Warranty
Troomi Warranty
Have confidence with our 30-day, money-back guarantee!
Return your device within 30 days of purchase for a refund minus shipping, activation, and any applicable repair fees.
Troomi Wireless Services and Warranty Definitions
3.1. “We”, “Us” and “Our” shall mean the provider of this Warranty Service Plan, Troomi Wireless, Inc. located at 719 Timpanogos Parkway, Suite M3100, Orem, UT 84097, telephone number 1-866-545-4222. “You”, “Your” shall mean the customer or the entity to whom this Service Plan was properly transferred in accordance with these Terms and Conditions.
3.2. Administrator: Administrator refers to the entity responsible for managing the services outlined in this Service Plan and the entity responsible for fulfillment of the terms and conditions of this Service Plan.
3.3. Coverage Price: Price refers to the amount paid by You for this Service Plan, which is defined by your plan. Prices are different for watches and phones, and are subject to change at Troomi’s discretion.
3.4. Coverage Start Date and Term: This is the date when coverage starts under this Service Plan. This is the date you purchased your plan, which is prorated to the first day of the next month. Thereafter the term is month to month starting on the first day of each month.
3.5. Warranty Coverage Terms: This is the years of coverage for your entitled device or product. Cell phones, and watches come with a one year factory warranty as specified by each manufacturer. Refurbished devices also have a one year warranty, unless and extended Troomi warranty is purchased. Extended warranties can be purchased from Troomi at the time of purchase or after paying for a repair not under warranty.
3.6. Replacement Devices and Devices Covered: Troomi honors all factory warranties for approved devices. Replacement devices may or may not be the device that was sent in for repair. Troomi will replace your warrantied device with a device of equal or superior functions and features. It is your responsibility to back up your personal data such as pictures, videos, music files etc. to an SD card or a cloud service of your choice prior to sending you phone in for repair. Troomi does back up and replace your Troomi OS settings, contact list, SafeLists, etc.
3.7. Failure: The failure of Your Device to perform its intended function due to mechanical or electrical breakdown resulting from defects in materials or workmanship during normal usage of Your Product.
3.8. 60-Day Window to Purchase Device Warranty: You will have 60 days from the date of your initial Device purchase to add a warranty plan to your Device. After 60 days, you will not be able to add a warranty plan. The warranty plan can be added via the Parent Portal and will be billed on a monthly basis. Warranty plans can also be added after you have a device repaired by Troomi, that is not under warranty, as long as Troomi does the repairs and certifies the device.
3.9. Deductible: Each time a phone repair or replacement is processed and completed, there will be a non-refundable $24.95 deductible fee to cover to and from shipping and handling expenses related to the repair or replacement incident. This fee will only be charged for phones that require repair or replacement. If your repair is not covered by the warranty and falls into 3.12 “What Is Not Covered,” category, you will be required to pay the cost of repair or replacement, and the $24.95 will be applied to your replacement and/or repair.
3.10. You are required to return your phone to Troomi with the shipping label that has been issued to you, unless the phone is a Samsung Galaxy A12. If you have questions about your shipping label, please call the Experience Desk at 1-866-545-4222. If you opt not to return the phone within 15 days to Troomi, you will be billed $49.95 for the phone. Once Troomi has received the phone, your $49.95 will be refunded to the credit card it was charged to. If the damages to your phone are not covered by your Troomi warranty as described herein, you will be responsible for those charges when they exceed $49.95. See 3.12 below.
3.11. Coverages and Terms: This Service Plan is not an insurance policy. This Service Plan will cover a mechanical or electrical failure of the Entitled Devices during normal usage for the Term of this Service Plan. This Service Plan is inclusive of any manufacturer’s warranty that may exist during the Coverage Term. It does not replace the manufacturer’s warranty, but provides certain additional benefits during the term of the manufacturer’s warranty. Replacement parts will be new, refurbished or non-original manufacturer’s parts that perform to the factory specifications of the product at Troomi’s sole option.
Troomi’s extended warranty DOES PROVIDE COVERAGE FOR THE FOLLOWING INCLUDING PARTS AND LABOR under the following conditions during normal usage of the phone:
(i) Accidental damage from dropping the phone or pressing on the screen with excessive force that results in a broken or cracked front or back screens/panels, unless the extent of the damage affects the motherboard or electronics;
(ii) If battery capacity falls below 80% of rated capacity (meaning if the battery will not charge beyond 80%) or if the battery leaks after the first year.
(iii) Damaged or defective buttons or connectivity ports located on Entitled Devices;
(iv) Defective or broken SIM cards;
(v) Defective pixels when there are at least three (3) defective pixels throughout the entire display area;
(vi) Defects in materials or workmanship;
(vii) Defects in microphones and speakers;
(viii) Defective phone manufacturer chargers and cords;
(ix) Operational failure resulting from a power surge while properly connected to a surge protector;
(x) Defects to USB or USB-c charging ports;
(xi) any damages caused during shipping from Troomi repair facilities to your place of residence.
