Terms of Use


You have been guided here in order to provide you more information about our products and services that you can access by downloading or using any digital application belonging to us or other members of Philip Morris International group of companies or by visiting our website (www.iqos.com). What is a “touchpoint”? In these terms, we refer to any method by which you are in contact with us as a “touchpoint”. Some touchpoints are digital – for example our applications and websites.

Who are we? We are “Philip Morris Armenia” LLC, a member of the Philip Morris International group of companies.

How do you accept these terms? If you use the touchpoint and/or place an order through the touchpoint, you accept and join to these terms of use (“Terms”). If you do not agree to be bound by these Terms, do not use the touchpoint or place an order through the touchpoint. These are important provisions relating to your use of the touchpoint: you should read them before using the touchpoint as they are binding on you.


Changes to these Terms:We may amend these Terms from time to time. If we do, we will notify you of such changes the first time you have intention to contact touchpoint following such changes.

Use of the touchpoint

The user of all touchpoints should be adults aged 18 years and above, who are tobacco containing product users and residing in the Republic of Armenia (“Intended User”). If you do not meet these requirements, you must not use the touchpoint. To register for the touchpoint, you must give us some personal information to enable us to verify your eligibility to use it. Typically, this will be information on being tobacco product user, name, age, country of residence, email address/telephone number and preferences. We will process and hold this in accordance with these Terms (see the “Privacy and Cookies” section below for more information.)

Modification and suspension of the touchpoint

We may update the touchpoint and change the content at any time. Although we make reasonable efforts to update the information on the touchpoint, note that any content on it may be out of date at any given time, and we are under no obligation to update it.

We may also interrupt the regular operation of the touchpoint, or any portion of it, as necessary to perform routine or non-routine maintenance, to correct errors, or to make other changes.

Use of the touchpoint and Materials

The touchpoint and all its contents (including software, files, graphics, data, images and other material) (“Material”) are the exclusive property of us, our affiliates, or our licensors (or any combination of the foregoing), and are protected by law in the Republic of Armenia as well as in other countries All intellectual property rights in the Material are reserved by us or our licensors. You may not use, modify, copy, reproduce, republish, upload, post, transmit, distribute, sell, license, rent, publicly display or perform, broadcast, edit, adapt or create a derivative work of, or reverse engineer, in any manner, any part of the touchpoint or any Material.

The Materials provided on web-site and through application are provided solely for your personal, private use. You may not use them for any other purposes (for example, you may not use them for business or commercial purposes).


We do our best to make sure everything works perfectly, but if it doesn’t you can contact our IQOS Customer Support at 374 44 004767 or contact us via www.iqos.com to find the best solution to your problem. We are pleased to offer one year warranty from the date of purchase on all our individual components of the IQOS System. In order to be entitled for the warranty, kindly ensure that you keep the original receipt and warranty ticket included in the package. This warranty covers the following individual components of IQOS System: Pocket Charger, Holder, AC Power Adaptor, and USB Cable. The warranty service will be provided by "Vidis Distribution" LLC (address: 17/2 Mikoyan, Yerevan, Republic of Armenia).

Our warranty provides cover against faults and breakage during normal use (usage in accordance with IQOS user guide inserted in IQOS System pack or individual components pack). This means that if your product develops a fault during the warranty period, we'll arrange for it to be repaired or replaced free of charge.

If you still can’t resolve the issue, please visit our store (details available on the website www.iqos.com) to have an IQOS Sales Expert inspect the device or individual components. . If you are unable to visit the store, contact us by calling 374 44 004767 or contact us via www.iqos.com. You’ll need to provide us with details of your product and the date of purchase.

You’ll also need to have your purchase receipt and warranty ticket at hand. We can perform a brief fault diagnosis with you over the telephone, to attempt to identify the root cause of the issue. If this diagnosis suggests a manufacturing fault, it may be possible to ship a new item out to you immediately, without waiting for you to return the original product.

If we need more information, we’ll ask you to visit our store, where you shall submit your purchase receipt, warranty ticket, as well as provide your contact details.

Once we see that we can't repair it and it doesn’t fall under “What’s not included” below, we’ll replace it with a product of equivalent specification. If no equivalent product is available, we‘ll discuss an alternative remedy with you. We’ll always do our best to make sure that you’re satisfied with the outcome.

What’s not included? There are some specific exclusions from our warranties, as follows:
  • Accidental damage, for example if your product has been dropped or sunk in water
  • If the product has been used commercially or for business purposes
  • Cosmetic wear and tear such as scratches, dents, corrosion or colour where the function of the product is unaffected
  • Any loss suffered as a result of not being able to use the product, or any loss over and above the purchase price of the original item
  • Servicing, inspecting or cleaning of the product; and failure to follow our instructions for use
  • Deliberate damage or neglect of the product
  • Broken Blade
  • Pocket Charger Broken Latch.
This does not affect your statutory rights.

