PMI CONSUMER PRIVACY NOTICE

We take privacy seriously. This notice tells you who we are, what information about you we collect, and what we do with it.

Please also read our terms of use relating to the service you are interested in. They provide more information about the way we do business, and any restrictions on eligibility that may apply.

Who are we?

We are a member of Philip Morris International. Our details (name, address, etc.) will have been given to you separately at the time of (or to confirm) the collection of information about you, for example, in a notice on an app or a website, or in an e-mail, containing a link to this notice.

PMI: Philip Morris International, a leading international tobacco group. It is made up of a number of companies or “affiliates”.
PMI affiliates: Each member of the Philip Morris International group of companies is a “PMI affiliate”. “We” (or “us” or “our”) refers to the PMI affiliate that first collected information about you.
PMI product: means a product of ours or of another PMI affiliate.

How do we collect information about you?

We may collect information about you in various ways.

You may provide us with information directly (e.g. filling in a form, or making a call to us).
We may collect information automatically (e.g. when you use a PMI app or website).
We may acquire information from third parties (e.g. publicly-available information on social media platforms such as Facebook and Twitter).

In this notice, we refer to all the methods by which you are in contact with us as “PMI touchpoints”. PMI touchpoints include both physical (for example, retail outlets and events), and digital (for example, apps and websites).

We may collect information that you provide directly. Typically this will happen when you:

sign up to be a member of our databases (this could be, for example, in person, via app, or online);
purchase PMI products or services at a retail outlet;
download, or use, a digital touchpoint (e.g. an app or a website);
contact us through a touchpoint, or by e-mail, social media or telephone;
register a device with us;
subscribe to a PMI panel portal;
register to receive PMI press releases, e-mail alerts, or marketing communications;
participate in PMI surveys or (where permitted by law) PMI competitions or promotions; or
attend an event that a PMI affiliate has organised.

We may collect information about you automatically. Typically this will happen when you:

visit an outlet that sells PMI products (e.g. by collecting your data at check-out, or through sensors at the outlet that connect with mobile technology);
attend an event that a PMI affiliate has organised (e.g. through purchases at the event or through sensors at the event that connect with mobile technology);
communicate with us (for example, through a touchpoint; or social media platforms);
use PMI touchpoints (e.g. through tracking mechanisms in an app or a website); or
make public posts on social media platforms that we follow (for example, so that we can understand public opinion, or respond to requests concerning PMI products).

We may also collect information about you automatically through the use of cookies and similar tracking technologies on digital PMI touchpoints. The specific cookies and technologies used will depend on the PMI touchpoint in question. To learn about the cookies (including Google analytics cookies) and similar technologies used on a touchpoint, including how you can accept or refuse cookies, please see the cookie notice made available on or through that touchpoint.

Where permitted by law, we may acquire information about you from third parties. This may include information shared between PMI affiliates, publicly-available profile information (such as your preferences and interests) on third party social media sites (such as Facebook and Twitter), and marketing lists acquired from third party marketing agencies.

We may also collect information in other contexts made apparent to you at the time.

What information about you do we collect?

We may collect various types of information about you:

information necessary to fulfil your orders
information necessary to provide warranty services
information you give us in forms or surveys
information about your visits to our outlets and events
information you give us in calls you make to call centres
information about your preferences and interests
information necessary to verify your age

Information that we collect from you directly will be apparent from the context in which you provide it. For example:

if you order a product from us through a touchpoint, you provide your name, contact, billing details, and the products you have chosen so that we can fulfil your order;
you may provide information on your product preferences and interests so that we can offer you products and services that will interest you;
if you make an appointment to see us (or someone supporting our products or services), we may collect your name and contact details;
we may collect information that enables us to verify your age, for example a copy of an identity document or your facial image.

Information that we collect automatically will generally concern:

details of your visit or call (such as time and duration);
in a sales outlet or at an event (including areas in the immediate vicinity), how frequently you visit, which areas you visit and for how long, and which purchases you make;
your use of digital PMI touchpoints (such as the pages you visit, the page from which you came, and the page to which you went when you left, search terms entered, or links clicked within the touchpoint); and
your device (such as your IP address or unique device identifier, location data, details of any cookies that we may have stored on your device).

Information that we collect from third parties will generally consist of publicly-available profile information (such as your preferences and interests), for example from public social media posts.

For what purposes do we use information about you, and on what legal basis?

In this section, we describe the purposes for which we use personal information. However, this is a global notice, and where the laws of a country restrict or prohibit certain activities described in this notice, we will not use information about you for those purposes in that country.

Subject to the above, we use information about you for the following purposes:

To comply with regulatory obligations, such as verifying your age and status as a user of our products
To sell our products to you, including fulfilling your orders, processing your payments
To provide sales-related services to you, including dealing with your inquiries and requests, and providing warranty services
To market our products (where permitted by law), including administering loyalty programs, product improvement, market research, developing marketing strategies, administering marketing campaigns, and customizing your experiences at outlets that sell PMI products and at events
For us or our business partners to inform you of potential opportunities to get involved in marketing or promoting PMI products
To support all the above, including administering your accounts, enabling you to use PMI touchpoints, corresponding with you, managing your appointments with us or with someone supporting our products or services (for example, regarding a new product, or after-sales service), customizing your experiences of PMI touchpoints, and administration and troubleshooting
For business analytics and improvements, including improving PMI products, outlets and events, and the information that we (or our affiliates) provide to our customers
For other purposes that we notify you of, or will be clear from the context, at the point information about you is first collected

The legal basis for our use of information about you is one of the following (which we explain in more detail in the “find out more” section):

compliance with a legal obligation to which we are subject;
the performance of a contract to which you are a party;
a legitimate business interest that is not overridden by interests you have to protect the information;
where none of the above applies, your consent (which we will ask for before we process the information).

The purposes for which we use information about you, with corresponding methods of collection and legal basis for use, are:

Purpose

Method of collection and legal basis for Processing

Comply with regulatory obligations

· verify your age and status as a user of our products

This information is generally provided to us by you directly.

We use it because it is necessary for us to comply with a legal obligation to sell products only to adults, or, in countries where there is no such legal obligation, because we have a legitimate business interest to sell our products only to adults that is not overridden by your interests, rights and freedoms to protect information about you.

Sell our products

· fulfil your orders (including sending receipts)

· process your payments

· provide warranty services

This information is generally provided to us by you directly (typically, name, address, e-mail address, payment information).

We use it to discharge our contractual obligations to you as a buyer of our products.

Provide sales-related services

· deal with your inquiries and requests

· correspond with you

· general administration and troubleshooting

· administer loyalty programs

This information is generally provided to us by you directly.

We use it because we have a legitimate business interest in providing sales-related services to our customers that is not overridden by your interests, rights and freedoms to protect information about you.

Market our products (where permitted by law)

· understand your preferences (such as what products or events may interest you or may be better tailored to your needs) and, where permitted by law, market to you personally

· administer loyalty programs

· invite you to participate in, and administer, surveys or market research campaigns

· for market research

· develop marketing strategies

· administer marketing campaigns

· customize your experience of PMI touchpoints (for example, to personalize your visit, such as with greetings or suggestions that might interest you)

This will typically be a combination of information that you provide to us (for example, your name and contact and social media details); information that we collect automatically (for example, using technology to monitor use of PMI touchpoints) and (where permitted by law) information that we acquire from third parties (such as public social media posts).

We use it on the grounds that we have a legitimate business interest to market our products, to operate PMI touchpoints, and to customize your experiences, in these ways that is not overridden by your interests, rights and freedoms to protect information about you.

Market our products (where permitted by law)

· provide you with information about, and to manage, PMI affiliates, their promotions, products and services, outlets, events and the regulation of our products; and to develop and improve tools to pursue these purposes

This will typically be a combination of information that you provide to us (for example, your name and contact details, your social media handles); information that we collect automatically (for example, using cookies and similar technologies) and (where permitted by law) information that we acquire from third parties (such as public social media posts).

We use it on the grounds that we have a legitimate business interest to market these things that is not overridden by your interests, rights and freedoms to protect information about you.

In certain countries, where required by law, we will send you these materials in electronic format only with your consent.

Support for all the above purposes

· administering your accounts

· enabling you to use PMI touchpoints (for example, allowing you to remain logged in to sections of a touchpoint that are reserved for authorized users only, administering your language preference, associating your shopping cart with you)

· corresponding with you

· managing your appointments with us or with someone supporting our products or services (for example, regarding a new product, or after-sales service)

· enhancing your experiences

· administration and troubleshooting

This will typically be a combination of information that you provide to us (typically, name, password (or equivalent)) and information that we collect automatically (for example, information about your device, and cookies and similar tracking technologies).

We use it on the grounds that correspond to the purpose for using the information that we are supporting. For example, where we administer your account to support a purchase or to provide after-sales service, we use the information to discharge our contractual obligations to you as a buyer of our products; where we administer your account to show you our products, we are supporting marketing and so we use it on the grounds that we have a legitimate business interest to market our products that is not overridden by your interests, rights and freedoms to protect information about you, and so on.

Business analytics and improvements

· allowing us or our business partners to inform you of potential opportunities to get involved in promoting PMI products

· for business analytics and improvements (including for PMI products, outlets that sell PMI products, events, digital PMI touchpoints and the information that we (or our affiliates) provide to our customers)

This will typically be a combination of information that you provide to us; information that we collect automatically; and (where permitted by law) information that we acquire from third parties.

We use it on the grounds that we have a legitimate business interest to analyze and to improve our business performance, our products, PMI touchpoints, outlets and events, and to invite others to get involved in promoting PMI products, that is not overridden by interests, rights and freedoms to protect information about you.

Where we do not base our use of information about you on one of the above legal bases, we will ask for your consent before we process the information (these cases will be clear from the context).

In some instances, we may use information about you in ways that are not described above. Where this is the case, we will provide a supplemental privacy notice that explains such use. You should read any supplemental notice in conjunction with this notice.

Who do we share your information with, and for what purposes?

We may share information about you with:

PMI affiliates;
third parties who provide PMI affiliates or you with products or services;
PMI affiliates’ carefully selected business partners and advertisers (in areas connected with our products, or consistent with their style and image) so that they can contact you with offers that they think may interest you, in accordance with your preferences; and
other third parties, where required or permitted by law.

