1. TERMS, ACCEPTANCE AND INTERPRETATION

 

These terms and conditions (“Terms”) set out additional terms to the agreement between the Customer and Singtel Mobile Singapore Pte. Ltd. (“Singtel Mobile”) in respect of Enterprise Device Care Lite (the “Agreement”) in relation to the Customer’s use of the Device Refresh services (the “Services”). Capitalised terms not defined in this section shall have the same meaning ascribed to them in the Agreement.

 

2. SCOPE OF DEVICE REFRESH SERVICE

 

2.1. Subject to these Terms, NEW Asurion Singapore Pte. Ltd. (“Asurion”), as Singtel Mobile’s appointed service provider, will carry out the following Services in respect of the Customer’s Registered Device:

 

2.1.1. Conducting deep cleaning;

 

2.1.2. Performing a diagnostic check;

 

2.1.3. Performing a refresh on its operating system;

 

2.1.4. Providing a replacement of its:

 

2.1.4.1. front screen (for non-foldable/non-flip devices); or

 

2.1.4.2. external and internal screens (for foldable/flip devices);

 

2.1.5. Providing a cleaning solution kit; and

 

2.1.6. Providing a free phone accessory (at Asurion’s discretion).

 

For the avoidance of doubt, it excludes corrosion, failure to power on, or any other damage to any part of the Registered Device save for the front screen (for non-foldable/non-flip devices), or external and internal screen (for foldable/flip devices) of the Registered Device.

 

2.2. Asurion will assess the condition of the Registered Device, and it reserves its right to not provide the Services for any reason whatsoever, in which event the affected device will not be accepted for the Services and any service fee which has been paid by the Customer will be refunded to the Customer in accordance with clause 5.8.1 or 5.8.2 (as applicable).

 

2.3. Subject to these terms, the Customer is entitled to make one (1) request for Device Refresh (each request, a “Service Request”) in any rolling 12-month period (“Limit”).

 

3. SERVICE FEES

 

3.1. For each Service Request for a Device Refresh permitted under these Terms, the applicable service fee payable by the Customer is set out in the table below:

 

Mobile Device type / Device RRP*	Service Fee (inclusive of GST)
Non-foldable / non-flip devices only	S$79
Devices with Device RRP lower than S$2,000 (Foldable / flip devices only)	S$79
Devices with Device RRP of S$2,000 or more (Foldable / flip devices only)	S$299

*Device RRP is the recommended retail price of the Registered Device (excluding GST) on the date the Customer purchased the Registered Device, as advised in the Customer’s Agreement.

 

4. CONDITIONS FOR DEVICE REFRESH

 

4.1. Eligibility – A Registered Device qualifies for a Device Refresh on the condition that the screen can be replaced without requiring any other component to be replaced or serviced. If the replacement of the screen requires any other component to be repaired or serviced, or the screen of the Registered Device cannot be replaced without other parts being repaired or serviced, the Registered Device does not qualify for a Device Refresh. For the avoidance of doubt, tablets and wearable devices do not qualify for a Device Refresh.

 

4.2. Data left on Device and transfer – The Customer shall be solely responsible for all data stored in the Registered Device and the Customer shall delete all data from the Registered Device before its collection by Singtel Mobile. Singtel Mobile is not responsible for any data left or remaining on the Registered Device. Any such data left or remaining on the Registered Device or transfer of any data or information off the Registered Device, if done by Singtel Mobile at the Customer’s request, will be done entirely at the Customer’s own risk and without liability on Singtel Mobile’s part. In the event there is any inconvenience, delay, loss, misappropriation of or damage to any data or information, the Customer agrees not to hold Singtel Mobile responsible or liable for any such damage to the Customer.

 

4.3. Service Fee – The service fee will be payable to Asurion, as Singtel Mobile’s appointed service provider, by credit card or debit card at the time of the Service Request or by any other payment method that Singtel Mobile may choose to make available.

 

4.4. Incorrect Device – In the event that the Device claimed to be the Registered Device for the purpose of a Device Refresh is not the Registered Device, the Device Refresh will not be performed.

 

5. FULFILMENT OF SERVICE REQUEST FOR DEVICE REFRESH

 

5.1. Service Request – The Customer may only make a Service Request for a Device Refresh by addressing a completed Service Request Form from the Customer’s business e-mail address to entmobileswop@asurion.com, or by other means that Singtel Mobile may advise on its website. Following the submission of the Service Request Form, the Program contact centre (“Contact Centre”) may contact the recipient of the Services to obtain identification information, perform other verifications relating to the Service Request and collect payment if applicable.

 

5.2. Conditions for acceptance – The Contact Centre will only accept Service Requests if the conditions set out in these Terms, as well as the terms and conditions of the Agreement are satisfied.