Phone order via Customer Service Center (CSC)

For service quality level increase, we will record all calls to CSC. We reserve the right not to accept any orders received by us. Non-acceptance of an order may be a result of one of the following:
  • The product you ordered being unavailable on stock
  • Incorrect indication of the price or product description error
  • Our inability to deliver to your specified delivery address
  • You do not meet the eligibility criteria set out in these Terms, including us suspecting that you are not over the age of 18. You can make payment for your order via cash upon delivery.
Delivery of the products shall be made to the address specified in your order.

We require a person aged 18 years and above to sign for the delivery and provide identification document for person and age verification. Without this, we cannot complete the delivery and our IQOS Customer Support will contact you to make alternative arrangement if delivery is not possible.

You agree to inspect the products for any obvious faults, defects or damage before you sign for delivery. You need to keep the purchase receipt of the delivered products in case of future reference to us about it.

Please note that it might not be possible for us to deliver to some locations. If this is the case, we will inform you using the contact details that you provided us and arrange for cancellation of the order, or make a delivery to an alternative delivery address.


We will be able to refund you within 14 days from the moment of handover of the product to you. It is possible to request refund only by visiting store from where you bought the device (you may find location of our stores on the website www.iqos.com). For this you have to provide us all the components of the purchased IQOS System, including packaging, warranty ticket and purchase receipt. If everything is provided, non of the components of the IQOS system are damaged and not used, we will refund you via cash at our store.

IQOS System re-registration

You may request us to re-register your IQOS System on the name of other consumer and we will do that according to your request once. If IQOS System has been already re-registered once, we will not be able to do that for the second time. For the cases when you already asked for warranty service for the respective IQOS System, we will not be able to re-register IQOS System.

Privacy and cookies

To the extent that in the touchpoint we collect any personal information about you, hereby we notify that we will collect and process it in accordance with these Terms. We and each other members of the Philip Morris International group of companies is a “PMI affiliate”. “We” (or “we” or “us” or “our”) refers to the PMI affiliate that is using information about you, and the relevant PMI affiliate will identify itself to you when collecting your information through, for example, transparent privacy disclosures. When we say “a PMI product” (or similar, e.g. a website, a mobile application, or a call centre), we mean a product (or website, mobile application, or call centre, etc.) of ours or of another PMI affiliate.

Depending on the purposes for which information about you was collected, information about you may be shared with, and accessed by, other PMI affiliates, if appropriate to fulfil such purposes. The information will be shared with PMI affiliate, which deals with administration of personal data processing for PMI affiliates; the information will be shared with the PMI affiliate that is responsible for the country in which you are normally resident (if it wasn’t the affiliate that first collected the information); and if you travel out of your normal country of residence, the information may be used also by the PMI affiliates that operate in the countries in which you are travelling.

Details of the PMI affiliates and the countries in which they are established are available on the relevant country pages of www.pmi.com.

The information about you that we use may include:

• You may choose to provide us with information in a variety of contexts – for example, when: purchasing PMI products or services in a store; contacting a PMI call centre; downloading and using a PMI digital platform; registering with a PMI consumer/prospect database; registering a device with us; subscribing to a PMI panel portal; registering to receive PMI press releases or email alerts; participating in PMI competitions, promotions or surveys; or contacting us through one of our digital platforms, or by e-mail, social media or telephone. In these cases, the information that we collect and use will normally be apparent from the context in which you provide information. For example, if you order a product from us through CSC phone order, you will need to provide your name, surname, birth date, contact and billing details in order for us to fulfil your order; or if you want to experience a guided trial of a PMI product, you will need to provide your name, surname, birth date and e-mail/phone number.

In the event that you provide sensitive information (including your physical or mental health or condition), by accepting these Terms, you give us your explicit consent to process such sensitive information.

• Information that is collected automatically

The information collected may include details of your IP address or unique device identifier, location data, details of any cookies that we may have stored on your device, and details of the pages accessed, search terms entered, or links clicked within the digital platform.

• Information that we acquire from third parties

From time to time, and only 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 on third party social media sites (such as Facebook and Twitter), and lists acquired from third party agencies.

General uses of information about you

In general, we may process information about you for the following purposes:

(a) information that you provide is typically used for verifying your age and status as a user of products containing tobacco; dealing with your inquiries and requests; enabling you to use PMI digital platforms; administering your orders and accounts, processing payments, correspondence, including sending you marketing communications in accordance with your communications preferences; providing you information about the products; administrative and troubleshooting purposes; improving PMI products and the information that we (or our affiliates) provide to our customers; inviting you to participate in surveys or market research campaigns which will be conducted by us or third parties; providing you with information about, and managing, PMI affiliates, their promotions (where permitted by law), products and services, events and the regulation of tobacco products;

(b) information that is collected automatically is typically used for business-analytics related reasons; to send you personalised communications that may interest you; and to assist us, and our affiliates, to improve the products and services we (and they) offer; and

(c) information that PMI affiliates acquire from third parties may (where permitted by law) be combined with other information about you in order to update or supplement PMI affiliates’ records, to learn more about your preferences, and to provide you with information about PMI products or services that is better tailored to your needs. As well as sharing information about you between PMI affiliates for the reasons explained above, we may also share personal information about you with:

(a) third parties who provide PMI affiliates or you with products or services (such as advisers, payment service providers, delivery providers, information services providers and age verification providers);

(b) PMI affiliates’ carefully-selected third party business partners and advertisers so that they can contact you with products, services and promotions that they think may interest you, in accordance with your preferences; and

(c) 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.

