Accidental Damage Protection Plan (“Plan”)

  1. The Plan
  2. This accidental damage protection and service contract governs the support process for accidental physical and fluid damages for Motorola/Lenovo Devices sold by Lenovo India Private Limited (“Covered Device”) through its official sales channels in India in its original packaging. This Plan is not valid for any products that are either refurbished or purchased by a customer post a return from the first customer, even in an unboxed condition.

  3. Plan Coverage Duration
    1. Coverage begins when you (Customer, who is the User of the Covered Device) register your Covered Device for the Plan and ends on completion of Twelve months from date of purchase of the Covered Device (“Coverage Period”)
    2. This Plan can be purchased only within 30 calendar days of the original purchase of the Covered Device, and subject to the Covered Device being in its perfect working condition
    3. To register for the Plan and obtain your Plan Confirmation, download motocare Mobile Application (“App”) from Google Play Store and register your Covered Device for the Plan with the Activation Code sent to you and complete an activation process as mentioned in the app. The activation process has to be completed within 30 calendar days of purchase of the Device
    4. The terms of this Plan, the original sales receipt for your Plan, the original sales receipt of your Covered Device, the proof of your identity provided at the time of raising a Damage Repair Request, the indemnification you provide about the working condition of the Covered Device before the purchase of the Plan and the Plan Confirmation are each part of the Plan
    5. The accidental damage protection coverage provided by the Plan is additional to the coverage provided by the manufacturer’s warranty
  4. Coverage Details
    1. Customer
    2. The purchaser of the Covered Device whose name is mentioned on the original invoice is the Customer. The purchaser’s spouse, children and parents can be the users of the Covered Device. If the purchaser is a company, Customer shall mean any representative/employee of the company authorized to use the Covered Device

    3. Plan Types
      1. The list of Plans for Motorola/Lenovo Devices is mentioned below. It is the responsibility of the Customer to purchase the correct Plan as per the Motorola/Lenovo Device (Covered Device) for which the cover is being purchased
        Plan NamePrice (INR)
        motocare – Accidental Damage Protection for Devices between Rs.5001 to Rs.15000899
        motocare – Accidental Damage Protection for Devices between Rs.15001 to Rs.250001699
        motocare – Accidental Damage Protection for Devices between Rs.25001 to Rs.350002499
      2. In case the Customer has purchased a Plan that does not match with the corresponding Motorola/Lenovo Device as per table above, then the Customer has to upgrade the Plan (if applicable) as recommended in the motocare app by paying the difference in the Plan Price. In any case, the maximum liability would be limited to the Covered Value as mentioned in Clause 3.3 below. Alternatively, Servify would charge the difference in the Plan fee at the time of repair
      3. Servify reserves the right to reject the repair request if the Servify Plan purchased by the Customer does not match the corresponding correct model of Motorola/Lenovo Device or serial number
  5. Covered Value

    Maximum Covered Value is equivalent to the current market value of the Covered Device at the time of submitting a Damage Repair Request for availing accidental damage protection as eligible under this Plan. Damage Repair Request limit is one (1) repair instance of your Covered Device, subject to the maximum eligible Coverage Value at the time of submitting a Damage Repair Request. If the repair charges are more than the Covered Value, the Customer will have the option to bear the differential price for obtaining the repair as determined by the Authorised Service Provider (“ASP”) of Motorola/Lenovo. There is no additional Damage Repair Request Processing Fee charged during such repair.

    1. Beyond Economic Repairs (BER)

      If the repair cost of the Covered Device is more than the Covered Value of the Covered Device, then the repair request will be determined as Beyond Economic Repairs (BER). In case of BER, the applicable eligible amount will be returned to you as settlement subject to you returning the original Covered Device along with its original accessories to Servify. In case the original accessories are not returned, then Servify may deduct Rs.300 (Three hundred only) from the amount payable by Servify for each accessory that’s not returned as supplied with the Device as part of its original packing.

