Available in Botswana only.
iCare Plus must be purchased with your new Covered Device and registered and activated within seven days of purchase, subject to clauses 2 and 8.
For Plans sold in Botswana, “iStore” means Cg Africa Botswana Proprietary Limited (UIN: BW00003464494). This service contract governs the hardware service and technical support provided to you by iStore under the above-mentioned plan (the “Plan”) for an iPhone 14 or newer, excluding the accessories contained in its original packaging (the “Covered Device”), listed in your proof of coverage document (the “Plan Confirmation”) and purchased from iStore or a point of sale nominated by iStore that offers the Plan. Contact an iStore Service Centre to confirm nominated points of sale. Purchase of the Plan is optional. The Plan may be sold for a disclosed price or supplied at no additional charge with the Covered Device. Where the Plan is supplied at no additional charge: (a) references to purchasing the Plan include accepting it (b) the Plan price is zero Pula and will be stated as such before acceptance and in the Plan Confirmation and the Screen Damage service fee remains payable and will be disclosed before acceptance and (c) accepting or declining the Plan does not change the price or availability of the Covered Device. The Plan is additional to, and does not replace, your rights under Botswana law, including the Consumer Protection Act, 2018 (Act No. 5 of 2018). Statutory rights do not depend on purchasing or activating the Plan and are not subject to its service fee, claim limit or exclusions.
The Plan must be purchased when you purchase your new Covered Device. The Plan must be registered and activated within (7) seven days of purchase. If you miss this deadline, iStore may, at its discretion and on a case-by-case basis, permit late registration within one month of the Covered Device's purchase date. The Covered Device must first be assessed by a technician at an iStore Service Centre before iStore will consider any request for late registration. Coverage begins when you register the Plan as described in the instructions included with the Plan. Where you accept these terms electronically at or with the purchase of the Covered Device, that acceptance also constitutes registration and activation of the Plan and no further registration step is required unless the acceptance process clearly states otherwise. Coverage ends twenty-four (24) months from the original retail purchase date of your Covered Device (the “Plan Term”). Your Plan Confirmation will record the applicable coverage start and end dates and will be emailed to you after registration. Any deferral of commencement required by clause 8 does not prevent registration within (7) seven days. An error or delay by iStore in registration or confirmation will not prejudice your coverage. iStore remains obliged to resolve a valid claim submitted during the Plan Term even if the Plan expires before it is resolved. These Terms and Conditions, the original sales receipt for your Plan and the Plan Confirmation are each part of your service contract. A separate Plan must be purchased for each product to be covered. The Plan covers only the product identified in the Plan Confirmation. If the details do not match, email support@istore.co.bw. Please contact iStore promptly to correct any registration error.
The Plan price and all associated charges must be itemised in Pula and disclosed and agreed in writing, including by electronic communication, before purchase - where the Plan is supplied at no additional charge, that fact and any applicable service fee must be disclosed in the same manner before acceptance. iStore will give you these Terms and Conditions and the agreed purchase details when you buy the Plan. Any later Plan Confirmation records, and does not change, those agreed terms.
If, during the Plan Term, you submit a valid claim by notifying iStore that a defect in materials or workmanship has arisen in the Covered Device, iStore will, at its option and subject to your statutory rights, either (a) repair the defect at no charge, using new or refurbished parts that are equivalent to new parts in performance and reliability or (b) exchange the Covered Device for a service-replacement product of the same model, which may contain new or refurbished parts that are equivalent to new parts in performance and reliability. If iStore exchanges the Covered Device, the original product becomes iStore's property and the replacement product becomes your property, with coverage for the remaining period of the Plan.
Where Section 16 of the Consumer Protection Act, 2018 applies, defective goods may be returned in their merchantable or original state within six months after delivery, without penalty and at the supplier's risk and expense, for repair, replacement or refund. If the same problem recurs within three months after a repair under that section, the supplier must replace the goods or refund their price.
For repairs under clauses 3.1 and 3.2, every new or reconditioned part installed and the labour required to install it are warranted for three months after installation, without reducing any longer warranty. This warranty does not cover ordinary wear and tear and is void for misuse or abuse as provided in Section 17 of the Consumer Protection Act, 2018. Correcting a defective repair does not use a further Service Event or attract another service fee. iStore will identify any reconditioned or used replacement or part and provide the labelling and invoice disclosures required by law.
