Complimentary Screen Damage Protection Plan (“Plan”) for Nokia

  1. The Plan
    This accidental screen damage protection and service is brought to you by Servify (Service Lee Technologies Pvt Ltd) and governs the support process for accidental physical and liquid damages to the screen for eligible Nokia Mobile devices (“Device”) manufactured by HMD Global Oy and its subsidiary HMD Mobile India Pvt 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 an unboxed condition.
  2. Plan Term
    The benefits of the Plan begin on the Device activation date and ends on completion of Six months from date of activation of the Device (“Plan Term”) 

  3. Plan Eligibility
    1. The complimentary offer is for the eligible Nokia Devices (as mentioned below) purchased within the offer period as mentioned by Nokia.

      Eligible Nokia DevicePurchased within the Offer Period
      Nokia 8.1December 21, 2018 to December 31, 2018
    2. The Plan is pre-activated for the Device, as long as the Device is purchased within the period mentioned by Nokia. The user does not have to register/activate the Plan.
    3. The terms of this Plan, the original sales receipt for your Plan, the original sales receipt of your Device, the proof of your identity provided at the time of raising a Screen Damage Repair Request, the indemnification you provide about the working condition of the Device before the purchase of the Plan and the Plan Confirmation are each part of the Plan
    4. The accidental screen damage protection provided by the Plan is additional to the coverage provided by the manufacturer’s warranty
  4. Plan Details
    1. Customer
      The purchaser of the Nokia 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 Device. If the purchaser is a company, Customer shall mean any representative/employee of the company authorized to use the Nokia Device
    2. Benefits Value
      Maximum Benefits Value is equivalent to one (1) screen replacement for the Device at the time of submitting a Screen Damage Repair Request for availing accidental screen damage protection as eligible under this Plan. If the repair charges are more than of a screen replacement, the Customer will have the option to bear the differential price for obtaining the repair as determined by the Authorised Service Centre (“ASC”). The Customer has to pay a mandatory admin fee as below during a Screen Damage Repair Request availed under the Plan
      Device Invoice Price (Range)Admin Fee
      Up to Rs 10,000Rs 350
      Between Rs 10,001 to Rs 20,000Rs 500
      Between Rs 20,001 to Rs 40,000Rs 750
      > Rs 40,000Rs 1,000
    3. Scope of Service under the Plan
      Provided the Device is handed over to Servify or its authorized channels in its entirety during the Screen Damage Repair Request Process & that you have submitted the documents as desired under the Plan and have purchased the Device from official sales channels of Nokia branded mobile devices in India, the following conditions would be covered
      1. Inclusions
        If the Screen of the Device:
        1. Suffers accidental physical damages to the Device screen
        2. Fails to work because accidentally fluid has entered its internal circuitry
        3. Suffers damage due to:
          1. Acts of god perils, fire, lightening and explosion
          2. Damage during riot or strike
      2. Exclusions
        The Plan will not cover:
        1. Any Screen Damage Repair Request reported within 7 days of activation of this Plan
        2. Any loss under mysterious circumstances including lost or stolen
        3. Loss due to Intentional act or wilful neglect
        4. Loss arising before or after the Plan Term
        5. Any loss or damage to the screen due to hire or loan of the Device to a third party or if ownership is transferred
        6. Loss arising due to unlawful act including Terrorist activity, War, Nuclear Explosion, Radioactive Contamination, Chemical, Biochemical, Biological, Electromagnetic, Cyber Attack
        7. Consequential loss of any kind or description including wear & tear, manufacturing defects
        8. Loss or damage caused by incorrect storage, poor care and maintenance, careless use, gross negligence, incorrect installation and incorrect set-up
        9. Loss or damage covered by supplier, dealer or manufacturer’s limited warranty
        10. Any loss affecting to SIM card and any ancillary products even if the Device results into complete stoppage of working
        11. Screen Damage caused by (a) a product/accessory that is not the Device, (b) operating the Device outside the permitted or intended uses described by HMD Global Oy or any party acting on its behalf, or (c) service (including upgrades and expansions) performed by anyone who is not an Authorized Service Centre (ASC) of Nokia branded mobile devices, or any failure/damage caused outside the Indian territory
        12. 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 HMD Global Oy, its subsidiary or any party acting on its behalf
        13. Cosmetic damage to the Screen including but not limited to scratches, dents and broken plastic on ports
        14. Issues that could be resolved by upgrading software to the then current version
        15. Third-party products or their effects on or interactions with the Device or the software
        16. Your use of a computer or operating system that is unrelated to consumer software or connectivity issues with the Device
        17. Damage to, or loss of any software or data residing or recorded on the Device
        18. Recovery and reinstallation of software programs and user data are not covered under this Plan
        19. 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

