have made a Claim with Us, You must tell Us about that other claim. We may then make arrangements to settle the Claim with You directly and obtain the proportionate share from the other insurer or We may let the other insurer settle the Claim with You directly and We may pay the other insurer a proportionate share of the Claim. 3.4 Your duties You must take reasonable care to protect Your Mobile and its Accessories from being Lost, Stolen or Damaged. 14 TERMS AND CONDITIONS.

15 3.4.2 You must use and maintain Your Mobile and Accessories in line with the manufacturer s instructions You must tell Us about any changes that may affect the use of Your Mobile including (i) any Network Provider changes, (ii) any upgrades, and (iii) any changes or replacements resulting from a manufacturer s warranty claim You must pay Your Premium as and when they become due You must adhere to the provisions in clause 5.1 below in respect of how to make a Claim Failure to comply with any of Your obligations under this Agreement and most particularly in relation to this clause 3.4 may invalidate any Claims that You make under this Policy. 4. PERIOD OF COVER AND CANCELLATION 4.1 Period of Cover Your period of cover will start from the start date shown on Your Certificate and subject to clauses 4.2, 4.3 and 4.4 will continue: (i) indefinitely if You pay the Premium on a monthly basis; (ii) for a period of 12 months from the start date if You paid on an annual basis We reserve the right to refuse to renew Your period of cover as a result of any previous non-payment of Your Premium. 4.2 Cancellation of Your Policy by You You have the right to cancel Your Policy within 14 days from the day You have received Your Geek Squad Policy documents, as set out below. If You cancel Your Policy within these 14 days in the manner set out in clause below, You will be entitled to a full refund of the Premium You have paid. If You have already made a Claim, We may ask You to pay back any money We have paid to settle the Claim or return any replacement Mobile provided If You don t cancel Your Policy within these 14 days, it will continue and You will need to make the monthly payments. If You then decide You want to cancel the Policy, You can do so at any time by contacting Us as set out in clause below. Although there is no charge for any such cancellation, We cannot refund any part of the monthly Premium You have paid, unless You have paid any such Premium for a full year in advance, in which case You will be entitled to a refund of any such Premium, subject to a deduction for the time during which the Policy and the Geek Squad Services have been provided. This will be calculated on a pro rata basis You can cancel Your Policy online at by writing to Geek Squad, PO BOX 358, Southampton SO30 2PJ or by calling and notifying Us of Your wish to cancel. 4.3 Cancellation of Your Policy by Us You must pay Your Premium on time. Where a Premium is not paid on time, We will notify You of that failure and the cover under this Policy will cease immediately from the time the Payment was due. Where You pay Your Premium by direct debit, We will attempt to take payment again 14 days from the date Your Premium was due: (i) where such Direct Debit succeeds or You have otherwise made payment of Your full outstanding Premium(s) within such 14 day period, Your cover on this Policy will automatically resume and Your Premium must continue to be paid, without the need for Us to give notice to You. (ii) where such Direct Debit fails or You have otherwise failed to make payment of Your full outstanding Premium(s) within such 14 day period, Your Policy will be automatically cancelled, without the need for Us to give notice to You. At Our discretion We may allow this Policy to resume (in which case Premium must continue to be paid) where Payment has been made after such 14 day period, but We are under no obligation to do so We may cancel this Policy if You give or use false information or withhold relevant information in Your application for this Policy. If You give Us any false information, or Claim dishonestly in any way, You will lose all entitlements and benefits under this Policy. We will also immediately end this Policy if You use Your Mobile to commit a crime or to allow any crime to take place While the Policy is in force, You must tell Us any fact relating to Your circumstances or to changes in those circumstances, which might be relevant to this Policy Your cover for Your Mobile under this Policy will end immediately (although Your Policy might not terminate unless cancelled by You under clause 4.2 and You may still be liable for the Premium) if any of the following conditions apply: (i) You sell, transfer ownership or give away Your Mobile to someone else; (ii)you modify Your Mobile in any way, other than a modification as a result of a successful insurance or manufacturer s warranty claim where The Carphone Warehouse is notified and approves the changes; and/or (iii) You exchange Your Mobile for any reason, other than as a result of a successful insurance or manufacturer s warranty claim where The Carphone Warehouse is notified and approves the exchange If You have paid Premium for a full year in advance, then We may choose not to renew this Policy at the expiry of such year, provided that We have given You at least 21 days written notice of Our decision not to renew We may cancel this Policy at any time by giving You at least 30 days written notice If We cancel Your Policy other than pursuant to clauses or 4.3.2, You will be entitled to a refund of the Premium paid, subject to a deduction for the time during which the Policy and the Geek Squad Services have been provided. This will be calculated on a pro rata basis. 