Terms & Conditions - SmartSupport

 

For existing customers who sign up for SmartSupport before 15 January 2016, please refer to the Terms & Conditions here
 

  1. Terms, Acceptance and Interpretation
    1. These terms and conditions (Terms) set out the agreement between you and StarHub (the Agreement) in relation to your purchase and use of the Services.
    2. You acknowledge that you have read and fully understood these Terms. Your use of the Services, upon the Start Date, constitutes unconditional acceptance to be bound by these Terms as may be amended from time to time.
    3. Words and phrases which appear in bold are defined in the context which they appear or in the definition clause 17 below.
    4. A reference to “you” and “your” means the customer who seeks to enroll or has enrolled for the Services and selected a Program.
       
  2. Service Description and Program
    1. You must indicate in your application for enrolment whether you are applying to enrol in SmartSupport Basic or SmartSupport Plus (your Program).
    2. SmartSupport Basic includes:
      1. the ability to request: 
        1. a Like Mobile Device in exchange for your Registered Device if your Registered Device is in your possession (a Swap); or
        2. a Like Mobile Device if your Registered Device is not in your possession (a Replacement); and
        3. access to the SmartSupport Application and SmartSupport Online Portal.
    3. SmartSupport Plus includes:
      1. access to all features of SmartSupport Basic; and
      2. access to MTS.
    4. StarHub reserves the right to suspend or discontinue the Services or any or all the Programs or modify the Services or Program at any time at its sole discretion.
       
  3. Enrolment
    1. Eligibility Criteria – In order to apply for enrolment for the Services for an Eligible Device you must:
      1. be an individual subscriber to a StarHub postpaid mobile plan (your Mobile Plan) with an Eligible Device; and
      2. not be in default of any payment obligations in relation to your Mobile Plan.
    2. Time of application – You must make your application at the time you purchase your Eligible Device and sign up or re-contract your Mobile Plan.
    3. Acceptance and rejection –Unless StarHub notifies you within 7 days of your application by email, telephone or SMS that your application has been unsuccessful, you will be enrolled for your Program with respect to an Eligible Device from the date of your application (which will be the Start Date of the Services). Your application will be unsuccessful if: 
      1. any of the eligibility criteria in clause 3.1 are not met; 
      2. you have previously been rejected or terminated from the Services or service similar to the Services; or 
      3. for any other reasons in StarHub’s sole discretion.
    4. Enrolment conditions
      1. You may only enrol in the Services for one Eligible Device per mobile phone number.
      2. You may apply to register multiple Eligible Devices for the Services (each with a separate Agreement, mobile phone number and Mobile Plan) but you must pay the applicable Monthly Fee for each Eligible Device.
         
  4. Fees
    1. You will pay the monthly fee set out in the Table below, according to the Program you have selected, via your StarHub monthly bill (Monthly Fee).
Monthly Fee for SmartSupport Basic Services  SGD 10.00
(Inclusive of GST)
Monthly Fee for SmartSupport Plus Services  SGD 12.00
(Inclusive of GST)
    1. The Monthly Fee for the first month of your Subscription to your Program following the Start Date and your last month of your Subscription to the Program following termination in accordance with clause 10 below will be prorated to the days of actual Subscription.
    2. Service Fee - For each Service Request for a Swap or Replacement permitted under these Terms you will either pay:
      1. the Swap Fee if the Registered Device is in your possession and you request a Swap; or
      2. the Replacement Fee if the Registered Device is not in your possession and you request a Replacement.
    3. In the event that the Device claimed to be the Registered Device for the purpose of a Swap is not the Registered Device, you must pay the Replacement Fee.
    4. The applicable Service Fee is based on the Tier set out in the table below applicable for your Registered Device.

