CarePlan Terms & Conditions

Definitions

The following terms have the meanings set out below wherever they appear in this agreement.

CarePlan

The annual protection programme offered by SgAutoMahjong as described on the CarePlan landing page and governed by these Terms.

Covered Table

The specific brand-new SgAutoMahjong automatic mahjong table identified on your enrolment record by serial number, model, and original purchase date.

Plan Holder

The original purchaser of the Covered Table whose name appears on the CarePlan enrolment record.

Standard Warranty Period

The twelve (12) month manufacturer's warranty period included with the original retail purchase of a brand-new SgAutoMahjong table, beginning on the Delivery Date. The Standard Warranty Period applies only to the customer's first SgAutoMahjong table. Tables delivered to a Plan Holder under the 5-Year Loyalty Upgrade in Section 11 do not include a separate Standard Warranty Period; cover for those tables runs entirely under the active CarePlan.

Delivery Date

The date the Covered Table is delivered to the Plan Holder's registered Singapore address. Where applicable the Standard Warranty Period begins on this date.

Plan Year

A consecutive twelve (12) month period of CarePlan cover. Plan Year 1 begins on the Activation Date; subsequent Plan Years begin on each Renewal Date.

Activation Date

The date CarePlan cover commences. For new-table enrolments this is the day after the Standard Warranty Period ends (i.e. the first day of Month 13 of ownership), so cover is continuous. For Loyalty Upgrade enrolments on an upgraded table, the Activation Date is the Delivery Date of the upgraded table. For approved Late Enrolments, see Section 3.5.

Upgrade Cycle

A period beginning on the Activation Date for a given Covered Table and consisting of five (5) consecutive paid Plan Years on that table, followed by a sixth Plan-Year renewal that activates a Loyalty Upgrade under Section 11. Each Upgrade Cycle is independent: a new Upgrade Cycle starts on the Delivery Date of any upgraded table.

House-Call Fee

A flat fee of SGD 60 per on-site service visit, payable by you, covering travel and dispatch costs.

Normal Use

Indoor, residential, recreational use of the Covered Table by the Plan Holder and their household guests in accordance with the user manual provided.

Approved Upgrade List

The list of new SgAutoMahjong table models eligible for selection under the 5-Year Loyalty Upgrade, as published and maintained by us at our discretion.

Eligibility

CarePlan is available exclusively in connection with the original retail purchase of a brand-new SgAutoMahjong automatic mahjong table from us. To be eligible, you must:

• Be the original purchaser of a brand-new SgAutoMahjong table from SgAutoMahjong directly;
• Be at least eighteen (18) years of age and resident in Singapore;
• Provide accurate and complete enrolment details, including a valid Singapore delivery address and a working WhatsApp-capable mobile number;
• Use the Covered Table only for Normal Use as defined in these Terms.

The following are not eligible for CarePlan:

• Reconditioned, refurbished, second-hand, ex-display, or trade-in tables;
• Tables purchased from any party other than SgAutoMahjong;
• Tables used for commercial, rental, club, or any non-residential purpose;
• Tables installed or used outside Singapore.

Enrolment and Activation

3.1 How You Enrol

The standard pathway to enrol is to select the CarePlan-included variation when ordering your new SgAutoMahjong table. The first-year CarePlan fee of SGD 288 is charged together with the table in a single combined order at checkout. Successful payment of that combined order, together with successful delivery of the Covered Table, completes enrolment.

3.2 Single Combined Payment

The CarePlan fee is itemised on your invoice as a separate line but settled in the same transaction as the table. CarePlan is not sold as a standalone product and is not available for purchase outside of a brand-new table order, except under Section 3.5 (Late Enrolment).

3.3 Year 1 of Ownership: Standard Warranty Period

For the first twelve (12) months from the Delivery Date, the Covered Table is covered by the Standard Warranty Period included with the original sale of the table. During the Standard Warranty Period, your prepaid CarePlan is held but inactive: service provided in this period is governed by our standard warranty terms, not by these CarePlan Terms, and no CarePlan benefit (including the discounted house-call rate, the no-cap claim policy, the out-of-scope repair discount, and any progress toward the Loyalty Upgrade) accrues during that period.