Sharing data with other PMI affiliates

Information about you will be shared with Philip Morris International Management SA (based in Lausanne, Switzerland), which is the place of central administration of personal data processing for PMI affiliates. Philip Morris International Management SA processes the information about you for all the purposes described in this notice.
Information about you may be shared with the PMI affiliate that is responsible for the country in which you live (if it wasn’t the PMI affiliate that first collected the information) for all the purposes described in this notice.
Information about you may be shared with any other PMI affiliate that you contact (for example, if you travel and you want to know where to buy PMI products in a new country, or where to find service or support for PMI products) in order to enhance our service to you.

Details of PMI affiliates and the countries in which they are established are available at www.pmi.com.

Sharing data with Third Parties

We may share information about you with third parties who provide PMI affiliates or you with products or services (such as advisers, payment service providers, delivery providers, retailers, product coaches, information services providers and age verification providers).
We may share information about you with PMI affiliates’ carefully-selected third party business partners and advertisers (in line with the kind of thing you might associate with our products, for example because they have similar or complementary image, style, or functionality) so that they can contact you with products, services and promotions that they think may interest you, in accordance with your preferences.
We may share information about you with other third parties, where required or permitted by law, for example: regulatory authorities; government departments; in response to a request from law enforcement authorities or other government officials; when we consider disclosure to be necessary or appropriate to prevent physical harm or financial loss or in connection with an investigation of suspected or actual illegal activity; and in the context of organisational restructuring.

Where might information about you be sent?

As with any multinational organisation, PMI affiliates transfer information globally. Accordingly, information about you may be transferred globally (if your information is collected within the European Economic Area, this means that your information may be transferred outside it).

When using information as described in this notice, information about you may be transferred either within or outside the country or territory where it was collected, including to a country or territory that may not have equivalent data protection standards.

For example, PMI affiliates within the European Economic Area (“EEA”) may transfer personal information to PMI affiliates outside the EEA. In all cases, the transfer will be:

on the basis of a European Commission adequacy decision;
subject to appropriate safeguards, for example the EU Model Contracts; or
necessary to discharge obligations under a contract between you and us (or the implementation of pre-contractual measures taken at your request) or for the conclusion or performance of a contract concluded in your interest between us and a third party, such as in relation to travel arrangements.

In all cases, appropriate security measures for the protection of personal information will be applied in those countries or territories, in accordance with applicable data protection laws.

How do we protect information about you?

We implement appropriate technical and organisational measures to protect personal information that we hold from unauthorised disclosure, use, alteration or destruction. Where appropriate, we use encryption and other technologies that can assist in securing the information you provide. We also require our service providers to comply with strict data privacy and security requirements.

How long will information about you be kept?

We will retain information about you for the period necessary to fulfil the purposes for which the information was collected. After that, we will delete it. The period will vary depending on the purposes for which the information was collected. Note that in some circumstances, you have the right to request us to delete the information. Also, we are sometimes legally obliged to retain the information, for example, for tax and accounting purposes.

Typically, we retain data based on the criteria described in the table below:

Type

Explanation/typical retention criteria

· marketing to you (including marketing communications) (if you use digital touchpoints and are contactable)

Most of the information in your marketing profile is kept for the duration of our marketing relationship with you; for example, while you continue to use digital touchpoints, or respond to our communications. However, some elements of your marketing profile, such as records of how we interact with you, naturally go out of date after a period of time, so we delete them automatically after defined periods (typically 3 years) as appropriate for the purpose for which we collected them.

· marketing to you (including marketing communications) (if you are no longer in contact with us)

This scenario is the same as the above, but if we don’t have any contact with you for a long period (typically 2 years), we will stop sending you marketing communications and delete your history of responses to them. This will happen, for example, if you never click through to an invitation to an event, log on to a digital touchpoint, or contact customer care, during that time. The reason is that in these circumstances, we assume you would prefer not to receive the communications.

· marketing to you (including marketing communications) (if you are not contactable)

If you have registered to receive marketing communications, but the information you give us to contact you doesn’t work, we will retain your details for a period of typically only 6 months to allow you to return and correct it.

· marketing to you (including marketing communications) (incomplete registrations)

If you commence registering yourself in a database, but do not complete the process (for example, if you don’t complete the age verification process, or you don’t accept the touchpoint’s terms of use), we will retain your details for only 6 months to allow you to return and complete the process.

· market research

If you are not registered with us for other purposes (e.g. marketing communications, warranty, customer care), and we use publicly available information about you in order to understand the market or your preferences, we will retain the information about you for a short period in order to perform the particular item of market research.

· purchases and warranty

If you purchase goods, we will retain details of this for so long as required to complete the sale, and to comply with any legal obligations (for example, for tax and accounting record-keeping purposes). If you also register for a warranty for a device, we will retain details of this for so long as relevant to the warranty.

· customer care

If you contact customer care, we will make a record of the matter (including details of your enquiry and our response) and retain it while it remains relevant to our relationship, for example if you need us to replace a device under warranty, or if your recent enquiries are relevant. Temporary records (for example, an automated recording of a telephone call in which you ask us to direct you to a retail outlet) may be relevant only until more permanent records are made, and will be retained only temporarily.

· system audit logs

System audit logs are retained typically for a period of only a few months.

· business analytics

Business analytics data is typically collected automatically when you use PMI touchpoints and anonymised/aggregated shortly afterwards.

What rights and options do you have?

You may have some or all of the following rights in respect of information about you that we hold:

request us to give you access to it;
request us to rectify it, update it, or erase it;
request us to restrict our using it, in certain circumstances;
object to our using it, in certain circumstances;
withdraw your consent to our using it;
data portability, in certain circumstances;
opt out from our using it for direct marketing; and
lodge a complaint with the supervisory authority in your country (if there is one).

We offer you easy ways to exercise these rights, such as “unsubscribe” links, or giving you a contact address, in messages you receive.

Some mobile applications we offer might also send you push messages, for instance about new products or services. You can disable these messages through the settings in your phone or the application.

The rights you have depend on the laws of your country. If you are in the European Economic Area, you will have the rights set out in the table below. If you are elsewhere, you can contact us (see the paragraph “who should you contact with questions?” at the end of this notice) to find out more.

Right in respect of the information about you that we hold

Further detail (note: certain legal limits to all these rights apply)

· to request us to give you access to it

This is confirmation of:

· whether or not we process information about you;

· our name and contact details;

· the purpose of the processing;

· the categories of information concerned;

· the categories of persons with whom we share the information and, where any person is outside the EEA and does not benefit from a European Commission adequacy decision, the appropriate safeguards for protecting the information;

· (if we have it) the source of the information, if we did not collect it from you;

· (to the extent we do any, which will have been brought to your attention) the existence of automated decision-making, including profiling, that produces legal effects concerning you, or significantly affects you in a similar way, and information about the logic involved, as well as the significance and the envisaged consequences of such processing for you; and

· the criteria for determining the period for which we will store the information.

On your request we will provide you with a copy of the information about you that we use (provided this does not affect the rights and freedoms of others).

· to request us to rectify or update it

This applies if the information we hold is inaccurate or incomplete.

· to request us to erase it

This applies if:

· the information we hold is no longer necessary in relation to the purposes for which we use it;

· we use the information on the basis of your consent and you withdraw your consent (in this case, we will remember not to contact you again, unless you tell us you want us to delete all information about you in which case we will respect your wishes);

· we use the information on the basis of legitimate interest and we find that, following your objection, we do not have an overriding interest in continuing to use it;

· the information was unlawfully obtained or used; or

· to comply with a legal obligation.

· to request us to restrict our processing of it

This right applies, temporarily while we look into your case, if you:

· contest the accuracy of the information we use; or

· have objected to our using the information on the basis of legitimate interest

(if you make use of your right in these cases, we will tell you before we use the information again).

This right applies also if:

· our use is unlawful and you oppose the erasure of the data; or

· we no longer need the data, but you require it to establish a legal case.

· to object to our processing it

You have two rights here:

(i) if we use information about you for direct marketing: you can “opt out” (without the need to justify it) and we will comply with your request; and

(ii) if we use the information about you on the basis of legitimate interest for purposes other than direct marketing, you can object to our using it for those purposes, giving an explanation of your particular situation, and we will consider your objection.

· to withdraw your consent to our using it

This applies if the legal basis on which we use the information about you is consent. These cases will be clear from the context.

· to data portability

If:

(i) you have provided data to us; and

(ii) we use that data, by automated means, and on the basis either of your consent, or on the basis of discharging our contractual obligations to you,

then you have the right to receive the data back from us in a commonly used format, and the right to require us to transmit the data to someone else if it is technically feasible for us to do so.

· to lodge a complaint with the supervisory authority in your country

Each European Economic Area country must provide for one or more public authorities for this purpose.

You can find their contact details here:

http://ec.europa.eu/justice/data-protection/bodies/authorities/index_en.htm

For other countries please consult the website of your country’s authority.

Country-specific additional points

According to which country you are in, you may have some additional rights.

If you are in France, you have the right to give us instructions regarding information we hold about you in the event of your death (specifically, whether we should store or delete it, and whether others should have the right to see it). You may:
issue general instructions to a digital service provider registered with the French data protection supervisory authority (called “CNIL”) (these instructions apply to all use of information about you); or
give us specific instructions that apply only to our use of information about you.

Your instructions may require us to transfer information about you to a third party (but where the information contains information about others, our obligation to respect also their privacy rights might mean that we can’t follow your instructions to the letter). You may appoint a third party to be responsible for ensuring your instructions are followed. If you do not appoint a third party in that way, you successors will (unless you specify otherwise in your instructions) be entitled to exercise your rights over information about you after your death:

in order to administer your estate (in which case your successors will be able to access information about you to identify and obtain information that could be useful to administer your estate, including any digital goods or data that could be considered a family memory that is transferable to your successors); and
to ensure that parties using information about you take into account your death (such as closing your account, and restricting the use of, or updating, information about you).

You may amend or revoke your instructions at any time. For further information on the processing of information about you in the event of your death, see Article 40-1 of the law 78-17 dated 6 January 1978. When you die, by default, you will stop using your account and we will delete information about you in accordance with our retention policies (see the paragraph “How long will information about you be kept?” for details).

Who should you contact with questions?

If you have any questions, or wish to exercise any of your rights, you can find contact details for the relevant PMI affiliate, and if applicable data protection officer, here. Contact details will also be given in any communications that a PMI affiliate sends you.

If your country has a data protection authority, you have a right to contact it with any questions or concerns. If the relevant PMI affiliate cannot resolve your questions or concerns, you also have the right to seek judicial remedy before a national court.

Changes to this notice

We may update this notice (and any supplemental privacy notice), from time to time. We will notify you of the changes where required by law to do so.

Last modified 27 March 2018.

