JUMBO LAPTOP ANNUAL MAINTENANCE PROGRAMME

Customer Terms and Conditions

These Terms and Conditions govern the Jumbo Laptop Annual Maintenance Programme. By purchasing, activating or using the Plan, you agree to be bound by these Terms.

Key Information	Details
Plan	Jumbo Laptop Annual Maintenance Programme
Offer Price	AED 99, being a limited promotional offer price available during Jumbo's Back-to-School Promotion and subject to the applicable promotional terms and availability.
Offer Availability	Available as a limited-time promotional offer, subject to withdrawal or modification by Jumbo prior to purchase.
Nature of Plan	Limited Preventive Maintenance and Support Service Plan
Plan Period	Twelve (12) months from the activation date recorded by Jumbo
Covered Device	One (1) registered laptop or tablet only
Included Preventive Maintenance	One (1) preventive maintenance service during the Plan Period
Approved Service Centre Locations	Abu Dhabi:	Jumbo Electronics Service Center,Plot number 7, Block 11 Shop number 66 - 459 Al Busnad 1 St - Musaffah - M45 - Abu Dhabi
	Dubai	Jumbo Electronics Service Center,25, 14B Street - Umm Ramool, near Emirates Metro Station - Dubai
	Ras Al Khaimah	Jumbo Electronics Service Center, Shop No 1, China Building , Al Araibi - Ras Al Khaimah
	Fujairah	Jumbo Electronics Service Center, Shk. Hamad Bin Abdullah Rd , Mraisheed - Fujairah
	Al Ain	Jumbo Electronics Service Center, At Tuma-neenah 5 St - Industrial Area - Al Aras - Abu Dhabi
Home Pickup Benefit	One (1) complimentary home pickup and return delivery, subject to the coverage limits and conditions set out in these Terms
Technician Home Visit Benefit	Fifty percent (50%) discount on Jumbo’s standard technician home visit call-out charge
Exclusions	Spare parts, replacement components,      accidental damage,      physical damage,      liquid damage,      theft,      loss,      major repairs,      software licences, and      data recovery.

 

1. WHAT THE PLAN IS
   1.            The Plan is a preventive maintenance and limited support service plan for one registered laptop or tablet.
   2.            The Plan applies only to the device registered against the Plan.
   3.            The Plan is not: (a) an insurance product; (b) accidental damage protection; (c) liquid damage protection; (d) theft or loss protection; (e) a manufacturer warranty extension; (f) a comprehensive repair plan; or (g) a product replacement plan.
   4.            The Plan does not cover accidental damage, physical damage, liquid damage, theft, loss, spare parts, replacement components, major repairs or replacement devices unless Jumbo expressly agrees otherwise in writing.
   5.            Nothing in these Terms excludes or limits any rights or remedies that cannot lawfully be excluded or limited under applicable UAE law.

 

2. DEFINITIONS
   1.            “AMC” or “Plan” means the Jumbo Laptop Annual Maintenance Programme.
   2.            “Covered Device” means the one laptop or tablet registered by Jumbo against the Plan.
   3.            “Customer”, “you” or “your” means the person purchasing, activating, registering or using the Plan.
   4.            “Jumbo”, “we”, “us” or “our” means Jumbo Electronics Co. Ltd (LLC) or the relevant Jumbo entity identified on the invoice, AMC certificate, order confirmation, service receipt or proof of purchase.
   5.            “Plan Period” means twelve (12) months from the activation date recorded by Jumbo.
   6.            “Preventive Maintenance Service” means the one included preventive maintenance service described in these Terms.
   7.            “Service Centre” means a Jumbo-approved service location.
   8.            “Terms” means these customer terms and conditions governing the Plan, as amended or updated in accordance with these Terms and applicable law.
   9.            “UAE” means the United Arab Emirates.

