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myIQOS

Your membership of myIQOS entitles you to complimentary services to the duration of your Device warranty period where you can benefit from special care and service for your registered Device.

  • Eligible Devices - Registration
    • The following device versions are eligible for myIQOS:
      • IQOS 2.4 PLUS, IQOS 3, IQOS 3 DUO or Holders, Chargers and any model update.
      • IQOS 3 MULTI.
    • The device must have a valid and legible serial number. Secondhand devices or devices that have been, or are, registered by another person are not eligible for registration
    • If you are already registered in our database and are not yet part of myIQOS, you can benefit of myIQOS services by registering your eligible device, as long as it is within the warranty period.
    • For all new IQOS users who register in our database after the launch of myIQOS, they will be automatically enrolled in myIQOS when purchasing and registering the IQOS 2.4 PLUS, IQOS 3 DUO and/or IQOS 3 MULTI.
    • At the time of the activation process you must provide all the required information in a complete and updated way. If you do not complete all the required fields in the activation format (for example, age, email and/or telephone) your activation will not be effective. If you provide inaccurate or incomplete information, SUPERIOR TOBACCO COMPANY CURACAO, N.V. reserves the right to disregard your activation of myIQOS without a notice.
    • Continuing the activation process for myIQOS you will be informed of the success of your registration. The membership of myIQOS and offered services are personal and non-transferable to third parties.
    • Your use of myIQOS is linked to your country of residence. Because myIQOS is available only in some countries, if you change your country of residence, you must inform us and apply again to the program in your new country of residence.
    • Membership - Termination
      • For devices purchased since the launch of myIQOS, the activation of the program for each device will be valid for 12 months from the date of registration of that device in our database.
      • You can terminate your myIQOS membership at any time immediately, notifying SUPERIOR TOBACCO COMPANY CURACAO, N.V. by calling our Customer Service Center +599 9 788 9998. Upon termination of your membership, the right to receive services for any of your devices ends.
      • SUPERIOR TOBACCO COMPANY CURACAO, N.V. can end your myIQOS membership at any time if you violate these Terms. SUPERIOR TOBACCO COMPANY CURACAO, N.V. can also end your membership for any reason, with 30 days prior notice.
      • Membership in myIQOS entitles you to the services described in sections 5.2 and 5.3.
  • Services
    • Accidental Damage
      • If your device or component suffers an accidental or involuntary damage affecting its functionality, not caused by misuse in accordance with the User Guide, or by reckless behavior (accidental damage) you may be eligible for a device or component replacement.
      • You must deliver the damaged device or component to SUPERIOR TOBACCO COMPANY CURACAO, N.V. and you will be given a new IQOS device or component of the same or equivalent model. If the same model is not available, a device equivalent in functionality will be delivered as a replacement. SUPERIOR TOBACCO COMPANY CURACAO, N.V. will keep all replaced devices. If only part of the device is damaged (e.g., Holder or Pocket Charger), only the damaged part will be replaced and SUPERIOR TOBACCO COMPANY CURACAO, N.V. will only keep the replaced part.
    • Accidental damage limitations:
      • You must take all precautions to care for your device and make sure to use it according to the User Guide instructions. If you do not, then you are not entitled to a replacement.
      • You are limited to one accidental damage replacement for each registered device or component of the device. After the first change, this benefit will end, as well as the international assistance service due to accidental damage. You can continue enjoying the rest of the services until the end of your membership term. International Assistance service due to accidental damage is not available in all countries.
      • You are not eligible to an accidental damage replacement if the damage was caused before the launch of myIQOS or when any of the following conditions occur:
      • If the product is not eligible in accordance sections 5.1
      • If the damage caused is due to abuse, misuse, any attempt to modify or alter the device or due to a power overload
      • Devices with an altered or removed serial number
      • Devices that have been opened, modified or altered in a manner unauthorized by SUPERIOR TOBACCO COMPANY CURACAO, N.V.
      • Loss or theft of the device
      • Cosmetic damage that does not affect the device functionality, including, but not limited to fine cracks, scratches, dents, broken plastic and discoloration;
      • Damage or failures caused by normal wear and/or normal use
      • Damage resulting from contact with liquids, fire, flood or natural disasters, war or terrorism
      • Damage or malfunction due to use with unsupported products
      • Damage or malfunction caused by not following the User Guide instructions
      • Failure caused by defects in materials and/or manufacturing and/or design. However, these failures are covered by the IQOS warranty. This is additional and without prejudice to all the rights and resources provided by the consumer protection law in the country of purchase.
