I lost my Circular device. What happens now?
Losing your Circular device is understandably distressing and can be stressful. If your Circular device is lost or you suspect that it has been stolen, the first step is to file a police report as soon as possible. Notify us immediately about the loss or theft of your device. Providing us with a copy of the police report is crucial.
Once we receive the police report, we will proceed to cancel your subscription. This step is taken to ensure that there are no further charges for the service of a device you no longer have access to. We will then inform you about the Non-Return Fee. This fee is imposed to cover the replacement cost of the lost or stolen device, and you will be charged accordingly.
The Non-Return Fee is calculated as the Recommended Retail Price (as set by Circular) minus 50% of the total amount you’ve already paid through your Subscription Payments.
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:::tip Example scenario:
- Subscription starts on 05/01/2024 for 12 months at $100 per month.
- You notified us that the device was lost and sent us the police report on 01/08/2024. As of that date, Circular had received seven monthly payments.
- Circular cancels your subscription and charges you a Non-Return Fee.
\n Assuming device RRP is $2000:
- Non-Return Fee is calculated as $2000 - 50% of $700 = $1650.
- Total due for device lost with a police report is $1650.
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What happens if I do not want to lodge a police report?
Filing a police report is a critical step in the event of losing your Circular device, serving as official proof that the loss was beyond your control. Circular mandates the submission of a police report for all cases of lost devices to proceed with the appropriate actions, such as canceling your subscription without additional penalties beyond the Non-Return Fee.
In the absence of a police report, Circular reserves the right to impose an Early Termination Charge in addition to the Non-Return Fee (which will be revised to include the paid Early Termination Charge). These fees are applied as you would be unable to provide the required documentation to prove the loss was beyond your control. The Early Termination Charge is calculated as the remaining monthly payments until the end of your subscription term.
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:::tip Example scenario:
- Subscription starts on 05/01/2024 for 12 months at $100 per month.
- You notified us that the device was lost but failed to send us the police report on 01/08/2024. As of that date, Circular had received seven monthly payments.
- Circular cancels your subscription and charges you a Non-Return Fee.
- Additionally, an Early Termination Charge of $500 for the remaining 5 months.
\n Assuming device RRP is $2000:
- Non-Return Fee is calculated as $2000 - 50% of ($700 + $500) = $1400**.**
- Total due for device lost without a police report is $1400 + $500 = $1900.
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We encourage you to reach out to us via email at help_sg@nowcircular.com (Singapore) or help_au@nowcircular.com (Australia) as soon as your Circular device is lost. The sooner we're aware, the more effectively we can work together to resolve this.