 

3. ELIGIBILITY AND ACTIVATION
   1.            The Plan applies to one Covered Device only.
   2.            The Plan is available only to individual consumers purchasing the Plan for personal use and is not intended for commercial, corporate, institutional, governmental, educational, fleet-management or managed-service purposes.
   3.            To activate the Plan, you must provide the device and customer details requested by Jumbo, which may include: (a) device model; (b) serial number; (c) purchase details; (d) invoice or order details; (e) customer name; (f) mobile number; (g) email address; and (h) service location or address details.
   4.            The Plan cannot be shared across multiple devices, rotated between devices, split between devices or transferred to another device unless Jumbo agrees in writing.
   5.            The Plan cannot be transferred to another person unless Jumbo agrees in writing.
   6.            Jumbo may ask for proof of purchase, identity verification, device identification, service receipt, AMC certificate, order confirmation or other reasonable evidence before providing any benefit under the Plan.
   7.            Jumbo may refuse activation or service if the device details are incomplete, inaccurate, altered, unverifiable or inconsistent with Jumbo’s records.

 

4. PLAN PERIOD AND EXPIRY
   1.            The Plan is valid for twelve (12) months from the activation date recorded by Jumbo.
   2.            The Plan is offered as a limited-time promotional offer and is available only during such promotional period as may be specified by Jumbo at the time of purchase. The expiry of the promotional period shall not affect any Plan validly purchased and activated during the promotional period, which shall remain valid for the applicable Plan Period. All unused benefits expire automatically at the end of the Plan Period.
   3.            Unused benefits do not roll over, carry forward or convert into cash, credit, voucher, refund or any other benefit.
   4.            Jumbo may refuse service where: (a) the Plan has expired; (b) the device is not the Covered Device; (c) the Covered Device cannot be reasonably identified; (d) you cannot demonstrate entitlement to the Plan; or (e) the service request falls outside these Terms.

 

5. WHAT THE PLANS INCLUDES

Subject to these Terms, the Plan includes the following benefits during the Plan Period.

1.            One (1) Preventive Maintenance Service: 
   1.       You are entitled to one (1) Preventive Maintenance Service for the Covered Device during the Plan Period.
   2.       The Preventive Maintenance Service must be availed at a Jumbo approved Service Centre in one of the following locations: (a) Abu Dhabi; (b) Dubai; (c) Ras Al Khaimah; (d) Fujairah; or (e) Al Ain. Appointments are subject to slot availability, Service Centre capacity, working hours and operational requirements.
2.            Health Check and Startup Optimisation: During the Preventive Maintenance Service, Jumbo will provide a basic health check and startup optimisation for the Covered Device, subject to device condition, operating system condition, diagnostic tool availability and technical feasibility.
3.            Operating System & Software Installation Support: 
   1.       During the Preventive Maintenance Service, Jumbo may assist with operating system, driver and customer-requested software installation or reinstallation.
   2.       You must provide all valid licences, activation keys, recovery keys, login credentials, subscriptions, installation media and authorisations required for the requested installation.
   3.       All licence fees, subscription fees, activation charges, paid software costs and third-party charges are payable by you at actual cost.
   4.       Jumbo will not install pirated, cracked, unauthorised, unlawful or unlicensed software.
4.            One-Time Complimentary Home Pickup and Return Delivery: 
   1.       The Plan includes one (1) complimentary home pickup and one (1) complimentary return delivery in respect of the Covered Device during the Plan Period.
   2.       This benefit is available only for locations within a radius of forty (40) kilometres from Jumbo's designated service centres in Dubai and Abu Dhabi. Requests for pickup or return delivery outside such coverage areas may be declined or may be subject to additional charges at Jumbo's prevailing rates.
   3.       The complimentary pickup and return delivery benefit does not include same-day service, on-site diagnosis, repair services, spare parts or any additional benefit unless Jumbo expressly confirms otherwise in writing.
   4.       Pickup and return delivery are subject to route availability, working hours, service-zone coverage, address accessibility and operational capacity.
   5.       Return delivery included under the Plan will be handled in accordance with Jumbo’s then-current service process and is limited to the covered service-zones described in these Terms. Any additional, repeat, rescheduled or out-of-zone return delivery may be declined or charged at Jumbo’s prevailing rates.
5.            Technician home visit discount:
   1.       You are entitled to a fifty per cent (50%) discount on Jumbo’s standard technician home-visit call-out charge during the Plan Period.
   2.       The discount applies only to the standard call-out or visit fee.
   3.       It does not include repair labour, spare parts, replacement components, consumables, software licences, activation charges, subscriptions, accessories, courier charges or any other charge unless Jumbo expressly agrees otherwise in writing.
   4.       Home visits are subject to technician availability, service-zone coverage, appointment scheduling, site access, site safety and the nature of the reported issue.

