Last updated: Aug 24, 2021

Introduction

You have been guided here in connection with your use of the IQOS Customer Support Website (the “Website”) that is operated by a member of the Philip Morris International group of companies.

Who are we? We are a member of the Philip Morris International group of companies.

How do you accept these terms? If you use the Website, you accept these terms of use (“Terms”). If you do not agree to be bound by these Terms, do not use the Website. These Terms will be drawn to your attention before you log on to the Website for the first time. These are important provisions relating to your use of the Website: you should read them before using the Website as they are binding on you.

IF YOU DO NOT AGREE TO THESE TERMS, YOU MAY NOT USE THE WEBSITE.

Further terms: If you wish to use certain sections of this Website, those may be subject to other terms and notices. If this is the case, this will be brought to your attention and in some situations you may be required to read and confirm your acceptance of any such items before continuing.

Changes to these Terms: We may amend these Terms from time to time. If we do, we will notify you of such changes the first time you log on to the Website following such changes. If you then continue to use the Website, your use will mean you accept the updated Terms. The date at the top of this page shows when these Terms were last updated.

Use of the Website

The Website is intended to be used by adults aged 18 years and above residing in Malaysia (“Intended User”). If you do not meet these requirements, you must not use the Website.

To set up an account for the Website, you must give us some personal information to enable us to verify your eligibility to use it. Typically, this will be name, age, NRIC (or equivalent document), country of residence and e-mail address/telephone number. We will process this in accordance with our Privacy Policy (see the “Privacy and Cookies” section below for more information.)

Registration and your information

If you want to use the Website, you’ll have to create an account. You should do this before you purchase an IQOS device. It’s important for you to provide us with accurate, complete and up-to-date information for your account. You agree to keep it accurate, complete and up-to-date. You agree that you won’t disclose your account password to anyone. You’re responsible for all activities that occur under your account, whether or not you know about them.

You may not use anyone else’s password or account. You may not attempt to gain unauthorized access to the Website. Should you attempt to do so, assist others to do so, or distribute instructions, software or tools for that purpose, we will close your account without notice to you. If anyone other than you uses your account, we may suspend or terminate your account (see the section entitled “Modification and suspension of the Website” below). You must promptly notify us of any unauthorized use of your username, password or other account information, or of any other breach of security of which you become aware that involves your account or the Website.

Modification and suspension of the Website

We reserve the right to modify, suspend, or terminate operation of or access to the Website, or any portion of it, at our discretion. For example, we may terminate operation of the Website for users if we have reason to believe that the Website is being used by someone who is not an Intended User.

We may also update the Website and change the content at any time. Although we make reasonable efforts to update the information on the Website, note that any content on it may be out of date at any given time, and we are under no obligation to update it.

We may also interrupt the regular operation of the Website, or any portion of it, as necessary to perform routine or non-routine maintenance, to correct errors, or to make other changes.

Use of the Website and Materials

The Website and all its contents (including software, files, graphics, data, images and other material) (“Material”) are the exclusive property of us, our affiliates, or our licensors (or any combination of the foregoing), and are protected by law in Malaysia as well as in other countries.

All intellectual property rights in the Material are reserved by us or our licensors. You may not use, modify, copy, reproduce, republish, upload, post, transmit, distribute, sell, license, rent, publicly display or perform, broadcast, edit, adapt or create a derivative work of, or reverse engineer, in any manner, any part of the Website or any Material.

The Website and the Material are provided solely for your personal, private use. You may not use them for any other purposes (for example, you may not use them for business or commercial purposes). Note the paragraph on “Limit of Liability” below.

Linking

The Website may include links to third party websites. These links are provided for your convenience only. As we have no control over such websites, and we do not review them, please note that:

• we do not endorse them, we are not responsible for them, and we make no promise in relation to them: in particular we are not responsible for the terms on which such websites are made available or their privacy practices, their availability, their content, advertising, products, or other materials, services or information on or available from them; and

• if you access any such websites, you do so at your own risk.

• You may not frame, link or deep-link to the Website to any website.

Privacy and cookies

To the extent that in the Website we collect any personal information about you, we will collect and process it in accordance with our Privacy Policy. Please read it to find out more about what personal information we collect about you, how we use it, with whom we share it, how we protect it, your rights and how you can exercise them.

