legal.pages.global.title
Terms of use
for IQOS website
Last updated: 8 September 2020
Introduction
Welcome to the www.iqos.com ("Website"), a web site operated by Gulf Taleed Commercial Services Company (referred to as "we" or "us" in these Terms of Use).
Who are we? We are Gulf Taleed Commercial Services Company, authorized distributor of IQOS in the Kingdom of Saudi Arabia. We have identified ourselves to you, and given our contact details, in the Website in connection with which you have been guided here.
How do you accept these terms? If you use the Website, you accept these terms of use (“Terms”). These are important provisions relating to your use of the Website: you should read them before using the Website as they are binding on you.
Limits of liability: By using the Website, you accept certain limits of liability, which we explain throughout these Terms. In summary: you use the Website at your own risk; we do not assume any liability, or make any warranties (express or implied) with respect to it or your use of it.
Use of tobacco products: Our products are designed for adult smokers only. Our products contain nicotine which is a highly addictive substance. Nicotine-containing products should not be used by pregnant or breastfeeding women or persons in ill health. Our products are not for sale or use by those under (i) 18 years old, or (ii) if the legal age required to purchase of tobacco under the laws of the Kingdom of Saudi Arabia is above 18 years of age, the minimum age required by law. Whilst we ensure our products are made to high standards, you acknowledge that you use our products at your own risk. IQOS IS NOT RISK FREE AND THE BEST WAY TO REDUCE TOBACCO RELATED HEALTH RISKS IS TO QUIT TOBACCO USE ALTOGETHER.
IF YOU DO NOT AGREE TO THESE TERMS, YOU MAY NOT USE THE WEBSITE.
Further terms: If you wish to use certain sections of this Website or take advantage of any promotions we offer to you through it, that may be subject to other terms and notices. If this is the case, this will be brought to your attention and in some situations you may be required to read and confirm your acceptance of any such items before continuing.
Changes to these Terms: We may amend these Terms from time to time. If we do, we will notify you of such changes. If you then continue to use the Website, your use will mean you accept the updated Terms. The date at the top of this page shows when these Terms were last updated.
Use of the Website
The Website is intended to be used by adult tobacco users aged 18 and above who want to continue to use tobacco products (“Intended User”), and who reside in the Kingdom of Saudi Arabia. If you do not meet these requirements, you must not use the Website.
To set up an account for the Website, you must give us some personal information to enable us to verify your eligibility to use it. Typically, this may be smoking status, name, age, country of residence and e-mail address/telephone number. We will hold this in accordance with our Privacy Notice (see the “Privacy and Cookies” section below for more information.) Every user can set up one unique account and for this reason, one mobile phone number and e-mail address can only be associated with one account.
It’s important for you to provide us with accurate, complete and up-to-date information for your account. You agree to keep it accurate, complete and up-to-date. You agree that you won’t disclose your account password to anyone. You’re responsible for all activities that occur under your account, whether or not you know about them.
You may not use anyone else’s password or account. You may not attempt to gain unauthorized access to the Website. Should you attempt to do so, assist others to do so, or distribute instructions, software or tools for that purpose, we will close your account. If anyone other than you uses your account, we may suspend or terminate your account (see the section entitled “Modification and suspension of the Website” below). You must promptly notify us of any unauthorized use of your username, password or other account information, or of any other breach of security of which you become aware that involves your account or the Website.
Modification and suspension of the Website
We reserve the right to modify, suspend, or terminate operation of or access to the Website, or any portion of it, at our discretion. For example, we may terminate operation of the Website for users if we have reason to believe that the Website is being used by someone who is not an Intended User.
We may also update the Website and change the content at any time. Although we make reasonable efforts to update the information on the Website, note that any content on it may be out of date at any given time, and we are under no obligation to update it.
We may also interrupt the regular operation of the Website, or any portion of it, as necessary to perform routine or non-routine maintenance, to correct errors, or to make other changes.
Use of the Website and Materials
The Website and all its contents (including messages posted on the forum, software, files, graphics, data, images and other material) (“Material”) are the exclusive property of us, our affiliates, or our licensors (or any combination of the foregoing), and are protected by laws of the Kingdom of Saudi Arabia as well as in other countries.
All intellectual property rights in the Material are reserved by us or our licensors. You may not use, modify, copy, reproduce, republish, upload, post, transmit, distribute, sell, license, rent, publicly display or perform, broadcast, edit, adapt or create a derivative work of, or reverse engineer, in any manner, any part of the Website or any Material.
The Website and the Material are provided solely for your personal, private use. You may not use them for any other purposes (for example, you may not use them for business or commercial purposes). Note the paragraph on “Limit of Liability” below.
Linking
The Website may include links to third party websites. These links are provided for your convenience only. As we have no control over such websites, and we do not review them, please note that:
- we do not endorse them, we are not responsible for them, and we make no promise in relation to them: in particular we are not responsible for the terms on which such websites are made available or their privacy practices, their availability, their content, advertising, products, or other materials, services or information on or available from them; and
- if you access any such websites, you do so at your own risk, and you hereby confirm, irrevocably, that we are not liable, at any time, for your use of the links or any results of such use.
You may not frame, link or deep-link to the Website to any other website.
Privacy and cookies
To the extent that in the Website we collect any personal information about you, we will collect and process it in accordance with our Privacy Notice. Please read it to find out more about what personal information we collect about you, how we use it, with whom we share it, how we protect it, your rights and how you can exercise them.
This Website also uses cookies and similar technologies to collect certain visitor information automatically. To learn more about such technologies (including Google analytics cookies), how we use them, and how you can accept or refuse them, please see our Cookie Notice.
You should review our Privacy Notice and Cookie Notice before using the Website and, like these Terms, we may change them at any time.
Disclaimer
Although we do our best to provide an informative Website that you will enjoy using, unless where we have expressly set out to the contrary in these Terms, the Website is made available to you on an “as is” basis. Also:
- it is your responsibility – not ours – to ensure that the Website is suitable for your intended purposes when you use it;
- we accept no liability to you in respect of the Website (subject to the paragraph on “Limit of Liability” below); and
- we accept no liability as to the suitability or fitness of the Website in meeting your needs and, to the fullest extent permitted by law, we exclude all express or implied promises and warranties, including:
- that the Website, or any content contained in or delivered via the Website or otherwise made available in connection with the Website, is accurate, complete, timely, up-to-date, suitable, or will operate in an error-free manner;
- that access to the Website will be uninterrupted, or error-free; and
- that the Website, or the computer systems from which the Website is made available, are free of viruses or other harmful components.
Limit of Liability
We do not exclude or limit liability that cannot be excluded or limited by law, liability for death or personal injury caused by our negligence, or liability arising out of our fraudulent misrepresentation or gross negligence.
We will not be liable to you for any loss or damage arising out of your use of the Website in breach of these terms, or caused by technologically harmful material or actions (such a virus or a distributed denial-of-service attack) that may affect your computer equipment, computer programs, data or other material in connection with your use of our Website or on any website linked to it.
You acknowledge and agree that the operation of the Website is dependent upon the proper and effective functioning of the internet and other third party equipment and services (including your own device or web browser), and that we do not guarantee, and will not be liable for, these in any way.
We will not be liable for any special, indirect, punitive or consequential losses or damages, or any loss of data, profits, revenues, business, or goodwill.
If you cause a technical disruption of the Website or the systems transmitting the Website to you or others, you agree to be responsible for all losses, liabilities, expenses, damages and costs, including reasonable attorneys’ fees and court costs, arising or resulting from that disruption.
Jurisdiction and Governing Law
The laws of the Kingdom of Saudi Arabia govern these Terms and your use of the Website. You irrevocably consent to the exclusive jurisdiction of the courts of Kingdom of Saudi Arabia, for any action to enforce these Terms.
Other important rights that we have under these Terms
We may transfer our rights and obligations under these Terms to another organisation, but this will not affect your rights under these Terms.
If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our right to enforce any such obligations or rights against you, or that you do not have to comply with those obligations. If we do decide to waive our right to enforce a default or breach of these Terms by you, we will do so only in writing.
Each of the paragraphs of these Terms operates separately. This means that if any court or relevant authority decides that any of them are unlawful, illegal, or unenforceable, the remaining paragraphs will remain in full force and effect.
