Cable Care Plan
Cable Care Plan+ +1 years and +2 years for Portable Chargers, Universal Connectors and Connectors for JUCER.
How Consumer Rights Affect this Plan
THE BENEFITS CONFERRED BY THIS PLAN ARE IN ADDITION TO ALL RIGHTS AND REMEDIES PROVIDED UNDER CONSUMER PROTECTION LAWS AND REGULATIONS. THIS PLAN SHALL NOT PREJUDICE THE RIGHTS GRANTED BY APPLICABLE CONSUMER LAW, INCLUDING THE RIGHT TO RECEIVE REMEDIES UNDER STATUTORY WARRANTY LAW AND TO SEEK DAMAGES IN THE EVENT OF THE NON-PERFORMANCE BY JUCER OF ANY OF ITS CONTRACTUAL OBLIGATIONS.
- The Plan.
This contract (the “Cable Care Plan+”) governs the services provided by JUCER under the above plans and includes the terms in this document, your Cable Care Plan+ Confirmation ("Cable Care Plan+ Confirmation"), and the original sales receipt for your Cable Care Plan+. Your Cable Care Plan+ Confirmation will be provided to you at the time of purchase. If you purchased your Cable Care Plan+ from JUCER, you may obtain a copy of your Plan Confirmation by going to mysupport.jucer.com/products.
Benefits under this Cable Care Plan+ are additional to your rights under applicable laws, the manufacturer's hardware warranty and any complimentary technical support. The terms of the Cable Care Plan+ apply the same whether paid for on a one-time basis (“Single-Pay Plan”) or a monthly basis (“Monthly Plan”) unless otherwise noted.
The Plan covers the following equipment (collectively, the "Covered Equipment"): (i) Portable Chargers (ii) Connectors (iii) Universal Connector products. (Excludes grounded Charging Stations)
Coverage begins when you purchase the Plan and continues through, unless cancelled, the date specified in your Plan Confirmation (the "Plan Term").
You can find the price of the Plan on the original sales receipt.
- What is Covered?
2.1 Hardware Services for Defects
If during the Cable Care Plan+ Term, you submit a valid claim by notifying JUCER that a defect in materials and workmanship has arisen in the Covered Equipment or, in relation to Covered Equipment which powers or charges a certified TUV device, used in accordance with EESS and RCM minimum standards for EV specified devices. Where the capacity of the Covered Device's battery to hold an electrical charge is less than seventy percent (70%) of its original specifications, JUCER will, at its discretion, either: (i) repair the defect at no charge, using new parts or parts that are equivalent to new in performance and reliability, or (ii) exchange the Covered Equipment with a replacement product that is new or equivalent to new in performance and reliability.
All replacement products provided under this Cable Care Plan+ will at a minimum be functionally equivalent to the original product. If JUCER exchanges the Covered Equipment, the original product becomes JUCER’s property and the replacement product is your property, with coverage effective for the replacement product for the remainder of the original Cable Care Plan+ Term.
2.2 Technical Support
During the Plan Term, JUCER will provide you with priority access to telephone and web-based technical support for Covered Equipment (“Technical Support”). Your Technical Support starts on expiration of the complimentary technical support provided by JUCER, which starts on the date you purchase the Covered Equipment. Technical support may include assistance with troubleshooting and recovery (excluding data recovery), and determining when hardware service is required or applicable.
JUCER Technical Support is limited to the following: (i) the Covered Equipment, (ii) the JUCER-branded Operating System (for CHARGING STATIONS. User interface for server administration and network management issues on JUCER's (CHARGING STATIONS) operating system server software. (iii) connectivity issues between the Covered Equipment and a JUCER device that meets the Covered Equipment’s connectivity specifications and runs an operating system supported by the Covered Equipment. Exclusions apply as described below.
- What is not Covered?
3.1 Hardware Service
JUCER may restrict Hardware Service to the country where the Covered Equipment was originally purchased.