TERMS OF USE

Updated: July 11, 2022

In general

Welcome to www.iqos.com ("Page"), a website owned or operated on behalf of PHILIP MORRIS ZAGREB, d.o.o. (hereinafter: "PM"). PM is a company registered in the Republic of Croatia, with its registered office in Zagreb, at Heinzelova ulica 70, 10 000 Zagreb, entered in the court register of the Commercial Court in Zagreb, MBS: 080174638, OIB: 88062025421, with a share capital of EUR 40.490,00, paid in full.

When logging in to the Page, you are required to read and agree to the terms and conditions set out below, which contain important information regarding your use of the Page (the "Terms of Use"). It is therefore recommended that you read these Terms of Use in their entirety, as they are fully binding on you. These Terms of Use apply to your use of the Page (in the form of a website or mobile application), regardless of the device with which you accessed and used the Page (eg desktop, tablet or smartphone).

This Page is intended exclusively for adult users of tobacco and nicotine products, who would otherwise continue to smoke or use other nicotine products, who are 18 years of age or older and who reside in the Republic of Croatia. This page contains information about products imported or placed on the market by PM ('PM Products'), which includes tobacco heating devices.

In order to access the Site, the visitor must confirm that he is an adult user of tobacco and / or nicotine products, that he is 18 years of age or older, that he resides in the Republic of Croatia and must accept these Terms of Use. If the user does not agree with the Terms of Use of the Page, he may not use the Page.

The Terms of Use of the Page are available on the Page. By visiting, continuing to use or registering on the Page is considered acceptance of the Terms of Use by the visitor. Changes to these Terms of Use will be posted on the Page and any further use of the Page after changes of the Terms of Use will be deemed acceptance of these changes by visitor.

Using tobacco products harms your health and causes addiction. More information is available at: https://www.pmi.com/our-business/about-us/our-views/health-effects-of-smoking-tobacco

Ownership and Modifications of the Page

The website www.iqos.com is a Page owned or operated on behalf of PHILIP MORRIS ZAGREB, d.o.o. (“PM”). PM is a company registered in the Republic of Croatia, with its registered office in Zagreb, at the address Heinzelova ulica 70, 10 000 Zagreb, registered in the court register of the Commercial Court in Zagreb, MBS 080174638, OIB: 88062025421, with share capital of EUR 40.490,00, paid in full.

The Page contains logos and other trademarks and official marks owned or licensed by PM. The Page may also contain trademarks or official third party tags. All trademarks are the property of their respective owners, and each visitor by using this Page agrees or undertakes not to use or display them in any way without the prior written consent of the applicable trademark owner. The content of the Page is protected by all relevant regulations relating to the protection of intellectual property in the Republic of Croatia and other countries.

The visitor acknowledges and expressly confirms that it does not have, nor will ever acquire, any right to any trademarks, marks, designs, or other rights used for, or found on, the products imported or placed on the market by PM and by its affiliates.

PM reserves the right to change, adjust, shorten, add and / or delete the Page or its contents, at any time, without leaving previous versions of the Page available.

Access, password

The Page is intended exclusively for adult users of tobacco and / or nicotine products, who would otherwise continue to smoke or use other nicotine products, who are 18 years of age or older and who reside in the Republic of Croatia. To access the Page, each visitor must first confirm their age, the fact that they are an adult user of tobacco and / or nicotine products and that they reside in the Republic of Croatia. To access all the information on the Page, the visitor must register by providing the necessary personal data and establishing a user password that will be reserved exclusively for that visitor / user. When registering, the visitor must also confirm that he has read the applicable Privacy Policy (PMI Consumer Privacy Notice / Cookie Notice). In the text, the term "user" means a visitor who has successfully completed the registration process.

The user password is strictly confidential and the user must not share it with anyone else. The purpose of this measure is to prevent unauthorized use of the Page by third parties, especially those who do not meet the conditions and are not authorized to use the Page.

All users must immediately notify PM when they have reason to believe (i) that someone is aware of his / her user password or (ii) that there is a risk of his / her user password being used in an unauthorized manner. Each user is responsible for any subsequent use of his / her user password. Any liability of PM for damages resulting from the use of the user's user password in an unauthorized manner is excluded.

You may not use someone else's user password or user account. You may not attempt to gain unauthorized access to the Page. If you try to do so, or help others do the same, or share instructions, programs, or tools for that purpose, we will exclude your account. We may also suspend or delete your account if anyone other than you uses it.

Use of the Page

The Page and all its content are provided exclusively for non-commercial and informative use, does not constitute a product recommendation and is not intended to encourage the purchase of products. The Page is not operated for advertising, promotion or marketing purposes. Use of the Page or its content, in particular reproduction, presentation, sharing, communication, circulation, distribution, exchange or licensing, sale or any other use of the Page and / or its content, texts, parts of text, images or animated images, sound data, software, as well as any other data or information, is expressly prohibited without the prior written consent of PM.

You may not use the Page for any other purpose without our prior written consent. For example, you may not (nor may you allow third parties to do so) (i) jointly brand this Page; (ii) display this Page within a box on another page; or (iii) link to this Page, without our prior written consent. In the context of these Terms of Use, "joint branding" means displaying the name, logo, trademark or other recognition or identifying marks of any party in a manner for which there is a reasonable opinion that the user may feel that the party has the right to display, publish or distribute this Page or its content or which could lead the user to the wrong conclusion about the nature of the relationship between us and another party.

The existence of this Page and your use of the Page must not be used in any way to give the impression of a link, partnership, joint venture, relationship between the principal and his agent or employer and employee between us and you.

There is a possibility that the Page contains certain information that is not necessarily updated and is provided only as a notice. We reserve the right to change the content of the Page at any time, but we are under no obligation to update any information on this Page. By using the Site, you agree that it is your responsibility to monitor changes of the Page.

We reserve the right to interrupt the regular operation of the Page or part of the Page for the purpose of regular or extraordinary maintenance, correction of errors or to make other changes.

Web shop on the Page and its use

On the Page you will be able to use the online shop service related to the sale of products at a distance, which refers to certain products that are imported or placed on the market by PM and which are available on the market of the Republic of Croatia for sale.

The online shop is intended exclusively for registered users, who have been determined to be over 18 years of age.

In case the registered user (customer) did not pass the age verification before buying the product, ie it is not unequivocally determined that he is older than 18, by purchasing the product through the online shop the customer agrees to be contacted by a company hired by PM for digital verification. via video call). The customer will be contacted after the order and before the delivery of the product. The trader will ask the customer/buyer, who he considers to be under 18 years of age, to prove his age with an appropriate document. If the customer does not prove that he is of legal age, the trader will refuse to sell the requested product, ie the product will not be delivered to the customer after the purchase and the sales contract between the customer and the trader will be terminated.

The organization, management and sale of products at a distance, as well as their entire distribution through the online shop on the Page is performed by ORBICO d.o.o. za trgovinu, a company registered in the Republic of Croatia, with its registered office in Zagreb, at the address Koturaška Cesta 69, 10 000 Zagreb, entered in the court register of the Commercial Court in Zagreb, MBS 080234144, OIB: 85611744662. ORBICO d.o.o. for trade is considered a seller or trader in relation to the enabled service of selling products in the online shop located on the Page. The contact details of the trader are as follows: ORBICO d.o.o. za trgovinu, Koturaška Cesta 69, 10 000 Zagreb, no. phone: +385 1 3444 800, e-mail: info.hr@orbico.com.

All relevant information on the sale of products through the online shop, please read the Terms of Sale (hereinafter: Terms of Sale), published by the trader on the Page. The Terms of Sale regulate mutual obligations and rights to purchase or the sale of products between the customer and the seller / trader. The seller / trader sells and delivers the products only in accordance with the published Terms of Sale.

The Terms of Sale apply to all relations between the seller / trader, who is also the supplier of the products, and the customers, arising from the concluded sales contracts.

Read the Terms of Sale highlighted on the Page because it is considered that you have accepted them by ordering or purchasing the product.

The display of products in the online shop is not a legally binding offer but only a non-binding online catalog.

The customer/buyer is responsible for the selection of products and the correct execution of the order through the online shop. It is explicitly pointed out that the data on the Page and in the online shop do not constitute a proposal for concluding a contract with a potential buyer. The online shop provides information about products and their availability and prices, and based on this information, the customer can order the product on their own initiative and discretion.

The trader nor PM are not responsible in the event that the customer does not receive or receive insufficient information regarding the order due to an error or inaccuracy in the contact information provided by the customer.

The trader nor PM are not responsible if the customer has not received the order or it is not possible to contact him due to insufficient / incorrect information provided by the customer during the order.

Delivery of purchased products will be made exclusively to the customer, and the customer will have to prove their identity at the time of delivery. The trader will (via courier) refuse to deliver the purchased products in case it is not confirmed that the purchased products are taken over by the customer or that the customer is not a person older than 18 years. In this case, the trader or courier will refuse to deliver the order, and the sales contract is automatically terminated.

In all cases of automatic termination of the online sales contract, the products are returned to the trader. In case the customer has paid the price for the product, the trader returns the amount paid to the trader within 14 days of receiving the returned products by the courier service, using the same means of payment (payment method) used by the customer for the initial transaction, unless the customer agrees in a different way of payment.

The trader is not liable in the event that the customer is charged bank fees or commissions from the bank / financial institution that serves him, due to the above-mentioned inability to deliver the product due to the fault of the customer. The trader is not responsible for fees and additional shipping costs charged by the courier to the customer due to inability to deliver the order to the customer and return to the trader (eg responsible storage fee by courier if the product is not received on the delivery date or other fees if applicable).

PM and the tracer make every reasonable effort to provide the necessary and satisfactory customer support for product-related customers. In case of any questions related to the products after the sale, the customer can contact the Customer Support Center at 0800 9153 or by e-mail at contact.hr@iqos.com.

Use of tobacco and nicotine products

PM products are designed only for adult users of tobacco and nicotine products, who would otherwise continue to smoke or use other nicotine products. PM products contain nicotine, an addictive substance. Nicotine-containing products should not be used by pregnant or breastfeeding women, or by persons in poor health. PM products are not allowed to buy or use persons (i) under the age of 18 or, (ii) if the age limit set by local law for the purchase of tobacco products is over the age of 18, persons who have not exceeded the age limit set by law. Although we apply high standards in the production of PM products, you confirm that you use PM products at your own risk.

PM PRODUCTS ARE NOT RISK-FREE AND THE PERMANENT DISCONTINUATION OF TOBACCO PRODUCTS IS THE BEST WAY TO REDUCE THE HEALTH RISKS RELATED TO TOBACCO USE.

