GoCare® Protection

Membership Agreement

 

GoCare Warranty Group, Inc.
3240 N. Colorado St Suite 101
Chandler, AZ 85225
1.855.GOCARE-1 (1.855.462.2731)

This is not an insurance policy. This document is a legal binding agreement between You and GoCare Warranty Group. During the course of your coverage, both You and GoCare will be obligated to adhere to these terms. Your protection plan is governed by the terms and conditions (membership agreement) in effect at the time of purchase.

DEFINITIONS:

  • “Administrator” means GoCare Warranty Group or GoCare, appointed to administer this service agreement.
  • “We”, “Us” and “Our” shall mean GoCare Warranty Group, Inc., located at 3240 N. Colorado St Suite 101, Chandler, AZ 85225, which may be reached at 1.855.GOCARE1 (1.855.462.2731).
  • “Service Facility,” means the location or locations that are registered and serve as a repair facility for the Administrator.
  • “Covered Product” as used in this Agreement, means all covered devices owned by the holder of a protection plan.
  • “Customer” means the person or entity whom the Administrator has on file as being the owner of a protection plan.
  • “Failure” means Mechanical or Electrical Failure of Covered Product with the inability to operate due to a faulty part or workmanship when operated according to the manufacturer’s instructions.
  • “Loss” means loss of usage due to Failure or Accident.
  • "Accident" means damage affecting the normal operation of your device due to an incident that was not reasonably preventable.
  •  “You” and “Your” means the customer.
  • “Membership Agreement” or Agreement means the terms and conditions to which you agree at the time you purchase coverage.
  • "Retail Value" means the price of your device as currently advertised by the manufacturer.
  • "Purchase Price" means the price you pay for coverage, which is indicated on the receipt provided to you at the time you purchase your plan.
  • "Re-certified Devices" means aesthetically and/or mechanically remanufactured or restored devices conforming to manufacturer specifications that come with a 90 day limited warranty.

TERM:

  • Regardless of whether the device a device is new, used or refurbished, as long as it is 100% functional with no prior problems, issues or damage, you may purchase coverage. If you purchase coverage online, there is a 30-day waiting period during which you do not have coverage. Coverage begins on the 31st day, but you may get around this 30 day waiting period. If you purchase coverage at one of our authorized reseller physical locations, there is no waiting period and you have immediate coverage.

·       If you purchase online and wish to receive immediate coverage, you may submit photo verification that your device is functional. Please submit a photo of the front and back of the device. The front photo must show the serial, IMEI or MEID #, whichever applies. Email or send photos via picture message to support@gocare.com. Please reference your order # when sending any photos.

 

·       If you purchase a plan online:

    • Unless we receive photo verification, to reduce fraud, we require a $100 deductible for the first 90 days for all devices. (Simple instructions are provided in confirmation email after you purchase your plan.)
    • If you send us photos, the deductible will immediately drop to the regular amount listed in the deductibles section and you will also receive immediate coverage.
    • If you do not send photos, after 90 days, the deductible will automatically drop from $100 to the regular amount.
    • Photos may be emailed or sent via picture message to support@gocare.com. Photos must show the ENTIRE front and back of the device and have proper lighting. The front picture must show the serial, IMEI or MEID #. When sending photos, please reference your order number. Instructions provided in confirmation email.
  • Coverage lasts for the length of time specified on your policy receipt, which is emailed to you.

VALUE OF YOUR COVERAGE:

  • You are provided full replacement cost coverage, up to the retail value of your device.

WHAT IS COVERED:

  • Accidental Damage from normal use including but not limited to drops, cracks, liquid spills, liquid submersion, and any damage that is caused by accident during the term of your GoCare plan.
  • Mechanical and electrical normal use failures that occur during the term of your plan. 
    • This coverage is an extension of your manufacturer’s warranty. This is covered during the period of your GoCare plan, but if you have warranty coverage left from your manufacturer, coverage with GoCare starts on the date your manufacturer's warranty ends and coverage with GoCare ends when your plan with us terminates. Some examples of covered normal use items include random touch screen failures, batteries that stop charging, sensor and speaker failures, etc and any other failure that your manufacturer extended warranty covers.
  • Devices of any age, as long as they are 100% functional at the time you purchase coverage, having had no prior damage, current damage, failures, issues, modifications or repair work (unless performed by Apple).

