Membership Terms

The services provided through this membership are intended to add to the rights and remedies you may already have under applicable consumer protection laws. This means ProRobin does not replace or reduce your consumer rights. Instead, this membership provides access to device repair and support services for your eligible device.

ProRobin is not an insurance company, warranty provider, or service contract provider. ProRobin Membership is not insurance and does not provide insurance coverage. ProRobin offers a membership-based program that provides access to repair and support services, subject to membership guidelines.

Membership Overview

What It Is

This document explains the terms of the ProRobin membership. The membership becomes active after you receive confirmation from ProRobin. Confirmation is issued after you install the required Sahara case and screen protector, including a camera protector if needed, on your device and send clear photos or a short video of all sides of the device while it is turned on and protected as required. Send the images or video to support@prorobin.com. If you purchased your membership directly from Sahara Case, you may also obtain a copy of your Membership Confirmation at saharacase.com.

Your Rights Plus Additional Services

The services available through this membership are in addition to your legal rights, the manufacturer’s warranty, and any technical support already available to you. This applies to both Fixed-Term Memberships and Monthly Memberships. Applicable costs may be paid by you or by another party, depending on how the membership was purchased.

Membership Details

The membership applies to the device or devices and included accessories listed in your Membership Confirmation. Any replacement devices provided by ProRobin under this membership may remain eligible for the rest of the active Membership Term.

Membership Term and Renewal

Start and Duration

The membership begins after you purchase it, submit the required device information, and receive confirmation from ProRobin following review of the photos or video you provide. Monthly Memberships renew each month automatically until canceled.

Renewal and Cancellation

Monthly Memberships renew automatically. You may cancel at any time by emailing support@prorobin.com and following the cancellation steps provided. By agreeing to these terms during checkout for a Monthly Membership, you agree to the renewal provisions described here. Renewals occur at the original purchase price unless a pricing change is communicated in accordance with these terms.

Availability of Monthly Memberships

Monthly Memberships may not be available for all eligible devices. For Fixed-Term Memberships, the length of the Membership Term is stated in your Membership Confirmation. ProRobin is not required to renew a Fixed-Term Membership. If ProRobin offers a renewal, it may set the renewal price and renewal terms.

Payment Terms

For Monthly Memberships and Fixed-Term Memberships paid in installments, where available, you agree to keep current the credit card, debit card, or other authorized payment method used for the original membership purchase. This payment method may be charged automatically before the first day of each renewal or installment period following your initial payment.

Payment Challenges

If your payment method cannot be charged for any reason and the required renewal or installment payment is not made on time, your membership may end as of the due date. ProRobin may, but is not required to, accept a late payment and continue the membership from the date the late payment is received.

Membership Services

Hardware Service for Defects

If, during the Membership Term, you submit a service request, ProRobin may provide repair services using new parts or previously used parts that meet functional requirements.

Device Exchange

If ProRobin exchanges the eligible equipment, the original product becomes ProRobin's property, and the replacement product becomes your property. The replacement device may remain eligible for the rest of the active Membership Term.

Service for Accidental Damage

If, during the Membership Term, you submit a service request, ProRobin may provide repair or replacement services, subject to payment of the applicable service fee.

Each time service is provided, each service request is subject to the applicable service fee.

i) Repair services may be provided using new parts or previously used parts that have been tested and meet ProRobin’s functional requirements.

(ii) Replacement devices may be provided that are new or made from new and/or previously used parts that have been tested and meet ProRobin’s functional requirements.

If ProRobin exchanges the eligible equipment, the original product becomes ProRobin’s property, and the replacement product becomes your property. The replacement remains eligible for the rest of the active Membership Term. Each time you receive accidental damage service, the service request is subject to the applicable service fee. You may submit service requests while the membership remains active, subject to these terms. Requests submitted after the membership has been canceled or ended are not eligible.

Service Fees

  • Mobile Phone: $35
  • Tablet: $35

The applicable service fee applies to each service request.