IF YOU DO NOT AGREE TO THESE TERMS OF USE, YOU MAY NOT USE THIS PAGE.

Linkage

The Page may include links to third party websites. These links are provided so that you can use them only if you wish. As we have no control over these pages and do not review their content, please note that:

- we do not endorse them, are not responsible for them and do not make promises related to them: we are not particularly responsible for the conditions under which these sites are made available, nor for their privacy practices, their availability, their content, advertisements, products or others materials, services or information available on or from them and

- If you access one of these sites, you do so at your own risk.

You may not use links or in-depth links to link this Page to any other website, or to embed portions of the content of other websites on this Page.

Privacy and Cookies

In order to create an account on the Page, you must share with us certain personal data required for registration. The protection of personal data is a priority of PM. We apply all appropriate technical and organizational measures for the protection of personal data to prevent unauthorized disclosure, access, use, alteration or destruction of personal data. Before logging in to the Page, in addition to the Terms of Use, please read our Consumer Privacy Notice as well as the Cookie Notice. The PMI Consumer Privacy Notice explains and lets you know more about what personal data we collect about you, how we use it, who we share it with, how we protect it, what your rights are, and how you can use it. You have the right at any time to request access, correction, deletion of data, restriction of processing or objections to the processing of data and exercise the right to portability of data contained in the PM database, by e-mail to privacy.pmz@pmi.com or mail to the address PHILIP MORRIS ZAGREB d.o.o., Heinzelova 70, 10000 Zagreb. You also have the right to complain to the competent authority, the Personal Data Protection Agency. You can request all further necessary information regarding the protection of personal data directly from the PM that disposes of them, via the above addresses, which we will satisfy as soon as possible. We process your personal data in accordance with the relevant legal regulations.

Our Privacy Policy (“PMI Consumer Privacy Notice”) covers the measures and procedures we apply to the processing, collection, use, transfer and other processing of your personal data that we have received or collected from you within the Page (including our policy about use of cookies).

This Page also uses cookies and similar technologies to automatically collect certain information about visitors and provide you with the best user experience. To learn more about such technologies (including Google Analytics cookies), the types of cookies we use, how we use them, the way cookies work, how you can accept or reject them, please read our Cookie Notice.

PM reserves the right to amend the PMI Consumer Privacy Notice as well as the Cookie Notice at any time.

Disclaimer

Although we strive to provide you with an informative Page that you will be happy to use, the Page is made available for use in its current state, unless expressly provided otherwise in the Terms of Use. This means that, in relation to the Page, we do not bear any responsibility towards you (in accordance with the "Limitation of Liability" section below). It is your responsibility, not ours, to ensure that the Page corresponds to your intended use.

With this in mind, we disclaim any responsibility for the suitability or adequacy of the Page to meet your needs and exclude all express or implied promises, including but not limited to:

- that access to the Page will be uninterrupted and error-free;

- that the Page or the computer server on which it is located has been cleaned of viruses or other harmful components; and

- responsibility for the correctness, content, timeliness, completeness, reliability, quality or suitability of any content published on the Page or made available through or in connection with the Page.

Please note that there are certain implied promises (which in legal terms are often called "guarantees") that we must not exclude by law.

You download the content from the Page at your own discretion and at your own risk. You are responsible for any damage caused to your computer (or any other device), or for loss of data due to downloading the disputed content and using of the Page. Furthermore, you assume all potential costs of any servicing, repairs or troubleshooting.

Also, we do not guarantee that the Page and its content are free of errors or omissions and do not give any express or implied warranties, conditions, promises or guarantees that the content of the Page is accurate, complete or up to date.

Any use of the Page is solely at the risk of the visitor or the user.

Limitation of Liability

Nothing in these Terms of Use excludes or limits our liability for malicious conduct or gross negligence, or any other type of liability that may not be excluded or limited by law.

We shall not be liable to you for any loss or damage resulting from a computer virus, denial of service attack (DDoS) or other harmful technology that may infect your computer equipment, software, data or other private property resulting from your use of the Page (including access to the content in question on or through the Page) or any other related site.

You are aware of and acknowledge that neither we nor our representatives, affiliates or third parties providing certain content will be held liable for any direct, indirect, incidental, special, consequential or punitive / misdemeanor damages or indemnity, or any damages related to or resulting from your use or inability to use the Page or any actions we take or fail to take after communicating with you. This includes damages for errors, omissions, irregularities, interruptions, deficiencies, delays, loss of profits, loss of data, unauthorized access to or alteration of your publications and data, and all other tangible and intangible losses.

You are also aware of and acknowledge that the operation of the Page depends on the proper and efficient functioning of the Internet, or equipment and services provided by third parties (including your device and Internet browser) and we make no warranties in this regard nor can we be held responsible.

Please note that the Page is for informational purposes only. We will not be liable for any special, indirect, punitive or consequential losses or damages, or for any loss of data, profits, receipts, business opportunities or reputation.

If you cause technical difficulties on the Page or the systems by which the Page is displayed to you or others, you assume all responsibility for any losses, obligations, costs, damages and compensations, including legal fees and costs of court proceedings, arising out of or in connection with difficulties you provoked.

Compensation

Any visitor or user who causes technical damage to the Page or the system transmitting the Page shall be liable for all damages, including reasonable legal costs and legal costs arising from or resulting from the damage.

Changes to the Terms of Use

PM reserves the right, in its sole discretion, to amend, add or remove these Terms of Use in whole or in part at any time. Changes to the Terms of Use will take effect when such changes are posted on the Page. Further use of the Page by any visitor or User following changes to these Terms of Use will be deemed acceptance of those changes.

Jurisdiction and applicable law

The laws of the Republic of Croatia apply to these Terms of Use and to any use of the Page. The courts of the Republic of Croatia have exclusive jurisdiction over all disputes arising in connection with this Page or its Terms of Use.

Other important rights we have under these Terms of Use

We may transfer our rights and obligations under these Terms of Use to another organization, but this will not affect your rights under these Terms.

Failure to insist that you fulfill any of our obligations under these Terms of Use or if we do not exercise our rights vis-à-vis you or if we do so with delay does not mean that we have waived our right to act against you for violating the Terms of Use or that you do not have to comply your obligations under the Terms of Use. If we choose to waive our right to act against you for failure to meet or violate these Terms of Use, we will only do so in writing.

Each paragraph of these Terms applies separately. This means that if a court or other competent authority decides that one of the items is illegal, inadmissible or unenforceable, the remaining paragraphs remain fully valid and produce legal effects.

These Terms of Use are designed to give rights only to you and us.

Contact

For all questions about the Terms of Use, please contact us at the toll-free customer Call center number 0800 9153, send an e-mail to contact.hr@iqos.com or write to us at PHILIP MORRIS ZAGREB, d.o.o., Heinzelova 70, 10 000 Zagreb.

TERMS OF SALE

Published: July 11, 2022

Updated: September 12, 2025

In general

Using tobacco products harms your health and causes addiction. More information is available at: https://www.pmi.com/our-business/about-us/our-views/health-effects-of-smoking-tobacco

Ownership and Modifications of the Page

PM reserves the right to change, adjust, shorten, add and / or delete the Page or its contents, at any time, without leaving previous versions of the Page available.

Access, password

Use of the Page

We reserve the right to interrupt the regular operation of the Page or part of the Page for the purpose of regular or extraordinary maintenance, correction of errors or to make other changes.

Web shop on the Page and its use

The online shop is intended exclusively for registered users, who have been determined to be over 18 years of age.

The Terms of Sale apply to all relations between the seller / trader, who is also the supplier of the products, and the customers, arising from the concluded sales contracts.

Read the Terms of Sale highlighted on the Page because it is considered that you have accepted them by ordering or purchasing the product.

The display of products in the online shop is not a legally binding offer but only a non-binding online catalog.

Use of tobacco and nicotine products

PM PRODUCTS ARE NOT RISK-FREE AND THE PERMANENT DISCONTINUATION OF TOBACCO PRODUCTS IS THE BEST WAY TO REDUCE THE HEALTH RISKS RELATED TO TOBACCO USE.

IF YOU DO NOT AGREE TO THESE TERMS OF USE, YOU MAY NOT USE THIS PAGE.

Linkage

- If you access one of these sites, you do so at your own risk.

You may not use links or in-depth links to link this Page to any other website, or to embed portions of the content of other websites on this Page.

Privacy and Cookies

In order to create an account on the Page, you must share with us certain personal data required for registration. The protection of personal data is a priority of PM. We apply all appropriate technical and organizational measures for the protection of personal data to prevent unauthorized disclosure, access, use, alteration or destruction of personal data. Before logging in to the Page, in addition to the Terms of Use, please read our Consumer Privacy Notice as well as the Cookie Notice. The PMI Consumer Privacy Notice explains and lets you know more about what personal data we collect about you, how we use it, who we share it with, how we protect it, what your rights are, and how you can use it. You have the right at any time to request access, correction, deletion of data, restriction of processing or objections to the processing of data and exercise the right to portability of data contained in the PM database, by e-mail to privacy.pmz@pmi.com or mail to the address PHILIP MORRIS ZAGREB d.o.o., Heinzelova 70, 10000 Zagreb. You also have the right to complain to the competent authority, the Personal Data Protection Agency. You can request all further necessary information regarding the protection of personal data directly from the PM that disposes of them, via the above addresses, which we will satisfy as soon as possible. We process your personal data in accordance with the relevant legal regulations.

PM reserves the right to amend the PMI Consumer Privacy Notice as well as the Cookie Notice at any time.

Disclaimer

With this in mind, we disclaim any responsibility for the suitability or adequacy of the Page to meet your needs and exclude all express or implied promises, including but not limited to:

- that access to the Page will be uninterrupted and error-free;

- that the Page or the computer server on which it is located has been cleaned of viruses or other harmful components; and

Please note that there are certain implied promises (which in legal terms are often called "guarantees") that we must not exclude by law.

Any use of the Page is solely at the risk of the visitor or the user.

Limitation of Liability

Nothing in these Terms of Use excludes or limits our liability for malicious conduct or gross negligence, or any other type of liability that may not be excluded or limited by law.

Compensation

Changes to the Terms of Use

Jurisdiction and applicable law

Other important rights we have under these Terms of Use

We may transfer our rights and obligations under these Terms of Use to another organization, but this will not affect your rights under these Terms.

These Terms of Use are designed to give rights only to you and us.

Contact

For all questions about the Terms of Use, please contact us at the toll-free customer Call center number 0800 9153, send an e-mail to contact.hr@iqos.com or write to us at PHILIP MORRIS ZAGREB, d.o.o., Heinzelova 70, 10 000 Zagreb.