3.4 Month 13: Plan Begins

On the day after the Standard Warranty Period ends (the first day of Month 13 from the Delivery Date), your prepaid CarePlan begins as Plan Year 1. No further payment is required at activation. We will send a confirmation message via WhatsApp on or around the Activation Date.

3.5 Late Enrolment (existing table owners)

Late enrolment by an existing table owner after the original table purchase date may be considered at our sole and absolute discretion. Approval is not guaranteed and is subject to:

• Verification of the original purchase from SgAutoMahjong;
• Physical inspection of the table by our technician at your address;
• The table being free of pre-existing faults at the time of inspection;
• Payment of any inspection fee notified to you in advance.

If approved, the CarePlan fee is payable in full at the time of approval, and the Activation Date is the date of approval. There is no warranty period attached to a Late Enrolment.

Plan Term & Renewal

4.1 Annual Term

Each CarePlan Plan Year provides a single twelve (12) month period of cover. Plan Year 1 begins on the Activation Date (i.e. the day after the Standard Warranty Period ends, for new-table enrolments) and runs for twelve consecutive months. Each subsequent renewal extends cover by one further Plan Year.

4.2 Renewal

CarePlan does not auto-renew. We will send you a renewal reminder, normally via WhatsApp, before your current Plan Year expires. Renewal is at the then-prevailing CarePlan rate, which we may revise from time to time. To renew, you must pay the renewal fee on or before the expiry date of your current Plan Year.

4.3 Lapsed Plans

If renewal is not paid by the expiry date, coverage lapses and your CarePlan ends. We may, at our discretion, allow reinstatement within a grace period, subject to inspection and any reinstatement fee notified to you in advance. Lapsed years do not count toward the 5-Year Loyalty Upgrade.

Coverage

During an active Plan Year, CarePlan covers the diagnosis, repair, and replacement of mechanical and electrical faults of the Covered Table arising from Normal Use, including parts and labour, subject only to the House-Call Fee per visit.

During the Standard Warranty Period (ownership Year 1, before the Activation Date), service is provided under our standard warranty terms rather than these CarePlan Terms. The CarePlan benefits described here - including the House-Call Fee structure, the no-cap claim policy, the out-of-scope repair discount, and the 5-Year Loyalty Upgrade - do not apply during the Standard Warranty Period.

5.1 Replacement Parts

Where a covered repair requires part replacement, we may, at our discretion, fit either new or refurbished parts of equivalent function and quality. Replaced original parts become our property.

5.2 No Annual Cap

There is no cap on the number of covered claims you may make in a Plan Year, provided each claim falls within scope and arises from Normal Use. The House-Call Fee applies per visit.

5.3 Workmanship Guarantee

Repairs carried out under CarePlan are guaranteed against recurrence of the same fault for a minimum of 90 days from the date of repair, even if your Plan Year ends within that period.

Exclusions

CarePlan does not cover, and we are not obliged to repair or replace, any of the following:

1. Cosmetic items including but not limited to scratches, dents, paint or lacquer wear, surface marks, fading, and corrosion of decorative finishes;
2. Consumables and accessories including mahjong tile sets, chip sets, dice, dice cups, soft covers, edge trims, table felt, push covers, and remote controls;
3. Damage caused by accident, misuse, neglect, abuse, dropping, knocking, or rough handling;
4. Damage caused by liquid spillage, food, smoke, pets, pests, or any foreign object falling into or being inserted into the table;
5. Damage caused by use of incorrect mahjong tiles, third-party tiles not supplied or approved by us, or tiles in a worn or damaged condition;
6. Damage caused by unauthorised opening, modification, repair, or servicing of the table by any party other than SgAutoMahjong;
7. Faults pre-existing at the Activation Date, whether or not known to you at the time;
8. Damage caused by power surges, lightning, unstable electrical supply, or use with non-compliant plugs, sockets, or extension cords;
9. Damage caused by force majeure events including fire, flood, earthquake, theft, vandalism, civil unrest, or government action;
10. Use of the table for any commercial, rental, club, or non-residential purpose;
11. Any loss or damage that is purely consequential, including loss of use, loss of enjoyment, loss of profit, or rescheduled gatherings;
12. Costs we have not authorised in advance, including third-party repair invoices.