This Website also uses cookies and similar technologies to collect certain visitor information automatically. To learn more about such technologies (including Google analytics cookies), how we use them, and how you can accept or refuse them, please see our Cookie Notice.

You should review our Privacy Policy and Cookie Notice before using the Website and, like these Terms, we may change them at any time.

Disclaimer

Although we do our best to provide an informative Website that will provide you with information on the proper usage, maintenance, and care for your IQOS device, unless where we have expressly set out to the contrary in these Terms, the Website is made available to you on an “as is” basis. Also:

• it is your responsibility – not ours – to ensure that the Website is suitable for your intended purposes when you use it;

• we accept no liability to you in respect of the Website (subject to the paragraph on “Limit of Liability” below); and

• we accept no liability as to the suitability or fitness of the Website in meeting your needs and, to the fullest extent permitted by law, we exclude all express or implied promises and warranties, including:

• that the Website, or any content contained in or delivered via the Website or otherwise made available in connection with the Website, is accurate, complete, timely, up-to-date, suitable, or will operate in an error-free manner;

• that access to the Website will be uninterrupted, or error-free; and

• that the Website, or the computer systems from which the Website is made available, are free of viruses or other harmful components.

Limit of Liability

We do not exclude or limit liability that cannot be excluded or limited by law, liability for death or personal injury caused by our negligence, or liability arising out of our fraudulent misrepresentation or gross negligence.

We will not be liable to you for any loss or damage arising out of your use of the Website in breach of these Terms, or caused by technologically harmful material or actions (such as virus or a distributed denial-of-service attack) that may affect your computer equipment, computer programs, data or other material in connection with your use of our Website or on any website linked to it.

You acknowledge and agree that the operation of the Website is dependent upon the proper and effective functioning of the internet and other third party equipment and services (including your own device or web browser), and that we do not guarantee, and will not be liable for, these in any way.

We will not be liable for any special, indirect, punitive or consequential losses or damages, or any loss of data, profits, revenues, business, or goodwill.

If you cause a technical disruption of the Website or the systems transmitting the Website to you or others, you agree to be responsible for all losses, liabilities, expenses, damages and costs, including reasonable attorneys’ fees and court costs, arising or resulting from that disruption.

Jurisdiction and Governing Law

The laws of Malaysia (the “Jurisdiction”) govern these Terms and your use of the Website. You irrevocably consent to the exclusive jurisdiction of the courts located in Malaysia for any action to enforce these Terms.

Other important rights that we have under these Terms

We may transfer our rights and obligations under these Terms to another organisation, but this will not affect your rights under these Terms.

If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our right to enforce any such failure against you, or that you do not have to comply with those obligations. If we do decide to waive our right to enforce a default or breach of these Terms by you, we will do so only in writing.

Each of the paragraphs of these Terms operates separately. This means that if any court or relevant authority decides that any of them are unlawful, illegal, or unenforceable, the remaining paragraphs will remain in full force and effect.

These Terms are not intended to give rights to anyone except you and us.

How to Contact Us

Please contact our IQOS Customer Support at 1800-88-3858 or contact us via www.iqos.com if:

• you believe that the Website infringes your intellectual property rights, or that it contains content that is illegal, offensive, or infringes your or a third party’s rights; or
• for any questions you may have about these Terms or the Website.

E-Commerce

The terms and conditions under this “E-Commerce” section governs all sales and purchases of products via the Website. All transactions and orders fulfillment arising out of this Website are managed by our appointed E-Commerce partner (which may be changed from time to time without any notice). For more information about our E-Commerce partner, please see Contact Us (“E-Commerce Partner”).

By placing your order on the Website, you agree that the terms and conditions under this “E-Commerce” section shall be entered into between you and the E-Commerce Partner. Philip Morris International group of companies are not responsible for any disputes arising from the sales and purchase of any products through the Website.

The term “we” under this “E-Commerce” section shall refer to the E-Commerce Partner only.

We reserve the right not to accept any orders received by us. Non-acceptance of an order may be a result of one of the following:

• The product you ordered being unavailable from stock
• Our inability to obtain authorisation for your payment and/or suspected fraud
• The identification of a pricing or product description error
• Our inability to deliver to your specified delivery address
• You not meeting the eligibility criteria set out in these Terms, including us suspecting that you are not the age of 18 and above

You can make payment for your order by various methods available on our website.The following terms shall apply to the below types of payment:

Credit Card

• Credit card payment option is available via our Payment Service Provider (“PSP”). Our PSP accepts all major credit cards in Malaysia.