JUCER will not provide Hardware Service in the following circumstances:
(a) to protect against normal wear and tear, or to repair cosmetic damage not affecting the functionality of the Covered Equipment;
(b) to protect against excessive or catastrophic physical damage to Covered Equipment (e.g., products that have been crushed or bent) or excessive or catastrophic damage to Covered Equipment caused by liquid contact (e.g., products that have been partially or wholly submerged in liquid);
(c) to conduct preventive maintenance;
(d) to replace Covered Equipment that is lost or stolen;
(e) to repair damage caused by reckless, abusive, willful or intentional conduct, or any use of the Covered Equipment in a manner not normal or intended by JUCER;
(f) to install, remove or dispose of the Covered Equipment or the equipment provided to you while the Covered Equipment is being serviced;
(g) to repair damage caused by a product that is not Covered Equipment;
(h) to repair any damage to Covered Equipment (regardless of the cause) if the Covered Equipment has been opened, serviced (including for upgrades and expansions), modified, installed or altered by anyone other than JUCER or an authorized representative of JUCER;
(i) to repair pre-existing conditions of the Covered Equipment if you purchased the Plan after you purchased the Covered Equipment;
(j) to repair any damage to Covered Equipment with a serial number that has been altered, defaced or removed;
(k) to repair damages caused by fire, earthquake, flood, or other similar external causes; or
(l) to protect against damage caused by the presence of hazardous materials, including, but not limited to, biological materials and allergens, that present a risk to human health.
Installation of third-party parts may affect your coverage. As a condition of receiving Hardware or Service, all Covered Equipment must be returned to JUCER in its entirety including all original parts or JUCER-authorized replacement components. The restriction does not prejudice your consumer law rights.
3.2 Technical Support
JUCER will not provide Technical Support in the following circumstances:
(a) For use or modification to the Covered Equipment in a manner for which the Covered Equipment or software is not intended to be used or modified;
(b) For issues that could be resolved by upgrading software to the then-current version;
(c) For third-party products or their effects on or interactions with the Covered Equipment or third-party Software;
(d) For your use of non-related, non-branded or supplied JUCER Software or to connectivity issues with the Covered Equipment;
(e) For software other than JUCER Consumer Software;
(h) For damage to, or loss of any third-party equipment, software or data that was residing or recorded (note: the Plan does not cover the recovery or reinstallation of software programs and user data); or
(i) For third-party web browsers, email applications, and Internet service provider software.
- How to Obtain Service and Support?
You may obtain service or Technical Support by calling JUCER or accessing mysupport.jucer.com/customercare. You must provide the Cable Care Plan+ Agreement Number or Covered Device serial number. You must also, upon request, present your Cable Care Plan+ Confirmation, and the original sales receipt for your Covered Device and your Cable Care Plan+.
- Service Options.
JUCER will provide Hardware or Service to you through one or more of these options:
(a) You may return your Product to a JUCER Authorised Service Provider (“JASP”) location offering carry-in service.
(b) Mail-in service. If JUCER determines that your Product is eligible for mail-in service, JUCER will send you prepaid waybills and applicable packaging material, so that you may ship your Product to an JUCER Repair Service location. JUCER will pay for shipping to and from your location if instructions regarding the method of packaging and shipping the Product are followed.
(c) Service where JUCER requires return of the replaced Product or Part. JUCER may require a credit card authorisation as security for the retail price of the replacement Product or Part and applicable shipping costs. JUCER will ship a replacement Product or Part to you with installation instructions, if applicable, and any requirements for the return of the replaced Product or Part. If you follow the instructions, JUCER will cancel the credit card authorisation, so you will not be charged for the Product or Part and shipping to and from your location. If you fail to return the replaced Product or Part as instructed or return a replaced Product or Part that is ineligible for service, JUCER will charge your credit card for the authorised amount.
JUCER may change the method by which JUCER provides repair or replacement service to you, and your Covered Equipment's eligibility to receive a particular method of service.
Service options, parts availability and response times may vary according to country. If you require service in a country where JUCER does not maintain an JUCER Retail Store or JUCER Authorised Service Provider, service options may be limited. If a given service option is not available for the JUCER Product in such country, state or territory, JUCER or its agents shall notify you about any additional shipping and handling charges which may apply before rendering service. Where international service is available, JUCER may replace Products and parts with comparable Product and parts that comply with local standards.
