HUAWEI Appointment Service and Privacy Statement
Appointment Service User Agreement
HUAWEI Appointment Service and Privacy Statement
The Appointment Service (hereinafter referred to as " Service") is provided and operated by HUAWEI Technologies HUAWEI Technologies (UK) CO LTD.. (hereinafter referred to as "we" or "HUAWEI"). You may use the Service to reserve in-store after-sales repair service with HUAWEI or HUAWEI Customer Service Centers. We are very aware of how important your privacy is to you, and are committed to protecting your privacy. We promise to take proper security measures to protect your personal information in accordance with mature industry security standards.
1. What Personal Information We Collect from You
During the Service, we will collect and use your personal information only for purposes under this Statement. Your personal information refers to any and all information that enables HUAWEI to identify you as a user.
We will collect and process the following information:
- Device information: including SN, model information and fault description;
- Account information: including HUAWEI ID, nickname, profile picture;
- Contact information: including name, phone number.
2. How We Use Your Personal Information
We use your personal information in order to provide you with the Service you subscribe and to fulfill the contractual obligations. We perform data processing to implement and process the request and cancellation of the Service, assessment and judgment of the device fault type and query of the maintenance location.
In addition, we will use your personal information for the following purposes for legitimate interests:
Request for the Service: We use your SN, model information, HUAWEI ID, name, phone number to help you with your request, query and to handle the Service online.
You may exercise your rights to reject the preceding data processing, but you may not be able to obtain the Services.
3. How Long We Retain Your Personal Information
We will retain your personal information for no longer than is necessary for the purposes stated in this Policy. We will delete or anonymize your personal information after the retention period expires, unless otherwise required by law.
We will delete your personal information that is retained for the Service two years after the last time you communicate with HUAWEI (including the last time of communication by HUAWEI for after-sales services), provided that no service has occurred between you and HUAWEI within the said two years.
After you deregister your account, we will delete your personal information, including device information, network information, account information, and log information, etc.
4. Disclosure of Your Personal Information
Information disclosure as required by law or related to business transactions
HUAWEI may disclose your personal information in accordance with applicable laws or pertinent legal procedures or processes to respond to requests from legal processes or competent authorities.
Your personal information may be disclosed to by HUAWEI’s affiliates and HUAWEI Customer Service Centers to be processed for the purpose of the Services, and such disclosure is limited only to information required by the Services.
Your personal information may be disclosed as a part of a merger, acquisition, sale of assets (such as service agreements), or transfer of services to HUAWEI or other companies.
5. Your Rights and Choices
During your use the Service, we have provided corresponding operation settings in the product design to enable you to more conveniently access, correct, and delete your personal information and guarantee your right to withdraw your consent to the use of your personal information. You can refer to the following instructions for details.
Access appointment information.
Access the basic information such as appointment status, appointment service center, appointment time, and appointment ticket details.
1) Go to “Support APP” > “Me” > “Service records”.
2) Click the appointment ticket details.
3) Access and query the information.
If you have any questions, comments, or suggestions about your data subjects' rights, please contact us by contacting us at the end of this statement.
6. How to Contact Us
If you want to exercise your privacy rights, or have any privacy issues for which you need to lodge a privacy complaint with our Data Protection Officer (DPO), or want to consult our DPO regarding general data protection, please visit our portal on: https://consumer.huawei.com/uk/legal/privacy-questions/ or in writing at
Huawei DPO Office
Hansaallee 205
40549
Düsseldorf
Germany
Hansaallee 205
40549
Düsseldorf
Germany
If you believe that HUAWEI does not process your personal information in accordance with this Statement or applicable data protection laws, you may file a complaint to the local data protection authority.
7. Updates to This Statement
If the way of processing your personal information is modified, HUAWEI will inform you of such a modification via proper methods such as push notice, email, and website bulletin, so that you may be informed of said modification in a timely manner.
Latest update on August 26, 2020
Important note: This Statement makes privacy commitment on the Service application. For more information on how we process and manage your personal information, please also read HUAWEI Consumer Business Privacy Statement.
Appointment Service User Agreement
This Agreement constitutes a legally binding agreement between you and HUAWEI Technologies (UK) Co., Ltd. (“HUAWEI”, “we” or “our”), and stipulates your legal rights and responsibilities regarding the use of Appointment Service (hereinafter referred to as this "Service" or “Appointment Service”). In this Agreement, "you" refers to any individual that uses and/or accesses this Service.
Please be sure to read thoroughly and fully understand the terms and conditions of this Agreement, including the exemption or limitation of HUAWEI's liability and the restrictions on the rights of users. By ticking “AGREE”, you acknowledge that you have read and agree to these terms and conditions. If you do not agree to the terms and conditions of this Agreement, you are advised to stop registering, logging in or using this Service immediately. By registering, logging in or using this Service, you are deemed to have accepted and agreed to be bound by this Agreement.
1. Service Usage Requirements
You represent and warrant that you have sufficient legal rights or authority to agree to and perform this Agreement, and that your entry and performance of this Agreement will not create a conflict or result in a breach of any other agreement or arrangement that you are required to perform.
2. About this Service
2.1 Basic services and functions
The Appointment Service function allows you to submit an appointment service request through the HUAWEI/HONOR official website (collectively known as the “Official Website”) or the Support App, upon the discovery of a defect with a relevant product. After receiving the service acceptance SMS/Email, you can enjoy the after-sale services at your reserved time at a HUAWEI Customer Service Center in accordance with the confirmation SMS/Email.
