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IQOS CARE PLUS

Terms and Conditions for participating in the IQOS CARE PLUS program

1. Application of Terms/Eligibility

1.1 These terms and conditions (Terms) are applicable to and govern your participation in the IQOS CARE PLUS program (IQOS CARE PLUS). You should read these Terms carefully as they affect your legal rights and govern your relationship with Philip Morris Baltic, UAB, company code: 300570640, VAT payer’s code: LT100002442812, domiciled at: Jogailos Str. 4, Vilnius 01116, Republic of Lithuania (Philip Morris).

1.2 You are only eligible for membership of IQOS CARE PLUS program if: (i) you are an adult smoker or IQOS user aged 18 years and over and you are registered in our IQOS database; and (ii) your main residence is in a country where IQOS CARE PLUS is available.

1.3 To participate in IQOS CARE PLUS program you must register an eligible device as described in paragraph 2.1 (Device) in our database either at iqos.com, by calling IQOS Customer service center (toll-free number 8 800 200 90), by email info@iqos.lt">info@iqos.lt, with a help of IQOS coach or at any of IQOS stores.

1.4 By signing up for IQOS CARE PLUS program or be signed up for it by the IQOS Customer service center, IQOS coach or by IQOS store personnel (Terms & Conditions will be presented/read to you verbally), clicking ‘I Agree’ or a similar button, you agree to be bound by these Terms. Likewise, if you register another Device, or if we change these Terms, and you then use services of IQOS CARE PLUS program, you agree to be bound by these Terms. Your acceptance of these Terms is deemed to occur in the country of your registered residence as per our IQOS database.

1.5 If you do not agree (or cannot comply) with these Terms, then you are not permitted to use services of IQOS CARE PLUS program.

1.6 No modification of these Terms by you is permitted unless Philip Morris expressly agrees in writing.

1.7 Your use of IQOS CARE PLUS program is at Philip Morris discretion and we may refuse your application to use, or we may terminate your right to use IQOS CARE PLUS program for any reason including if you breach any of these Terms.

1.8 We also reserve the right to amend these Terms and IQOS CARE PLUS program upon notice at any time. If you do not agree to any such amendments you may terminate your membership of IQOS CARE PLUS program

2. Eligible Devices/Registration

2.1 The following Device models are eligible for registration in IQOS CARE PLUS program:
    (a)  IQOS 2.4 Plus, IQOS 3 or Holders and Chargers thereof;
    (b)  IQOS 3 MULTI.

2.2 The Device must have a readable and valid serial number.

2.3 For all new IQOS users who register in our database after the IQOS CARE PLUS program launch date 16th of May, 2019: you may become the IQOS CARE PLUS program member by registering your account in iqos.com and linking the device to your profile, after that enrolling to the program and accepting these Terms.
    2.3.1 The eligibility of IQOS CARE PLUS will last a year from the purchase date of the device.

2.4 During the registration process you must provide all required mandatory information in an accurate and complete manner and keep this information up-to-date. If you do not complete the mandatory fields in the application form (such as, for example, age, email address and/or phone number) your application will not be processed. If you provide inaccurate or incomplete information Philip Morris reserves the right to terminate your membership of IQOS CARE PLUS program without notice.

2.5 Following the registration process for IQOS CARE PLUS program you will be informed whether your registration is successful. Membership of IQOS CARE PLUS program and the services provided are personal to you and may not be transferred to any third party.

2.6 Your use of IQOS CARE PLUS program is linked to your country of residence. As IQOS CARE PLUS program is only available in certain countries if you change your country of residence, then you must inform us and reapply for the IQOS CARE PLUS program in your new country of residence.

3. Term and Termination

3.1 The term of your membership in IQOS CARE PLUS program is from the date of acceptance of these Terms and valid for up to 12 months, calculated from the date of purchase of the respective device.

3.2 You may terminate your membership of IQOS CARE PLUS program at any time with immediate effect by notifying Philip Morris by email: info@iqos.lt or toll-free number: 8 800 200 90. Upon termination of your membership you are no longer entitled to receive the Services for any of your Devices.

3.3 Philip Morris may terminate your membership with IQOS CARE PLUS program at any time with immediate effect if you breach these Terms. Philip Morris may also terminate your membership for any reason upon 30 days’ notice.

3.4 Membership of IQOS CARE PLUS entitles you to the services described in paragraphs 4 and 5 (Services).

4. Accidental Damage Coverage

4.1 If your Device suffers accidental and unintended damage that affects the functionality of your Device which is not caused by your misuse or reckless behavior (Accidental Damage) you may be eligible for a replacement Device as described in this paragraph 4.

