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  • Extra Safeguard

Terms & Conditions

General Terms & Conditions:

  • This service Contract is not transferable to any subsequent owner of the Protected Device
  • The Accidental Damage Protection Service contract must be purchased at the same date and time of purchasing mobile phone and should be in the same invoice.
  • This Accidental Damage Protection Service subscription is for one non-renewable year.
  • This service is exclusive to the device's IMEI registered on eXtra's system and customer's contract.
  • The Accidental Damage Protection Annual Service contract shall automatically terminate upon claiming repairs or when the protected device replaced with the new one replacement without prejudice to the exclusions of these general conditions and the covered limits.
  • Customer's right
    Repairs or Replacement

    Essential (1 year)

    2 times

    Favorite (2 years)

    2 times per year
  • Replacement or Repair Decision, only allowed to be decided based on technical diagnose and Technician decision.
  • Processing time of claim shall not exceed 15 days, at the event of service center exceeding time limit customer shall be compensated.
  • eXtra shall provide genuine parts and shall not void manufacturer warranty for any protected device.
  • This contract is valid only in Saudi Arabia.
  • Customer is entitled to benefits of service upon paying service fees only as one-time.
    • Charge for each repair (Fee 99 SR)
    • Replacement (Fee 199 SR) under this service contract.
  • Customer must present original invoice of product and contract to make use of service.
  • Devices are subject to loss of information in repair and replacement unless customer bought additional transfer or backup service from extra on a different contract.
  • As customer benefits from replacement service, ownership of old device is automatically transferred to eXtra.

Customer shall:

  • Take all reasonable precautions to minimize the damage.
  • Contact extra to notify the damage immediately.
  • Provide eXtra with all relevant information as may be required.
  • The Customer approves that any user/password, email, or applications (pre-set and/or installed) should be removed from the protected device at the time of service. The customer will give all requested information to the repair shop to access the protected device.
  • Backup the device's data should be done by the Customer before giving the protected device to the workshop for repair/replacement service.

General exclusions:

The following cases are excluded from the scope of the Accidental Damage Protection Service Contract:

  • Repairs or replace of the device conducted outside extra
  • Any Force Majeure events.
  • Accidental damage or losses that occur outside KSA.
  • Normal wear and tear, obsolescence, corrosion, and rust, sweat or condensation, even where this entails fading or loss of enamel coating on the screen.
  • Slight damage of Protected Good chipped at edges or minimally such as Scratches, dents and any other purely cosmetic damages which do not impair visibility and normal use of the terminal. Slight damage shall not include cracking of the screen.
  • Failures caused by mishandling or inadequate use, including but not limited to: heat or cold exceeding the manufacturer's indications, and voltage changes.
  • Dully excluded Accidental damages of accessories, such as remote control, adapters, battery, hands-free kit, chargers, transformers, external cables or any consumable parts.
  • Software (including operating systems) loss or failure, the configuration of user settings, or the process of backing up or recovery of data, loss, corruption, or damage to data operating systems, damages caused by viruses or any kind of software issue. Understood as Software the programs installed in the mobile that renders the Insured Terminal inoperative.
  • Intentional Damage
  • The loss, theft or mislaying of the Terminal.
  • Loss or damage caused by incorrect storage, poor maintenance, willful negligence, incorrect installation, incorrect set up, unless the authorized service center representative would confirm otherwise with due substantiation
  • Loss or damage caused by incorrect storage, poor maintenance, willful negligence, incorrect installation, incorrect set up, unless the authorized service center representative would confirm otherwise with due substantiation.
  • Loss or damage that is covered by a supplier, dealer or factory warranty.
  • Accidental damage cover is not applicable if model number or serial number or IMEI/Serial number sticker (previously registered) of the mobile phone is removed, altered, damaged, defaced, smudged or erased or different from the IMEI/Serial Number stated in the Protection service contract.
  • Consequential damage of any kind.
  • Transportation or shipping costs born by the customer to and from authorized facility designated by eXtra.
  • Repairs or replace of the device conducted without previous permission from eXtra.
  • Any kind of civil liability incurred by the customer.
  • Any services or event reimbursable under any protection service or manufacturing warranty.
  • Devices considered water proof by the manufacturer and devices pertaining an IP rating above 68 are excluded from water damage coverage. It is understood here that any other liquid damage (coffee, soft drink, etc.) not covered by the manufacturer warranty will be covered by this accidental damage protection service contract

