Tech Expert App Terms of service

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Vodafone Tech Expert - Overview

Who can use Vodafone Tech Expert?

Vodafone Tech Expert (“the Service”) is available to customers on an eligible Vodafone Care Max plan. Customers must be aged 18 or older, using an IOS or Android device running Android software version 10 or higher or iOS 15 or higher. We reserve the right to suspend or remove user’s access to the Service. The grounds on which we can do this are explained below. You agree that the information you provide to us at all times will be true, correct, current and complete.

Service Summary

The Service provides you with access to a mobile application (the “App) that can detect common problems that occur in mobile and connected devices.

What does Vodafone Tech Expert provide?

Feature Description
Solve Technical Issues
Technical Support Live help with an advisor for your own device and other connected devices in your home (if covered)
Locate Helps find a lost or stolen Android or iOS device
Optimize Device Performance
Performance Monitoring Diagnostics work in the background to optimise performance, even when the app is closed
My Coverage A convenient place to look up your Vodafone Tech Expert Terms of Use, the terms governing your use of the App
Troubleshooting Self-help guides on how you can solve small issues before they become big ones. Such as, advice on closing down apps to improve device performance and updating to the latest available software to improve device features
Alerts Notifies you when something is wrong. For example, device overheating or apps still running in the background. These alerts are designed to let you know, so that improvement can be made to ensure your device is supplying optimum performance
Tech Expert Tips Device specific tips to help you master your device and ensure that your are getting the most out of it
Storage Manager Checks device’s available memory to help you decide what to clean out to unclutter and make more space
Speed Check Ability to check internet speed wherever you are and regardless of connection (Wi-Fi or Mobile data)
Secure Your Personal Information
Secure Backup 100GB of backup storage for data on your device you don’t want to lose. Previously backed up files can be restored when needed
Locate Helps find a lost or stolen Android or iOS device

How to set up your Vodafone Tech Expert account

  1. If you have an eligible Vodafone Care Max plan you will be sent a text message to the registered device.

  2. The text message link takes you directly to the App in the app store.

  3. Tap Install/Get to download the App.

  4. Once downloaded, open it, and set up your account login details by entering your mobile number.

  5. Once logged in you can access the Vodafone Tech Expert benefits detailed above.

Vodafone Tech Expert Product Terms of Use

Vodafone Tech Expert is provided to Vodafone Customers by Assurant. These Terms of Use apply to your use of Vodafone Tech Expert (the “Service”).

Before you register your device for the Service, please carefully read these Terms of Use. By registering for the Service, you acknowledge that you have read, understood, and agree to be bound by these Terms of Use, including any future modifications to them.

From time to time, we will release updates to the App in order for us to continue to supply the Service. It is your responsibility to ensure that all App updates are completed. We will also let you know of any significant changes to these Terms of Use, for more information please see below.

You are responsible for usage of the Service. There is no obligation to use Vodafone Tech Expert.

App

When you use the App, you will also need to follow the Vodafone Tech Expert Terms, which tell you how you are allowed to use the App. You can view this on our App via the following links:

Apple

1. Definitions

Words or expressions that have a particular meaning in these Terms of Use are defined in this section and have the same meaning wherever they appear.

2. Vodafone Tech Expert Eligibility

To be eligible for Vodafone Tech Expert you must:

To find out if you are eligible for the Service call 22123 from your Vodafone network.

3. Scope and duration of the Service

3.1 Vodafone Tech Expert allows you to:

(a) Access the App

(b) Access Technical Support Advisers

What does Vodafone Tech Expert do?

3.2 Vodafone Tech Expert helps to find and let you know if or when your Registered Device has an issue. It offers self-serve tools to help resolve issues, provides you with easy access to your device documents.

3.3 Once you download and register for the App, you will have access to:

What is supported with Technical Support?

3.4 The “Live Support” button within the App connects you to an advisor trained to support with technical queries. Technical Support provides help with queries such as, device-to-device connectivity, Bluetooth®, Wi-Fi, setup and installation, and installing new software and apps. The advisor can also guide you through the features of your new device and suggest tips that could improve your device experience. They can even support with transferring data from your old device to your new one. Support can be given for your Registered Device and other connected devices within your household (if included in your plan).