    2. Scope of Coverage

      Provided the Covered Device is handed over to Servify or its authorized channels in its entirety during the Damage Repair Request Process & that you have submitted the documents as desired under the Plan and have purchased the Covered Device from official sales channels of Lenovo or Motorola in India, the following conditions would be covered

      If the Covered Device:

      1. Suffers accidental physical damage and/or such damage that impairs the normal usage of the Covered Device
      2. Fails to work because accidentally fluid has entered its internal circuitry, touch panel, sub board or battery, 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
    3. Exclusions

      The Plan will not cover:

      1. Any Damage Repair Request or Damage Repair Request reported within 7 days of registering with this Plan or Purchase of the covered Device
      2. If the Plan has been purchased after 30 days from the purchase of the Motorola/Lenovo Device
      3. Any loss under mysterious circumstances including lost or stolen
      4. Loss due to Intentional act or wilful neglect
      5. Loss arising before or after Coverage Period
      6. Any loss or damage due to hire or loan of the Covered Device to a third party or if ownership is transferred
      7. Any damages occurred to the Covered Device prior to the activation of the Plan
      8. Loss arising due to unlawful act including Terrorist activity, War, Nuclear Explosion, Radioactive Contamination, Chemical, Biochemical, Biological, Electromagnetic, Cyber Attack
      9. Consequential loss of any kind or description including wear & tear, manufacturing defects
      10. Loss or damage caused by incorrect storage, poor care and maintenance, careless use, gross negligence, incorrect installation and incorrect set-up
      11. Loss or damage covered by supplier, dealer or manufacturer’s limited warranty
      12. Any loss affecting to SIM card and any ancillary products even if Covered Device results into complete stoppage of working
      13. 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 Motorola/Lenovo, or (c) service (including upgrades and expansions) performed by anyone who is not an Authorized Service Centre (ASC) of Motorola/Lenovo, or any failure/damage caused outside the Indian territory
      14. 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 Motorola/Lenovo
      15. Covered Device that has been stolen
      16. Cosmetic damage to the Covered Device including but not limited to scratches, dents and broken plastic on ports
      17. Defects caused by normal wear and tear or otherwise due to normal aging of the product
      18. Issues that could be resolved by upgrading software to the then current version
      19. Third-party products or their effects on or interactions with the Covered Device or the software
      20. Your use of a computer or operating system that is unrelated to consumer software or connectivity issues with the Covered Device
      21. Damage to, or loss of any software or data residing or recorded on the Covered Device
      22. Recovery and reinstallation of software programs and user data are not covered under this Plan
      23. 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
    4. Replacement under Warranty

      If the Covered Device is replaced under Warranty during the Coverage Period, then the replacement product is the Covered Device, with coverage for the remaining period of the Plan as per the terms of the manufacturer’s limited warranty

  6. Special Exclusions

    Servify and Motorola/Lenovo 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. Servify and Motorola/Lenovo shall not be liable for a 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 30 calendar days from the date of purchase of the Covered Device
      3. If the mandatory activation of the Plan is not completed by installing the motocare app on the same Covered Device and completing the initial activation obligations within 30 (thirty) calendar days of purchase of the Motorola/Lenovo Device
      4. Due to the inability of the Customer to submit either of the Damage Repair Request processing documents or supporting documents required for processing the request
    7. The Plan shall also not cover a loss:
      1. If the applicable damage Repair Request amount has exhausted the Covered Value of the Covered Device
        In any action, suit or other proceeding where the Risk Underwriter 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 Covered Device
  7. Plan Activation Process

    You are mandatorily required to download the motocare app within 30 days of original purchase of the Device, activate the Plan by entering the Activation Code sent to you by Servify and update the details of your purchase of the Covered Device if desired by Servify, and any other details desired by Servify. You may get an automated communication of confirmation of activation of the Plan. Servify or Motorola/Lenovo may deny any coverage or support (i) if the activation is not done as per the above requirements; (ii) if any damage or loss has occurred to the Covered Device prior to completing the mandatory activation process; or (iii) the damage has occurred within the first 7 calendar days of activating of this Plan (“Ineligible Period”)

  8. Damage Repair Request Process

    In the event of damage to the Covered Device, you (Customer) are required to:

    1. Immediately (Not later than 72 Hours from the time of the damage) inform Servify through the motocare App or Servify Consumer Portal (https://motorola.servify.tech)
    2. Submit all Request related documents including but not limited to the purchase invoice of the Covered Device and Photo ID Proof of the Customer and any other document as mentioned in the motocare app at the time of raising the Damage Repair Request
    3. Do note that the Accident Damage & Liquid Damage Protection Plan is available only if the Customer has purchased the plan within 30 Days of Device purchase
    4. Please note, you will not handover the Covered Device for repairs at any service centre, including at any Motorola/Lenovo Authorised Service Centre (ASC) until confirmed by Servify. It is expressly stated that Servify will not be held responsible for fulfilling any such requests where the Covered Device is handed over to a service centre by you before the approval from Servify; any liabilities arising out of such Damage Repair Request before the in-principle approval of the requests from Servify will be solely handled by You (Customer) at Your (Customer’s) own expense
  9. Damage Repair Request Fulfilment Process
    1. Servify provides services through Pick/Drop Support (“PUDO”) Service for the Covered Device, for serviceable locations, for the rest you may visit the nearest Motorola/Lenovo Authorized Service Centre as indicated in the motocare app once the approval is provided. 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 Damage Repair Request and the next steps expected. Service will be performed at the Motorola/Lenovo Authorized Service Centres after verification of the entitlement and validity of the Plan. Once you are notified & that the service is complete, you will promptly be notified via the motocare app & Consumer Web Portal. The repaired Device will be delivered to the address of initial pickup after completion of repair. In case, the PUDO service is not available, you will have to send the dispatch on “To Pay” basis to Servify’s central service hub, details of which will be communicated to you accordingly by Servify
    2. 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
  10. Your Responsibilities

