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Handset Protection

  • OVERVIEW

    THE HANDSET PROTECTION GUARANTEE PROGRAM

    Enjoy test greater peace of mind after you purchase your new device - from the moment you bring your device home until you're ready to move on to the next greatest thing. Check out all the ways we've got your back if your device malfunctions, is accidentally damaged, or is lost or stolen*

    Rogers Device Protection
    • Subscribe from the moment you buy up to 15 days following the purchase to protect your new device from defects, accidental damage and loss or theft (loss/theft coverage not included in Saskatchewan, Québec or Newfoundland). BYOD activations are also eligible.
    • Already a Device Protection subscriber? Replacing your device is easy. Your same or like model replacement (new or refurbished) will be shipped the next business day, in most cases, when you let us know by 5 pm (EST).
    • You can request a replacement device or manage an existing claim online, as well as check your Service Replacement Fee1 and more: Manage Your Claim
    • Any device used by the mobile number subscribed to Rogers Device Protection is covered.

    AppleCare+ for iPhone and iPad customers - perfect if you want device protection against defects and damage, and Apple tech support, but aren't that worried about losing your device. If you are buying your iPad or iPhone online, please call us at 1 888 ROGERS 1 (764-3771) the same day of purchase to request AppleCare+ for your device. AppleCare+ will not be available after the date of purchase.

    Any questions? Check out the next sections for more information or read our FAQ.


    *Lost/stolen coverage not included in Saskatchewan, Québec and Newfoundland.

  • Device Support
    • MY DEVICE IS DEFECTIVE…

      MY DEVICE IS DEFECTIVE…

      0-15 Days Day 16-365 Day 365+

      Defective Exchange

      Your device will be replaced with a new like-for-like device. Just take your device back to the original point of purchase. Your device must be in like new condition.

      Courtesy Phone & Repair

      Take your device to a store for a no-charge repair. We aim to have your device back to you in 10 business days. Use a free courtesy device while you wait (a $50 deposit may be required).

      For Apple repairs, please see an Authorized Service Provider, create a repair/service request online or call 1 800 263-3394.

      Out of Warranty Repair

      Submit your device through the Courtesy Phone and Repair Program and we will provide you with a quote to repair your device.

      For Apple repairs, please see an Authorized Service Provider, create a repair/service request online or call 1 800 263-3394.

      Out of Warranty Replacement

      Purchase a new or refurbished device.

      The first time you use an out of warranty option, you may be eligible for a discount, provided you have 12 months or more remaining on your term. For more information on our standard Out of Warranty Replacement and Repair Programs, please see the Handset Protection Guarantee Program Terms and Conditions.


      Rogers Device Protection customers can initiate a device replacement service request by visiting www.phoneclaim.com/rogers.

    • MY DEVICE IS BROKEN, LOST OR STOLEN…

      MY DEVICE IS BROKEN, LOST OR STOLEN…

      If you subscribe to Rogers Device Protection, visit www.phoneclaim.com/rogers for details on how to initiate a device replacement service request.

      Alternatively, you can use the Out of Warranty Repair or Replacement Programs as applicable.

      Repair Tip: Before sending your device in for repair or replacement, back up your contacts and personal content as they will be deleted. Please remove and keep your SIM and/or SD card; they will not be returned to you.

      Tablets

      From day 16 onward, please contact the manufacturer directly for tablet support and warranty service:

      • Apple: 1 800 263-3394
      • BlackBerry: 1 877 644-8405
      • HTC: 1 866 449-8358
      • LG: 1 888 542-2623
      • Samsung: 1 800 726-7864
      • Sony: 1 866 766-9374

      Accessories

      The warranty period for accessories varies to up to 12 months. Please refer to the warranty information provided with your accessory. If it is defective and within the warranty period we recommend that you take it back to where it was purchased along with your proof of purchase. If the problem is covered by the warranty it may be replaced or sent for repair.

      Defective Apple Accessories:

      Defective Apple accessories are supported directly by Apple. For self-service, please link to Apple Service and Repair. For additional Apple Support or to call Apple, please contact Apple Support. Have your Apple device handy as you will be required to enter the serial number of the device. There is a link on the Apple Support page if you are not sure how to find the serial number of your iPhone/iPad.

  • ADDED PROTECTION
    • Device Protection Services

      Device Protection Services

      The Device Protection Value Pack is an all-inclusive bundle that delivers huge savings on the features you use every day. It includes device protection, preferred U.S. and international long distances rates, unlimited international text messaging, and Voicemail-to-Text or iPhone Visual Voicemail.

      Device Protection Services pick up where the manufacturer's warranty leaves off, providing you with full end-to-end protection for your device including out-of-warranty same model replacement in case of loss1 or breakage.

