Extended Warranty Plan (EW)

Applicable for Smartphones, Tablets, Laptops and Smartwatches*

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1. The Plan:

This Extended Warranty Plan offered by Solvy Tech Solutions Private Limited (hereinafter referred to as “Zopper”) for applicable Samsung Devices and governs the support process for mechanical and electrical breakdown/defects to the extent provided herein. The Plan extends the manufacturer’s warranty for select brand new smartphones, tablets, laptops and smartwatches (“Device/s”) sold by Samsung via its official channels.

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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 unboxed condition

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2. Plan Term:

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Benefit(s) under the Plan begins from the next day after the expiry of the Manufacturer’s warranty (“Plan Start Date”) on the Device and ends on completion of one (01) year from the Plan Start date (“Plan Term”).

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3. Plan Eligibility:

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This Plan can be purchased within 180 (one hundred eighty) days of the original device purchase date, and subject to the Device being in its perfect working condition
The terms of this Plan, the original sales receipt for your Plan, the proof of your identity, the indemnification you provide about the working condition of the Device before the purchase of the Plan and the Plan Confirmation are each part of your Plan
Benefits under the extended warranty plan is an extension of the benefits provided by the Manufacturer’s Warranty
An unlimited number of Repair Requests (as defined in Point 4.3) at the time of Repair Requests is allowed during the term of the Plan. All subsequent Repair Requests shall be considered for paid repair only.

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4. Plan Details

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“Registered” Device: The device that has been 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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Customer: The purchaser of the Registered Device whose name is mentioned on the original invoice is the Customer. The purchaser’s spouse, children, parents and siblings or the recipient of the Registered Device as a gift can also be the user subject to the fulfillment of the conditions mentioned in the terms and conditions here. If the purchaser is a company, Customer shall mean any representative/employee of the company authorised to use the Registered Device.
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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. Unlimited number of Repair Requests can be availed under the Plan.
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Scope of Service under the Plan: Provided the Registered Device is handed over to Samsung’s Authorised Service Centre or Zopper or its authorized channels in its entirety during the Repair Request Process & that the Customer has submitted the documents as desired under the Plan and have purchased the Registered Device from official sales channels of Samsung in India, the following conditions would be considered under the Plan:

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1. Inclusions

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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 is legally imported in India & sold through official sales channels of Samsung and supported by an invoice & Manufacturer’s Warranty/Guarantee.

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2. Exclusions

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If the Plan has been purchased beyond the eligible purchase window as defined in Clause 3.1 above
Plan purchased and activated on a defective Device
Costs implicitly or explicitly covered by any manufacturer’s, supplier’s or repairer’s guarantee or warranty
Theft or loss of the Smartphones, Tablets, Laptops and Smartwatches.
Non-operating and cosmetic defect to the Registered Device such as defect to paintwork, product finish, dents or scratches
Any accidental or liquid or physical damages to the Registered Device
Accessories or consumable item used in or with the Registered Device unless covered under a separable warranty policy
Normal wear and tear of items not integral to the functioning of the Registered Device
Benefits under the Plan will not under any circumstances, extend to any loss or injury to a person or loss or defect to property or any incidental, contingent, special or any direct or indirect loss and consequential defects including but not limiting to losses incurred due to any delay in rendering service related to this Plan and loss of use during the period that the Registered Device is at an Authorized Service Centre and/or while awaiting parts
Defect caused by unauthorized repair, theft, burglary and accident including storm and or hurricane, abuse, misuse, sand, dust, water, negligence, malicious defect, impact, corrosion, battery leakage, animal or insect infestation or intrusion
Defect resulting from power outage, power surges or dips, fluctuating voltage, inadequate or improper voltage or current
Problems or defects not covered under the original Manufacturers’ Warranty/Guarantee
Damages to the device due to terrorist attack, war, fire, lightning, earthquake, floods or an act of God
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.
Damage caused due to electricity surge or an electromagnetic pulse (EMP)
Any unauthorized access, modification, or alteration to the covered device
Any defect to the batteries
Cost of any missing parts or unidentifiable damaged parts
Batteries, internal or external to the Registered Device
Recalls or modifications to the Registered Device
Failure to follow the manufacturer’s instructions or the instructions from Zopper during the term of the Plan
Use of batteries, charger and/or accessories not approved by the manufacturer, incorrect electrical leads or connection
The cost of repairing, restoring or reconfiguring software
Any consequential or incidental defects arising from the use or loss of use of the Registered Device
If the Registered Device is sold by original buyer to other party
The Registered Device is not used in accordance with the manufacturer’s guidelines for usage of the Registered Device including but not limited to regular maintenance & upkeep of the Registered Device

