These terms and conditions ("Terms") govern Note Promise Plan ("Plan") purchased in respect of an eligible Xiaomi Smartphone ("Covered Device") by the customer ("Customer") and administered by Solvy Tech Solutions Private Limited ("Zopper/Service Provider").
The Plan includes and provides comprehensive protection against (a) accidental screen damage (“Screen Protection Plan”) and (b) extended warranty coverage (“Extended Warranty”) including the battery replacement benefit (“Battery Replacement Benefit”), each subject to these Terms (collectively, the “Sub-Plans”).
1.1 The Plan shall apply only to the Covered Device identified by the applicable IMEI/serial number and other device details registered against the Plan.
1.2 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.
1.3 Any incorrect information related to 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 as per the communication channels as mentioned hereinafter in the Terms.
2.1 The 2-Year Screen Protection Plan shall remain valid and enforceable for a period of twenty-four (24) months commencing from the date of Plan activation, after the expiry of which all coverage benefits, claim entitlements, and protective provisions shall automatically terminate and cease to be applicable (“SP Coverage Period”)
2.2 The Extended Warranty shall commence upon the expiry of the Xiaomi’s standard brand warranty and shall remain valid for a period of twelve (12) months thereafter (“EW Coverage Period”). For clarification, where the Xiaomi’s standard brand warranty is valid for twelve (12) months from the date of purchase of the Covered Device, the EW Coverage Period shall apply from 13th month and continue until the end of the 24th month from the date of purchase of the Covered Device.
2.3 The Covered Device shall be eligible for a one-time Battery Replacement Benefit for a period of twenty-four (24) months from the date of activation of Plan (“Battery Coverage Period”) SP Coverage Period, EW Coverage Period and Battery Coverage Period shall be collectively referred to as (“Plan Period”).
2.3 The Plan shall automatically expire on the earlier of (a) expiry of the Plan Period; or (b) completion of approved claim service requests under the Plan; or (c) cancellation by the Customer within 7 days from the date of the purchase of the Plan.
2.4 No unused benefit under the Plan shall carry forward beyond the Plan Period.
SECTION 3: COVERAGE
3.1 Screen Protection Plan
Subject to these Terms, the Screen Protection Plan covers one (1) instance of Accidental Damage to the screen/display of the Covered Device occurring during the applicable Plan Period commencing from the date of purchase of the Plan.
For the purpose of this Plan, Accidental Damage means sudden and unintended physical/liquid damage caused by an identifiable external event that impairs the normal functionality or integrity of the screen/display of the Covered Device.
3.2 Extended Warranty
Subject to these Terms, the Extended Warranty Plan shall cover manufacturing defects in the Covered Device during EW Coverage Period.
The Customer may raise multiple claims during the EW Coverage Period, provided that the aggregate value of all such claims do not exceed the “Claim Amount”. For the purpose of this Plan, Claim Amount shall mean the purchase price of the Covered Device as specified in the original purchase invoice. If the estimated cost of an eligible repair exceeds the remaining available Claim Amount, Zopper shall not proceed with or approve such repair unless the Customer agrees to bear the amount exceeding the remaining available Claim Amount. If the Customer does not agree to bear such excess amount, Zopper shall not be required to undertake the repair, and any unutilised portion of the Claim Amount shall not be payable to the Customer in cash or by way of reimbursement.
3.3 Additional Battery Replacement Benefit under the Extended Warranty
The Customer may avail of a battery replacement only if, during the Battery Coverage Period and under normal usage conditions, the battery health of the Covered Device falls below eighty percent (80%).
This benefit shall be availed only once during the Battery Coverage Period.
3.4 Independence of Screen Protection and Extended Warranty
The Screen Protection Plan and Extended Warranty Plan shall operate independently of each other. Availing any benefit or making any claim under one Sub-Plan shall not affect, reduce or exhaust the claim or benefits entitlement available under the other Sub-Plan. Each Sub-Plan shall have its own separate claim entitlement and applicable Claim Amount.
3.4 Repair and Replacement
Where an eligible service request is approved, the Service Provider shall arrange for repair or replacement of the damaged screen/display or defective component or parts of the Covered Device, as technically appropriate, through a Xiaomi-authorised/designated service center. All repairs shall ordinarily be carried out using genuine Xiaomi replacement parts, subject to availability of the applicable part/model.
3.5 There is no depreciation applicable on any of the repairs or replacements mentioned above.
3.6 The Plan does not provide for replacement of the entire Covered Device unless expressly communicated otherwise in writing.
SECTION 4: EXCLUSIONS
The Plan expressly does NOT provide coverage, compensation, or protection for 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 the display screen and battery shall not be covered under this Plan, except as specifically provided under the Extended Warranty coverage.