4.4 Termination of the Geek Squad Services Agreement This Policy will automatically terminate on the termination or cancellation of the Geek Squad Services Agreement for any reason whatsoever.similarly, the Geek Squad Services Agreement will terminate upon termination of this Policy Unless the Geek Squad Services Agreement is terminated by The Carphone Warehouse pursuant to clause 4.5 of the Geek Squad Services Agreement, You will be entitled to a refund of the Premium paid, subject to a deduction for the time during which the Policy and the Geek Squad Services have been provided. This will be calculated on a pro rata basis. 5. CLAIMS AND COMPLAINTS 5.1 Claims Making a Claim: (i) if Your Mobile has been Lost, Stolen or Damaged maliciously, You must report it to the police or Other Relevant Authority within 48 hours of discovering such Loss, Theft or Damage and get a crime/ loss reference number. You may be required to provide that reference number to substantiate Your Claim. If the police force You use does not issue crime/ loss reference numbers, please call Us on (ii) if Your Mobile has been Lost or Stolen, You must report it to the Network Provider within 24 hours of discovering such Loss or Theft and arrange for the line to be barred. (iii) You must bring Your Damaged Mobile to a Carphone Warehouse store so that the Damage can be assessed and, where appropriate, repair or replacement can be arranged. (iv) You must make the Claim within 60 days of discovering the Damage, Loss (Geek Squad Mobile Max Policy holders only), or Theft. (v) to submit Your Claim, call into any Carphone Warehouse store, visit or call You will need to provide Your name, address, date of birth and the Policy number shown on Your Certificate Handling Claims (i) in handling Your Claim, We may take action in Your name to recover from anyone else any payment We have made, the cost of any calls We have made, and/or the cost of any temporary or permanent replacement Mobile provided under this Policy. We will pay the cost of taking this action. (ii) You will also be required to provide such information, documents or receipts reasonably necessary to support and/or verify Your Claim. TERMS AND CONDITIONS. 15

16 (iii) We may settle Claims by paying You directly or by paying The Carphone Warehouse or another shop or agent for the provision of repairs or a replacement for the Mobile. 5.2 Complaints We aim to give excellent service to all Our customers but We recognise that things do sometimes go wrong. We take all complaints We receive seriously and aim to sort out all Our customers problems promptly. If You are not happy with it for any reason, We would like to hear from You. To complain, please contact Us as follows: (i) in writing, addressed to: Geek Squad, PO BOX 358, Southampton SO30 2PJ. (ii) via Our website at: and submit a form. (iii) by telephone, on number: Please make sure that You always include Your name and address and the Policy number shown on Your Certificate. You can obtain a copy of Our internal process for handling complaints using the contact details outlined above We will do Our best to resolve Your complaint straight away; however, if this is not possible We will send a written acknowledgement of Your complaint within five working days. We will investigate Your complaints and respond as quickly as possible and provide a full written response If you are dissatisfied with our final decision within 6 months, you can refer the matter to the Financial Ombudsman Service (FOS) in writing at The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. 6. GENERAL INFORMATION 6.1 Communication If We need to send You notices or if You need to send Us notices, other than as provided in clauses 4 and 5 above, these notices must be in writing and can be delivered by hand or first-class post to the other s address, as shown on the Certificate. in writing also includes: (i) by text messages from Us to Your mobile phone number; or (ii) by from Us to You at the address You give Notices sent by first-class post will be considered to have arrived at their destination 48 hours after they are posted. Notices delivered by hand or given by SMS or shall be deemed to have been delivered the day after the day on which the notice is sent. Notice given by telephone (which shall only be accepted in respect of notices given under clause above) shall be deemed to have been delivered during the course of the telephone call. 6.2 Changes to this Agreement Any change made under clause 6.2.2, or below will be notified to you in writing at least 30 days in advance. You are free to cancel Your Policy in accordance with clause 4.2 above following notification of any such change If You have paid Premium for a full year in advance, then We may propose changes to this Agreement at the time of renewal of Your Policy, including changes to Your Premium