These Terms are not intended to give rights to anyone except you and us.
How to Contact Us
Please contact us at contact.sa@iqos.com if:
- you believe that the Website infringes your intellectual property rights, or that it contains content that is illegal, offensive, or infringes your or a third party’s rights; or
- for any questions you may have about these Terms or the Website.
TERMS OF SALE
Definitions
What these Terms cover. These are the Terms on which we supply our products to you, whether these are goods, services or digital content.
Why you should read them. Please read these Terms carefully before you purchase our Products. These Terms tell you who we are, how we will provide products to you, how you and we may change or end the contract between you and us, what to do if there is a problem and other important information. We recommend that you keep a copy of these Terms for your future reference. By placing an order with us online via this Website, you agree to be bound by these Terms. If you do not agree to be bound by these Terms, do not purchase our Products.
If you need to contact us about these Terms. Before you place an order, if you have any questions relating to these terms please contact our IQOS Customer Care team by using the online chat tool on our Website, or by telephone on 800-8500017 – we're available 7 days a week, 9am - 7pm. All calls to IQOS Customer Care can be made free of charge from Saudi Arabia landlines and mobiles. Inbound and outbound calls may be recorded for quality monitoring and training purposes.
Definitions. The following terms shall have the meaning assigned to them below:- "Terms" means these terms and conditions together with any terms and conditions in the Product Description.
- "Product" means any of our products displayed for sale on this Website.
- "Product Description" means that part of the Website where certain terms and conditions in respect of the individual Product are provided.
- "Users" means the users of this Website collectively.
- "Personal Information" means the details provided by you to us, when you place an order for Products.
- "We", "us" and "our" means Gulf Taleed Commercial Services Company, a limited liability company incorporated in Saudi Arabia, with registered office at PO Box: 27801, Riyadh 11427, Saudi Arabia.
- "Website/s" eans this Website located at sa.iqos.com and any subsequent URL which may replace it.
- "Cookies" means small text files which our Websites place on your computer’s hard drive to store information about you and to identify your computer.
- "You" means an individual customer or user of this Website.
Products
We offer our Products for sale as alternatives to smoking. Our Products are not risk-free and contain nicotine which is a highly addictive substance. Nicotine-containing Products should not be used by pregnant or breastfeeding women or persons in ill health. Only users of tobacco products aged 18 years and over and residing in the cities where IQOS delivers online orders in Saudi Arabia may purchase Products on sa.iqos.com. By registering on and using sa.iqos.com, each user must confirm that he or she is at least 18 years of age. When you order Products, you are responsible for ensuring that Products are not used by minors. We reserve the right to modify offerings for Products at any time and to permanently discontinue certain Products. Whilst we ensure our Products are made to high standards, you acknowledge and accept that you use our Products at your own risk.
There may be additional Terms you need to be aware of. Each Product purchased is sold subject
to its Product Description which may set out additional Terms related to that Product.
What you need to know about Product Descriptions on this Website. We will take all reasonable care to ensure that
all descriptions and prices of Products appearing on the Website are correct at the time
when the relevant information was entered onto the system. Although we aim to keep
the Website as up to date as possible, the information including Product Descriptions appearing
on this Website at a particular time may not always reflect the position exactly at the moment
you place an order. We cannot confirm the price of a Product until your order is accepted in
accordance with our order acceptance policy. We reserve the right to cancel an order up to
the point of dispatch if we have made an error in pricing. If this happens, we’ll refund you any amounts paid.
Orders and cancelling
How you can place an order. To order Products, registration and opening a password protected customer account are required. You must have reached at least 18 years of age to do so. You are required to enter your personal information truthfully and to keep your password strictly confidential to ensure it does not fall into the hands of any third party. Any disclosure to third parties of your password or any other access info for the Website is prohibited. You are obligated to accept these terms before placing any order. You can place an order via sa.iqos.com. In order to comply with the law we are required to verify that you are of the legal age of 18 or over before we can deliver an order.
How we will accept your order. When you place an order for Products, sa.iqos.com will send you an e-mail with the details of your order and confirmation that we accept your offer. From that moment, you have entered into the contract of sale. You are responsible for updating your address before placing any order. If these terms are not met when using sa.iqos.com, we reserve the right to cancel your order and bar your access to the Website by terminating your user account without notice.
Where we may not accept your order. We reserve the right to refuse or cancel your order at any time for any reason.
Maximum order. Unless otherwise mentioned on sa.iqos.com, you may order a maximum of three IQOS devices (device includes the IQOS ILUMA devices or IQOS ILUMA Starter Kits) under transactions of one account on sa.iqos.com. Other Products available for placing an order via sa.iqos.com are not subject to a maximum order limit. We may modify the maximum amount of Products specified above at any time at our discretion.
Product availability. We make every effort to provide the best availability of products offered on sa.iqos.com. However, if a product is no longer available once an order is placed, you will receive a message from sa.iqos.com informing you that your order will be delayed or canceled in part or in full. If delayed, you have the option to cancel your order by contacting our IQOS Customer Care team via the channels listed on the Contact page. Increment, we reserve the right to replace an item that is no longer available with another item of the same type (eg a different color). In this case, you will still have the option to cancel your order if you do not want this change.
Resale. Resale of Products purchased on sa.iqos.com is strictly prohibited.
Pricing. All prices posted on sa.iqos.com include VAT at the rate in effect. Prices posted at the time the order is placed are valid.
Payment. You may pay by credit card or debit card (Visa, MasterCard or Mada Card). Your account will be debited as soon as the order is confirmed. Upon confirmation of the order, you may not be reimbursed unless you meet the conditions of the "Your right to cancel" clause below.
You may also have the option of paying in installments by using the services of Tabby provided that you are qualified to use Tabby services subject to the terms and conditions of Tabby. We do not have any responsibility with respect to the disputes arising from the payment transaction in case you use the services of Tabby for payment, and such payment transaction will be completed by Tabby subject to the terms and conditions of Tabby.
You may also have the option of paying in installments by using the services of Tamara provided that you are qualified to use Tamara services subject to the terms and conditions of Tamara. We do not have any responsibility with respect to the disputes arising from the payment transaction in case you use the services of Tamara for payment, and such payment transaction will be completed by Tamara subject to the terms and conditions of Tamara.
We reserve the right not to offer certain payment methods and to refer to other available payment methods. In this case, we are not required to specify the reasons for our decision.
We use Secure Socket Layer (SSL) encryption and other certified encryption technologies and systems to ensure the security of users' personal data.
Your 7 day right to cancel if you change your mind. By law, you are entitled to cancel your online order within 7 days after you receive your order by contacting our IQOS
Customer Care team via the channels listed on the Contact Us page . You must return the Products in the original
packaging. Returns of individual products purchased as part of a bundle are not permitted. Consumable products such as
HEETS and TEREA , which are not suitable for return for reasons of hygiene, are not subject to returns or refunds. For
faulty Products, please see our Warranty section below or contact IQOS Customer Care.
Don’t use the products if you intend to return them. If you wish to exercise your cancellation right, you are obliged to retain possession of the products and take
reasonable care of them. Do not use the products if you have decided to cancel the order. The clear wrapper or the
stickers on the Products should not be tampered with if you wish to exercise your cancellation right.
How you can cancel. To exercise the right to cancel, you must inform us of your decision to cancel your contract by notifying IQOS Customer
Care team and providing your order details, including your name, address, details of the order you wish to cancel and,
where applicable, your telephone number and email address. To cancel your order, contact IQOS Customer Care and provide
the order details.
We will attempt to reimburse you using the same payment method that you used to pay for the items as soon as possible
after we receive your cancellation notice, provided that we have received the returned items or proof that you have
returned them within no more than 7 days after you receive the order. The time period for reimbursement depends on
transactions of the payment service providers and banks and it may differ from one provider to another. Another payment
method may be used to reimburse you if you give us your consent. In any case, you will not incur additional charges.
We guarantee reimbursement for any item returned in accordance with this "Your right to cancel" clause, provided that
all items are returned in the same condition in which you received them. This means that Products must be in their
original packaging and must not have been used or damaged.
Delivery and returns
Shipping methods: When you place an order via sa.iqos.com, depending on your shipment location and the type of Products you purchase, you will have either Delivery or Delivery and Click to Collect options for the shipment of your order. You can select your choice on the checkout screen and proceed with completion of your order.