Online Banking

• By choosing this method, payment for the products will be remitted to our PSP’s account for the total amount charged for your order (including any applicable taxes, fees and handling costs). The transaction is only payable in Ringgit Malaysia.
• For the time being, our PSP accepts online bank transfers from all major banks in Malaysia.

E-Wallet

• E-Wallet option is available via our our Payment Service Provider (“PSP”). Our PSP accepts GrabPay, Maybank QRPay, TnGDigital & Boost.

Our PSP handles your credit card and online banking information in accordance with Payment Card Industry Data Security Standards (PCI DSS).

Delivery of the products shall be made to the address specified in your order.  If delivery is delayed by more than 7 working days, you may contact us to cancel the order and we will refund you any money paid.

Refund for payments made via credit card/e-wallet principal will take 7-14 working days and will be refunded to your card/ewallet account.

Refunds for payments made via online banking will take 7-14 working days from the date you provide us with your bank account details. We will contact you for such purpose.

We require a person aged 18 years and above to sign for the delivery. Without this, we cannot complete the delivery and our IQOS Customer Support will contact you to make alternative arrangement if delivery is not possible.

You need to keep the receipt of the delivered products in case of future reference to us about it.

Please note that it might not be possible for us to deliver to some locations. If this is the case, we will inform you using the contact details that you provided us and arrange for cancellation of the order, or delivery to an alternative delivery address.

We will take all reasonable care to ensure that all details, descriptions and prices of the products appearing on the website are correct. Although we aim to keep the website as up to date as possible, the information including the product descriptions appearing on this website at a particular time may not always be updated.

Consumer Privacy Notice 13.31

Last Updated: 10 February 2021

We take privacy seriously. This notice tells you who we are, what information about you we collect, and what we do with it. We will use information about you only in accordance with applicable data protection laws. Click on “find out more” in each section for further information.

Please also read our terms of use relating to the service you are interested in. They provide more information about the way we do business, and any restrictions on eligibility that may apply.

WHO WE ARE

We are a member of Philip Morris International. Our details (name, address, etc.) will have been given to you separately at the time of (or to confirm) the collection of information about you, for example, in a notice on an app or a website, or in an e-mail, containing a link to this notice.

Find out more…

• PMI: Philip Morris International, a leading international tobacco group. It is made up of a number of companies or “affiliates”.
• PMI affiliates: Each member of the Philip Morris International group of companies is a “PMI affiliate”. “We” (or “us” or “our”) refers to the PMI affiliate that first collected information about you.
• PMI product: means a product of ours or of another PMI affiliate.

How do we collect information about you?

We may collect information about you in various ways.

• You may provide us with information directly (e.g. filling in a form, or making a call to us).
• We may collect information automatically (e.g. when you use a PMI app or website).
• We may acquire information from third parties (e.g. publicly-available information on social media platforms such as Facebook and Twitter).

In this notice, we refer to all the methods by which you are in contact with us as “PMI touchpoints”. PMI touchpoints include both physical (for example, retail outlets and events), and digital (for example, apps and websites).

Find out more…

We may collect information that you provide directly. Typically this will happen when you:

• sign up to be a member of our databases (this could be, for example, in person, via app, or online);
• purchase PMI products or services at a retail outlet;
• download, or use, a digital touchpoint (e.g. an app or a website);
• contact us through a touchpoint, or by e-mail, social media or telephone;
• register a device with us;
• subscribe to a PMI panel portal;
• register to receive PMI press releases, e-mail alerts, or marketing communications;
• participate in PMI surveys or (where permitted by law) PMI competitions or promotions; or
• attend an event that a PMI affiliate has organised.

We may collect information about you automatically. Typically this will happen when you:

• visit an outlet that sells PMI products (e.g. by collecting your data at check-out, or through sensors at the outlet that connect with mobile technology);
• attend an event that a PMI affiliate has organised (e.g. through purchases at the event or through sensors at the event that connect with mobile technology);
• communicate with us (for example, through a touchpoint; or social media platforms);
• use PMI touchpoints (for example, through tracking mechanisms (such as cookies and web beacons/pixels) that you receive when you use the PMI touchpoint or get an e-mail from us);
• use third party websites (for example, using technology similar to that described in the bullet above, that you receive when you visit a PMI touchpoint or get an e-mail from us); or
• make public posts on social media platforms that we follow (for example, so that we can understand public opinion, or respond to requests concerning PMI products).