 

6. SCOPE OF THE PREVENTIVE MAINTENANCE SERVICE

The Preventive Maintenance Service is limited to the activities set out below, subject to device condition, safe access, manufacturer design, availability of diagnostic tools and technical feasibility.

1.            External Device Cleaning: Cleaning of accessible external surfaces, including the chassis, keyboard area, screen bezel, ports and visible dust accumulation, using standard safe-cleaning methods.
2.            Fan & Vent Cleaning: Cleaning of externally accessible fan outlets and vents. Internal fan or vent cleaning will only be carried out where the device design safely permits non-invasive service. Any deep disassembly, invasive opening, special tooling, component removal or workshop-level service may be treated as chargeable repair activity unless Jumbo expressly approves otherwise.
3.            Battery Health Check: Basic inspection of battery condition, charging behaviour, battery health status and wear indicators using available diagnostics and service tools.
4.            Startup Optimisation: Review of startup items and system boot configuration to improve normal startup performance, including disabling unnecessary startup applications where safe and appropriate.
5.            Temporary File Cleanup: Removal of temporary files, system junk, cache, residual files, recycle-bin contents and other non-essential storage items using standard cleanup practices. Customer data files are not intentionally removed as part of this service. However, you remain responsible for backing up all data before service.
6.            Health Check Report: A basic diagnostic report covering available battery, RAM, storage and processor health or performance indicators, based on the visible operating condition of the Covered Device and the diagnostic tools available at the time of inspection. The report is indicative only. It is not a warranty, guarantee or certification that the Covered Device is free from faults or will remain free from future faults.
7.            Antivirus or Malware Scan: A standard antivirus or malware scan using available security tools. This is a preventive check only. It does not guarantee that all threats, zero-day threats, advanced malware, spyware, ransomware, malicious code or future infections will be detected, removed or prevented.

 

7. WHAT THE PLAN DOES NOT INCLUDE

Unless Jumbo expressly agrees otherwise in writing, the Plan does not include:

1.            spare parts, replacement components, accessories, batteries, adapters, chargers, screens, displays, keyboards, hinges, casing, ports, SSDs, HDDs, RAM, motherboards, chipsets or any other hardware part;
2.            consumables, software licence keys, activation charges, paid apps, paid subscriptions, antivirus subscriptions, cloud services, Microsoft licences, Apple licences or third-party licences;
3.            major hardware repairs, chip-level repairs, motherboard repair or replacement, display replacement, keyboard replacement, battery replacement, charging-port replacement, SSD or HDD replacement, RAM replacement, hinge replacement, casing replacement, liquid-damage repair, corrosion repair or workshop-level repair activity;
4.            accidental damage, physical damage, customer-induced damage, impact damage, drop damage, pressure damage, mishandling, cracked screens, broken bodies, bent chassis, missing keys, broken hinges, damaged ports or negligence;
5.            water, liquid, moisture, chemical exposure, rust, corrosion, humidity or contamination-related issues;
6.            theft, loss or disappearance of the Covered Device;
7.            cosmetic restoration, polishing, repainting, dent removal, sticker removal, casing restoration or aesthetic restoration beyond standard preventive cleaning;
8.            advanced data recovery, forensic recovery, data reconstruction, data migration unless separately quoted, password recovery, account recovery or cloud recovery;
9.            installation or support of pirated, cracked, unauthorised, unlawful, unsupported or unlicensed software;
10.        printers, routers, monitors, docking stations, external drives, stylus devices, chargers, adapters, accessories, bags and other peripherals unless expressly stated in the invoice, AMC certificate or order confirmation;
11.        issues caused by unauthorised repair, modification, tampering, misuse, improper installation, improper power supply, failure to follow manufacturer instructions or use outside normal operating conditions;
12.        manufacturer warranty claims, unless Jumbo separately agrees to assist with routing or facilitation; or
13.        repeated, excessive or non-standard requests that exceed fair usage.