and/or Policy cover and/or terms and conditions of insurance If You pay Premium on a monthly basis, We may at any time, and after taking a fair and reasonable view, make changes to: (i) Your Premium and/or Policy cover and/or terms and conditions of insurance to reflect Our experience and expectations of the cost of providing this product and/or other Aviva products of a similar nature; (ii) Your Premium and/or Policy cover and/or terms and conditions of insurance to reflect information reasonably available to Us on the actual and expected experience of insurers of similar products; (iii) Your Premium and/or Policy cover and/or terms and conditions of insurance to reflect widely available economic information such as inflation rates, interest rates and unemployment rates; and/or (iv) Your Premium and/or Policy cover and/or terms and conditions of insurance to reflect the cost of administering Your Policy We may, whether You pay Premium on a monthly basis or have paid Premium for a full year in advance, at any time make changes to: (i) Your Premium and/or Policy cover and/or terms and conditions of insurance to reflect changes (affecting Us or Your Policy) in the law or regulation or the interpretation of law or regulation, or changes in taxation; (ii) Your Policy cover and/or terms and conditions of insurance to reflect decisions or recommendations of an Ombudsman, regulator or similar person, or any code of practice, with which we intend to comply; and/or (iii) Your Policy cover and/or terms and conditions of insurance, in order to make them clearer and fairer to You or to rectify any mistakes that may be discovered in due course. 6.3 Details of Your insurer We provide this Policy. Our address is 8 Surrey Street, Norwich NR1 3NG, United Kingdom and Our registered number is We are authorised and regulated by the Financial Services Authority. We have appointed The Carphone Warehouse, a subsidiary of Best Buy Europe Distributions Limited (Best Buy), as Our agent. We and The Carphone Warehouse may use the resources of and transfer responsibilities under this Policy to other companies within the Best Buy group of companies. 6.4 Data protection We, may use the information You give Us to manage Your Policy. We may share Your information with other organisations to monitor Our performance, carry out research, create statistics and/or prevent crime. We may also share Your information with organisations from whom You have requested services or which are providing services under this Agreement on Our behalf In order to provide the services to You under this Agreement, We may need to collect information from You, which the Data Protection Act defines as sensitive (such as criminal convictions). By taking out this Policy, You give Us Your permission to process such sensitive information and share it with Our agents To prevent and detect fraud, We may share information about You with other organisations (including the police), carry out credit searches and extra fraud searches and check Your details with fraud prevention agencies Please note that Your information may be transferred to any country, including countries outside the European Economic Area for any of these purposes and for systems administration. Where this happens, We will ensure that anyone to whom We pass Your information agrees to treat Your information with the same level of protection as if We were dealing with it. If You would like Us to tell You what information We hold about You, please write to Us at the address provided in clause 6.3 above. We may charge a 10 administration fee. Please quote Your full name, address and Policy number on all requests If You give Us information about another person, You confirm they have given You permission to provide it to Us and for Us to be able to process their personal information (including any sensitive information (such as medical history). You must also confirm that You have told them who We are and what We will use their information for. 6.5 Other information Relevant United Kingdom law will apply to this Agreement and the relevant courts of the United Kingdom will have exclusive jurisdiction in relation to this Agreement Unless otherwise agreed in writing, the contractual terms and conditions and other information relating to this contract will be in English Nobody but You and Us can benefit from this Agreement under the Contracts (Rights of Third Parties) Act If either You or We cannot do what we have promised under the terms of this Agreement because of something beyond our reasonable control such as lightning, flood, exceptionally severe weather, fire, explosion, war, civil disorder, industrial disputes, acts or omissions of persons for whom we are not responsible (including other telecommunication providers), or acts of local or central government or other competent authorities, such party will not be liable for this If You break any of the terms of this Agreement, and We choose to overlook it, We can still cancel this Agreement if You break its terms again Each of the terms of this Agreement is separate from the others. If one part of a term is not valid, the rest of the Agreement still applies We may use third party organisations to provide any of the services under this Agreement on Our behalf. 16 TERMS AND CONDITIONS.