HOW COVERAGE WORKS:  

  • Repair: When accidental damage or failure occurs, you must ship or bring your device to a service location we provide after you file a claim. Once we have received your device, we usually repair it within 1 business day. You must pay for your deductible at the time you file a claim. Deductibles are non-refundable. You are allowed an unlimited amount of repair claims.
  • Replacements: GoCare will issue a replacement device if we determine that the device covered under your plan cannot be repaired. You are allowed one replacement, per device, during the length of your coverage. Replacements are rarely needed since GoCare can repair a vast majority of accident claims with complete success, usually within 1 business day. A loaner phone can be sent to you while repairs are performed.
  • Warranty Replacements: For devices still covered by a manufacturer warranty at the time of claim, assuming the incident is covered under the terms of the manufacturer warranty, you must have it repaired or replaced through your manufacturer.
    • If your manufacturer replaces or repairs your item, your GoCare Plan will cover your manufacturer repaired or replaced item automatically. If you file a claim on a replacement device, you must provide the receipt showing the replacement device issued including serial, IMEI or MEID #, and the original device’s serial, IMEI or MEID # must be on this receipt as well documenting the warranty swap.

DEDUCTIBLES:

  • If you paid UPFRONT for your plan:
      • iPhone and other Cell phones: 
        • $75 for any claim on a 1 year plan
        • $50 for any claim on a 2 year plan.
      • iPod Touch:
        • $50 deductible for either 1 or 2 year plans.
      • iPad:
        • $75 deductible for either 1 or 2 year plans.
      • Family plan:
        • $75 deductible for a 1 year plan
        • $50 deductible for a 2 year plan.

OTHER TERMS AND IMPORTANT INFORMATION:

  • If a replacement must be made, we will retain your original device and replace it with a new or re-certified unit guaranteed to work like new with a 90 day limited warranty. If there are any issues with a replacement device, within 90 days of being replaced, GoCare or your manufacturer will service the device for free related to any warranty related problems.
  • Before you can receive a repair or replacement under Your plan, You must file a claim first. You must do this as soon as possible after an incident occurs.
  • If a device is directly exposed to or damaged by liquid in any way, it must turned off right away and no attempt should be made to turn it on after it has been exposed to liquid. Report any exposure or damage to GoCare as soon as possible. If your phone has a user removable battery, please remove it after any exposure.
  • You should not put it in rice, attempt to dry it out in any way or try and get it to work. Even if your device seems to be working fine after an incident such as liquid exposure, you still must notify GoCare of any incident, so we may put this in our records.

WHAT IS NOT COVERED: 

  • Theft, lost or misplaced devices.
  • Pre-existing conditions or damage that occur prior to the effective date of your coverage including damage or issues that occur after you purchase coverage but before the 30 day waiting period. (Unless your device has been verified.)
  • Altered or different serial, MEID or IMEI #'s to make the device appear to be the original covered device.
  • Phones with Bad or blacklisted MEID or IMEI #'s, listed as Lost or Stolen. 
    • If you purchase coverage or make a claim on a device with a bad MEID or IMEI #, we will void your coverage and you will be issued a refund.
  • Accessories such as cases, headphones, dock stations, etc.
  • Any software related issues or data on the device. You are advised to back up your data if possible before sending in your device for repair. 
    • Do not attempt to back up your device or turn it on, if it has been liquid damaged or directly exposed to liquid. Please notify GoCare of any incidents.
  • Intentional abuse and damage caused be extreme sports or similar activities
  • Improper power supply, unauthorized repairs, opening of the device or removal of any part (except for user-removable batteries or sim cards), hardware modifications, fire, flood, war, nuclear disaster, vandalism, animal or insect infestation, rust, acts of nature or God.
  • Cosmetic damage to the device such as surface scratches.
  • We do not cover damage to the back housing or back cover of the iPad, iPod Touch or other non-Apple cell phones.

REFUND POLICY

  • We will provide you with a full refund if you cancel within the first 10 days following purchase of coverage.
  • After 10 days, you may receive a pro-rated refund with a 15% cancellation fee, as long as you have not filed a claim.

