Extended Warranty Plan

  1. Extended Warranty Plan (“Plan”)
  2. This risk underwritten extended warranty program governs the support process for covered inherent mechanical and electrical breakdown/ defects to the extent provided by the manufacturer’s warranty for Electrical / Electronic / Mechanical Products for Motorola/Lenovo Smartphones (“Covered Device”) sold by Motorola/Lenovo India Private Limited 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 unboxed condition

  3. Plan Coverage Duration
    1. Coverage begins from the next day after the expiry of the Manufacturer’s Warranty for the Covered Device and ends on completion of 12 months from the Plan start date (“Coverage Period”)
    2. This Plan can be purchased only within 365 calendar days of the original purchase of the Covered Device, and subject to the Covered Device being in its perfect working condition
    3. To obtain your Plan Confirmation, download the motocare Mobile Application from the Google Play Store, activate your Plan with the voucher code sent to you, register your Covered Device with Service Lee Technologies Private Limited (“Servify”) through this app by installing the same on the Covered Device and completing the activation process as mentioned in the motocare App
    4. The registration and Plan Activation has to be completed within 365 calendar days of purchase of the Covered Device
    5. The terms of this Plan, the original sales receipt for your Plan, the proof of your identity, 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 your Plan
    6. The Extended Warranty coverage provided under the Plan is additional to the coverage provided by the manufacturer’s hardware warranty period
    7. Unlimited number of Claims up-to the available Sum Insured at the time of claim is allowed during the term of the plan. All subsequent claim requests shall be considered for paid repair only
  4. Coverage Details
    1. CustomerThe purchaser of the Covered Device whose name is mentioned on the original invoice is the Customer. 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, Customer shall mean any representative/employee of the company authorised to use the Covered Device
    2. 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
        PlanPrice (INR)
        motocare – Extended Service Plan for Devices between Rs.5001 to Rs.15000699
        motocare – Extended Service Plan for Devices between Rs.15001 to Rs.250001399
        motocare – Extended Service Plan for Devices between Rs.25001 to Rs.350002099
      2. Extended Warranty CoverIf the Covered Device is replaced under this Plan, the original Device shall not be returned to the Customer and only the replacement product is your (Customer) property, and the coverage for the remaining period of the Plan shall expire after the replacement. Any such replacement will immediately terminate this policy with no refund of the premium and neither Servify nor Motorola/Lenovo shall have any further obligations for the remainder of the term of this Plan. Due to technological advances, the replacement product may be of lower retail value than the original Product
      3. Covered ValueMaximum Covered Value is equivalent to the original invoice value of the Covered Device. Claim limit is one repair/replacement instance of your Covered Device. If the repair or replacement charges are more than the Covered Value, the customer will receive the Covered Value as the complete settlement of the claim under this plan. If the covered value is received as settlement, the original device, accessories and box should be submitted to Servify. In case the accessories & box is not submitted within 7 calendar days of intimation, there will be a deduction of Rs 300/- from the final settlement amount
        The total of all benefits paid or payable under this plan while it is in force shall not exceed the original purchase price paid by the Customer for the Covered Device under this plan
      4. Scope of CoverageProvided the Covered Device is handed over to Servify or its authorized channels in its entirety during the Claim Process & that the Customer has submitted the documents as desired under the Plan and have purchased the Covered Device from official sales channels of Motorola/Lenovo in India, the following conditions would be covered:
        1. The plan provides cover for Extended Warranty which commences on the next day of expiration of Manufacturer’s Original Warranty for a period of 12 months thereon as per the Plan purchase
        2. The Plan provides coverage for cost of parts and labor in respect of the Covered Device for covered inherent mechanical and electrical breakdown/defects to the extent provided by the manufacturer’s warranty for Electrical / Electronic / Mechanical Products manufactured in India or is legally imported in India & sold through Official Channels of Motorola/Lenovo and supported by an invoice & Manufacturer’s Warranty/Guarantee
      5. Plan Fee
        1. The Plan Fee is the amount paid by the bonafide Customer of the Covered Device before the Plan is activated and registered by the Customer or any other user as defined under Clause 3.1 above
        2. The Plan Fee has to be paid in full and in advance by the Customer before the activation of the motocare App
        3. The Plan becomes valid only upon payment of the necessary Plan Fee mentioned hereunder
        4. Servify and Motorola/Lenovo reserve the right to revise the Plan Fee at any time during the term of the Plan. However, any customer who has paid the necessary Plan Fee and activated the plan before such revision shall not be impacted by the revision in the Plan Fee
