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Bharti Assist Screen Protect – Complimentary Screen Damage Protection Plan

Terms and Conditions

Accidental Screen Damage Protection Plan

  1. Screen Damage Protection Plan (“Plan”)
    This accidental screen damage protection governs the support process for screen (also referred to as display, touch screen, touch panel) damages to Device sold by its manufacturer’s official sales channels/retailers in India and in its original packaging. This Plan is not valid for any products that are purchased by a customer post a return from the first customer and even in an unboxed condition.

  2. Plan Term
    Benefits under the Plan begins when you (“Customer”, who is the User of the Device) purchase the Device and ends on completion of Three/ Six/ Twelve months from date of purchase of the Device (“Plan Term”)
  3. Plan Eligibility
    1. The Plan is pre-activated for the Device. The user does not have to register/activate the Plan.
    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 Screen Damage Repair Request, 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 the Plan
    3. The benefit of accidental screen damage protection provided by the Plan is additional to the benefits provided by the manufacturer’s warranty
    4. One (1) screen damage repair instance per Device (as described in point 4.2) is allowed during the term of the Plan. All subsequent Damage Repair Request if any, shall be considered for paid repair only

  4. Plan Details
    1. Customer
      The purchaser of the Device whose name is mentioned on the purchase Invoice is the Customer. The purchaser’s immediate relatives or the recipient of the Device as a gift, can be the users of the Device. If the purchaser is a company, Customer shall mean any representative/employee of the company authorized to use the Device
    2. Benefits Value
      Maximum Benefits Value is equivalent to the one-time cost incurred for screen replacement, during the Plan Term. Only one Screen Damage Repair Request per Device is allowed during the Plan Term. Any other repairs during the Plan Term or all subsequent repair requests shall be considered as paid repairs only, and the Customer is liable to make payments for such repair requests if undertaken through Bharti Assist Global. There is a Processing Fee charged on approval of the Damage Repair Request as below.

      Device Invoice Price (Range) Processing Fee
      Up to Rs 10,000 Rs 350
      Between Rs 10,001 to Rs 20,000 Rs 500
      Between Rs 20,001 to Rs 40,000 Rs 750
      > Rs 40,000 Rs 1,000
    3. Scope of Service under the Plan

      Provided the Device is handed over to Bharti Assist Global or its authorized channels in its entirety during the Damage Repair Request Process & that beneficiary have submitted the documents as desired under the Plan and have purchased the Device from official sales channels of original manufacturers in India, the following conditions would be considered under the Plan.

      1. Inclusions
        If the Screen of the Device:

        1. Suffers accidental physical screen damage like broken, cracked or shattered screen
        2. Suffers damage due to Acts of God perils, fire, lightening and explosion
      2. Exclusions
        The Plan will not cover:

        1. If the Plan has been activated post 1 day from the purchase of the Device
        2. Any damages occurred to the Device prior to the activation of the Plan
        3. Any Damage reported within the first 1 calendar days of activation of the Plan
        4. Any loss or damage to the Device:
          1. due to fluid accidentally entered the internal circuitry, resulting into stoppage of the Device & resulting into the screen damage
          2. due to Intentional act or wilful neglect
          3. arising before or after Plan Term
          4. under mysterious circumstances including lost or stolen
          5. due to hire or loan of the Device to a third party or if ownership is transferred
          6. due to unlawful act including Terrorist activity, War, Nuclear Explosion, Radioactive Contamination, Chemical, Biochemical, Biological, Electromagnetic, Cyber Attack
          7. caused by incorrect storage, poor care and maintenance, careless use, gross negligence, incorrect installation and incorrect set-up
          8. 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 Manufacturer
          9. due to any experiments or tests and/or alterations resulting to any abnormal conditions of the Device