      Device must be active, fully functional and not damaged2.



      $11/Month** Device Protection Value Pack

      $13/Month

      Limited Time offer: Get your first 2 months for only $5/month*
      Service Replacement Fee (SRF)
      Fee dependent on device in use.
      $25,$80,$120,or $200 $25,$80,$120,or $200
      Voicemail-to-Text3/iPhone Visual Voicemail4 $5 (sold separately)
      U.S. & International Preferred Rate5
      Unlimited U.S. & International Text, Picture and Video Messages6
      $5 (sold separately)
      Accidental Damage
      Worry-free protection against physical and liquid damage.
      Loss/Theft Protection
      Device Protection offers peace of mind for all device incidents.1
      Out-of-Warranty Coverage
      Device Protection extends past the manufacturers warranty.
      BYOD Coverage
      Like for like replacement or a comparable model.
      Added Security
      Soluto Digital Protection app.2
      Cost Savings
      Save up to $1350 on a new device.
      Fast & Convenient Replacement
      In most cases, a replacement device will be shipped in 1-2 business days.

      About Rogers Device Protection Services

      • A service replacement fee of up to $200($250 in Manitoba) based on your device type will be charged when you make a request to replace your device. Includes two replacements maximum within a 12-month period. Replacement devices may be new or refurbished models at Rogers discretion. A full list of Service Replacement Fees by model is available at www.phoneclaim.com/rogers. For full details, see the Device Protection Plan Terms & Conditions.
      • Your same or like model replacement (new or refurbished) will be shipped out on the next business day, in most cases, when you let us know by 5 pm (EST). For BYOD devices not carried by Rogers, premium device options will be provided as a replacement.
      • Devices are usually only eligible for enrolment within 15 days of new activation or upgrade.
      • All postpaid wireless phones (including iPhone), tablets on a data plan, and standard accessories including a standard battery, a standard charger, SIM card and memory card are covered.
      • You may cancel your Device Protection Plan at any time.
      • To request a device replacement, please call 1 855 877-3887 or visit www.phoneclaim.com/rogers.

      This list of services is not exhaustive; please see the Device Protection Plan Terms & Conditions for complete details.

      Soluto™ Digital Protection App

      All-in-one support and digital protection for your smartphone

      • Find and secure your lost phone, and lock it remotely.
      • Protect it from viruses.
      • Automatically backs up contacts, photos and videos up to 5 GB.
      • Improve your phone's performance with tips on how to improve storage, speed and battery life.

      Setting Up the Soluto™ Digital Protection App

      Note: Currently, the Soluto™ digital protection app is compatible with iPhone and Android devices (with Android 4.0 /iOS 7.0 or later version software installed). Tablets are not supported at this time. Application download is required for the service to function.


      • From your mobile phone, go to your device's app store and download the Soluto™ mobile application.
      • Complete the steps within the application to activate.

      To Enrol

      Ask a Rogers wireless sales rep about our device protection services when purchasing your new device.

    • AppleCare+

      AppleCare+

      AppleCare+ is amazing service and support from the people who know your iPhone and iPad best. AppleCare+ for iPhone or iPad offers additional coverage over the complimentary support provided to customers that purchase a new iPhone or iPad.

      For $9 per month for iPhone and iPad, or $99 one-time fee for iPad only, AppleCare+ extends your coverage to two years from the original purchase date of your iPhone and adds up to two incidents of accidental damage coverage, each subject to a service fee plus applicable tax ($39 for screen damage, $129 for any other damage to your iPhone, or $49 for any damage to your iPad). Available from Rogers only on the same day of purchase. If you are buying your iPad or iPhone online, please call us at 1 888 ROGERS1 (764-3771) the same day of your purchase to request AppleCare+ for your device. AppleCare+ is available within 60 days of your iPhone or iPad purchase by visiting an Apple Retail Store or by calling 1 800 263-3394.

      Exclusive to AppleCare+ is Express Replacement Service. If you are travelling or not near an Apple retail store, you can call AppleCare and arrange for Express Replacement Service to send a replacement device along with the shipping and packing materials needed to return your defective device.

      • One Stop for Technical Support:

        • AppleCare+ provides one-stop service and support from Apple experts.
        • Most issues can be resolved in a single call (for Mac or Windows customers).
        • Express replacement service is available with mail-in service.
      • Apple Hardware Coverage:

        • Provides repair or replacement coverage, including both parts and labour, from Apple-authorized technicians.
        • Covers device, device battery, and included earphones and accessories.
        • Adds up to two incidents of accidental damage from handling, each subject to an additional service fee plus applicable tax ($39 for screen damage, $129 for any other damage to your iPhone, or $49 for any damage to your iPad).
      • Software Support Included:

        • Issues with iPhone, iPad or Apple-branded iPhone applications.
        • Interconnectivity between iPhone/iPad and a Mac or PC.
        • Help using iOS and Cloud.
        • Connecting to wireless networks.
  • FAQ

    FAQ

    What are the Rogers Device Protection services?

