These terms and conditions ("Terms") govern the Screen Damage Protection Plan ("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 Private Limited ("Zopper/Service Provider").
The Plan provides screen protection coverage (“Screen Protection”)against accidental damage to the screen/display of the Covered Device , subject to these Terms.
1.1 The Plan may be purchased in respect of an eligible TECNO, Infinix oritel smartphone purchased in India from an authorised dealer, retailer or other authorised sales channel participating in the Plan.
1.2 The Plan may be purchased only for a new smartphone and must be purchased and activated within two (2) days from the date of purchase of the Covered Device.
1.3 The Plan shall apply only to the Covered Device identified by the applicable IMEI/serial number and other device details registered against thePlan.
1.4 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.
1.5 Any incorrect information related to the Covered Device, including but not limited to model, IMEI/serial number or purchase date, which may be required 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 hereinafter in these Terms.
2.1 The Plan shall remain valid and enforceable for a period of twelve(12) months commencing from the date of Plan purchase ("Plan Period").
2.2 On expiry of the Plan Period, all coverage benefits, claimentitlements and protective provisions shall automatically terminate and ceaseto be applicable.
2.3 The Plan shall automatically expire on the earliest of (a) expiry of the Plan Period; or (b) completion of one (1) approved claim under the Plan.
2.4 No unused benefit under the Plan shall carry forward beyond the Plan Period.
2.5 The Plan cannot be cancelled by the Customer once purchased.
3.1 Definitions
3.2 Screen Damage Protection
Subject to these Terms, the Plan covers one (1) instance of Accidenta lDamage to the screen/display (LCD/display assembly) of the Covered Device occurring during the applicable Plan Period commencing from the date ofpurchase of Plan.
For the purpose of this Plan, "Accidental Damage" means sudden and unintended physical damage caused by an identifiable external eventthat impairs the normal functionality or integrity of the Covered Device.
3.3 Repair Warranty
The replaced screen/display shall carry a repair warranty of three (3)months from the date of repair against defects in the replaced part and workmanship.
3.4 Repair
Where an eligible service request is approved, the Service Provider shallarrange for repair or replacement of the damaged screen/display or defectivecomponents or parts of the Covered Device, as technically appropriate, througha Carlcare authorised/designated service centre. All repairs shall ordinarilybe carried out using genuine replacement parts, subject to availability of theapplicable part/model.
3.5 No depreciation shall be applicable on any of the repairs or replacements under the Plan.
3.6 The Plan does not provide for replacement of the entire Covered Device under any circumstances or unless expressly communicated otherwise inwriting.
The Plan expressly does NOT provide coverage, compensation, or protectionfor the following conditions, damages, or circumstances:
4.1 Non-Screen Related Damages
Any and all damage, deterioration, or malfunction affecting components,parts, systems, or structural elements of the Covered Device other than thescreen/display shall not be covered under the Plan.
4.2 Beyond Screen Damage
If the damage to the Covered Device extends beyond the screen to othercomponents, including the back panel, the repair or replacement cost of thenon-screen components will have to be borne by the Customer. The Customer mustpay for repairs to non-screen parts before Zopper will authorise and conductthe full repair of the Covered Device, including the screen replacement.
4.3 Liquid Damage
Any damage to the Covered Device, including its screen/display, caused bycontact with liquid.
4.4 Battery
The battery of the Covered Device, including any failure, swelling,leakage or deterioration in battery capacity or backup, whatever the cause.
4.5 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
4.6 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.
4.7 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
4.8 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.
4.9 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.
4.10 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.
4.11 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.
4.12 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:
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 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 shallbe 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. 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.
6.1 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, screen locksand SIM/memory cards where instructed and reasonably necessary for repair
• Pay for repairs to non-screencomponents when the damage extends beyond the screen, as a prerequisite forfull device repair authorisation
6.2 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.
6.3 The Plan is linked to the Covered Device and its registered IMEI/serial number and cannot be transferred to another device.
6.4 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 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.
7.1 To the maximum extent permitted by Applicable Law, the ServiceProvider's obligations under the Plan are limited to providing the repair/service benefits expressly set out in these Terms. The aggregateliability of the Service Provider shall not exceed the cost of repair orreplacement of the screen/display of the Covered Device for one (1) approved claim, except where such liability cannot be excluded or limited under Applicable Law. .
7.2 The Service Provider shall not be liable for indirect or consequential losses arising from the inability to use the Covered Deviceduring the repair period, except to the extent such liability cannot lawfully be excluded.
7.3 Nothing in these Terms shall exclude or restrict any liability orconsumer right that cannot be excluded or restricted under Applicable Law.
7.4 The Plan is separate from, and does not replace or extend, the OEM/manufacturer Warranty applicable to the Covered Device. Manufacturing, design or inherent defects, software issues, product recalls and other matters covered under the OEM/manufacturer Warranty are not covered under the Plan andshall be addressed in accordance with the manufacturer's applicable warrantyterms.
7.5 Zopper administers and facilitates the services under the Plan. All physical inspection, diagnosis and repair services are performed by Carlcare authorised/designated service centres, and Zopper does not itself manufacture the Covered Device or its components or undertake the physical repair of the Covered Device.
7.6 Where repair or replacement of a non-covered component is necessary to facilitate screen repair or replacement, the Customer shall bear the associated cost. If the Customer refuses to pay such cost, Zopper shall not be liable for the screen repair or replacement.
In case of any grievance, you can reach out to [assure@zopper.com] with the details of the concern.
9.1 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
9.2 Subject to the rights and remedies available to the Customer under the 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.