17 6.5.8 Calls to Our telephone numbers will be charged at standard rates unless otherwise specified and may be monitored and/or recorded. 6.6 Financial Services Compensation Scheme We are members of the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from this scheme if We cannot meet Our obligations, depending on the type of insurance and the circumstances of Your Claim. Further information about the scheme is available from the FSCS website or write to Financial Services Compensation Scheme, 7th floor Lloyds Chambers, Portsoken Street, London E1 8BN. GEEK SQUAD SERVICES As part of Your Geek Squad Package, Your contract with The Carphone Warehouse for the provision of one or more of a set of services, which include without limitation the Geek Squad Technology Support Service and the Airtime Contract Protection feature (ACP) (together, the Geek Squad Services). This Geek Squad Services Agreement sets out Your and Our responsibilities in respect of the Geek Squad Services. 1. Definitions Every time the words or phrases listed below are used in this Geek Squad Services Agreement, they shall have the following meaning: Airtime Contract The contract entered into between You and Your Airtime Provider through The Carphone Warehouse relating to the provision of Your mobile telephone service; Airtime Provider The company to which Your Mobile is connected, and that You pay for network services; Certificate The insurance certificate issued by The Carphone Warehouse and forming part of Your Policy; Geek Squad Package The package of benefits comprising Your Insurance Policy and the Geek Squad Services including where applicable the ACP feature; Geek Squad Technology Support Service The telephony-based technology support service for the Mobile covered under the terms of Your Insurance Policy; Insurance Policy Any of the insurance policies provided by Aviva Insurance UK Limited via The Carphone Warehouse; Line Rental The periodic subscription charges payable by You under Your Airtime Contract for access to the relevant telecommunications network, exclusive of all call or other usage charges; Mobile The mobile phone including smart phones and SIM Card provided by The Carphone Warehouse with Your Airtime Contract; You, Your The person entering into this Geek Squad Services Agreement which, for the avoidance of doubt, must be the same, person whose name appears on the Certificate; and We, Us, Our, The Carphone Warehouse The Carphone Warehouse Limited, a company registered in England and Wales under company number with a corporate address at 1 Portal Way, London W3 6RS. 2. Geek Squad Technology Support Services 2.1 The Geek Squad Technology Support Service is only available for the Mobile that is covered under the terms of Your Insurance Policy. 2.2 The Geek Squad Technology Support Service is subject to a fair usage policy and We may cease or suspend Your use of the Geek Squad Technology Support Service at any time if We have reason to believe that: (i) You are using the Geek Squad Technology Support Service over and above what would be reasonable use of this type of inclusive technology support service; and/or (ii) that You are failing to take appropriate steps to maintain and safeguard Your Mobile. 2.3 The Geek Squad Technology Support Service can be accessed by calling Your responsibilities in using the Geek Squad Technology Support Service 3.1 You must have valid software licences for Your operating systems and all applications on Your Mobile. 3.2 You must backup any software, information, data and/or other files stored on Your Mobile prior to contacting the Geek Squad Technology Support Service and You agree that You remain solely responsible for such backup. 3.3 You agree to follow any reasonable instructions given to You by the Geek Squad Technology Support Service in the use and/or maintenance of Your Mobile, including any security instructions. If You fail to follow any such reasonable instructions, We reserve the right to suspend or terminate Your use of the Geek Squad Technology Support Service. 3.4 Payment You must pay any applicable charges due under this Geek Squad Services Agreement as and when they fall due, including without limitation the charges for any ACP feature to which You subscribe. 3.5 Changes to Your Mobile or Your Airtime Contract You must tell Us about any changes that You make to Your Mobile and/or Your Airtime Contract unless We arrange the changes for You. 4. Cancellation 4.1 You have a right to cancel this Geek Squad Services Agreement within 14 days from the latter of: (i) the day You took it out; and (ii) the day on which You received Your Insurance Policy documents (Your Initial Cancellation Period). 