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Frequently Asked Questions

Protection Plan

Why do I need a device protection plan?

If you've broken your phone or any other device, you'd know that it's a long and expensive process to get it repaired. By subscribing to our Z Protect plans, you're not only saving money on repairs, but the hassle that comes with it. Simply reach out via phone, chat, or email and we'll come pick up your device, repair it, and return it free of charge while offering on-demand customer support.

What's the difference between Z Protect and Z Protect +?

Z Protect is our basic subscription plan.

  • 12 months of coverage against all accidental damages
  • 2 FREE repairs
  • On-demand customer care
  • Home pick-up and drop-offs

Z Protect + is our premium subscription plan.

  • 24 months of coverage against all accidental damages
  • 2 FREE repairs OR 1 device replacement
  • Upgrade Anytime and receive 50% of your device purchase price as store-credit
  • On-demand customer care
  • Home pick-up and drop-offs

How will Z Protect + help me?

Z Protect + will protect your device for 24 months against ANY accidental damages with two free repairs or one total device replacement. You can also trade-in your old device for a brand new one while receiving 50% of your device purchasing price in store-credit.

How do I avail the Upgrade Anytime plan with Z Protect +?

Z Protect + subscribers have an option to upgrade their device anytime! Simply, share your account details (subscription ID or device IMEI) via phone or email and request an upgrade. A member of our team will email you a Grading Matrix to fill out for your current device to define a fair trade-in price through a promo code.

Soon after, you will receive a gift card with the exact trade-in amount to be used upon check-out on our site.

Call us at 04 215 6655 from Sunday to Thursday: 9am – 6pm or contact us anytime via email or whatsapp: +971506217987

Can I cover multiple devices with one plan?

1 DEVICE = 1 PLAN
Choose a subscription plan for each device based on your needs.

What's the difference between warranty and protection plan?

A warranty plan will cover the device only against manufacturing defects such as device malfunction or overheating, whereas a protection plan covers any damage that results from an accident or unforeseen incidents. This can range from dropping your mobile phone down the toilet, to unexpectedly spilling a glass of water on your laptop.

What classifies as an 'accidental damage'?

Accidental damages are unforeseen events that result in the damage of your device. This can range from dropping your mobile phone down the toilet, to unexpectedly spilling a glass of water on your laptop. Please read below for more details:

  • Cracked phone or screen
  • Broken Camera
  • Spills & liquid damage
  • Power surges

What does the Free Trial get me?

Enjoy the first 30 Days with free coverage for your device when you subscribe. Additionally, you will receive 12 months free warranty on your device even after your 30-day free trial is complete. We also offer subscribers access to our on-demand customer service representatives and a cancel anytime policy with no added fees or auto-renewals.

Can I subscribe to a Z Protect plan with my old device?

You can still subscribe to one of our Z Protect plans if you've purchased a device from elsewhere! Simply let us know the brand, model, and purchase date and we'll tell you if you're eligible for one of our subscription plans.

REACH OUT TO SEE IF YOU'RE ELIGIBLE at 04 215 6655 or

Are Z Protect plans Transferable?

No. The subscription is attached to the device and you as an individual. You cannot sell or give away your device and transfer ownership of your Z Protect plan.

Free Trial

What does the Free Trial get me?

Enjoy the first 30 Days with free coverage for your device when you subscribe. Additionally, you will receive 12 months free warranty on your device even after your 30-day free trial is complete. We also offer subscribers access to our on-demand customer service representatives and a cancel anytime policy with no added fees or auto-renewals.

How do I upgrade from Free Trial to full subscription?

If you have chosen our 30-day free trial and wish to extend to our Z Protect plans, Z Protect & Z Protect +, simply login to your account on our website and click on the orders tab. Select 'Extend Subscription' and choose a protection plan that suits you best!

Expert tip: upgrade before the first 10 days of your free-trial is up to benefit from our 20% Early Bird Discount.

Repairs

How long will my repair take?

Repairs can take up to 2-5 days across all orders within the UAE.

How many times can my device be repaired?

Up to 2 times free of charge.

How do I request a device repair?

Don't sweat it! Simply sign in through our site or reach out to us via phone or email to verify your subscription ID or device IMEI that has been shared to you through your order confirmation email. Once verified a member of our team will directly get in touch with you to schedule a free pick-up of your broken device.