TRANSFER POLICY:

  • We will honor your GoCare plan on any replacement device given to you by your manufacturer. You do not need to notify us unless you file a claim. At the time of any claim, you will be required to show proof that it was a replacement device by submitting documentation such as a receipt showing that it was a replacement device from your manufacturer.
  • If you have ever made a claim with GoCare before, you are not eligible to transfer coverage, unless you are transferring coverage to a replacement device given from your manufacturer.
  • You may transfer coverage at any time to a new device, provided we offer coverage on such a device. The device must be a new device from your manufacturer. The transfer can be made by notifying GoCare of the desire to transfer coverage, along with sufficient information such as a receipt showing that the device is new, and showing the serial number. We will charge for the difference in coverage cost, if any. 
  • If you are transferring coverage, such as going from an iPhone 4 to an iPhone 5 or Blackberry or to a different model than your current one, you may be required to sign up for a new plan in which case you will get a pro-rated refund for your old plan.
  • You must notify us of your intention to transfer before coverage can be applied to the new device.
  • If at the time of transfer, if your current plan is no longer available, you may not transfer and you must purchase new coverage. You will receive a pro-rated refund for your old plan.

OTHER BENEFITS:

  • Loaner phones: GoCare will provide, at your request, a loaner phone to be used for your convenience. You will be presented with this option when you file a claim. Loaner phones are optional and there is a small fee to receive one. Costs may vary. See website for details.
  • Technical Support: GoCare will provide limited technical support regarding proper operation of your device including any related functions on the device such as syncing, backing up, taking photos, setting up email accounts, etc.
  • Data recovery: GoCare will provide limited data recovery services in the event your data can be salvaged following a covered claim. If we deem that we cannot recover the data, we are not obligated to reimburse you for any data lost or pay for any advanced data recovery services from another company.
  • BuyBack coverage: GoCare will provide buyback coverage for GoCare members, only for covered devices up to 50% of the retail value. If the device is 0 - 6 months old, you may sell us your device for cash at 50% of the current market retail value. If the device is 6 - 12 months old, you may sell us your device for cash at 40% of the current market retail value. If the device is 12 - 18 months old, you may sell us your device for cash at 30% of the current market retail value. If the device is 18 - 24 months old, you may sell us your device for cash at 20% of the current market retail value. We do not offer buyback coverage for devices older than 24 months. For any of the ranges, you will receive the quoted percentage ONLY if your device is 100% functional with no prior claims, damage, issues, or problems, of any kind. To receive the quoted percentage, your device must be in good to excellent condition, with minimal signs of wear cosmetically. If your device shows heavy signs of usage, but still remains 100% functional and damage free, the price offered will be reduced by 10%. You may elect to sell your device at any time. Once you sell us your device and receive cash re-imbursement, the standard transfer and upgrade policy applies to any new device you obtain, as described in the transfer policy section.

 

CLAIMS AND SERVICE: 

  • Visit www.gocare.com, click on the claims link at the top of our site and select the type of claim you wish to file. Once You have filed a claim, you will receive a follow up email explaining how to proceed. You MUST file a claim on our website, unless you do not have access to a computer. You may also call 1.855.462.2731, and one of our representatives will complete this for you over the phone.
  • Once we receive your damaged device, most repairs are completed within 1 business day and immediately returned following the repair via the type of shipping method you select when you file your claim. You can request ground or next day air return shipping.
  • If we can't repair your device, a replacement device will be issued, usually within 5 business day after we have deemed the device un-repairable.
  • We may need to contact you during a claim. If we must contact you to proceed, and cannot reach you by phone or email and receive no communication from you after 3 weeks, we will suspend your claim and the device will be returned to you.

RENEWALS AND OTHER MISC INFORMATION:

  • Coverage may, at our discretion, be renewed at the expiration of its term. When we offer to renew your coverage or if you choose to renew it, the renewal price will reflect the prevailing premium cost at the time of the renewal.
  • This document is a binding agreement between You and GoCare. The terms and agreement (membership agreement) applicable at the time of purchase shall be the one in effect for each plan. During the course of Your coverage, both You and GoCare will be obligated to adhere to these terms. Neither You nor GoCare may modify these terms, for any reason.

Modified date: Dec 6th, 2011 - These terms apply to any coverage purchased on or after this date, and before the next version is modified and posted on the website.