Delivery terms
Delivery duration. Once you have selected delivery option as a shipping method, placed your order and we have accepted your order, we will
dispatch your item(s) and aim to deliver it/them up to three business days depending on your location. You will receive
an email confirmation once your order has been dispatched. Delivery is limited to the cities where IQOS delivers online
orders in Saudi Arabia.
Delivery schedules and delivery times are not guaranteed and may vary. You will not be compensated for delivery delays.
You may not choose a specific delivery time or demand delivery on a specific day. The delivery duration provided under
these Terms applies to the first attempt of delivery only.
Delivery restrictions. We require a person over the age of 18 to sign for the delivery following verification of age through official ID check. Without this, we cannot complete the delivery and your order may be cancelled. Our customer service team will contact you to create a new order if the delivery is unsuccessful. We will only attempt three times to deliver the Products to you. The order will be cancelled in case the delivery is not successful after three attempts. Delivery timings may change. If your order is delayed, we’ll keep you updated with a new estimated time of arrival. If delivery is delayed by more than 15 days, you may contact us to cancel the order and we will provide you with a refund.
Delivery charges.
We offer free delivery for orders worth 90 SAR or more. For orders under 90 SAR, a delivery charge of 25 SAR applies. We may change the values specified above at any time.
Click to Collect
Depending on your shipment location and availability of stocks, you may have the option of choosing Click to Collect as a shipping method if your basket only contains IQOS ILUMA Prime System, IQOS ILUMA System, IQOS ILUMA One System. IQOS Originals One Systems, IQOS 3 Duo and/or IQOS 3 Holders. Once you decide to choose Click to Collect, you will be eligible to select one of the stores listed on your checkout screen for the collection of your order. Once we have accepted your order, you can collect your order from the store you have selected within 7 days during store opening hours. In order to collect your order, you will have to present at the store either the QR code or the order ID provided to you through your order confirmation email or through SMS sent to the mobile phone number you have used while registering on iqos.com. Once you present one of the above, you will receive a One Time Password (OTP) on your registered mobile number. You will then share your OTP with the retailer to confirm your collection. You will receive the invoice to the email address you have provided while registering on iqos.com. If you do not collect your order within 7 days, your order will be cancelled and we will provide you with a refund. If the product is not available for collection due to operational reasons at your selected store, cancellation process shall be completed and we will provide with a refund in accordance with these Terms.
Warranty against faulty hardware. Our Products are manufactured to a high standard and we do our best to make sure everything works perfectly so that you have the best possible experience with our Products. All new devices and electrical accessories purchased directly from us online come with a 24 month warranty. Ensure your device is linked to your account at sa.iqos.com so your warranty details are always available. If you and/or your device are not registered, you will need to provide proof of purchase in order to claim your warranty.
What does the warranty not cover? Due to the nature of the product, this warranty does not apply to consumable products such as HEETS and TEREA. Our guarantees provide cover against faults and breakage during normal use. This means that if your Product develops a fault during the guarantee period in accordance with the warranty documents, we’ll arrange for it to be repaired or replaced free of charge.
How does the warranty work? The warranty provides cover against faults. During the warranty period, if your device or electrical accessory stops
working properly or is faulty, we’ll arrange for the Product to be repaired or replaced free. If we issue you with a
replacement product, please note that the warranty period does not re-set and the remainder of the warranty period
applies.
If you believe that your IQOS Products are faulty please contact IQOS Customer Care. We will perform a diagnostic with
you over the phone or in person to identify the fault and if necessary, we will provide a replacement. If you are
registered and your device is linked to your account, your warranty details will be available and no proof of purchase
is required, if you and or your device are not registered you will need to provide proof of purchase before a
replacement can be considered.
If no equivalent product is available, we’ll always do our best to make sure that you’re satisfied with the outcome. If
you return a product to us which is not faulty, then we may return the items to you or offer you a replacement at your
own cost.
What’s not included? There are some specific exclusions from our warranty that you need to be aware of before you contact us. The warranty does not apply to the following:
- Accidental damage, for example if your product has been dropped
- Consumables such as HEETS TEREA
- If the product has been used commercially or for business purposes
- Cosmetic wear and tear such as scratches, dents, corrosion or colour where the function of the product is unaffected
- Any loss suffered as a result of not being able to use the product, or any loss over and above the purchase price of the original item
- Products that have been tampered with or serviced by a non-IQOS approved retailer
- Deliberate damage or neglect of the product
Please note that our warranty only applies to products purchased in Saudi Arabia. The rights conveyed under this warranty are in addition and without prejudice to all rights and remedies provided by consumer protection laws in Saudi Arabia.
General terms
How we look after your information. When you place an order over the telephone or on the Website, we may ask to collect certain Personal Information from you such as your name, e-mail address, billing address, delivery address, telephone number, product selections and a password ("Personal Information"). Credit cards and other payments are handled by a third party and we don’t retain payment information. We will treat all your Personal Information as confidential (although we reserve the right to disclose this information in the circumstances set out below). For more information on what we do with your Personal Information, please read our Privacy Policy.
Opting-in to receive communications from us. When you register with us, you have the option to decide whether you want to receive communications from us about IQOS. By providing your consent, you agree that you do not object to us contacting you for any of the purposes set out in our Privacy Policy whether by telephone, SMS, e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under applicable legislation.Opting out of receiving communications from us. You can opt-out of receiving communications from us at any time by using the unsubscribe option at the bottom of each email we send to you. Alternatively, you can opt-out by contacting IQOS Customer Care. Please note that by unsubscribing you unsubscribe from all methods of communication.
Our obligation to disclose your information. You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or User Information, we are entitled do so.
Accuracy of your information. You warrant that the Personal Information which you provide to us on the Website is true, accurate, current and complete in all respects. You should notify us promptly of any changes to your Personal Information by updating your details whilst logged in to our Website, or by contacting our IQOS Customer Care team. We are committed to upholding both our legal and social obligations as a retailer of tobacco products. To achieve this we have a number of control checks throughout the purchase and physical distribution process. In accepting these Terms, you agree to provide us with truthful and accurate information.
You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.
We use reasonable endeavors to verify the accuracy of any information we place on the Website. However, we make no
warranties, whether express or implied in relation to its accuracy. The Website is provided on an "as is" and "as
available" basis without any representation or endorsement made and we make no warranties of any kind, whether express
or implied, in relation to the Website, or any transaction that may be conducted on or through the Website including but
not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness,
or any implied warranty arising from course of dealing or usage or trade.
To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express
or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect
your cancellation rights.
We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other
representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the
Terms for: any economic losses (including without limitation loss of revenues, profits, contracts, business or
anticipated savings); or any loss of goodwill or reputation; or any special or indirect losses suffered or incurred by
that party arising out of or in connection with the provisions of any matter under the Terms.
Once products have been delivered, we accept no responsibility in the event of theft or misuse of the products. It is
your responsibility to ensure that the products are used by persons aged 18 or over.
We will take all reasonable care, in so far as it is in our power to do so, to keep the details of any order you place
and any related payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you
may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the
Websites.
If any part of the Terms shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Terms and shall not affect the validity and enforceability of any of the remaining provisions of the Terms.
No waiver by us shall be construed as a waiver of any prior or following breach of any provision of these Terms.
Each provision of the Terms shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.
These Terms govern our relationship with you. We will communicate any substantive changes to these Terms to you so that you have the opportunity to review the changes. Your statutory rights are not affected by these Terms. Nothing in this Clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation.
These terms shall be governed by and construed in accordance with the laws of Saudi Arabia. You irrevocably submit to the exclusive jurisdiction of the courts of Saudi Arabia for disputes arising from or related to these terms.
Services and Privileges
Terms and Conditions of certain customer post-purchase care and Support Services provided
by
Gulf Taleed Commercial Services Company
Last updated: 25/5/2023
- Application of Terms/Eligibility
- These terms and conditions (Terms) are applicable to and govern the provision of the post-purchase care and support services described in sections 4 - 6 below (below (Services).. You should read these Terms carefully as they affect your legal rights and govern your relationship with Gulf Taleed Commercial Services Company, with its registered offices at P.O. Box 27801, Riyadh 11427 Kingdom of Saudi Arabia (Gulf Taleed). This Program consists of services provided to IQOS consumers as post-purchase support services described in sections 4 - 6 below (Services).