Scope of Technical Support

Technical support provided under this membership is limited to the eligible equipment.

What Is Not Included

Services are not available for:

  • (a) Normal wear and tear
  • (b) Preventive maintenance
  • (c) Lost or stolen devices
  • (d) Abuse or misuse
  • (e) Unauthorized repairs
  • (f) Pre-existing damage
  • (g) Data loss
  • (h) Commercial use
  • (i) Damage caused by non-eligible equipment. Non-eligible equipment means any device or accessory not listed as eligible in your Membership Confirmation. This includes devices or accessories not listed in the Membership Confirmation, equipment not purchased with the ProRobin membership, devices without the required Sahara case and screen protector installed, and any other electronics or items that do not meet the membership requirements.
  • (j) Repair of non-eligible equipment.
  • (k) Damage repaired by anyone other than ProRobin or a ProRobin authorized representative.
  • (l) Pre-existing conditions if the membership was purchased after the device had already sustained damage.
  • (m) Devices with a tampered, altered, or removed serial number.
  • (n) Damage caused by fire, earthquake, or other outside causes.
  • (o) Loss of or damage to electronic systems or data used to store, process, access, transmit, or receive information within the device.
  • (p) Service sought for commercial purposes or financial gain, including any attempt to sell, transfer, or assign rights under the membership to another person or entity.

How to Obtain Service

You may request service by calling ProRobin at 866-776-7624 or emailing support@prorobin.com. You must provide your Membership Agreement Number or the serial number of the eligible device.

Service Options Provided by ProRobin

  • (a) Carry-In Service Available for most eligible equipment. You may return the eligible equipment to a ProRobin location or a ProRobin Partnership Repair Center that offers carry-in service. Service may be performed at that location or the equipment may be sent to ProRobin.
  • (b) Mail-In Service Available for most eligible equipment. If ProRobin determines that your equipment qualifies for mail-in service, ProRobin will provide instructions.

Shipping for Service

You must send the eligible equipment to a repair center in accordance with ProRobin’s instructions. After the service is completed, the repair center will return the equipment to you.

DIY Parts Service

Available for many eligible equipment types, this option allows you to perform certain repairs yourself. If return of the replaced device or part is required, ProRobin may request a credit card authorization as security for the retail value of the replacement and applicable shipping costs until the replaced item is returned as instructed. If you cannot provide a credit card authorization, service may be limited, and ProRobin may offer an alternative arrangement.

If ProRobin replaces the eligible equipment and requires return of the original device, the original becomes the property of ProRobin and the replacement becomes your property, with membership eligibility continuing for the rest of the Membership Term. ProRobin does not cover labor costs you may incur in connection with DIY parts service.

Your Responsibilities

To receive service, you agree to:

  1. Provide your Membership Agreement Number and a copy of the original proof of purchase for the membership.
  2. Provide detailed information about the symptoms and causes of the issue affecting the eligible equipment.
  3. Respond promptly to requests for information needed to diagnose or service the equipment.
  4. Follow all instructions provided by ProRobin.
  5. Update all software to the currently published releases before seeking service.
  6. Back up all software and data stored on the eligible equipment before service. You acknowledge that ProRobin and its partners are not responsible for any loss of data on your device.

During Hardware Service

ProRobin or its authorized repair center may erase all contents of the eligible equipment and reformat storage media. The equipment will be returned to you, or a replacement may be provided, configured as originally purchased, subject to applicable updates. ProRobin or its service provider may install operating system updates as part of a hardware service, which may prevent the device from reverting to an earlier version of the operating system.

Software Compatibility After Updates

After an operating system update, third-party applications installed on eligible equipment may no longer be compatible or function as expected. You are responsible for reinstalling all other software, data, and passwords after an operating system update.

