Terms & Conditions

Provision for Service and Support

During the continuance of this Agreement, LAL will provide service and support as follows:

1. Important Information

In some cases your device might need to be returned to LAL,(LOTUS AFRICA LTD.) so we recommend you to keep the original packaging in a good condition and safely stored. The physical condition of your device is also taken into consideration before any warranty decisions are made for replacements or exchanges.

2. What is the warranty period of the device?

The warranty on all devices will be 12 months from the date of Tax Invoice.

The repair model/ process is outlined in this document and serves to inform you of how the 12 month warranty will be honored.

The repaired or replaced device warranty will be honored only on balanced period of total warranty as per Tax Invoice Date.

3. How is my warranty voided?

Your warranty will be voided if your device is damaged. This includes, but is not limited to:

  • Physical damage ,
  • liquid damage,
  • Burned, (Due to Voltage fluctuation)
  • Prism/ Glass broken,
  • Product modifications and alterations that have been executed by unauthorized third par ties.
  • Opened / Tampered device
  • Modifying the exterior of the device by gluing, pasting, screw, protection cover , or sticking ‘decorative’ images on the device can void the warranty if such attachments impact the interior mechanics of the device.
  • Warranty will be decided on the basis of device condition received at our end.
  • We will not be responsible for any further damages happened during transit period.

4. Repair and Exchange Service Models

A. What is deemed as a repair?

A repair process is when a physical repair is undertaken on a device where spare parts are replaced in order to rectify the fault reported whether it is a Level 1, Level 2 or Level 3 repair.

B. What is a swap/ exchange/ replacement device in the service process?

A swap process is where there is no repair capability and as such, no repair can be undertaken on a device. The device is then replaced and referred to as a ‘swap/ exchange process’. The replacement device is supplied by the LAL.

The replacement issued by the LAL is not a commercial sales pack but service stock which may be refurbished/ reconditioned devices. In some instances only the main board is swapped and as such, in some instances the consumer will receive their original covers back.

Device fall in with an exchange repair process for in-warranty device deemed to be faulty and will be exchanged at zero cost if all of the warranty criteria are met.

Out of warranty Device are not exchangeable without costs being applied and it is advisable that you visit our office which will carry a new warranty period as of the purchase date.

C. How the technical outcome above impacts the warranty period

If a repair is undertaken on the device, the warranty period continues normally from where it is in the implied warranty period.

If an exchange and/ or replacement are issued as means of the approved repair activity, the warranty period continues normally from where it is in the implied warranty period.

If a final repair or exchange is undertaken and it is not successful, the next repair process may be the issuing of a new sealed commercial unit. In these instances, the warranty period continues normally from where it is in the implied warranty period.

There are instances where a new sealed commercial unit is issued where such decisions are taken independently of the repair process and in these instances; a new, full warranty period applies on the new device. In these instances, the documentation which validates the date of receipt (proof of purchase or delivery note or job card) containing the details of a new device, should be issued to LAL Repairs on the first time repair to ensure that this date is applied as the new implied warranty date offering the full warranty period.

D. Warranty Repairs

All warranty repairs undertaken by LAL Repairs are covered under manufacturer warranty and as such no costs will be incurred by you for any in warranty repairs completed.