  5. Special Exclusions
    Servify and HMD Global Oy, its subsidiary or any party acting on its behalf shall not be liable in respect of loss or damage to Device relating to or caused due to the following:
    1. Damage due to any experiments or tests and/or alterations resulting to any abnormal conditions of the Device
    2. 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. Damage to the 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 Device that is caused due to or naturally resulting from its normal use or exposure
    6. Servify and HMD Global Oy, its subsidiary or any party acting on its behalf 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 Device and/or
      2. If the mandatory activation of the Plan is not completed by activating the Plan on the Nokia Mobile Support App or in the Servify Consumer Web Portal, as instructed by Servify, on the same Device
      3. Due to the inability of the Customer to submit either of the Damage Repair Request processing information or supporting documents required for processing the request
      4. The Plan shall also not cover a loss if the applicable Damage Repair Request amount has exhausted the Benefits Value of the 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 Customer
  6. Damage Repair Request Process
    In the event of damage to the screen of the Device, you (Customer) are required to:
    1. Immediately (Not later than 72 Hours from the time of the damage) inform Servify through the Nokia Mobile Support App or Servify Consumer Web Portal (https://nokia.servify.tech)
    2. Submit all claim related information/ documents as mentioned in the Nokia Mobile Support 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. Please note, you will not handover the Device for repairs at any service centre, including at any Authorised Service Centre (ASC) for Nokia branded mobile devices until confirmed by Servify. It is expressly stated that Servify will not be held responsible for fulfilling any such requests where the Device is handed over to a service centre by you before the Approval from Servify; any liabilities arising out of such Screen 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
  7. Screen Damage Repair Request Fulfilment Process
    1. Servify provides services through Pick/Drop Support (“PUDO”) Service for the Device, for serviceable locations, for the rest you may visit the nearest Authorized Service Centre for Nokia branded mobile devices as indicated in the Nokia Mobile Support App or as otherwise instructed by Servify 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 Screen Damage Repair Request and the next steps expected. Service will be performed at the said Authorized Service Centres after verification of the entitlement and validity of the Plan. Once the service is complete, you will promptly be notified via the Nokia Mobile Support App & Servify 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 Nokia Device’s eligibility to receive a method of service under this Plan. Service options, parts availability and response times may vary according to the city you live in

  8. Depreciation Matrix
    There is no depreciation matrix applicable under this Plan
  9. Your Responsibilities
    To receive service or support under the Plan, you agree to comply with the following:
    1. Provide a copy of your Device’s original proof of purchase at the time of raising a Screen Damage Repair Request, if requested
    2. Provide information about the reasons and causes of the damage to the screen of the Device.
    3. Provide identity proof if requested to verify Customer of the Plan at the time of raising a Screen Damage Repair Request
    4. Respond to requests for information, including but not limited to the Device serial number, model, version of the operating system and software installed, any peripherals devices connected or installed on the Device, any error messages displayed, actions taken before the 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 Device that is not subject to damage protection as per the Plan and packing the Device in accordance with shipping instructions as per the Plan
    6. Make sure to backup software and data residing on the Device. DURING THE FULFILLMENT OF SCREEN DAMAGE PROTECTION SERVICE, SERVIFY OR THE ASC MAY DELETE THE CONTENTS OF THE DEVICE AND REFORMAT THE STORAGE MEDIA IF NECESSARY. Servify, or ASC may return your 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 Device from reverting to an earlier version of the Operating System. Third party Applications installed on the Device may not be compatible or work with the Device because 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 Nokia Mobile Support App from time to time and not delete the Nokia Mobile Support App from the Device, failing which the Plan benefits may stand invalid and you might be asked to download the Nokia Mobile Support App again, and the condition of the Device may be determined at your costs before enabling your entitlement towards the Plan benefits of the Device
  10. Cancellation and Refund
    There is no cancellation or refund available under the Plan, as it is a complimentary Plan.
  11. Limitation of Liability
    TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, HMD Global Oy , its subsidiary or any party acting on its behalf (collectively HMD) , 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 HMD, SERVIFY AND ITS EMPLOYEES AND AGENT’S LIABILITY TO YOU AND ANY SUBSEQUENT OWNER ARISING UNDER THE PLAN SHALL NOT EXCEED THE COST INCURRED FOR ONE TIME SCREEN REPLACEMENT OF THE DEVICE. SERVIFY SPECIFICALLY DOES NOT WARRANT THAT (i) IT WILL BE ABLE TO REPAIR OR REPLACE 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 DEVICE OR SUPPLY OF THE SERVICE
  12. Transfer of Plan
    1. The transfer of ownership of the Plan for the Device from the Customer to another party will render the Plan & its Benefits null and void
    2. If the Device is replaced under Manufacturer’s Warranty during the Plan Term, then the replacement product is the Device, with applicable terms of manufacturer’s limited warranty, and with the Plan benefits for the remaining period of the Plan as per the terms of the Plan.
  13. 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. This Plan is offered and valid only if the Device is purchased in India and You are making a Repair Request for a Screen Damage in India
    4. This Plan is not offered to persons who have not reached 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 the calls between you and them
    6. 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
    7. 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 HMD Global Oy or its 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/
    8. The terms of the Plan, including the original sales receipt of the 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 HMD Global Oy, its subsidiary or any party acting on its behalf 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

  14. Support Contact Details:
    1. Servify Customer Service Number: 1800 123 333 888 (Toll Free), All days, 9am to 9pm
    2. Servify Customer Service Email ID: support@servify.tech
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