General Terms & Conditions:

  • This service can only be purchased at the time of purchasing a new computer from one of eXtra stores.
  • The service coverage commences on the original computer purchase date and will expire on the date noted on the contract.
  • The service is inclusive of the manufacturer’s warranty; it does not replace the manufacturer’s warranty, but provides certain additional benefits during the term of the manufacturer’s warranty.
  • After the manufacturer’s warranty expires, this service continues to provide same manufacturer’s warranty benefits as well as certain additional benefits listed within the service details.
  • All repairs and maintenance covered under this service will be performed on a carry-in basis to eXtra stores only. If there is no eXtra store in your city; you will be required to ship your computer to the nearest eXtra store for repair on your account.
  • You must operate your computer in line with the manufacturer’s instructions.
  • This service is valid only inside the borders of Kingdom of Saudi Arabia.

Purchases Records / Program Ownership:

  • All original receipts and service contract are required for any repair or replacement. In case of replacement, the old product will be kept by eXtra.
  • You can transfer the ownership of this service to the new owner of a covered computer. However, the service itself is not transferrable to any other computer.
  • The service holder must have the original documents to receive the service.

Recurring Repairs Policy:

  • There is no limit to the number of repairs to your computer which can be approved during the period of this service.
  • After three repairs for the same fault have been completed on the computer within any consecutive twelve months and that computer requires the same fourth repair, as determined by eXtra service center, you could recieve a replacement new product with the same features of original product or higher (based on availability).

General Exclusions:

This program does not cover by any means any of the following:

  • Damage or failure caused by accidental or intentional physical damage, broken screens, spilled liquids, misuse, abuse, normal wear and tear, altered serial numbers or damage caused by non-authorized repair personnel
  • Non-operating and cosmetic damage such as damage to paintwork or scratches to the computer.
  • Loss of any data/files that exists on the computer while being repaired. Therefore we recommend that you perform data back up on a regular basis as we will not restore any data/files in the event of repairing your computer.
  • Loss, failure, corruption, or damage of any software or operating system.
  • Damage or failure of the computer due to virus attacks, configuration of user settings or the processes of backing up or recovery of data.
  • Damage resulting from power outage, power surges, fluctuating voltage or improper voltage or current.
  • Internal or external batteries of the product.
  • Damage or failure related to a computer hardware that was not included in the original purchase package.
  • Costs arising from being unable to use the computer, including, but not limited to, loss of profits, loss of data, down-time and charges for time and efforts.
  • Theft of the computer hardware.
  • Computers sold with no manufacturer warranty.

Manufacturer’s Responsibilities:

  • Parts and services covered by the manufacturer’s warranty are the responsibility of the manufacturer only during the manufacturer’s warranty covered period. Availability of spare parts as well is the responsibility of the authorized local supplier in-order to execute the repair activities after the manufacturer’s warranty period.

Availability of Services:

  • This service includes pixel burn-out warranty based upon the manufacturer’s guidelines.
  • Repair time is the time from receiving the product at any eXtra service centre to the time the customer is notified about completion of the repair.
  • If eXtra service centre is not able to repair the computer within 30 days, you will be entitled to have a replacement with a new product.
  • The 30 days are calculated from the time of receiving the computer at any eXtra store till the customer is notified about the completion of the repair activity.