 

Tier

Swap Fee (Inclusive of GST)

Replacement Fee (Inclusive of GST)

1

SGD 25

SGD 75

2

SGD 50

SGD 150

3

SGD 100

SGD 300

4

SGD 130

SGD 500

    1. All Service Fees set out in this clause 4 and throughout these Terms are inclusive of GST at the current rate of 7%. In the event of a change to the rate of GST, StarHub reserves its right to adjust the Fees and prices accordingly.
  1. Service Request 
    1. You may make a Service Request
      1. by calling SmartSupport Call Centre; or 
      2. on the SmartSupport Online Portal. You cannot make a Service Request at a Retail Store
    2. The SmartSupport Call Centre will accept your Service Requests if: 
      1. the IMEI of the Registered Device, subscriber’s name, mobile phone number and National ID under which the account is active are correct and correspond with the information given to StarHub by you;
      2. your Mobile Plan and Subscription remain active as at the time of the Service Request and your Registered Device was active on the Network before the time of the Service Request
      3. all outstanding Monthly Fees under this Agreement and charges under the Mobile Plan are paid on its due date; 
      4. you provide any additional information reasonably requested by StarHub including in the form of a signed confirmation or acknowledgment; 
      5. you are within the Limit as set out in clause 5.3 below; 
      6. StarHub has no reasonable belief that you have transferred, retailed, sold, or hired your Registered Device to another person;
      7. the Service Request is not for a Device Accessory; and 
      8. the Registered Device has not been the subject of Modification.
    3. You may file up to two Service Requests in any rolling 12 month period (Limit). If you file two Service Requests within any 12 months, you can only file another Service Request 12 months after the Acceptance Date of your first Service Request in the case of a third Service Request or 12 months after the Acceptance Date of your second Service Request in the case of a fourth Service Request, as illustrated below:
  Monthly Plan Service Request limits
Service Request 1
Anytime
Service Request 2 Anytime
Service Request 3 12 months after Acceptance Date of Service Request 1
Service Request 4 12 months after Acceptance Date of Service Request 2
    1. Information - When you make a Service Request, you are not required to establish that your Registered Device is broken, lost, stolen, damaged or that any analogous event has occurred. For a Replacement, StarHub will send you a new SIM card upon your request.
    2. Like Mobile Device – At the time of the Service Request, StarHub will indicate to you the Device it will provide as a Like Mobile Device as a Swap or a Replacement. For the avoidance of doubt, StarHub will be deemed to have discharged its obligation to provide a Like Mobile Device to you as long as StarHub offers you a Like Mobile Device, in accordance with these Terms.
      1. In the event that you do not wish to accept the Like Mobile Device offered because of the colour when you are offered the same make and model as your Registered Device, your Service Request will be cancelled without further reference to you and StarHub will not be liable to you for your own decision to decline the offered Like Mobile Device.
      2. In the event that you do not wish to accept the Like Mobile Device offered for any reason not being colour, StarHub may (though not legally obliged to do so) in its sole discretion and on a goodwill basis, offer you the option to wait for up to 30 days (Goodwill Period) for StarHub to offer you another Like Mobile Device (Second Like Mobile Device).
      3. StarHub will contact you before expiry of the Goodwill Period to offer the Second Like Mobile Device. In the event that you do not wish to accept the Second Like Mobile Device for any reason, StarHub will have no further obligation in relation to the goodwill offer. Your Service Request will be cancelled without further reference to you and StarHub will not be liable to you for your own decision to decline the Second Like Mobile Device.
  1. Swap or Replacement
    1. Preparation - You must turn off any personal lock security feature before returning such Registered Device via the Courier.
    2. Title and rights - Title in and any rights to the Registered Device shall be transferred to StarHub or its service provider on the Acceptance Date of your Service Request relating to that Registered Device. You hereby assign to StarHub or its service provider all associated rights and benefits of any OEM’s warranty. You shall not transfer, sell, hire or otherwise deal with the Registered Device in a manner that is not consistent with the ownership rights of StarHub or its service provider.
    3. StarHub actions – StarHub, or its service provider, as the owner of the previous Registered Device, may (i) register the IMEI of the device with the Singapore Police Force and any other relevant law enforcement authorities; and (ii) take any other action consistent with ownership of the previous Registered Device that it deems necessary including informing the Singapore Police Force and any other relevant law enforcement authorities to assist in recovery of the previous Registered Device.
    4. Data left on Device and transfer – You shall be solely responsible for all data stored in your Registered Device and you shall delete all data from the Registered Device before its collection by StarHub. StarHub is not responsible for data you left on the Registered Device and will not transfer any such data or information between the Registered Device and the Like Mobile Device. Such data left on the Registered Device or transfer of any data or information off the Registered Device, if done by StarHub at your request, will be done entirely at your own risk. In the event there is any inconvenience, delay, loss, misappropriation of or damage to any data or information, you agree not to hold StarHub responsible or liable for any such damage to you.
    5. Service Fee – The Service Fee will be payable to Asurion, as StarHub’s service provider, for the collection of Service Fee by Credit Card or Debit Card over the phone at the time of your Service Request or by any other payment method that StarHub may choose to make available.
    6. No Representation or warranty - StarHub makes no representation or warranty that any Like Mobile Device will be identical, of the same colour or offer the same functionalities as your Registered Device.

