2-Year Comprehensive Protection Plan (ADLD + EW)

For Smartphones & Tablets

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1. The Plan
   This Comprehensive Protection Plan (“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 smartphones and tablets sold by authorised sales channels of Samsung India Electronics Private Limited(“hereinafter referred to as “Samsung”) in India in their original packaging. This plan is not valid for any products that are either refurbished or purchased by a customer who posts a return from the first customer, even in an unboxed condition.
2. Plan Term
   The Plan has two components, namely Accidental Damage & Liquid Damage(ADLD)  and Extended Warranty(EW)
   
   1. Benefits under the Accidental Damage & Liquid Damage (ADLD) Plan begin from the date of plan purchase and end on completion of the Plan term ( 2 Years) from the date of activation of the Plan.
   2. Benefits under the Extended Warranty(EW) Plan begin from the next day after the expiry of the manufacturer’s warranty on the device and end on completion of the comprehensive protection plan duration
3. Plan Eligibility
   
   1. This Plan can only be purchased within 3 (three) days of the original device purchase date from all Samsung authorised channels. 
   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 in addition 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.
4. Plan Details
   
   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 a “registered device”.
   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.
   3. Benefits Value
      
      1. For the Accidental Damage Protection Plan, the Maximum Benefits Value for each repair request is equivalent to the invoice value of the registered device at the time of submitting a Damage Repair Request for availing accidental damage protection. The limit is 01 (one) repair instance per year for the duration of the plan term of the registered device or one (1) replacement of the registered device, subject to the maximum eligible Benefits Value at the time of submitting a request. If the repair charges are more than the Benefits Value, the Customer will have the option to bear the differential price for obtaining the repair as determined by the Authorised Service Provider (“ASP”) of Samsung. There is a Processing Fee charged during a repair event under Accidental Damage from Handling, as mentioned below:

Please note that the Device list mentioned here is not exhaustive. In case the customer’s Device is not featured in the list here, please go through the claim process to know the processing fee applicable for the Device.

1. For Extended Warranty, Maximum Benefits Value is equivalent to the original invoice value of the Registered Device. The Benefits Value at any given point in time will be calculated by subtracting the repair costs of all the subsequent repair service requests, if any, from the Invoice Value of the Registered Device. An unlimited number of Repair Requests up to the Benefits Value or one instance of replacement of the customer’s Registered Device can be availed under the Plan. 


2. 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 and has purchased the Registered Device from official sales channels of Samsung in India, the following conditions would be considered under the Plan.
   
   1. Inclusions
      
      1. Suffers accidental physical damage and/or such damage that impairs the normal usage of the Registered Device
      2. Fails to work because fluid has accidentally entered its internal circuitry, touch panel, sub-board or battery, resulting in stoppage of the Registered Device
      3. Suffers damage due to:
         
         1. Act of god, perils, fire, lightning and explosion
         2. Damage during riot, strike & malicious damage

      4. Any mechanical or electrical breakdown/defects to the registered device to the extent provided by the manufacturer’s warranty, including the cost of parts and labour for the products manufactured in India or legally imported in India & sold through official sales channels of Samsung and supported by an invoice & manufacturer’s warranty/guarantee.
   2. Exclusions
      
      1. If the Plan has been purchased after the allowable purchase window as defined by Samsung
      2. Any damages to the Registered Device prior to the Plan Activation
      3. Any damages reported within 7 days of the activation of the Plan
      4. Theft or loss of the device
      5. Any damage to the Registered Device:
         
         1. Due to Intentional acts or wilful neglect
         2. Arising before or after Plan Term
         3. Under mysterious circumstances, including lost or stolen
         4. Due to a 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
      6. 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. Third-party products or their effects on or interactions with the Registered Device or the software
         5. Consequential loss of any kind or description, including wear & tear, manufacturing defects
         6. Cosmetic damage to the Registered Device, including but not limited to scratches, dents and broken plastic on ports
         7. Registered Device that has been stolen

2. Special Exclusions
   Zopper and Samsung shall not be liable in respect of loss or damage to Registered Device relating to or caused by the following:
   
   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 customer 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. The Plan is purchased for the Registered Device after 30 calendar days from the date of purchase of the Registered Device
      3. Due to the inability of the Customer to submit either the processing documents or supporting documents required for processing the request

      4. In any action, suit or other proceeding where the Zopper or underwriting Zopper(s) alleges that by reason of the provisions of the exceptions or exclusions above, any loss, destruction or damage is not included under this Plan, the burden of proving that such loss, destruction or damage is included shall be upon the Customer.

