Terms of use

01About these terms

These terms explain how you can use the V-DeviceCare website and app, and what you and we agree to when you insure a device with us. They are written to be read, not skimmed: please read them before you pay.

Your cover itself is set out in your policy wording and your policy certificate, which the app shows before you pay and keeps for you afterwards. Where these terms and your policy wording differ about your cover, the policy wording applies.

In these terms, "we" and "us" mean V-DeviceCare, and "you" means the person using the website or app.

02Who stands behind your cover

Every policy is underwritten by an insurer licensed by the National Insurance Commission, and your policy certificate names it. V-DeviceCare sells and services the cover. No cover is sold until the insurer and V-DeviceCare's authorisation from the Commission are in place.

03Who can use V-DeviceCare

• You must be 18 or older and live in Ghana.
• You must have a valid Ghana Card. We check your identity once, before you insure your first device, and again if you reset your password.
• You may hold one account. You can insure as many devices on it as you like, and each device has its own policy.

04Your account

• Keep the details on your account true and up to date, including your phone number and email.
• Keep your password, Face ID or fingerprint to yourself. Some actions, such as filing a claim, cancelling a policy or changing your payment method, ask you to confirm it is you each time.
• We never ask for your mobile money PIN or a one-time code. If anyone does, it is not us.

05Insuring a device

• You can insure smartphones, laptops and tablets that meet the rules the app shows when you add the device, including its age at registration.
• You add the device with its make, model, IMEI or serial number and the photos the app asks for. These must be of the device you are insuring, and it must be undamaged when you insure it.
• Every device is checked against lost and stolen device lists. A device that the check confirms as lost or stolen cannot be insured, and nobody can override that.
• The app shows the price, what is covered, what is not, the excess and the claim rules before you pay. You tick to confirm you have read them before payment can start.

06When cover starts

• Cover starts the moment your payment is confirmed.
• You cannot claim for anything that happens during the waiting period, which is 14 days from the start of the policy.
• Our staff review the photos and details you sent within 2 business days of cover starting. If the review finds the device does not meet the rules, the policy can be suspended and you will be told why.
• On a device we have not been able to fully verify, theft cover starts only once the device is verified.

07Paying

• You pay through Paystack by MTN MoMo, Telecel Cash, AirtelTigo Money, card or bank transfer. We do not add the payment fee to what you pay.
• For mobile money, approve the payment only in your network's own prompt on your phone.
• Where the app offers it, a card can renew automatically if you choose. It is charged 3 days before your cover ends, and you are told if a charge fails. Mobile money and bank transfer cannot renew automatically, so the app reminds you 14, 7 and 1 days before your cover ends, and on the day.
• Every payment has a receipt in the app and by email.

08Renewal, grace and lapse

• You can renew early. The new term starts when the current one ends, so no days are lost.
• After your cover ends there is a grace period, currently 3 days. Something that happens during grace is covered only if the renewal is paid before grace ends; until then, a claim for it is held.
• If no renewal is paid by the end of grace, the policy lapses and cover ends. Insuring the device again starts a new policy with a new waiting period.

09Cancelling

• You can cancel a policy at any time in the app. Cover ends immediately.
• The premium is not refunded when you cancel. Any credit already on your account stays there.
• You can still claim for something that happened before you cancelled, within 30 days of it happening.
• We can cancel a policy for fraud, for false information or when a device fails verification. The premium is not refunded in that case either, and we tell you why.

10Payment corrections and account credit

• If a payment goes wrong, for example a duplicate charge or a payment for cover that never started, we make a payment correction: the money goes back to the same card, mobile money wallet or bank account it came from, and nowhere else. A payment correction is not a refund of premium.
• Some events add credit to your account, for example when your device's insured value goes down. Account credit can be used towards cover and swaps in the app. It cannot be withdrawn.

11Claims

• You file claims in the app, within 30 days of the incident. The claim tracker shows each step and who is handling it.
• A theft must be reported to the police within 48 hours. Theft is covered only when it happened by force or threat, or from a locked home, office or vehicle with signs of forced entry.
• You can make up to 2 claims in any 12 months and 1 in each 6-month term, with at most 1 theft claim in any 12 months. The limits follow the device, not the policy.
• An excess may apply to a claim. The app shows it before you pay for cover and again when you claim.
• Claims are settled by a repair at an approved service centre or by a replacement device, never in money. All settlements on one device in any 12 months together cannot exceed its registered value.
• Before a theft replacement is handed over, the stolen device's IMEI is blocked and its ownership passes to the insurer.
• Our staff decide claims. Nobody approves a decision they proposed, and every decision is recorded. After a replacement, your policy continues on the replacement device for the rest of its term.

12Swap and upgrade

Swap and upgrade opens in the app after launch. When it is available:

• You can trade in a device that has been on your account for at least 30 days. Our staff grade it on a published scale: like new, good, fair or damaged.
• The app shows your offer, which holds for 14 days. The trade-in value reduces the price of the new device, and you pay only the difference. It is never given as money.

13Decisions, appeals and complaints

• When we refuse an identity check, a device, a claim or a swap, we tell you why in writing.
• You can appeal a refused claim once.
• You can make a complaint from any refusal, or at any time through Help. We acknowledge it within 1 business day and answer within 10 business days.
• If you are not satisfied with our answer, you can take your complaint to the National Insurance Commission, which runs a complaints service for insurance customers.

14Closing your account

You can ask us to close your account through Help. We close it once you have no active policy, open claim or swap left, and we keep the records the law requires, as our privacy notice explains.

15When the service is unavailable

We work to keep the website and app available, but they may sometimes be down for maintenance or because of problems outside our control, such as a network or payment provider outage. Your cover does not stop when the app is unavailable: you can still file a claim within 30 days of the incident once it is back, and you can reach us through the contact details on our Help page.

16Fair use

Do not use V-DeviceCare to insure a device that is not yours to insure, to make a false claim, or to give false information. Do not try to interfere with the website, the app or other people's accounts. We can suspend or close an account that does.

17Our content

The website, the app, our name and our logo belong to V-DeviceCare. You may use them to use V-DeviceCare, but not copy or reuse them for anything else.

18Our responsibility to you

We provide V-DeviceCare with reasonable care and skill. Nothing in these terms limits any right you have under the laws of Ghana, including your rights as a consumer.

19Changes to these terms

We may update these terms. When a change affects you, we tell you in the app before it applies. The date at the top shows when they last changed.

20The law that applies

These terms are governed by the laws of the Republic of Ghana, and the courts of Ghana deal with any dispute.

21Contact

You can reach us through Help in the app, or by the phone, WhatsApp and email details on our Help page.