Cancellation / Termination of the service:

  • This service is not available or valid on products used for commercial purpose (multi-user organizations) or public rental. Use of a product for those purposes will void this service.
  • This service shall be cancelled by us for fraud or material misrepresentation, including but not limited to: change, alteration or removal of serial numbers, or unauthorized repair.
  • In case of cancellation within seven days of the purchase of this service, you shall receive a full refund of the price for the program provided that no service has been performed.
  • No cancellation fee applies to this service.
  • If we replaced the product for any of the reasons stated in this contract; the defective computer will become a property of the United Electronics Company "eXtra", and the service will immediately be deemed to be fulfilled and will terminate.

Accidental Damage warranty Terms & Conditions:

  • The Accidental Damage Protection Service contract must be purchased at the same date and time of purchasing mobile phone and should be in the same invoice.
  • This service is sold as add on to extra safeguard services and should not be sold as a standalone service.
  • All repairs and replacement activity will be performed on a carry-in basis only and must be arranged through an Extra store or service centre. (Except when mentioned differently on the service contract).
  • The period of the accidental warranty service to be exactly the same as extra safeguard service.
  • The extra safeguard Service contract (extended warranty + accidental warranty) shall automatically terminate upon claiming any of the following:
    • Device replacement according to any of the contracts features
    • Completion of two breakages or liquid spell repairs
  • Customers entitlement for the accidental warranty
    Number of entitlement Cost

    Replace

    One time

    499 SR
    or

    Repair

    Two times

    199 SR
  • Replacement or Repair Decision, only allowed to be decided based on technical diagnose and Technician decision.
  • Processing time of claim shall not exceed 30 days, at the event of service center exceeding time limit the device will be replaced.
  • This contract is valid only in Saudi Arabia.
  • Customer must present original invoice of product and contract to make use of service.
  • Devices are subject to loss of information in repair and replacement.
  • As customer benefits from replacement service, ownership of old device is automatically transferred to extra.

Customer shall:

  • Take all reasonable precautions to minimize the damage.
  • Contact extra to notify the damage immediately.
  • The Customer approves that any user/password, email, or applications (pre-set and/or installed) should be removed from the protected device at the time of service. The customer will give all requested information to the repair shop to access the protected device.
  • Backup the device's data should be done by the Customer before giving the protected device to the technical center for repair/replacement service.
  • In case of product replacement, the customer shall receive new product with same features of original product or higher (bases on availability).

General exclusions:

The following cases are excluded from the scope of the Accidental Damage Protection Service Contract:

  • Repairs or replace of the device conducted outside extra
  • Any Force Majeure events.
  • Accidental damage or losses that occur outside KSA.
  • Normal wear and tear, obsolescence, corrosion and rust or condensation, even where this entails fading or loss of enamel coating on the screen.
  • Slight damages and scratches that do not include cracking of the screen.
  • Failures caused by mishandling or inadequate use, including but not limited to: heat or cold exceeding the manufacturer's indications, and voltage changes.
  • Dully excluded Accidental damages of accessories, such as remote control, adapters, battery, hands-free kit, chargers, transformers, external cables or any consumable parts, that are not covered by the warranty.
  • Software (including operating systems) loss or failure, the configuration of user settings, or the process of backing up or recovery of data, loss, corruption, or damage to data operating systems, damages caused by viruses or any kind of software issue. Understood as Software the programs installed in the device that renders the insured terminal inoperative.
  • Intentional Damage
  • The loss, theft or mislaying of the Terminal.
  • Loss or damage caused by incorrect storage, poor maintenance, willful negligence, incorrect installation,incorrect set up, unless the authorized service center representative would confirm otherwise with due substantiation.
  • Consequential damage of any kind.
  • Any kind of civil liability incurred by the customer.

Details of the Step-up Service:

  • All program repair and preventive maintenance activities (except when mentioned differently on the service contract) will be performed on a carry-in basis only and must be arranged through an Extra store or service center.
  • All service coverage commences on the original product purchase date and will expire on the date noted on the service contract.
  • The service is inclusive of the manufacturer's warranty; it does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty. After the manufacturer's warranty expires, this program continues to provide some of the ty benefits as well as certain additional benefits listed within the service details.
  • If there is no eXtra store in your city; you will be required to ship your covered product for repair.
  • This service ownership is transferable. The program holder must have original documentation to receive service.

