This Comprehensive Protection Plan (“Plan”) offered by Servify (Service Lee Technologies Pvt. Ltd.) governs the support process for accidental damages and for mechanical and electrical breakdown/defects to the extent provided by the manufacturer’s warranty for select brand new Windows Laptops sold by official channels in India.
This Plan is not valid for any device that is either refurbished or purchased by a customer post a return from the first customer, even in an unboxed condition.
Benefit(s) under the Plan begins when your device is activated will end on completion of three (03) years from the date of activation of the Plan (“Plan Term”)
3.1.This Plan can be purchased along with the device.
3.2.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 indemnification you provide about the working condition of the Registered Device before the purchase of the Plan and the Plan Confirmation are each part of yourPlan.
3.3.The benefits under the accidental damage protection Plan and extended warranty is additional to the benefits provided by the manufacturer under Manufacturer’sWarranty
4.1.“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”.
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 RegisteredDevice.
4.3.1.Maximum Benefits Value at any given point of time will be equivalent to the depreciated value of the Registered Device at the time of submitting the Damage Repair Request, less total sum of damage repair value from last Damage Repair Requests (if any) . Limit is one (1) repair instances of your Registered Device, subject to the maximum eligible Benefits Value at the time of submitting a request. There is a Processing Fee charged on approval of the Damage Repair Request as below.
4.3.2.For Extended Warranty, Maximum Benefits Value is equivalent to the original invoice value of the Registered Device. The Benefits Value at any given point of 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.Unlimited number of Repair Requests up-to the Benefits Value or one instance of replacement of your Registered Device can be availed under the Plan.
If the repair cost of the Registered Device is more than the Benefits Value of the Registered Device, then the repair request will be determined as Beyond Economic Repairs (BER). In the event of BER, customer opting for reimbursement, the applicable depreciated amount less the processing fee (as applicable) will be returned to the customer as settlement subject to beneficiary returning the original device along with its original accessories and original box to Servify. In case the accessories along with the original box are not received by Servify, there will be a deduction of Rs. 1000/- for Laptops from the final settlement amount.
Provided the Registered Device is handed over to Servify 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 thePlan.
4.5.1.1.Suffers accidental physical damage and/or such damage that impairs the normal usage of the RegisteredDevice
4.5.1.2.Fails to work because accidentally fluid has entered its internal circuitry, touch panel, sub-board, resulting into stoppage of the Registered Device
4.5.1.3.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 labor for the products manufactured in India or is legally imported in India and supported by an invoice & Manufacturer’sWarranty/Guarantee.
4.5.1.4.Any issue related to the software of the Registered Device is covered under the Extended Warranty coverage.
4.5.2.1.Any damages to the Registered Device prior to the Planactivation
4.5.2.2.Theft or loss of theRegistered Device
4.5.2.3.Any damage to the RegisteredDevice:
4.5.2.3.1.due to Intentional act or willful neglect
4.5.2.3.2.arising before or after PlanTerm
4.5.2.3.3.under mysterious circumstances including lost orstolen
4.5.2.3.4.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 the brand.
4.5.2.3.5.due to any experiments or tests and/or alterations resulting to any abnormal conditions of the RegisteredDevice
4.5.2.4.Replacement of consumable item or accessory like, plugs, batteries, light bulbs, light covers, software and add-on options incorporated in a Product for which the Service Contract was purchased.
4.5.2.5.Batteries, internal or external to the product
4.5.2.6.Damage resulting from power outage, power surges or dips, fluctuating voltage, inadequate or improper voltage or current. Reception or transmission problems resulting from external causes
4.5.2.7.Battery related issues to the registered device is not covered
4.5.2.8.Damage caused by:
4.5.2.8.1.a product/accessory that is not the RegisteredDevice
4.5.2.8.2.operating the Registered Device outside the permitted or intended uses described bymanufacturer
4.5.2.8.3.service (including upgrades and expansions) performed by anyone who is not an Authorized Service Centre (“ASC”) or any failure/damage caused outside the Indianterritory
4.5.2.8.4.Third-party products or their effects on or interactions with the Registered Device or thesoftware
Damages to the device due to terrorist attack, war, fire, lightning, earthquake, floods, or an act of God
4.5.2.9.Damaged Registered Device where the serial number cannot be identified.
4.5.2.10.Damage caused due to electricity surge or an electromagnetic pulse (EMP)
4.5.2.11.Cost of any missing parts or unidentifiable damage parts
4.5.2.12.Consequential loss of any kind or description including wear & tear, manufacturingdefects
4.5.2.13.Cosmetic damage to the Registered Device including but not limited to scratches, dents, and broken plastic onports.
Servify shall not be liable in respect of loss or damage to Registered Device relating to or caused due to the following:
5.1.Penalties for delay or detention or in connection with guarantees of performance or efficiency
5.2.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 benecessary.
5.3.Servify shall not be liableif:
5.3.1.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
5.3.2.Due to the inability of the Customer to submit either of the processing documents or supporting documents required for processing therequest within 07 (seven) days of information being requested by Servify.
5.3.3.The Customer is unable to submit the Registered device for repair at a Authorized Service Centre within 07 (seven) days from the scheduled date of the repair request or before the expiry of Plan whichever is earlier.
5.4.In any action, suit, or other proceeding where the Servify or underwriting Servify(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 theCustomer.