Service Process

7.1 How to Make a Claim

1. Send a WhatsApp message to +65 9777 1680 describing the issue. Include photos or a short video where possible;
2. We will respond and attempt remote diagnosis. Many faults are resolved this way at no cost;
3. If a visit is required, we will confirm the fault is within scope and notify you that the House-Call Fee will apply;
4. We will offer the next available priority booking slot. Visits are scheduled within Singapore standard service hours;
5. Following the visit, we will issue a service report describing the work done and any parts replaced.

7.2 Access & Cooperation

You agree to provide our technicians with safe, reasonable access to the Covered Table at the registered address. You also agree to cooperate with us in establishing the cause of any fault, including reasonable testing.

7.3 Out-of-Scope Findings

If, on inspection, we determine the fault falls outside scope (for example, accidental damage), we will notify you and provide an out-of-scope quote. You may decline. The House-Call Fee remains payable.

7.4 Service Hours

Standard service hours are Monday to Saturday, 10am to 6pm Singapore time, excluding public holidays. Out-of-hours visits, where possible, may be subject to an additional fee notified in advance.

House-Call Fee

A flat SGD 60 House-Call Fee applies to active CarePlan Plan Holders for each on-site service visit, regardless of the complexity of the repair. This is a discounted rate compared with our standard customer house-call fee, which is quoted via WhatsApp at the time of booking. The House-Call Fee covers the round-trip travel and dispatch only; parts and labour for covered faults are included in your CarePlan.

8.1 When the Fee Does Not Apply

• If the fault is resolved entirely by remote diagnosis (e.g. WhatsApp guidance), no House-Call Fee applies.
• If we revisit within 14 days for the same recurrent fault that was the subject of the previous visit, no further House-Call Fee applies for the revisit.

8.2 Aborted Visits

If a confirmed visit is cancelled by you with less than 4 hours' notice, or if we are unable to gain reasonable access to the table on arrival, the House-Call Fee remains payable.

Priority Booking

Plan Holders are scheduled ahead of standard repair queues. We aim, but do not guarantee, to offer a priority slot within three (3) standard service days of confirming a covered fault. Actual response times depend on slot availability, technician capacity, parts availability, and force majeure events.

Out-of-Scope Repair Discount

While your Plan Year is active, if a fault falls outside the scope of CarePlan coverage (for example accidental damage, liquid spills, cosmetic restoration, or any of the exclusions listed in Section 6), and you instruct us to carry out the repair on a chargeable basis, you are entitled to a 10% discount on the labour-and-parts portion of the standard repair quote we issue for that work.

• The discount applies only to repair work on the Covered Table by SgAutoMahjong technicians during an active Plan Year.
• The discount applies to the labour-and-parts portion of the quote only. The House-Call Fee, accessories, and any third-party charges are not discounted.
• The discount is not stackable with other promotions, discount codes, or goodwill waivers unless we expressly state otherwise.
• The discount is not transferable and applies only to repair work authorised and paid for by the registered Plan Holder.
• The discount does not convert any out-of-scope repair into a covered claim and does not extend the scope of CarePlan coverage in any way.

5-Year Loyalty Upgrade

11.1 The Benefit

Plan Holders who maintain five (5) consecutive paid Plan Years of CarePlan on the same Covered Table are eligible for a Loyalty Upgrade at the start of their sixth (6th) Plan Year on that table, subject to these Terms. The Loyalty Upgrade is repeatable: after each upgrade, a new Upgrade Cycle begins on the upgraded table's Delivery Date, and a further upgrade is earned after another five (5) paid Plan Years on that upgraded table.