- You may be eligible for the Services only if: (i) you are an IQOS user aged 18 years and over and you are registered in our IQOS consumers database, and (ii) your main residence is in Saudi Arabia, (iii) you have registered an eligible device as described in paragraph 2.1 (Device) in our database either at iqos.com, by calling customer service center, at IQOS coach or at a participating IQOS store.
- By using any of the Services, you agree to be bound by these Terms. Likewise, if you register another Device, or if we change these Terms, and you then use any of the Services, you agree to be bound by the updated Terms. Your acceptance of these Terms is deemed to occur in the country of your registered residence as per our IQOS database.
- If you do not agree (or cannot comply) with these Terms, then you are not permitted to use the Services.
- No modification of these Terms by you is permitted unless it is expressly agreed in writing between you and Gulf Taleed.
- Your use of the Services is at our discretion and we may refuse your application to use, or we may terminate your right to use for any reason including if you breach any of these Terms.
- We also reserve the right to amend these Terms and the Services upon notice at any time.
- Eligible Devices/Registration
- The following Device models are eligible for the Services:
- IQOS 3, IQOS 3 DUO, or Holders Chargers and any upgraded models thereof
- Any other IQOS heat-not-burn device that has been commercialized by the authorized distributor of Philip Morris International in the country of purchase and registration.
- The Device must have a readable and valid serial number.
- In completing the registration process to IQOS consumers database you must provide all required mandatory information in an accurate and complete manner and keep this information up-to-date. If you do not complete the mandatory fields in the application form (such as, for example, age, smoker status, email address and/or phone number) your application will not proceed. If you provide inaccurate or incomplete information we reserve the right to refuse to provide the Services to you.
- The Services provided are personal to you and may not be transferred to any third party.
- Your use of the Services is linked to your country of residence. As the Services are only available in certain countries if you change your country of residence, you will not be able to use the Services.
- The following Device models are eligible for the Services:
- Term and Termination
- You may use the Services only within the duration of your 24 months IQOS warranty period for devices purchased in Saudi Arabia and 12 months for any devices purchased from any other IQOS commercialized market.
- We may refuse to provide the Services to you if you breach any of these Terms
- Accidental Damage
- If your Device suffers [accidental and unintended damage] that affects the functionality of your Device which is not caused by your misuse or reckless behavior (Accidental Damage) you may be eligible for a replacement Device as described in this paragraph 4.
- You must give the damaged Device (including all components) to us and you will be provided with a replacement device of the same type equivalent to a new Device in performance and reliability. If a replacement Device of the same type is not available, a Device, in the same category, which is at least functionally equivalent will be provided as a replacement. We will keep all replaced Devices. If only part of the Device is damaged e.g. the IQOS 3 holder or the charger, then only the damaged part will be replaced and we will only keep the replaced part of the Device.
- Limitations from Accidental Damage
- You must take all reasonable precautions to protect your Device and use and maintain the Device in accordance with its instructions and user guide. If you do not do so then you are not entitled to a replacement Device.
- You are limited to one replacement Device for Accidental Damage for each registered Device. After the first claim is settled, the Accidental Damage in your country of residence and associated Rapid Replacement on this program will cease. However, you can still receive the remaining Services for your Device until the end of your membership term (registered Device warranty period).
- You are not entitled to a replacement Device where the Accidental Damage was caused prior to the launch of this Service in your country of residence or where any of the following circumstances are applicable:
- any product that is not an eligible Device as per the list contained in paragraph 2.1;
- damage caused by abuse or misuse, or actual, or attempted, modification or alteration of the Device, power surge;
- Devices with a serial number that has been altered, defaced or removed;
- Devices that have been opened, serviced, modified or altered in a manner against the user guides and safety instructions of the Device.
- the loss or theft of your Device;
- cosmetic damage to your Device which does not affect the functionality of the Device, including, but not limited to, hairline cracks, scratches, dents, broken plastic on ports and discoloration;
- damage or failure caused by normal wear and tear and/or usage of the Device;
- improper handling, or liquid contact, damage from fire, flood, or natural disaster, war, terrorism, or acts of God;
- malfunction due to use with non-compatible product;
- damage or malfunction caused by failure to use as described in the associated IQOS User Guide; or
- failure due to defects in materials and/or workmanship and/or design; however, such failures may be covered separately either by your consumer rights or by the IQOS warranty that is in addition and without prejudice to all rights and remedies provided by consumer protection laws in the country of purchase.
- Making a claim under Accidental Damage
- You must:
- report your claims soon as possible and within the warranty period including the following information,: (1) the serial number for the affected Device; (2) description of the symptoms, problems with or causes of the damage to the Device; (3) error messages; and (4) actions taken before the Device experienced problems and any steps you took to resolve the problem;
- if requested, you must provide proof of purchase for your Device; and
- follow packaging and mailing instructions given by our agents/experts for shipping the affected Device ; and
- otherwise comply with our return Devices authorization process.
- You may also make a claim via customer service center by calling the number provided at www.iqos.com for your country of residence and providing the same information detailed in paragraph 4.4(a).
- You must not send products and accessories that are not supported by Accidental Damage replacement. If you send us these items they will not be returned and they will be destroyed.
- We will determine whether you are entitled to a replacement Device in accordance with these Terms. If you are entitled to a replacement Device this will be provided to you in one of the following ways:
- Courier delivery. A replacement Device will be couriered to you and you must return the affected Device with the authorized courier as will be instructed to you by our agents.
- Carry-in service. You can return your affected Device to a participating IQOS store and participating IQOS service points where you will be provided with a replacement. Please check www.iqos.com for a list of stores where IQOS devices are sold/supported.
- You must:
- International Assistance
- You have access to an international number (charges may apply in some locations) when traveling abroad to countries where the Devices are commercialized by a Philip Morris International affiliate or an authorized partner. This service includes troubleshooting assistance from experienced Device agents and if required, replacement of your Device within (i) Accidental Damage in accordance with these Terms or (ii) Device issues defined in terms of material or workmanship when used in accordance with the Device User Guide.
- Service options, Device availability, response, and delivery times may vary according to country. This service will not affect your statutory rights and rights under your Device warranty valid in the country of purchase.
- Limitations from International Assistance
- The limitations contained in paragraph 4.3 (Limitation) apply to Accidental Damage replacement under International Assistance.
- The following are excluded from replacement of Device issues defined in terms of material or workmanship when used in accordance with the Device User Guide:
- damage caused by normal wear and tear;
- cosmetic damage (such as scratches, dents, broken plastic etc.);
- damage caused by misuse, power surge, improper handling, liquid contact or fire;
- malfunction due to use with non-compatible product;
- damage or malfunction caused by attempt to open, modify and repair, either by a user or by a service provider not accredited by the manufacturer; or
- damage or malfunction caused by failure to use as described in the associated Device User Guide.
- Making a claim under International Assistance
- You must:
- report your claim to customer service center as soon as possible and no later than 1 day from the date your Device suffers Accidental Damage or Device issues defined in terms of material or workmanship when used in accordance with the Device User Guide, including the following information: (1) the serial number for the affected Device; (2) description of the symptoms, problems with or causes of the damage to the Device; (3) error messages; and (4) actions taken before the Device experienced problems and any steps you took to resolve the problem;
- if requested by the entity commercializing the Device in the relevant country where the claim is raised (i.e. the Philip Morris International affiliate or the authorized partner), you must provide proof of purchase for your Device; and
- follow packaging and mailing instructions given by the relevant entity for shipping the affected Device; and
- otherwise comply with the return Devices authorization process which will be communicated to you at the time of the replacement case creation.
- the entity commercializing the Device in the relevant country where the claim is raised will determine whether you are entitled to a replacement Device in accordance with these Terms. If you are entitled to a replacement Device this will be provided to you in one of the following ways:
- Courier delivery. A replacement Device will be couriered to you and you must send the affected Device via the courier; or
- Carry-in service. You can return your affected Device to a participating IQOS store and participating IQOS service points where you will be provided with a replacement.
- You must:
- Other Services
- Personal Coach: A dedicated remote IQOS coach for supporting you in converting from cigarettes to a Device. Access is during normal business hours in your country of residence.