Purchases records (in case of replacement or repair):

All original receipts and service contract are required for any replacement, and the old product will be kept by eXtra. The original service contract is required for any repair service.

Recurring Repairs Policy:

After three same service repairs have been completed on an individual product within any consecutive twelve months and that individual product requires the same fourth repair, as determined by eXtra service centre, you could receive a replacement new product with same features of original product or higher (bases on availability).

General Exclusions:

This service does not cover by any means any of the following:

  • Repairs caused by accidental or intentional physical damage, spilled liquids, misuse, abuse /normal wear and tear.
  • Altered serial numbers or damage caused by non-authorized repair personnel.
  • Replacement costs for lost or consumable parts (knobs, remotes, cartridges, drums, lamps, batteries, etc.).
  • Cosmetic damage and problems due to improper and/or non-factory installations or repairs. This service is not available or valid on products used for commercial purpose (multi-user organizations), public rental. Use of a product for those purposes will void this service.

The service does not cover:

  • Loss of any information or data that fails on a product while being repaired. It is your responsibility to back-up data stored on any media, including, but not limited to, computer drives, disks, CDs, DVDs, and memory cards.
  • Repairs related to installed software, computer viruses or computer hardware that is added after the original purchase. Indirect consequential or incidental damages, including, but not limited to, loss of profits, loss of data, down-time and charges for time and efforts.
  • Any fees related to third party contracts.
  • Theft
  • Any product outside the country of purchase (unless otherwise stated in the contract).
  • Consumable and disposable materials/parts (paper, ink...).
  • Items sold with no manufacturer warranty or “As Is” items. If we replace the product for any of the reasons stated in this contract; the program will immediately be deemed to be fulfilled and will terminate.

Manufacturer's responsibilities:

Parts and services covered by the manufacturer's warranty are the responsibility of the manufacturer only, during the manufacturer's warranty covered period. Availability of the spare parts as well is the responsibility of the authorized local supplier in order to execute the repair activities after the manufacturer's warranty period.

Availability of Services:

  • Purchaser of the service program will be entitled to a 48 hours response time, the response time is the time from eXtra receipt of the service request till the time when a decision is made about the request.
  • Purchaser of the service program will be entitled for a temporary replacement of his original product if the repair takes more than 48 hours. The temporary replacement is of different brand, size and value from the original product and should be returned immediately when the repaired product is returned to the customer.
  • Repair time is the time from original product withdrawal from the customer home, if applicable, or the receipt of the product at any eXtra service center to the time the customer is notified about completion of the repair.
  • If the eXtra service center is not able to repair the product within 30 days, you will be entitled to have a replacement with a new product.
  • 30 days are calculated from the time of the original product withdraw from customer home, if applicable, or the receipt of the product at any Extra service center till the customer is notified about the completion of the repair activity.

Cancellation / Termination of the service:

  • This program shall be cancelled by us for fraud or material misrepresentation, including but not limited to commercial or rental use. Unauthorized repair of covered equipment shall result in the cancellation of the program by us. In case of cancellation within seven days of the purchase of this program, you shall receive a full refund of the price for the program provided no service has been performed.
  • No cancellation fee applies to this program.

Preventive maintenance checks:

This program includes cleaning and/or alignments limited to the following products: home cassette desks, VCRs and camcorders. These maintenance checks are limited to once a year. All preventive maintenance checks will be performed on a carry-in basis.

Product specific benefits:

  • Viewing mechanisms (including, but not limited to, LCD TV screens, Plasma TV screens) are covered, unless failure is due to accidental or intentional damage.
  • This service provides pixel replacement based upon manufacturer's guidelines.
  • The program includes re-installation for one time during the program period of same products (plasma, home theater, washing machine) if originally installed by eXtra technician. This does not include any transportation cost from the original place to the new one.

