Fairphone Easy. Frequently Asked Questions (FAQ)

Fairphone Easy is a lease service, currently available to customers based in the Netherlands. In this article you can find the most frequent questions about the service.

In case you are interested in leasing a Fairphone in France, Germany, and Belgium, check out our partner Commown!

 

In case you encounter software issues, use our Troubleshooting tool (available to guide you 24/7). Or contact with our Customer Support. They will be able to either solve the problem with you, or provide you with clear information on when a known issue is going to be solved.

 


FAQ

Click on a question to read its answer like so:

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Q: What is Fairphone Easy?

Fairphone Easy is a lease service, currently available to customers in the Netherlands. At the moment we are still in the pilot phase. This service is, unfortunately, not available in other countries until further notice.

Fairphone Easy is ideal for customers who love using a smartphone, but would like to have the maintenance and hardware repairs taken off of their hands. FairphoneEasy offers a swap service in case you encounter any hardware problem with the device.

What is included:

  • Our latest Fairphone 4 5G (256GB, 8GB RAM) in Green
  • Two accessories to help your device last longer:
    • A Fairphone 4 Protective Soft Case in Grey, Green or Pastel red
    • A Fairphone 4 Screen Protector with Blue Light Filter
  • Service: including device swapping, repair and maintenance.

Note that it is not possible to lease another type of Fairphone at themoment.

Optional: You can opt-in for a USB-C cable, a Dual port charger and even our TWS Earbuds, for an extra cost in case you need any of these.

How do I subscribe to this service? Go here!

Q: Which plans are available?

Fairphone Easy offers four different plans with the following prices (all including VAT):

  • A minimum of 3 months for 34 EUR per month.
  • A minimum of 12 months for 29 EUR per month.
  • A minimum of 36 months for 24 EUR per month.
  • A minimum of 60 months for 21 EUR per month.

Regardless of the plan you choose, a one-time deposit payment of 90 EUR is required. This is a downpayment for your subscription. The deposit will be refunded to you at the end of your subscription, once the device is returned to us and all outstanding payment is settled.

All plans come with a minimum commitment period, which is equal to the duration of your chosen subscription plan. If you choose a 12-month subscription plan, this time will be the minimum commitment period of your subscription. After receiving your device, you have 14 days to cancel or change your subscription without penalties. This is what we call the cool-off period. Once this period has passed, you will not be able to change or cancel your subscription for free anymore.

After the minimum subscription period ends, your plan will be automatically continued. At that point you can choose to continue your subscription, change or cancel with a 30 day notice period. If you do not wish to prolong your plan, you have to cancel a minimum of 30 days before the subscription period ends.

Q: Can I cancel my subscription?

Yes, you can. We offer you to cancel your subscription free of charge within14 days from the day you subscribed. If you make use of this 14-day cool-off period, you must return the device as soon as possible. To request a cool-off return, contact Customer Support.

The Customer Support will provide you with the necessary details and shipping labels for the return. The device must be returned in the original condition and packaging in accordance with the instructions received from our Customer Support, together with accompanying the protective soft case and the screen protector. In case you purchased additional accessories and wish to return them, inform our Customer Support so that they can help you further.

If you want to cancel your subscription after the 14-day cool-off period but before the end of the minimum commitment period , you can do so by contacting our Customer Support or via the self service portal. Bear in mind that you will still need to pay the outstanding monthly fees that would have applied until the end of your minimum subscription term.

Q: Is it available for direct customers, for companies or for both?

For now, Fairphone Easy is available only to individual customers registered in the Netherlands.

Q: Can customers also get Fairphone Easy from one of your resellers?

No, Fairphone Easy is currently only available directly through Fairphone in the Netherlands. To subscribe simply go to the dedicated page on our web shop.

Q: How does the ‘taking care and use longer’ reward work?

We want to encourage all our Fairphone Easy long-term subscribers to take good care of their Fairphone 4 device. This is why we offer a reward system with a simple basic principle - with each year you take care of your Fairphone, we thank you by reducing your monthly subscription costs.

The reward system works like this:

  • If your device or its modules have not been swapped after your first full year of subscription, you qualify for a 2 EUR deduction on your monthly subscription rate in the coming year.
  • After that, for each additional year that your device or its modules have not been swapped, you will get an additional 2 EUR deduction on your monthly subscription rate in the coming year.
  • This will be automatically applied in the 1st month of the new year of your subscription.