- Digital Welcome: Information and guidance relating to the Device usage provided in digital form to the e-mail address indicated upon registration in IQOS consumers’ database, provided that you agreed to receive commercial communication regarding IQOS via e-mail.
- Self Diagnostic Tool: Online tool with information designed to help you diagnose and fix certain issues with your Device or check if you are eligible for Device replacement under your warranty or Accidental Damage Coverage.
- Free Device Replacement Shipment: If you are eligible for a replacement device under your Device warranty or Accidental Damage Coverage service, this service provides for free shipment of your replacement device.
- Complete Service: A free-of-charge, professional maintenance service for IQOS™ bladed technology devices. The service includes resistance to draw machine test, professional device cleaning, firmware upgrade, and cap replacement if necessary.
IQOS User Content. You will receive tips & tricks to support you in converting from cigarettes to a Device. Remember to check your mailbox for this content
- Your Obligations.
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You agree:
-
- not to misuse the Services;
- to keep your membership account safe and secure;
- where an exchange takes place, then any replacement Device becomes your property and the replaced Device becomes the property of the entity which makes the exchange; and
- to comply with applicable law.
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- Warranty/Limitation of Liability
- As the Services are free of charge, each of them is provided ‘As Is’ and without any warranty.
- Gulf Taleed and/or the entity commercializing the Device in the relevant country where the claim is raised (i.e. the Philip Morris International affiliate or the authorized partner) shall not be liable to the maximum extent permitted under applicable law whether in tort (including for negligence or breach of statutory duty), contract, misrepresentation, restitution or otherwise for any direct losses, loss of profits, sales, revenues or savings, loss of business, depletion of goodwill and/or similar losses or loss or corruption of data or information, or pure economic loss, or for any special, indirect or consequential loss, costs, damages, charges or expenses however arising or otherwise resulting from your membership of IQOS Care Plus or your use of the Services. Gulf Taleed and/or the entity commercializing the Device in the relevant country where the claim is raised shall not be liable for any of the losses described in this paragraph even if you have informed such entity of the possibility of such losses.
- Nothing in this paragraph 8 excludes any liability that cannot be excluded by applicable law.
- Miscellaneous
- None of the Services constitutes an insurance policy.
- The Services are currently provided free of charge.
- Details of the processing of your personal data that you provide us are described in our Privacy Notice available at www.iqos.com.
- These Terms are subject to the laws of the registered office of Gulf Taleed. Any legal dispute will be subject to the exclusive jurisdiction of the city in which Gulf Taleed has its registered office.
- For questions, inquiries and contact information please refer to www.iqos.com.
POST-PURCHASE DEVICE REGISTRATION
VOUCHER TERMS AND
CONDITIONS
These terms and conditions (“Terms”) govern your use of the post-purchase IQOS device registration voucher code (“Voucher”)
- The Voucher is availed upon successful self-registration of your first IQOS ILUMA device on IQOS.com through the unique QR code described in item No. 2 hereinafter.
- The link to self-register your first IQOS ILUMA device can only be found by scanning the post-purchase QR code found at either selected IQOS points of sale or on the outer sleeve of your device (if available).
- The reward Voucher is redeemable only on IQOS.com for future IQOS ILUMA devices purchases and/or accessories post a successful self-registration. Voucher cannot be used against the purchase of consumable i.e. TEREA.
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You can avail the Voucher only if you are:
- an adult (18+) smoker or user of other nicotine containing products;
- residing in Kingdom of Saudi Arabia;
- registered an account on IQOS.com or with an IQOS Sales Expert;
- intended recipient of the Voucher; and
- self-registered your first IQOS ILUMA device using the QR code described in item No. 2.
- Validity of the reward Voucher: 60 days from issue date, unless terminated earlier pursuant to Article 12 herein.
- The reward Voucher can be combined only with other vouchers that may have been provided as part of the Referral Program or any available Goodwill vouchers if applicable, only on IQOS.com.
- This Voucher will be available during the checkout page (must be logged in your IQOS.com account that was used when the QR code was scanned) to apply when needed during future purchases.
- The Voucher is personal to you and may not be transferred to any third person.
- The Voucher has no cash equivalent.
- The reward Voucher may be used only once. In case the order is cancelled and/or the product is returned, the voucher code cannot be used again.
- “Terms of Sale” published on the IQOS.com will apply to your purchase. Please read them carefully before placing an order.
- We reserve the right to modify and/or cancel this POST-PURCHASE DEVICE REGISTRATION program in whole or in part at any time at our sole discretion without any notice. Any such modification will be effective immediately.
- These Terms and Conditions may be changed and (or) supplemented by publication of the updated Terms and Conditions on the Website.
- We reserve the right to change the Voucher values from time to time without any further notice.
IQOS 30 SAR off program
Terms and Conditions
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Application of Terms/Eligibility
- These terms and conditions (“Terms”) are applicable to and govern your participation in the SAR 30 off (the “Program”) to provide a SAR 30 discount voucher on your first IQOS ILUMA device (IQOS ILUMA Prime, IQOS ILUMA or IQOS ILUMA One). You should read these Terms carefully as they affect your legal rights and govern your relationship with us. For the avoidance of doubt, this Program does not constitute and/or include any promotions, advertising, offers or discounts.
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You are only eligible to participate in this Program if:
(i) you are an IQOS user aged over 18 years old;
(ii) your personal details and your Device are registered in the Kingdom of Saudi Arabia (“KSA”) IQOS database; and
(iii) your main residence is in KSA (iv) you fill in 3 specific survey questions provided to you via our call center agent or on your registered email ID. - The voucher is only applicable to your first purchase and on your registered profile in the Kingdom of Saudi Arabia (“KSA”) IQOS database and can not be transferred to any one else; and is available only until 15th October 2024.
- Validity of the Voucher: from the date on which you registered your details until 15 October 2024 unless terminated earlier.
- The Voucher is personal to you and may not be transferred to any other person nor may it be redeemed for cash. It may only be used as a part payment towards the price of an IQOS Device.
- You cannot participate in the Program if you have previously registered your details and have a device linked to your account.
- The voucher can be availailed on IQOS.com or via an IQOS customer service agent
- The Voucher is non-refundable. For the avoidance of doubt, in the event that you used the Voucher as part payment to purchase an IQOS Device and decide to return it for a refund, in accordance with the IQOS returns policy, you will not be refunded the value of the Voucher and will only receive the remaining balance which you paid. The refunded amount will be paid to the same card used to make your purchase.
- The voucher can not be combined with the IQOS Friends Program (T&C link for goodwill vouchers)
- The voucher can not be combined with the Goodwill vouchers (https://sa.iqos.com/en/referral)
- Participation in the Program is subject to availability of IQOS ILUMA stock.
- We reserve the right to modify, suspend, or terminate the Program, your participation, and/or these Terms at our sole discretion at any time for any reason whatsoever.
- For purchases made via IQOS.com, the Terms of Sale published on the website will apply to your purchase. Please read them carefully before placing an order.
- We shall not be liable to the maximum extent permitted under applicable law for any damages you might experience by taking part of or arising out from this Program. This includes but not limited to direct or indirect losses or data loss.
- Use of personal data: When you participate in the Program, data will be used about you as described in the privacy notice, available here: https://pmiprivacy.com/en/consumer.
- These Terms shall be governed by and construed in accordance with the laws of Kingdom or Saudi Arabia. You irrevocably submit to the exclusive jurisdiction of the courts of Kingdom or Saudi Arabia for disputes arising from or related to these Terms.
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For questions, inquiries and contact information please refer to IQOS Customer Care team on:
Facebook: https://www.facebook.com/iqos.sa
Twitter: iqos_support_Sa
Email: contact.sa@iqos.com
Call: 800-8500017
Live chat: iqos.com
- These terms and conditions may be changed and/or supplemented by publication of the updated terms and conditions on the website which will become the applicable Terms and Conditions.