  5. Exclusions
    The Plan will not cover:
    1. Plan purchased beyond 365 days of the purchase of the Covered Device
    2. Plan purchased on a defective device
    3. Any covered device for which the plan has not been activated as per the terms mentioned here
    4. Costs implicitly or explicitly covered by any manufacturers, suppliers or repairers guarantee or warranty
    5. Non-operating and cosmetic defect to the Covered Device such as defect to paintwork, Product finish, dents or scratches
    6. Accessories used in or with the Covered Device unless covered under a separable warranty policy
    7. Replacement of any consumable item or accessory
    8. Normal wear and tear of items not integral to the functioning of the Covered Device
    9. Coverage will not under any circumstances, extend to any loss or injury to a person or loss or defect to property or any incidental, contingent, special or any direct or indirect loss and consequential defects including but not limiting to losses incurred due to any delay in rendering service related to this plan and loss of use during the period that the Product is at an authorized service centre and/or while awaiting parts
    10. Defect caused by unauthorized repair, theft, burglary and accident including earthquake, storm and or hurricane, abuse, misuse, sand, dust, water, negligence, fire, flood, lightning, malicious defect, impact, corrosion, battery leakage, acts of God, animal or insect infestation or intrusion
    11. Defect resulting from power outage, power surges or dips, fluctuating voltage, inadequate or improper voltage or current
    12. Cost of removal or re-installation of the Covered Device
    13. Reception or transmission problems resulting from external causes
    14. Problems or defects not covered under the original Manufacturers’ Warranty / Guarantee
    15. Batteries, internal or external to the Covered Device
    16. Breakdowns caused by computer virus or realignments to Covered Device
    17. Recalls or modifications to the Covered Device
    18. Failure to follow the manufacturer’s instructions
    19. Costs arising from incorrect installation, modification or maintenance
    20. Costs if no fault is found with the Covered Device
    21. Costs arising from being unable to use the Covered Device or from defect which results from the Breakdown of the Covered Device
    22. Defect / failure caused before or during Covered Device delivery
    23. Use of batteries, charger and / or accessories not approved by the manufacturer, incorrect electrical leads or connection
    24. The cost of repairing, restoring or reconfiguring software
    25. Any consequential or incidental defects arising from the use or loss of use of the Covered Device
    26. If the Covered Device is sold by original buyer to other party
    27. If the Covered Device is moved out of the country of purchase, it will not be covered under this plan
    28. The Covered Device is not used in accordance with the manufacturer’s guidelines for Covered Device usage including but not limited to regular maintenance & up keep of the Covered Device
  6. Special ExclusionsServify and Motorola/Lenovo shall not be liable in respect of loss or defect to Covered Device relating to or caused due to the following:
    1. Loss or defect due to any experiments or tests and/or alterations resulting to any abnormal conditions of the Covered Device
    2. Loss or defect due to mechanical or electrical break down or derangement, unless such loss is not accidental defect and which is covered within the manufacturer’s warranty during the coverage term of 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 any loss or defect claim 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 The Plan is purchased for the Covered Device after 365 calendar days from the date of purchase of the Covered Device
      2. If the mandatory activation & registration of the Covered Device is not completed by installing the Servify App on the same Covered Device and completing the initial registration and activation within 365 calendar days of purchase of the device
      3. Due to the inability of the Customer to submit any of the claim processing and claim payment documents required by Servify or the risk underwriter for processing the eligible claim
    7. The Plan shall also not cover a loss:
      1. Claim 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, defect or liability is not covered by this plan, the burden of proving that such loss, destruction, defect or liability is covered shall be upon the Customer
  7. Plan Activation ProcessYou are mandatorily required to download the motocare app on the Device, and activate the Plan within 365 days of the original purchase of the Device. The liability and responsibility of completing the activation process is solely on you (Customer). You may get an automated communication of activation of the Plan. Servify or Motorola/Lenovo may deny any coverage or support (i) if the registration is not done as per the above requirements; (ii) if any defect or loss has occurred to the Covered Device prior to completing the mandatory activation.
  8. Claim ProcessIn the event of defect to the Covered Device, you (Customer) are required to:
    1. Immediately (Not later than 72 Hours from the time of the defect) inform Servify through the motocare app or Consumer Web Portal (https://motorola.servify.tech) using your login credentials or write to us at support@servify.tech detailing how the defect occurred, place of defect, date & time of defect, and any documentary evidence of the defect.
