COMPREHENSIVE PROTECTION PLAN COMBO - 2 YEARS/ 3 YEARS (ACCIDENTAL DAMAGE AND LIQUID DAMAGE ALONG WITH EXTENDED WARRANTY)

For Laptops

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1. The Plan

The Comprehensive Protection Plan offered by Solvy Tech Solutions Private Limited (hereinafter referred to as “Zopper) governs the registration and support process for any kind of accidental and/or liquid damage or mechanical and electrical breakdown/defects for applicable Samsung devices to the extent provided herein. The plan is valid for select new laptops sold by authorised sales channels of Samsung India Electronics Private Limited(“hereinafter referred to as “Samsung”) in India in their original packaging.

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This plan is not valid for products which are not Samsung and/or any products that are either refurbished or purchased by a customer who posts a return from the first customer, even in an unboxed condition.

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2. Plan Term

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1. Benefit(s) under the Plan begins when your device is activated as per the below scenarios and will end on completion of two (02) years from the date of activation of the Plan (“Plan Term”):
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   1. When Device and Samsung Care Services purchased together – Plan will be activated the  same day as that of device purchase.
   2. Plan is purchased after the device is purchased and/or activated: In this case the Plan will be activated from the date of device activation. However, the Plan is to be purchased within the stipulated timelines as provided in Clause 3.1 below.

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2. The Plan has two components, namely Accidental Damage & Liquid Damage (ADLD) and Extended Warranty (EW):
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   1. Benefits under the Accidental Damage & Liquid Damage (ADLD) Plan begin from the date of plan purchase and end on completion of Plan term (two or three years (as applicable) from the date of activation of the Plan).
   2. Benefits under the Extended Warranty Plan begin the next day after the expiry of the manufacturer’s warranty on the device and end on completion of comprehensive protection plan duration.

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3. Plan Eligibility
   
   
   1. This Plan can be purchased until 7 days from the device purchase date, and subject to the Device being in its perfect working condition. The purchase window may be extended by Samsung, provided additional device diagnostics are available.
   2. The terms of this Plan, the original sales receipt for the Plan, the original sales receipt of the registered device, the proof of Customer’s identity provided at the time of raising a Damage Repair Service Request, the indemnification that the customer provided about the working condition of the registered device before the purchase of the Plan and the Plan Confirmation are each part of the Plan.
   3. The benefits under the accidental damage protection Plan and extended warranty are additional to the benefits provided by the manufacturer under the manufacturer’s warranty.
   4. This Plan is not valid for any products that are either refurbished or purchased by a customer post a return from the first customer, even in an unboxed condition.

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4. Plan Details

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1. “Registered” device: The device that was successfully registered under the Plan within the stipulated time period, as defined in Clause 3.1 above, is termed as “registered device”.

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2. Customer: The purchaser of the registered device, whose name is mentioned on the original invoice, is the Customer. The purchaser’s spouse, children and parents can be the users of the registered device. If the purchaser is a company, the customer shall mean any representative/employee of the company authorised to use the registered device.

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3. Benefits Value: For Accidental Damage Protection plan, Unlimited claims are allowed, however each claim raised is subject to the maximum of up to invoice value during the term of the Plan.

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There is a Processing Fee charged from Customer by Zopper during a repair event under Accidental Damage from Handling as mentioned below:

Note: The device list mentioned here is not exhaustive. In case any device is not listed here, the details of the processing fee applicable for that device can be found during claim raise process

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5. For Extended Warranty, Unlimited number of Repair Requests can be availed under the Plan.

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1. Scope of Service under the Plan

Provided the registered device is handed over to Zopper or its authorised channels in its entirety during the Damage Repair Request Process & that the customer has submitted the documents as desired under the Plan, the following conditions would be considered under the Plan.