As mentioned above, we may collect information about you automatically through the use of cookies and similar tracking technologies (such as web beacons/pixels) that you receive when you visit digital PMI touchpoints or get an e-mail from us. The specific cookies and other mechanisms used will depend on the PMI touchpoint in question. To learn about these mechanisms used on a touchpoint, including how you can accept or refuse cookies, please see the information made available on or through that touchpoint. These mechanisms may include Google analytics cookies.

Where permitted by law, we may acquire information about you from third parties. This may include information shared between PMI affiliates, publicly-available profile information (such as your preferences and interests) on third party social media sites (such as Facebook and Twitter), and marketing lists acquired from third party marketing agencies.

We may also collect information in other contexts made apparent to you at the time.

What information about you do we collect?

We may collect various types of information about you:

• information necessary to fulfil your orders

• information necessary to provide warranty services

• information you give us in forms or surveys

• information about your location, where you choose to share it with us on your mobile phone operating system

• information about your visits to our outlets and events

• information you give us in calls you make to call centers

• information about your preferences and interests

• information necessary to verify your age

• information generated by your PMI electronic device (for example, IQOS)

find out more…

Information that we collect from you directly will be apparent from the context in which you provide it. For example:

• if you order a product from us through a touchpoint, you provide your name, contact, billing details, and the products you have chosen so that we can fulfil your order;

• you may provide information on your product preferences and interests so that we can offer you products and services that will interest you;

• if you make an appointment to see us (or someone supporting our products or services), we may collect your name and contact details;

• we may collect information that enables us to verify your age, for example a copy of an identity document or your facial image.

• if you have downloaded one of our apps, we may ask to use your location (even when the app is closed or not in use) for certain features. For example, the “find my IQOS” feature helps you find your device if lost, and it won’t work properly if you don’t share your location. We don’t keep the location data. It will be used only to allow these features and only if you agree to share this data by agreeing to the respective in-app disclosures.

Information that we collect automatically will generally concern:

• details of your visit or call (such as time, date, and duration);

• recordings (where permitted) of your calls or visits to PMI touchpoints, which we may transcribe to text format;

• in a sales outlet or at an event (including areas in the immediate vicinity), how frequently you visit, which areas you visit and for how long, and which purchases you make;

• your use of digital PMI touchpoints (such as the pages you visit, the page from which you came, and the page to which you went when you left, search terms entered, or links clicked within the touchpoint, when you first open the touchpoint, for how long you use it, and how you interact with messages or advertisements we send you); we may use cookies and similar tracking technologies (such as pixels/web beacons) to do this;

• your use of third party websites, where the information collected will be similar to that described in the bullet above (we may use cookies and similar tracking technologies (such as pixels/web beacons) to do this);

• your mobile or desktop device and software (such as your IP address or unique device identifier (for example, mobile advertising identifier (MAID) or Android ID (SSAID)), location data (either derived from your IP address or if you choose to share your precise location with us for specified purposes, e.g. store locator), device brand and model, the display settings of your monitor, web browser type, operating system, (some of which may be used in “digital fingerprinting” (see for what purposes we use information about you, below)) and details of any cookies that we may have stored on your device);

• your use of your PMI electronic device, if you choose to send this to us, which may include information about: (i) the device itself (holder serial number, charger serial number, firmware version, device errors); and (ii) use of the device (such as number of such as number of tobacco HEET sticks (for IQOS), number of cleans, battery use, puff count, and device life data (including cumulative values, and timestamps, for each of the foregoing)); and

• if you return your PMI electronic device to us, or bring it to one of our stores, because it’s faulty, and choose to share with us the data it holds (as above), we may extract that data from the device.

Information that we collect from third parties will generally consist of publicly-available profile information (such as your preferences and interests), for example from public social media posts.

For what purposes do we use information about you, and on what legal basis?

In this section, we describe the purposes for which we use personal information. However, this is a global notice, and where the laws of a country restrict or prohibit certain activities described in this notice, we will not use information about you for those purposes in that country.