TERMS & CONDITIONS:
IQOS TOGETHER X KSA WAVE 2
November 4th 2024 till December 19th 2024
Participation Guidelines:
- Together X is a brand engagement platform and competition operated by Gulf Taleed Commercial Services Company
- IQOS Together X platform and competition is exclusively targeted to the following participants (“Participants”):
(i) Adults (18+) registered on iqos.com and residing in the Kingdom of Saudi Arabia - The platform consists of a task-based competition scheme where Participants can take part by performing the required tasks to be eligible to enter a draw. The entry to the draw gets Participants the chance to win a weekly prize as well as a mega prize
- The weekly prizes consist of small to medium scale items including as an example but not limited to: headphones, laptops, portable projectors etc .
- The Mega prize consists of the unique experience of behind the scene Meet & Greet with Steve AOKI on the occasion of his performance at Riyadh MDL Beast 2024.
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Participants who wish to enroll will have to log-in or register on iqos.com/TogetherX landing page
- Once on the page, Participants will have to complete the mandatory task which is clicking on the initiation task, read and accept the Terms and Conditions.
- Only after the above step is completed, Participants can be enrolled on the Together X competition and eligible to complete tasks and get a chance to win the prizes
- In the case that the Participant has performed other task-earning activities but has not yet initiated their Together X participation as mentioned in 4.a, the tasks will be recorded in the back-end as of the start of the program and only reflect as qualifying tasks once the first step in 4.a is completed.
- In order for Participants to enroll and be eligible to enter the draw to win weekly prizes, they must complete at least 5 tasks from the list on iqos.com/TogetherX landing page including the mandatory task in 4.a. above.
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The tasks are as follows:
- Watch a video on iqos.com & accept the T&Cs (Mandatory task)
- Voting
- Answer a quiz
- Share the Together X page with an adult friend who is eligible to register on iqos.com
- Visit an IQOS Space at an event
- Visit an IQOS Boutique or IQOS Pop-up location
- Perform a product demo with one of IQOS experts
- Register an IQOS device on IQOS.com, Task will be counted as completed for Participants who has an IQOS device already linked to their account prior to competition start date.
- Participants who complete more than 5 tasks will not increase their chances in the draw, a Participant can only obtain one entry to the draw for the weekly prizes. The enrollment in the competition and completion of tasks does not guarantee a win of any of the prizes.
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After the announcement of the Mega Prize winners, we will organize the Together X bonus round held on IQOS KSA Instagram page @ksa.iqos on December 16th until December 19th. The prize for this competition will be Steve Aoki Limited Edition Winter jackets. Participants will be able to enter the draw for the bonus round prize only if you:
- Complete the challenge on the Instagram post correctly
- Follow @ksa.iqos
- Tag at least 3 legal aged (18+) friends who are smokers or users of other nicotine containing products in the comments section on the Instagram pinned post.
- Like the pinned post
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Together X competition on iqos.com will run from November 4th, 2024, until December 19th 2024 as follows:
- Weekly Prizes: November 4th – December 4th Subject to the draw total of 10 Participants weekly who have entered the draw will win small to medium scale items selected at our discretion
- Mega prize: November 4th – December 4th Subject to the draw total of 10 Participants will win a unique experience of behind the scene Meet & Greet with Steve AOKI on the occasion of his performance at Riyadh MDL Beast 2024.
- Bonus round:December 16th – December 19th Subject to the draw total 40 Participants will win Steve Aoki Limited Edition Winter jackets.
- The weekly and mega prize will be announced to Participants on the iqos.com/TogetherX Landing page
- Participants are eligible to win only one weekly prize throughout competition duration.
- Participants are eligible to win one mega prize throughout the competition duration.
- We reserve the right to change the weekly, mega and bonus round prizes at any given time without any prior notice or reason thereof.
- Delivery time for weekly and bonus round prizes depends on our courier partner which will be communicated at the time of delivery
- Weekly, mega and bonus round prizes are personal to the winning Participant and may not be transferred to any third person.
- Winners for weekly, mega and bonus round prizes will be contacted within maximum of 10 days after the winner is announced.
- Prizes are redeemable only by those who fulfilled the criteria for each respective prize and communicated as winners the respective draw.
- The prizes, weekly, mega and bonus round prizes have no cash equivalent.
- We reserve the right to modify, change, or revise the rules, mechanics and/or dates of the IQOS Together X competition at anytime without prior notice.
- We reserve the right to cancel the competition at anytime without prior notice.
- Participants who registered via the IQOS Together X platform with multiple accounts will be eligible to enroll using one account only. We reserve the right to disqualify any Participant if there is any evidence or reasonable suspicion of fraud or irregularities in his/her participation in the IQOS Together X program.
- We reserve the right to cancel, amend, or revoke the whole competition and/or these terms and conditions without prior notice in the event of fraudulent activity, cheating, a security breach or any anticipated breach of any applicable law or regulation, an event or disturbance outside of our control such as natural disasters, civil or military events, catastrophes, technical issues/connectivity, pandemic or war.
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By participating in Together X competition you agree to give us and Philip Morris International or any of its affiliates the right to record your image, likeness and voice by audio-visual means (including taking photographs and making sound and video recordings by any person authorized by the us) (the “Images”); and use (as described below) the Images, your name, and/or refer to you, in IQOS materials, presentations and publications and the like for both:
- Image reproduction of a group of legal age nicotine users including yourself;
- Image reproduction of you separate from any other person.
- By “use”, you understand internal and external use by us or Philip Morris International or any of its affiliates within the above mentioned subject, including (but not limited to) use through publication, distribution, transmission, display and exhibition, in our materials such as corporate brochures, IQOS website, social media, and in all media throughout the world, and that we will use the Images as set out under the Consumer Privacy Notice: https://sa.iqos.com/en/legal/privacy-notice.html
- You are providing this consent voluntarily and of your own free will. You are unaware of any person whose interests may be adversely affected by the exercise of the rights granted in this consent. This consent does not in any way conflict with any existing commitments or other representations on your part.
Competition dates:
- Definitions: "We", "us" and "our" means Gulf Taleed Commercial Services Company, a limited liability company incorporated in Saudi Arabia, with registered office at PO Box: 27801, Riyadh 11427, Saudi Arabia.
Consumer privacy notice
We take privacy seriously. This notice tells you who we are, what information about you we collect, and what we do with it. We will use information about you only in accordance with applicable data protection laws.
Please also read our terms of use relating to the service you are interested in. They provide more information about the way we do business, and any restrictions on eligibility that may apply.
Who are we?
We are Gulf Taleed Commercial Services Company, authorized distributor of IQOS in the Kingdom of Saudi Arabia. We are a limited liability company as per C.R no. 1010258584, having our registered address at: Riyadh, Kingdom of Saudi Arabia”
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Gulf Taleed: Gulf Taleed Commercial Services Company, authorized distributor of IQOS in the Kingdom of Saudi Arabia. “We” (or “us” or “our”) refers to Gulf Taleed.
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PMI: Philip Morris International, a leading international tobacco group. It is made up of a number of companies or “affiliates”.
-
PMI affiliates: Each member of the Philip Morris International group of companies is a “PMI affiliate”.
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P MI product : means a product of a PMI affiliate distributed and sold by Gulf Taleed.
How do we collect information about you?
We may collect information about you in various ways.
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You may provide us with information directly (e.g. filling in a form, or making a call to us).
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We may collect information automatically (e.g. when you use a Gulf Taleed app or website).
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We may acquire information from third parties (e.g. publicly-available information on social media platforms such as Facebook and Twitter).
In this notice, we refer to all the methods by which you are in contact with us as “ Consumer touchpoints ”. Consumer touchpoints include both physical (for example, retail outlets and events), and digital (for example, apps and websites).
We may collect information that you provide directly. Typically this will happen when you:
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sign up to be a member of our databases (this could be, for example, in person, via app, or online);
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purchase PMI products or Gulf Taleed services at a retail outlet;
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download, or use, a digital touchpoint (e.g. an app or a website);
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contact us through a touchpoint, or by e-mail, social media or telephone;
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register a device with us;
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subscribe to a Gulf Taleed panel portal (if any);
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register to receive Gulf Taleed press releases, e-mail alerts, or product communications;
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participate in Gulf Taleed surveys (where permitted by law); or
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attend an event that Gulf Taleed has organized
We may collect information about you automatically. Typically this will happen when you:
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visit an outlet that sells PMI products (e.g. by collecting your data at check-out, or through sensors at the outlet that connect with mobile technology);
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attend an event that Gulf Taleed has organized (e.g. through purchases at the event or through sensors at the event that connect with mobile technology);
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communicate with us (for example, through a touchpoint; or social media platforms);
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use Consumer touchpoints (e.g. through tracking mechanisms in an app or a website); or
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make public posts on social media platforms that we follow (for example, so that we can understand public opinion, or respond to requests concerning PMI products).
