Servify Protect Plan for Samsung

This risk underwritten accidental damage protection contract governs the support process for physical & liquid damages for Smartphones/Tablets (“Covered Device”) sold by Samsung through its official sales channels in India & in its original packaging. This Plan is not valid for any products that are purchased by a customer post a return from the first customer & even in unboxed condition.

1. Coverage begins when you (Beneficiary, who is the User of the Covered Device) purchases the Plan and ends on completion of Twelve Months (1 Year) from date of purchase of the Plan

2. This Plan can be purchased only within 15 calendar days of the original purchase of the Samsung Smartphone/Tablet

3. The accidental physical & liquid damage protection coverage provided by the Plan is additional to the coverage provided by the manufacturer’s hardware warranty in the first 365 days post purchase of the original Device

4. The number of Repair Request allowed per Device is subjected the Sum Insurance being utilized/exhausted. Upon exhausting the entire Sum Insured the Plan Cover shall cease to exist

5. Upon reporting & further settlement of a Repair Request being assessed as Beyond Economic Repair the Plan Cover/Sum Insured shall cease to exist

1. Beneficiary

   The purchaser of the Samsung Smartphone/Tablet (“Covered Device”), whose name is mentioned on the original invoice is the Beneficiary. The purchaser’s spouse, children, parents and siblings or the recipient of the Covered Device as a gift can also be the user of the Covered Device subject to the fulfilment of the conditions mentioned in the terms and conditions here. If the purchaser is a company, Beneficiary shall mean any representative/employee of the company authorised to use the Covered Device.
   

2. Covered Value

   Maximum Covered Value is equivalent to the Sum Insured which is calculated as Depreciated Value of the Device at the time of submitting the Repair Request for availing accidental and liquid damage protection as eligible under this Plan, less sum of total Repair Requested amount during policy period. The Plan allows raising multiple Repair Requests subjected to exhausting the applicable Sum Insured during the policy period of 12 Months (1 Year). If the repair charges are more than the Sum Insured determined at the time of submitting the Repair Request, the Beneficiary may choose to bear the differential amount for obtaining the repair as determined by the Samsung Authorised Service Provider (ASP) or receive the Covered Value as the complete settlement under this Plan. The Beneficiary has to pay a mandatory processing fee of Rs.500/- in case of repair. Alternatively, if the Beneficiary opts for reimbursement of the Covered Amount, when the Repair Request is being assessed as Beyond Economic Repair then the applicable depreciated amount, less the settlement amount of previous Repair Request/s, if any & less the mandatory processing fee of Rs.500/- will be returned to the beneficiary as settlement subject to beneficiary returning the original Device along with its original accessories to Servify. In case the accessories are not received by Servify, there will be a deduction of Rs.300/- from the final settlement amount (including Rs.500 of the mandatory processing fee)

3. Scope of Coverage

   When damage is reported under the Plan purchased & provided the Covered Device is handed over to Servify or its authorized channels in its entirety during the Repair Request Process & that the beneficiary has submitted the documents as required under the Plan and have purchased the Covered Device from official sales channels of original manufacturers in India. The following conditions would be covered. If the Covered Device:

   1. Suffers accidental physical damage and/or such damage that causes Covered Device to stop working on normal usage

   2. Fails to work because accidentally fluid has entered its internal circuitry, resulting into stoppage of the Covered Device
   3. Suffers damage due to:
      1. Acts of god perils, fire, lightening and explosion
      2. Damage during riot, strike & malicious damage

The Plan will not cover:

1. Any damage reported within 7 days of activation of this Plan

2. Plan purchased beyond 15 calendar days of purchase of the original Device

3. Any loss or damage under mysterious circumstances including lost or stolen

4. Loss resulting from or caused by theft, or attempted theft of insured Device, left in unattended vehicle or room

5. Loss or damage due to Intentional act or wilful neglect
6. Loss or damage arising before/after Coverage Period
7. Loss or damage not reported to Servify within 48 hours of the loss or damage to the Covered Device

8. Any loss or damage due to hire or loan of the Covered Device to a third party

9. Loss arising due to unlawful act including Terrorist activity, War, Nuclear Explosion, Radioactive Contamination, Chemical, Biochemical, Biological, Electromagnetic, Cyber Attack