4.2 You must provide the damaged Device (including all components) to Philip Morris and you will be provided with a replacement IQOS device of the same type equivalent to a new Device in performance and reliability. If a replacement IQOS device of the same type is not available, an IQOS device which is at least functionally equivalent will be provided as a replacement. Philip Morris will retain the damaged Device after the replacement. If only part of the Device is damaged e. g. the holder or the charger, then only the damaged part will be replaced and Philip Morris will only keep the replaced part of the Device.

4.3 Limitations from Accidental Damage

  1. You must take all reasonable precautions to protect your Device and use and maintain the Device in accordance with its instructions and user guide. If you fail to do so then you are not entitled to a replacement Device.
  2. You are limited to one replacement Device for Accidental Damage for each registered Device. After the first claim is settled, the Accidental Damage coverage on this program will cease. However, you can still receive the remaining Services for your Device until the end of your membership term.
  3. You are not entitled to a replacement Device where the Accidental Damage was caused prior to the launch date of IQOS Care Plus program (16th May, 2019) or where any of the following circumstances are applicable:
    1. Accidental Damage is claimed for any product that is not an eligible Device as per the list contained in paragraph 2.1;
    2. damage caused by abuse or misuse, or actual, or attempted, modification or alteration of the Device, power surge;
    3. Devices with a serial number that has been altered, defaced or removed;
    4. Devices that have been opened, serviced, modified or altered in a manner not authorized by Philip Morris;
    5. the loss or theft of your Device;
    6. cosmetic damage to your Device which does not affect the functionality of the Device, including, but not limited to, hairline cracks, scratches, dents, broken plastic on ports and discoloration;
    7. damage from fire, flood, or natural disaster, war, terrorism, or acts of God;
    8. malfunction due to use with non-compatible product;
    9. damage or malfunction caused by failure to use as described in the associated IQOS User Guide or
    10. failure due to defects in materials and/or workmanship and/or design; however, such failures may be covered separately either by your consumer rights or by the IQOS voluntary warranty that is in addition and without prejudice to all rights and remedies provided by consumer protection laws in the country of purchase.

4.4 Making a claim under Accidental Damage

  1. In order to claim your replacement Device you should:
    1. report your claim to Philip Morris Baltic by sending an email to info@iqos.lt as soon as possible and no later than 14 days from the date your Device suffers Accidental Damage, including the following information: (1) the serial number for the affected Device; (2) description of the symptoms, problems with or causes of the damage to the Device; (3) error messages; and (4) actions taken before the Device experienced problems and any steps you took to resolve the problem;
    2. if requested by Philip Morris, you must provide proof of purchase for your Device; and
    3. otherwise comply with Philip Morris’s return Devices authorization process.
  2. You may also make a claim by coming to any of IQOS stores or via IQOS Customer service center by calling toll free number is 8 800 200 90 (in Lithuania) and providing the same information detailed in paragraph 4.4(a).
  3. Philip Morris will determine whether you are entitled to a replacement Device in accordance with these Terms. If you are entitled to a replacement Device this will be provided to you in one of the following ways in 5 working days:
    1. Courier delivery. A replacement Device will be couriered to your indicated address and to receive it you must return the affected Device to Philip Morris/courier in return.
    2. Carry-in service. You can return your affected Device to a participating IQOS store (https://lt.iqos.com/lt/iqos-salonai-ir-ju-darbo-laikas) and participating IQOS service points (https://lt.iqos.com/lt/pasikeisti-sugedusi-iqos-jau-galite-ir-circle-k) and you will be provided with a replacement.
    3. You must not return Philip Morris products and accessories that are not supported by Accidental Damage replacement. If you return Philip Morris these items they will not be returned and they will be destroyed.
    4. If you seek to claim a replacement Device in a country that is not the country of purchase, you will need to comply with all applicable import and export laws and regulations, and you will be responsible for all customs duties, value added tax and other associated taxes and charges that may apply.

5. International Assistance

5.1 You have an access to an international toll-free number +800 2559 2559 or +41 21 547 88 88 (charges may apply in some locations) when traveling abroad to countries where IQOS is distributed by Philip Morris or its affiliates or an authorized partner. This service includes troubleshooting assistance from experienced IQOS consultants and if required, replacement of your Device within (i) Accidental Damage in accordance with these Terms or (ii) IQOS Device issues defined in terms of material or workmanship when used in accordance with the IQOS User Guide and IQOS voluntary warranty leaflet.

5.2 Service options, Device availability, response and delivery times may vary according to country. This service will not affect your statutory rights and rights under IQOS voluntary warranty valid in the country of purchase.