    Rogers Device Protection Plus and Rogers Device Protection Premium are value-added feature bundles that protect your device for loss, stolen, damaged and out-of-warranty malfunction issues, along with other services like device protection tools (SolutoTM). Note that lost/stolen coverage is not included in Saskatchewan, Québec and Newfoundland, and Soluto digital protection app is compatible with iPhone and Android devices (with Android 4.0/iOS 7.0 or later version software installed).

    When can I add a Rogers Device Protection bundle to my account?

    You can add a Rogers Device Protection bundle at the time of activation/upgrade or within 15 days of activating or upgrading to a new device.

    Is there a service contract commitment term when adding Rogers Device Protection?

    No, Rogers Device Protection Plan is offered on a month-to-month basis, and you can remove it at any time without cancellation fees; however, it is recommended that you stay enrolled in Rogers Device Protection Plan for the duration of your wireless contract. In the event of a device incident, the Device Protection replacement process is easy, convenient and fast. Also, the combination of the Device Protection low monthly fee and the one-time service replacement fee is typically much lower than the full retail cost to replace your device.

    I am enrolled in the Rogers Device Protection Plan. How do I file a service request to receive a replacement device in the event of a lost, stolen, or damaged device?

    Rogers Device Protection customers can initiate a device replacement service request by visiting www.phoneclaim.com/rogers.

    How long does it take for a Rogers Device Protection Plan customer to receive a replacement device after a service request had been made?

    For all service requests completed by 5 pm ET, shipment occurs that same day, in most cases, and next day delivery is provided where available. Typically, all customers receive their replacement device within 1-2 business days.

    Is device loss, theft and damage really common?

    Yes, nearly 1 in 4 people will experience loss, theft, or damage of their wireless device this year.

    When a Rogers Device Protection customer makes a service request, will the replacement device be the same make and model?

    In most cases, you will get the same or comparable model as you had before. If the same model in unavailable, an equivalent or newer model will be shipped. The replacement device will be new or refurbished at the program's discretion.

    If a device malfunction occurs within the manufacturer's warranty period, should I file a Rogers Device Protection service request or go through the existing Original Equipment Manufacturer (OEM) repair process to get my device fixed?

    If your device malfunctions within the manufacturer's warranty period, please follow the existing Rogers in-warranty repair/replacement process to have your device repaired. However, if the device was lost, stolen or damaged (such as water damage) you should file a service request to receive your replacement device through the Rogers Device Protection Plan.

    How long will it take to file a service request?

    A typical service request takes 5 minutes and you simply need to answer a few questions from a call centre representative about the incident. You may need to present proof of purchase and/or photo ID to establish right to service. Then you pay the service replacement fee and the replacement device will be shipped that day (if before 5 pm ET).

    How much is the service replacement fee?

    The service replacement fee ranges up to $200 ($250 in Manitoba). Taxes are applicable. A full list of service replacement fees by model is available at www.phoneclaim.com/rogers

    Which of my devices are covered?

    Any device in use on the mobile number subscribed to Device Protection is covered. Remember to make a claim within 30 days of an incident involving your device you have been using.

    Will I get a new device?

    Replacement devices are refurbished or new, based on availability and in Rogers discretion.

    I am a Rogers customer, why do I have to pay for support?

    Rogers 100% supports its products and services for free. However, our standard support team is unable to fix common issues related to equipment or software provided by other companies.

    How do I activate/install the Soluto™ digital protection app?

    PLEASE NOTE: Currently, the Souto™ digital protection app is compatible with iPhone and Android devices (with Android 4.0 /iOS 7.0 or later version software installed). Application download is required for the service to function.

    • From your mobile phone, go to your device's app store and download the Soluto™ mobile application.
    • Complete the steps within the application to activate.

    How do I turn the phone alarm on and off?

    To sound a phone alarm:

    1. Log in at Soluto.com
    2. Click the Location tab at the top of the page.
    3. Click the Sound Alarm button at the top of the page to start a 3-minute beeping alarm from your phone.

    Note: The alarm will sound for 3 minutes, or until you press the Stop Alarm button on your phone, or use the volume control on your phone.

    To stop a phone alarm do one of the following:

    • Press the Stop Alarm button.
    • Use the volume control on the phone.

    Note: The alarm will sound for 3 minutes, or until you press the Stop Alarm button on your phone, or use the volume control on your phone.

    How do I find a lost phone?