Information about IQOS devices as connected products pursuant to the EU Regulation 2023/2854 of the European Parliament and of the Council of 13 December 2023 (the “EU Data Act”)

Device Data

The types of data that IQOS devices are capable of generating during their lifecycle (“Device Data”) are the following:

Product technical data, which may include technical information for example regarding battery use, error readings, heating duration and the number of times you clean your device;
Device usage data, which may include information related to the use of consumables (tobacco sticks specially designed for IQOS ILUMA devices) for example, the number of puffs you take, the number of experiences and the duration of these events.

The volume of Device Data that IQOS devices are capable of generating may vary based on various factors which include data types, type of events recorded (e.g., errors and experiences), and device memory. For example, it is estimated that IQOS devices may generate approximately 140 bytes of data per experience.

Device Data that IQOS devices are capable of generating is stored on device only and is only transferred to our servers if you choose to share it with us. The duration of retention is outlined in our Privacy Notice [AS1] (see section “How long will information about you be kept?”).

Device Data may be organized in formats like Microsoft Excel and made available to you, upon your request, if you choose to share your Device Data through, for example, the IQOS app (for IQOS devices only and only available in selected countries) or during after-sales services (such as firmware updates). If you choose not to share Device Data with us, you will not be able to receive any Device Data that you request.

How to contact us

If you wish to request access, retrieval or erasure of your Device Data, please submit your request using one of the following contact methods:

Phone number: 0800 9153

E-mail address: contact.hr@iqos.com

Information about Lil devices as connected products pursuant to the EU Regulation 2023/2854 of the European Parliament and of the Council of 13 December 2023.

Lil devices

The data that Lil devices are capable of generating during their lifecycle includes, for example, the number of experiences and the duration of each experience (“Device Data”). Such Device Data is stored only on-device and it is not “readily available” to PMI or any third parties. Lil devices do not provide such data to be stored or transmitted outside the device itself.

Company information:

We are Philip Morris Zagreb d.o.o., a subsidiary of Philip Morris International Inc.

Philip Morris Zagreb d.o.o.

Seat: Zagreb, Heinzelova 70

Unique identification number (OIB): 88062025421

Registered at the Commercial Court in Zagreb, MBS 080174638, with a share capital of EUR 40.490,00, paid in full

Raiffeisenbank Austria d.d. Zagreb IBAN: HR5124840081103117284

IQOS podrška i pogodnosti

Uvjeti za sudjelovanje i korištenje IQOS podrške i pogodnosti

Ažurirano: siječanj 2026.

1. Primjenjivost uvjeta

1.1 Ovi se uvjeti (Uvjeti) primjenjuju na pružanje postprodajne podrške kupcima/potrošačima i pružanje usluga korisničke podrške opisanih u odjeljcima od 4. do 7. niže (Usluge). Pažljivo pročitajte ove Uvjete jer utječu na vaša zakonska prava i uređuju vaš odnos s društvom PHILIP MORRIS ZAGREB d.o.o. (Philip Morris).

1.2 Ispunjavate uvjete za korištenje i pružanje Usluga s naše strane samo u sljedećim slučajevima: (i) korisnik ste IQOS i/ili lil uređaja uređaja stariji od 18 godina i registrirani ste u našoj korisničkoj bazi kao korisnik IQOS i/ili lil uređaja; i (ii) imate prebivalište u Republici Hrvatskoj, (iii) registrirali ste uređaj koji ispunjava uvjete na način opisan u odjeljku 2.1 (Uređaj) u našu korisničku bazu na stranici iqos.com, putem poziva korisničkoj službi, kod IQOS stručnjaka ili na IQOS prodajno-servisnom mjestu koje omogućuje registraciju.

1.3 Korištenjem bilo koje od Usluga pristajete na ove Uvjete. Također, ako registrirate drugi Uređaj ili ako promijenimo ove Uvjete te nakon toga upotrijebite bilo koju od Usluga, pristajete na ove Uvjete. Vaše se prihvaćanje ovih Uvjeta odnosi na vašu zemlju prebivališta prema našoj korisničkoj bazi i podataka koje ste pružili.

1.4 Ako se ne slažete s ovim Uvjetima (ili ih se ne možete pridržavati), ne smijete upotrebljavati Usluge.

1.5 Ne smijete izmijeniti ove Uvjete, osim ako za to ne primite izričito pisano odobrenje društva Philip Morris.

1.6 Vaša upotreba Usluga podložna je našim pravilima i možemo odbiti vašu prijavu za upotrebu ili otkazati vaše pravo na upotrebu Usluga iz bilo kojega razloga, uključujući kršenje ovih Uvjeta.

1.7 Također, zadržavamo pravo na izmjenu ovih Uvjeta i usluga unutar IQOS podrške i pogodnosti uz obavijest o tome u bilo kojemu trenutku, a koja obavijest će biti navedena na iqos.com u odjeljku Otkrijte IQOS podršku i pogodnosti. Ako se ne slažete s takvim izmjenama, možete u svakom trenutku prestati koristiti IQOS podrške i pogodnosti. Ako nakon promjene Uvjeta upotrijebite IQOS podrške i pogodnosti, pristajete na Uvjete.

2. Uključeni uređaji u Usluge / Registracija

2.1 Svi modeli IQOS odnosno lil uređaji proizvedeni ili stavljeni na tržište od strane kompanije Philip Morris uključeni su u mogućnost korištenja IQOS podrške i pogodnosti (osim u slučaju Slučajnog oštećenja, pogledajte niže 2.4.).

2.2 Od 2. lipnja 2025. mogućnost korištenja Usluge Slučajnog oštećenja dostupna je samo za IQOS ILUMA i PRIME uređaje kupljene nakon navedenog datuma koji su registrirani u bazi Philip Morris Zagreb unutar 30 dana od datuma kupnje.

2.3 Uređaj mora imati čitljiv i važeći serijski broj.

2.4 Prilikom registracije u korisničku bazu morate pružiti sve potrebne obvezne informacije na točan i potpun način i održavati te informacije ažurnima. Ako ne ispunite obvezna polja u obrascu za registraciju (primjerice dob, status pušača, adresu e-pošte i/ili broj telefona), vaša registracija neće biti prihvaćena. Ako pružite netočne ili nepotpune informacije, Philip Morris zadržava pravo odbiti vam pružanje Usluga za koje je potrebno biti registrirani korisnik, bez obavijesti.

2.5 Možete poništiti registraciju svog Uređaja u bilo kojem trenutku, kao što Uređaj možete i ponovno registrirati kada želite. Usluge koje su namijenjene isključivo korisnicima koji imaju registriran Uređaj ne možete koristiti u vremenu kada vaš Uređaj nije registriran.

2.6 Vaša upotreba Usluga povezana je s vašom zemljom prebivališta. Budući da su Usluge dostupne samo u određenim zemljama, ako promijenite zemlju prebivališta, a Usluge nisu dostupne u zemlji prebivališta, nećete moći koristiti Usluge.

3. Trajanje i prestanak

3.1 Vaše sudjelovanje i korištenje IQOS podrške i pogodnosti počinje na dan prihvaćanja ovih Uvjeta. Za ostvarivanje usluga iz 4. - 6. poglavlja te pod člancima 7.1, 7.2, 7.3, 7.5 i 7.7 ovih Uvjeta morate biti registrirani korisnik. Preostala prava iz ovih Uvjeta sudjelovanja prestaju kad odlučite prestati prihvaćati ove Uvjete ili u ostvarenju podrške i pogodnosti ne poštujete Uvjete, kada mi prestanemo pružati određene usluge unutar IQOS podrške i pogodnosti ili kad više ne ispunjavate utvrđene kriterije za ostvarenje predmetnih usluga.

3.2 Philip Morris smije prekinuti vaše korištenje i sudjelovanje u IQOS podršci i pogodnostima s neposrednim učinkom ako prekršite ove Uvjete.

4. Produljeno jamstvo za IQOS uređaje

4.1 Ako u roku od 30 dana od kupnje Uređaja registrirate svoj Uređaj, ostvarujete pravo na jednu dodatnu godinu jamstva za IQOS uređaj u skladu s uvjetima navedenim u članku 4.2. Svi Uređaji kupljeni na stranici iqos.com automatski se povezuju s vašim korisničkim profilom odnosno registriraju.

4.2 Produljeno jamstvo dostupno je za IQOS ILUMA i PRIME, IQOS ILUMA i te IQOS ILUMA i ONE uređaje. Produljeno jamstvo za IQOS ILUMA uređaje dostupno je samo za IQOS ILUMA verziju uređaja kupljenu nakon 2. lipnja 2025., dok isto nije primjenjivo za ostale IQOS ILUMA uređaje.

4.3 Komercijalno jamstvo za IQOS uređaj i produljeno jamstvo za IQOS uređaj dodatna su prava koja imate uza sva prava i pravna sredstva propisana zakonodavstvom i ni na koji način ne utječu na njih.

4.4 Informacije o produljenom jamstvu za IQOS uređaje i iznimke od jamstva navedeni su na dokumentu o jamstvu koji se nalazi u pakiranju uređaja i/ili na linku https://hr.iqos.com/hr/usluge/podrska/jamstvo-zamjena.

5. Slučajno oštećenje

5.1 Ako vaš uređaj ILUMA i PRIME bude slučajno oštećen na način da mu je narušena funkcionalnost, a uzrok nije vaše neispravno korištenje ili neodgovorno ponašanje (Slučajno oštećenje), možda ispunjavate uvjete za jednu zamjenu Uređaja (ili džepnog punjača ili držača) u skladu s člankom 5.

5.2 Oštećeni Uređaj (uključujući sve dijelove) trebate predati društvu Philip Morris i dobit ćete zamjenski Uređaj istoga tipa, jednako vrijedan novome Uređaju u smislu radnih značajki i pouzdanosti. Ako zamjenski Uređaj istoga tipa nije dostupan, u zamjenu ćete dobiti Uređaj koji spada u istu kategoriju i koji je barem funkcionalno jednako vrijedan. Philip Morris zadržava sve zamijenjene Uređaje. Ako je oštećen samo dio Uređaja, npr. držač ili džepni punjač, zamijenit će se samo oštećeni dio, a Philip Morris zadržat će samo zamijenjeni dio Uređaja. Philip Morris zadržava sve zamijenjene Uređaje i isti korištenjem ove Usluge odnosno zamjenom postaju vlasništvo Philip Morrisa na što pristajete korištenjem ove Usluge i niste u mogućnosti dobiti povrat starog uređaja (ili njegove dijelove) odnosno uređaja kojeg ste predali u svrhu zamjene kao oštećeni uređaj. Ova Usluga primjenjuje se samo za vrijeme primjene komercijalnog jamstva na vaš registrirani Uređaj.