10. Consequential loss of any kind or description including wear & tear, manufacturing defects

11. Loss or damage caused by incorrect storage, poor care and maintenance, careless use, gross negligence, incorrect installation and incorrect set-up

12. Loss due to negligence, intentionally misplaced, left unattended & forgotten at a public place

13. Loss covered by supplier, dealer or manufacturer’s limited warranty

14. Damage caused by (a) a product/ accessory that is not the Covered Device, (b) operating the Covered Device outside the permitted or intended uses described by the original manufacturer of the Device, or (c) service (including upgrades and expansions) performed by anyone who is not an Authorized Service Centre (ASC) of the original manufacturer of the Device, or any failure/damage caused outside the Indian territory

15. Any loss arising outside the territorial limits of India

16. Covered Device with a serial number that has been altered, defaced or removed, or has been modified to alter its functionality or capability without the written permission of the original manufacturer of the Device

17. Cosmetic damage to the Covered Device including but not limited to scratches, dents and broken plastic on ports & not affecting the functionality of the Covered Device

18. Defects caused by normal wear and tear or otherwise due to normal aging of the product

19. Issues that could be resolved by upgrading software to the then current version

20. Third-party products or their effects on or interactions with the Covered Device or the software

21. Your use of a computer or operating system that is unrelated to consumer software or connectivity issues with the Covered Device
22. Damage to, or loss of any software or data residing or recorded on the Covered Device

23. Recovery and reinstallation of software programs and user data are not covered under this Plan

24. Any loss or damage to accessories and panels even if forming part of the standard pack or to any complimentary or ancillary product/s made available under any promotional scheme

25. Costs implicitly or explicitly covered by any manufacturers, suppliers or repairers guarantee or warranty. Problems or defects otherwise covered under the original manufacturer’s Warranty/ Guarantee
26. Recalls or modifications to the Product

27. Accessories used in or with the Product
28. Replacement of consumable item or accessory like, plugs, batteries, light bulbs, light covers, software and add-on options incorporated in a Product for which the Service Contract was purchased. Batteries, internal or external to the product

29. Damage resulting from power outage, power surges or dips, fluctuating voltage, inadequate or improper voltage or current. Reception or transmission problems resulting from external causes

30. Devices purchased outside of India territory shall not be covered under this Plan irrespective of POS (Point of sale) form like E-retailer / Brick & Mortar retailer.

31. Damaged device where the IMEI cannot be identified. Please note that the IMEI mentioned on the SIM tray will not be considered as an identification of the device IMEI.

Servify shall not be liable in respect of loss or damage to Covered Device relating to or caused due to the following:

1. Loss or damage due to any experiments or tests and/or alterations resulting to any abnormal conditions of the Covered Device
2. Loss or damage due to mechanical or electrical break down or derangement, unless such loss is accidental damage, and which is not covered within the manufacturer’s warranty
3. Penalties for delay or detention or in connection with guarantees of performance or efficiency
4. Loss due to the Covered Device which gradually develops flaws, defects, cracks or partial fractures in any part not necessitating immediate stoppage, although at some future time repair or renewal of the parts affected may be necessary
5. Loss due to deterioration or wearing away or wearing out of any part of the Covered Device that is caused due to or naturally resulting from its normal use or exposure
6. Any loss and/or damage prior to delivery of Insured Device, if purchased online

7. Servify shall not be liable for any loss or damage Repair Request if:
   1. The user is found to be involved in any way in fraudulent or illegal activity of any kind whatsoever related to this Plan or Covered Device and/or

   2. The Plan is purchased for the Covered Device after 15 calendar days from the date of purchase of the Original Device and/or
   3. Due to the inability of the Beneficiary to submit any of the Repair Request processing documents and Repair Request payment required by Servify or the risk underwriter for processing the eligible Repair Request

   In any action, suit or other proceeding where the Servify or underwriting partner(s) alleges that by reason of the provisions of the exceptions or exclusions above, any loss, destruction, damage or liability is not covered by this Plan, the burden of proving that such loss, destruction, damage or liability is covered shall be upon the Beneficiary

In the event of damage to the Covered Device, you (Beneficiary) are required to do the following things:

1. An immediate intimation (not later than 48 hours from the date and time of damage) about the damage should be given to Servify via its support channels comprising of the App or Portal (https://servify.in) or on Call Center Number (1 800 123 333 888)
2. The event needs to be notified to Servify with cause or reason of damage & obtain service estimate towards damage
3. Do not get the damaged Insured Device repaired unless intimated over helpline of Servify & further authorized by Servify
4. Documents required during the Repair Request:
   1. Electronic Repair Request form duly filled in with all the details of the damage,
   2. ID proof, if requested
   3. Purchase invoice, if requested

1. For Repair Request pertaining to the damage of the Device, Servify provides services through Pick/Drop Support (“PUDO”) Service for the Covered Device, for serviceable locations, for the rest you may visit the nearest Servify Authorized Service Centre

2. You are required to wait until Servify confirms in writing via an email or on a voice call on your registered number or provides an update on the App or on its Consumer Web Portal about the status of the Repair Request and the next steps expected

3. Once you are notified that the service is complete, you will promptly be notified via the App & Servify Consumer Web Portal. The repaired Device will be delivered to the address of initial pickup within the next working day of completion of repair or replacement
4. Servify reserves the right to change the method by which they may provide repair service to you, and your Covered Device’s eligibility to receive a particular method of service under this Plan. Service options, parts availability and response times may vary according to the city you live in

In the event of damage to the Covered Device To receive service or support under the Plan, you agree to comply with the following:

1. Provide a copy of your Covered Device’s original proof of purchase, if requested again

2. Provide information about the reasons and causes of the damage to the Covered Device

3. Provide identity proof if requested to verify Beneficiary of the Plan
4. Respond to requests for information, including but not limited to the Covered Device serial number, model, version of the operating system and software installed, any peripherals Devices connected or installed on the Covered Device, any error messages displayed, actions taken before the Covered Device experienced the damage and steps taken to avoid the damage

5. Follow instructions Servify gives you, including but not limited to refraining from sending Covered Device that is not subject to damage protection as per the Plan and packing the Covered Device in accordance with shipping instructions
6. Make sure to backup software or data residing on the Covered Device. DURING THE FULFILLMENT OF DAMAGE PROTECTION SERVICE, SERVIFY OR THE ASP MAY DELETE THE CONTENTS OF THE COVERED DEVICE AND REFORMAT THE STORAGE MEDIA IF NECESSARY. Servify, or ASPs will return your Covered Device after the service event or provide a replacement unit as the Covered Device was originally configured, subject to applicable updates. Servify or the AASP may install latest software updates as part of hardware service that will prevent the Covered Device from reverting to an earlier version of the Operating System. Third party applications installed on the Covered Device may not be compatible or work with the Covered Device as a result of the Operating System update. You will be responsible for reinstalling all other software programs, data and passwords
7. Fill and submit the online Form with the details about the damage incident as required for submitting a valid Repair Request
8. Providing any additional documents as may be required by Servify in order to determine the admissibility of the Repair Request

The standard depreciation matrix applicable for this Plan is as below:

Beyond Economic Repairs (BER): If the Covered Device is Beyond Economic Repairs, the applicable depreciated amount will be returned to you as settlement, less the settlement amount of previous Repair Request/s if any subject to you returning the original Device along with its original accessories and original box to Servify. In case the original accessories are not received, there will be a deduction of Rs. 300/- from the final settlement amount