    To find a misplaced phone nearby, sound a phone alarm:

    1. Log in at Soluto.com
    2. At the top of the page under the Location tab, click the Sound Alarm button.
    3. Click the Sound Alarm button at the top of the page to start a 3-minute beeping alarm from your phone.

    Note: To disarm the alarm, press the Stop Alarm button on the phone or press the volume on the side of your phone up or down.

    To find a lost or stolen phone using GSP technology:

    1. Log in at Soluto.com
    2. At the top of the page under the Location tab, click the Locate Phone button.
    3. The phone location will be updated on the Location page.

    How can I erase data from my phone?

    To erase data from your phone:

    1. Log in at Soluto.com
    2. Click the Location tab at the top of the page.
    3. Click the Erase Data button at the top of the page.
    4. In the pop-up window, click the Erase Data & Lock Phone button.
    5. To unlock your found phone, choose the appropriate option:
    6. Enter your Soluto password on the locked screen of your found phone.

    I cannot complete installation of Soluto on my device.

    For assistance with the Soluto™ digital protection app, please contact Soluto at: https://www.soluto.com/contact-us/faqs

    What types of damage are not covered under the manufacturer's warranty?

    The following are not covered under the manufacturer's warranty:

    • Physical damage due to external causes, such as corrosion due to moisture damage, debris inside the handset, etc.
    • Physical damage to the display's liquid crystals, such as cracking, rupturing or discolouration in one or more places.
    • Damage to internal parts, such as the battery or the terminal, due to the application of excessive force when attaching an external object to the handset, like a charger, headset or attachable camera.
    • Cracks, scratches, colour change due to normal wear and tear.
    • Test and/or use of accessories not sold by Rogers.

    Complete warranty details are provided in the manufacturer's warranty manual.

    Damage to the device may not be readily visible but may be causing performance issues.

    Can you provide some product care tips to help avoid physical damage?

    Here are a few tips to help avoid physical damage to your handset:

    • Do not expose your handset to moisture, this includes any liquid, steam, rain, fog, and even body perspiration.
    • Do not store the handset in hot areas. High temperatures can shorten the life of an electronic device.
    • Do not expose the handset to a lot of dirt or dust.
    • Do not use harsh chemicals to clean the handset.
    • Avoid dropping your handset.
    • Consider purchasing a protective case for the handset.

    (+) SEE FULL DETAILS

    If I put off purchasing AppleCare, will my coverage last longer?

    No, the AppleCare+ plan covers your Apple product from the original purchase date. If you purchase AppleCare products at the time you purchase your product, you'll be able to take advantage of all of the plan's features right away. Complimentary telephone support expires after 90 days, so purchasing the plan now allows you to prevent a possible lapse in support coverage. AppleCare+ must be purchased at the time you purchase your product.

    What is the website for AppleCare?

    AppleCare Online Support site: www.apple.com/ca/support/contact

    Can I get help at an Apple Retail Store?

    Yes, customers may bring their Apple products to an Apple Retail Store for assistance under the plan. Customers should schedule a Genius Bar appointment online at www.apple.com/ca/retail before coming in.

    What if I don't ever use AppleCare, can I get a refund?

    Customers may contact AppleCare at any time within the duration of the plan to request a pro-rated refund. Full refunds are available within 30 days of purchase.

    What happens if I sell my Apple product or give it away?

    The AppleCare+ plan is transferrable to the new device owner.


(+) SEE FULL DETAILS

Full Details

Device Protection Plan Terms & Conditions

Fee Schedule.

The Device Protection Plan is offered by ROGERS as part of the following device support programs (which contain other support features subject to their own terms and conditions): (i) Device Protection Plus or (ii) Device Protection Premium. See Your Device Protection Plus or Device Protection Premium materials, including Your welcome letter or brochure for further details on the program that You have selected.

Monthly Fee for Device Protection Plan: $6.99 for non-iPhone / $9.99 for iPhone plus applicable taxes, but is only available as part of Device Protection Plus or Device Protection Premium programs and Your monthly charge will be higher based on the program in which You have enrolled. Please refer to Your welcome letter or brochure for applicable monthly fee.

