These terms and conditions ("Terms") govern the ExtendedWarranty Plan – TV ("Plan") offered under the brand name"Carlcare Services" and purchased in respect of an eligible TECNO,Infinix or itel television ("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 failure of the Covered Device subject tothese Terms.
1. Extended Warranty Coverage
Subject to these Terms, the Plan covers Breakdown of the Covered Deviceoccurring during the Plan Period, on a repair or replacement basis. TheCustomer may raise multiple claims during the Plan Period, provided that theaggregate value of all such claims does not exceed the Invoice Value ("ClaimAmount").
For the purpose of the 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 the purchase price of the Covered Device asspecified in the original purchase invoice. If the estimated cost of aneligible repair exceeds the remaining available Claim Amount, Zopper shall notproceed with or approve such repair unless the Customer agrees to bear theamount exceeding the remaining available Claim Amount. If the Customer does notagree to bear such excess amount, Zopper shall not be required to undertake therepair, and any unutilised portion of the Claim Amount shall not be payable tothe Customer in cash or by way of reimbursement.
2. Repair and Replacement
Where an eligible service request is approved, the Service Provider shallarrange for repair or replacement of the defective component or parts of theCovered 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 under thePlan.
4. Where repair of the Covered Device is not feasible, the ServiceProvider may, at its discretion, replace the Covered Device with a device ofthe same or similar model and specifications, and the Plan shall standterminated upon such replacement.
The Plan expressly does NOT provide coverage, compensation, or protectionfor the following conditions, damages, or circumstances:
1. Panel Damage
The Plan shall not cover any damage to the display panel of the CoveredDevice, including cracks, breakage, pressure marks or impact damage.
2. 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.
3. OEM Warranty Matters
Any defect or failure covered under the OEM Warranty, product recall ormanufacturer campaign.
4. Motherboard Burn
The Plan shall not cover any burning of the motherboard (main board) ofthe Covered Device, whatever the cause, including voltage fluctuation, powersurge or short circuit.
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. 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.
10. 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.
11. Accessories
The Plan does not cover accessories, including but not limited to remotecontrols, stands, wall-mount brackets, cables and adapters, and other itemssupplied with or used along with the Covered Device.
12. 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.
13. Rusting
Rusting is not covered under this 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 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 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 claimsadministrator (Zopper), inspection, diagnosis and repair of the Covered Deviceshall be carried out by a Carlcare authorised service centre, either at theCustomer's premises or at the service centre, as arranged by the Service Provider. Approval of a claim/service request shall be subject to physicalinspection 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 the applicable 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 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 that Zopper 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 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 the Covered 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 amended from 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.