3. Worldwide Cover
   The smartphone is covered for damages occurring anywhere in the world. However, the repair will be done only in India as per the process mentioned.
4. Plan Activation Process
   Instant activation: The customer does not need to activate the Plan. The customer’s smartphone device is automatically covered under the Plan from the Plan purchase date.
5. Service Request Process
   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 number detail of the registered device before raising the request; failing which, the customer will not be eligible to receive any benefits of 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.    
6. Service Fulfilment 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 Email 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 depending on the city where the customer resides.
7.  The Customer’s Responsibilities
   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 back up 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.
8. Cancellation And Refund
   Cancellation is not allowed under this plan..
9. Limitation Of Liability
   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. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE LIMIT OF SAMSUNG, ZOPPER AND ITS EMPLOYEES' AND AGENTS' LIABILITY TO THE CUSTOMER AND ANY SUBSEQUENT OWNER ARISING UNDER THE PLAN SHALL NOT EXCEED THE DEPRECIATED VALUE OF THE REGISTERED DEVICE. 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) THAT THE OPERATION OF THE PRODUCT WILL BE UNINTERRUPTED OR ERROR-FREE. NOTHING IN THIS AGREEMENT SHALL EXCLUDE OR LIMIT ZOPPER’S LIABILITY FOR (I) DEATH OR PERSONAL INJURY CAUSED BY ITS NEGLIGENCE OR (II) FRAUD. TO THE EXTENT THAT LIABILITY UNDER SUCH LAWS AND REGULATIONS MAY BE LIMITED, ZOPPER’S LIABILITY IS LIMITED, AT ITS SOLE OPTION, TO REPLACE OR REPAIR OF THE REGISTERED DEVICE OR SUPPLY OF THE SERVICE.
10. Transfer Of Plan
    
    1. The transfer of ownership of the Plan for the Registered Device from the Device to another party will render the Plan & its benefits null and void.
    2. If the Registered Device is replaced under the manufacturer’s warranty during the Plan Term, then the replacement Device will be termed as Registered Device, with the applicable Plan benefits for the remaining period of the Plan Term.
    3. It is the responsibility of the Customer to share the replaced Smartphone’s IMEI and the replacement invoice issued by the ASC.
11. 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. The device is covered for damages occurring anywhere in the world. However, the repair will be done only in India as per the process mentioned.
    5. This Plan is not offered to people 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 them.
    7. Zopper has security measures, which should protect the customer’s data against unauthorised access or disclosure as well as unlawful destruction. The customer will be responsible for the instructions he/she gives to Zopper regarding the processing of data, and Zopper will seek to comply with those instructions as reasonably necessary for the performance of the service and support obligations under the Plan. If the customer does not agree with the above or if the customer has questions regarding how the data may be impacted by being processed in this way, he/she can drop a mail at assure@zopper.com.
    8. 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 his/her behalf when it provides service. This may include transferring the customer’s 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.
    9. 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.
    10. Zopper is not obligated to renew this Plan. If either Zopper does offer a renewal, they will determine the price and terms.
    11. There is no informal dispute settlement process available under this Plan.
    12. In the event any section or portion of a section of these terms and conditions is 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.
    13. These terms and conditions shall be governed by and construed under the laws of India.
    14. These terms and conditions do not affect the customer’s statutory rights as a consumer.
12. Support Contact Details:
    
    1. Samsung Customer Service Number: 18002021234 (Mon-Sun, 09:00 am-09:00 pm)
    2. Samsung Customer Service Email ID: support.careplus@samsung.com