Accidental Physical and Accidental Liquid Damage Protection Plan

  1. Damage and Theft Protection Plan (“Plan”)
  2. This risk underwritten accidental damage protection & Theft protection contract governs the support process for physical & fluid damages and Theft cover for under warranty smartphones (“Covered Equipment”) sold by its manufacturer’s 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

  3. Plan Coverage Duration
    1. Coverage begins on the date of purchase of the covered equipment and ends on 365 days ( 12 months) from the date of Purchase
    2. This plan can be purchased only with the 30 calendar days of the purchase date of the original device.
    3. The accidental 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 deviceThe number of claims allowed per device is subjected the Sum Insurance being utilized/exhausted. Upon exhausting the entire Sum Insured the Plan Cover shall cease to exist
    4. Upon reporting & further settlement of the theft claim or claim being assessed as Beyond Economic Repair and the subsequent settlement of the claim, the Plan Cover/Sum Insured shall cease to exist.
      To register & activate the plan download Servify Mobile Application (“App”) from Google Play Store and register your Covered Equipment for the Plan with in 30 calendar days from the purchase date of original 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, parents and siblings or the recipient of the Covered Equipment as a gift can also be the user of the Covered Equipment subject to the fulfillment 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 Equipment

    3. Covered Value
    4. Maximum Covered Value is equivalent to the Sum Insured which is calculated as Depreciated Value of the device at the time of submitting the claim for availing protection as eligible under this Plan, less sum of total claimed amount during policy period. Claim limit is 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 claim, the Beneficiary may choose to bear the differential price for obtaining the repair as determined by the Authorised Service Centre (“ASC”) of Servify, or receive the Covered Value as the complete settlement of the claim under this plan. Also upon reporting & further settlement of the theft claim OR claim being assessed as Beyond Economic Repair claim then the Plan Cover/Sum Insured shall cease to exist. The Beneficiary has to pay a Claim Processing charge of Rs. 1000/- in case of repair OR settlement of claim during any claim event. Alternatively, if Beneficiary opts for reimbursement, when claim being assessed as Beyond Economic Repair / Theft claim then the applicable depreciated amount,less the settlement amount of previous claim if any & less the claim processing charges of Rs.1000/- will be returned to the beneficiary as settlement subject to beneficiary returning the original device along with its original accessories and original box to Servify ( Accessories submission excluded in case of Theft claim). In case the accessories along with the original box are not received by Servify, there will be a deduction of Rs 1500/- from the final settlement amount (including Rs 1,000 of the Claim Processing Fee)

    5. Scope of Coverage
      1. When Claim is reported under Damage Protection of the Plan purchased & provided the Covered Equipment is handed over to Servify or its authorized channels in its entirety during the Claim Process & that the beneficiary has submitted the documents as desired under the Plan and have purchased the Covered Equipment from official sales channels of original manufacturers 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
      2. When Claim is reported under Theft Protection of the Plan purchased & provided that the beneficiary has submitted the documents as desired under the Plan and have purchased the Covered Equipment from official sales channels of original manufacturers in India

          The following conditions would be covered. If the Covered Equipment:

        1. Damage or theft during riot, strike & malicious damage
        2. Burglary including theft and housebreaking
  5. Exclusions
    The Plan will not cover:
    1. Any damage or claim reported within 7 days of activation of this Plan
    2. Plan purchased beyond 30 calendar days of purchase of the original covered/insured device
    3. Any loss or damage under mysterious circumstances including lost or stolen
    4. Any Loss, such as lost, forgotten/misplaced/left unattended, missing, fallen and any loss under mysterious circumstances
    5. Loss resulting from or caused by theft, or attempted theft of insured equipment, left in unattended vehicle or room
    6. Loss or damage due to Intentional act or willful neglect
    7. Loss or damage arising before/after Coverage Period
    8. Loss or damage not reported to Servify within 48 hours of the loss or damage to the Covered Device
    9. Any loss or damage due to hire or loan of the Covered Equipment to a third party
    10. Loss arising due to unlawful act including Terrorist activity, War, Nuclear Explosion, Radioactive Contamination, Chemical, Biochemical, Biological, Electromagnetic, Cyber Attack
    11. Consequential loss of any kind or description including wear & tear, manufacturing defects
    12. Loss or damage caused by incorrect storage, poor care and maintenance, careless use, gross negligence, incorrect installation and incorrect set-up
    13. Any loss if the Insured Equipment is not connected to any cellular network of service provider
    14. Loss due to negligence, intentionally misplaced, left unattended & forgotten at a public place
    15. Loss covered by supplier, dealer or manufacturer’s limited warranty
    16. Any loss effecting to SIM card and any ancillary products even if equipment results into complete stoppage of working
    17. 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 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
    18. Any loss arising outside the territorial limits of India
    19. Cover Is not extended to the devices purchased out side of Indian territory
    20. 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 the original manufacturer of the device
    21. Cosmetic damage to the Covered Equipment including but not limited to scratches, dents and broken plastic on ports
    22. Defects caused by normal wear and tear or otherwise due to normal aging of the product
    23. Issues that could be resolved by upgrading software to the then current version
    24. Third-party products or their effects on or interactions with the Covered Equipment or the software
    25. Your use of a computer or operating system that is unrelated to consumer software or connectivity issues with the Covered Equipment
    26. Damage to, or loss of any software or data residing or recorded on the Covered Equipment
    27. Recovery and reinstallation of software programs and user data are not covered under this Plan
    28. 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
    29. 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
    30. Recalls or modifications to the Product
    31. Accessories used in or with the Product
    32. 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
    33. 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
  6. Special Exclusions
    Servify 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. Any loss and/or damage prior to delivery of Insured Equipment, if purchased online or from Brick & Mortar sales channel
    7. Servify 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 Plan is purchased and subsequently registered & activated for the Covered Equipment after 365 calendar days from the date of purchase of the Original Equipment
      3. Due to the inability of the Beneficiary to submit any of the claim processing and claim payment documents required by Servify or the risk underwriter for processing the eligible claim
    8. The Plan shall also not cover a damage or loss:

        Previously claimed amount has exhausted the Covered Value of the Covered Equipment.
        In any action, suit or other proceeding where the risk underwriter or Servify 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. Claim Procedure
    1. In the event of damage to the Covered Equipment, 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 (me.servify.in) or 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 Equipment repaired unless intimated over helpline of Servify & further authorized by Servify
      4. Documents required during the claim: (1) Electronic claim form duly filled in with all the details of the damage, (2) ID proof, if required by the Insurer, (3) Purchase invoice, if requested by the Insurer
    2. In the event of Loss/Theft to the Covered Equipment, 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
        Loss/Theft should be given to Servify via its support channels comprising of the App or Portal (me.servify.in) or Call Center Number (1 800 123 333 888)
      2. The event needs to be notified to Servify with cause or reason of Loss/Theft
      3. Documents required during the claim: (1) Electronic claim form duly filled in with all the details of the damage, (2) ID proof, (3) Purchase invoice (4) SIM blocking confirmation from service provider (5) Deed of indemnity & Subrogation, (6) FIR/Police Intimation Form
      4. The event will have to be simultaneously notified to the cellular network service provider not later than 48 hours from the date and time of loss and a written acknowledgment on confirmation of barring of SIM services from network service provider to be furnished
      5. An immediate intimation (not later than 48 hours from the date and time of damage) about the
        Loss/Theft should be reported to nearest police authorities and police FIR confirmation to be furnished
  8. Claim Fulfillment Process
    1. For claim pertaining to the damage of the device, Servify provides services through Pick/Drop Support (“PUDO”) Service for the Covered Equipment, 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 claim and the next steps expected
    3. Once you are notified & that the service (either repair or replacement) is complete, you will promptly be notified via the 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
    4. Servify or Samsung 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 Plan. Service options, parts availability and response times may vary according to the city you live in
  9. Your Responsibilities
    1. In the event of damage to the Covered Equipment

      To receive service or support under the Plan, you agree to comply with the following:

      1. Reporting of the Loss/Theft to servify within 48 hours of the event
      2. Provide a copy of your Covered Equipment’s original proof of purchase, if requested again
      3. Provide Original copy of the Job Sheet upon replacement/refurbishment of the device, if requested, which was obtained from authorized service center of the original manufacturer or Servify authorised service center
      4. Provide information about the reasons and causes of the damage to the Covered Equipment
      5. Provide identity proof if requested to verify Beneficiary of the Plan
      6. 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
      7. Follow instructions Servify 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
      8. Make sure to backup software and data residing on the Covered Equipment. DURING THE FULFILLMENT OF DAMAGE PROTECTION SERVICE SERVIFY OR THE ASP MAY 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
      9. Fill and submit the Claim Forms and the Declaration Form as required for submitting a valid Claim
      10. Providing any additional documents as may be required by the Insurer in order to determine the admissibility of the claim.
    2. In the event of Loss/Theft to the Covered Equipment

      To receive service or support under the Plan, you agree to comply with the following:

      1. Reporting of the Loss/Theft to servify within 48 hours of the event
      2. Provide a copy of your Covered Equipment’s original proof of purchase, if requested again
      3. Provide identity proof if requested to verify Beneficiary of the Plan
      4. Notifying to the cellular network service provider not later than 48 hours from the date and time of loss and a written acknowledgment on confirmation of barring of SIM services from network service provider to be furnished
      5. Loss/Theft to be reported to nearest police authorities within 48 hours and police FIR confirmation to be furnished
      6. Fill and submit the Claim Forms and the Declaration Form as required for submitting a valid Claim
      7. Providing any additional documents as may be required by the Insurer in order to determine the admissibility of the claim.
  10. Depreciation Matrix
    The standard depreciation matrix applicable for this Plan is as below:
    Age of the Covered EquipmentDepreciation Applicable
    Between 366 days – 549 days from the date of purchase of the device40%
    Between 550 days – 733 days from the date of purchase of the device50%

    Beyond Economic Repairs (BER): If the Covered Equipment is Beyond Economic Repairs, the applicable depreciated amount less the settlement amount of previous claim if any & less the claim processing charges of Rs.1000/- will be returned to you as settlement subject to you returning the original device along with its original accessories and original box to Servify. In case the original accessories and box is not received, there will be a deduction of Rs. 500/- from the final settlement amount

  11. Limitation of Liability
    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 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
  12. 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 may be required to perform preventative maintenance on the Covered Equipment to receive service under the Plan, and update the 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 at least the age of 18. 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. 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 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.
    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 is not obligated to renew this Plan. If either Servify 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 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
    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
  13. Important Information:
    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 (Mon-Sun, 9am-9pm) email support@servify.in
  14. Support Contact Details:
    1. Servify Customer Service Email ID: support@servify.in
    2. Servify Claims Email ID: claims@servify.in
    3. Servify Customer Service Number: 1 800 123 333 888 (Mon-Sun, 9am-9pm)
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