        5. Damage caused by:
          1. a product/accessory that is not the Device
          2. operating the 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”) of Manufacturer, or any failure/damage caused outside the Indian territory
          4. Third-party products or their effects on or interactions with the Device or the software
          5. Recalls or modifications to the Device
          6. Consequential loss of any kind or description including wear & tear, or otherwise due to normal aging of the product or manufacturer defect
          7. Cosmetic damage to the Device including but not limited to scratches, dents and broken plastic on ports
          8. Loss or damage covered by supplier, dealer or manufacturer’s limited warranty
          9. Any loss affecting to SIM card and any ancillary products even if Device results into complete stoppage of working
          10. Issues that could be resolved by upgrading software to the then current version
          11. Your use of a computer or operating system that is unrelated to consumer software or connectivity issues with the Device
          12. Damage to, or loss of any software or data residing or recorded on the Device
          13. Recovery and reinstallation of software programs and user data are not covered under this Plan
          14. Any loss or damage to accessories and panels even if forming part of the standard pack or to any complimentary or ancillary product/s made available under any promotional scheme
          15. Replacement of consumable item or accessory like, plugs, batteries, light bulbs, light covers, software and add-on options incorporated in a Device for which the Plan was activated
        6. Damaged device where the IMEI cannot be identified. Please note that the IMEI mentioned on the SIM tray will not be considered as an identification of the device IMEI.
  5. Special Exclusions
    Bharti Assist Global shall not be liable in respect of loss or damage to Device relating to or caused due to the following:

    1. Loss or damage due to any experiments or tests and/or alterations resulting to any abnormal conditions of the Device
    2. 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
    3. Penalties for delay or detention or in connection with guarantees of performance or efficiency
    4. Damage due to the 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
    5. Bharti Assist Global shall not be liable for a damage repair request 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 Device and/or
      2. Due to the inability of the Customer to submit either of the Damage Repair Request processing documents or supporting documents required for processing the request
    6. The Plan shall also not cover a loss:
      1. If the said Screen Damage Repair Request has already been availed once
      2. The Customer is found to be involved in any way in fraudulent or illegal activity of any kind whatsoever related to this Plan or the Device
      3. In any action, suit or other proceeding where the Risk Underwriter or Bharti Assist Global alleges that by reason of the provisions of the exceptions or exclusions above, any loss, destruction, damage or liability is not covered by this Plan, the burden of proving that such loss, destruction, damage or liability is covered shall be upon the Beneficiary

  6. Service Request Process
    In the event of damage to the Device, you (Customer) are required to do the following things:

    1. An Immediate intimation (not later than 72 hours from the date and time of damage) about the damage should be given to Bharti Assist Global via its support channels comprising of Bharti Assist Care App, Consumer Web Portal or via Call or Email to Bharti Assist Customer Support
    2. The event needs to be notified to Bharti Assist Global with cause or reason of damage & obtain service estimate towards damage
    3. Do not get the damaged Device repaired unless intimated by Bharti Assist Global & further authorized by Bharti Assist Global
    4. Documents required during the Damage Repair Request: (1) Electronic form duly filled in with all the details of the damage, (2) ID proof, if requested, (3) Purchase invoice of the Device, if requested (4) Provide any additional document if required by Bharti Assist Global or the risk underwriter to determine the admissibility of the Damage Repair Request.
  7. Service Fulfilment Process

    1. Bharti Asssit provides services through Pick/Drop Support (“PUDO”) Service for the Device, for serviceable locations. You are required to wait until Bharti Assist Global confirms in writing via an email or on a voice call on your registered number or provides an update on the App/ Consumer Web Portal about the status of the Screen Damage Repair Request and the next steps expected. Once you are notified & that the service is complete, you will promptly be notified via the Bharti Assist Care App or on the Consumer Web Portal. The repaired Device will be delivered to the address of initial pickup within the next working day of completion of repair.
    2. Bharti Assist Care Global reserves the right to change the method by which they may provide repair service to you and your 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
    3. Issue, if any, found post receiving the repaired handset, should be reported within 48 hrs. of the delivery to Bharti Assist Global

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

    1. Provide a copy of your Device’s original proof of purchase at the time of raising a Screen Damage Repair Request (if requested)
    2. Provide information about the reasons and causes of the damage to the Device.
    3. Provide identity proof if requested to verify the User or Customer of the Device on which Plan is activated
    4. Provide identity proof if requested to verify Customer of the Plan at the time of raising a Damage Repair Request
    5. Respond to requests for information, including but not limited to the Device serial number, model, version of the operating system and software installed, any peripherals devices connected or installed on the Device, any error messages displayed, actions taken before the Device experienced the damage and steps taken to avoid the damage
    6. Follow instructions Bharti Assist Global gives you, including but not limited to refraining from sending Device that is not subject to damage protection as per the Plan and packing the Device in accordance with shipping instructions
    7. Make sure to take backup and data residing in the Device. DURING THE FULFILLMENT OF SCREEN DAMAGE PROTECTION SERVICE, BHARTI ASSIST GLOBAL OR THE ASP (AUTHORISED SERVICE PROVIDER) MAY DELETE THE CONTENTS OF THE DEVICE AND REFORMAT THE STORAGE MEDIA IF NECESSARY. Bharti Assist Global and/or ASPs will return the Device after the service event or provide a replacement unit s the Device was originally configured, subject to applicable updates. Bharti Assist Global or the ASPs may install the latest software updates as part of hardware service that will prevent the Device from reverting to an earlier version of the operating system as per. Third party applications installed on the Device may not be compatible or work with the 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 Electronic Forms answering by answering few questions on the Damage Incident for raising a valid Screen Damage Repair Request on the App / Consumer Web Portal
    9. Providing any additional documents as may be required by Bharti Assist Global and/or the Insurer (Risk Underwriter) in order to determine the admissibility of the Screen Damage Repair Request
  9. Transfer of Plan 