11.2 Eligibility Conditions

1. You must be the original Plan Holder named on the enrolment record for the Covered Table at the start of the Upgrade Cycle;
2. The Covered Table must be the same physical table throughout all five (5) Plan Years of the Upgrade Cycle, identified by serial number;
3. Each of the five (5) Plan Years must have been paid in full and active without lapse;
4. You must renew into your sixth (6th) Plan Year on that table at the then-prevailing CarePlan rate. That sixth Plan-Year payment activates the Loyalty Upgrade;
5. The Covered Table must be returned to us in its original chassis, with no unauthorised modifications, and in working order subject only to fair wear and tear;
6. You must not be in breach of these Terms, and your account must be free of any unpaid amounts owed to us.

11.3 The Upgraded Table

You select your replacement table from the Approved Upgrade List in force at the time of upgrade. We may revise the Approved Upgrade List from time to time at our sole discretion to reflect available stock, model availability, and market conditions.

• The upgrade entitles you to one (1) brand-new table from the Approved Upgrade List of equivalent or comparable specification;
• If you select a table on the Approved Upgrade List that carries a published retail price exceeding the price of your originally Covered Table, you may pay the difference and receive that table;
• Where stock of a chosen model is unavailable at the time of upgrade, we will offer the next-available comparable model;
• Selection of optional accessories, custom colours, or non-standard finishes is chargeable at our prevailing rates.

11.4 Logistics

• Free collection of original table applies when collection is bundled with delivery of the new table on the same day and to the same Singapore address;
• Delivery and installation of the new table are chargeable separately at our prevailing delivery rates;
• Standalone collection (without bundled delivery) is chargeable at our prevailing rate;
• Disposal of any third-party items, packaging, or non-table furniture from your premises is not included.

11.5 Plan Transfer to Upgraded Table

An upgraded table delivered under this Section 11 does not include a separate Standard Warranty Period. From the Delivery Date of the upgraded table, cover is provided in full by your active CarePlan: the sixth Plan-Year fee that activated the upgrade provides the first twelve (12) months of cover on the upgraded table. The upgraded table becomes the Covered Table for all subsequent Plan Years.

A new Upgrade Cycle begins on the upgraded table's Delivery Date. The five-Plan-Year count toward the next Loyalty Upgrade resets and recommences from that date.

11.6 Window to Activate

The Loyalty Upgrade must be initiated within twelve (12) months of the start of your sixth Plan Year. If not initiated within that window, the entitlement lapses and is not reinstated, even if you continue renewing CarePlan thereafter.

11.7 Repeatable, Once Per Upgrade Cycle

The Loyalty Upgrade is granted once per completed Upgrade Cycle. After each upgrade, a fresh Upgrade Cycle begins on the upgraded table's Delivery Date and a further Loyalty Upgrade is earned at the end of that cycle (i.e. on the sixth Plan-Year renewal of the new cycle), subject to all of the conditions in this Section 11. There is no cap on the number of Loyalty Upgrades a Plan Holder may earn over time, provided each cycle is completed without lapse.

11.8 No Cash Equivalent

The Loyalty Upgrade has no cash value, is not redeemable for cash, and is not exchangeable for any other product, service, or discount.

Transferability

CarePlan is registered to the Plan Holder and the specific Covered Table at the time of activation. It is not transferable on:

• Sale, gift, or any other change of ownership of the Covered Table;
• Change of Plan Holder name (except for change of legal name on the same individual, supported by documentary evidence);
• Replacement of the Covered Table other than via the Loyalty Upgrade procedure in Section 11.

We may, in exceptional cases and at our absolute discretion, approve a transfer in writing. Any transfer not so approved is void, and CarePlan terminates automatically on the change.

Cancellation & Refunds

13.1 No Refunds, No Cancellations

All CarePlan fees, once paid, are non-refundable in full and not cancellable for refund under any circumstance. This includes (without limitation):

• The first-year CarePlan fee paid together with your new table at checkout;
• Every subsequent annual renewal fee paid;
• The sixth Plan-Year renewal fee that activates a Loyalty Upgrade;
• Any inspection or reinstatement fee paid in connection with Late Enrolment.

