Accidental Damage and Liquid Damage (ADLD) Plan - 1 Year

Applicable for Smartphones, Tablets, Laptops and Smartwatches*

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1. The Plan: 

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This Accidental and Liquid Damage Protection Plan (“Plan”) offered by Solvy Tech Solutions Pvt. Ltd. (“hereinafter referred to as “Zopper”) governs the support process for damages, as mentioned herein to select brand new smartphones (“Device/s”) sold by authorised sales channels of Samsung India Electronics Pvt. Ltd. (“hereinafter referred to as “Samsung”) in India in their original packaging.

2. Plan Term:

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

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Benefit(s) under the Plan begins when your Device is activated as per the below scenarios and will end on completion of one (01) year from the date of activation of the Plan (“Plan Term”).

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    1. When Device and Samsung Care Services Protect Max 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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3. Plan Eligibility

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1. This Plan can only be purchased along with the Device from Samsung’s official channels and within 7 (seven) days of the original Device purchase date on other channels.
2. The terms of this Plan, the original sales receipt for your Plan, the original sales receipt of your Device, the proof of your identity provided at the time of raising a Damage Repair Service Request, the information you provide about the working condition of the Registered Device before the purchase of the Plan and the Plan Confirmation are each part of your Plan.
3. The benefits under the Samsung Care Services Max Accidental and liquid damage protection Plan are additional to the benefits provided by the manufacturer under 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, Customer shall mean any representative/employee of the company authorized to use the Registered Device.

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3. Benefits Value: Unlimited claims are allowed, however, each claim raised subject to the maximum of up to invoice value during the term of the Plan.
   
   There is a Processing Fee charged from Customer by Zopper during a repair event under Accidental and Liquid Damage Protection Plan as mentioned below:

Please note that Device list mentioned here is not exhaustive. In case your Device does not figure in the list here, please go through the claim process to know the processing fee applicable for your Device.

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1. Scope of Service under the Plan

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Provided the Registered Device is handed over to Zopper or its authorized channels in its entirety during the Damage Repair Request Process & that you have submitted the documents as desired under the Plan, the following conditions would be considered under the Plan.

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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 accidentally fluid has entered its internal circuitry, touch panel, sub-board or battery, resulting into stoppage of the Registered Device
2. Exclusions
   
   1. If the Plan has been purchased beyond the eligible purchase window as defined in Clause 3.1.
   2. If any damages are found in the images captured during plan purchase, the same will be validated during the claim request and will lead to rejection.
   3. Any damages to the Registered Device prior to the Plan activation
   4. Any damages reported within 07 (seven) days of activation of the Plan
   5. Theft or loss of the Smartphones, Tablets, Laptops and Smartwatches
   6. Any damage to the Registered Device:
      
      1. Due to Intentional act or willful neglect
      2. Under mysterious circumstances including lost or stolen
      3. 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
         
      4. Due to any experiments or tests and/or alterations resulting to 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 manufacturer
      3. Service (including upgrades and expansions) performed by anyone who is not an Authorized Service Centre (“ASC”)
      4. Third-party products or their effects on or interactions with the Registered Device or the software
   8. Damages to the device due to terrorist attack, war, fire, lightning, earthquake, floods or an act of God
   9. Damaged 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.
   10. Damage caused due to electricity surge or an electromagnetic pulse (EMP)
   11. Any unauthorized access, modification, or alteration to the covered device.
   12. Cost of any missing parts or unidentifiable damaged parts
   13. Consequential loss of any kind or description including wear & tear, manufacturing defects
   14. Cosmetic damage to the Registered Device including but not limited to scratches, dents and broken plastic on ports
   15. Loss or damage covered by supplier, dealer or Manufacturer’s Warranty
   16. Accessories or consumable item used in or with the Registered Device unless covered under a separable warranty policy

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5. 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. Loss or damage due to mechanical or electrical break down or derangement, unless such loss is accidental damage, and which is not covered within the Manufacturer’s Warranty
2. Penalties for delay or detention or in connection with guarantees of performance or efficiency
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 information being requested by Zopper.
   3. The Customer is unable to submit the Registered device for repair at a Samsung Authorized Service Centre within 7 days from the scheduled date of the repair request or before the expiry of plan whichever is earlier

    5.3.4 The Customer is unable to pay the deductible within 7 days from payment requested date or expiry of the plan whichever is earlier.

