1. TERMS, ACCEPTANCE AND INTERPRETATION

1.1 These terms and conditions (Terms) set out the agreement between you and PTC Phone Tech & Comm (the Agreement) in relation to your purchase and use of PTC Care Plus (the Program).

1.2 You acknowledge that you have read and fully understood. Your Program, upon the Start Date, constitutes unconditional acceptance to be bound by these Terms. These may be amended from time to time.

1.3 Words and phrases which appear in bold are defined in the context which they appear or in the definition clause 13 below.

1.4 A reference to “you” and “your” means the customer who seeks to enrol or has enrolled for the Membership.

1.5 Australian Consumer Law and Consumer Guarantees– Our goods and services, including PTC Care Plus come with statutory Consumer Guarantees that cannot be excluded under the Australian Consumer Law. If your Registered Device suffers a defect or failure which is covered by a Consumer Guarantee, you are entitled to a repair, replacement or refund (at PTC Phone Tech & Comm’s discretion) for a minor failure or a refund or compensation for a major failure only related to works completed by PTC Phone Tech & Comm through the PTC Care Plus Membership.

2. MEMBERSHIP INCLUSIONS AND CONDITIONS

PTC Care+ is not an insurance product.

PTC Care+ does not cover lost or stolen devices.

Membership pricing can change at PTC’s discretion
Membership is not transferable to another person. Exceptions apply.
Membership is transferable to another device once per year. Subject to availability.
Only eligible devices are accepted into PTC Care + Membership. Not all devices are considered eligible and are updated
A 30-Day waiting period applies to each monthly redeemed Screen Protector replacement. Monthly Screen Protector Replacement does not accumulate if the Membership holder does not redeem when eligible.
Monthly Screen protector replacement can also be used towards Techwrap, Lens protector or other products at PTC’s discretion.
Lens Protector is subject to available models only
A 30-Day waiting period applies for repair membership pricing and replacement on a Monthly Plan
The 30-day waiting period for repair membership pricing can be waived for Annual Plans at PTC’s discretion.
Exclusive membership repair pricing is only available for screen and battery replacement. Other repair components are not included
Battery replacement is subject to available models only
Minimum spend per transaction is $30 for the $10 Store Voucher and $50 for the $20 Store Voucher. One voucher redeemable per transaction. For in-store use Online store use once per month
Birthday Gift redemption can be used 3 days before and within 3 days after the members exact birthday. Must be redeemed in-Store only by Membership holder. Photo ID is required.
An extended 12-month warranty is available for pre-owned devices purchased within PTC outlets only. Signs of physical and water damage will void the device warranty.
Member benefits are redeemable by the registered device owner only.
Membership benefits cannot be used in conjunction with other offers.
Redemption of benefits are in-store or through the PTC Care + Portal at: ptc.net.au/ptc/login/
For monthly billing, if a payment is unsuccessful an attempt will be made on the following occasions:

3 days after the billing due date
5 days after the billing due date
7 days after the billing due date

If the payment remains unsuccessful the Care+ Account will be automatically cancelled in the Care+ system, the account can not be re-opened, and a new Care+ account (including the activation fee) will need to be created.

2.1 PTC Essential membership does not include any eligible member only screen and battery replacement price service. Use of $10 or $20 vouchers towards general repair prices are accepted.

3. ENROLMENT

3.1 Eligibility Criteria – In order to apply for enrolment for the Membership for an Eligible Device you must:

3.1.1 provide your full name and email address; and

3.1.2 pay the upfront Fee (if applicable).

3.2 Time of application – You may make your application either:

3.2.1 at the time you purchase your Eligible Device by;

(a) providing the IMEI number of your Eligible Device;

(b) confirmation that your Eligible Device is in your possession and in good working order by:

3.3 Acceptance and rejection –

The Start Date of your Subscription to the Program is the date in which your application was approved either in-store or online

3.3.1 Your application may be unsuccessful:

(a) if you have previously been rejected or terminated from the Membership.

3.3.2 Your application for enrolment in the Membership may be rejected or your Subscription to the Membership may be terminated within 30 days of your application date if any of the eligibility criteria in clause 1 are not met.

3.4 Enrolment conditions – You may enrol multiple Eligible Devices (each with a separate IMEI or Serial Number) under separate Subscriptions. A Membership Fee will be charged for each enrolled Eligible Device.

4. FEES & PAYMENT METHOD

4.1 Application Fee – You will pay the applicable fee provided to you immediately prior to your application for a monthly membership. An application fee is only charged once per account created for the longevity of the membership.

4.2 GST – All fees set out in this clause 4 and throughout these Terms are inclusive of In the event of a change to the rate of GST, PTC Phone Tech & Comm reserves its right to adjust the Fees and prices accordingly.

4.3 For Monthly Plans paid in installments (where available), you agree to have the credit card, debit card or other authorised payment source used for your initial Plan purchase, kept on file to automatically charge in advance of the first day of each renewal or instalment period following your initial payment or your first Plan payment.

