These terms and conditions ("Terms") govern the ExtendedWarranty Plan – Laptop ("Plan") offered under the brand name"Carlcare Services" and purchased in respect of an eligible TECNO, Infinix or itel laptop ("Covered Device") by the customer("Customer") and administered by Solvy Tech Solutions Private Limited ("Zopper/Service Provider").
The Plan provides extended warranty coverage (“Extended Warranty”)against mechanical and electrical breakdown of the internal components of the Covered Device, subject to these Terms.
1. Extended Warranty Coverage
Subject to these Terms, the Plan covers Breakdown of the internalcomponents of the Covered Device occurring during the Plan Period. The Customermay raise multiple claims during the Plan Period, provided that the aggregatevalue of all such claims does not exceed the Invoice Value ("Claim Amount").
For the purpose of the Plan :
• "Breakdown"means a mechanical or electrical failure of the internal components of theCovered Device, arising during normal usage in accordance with themanufacturer's instructions, and not caused by any external event.
• Claim Amount means the purchase price of the Covered Device as specifiedin the original purchase invoice. If the estimated cost of an eligible repairexceeds the remaining available Claim Amount, Zopper shall not proceed with orapprove such repair unless the Customer agrees to bear the amount exceeding theremaining available Claim Amount. If the Customer does not agree to bear suchexcess amount, Zopper shall not be required to undertake the repair, and anyunutilised portion of the Claim Amount shall not be payable to the Customer incash or by way of reimbursement.
2. Repair
Where an eligible service request is approved, the Service Provider shallarrange for repair of the defective internal component or parts of the Covered Device, 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.
3. No depreciation shall be applicable on any of the repairs under the Plan.
4. The Plan does not provide for replacement of the entire Covered Device unless expressly communicated otherwise in writing.
The Plan expressly does NOT provide coverage,compensation, or protection for the following conditions, damages, orcircumstances:
1. Battery and Charger
The Plan shall not cover any repair or replacement of battery, chargerand power adapter of the Covered Device, including any failure, swelling,leakage or deterioration in battery capacity or backup, whatever the cause.
2. Software Issues
Any software, operating system, driver, firmware, virus or malwarerelated issue, and any recovery, restoration, reinstallation or reconstructionof software, applications or data, including data backup, migration orinformation transfer shall not be covered under the Plan.
3. Physical and Liquid Damage
The Plan shall not cover any Breakdown or malfunction caused by physicaldamage, accidental damage or liquid damage to the Covered Device, includingcracked screens, broken hinges and damaged bodies.
4. OEM Warranty Matters
.4 OEM Warranty Matters
Any defect or failure covered under the OEM Warranty, product recall ormanufacturer campaign.
5. 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
6. 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.
7. 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
8. 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.
9. 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.
10. Accessories
The Plan does not cover accessories, including but not limited toexternal mouse, keyboard, bags, cables and other peripherals, and other itemssupplied with or used along with the Covered Device.
11. Time-Barred Claims
Claims under the Plan must be reported to the Service Provider withinforty-eight (48) hours from the date of occurrence of the Breakdown. 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 the following 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 Zopper dedicated 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 Breakdown
• Photographs/video of thedefect, where reasonably required
Step 2: Documentation and Information Submission
The Customer shall submit all requisite details and supporting documentation as requested by the claims administration authority. Claims mustbe reported to the Service Provider within forty-eight (48) hours from the date of occurrence of the Breakdown.
Step 3: Device Handover Protocol
Following formal confirmation and authorisation from the claimsadministrator (Zopper), inspection, diagnosis and repair of the Covered Device shall be carried out by a Carlcare authorised service centre, either at the Customer's premises or at the service centre, as arranged by the Service Provider. Approval of a claim/service request shall be subject to physical inspection and verification of the Covered Device.
Step 4: Device Restoration and Delivery
Upon completion of repair and restoration procedures, the Customer shallbe notified to collect or receive the Covered Device in accordance with theapplicable service process. No service fee is applicable for claims under thePlan. 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 a Breakdown
• 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 the principal reason for rejection.
3. The Plan is linked to the Covered Device and its registered IMEI/serial number and cannot be transferred to another device.
4. By purchasing or using the Plan, the Customer acknowledges that Zopper may collect, use, process and share personal information, including the Customer's name, contact details, device details (including IMEI/serialnumber), Plan details, repair and service history, and other information collected 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 with Applicable 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 with the 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.