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, SERVIFY AND ITS EMPLOYEES AND AGENTS WILL UNDER NO CIRCUMSTANCES BE LIABLE TO YOU OR ANY SUBSEQUENT OWNER FOR ANY INDIRECT OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO COSTS OF RECOVERING, REPROGRAMMING, OR REPRODUCING ANY PROGRAM OR DATA OR THE FAILURE TO MAINTAIN THE CONFIDENTIALITY OF DATA, ANY LOSS OF BUSINESS, PROFITS, REVENUE OR ANTICIPATED SAVINGS, RESULTING FROM SERVIFY’S OBLIGATIONS UNDER THIS PLAN. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE LIMIT OF SERVIFY AND ITS’ EMPLOYEES AND AGENT’S LIABILITY TO YOU AND ANY SUBSEQUENT OWNER ARISING UNDER THE PLAN SHALL NOT EXCEED THE DEPRECIATED VALUE OF THE COVERED DEVICE. SERVIFY SPECIFICALLY DOES NOT WARRANT THAT (i) IT WILL BE ABLE TO REPAIR OR REPLACE COVERED DEVICE WITHOUT RISK TO OR LOSS OF PROGRAMS OR DATA, (ii) IT WILL MAINTAIN THE CONFIDENTIALITY OF DATA, OR (iii) THAT THE OPERATION OF THE PRODUCT WILL BE UNINTERRUPTED OR ERROR-FREE. NOTHING IN THIS AGREEMENT SHALL EXCLUDE OR LIMIT SERVIFY’S LIABILITY FOR (I) DEATH OR PERSONAL INJURY CAUSED BY ITS NEGLIGENCE, OR (II) FRAUD. TO THE EXTENT THAT LIABILITY UNDER SUCH LAWS AND REGULATIONS MAY BE LIMITED, SERVIFY’S LIABILITY IS LIMITED, AT ITS SOLE OPTION, TO REPLACE OR REPAIR OF THE COVERED DEVICE OR SUPPLY OF THE SERVICE

1. Servify may subcontract or assign performance of its obligations to third parties but shall not be relieved of its obligations to you in doing so
2. Servify is not responsible for any failures or delays in performing under the Plan that are due to events outside its reasonable control
3. This Plan is offered and valid only if you are making a Repair Request in India

4. This Plan is not offered to persons who have not reached at least the age of 18. This Plan may not be available in all states, and is not available where prohibited by law

5. In carrying out its obligations Servify may, at their discretion and solely for the purposes of monitoring the quality of their response, record part or all of the calls between you and them
6. You agree that any information or data disclosed to Servify under this Plan is not confidential or proprietary to you. Furthermore, you agree that Servify may collect and process data on your behalf when it provides service. This may include transferring your data to affiliated companies or service providers in accordance with the Customer Privacy Policy of Servify, details of which are available on its website under https://servify.in/privacy/
7. Servify have security measures, which should protect your data against unauthorized access or disclosure as well as unlawful destruction. You will be responsible for the instructions you give to Servify regarding the processing of data, and Servify will seek to comply with those instructions as reasonably necessary for the performance of the service and support obligations under the Plan. If you do not agree with the above or if you have questions regarding how your data may be impacted by being processed in this way, contact Service at the support mediums provided such as support@servify.in or the call center number of Servify.
8. The terms of the Plan, including the original sales receipt of the Covered Device and the Plan Confirmation, prevail over any conflicting, additional, or other terms of any purchase order or other document, and constitute your and Servify’s entire understanding with respect to the Plan
9. Servify is not obligated to renew this Plan. If either Servify does offer a renewal, they will determine the price and terms
10. There is no informal dispute settlement process available under this Plan
11. In the event any section or portion of a section of these terms and conditions are deemed invalid, void or unenforceable, that section or portion of a section shall be severed & or revised from these terms and conditions, and the remaining terms and conditions shall continue in full force and effect. Servify does not own the responsibility of the communication for the changes made if any. Revisions in the terms & conditions, if any will be updated on our website (T & C link to be shared)
12. These terms and conditions shall be governed by and construed under the laws of India
13. These terms and conditions do not affect your statutory rights as a consumer
14. Servify reserves the right, at its discretion, to change or modify, the terms of this Plan

1. This Agreement shall be governed and interpreted by, and construed in accordance with, the substantive laws of India and, subject to the arbitration agreement, only the courts of Mumbai shall have exclusive jurisdiction
2. Any communication in respect to this policy may be sent to Service Lee Technologies Private Limited. Service Lee Technologies Private Limited
3. 1022, 2nd Floor, Building No.: 10, Solitaire Corporate Park, Andheri-Kurla Road, Andheri – East, Mumbai – 400 093, Maharashtra, India Tel 1 800 123 333 888 Business Hours 9am-9pm email support@servify.in

1. Servify Customer Service Email ID: support@servify.in
2. Servify Repair Requests Email ID: claims@servify.in
3. Servify Customer Service Number: 1 800 123 333 888 (All days, 9am to 9pm)