If, during the Plan Term, you submit a valid claim by notifying iStore that the Covered Device has suffered screen damage as described in this clause 3.2 ("Screen Damage"), iStore will either (i) repair the cracked screen or covered back glass using new or refurbished parts that are equivalent to new parts in performance and reliability or (ii) at iStore's discretion, exchange the Covered Device for a replacement product of the same model as the original product (each a “Service Event”). Screen Damage coverage will expire, subject to the repair warranty in clause 3.1, when iStore has properly completed one (1) Service Event for a Screen Damage claim, including any covered back-glass claim, even if this occurs before the end of the Plan Term. This is one Service Event in total and does not end hardware service or technical support under the Plan. Screen Damage coverage applies only to a cracked display or expressly covered back glass damaged by an accident from handling that results from an unexpected and unintentional external event, for example dropping the Covered Device, during your normal daily use of the Covered Device as intended.
Accidental damage to the back glass is covered only on the following models and the iPhone Duo described below:
iPhone 15, iPhone 15 Plus, iPhone 15 Pro, iPhone 15 Pro Max, iPhone 16, iPhone 16e, iPhone 16 Plus, iPhone 16 Pro, iPhone 16 Pro Max, iPhone Air, iPhone 17, iPhone 17e, iPhone 17 Pro, iPhone 17 Pro Max, iPhone 18 Pro, iPhone 18 Pro Max.
For the iPhone Duo, only the front glass will be covered under this clause 3.2 and the internal screens are not covered under this clause. Back-glass damage on other iPhone models is not covered under this Plan.
Screen Damage coverage does not include (a) normal wear and tear, theft, misplacement, reckless, abusive, wilful or intentional conduct associated with the handling or use of the Covered Device, catastrophic damage, such as a crushed or disintegrated device, liquid damage or damage to the back glass except where expressly covered above; (b) any other act or result not covered by the Plan, as described in clause 4.2; (c) any resulting damage to the Covered Device arising from one or more of the circumstances described in clauses 3.2(a) or (b); or (d) damage to the body of the Covered Device that prevents iStore from carrying out a screen replacement.
You must pay the applicable service fee disclosed and agreed before purchase and stated in the Plan Confirmation, in Botswana Pula (P) and inclusive of any applicable value-added tax for the Screen Damage claim. The agreed service fee will not be increased during the Plan Term. iStore may reasonably ask you to explain where and when the event occurred and to provide a detailed description of the event. A claim may be denied for non-payment of the disclosed service fee or failure to provide relevant information reasonably available to you only after you have been given a reasonable opportunity to comply. No service fee is payable for a statutory remedy or for correcting a defective Plan repair.
During the Plan Term, iStore will provide you with access to telephone support resources. Technical support may include assistance with installation, launch, configuration, troubleshooting and recovery (except data recovery), including storing, retrieving and managing files and determining when hardware service is required or Screen Damage coverage may apply. iStore will provide support for the then current version of supported software and the previous Major Release. For purposes of this clause, “Major Release” means a significant version of software commercially released by Apple in a release-number format such as “1.0” or “2.0”, which is not in beta or prerelease form.
Under the Plan, iStore will provide technical support for the Covered Device, its operating system (“iOS”) and software applications pre-installed on the Covered Device (together “Consumer Software”) and for connectivity issues between the Covered Device and a Supported Computer. For purposes of this clause, “Supported Computer” means a computer that meets the Covered Device's connectivity specifications and runs an operating system supported by the Covered Device.
4.1 Hardware service and Screen Damage coverage are restricted to Covered Devices purchased from iStore or a point of sale nominated by iStore.
4.2 Hardware Coverage and Screen Damage Coverage: Subject to your statutory rights, the Plan does not cover:
4.3 Technical Support: The Plan does not include technical support in respect of:
Important: Do not open the Covered Device. Opening the Covered Device may cause damage that is not covered by the Plan. Service under the Plan must be performed by an Apple Authorised Service Provider. Unrelated statutory rights are not lost merely because another person has serviced the Covered Device.
You may obtain hardware service, including service relating to Screen Damage coverage and technical support under the Plan by contacting an iStore Service Centre. Keep your Plan Confirmation and the original sales receipts for your Covered Device and the Plan, or other reasonable proof of purchase, if there is any question about the Covered Device's eligibility for coverage. Contact iStore at The Fields Mall, Gaborone, Botswana; email support@istore.co.bw; telephone +267 78568703. Current contact details are also available at https://istore.co.bw/pages/contact-us. Services will be performed and completed in a timely manner and to the standards required by Botswana law; iStore will notify you promptly of unavoidable delays. If a claim is declined, iStore will give you written reasons. Your remedies for deficient service or other breach, including correction, cancellation or refund where available under Botswana law, remain unaffected.