5.3 Ograničenja programa zamjene prilikom Slučajnog oštećenja

(a) Morate primijeniti sve razumne predostrožnosti za zaštitu svojega Uređaja te koristiti i održavati Uređaj u skladu s uputama i korisničkim vodičem. Ako to ne učinite, nemate pravo na zamjenski Uređaj.

5.4 Ograničeni ste na jedan zamjenski Uređaj po Slučajnom oštećenju za svaki registrirani Uređaj. Nakon prve zamjene, pokriće iz ove Usluge u vašoj zemlji prebivališta, kao i povezana brza zamjena, prestaju vrijediti. No i dalje imate pravo na ostale Usluge za svoj Uređaj tijekom čitavoga trajanja vašega članstva (odnosno za određene Usluge tijekom razdoblja pokrivenoga jamstvom za registrirani Uređaj).

(a) Nemate pravo na zamjenski Uređaj ako je Slučajno oštećenje nastalo prije datuma početka pružanja Usluga u vašoj zemlji prebivališta ili ako je neka od sljedećih okolnosti prisutna:

(i) proizvod koji nije Uređaj koji ispunjava uvjete za zamjenu u skladu s popisom u odjeljku 2.1.

(ii) šteta prouzročena neispravnom upotrebom, stvarnom ili pokušanom modifikacijom ili izmjenom Uređaja, prenaponom

(iii) Uređaji s izmijenjenim, oštećenim ili uklonjenim serijskim brojem

(iv) Uređaji koji su otvoreni, servisirani, modificirani ili izmijenjeni na način koji društvo Philip Morris nije dopustilo

(v) gubitak ili krađa vašega Uređaja

(vi) površinska šteta na Uređaju koja ne utječe na njegovu funkcionalnost, a koja uključuje, ali nije ograničena na vrlo tanke pukotine, ogrebotine, udubljenja, slomljenu plastiku na priključcima ili promjenu boje

(vii) oštećenje ili kvar prouzročeni redovnom upotrebom Uređaja

(viii) neispravno rukovanje, oštećenje u požaru, poplavi ili prirodnoj katastrofi, ratu, terorizmu ili nastupu više sile

(ix) kvar zbog upotrebe s nekompatibilnim proizvodom

(x) oštećenje ili kvar prouzročeni upotrebom suprotnom načinu upotrebe opisanome u Uputama za upotrebu uređaja

(xi) kvar zbog neispravnosti materijala i/ili izrade i/ili dizajna; no takav kvar može biti pokriven odvojeno, vašim potrošačkim pravima ili jamstvom za IQOS uređaje koje je dodatno i kojim se ne dovode u pitanje sva prava i pravna sredstva propisana zakonima o zaštiti potrošača u državi kupnje.

5.5 Podnošenje zahtjeva ako se radi o Slučajnom oštećenju

(a) Trebate:

(i) podnijeti zahtjev društvu Philip Morris putem Centra za korisničku podršku ili na IQOS prodajno-servisnim mjestima što je prije moguće, a ne kasnije od 14 dana nakon što Vaš uređaj bude slučajno oštećen te uključiti sljedeće informacije: (1) serijski broj Uređaja o kojemu je riječ, (2) opis simptoma, poteškoća ili uzroka štete na Uređaju, (3) poruke s greškom i (4) radnje koje su se odvile prije nego su se pojavili poteškoće s Uređajem te korake koje ste poduzeli kako biste riješili poteškoću

5.6 ako je omogućeno, pratiti upute o pakiranju i slanju poštom koje Philip Morris pruži za slanje Uređaja društvu Philip Morris

(a) na drugi se način pridržavati procesa autorizacije vraćenih Uređaja društva Philip Morris.

(b) Zahtjev također možete podnijeti pozivom na broj Centra korisničke podrške 0800 9153 za svoju zemlju prebivališta uz navođenje istih informacija koje su navedene u članku 5.4.(a).

5.7 Društvu Philip Morris ne smijete slati proizvode i dodatke koji nisu uključeni u ovu Uslugu zamjene prilikom Slučajnog oštećenja. Ako pošaljete takve predmete društvu Philip Morris, neće biti vraćeni te će biti uništeni.

(a) Philip Morris odredit će imate li pravo na zamjenski Uređaj u skladu s ovim Uvjetima. Ako imate pravo na zamjenski Uređaj, on će vam biti dostavljen na sljedeći način:

(b) na prodajnome mjestu: Možete vratiti Uređaj u kvaru u IQOS prodajno-servisno mjesto koje sudjeluje u ovome programu, a tamo ćete dobiti i zamjenu.

6. Međunarodna podrška

6.1 Kada putujete u države u kojima Philip Morris, njegova povezana društva ili ovlašteni partneri stavljaju IQOS na tržište (osim Sjedinjenih Američkih Država), dostupan vam je međunarodni broj +800 2559 2559 koji možete nazvati bez naknade (na nekim se mjestima može naplaćivati). Ta usluga uključuje pomoć iskusnih agenata u rješavanju problema te, ako je potrebno, zamjenu vašeg Uređaja u slučaju (i) Slučajnog oštećenja u skladu s ovim Uvjetima ili (ii) poteškoća s uređajem definiranih u smislu materijala ili izrade ako se Uređaj upotrebljava u skladu s uputama za upotrebu uređaja.

6.2 Mogućnosti usluge, dostupnost Uređaja te vrijeme odziva i dostave ovise o državi. Ova usluga ne utječe na vaša zakonska prava i prava iz jamstva za vaš Uređaj koja vrijede u državi kupnje.

6.3 Ograničenja Međunarodne podrške

(a) Ograničenja iz članka 5.3 (Ograničenja) primjenjuju se na zamjenu kod Slučajnog oštećenja u okviru Međunarodne podrške.

(b) Sljedeći slučajevi nisu obuhvaćenim zamjenom u slučaju poteškoća s Uređajem u smislu materijala ili izrade ako se Uređaj upotrebljava u skladu s Uputama za upotrebu uređaja:

(i) oštećenja prouzročena redovnom upotrebom/trošenjem

(ii) površinska oštećenja (poput ogrebotina, udubina i slomljene plastike)

(iii) oštećenja uzrokovana neispravnom upotrebom, prenaponom, neprikladnim rukovanjem ili vatrom

(iv) kvar zbog upotrebe s nekompatibilnim proizvodom

(v) oštećenja ili kvarovi prouzročeni pokušajem korisnika ili tehničkoga servisera kojega proizvođač nije ovlastio da otvori, izmijeni ili popravi Uređaj

(vi) oštećenja ili kvarovi prouzročeni upotrebom suprotnom načinu upotrebe opisanome u uputama za upotrebu uređaja.

6.4 Podnošenje zahtjeva za Međunarodnu podršku

(a) Trebate:

6.5 podnijeti zahtjev pozivom Centru za korisničku podršku na broj +800 2559 2559 što je prije moguće, a svakako u roku od jednog dana nakon što vaš Uređaj pretrpi Slučajno oštećenje ili nakon nastupanja poteškoća s Uređajem u smislu materijala ili izrade, a uz upotrebu Uređaja u skladu s uputama za upotrebu uređaja, te navesti sljedeće informacije: (1) serijski broj Uređaja o kojemu je riječ, (2) opis simptoma, poteškoća ili uzroka štete na Uređaju, (3) poruke s greškom i (4) radnje koje su se odvile prije nego su se pojavile poteškoće s Uređajem te korake koje ste poduzeli kako biste riješili poteškoću.

(i) ako Philip Morris to zatraži, morate dostaviti dokaz o kupnji Uređaja

6.6 ako je primjenjivo, pratiti upute o pakiranju i slanju poštom od strane Philip Morris društva za slanje Uređaja društvu Philip Morris

(i) na drugi se način pridržavati procesa autorizacije vraćenih Uređaja društva Philip Morris s kojim će vas upoznati Centar za korisničku podršku. Philip Morris zadržava sve zamijenjene Uređaje i isti korištenjem ove Usluge odnosno zamjenom postaju vlasništvo Philip Morrisa na što pristajete korištenjem ove Usluge i niste u mogućnosti dobiti povrat starog uređaja (ili njegove dijelove) odnosno uređaja kojeg ste predali u svrhu zamjene kao oštećeni uređaj.

6.7 Philip Morris odredit će imate li pravo na zamjenski Uređaj u skladu s ovim Uvjetima. Ako imate pravo na zamjenski Uređaj, on će vam biti dostavljen na jedan od sljedećih načina, ovisno o primjenjivosti:

(i) kurirskom dostavom: Dostavljač će Vam donijeti zamjenski Uređaj, a Uređaj u kvaru trebate poslati društvu Philip Morris, sve detalje ćete dobiti pozivom Centru za međunarodnu korisničku podršku na broj telefona naveden u 6.4. a.

(ii) na prodajnome mjestu: Svoj Uređaj u kvaru možete vratiti u IQOS prodajno-servisna mjesta na koji vas uputi Centar za korisničku podršku (ili na odgovarajuće mjesto u inozemstvu), a tamo ćete dobiti zamjenski Uređaj.

(iii) poštom: Philip Morris dostavit će vam paket s prethodno plaćenom poštarinom kako biste poštom mogli poslati svoj Uređaj društvu Philip Morris. Nakon inspekcije i popravka Philip Morris vratit će vam Uređaj ili dostaviti zamjenski uređaj. Philip Morris platit će poštarinu za slanje s vaše lokacije i na nju ako postupite u skladu sa svim uputama.

7. Ostale usluge

7.1 Personalizirana podrška. Ako ste pristali primati obavijesti o bezdimnim proizvodima koje Philip Morris trgovačka društva stavljaju na tržište, koja uključuju informacije koje vam mogu pomoći pri njihovom korištenju te o proizvodima, novostima i uslugama povezane s njima, te ste registrirani korisnik koji pristaje na ove Uvjete, imat ćete pristup IQOS stručnjaku koji vam može pružati potrebnu i zatraženu korisničku podršku u prvim danima upotrebe Uređaja. Ta je potpora dostupna tijekom standardnoga radnog vremena u zemlji vašega prebivališta.