4.2 Beyond Screen Damage
If the damage to the Covered Device extends beyond the front screen to other components including the back of the phone, the repair or replacement cost of the non-screen components will have to be borne by the Customer. The Customer must pay for repairs to non-screen parts before Zopper will authorize and conduct the full repair of the device, including the screen replacement. If the total repair cost exceeds the Claim Amount under the Extended Warranty, the Service Provider shall not proceed with the repair unless the Customer agrees to pay the additional amount beyond the Claim Amount.
4.3 Natural and Catastrophic Incidents
The Plan shall not extend coverage for damages arising from or resulting from:
4.4 Mysterious Disappearance and Theft
The Plan shall not provide coverage for any loss, disappearance, or damage occurring under mysterious, unexplained, or undocumented circumstances, including but not limited to theft, larceny, burglary, or unauthorized appropriation of the Covered Device.
4.5 Intentional and Negligent Damage
The Plan expressly excludes coverage for damages resulting from:
4.6 Time-Barred Claims
Claims under Screen Protection and Extended Warranty Plan must be reported to the Service Provider within 48 hours from the date of the incident of the Damage. Any claim reported after expiry of the applicable reporting or Plan Period shall not be eligible under the Plan.
4.7 Wear, Tear Defects
The Plan shall not cover normal, ordinary wear and tear resulting from regular and standard usage and/or , factory faults, or design-related issues present at the time of Covered Device manufacture. The Plan does not extend coverage for minor scratches, surface abrasions, or superficial marks on the smartphone's screen that do not impair functionality.
4.8 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.
4.9 Unauthorized Service Facility Repairs
The Plan shall not provide coverage or compensation for any repairs, maintenance procedures, restoration work, or technical interventions performed at unauthorized, unlicensed, or non-affiliated service facilities, repair shops, or technical centres not formally authorized or designated by Xiaomi.
SECTION 5: CLAIMS REGISTRATION AND PROCESSING PROTOCOL
The Customer may register a service/claim request through any of the following channels:
5.1 Claim Registration Methods
Telephonic Communication
Electronic Mail Communication
WhatsApp Messaging Service
Mobile Application Interface
5.2 Claims Processing Protocol
Step 1: Formal Request Initiation
The Customer shall initiate the claims process by raising a formal request through any of the aforementioned communication channels, providing comprehensive incident documentation and device identification particulars including:
Step 2: Documentation and Information Submission
The Customer shall submit all requisite details and supporting documentation as requested by the claims administration authority. Claims under Screen Protection and Extended Warranty Plan must be reported to the Service Provider within 48 hours from the date of the incident of the Damage.
Step 3: Device Handover Protocol
Following formal confirmation and authorization from the claims administrator (Zopper), the Customer shall visit the nearest Xiaomi-authorized service centre and physically submit the Covered Device for professional inspection, diagnosis, and restoration procedures. 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, Customer shall be notified to collect or receive the Covered Device in accordance with the applicable service process. A service facilitation charge of INR 350 plus applicable Goods and Services Tax (GST) shall be payable by the Customer at the time of collection of the repaired Covered Device for Screen Protection Plan only. No service fee is applicable for Extended Warranty and Battery Replacement claims. 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.
SECTION 6: CUSTOMER RESPONSIBILITIES AND CONSENT
6.1 The Customer shall:
6.2 The Service Provider may reject a claim/service request where, following reasonable verification, it determines that the request is fraudulent or is based on materially false, fabricated or misleading statement or document. Any rejection shall be communicated to the Customer together with the principal 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/serial number), Plan details, repair and service history, and other information collected in connection with the Plan, for the purposes of administering the Plan, 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 Xiaomi, authorized service centres, affiliates and other authorized service providers only to the extent necessary for providing the services under the Plan. All personal information shall be processed in accordance with Applicable Law and Zopper's applicable Privacy Policy, as amended from time to time.
SECTION 7: LIMITATION OF LIABILITY AND DISCLAIMER OF WARRANTIES
7.1 To the maximum extent permitted by Applicable Law, the Service Provider's obligations under the Plan are limited to providing the repair/service benefits expressly set out in these Terms. The aggregate liability of the Service Provider shall not exceed the Plan Fee paid by the Customer, 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 Device during 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 or consumer right that cannot be excluded or restricted under Applicable Law.
7.4 The Plan is separate from, and does not replace or extend, any manufacturer warranty applicable to the Covered Device. Manufacturing, design or inherent defects, software issues, product recalls and other matters covered under the manufacturer warranty are not covered under this Plan and shall be addressed in accordance with Xiaomi's applicable warranty terms.
7.5 Zopper administers and facilitates the services under the Plan. All physical inspection, diagnosis and repair services are performed by Xiaomi-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.
SECTION 8: GRIEVANCE REDRESSAL
In case of any grievance, you can reach out to assure@zopper.com with the details of the concern.
SECTION 9: GOVERNING LAW AND DISPUTE RESOLUTION
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: +91 85100 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.