Complimentary Accidental Damage Protection (“Plan”)

  1. The Plan
  2. This risk underwritten accidental damage protection contract governs the support process for physical and fluid damages for OnePlus 3 Smartphones (“Covered Equipment”) sold by Oplus Mobitech India Private Limited (“OnePlus”) through its official sales channels in India & in its original packaging

  3. Plan Coverage Duration
    1. Coverage begins when you (Beneficiary, who is the User of the Covered Equipment) activate the Plan and ends on completion of Twelve months from date of original purchase of the Covered Equipment
    2. To activate your plan and to obtain your Plan Confirmation, download OnePlus Care App powered by Servify or Servify Device Assistant (collectively “OnePlus Care App”) and register your Covered Equipment with Service Lee Technologies Private Limited (“Servify”) through this App installed in the Covered Equipment within 30 days of purchasing the Covered Equipment
  4. Coverage Details
    1. Beneficiary
    2. The purchaser of the Covered Equipment whose name is mentioned on the original invoice is the Beneficiary. The purchaser’s spouse, children and parents can be the users of the Covered Equipment. If the purchaser is a company, Beneficiary shall mean any representative/employee of the company authorised to use the Covered Equipment

    3. Accidental Damage Protection
    4. If the Covered Equipment is replaced under this Plan, the original equipment shall not be returned to the Beneficiary and only the replacement product is your (Beneficiary) property, with coverage for the remaining period of the Plan as per the terms of the manufacturer’s limited warranty. Similarly, if the Covered Equipment is beyond economic repairs, the applicable depreciated amount will be returned to you as settlement subject to you returning the original device along with its original accessories and original box to Servify

    5. Covered Value
    6. Maximum Covered Value is equivalent to the depreciated value of the Covered Equipment at the time of submitting a Claim for availing accidental damage protection. Claim limit is one repair instance (i.e. repair or replacement) of your Covered Equipment. If the repair or replacement charges are more than the Covered Value, the Beneficiary will have to bear the differential price for obtaining the repair or replacement as determined by the ASP. The Beneficiary has to pay a Compulsory deductible/Excess charge of Rs. 1000/- in case of repair/replacement during any claim event

    7. Scope of Coverage

      Provided the Covered Equipment is handed over to Servify or its authorized channels in its entirety during the Claim Process & that you have submitted the documents as desired under the Plan and have purchased the Covered Equipment from official sales channels of OnePlus in India, the following conditions would be covered:

        If the Covered Equipment:

      1. Suffers accidental physical damage and/or such damage that causes Covered Equipment to stop working on normal usage
      2. Fails to work because accidentally fluid has entered its internal circuitry, resulting into stoppage of the Covered Equipment
      3. Suffers damage due to:
        1. Acts of god perils, fire, lightening and explosion
        2. Damage during riot, strike & malicious damage
  5. Exclusions
    The Plan will not cover:
    1. Any loss under mysterious circumstances including lost or stolen
    2. Loss due to Intentional act or willful neglect
    3. Loss arising before/after Coverage Period
    4. Any loss due to hire or loan of the Covered Equipment to a third party or if ownership is transferred
    5. Any damages occurred to the Covered Equipment prior to the registration
    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 caused by incorrect storage, poor care and maintenance, careless use, gross negligence, incorrect installation and incorrect set-up
    9. Loss covered by supplier, dealer or manufacturer’s limited warranty
    10. Any loss effecting to SIM card and any ancillary products even if equipment results into complete stoppage of working
    11. Damage caused by (a) a product/accessory that is not the Covered Equipment, (b) operating the Covered Equipment outside the permitted or intended uses described by OnePlus, or (c) service (including upgrades and expansions) performed by anyone who is not an Authorized Service Provider (ASP) of OnePlus, or any failure/damage caused outside the Indian territory
    12. Covered Equipment 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 OnePlus
    13. Covered Equipment that has been stolen
    14. Cosmetic damage to the Covered Equipment including but not limited to scratches, dents and broken plastic on ports
    15. Defects caused by normal wear and tear or otherwise due to normal aging of the product
    16. Issues that could be resolved by upgrading software to the then current version
    17. Third-party products or their effects on or interactions with the Covered Equipment or the software
    18. Your use of a computer or operating system that is unrelated to consumer software or connectivity issues with the Covered Equipment
    19. Damage to, or loss of any software or data residing or recorded on the Covered Equipment
    20. Recovery and reinstallation of software programs and user data are not covered under this Plan
    21. 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
  6. Special Exclusions
    Servify and OnePlus shall not be liable in respect of loss or damage to Covered Equipment 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 Equipment
    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 Equipment 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 Equipment that is caused due to or naturally resulting from its normal use or exposure
    6. Servify and OnePlus shall not be liable for any loss or damage 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 Equipment and/or
      2. the Covered Equipment whose IMEI / MEID / ESN numbers have not been declared or empanelled or registered for Coverage within 30 days of purchase of the Covered Equipment via the OnePlus Care App
      3. due to the inability of the Beneficiary to submit either of the claim processing and claim payment documents required by the Risk Underwriter for processing the claim
    7. The Plan shall also not cover a loss:
      1. for compensation towards damage, if the said claim has already been availed once
      2. damage claim amount has exhausted the Covered Value of the Covered Equipment
      3. 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 Beneficiary