  2. Delivery
    1. Address in Singapore – Save for international delivery pursuant to clause 7.4, the delivery must be to your registered or billing address on: 
      1. the main island of Singapore; 
      2. Sentosa; or 
      3. Jurong Island and the outlying islands of Singapore. StarHub will not deliver a Like Mobile Device to a post office box, MRT station, shopping centre, car park or any other public place. Where a delivery is to Jurong Island or the outlying islands of Singapore, you will be responsible for obtaining all necessary security clearances for the delivery.
    2. Timings - The delivery of a Like Mobile Device will be via Courier on Monday to Saturday, excluding Sunday and public holidays. Delivery times for the main island of Singapore and Sentosa will be as per the times set out in the table below subject to any extensions as may be required for:
      1. Force Majeure events;
      2. where the Courier delays such delivery; or 
      3. where StarHub deems it necessary to perform additional verifications relating to your Service Request. The SmartSupport Call Centre will advise you on the time frame for deliveries to Jurong Island and the outlying islands of Singapore.
Time of Service Request for a
Swap or Replacement
Delivery time*#
Monday to Friday, 8 am to 2 pm
Within 4 hours of the Acceptance Time
Monday to Friday, between 2 pm and midnight The next day before 12:00 noon
Monday to Saturday, midnight to 8am
The same day before 12:00 noon
Saturday 8 am to 2 pm
Within 4 hours of the Acceptance Time
Saturday after 2 pm to Monday 8am
Monday before 12:00 noon

* For delivery times that fall on a public holiday, the delivery will occur on the next day that is not a public holiday.
#If Clause 5.5.2 applies, then the delivery times set out above will not apply to your Service Request