This non-refundable rule applies regardless of (a) whether you have made any claim during the Plan Year; (b) whether the Standard Warranty Period covered the Covered Table for any portion of that period; (c) any cooling-off period notion in general consumer practice; or (d) any other change in circumstance, except where a non-excludable statutory right under Singapore law applies (see Section 15).

13.2 Choosing Not To Renew

You are free to choose not to renew CarePlan at any future renewal date. Non-renewal ends your enrolment from the next renewal date onward; it does not refund any fee already paid.

13.3 Cancellation By Us

We may cancel CarePlan at any time by written notice in the circumstances set out in Section 14. Such cancellation does not generate any refund of fees already paid.

Suspension & Termination

We may suspend or terminate your CarePlan, without refund of fees already paid, if:

1. You provided false or misleading information at enrolment;
2. You attempt to claim for a fault outside scope by misrepresentation;
3. The Covered Table has been opened, modified, or repaired by an unauthorised party;
4. You use the Covered Table for any commercial, rental, or non-residential purpose;
5. You behave abusively or threateningly toward our staff or technicians;
6. You fail to pay any sum properly due to us within fourteen (14) days of demand;
7. You move the Covered Table outside Singapore.

Termination under this Section 14 also forfeits any progress toward the 5-Year Loyalty Upgrade.

Limitation of Liability

To the maximum extent permitted by Singapore law:

1. Our total liability to you under or in connection with CarePlan in any Plan Year is limited to the higher of (a) the CarePlan fees you have paid for that Plan Year, and (b) the original retail price paid for the Covered Table;
2. We are not liable for any indirect, special, incidental, consequential, or punitive loss, including but not limited to loss of use, loss of enjoyment, loss of profit, lost data, damage to other property, or rescheduled events;
3. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded by Singapore law.

CarePlan is a service contract. It is not a product warranty, an extended warranty, or an insurance contract. Your statutory consumer rights are not affected.

Force Majeure

We are not in breach of these Terms, and we are not liable for delay or non-performance, where the delay or non-performance is caused by circumstances beyond our reasonable control, including but not limited to: acts of God, fire, flood, severe weather, pandemic, epidemic, public health measures, civil unrest, war, terrorism, government action, supply-chain disruption, parts or shipping delays, port closures, or industrial action.

Privacy & Data

To operate CarePlan, we collect and process the personal data you provide at enrolment (including name, address, mobile number, email, table model and serial number, and service history). We use this data to:

• Verify eligibility and activate cover;
• Schedule and deliver service visits;
• Maintain a service history for warranty and Loyalty Upgrade purposes;
• Send transactional messages such as renewal reminders and service confirmations.

We process this data in accordance with the Singapore Personal Data Protection Act 2012 (PDPA). You may request access to or correction of your personal data by contacting us.

Changes to These Terms

We may amend these Terms from time to time. The version of the Terms applicable to your CarePlan in any given Plan Year is the version published on this page on your most recent Activation Date or Renewal Date.

Material changes that affect coverage scope, pricing, or the Loyalty Upgrade will be notified to you by WhatsApp or email at least thirty (30) days before they take effect, where reasonably practicable.

Governing Law & Disputes

These Terms are governed by the laws of the Republic of Singapore. Any dispute arising out of or in connection with these Terms or CarePlan will be subject to the exclusive jurisdiction of the courts of Singapore.

Before commencing any formal action, the parties agree to attempt in good faith to resolve the dispute by direct discussion and, if that fails, by mediation administered by the Singapore Mediation Centre under its prevailing rules.

Contact

For all CarePlan matters - enrolment, service, renewal, upgrade, or these Terms:

WhatsApp

+65 9777 1680 - preferred channel

Email

[email protected]

Address

SgAutoMahjong, 11 Woodlands Close #04-38, Woodlands 11, Singapore 737853