Details of the Step-up Service:

  • All program repair and preventive maintenance activities (except when mentioned differently on the service contract) will be performed on a carry-in basis only and must be arranged through an Extra store or service center.
  • All service coverage commences on the original product purchase date and will expire on the date noted on the service contract.
  • The service is inclusive of the manufacturer's warranty; it does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty. After the manufacturer's warranty expires, this program continues to provide some of the ty benefits as well as certain additional benefits listed within the service details.
  • If there is no eXtra store in your city; you will be required to ship your covered product for repair.
  • This service ownership is transferable. The program holder must have original documentation to receive service.

Purchases records (in case of replacement or repair):

All original receipts and service contract are required for any replacement, and the old product will be kept by eXtra. The original service contract is required for any repair service.

Recurring Repairs Policy:

After three same service repairs have been completed on an individual product within any consecutive twelve months and that individual product requires the same fourth repair, as determined by eXtra service center, you could receive a replacement new product with same features of original product or higher (bases on availability).

General Exclusions:

This program does not cover by any means any of the following:

  • Repairs caused by accidental or intentional physical damage, spilled liquids, misuse, abuse /normal wear and tear.
  • Altered serial numbers or damage caused by non-authorized repair personnel.
  • Replacement costs for lost or consumable parts (knobs, remotes, cartridges, drums, lamps, batteries, etc.).
  • Cosmetic damage and problems due to improper and/or non-factory installations or repairs. This service is not available or valid on products used for commercial purpose (multi-user organizations), public rental. Use of a product for those purposes will void this service.
  • Loss of any information or data that fails on a product while being repaired. It is your responsibility to back-up data stored on any media, including, but not limited to, computer drives, disks, CDs, DVDs, and memory cards.
  • Repairs related to installed software, computer viruses or computer hardware that is added after the original purchase. Indirect consequential or incidental damages, including, but not limited to, loss of profits, loss of data, down-time and charges for time and efforts.
  • Any fees related to third party contracts.
  • Theft
  • Any product outside the country of purchase (unless otherwise stated in the contract).
  • Consumable and disposable materials/parts (paper, ink...).
  • Items sold with no manufacturer warranty or “As Is” items. If we replace the product for any of the reasons stated in this contract; the program will immediately be deemed to be fulfilled and will terminate.

Manufacturer’s Responsibilities:

Parts and services covered by the manufacturer's warranty are the responsibility of the manufacturer only, during the manufacturer's warranty covered period. Availability of the spare parts as well is the responsibility of the authorized local supplier in order to execute the repair activities after the manufacturer's warranty period.

Availability of Services:

  • Purchaser of the service program will be entitled to a 48 hours response time, the response time is the time from eXtra receipt of the service request till the time when a decision is made about the request.
  • Purchaser of the service program will be entitled for a temporary replacement of his original product if the repair takes more than 48 hours. The temporary replacement is of different brand, size and value from the original product and should be returned immediately when the repaired product is returned to the customer.
  • Repair time is the time from original product withdrawal from the customer home, if applicable, or the receipt of the product at any eXtra service center to the time the customer is notified about completion of the repair.
  • If the eXtra service center is not able to repair the product within 30 days, you will be entitled to have a replacement with a new product.
  • 30 days are calculated from the time of the original product withdraw from customer home, if applicable, or the receipt of the product at any Extra service center till the customer is notified about the completion of the repair activity.

Cancellation / Termination of the service:

  • This program shall be cancelled by us for fraud or material misrepresentation, including but not limited to commercial or rental use. Unauthorized repair of covered equipment shall result in the cancellation of the program by us. In case of cancellation within seven days of the purchase of this program, you shall receive a full refund of the price for the program provided no service has been performed.
  • No cancellation fee applies to this program.

Preventive maintenance checks:

This program includes cleaning and/or alignments limited to the following products: home cassette desks, VCRs and camcorders. These maintenance checks are limited to once a year. All preventive maintenance checks will be performed on a carry-in basis.