    1. Costs - Deliveries to an address in Singapore will be made at no charge to you except that any deliveries: 
      1. after two failed attempts to deliver to you; or 
      2. scheduled for a public holiday, if offered by StarHub, will be subject to a surcharge to be paid by you in advance by Credit Card or Debit Card.
    2. International delivery - If you make a Service Request for delivery to a location outside of Singapore, this will be deemed to be a Service Request for a Replacement and the following conditions apply:
      1. a Like Mobile Device will be delivered to you by Courier at your cost and subject to delivery time periods and other limitations and applicable restrictions as determined by the Courier engaged to make such international delivery. You must pay such delivery costs by Credit Card or Debit Card at the time of your Service Request. In the unlikely event that the Courier fails to make such international delivery to you, Asurion will refund the applicable Replacement Fee by your original method of payment within 30 days of Asurion being informed of the Courier's failure to make such delivery; and
      2. upon a Like Mobile Device being delivered to you and upon your return to Singapore, you may contact the SmartSupport Call Centre within 14 days of your return to Singapore to arrange the return of your Registered Device. If you contact the SmartSupport Call Centre to arrange a return, a Courier will be arranged to collect your Registered Device in accordance with the timescales provided by the SmartSupport Call Centre. Asurion will then refund the difference between the Replacement Fee and the Swap Fee by your original method of payment within 30 days upon Asurion’s verification that the Registered Device was returned. No refund will be provided in the event that the Device collected was not the Registered Device and you will then be informed of the time and location at and from which you may collect your Device.
    3. The Like Mobile Device will not be delivered in original packaging.
    4. Delivery formalities – In order to complete the Service Request, the Courier delivering the Like Mobile Device:
      1. will ask for and verify the same National ID you provided when enrolling for your Program;
      2. in the case of a Swap:
        1. will verify that the Device you are presenting is the same as the Registered Device (by comparing the make, model and IMEI of the Registered Device against that of the Device you present) and collect the Registered Device from you (Original Registered Device); and
        2. may, inspect the Registered Device to see if there is any Modification; and
      3. will deliver the Like Mobile Device (Delivered Device) to you alone (and no proxy will be accepted).
    5. As of the time of delivery, you acknowledge that:
      1. the Delivered Device becomes your Registered Device;
      2. the Delivered Device is sufficient consideration for you to transfer ownership of the Original Registered Device and you have relinquished all rights in the Original Registered Device; and
      3. if a Swap, StarHub will not return the Original Registered Device to you.
    6. Incorrect Device – In the case of a Swap (i) if the make, model or IMEI of the Device you present does not correspond to that of the Registered Device, then the Service Request will not be completed; or (ii) if StarHub discovers that the Device you returned via the Courier was not the Registered Device at the time the Service Request was completed, then you must return the correct Registered Device within 7 days of the Delivery Time at your own cost and if you fail to do so StarHub may treat the Swap as a Replacement and charge you the Additional Fee.
    7. Failure to disable locking – In the case of a Swap, if StarHub discovers that you did not turn off the personal lock security feature in the Device you returned via the Courier in contravention of clause 6.1, StarHub will treat the Swap as a Replacement and charge you the Additional Fee.
    8. Modified Devices. In the case of a Swap, if StarHub discovers that the Registered Device you tendered to the Courier or returned via the Courier has been subject to Modification, then StarHub will at its sole discretion:
      1. reject the Service Request at the time Registered Device is tendered to the Courier and your Service Request will be considered cancelled. StarHub will refund the Swap Fee by the original method of payment;
      2. where returned via the Courier, treat the Swap as a Replacement and charge you the Additional Fee; or
      3. where returned via the Courier, return to you at your cost the Original Registered Device tendered to the Courier. You must also return to StarHub the Delivered Device provided as a Swap. Your Service Request will be considered cancelled. StarHub will refund to you the Swap Fee paid following receipt of the Delivered Device.
    9. Warranty – You are entitled to a 6 month warranty for each Like Mobile Device against manufacturer malfunctions and defects that starts from the date of delivery of Like Mobile Device. You may make a warranty claim for a Like Mobile Device by calling the SmartSupport Call Centre. Your request for warranty service will be handled in the same way as an Service Request except that it will not count towards your Limit and the Service Fee will not be payable.
    10. Acknowledgement.
      1. At any time prior to the time of the delivery, StarHub may require you to sign an acknowledgment or confirmation form when you make a Service Request.
      2. You acknowledge that:
        1. any Device provided to you as a result of a Service Request is intended to be used by you on the Mobile Plan associated with this Agreement and not to be sold, transferred, displayed for sale or hired;
        2. in the case of a Swap, StarHub will delete all data on the previous Registered Device without reference to you;
        3. in the case of a Replacement, the previous Registered Device is not available for a Swap and StarHub or its service provider is entitled to register the IMEI of the previous Registered Device with the Singapore Police Force and to take any action that it deems necessary to recover the previous Registered Device;
        4. in the case of a Swap or Replacement, title is transferred to StarHub or its service provider in accordance with clause 6.2;
        5. where your Registered Device is replaced under a warranty claim directly with the OEM, that you have the responsibility of contacting the SmartSupport Call Centre to inform of the replacement IMEI number.
  1. SmartSupport Application
    1. Applicability - If the SmartSupport Application is supported by your Registered Device’s operating system, then clause 8 applies to you.
    2. Access – The SmartSupport Application service is provided through an application preloaded onto your Registered Device or that you must download and activate (the SmartSupport Application).
    3. Activation – To activate the SmartSupport Application you must:
      1. install it (where not preloaded onto your Registered Device); 
      2. run it; 
      3. accept the terms and conditions of the licensing agreement that will appear on the screen; and 
      4. set up your account.
    4. Functions – SmartSupport Application includes the following functions:

Type

Function

Description

Backup Service

User Generated Data backup (contacts, photos and videos)

Up to 5GB

Cross platform data transfer and sync

To allow transfer of User Generated Data between Devices via the SmartSupport Online Portal

Device Security

(all functions can be initiated via the SmartSupport Online Portal or requested by contacting the SmartSupport Call Centre.)

Lock

To remotely activate a lock on the Registered Device.

Alarm

To remotely activate an audible alarm on the Registered Device.

Erase

To remotely erase User Generated Data from the Registered Device.

Locate

To remotely locate the Registered Device on a map.

Content Management

Safe browsing

To notify you the risk of phishing and malware sites when browsing the internet from the Registered Device.

Antivirus

Software to scan, detect and manage virus.

Data Privacy

App Assist

To enable users to manage and protect their information on the Registered Device by monitoring behaviours of installed applications.

Usability

Personalised dashboard

Remote functions and complementary functions to the above may be carried out via the SmartSupport Online Portal.

    1. Technical Specifics
      1. The SmartSupport Application is not compatible with all Device models or operating systems. As such, some of the SmartSupport Application functions may be altered, limited or disabled on certain Device models or operating systems. The SmartSupport Application may function differently on different Devices and/or operating systems.
      2. The use of SmartSupport Application may require additional battery life and you may incur additional data or roaming charges from its use.
      3. For the SmartSupport Application to work, your Registered Device must:
        1. be powered on (if it is powered off, some SmartSupport Application functions will work when it is subsequently powered on);
        2. have a StarHub SIM card;
        3. be within the Network coverage area or in a roaming network with data roaming enabled (or, for data security functions, be connected to the internet via wifi).
    2. Limitations
      1. The SmartSupport Application may be disabled or uninstalled by other applications, software, devices or hacking or even prior installed software on your Registered Device, which may impact their functioning.
      2. The SmartSupport Application may not work in combination with any software or applications supplied or provided by a third party.
    3. StarHub may modify or discontinue the SmartSupport Application at any time. If this may affect your ability to retrieve your User Generated Data, you will be given at least 7 days’ notice, after which you may not be able to access or sync your User Generate Data via the SmartSupport Application.
       