E. Out of Warranty Repairs

  1. The nature of technical devices is such that fault replication is required to ensure that the correct fault is remedied. Therefore out of warranty repairs may incur a ‘labor cost’ for technical fault diagnosis (labor fee: level 0.1 or level 0.2) to a maximum value of RWF 10000./= excluding VAT and fright charges, in order to provide the consumer with an accurate estimate.
  2. All out of warranty repairs will be subject to a written quotation. You will receive a quotation/ estimate within a period of 2 (two) to 5 (five) calendar days for the repair to continue out of warranty. You will have 10 (ten) calendar days to accept the quotation/ estimate prior to any repairs being completed.
  3. If after this acceptance, additional faults are found that impact the original quotation/ estimate, you will be contacted again to give a personal approval to proceed. Any time delays in receiving this approval from you will impact the overall process.
  4. Out of warranty repairs are considered Advance payment and devices will therefore not be released until payment has been received. In some instances, a receipt of payment of the total repair cost quoted and accepted may be payable prior to completion of the repair.
  5. A liquid damaged device is no longer subject to the LAL warranty and therefore the repair is considered ‘out of warranty’. You will be presented with a repair quotation for which you will be liable should you accept the repair costs.
  6. A liquid repair attempt is not an industry standard but is offered as an additional service to consumers to try and assist with the repair of an otherwise un-usable device. This repair is therefore not guaranteed, the spares used are either original and genuine spare parts and/ or other spare parts (generic parts) of a substantially similar quality and nature which are fit for purpose. No grey or counterfeit spare parts are used.
  7. Despite LAL Repairs issuing you with a quotation, the liquid damaged device may be beyond economical repair (BER).
  8. Should LAL Repairs be unable to repair your liquid damaged device, LAL Repairs will not be responsible for replacing the device or for any loss, damage or cost suffered by you.

F. LAL Telephone Support

LAL shall provide at its sole option and for as long and for such hours as it may decide Telephone Support for the Customer. “Telephone Support” means telephone and remote hardware fault diagnosis provided by LAL at its sole option and on such terms and conditions a sit may, from time to time determine pursuant to clause H1

G. Remedial Support

Upon receipt of notification from the Customer that the Products have failed or are malfunctioning, and in the event that the fault cannot be rectified using LAL Telephone Support, LAL undertakes to use all reasonable endeavors during the Standard Service Hours to make such corrections, repairs or adjustments to or replace such parts of the Products as may be necessary to restore the Products to their proper operating condition.

The extent of such remedial support and whether this is achieved remotely by a LAL engineer will be determined by LAL in its discretion and/ or depending upon any Service Offering purchased by the Customer (as evidenced on the Invoice) from amongst the Service Offerings or the specific Service Offering packaged with the Product.

LAL’s “Standard Service Hours” means the hours between 9.00 a.m. and 6.00 p.m. each day excluding Saturdays, Sundays and public holidays.

“Service Offering (s)” means the different service options offered for the Products or any part of them and for varying periods, including Customer’s Invoice.

H. Exceptions to Service & Support

1. LAL shall provide repair services that are necessary because of any existing defect or a defect occurs in materials or workmanship in the system or in any system component covered by this Agreement. Preventive maintenance is not included. Repairs necessitated by software problems, or as a result of alteration, adjustment, or repair by anyone other than LAL (or its authorized representatives) are not included.

For Service Support queries: mail to service.rw@lotusafrica.com

2. The non-working device may fall under any one of following 2 categories

a. Device with expired Warranty

b. Device within warranty

3. The Device under category “With Expired Warranty” will not be covered under warrantyand LOTUS AFRICA will provide cost of repair over email. If the cost is acceptable to Customer, Customer will courier the device to LOTUS AFRICA office at address:

ADDRESS: LOTUS AFRICA LTD, GROUND FLOOR, KIGALI CITY TOWERS, P.O.BOX 2160, KIGALI, RWANDA.

Contact number – +250 791 222 666

4. The Device with category “Within Warranty” will follow the process as mentioned below.

a) First Back up all the data on the device. check the relevant Device driver provided by the Manufactufacturer of the device.

b) If the Device is not working call LOTUS AFRICA Helpline number +250 791 222 666 to troubleshoot reporting problem.

c) In case LOTUS AFRICA team is not able to troubleshoot/ resolve the reporting problem, the team will advice the nearest location where customer can handover the defective Device to be shipped to above address as mentioned.

I. Escalation Matrix :

Level 1 : Service Center Team :

Front Office Executive

Name: Murielkarekezi Jennifer

Mob : +250780744559

Email: sales.rw@lotusafrica.com

Level 2 :Service Center Head

Name: Bharatapu Sai Kumar

Mob : +250791222666

Email: service.rw@lotusafrica.com

Level 3 : Management Team

Name: Bharatapu Sai Kumar

Mob : +250791222666

Email: service.rw@lotusafrica.com

Level 4: GM Operations & Board Members

Name: Morampudi Ramu

Mob : 0785399777

Email: sales.rw@lotusafrica.com