Service will be limited to the options available in the country where you request service. Service options, parts availability and response times may vary. If service is not available for the Covered Equipment in a country that is not the country of purchase, you may be responsible for shipping and handling charges to facilitate service in a country where service is available. If you seek service in a country that is not the country of purchase, you must comply with all applicable import and export laws and regulations and be responsible for all custom duties, V.A.T. and other associated sales taxes and charges. For international service, JUCER may repair or exchange products and parts with comparable products and parts that comply with local standards.
If any term is held to be illegal or unenforceable, it shall be severed from this warranty and the legality or enforceability of the remaining terms shall not be affected.
- Your Responsibilities.
To receive service or support under the Cable Care Plan+, you agree to (i) provide your Plan Agreement Number and a copy of your Plan’s original proof of purchase, (ii) provide information about the symptoms and causes of the issues with the Covered Equipment, (iii) respond to requests for information needed to diagnose or service the Covered Equipment, (iv) follow instructions JUCER gives you, (v) update software to currently published releases prior to seeking service, and (vi) back up software and data residing on the Covered Equipment.
DURING HARDWARE SERVICE, JUCER WILL DELETE THE CONTENTS OF THE COVERED EQUIPMENT, REFORMAT THE STORAGE MEDIA, AND REINSTALL THE COVERED EQUIPMENT’S ORIGINAL SOFTWARE CONFIGURATION AND SUBSEQUENT UPDATE RELEASES, WHICH WILL RESULT IN THE DELETION OF ALL SOFTWARE AND DATA THAT RESIDED ON THE COVERED EQUIPMENT PRIOR TO SERVICE.
JUCER will return your Covered Equipment or provide a replacement as the Covered Equipment was originally configured, subject to applicable updates. JUCER may install updates as part of hardware service that will prevent the Covered Equipment from reverting to an earlier version. Third party applications installed on the Covered Equipment may not be compatible or work with the Covered Equipment as a result of the update. You will be responsible for reinstalling all other software programs, data and passwords.
- Limitation of Liability.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, JUCER AND ITS EMPLOYEES AND AGENTS, AND THE INSURER, WILL UNDER NO CIRCUMSTANCES BE LIABLE TO YOU OR ANY SUBSEQUENT OWNER OF THE COVERED EQUIPMENT FOR ANY INDIRECT OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO THE COSTS OF RECOVERING, REPROGRAMMING, OR REPRODUCING ANY PROGRAM OR DATA OR THE FAILURE TO MAINTAIN THE CONFIDENTIALITY OF DATA, ANY LOSS OF BUSINESS, PROFITS, REVENUE OR ANTICIPATED SAVINGS, RESULTING FROM JUCER’S OR THE INSURER’S OBLIGATIONS UNDER THIS PLAN. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE LIMIT OF JUCER AND ITS EMPLOYEES' AND AGENTS’ AND THE INSURER’S LIABILITY TO YOU AND ANY SUBSEQUENT OWNER ARISING UNDER THIS PLAN SHALL NOT EXCEED THE ORIGINAL PRICE PAID FOR THIS PLAN. JUCER SPECIFICALLY DOES NOT WARRANT THAT (i) IT WILL BE ABLE TO REPAIR OR REPLACE THE COVERED EQUIPMENT WITHOUT
RISK TO OR LOSS OF PROGRAMS OR DATA, (ii) IT WILL MAINTAIN THE CONFIDENTIALITY OF DATA, OR (iii) THE OPERATION OF THE PRODUCT WILL BE UNINTERRUPTED OR ERROR-FREE.
THE BENEFITS CONFERRED BY THIS PLAN ARE IN ADDITION TO ANY RIGHTS AND REMEDIES PROVIDED UNDER CONSUMER LAWS AND REGULATIONS. TO THE EXTENT THAT LIABILITY UNDER SUCH LAWS AND REGULATIONS MAY BE LIMITED, JUCER’S LIABILITY IS LIMITED, AT ITS SOLE OPTION, TO REPLACEMENT OR REPAIR OF THE COVERED EQUIPMENT OR SUPPLY OF THE SERVICE. SOME STATES OR PROVINCES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO SOME OR ALL OF THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU.
