Smart Home WiFi Postpaid 30-Day Money-back Guarantee Promo Terms of Use

These terms and conditions govern the subscription, activation, usage, return, and refund policies for the Smart Home WiFi Postpaid Service (the “Service”) with respect to the Thirty (30)-Day Money-back Guarantee Promotion (the “30-Day Money-back Guarantee Promo” or the “Promo”) provided by Smart Communications, Inc. (“SMART”). By subscribing to the Service during the Promo period, the Subscriber acknowledges and agrees to be bound by the provisions herein, which supplement Smart Home WiFi Postpaid Terms and Conditions and Privacy Policy, accessible at https://smart.com.ph/Corporate/terms (collectively referred to as the “Terms”). If there is any inconsistency between the terms and conditions listed above and these Terms as to the 30-Day Money-back Guarantee Promo, these Terms will prevail.

The Subscriber acknowledges and agrees that the Smart Home WiFi Postpaid Service’s Terms and Conditions and all provisions thereof not otherwise inconsistent with these Terms shall likewise apply to the Smart Home WiFi Postpaid Service and shall remain valid, subsisting, and binding on the Subscriber.

Under this 30-Day Money-back Guarantee Promo, new Smart Home WiFi Postpaid Subscribers are granted 30 days from the date of Service activation to evaluate 5G network coverage at their registered service address. If unsatisfied due to the absence of a reliable 5G signal, the Subscriber may cancel the Postpaid Subscription and return the Modem within this period, subject to return requirements and Modem inspection as defined herein. Pre-termination fees (“PTF”) will be waived for valid returns initiated within the Money-back Guarantee Period.

1. 5G Network Coverage and Service Performance. The Smart Home WiFi Postpaid Service operates on SMART’s 5G network, which may provide wireless internet speeds of up to 600 Mbps. The Subscriber understands and accepts that actual service performance may vary based on a number of factors, including but not limited to signal strength, physical obstructions, Modem placement, connected device’s compatibility, and overall network traffic. SMART shall not be held liable for Service performance variations caused by such factors beyond its control.

2. Free Return Within the 30-Day Money-back Guarantee Period. New Smart Home WiFi Postpaid Subscribers are granted a thirty (30)-day Money-back Guarantee period reckoned from plan activation or Service commencement date to evaluate network coverage at their registered service address (the “Money-back Guarantee Period”). If the Smart Home WiFi Modem fails to establish a reliable connection to the 5G network at the registered address, the Subscriber may request to pre-terminate the Postpaid Subscription and return the Modem and its Peripherals in their original condition for a refund within the Money-backGuarantee Period, with any applicable pre-termination fees waived (hereinafter, the “Free Return”).

3. Pre-Termination within the 30-Day Money-back Guarantee Period. If the Subscriber is not satisfied with the Service, the Subscriber may return the Modem to any SMART Store within the Money-back Guarantee Period without incurring any pre-termination fee. However, charges for data boosters, content subscriptions, add-ons, and applicable taxes are non-refundable.

4. Modem Unboxing. The Subscriber must inspect the Modem and Peripherals upon unboxing to ensure they are complete and in good condition.

5. Modem and Peripherals Warranty. The Modem, SIM, Postpaid Subscription, and any and all data boosters are non-refundable in the event of loss, theft, or damage due to misuse, mishandling, neglect, or willful misconduct. However, if the Modem and/or SIM card are found to have inherent defects, the Subscriber may request for their replacement at any SMART Store or call SMART via (02) 8888-1111 from a landline or *888 from their SMART mobile. A different Number may be provided as included in the replacement SIM card, if determined, at the sole discretion of SMART, to be replaceable. The following shall apply to Modem parts found with inherent defects:

   1. 7-Day Replacement Warranty. Subscriber may request for its replacement within the seven (7) day replacement warranty period at any SMART Store. All replacements due to inherent defects are subject to the investigation and validation of the Company’s Customer Care upon presentation of the required documents.