 

8. MANUFACTURER WARRANTY & LEGAL RIGHTS
   1.            The Plan is not a manufacturer warranty extension.
   2.            Manufacturer warranty matters remain subject to the relevant manufacturer’s warranty terms and conditions.
   3.            Jumbo may direct you to the manufacturer or authorised service channel where an issue is covered by, or should be assessed under, the manufacturer warranty.
   4.            Nothing in these Terms affects any mandatory rights or remedies available to you under applicable UAE law.

 

9. CUSTOMER RESPONSIBILITIES

You must:

1.            provide accurate device, purchase, contact and address details at enrolment, activation and service request stage;
2.            ensure the Covered Device belongs to you or is lawfully in your possession;
3.            back up all data, files, passwords, applications, settings and content before handing over the Covered Device or requesting any service;
4.            provide passwords, recovery keys, administrative access, activation information, login credentials and authorisations where required for service delivery;
5.            ensure that all requested software is validly licensed and lawful;
6.            remove, disable or disclose activation locks, BIOS locks, MDM restrictions, enterprise controls, security profiles, encryption restrictions and company-management controls before service;
7.            disclose relevant prior repair history, damage, liquid exposure, unauthorised repair, tampering or known issues;
8.            inspect the Covered Device upon return and notify Jumbo immediately of any visible transit or service issue;
9.            collect the Covered Device promptly once notified by Jumbo; and
10.        use the Covered Device in accordance with manufacturer instructions and reasonable care.
11.        Failure to comply with these responsibilities may delay, restrict or prevent service delivery.

 

10.            DATA, BACKUP & PRIVACY 
    1.        You are solely responsible for backing up all data, files, passwords, applications, settings, images, documents, business information and personal content before any pickup, inspection, diagnosis, software work, reset, repair or service.
    2.        Jumbo may attempt to preserve data but does not guarantee that data, settings, applications, licences, sessions, user profiles or files will be preserved.
    3.        Where you request operating system reinstallation, reset, software troubleshooting, malware cleanup, startup optimisation or similar work, you acknowledge that data, settings, applications, sessions, user profiles or files may be deleted, altered, reset or become unavailable as part of normal service activity.
    4.        Jumbo shall not be liable for data loss, password loss, software corruption, profile loss, unrecoverable files, account lockouts, sync conflicts, cloud access issues, email access issues or any other data-related consequences, except to the extent liability cannot lawfully be excluded under applicable UAE law.
    5.        Jumbo may process your personal data for purposes connected with Plan purchase, activation, registration, service delivery, logistics, appointment scheduling, communications, billing, compliance, quality assurance, customer support, dispute handling and related business operations.
    6.        Jumbo will process personal data in accordance with the UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (as amended and supplemented from time to time), its implementing regulations and Jumbo's applicable Privacy Notice.
    7.        You must not provide Jumbo with third-party personal data, confidential business data or sensitive information unless you are authorised to do so and such information is necessary for the requested service.

