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FAQ

SUBSCRIPTION PROGRAM

What is subscription?
Subscription is a program which allows a Legal Aged Smoker or User to purchase an IQOS Device, whilst paying it off on a monthly basis for up to 12 months. .
How do I sign up for subscription?
When you purchase an IQOS Device at a store/kiosk or thorugh an IQOS Coach, you will be provided with the option to pay in full up front or to pay the Device off over time using a monthly subscription fee.
Am I able to cancel my IQOS subscription?
Yes you can cancel your IQOS subscription at any time. You will need to pay off the remaining monthly subscription fees for the Device (excl. service fee)
How does the payment system work?
The first payment will be made upon receiving the Device. Thereafter, the amount will come off your account on a monthly basis for the remainder of the subscription period.
What happens if I give up tobacco, can I cancel my subscription and get my money back?
Yes, you may cancel your subscription, however you will need to pay the remaining months balance on your subscription as per the IQOS On terms and conditions
What is the cancellation process for IQOS ON?
You may cancel your IQOS ON subscription at any time for any reason, provided that the you give at least 20 (twenty) Business Days written notice on the Subscriber Portal. Such termination will be subject to payment of a reasonable cancellation fee, which amounts to the balance of the retail price of the IQOS device(s) received through IQOS ON. Payment of the cancellation fee would be immediately due to action the cancellation.
How long is the IQOS ON subscription period?
The subscription is valid for 12 months
How do I keep track of how long I’ve been on IQOS ON?
IQOS ON by accessing your monthly statement through the Subscriber Portal
What happens if I want to upgrade my IQOS device
With IQOS ON, you are eligible for a device upgrade on month 10 should you renew your IQOS ON subscription for another 12 month period. Alternatively, you could follow the above cancellation procedure and/or take out a new IQOS ON subscription.
Can I cancel my subscription, return the device and avoid the penalty fee?
You may cancel your IQOS ON subscription at any time for any reason, provided that the you give at least 20 (twenty) Business Days written notice on the Subscriber Portal. Such termination will be subject to payment of a reasonable cancellation fee, which amounts to the balance of the retail price of the IQOS device(s) received through IQOS ON. Payment of the cancellation fee would be immediately due to action the cancellation.
Can I adjust my payment plan?
You may cancel your IQOS ON subscription at any time for any reason, provided that the you give at least 20 (twenty) Business Days written notice on the Subscriber Portal. Such termination will be subject to payment of a reasonable cancellation fee, which amounts to the balance of the retail price of the IQOS device(s) received through IQOS ON. Payment of the cancellation fee would be immediately due to action the cancellation
Can I pay off my subscription sooner than 12 months
You may cancel your IQOS ON subscription at any time for any reason, provided that the you give at least 20 (twenty) Business Days written notice on the Subscriber Portal. Such termination will be subject to payment of a reasonable cancellation fee, which amounts to the balance of the retail price of the IQOS device(s) received through IQOS ON. Payment of the cancellation fee would be immediately due to action the cancellation.
What happens if my device is stolen ? Do I continue paying?
Yes you would continue paying for the remainder of the Subscription period.
How do I locate a store offering IQOS ON?
Please visit our store finder to identify which retailers offer IQOS ON
I have a device on subscription that I cannot use. What plan have you put in place for these debit orders to be on hold during the Covid-19 lockdown period?
We have introduced a Payment Holiday for all our qualifying IQOS ON subscribers. Therefore, you have the option to suspend your debit orders until there comes an Alert Level where we will be able to fully support you again with all your tobacco related products.  
How long will the subscription Payment Holiday last?
A Payment Holiday may be taken as early as from April 2020. up until the date on which the prohibition on the sale of tobacco is lifted and is subject to cancellation by you at any time. For more questions on this, please refer to the Supplemental Terms and Conditions.
How do I apply for the subscription payment holiday?
You will need to accept the new terms and conditions for us to activate the Payment Holiday on your IQOS ON account. Contact the IQOS ON team on 010 594 5138 or email us at iqoson@ammacom.com
How will the Payment Holiday work?
Once you have accepted the new terms and conditions, debit orders will be suspended. The duration of your Subscription Agreement will be extended by the period of the Payment Holiday. Your obligation to make payment of the Subscription Fee will resume immediately following the Payment Holiday, until such time as the Subscription Fee has been paid in full over a total period of 12 months’ worth of payments.
Do I qualify for the subscription Payment Holiday if I have defaulted on a payment?
Yes, provided that your subscription payments are brought up to date as from the date from which you elect to take a Payment Holiday. A Payment Holiday can be taken from as early as April. Your subscription should therefore be up to date at least up to end March. 
What if my subscription debit order has already been deducted?
If your Subscription Fee has already been deducted for the month in which you elect to take a Payment Holiday, the Payment Holiday will commence as from the month in which the next Subscription Fee payment is due.
Can I cancel my Payment Holiday?
Yes. Your Payment Holiday can be cancelled by you at any time by contacting us on 010 594 5138 or emailing is at iqoson@ammacom.com

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