We may also collect information about you automatically through the use of cookies and similar tracking technologies on digital Consumer touchpoints. The specific cookies and technologies used will depend on the Consumer touchpoint in question. To learn about the cookies (including Google analytics cookies) and similar technologies used on a touchpoint, including how you can accept or refuse cookies, please see the cookie notice made available on or through that touchpoint.
Where permitted by law, we may acquire information about you from third parties. This may include information shared by and between PMI affiliates, publicly-available profile information (such as your preferences and interests) on third party social media sites (such as Facebook and Twitter), and marketing lists acquired from third party marketing agencies.
We may also collect information in other contexts made apparent to you at the time.
What information about you do we collect?
We may collect various types of information about you:
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information necessary to fulfil your orders
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information necessary to provide warranty services
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information you give us in forms or surveys
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information about your visits to our outlets and events
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information you give us in calls you make to call centres
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information about your preferences and interests
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information necessary to verify your age
Information that we collect from you directly will be apparent from the context in which you provide it. For example:
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if you order a product from us through a touchpoint, you provide your name, contact, billing details, and the products you have chosen so that we can fulfil your order;
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you may provide information on your product preferences and interests so that we can offer you products and services that will interest you;
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if you make an appointment to see us (or someone supporting our products or services), we may collect your name and contact details;
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we may collect information that enables us to verify your age, for example a copy of an identity document or your facial image (where permitted by law).
Information that we collect automatically will generally concern:
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details of your visit or call (such as time and duration);
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in a sales outlet or at an event (including areas in the immediate vicinity), how frequently you visit, which areas you visit and for how long, and which purchases you make;
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your use of digital Consumer touchpoints (such as the pages you visit, the page from which you came, and the page to which you went when you left, search terms entered, or links clicked within the touchpoint); and
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your device (such as your IP address or unique device identifier, location data, details of any cookies that we may have stored on your device).
Information that we collect from third parties will generally consist of publicly-available profile information (such as your preferences and interests), for example from public social media posts.
For what purposes do we use information about you, and on what legal basis?
In this section, we describe the purposes for which we use personal information. However, this is a global notice, and where the laws of a country restrict or prohibit certain activities described in this notice, we will not use information about you for those purposes in that country.
Subject to the above, we use information about you for the following purposes:
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To comply with regulatory obligations, such as verifying your age and status as a user of our products
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To sell our products to you, including fulfilling your orders, processing your payments
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To provide sales-related services to you, including dealing with your inquiries and requests, and providing warranty services
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To market our products (where permitted by law), including administering loyalty programs, product improvement, market research, developing marketing strategies, administering marketing campaigns, and customizing your experiences at outlets that sell PMI products and at events
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For us or our business partners to inform you of potential opportunities to get involved in marketing PMI products (where permitted by law)
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To support all the above, including administering your accounts, enabling you to use Consumer touchpoints, corresponding with you, managing your appointments with us or with someone supporting our products or services (for example, regarding a new product, or after-sales service), customizing your experiences of Consumer touchpoints, and administration and troubleshooting
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For business analytics and improvements, including improving PMI products, outlets and events, and the information that we provide to our customers
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For other purposes that we notify you of, or will be clear from the context, at the point information about you is first collected
The legal basis for our use of information about you is one of the following:
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compliance with a legal obligation to which we are subject;
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the performance of a contract to which you are a party;
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a legitimate business interest that is not overridden by interests you have to protect the information;
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where none of the above applies, or where law requires it, your consent (which we will ask for before we process the information).
The purposes for which we use information about you, with corresponding methods of collection and legal basis for use, are:
Purpose |
Method of collection and legal basis for Processing |
Comply with regulatory obligations
|
This information is generally provided to us by you directly. We use it because it is necessary for us to comply with a legal obligation to sell products only to adults, or, in countries where there is no such legal obligation, because we have a legitimate business interest to sell our products only to adults that is not overridden by your interests, rights and freedoms to protect information about you. |
Sell our products
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This information is generally provided to us by you directly (typically, name, address, e-mail address, payment information). We use it to discharge our contractual obligations to you as a buyer of our products. |
Provide sales-related services
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This information is generally provided to us by you directly. We use it because we have a legitimate business interest in providing sales-related services to our customers that is not overridden by your interests, rights and freedoms to protect information about you. |
Market our products (where permitted by law)
|
This will typically be a combination of information that you provide to us (for example, your name and contact and social media details); information that we collect automatically (for example, using technology to monitor use of PMI touchpoints) and (where permitted by law) information that we acquire from third parties (such as public social media posts). We use it on the grounds that we have a legitimate business interest to market our products, to operate Consumer touchpoints, and to customize your experiences, in these ways that is not overridden by your interests, rights and freedoms to protect information about you. |
Market our products (where permitted by law)
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This will typically be a combination of information that you provide to us (for example, your name and contact details, your social media handles); information that we collect automatically (for example, using cookies and similar technologies) and (where permitted by law) information that we acquire from third parties (such as public social media posts). We use it on the grounds that we have a legitimate business interest to market these things that is not overridden by your interests, rights and freedoms to protect information about you.
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Support for all the above purposes
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This will typically be a combination of information that you provide to us (typically, name, password (or equivalent)) and information that we collect automatically (for example, information about your device, and cookies and similar tracking technologies). We use it on the grounds that correspond to the purpose for using the information that we are supporting. For example, where we administer your account to support a purchase or to provide after-sales service, we use the information to discharge our contractual obligations to you as a buyer of our products; where we administer your account to show you our products, we are supporting marketing and so we use it on the grounds that we have a legitimate business interest to market our products that is not overridden by your interests, rights and freedoms to protect information about you, and so on. |
Business analytics and improvements
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This will typically be a combination of information that you provide to us; information that we collect automatically; and (where permitted by law) information that we acquire from third parties. We use it on the grounds that we have a legitimate business interest to analyze and to improve our business performance, our products, Consumer touchpoints, outlets and events, and to invite others to get involved in promoting PMI products, that is not overridden by interests, rights and freedoms to protect information about you. |
Where we do not base our use of information about you on one of the above legal bases, or where law requires it, we will ask for your consent before we process the information (these cases will be clear from the context).
In some instances, we may use information about you in ways that are not described above. Where this is the case, we will provide a supplemental privacy notice that explains such use. You should read any supplemental notice in conjunction with this notice.
Who do we share your information with, and for what purposes?
We may share information about you with:
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PMI affiliates;
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third parties who provide Gulf Taleed, PMI affiliates or you with products or services;
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Gulf Taleed’s or PMI affiliates’ carefully selected business partners and advertisers (in areas connected with our products, or consistent with their style and image) so that they can contact you with offers that they think may interest you, in accordance with your preferences; and
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other third parties, where required or permitted by law.
We share information about you with others only in accordance with applicable laws. Thus, where law requires your consent, we will first ask for it.
Sharing data with PMI affiliates
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Information about you will be shared with Philip Morris Products S.A. (based in Neuchâtel, Switzerland), which is the place of central administration of personal data processing for PMI affiliates. Philip Morris Products S.A. processes the information about you for all the purposes described in this notice.
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Information about you may be shared with the PMI affiliate that is responsible for the country in which you live (if it wasn’t the PMI affiliate that first collected the information) for all the purposes described in this notice.
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Information about you may be shared with any other PMI affiliate that you contact (for example, if you travel and you want to know where to buy PMI products in a new country, or where to find service or support for PMI products) in order to enhance our service to you.
Details of PMI affiliates and the countries in which they are established are available here .
Sharing data with Third Parties
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To the extent permitted by applicable law, we may share information about you with third parties who provide Gulf Taleed, PMI affiliates or you with products or services (such as advisers, payment service providers, delivery providers, retailers, product coaches, information services providers and age verification providers).
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To the extent permitted by applicable law, we may share information about you with Gulf Taleed’s and/or PMI affiliates’ carefully-selected third party business partners and advertisers (in line with the kind of thing you might associate with our products, for example because they have similar or complementary image, style, or functionality) so that they can contact you with products, services and promotions that they think may interest you, in accordance with your preferences.