Subject to the above, we use information about you for the following purposes:

• To comply with regulatory obligations, such as verifying your age and status as a user of our products

• To sell our products to you, including fulfilling your orders, processing your payments

• To provide sales-related services to you, including dealing with your inquiries and requests, and providing warranty and support services

• To market our products (where permitted by law), including administering loyalty programs, product improvement, market research, developing marketing strategies, administering marketing campaigns, and customizing your experiences at outlets that sell PMI products and at events

• To understand whether you are still engaged with our marketing and whether you wish to continue to receive it

• For us or our business partners to inform you of potential opportunities to get involved in marketing or promoting PMI products

• To support all the above, including administering your accounts, enabling you to use PMI touchpoints, corresponding with you, managing your appointments with us or with someone supporting our products or services (for example, regarding a new product, or after-sales service), customizing your experiences of PMI touchpoints, fraud prevention (for example in the context of our promotions, competitions and surveys, to ensure that they are not taken more than once by the same person), and administration and troubleshooting

• For business analytics, statistical or scientific purposes, including improving PMI products, outlets and events, and the information that we (or our affiliates) provide to our customers

• For other purposes that we notify you of, or will be clear from the context, at the point information about you is first collected

The legal basis for our use of information about you is one of the following (which we explain in more detail in the “find out more” section):

• compliance with a legal obligation to which we are subject;

• the performance of a contract to which you are a party;

• a legitimate business interest that is not overridden by interests you have to protect the information;

• where none of the above applies, or where law requires it, your consent (which we will ask for before we process the information).

find out more…

The purposes for which we use information about you, with corresponding methods of collection and legal basis for use, are:

Where we do not base our use of information about you on one of the above legal bases, we will ask for your consent before we process the information (these cases will be clear from the context).

In some instances, we may use information about you in ways that are not described above. Where this is the case, we will provide a supplemental privacy notice that explains such use. You should read any supplemental notice in conjunction with this notice.

Who do we share your information with, and for what purposes?

We may share information about you with:

• PMI affiliates;
• third parties who provide PMI affiliates or you with products or services;
• PMI affiliates’ carefully selected business partners and advertisers (in areas connected with our products, or consistent with their style and image) so that they can contact you with offers that they think may interest you, in accordance with your preferences; and
• other third parties, where required or permitted by law.

We share information about you with others only in accordance with applicable laws. Thus, where law requires your consent, we will first ask for it.

find out more…

Sharing data with other PMI affiliates

• Information about you will be shared with Philip Morris Products S.A. (based in Neuchâtel, Switzerland), which is the place of central administration of personal data processing for PMI affiliates. Philip Morris Products S.A. processes the information about you for all the purposes described in this notice.

• Information about you may be shared with the PMI affiliate that is responsible for the country in which you live (if it wasn’t the PMI affiliate that first collected the information) for all the purposes described in this notice.

• Information about you may be shared with any other PMI affiliate that you contact (for example, if you travel and you want to know where to buy PMI products in a new country, or where to find service or support for PMI products) in order to enhance our service to you.

Details of PMI affiliates and the countries in which they are established are available.

Country-specific additional points

According to which country you are in, we want you to be aware of some further points.

If you are in Japan, find out more…

If you are in Japan, note that we share information about you, for the purposes described in this notice, with other PMI affiliates on the basis of “joint use” under Japanese data protection laws. When we do this, Philip Morris Japan Limited continues to manage your personal information responsibly, and we require those with whom we share the data to do the same. Further, if they are located outside Japan, we take reasonable measures in accordance with the relevant laws and regulations.

Sharing data with Third Parties

• To the extent permitted by applicable law, we may share information about you with third parties who provide PMI affiliates or you with products or services (such as advisers, payment service providers, delivery providers, retailers, product coaches, information services providers and age verification providers).

• To the extent permitted by applicable law, we may share information about you with PMI affiliates’ carefully-selected third party business partners and advertisers (in line with the kind of thing you might associate with our products, for example because they have similar or complementary image, style, or functionality) so that they can contact you with products, services and promotions that they think may interest you, in accordance with your preferences.

• We may share information about you with other third parties, where required or permitted by law, for example: regulatory authorities; government departments; in response to a request from law enforcement authorities or other government officials; when we consider disclosure to be necessary or appropriate to prevent physical harm or financial loss or in connection with an investigation of suspected or actual illegal activity; and in the context of organisational restructuring.

Country-specific additional points

According to which country you are in, we want you to be aware of some further points.