    2. Submit all claim related information/ documents as mentioned in the motocare App within seven (7) calendar days of raising the claim or within the timelines as mentioned in the App or communicated to You by Servify
    3. Do note that the motocare Plan is available only if the Customer has downloaded the motocare App on the Covered Device & activated the Plan within 365 calendar days of purchase of the Device. Additionally, the claim is accepted only if the Covered Device is not more than 365 calendar days old when this Plan was purchased, and the Covered Device was in perfect working condition at the time of purchase of the Plan.
    4. Please note, You will not handover the Covered Device for repairs at any service centre, including at any Motorola/Lenovo Authorised Service Centre until confirmed by Servify. It is expressly stated that Servify or Motorola/Lenovo will not be held responsible for fulfilling any such claims where the Covered Device is handed over to a service centre by You before the approval from Servify; any liabilities arising out of such claim before the in-principal approval of the claim from Servify will be solely handled by You at Your own expense
  9. Claim Fulfilment Process
    1. Servify or Motorola/Lenovo 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. 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 motocare App or on its Consumer Web Portal about the status of the claim and the next steps expected. Service will be performed at the Motorola/Lenovo Central Service Hub location after verification of the entitlement and validity of the Plan. Once you are notified & that the service (either repair or replacement) is complete, you will promptly be notified via the motocare App & Servify Consumer Web Portal. The repaired or replacement will be delivered to the address of initial pickup within the next working day of completion of repair or replacement. 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 or Motorola/Lenovo reserves the right to change the method by which they may provide repair or replacement 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 ResponsibilitiesTo 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 defect to the Covered Device
    3. Provide identity proof if requested to verify Customer 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 defect and steps taken to avoid the defect
    5. Follow instructions Servify or ASPs or Motorola/Lenovo gives you, including but not limited to refraining from sending Covered Device that is not subject to defect protection as per the Plan and packing the Covered Device in accordance with shipping instructions
    6. Make sure to backup software and data residing on the Covered Device. DURING THE FULFILLMENT OF defect PROTECTION SERVICE SERVIFY OR THE ASP WILL 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 ASPs 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
    8. Fill and submit the Claims Forms and the Declaration Form as required for submitting a valid a Claim
  11. Cancellation And Refund
    1. You can cancel the plan within 15 (Fifteen) calendar days after purchasing it. The cancellation request may be given by writing to support@servify.tech within 15 (Fifteen) days of Plan purchase. If the Plan is purchased from an online channel, the refund request has to be given accordingly to the respective online channel.
    2. If cancellation is done within 15 (Fifteen) days from Plan purchase date, then the Customer 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 claim request has been raised, the Plan cannot be cancelled, and no refund is available irrespective of the decision on the claim
    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 claims made by you prior to the date of cancellation. 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
  12. Transfer Of PlanThe 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
  13. Limitation Of LiabilityTO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, LENOVO, SERVIFY AND ITS EMPLOYEES AND AGENTS WILL UNDER NO CIRCUMSTANCES BE LIABLE TO YOU OR ANY SUBSEQUENT OWNER FOR ANY INDIRECT OR CONSEQUENTIAL DEFECTS, 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 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. General Terms
    1. Servify as a Group Manager on behalf of its customers has arranged an Insurance cover with a leading Insurance Company (‘the Insurer’). Servify is only the holder of the policy and you shall be the Customer in the event of a claim. It may be noted that Servify shall only facilitate the registering and processing of the claim with the Insurance Company and the decision on the claim is provided by the Insurer only, Servify has no influence on the decision of the claim
    2. 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
    3. Servify is not responsible for any failures or delays in performing under the Plan that are due to events outside its reasonable control
    4. 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 is available on the Google Play Store or as advised on servify.tech
    5. This Plan is offered and valid only if you are making a claim in India
    6. 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
    7. In carrying out its obligations Servify or Motorola/Lenovo 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
    8. 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 servify.tech/privacy/
    9. Servify and Motorola/Lenovo 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 or Motorola/Lenovo regarding the processing of data, and Servify and Motorola/Lenovo 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 Motorola/Lenovo or Service at the support mediums provided such as support@servify.tech or the call centre number of Motorola/Lenovo
    10. 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
    11. Servify or Motorola/Lenovo is not obligated to renew this Plan. If either Servify or Motorola/Lenovo does offer a renewal, they will determine the price and terms
    12. There is no informal dispute settlement process available under this Plan
    13. 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. 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
  15. Support Contact Details:
    1. Motorola/Lenovo Customer Service Number: 1800 419 6686 (Toll Free)
    2. Servify Customer Service Number: 1800 123 333 888 (Toll Free), All days, 9am to 9pm
    3. Servify Customer Service Email ID: support@servify.tech
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