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We may share information about you with other third parties, where required or permitted by law, for example: regulatory authorities; government departments; in response to a request from law enforcement authorities or other government officials; when we consider disclosure to be necessary or appropriate to prevent physical harm or financial loss or in connection with an investigation of suspected or actual illegal activity; and in the context of organizational restructuring.
Where might information about you be sent?
As with any multinational organization, PMI affiliates transfer information globally once shared with PMI affiliates. Accordingly, information about you may be transferred globally (for example, if you are in the European Economic Area (“ EEA ”), your information may be transferred outside the EEA).
When using information as described in this notice, information about you may be transferred either within or outside the country or territory where it was collected, including to a country or territory that may not have equivalent data protection standards.
For example, PMI affiliates within the EEA may transfer personal information to PMI affiliates outside the EEA. In all such cases, the transfer will be:
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on the basis of a European Commission adequacy decision ;
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subject to appropriate safeguards, for example the EU Model Contracts ; or
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necessary to discharge obligations under a contract between you and us (or the implementation of pre-contractual measures taken at your request) or for the conclusion or performance of a contract concluded in your interest between us and a third party, such as in relation to travel arrangements.
In all cases, appropriate security measures for the protection of personal information will be applied in those countries or territories, in accordance with applicable data protection laws.
How do we protect information about you?
We implement appropriate technical and organizational measures to protect personal information that we hold from unauthorized disclosure, use, alteration or destruction. Where appropriate, we use encryption and other technologies that can assist in securing the information you provide. We also require our service providers to comply with strict data privacy and security requirements.
How long will information about you be kept?
We will retain information about you for the period necessary to fulfil the purposes for which the information was collected. After that, we will delete it. The period will vary depending on the purposes for which the information was collected. Note that in some circumstances, you have the right to request us to delete the information. Also, we are sometimes legally obliged to retain the information, for example, for tax and accounting purposes.
Typically, we retain data based on the criteria described in the table below:
Type |
Explanation/typical retention criteria |
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Most of the information in your marketing profile is kept for the duration of our marketing relationship with you; for example, while you continue to use digital touchpoints, or respond to our communications. However, some elements of your marketing profile, such as records of how we interact with you, naturally go out of date after a period of time, so we delete them automatically after defined periods (typically 3 years) as appropriate for the purpose for which we collected them. |
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This scenario is the same as the above, but if we don’t have any contact with you for a long period (typically 2 years), we will stop sending you product communications and delete your history of responses to them. This will happen, for example, if you never click through to an invitation to an event, log on to a digital touchpoint, or contact customer care, during that time. The reason is that in these circumstances, we assume you would prefer not to receive the communications. |
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If you have registered to receive product communications, but the information you give us to contact you doesn’t work, we will retain your details for a period of typically only 6 months to allow you to return and correct it. |
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If you commence registering yourself in a database, but do not complete the process (for example, if you don’t complete the age verification process, or you don’t accept the touchpoint’s terms of use), we will retain your details for only 6 months to allow you to return and complete the process. |
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If you are not registered with us for other purposes (e.g. product communications, warranty, customer care), and we use publicly available information about you in order to understand the market or your preferences, we will retain the information about you for a short period in order to perform the particular item of market research. |
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If you purchase goods, we will retain details of this for so long as required to complete the sale, and to comply with any legal obligations (for example, for tax and accounting record-keeping purposes). If you also register for a warranty for a device, we will retain details of this for so long as relevant to the warranty. |
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If you contact customer care, we will make a record of the matter (including details of your enquiry and our response) and retain it while it remains relevant to our relationship, for example if you need us to replace a device under warranty, or if your recent enquiries are relevant. Temporary records (for example, an automated recording of a telephone call in which you ask us to direct you to a retail outlet) may be relevant only until more permanent records are made, and will be retained only temporarily. |
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System audit logs are retained typically for a period of only a few months. |
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Business analytics data is typically collected automatically when you use Consumer touchpoints and anonymised/aggregated shortly afterwards. |
What rights and options do you have?
You may have some or all of the following rights in respect of information about you that we hold:
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request us to give you access to it;
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request us to rectify it, update it, or erase it;
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request us to restrict our using it, in certain circumstances;
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object to our using it, in certain circumstances;
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withdraw your consent to our using it;
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data portability, in certain circumstances;
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opt out from our using it for direct marketing; and
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lodge a complaint with the supervisory authority in your country (if there is one).
We offer you easy ways to exercise these rights, such as “unsubscribe” links, or through our contact address provided for on the website.
Some mobile applications we offer might also send you push messages, for instance about new products or services. You can disable these messages through the settings in your phone or the application.
The rights you have depend on the laws of your country. If you are in the European Economic Area, you will have the rights set out in the table below. If you are elsewhere, you can contact us (see the paragraph “who should you contact with questions?” at the end of this notice) to find out more.
Right in respect of the information about you that we hold |
Further detail (note: certain legal limits to all these rights apply) |
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This is confirmation of:
On your request we will provide you with a copy of the information about you that we use (provided this does not affect the rights and freedoms of others). |
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This applies if the information we hold is inaccurate or incomplete. |
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This applies if:
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This right applies, temporarily while we look into your case, if you:
(if you make use of your right in these cases, we will tell you before we use the information again). This right applies also if:
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You have two rights here:
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This applies if the legal basis on which we use the information about you is consent. These cases will be clear from the context. |
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If:
then you have the right to receive the data back from us in a commonly used format, and the right to require us to transmit the data to someone else if it is technically feasible for us to do so. |
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Please consult the website of your country’s authority, if any. |
Who should you contact with questions?
If you have any questions, or wish to exercise any of your rights, you can send an email to contact.sa@iqos.com .
If your country has a data protection authority, you have a right to contact it with any questions or concerns. If we cannot resolve your questions or concerns, you also have the right to seek judicial remedy before a national court.
Changes to this notice
We may update this notice (and any supplemental privacy notice), from time to time. We will notify you of the changes where required by law to do so. We may announce the update on the website or via any other mean, we deem suitable.
Company information
Gulf Taleed Commercial Services Company, authorized distributor of IQOS in the Kingdom of Saudi Arabia. We are a limited liability company as per C.R no. 1010258584, and VAT no. 300134904400003, having our registered address at: Riyadh, Kingdom of Saudi Arabia
Cookie notice
Cookie Notice
This notice sets out how we use cookies and similar tracking technologies on this digital platform to collect visitor information automatically. It explains how you can accept or refuse the cookies we serve and how you can find more information about cookies.
What are cookies?
Cookies are small text files that are placed on your computer when you visit a digital platform. Cookies are widely used by digital platform owners in order to make them work, or to make them work more efficiently, as well as to provide reporting information. For example, they may include details of your computer’s IP address, browser type, screen resolution, as well as certain behavioural or preference information, such as language preference, or which pages you visited and for how long.
Cookies set by the digital platform owner are called “first party cookies”. Cookies set by other people are called “third party cookies”. Third party cookies enable third party features or functionality to be provided on or through the digital platform (like analytics, advertising and videos). The parties that set these third party cookies can recognize your computer both when it visits the digital platform in question and also when it visits certain other digital platforms.
Why do you use cookies?
We use cookies for two purposes:
- to make the digital platform operate with the functionality that you expect, e.g. if on one page you signed in, select a language preference, or put items into a shopping trolley, the cookie lets us recognise you on the next page so that you don’t have to do those same operations again (and so on every page); and
- to collect information about the visitors to our digital platforms in order to improve our digital platforms, and in order to better understand the preferences of uses of our digital platforms so we can serve content that is more relevant for them.
However, we collect information using cookies in a way that does not enable us to determine the identity of visitors to our digital platforms, unless they choose to provide this voluntarily.
Do you serve targeted advertising?
Track browsing history on the site and other sites and serve targeted communication to the user. Example: One of our service providers engages third parties to track and analyze use and volume statistical information from individuals who visit the digital platform.
How can I control cookies?
You have the right to decide whether to accept or reject cookies.
You can set or amend your web browser controls to accept or refuse cookies. As the ways in which you can do this vary from browser to browser, please visit your browser’s help menu for further details. Note that if you choose to reject cookies, doing so may impair some of our digital platform functionality.