3.12. What is Not Covered: This Service plan does not cover:
(i) Forgotten PINs (this includes patterns and passwords) are not stored by Troomi and cannot be recovered;
(ii) Defects or damage caused by abnormal use, abnormal conditions, improper storage, neglect, or unusual physical, electrical or electromechanical stress;
(iii) Defects or damage caused by exposure to liquid, moisture, dampness, weather conditions, sand, dust, dirt, or excessive temperatures that is inconsistent with the specifications and instructions applicable to the Product according to the user manual and the applicable terms and conditions;
(iv) Scratches, dents and cosmetic damage;
(v) Protection against theft, loss, reckless, or abusive conduct associated with handling and use of the product, or damage caused during shipment between you and our authorized service facility;
(vi) Equipment that has the serial number or the enhancement data code removed, defaced, damaged, altered or made illegible;
(vii) Ordinary wear and tear; except for the conditions laid out in Section 3.4 of these terms; Defects or damage caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by Samsung;
(viii) Defects or damage caused by improper testing, reverse engineering, operation, maintenance, software installation, repair service or parts, or adjustment not furnished or authorized by Troomi;
(ix) Defects or damage caused by a user’s bypassing security controls to gain unauthorized root access or by rooting devices with unauthorized or altered operating system software installed by a user or third-party;
(x) Defects or damage resulting from external causes such as collision with an object, fire, flooding, windstorm, lightning, earthquake, theft, blown fuse, or improper use of any electrical source;
(xi) Defects or damage caused by cellular signal reception or transmission, or viruses or other software problems introduced not authorized by Troomi;
(xii) We do not cover third party screen protectors, cases, and other accessories beyond the manufacturer’s warranty; (xiv) We do not cover broken or defective SD cards that may have been added by the customer;
(xiii) For batteries that fall below 80% of rated capacity or that leak, this Service Plan does not cover any battery if the diminished battery capacity or leak is caused by: (z) The use of a third-party battery charger which does not meet Samsung’s specifications or has not been specifically approved by Samsung for charging the battery; (y) Tampering, as evidenced by, for example, a broken seal or seals on the battery; (x) The use of the battery in equipment other than the Samsung device for which it is specified; (v) The battery was subjected to external forces beyond normal use; or (xvi) Battery repair not furnished or approved by Samsung.
3.13. What to do if an Entitled Device Requires Service: Service Requests are submitted to us by contacting Troomi Support via phone at 1-866-545-4222 or via email at [email protected].
3.14. Additional Limit of Liability for Warranty Service Plan: TROOMI SHALL NOT BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO, LOST DATA RESULTING FROM THE FAILURE OF ANY PRODUCT OR EQUIPMENT, DELAYS IN SERVICE OR THE INABILITY TO RENDER SERVICE, PROPERTY DAMAGE, LOST TIME, LOST PROFITS, LOSS OF BUSINESS OR FOR OTHER PUNITIVE, SPECIAL, INDIRECT, EXEMPLARY, OR CONSEQUENTIAL DAMAGES. TROOMI’S MAXIMUM LIABILITY FOR DIRECT DAMAGES, IF ANY, IS LIMITED TO AN AMOUNT NOT TO EXCEED THE SERVICE PLAN PRICE.
3.15. Exclusive Remedy: TROOMI’S SOLE OBLIGATION AND YOUR SOLE REMEDY UNDER YOUR SERVICE PLAN IS THAT TROOMI WILL REPAIR TO GOOD WORKING ORDER OR REPLACE ANY ENTITLED DEVICE THAT DOES NOT FUNCTION IN ACCORDANCE WITH THE MANUFACTURERS SPECIFICATIONS WHETHER YOUR CLAIM IS STATED IN CONTRACT OR TORT OR OTHERWISE.
3.16. Entire Agreement: Unless amended by State or Territory Specific Provisions, this Service Plan sets forth the entire contract between the parties with regard to its subject matter. This Service Plan may only be modified by a written amendment signed by all parties to this Service Plan.
3.17. Cancelation: You can cancel this service plan at any time. You agree to pay the full monthly cost for the Service Plan through the end of the month in which You cancel the Service Plan. Once cancelled, the warranty covered by the service plan is voided, unless it device is covered by the manufactures warranty.
3.18. Renewal: This Service Plan renews every month with your payment of the Coverage Plan Price unless canceled either by you or Troomi during the Coverage Term.
3.19. Plan Transferability:Troomi Service Plans, including this Warranty Service Plan, are not transferable to any other person or entity, without the person accepting the transfer having appropriate Troomi service.
3.20. This acceptable use policy covers the products, services, and technologies (collectively referred to as the “Products”) provided by Troomi Wireless under any ongoing agreement. It’s designed to protect us, our customers, and the general Internet community from unethical, irresponsible, and illegal activity.
3.21. Troomi Wireless customers found engaging in activities prohibited by this acceptable use policy can be liable for service suspension and account termination. In extreme cases, we may be legally obliged to report such customers to the relevant author.
Frequently asked questions
Everything you need to know
Troomi is the safe phone that grows with your child. We provide safety today and prepare kids for the future. Other solutions are so locked down that they quickly become impractical as children’s needs evolve.
Troomi also prevents problems before they happen! With Troomi, prevent problems by keeping kids away from pornography, predators and the dangers of social media to begin with.
Simplify your child’s safe phone with one service that does everything you need. Pay for your safe phone and phone service in one place, with no extra subscriptions required.
You won't be locked into anything, and can cancel at any point. If you cancel, you will not be required to continue payment once the current month is over. No contracts, here! Our service is a simple month-to-month system.
You won't be locked into anything, and can cancel at any point. If you cancel, you will not be required to continue payment once the current month is over. No contracts, here! Our service is a simple month-to-month system.
No monthly contracts! We don’t lock you in because we know you’ll want to stay.
Have confidence with our 30-day, money-back guarantee! Return your device within 30 days of purchase for a refund minus shipping and any applicable repair fees.
You can bring the number with you! We make porting a number into Troomi as painless as possible. We’ll welcome you—and your phone number—with open arms.
During the checkout process, you’ll see an option to port your existing phone number. All you need to do is input your phone number and PIN from your current carrier when prompted—we’ll do the rest!