If you are in Germany, find out more...
If you are in Germany, we share information about you with SCHUFA Holding AG, Kormoranweg 5, 65201 Wiesbaden., tel.: +49 611 92780, for the purpose of age verification. To learn more about how they process information about you, see their privacy notice here.

If you are in Japan, find out more…

If you are in Japan, note that we share information about you, for the purposes described in this notice, with Dentsu Tech Inc. (“Dentsu”) on the basis of “joint use” under Japanese data protection laws. When we do this, Philip Morris Japan Limited continues to manage your personal information responsibly, and we require Dentsu to do the same.

Where might information about you be sent?

As with any multinational organisation, PMI affiliates transfer information globally. Accordingly, information about you may be transferred globally (for example, if you are in the European Economic Area ("EEA"), your information may be transferred outside the EEA; if you are in Australia, you information may be transferred outside Australia).

find out more…

When using information as described in this notice, information about you may be transferred either within or outside the country or territory where it was collected, including to a country or territory that may not have equivalent data protection standards.

For example, PMI affiliates within the EEA may transfer personal information to PMI affiliates outside the EEA. In all such cases, the transfer will be:

• on the basis of a European Commission adequacy decision;
• subject to appropriate safeguards, for example the EU Model Contracts; or
• necessary to discharge obligations under a contract between you and us (or the implementation of pre-contractual measures taken at your request) or for the conclusion or performance of a contract concluded in your interest between us and a third party, such as in relation to travel arrangements.

In all cases, appropriate security measures for the protection of personal information will be applied in those countries or territories, in accordance with applicable data protection laws.

Our service providers are located in many countries throughout the world, including in particular the EEA, Switzerland, the USA, Canada, India, the Philippines, Indonesia, and Australia.

How do we protect information about you?

We implement appropriate technical and organisational measures to protect personal information that we hold from unauthorised disclosure, use, alteration or destruction. Where appropriate, we use encryption and other technologies that can assist in securing the information you provide. We also require our service providers to comply with strict data privacy and security requirements.

How long will information about you be kept?

We will retain information about you for the period necessary to fulfil the purposes for which the information was collected. After that, we will delete it. The period will vary depending on the purposes for which the information was collected. Note that in some circumstances, you have the right to request us to delete the information. Also, we are sometimes legally obliged to retain the information, for example, for tax and accounting purposes.

find out more…

Typically, we retain data based on the criteria described in the table below:

What rights and options do you have?

You may have some or all of the following rights in respect of information about you that we hold:

• request us to give you access to it;
• request us to rectify it, update it, or erase it;
• request us to restrict our using it, in certain circumstances;
• object to our using it, in certain circumstances;
• withdraw your consent to our using it;
• data portability, in certain circumstances;
• opt out from our using it for direct marketing; and
• lodge a complaint with the supervisory authority in your country (if there is one).

We offer you easy ways to exercise these rights, such as “unsubscribe” links, or giving you a contact address, in messages you receive.

Some mobile applications we offer might also send you push messages, for instance about new products or services. You can disable these messages through the settings in your phone or the application.

find out more…

The rights you have depend on the laws of your country. If you are in the European Economic Area, you will have the rights set out in the table below. If you are elsewhere, you can contact us (see the paragraph “who should you contact with questions?” at the end of this notice) to find out more.

Country-specific additional points

According to which country you are in, you may have some additional rights.

find out more…

If you are in the Philippines, find out more…
If you are in the Philippines, you may have rights in addition to those set out in this notice in accordance with the Philippine Data Privacy Act and its implementing rules and regulations, including the National Privacy Commission’s Privacy Policy Office Advisory Opinion No. 2018-031.

If you are in France, find out more...

• If you are in France, you have the right to give us instructions regarding information we hold about you in the event of your death (specifically, whether we should store or delete it, and whether others should have the right to see it). You may:

1. issue general instructions to a digital service provider registered with the French data protection supervisory authority (called “CNIL”) (these instructions apply to all use of information about you); or
2. give us specific instructions that apply only to our use of information about you.