  7. Plan Registration Process
  8. You are required to download the OnePlus Care App and update the proof of purchase of the Covered Equipment within 30 days of original purchase of the Covered Equipment. We will verify the details and revert to you within 3 business days on confirmation of your eligibility and/or for additional details. Servify or OnePlus may deny any coverage or support if the registration is not done within 30 days of the original purchase of the Covered Equipment or any damages occurred to the Covered Equipment prior to downloading and registering using OnePlus Care app

  9. Claim Process
    In the event of damage to the Covered Equipment, you (Beneficiary) are required to:
    1. Immediately (Not later than 48 Hours from the time of the damage) inform Servify through the OnePlus Care App or call the OnePlus Customer care or write to us at support@servify.in
    2. Submit all claim related documents as mentioned in the OnePlus Care App within 15 days from the date of the event of damage or loss
    3. Do note that the Complimentary Accident Damage Protection Plan is available only if the Beneficiary has downloaded & registered on the OnePlus Care App within 30 Days of purchase
  10. Claim Fulfillment Process
    1. Servify or OnePlus provides services through Pick/Drop Support (“PUDO”) and Carry-in (“CI”) Service for the Covered Equipment. You are required to return the Covered Equipment to an ASP offering CI service as recommended by the OnePlus Care App during a Claim event if you are choosing the CI mode. Service will be performed at the ASP location after verification of the entitlement and validity of the Plan in both PUDO and CI service modes. Once you are notified that the service (either repair or replacement) is complete, you will promptly collect the Covered Equipment if you have chosen the CI mode. The repaired or replacement will be delivered to the address of initial pickup if the PUDO mode is chosen
    2. Servify or OnePlus reserves the right to change the method by which they may provide repair or replacement service to you, and your Covered Equipment’s eligibility to receive a particular method of service under this complimentary Plan. Service options, parts availability and response times may vary according to the city you live in
  11. Your Responsibilities
    To receive service or support under the Plan, you agree to comply with the following:
    1. Provide a copy of your Covered Equipment’s original proof of purchase, if requested again
    2. Provide information about the reasons and causes of the damage to the Covered Equipment
    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 Equipment serial number, model, version of the operating system and software installed, any peripherals devices connected or installed on the Covered Equipment, any error messages displayed, actions taken before the Covered Equipment experienced the damage and steps taken to avoid the damage
    5. Follow instructions Servify or ASPs or OnePlus gives you, including but not limited to refraining from sending Covered Equipment that is not subject to damage protection as per the Plan and packing the Covered Equipment in accordance with shipping instructions
    6. Make sure to backup software and data residing on the Covered Equipment. DURING THE FULFILLMENT OF DAMAGE PROTECTION SERVICE SERVIFY OR THE ASP WILL DELETE THE CONTENTS OF THE COVERED EQUIPMENT AND REFORMAT THE STORAGE MEDIA IF NECESSARY. Servify, or ASPs will return your Covered Equipment after the service event or provide a replacement unit as the Covered Equipment 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 Equipment from reverting to an earlier version of the Operating System. Third party applications installed on the Covered Equipment may not be compatible or work with the Covered Equipment 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 OnePlus Care App or Servify App from time to time and not delete the OnePlus Care App or Servify App from the Covered Equipment, failing which the Coverage may stand invalid and you might be asked to download the OnePlus Care App or Servify App again, and the condition of the Covered Equipment may be determined at your costs before enabling your entitlement towards the coverage of the Covered Equipment
    8. Fill and submit the Claims Form and the Declaration Form as required for submitting a valid Claim
  12. Depreciation Matrix
    The standard depreciation matrix applicable for this Plan is as below:
    Age of the Covered EquipmentDepreciation Applicable
    Upto 90 days from the date of purchase of the Covered Equipment10% of the Covered Value
    Between 91 days to 180 days from date of purchase of the Covered Equipment25% of the Covered Value
    Between 181 days to 250 days from date of purchase of the Covered Equipment50% of the Covered Value
    Between 251 days to 365 days from date of purchase of the Covered Equipment75% of the Covered Value
  13. Limitation of Liability

    TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, ONEPLUS, 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 ONEPLUS, 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 EQUIPMENT. SERVIFY SPECIFICALLY DOES NOT WARRANT THAT (i) IT WILL BE ABLE TO REPAIR OR REPLACE COVERED EQUIPMENT 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 EQUIPMENT OR SUPPLY OF THE SERVICE

  14. Cancellation

    You may not cancel this Plan at any time for any reason unless applicable Indian law provides otherwise. Servify or OnePlus may cancel this Plan if service parts for the Covered Equipment become unavailable, upon thirty (30) days’ prior written notice or through a notification within the OnePlus Care App. 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 and OnePlus

  15. Transfer of Plan

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

  16. 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 Equipment to receive service under the Plan, but update the OnePlus Care App or Servify App from time to time whenever there is a new version is available on the Google Play Store or as advised on servify.in
    4. This Plan is offered and valid only if you are making a claim 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 or OnePlus 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. 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.in/privacy/
    8. Servify and OnePlus 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 OnePlus regarding the processing of data, and Servify and OnePlus 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 OnePlus or Service at the support mediums provided such as support@servify.in or the call center number of OnePlus
    9. The terms of the Plan, including the original sales receipt of the Covered Equipment 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
    10. Servify or OnePlus is not obligated to renew this Plan. If either Servify or OnePlus does offer a renewal, they will determine the price and terms
    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
  17. Support Contact Details:
    1. OnePlus Customer Service Number: 1800 102 8411 (Toll Free)
    2. OnePlus Customer Service Email ID: support.in@oneplus.net
    3. Servify Customer Service Email ID: support@servify.in
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