  1. MTS
    1. MTS is a combination of online tools and a dedicated, specialist SmartSupport Call Centre facility that provides live or online technical and diagnostic support for a range of technical issues relating to your Device, including:
      1. basic device functionality and security issues: setting up your Registered Device (for example, Bluetooth setup, voicemail setup, password) and how to use basic functions (for example, menus, making calls, call forwarding, SMS, clock/alarm functionality, send/receive photos);
      2. email and internet connectivity: troubleshooting on issues relating to applications connecting to the internet for services and connecting to the internet via data and Wi-Fi connections. This includes setting browser and email settings, GPRS/3G/4G/Wi-Fi settings, and email and calendar synchronisation;
      3. entertainment and personalisation: troubleshooting, syncing and connecting to your personal computer, third party application support, and media and data storage on the device. This includes installation and removal of applications, application settings and how to optimise use of the device and applications, but does not include training on applications or personal customisations or support related to games; and
      4. general technical issues: hardware related problems, such as charging/battery, display, sound and camera issues. This includes operating system and firmware/versioning issues which guide a user on how to perform resets and software updates.
    2. Reasonable Effort Service. MTS is a "reasonable effort service." This means that if StarHub, or its service provider, is unable to resolve your problem after making reasonable efforts, StarHub reserves the right, in our sole discretion, to end further efforts to solve the problem. For the avoidance of any doubt, StarHub or its service provider shall not be liable to you for any loss or damages arising from StarHub’s or its service providers inability to solve the problem.
    3. Data usage and roaming charges may apply in using MTS, which charges you are liable to pay. You can access MTS by contacting the SmartSupport Call Centre or accessing the SmartSupport Online Portal to utilise instructional, interactive guides or to chat with a MTS agent.

  2. Support Requests
    1. You may make a Support Request
      1. by calling SmartSupport Call Centre; or
      2. on the SmartSupport Online Portal. You cannot make a Support Request at a Retail Store.
    2. The SmartSupport Call Centre will accept your Support Requests if:
      1. the IMEI of the Registered Device, subscriber’s name, mobile phone number and National ID under which the account is active are correct and correspond with the information given to StarHub by you;
      2. your Mobile Plan and Subscription remain active as at the time of the Support Request and your Registered Device was active on the Network before the time of the Support Request;
      3. all outstanding Monthly Fees under this Agreement and charges under the Mobile Plan are paid on its due date;
      4. the Registered Device has not been the subject of Modification.

  3. Term and Termination
    1. StarHub will supply your Program to you from the Start Date until it is terminated in accordance with this clause.
    2. Termination by you – you can terminate your Program anytime by contacting the SmartSupport Call Centre.
    3. Termination by StarHubStarHub may immediately terminate your Program and the Agreement at any time if StarHub reasonably believes that:
      1. you are using the Services (whether intentionally or not) in a way that may adversely impact the reputation of StarHub;
      2. you are using the Services in a manner which is, or is reasonably believed to be, fraudulent, illegal or related to any criminal activity;
      3. you have breached, or are likely to breach, these Terms;
      4. you are or may become bankrupt or unable to pay your debts as they fall due;
      5. you have provided StarHub with incorrect, false or incomplete, information;
      6. you have ported your mobile number from the Network or terminated your Mobile Plan;
      7. you have not paid any bills issued by StarHub for a period exceeding 30 days from its due date;
      8. you are likely to create imminent harm (such as interruption, disruption, congestion or any unauthorised act) to the Network or any third party’s networks or systems or the provision of the Services;
      9. you are likely to create imminent harm or harass or are abusive to any personnel of StarHub and its service providers, sub-contractors and agents,

      or, for any other reason at StarHub's sole discretion.
    4. Automatic – Your Program and the Agreement will terminate immediately if:
      1. your Mobile Plan is transferred to another person or terminated by you or by StarHub;
      2. you are on a Mobile Plan and you migrate the Registered Device to a pre-paid plan; or
      3. StarHub discovers that you have transferred, sold, displayed for sale, or let on hire your Registered Device.
    5. Consequences of termination
      1. No reactivation – If the Services have been terminated for a Registered Device, the Services cannot be reactivated for that Registered Device.
      2. Prohibition – If the Services have been terminated with respect to a National ID, you will not be eligible to apply for the Services.
      3. Service Requests – if you have made a Service Request which is not fulfilled as at the time of the termination, the Service Request may be cancelled.
         
    6. Suspension of your Mobile Plan
      1. In the event that you voluntarily suspend your Mobile Plan for a limited time, your Agreement, related Services and corresponding Monthly Fees will be suspended in relation to a Registered Device, for the period during which you have voluntarily suspended your Mobile Plan and for a period of 30 days after your suspension of your Mobile Plan ends.
      2. In the event that StarHub suspends your Mobile Plan for whatever reason, your Agreement and related Services will be suspended for the period during which StarHub has suspended your Mobile Plan and for a period of 30 days after StarHub’s suspension of your Mobile Plan ends.
         