Replacement service fees: Tier 1 = $25.00; Tier 2 = $80.00; Tier 3 = $120.00; and Tier 4 = $200.00 based on the type of device you have covered. (For a complete list of eligible devices and their equipment tier, ask a sales rep or visit www.phoneclaim.com/rogers)
Non-Returned Equipment Fee: Tier 1 = $50.00; Tier 2 = $150.00; Tier 3 = $250.00; and Tier 4 = up to $400.00 and is based on the type of device you have covered. (For a complete list of eligible devices and their equipment tier, ask a sales rep or visit www.phoneclaim.com/rogers)

Device Protection Plan Contract. These terms and conditions together with the applicable portions of Your monthly bill (“Bill”) from ROGERS, welcome letter, applicable Bill inserts, the current list of Eligible Wireless Products and their Equipment Tier, and applicable written communications from Us to You govern the Device Protection Plan and constitute Our contract with you (hereinafter the “Device Protection Plan Contract” or “Contract”), so You should keep a copy for future reference. This Contract and Your Service Agreement with ROGERS are, and shall remain, separate agreements, but in order to maintain service under this Contract, You must also maintain Your wireless service with ROGERS in good standing and be financially current on Your ROGERS account. If any portion of this Contract is deemed invalid or unenforceable, it shall not invalidate the remaining portion of this Contract. Your ROGERS wireless device number for the Covered Equipment is Your Contract number. This Contract is purchased in and governed by the laws of the Province identified in Your billing address in the records of ROGERS and the federal laws of Canada applicable therein.

Definitions.

(1) “Covered Accessory(-ies)”means the following Accessories used with the Eligible Wireless Product: one standard battery (attached to wireless device at time of loss if lost or stolen) and one standard charger. One SD memory card and one SIM card, each as standard for the device, are also covered. If the Eligible Wireless Product is an iPhone, the following iPhone accessories shall be deemed Covered Accessory(-ies) as part of an iPhone loss: one standard wall/USB charger, one standard earbud, and one standard sync cable. (2)“Covered Equipment” means the Eligible Wireless Product owned or leased by You and actively registered on the ROGERS network and for which airtime has been logged after enrollment into the Device Protection Plan. Covered Equipment is limited to one Eligible Wireless Product and applicable Covered Accessory per replacement. The International Manufacturer’s Equipment Identification (IMEI), Electronic Serial Number (ESN) or Mobile Equipment ID (MEID) of the Eligible Wireless Product associated with Your account in the record of ROGERS at the time Your coverage initially becomes effective and for which air time has been logged indicated that Eligible Wireless Product to be considered Covered Equipment unless You have used a different Eligible Wireless Product on Your mobile number immediately prior to the time of Failure in which case the Covered Equipment is the Eligible Wireless Product (i) for which You have used on Your mobile number immediately prior to the time of Failure; and (ii) for which You have provided a proof of purchase or lease to Us. (3) The “Device Protection Plan” means the Device Protection Plan service warranty program described in this Contract. (4)“Effective Date” means the date Your request for enrollment is received by Us or Our authorized representative. (5) “Eligible Wireless Product(s)” means the wireless device that We have designated as eligible for service under the Device Protection Plan Contract as set forth in the list of Eligible Wireless Products and their Equipment Tier available from Us, which can be found at www.phoneclaim.com/rogers, in ROGERS’ stores or by calling 1-866-327-3399. (6) “Failure” means (i) if You are enrolled in Saskatchewan, Quėbec or Newfoundland and Labrador, in the usual and customary usage of the Covered Equipment, that Covered Equipment malfunctions or fails to operate due to a defect in parts or workmanship after the manufacturer’s warranty period; or accidental or liquid damage; or (ii) if You are enrolled in any other eligible province, in the usual and customary usage of the Covered Equipment, that Covered Equipment malfunctions or fails to operate due to a defect in parts of workmanship after the manufacturer’s warranty period; accidental or liquid damage; loss; or theft. (7)“Replacement Equipment” means a wireless device of like kind and quality with comparable features and functionality to the Covered Equipment which We provide to You in the event of a Failure of the Covered Equipment. (8) “ROGERS” means ROGERS Communications Partnership and its successors and assigns, with addresses at 333 Bloor Street East, Toronto, Ontario, Canada M4W 1G9. (9) “We”, “Us”, and “Our” mean ROGERS, the company obligated under this Contract. (10) “You” and “Your” refers to the ROGERS account holder that purchased this Contract.

What is Covered. If the Covered Equipment suffers a Failure during the time this Contract is in effect, We will replace the Covered Equipment. If a Failure affects a Covered Accessory in conjunction with the Failure of the Covered Equipment, or if the Covered Equipment is replaced with a different model, We will also replace the Covered Accessory(ies). Failures due to defects in material and workmanship during the term of the manufacturer’s warranty period are not covered under this Device Protection Plan Contract and service requests must be submitted through the ROGERS repair and return program. Covered Equipment will be replaced with a wireless device of like kind and quality with comparable features and functionality to the Covered Equipment. THERE IS NO ASSURANCE, REPRESENTATION, OR WARRANTY THAT ANY REPLACEMENT EQUIPMENT WILL BE IDENTICAL OR OFFER THE SAME FUNCTIONALITIES AS THE ITEM BEING REPLACED. REPLACEMENT EQUIPMENT WILL BE NEW, REMANUFACTURED OR REFURBISHED, IN OUR SOLE DISCRETION. The Replacement Equipment immediately becomes the Covered Equipment. If We replace Your equipment under the Device Protection Plan Contract, We reserve the right to take possession and ownership of Your defective Covered Equipment. You hereby assign to Us all rights and benefits of any manufacturer’s warranty or other ancillary coverage related to any Covered Equipment that We replace. In the event that Your Replacement Equipment fails to function due to defects in parts or workmanship during its twelve (12) month warranty period, We will replace it at no cost to You. Such service will not be charged against Your annual service limit under the Device Protection Plan Contract.

