Frequently asked questions

What is Chendol?

Chendol is a fairer alternative to extended warranty plans for smartphones.  We offer wider scope of coverage for phone-related issues and return half of what’s paid when you do not make a claim during a 12 month cycle.

Anyone with a smartphone will be able to subscribe to Chendol services via Apple app store or Google play store. The subscription costs S$9.90/mo. Find out more on claims and cashback below.

Why Chendol?

For too long, consumers of extended warranty plans have gotten the short end of the stick. Product protection plans are often seen as a ploy by retailers to increase sales commission, with little value-add to consumers. Price of these plans are marked up as high as 900% the original cost. Chendol seeks to revolutionize the industry by adopting a social approach towards underwriting, and riding on technology.

9 out of 10 individuals worry about warranty when buying electronic goods. 45% of us have a phone damaged before. Driven by sustainability, we believe good phones deserve to be fully utilized, fulfilling its true worth while being protected against any mishaps or unforeseen circumstances at the same time.

How did Chendol come about?

The founders got the idea at a popular dessert cafe along Serangoon Gardens when one of them refused to get his phone repaired due to the ridiculous prices quoted. Believing that they could develop a sustainable phone solution that made better sense for everyone, Chendol was incorporated.

What phones are excluded?

  • Phones that have been reported loss or stolen.
  • Phones that have launched for less than 100 days.
  • Phones that do not have a front facing camera.

Is my payment secure?

Chendol will never obtain your credit card number. Payment details are stored directly with Stripe, one of the largest payment processors online. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, we make use of best-in-class security tools and practices to maintain a high level of security at Stripe.

Is my data safe?

Every subscriber should be responsible for their own personal data and perform frequent backups for their phones. Should subscribers require assistance, a data transfer service fee of $30 is payable. In accordance with the Personal Data Protection Act (2012), Chendol will never sell subscribers’ personal data or information for money.  (https://www.pdpc.gov.sg/Legislation-and-Guidelines/Personal-Data-Protection-Act-Overview)

What is the difference between insurance and extended warranty?

Unlike insurance where policyholders receive financial compensation for a specified loss or damage, Chendol is an extension to manufacturer’s warranty, that provides significant discounted solutions for any phone issues to any of its subscribers.

What does the subscription cover?

Chendol offers a practical solution for all phone issues, not limited to screen cracks. Any phone damage, loss or misplacement can be addressed with no reason needed. Claims are instant online, with deliveries starting from 2hrs. Read on claims section to find out more.

How can I get my phone protected?

Chendol services are offered to anyone who register and subscribe from the app. Your phone is automatically recognised after registering in the app.

  1. Register Chendol app
  2. Subscribe with a debit or credit card
  3. Verify your phone with a screen-selfie
  4. You are protected

Please note that the app mustn’t be uninstalled because it is the only way for us to identify an active subscription. In the event when we cannot ascertain the subscription of the phone during a claim, a redemption fee shall apply (find out more on redemption here).

Can I protect more than one device under a registered email address?

Yes you may subscribe up to 9 phones using the same email address registered. All phones that were recognised is will be reflected in the app.

How do I verify my phone?

Your phone can only be verified after a subscription. A screen selfie is required for verification. It is done by snapping a photo of your screen with the phone’s front facing camera and a mirror. Be sure to remove any tempered glass screen protector that is already showing cracks. Statistics have shown that the majority of the phone damage occur on the screen. This is a necessary process to prevent anyone from abusing a claim at the expense of other subscribers.

  1. Open Chendol app
  2. Click “Manage” button on the phone that needs to be verified
  3. Click on “Authenticate”, this button will show up if your phone has not been verified.
  4. Read the instructions on the screen and hit “Next”. A pop-up will appear asking for permission to use the phones camera, tap ‘Allow’.
  5. The phone’s front facing camera will be activated together with a QR code.
  6. Snap a photo showing all 4 corners of your screen.
  7. Review the photo and hit upload.
  8. Verification is now complete.