    7. Change of registered device
      Your Registered Device may not change except for:
      1. the change made following a Swap or a Replacement; or
      2. the exchange of your Registered Device under a OEM’s warranty scheme or other applicable scheme for a new Device which is identical to your Registered Device. You must inform the SmartSupport Call Centre of such change and provide proof of the exchange where necessary in order for StarHub to update its records with the IMEI of such new Device, from which time the new Device will become the Registered Device.
         
    8. Data privacy
      You confirm that you have read and understood the StarHub Personal Data Protection Policy which may be found at PDP Policy. You also agree that by executing the Application or by continuing to use the Services, you are giving consent to StarHub that the personal information collected by StarHub from you will be used and/or disclosed in accordance to the PDP Policy. In addition, by executing the Application or using these Services, you consent to StarHub’s service provider (and data intermediary, for the purposes of the Personal Data Protection Act 2012), Asurion, storing or hosting data with Asurion and its affiliates, partners and subsidiaries, or with Asurion’s unaffiliated third parties including third-party service providers, relevant governmental and/or regulatory authorities, whether in Singapore or other countries, for the purpose of providing you with the Services or for any other purpose specified in the PDP Policy.

    9. Miscellaneous
      1. Subject to change, withdrawal, termination and suspension - The Services, these Terms and the Fees are subject to change (and in the case of Services, withdrawal), termination, or suspension at any time. We will notify you of the changes through the Website and if you continue your Subscription to the Services after such changes are notified, you will be deemed to have agreed to those changes.
      2. Service providers, contractors and third parties - StarHub may mandate a third party to provide the Services and collect any Service Fee on its behalf, but in any case your sole recourse will be against StarHub and not such third party.
      3. Governing law - The Agreement will be governed by and construed in accordance with the laws of Singapore. Most of your concerns or questions about the Services can be addressed by contacting the SmartSupport Call Centre.
      4. Entire agreement – You hereby agree and accept that the StarHub General Terms & Conditions available at Legal Terms & Notices (General Terms) apply. These Terms are in addition to the General Terms and both these Terms and the General Terms are applicable to the relationship between StarHub and you. In the event of inconsistency between these Terms and the General Terms, these Terms prevail.
      5. StarHub may from time to time offer promotions relating to all or any of the Services. Any such promotions shall be governed by the terms and conditions attached thereto by StarHub, and by these Terms to the extent that the promotion’s terms and conditions are silent. In the event of any conflicts between a promotion’s terms and conditions and these Terms, the promotion’s terms and conditions shall prevail.
         
    10. Enquiries
      If you have any queries, complaints, claims or feedback regarding the Services, please direct them to StarHub by calling SmartSupport Call Centre at 800 852 6030 (+65 6822 2255 from overseas).