Limitation of Liability

To the maximum extent permitted by applicable law, ProRobin and its employees and agents are not liable for indirect or consequential damages. This includes, without limitation, costs associated with recovering, reprogramming, or reproducing any program or data, or failure to maintain the confidentiality of data. ProRobin is also not liable for any loss of business, profits, revenue, or anticipated savings arising out of its obligations under this membership. The liability of ProRobin and its employees and agents to you and any subsequent owner of the eligible equipment arising under the membership will not exceed the original price paid for the membership. ProRobin does not guarantee that it will be able to repair or replace the eligible equipment without risk to or loss of programs or data, and does not warrant that operation of the product will be uninterrupted or error-free. The services provided under this membership are in addition to any rights and remedies available under consumer law and regulations.

Cancellation Rights

You may cancel this membership at any time.

Membership Cancellation

To cancel a Monthly Membership immediately, you may:

  • Email support@prorobin.com and follow the cancellation instructions provided.
  • Call ProRobin at 866-PRO-ROBIN (866-776-7624) or contact your billing provider if billing is not handled by ProRobin.
  • Use any other cancellation method provided by ProRobin.

Monthly Membership Cancellation

For Monthly memberships, the membership remains active until the end of the current month if you choose to cancel, at which point the cancellation becomes effective. No refund will be provided for the remaining part of the month. If you fail to make a monthly payment on time, that may be treated as your intention to cancel the membership, and no refund for the current month will be provided.

Fixed-Term Membership Cancellation

To cancel a Fixed-Term Membership, you may:

  • Call ProRobin at 866-PRO-ROBIN (866-776-7624).
  • Email ProRobin at support@prorobin.com.
  • Send written notice to ProRobin at the designated ProRobin address.

Upon Cancellation

  • Within 30 days of purchase or receipt: You will receive a full refund, minus the value of any services already provided under the membership.
  • After 30 days: You will receive a pro-rata refund based on the unexpired portion of the Membership Term, less the value of any services already provided, unless otherwise required by applicable law.

If your membership is financed, any refund may be sent directly to the financing entity.

Cancellation Upon Trade-In

For Monthly Membership, if you trade in your eligible equipment to ProRobin or an authorized reseller as part of an approved trade-in program, the Monthly Membership will automatically cancel.

Effect of Cancellation and Transfer

Effect of Cancellation: As of the effective date of cancellation, ProRobin’s future obligations under the membership end. After cancellation, ProRobin is no longer required to provide services under the membership.

Transfer of Membership: Fixed-Term Memberships and Monthly Memberships are not transferable.

Membership Changes

The terms and conditions of your membership as originally issued remain in effect throughout your Membership Term and for each renewal of a Monthly Membership unless ProRobin notifies you of changes. ProRobin reserves the right to revise membership terms, including prices and service fees, upon sixty (60) days’ written notice, or longer if required by law. Notice may be provided by email, separate written notice, or another reasonable method.

If you do not agree with the revised terms:

  • You may cancel the membership without penalty during the notice period.
  • If you do not cancel during the notice period and continue to pay monthly or installment charges, or request service after changes have been communicated, that will be treated as your acceptance of the revised terms.
  • You may still cancel the membership at any time in accordance with this section.

If ProRobin makes changes that broaden services under the membership without increasing your price or service fees, those changes will automatically apply to your membership.

General Terms of the Membership

(a) Subcontracting and Assignment:
ProRobin may subcontract or assign performance of its obligations under this membership to third parties but remains responsible for ensuring its obligations to you are satisfied.

(b) Force Majeure:
ProRobin is not responsible for failures or delays in performing obligations under the membership caused by events outside its reasonable control.

(c) Preventive Maintenance:
You are not required to perform preventative maintenance on eligible equipment to receive service under this membership.

(d) Geographic Validity:
This membership is offered and valid only in the fifty states of the United States of America and the District of Columbia. It is void where prohibited by law, and individuals who have not reached the age of majority may not purchase the membership.

(e) Quality Monitoring:
ProRobin may record part or all of calls between you and ProRobin solely for quality monitoring purposes.

(f) Data Disclosure:
Any information or data disclosed to ProRobin under this membership is not treated as confidential or proprietary to you. ProRobin may collect and process data on your behalf when providing service, including the transfer of data to affiliated companies or service providers.