To receive service or support under the Plan, you agree to comply with the following:
Where necessary for hardware service and after notifying you, iStore may delete the contents of the Covered Device and reformat the storage media. iStore will return your Covered Device or provide a replacement configured as the Covered Device was originally configured, subject to applicable updates. iStore may install iOS updates that prevent the Covered Device from reverting to an earlier version of iOS. Third-party applications may not be compatible with or work on the Covered Device after an iOS update. You are responsible for reinstalling all other software programs, data and passwords.
iStore is the data controller for personal data processed to administer the Plan. It will process only data lawfully needed for the Plan or another lawful purpose, protect that data and retain it only for as long as necessary for a lawful purpose. Necessary disclosures to Apple, authorised service providers and other service providers, and any transfers outside Botswana, will comply with the Data Protection Act, 2024 (Act No. 18 of 2024), including the requirement to retain a copy in Botswana where section 74 applies. Before collecting personal data, iStore will provide its privacy notice explaining the purposes, legal grounds, recipients, retention and transfer arrangements and your rights. You may exercise applicable data rights through the contact details in clause 5 or complain to the Information and Data Protection Commission. Accepting these terms is not blanket consent to unrelated processing or marketing. Repair or replacement may involve loss of programs or data, and operation of the Covered Device may be interrupted or affected by errors. These warnings and the exclusions defining Plan benefits do not exempt iStore from liability under Botswana law. Liability arising from the Plan is determined in accordance with Botswana law. Nothing in the Plan excludes or limits any right, remedy or liability that cannot lawfully be excluded or limited under Botswana law (including liability for negligence, fraud or wilful misconduct) and the Plan is in addition to and does not affect any rights you may have under Botswana law against the seller of the Covered Device.
You may cancel the Plan at any time for any reason by emailing iStore at support@istore.co.bw or delivering written notice to its address in clause 5 with your Plan Agreement Number and a copy of the Plan's original proof of purchase. If you cannot locate the original proof of purchase, iStore will accept other reasonable proof of purchase. If you concluded the Plan by way of an electronic transaction, you may also, where section 35 of the Electronic Communications and Transactions Act, 2014 (Act No. 14 of 2014) applies, cancel the Plan without reason and without penalty within seven (7) days after the date of conclusion of the agreement, in which case any payment already made will be refunded in full within thirty (30) days of the date of cancellation. The statutory electronic cooling-off right does not apply where services began with your express, informed consent before the seven-day period expired, as provided in section 32(2)(c) of that Act. Registration alone is not consent to lose that right. For a direct or mail order sale to which section 22 of the Consumer Protection Act, 2018 applies, you may cancel without reason or penalty by written notice within ten (10) working days after concluding the Plan. Payments for the Plan will be refunded in full within fifteen (15) working days after receipt of your cancellation notice. Services will not commence during that cooling-off period unless, within seventy-two (72) hours after contracting, you separately request earlier performance in writing, in which case section 22(5) treats that request as a waiver of that statutory cancellation right. Registration alone is not such a request. These provisions do not shorten any period or restrict any right applicable to goods supplied with the Plan. Unless Botswana law provides otherwise, if you cancel within thirty (30) days after purchasing or receiving the Plan, whichever occurs later, you will receive a full refund less the reasonable value of any additional Plan service actually provided, net of any service fee paid. If you cancel more than thirty (30) days after purchasing or receiving the Plan, whichever occurs later, you will receive a pro rata refund of the original purchase price, less the reasonable value of any additional Plan service actually provided, net of any service fee paid, based on the percentage of the unexpired Plan Term from the Plan's purchase date. No deduction will be made for a service independently due under Botswana law, no amount will be counted twice and deductions cannot exceed the refund otherwise payable. Any contractual refund will be paid within thirty (30) days after cancellation. Statutory cancellation and refund rights take priority over these contractual deductions. If the Plan was supplied at no additional charge, no Plan price refund is payable on cancellation, cancellation ends future coverage and does not affect accrued rights or any refund of amounts actually paid that is required by law. iStore may cancel the Plan for fraud or material misrepresentation affecting your eligibility or a claim, on written notice giving the reasons and after a reasonable opportunity for you to respond. Any unearned Plan price will be refunded, subject only to lawful deductions. Cancellation does not remove accrued rights or remedies.
You may transfer the Plan to a new owner of the Covered Device by emailing notice of the transfer to iStore at support@istore.co.bw. You must provide the Plan Agreement Number, the serial number of the Covered Device being transferred, proof of purchase of the Plan and the name, address, telephone number and email address of the new owner. Please ensure that the new owner is informed of the disclosure of these details and receives these Terms and Conditions and the privacy notice. Transfer does not restart the Plan Term or restore an already used Service Event.
For further information, email support@istore.co.bw or visit https://istore.co.bw/pages/contact-us.