 

What happens if I subscribed with a phone that is already damaged?

When you subscribed, you confirmed that your phone is in full working condition (and without a damaged screen). If you failed to disclose the state of your phone accurately, we will exercise our right to cancel the subscription and report any instance of fraud to the police. Commiting a fraudulent claim to a business is a criminal offense chargeable by law. If you have subscribed to Chendol by mistake, be sure to cancel it now.

Why don’t you offer discounts on subscriptions?

The workings behind the cashback model meant that no further discounts can be given on the subscription price. The subscription plan with a 50% cashback for non-claims is a fairer value proposition for subscribers who ended up not making a claim during a 12 month cycle.

Is my subscription cancelable? 

Subscribers may cancel their subscriptions anytime. Do note that existing cashback credits will be forfeited after cancelling as subscription.

Is my subscription refundable? 

Subscriptions are cancelable but not refundable.

How can I make a claim?

You can make a claim on our website at hub.chendol.com. Alternatively, speak to us at chendol.com/chat and we will make sure everything is under control.

Currently are 3 types of claim option available, being repair, replace or redeem (find out more below).

How does a redemption work?

Should you lose or misplace your phone, you will have the option of redeeming another phone of the same model at a 35% discount and have it delivered to your doorstep in a matter of hours. Refer to our price table to find out how much you have to pay. Redemption is limited to once in a 12 month cycle. To avoid doubt, your missing phone becomes a property of Chendol when found. The missing phone will be screen through Secondhand Good Dealers Transaction Records System (SHOTS) to ensure there is no lost or stolen records reported.

How does a replacement work?

Should you be dissatisfied with your current phone, you will have the option of a 1 to 1 exchange at an 85% discount off the same model (no questions asked). The replacement phone will be delivered to your doorstep in a matter of hours. Refer to our price table to find out how much you have to pay. There is no limit to the number of replacements. To avoid doubt, the returned phone becomes a property of Chendol. The returned phone will be screen through Secondhand Good Dealers Transaction Records System (SHOTS) to ensure there is no lost or stolen records reported.

How does a repair work?

Should you choose to fix only what was damaged on your phone, you will be entitled to a 65% discount off the cost of repair. Due to the wide array of phone models and the limited availability of parts in the market, the cost to repair can only be determined during a visit to our office (located at 100 Amoy Street, Singapore 069920). Please understand that not all phones can be repaired, a list of commonly supported parts for repair is maintained at chendol.com/table. There is no limit to the number of repairs.

Do I need to make a police report?

You don’t need a police report for claims to be processed. We will file a Loss or Stolen Property report directly with the local authorities.

What is IMEI?

IMEI stands for International Mobile Equipment Identity, a 15 or 17-digit code that uniquely identifies a mobile phone set. Enter *#06# on your dial pad to view your IMEI number.

Is collection of my national registration details necessary during a claim?

Yes. Collection of user information listed in government issued personal identification cards (such as NRIC/FIN) is required in accordance to the Secondhand Dealers Goods Act. (https://sso.agc.gov.sg/Act/SGDA2007#pr10-)

How does cashback work?

Cashback rewards are aligned with our goal in creating a better phone economy by encouraging subscribers to take better care and ownership of their phones.

The Chendol subscription safeguards users from overpaying when making claims and rewarding them for not making any through our cashback rewards system.

Subscribers will earn SGD 5 credit for not making a claim each month, totaling SGD 60 after a 12-month cycle. The option to cashout will be available at the end of every 12-month cycle via GrabPay or PayNow. Subscribers will be able to view the total credit balance from all phones subscribed under the same account.

Credits earned by a phone will be forfeited during a claim. The subscription continues to earn reward credits after the claim. To avoid doubt, there will be no credits earned during the month of claim.

Credits credits earned by a phone will also be forfeited when the subscription is cancelled. To avoid doubt, renewing a subscription is no different from a first time subscription – i.e. a new 12 months cycle.