Changes to the Device Protection Plan and Contract. You agree to all the provisions of this Contract when You order the Device Protection Plan and/or pay for it. We may change the monthly charge for the Device Protection Plan, the administration of the Contract, or these terms and conditions from time to time upon at least thirty (30) days written notice to You. Such notice may be provided in a Bill insert, as a message printed on Your Bill; by email; in a separate mailing; or by any other reasonable method, at Our discretion and will clearly and legibly set out its effective date and either the new clause only, or the amended clause and the original clause. You may refuse the amendment and rescind or cancel the Contract without cost, penalty or cancellation by sending Us a notice to that effect no later than thirty (30) days after the amendment comes into force. Your continued use of the Device Protection Plan and payment of the charges, after such notice, constitutes Your acceptance of the changes. The Device Protection Plan is available only to wireless device service customers of ROGERS. Your participation in the Device Protection Plan is optional and You may terminate the Contract at any time. Please refer to the Cancellation section of this Contract.

Contract Service Period. Your service benefits under this Contract begin on the Effective Date and continue from month to month until terminated by You or by Us in accordance with the Cancellation section of this Contract and subject to the Service Limits section of this Contract.

Charges. You agree to pay the amount for this Contract shown on Your ROGERS Bill for wireless service each month when invoiced by ROGERS on the same terms and conditions as set forth under Your ROGERS Service Agreement. Applicable replacement service fees, non-covered failure charges, shipping and restocking charges, taxes, and regulatory surcharges and assessments, if any, may apply prior to providing Replacement Equipment. Charges and/or additional fees may be found at www.phoneclaim.com/rogers.

To Obtain Service. In the event of a Failure of Covered Equipment, You may file a service request by calling 1-866-327-3399 or online at www.phoneclaim.com/rogers. You must file the service request within thirty (30) days of the Failure. If Your service request is approved, We will ship the Replacement Equipment the next business day, where and when available. WE MAY REQUIRE, AS A CONDITION OF APPROVAL OF YOUR SERVICE REQUEST, THAT YOU PROVIDE PROOF OF PURCHASE OR LEASE FOR THE COVERED EQUIPMENT AND/OR YOUR GOVERNMENT ISSUED PHOTO I.D. OR OTHER DOCUMENTATION OR INFORMATION AS REASONABLY NECESSARY TO ESTABLISH YOUR RIGHT TO SERVICE WITHIN THIRTY (30) DAYS FROM THE DATE OF THE REQUEST. We also retain the right to inspect the Covered Equipment (except in cases of loss or theft) as a condition of approval of Your service request. In Saskatchewan, Quėbec and Newfoundland and Labrador, loss or theft is not a covered Failure.

Replacement Service Fee. A nonrefundable replacement service fee, plus any applicable taxes, applies to each approved replacement as indicated in the table below. The replacement service fee may be included on Your Bill or, at Our discretion, collected from You prior to providing Replacement Equipment.

Replacement Service Fees Applicable to Each Replacement

Equipment Tier1

Equipment Tier 2

Equipment Tier3

Equipment Tier 4

$25.00

$80.00

$120.00

$200.00

The replacement service fee does not apply to replacements of Replacement Equipment cause by defects in parts or workmanship during the standard product warranty period. A complete list of Eligible Wireless Products and their Equipment Tier are available as follows: www.phoneclaim.com/rogers, in ROGERS’ stores or by calling 1-866-327-3399.

Service Limits. We will cover the cost to replace the Covered Equipment up to a maximum of $1,300.00 per service request depending on Your Tier. Beginning on the Effective Date, this Device Protection Plan Contract will cover up to, but not more than, two (2) replacements of Covered Equipment during any twelve (12) month period. We will forward a notice of cancellation of the Contract to You, by mail, email or fax at the time of the second replacement, and We will discontinue all monthly charges for the Device Protection Plan Contract at such time. The monthly charge paid for the Device Protection Plan Contract during the month in which the second replacement occurs will be pro-rated up to the date of cancellation. The service limit does not apply to replacement of Covered Equipment caused by defects in parts or workmanship during the standard product warranty.