What isn’t supported with Technical Support?

3.5 We can’t provide support for network issues. For example, if you were struggling to connect to a Ring doorbell to your home router, advisors can help to connect the doorbell. However, they may not be able to help if the device does not connect because of a problem with your network or server.

3.6 We cannot provide technical support if you are having issues with your Vodafone network – you will need to address those issues directly with Vodafone by calling 22123 from your Vodafone network or 607 10 01 23 from any other phone.

The Technical Support Opening Hours

Monday – Friday 8.00am – 8.00pm Saturday 8.00am – 6.00pm Sunday Closed Excluding UK Bank Holidays

Using and accessing the App

3.7 Once your Vodafone Care Max plan starts you will receive a text within 72 hours, to download the App. You will be able to access the Service as soon as you receive the text and register.

3.8 When you use the App, you will also need to agree with the Vodafone Tech Expert Terms, which tell you how you are allowed to use the App.

3.9 By downloading and accessing the App you agree to be bound by those terms, so please make sure that you read them carefully.

3.10 Access to the App will continue until your Vodafone Care Max plan is cancelled or ended by you, or Us in accordance with these Terms of Use (whichever is the earlier). You will also lose your access to Vodafone Tech Expert Technical Support. For more information on termination and cancellation, see section 6 below.

4. Registration and your account

4.1 You agree that the information you supply Us when registering and at all other times will be true, correct, current and complete. It is your responsibility to ensure that this information is kept correct and up to date at all times.

4.2 When you register for the App, you will be asked to supply your Vodafone mobile number, as you are responsible for all activities that occur under your account. You should keep your access strictly confidential at all times and follow industry best practices for protecting your account. You may not allow anyone else to use your account.

4.3 If you know or suspect that there has been any unauthorised use of your account, or your account is no longer confidential, you must let Us know immediately by calling 607 10 01 23 If We have reasonable reason to believe that your account is no longer confidential or that there has been any unauthorised access, We may suspend your account.

5 What if you change Your Registered Device?

If you upgrade or change Your Registered Device, you will need to call Vodafone on 22123 from your Vodafone network or 607 10 01 23 from any other phone. Your new Device will then be registered with Vodafone and a new link sent to you to access your Vodafone Tech Expert.

6 Fees, cancellation, and refunds

Fees

6.1 If you have Vodafone Tech Expert included in your Vodafone Care Max plan, you won’t need to pay anything additional.

6.2 We are not responsible for any costs incurred with Vodafone by downloading, installing, or using the App including downloading any information that populates the App.

Cancellation, suspension, termination, and refunds

6.3 Where you cancel or end your Vodafone Care Max Plan, we will automatically cancel the Service.

6.4 If you cancel, your access to the Service will be withdrawn within 72 hours of you letting Vodafone know of your cancellation.

6.5 We may suspend, end, cancel, or refuse you access to the Service where:

6.6 We will also suspend access to the App from time to time to allow Us to conduct regular maintenance.

6.10 Where We exercise any of our rights of suspension, termination or refusal lawfully and by following these Terms of Use, We will not be liable to you or any third party for the termination, refusal or suspension nor obligated to reimburse you for any payments made to Vodafone (if any). These remedies are in addition to any other remedies We may have according to applicable law.

6.11 When your Vodafone Tech Expert is cancelled or ended, We will send you confirmation of the cancellation/termination within 72 hours by text or email.

7 What happens to your data when Vodafone Tech Expert is cancelled or ended?

When you remove Vodafone Tech Expert with Vodafone, your access to the Service will be withdrawn but you will still be able to access the App for a period of 30 days to restore any data, which you have backed up using Vodafone Tech Expert. It is important that you restore this data as soon as possible as it will only be available for 30 days, and after this 30-day period, your data will be removed.

8 Limitation of Liability

8.1 Nothing in these Terms of Use excludes or limits, in any way, Our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by Our negligence or the negligence of Our employees, agents or subcontractors and fraud or fraudulent misrepresentation.