(g) Data Security:
ProRobin uses security measures designed to protect your data against unauthorized access, disclosure, or unlawful destruction.

(h) Privacy and Data Usage

By purchasing this membership, you agree that ProRobin and its service providers may use, process, transfer, and protect your information in accordance with the applicable Privacy Policy. This includes your name, device serial number, contact information, service history, and other personal information collected or generated in connection with the membership for the following purposes:

  • Providing and administering services under the membership.
  • Maintaining service quality.
  • Communicating with you regarding the membership, related financial transactions, and services and support provided under this membership.

For these purposes, your personal information may be transferred among ProRobin, its affiliates, and service providers. If you have questions about processing of your personal data, contact ProRobin through the designated support channels or review the privacy notice provided on its website.

Clarifications and Additional Provisions of the Service Membership

(i) Governing Documents:
The terms of the membership, including the original sales receipt and Membership Confirmation, control over any conflicting or additional terms in any purchase order or other document and constitute the full agreement between you and ProRobin concerning the membership.

(j) Membership Renewal:
ProRobin is not obligated to renew any Fixed-Term membership. If renewal is offered, ProRobin will determine the renewal price and renewal terms.

(k) Dispute Resolution:
Any disputes must be resolved through the dispute resolution process described in the applicable membership documents, which may include mediation, arbitration, or other formal legal procedures where permitted by law.

(l) Legal Identity and Structure:
As used in this membership, “ProRobin” refers to ProRobin LLC, registered in Idaho, with its principal office in Garden City, Idaho.

(m) Membership Administration:
ProRobin, an Idaho limited liability company based in Garden City, administers the membership. The administrator is responsible for collecting the membership purchase price and managing service requests.

(n) Governing Law:
Except where prohibited by law, the laws of the State of Idaho govern memberships purchased in the United States.

(o) Language of Support Services:
Support services under this membership may be available only in English.

Jurisdiction-Specific Variations

Certain terms may vary by jurisdiction to comply with local law:

  • For residents of states such as California, New York, Missouri, and Washington, if a refund is due under the cancellation terms and ProRobin fails to issue the refund within 30 days, a penalty of 10% per month may apply to the amount due where required by law.

Jurisdiction-Specific Refund Timelines and Membership Details for Various States

Refund Timelines:

  • Alabama, Arkansas, Colorado, Hawaii, Maine, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, South Carolina, Texas, and Wyoming: Refund within forty-five (45) days.
  • New Mexico: Refund within sixty (60) days.

Membership Costs by Device:

  • Mobile Phones:
    • Monthly Membership: $5
    • 24 Month Fixed-Term Membership: $120
  • Tablets:
    • Monthly Membership: $5
    • 24 Month Fixed-Term Membership: $120

State-Specific Terms:

  • California Residents: Full refund within 30 days of receipt of the membership, minus any services already provided, where permitted by law.
  • Colorado Residents: Subject to the Colorado Consumer Protection Act or Unfair Practices Act.
  • Connecticut Residents: The membership expiration date is extended by the amount of time the eligible equipment is in ProRobin’s custody for service. Disputes may be resolved by arbitration where permitted. Complaints may be directed to the Connecticut Insurance Department if required by law.
  • Florida Residents: Governed by Florida law, with no cancellation fee imposed where prohibited.
  • Michigan Residents: The membership is extended for any strike or work stoppage at ProRobin’s place of business, if required by law.
  • Nevada Residents: Services unrelated to unauthorized components or unauthorized service are not impaired by exclusions concerning unauthorized components or service, where required by Nevada law.

General Provision: Any late-refund penalty applies only to the original purchaser of the membership and may not be transferred or assigned.

Membership Cancellation Terms and Guidelines

Exclusion Clauses Related to Unauthorized Components or Services: Services under the membership unrelated to the use of unauthorized components or services will not be affected by exclusions relating to those unauthorized components or services.