2.2 Availability
(1) After purchasing HUAWEI products, such as a mobile phone, tablet, or laptop, etc. when the product becomes faulty, you are able to call the HUAWEI hotline or submit an appointment service request through the Official Website or the Support App. After receiving the service confirmation via an SMS/Email, you may bring your device for repair to the HUAWEI Customer Service Center indicated in the confirmation message.
(2) You must submit an appointment service request through the HUAWEI hotline or the Official Website or the Support App to be able to confirm the appointment. Any Users who decide to attend their local HUAWEI Customer Service Center without a prior appointment will be required to queue up for the repair service.
(3) After submitting an appointment service request, you may arrive at the reserved time at the relevant HUAWEI Customer Service Center. If you fail to appear at the reserved time or location, your appointment will be cancelled automatically.
(4) If you have successfully made an appointment but are unable to arrive at the reserved time or location, you must change or re-arrange your appointment within at least 24 hours before your appointment date.
(5) Users who have missed the appointment at least 3 times or more will no longer be entitled to use the Service.
(6) You are advised to backup and save any personal data on your phone before attending your appointment, including the information on your memory card and SIM card. You are solely responsible for backing up and managing your personal data and information properly to avoid accidental data loss. HUAWEI Customer Service Centers are not authorized to back up and store user’s information. If you do not back up your data as prompted, HUAWEI is not liable for any loss of data on your mobile phone, memory card, and/or SIM card due to the repair service.
(7) You are advised to remove all personal information on your device and remove the lock screen password before attending your appointment. You acknowledge that in our defect detection and repair process that we may conduct a factory data reset and that this will erase all data on your device, including settings and files. Huawei assumes no responsibility for any claims relating to loss of files and data etc., not specifically stated in the Huawei after-sales warranty.
3. Declaration on Intellectual Property
The intellectual property rights of this Appointment Service and any HUAWEI contents (including, but not limited to webpages, text, images, audio, video, commercial logos, and so on) provided by this Service are owned by HUAWEI and its affiliates. The aforementioned intellectual property rights are protected by law. You shall not use or create related contents and derivative works in any way or by any means without prior written permission from HUAWEI or the relevant rights holder.
4. Disclaimer
HUAWEI and its affiliates do not provide any explicit or implicit representations or warranties, including but not limited to marketability and availability, specific use, or non-infringement of any rights. HUAWEI does NOT guarantee any of the following:
(1) This Service will meet your specific needs;
(2) This Service provided will operate non-disruptively, and in a timely, safe, or defect-free manner;
(3) All information obtained during your use of this Service is accurate or reliable;
(4) All defects and errors in any software that is part of this Service will be fixed.
HUAWEI does not guarantee that all services will operate non-disruptively and/or flawlessly at any time. Due to the lack of environment and conditions necessary for the provision of this Service, this Service may not be available in certain countries or regions. HUAWEI reserves the right, at its sole discretion, to change, delete, or withdraw the provision of all or any part of the services and these terms and conditions without prior notice in accordance with its own reasonable considerations and choices.
HUAWEI cannot control your network carrier, and therefore, does not guarantee its network coverage, availability, or quality of services provided. You shall assume the risks of all downloaded, acquired, and accessed contents and other materials through this Service, as well as risks of device and data damage or content loss resulting from your use of this Service or third-party services. During the use of this Service, you shall abide by all relevant and effective laws.
5. Liability for breach of Agreement
You warrant not to use the Appointment Service to violate national laws and regulations, or infringe the legal rights of third parties. If you violate such laws and regulations or the terms and conditions of this Agreement and cause damage to HUAWEI, you shall compensate HUAWEI for any loss incurred thereby and eliminate the impact.
Huawei will not be liable for any loss or damage caused wholly or mainly by your breach of this Agreement.
Nothing in these terms and conditions shall exclude or limit Huawei’s liability for death or personal injury resulting from our negligent acts or omissions or those of our servants, agents or employees.
Please note that Huawei shall not be liable where we are unable (using reasonable effort) to provide the Appointment Service as a result of any event or circumstance outside our reasonable control, such as (but not limited to) lightning, flood, exceptionally severe weather, fire, explosion, war, civil disorder, industrial disputes, acts or omissions of persons for whom we are not responsible, or acts of local or central government or other competent authorities.
6. Applicable Laws and Jurisdictions
This Agreement shall be governed and construed in accordance with English Law and subject to the exclusive jurisdiction of the English Courts.
7. Miscellaneous
In performing this Agreement, you shall comply with all applicable laws.
If any provision of these terms and conditions is held invalid by any law, rule, order or regulation of any government, or by the final determination of any court of a competent jurisdiction, such invalidity shall not affect the enforceability of any other provisions not held to be invalid.
HUAWEI reserves the right to transfer any right or obligation under this Agreement.
All headings of this Agreement are set for easy reading only and do not affect the meaning or interpretation of any portion of this Service Agreement.
If you have any questions about this Service and its applicable terms and condition, or if you need to contact HUAWEI, please send your mail to: 300 South Oak Way, Green Park, Reading, Berkshire, UK, RG2 6AD or alternatively contact our hotline service on 0800 088 6700.
Last updated: August 2020
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