Cookies or similar technologies may be used on PMI digital platforms to collect certain information automatically. The specific cookies and technologies used will depend on the digital platform in question. For that reason, to learn about the cookies (including Google analytics cookies) and similar technologies used on a digital platform, including how you can accept or refuse cookies, please see the cookie notice made available on or through that digital platform.

For example, to learn about cookies or similar technologies used on the www.pmi.com website, please visit the pmi.com cookie notice, a link to which is available within the footer to every page of the website. The pmi.com cookie notice is also available here.

If you want to unsubscribe from receiving any marketing related promotions notification, please call contact centre 374 44 004767 or visit one of our stores.

The period for which we may retain personal information about you will depend upon the purposes for which the information was collected, whether you have requested the deletion of the information, and whether any legal obligations require the retention of the information, (for example, for tax and accounting purposes). In general, we will not retain personal information about you for longer than is necessary to fulfil the purposes for which the information was collected. You have the following rights in respect of personal information about you that we hold:

(a) request us to give you access to the information;

(b) request us to correct it, or update it;

(c) request us to erase (destruct) it;

(d) request termination of personal information processing;

(e) request implementation of other actions required under the law.

In addition, you may unsubscribe from any communications we send you using the process described in this document. You can withdraw your consent on personal data processing pursuant to the procedure envisaged under the Law of the Republic of Armenia “On Protection of Personal Data”. Withdrawal of your consent on personal data processing entails the consequences stipulated under the Law of the Republic of Armenia “On Protection of Personal Data”.

If you have any questions, or wish to exercise any of your rights, you can contact us at IQOS Customer Support at 374 44 004767 or via contact.am@iqos.com


Although we do our best to provide an informative touchpoint that you will enjoy using, unless where we have expressly set out to the contrary in these Terms, the touchpoint is made available to you on an “as is” basis.


(a) it is your responsibility – not ours – to ensure that the touchpoint is suitable for your intended purposes when you use it;

(b) we accept no liability to you in respect of the touchpoint (subject to the paragraph on “Limit of Liability” below); and

(c) we accept no liability as to the suitability or fitness of the touchpoint in meeting your needs and, to the fullest extent permitted by law, we exclude all express or implied promises and warranties, including:
  • that the touchpoint, or any content contained in or delivered via the touchpoint or otherwise made available in connection with the touchpoint, is accurate, complete, timely, up-to-date, suitable, or will operate in an error-free manner;
  • that access to the touchpoint will be uninterrupted, or error-free; and
  • that the touchpoint, or the computer systems from which the touchpoint is made available, are free of viruses or other harmful components.

Limit of Liability

We do not exclude or limit liability that cannot be excluded or limited by law, liability for death or personal injury caused by our negligence, or liability arising out of our fraudulent misrepresentation or gross negligence. We will not be liable to you for any loss or damage arising out of your use of the touchpoint in breach of these Terms, or caused by technologically harmful material or actions (such as virus or a distributed denial-of-service attack for web-site) that may affect your computer equipment, computer programs, data or other material in connection with your use of our touchpoint or on any website linked to it.

You acknowledge and agree that the operation of the touchpoint is dependent upon the proper and effective functioning of the internet and other third party equipment and services (including your own device or web browser), and that we do not guarantee, and will not be liable for, these in any way.

We will not be liable for any special, indirect, punitive or consequential losses or damages, or any loss of data, profits, revenues, business, or goodwill.

If you cause a technical disruption of the touchpoint or the systems transmitting the touchpoint to you or others, you agree to be responsible for all losses, liabilities, expenses, damages and costs, including reasonable attorneys’ fees and court costs, arising or resulting from that disruption.

Jurisdiction and Governing Law

The laws of the Republic of Armenia (the “Jurisdiction”) govern these Terms and your use of the touchpoint. You irrevocably consent to the exclusive jurisdiction of the competent courts located in the Republic of Armenia for any action to enforce these Terms.

Other important rights that we have under these Terms

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

If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our right to enforce any such failure against you, or that you do not have to comply with those obligations. If we do decide to waive our right to enforce a default or breach of these Terms by you, we will do so only in writing.

Each of the paragraphs of these Terms operates separately. This means that if any court or relevant authority decides that any of them are unlawful, illegal, or unenforceable, the remaining paragraphs will remain in full force and effect.

These Terms are not intended to give rights to anyone except you and us.

Once these Terms are accepted by you, you join these Terms and it constitutes an arrangement between you and us regulating the terms and conditions of use of touchpoints, as well as other matters related to such use described above.

How to Contact Us

Please contact our IQOS Customer Support at 374 44 004767 or contact us via www.iqos.com if:
  • you believe that the touchpoint infringes your intellectual property rights, or that it contains content that is illegal, offensive,
  • or infringes your or a third party’s rights;
  • or for any questions you may have about these Terms or the touchpoint.
IQOS is not risk free. For adults only.