8.2 The App is provided on an “as is” and “as available” basis without any representation or endorsement made and subject to paragraph 8.4 below. We make no warranties, whether express or implied, in relation to either the App or its use. You acknowledge that We cannot guarantee and cannot be responsible for the security or privacy of the App and any information provided by you. You must bear the risk associated with the use of the Internet.

8.3 Subject to paragraph 8.1 above, to the maximum extent permitted by law, Our liability to you is limited to Us performing our obligations under these Terms of Use with reasonable skill and care and our total liability to you for the provision of the Service is £350 or the total amount paid by you for accessing the Service in the (twelve) 12 months preceding your claim (if any), whichever is the greater. In no event will We be liable for:

(a) any costs incurred with Vodafone by downloading, installing or using the App including downloading any information that populates the App;

(b) any indirect, special, punitive, exemplary or consequential losses or damages of whatever kind arising out of your use or access to the App, including loss of profit or the like whether or not in the contemplation of the parties, whether based on breach of contract, tort (including negligence), product liability or otherwise;

(c) any damage or alteration to your equipment including but not limited to computer equipment, handheld device or mobile device as a result of the installation or use of the App; or

(d) any failure to perform Our obligations hereunder where such failure results from any cause beyond Our reasonable control including, without limitation, mechanical, electronic or communications failure or degradation.

8.4 We do not guarantee that any materials on the App will meet all of your requirements or that your access to the App will be uninterrupted, timely, secure or error free. Any material downloaded or otherwise obtained using the Service is done at your own discretion and risk and you are solely responsible for any damage to your Registered Device or corruption or loss of data that results from the download of any such material.

8.5 No advice or information, whether oral or written, obtained by you from Us or through or from the Service or any materials on the App shall create any warranty not expressly told in these Terms of Use.

9 Changes to these Terms of Use

From time to time, we may change these Terms of Use. We will give you at least 28 days’ by sending a text message to your Vodafone mobile.

10 How we will contact you

You agree that all communications between you and Us will be conducted electronically. This includes all notices, reports, documents, disclosures or other information that We must provide to you by law or as is reasonably necessary to supply the Service. We may supply communications to you by one or more of the following methods: (1) via email; (2) on the App; (3) via text or picture message; or (4) any other method to the extent permissible by law.

11 Making an Enquiry or Complaint

11.1 Should you feel that We have not provided you with a satisfactory level of service, We would like you to inform us by email at info.vodafonesp@assurant.com. We always do Our best to deal with any query promptly and We will always be fair and reasonable.

11.2 We will try to resolve your query immediately. If this is not possible, We promise to acknowledge your query within 5 working days of receiving it. In the unlikely event that your query has not been resolved within 4 weeks of receiving it, We will write and let you know the reasons why, and what further action We will take.

11.3 Once We have resolved your query, We will confirm our response in writing. If you are not satisfied with our decision, please contact the Customer Relations Manager at the above address.

12 Third Party Rights

All third-party rights are excluded, and no third party shall have any right to enforce these Terms of Use.

13 Waiver

13.1 If We fail, at any time, to insist upon strict performance of any of your obligations under these Terms of Use, or if We fail to exercise any of the rights or remedies to which We are entitled under these Terms of Use, this will not constitute a waiver of such rights or remedies and will not relieve you from compliance with such obligations.

13.2 A waiver by Us of any default will not constitute a waiver of any subsequent default.

13.3 No waiver by Us of any of these Terms of Use will be effective unless it is clearly stated to be a waiver and is communicated to you in writing.

14 Severability

14.1 If any court or competent authority decides that any of the provisions of these Terms of Use are invalid, unlawful or unenforceable to any extent, the provision will, to that extent only, be severed from the remaining terms, which will continue to be valid to the fullest extent allowed by law.

15 Entire Agreement

15.1 These Terms of Use and any document specifically referred to in them constitute the whole agreement between us and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the subject matter of these Terms of Use.

16 Law and Jurisdiction

The App is controlled and operated in the United States. These Terms, their subject matter and formation will be governed by the Laws of Spain and you and We both agree that the courts of Spain will have exclusive jurisdiction. Please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform which can be accessed here. BY ACCEPTING THESE TERMS OR USING THE APP YOU AGREE TO THE PROVISIONS CONTAINED ABOVE.