    11. Definitions
      1. Acceptance Date means the date when the SmartSupport Call Centre accepts your Service Request.
      2. Acceptance Time means the time when the SmartSupport Call Centre accepts your Service Request.
      3. Additional Fee means an amount equivalent to the difference between the applicable Swap Fee and the applicable Replacement Fee for a Device.
      4. Asurion means NEW Asurion Singapore Pte. Ltd. (CRN 201217148R), a service provider appointed by StarHub to provide the Services.
      5. Courier means a person appointed to deliver Like Mobile Devices in accordance with the Services.
      6. Credit Card includes: VISA, MasterCard and American Express credit cards
      7. Debit Card includes: VISA and MasterCard debit cards.
      8. Device means a mobile wireless device that:
        1. has a display screen; 
        2. supports one or more wireless network connectivity options; and
        3. that is operated using voice, touch or a miniature keyboard. It does not include any Device Accessories.
      9. Device Accessory means anything that is either: 
        1. provided by the original manufacturer in the box with a Device; or 
        2. sold separately to be used in conjunction with a Device. It includes:
          1. batteries; 
          2. SIM cards; 
          3. memory cards; 
          4. chargers;
          5. ear buds; 
          6. boxes; 
          7. cases; 
          8. cables; 
          9. mounts; and 
          10. docking stations.
      10. Eligible Device means a Device either being supplied to you: 
        1. as new by StarHub and registered at the time of purchase or upgrade under your Mobile Plan; or 
        2. by the OEM under warranty to replace a defective Device and the related IMEI details have been recorded by you with the SmartSupport Call Centre or through the SmartSupport Online Portal to the satisfaction of StarHub or any of its approved service providers, agents or subcontractors.
      11. Fees means the fees set out in clause 4.
      12. IMEI means the international mobile equipment identity number of a Device.
      13. Hardware Modification means any modification made to a Device’s hardware not undertaken or authorised by the OEM.
      14. Like Mobile Device means a Device, compared to the Registered Device, that:
        1. may be new or refurbished;
        2. is of similar kind, quality and functionality;
        3. if it is refurbished, it may contain original or non-original manufacturer parts;
        4. has same or greater memory;
        5. may be a different make, model or colour;
        6. has a different IMEI;
        7. does not include any Device Accessories.
      15. Limit has the meaning given to that term in clause 5.3.
      16. Mobile Plan means a post-paid mobile plan offered by StarHub.
      17. Modification means Software Modification or Hardware Modification or both.
      18. Monthly Fee has the meaning given to that term in clause 4.1.
      19. MTS or Mobile Technical Support means the Services set out in clause 9.
      20. National ID means a valid identification document issued or accepted for verification of identity in Singapore.
      21. Network means the mobile telephony network operated by StarHub.
      22. OEM means original manufacturer of a Device.
      23. Program means the specific Services selected by you in accordance with clause 2.
      24. Registered Device means an Eligible Device that StarHub has registered with reference to its IMEI for a Program in accordance with these Terms.
      25. Replacement has the meaning given to that term in clause 2.2.1
      26. Replacement Fee means the fee set out in the third column of the Table in clause 4.5.
      27. Retail Store means any retail store in Singapore owned or approved by StarHub to sell StarHub services.
      28. Services means (i) a Swap; (ii) a Replacement (iii) MTS and (iv) SmartSupport Application, and each is a Service
      29. Service Fee means the Swap Fee, the Replacement Fee and the Additional Fee.
      30. SIM means subscriber identification module.
      31. Service Request means a request for a Swap or Replacement permitted under these Terms.
      32. SmartSupport Application means the mobile application, with the functions described in clause 8.4, offered for your use if you are using a supported Registered Device.
      33. SmartSupport Call Centre means the call centre available at 800 852 6030 (+65 6822 2255 from overseas).
      34. SmartSupport Online Portal means a website offered for your use, through which you can access certain Services, information and assistance.
      35. Software Modification means modification made to a Device’s operating system not undertaken or authorised by the OEM and includes software modification known as ‘jail-breaking’ and ‘rooting’.
      36. StarHub means StarHub Mobile Pte Ltd (Reg. No. 200000646C).
      37. Start Date has the meaning given to that term in clause 3.3.
      38. Subscription means your subscription to the Service.
      39. Support Request means a request for assistance in relation to the SmartSupport Application or MTS.
      40. Swap has the meaning given to that term in clause 2.2.1.
      41. Swap Fee means the fee set out in the second column of the Table in clause 4.5.
      42. Tier means the tier outlined for your Registered Device as advised in your Agreement and the supported Device list on the Website at the time of your enrolment.
      43. Website means the StarHub Website.

  4.  

    For existing customers who sign up for SmartSupport before 15 January 2016, please refer to the Terms & Conditions here.