5.3 Limitations from International Assistance

  1. The limitations contained in paragraph 4.3 (Limitation for Accidental Damage) shall also apply to the Device replacement in case of Accidental Damage under International Assistance.
  2. The following are excluded from replacement of IQOS Device issues defined in terms of material or workmanship when used in accordance with the IQOS User Guide the service:
    1. damage caused by normal wear and tear;
    2. cosmetic damage (such as scratches, dents, broken plastic etc.);
    3. damage caused by misuse, power surge, improper handling, liquid contact or fire;
    4. malfunction due to use with non-compatible product;
    5. damage or malfunction caused by attempt to open, modify and repair, either by a user or by a service provider not accredited by the manufacturer; or
    6. damage or malfunction caused by failure to use as described in the associated IQOS User Guide.

5.4 Making a claim under International Assistance

  1. You must:
    1. report your claim to IQOS Customer service center by telephoning the toll free number +800 2559 2559 or +41 21 547 88 88 (some charges on your mobile might apply) as soon as possible and no later than 7 days from the date your Device suffers Accidental Damage or IQOS Device issues defined in terms of material or workmanship when used in accordance with the IQOS User Guide, including the following information: (1) the serial number for the affected Device; (2) description of the symptoms, problems with or causes of the damage to the Device; (3) error messages; and (4) actions taken before the Device experienced problems and any steps you took to resolve the problem;
    2. if requested by Philip Morris, you must provide proof of purchase for your Device.
  2. Philip Morris will determine whether you are entitled to a replacement Device in accordance with these Terms. If you are entitled to a replacement Device this will be provided to you in one of the following ways:
    1. Courier delivery. A replacement Device will be couriered to you and you must return the affected Device to Philip Morris by handing it to the courier.
    2. Carry-in service. You can return your affected Device to a participating IQOS store (https://lt.iqos.com/lt/iqos-salonai-ir-ju-darbo-laikas) and participating IQOS service points (https://lt.iqos.com/lt/pasikeisti-sugedusi-iqos-jau-galite-ir-circle-k) and you will be provided with a replacement. (c) You will need to comply with all applicable import and export laws and regulations, and you will be responsible for all customs duties, value added tax and other associated taxes and charges that may apply.

6. Other Services

6.1 IQOS Consultant. You will have access to a dedicated remote consultant for supporting you with regard to IQOS use. Access is provided during normal business hours (I-V 9:00-21:00) in Lithuania.

6.2 Rapid Replacement Service. This service provides for rapid replacement of your Device within a certain time period* in case of Accidental Damage and/or where you have a valid claim for IQOS Device issues defined in terms of material or workmanship when used in accordance with the IQOS User Guide. Eligibility for this service is determined by Philip Morris. This service is only applicable in the selected locations/channels of your country of registration (Lithuania). Contact IQOS Customer Care Center for more details: 8 800 200 90 (toll-free number).

6.3 * From 1 hour and up depending on the nearest service point location to you.

7. Your Obligations.

  • You agree:
    1. not to misuse the IQOS CARE PLUS program and the Services;
    2. to keep your membership account safe and secure;
    3. where an exchange takes place, then any replacement Device becomes your property and the replaced Device becomes the property of the entity which makes the exchange; and
    4. to comply with applicable law.

8. Warranty/Limitation of Liability

8.1 As your membership of IQOS CARE PLUS program is free of charge, it is provided ‘As Is’ and without any warranty.

8.2 Philip Morris shall not be liable to the maximum extent permitted under applicable law whether in tort (including for negligence or breach of statutory duty), contract, misrepresentation, restitution or otherwise for any direct losses, loss of profits, sales, revenues or savings, loss of business, depletion of goodwill and/or similar losses or loss or corruption of data or information, or pure economic loss, or for any special, indirect or consequential loss, costs, damages, charges or expenses however arising or otherwise resulting from your membership of IQOS Care Plus or your use of the Services. Philip Morris shall not be liable for any of the losses described in this paragraph 7.2 even if you have informed Philip Morris of the possibility of such losses.

8.3 Nothing in this paragraph 7 excludes any liability that cannot be excluded by applicable law.

9. Miscellaneous

9.1 IQOS CARE PLUS is not an insurance policy.

9.2 IQOS CARE PLUS is currently provided free of charge.

9.3 Details of the processing of your personal data that you provide us are described in our Privacy Notice available at https://lt.iqos.com/en/privacy-policy

9.4 These Terms are subject to the laws of the Republic of LIthuania. Any legal dispute will be subject to the exclusive jurisdiction of the city in which Philip Morris has its registered office.

9.5 For questions, inquiries and contact information please contact us by email info@iqos.lt or call us at toll-free number 8 800 200 90.

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For more information about Philip Morris International or its products, visit pmi.com