   2. 1-Year Service Warranty. If the Modem is found to be defective after the seven (7) day replacement warranty period, Subscriber may go to any of the authorized service centers for device repair. Removal of the SIM card from the Modem and/or broken/tampered SIM sticker will result in the forfeiture and cancellation of this one (1)-year warranty. The 1-year service warranty and warranty terms shall be applied. The list of authorized service centers is also listed in the warranty card found in the box of the Modem, or you may check the list of authorized service centers in SMART’s website.

   In case of repair and replacement, the Subscriber must present the proof of purchase to avail of the warranty. In case of void warranty (such as, but not limited to, damage due to the act or negligence of the Subscriber or other person concerned) or requests beyond the 1-year warranty period, the Subscriber shall shoulder the cost of the repair of the Modem.

6. Return Eligibility. To qualify for the Free Return and before processing any applicable refund or account adjustments, the following conditions must be complied with:

   1. The Subscriber must report any service issues to SMART by calling (02) 8888-1111 (landline) or 888 (from a SMART mobile number);

   2. Request for return must be initiated within the 30-Day Money-back Guarantee Period;

   3. Modem and Peripherals must be returned in its original condition, including all accessories and original packaging, subject to inspection of SMART and based on the rules as defined herein;

   4. The Subscriber must present the Official Receipt and Home WiFi Mobile IdentificationNumber (“MIN”);

   5. Smart Home WiFi Modem failed to connect to the SMART network at the registeredservice address after SMART has conducted site survey, Modem inspection, andvalidation; and

   6. The Subscriber’s account must be in good standing without outstanding balances orpending disputes at the time of return.

   Failure to initiate return request within the 30-Day Money-back Guarantee Period shall be deemed as the Subscriber’s acceptance of the Service and acknowledgment that the registered address has a reliable 5G connectivity.

7. Modem and Peripherals Return Requirements. The following criteria must be complied with for returns to qualify for any applicable refund or adjustment:

   1. Condition of the Modem:

      • The Modem must have no visible or excessive wear and tear; and/or

      • The Modem must not show signs of physical damage, tampering, moisture intrusion, or internal component damage.

   2. Required Accessories and Contents:

      • All original contents of the package must be returned intact, including but not limited to:

        • Smart Home WiFi Modem;

        • Power Adapter and Cables;

        • Ethernet/ Local Area Network (LAN) Cable (if provided);

        • All accompanying documentation and manuals;

        • Original Modem packaging and box inserts; and

   3. Original SIM card and packaging.

   4. Proof of Purchase:

      • Subscribers must provide any of the original documents listed below:

      • Official Receipt;

      • Signed Contract; or

      • Invoice or any applicable proof of transaction.

   5. Additional Return Conditions:

      • Returns due to issues not directly related to the inability of the Modem to connect to the 5G network at the registered service address shall not be processed.

      • The SIM card provided with the Modem must not have been transferred, altered, tampered with, or replaced.

      • Modem serial numbers, International Mobile Equipment Identity (“IMEI”) numbers, and SIM Card Integrated Circuit Card Identifier (“ICCID”) must match SMART’s records.

      • Any unauthorized repair attempts or modifications of the Modem and/or Peripherals shall disqualify the Subscriber to request for Free Return.

8. Refund for AMSF and Modem & Peripherals Returned within the 30-Day Money-back Guarantee. Refund for approved Free Returns are subject to the following guidelines:

   1. Refundable Amount:

      • Modem cashout fee under Plan 999 is refundable in full.

      • AMSF is refundable in full.

   2. Non-refundable Fees and Charges:

      • Charges associated with additional services, usage fees, data booster fees, late fees, or applicable taxes shall not be refunded.

   3. Processing Period

      • Refunds shall be processed within a reasonable time from the date of issuance of the final bill.

   4. Final Bill and Billing Accuracy. The Subscriber is advised to disregard the initial billing statement, as it may reflect system-default charges. The final bill, issued after the disconnection request and dated from the actual disconnection, will reflect the accurate charges and any applicable refundable amount.

9. Termination after 30-Day Money-back Guarantee. Should the Subscriber terminate the subscription after the thirty (30)-day Money-back Guarantee Period, standard PTF shall apply based on the remaining term in the contract. All unbilled charges, device costs, and applicable fees must be settled in accordance with SMART’s standard termination procedures.