4.2 If You wish to cancel this Geek Squad Services Agreement within Your Initial Cancellation Period, You will be entitled to a full refund of any fees You have paid specifically in respect of this Geek Squad Services Agreement. 4.3 You can cancel this Geek Squad Services Agreement in 3 different ways: (i) online at: (ii) by writing to: Geek Squad, PO Box 358, Southampton SO30 2PJ; or (iii) by calling If You don t cancel this Geek Squad Services Agreement within the Initial Cancellation Period, but You decide that You want to cancel at a later date, You can do so at any time. Although there is no charge for cancelling the Geek Squad Services Agreement outside of the Initial Cancellation Period, please note that We cannot refund any part of any fees (if applicable) which You may already have paid in respect of this Geek Squad Services Agreement, unless You have paid any such fees for a full year in advance, in which case You will be entitled to a refund of any such fees, subject to a deduction for the time during which the Geek Squad Services have been provided. This will be calculated on a pro rata basis. 4.5 We shall be entitled, at Our sole discretion, to suspend or terminate this Geek Squad Services Agreement with immediate effect in the event that You are in breach of any of the terms of this Geek Squad Services Agreement (including but not limited to Your obligations under Clause 3 above) and You fail to correct such a breach within 7 days of receipt of any notice to You requesting that You correct such a breach. 4.6 Without prejudice to Our rights under Clause 4.5 above, We shall also be entitled to terminate this Geek Squad Services Agreement at any time by giving You no less than 30 days notice of such termination. 4.7 Any notices given by You to Us and by Us to You shall be deemed to have been received in accordance with the notice provisions outlined in Clause 7.2 below. 4.8 This Geek Squad Services Agreement applies in addition to the terms and conditions for Your Insurance Policy. If the Geek Squad Services Agreement is cancelled or terminated for any reason whatsoever, Your Insurance Policy shall also automatically be cancelled or terminated (as applicable). Similarly, if Your Insurance Policy is TERMS AND CONDITIONS. 17

18 cancelled or terminated for any reason whatsoever, this Geek Squad Services Agreement shall also automatically be cancelled or terminated. 5. Privacy and security 5.1 When You place an order with Us, We need to collect certain information to be able to process Your order. What We need varies depending on the items You have ordered. This information will form part of a permanent record of Your dealings with Us. 5.2 When You Us, We may ask for certain information to be able to check this record and answer Your questions quickly and accurately. When You contact Us, in any way, We may make a note of this contact if it is relevant to Your permanent record. This allows Us to provide a higher level of ongoing customer care. 5.3 We will keep Your personal details given to Us by You or others during Your relationship with Us and other companies in Best Buy Group. These include: details You give Us on application forms or during conversations with You on the telephone or on site; details You give Us so that We can provide You with goods and services; and details We receive from credit reference and fraud detection agencies. 5.4 You agree that We may use and update this centrally held information: for credit and credit related services and to manage Your accounts; to provide You with other services; to identify other products and services which might be suitable for You; to recover debts; to prevent and detect fraud; to update Our records about You; to prevent money laundering; and to check Your identity. 5.5 You agree that, when applicable in relation to the service ordered, We may use Your personal information to make a credit check on You before We provide You with any services. These searches will be recorded by the credit reference agencies. We may disclose information about how You run Your accounts to credit reference and fraud prevention agencies. We and other organisations may also use credit reference agency and fraud prevention agency records that We receive about You, people financially linked to You and others in Your household to help make decisions about You and them. 5.6 Where You make a Claim, You agree that, for the purposes of fraud prevention and to verify Your Claim, We may share the information contained in that Claim with other insurers and fraud prevention agencies and We may contact such individuals and organisations that We reasonably deem necessary in order to verify any Claim that You have made. 5.7 We may use Your information for research and statistical analysis with the aim of improving Our services. When assessing an application, We may use automated decision-making systems. 