7.2 Budite informirani. Ako ste pristali primati obavijesti o bezdimnim proizvodima koje Philip Morris trgovačka društva stavljaju na tržište, koja uključuju informacije koje vam mogu pomoći pri njihovom korištenju te o proizvodima, novostima i uslugama povezane s njima, kao korisnik IQOS podrške i pogodnosti, pristajete primati informacije o uslugama i pogodnostima koje obuhvaća i IQOS podrška i pogodnosti.

7.3 Usluga zamjene bez računa: Ova Usluga vam, kao registriranom korisniku, omogućava brzu zamjenu Uređaja bez računa na IQOS prodajno-servisnim mjestima na kojima korisnici IQOS podrške i pogodnosti mogu ostvariti svoja prava u skladu s ovim Uvjetima ako dođe do Slučajnog oštećenja i/ili kada se prilikom upotrebe u skladu s uputama za upotrebu uređaja pojave poteškoće s Uređajem koje se odnose na materijal ili izradu zbog kojih se može podnijeti valjani zahtjev za zamjenu. Ova Usluga primjenjuje se samo za vrijeme primjene komercijalnog jamstva na vaš registrirani Uređaj. Pravo na ovu Uslugu utvrđuje Philip Morris.

7.4 Potpuna usluga: Profesionalna usluga održavanja IQOS™ uređaja bez naknade. Usluga uključuje ispitivanje otpora pri uvlačenju, profesionalno održavanje uređaja, ažuriranje firmwarea i rješavanje poteškoća, ako je potrebno.

7.5 Zanima me

Ova Usluga pruža mogućnost da korisnici koji su zainteresirani za IQOS i/ili lil uređaj ostave svoje kontakt podatke kako bi ih IQOS stručnjaci kontaktirali u vrijeme i na mjestu koje njima odgovara i iz prve ruke saznali kako IQOS ILUMA i/ili lil uređaj radi te koje su njegove funkcionalnosti.

7.6 Povrat novca u roku od 30 dana

Ova Usluga vam, kao registriranom korisniku, omogućava povrat novca u roku od 30 dana od kupovine Uređaja. Kako biste ostvarili pravo na ovu Uslugu, IQOS i/ili lil sustav u trenutku vraćanja treba funkcionirati ispravno i biti bez vidljivih fizičkih oštećenja te sve komponente unutar IQOS i/ili lil sustava trebaju biti vraćene. Također, korištenje ove Uslugu je jednokratno, odnosno nakon što jednom iskoristite uslugu Povrata novca u roku od 30 dana za kupljeni uređaj ova vam Usluga više neće biti omogućena.

Za kupljeni Uređaj uz uslugu Pametne zamjene, kod IQOS stručnjaka i na IQOS prodajno-servisnim mjestima, nije moguće iskoristiti uslugu Povrata novca u roku od 30 dana.

Ako se odlučite za ovu Uslugu, molimo Vas da kontaktirate Centar za korisničku podršku na besplatan broj 0800 9153 ili posjetite najbliže IQOS prodajno-servisno mjesto (https://hr.iqos.com/hr/store-locator)

7.7 Kružni program – povrat uređaja

Kružni program omogućuje jednostavan povrat IQOS i lil uređaja koje više ne koristite, kao i njihovih izvornih elektroničkih dodataka (kabela, punjača, adaptera i sl.) u svrhu recikliranja. Komponente koje se ne mogu reciklirati energetski se oporabljuju.

Ova Usluga Vam omogućuje vraćanje IQOS ili lil uređaja koje više ne koristite, navedenih u članku 2.1., u zamjenu za vrijednosnu karticu.

Sudjelovanje je moguće samo uz predaju držača i džepnog punjača koji pripadaju istom IQOS sustavu, osim ako se radi o IQOS ili lil uređaju koji se sastoji od jedne komponente.

Za povrat Uređaja punoljetan korisnik ne treba biti registriran u Philip Morris korisničku bazu, međutim ako punoljetan korisnik želi primiti vrijedosnu karticu za izvršen povrat Uređaja, mora se registrirati prije izdavanja vrijednosne kartice.

U slučaju ostvarenja gore navedenih uvjeta registrirani korisnik će dobiti vrijednosnu karticu u iznosu od 10 EUR u zamjenu za vraćeni IQOS ili lil uređaj.

Usluga je dostupna na IQOS prodajno-servisnim mjestima i kod IQOS Stručnjaka.

Punoljetan korisnik može vratiti IQOS i lil uređaje u svrhu recikliranja i energetske oporabe kroz Kružni program neograničen broj puta, međutim vrijednosnu karticu može dobiti maksimalno 2 puta unutar jedne kalendarske godine.

8. Vaše obveze.

Pristajete:

(a) da nećete zloupotrebljavati Usluge

(b) da ćete štititi sigurnost svojega korisničkog računa

(c) da prilikom zamjene svaki zamjenski Uređaj postaje vaše vlasništvo, a da zamijenjeni Uređaj postaje vlasništvo osobe koja obavlja zamjenu ili Philip Morris-a, čak i u slučaju zamjene Uređaja za vrijednosnu karticu

(d) pridržavati se važećih propisa.

9. Jamstvo / Ograničenje odgovornosti

9.1 Budući da su Usluge besplatne, pružaju se u stanju u kakvome jesu i bez ikakvoga jamstva.

9.2 Društvo Philip Morris i njegova povezana društva u najvećoj se mogućoj mjeri dopuštenoj važećim propisima odriču odgovornosti za svu štetu (uključujući štetu prouzročenu nemarom ili kršenjem propisanih dužnosti), kršenje ugovornih odredbi, pogrešno prikazivanje, povrat ili za sve izravne gubitke, gubitak dobiti, prodaje, prihoda ili uštede, gubitak poslovanja ili dobre volje i/ili slične gubitke, ili gubitak ili oštećenje podataka ili informacija, ili čiste ekonomske gubitke, ili sve posebne, neizravne ili posljedične gubitke, troškove, štetu, naknade ili izdatke koji proizlaze iz vašeg sudjelovanja ili su na drugi način prouzročeni vašim sudjelovanjem u IQOS podršci i pogodnostima ili vašom upotrebom Usluga. Philip Morris nije odgovoran ni za koji od gubitaka navedenih u članku9.2., čak i ako ste obavijestili Philip Morris o mogućnosti takvih gubitaka.

9.3 Navodi u članku 8. ne isključuju odgovornost Philip Morris-a koje se ne može odreći/koja se ne može isključiti u skladu s važećim propisima.

10. Ostalo

10.1 Ni jedna od Usluga ne smatra se policom osiguranja.

10.2 Usluge se u ovom trenutku pružaju bez naknade.

10.3 Pojedinosti o obradi vaših osobnih podataka koje nam pružite opisane su u našoj Obavijesti o zaštiti privatnosti potrošača dostupnoj na https://hr.iqos.com/hr/pravne-napomene#obavijest-o-zastiti-privatnosti

10.4 Na ove Uvjete primjenjuju se zakoni sjedišta društva Philip Morris (za društvo PHILIP MORRIS ZAGREB d.o.o. relevantno je hrvatsko zakonodavstvo). Svaki pravni spor podliježe isključivoj sudskoj nadležnosti grada u kojemu Philip Morris ima sjedište (Zagreb, za PHILIP MORRIS ZAGREB d.o.o.).

10.5 Za pitanja, upite i informacije za kontakt, molimo vidjeti https://hr.iqos.com/hr/usluge/podrska ili putem Centra za korisničku podršku na besplatan broj 0800 9153.

Social Media Terms of Use and Privacy

1.10.2024

IQOS Hrvatska Social Media Accounts

Terms of Use and Privacy

It is likely that You have been redirected here from one of our official IQOS and lil social media sites (hereinafter “social media sites”), particularly from one of our social media Customer Care pages such as Facebook, Viber, YouTube, Instagram as applicable, jointly to be referred to hereinafter as “Social Media Accounts”.

The Social Media Accounts are intended for adult smokers who want to continue to smoke or use other nicotine products and adult IQOS and lil users residing in Croatia market and by engaging with our Social Media Accounts You confirm You are fulfilling these criteria.

Who we are?

Philip Morris Zagreb d.o.o.is member of the Philip Morris International (“PMI”) group of companies. We have identified ourselves to You, and given our contact details, in the website where these Terms of Use and Privacy (hereinafter “Terms) are published or on the respective Social Media Accounts accordingly.

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By using any of our Social Media Accounts, You agree to comply with these Terms. You also agree to comply with any other applicable platforms specific terms of use (e.g. Facebook’s Statement of Rights and Responsibilities, Viber’s terms of use, YouTube’s terms of use, Instagram’s terms of use etc.).

Good Conversion Practices and Our Duty to Inform

Before we tell You what You shouldn’t do on our Social Media Accounts, here are some things You should know about PMI products:

PMI offers a variety of quality, scientifically substantiated smoke-free products that are much better choices than continued smoking. Our vision is that our smoke-free products will one day replace cigarettes.

Cigarette smoking causes serious diseases and is addictive. Without question, the best decision any smoker can make is to quit tobacco and nicotine use altogether.
Minors should not use tobacco or nicotine in any form.
PMI’s smoke-free products are for adults who would otherwise continue to smoke or use other nicotine products.
We do not offer PMI’s smoke-free products to people who have never used tobacco or nicotine products or who have quit using tobacco and nicotine products. Our smoke-free products are not alternatives to quitting and are not designed as cessation aids.
PMI’s smoke-free products are not risk free and contain nicotine, which is addictive. Switching to a smoke-free product is, however, a better choice than continuing to smoke.
We support our adult smoke-free product users in their journey to full conversion through education and guidance.
For consumers to experience the benefits of smoke-free products, they must switch completely and abandon smoking permanently.
We inform consumers of all relevant safety information about our smoke-free products.

Your Contribution

We’ll regularly monitor the Social Media Accounts, responding to and passing on as many useful recommendations as we can. We are glad You are here to get needed customer support and expect feedback for the purpose of improving customer support, but let’s keep it clean.

You are responsible for the content You post on Social Media Accounts and we reserve the right to remove any postings that contain:
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We reserve the right to ban or block a user posting content as described above and for a pattern of inappropriate postings or as otherwise deemed necessary by us, or remove any posts on our Social Media Accounts, if we do not think that a post complies with these Terms or any other applicable platform specific terms of use. And we shall be under no obligation to notify You of any such decision.

Remember, posts from You or other people do not necessarily represent the views of Philip Morris International. We do not have responsibility for any content or links shared by You or other people. If You want to share this page or its content with Your own community, please, make sure the people who see Your posts are legal age smokers or adult IQOS and lil users.