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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

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6. Worldwide Cover

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1. Territorial Scope: Global

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However, Samsung may limit provision of the SCS Protect Max 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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‍7. Plan Activation Process

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Instant activation: You do not need to activate the Plan. Your Device is automatically covered under the Plan from the Plan purchase date.

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8. Service Request Process

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In the event of damage to the Registered Device, you (Customer) are required to:

1. Immediately (not later than 07 days from the time of the defect) inform Zopper through the Samsung Consumer Web Portal or Samsung Call Centre or Samsung Authorized Service Centre detailing the defect, and any documentary evidence of the defect.
2. The Customer needs to share the IMEI/Serial no. detail of the Registered Device before raising the request, failing which you will not be eligible to receive any benefits of the Samsung Care Services and no claims shall be entertained against Samsung or Zopper.
3. Answer a few questions on the incident. The process is completely paperless, so, no documents will be required.
4. The customer shall not handover the Registered Device for repairs at any service centre, including at any Samsung Authorized Service Centre (ASC) until confirmed by Zopper. 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 you (Customer) before the approval from Zopper; any liabilities arising out of such requests before the in-principle approval of the Damage Repair Service Request from Zopper will be solely handled by you customer at his/her expense

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9. Service Fulfilment Process

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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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10. Customer’s Responsibilities

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

1. To keep the IMEI/Serial no. details of your Registered Device secure and provide the same at the time of raising any claim. If you fail to provide the IMEI/Serial no. details as and when asked by Zopper, your claim shall not be processed and under no circumstances shall Zopper or Samsung be liable for the claim rejection.
2. Provide a copy of your Registered Device’s original proof of purchase at the time of raising a request.
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 Device, on which 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 gives you, including but not limited to refraining from sending 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 software and data residing on the Registered Device. DURING THE FULFILLMENT OF DAMAGE REPAIR SERVICE, ZOPPER OR THE ASC MAY DELETE THE CONTENTS OF THE REGISTERED DEVICE AND REFORMAT THE STORAGE MEDIA IF NECESSARY. Zopper, or

ASC may return your Registered Device after the service event subject to applicable

updates. Zopper or the ASC may install latest software updates as part of 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. You will be responsible for reinstalling all other software programs, data and passwords.

8. Fill & submit the necessary details and the declaration as required for submitting a valid Damage Repair Request

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11. Cancellation and Refund

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No Cancellation is allowed.

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12. 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 YOU 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 AGENT’S LIABILITY TO YOU AND ANY SUBSEQUENT OWNER ARISING UNDER THE PLAN SHALL NOT EXCEED THE DEPRECIATED VALUE OF THE REGISTERED DEVICE. SAMSUNG AND 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

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13. Transfer Of Plan

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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 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 Device IMEI/Serial no. and the replacement invoice issued by the ASC.

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14. General Terms

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1. Zopper may subcontract or assign performance of its obligations to third parties but shall not be relieved of its obligations to you 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. You are 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 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 their discretion and solely for the purposes of monitoring the quality of their response, record part or all of the calls between you and them
7. Zopper have security measures, which should protect your data against unauthorized access or disclosure as well as unlawful destruction. You will be responsible for the instructions you give 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 you do not agree with the above or if you have questions regarding how your data may be impacted by being processed in this way, contact or Service at the support mediums provided such as support@zopper.tech

8. You agree that any information or data disclosed to Zopper under this Plan is not confidential or proprietary to you. Furthermore, you agree that Zopper may collect and process data on your behalf when it provides service. This may include transferring your data to affiliated companies or service providers in accordance with the Customer Privacy Policy of Zopper, details of which are available on its website under https://zopper.in/privacy/
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 your 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 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
13. These terms and conditions shall be governed by and construed under the laws of India
14. These terms and conditions do not affect your statutory rights as a consumer
15. Zopper reserves the right, at its discretion, to change or modify, the terms of this Plan

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15. 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