 

5.3. Delivery formalities – Singtel Mobile will deliver the Registered Device to the Customer’s business address and will not deliver the Registered Device to a post office box, MRT station, shopping centre, car park or any other public place. The decision on whether to deliver to any location other than the Customer’s registered business address is in Singtel Mobile’s sole discretion. The delivery formalities set out in the Agreement shall similarly apply.

 

5.4. The delivery will be via courier within the delivery times specified below and subject to (i) any extensions as may be required for force majeure events; (ii) delay to the delivery by the courier; (iii) events outside Singtel Mobile’s reasonable control; or (iv) where Singtel Mobile deems it necessary to perform additional verifications relating to the Customer’s Service Request.

 

Request Acceptance Time	Pick-Up Time Slot	Return Time
Before 2:00pm, Monday – Friday	9:00am to 12:00pm   10:00am to 2:00pm	Next day 2:00pm to 6:00pm (Monday – Friday)
After 2:00pm, Monday – Friday	2:00pm to 6:00pm	2 days later 2:00pm to 6:00pm (Monday – Friday)
Before 12:00pm, Friday	9:00am to 12:00pm	Next day 2:00pm to 6:00pm, Saturday
After 12:00pm, Friday	2:00pm to 6:00pm	2 days later 2:00pm to 6:00pm, Sunday

 

5.4.1. There are separate pick-up and return timings for Huawei and Xiaomi Devices. The Customer will be advised by the Contact Centre as to the latest schedule at the point the Service Request.

 

5.4.2. The Customer acknowledges that both Singtel Mobile and Asurion will be under no duty to perform any verifications other than the visual inspection of NRIC and staff pass or business card of the Customer’s employee, and in particular, Singtel Mobile will not verify whether or not such staff pass or business card is authentic. If any of the verification documentation is unavailable, Singtel Mobile will request additional verification documentation such as the ACRA business profile form of the Customer, a letter of authorisation to the benefit of the recipient (in a form satisfactory to Singtel Mobile) and/or a copy of the NRIC of the person issuing the letter of authorisation.

 

5.5. Costs – Pick-ups from and deliveries to an address in Singapore will be made at no charge to the Customer except that any re-deliveries after a failed attempt to deliver to the Customer, if offered by Singtel Mobile, will be subject to a surcharge of $45 (including GST) per delivery to be paid by the Customer in advance by credit card or debit card.

 

5.6. Delivery formalities – To complete the Service Request, the courier picking up and delivering the Registered Device for a Device Refresh:

 

5.6.1. will ask for and verify the recipient’s NRIC, staff ID or business card;

 

5.6.2. verify that the Device the Customer is presenting is the same as the Registered Device (by comparing the make, model and IMEI of the Registered Device against that of the Device that the Customer presents) and collect the Registered Device from the Customer;

 

5.6.3. may inspect the Registered Device to see if there is any Modification; and

 

5.6.4. will pick up or deliver the Customer’s Registered Device for a Device Refresh to the Customer.

 

5.7. Failure to disable locking – If Singtel Mobile discovers that the Customer did not turn off the personal lock security feature in the Device the Customer provided, Singtel Mobile will not perform the Device Refresh.

 

5.8. Modified Devices – If Singtel Mobile discovers that the Registered Device the Customer tendered to the courier has been subject to Modification, then Singtel Mobile will at its sole discretion:

 

5.8.1. reject the Service Request at the time the Registered Device is tendered to the courier and the Service Request will be considered cancelled. Singtel Mobile will refund the service fee; or

 

5.8.2. return to the Customer at the Customer’s cost the Registered Device tendered to the courier. The Service Request will be considered cancelled and Singtel Mobile will refund to the Customer the service fee.

 

5.9. Warranty

 

5.9.1. Under Enterprise Device Care Lite, the Customer is entitled to a 12-month warranty for each Device Refresh against manufacturer malfunctions and defects that starts from the date of payment of the service fee.

 

5.9.2. The Customer may make a warranty claim for the Device Refresh via the Contact Centre. The Customer’s request for warranty service will be handled in the same way as a Service Request except that it will not count towards the Limit and the service fee will not be payable.

 

5.10. Acknowledgement

 

5.10.1. The Customer acknowledges that:

 

5.10.1.1. Singtel Mobile will delete all data on the Registered Device provided by the Customer without reference to the Customer and without liability on Singtel Mobile’s part; and

 

5.10.1.2. where the Registered Device is replaced under a warranty claim directly with the original equipment manufacturer, that the Customer has the responsibility of updating the replacement IMEI number by contacting the Contact Centre.

 

Last Revised on 9^th July 2025