5.8 If You request it, on payment of a fee, which is currently 10, We will provide You with a copy of the personal information to which You are entitled that We hold about You. The information We hold about You is confidential. We will only disclose it outside The Best Buy Group when: You give Us Your consent; it is needed by certain reputable third parties involved in running accounts and/or providing services for You (for example, credit reference agencies who do credit checks for Us); it is needed in order to obtain professional advice; We or others need to investigate or prevent crime (e.g. to fraud prevention agencies); the law permits or requires it, or any regulatory or governmental body requests or requires it, even without Your consent; or there is a duty to the public to reveal the information. 5.9 We may administer Your account and provide other services from centres in countries outside the European Economic Area (EEA) that do not always have the same standard of data protection laws as the UK. 18 TERMS AND CONDITIONS. However, We will have a contract in place to ensure that Your information is adequately protected, and We will remain bound by Our obligations under the Data Protection Act even when Your personal information is processed outside the EEA Our websites use cookies. Cookies collect information about Your use of Our websites, including things like Your connection speed, details of Your operating system, the time and duration of Your visit and Your IP address. The information collected by cookies enables Us to understand the use of Our site, including the number of visitors We have, the pages viewed per session, time exposed to particular pages etc. This in turn helps Us to provide You with a better experience, since We can evaluate the level of interest in the content of Our website and tailor it accordingly. We will not attempt to personally identify You from Your IP address unless required to as a matter of law or regulation or in order to protect Our or Our other customers rights. Most browsers automatically accept cookies. You can set Your browser options so that You will not receive cookies and You can also delete existing cookies from Your browser. However, You may find that some parts of Our sites will not function properly if You refuse cookies We may monitor, record, store and use any telephone, or other electronic communications with You for training purposes, so that We can check any instructions given to Us and to improve the quality of Our customer service We will monitor network traffic from time to time for the purposes of backup and problem solving and in order to ensure that You are not misusing any of the services provided to You To the extent that sensitive personal data is processed about You, We will employ appropriate security measures given the nature of that data. However, You recognise that Your use of the Internet and Our websites is entirely at Your own risk. We have tried to create secure and reliable websites for Our users. However, We have no responsibility or liability for the security of personal information transmitted via the internet We may need to provide some of Your personal information to third parties that We use for the purposes of delivering specific services to You (e.g. customer support, or a shipping company if You have asked Us to send something to You) Our websites may provide links and banner advertisements to third party sites. Please note that We are not responsible for, and have no control over, information that is submitted to or collected by these third parties. Since We do not control those websites, You are responsible for reviewing and abiding by the privacy policies of these third party sites We may check what You have told Us and share that information with fraud prevention agencies. It is important that You give Us accurate information. If You give Us false or inaccurate data and We suspect fraud We will record this with the fraud prevention agencies You are responsible for informing Us that Your personal details have changed: for example, a change of address or to Your title. You confirm that You will inform Us of any change to Your personal information as soon as is reasonably practicable in order that We may update Our records. Please note that notification of any change to Your personal information must be in writing (to the address below), and should include Your account and/or telephone numbers with Us If You have any complaints regarding Our compliance with this section, You should contact Us at: