Warranty Claim and Exchange Procedure

If you purchased your CLEAR device ("Device") from and after October 30, 2011, then this Warranty Claim and Device Procedure applies to you. The period during which you are entitled to file an eligible warranty claim is one (1) year (from your date of purchase) on new Devices and ninety (90) days (from your date of purchase) on refurbished Devices (such applicable period, the "Warranty Period").

If during the Warranty Period you believe that your Device is damaged by reason of a manufacturer's defect, then you please should contact CLEAR Technical Support (at 888-888-3113). The CLEAR Technical Support representative initially will conduct some troubleshooting activities to determine whether the impaired functionality of your Device can be remedied over the telephone. If those troubleshooting efforts prove unsuccessful in restoring the functionality of your Device, then the CLEAR Technical Support representative will explain to you the following two alternative methods for submitting your Warranty Claim:

(1) Express Exchange -- if you elect to pay CLEAR's then standard published price for a replacement Device of the same type and model as your original Device, then CLEAR promptly will send such replacement Device, via courier (and at no shipping cost to you), to your mailing address on file. This replacement Device should arrive within two (2) business days of the date on which CLEAR receives your valid payment for the replacement Device. The packaging for the replacement Device will contain materials instructing you on how to activate your replacement Device on the CLEAR network and resume your online activities. Near the same time that CLEAR ships you a replacement Device, CLEAR additionally will send a prepaid mailing label to your email address on file. Please use this label, which is valid for ten (10) days, to return your original Device, via courier (and at no shipping cost to you), to a CLEAR warehouse facility. When you return your original Device, please include (a) your original Device purchase receipt (with the Device and purchase price circled) and (b) any and all kit components (e.g., battery, charger) that accompanied your original Device. At CLEAR's warehouse facility, CLEAR (or its designated agent) will perform a thorough inspection of your original Device to determine whether its functionality is impaired. If CLEAR determines, as a result of the inspection, that either (i) your original Device is functioning properly or (ii) your original Device is damaged by reason of a manufacturer's defect, then CLEAR promptly will (A) notify you via email of this determination, (B) issue to you a refund (to your method of payment on file) in the amount that you paid for the replacement Device, and (C) retain your original Device. (If you paid cash for the replacement Device, then your refund may be in the form of a Visa Gift Card (or other similar instrument), in which case your redemption and use of the Card or instrument will be subject to the terms, conditions and restrictions set forth or referenced on the Card or instrument.) However, if CLEAR determines, as a result of the inspection, that your Device is damaged by reason other than a manufacturer's defect (e.g., on account of your negligence in dropping your original Device, exposing your original Device to water or extreme heat, etc.), then you will not be entitled to a refund of any portion of the amount that you paid for the replacement Device, and CLEAR will retain your original Device. You should expect the determination of your entitlement to a refund (i.e., of the amount that you paid for the replacement Device) pursuant to this Express Exchange process to take approximately two (2) to three (3) weeks (i.e., from CLEAR's receipt of your original Device).

(2) Standard Exchange -- if you do not wish to pay in advance for the receipt, within two (2) business days, of a replacement Device (and then wait for a determination on your potential entitlement to a refund of that payment amount), you instead may elect to have CLEAR merely send a prepaid mailing label to your email address on file. Please use this label, which is valid for ten (10) days, to return your original Device, via courier (and at no shipping cost to you), to a CLEAR warehouse facility. When you return your original Device, please include (a) your original Device purchase receipt (with the Device and purchase price circled) and (b) any and all kit components (e.g., battery, charger) that accompanied your original Device. At CLEAR's warehouse facility, CLEAR (or its designated agent) will perform a thorough inspection of your original Device to determine whether its functionality is impaired. If CLEAR determines, as a result of the inspection, that your original Device is functioning properly, then CLEAR promptly will notify you via email of this determination and will return your original Device, via courier (and at no shipping cost to you), to your mailing address on file. (The packaging for your returned original Device will contain materials instructing you on how to reactivate that Device on the CLEAR network and resume your online activities.) If CLEAR determines, as a result of the inspection, that your original Device is damaged by reason of a manufacturer's defect, then CLEAR promptly will send, via courier (and at no shipping cost to you) to your mailing address on file, a replacement Device (of the same type and model as your original Device) for your immediate use on the CLEAR network. (The packaging for the replacement Device will contain materials instructing you on how to activate that Device on the CLEAR network and resume your online activities.) However, if CLEAR determines, as a result of the inspection, that your original Device is damaged by reason other than a manufacturer's defect (e.g., on account of your negligence in dropping your original Device, exposing your original Device to water or extreme heat, etc.), then (i) CLEAR promptly will notify you via email of the denial of your Warranty Claim (and a brief explanation for such denial), (ii) your original Device will not be returned to you, (iii) you will not be entitled to receive any replacement Device under this Warranty Claim and Exchange Procedure, and (iv) you will be required independently to purchase another Device in order to resume your CLEAR service. You should expect this Standard Exchange process to take approximately two (2) to three (3) weeks (i.e., from CLEAR's receipt of your original Device).

If you have any additional questions, or desire any further assistance, in connection with our Warranty Claim and Exchange Procedure, please feel free to contact CLEAR Customer Care at 888-888-3113, seven (7) days a week.

 
 
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