These terms and conditions ("Terms") govern the Accidental & Liquid Damage Protection Plan ("Plan")offered under the brand name "Carlcare Services" and purchased inrespect of an eligible TECNO, Infinix or itel smartphone ("CoveredDevice") by the customer ("Customer") and administered by Solvy Tech Solutions Private Limited ("Zopper/ServiceProvider").
The Plan provides protection against accidental damage and liquid damage to the Covered Device, subject to these Terms.
1. The Plan may be purchased in respect of an eligible TECNO, Infinix oritel smartphone purchased in India from an authorised dealer, retailer or otherauthorised sales channel participating in the Plan.
2. The Plan may be purchased only for a new smartphone and must bepurchased and activated within two (2) days from the date of purchase of theCovered Device.
3. The Plan shall apply only tothe Covered Device identified by the applicable IMEI/serial number and otherdevice details registered against the Plan.
4. The Customer must retain the purchase invoice for the Covered Deviceand proof of purchase/activation of the Plan and provide the same wherereasonably required for verification.
5. Any incorrect information related to the Covered Device, includingbut not limited to model, IMEI/serial number or purchase date, which may be requiredfor processing or administering the Plan, must be notified to the ServiceProvider within seven (7) days of Plan activation through the communicationchannels mentioned hereinafter in these Terms.
1. The Plan shall remain valid and enforceable for a period of twelve(12) months commencing from the date of Plan purchase ("Plan Period").
2. On expiry of the Plan Period, all coverage benefits, claimentitlements and protective provisions shall automatically terminate and cease tobe applicable.
3. The Plan shall automatically expire on the earliest of (a) expiry ofthe Plan Period; or (b) completion of one (1) approved claim under the Plan,including replacement or settlement of a BER claim.
4. No unused benefit under the Plan shall carry forward beyond the PlanPeriod.
5. The Plan cannot be cancelled by the Customer once purchased.
1. Definitions
For the purpose of these Terms:
• "Accidental Damage"means sudden and unintended physical damage caused by an identifiable externalevent that impairs the normal functionality or integrity of the Covered Device.
• "Liquid Damage"means damage caused by sudden and unintended contact of the Covered Device withliquid that impairs the normal functionality of the Covered Device.
• "Beyond Economical Repair" or "BER" means a case where, upon assessmentby the authorised service centre/Service Provider, the Covered Device cannot berepaired or the cost of repair is uneconomical in relation to the InvoiceValue.
• "BER Deductible"means the percentage of the Invoice Value to be borne by the Customer in theevent of a BER claim, as specified in these Terms.
2. Accidental & Liquid Damage Protection
Subject to these Terms, the Plan covers one (1) instance of AccidentalDamage or Liquid Damage to the Covered Device occurring during the Plan Period.Repairs of the Covered Device are allowed under the Plan, and the liability ofthe Service Provider shall not exceed the Invoice Value.
3. Beyond Economical Repair
Where the cost of repair of the Covered Device reaches or exceeds 80% of the device value, the Covered Device shall be declared Beyond Economic Repair (BER). In such cases, the applicable settlement amount shall be paid to the Customer after deduction of the relevant BER Deductible and other applicable deductions, as specified below.
• Twenty percent (20%) of the Invoice Value, where the incident occurs within 0 to 180 days from the date of Plan purchase; and
• Forty percent (40%) of the Invoice Value, where the incident occurs within 181 to 365 days from the dateof Plan purchase.
4. Repair and Replacement
Where an eligible service request is approved, the Service Provider shallarrange for repair or replacement of the damaged component or parts of the CoveredDevice, as technically appropriate, through a Carlcare authorised/designatedservice centre. All repairs shall ordinarily be carried out using genuinereplacement parts, subject to availability of the applicable part/model.
5. No depreciation shall be applicable on any of the repairs under thePlan, save and except the BER Deductible applicable to BER claims as set outabove.
6. The Plan does not provide for replacement of the entire CoveredDevice except in case of a BER claim as set out in Clause 3.
The Plan expressly does NOT provide coverage, compensation, or protectionfor the following conditions, damages, or circumstances:
1. Battery
The Plan shall not provide coverage for any repair and replacement of battery of the CoveredDevice, including any failure, swelling, leakage or deterioration in batterycapacity or backup, whatever the cause.
2. Natural and Catastrophic Incidents
The Plan shall not extend coverage for damages arising from or resultingfrom:
• Natural disasters, includingbut not limited to earthquakes, floods, tsunamis, hurricanes, tornadoes, orsevere weather phenomena
• Fire or combustion incidents
• Lightning strikes orelectrical surge damage
• Explosions or blast damage ofany nature
• Civil unrest including riots,strikes, civil disturbances, or public agitation
• Acts of vandalism orintentional destruction by third parties
3. Mysterious Disappearance and Theft
The Plan shall not provide coverage for any loss, disappearance, ordamage occurring under mysterious, unexplained, or undocumented circumstances,including but not limited to theft, larceny, burglary, or unauthorisedappropriation of the Covered Device.
4. Intentional and Negligent Damage
The Plan expressly excludes coverage for damages resulting from:
• Intentional actions, wilfulmisconduct, or deliberate misuse of the Covered Device
• Wilful neglect, recklessbehaviour, or gross negligence on the part of the Customer or authorised user
• Deliberate exposure tohazardous conditions or substances
5. Cosmetic Damage and Wear and Tear
The Plan shall not cover normal, ordinary wear and tear resulting fromregular and standard usage, or cosmetic damage including minor scratches,dents, surface abrasions, discolouration or superficial marks that do notimpair the functionality of the Covered Device.