 

11.            APPOINTMENTS, PICKUP & HOME VISITS
    1.        All appointments, pickup slots and home visits are subject to operational capacity, technician availability, route availability, working hours, service-zone coverage and address accessibility.
    2.        Jumbo will use reasonable efforts to meet scheduled service commitments. However, no guaranteed turnaround time, repair time, pickup time, return time or completion time is implied unless Jumbo expressly confirms this in writing.
    3.        Turnaround times may vary depending on device condition, issue complexity, software download requirements, diagnostic tool availability, spare-part lead times, customer responsiveness, Service Centre workload, transport delays and other operational factors.
    4.        For home pickup or home visits, you must provide a valid UAE address, contact number and accessible location.
    5.        An authorised person must be present at the scheduled pickup or visit time.
    6.        Devices must be handed over in a reasonably packed and safe condition.
    7.        Jumbo may refuse, suspend or reschedule service at unsafe, hostile, inaccessible, unsanitary or unsuitable locations.
    8.        If you are unavailable for a scheduled pickup or visit, Jumbo may treat this as a completed attempt and may charge a rescheduling fee.
    9.        Return delivery, if applicable, will be handled in accordance with Jumbo’s then-current service process and may be chargeable unless expressly included by Jumbo in writing.

 

12.            DIAGNOSIS, QUOTATION & OUT-OF-SCOPE WORK 
    1.        Diagnosis may be performed during service. However, diagnosis does not mean that repair, labour, spare parts, replacement components or replacement devices are included free of charge.
    2.        Where Jumbo identifies an issue outside the scope of the Plan, Jumbo may:(a) issue a paid repair quotation; (b) recommend replacement; (c) refer the Covered Device to a workshop or manufacturer-authorised service channel; (d) decline service where repair is not technically feasible or commercially reasonable; or (e) return the Covered Device in as-is condition.
    3.        You may accept or reject any paid quotation. If you reject a quotation, Jumbo will return the Covered Device in its then-current condition. You acknowledge that where the Covered Device has an existing fault, damage, corruption, liquid exposure, hardware issue or software issue, diagnosis, inspection, opening, software work or attempted repair may not restore the Covered Device to its previous condition.

 

13.            CHARGES, TAXES & INVOICES 
    1.        All charges not expressly included in the Plan are payable separately by you.
    2.        Chargeable items may include: (a) spare parts; (b) batteries; (c) adapters; (d) chargers; (e) storage upgrades; (f) RAM upgrades; (g) screen replacement; (h) data migration; (i) advanced malware removal; (j) deep hardware repair; (k) repair labour; (l) post-discount home-visit charges; (m) software licence fees; (n) activation charges; (o) subscriptions; (p) recovery media; (q) courier charges; and (r) logistics beyond the included scope.
    3.        VAT and any other applicable taxes, duties, fees or government-imposed charges shall apply in accordance with prevailing UAE laws and regulations.
    4.        Jumbo will provide an invoice, receipt, order confirmation, AMC certificate or other transaction record in accordance with Jumbo’s applicable sales and service process and applicable UAE legal requirements.
    5.        You are responsible for reviewing the Plan price, included benefits, exclusions and invoice details before purchase, activation or use.

 

14.            CANCELLATION, REFUNDS AND TRANSFER
    1.        Once the Plan has been activated and registered against the Covered Device, the Plan is generally non-refundable, except where required by applicable law or expressly approved by Jumbo in writing.
    2.        If you have used any included benefit, Jumbo may deduct the value of the used benefit before considering any partial refund.
    3.        The Plan is non-transferable to another person or another device unless Jumbo agrees in writing.
    4.        Jumbo may cancel the Plan without refund if you: (a) provide false, incomplete or misleading information; (b) register an incorrect device; (c) misuse the Plan; (d) behave abusively or unlawfully towards Jumbo personnel; (e) request pirated, cracked, unauthorised or unlawful software activity; (f) tamper with service records, device identification, serial numbers or documentation; (g) repeatedly misrepresent service requests; or (h) otherwise materially breach these Terms.
    5.        Any cancellation or refund right that you may have under mandatory UAE law shall remain unaffected.