Your instructions may require us to transfer information about you to a third party (but where the information contains information about others, our obligation to respect also their privacy rights might mean that we can’t follow your instructions to the letter). You may appoint a third party to be responsible for ensuring your instructions are followed. If you do not appoint a third party in that way, your successors will (unless you specify otherwise in your instructions) be entitled to exercise your rights over information about you after your death:

• in order to administer your estate (in which case your successors will be able to access information about you to identify and obtain information that could be useful to administer your estate, including any digital goods or data that could be considered a family memory that is transferable to your successors); and
• to ensure that parties using information about you take into account your death (such as closing your account, and restricting the use of, or updating, information about you).

You may amend or revoke your instructions at any time. For further information on the processing of information about you in the event of your death, see Article 40-1 of the law 78-17 dated 6 January 1978. When you die, by default, you will stop using your account and we will delete information about you in accordance with our retention policies (see the paragraph “How long will information about you be kept?” for details).

If you are in Australia, find out more...

• If you are in Australia, the following additional information applies to you:

1. if you do not provide your personal information to us, we may not be able to (as applicable) provide you with the information, products or services that you request; and
2. our Privacy Policy (available at https://www.pmiprivacy.com/en-au/privacy-policy) explains: (i) how you may access and correct the personal information that we hold about you; (ii) how you can lodge a complaint regarding our handling of your personal information; and (iii) how we will handle any complaint.

Who should you contact with questions?

If you have any questions, or wish to exercise any of your rights, you can find contact details for the relevant PMI affiliate, and if applicable data protection officer. Contact details will also be given in any communications that a PMI affiliate sends you.

If your country has a data protection authority, you have a right to contact it with any questions or concerns. If the relevant PMI affiliate cannot resolve your questions or concerns, you also have the right to seek judicial remedy before a national court. 

Changes to this notice

We may update this notice (and any supplemental privacy notice), from time to time. Where the law requires it, we will notify you of the changes; further, where the law requires it, we will also obtain your consent to the changes.

1. How does the lil SOLID 2.0 warranty work?

lil SOLID 2.0 warranty is valid for 12 months from the date of purchase.

In the case of a malfunction, we will, at our option (but without affecting your statutory rights), repair or replace any components which are defective in terms of material or workmanship when used in accordance with the associated lil SOLID 2.0 User Guide and which are subject to a valid warranty period.

If repair is not possible, replacement will be provided with a product of equivalent functionality. To the extent permitted by local law, the replacement color and/or model are subject to such color and/or model availability. In case of replacement of the product under this warranty, any replacement part becomes your property and the replaced part becomes the property of the company or entity which makes the exchange.

The provisions of this warranty are only valid in the country of purchase.

• We will not be able to replace a faulty lil SOLID 2.0 with a new one in non-warranty cases. (See "What cases are not covered by the warranty" section below for non-warranty cases)
• Care Plus Program does not apply to lil SOLID 2.0.
• Please note that lil SOLID 2.0 does not have an international warranty.

2. What cases are covered by the warranty?

Damage caused by the fault of the manufacturer or by a certain manufacturing defect, but was not caused by your misuse or reckless behavior of the device, could be considered a warranty case

Examples of potential warranty cases:

• Crashes in the lil SOLID 2.0 software
• lil SOLID 2.0 is not charging
• The lights on the device are blinking red or not blinking at all
• The battery is not holding charge or is damaged in a different way
• You cannot turn on the new device (just purchased)

3. What cases are not covered by the warranty?

Non-warranty damages include those that have occurred due to careless or improper use of the device.

Examples of non-warranty cases:

• malfunction damage caused by normal wear and tear elements;
• cosmetic damages (such as scratches, dents, broken plastic, etc.) that do not impact the functionality of the product;
• damage caused by misuse, abuse, accidents, unsuitable operating environment, natural disasters, power surge, contact with liquids or fire;
• malfunction due to use with non-compatible consumables, power adaptor or cable;
• damage or malfunction caused by attempt to open, modify and repair, either by a user or by a service provider not accredited by the manufacturer;
• damage or malfunction caused by failure to use as described in the associated lil SOLID 2.0 User Guide;
• normal battery performance depreciation, unless battery failure has occurred due to a defect in materials or workmanship;
• devices containing fully or partially non genuine parts:
• loss or theft of the product or its parts;
• operation of the product in a country for which it was not originally designed or approved.

Where and how to replace lil SOLID 2.0

To make a claim under this warranty, please contact your

• Customer Service Centre at 1800-88-3858 for assistance;

or Visit one of our IQOS Authorised Center

• You can find the nearest IQOS Authorised Center on the Store Locator.