8.1 Single-Pay Plans
You may cancel this Plan at any time for any reason. If you decide to cancel this Plan, you may call JUCER, or you may send written notice with your Plan Agreement Number to the location appropriate to your country of purchase. You must send a copy of the Plan’s original proof of purchase with your notice. Unless local law provides otherwise, cancellation refunds will be provided as follows:
(a) If you cancel within thirty (30) days of your Plan’s purchase, or receipt of this Plan, whichever occurs later, you will receive a full refund less the value of any benefits provided to you under the Plan.
(b) If you cancel more than thirty (30) days after your receipt of this Plan, you will receive no refund. A pro-rata refund can be issued at JUCER discretion.
Unless applicable local law provides otherwise, JUCER may cancel this Plan (both on its own behalf) for fraud or material misrepresentation, or if service parts for the Covered Equipment are not available, upon thirty (30) days’ prior written notice. If local law permits and JUCER cancels this Cable Care Plan+ for the unavailability of service parts, you will receive a pro-rata refund for the Cable Care Plan+’s unexpired term.
8.2 Effect of Cancellation
Upon the effective date of your early cancellation, JUCER’s future obligations under this Plan to you are fully extinguished.
- Transfer of Plan.
JUCER Cable Care Plan+ is an NON- TRANSFERABLE Agreement between the original Purchaser and JUCER.
- General Terms.
(a) JUCER may subcontract or assign performance of its obligations to third parties but shall not be relieved of its obligations to you in doing so.
(b) JUCER is not responsible for any failures or delays in performing under the Plan that are due to events outside JUCER’s reasonable control.
(c) You are not required to perform preventative maintenance on the Covered Equipment to receive service under the Plan.
(d) This Plan is offered and valid only in the countries listed in Section 11. Persons who have not reached the age of majority may not purchase this Plan. This Plan may not be available in all jurisdictions, and is not available where prohibited by law.
(e) In carrying out its obligations JUCER may, solely for the purposes of monitoring the quality of JUCER’s response, record part or all of the calls between you and JUCER..
(g) JUCER has security measures, which should protect your data against unauthorised access or disclosure as well as unlawful destruction. You will be responsible for the instructions you give to JUCER regarding the processing of data, and JUCER will seek to comply with those instructions as reasonably necessary for the performance of the service and support obligations under the Plan. If you do not agree with the above or if you have questions regarding the processing of your data, contact JUCER at the telephone numbers provided at www.jucer.com.au/contact.
(i) The terms of the Plan, including the original sales receipt of the Plan and the Plan Confirmation, shall prevail over any conflicting, additional, or other terms of any purchase order or other document, and constitute your and JUCER’s (and, where applicable, the Insurer’s) entire understanding with respect to the Plan.
(j) JUCER is not obligated to renew this Plan. If JUCER does offer to renew this Plan, JUCER will determine the price and terms.
(k) There is no informal dispute settlement process available under this Plan.
(l) “JUCER” is the entity and legal and financial obligor listed in Section 11 for the country where you purchased the Plan.
(m) The governing law of this Plan is the law of the country listed in Section 11 where you purchased the Plan.
- Country and Jurisdiction Variations.
One or more of the terms that appear below may apply to the Plan. The terms below may vary from one or more of the terms that appear above this Section. Product availability may vary by jurisdiction. The following jurisdiction variations will control if inconsistent with any other provisions of this Plan:
The rights described in this Plan in respect of returns, refunds and warranties are in addition to the statutory rights to which you may be entitled under the Competition and Consumer Act 2010 (Cth) and other applicable Australian consumer protection laws and regulations. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Parties to Contract – JUCER at 28 Cecil Avenue, Pennant Hills, 2120, New South Wales, Australia.
Cancellation (Section 8) – Cancel by sending written notice to JUCER customer-care, JUCER at 28 Cecil Avenue, Pennant Hills, 2120, New South Wales, Australia. If you cancel more than 30 days after your receipt of this Plan, you are eligible to receive a pro-rata refund of the Plan’s original purchase price at JUCER’s full discretion.
General Terms (Section 10) – This plan is offered and valid only in Australia. The governing law for the Plan is the law in the State of New South Wales whose courts have non-exclusive jurisdiction to hear any disputes between the parties to this Plan.
See mysupport.jucer.com/customercare for local telephone numbers.
* Telephone numbers and hours of operation may vary and are subject to change.