Cancellations by Provider: A membership that has been active for at least seventy (70) days may not be canceled by the provider before the end of the agreed term or one year from the effective date, whichever comes first, except under the following conditions where permitted by law:

  1. Non-payment: Failure to pay an amount due.
  2. Fraud or Misrepresentation: Discovery of fraud or material misrepresentation in obtaining the membership or in presenting a service request.
  3. Violation of Membership Conditions: Discovery of an act, omission, or violation of a condition of the membership that substantially increases the service required under the membership.
  4. Change in Service or Repair Needs: A material change in the nature or extent of required service or repair after the effective date of the membership that substantially increases service beyond what was contemplated when the membership was issued.

Refund Policy:

  • Void Membership: If you have not made a service request and return the membership within 20 days of receiving it by mail, or within 10 days if it was delivered at the time of sale, the membership is void and you will receive a full refund of the purchase price, subject to applicable law.
  • Provider-Initiated Cancellation: If ProRobin cancels the membership, ProRobin must refund the unearned portion of the purchase price. Any outstanding balance on your account may be deducted from the refund where permitted by law.
  • Nevada Specifics: Under Nevada law, if ProRobin cancels the membership, no cancellation fee may be charged. Nevada residents who are the original purchasers and request cancellation according to the membership terms will receive the unearned portion of the purchase price without deduction for services provided where required by law.
  • After the First 30 Days: If you request cancellation after the first 30 days of the Membership Term, ProRobin will not impose a cancellation fee or deduct the value of services already provided where prohibited by applicable law.

State-Specific Terms for Membership:

Nevada Residents:

  • Refund Calculation: When calculating a refund, ProRobin may deduct any outstanding balance from the unearned portion of the purchase price where permitted by law.
  • Transfers: Transfers of Monthly Membership or Fixed-Term Membership paid in installments by a Membership Payment Provider are not permitted.

New Mexico Residents:

  • Cancellation Conditions: Similar protections apply so that a membership active for at least 70 days may not be canceled before the agreed term expires or one year after the effective date except in cases such as non-payment, criminal conviction, fraud, material misrepresentation, substantial violation, or a material change in required service that substantially increases the service demand, where permitted by law.

North Carolina Residents:

  • Cancellation Policy: ProRobin will not cancel the membership except for non-payment of the purchase price where required by North Carolina law.

Tennessee Residents:

  • Extension of Membership Term: The term of the membership is extended by the number of days the product is under repair, plus an additional two working days, where required by law.

Texas Residents:

  • Provider Cancellation: The provider may cancel the membership without prior notice for reasons such as non-payment, misrepresentation, or substantial breach of duties relating to the eligible equipment or its use, where permitted by Texas law.

Wisconsin Residents:

  • Refund Policy: If you cancel within 30 days of purchase or receipt of these terms, whichever is later, you are entitled to a full refund. If canceled after 30 days, a pro-rata refund of the original purchase price based on the unexpired term will be given, without deductions for services received, where required by Wisconsin law.

Specific Terms for Wyoming Residents and General Information on Service Accessibility:

Wyoming Residents:

  • Cancellation Notification: If ProRobin cancels the membership, written notice will be mailed at least 10 days before the cancellation effective date, including the cancellation date and reason, where required by law.
  • Exceptions to Prior Notice: Prior notice is not required if cancellation is due to non-payment, material misrepresentation, a substantial breach of your duties under the membership, or a substantial breach of duties related to the eligible equipment or its use, where permitted by law.
  • Dispute Resolution: Disputes under the membership may be resolved through arbitration in accordance with the Wyoming Arbitration Act where applicable.

General Information on Service Accessibility:

  • Service Contacts: For service or support, call ProRobin at 866-PRO-ROBIN (866-776-7624).
  • Contact Information and Hours: Service hours and telephone numbers may vary and may change. Current contact information is available through ProRobin support resources.
  • Availability of Toll-Free Numbers: Toll-free numbers may not be available in all areas, so please review local support information where applicable.