The Legal Department, Geek Squad, 1 Portal Way, London W3 6RT and We will endeavour to respond to You within a reasonable time following receipt of such notification You will have the opportunity to consent to Us contacting You by , phone, SMS or MMS from time to time occasionally about products and services which the Best Buy Group and carefully selected third parties believe may be of interest to You You must not use any computers, computer equipment, network resources or any services provided by Us for any illegal purpose, or for accessing, receiving or transmitting any material deemed illegal, indecent, offensive or otherwise unacceptable under UK law You must not use any false identity in or other communications When accessing any of Our websites, You must not use Our services and/or network systems for fraudulent activities, or to breach another organisation s security (cross-network hacking). This is an illegal act and prosecution under criminal law may result If You give Us information about another person, You confirm they have given You permission to provide it to Us and for Us to be able to

19 6. Limitation of liability 6.1 We will use reasonable skill and care to provide and maintain the availability of all the Geek Squad Services. 6.2 We do not exclude or limit liability if You are injured or die as a result of Our negligence or that of Our servants, agents or employees or for fraud or fraudulent misrepresentation. Nothing in this Clause 6 shall exclude or restrict Our liability in respect of any liability which We cannot exclude or restrict by law. 6.3 Other than for death or personal injury or for fraud or fraudulent misrepresentation, any liability We have of any sort (including any liability because of Our negligence) is limited to the greater of the amount paid by You to Us under this Geek Squad Services Agreement in the 12 months preceding the rise of the liability in question and If You are a business customer, please note that, other than for death or personal injury, We shall not be liable to You under, or in connection with this Geek Squad Services Agreement whether or not as a result of Our negligence in contract, tort, pre-contract or other representations or otherwise for any indirect or consequential loss, loss of business, revenue, profits, savings You expected to make, contracts, expenses, or for any other purely financial loss. 6.5 Each provision of this Clause 6 excluding or limiting liability operates separately. If any part is disallowed, or is not effective, the other parts will continue to apply and they continue to apply notwithstanding the expiry or termination of this Geek Squad Services Agreement. 7. General 7.1 If We need to send You notices or if You need to send Us notices, other than as provided in Clause 4.3 above, these notices must be in writing and can be delivered by hand or first-class post to the other s address, as shown on the Certificate. in writing also includes: (i) by text messages from Us to Your mobile phone number; or (ii) by from Us to You at the address You give. 7.2 Notices sent by first-class post will be considered to have arrived at their destination 48 hours after they are posted. Notices delivered by hand or given by SMS or shall be deemed to have been delivered the day after the day the notice is sent. Notice given by telephone (which shall only be accepted in respect of notices given under Clause 4.3 above) shall be deemed to have been delivered during the course of the telephone call. 7.3 We may change the terms and conditions of this Geek Squad Services Agreement at any time. If a change puts You at a major disadvantage or increases any fees payable under this Geek Squad Services Agreement (including the fee for any applicable ACP feature (as defined in Clause 9 below) to which You may subscribe), We will give You notice of that change either: (i) in accordance with the provisions of Clause 7.1 above; or (ii) by publishing that change on Our website ( either of which shall constitute valid notice of such change. 7.4 If You break any of the terms of this Geek Squad Services Agreement, and We choose to overlook it, We can still terminate this Geek Squad Services Agreement if You break its terms again. 7.5 Once You have taken out Your Geek Squad Package, You shall be deemed to have accepted the terms and conditions of this Geek Squad Services Agreement. 