6. Software and Data Services
The Plan explicitly excludes coverage for recovery, restoration,reinstallation, or reconstruction of software, applications, or operatingsystems and any services related to data backup, migration, or informationtransfer.
7. Unauthorised Service Facility Repairs
The Plan shall not provide coverage or compensation for any repairs,maintenance procedures, restoration work, or technical interventions performedat unauthorised, unlicensed, or non-affiliated service facilities, repairshops, or technical centres not formally authorised or designated by Carlcare.Any Covered Device that has been opened, tampered with or repaired by anunauthorised person shall not be eligible for any benefit under the Plan.
8. Accessories
The Plan does not cover accessories, including but not limited tochargers, cables, earphones, covers, screen guards and tempered glass, andother items supplied with or used along with the Covered Device.
9. Time-Barred Claims
Claims under the Plan must be reported to the Service Provider withinforty-eight (48) hours from the date of the incident of damage. Any claimreported after expiry of the applicable reporting period or the Plan Periodshall not be eligible under the Plan
The Customer may register a service/claim request through any of thefollowing channels:
1. Claim Registration Methods
Telephonic Communication
• Contact the dedicatedcustomer support hotline at: [+9185100 21818]
• Available during stipulatedbusiness hours: Monday through Friday, 10:00 AM to 06:00 PM IST
Electronic Mail Communication
• Submit detailed claimdocumentation via email to: [assure@zopper.com]
WhatsApp Messaging Service
• Initiate claim registrationvia WhatsApp: [https://wa.me/+918929816876?text=Hi]
Mobile Application Interface
• Download and install Zopperdedicated Customer application
• For Android:https://play.google.com/store/apps/details?id=com.zopper.assure
• For iOS:https://apps.apple.com/in/app/zopper-assure/id6746559819
2. Claims Processing Protocol
Step 1: Formal Request Initiation
The Customer shall initiate the claims process by raising a formalrequest through any of the aforementioned communication channels, providingcomprehensive incident documentation and device identification particularsincluding:
• Customer name and contactdetails
• IMEI/serial number and modelof the Covered Device
• Purchase invoice and Plandetails
• Date, approximate time anddescription of the incident
• Photographs/video of thedamage, where reasonably required
Step 2: Documentation and Information Submission
The Customer shall submit all requisite details and supportingdocumentation as requested by the claims administration authority. Claims mustbe reported to the Service Provider within forty-eight (48) hours from the dateof the incident of damage.
Step 3: Device Handover Protocol
Following formal confirmation and authorisation from the claimsadministrator (Zopper), the Customer shall visit the nearest Carlcareauthorised service centre and physically submit the Covered Device forprofessional inspection, diagnosis, and restoration procedures. Approval of aclaim/service request shall be subject to physical inspection and verificationof the Covered Device.
Step 4: Device Restoration and Delivery
Upon completion of repair and restoration procedures, the Customer shall be notified to collect or receive the Covered Device in accordance with the applicable service process. A processing fee of INR 999 [plus applicable GST / inclusive of GST]per approved claim shall be payable by the Customer at the time of collection of the repaired Covered Device. In case of a BER claim, the applicable BER Deductible shall be payable by the Customer, or adjusted against the settlement amount, prior to replacement or settlement. If any supplementary components or parts require additional repair beyond the scope of the Plan, such charges shall be separately communicated to and approved by the Customer.
1. The Customer shall:
• Provide accurate and completeinformation
• Take reasonable steps toprevent further damage following an incident
• Not intentionally alter,dismantle or repair the Covered Device before assessment, except wherereasonably necessary for safety
• Provide reasonablecooperation and documentation required to assess the service request
• Back up and removepersonal/confidential data before handing over the Covered Device
• Remove passwords, screenlocks and SIM/memory cards where instructed and reasonably necessary for repair
2. The Service Provider may reject a claim/service request where,following reasonable verification, it determines that the request is fraudulentor is based on materially false, fabricated or misleading statement ordocument. Any rejection shall be communicated to the Customer together with theprincipal reason for rejection.
3. The Plan is linked to the Covered Device and its registeredIMEI/serial number and cannot be transferred to another device.
4. By purchasing or using the Plan, the Customer acknowledges thatZopper may collect, use, process and share personal information, including theCustomer's name, contact details, device details (including IMEI/serialnumber), Plan details, repair and service history, and other informationcollected in connection with the Plan, for the purposes of administering thePlan, processing service requests, providing repair and support services,ensuring service quality, communicating with the Customer and complying withApplicable Law. Zopper may share such information with the manufacturer of theCovered Device, Carlcare, authorised service centres, affiliates and otherauthorised service providers only to the extent necessary for providing theservices under the Plan. All personal information shall be processed inaccordance with Applicable Law and Zopper's applicable Privacy Policy, as amendedfrom time to time.
In case of any grievance, you can reach out to assure@zopper.com withthe details of the concern.
1. These Terms shall be governed by the laws of India. The parties shallendeavour to resolve any dispute or grievance amicably through the grievanceredressal mechanism set out below:
Customer Support: +9185100 21818
Email: assure@zopper.com
2. Subject to the rights and remedies available to the Customer underthe Consumer Protection Act, 2019 and other Applicable Laws, the courts havingjurisdiction under Applicable Law shall have jurisdiction in relation to disputes arising from the Plan.