Membership Policies

1. Purpose & Scope

• These policies define how Gadget Club administers registered devices, Packs, replacement allowances, Device Changeovers, support, repairs, membership changes and benefit eligibility. They are intended to keep member treatment consistent while controlling cost and misuse.

2. Member & Device Registration

• A membership is linked to one unique Member ID and barcode. The barcode is a lookup key; the live member record is the source of truth.
• Benefits apply only to eligible devices registered to the member account, subject to the device limit of the selected tier.
• Freedom supports 1 registered device; Freedom+ and Freedom Max support up to 2 registered devices.
• Ultimate supports up to 5 eligible registered personal/mobile devices. Other Gadget Care tiers operate within their stated device-support level.
• Device make/model and relevant compatibility details should be recorded before a Pack or device-specific benefit is issued.
• Membership benefits are personal to the member/account and are not intended for resale or routine use by unrelated third parties.

3. Pack Issue & Identification

• One universal Gadget Club outer box and universal carry case are used across the membership range.
• The tier is identified by a separate YOUR PACK sticker; the member is identified by a separate Member ID barcode sticker.
• Pack contents are configured around the member’s registered device(s), compatibility and tier rather than guaranteed by product imagery on the box.
• Pack issue date and barcode assignment should be logged against the member record and may also record one Pack leaving inventory.

4. Replacement Qualification

• A 30-day qualifying period applies before replacement claims become available.
• Annual replacement allowances reset at the applicable membership-year reset point and do not roll over.
• Lost, accidentally damaged, worn-out or customer-needed replacement items use the applicable allowance when approved.
• Manufacturing faults are handled through the relevant warranty/returns process and do not normally consume the member’s replacement allowance.
• An approved replacement is recorded immediately against the member account and reduces the relevant remaining allowance.
• Replacement benefits are subject to stock, compatibility and reasonable equivalent-product substitution where the original item is unavailable.

5. Freedom Replacement Allowances

Higher-value categories are controlled separately from routine lower-cost replacements. The current product classification should be maintained in the internal product/benefit schedule so staff apply the same rule consistently.

6. Screen Protector Benefits

• Essential: 1 additional screen protector replacement per membership year.
• Club+ / Premium: 3 additional screen protector replacements per membership year.
• Ultimate: 5 additional screen protector replacements per membership year across eligible registered devices.
• Freedom-tier screen protection follows the relevant Pack/replacement allowance rules unless a separate promotion explicitly states otherwise.

7. Device Changeover

• When a registered smartphone or eligible device changes, Gadget Club assesses what existing accessories remain compatible and what genuinely needs updating.
• A Device Changeover is not an automatic entitlement to replace every accessory. Only eligible incompatible items/benefits are updated under the member’s tier rules.
• The old and new device details, date of change and any accessories issued should be logged.
• A device swap must not be used to reset previously consumed annual allowances.

8. Membership Upgrades, Downgrades & Rejoining

• When a member upgrades, claims and benefits already used remain recorded; upgrading does not erase prior usage.
• Newly unlocked replacement benefits are subject to the agreed 30-day qualifying control unless a specific written exception applies.
• Downgrades take effect from the next applicable billing period under the membership billing rules.
• Rejoining after cancellation does not create an artificial fresh allowance where the account is treated as a continuation/rejoin under the applicable rules.
• Device limits and benefits must be adjusted in the member record when a tier changes.

9. Payments & Account Standing

• Replacement claims and other membership-only benefits are suspended while required payments are overdue or the account is not in good standing.
• Usage already recorded remains on the account during suspension.
• Benefits resume only once the account meets the applicable payment/reactivation requirements; reinstatement does not automatically reset allowances.

10. Repair Care

• Repairs and diagnostics may be purchased across the business; the strength of the member benefit varies by tier.
• Ultimate may include up to 2 eligible repairs per membership year on qualifying registered covered devices.
• Each included Ultimate repair is subject to diagnostic assessment, the applicable fixed member excess and the 20% economical-repair threshold based on assessed current replacement value.
• Where a repair exceeds the economical threshold, Gadget Club may request an additional contribution, offer preferential member pricing or decline the included repair where it is not economically viable.
• Additional repairs receive the applicable member pricing. Laptop/MacBook repairs are excluded from the included Ultimate repair benefit but may receive applicable member discounts.

11. Support, MOTs & Reasonable Use

• Gadget Concierge covers compatibility, accessory selection, charging, adapters, travel setup and related practical guidance.
• Troubleshooting covers reasonable everyday support for charging, Bluetooth, accessory connections, setup and basic settings/software issues.
• Phone & Gadget MOTs review protection, charging, connectivity, power and accessory condition; Ultimate may receive a broader ecosystem review.
• Support benefits are intended for reasonable personal use. Repeated, excessive or commercial-use requests may be limited, scheduled or moved to a paid service where appropriate.

12. Fair Use, Misuse & Verification

• Gadget Club may verify the member, registered device, item eligibility and prior usage before approving a benefit.
• Claims may be refused where information is materially false, benefits are being resold, the account is being shared improperly, or the request falls outside the selected tier.
• Patterns suggesting deliberate abuse or manipulation should be escalated for manual review before further benefits are issued.
• Any refusal or exception should be recorded with a short reason to support consistent customer service.

13. Records & Staff Controls

• Every replacement, Device Changeover, repair benefit, MOT and material account change should be logged against the Member ID.
• The system should show total, used and remaining allowances and higher-value usage where applicable.
• Staff should not override limits without authorised approval and a recorded reason.
• Policy changes should be version-controlled so the rules applying to each membership period can be identified.

14. Policy Review

• These policies should be reviewed after launch against real replacement utilisation, repair exposure, support time, customer behaviour and supplier costs. Changes should protect the core promise — keeping members equipped and supported — without converting the service into unlimited cover.