1. Inclusions
   
   1. Accidental physical damage and/or such damage that impairs the normal usage of the registered device
   2. The registered device fails to function due to accidental fluid entry into its internal circuitry, touch panel, sub-board, or battery, causing it to stop working.
   3. This Plan covers mechanical or electrical breakdowns and defects of the registered device, but only to the extent provided by the manufacturer’s warranty. Coverage includes the cost of parts and labor for devices that:
      
      1. Are manufactured in India or legally imported into India,
      2. Are sold through official Samsung sales channels, and
      3. Are supported by a valid invoice and manufacturer’s warranty/guarantee.

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6. Exclusions

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     1. If the Plan has been purchased beyond the eligible purchase window as defined in Clause 3.1.

2. Any damages to the registered device prior to the Plan activation
3. Any damages reported within 07 (seven) days of activation of the Plan
4. Theft or loss of the Laptops.
5. Any damage to the registered device:
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   1. due to Intentional act or willful neglect
   2. arising before or after Plan Term
   3. under mysterious circumstances including lost or stolen
   4. due to serial number that has been altered, defaced or removed, or has been modified to alter its functionality or capability without the written permission of Samsung
   5. due to any experiments or tests and/or alterations resulting in any abnormal conditions of the registered device

7. Damage caused by:

    1. a product/accessory that is not the registered device

2. operating the registered device outside the permitted or intended uses described by the manufacturer
   
3. service (including upgrades and expansions) performed by anyone who is not an Authorised Service Centre (“ASC”) or any failure/damage caused outside the Indian territory
4. Damages to the device due to terrorist attack, war, fire, lightning, earthquake, floods or an act of God
5. Damaged registered device where the IMEI/Serial no. cannot be identified. Please note that the IMEI mentioned on the SIM tray will not be considered as an identification of the device IMEI.
6. Damage caused due to an electricity surge or an electromagnetic pulse (EMP)
7. Any unauthorised access, modification, or alteration to the covered device.
8. Third-party products or their effects on or interactions with the registered device or the software
9. Consequential loss of any kind or description, including wear & tear, manufacturing defects
10. Cosmetic damage to the registered device including but not limited to scratches, dents and broken plastic on ports
11. registered device that has been stolen

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8. Special Exclusions

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Zopper and Samsung shall not be liable in respect of loss or damage to registered device relating to or caused due to the following:

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1. Any loss or damage to the Registered Device in connection with delays, detentions, or any claims related to performance or efficiency guarantees.
2. Loss due to the registered device which gradually develops flaws, defects, cracks or partial fractures in any part not necessitating immediate stoppage, although at some future time, repair or renewal of the parts affected may be necessary
3. Zopper and Samsung shall not be liable if:
   
   1. The user is found to be involved in any way in fraudulent or illegal activity of any kind whatsoever related to this Plan or registered device; and/or
   2. Due to the inability of the Customer to submit either of the processing documents or supporting documents required for processing the request within 7 days of the information being requested by Zopper.
   3. The user is found to have been negligent in respect of the usage of the Registered Device, and/or
4. In any legal action, suit, or proceeding wherein Zopper or underwriting partners allege that a loss, destruction, defect, or liability is not covered under this Plan due to the stated exceptions or exclusions, the burden of proving that such loss, destruction, defect, or liability is covered shall rest upon the Customer.

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9. Worldwide Cover

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1. Territorial Scope: Global

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However, Samsung may limit provision of the SCS ProtectMax service to the country where the covered device was originally purchased

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This Samsung Care Services Protect Max service may not be available in all countries and is not available where prohibited by law

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10. Plan Activation Process

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Instant activation: The customer does not need to activate the Plan. The registered device is automatically covered under the Plan from the Plan purchase date.