Service Limits Applicable to Each Replacement

Equipment Tier1

Equipment Tier 2

Equipment Tier 3

Equipment Tier 4

$350.00

$500.00

$900.00

$1,300.00

Return of Replaced Equipment/Non-Return Charge. Covered Equipment approved for replacement, other than Covered Equipment replaced due to loss or theft, must be returned to Us at Our shipping expense in the return mailer included with Your Replacement Equipment within fifteen (15) days. The Covered Equipment We replace becomes property of ROGERS and You hereby assign to Us all rights and benefits of any manufacturer’s warranty or other ancillary coverage relating to any Covered Equipment that We replace. If We do not receive Your original equipment within fifteen (15) days, You will be charged a non-return equipment fee up to $400.00 plus any applicable taxes. If We provide Replacement Equipment to You as a result of the loss or theft of Your Covered Equipment and You later find or recover the Covered Equipment You must return it to Us as directed in this Contract. Call 1-866-327-3399 to request a prepaid return mailer. In Saskatchewan, Quėbec and Newfoundland and Labrador, loss or theft is not a covered Failure.

Non-Return Equipment Fee

Equipment Tier1

Equipment Tier 2

Equipment Tier 3

Equipment Tier 4

$50.00

$150.00

$250.00

Up to $400.00

What is not Covered.

The Device Protection Plan does not cover:

(1) Incidental or consequential damages, unforeseen and unforeseeable damages at the time of this Contract, or indirect damages where the failure to perform the obligation does not result from Our intentional or gross fault; (2) failures caused by war, revolution, acts of public enemy or terrorist, labour difficulties, including without limitation, strikes, slowdowns, picketing or boycotts, civil commotion, embargo, acts or government, or military authority; (3) abuse, misuse, or intentional acts; (4) pre-existing Failures of the Covered Equipment occurring before the time it was established as the Covered Equipment; (5) changes or enhancement in color, texture, finish, expansion, contraction, or any cosmetic damage to Covered Equipment however caused, including, but not limited to, scratches and marring, that do not affect the mechanical or electrical function of the Covered Equipment; or (6) Failure of the Covered Equipment caused by computer viruses or similar unauthorized intrusive codes or programming.

Further, Covered Equipment does not include and the Device Protection Plan does not cover:

(1) Contraband or property in the course of illegal transportation or trade; (2) property in transit to You from anyone other than Us; (3) routine maintenance and consumable items, such as batteries (one standard battery will be provided with Replacement Equipment if the Replacement Equipment is a different model than the Covered Equipment or if the battery was part of the Failure to the Covered Equipment); (4) antennas, unless there is also a Failure of the Covered Equipment; or (5) any accessories (unless otherwise covered as a Covered Accessory when part of a Failure to the Covered Equipment), including but not limited to color face plates, personalized data, or customized software, such as personal information managers (PIMs), ring tones, games, or screen savers.

Cancellation. You may terminate this Contract at any time for any reason by calling Us at 1-866-327-3399. We may terminate this Contract immediately if You default on Your obligations. In Saskatchewan, Quėbec or Newfoundland and Labrador, We may terminate this Contract for any other reason by notifying You in writing at least sixty (60) days prior to the effective date of cancellation, which notice shall state the effective date and grounds for cancellation. In all other Provinces, We may terminate this Contract for any other reason by notifying You in writing at least thirty (30) days prior to the effective date of cancellation. If You or We terminate this Contract within thirty (30) days from Your receipt of this Contract and no coverage has been provided, You will receive a full refund of the Contract purchase price. If coverage was provided within thirty (30) days of the date purchased, You will receive a refund less the value of any replacement received.

Except as provided in the Service Limits section above, if this Contract is terminated after thirty (30) days from Your receipt of this Contract, We will refund the purchase price allocable to the remainder of the term of this Contract, pro-rated by month on a daily basis, less the value of any replacement received, and We will discontinue all monthly charges for the Device Protection Plan Contract as of the effective date of cancellation.

Any termination and cancellation of Your wireless service with ROGERS for any reason constitutes cancellation of this Contract by You, subject to the terms and conditions of this Contract.