Product specific benefits:

  • Viewing mechanisms (including, but not limited to, LCD TV screens, Plasma TV screens) are covered, unless failure is due to accidental or intentional damage.
  • This service provides pixel replacement based upon manufacturer's guidelines.
  • The program includes re-installation for one time during the program period of same products (plasma, home theater, washing machine) if originally installed by eXtra technician. This does not include any transportation cost from the original place to the new one.

Details of the Step-up Service:

  • All program repair and preventive maintenance activities (except when mentioned differently on the service contract) will be performed on a carry-in basis only and must be arranged through an Extra store or service center.
  • All service coverage commences on the original product purchase date and will expire on the date noted on the service contract.
  • The service is inclusive of the manufacturer's warranty; it does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty. After the manufacturer's warranty expires, this program continues to provide some of the ty benefits as well as certain additional benefits listed within the service details.
  • If there is no eXtra store in your city; you will be required to ship your covered product for repair.
  • This service ownership is transferable. The program holder must have original documentation to receive service.

Purchases records (in case of replacement or repair):

All original receipts and service contract are required for any replacement, and the old product will be kept by eXtra. The original service contract is required for any repair service.

Recurring Repairs Policy:

After three same service repairs have been completed on an individual product within any consecutive twelve months and that individual product requires the same fourth repair, as determined by eXtra service center, you could receive a replacement new product with same features of original product or higher (bases on availability).

General Exclusions:

This program does not cover by any means any of the following:

  • Repairs caused by accidental or intentional physical damage, spilled liquids, misuse, abuse /normal wear and tear.
  • Altered serial numbers or damage caused by non-authorized repair personnel.
  • Replacement costs for lost or consumable parts (knobs, remotes, cartridges, drums, lamps, batteries, etc.).
  • Cosmetic damage and problems due to improper and/or non-factory installations or repairs. This service is not available or valid on products used for commercial purpose (multi-user organizations), public rental. Use of a product for those purposes will void this service.
  • Loss of any information or data that fails on a product while being repaired. It is your responsibility to back-up data stored on any media, including, but not limited to, computer drives, disks, CDs, DVDs, and memory cards.
  • Repairs related to installed software, computer viruses or computer hardware that is added after the original purchase. Indirect consequential or incidental damages, including, but not limited to, loss of profits, loss of data, down-time and charges for time and efforts.
  • Any fees related to third party contracts.
  • Theft
  • Any product outside the country of purchase (unless otherwise stated in the contract).
  • Consumable and disposable materials/parts (paper, ink...).
  • Items sold with no manufacturer warranty or “As Is” items. If we replace the product for any of the reasons stated in this contract; the program will immediately be deemed to be fulfilled and will terminate.

Manufacturer’s Responsibilities:

Parts and services covered by the manufacturer's warranty are the responsibility of the manufacturer only, during the manufacturer's warranty covered period. Availability of the spare parts as well is the responsibility of the authorized local supplier in order to execute the repair activities after the manufacturer's warranty period.

Availability of Services:

  • Purchaser of the service program will be entitled to a 48 hours response time, the response time is the time from eXtra receipt of the service request till the time when a decision is made about the request.
  • Purchaser of the service program will be entitled for a temporary replacement of his original product if the repair takes more than 48 hours. The temporary replacement is of different brand, size and value from the original product and should be returned immediately when the repaired product is returned to the customer.
  • Repair time is the time from original product withdrawal from the customer home, if applicable, or the receipt of the product at any eXtra service center to the time the customer is notified about completion of the repair.
  • If the eXtra service center is not able to repair the product within 30 days, you will be entitled to have a replacement with a new product.
  • 30 days are calculated from the time of the original product withdraw from customer home, if applicable, or the receipt of the product at any Extra service center till the customer is notified about the completion of the repair activity.