4.4 All plan subscriptions can be cancelled via the portal or by contacting customer support. https://www.ptc.net.au/ptc/login

Annual plans remain valid until the end of the membership term.
Monthly plans remain valid until the end of the current billing cycle.

4.5 If continuation is available and you elect to assume payment and continue the Plan, you agree to have the Payment Source kept on file as necessary with Stripe to automatically charge in advance of the first day of each renewal or instalment period. If your Payment Source cannot be charged for any reason, and you have not otherwise made the appropriate renewal or instalment payment on time, your Plan coverage will cease from the due date. PTC Phone Tech & Comm has the right, but not the obligation, to accept any late payment and allow your Plan to continue from the date of late payment. For Monthly Plans only, if the price of your Monthly Plan is subject to change upon renewal, you will be notified in advance of any price increase.

5. REPAIR

5.1 Membership only repair price is only available for PTC Care Plus customers (Pro Care Plus and Lite Care Plus member). The membership-only repair price is available exclusively to PTC Care Plus customers (Pro Care Plus and Lite Care Plus members). This benefit is subject to availability, including part availability and technician capacity, and repairs may need to be scheduled based on current workloads and repair demand.

5.2 If a repair option is not available for the device, customers who are Pro Care Plus or Lite Care Plus members can receive a $10 discount on their membership price for the first year as an alternative.

5.3 Care Plus Pro customers are eligible to redeem and use the member-only repair price service on two occasions per year for screen repairs and on one occasion per year for battery replacements. These services are subject to availability, including part availability and technician capacity, and may require scheduling based on current workloads and repair demand.

5.4 Care Plus Lite customers are eligible to redeem and use the member only repair price service on two occasions per year on a screen repair only. These services are subject to availability, including part availability and technician capacity, and may require scheduling based on current workloads and repair demand.

5.5 Care Plus Essential customers are not eligible to redeem and use the member only repair price service.Use of $10 or $20 vouchers towards general repair prices are accepted.

5.6 Screen replacements using member-only repair service are for the replacement of the screen only. It does not include any other repair components of the device.

5.6.1 For the member-only repair service, customers have the option to select either OEM parts or Incell parts. Genuine Apple Display available for some Apple devices.

5.6.2 In the event that both OEM and Incell parts are unavailable, customers will be informed of the expected wait time for these parts to become available. Alternatively, customers can choose to proceed with Ultra Plus quality parts to avoid the wait time. Only for selected models.

5.7 Battery replacements using member only repair service is for the replacement of the battery ONLY. It does not include any other repair components of the device.

5.8 Any parts (other than the screen or battery) that requires repair will incur extra charges. Quotes can be provided by our in-store staff.

5.9 Please refer to our screen and battery replacement list in-store for all supported models

5.10 Inoperable Device – If you submit a Registered Device as part of a Repair Request and it is determined to be inoperable, your Repair Request may be cancelled. A device may be considered inoperable under the following circumstances:

5.10.1 The device is disabled or locked (including IMEI blocked), and PTC Phone Tech & Comm is unable to remedy this; and/or

5.10.2 The device has missing or customized parts; and/or

5.10.3 PTC Phone Tech & Comm is unable to unlock, enable, or otherwise make the device operable; and/or

5.10.4 The fault of the device cannot be properly determined.

6. OTHER WARRANTY INCLUSIONS

6.1 Screen replacements completed under member only price includes a lifetime warranty for OEM Screen; 6-month warranty for Incell/Ultra Plus Screen. Signs of physical and water damage will void the repairwarranty.

6.2 Battery replacements completed under member only prices includes a 6 month warranty. Signs of physical and water damage will void the repair warranty.

6.3 Pre-owned devices purchased in PTC include an extended 12-month warranty. Signs of physical and water damage will void the device warranty. All parts used for warranty repairs will be store-available parts, including OEM or Incell quality parts.

7. INSPECTION AND DEEP CLEAN SERVICE

7.1 Inspection service of PTC Care Plus includes but is not limited to; device health condition checks, touch sensitivity, screen condition, top sensor function, top and loud speaker function, charging condition (including cable and wireless charging), wifi, cellular, and bluetooth connection, front and back camera condition, and an all button functioning check.

7.2 PTC Care Plus Deep Clean service includes cleaning of top and bottom speakers (outside), soft clean of charging port area and entire surface of the device sanitized.

8. REFUND POLICY

8.1 14-day change of mind period for cancelling your subscription.

8.2 Upon cancellation of the Care Plus Pro or Lite Plan, you may choose one of the following options:

8.2.1 A full refund, provided all redeemed benefits are returned

8.2.2 A partial refund, which will be calculated by a PTC customer service representative based on the value of the benefits that have not been returned.

8.2.3 The Essential Plan is exclusively available to existing Essential Plan members renewal. Plan changes are only available at the time of renewal.

PTC Care Plus Terms and Conditions