LIABILITY AND DISCLAIMERS

Your use of our Social Media Accounts is at Your sole risk. Our social media sites are provided on an "as is" and "as available" basis. Where possible, we may restrict Your access to our Social Media Accounts or any feature or part of them at any time. We disclaim all warranties of any kind, whether express or implied, including the implied warranties of merchantability, satisfactory quality and fitness for a particular purpose and any warranties that material on our social media sites is no infringing; that access to the site will be uninterrupted or error-free; that our social media sites will be secure; or that information on our social media sites will be complete, accurate or timely.

If anyone brings a claim against us related to Your actions or contributions, You will indemnify and hold us harmless from and against all damages, losses, and expenses of any kind (including reasonable legal fees and costs) related to such claim.

To the fullest extent permitted under applicable law, You understand and agree that we shall not be liable for any direct, indirect, incidental, special, consequential, punitive, or any other damages relating to or resulting from Your use of or inability to use our social media sites. These include damages for errors, omissions, interruptions, defects, delays, computer viruses, Your loss of profits, loss of data, unauthorized access to and alteration of Your transmissions and data, and other tangible and intangible losses. This limitation applies regardless of whether the damages are claimed under the terms of a contract, as the result of negligence, or otherwise, and even if we or our representatives have been negligent or have been advised of the possibility of such damages.

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To find out more about how we handle information about you, including what information we collect, the purposes for which we use it, with whom we share it, and how we protect your privacy, please read in advance consumer privacy notice.

Changes to these Terms

We may amend these Terms from time to time without any notice. We encourage You to check these Terms each time You access and use our Social Media Accounts in order to stay up-to-date. If you then continue to use our Social Media Accounts, Your use will mean you accept the updated Terms. The date at the top of this page shows when these Terms were last updated.

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The laws of Switzerland govern these Terms and Your use of our social media sites, and You irrevocably consent to the exclusion jurisdiction of the competent courts located in Lausanne, Switzerland, without regard to any international conflict of law provisions, and to the exclusion of the 1980 U.N. Convention on Contracts for the International Sale of Goods.

Right to Assign, No Waivers, Severability

PMI may assign its rights and duties under these Terms to any party at any time without notice to You, unless notice to You is required by applicable law, but this will not affect Your rights or our obligations under these Terms.

Our failure to insist upon or enforce strict performance of these Terms is not a waiver of any of these Terms or PMI’s rights. Users should always assume these Terms apply.

If any provision in these Terms is held invalid or unenforceable, the remainder of these Terms shall continue to be enforceable.

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Firmware Licence Agreement

Firmware Licence Agreement

You must read this document carefully along with the user guide before using your IQOS device (“Device”) for the first time. This firmware licence agreement (“Agreement”) is between you ("you") and Philip Morris Products S.A. (“PMI”) and governs your use of the firmware (the software and instructions recorded in the memory) that operates with the Device ("Firmware"). No other person shall have any rights to enforce any of these terms.

If you download and install the Firmware or connect or otherwise use the Device, you are indicating that you have read and understood, and agree to be bound by, the terms of this Agreement. If you do not agree to the terms of this Agreement, you should not download the Firmware, you are not granted any rights whatsoever in the Firmware and you should not use the Device.

THESE TERMS

Licence. Subject to the terms of this Agreement PMI grants you a non-exclusive, non-transferable right to run the Firmware provided within the Device and any updated versions downloaded by you only on and as incorporated in the Device. Such a right is for domestic and private use only.

Restrictions. You must not:

copy or distribute, sublicense, sell, lease, rent or otherwise exploit (either commercially or without charge) or transfer the Firmware (either alone or as incorporated into the Device) to any third party without PMI’s prior written consent;
modify, adapt, alter, translate, or create derivative works from the Firmware(unless permitted to do so by law);
decompile, disassemble, reverse engineer or otherwise derive source code, or attempt to derive source code, from the Firmware (unless permitted to do so by law); or
allow a third party to do any of the above on your behalf.

Who owns the Firmware? The Firmware and all intellectual property rights associated with it are the exclusive property of PMI (or its licensors), except for OSS Components (which are licensed on the basis set out below). All rights in and to the Firmware not expressly granted to you in this Agreement are reserved by PMI.

Updates to the Firmware. PMI reserves the right to update the Firmware from time to time in its sole discretion, including adding, changing or removing functionalities and features. PMI is under no obligation to provide any updates to the Firmware.

Open Source Software. You understand that the Firmware may contain open source libraries, components, utilities and software (“OSS Components”). Further details of the relevant OSS Components contained in the Firmware are set out in the Appendix below. The OSS Components are provided subject to the licence terms and conditions applicable to such OSS Component (“OSS Licences”) as further detailed in the Appendix below. In the event of any conflict between the terms of this Agreement and an OSS Licence, the OSS Licence shall prevail in relation to the applicable OSS Component (only).

Export restrictions. You acknowledge that the Firmware may be subject to applicable import and export regulations, in particular in the United States and of the countries in which each party transacts business, specifically including U.S. Export Administration Act and Export Administration Regulations. You shall comply with any such laws and regulations as may be applicable.

Use of data. You understand and agree that PMI may, within the limits of applicable local law, collect certain technical, diagnostic and usage data relating to the Device, including as set out in https://www.pmiprivacy.com/.

Disclaimer. The Firmware is provided "as is," without any warranty. PMI disclaims all warranties, oral or written, express, implied, arising from course of dealing or use of trade, or by law. In addition to the previous sentence, the disclaimers set out in the relevant OSS Licences shall apply in relation to the applicable OSS Component.

No warranty. Any and all other warranties, including implied warranties of merchantability, fitness for a particular purpose, title, noninfringement of third party intellectual property rights, and accuracy are expressly excluded. You shall not have the right to make or pass on and shall take all measures necessary to ensure that neither you nor any of your distributors, agents, or employees shall make or pass on any warranty or representation on behalf of PMI to any third party.

Devices are for domestic and private use only. PMI will not have liability to you for any loss of profit, loss of business, loss of earnings, business interruption, or loss of business opportunity arising out of, or in connection with the Firmware or your use of the Firmware.

What is PMI liable for? In no event will PMI or its suppliers' total cumulative liability relating to the Firmware exceed the purchase price of the Device. Some jurisdictions do not allow the exclusion of implied warranties or limitation of liability for certain incidental or consequential damages. In these instances, the exclusions set out above may not apply to you.

PMI does not exclude or limit its liability to you if it would be unlawful to do so. This includes liability for death or personal injury caused by PMI’s negligence, fraud, or breach of your consumer rights.

OTHER IMPORTANT TERMS

If you breach this Agreement, your rights to use the Firmware end. This Agreement terminates automatically if you breach any term of this Agreement. Upon the termination of this Agreement, you must stop using the Firmware and destroy all copies of the Firmware in your possession. PMI may require you to provide evidence in writing that you have complied with your obligations under this heading.

PMI may transfer this Agreement to someone else. PMI may transfer its rights and obligations under this Agreement to another organisation. PMI will contact you to let you know if it plans to do this.

You need PMI’s consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under this Agreement to another person if PMI agrees to this in writing.

If a court finds part of this Agreement illegal, the rest will continue in force. Each of the paragraphs of this Agreement operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Even if PMI delays in enforcing this Agreement, PMI can still enforce it later. If PMI does not insist immediately that you do anything you are required to do under this Agreement, or if PMI delays in taking steps against you in respect of your breaking this Agreement, that will not mean that you do not have to do those things and it will not prevent PMI taking steps against you at a later date. For example, if you fail to pay and PMI does not chase you but continues to provide the Device, PMI can still require you to make the payment at a later date.

Which laws apply to this Agreement and where you may bring legal proceedings. This Agreement is governed by the laws of the jurisdiction in which the Device is sold.

Appendix OSS

Component	License	Copyright
CMSIS	BSD-3-Clause	Copyright (c) 2009-2017 ARM Limited. All rights reserved.
CMSIS Device	BSD-3-Clause	ARM Limited - STMicroelectronics
STM32L0 HAL	BSD-3-Clause	STMicroelectronics

Licences:

Component:CMSIS

BSD-3-Clause

Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met:

Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer.
Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution.
Neither the name of the copyright holder nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission.

THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT HOLDER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

Component: CMSIS Device

BSD-3-Clause

Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met:

Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer.
Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution.
Neither the name of the copyright holder nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission.

Component: STM32L0 HAL

BSD-3-Clause

Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met:

Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer.
Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution.
Neither the name of the copyright holder nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission.

Accessibility Statement

Accessibility Statement

PMI is committed to ensuring that our website and digital services are accessible to all legal age consumers of tobacco and nicotine products, including those with disabilities. We are undertaking a comprehensive review of our website and digital content to achieve conformance with the Web Content Accessibility Guidelines (WCAG) 2.2 and aiming at Level AA.

Accessibility is integral to our commitment to inclusion and equal access. We are actively working to identify, address, and remove barriers that may impede the accessibility of our online services. Our goal is to provide an inclusive, user-friendly experience for all legal age customers.

We welcome feedback on the accessibility of our website. Should you encounter any accessibility barriers or wish to provide input, please do not hesitate to contact us at contact.hr@iqos.com.

Thank you for your continued trust in IQOS.com.

EU Data Act Notice

Last updated: July 2025

Information about IQOS devices as connected products pursuant to the EU Regulation 2023/2854 of the European Parliament and of the Council of 13 December 2023 (the “EU Data Act”)

Device Data

The types of data that IQOS devices are capable of generating during their lifecycle (“Device Data”) are the following:

Product technical data, which may include technical information for example regarding battery use, error readings, heating duration and the number of times you clean your device
Device usage data, which may include information related to the use of consumables (tobacco sticks specially designed for IQOS ILUMA devices) for example, the number of puffs you take, the number of experiences and the duration of these events.

Device Data that IQOS devices are capable of generating is stored on device only and is only transferred to our servers if you choose to share it with us. The duration of retention is outlined in our Privacy Notice (see section “How long will information about you be kept?”).

How to contact us

If you wish to request access, retrieval or erasure of your Device Data, please submit your request using one of the following contact methods:

Phone number: 0800 9153

E-mail address: contact.hr@iqos.com

Information about Lil devices as connected products pursuant to the EU Regulation 2023/2854 of the European Parliament and of the Council of 13 December 2023.

Lil devices

The data that Lil devices are capable of generating during their lifecycle includes, for example, the number of experiences and the duration of each experience (“Device Data”).Such Device Data is stored only on-device and it is not “readily available” to PMI or any third parties. Lil devices do not provide such data to be stored or transmitted outside the device itself.