Cancellation / Termination of the service:

  • This program shall be cancelled by us for fraud or material misrepresentation, including but not limited to commercial or rental use. Unauthorized repair of covered equipment shall result in the cancellation of the program by us. In case of cancellation within seven days of the purchase of this program, you shall receive a full refund of the price for the program provided no service has been performed.
  • No cancellation fee applies to this program.

Preventive maintenance checks:

This program includes cleaning and/or alignments limited to the following products: home cassette desks, VCRs and camcorders. These maintenance checks are limited to once a year. All preventive maintenance checks will be performed on a carry-in basis.

Product specific benefits:

  • Viewing mechanisms (including, but not limited to, LCD TV screens, Plasma TV screens) are covered, unless failure is due to accidental or intentional damage.
  • This service provides pixel replacement based upon manufacturer's guidelines.
  • The program includes re-installation for one time during the program period of same products (plasma, home theater, washing machine) if originally installed by eXtra technician. This does not include any transportation cost from the original place to the new one.

Accidental Damage warranty Terms & Conditions:

  • The Accidental Damage Protection Service contract must be purchased at the same date and time of purchasing mobile phone and should be in the same invoice.
  • This service is sold as add on to extra safeguard services and should not be sold as a standalone service.
  • All repairs and replacement activity will be performed on a carry-in basis only and must be arranged through an Extra store or service centre. (Except when mentioned differently on the service contract).
  • The period of the accidental warranty service to be one year with Essential package or 2 years with Favorite and Premium packages.
  • The extra safeguard Service contract (extended warranty + accidental warranty) shall automatically terminate upon claiming any of the following:
    • Device replacement according to any of the contracts features
  • Customers entitlement for the accidental warranty
    Number of entitlement Cost

    Replace

    One time

    499 SR
  • Replacement Decision, only allowed to be decided based on technical diagnose and Technician decision.
  • Processing time of claim shall not exceed 30 days, at the event of service center exceeding time limit the device will be replaced.
  • This contract is valid only in Saudi Arabia.
  • Customer must present original invoice of product and contract to make use of service.
  • Devices are subject to loss of information in repair and replacement.
  • As customer benefits from replacement service, ownership of old device is automatically transferred to extra.

Customer shall:

  • Take all reasonable precautions to minimize the damage.
  • Contact extra to notify the damage immediately.
  • The Customer approves that any user/password, email, or applications (pre-set and/or installed) should be removed from the protected device at the time of service. The customer will give all requested information to the repair shop to access the protected device.
  • Backup the device's data should be done by the Customer before giving the protected device to the technical center for repair/replacement service.
  • In case of product replacement, the customer shall receive new product with same features of original product or higher (bases on availability).

General exclusions:

The following cases are excluded from the scope of the Accidental Damage Protection Service Contract:

  • Repairs or replace of the device conducted outside extra
  • Any Force Majeure events.
  • Accidental damage or losses that occur outside KSA.
  • Normal wear and tear, obsolescence, corrosion and rust or condensation, even where this entails fading or loss of enamel coating on the screen.
  • Slight damages and scratches that do not include cracking of the screen.
  • Failures caused by mishandling or inadequate use, including but not limited to: heat or cold exceeding the manufacturer's indications, and voltage changes.
  • Dully excluded Accidental damages of accessories, such as remote control, adapters, battery, hands-free kit, chargers, transformers, external cables or any consumable parts, that are not covered by the warranty.
  • Software (including operating systems) loss or failure, the configuration of user settings, or the process of backing up or recovery of data, loss, corruption, or damage to data operating systems, damages caused by viruses or any kind of software issue. Understood as Software the programs installed in the device that renders the insured terminal inoperative.
  • Intentional Damage
  • The loss, theft or mislaying of the Terminal.
  • Loss or damage caused by incorrect storage, poor maintenance, willful negligence, incorrect installation,incorrect set up, unless the authorized service center representative would confirm otherwise with due substantiation.
  • Consequential damage of any kind.
  • Any kind of civil liability incurred by the customer.