Call us at 04 215 6655 from Sunday to Thursday: 9am – 6pm or contact us anytime via email or whatsapp: +971506217987

What classifies as an 'accidental damage'?

Accidental damages are unforeseen events that result in the damage of your device. This can range from dropping your mobile phone down the toilet, to unexpectedly spilling a glass of water on your laptop. Please read below for more details:

  • Cracked phone or screen
  • Broken Camera
  • Spills & liquid damage
  • Power surges

What makes my device beyond repair (or in what cases do I need a device replacement)?

If the cost of repairing your device is more than the device's market value then you would need to opt for a total device replacement.

Upgrade Anytime

How do I avail the Upgrade Anytime plan with Z Protect +?

Z Protect + subscribers have an option to upgrade their device anytime! Simply, share your account details (subscription ID or device IMEI) via phone or email and request an upgrade. A member of our team will email you a Grading Matrix to fill out for your current device to define a fair trade-in price through a promo code.

Soon after, you will receive a gift card with the exact trade-in amount to be used upon check-out on our site.

Call us at 04 215 6655 from Sunday to Thursday: 9am – 6pm or contact us anytime via email or whatsapp: +971506217987

Where do I find my Device Grading Matrix?

As soon as you request an upgrade via phone or email, a member of our team will email you with a Grading Matrix for you to accurately assess your device.

How do I fill out my Device Grading Matrix?

Please fill out your Grading Matrix as accurately as possible based on the current condition of your phone in order for us to serve you the best we can.

Once submitted, we will then send a technician to assess your device and confirm your Grading Matrix. If we feel your Matrix is inaccurate, you could risk having your order cancelled.

Device Info

Do your devices include Facetime?

All of our devices are officially UAE TRA registered and do not include Facetime.

Do your devices include a warranty?

Yes! All of our devices come with a 12 month manufacturers warranty.

Are the parts you use genuine?

We use 100% genuine devices and parts. Incase of repairs we use authorized repair centers only.

How long do you take to deliver? Is delivery free of charge?

We offer free same-day delivery for all orders placed before 3 PM in Abu Dhabi, Dubai, Sharjah, Ajman & Umm Al Quwain. For all other emirates or orders past 3 PM, you will receive your order on the next day.

Delivery & Returns

How long do you take to deliver? Is delivery free of charge?

We offer free same-day delivery for all orders placed before 3 PM in Abu Dhabi, Dubai, Sharjah, Ajman & Umm Al Quwain. For all other emirates or orders past 3 PM, you will receive your order on the next day.

Can I return my order?

Yes! You can return your device 7 days from the date it was purchased as long as the device is still sealed.

Manage Account and Settings

How can I verify how much coverage I have left?

You can verify your coverage and subscription details here.

How can I cancel my subscription?

You can cancel your subscription anytime free of charge, but we’d be sad to see you go…

Simply give us a call on 04 215 6655, whatsapp +971506217987 or drop us an email at & our team will process your cancellation.

How do I find my device IMEI?

Your device IMEI will be emailed to you as soon as your Z Protect Plan has been activated.

How do I upgrade from Free Trial to full subscription?

If you have chosen our 30-day free trial and wish to extend to our Z Protect plans, Z Protect & Z Protect +, simply login to your account on our website and click on the orders tab. Select 'Extend Subscription' and choose a protection plan that suits you best!

Expert tip: upgrade before the first 10 days of your free-trial is up to benefit from our 20% Early Bird Discount.

Are Z Protect plans Transferable?

No. The subscription is attached to the device and you as an individual. You cannot sell or give away your device and transfer ownership of your Z Protect plan.

Payment

Can I pay in Credit Card Installments?

We are currently partnered with 11 banks for credit card installments only. We can add you to our mailing list to notify you once we start offering debit card installments.

Do you have gift vouchers?

Not at the moment but register to our mailing list for more updates along the way!

Can I return my order?

Yes! You can return your device 7 days from the date it was purchased as long as the device is still sealed.

If you have an immediate query please talk to us online. Or give us a call on 04 215 6655. Our team will be delighted to answer your questions any weekday between 9am-6pm.

If you have an immediate query please
talk to us online. Or give us a call on 04 215 6655.
Our team will be delighted to answer your questions any weekday between 9am-6pm.


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