These terms and conditions ("Terms") govern the ExtendedWarranty Plan – Mobile ("Plan") offered under the brand name"Carlcare Services" and purchased in respect of an eligible TECNO,Infinix or itel smartphone ("Covered Device") by the customer("Customer") and administered by Solvy Tech Solutions PrivateLimited ("Zopper/Service Provider").
The Plan provides extended warranty coverage (“Extended Warranty”)against mechanical and electrical breakdown of the Covered Device, subject tothese 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 must be purchased and activated within two hundred and seventy (270) days from the date of purchase of the Covered Device, provided that the Covered Device is under valid manufacturer's standard warranty ("OEM Warranty") at the time of purchase of the Plan.
3. The Plan shall apply only to the Covered Device identified by the applicable IMEI/serial number and other device details registered against the Plan.
4. The Customer must retain the purchase invoice for the Covered Device and proof of purchase/activation of the Plan and provide the same where reasonably 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 berequired for processing or administering the Plan, must be notified to the Service Provider within seven (7) days of Plan activation through the communication channels mentioned herein after in these Terms.
1. The Extended Warranty shall commence upon the expiry of the OEMWarranty and shall remain valid and enforceable for a period of twelve (12)months thereafter ("Plan Period"). For clarification, wherethe OEM Warranty is valid for twelve (12) months from the date of purchase ofthe Covered Device, the Plan Period shall apply from the 13th month andcontinue until the end of the 24th month from the date of purchase of theCovered Device.
2. On expiry of the Plan Period, all coverage benefits, claimentitlements and protective provisions shall automatically terminate and ceaseto be applicable.
3. The Plan shall automatically expire on the earliest of (a) expiry ofthe Plan Period; or (b) exhaustion of the Claim Amount.
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. Extended Warranty Coverage
Subject to these Terms, the Plan covers Breakdown of the Covered Deviceoccurring during the Plan Period. The Customer may raise multiple claims duringthe Plan Period, provided that the aggregate value of all such claims does notexceed the Invoice Value ("Claim Amount").
For the purpose of this Plan:
• "Breakdown"means a mechanical or electrical failure of the Covered Device, arising duringnormal usage in accordance with the manufacturer's instructions, and not causedby any external event.
• Claim Amount means thepurchase price of the Covered Device as specified in the original purchaseinvoice. If the estimated cost of an eligible repair exceeds the remainingavailable Claim Amount, Zopper shall not proceed with or approve such repairunless the Customer agrees to bear the amount exceeding the remaining available Claim Amount. If the Customer does not agree to bear such excess amount, Zoppershall not be required to undertake the repair, and any unutilised portion ofthe Claim Amount shall not be payable to the Customer in cash or by way of reimbursement.
2. Repair
Where an eligible service request is approved, the Service Provider shallarrange for repair or replacement of the defective component or parts of the Covered Device, as technically appropriate, through a Carlcareauthorised/designated service centre. All repairs shall ordinarily be carriedout using genuine replacement parts, subject to availability of the applicablepart/model.
3. No depreciation shall be applicable on any of the repairs or replacementsunder the Plan.
4. The Plan does not provide for replacement of the entire Covered Device unless expressly communicated otherwise in writing.
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The Plan expressly does NOT provide coverage, compensation, or protectionfor the following conditions, damages, or circumstances:
1. 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 or broken screens and bent or dented bodies.
2. OEM Warranty Matters
Any defect or failure covered under the OEM Warranty, product recall ormanufacturer campaign.
3. Battery
The Plan shall not cover any batteryrepair or replacement of the Covered Device, including any failure, swelling,leakage or deterioration in battery capacity or backup, whatever the cause.
4 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
5. 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.
6. 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
7. 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.
8. Software and Data Services
The Plan explicitly excludes coverage for recovery, restoration, reinstallation, or reconstruction of software, applications, or operating systems and any services related to data backup, migration, or information transfer.
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 tochargers, cables, earphones and covers, and other items supplied with or usedalong 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 thefollowing channels:
5.1 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
5.2 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 supportingdocumentation as requested by the claims administration authority. Claims mustbe reported to the Service Provider within forty-eight (48) hours from the dateof occurrence of the Breakdown.
Step 3: Device Handover Protocol
Following formal confirmation and authorisation from the claims administrator (Zopper), the Customer shall visit the nearest Carlcare authorised 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 verification of 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 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 andapproved by the Customer.
1. The Customer shall:
• Provide accurate and complete information
• 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 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, asamended from time to time.
1. To the maximum extent permitted by Applicable Law, the ServiceProvider's obligations under the Plan are limited to providing therepair/service benefits expressly set out in these Terms. The aggregateliability of the Service Provider shall not exceed the Claim Amount, exceptwhere such liability cannot be excluded or limited under Applicable Law.
2. The Service Provider shall not be liable for indirect orconsequential losses arising from the inability to use the Covered Deviceduring the repair period, except to the extent such liability cannot lawfullybe excluded.
3. Nothing in these Terms shall exclude or restrict any liability orconsumer right that cannot be excluded or restricted under Applicable Law.
4. The Plan is separate from, and does not replace, the OEM Warrantyapplicable to the Covered Device. Any defect, product recall or other matterarising during the validity of the OEM Warranty shall be addressed inaccordance with the manufacturer's applicable warranty terms and is not coveredunder the Plan.
5. Zopper administers and facilitates the services under the Plan. Allphysical inspection, diagnosis and repair services are performed by Carlcareauthorised/designated service centres, and Zopper does not itself manufacturethe Covered Device or its components or undertake the physical repair of theCovered Device.
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 shall endeavour to resolve any dispute or grievance amicably through the grievance redressal 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 having jurisdiction under Applicable Law shall have jurisdiction in relation to disputes arising from the Plan