    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 at the time of raising a Damage Repair Request
    2. Provide information about the reasons and causes of the damage to the Covered Device. Provide identity proof if requested by Servify (at the time of raising a Damage Repair Request) to verify the User of the Device, on which Plan is activated
    3. Provide identity proof if requested to verify Customer of the Plan at the time of raising a Damage Repair Request
    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 as per the Plan
    6. Make sure to backup software and data residing on the Covered Device. DURING THE FULFILLMENT OF DAMAGE PROTECTION SERVICE, SERVIFY OR THE ASC MAY DELETE THE CONTENTS OF THE COVERED DEVICE AND REFORMAT THE STORAGE MEDIA IF NECESSARY. Servify, or ASC may return your Covered Device after the service event subject to applicable updates. Servify or the ASC 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. You will update all the new versions available for the motocare App from time to time and not delete the motocare App from the Covered Device, failing which the Coverage may stand invalid and you might be asked to download the motocare App again, and the condition of the Covered Device may be determined at your costs before enabling your entitlement towards the coverage of the Covered Device
  11. Depreciation Matrix

    There is no depreciation applicable

  12. Cancellation and Refund
    1. You can cancel the Plan within 15 (Fifteen) calendar days after purchasing it. If the Plan is purchased from an online channel, the refund request has to be given accordingly to the respective online channel. If the Plan is purchased via other authorised offline channels, you may write to support@servify.tech with your purchase proof, along with the IMEI details of the Covered Device as received from the reseller the with the request for cancellation
    2. If cancellation is done within 15 (Fifteen) days from Plan purchase date, then the Device would be eligible for 100% refund of the Plan Fee, generally paid back to you within 7 business days of receipt of accepted cancellation request
    3. If the cancellation request is received after the expiry of 15 (Fifteen) days from the date of purchase of the Plan, there will be no refund under this Plan
    4. Additionally, once a Damage Repair Request request has been raised, the Plan cannot be cancelled, and no refund is available irrespective of the decision on the Damage Repair Request
    5. Servify may cancel this Plan if service parts for the Covered Device become unavailable, upon thirty (30) days’ prior written notice or through a notification within the motocare app and by offering the refund for the balance period on an applicable pro-rata basis, subject to no Damage Repair Requests made by you prior to the date of cancellation or services availed by you from Servify. In such a scenario, the coverage of this Plan for future date stands cancelled and you will be offered alternate options, commercially reasonable as determined solely by Servify
  13. Limitation Of Liability

    TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, MOTOROLA, LENOVO, 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 MOTOROLA, LENOVO, 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

  14. Transfer Of Plan

    The transfer of ownership of the Plan for the Covered Device from the Customer to another party will render the Plan & its Coverage null and void

  15. General Terms
    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. You are not required to perform preventative maintenance on the Covered Device to receive service under the Plan, but update the motocare App from time to time whenever there is a new version available on the Google Play Store or as advised on https://servify.tech
    4. This Plan is offered and valid only if you are making a purchase in India and using in India
    5. This Plan is not offered to persons who have not reached the age of majority. This Plan may not be available in all states, and is not available where prohibited by law
    6. 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
    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 or Service at the support mediums provided such as support@servify.tech or the call centre numbers mentioned below
    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. Servify or Motorola/Lenovo reserves the right, at its discretion, to change or modify, the terms of this Plan
    11. There is no informal dispute settlement process available under this Plan
    12. 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 from these terms and conditions, and the remaining terms and conditions shall continue in full force and effect
    13. These terms and conditions shall be governed by and construed under the laws of India
    14. These terms and conditions do not affect your statutory rights as a consumer
  16. Support Contact Details:
    1. Servify Customer Service Number: 1800 123 333 888 (Toll Free), All days, 9am to 9pm
    2. Motorola/Lenovo Customer Service Number: 1800-419-6686 (Toll Free)
    3. Servify Customer Service Email ID: support@servify.tech
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