Instant activation: You do not need to activate the Plan. Your Device is automatically covered under the Plan for the Plan term as defined in clause 2
In the event of damage to the Registered Device, you (Customer) are required to:
7.1.Immediately (not later than 07 days from the time of the defect) inform Servify through the Consumer Web Portal, Call Centre, Authorized Service Centre detailing the defect, and any documentary evidence of the defect. Answer a few questions on the incident. The process is completely paperless, so, no documents will be required.
7.2. You need to share the serial number detail of the Registered Device before raising the request, failing which you will not be eligible to receive any benefits of the Enterprise Care Plan and no claims shall be entertained against Servify.
7.3.Please note, you will not handover the Registered Device for repairs at any Authorized Service Centre (ASC) until confirmed by Servify. It is expressly stated that Servify will not be held responsible for fulfilling any such requests where the Registered Device is handed over to a service centre by you before the approval from Servify; any liabilities arising out of such requests before the in-principal approval of the Damage Repair Service Request from Servify will be solely handled by you (Customer) at your (Customer’s) ownexpense.
8.1.Servify provides services through Pick/Drop Support (“PUDO”) Service for the Registered Device, for serviceable locations, for the rest you may visit the nearest Authorized Service Centre as indicated in the Consumer Portal once the approval is provided. You are required to wait until Servify confirms in writing via an e-mail or on a voice call on your registered number or provides an update on the App or on the Consumer Web Portal about the status of the next steps expected. Service will be performed at the Authorized Service Centre(s) after verification of the entitlement and validity of the Plan. Once you are notified & that the service is complete, you will promptly be notified via the Consumer Web Portal. The repaired Device will be delivered to the address of initial pickup after completion of repair if PUDO service isavailed.
8.2.Servify 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 livein.
To receive service or support under the Plan, you agree to comply with the following:
9.1.To keep the serial number of your Registered Device secure and provide the same at the time of raising any claim. If you fail to provide the serial number details as and when asked by Servify, your claim shall not be processed and under no circumstances shall Servify be liable for the claim rejection.
9.2.Provide a copy of your Registered Device’s original proof of purchase at the time of raising arequest.
9.3.Provide information about the reasons and causes of the damage to the Registered Device.
9.4.Provide identity proof if requested by Servify (at the time of raising a ‘Damage Repair Request’) to verify the User of the Registered Device, on which Plan isactivated.
9.5.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 thedamage.
9.6.Follow instructions Servify 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 thePlan
9.7.Make sure to backup software and data residing on the Registered Device. DURING THE FULFILLMENT OF DAMAGE REPAIR SERVICE, SERVIFY OR THE ASC MAY DELETE THE CONTENTS OF THE REGISTERED DEVICE AND REFORMAT THE STORAGE MEDIA IF NECESSARY. Servify, or Authorized Service Centre may return your Registered Device after the service event subject to applicable updates. Servify or the Authorized Service Centre 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 because of the Operating System update. You will be responsible for reinstalling all other software programs, data, andpasswords.
There is no cancellation or refund available under the Plan.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, SERVIFY 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 SERVIFY’S OBLIGATIONS UNDER THIS PLAN. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE LIMIT OF SERVIFY 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.SERVIFY 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 SERVIFY’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, SERVIFY’S LIABILITY IS LIMITED, AT ITS SOLE OPTION, TO REPLACE OR REPAIR OF THE REGISTERED DEVICE OR SUPPLY OF THE SERVICE
12.1.The transfer of Plan from one registered device to another device is not allowed
12.2.In case of change in ownership of Registered device all benefits under this plan will continue for the remaining plan term.
12.3.If the Registered Device is replaced under Manufacturer’s Warranty during the Plan Term, then the replaced device (“Replaced Device”) will be termed as Registered Device, with the applicable Plan benefits for the remaining period of the PlanTerm.
12.4.It is the responsibility of the Customer to share the 07 (seven) serial number and the replacement invoice issued by theASC.
13.1.Servify may subcontract or assign performance of its obligations to third parties but shall not be relieved of its obligations to you in doingso.
13.2.Servify is not responsible for any failures or delays in performing under the Plan that are due to events outside its reasonablecontrol.
13.3.You are not required to perform preventative maintenance on the Registered Device to receive service under thePlan.
13.4.The Registered Device is covered for damages occurring anywhere in the world. However, the repair will be done only in India as per the processmentioned.
13.5.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 bylaw.
13.6.In carrying out its obligations Servify may, at their discretion and solely for the purposes of monitoring the quality of their response, record part or all the calls between you andthem.
13.7.Servify 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 Servify regarding the processing of data, and Servify will seek to comply with those instructions as reasonably necessary forthe performance of the service and support obligations under the Plan.
13.8.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@servify.tech
13.9.You agree that any information or data disclosed to Servify under this Plan is not confidential or proprietary to you. Furthermore, you agree that Servify 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 Servify,detailsofwhichareavailableonitswebsiteunderhttps://servify.in/privacy/
13.10.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 your and Servify’s entire understanding with respect to thePlan.
13.11.Servify is not obligated to renew this Plan. If either Servify does offer a renewal, they will determine the price andterms at their discretion.
13.12.There is no informal dispute settlement process available under thisPlan.
13.13.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 andeffect.
13.14.These terms and conditions shall be governed by and construed under the laws of India.
13.15.These terms and conditions do not affect your statutory rights as aconsumer.
13.16.Servify reserves the right, at its discretion, to change or modify, the terms of this Plan.
14.1.Servify Support Email ID:support@servify.tech
14.2.Servify Toll-Free Number:1800 123 333 888 (Toll Free), All days, 9am to 9pm
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