    1. The transfer of ownership of the Plan for the Device from the Customer to another party will render the Plan & its benefits null and void
    2. If the Device is replaced under Manufacturer’s Warranty during the Plan Term, then the replacement Device will be termed as Device, with the applicable Plan benefits for the remaining period of the Plan Term.
  10. Limitation of Liability
    TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, BHARTI ASSIST GLOBAL ITS AFFILIATES 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 BHARTI ASSIST GLOBAL’S OBLIGATIONS UNDER THIS PLAN. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE LIMIT OF BHARTI ASSIST GLOBAL AND ITS AFFILIATES AND ITS EMPLOYEES AND AGENT’S LIABILITY TO YOU AND ANY SUBSEQUENT OWNER ARISING UNDER THE PLAN SHALL NOT EXCEED ONE TIME COST INCURRED FOR SCREEN REPLACEMENT OF THE DEVICE . BHARTI ASSIST GLOBAL SPECIFICALLY DOES NOT WARRANT THAT (i) IT WILL BE ABLE TO REPAIR OR REPLACE DAMAGED SCREEN OF THE 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 BHARTI ASSIST GLOBAL’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, BHARTI ASSIST GLOBAL’S LIABILITY IS LIMITED, AT ITS SOLE OPTION, TO REPLACE OR REPAIR OF THE DEVICE OR SUPPLY OF THE SERVICE

  11. General Terms

    1. Bharti Assist Global 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. Bharti Assist Global and its affiliate and its agents is not responsible for any failures or delays in performing under the Plan that are due to events outside its reasonable control
    3. You may be required to perform preventative maintenance on the Device to receive service under the Plan, and update the Bharti Assist Care App/ Consumer Web Portal from time to time whenever there is a new version available on the Google Play Store
    4. This Plan is offered and valid only if you are making a Damage Repair Request in India
    5. This Plan is not offered to persons who have not reached at least the age of 18. This Plan may not be available in all states, and is not available where prohibited by law
    6. In carrying out its obligations Bharti Assist Global 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. Bharti Assist Global has 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 Bharti Assist Global regarding the processing of data, and Bharti Assist Global 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 Bharti Assist Global at the support mediums provided such as mobilesecure@bhartiassistance.co.in  or the call centre number of Bharti Assist Global
    8. The terms of the Plan, including the original sales receipt of the Device and the Plan Confirmation, prevail over any conflicting, additional, or other terms of any purchase order or other document, and constitute your and Bharti Assist Global’s entire understanding with respect to the Plan
    9. Bharti Assist Global is not obligated to renew this Plan. If either Bharti Assist Global does offer a renewal, they will determine the price and terms
    10. There is no informal dispute settlement process available under this Plan
    11. 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 & or revised from these terms and conditions, and the remaining terms and conditions shall continue in full force and effect. Bharti Assist Global does not own the responsibility of the communication for the changes made any. Revisions in the terms and conditions, if any will be updated on our website
    12. These terms and conditions shall be governed by and construed under the laws of India
    13. These terms and conditions do not affect your statutory rights as a consumer
    14. Customers consents to Bharti Assist Global sending periodic transactional SMS regarding the Plan bought by the customers as per the governing TRAI regulations

    15. Servify reserves the right, at its discretion, to change or modify, the terms of this Plan
  12. Support Contact Details:
    1. Bharti Assist Global Customer Support Number: 18001033882
    2. Bharti Assist Global Customer Support Email ID: mobilesecure@bhartiassistance.co.in
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