Limits of Liability. Not applicable in Québec: In the event of any error, omission of failure by Us or Our agents or service providers with respect to the Device Protection Plan Contract or the services provided by Us or Our agents or service providers hereunder, Our RESPONSIBILITY AND LIABILITY AND THAT OF OUR AGENTS OR SERVICE PROVIDERS SHALL BE LIMITED TO THE CHARGES ACTUALLY PAID BY YOU FOR THE DEVICE PROTECTION PLAN CONTRACT (BUT NO MORE THAN THE LAST TWENTY-FOUR (24) MONTHLY CHARGES YOU PAID FOR THE DEVICE PROTECTION PLAN CONTRACT). THIS IS YOUR SOLE REMEDY FOR ANY ERRORS, OMISSIONS OR FAILURE OF US OR OUR AGENTS’ OR SERVICE PROVIDERS’ PERFORMANCE. FURTHER, UNDER NO CIRCUMSTANCES SHALL WE OR OUR AGENTS OR SERVICE PROVIDERS BE LIABLE FOR ECONOMIC LOSSES, INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY OR PUNITIVE DAMAGES (EVEN IF WE OR OUR AGENTS OR SERVICE PROVIDERS HAVE BEEN ADVISED OF OR HAVE FORESEEN THE POSSIBILITY OF SUCH DAMAGES), ARISING FROM THE DEVICE PROTECTION PLAN CONTRACT OR OUR AGENTS’ OR SERVICE PROVIDERS’ PERFORMANCE UNDER THE DEVICE PROTECTION PLAN CONTRACT, OR UNDER ANY PROVISION OF THIS CONTRACT, SUCH AS, BUT NOT LIMITED TO, LOSS OF REVENUE OR ANTICIPATED PROFITS OR LOST BUSINESS. EXCEPT AS OTHERWISE EXPRESSLY STATED IN CONTRACT, WE HEREBY SPECIFICALLY DISCLAIM ANY AND ALL CONDITIONS, REPRESENTATIONS OR WARRANTIES, STATUTORY, EXPRESS OR IMPLIED, REGARDING THE DEVICE PROTECTION PLAN CONTRACT AND SERVICES TO BE PROVIDED HEREUNDER BY US AND OUR AGENTS OR SERVICE PROVIDERS, INCLUDING ANY IMPLIED WARRANTY OF TITLE, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE.

Limits of Liability. Applicable in Québec: Except in the case of damages resulting from Our own act or of or Our agents or service providers with respect to the Device Protection Plan or the services provided by Us or Our agents or service providers hereunder, Our RESPONSIBILITY AND LIABILITY AND THAT OF OUR AGENTS OR SERVICE PROVIDERS SHALL BE LIMITED TO THE CHARGES ACTUALLY PAID BY YOU FOR THE DEVICE PROTECTION PLAN CONTRACT (BUT NO MORE THAN THE LAST TWENTY-FOUR (24) MONTHLY CHARGES YOU PAID FOR THE DEVICE PROTECTION PLAN CONTRACT). IN SUCH CIRCUMSTANCES WE OR OUR AGENTS OR SERVICE PROVIDERS WILL NOT BE LIABLE FOR ANY DAMAGES, ECONOMIC LOSSES, INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY OR PUNITIVE DAMAGES (EVEN IF WE OR OUR AGENTS OR SERVICE PROVIDERS HAVE BEEN ADVISED OF OR HAVE FORESEEN THE POSSIBILITY OF SUCH DAMAGES), ARISING FROM THE DEVICE PROTECTION PLAN CONTRACT OR OUR AGENTS’ OR SERVICE PROVIDERS’ PERFORMANCE UNDER THE DEVICE PROTECTION PLAN, OR UNDER ANY PROVISION OF THIS CONTRACT, SUCH AS, BUT NOT LIMITED TO, LOSS OF REVENUE OR ANTICIPATED PROFITS OR LOST BUSINESS. EXCEPT AS OTHERWISE EXPRESSLY STATED IN THIS CONTRACT, WE HEREBY SPECIFICALLY DISCLAIM ANY AND ALL CONDITIONS, REPRESENTATIONS OR WARRANTIES, STATUTORY, EXPRESS OR IMPLIED, REGARDING THE DEVICE PROTECTION PLAN CONTRACT AND SERVICES TO BE PROVIDED HEREUNDER BY US AND OUR AGENTS OR SERVICE PROVIDERS, INCLUDING ANY IMPLIED WARRANTY OF TITLE, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE.

Force Majeure. We have no responsibility for delays or failures due to acts of God, fire, flood, explosion, war, revolution, acts of public enemy or terrorist, labour difficulties, including without limitation strikes, slowdowns, picketing or boycotts, civil commotion, embargo, acts of government in, military authority, or the elements, or other causes beyond Our reasonable control, and in such event, We may cancel this Contract and the Device Protection Plan Contract immediately.

Prohibitions on Transfer and Abuse of the Device Protection Plan Contract. This Device Protection Plan is for Your use only. It is only transferable by ROGERS to any other person. Wireless devices owned or leased by anyone other than You may not be made a Covered Equipment. Any abuse of the Device Protection Plan by You, including but not limited to seeking replacement of a wireless device not belonging to You, may result in termination of this Contract upon notice.