Example:

You’ve become a Fairphone Easy subscriber and choose a subscription of a minimum of 36 months in July 2022. During your first year, you kept your Fairphone 4in good shape and did not have to swap your device nor its modules. That’s great!As of August 2023, your monthly subscription will be adjusted, and instead of the full price (24 EUR/per month) you will be paying just 22 EUR. For each subsequent year, you can earn an extra deduction of 2 EUR per year if you keep your Fairphone4 swap-free. This means that by the end of your subscription period in 2025, your monthly subscription costs could go down to 20 EUR during the 3rd year of your subscription.

Keep in mind that you will be eligible to participate in the rewards system regardless of your chosen length of subscription. However, you will only be able to profit from these benefits if you keep your subscription for a year or longer.

To be eligible for the reward, aside from swapping your device, you also should not swap the modules by yourself. In case you have any hardware issues, you need to contact our Customer Support. This is because you are renting this Fairphone4. We cover this in our Fairphone Easy Terms and Conditions.

Q: Can I sign up for more than one Fairphone Easy subscription?

Yes. However, you need to make a separate request to our Customer Support. You can request up to 3 subscriptions. Note that for each additional subscription, you will also be charged an additional 90 EUR deposit.

Q: Can I keep the phone after the subscription ends?

Unfortunately not. Once your subscription ends, you need to send us back your phone, with the screen protector and protective soft case we gave you. We will make the most out of your returned Fairphone 4, by refurbishing or recycling its materials to build new devices in the future.

Q: What happens after the subscription period ends?

Your subscription will continue until you decide otherwise. You may change or stop your subscription at any time. Bear in mind that a 30 day notice period applies. When you decide to stop your subscription, you need to request a cancellation at least 30 days in advance. You can do so via the self-service portal. Any questions, you can contact our Customer Support.

Q: Are there additional costs involved with the subscription?

In principle there will be no other charges, not even for repair, maintenance or swap services. This will only happen in exceptional cases. For more details, refer to our Fairphone Easy Terms and Conditions.

We will not charge shipping costs during the subscription. We will take care of shipping costs for the initial shipment of the phone, as well as the potential swaps and returns.

Q: Do I get a SIM-card with the phone?

No, you will not receive a SIM card with the phone. You can use your currentSIM card or get a SIM card with the network operator of your preference. If your current  SIM card is older than 2 years, we recommend treating yourself to a new one for your Fairphone 4 to work at its best.

Q: Why do I have to go through an ID & credit check?

We believe it is important that the agreement between you and Fairphone is responsible for both parties.

We perform automated credit checks with Focum. We also ask you to verify your identity by using IDIN, an online verification tool. We do this to limit payment problems and potential fraud/stolen devices.

We will inform you about all necessary steps during the subscription process.

This is not the same as a BKR registration. With us, you rent a smartphone and nothing is registered in your name.

Q: How does the ID-check work?

After check-out, you will receive an email asking you to verify your identity using IDIN. By clicking the link, IDIN lets you log in securely by using your bank's tried and trusted log-in methods.

If your identity check fails, it could be because you haven't filled in all your personal details. It could also be because you have listed a different address than the one known to your bank (for instance because you recently moved).

If the ID check fails, it is likely that you can solve this rather quickly yourself by ensuring the data you fill in through IDIN is identical to the data known to your bank.

A problem during the credit check might be more difficult to solve. You can find more information here.

For more information on how these services work, check the respective websites of Focum and IDIN for more information or alternatively consult with your bank.

If you have questions about this process, contact Focum or your bank.

In any case, your payment will be refunded within 7 working days to the same bank account you used to pay.

Q: What if I encounter issues with my Fairphone Easy subscription or products?

In case you encounter software issues, use our Troubleshooting tool (available to guide you 24/7). Or contact with our Customer Support.

They will be able to either solve the problem with you, or provide you with clear information on when a known issue is going to be solved.


More Information

The Fairphone Easy webpage.

Fairphone Easy Terms & Conditions.

 


If after reading the article you need more help, contact with our Customer Support.