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11. Service Request Process

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In the event of damage to the registered device, the customer is required to:

1. Immediately (not later than 07 days from the time of the defect) inform Zopper through the Samsung Unified Web Portal or Samsung Call Centre detailing the defect and any documentary evidence of the defect, and answer a few questions on the incident. The process is completely paperless, so no documents will be required.
2. The customer needs to share the IMEI/Serial no. detail of the registered device before raising the request, failing which the customer will not be eligible to receive any benefits of the Samsung Care+ and no claims shall be entertained against Samsung or Zopper.
3. The customer will have to raise the claim on the portal first and then visit the allocated service centre for device repair. Direct walk-in without raising the claim on the portal is not allowed in any of Samsung Authorised Service Centres under this plan.

8.4 The customer shall not handover the Registered Device for repairs at any service centre, including at any Samsung Authorised Service Centre (ASC), until Repair Request is raised via Samsung Unified Web Portal, Samsung Call Centre, Samsung Authorised Service Centre and confirmation received over registered email/mobile number. It is expressly stated that Zopper will not be held responsible for fulfilling any such requests where the Registered Device is handed over to a service centre by the customer before the receipt of confirmation of Repair Request being raised; any liabilities arising out of such Repair Request will be solely handled by the customer at his/her own expense.

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12. Service Fulfillment Process

1. Zopper provides services through Carry In Service for the Registered Device which enables repair at the nearest Samsung Authorised Service Centre as indicated in the Samsung Unified Web Portal. The Customer Service will be performed at the Samsung Authorised Service Centres after verification of the entitlement and validity of the Plan. Once the service is complete, the customer will promptly be notified via the Samsung Unified Web Portal and via SMS and E-mail communication.

2. Zopper reserves the right to change the method by which they may provide repair service to the customer and the registered device’s eligibility to receive a particular method of service under this Plan. Service options, parts availability and response times may vary according to the city the customer lives in.

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12. Customer’s Responsibilities

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To receive service or support under the Plan, the customer must agree to comply with the following:

1. Keep the IMEI/Serial no. details of the registered device secure and provide the same at the time of raising any claim. If the customer fails to provide the IMEI/Serial no. details as and when asked by Zopper, the claim shall not be processed and under no circumstances shall Zopper or Samsung be liable for the claim rejection
2. Provide a copy of the registered device’s original proof of purchase at the time of raising a claim if requested
3. Provide information about the reasons and causes of the damage to the registered device
4. Provide identity proof if requested by Zopper (at the time of raising a ‘Damage Repair Request’) to verify the User of the registered device, on which the Plan is activated
5. Respond to requests for information, including but not limited to the registered device serial number, model, version of the operating system and software installed, any peripherals devices connected or installed on the registered device, any error messages displayed, actions taken before the registered device experienced the damage and steps taken to avoid the damage
6. Follow instructions Zopper provides, including but not limited to refraining from sending the registered device that is not subject to damage protection as per the Plan and packing the registered device in accordance with shipping instructions as per the Plan
7. The customer must make sure to backup the data residing on the registered device. DURING THE FULFILLMENT OF THE DAMAGE REPAIR SERVICE, ZOPPER OR THE ASC MAY DELETE THE CONTENTS OF THE REGISTERED DEVICE AND

REFORMAT THE STORAGE MEDIA IF NECESSARY. Zopper, or Authorised Service Centre, may return the registered device after the service event subject to applicable updates. Zopper or the Authorised Service Centre may install the latest software updates as part of the hardware service that will prevent the registered device from reverting to an earlier version of the Operating System. Third party applications installed on the registered device may not be compatible or work with the registered device as a result of the Operating System update. The customer will be responsible for reinstalling all other software programs, data and passwords.

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13. Cancellation And Refund

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Cancellation is not allowed under this plan.

