Zed Secure Mobile Protection Plan

(Accidental Physical and Accidental Liquid Damage Protection Plan)

  1. Damage Protection Plan (“Plan”)
  2. This risk underwritten accidental damage protection contract governs the support process for physical and fluid damages for under warranty smartphones (“Covered Equipment”) sold by its manufacturer’s official sales channels/retailers 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 when you (Beneficiary, who is the User of the Covered Equipment) purchase the original Device and ends on completion of Twelve months (365 Days) from date of original purchase of the Device
    2. This plan can be purchased only within 15 calendar days 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 Device
    4. Only two (2) claims per Covered Device (Up to the Sum Insured/Covered Value) is allowed during the term of the plan. All subsequent claim requests if any, shall be considered for paid repair only
  4. Coverage Details
    1. Beneficiary

      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 authorized to use the Covered Equipment

    2. Covered Value

      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 2 claims 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 Authorized Service Centre (“ASC”) or Apple Authorised Service provide (AASP) receive the Covered Value as reimbursement as the complete settlement of the claim under this plan & upon the settlement of such a claim the Plan Cover/Sum Insured shall cease to exist.
      In the event of Beneficiary opting for reimbursement, the applicable depreciated amount less the settlement amount of previous claim if any, less the claim processing charges (as applicable) 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. In case the accessories along with the original box are not received by Servify, there will be an deduction of Rs.1000/- for Apple devices & Rs.500/- for non-apple devices from the final settlement amount.

    3. Scope of Coverage

      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 accidental liquid damage & 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. Plan purchased beyond 15 calendar days of purchase of the original device
    2. Any damage or claim reported with in the first 7 calendar days of activation of the Plan
    3. Any loss or damage under mysterious circumstances including lost or stolen
    4. Loss or damage due to Intentional act or willful neglect
    5. Loss or damage arising before/after Coverage Period
    6. Loss or damage not reported to Servify within 48 hours of the loss or damage to the
      Covered Device
    7. Any loss or damage due to hire or loan of the Covered Equipment to a third party
    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 effecting to SIM card and any ancillary products even if equipment results into complete stoppage of working
    13. 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)/Apple Authorised service Provide (AASP) of the original manufacturer of the device for Non Apple & Apple devices respectively (d) Any failure/damage caused outside the Indian territory.
    14. 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
    15. Covered Equipment that has been lost or stolen
    16. Cosmetic damage to the Covered Equipment 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 Equipment or the software
    20. Your use of a computer or operating system that is unrelated to consumer software or connectivity issues with the Covered Equipment
    21. Damage to, or loss of any software or data residing or recorded on the Covered Equipment
    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
    24. 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
    25. Recalls or modifications to the Product
    26. Accessories used in or with the Product
    27. 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
    28. 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. 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 for the Covered Equipment after 15 calendar days from the date of purchase of the Original Device
      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
    7. The Plan shall also not cover a damage or loss:
      1. Previous claim or claims if any, has exhausted the Covered Value of the Covered Equipment
      2. 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

    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 Zed Secure App or Portal
    2. The event needs to be notified to Servify with cause or reason of damage & obtain services estimate towards damage
    3. Do not get the damaged Insured Equipment repaired unless intimated by 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 (4) Provide any additional document if required by Servify or the risk underwriter to determine the admissibility of the claim
  8. Claim Fulfillment Process
    1. Servify provides services through Pick/Drop Support (“PUDO”) Service for the Covered Equipment, for serviceable locations. 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. Once you are notified & that the service (either repair or replacement) is complete, you will promptly be notified via the App & Consumer Web Portal. The repaired / replacement device will be delivered to the address of initial pickup within the next working day of completion of repair / replacement
    2. Servify reserves the right to change the method by which they may provide repair / 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
    3. Issue, if any, found post receiving the repaired/replaced handset, should be reported within 48 hrs. of the delivery to Servify
  9. 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 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
      3.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 again
    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 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 take backup of 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 and/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. Fill and submit the Claim Forms and the Declaration Form as required for submitting a valid Claim
    8. Providing any additional documents as may be required by Servify and/or the Insurer ( Risk Underwriter ) in order to determine the admissibility of the claim
  10. Depreciation Matrix
    1. 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 Invoice Value
      Between 91 days to 180 days from date of purchase of the Covered Equipment25% of the Invoice Value
      Between 181 days to 365 days from date of purchase of the Covered Equipment45% of the Invoice Value
    2. 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 as applicable 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.1000/- & Rs.500/- for Apple & Non-Apple device respectively from the final settlement amount
  11. Limitation of Liability

    TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, SERVIFY, ITS AFFILIATES 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 AFFILIATES 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 and its affiliates & its agents 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 Zed Secure App from time to time whenever there is a new version is available on the Google Play Store
    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 atleast 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 has 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 Servify 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 & 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. Support Contact Details:
    1. Servify Customer Service Number: 1 800 123 333 888 (All days, 9am to 9pm)
    2. Servify Claims Email ID: claims@servify.in
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