7.6 If either of Us cannot do what We have promised under the terms of this Geek Squad Services Agreement because of something beyond Our reasonable control such as lightning, flood, exceptionally severe weather, fire, explosion, war, civil disorder, industrial disputes, acts or omissions of persons for whom We are not responsible (including other telecommunication providers), or acts of local or central government or other competent authorities, such party will not be liable for this. 7.7 Nobody but You and Us can benefit from this Geek Squad Services Agreement under the Contracts (Rights of Third Parties) Act You may not, but The Carphone Warehouse may, assign, charge or otherwise dispose of its rights under this Geek Squad Services Agreement. Any attempt by You to do so shall be void. 7.9 Each of the conditions of this Geek Squad Services Agreement is separate from the others. If one part of a condition is not valid, the rest of the Geek Squad Services Agreement still applies Relevant United Kingdom law will apply to this Geek Squad Services Agreement and the relevant courts of the United Kingdom will have exclusive jurisdiction in relation to this Geek Squad Services Agreement Calls to Our telephone numbers will be charged at standard rates unless otherwise specified and may be monitored and/or recorded. 8. Complaints We aim to give excellent service to all Our customers but We recognise that things do sometimes go wrong. If You are not happy with Our service for any reason, We would like to hear from You. You can contact Us in accordance with the Complaints Procedure that is outlined in Your Insurance Policy. Please note that You are unable to escalate complaints about Your Geek Squad Service to the Financial Ombudsman Services. 9. ACP If You have signed up to the ACP feature as part of Your Geek Squad Package, the following terms shall apply: 9.1 If You want to end Your Airtime Contract, We will settle the Line Rental due to Your Airtime Provider for the remainder of the minimum term of the Airtime Contract as follows: (i) for a 9 or 12 month minimum term Airtime Contract You must have held Your Airtime Contract for a period of at least 3 months; (ii) for a 18 month minimum term Airtime Contract You must have held Your Airtime Contract for a period of at least 9 months; and (iii) for a 24 month minimum term Airtime Contract You must have held Your Airtime Contract for a period of at least 15 months. 9.2 You must pay the ACP surcharge of each time You use the ACP feature. 9.3 If You take out a new Airtime Contract and You then want to end that new Airtime Contract, the time limits stipulated above will apply to the new Airtime Contract and will be counted from the start date of the new Airtime Contract. 9.4 You must have made all the payments to: (i) The Carphone Warehouse under the Geek Squad Package; and (ii) the Airtime Provider of the Airtime Contract up until the date You notify Us you wish to effect the ACP feature. Similarly, if Your Insurance Policy is cancelled or terminated for any reason whatsoever, this Geek Squad Services Agreement shall also automatically be cancelled or terminated (as applicable). 9.5 To utilise Your ACP feature, You must advise a sales consultant in a Carphone Warehouse store that You want to end Your Airtime Contract and provide them with Your Mobile in full working order together with Your SIM card, which You may not keep. You must allow Us to take over Your rights and responsibilities under the Airtime Contract and You must provide Us with all the information, documents and help We may reasonably require from You in order for Us to do so. 9.6 If You make use of the ACP feature You will not be able to keep Your telephone number, which may be allocated to someone else. 9.7 There are certain circumstances in which You cannot use the ACP feature. These are as follows: (i) You cannot use the ACP feature if You have claimed any replacement Mobile under Your Insurance Policy at any time in the six weeks prior to the ACP feature being effected. (ii) You may not use the ACP feature more than twice in any twelve-month period, even if You have made such a claim under a different insurance package purchased through The Carphone Warehouse, but within the same twelve-month period. (iii) If Your Insurance Policy and/or Geek Squad Services Agreement have been cancelled or terminated for any reason, all rights to use the ACP feature will cease from the date of the cancellation. TERMS AND CONDITIONS. 19

20 Hey, don t go yet! We ve other great technology support and insurance products: For computers or USB/WI-fI modems^: > Geek Squad Max > Geek Squad Protect For TECHNOLOGY SUPPORT WITHOUT INSURANCE: > Geek Squad Tech Support (for computers) FOR 24/7 TECHNOLOGY SUPPORT AND INSURANCE, CALL GEEK SQUAD ON ^ Purchased from The Carphone Warehouse within the last 30 days. with you 24/7 ZZVMGSMOBILE1009 The Carphone Warehouse Limited Geek Squad and the logo Geek Squad are registered trademarks and are used under licence of Best Buy Enterprise Services, Inc.