 

15.            FAIR USAGE 
    1.        The Plan is designed solely for normal consumer use and support requirements relating to the Covered Device and is not intended for commercial, corporate, institutional, fleet-management or managed-service support purposes.
    2.        Jumbo may apply fair-usage controls where repeated, excessive, abusive or non-standard service requests materially exceed the intended scope of the Plan.
    3.        Examples of excessive or non-standard use include: (a) repeated requests unrelated to the Covered Device; (b) repeated software reinstalls without technical cause; (c) repeated home-visit demands for issues that can reasonably be resolved remotely or at a Service Centre; (d) repeated missed appointments; (e) use of the Plan for multiple devices; (f) use of the Plan for commercial or business purposes; or (g) use of the Plan as a substitute for fleet-support, managed-service or enterprise IT support operations.
    4.        Fair-usage controls may include refusing out-of-scope requests, requiring Service Centre attendance, charging for additional visits, requiring managerial approval, suspending benefits under the Plan, or cancelling the Plan where misuse is material.

 

16.            LIMITATION OF LIABILITY 
    1.        To the maximum extent permitted by applicable law, Jumbo shall not liable for: (a) indirect, incidental, special, punitive or consequential losses; (b) loss of profit; (c) loss of business; (d) loss of revenue; (e) loss of goodwill; (f) loss of opportunity; (g) loss of anticipated savings; (h) loss of data; (i) loss of software; (j) loss of use; (k) business interruption; or (l) third party claims, arising from or in connection with the plan or any service activity.
    2.        To the maximum extent permitted by applicable law, Jumbo’s aggregate liability arising from or in connection with the Plan shall be limited to the amount paid by you for the Plan.
    3.        Nothing in these Terms excludes or limits liability to the extent such exclusion or limitation is prohibited under applicable UAE law.

 

17.            FORCE MAJEURE 
    1.        Jumbo shall not be liable for delay or failure in performance caused by events beyond its reasonable control, including flood, fire, pandemic, epidemic, transport disruption, government restriction, labour disruption, utility failure, supplier delay, civil disturbance, severe weather, technical outage, platform outage, import restriction, logistics disruption or any other comparable event.

 

18.            CHANGES TO SERVICE PROCESS 
    1.        Jumbo may update operational processes, Service Centre locations, service-zone coverage, working hours, contact channels, appointment systems, pickup processes, visit procedures and administrative requirements from time to time.
    2.        Any operational update will not materially reduce the core benefits of an already activated Plan unless required by law, regulatory direction, safety requirements, supplier constraints, operational necessity or circumstances beyond Jumbo’s reasonable control.
    3.        Jumbo may make minor administrative or procedural updates without prior notice where such updates do not materially prejudice your rights under the Plan.
    4.        Subject to applicable law, the version of these Terms in effect at the time the Plan is purchased shall apply to that Plan, except where amendments are required by law, regulatory requirements or are beneficial to the customer.

 

19.            CUSTOMER COMPLAINTS AND SUPPORT
    1.        You may contact Jumbo through the customer support, service tracking, repair request or service channels notified by Jumbo from time to time.
    2.        Jumbo will use reasonable efforts to address service complaints promptly and fairly.
    3.        You should provide the invoice, AMC certificate, service request number, device details and relevant supporting information when raising a complaint.
    4.        Nothing in this clause limits any mandatory complaint or dispute-resolution rights available to you under applicable UAE law.

 

20.            GOVERNING LAW & JURISDICTION 
    1.        These Terms and the Plan are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai.
    2.        The courts of Emirate of Dubai shall have exclusive jurisdiction over disputes arising out of or in connection with these Terms or the Plan, subject to any mandatory consumer forum, complaint process or dispute-resolution mechanism applicable under UAE law.

 

21.            PRIORITY OF THESE TERMS 
    1.        If there is any inconsistency between these Terms and any short-form marketing material, these Terms shall prevail to the extent permitted by applicable law.
    2.        The invoice, service receipt, AMC certificate, website order confirmation, payment confirmation or other Jumbo record may evidence your purchase, activation and entitlement under the Plan.

 

22.            CUSTOMER ACCEPTANCE 
    1.        By purchasing the Plan, whether in-store, online or through any other sales channel, and by activating, registering or using the Plan, you acknowledge that these Terms were made available to you and agree to be bound by them.