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14. Limitation Of Liability

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TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, SAMSUNG, Zopper AND ITS EMPLOYEES AND AGENTS WILL UNDER NO CIRCUMSTANCES BE LIABLE TO THE CUSTOMER OR ANY SUBSEQUENT OWNER FOR ANY INDIRECT OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO COSTS OF RECOVERING, REPROGRAMMING, OR REPRODUCING ANY PROGRAM OR DATA OR THE FAILURE TO MAINTAIN THE CONFIDENTIALITY OF DATA, ANY LOSS OF BUSINESS, PROFITS, REVENUE OR ANTICIPATED SAVINGS, RESULTING FROM Zopper’S OBLIGATIONS UNDER THIS PLAN. NOTWITHSTANDING ANYTHING COMNTAINED HEREIN TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE LIMIT OF SAMSUNG, ZOPPER AND ITS EMPLOYEES AND AGENT’S LIABILITY TO THE CUSTOMER AND ANY SUBSEQUENT OWNER ARISING UNDER THE PLAN SHALL NOT EXCEED THE DEPRECIATED VALUE OF THE REGISTERED DEVICES. Zopper SPECIFICALLY DOES NOT WARRANT THAT (i) IT WILL BE ABLE TO REPAIR OR REPLACE REGISTERED DEVICE WITHOUT RISK TO OR LOSS OF PROGRAMS OR DATA, (ii) IT WILL MAINTAIN THE CONFIDENTIALITY OF DATA, OR

(iii) THE OPERATION OF THE PRODUCT WILL BE UNINTERRUPTED OR ERROR-FREE.

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15. Transfer Of Plan

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1. The transfer of the Plan from one registered device to another device is not allowed
2. In case of a change in ownership of the registered device, all benefits under this plan will continue for the remaining plan term.
3. If the registered device is replaced under the manufacturer’s warranty during the Plan Term, then the replacement device will be termed as a registered device, with the applicable Plan benefits for the remaining period of the Plan Term.
4. It is the responsibility of the Customer to share the replaced device IMEI/Serial no. and the replacement invoice issued by the ASC.

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16. General Terms

     1. Zopper may subcontract or assign the performance of its obligations to third parties but shall not be relieved of its obligations to the customer in doing so

2. Zopper is not responsible for any failures or delays in performing under the Plan that are due to events outside its reasonable control
3. The customer is not required to perform preventative maintenance on the registered device to receive service under the Plan
4. Subject to Clause 6 of these Terms and Conditions, the registered device is covered for damages occurring anywhere in the world. However, in case if the Samsung Care Services is available in such country where the damages have occurred, then the One Time Deductible (OTD) shall be payable by Customer in such applicable currency which shall be equivalent to the prescribed OTD in INR

5. This Plan is not offered to persons who have not reached the age of majority. This Plan may not be available in all states and is not available where prohibited by law
6. In carrying out its obligations, Zopper may, at its discretion and solely for the purposes of monitoring the quality of its response, record part or all of the calls between the customer and Zopper

9. The customer agrees that any information or data disclosed to Zopper under this Plan is not confidential or proprietary to the customer. Furthermore, the customer agrees that Zopper may collect and process data on the customer’s behalf when it provides service. This may include transferring the data to affiliated companies or service providers in accordance with the Customer Privacy Policy of Zopper, details of which are available on its website at https://www.zopper.com/privacy-policy.
10. The terms of the Plan, including the original sales receipt of the registered device and the Plan Confirmation, prevail over any conflicting, additional, or other terms of any purchase order or other document and constitute the customer’s and Zopper’s entire understanding with respect to the Plan
11. Zopper is not obligated to renew this Plan. If either Zopper does offer a renewal, they will determine the price and terms
12. There is no informal dispute settlement process available under this Plan
13. In the event any section or portion of a section of these terms and conditions are deemed invalid, void or unenforceable, that section or portion of a section shall be severed from these terms and conditions, and the remaining terms and conditions shall continue in full force and effect
14. These terms and conditions shall be governed by and construed under the laws of India
15. These terms and conditions do not affect the statutory rights of a consumer
16. Zopper reserves the right, at its discretion, to change or modify the terms of this Plan

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17. Support Contact Details:

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1. Samsung Customer Service Number: 18002021234 (Mon-Sun, 09:00am-09:00pm)
2. Samsung Customer Service Email ID: support.careplus@samsung.com