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5. Special Exclusions

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Zopper and Samsung shall not be liable in respect of loss or defect to Registered Device relating to or caused due to the following:

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Loss or defect due to any experiments or tests and/or alterations resulting to any abnormal conditions of the Registered Device
Loss or defect due to mechanical or electrical break down or derangement, unless such loss is not accidental defect, and which is covered within the Manufacturer’s Warranty during the Plan Term of the Manufacturer’s Warranty
Penalties for delay or detention or in connection with guarantees of performance or efficiency
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
Loss due to deterioration or wearing away or wearing out of any part of the Registered Device that is caused due to or naturally resulting from its normal use or exposure
Zopper and Samsung shall not be liable if:
1. The Customer or 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 the plan is purchased for the registered Device after [180 calendar days] from the date of purchase of the Registered Device
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
4. The Customer is unable to pay the deductible within 7 days from payment requested date or expiry of the plan whichever is earlier.
The Plan shall also not cover a loss:

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

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6. Worldwide Cover

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6.1. Territorial Scope: Global

However, Samsung may limit provision of the Samsung Care Service ProtectMax EW Plan service to the country where the covered device was originally purchased.

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This Samsung Care Services Protect Max EW Plan 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 defect to the Registered Device, you (Customer) are required to:

Immediately (not later than 7 Days from the time of the defect) inform Zopper through the Samsung Consumer Web Portal, Samsung Call centre or Samsung Authorized service centre, detailing the defect, and any documentary evidence of the defect.

Submit all repair request related information/documents as mentioned in the Samsung Consumer Web Portal within 07 (seven) calendar days of raising the request or within the timelines as mentioned in the app or communicated to You by Zopper

You need 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.
Please note, you (Customer) will not handover the Registered Device for repairs at any service centre, including at any Samsung Authorised Service Center until confirmed by Zopper. It is expressly stated that Zopper or Samsung will not be held responsible for fulfilling any such requests where the Registered Device is handed over to a service center by you (Customer) before the approval from Zopper; any liabilities arising out of such actions before the in-principal approval of the request from Zopper will be solely handled by you at your own expense

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9. Service Fulfilment Process

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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.
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.
Zopper reserves the right to change the method by which they may provide repair service to you, and your 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 you live 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:

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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.
Provide a copy of your Registered Device’s original proof of purchase, if requested
Provide information about the reasons and causes of the defect to the Registered Device
Provide identity proof if requested to verify Customer or User of the Device on which Plan is activated
Respond to requests for information, including but not limited to the serial number of the Registered Device, 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 defect and steps taken to avoid the defect
Follow instructions Zopper or Authorised Service Providers (ASPs) or Samsung gives you, including but not limited to refraining from sending Registered Device that is not subject to service as per the Plan and packing the Registered Device in accordance with shipping instructions
Make sure to backup software and data residing on the Registered Device. DURING THE FULFILLMENT OF SERVICE ZOPPER OR THE ASP MAY DELETE THE CONTENTS OF THE COVERED DEVICE AND REFORMAT

THE STORAGE MEDIA IF NECESSARY. Zopper, or ASPs may return your Registered Device after the service event or provide a replacement unit as the Registered Device was originally configured, subject to applicable updates. Zopper or the ASPs may install latest software updates as part of hardware service that may 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 because of the Operating System update. You will be responsible for reinstalling all other software programs, data and passwords

Fill and submit the requested forms and the declaration as required for submitting a valid repair request.

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11. Cancellation And Refund

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No cancellation is allowed.

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12. Transfer Of Plan

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The transfer of ownership of the Plan for the Registered Device from the Customer to another party will render the Plan & its benefits null and void.

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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.

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13. 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 DEFECTS OR 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 CURRENT MARKET 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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14. General Terms

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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
Zopper is not responsible for any failures or delays in performing under the Plan that are due to events outside its reasonable control
You are not required to perform preventative maintenance on the Registered Device to receive service under the Plan
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
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

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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
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/

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
Zopper is not obligated to renew this Plan. If either Zopper does offer a renewal, they will determine the price and terms
There is no informal dispute settlement process available under this Plan
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
These terms and conditions shall be governed by and construed under the laws of India
These terms and conditions do not affect your statutory rights as a consumer
Zopper reserves the right, at its discretion, to change or modify, the terms of this Plan

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Support Contact Details: 15.1. Samsung Customer Service Number: 18002021234 (Mon-Sun, 09:00am-09:00pm)

Samsung Customer Service Email ID: support.careplus@samsung.com