Details of the Step-up Service:

  • All program repair and preventive maintenance activities (except when mentioned differently on the service contract) will be performed on a carry-in basis only and must be arranged through an Extra store or service centre.
  • All service coverage commences on the original product purchase date and will expire on the date noted on the service contract.
  • The servise is inclusive of the manufacturer's warranty; it does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty. After the manufacturer's warranty expires, this program continues to provide some of the ty benefits as well as certain additional benefits listed within the service details.
  • If there is no eXtra store in your city; you will be required to ship your covered product for repair.
  • This service ownership is transferable. The program holder must have original documentation to receive service.

Purchases records (in case of replacement or repair):

All original receipts and service contract are required for any replacement, and the old product will be kept by eXtra. The original service contract is required for any repair service.

Recurring Repairs Policy:

After three same service repairs have been completed on an individual product within any consecutive twelve months and that individual product requires the same fourth repair, as determined by eXtra service centre, you could receive a replacement new product with same features of original product or higher (bases on availability).

General Exclusions:

This program does not cover by any means any of the following:

  • Repairs caused by accidental or intentional physical damage, spilled liquids, misuse, abuse /normal wear and tear.
  • Altered serial numbers or damage caused by non-authorized repair personnel.
  • Replacement costs for lost or consumable parts (knobs, remotes, cartridges, drums, lamps, batteries, etc.).
  • Cosmetic damage and problems due to improper and/or non-factory installations or repairs. This service is not available or valid on products used for commercial purpose (multi-user organizations), public rental. Use of a product for those purposes will void this service.

The service does not cover:

  • Loss of any information or data that fails on a product while being repaired. It is your responsibility to back-up data stored on any media, including, but not limited to, computer drives, disks, CDs, DVDs, and memory cards.
  • Repairs related to installed software, computer viruses or computer hardware that is added after the original purchase. Indirect consequential or incidental damages, including, but not limited to, loss of profits, loss of data, down-time and charges for time and efforts.
  • Any fees related to third party contracts.
  • Theft
  • Any product outside the country of purchase (unless otherwise stated in the contract).
  • Consumable and disposable materials/parts (paper, ink...).
  • Items sold with no manufacturer warranty or “As Is” items. If we replace the product for any of the reasons stated in this contract; the program will immediately be deemed to be fulfilled and will terminate.
  • Air Conitioners transfer requests.

Manufacturer’s Responsibilities:

Parts and services covered by the manufacturer's warranty are the responsibility of the manufacturer only, during the manufacturer's warranty covered period. Availability of the spare parts as well is the responsibility of the authorized local supplier in order to execute the repair activities after the manufacturer's warranty period.

Availability of Services:

  • Purchaser of the service program will be entitled to a 24 hours response time, the response time is the time from eXtra receipt of the service request till the time when a decision is made about the request.
  • Purchaser of the service program will be entitled for a temporary replacement of his original product if the repair takes more than 48 hours. The temporary replacement is of different brand, size and value from the original product and should be returned immediately when the repaired product is returned to the customer (for the Window AC only).
  • Repair time is the time from original product withdrawal from the customer home, if applicable, or the receipt of the product at any eXtra service centre to the time the customer is notified about completion of the repair.
  • If the eXtra service centre is not able to repair the Window AC within 30 days and the Split AC within 5 days, you will be entitled to have a replacement with a new product.
  • The promised service level days are counted from the working days only.

Cancellation:

  • This program shall be cancelled by us for fraud or material misrepresentation, including but not limited to commercial or rental use. Unauthorized repair of covered equipment shall result in the cancellation of the program by us. In case of cancellation within seven days of the purchase of this program, you shall receive a full refund of the price for the program provided no service has been performed.
  • No cancellation fee applies to this program.
  • The contract will be terminated after the replacement. (1-time replacement).
  • The Service does not cover any issues caused by unauthorized installation teams.

Preventive maintenance checks:

This program includes cleaning and/or alignments limited to the following products: home cassette desks, VCRs and camcorders. These maintenance checks are limited to once a year. All preventive maintenance checks will be performed on a carry-in basis.

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