    • Make an accidental damage claim:
      • To make a claim you must:
      • Report your claim to SUPERIOR TOBACCO COMPANY CURACAO, N.V., including the following information: (1) serial number of the damaged device; (2) description of the damage symptoms, problems or causes; and (3) actions that happened before experiencing the damage to the device and what was done to resolve it;
      • Comply with the replacement authorization process of SUPERIOR TOBACCO COMPANY CURACAO, N.V.
      • You can make the claim through our Customer Service Center by calling +599 9 788 9998 or at our IQOS points of sale, including the same information described in section 5.1.
      • SUPERIOR TOBACCO COMPANY CURACAO, N.V. will determine if a device replacement applies, based on these Terms. If it applies, it will be done as follows:
      • IQOS points of sale: You can deliver the damaged device to one of our IQOS points of sale where the device will be replaced.
    • International Assistance
      • You have access to a free international support line 00800-2559-2559 during an international trip in countries where IQOS is marketed by Philip Morris International and/or its affiliates or an authorized distributor. Connection limitations may apply with some telephone operators, if this happens contact us at: +41 21 547 88 88. In some locations certain charges may apply, please consult your operator for more details.
      • This service includes assistance to solve problems with a specialized IQOS agent and if a device replacement is needed by means of (i) Accidental damage replacement in accordance with these Terms or (ii) material and/or operational damages defined in these Terms to be used in accordance with the User Guide.
      • Services, device availability and delivery hours depend on the country in which you are. This service does not affect your rights regarding the IQOS warranty which is valid in your country of residence.
    • International assistance limitations
      • Limitations within section 5.2 B (accidental damage limitations) apply to International Assistance accidental damage replacements.
      • The following reasons, in terms of materials and device operation, are excluded from the international support service, taking into that the device is used according User Guide:
      • Damage or failures caused by normal wear and/or normal use
      • Cosmetic damage, including, but not limited to fine cracks, scratches, dents, broken plastic and discoloration
      • Damage resulting from misuse, power overload or contact with liquids or fire
      • Damage or malfunction due to use with unsupported products
      • Devices that have been opened, modified or altered in a manner unauthorized by SUPERIOR TOBACCO COMPANY CURACAO, N.V.
      • Damage or malfunction caused by not following the User Guide instructions
    • International Assistance Claims
      • You must:
        • Report the claim to the International Assistance Customer Service Center by calling 00 800-2559-2559, including the following information: (1) serial number of the damaged device; (2) description of the damage symptoms, problems or causes; and (3) actions that happened before experiencing the damage to the device and what was done to resolve it;
        • The IVR allows the Customer Service Center of the country of origin to be selected through the country code, to redirect the call. The agent of the country of origin diagnoses the device and verifies that the replacement applies.
        • If a device replacement applies, it can be delivered in the following ways:
        • IQOS Point of Sales: You can visit our IQOS Point of Sales located in Zuikertuin Mall and present the confirmation email sent by the Customer Service Center in order to get a device replacement.
  • Your obligations
    • You accept:
      • That you will not misuse the myIQOS program and its services;
      • Keep your account secure as a member user;
      • That in case of a replacement, any device delivered as a replacement will be your property and the replaced device will be owned by the entity that makes the replacement; and
      • Comply with the law.

  • Warranty / Liability Limitation
    • Your myIQOS membership, being free of charge, will be provided in the Terms established herein and without any guarantee.
    • SUPERIOR TOBACCO COMPANY CURACAO, N.V. will not be liable under the terms contemplated by law, whether for tort (even for negligence or breach of legal duty), contract, misrepresentation, restitution, or otherwise for any direct loss, loss of benefits, sales, income or savings, loss of business, depletion of goodwill and/or similar losses or loss of data or information, or economic loss; or for any loss, cost, damages, charges or special, indirect or consequential expenses that may arise from your myIQOS membership or use of the Services. SUPERIOR TOBACCO COMPANY CURACAO, N.V. or its subsidiaries will not be liable for any of the losses described in section 8.2, even if you have informed SUPERIOR TOBACCO COMPANY CURACAO, N.V. or its subsidiaries of the possibility of such losses.
    • Nothing in this paragraph excludes any liability that cannot be excluded by an applicable law.
  • Others
    • myIQOS is not an insurance policy.
    • myIQOS is currently provided free of charge.
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