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    Complete Protection Lite Terms and conditions

    The following are the terms and conditions for the Complete Protection Lite Protection Plan (hereinafter referred to as “Plan” / “Complete Protection Lite”) operated by Jeeves Consumer Services Private Limited, hereinafter referred to as "Jeeves", incorporated under the Companies Act, 1956 and having its Corporate office at Buildings Alyssa, Begonia & Clove Embassy Tech Village, Outer Ring Road, Devarabeesanahalli Village, Bengaluru, 560103, Karnataka, India. The Plan comprises of the following offerings:

    What issues are covered under this Plan?

    1. Any manufacturing defects (Defects within the warranty period are not included)
    2. Accidental Damage (Resulting in Functionality Issue)
    3. Liquid Damage (Resulting in Functionality Issue)
    4. Damage due to voltage fluctuation

    Plan Period – 3 years from the date of delivery of the Covered Product on which the plan was purchased

    Eligibility Criteria – Customer to be 18 years of age at the time of purchase

    Qualified Products Refrigerator and Washing machine of select brands purchased from Jeeves platform along with the Plan(“Covered Product”).

    • You can raise two types of requests with us under the Complete Protection Lite Protection Plan: For repair due to any defect/damage in your product or for any product/ service related queries or complaints, the customer can reach out by clicking the link https://jeeves.co.in/support or through our chatbot by clicking the link https://fkrt.it/chFmRrNN

    Functional Issue

    Damage

    0 days - upto return period

    Replacement as per return policy

    Repair

    Refund if unable to repair

    Beyond return period - 3 year

    -Repair

    -Refund if unable to repair (as per Rest Sum Assured (RSA)

    -Repair

    -Refund if unable to repair (as per Rest Sum Assured (RSA)

    Following costs are covered under this Plan:

    1. Cost of at-home service
    2. Cost of transportation (if required)
    3. Feasibility of Repair (or not), will be taken within 30 working days of repair ticket creation (not Claim registration). Any customer dependency (e.g. Appointment) should be excluded from the overall Turnaround time (TAT)computation.
    4. Promise TAT to Customer where spare parts are required is 30 days, there is no provision of Token of Apology (TOA) for breach. TAT could be breaches in events of Refund owing to Logistics dependencies on receipt of damaged Covered Product at Jeeves facility.
    5. If repair is not possible, refund will be processed (capped as per RSA clause) through the

    NEFT option. Final discretion on refund/repair will lie with Jeeves

    1. Refunds should only be initiated post receipt of original Covered Product from customer end. Ownership of the original Covered Product has to be transferred by the Customer to Jeeves. The transfer of ownership can be done through the execution of transfer agreement at the time of pickup of the Covered Product.
    2. Post ownership transfer, Jeeves will take up the responsibility of alternate value recovery 8. Once the refund is done Complete Protection Lite Protection (Complete Protection Lite) ceases to exist
    3. A customer can claim repair any number of times in case of a manufacturing defect or functional issue and only once in case of Accidental and Liquid damage (ADLD)over a span of 3 years but the total amount spent on repair and refund will not be higher than value mentioned below:

    Years

    Maximum claim amount due to Manufacturing Defect

    Maximum Accidental/ Surge/Liquid Damage Claim amount

    1

    Not applicable

    40%

    2

    80%

    30%

    3

    70%

    20%
    • all values as a % of the Product Purchase Price

    To know more details about the policy, visit the detailed Terms and Conditions document below.

    1. Warranty and accidental and liquid damage (ADLD)
    2. Exchange Guarantee

    Terms and Conditions of both offerings are mentioned separately below. Warranty and accidental and liquid damage (ADLD) TERMS AND CONDITIONS

    The terms and conditions for Warranty offering in Complete Protection Lite Protection -shall be fully binding on the customer for the product/appliance/equipment covered (herein referred to as "Covered Product").

    1. Products Covered

    The Complete Protection Lite Protection Plan is available for Refrigerator and Washing Machine. The above list is subjected to change without prior notice.

    1. Defined Terms

    The following terms, when capitalized, if not defined elsewhere in these T&Cs shall have the meanings assigned to each such term below:

      1. Purchase Price: is purchase price of the covered product after discounts including taxes.
      2. Complete Protection Lite Coverage Start Date: is date of delivery of the Covered Product
      3. Complete Protection Lite Coverage Term: is 36 months from the Complete Protection Lite Coverage Start Date subject to these T&Cs.
      4. Sum Assured /Coverage Amount: This is the total amount allocated per policy that can be spent on repair/replacement/refund when the customer is filing a claim. Following table explains the Sum Assured for different types of issues in Covered Product:
      5. Turn Around Time(TAT): This is the time interval between the registration of a claim and resolution of such claim.
      6. Accidental and Liquid Damage: This includes any damage resulting from an accident(including liquid spillage) or voltage fluctuations, but not due to negligence or improper handling of the Covered Product.

    Years

    Max claim amount/Manufacturing Defect

    Max Accidental/Surge/Liquid Damage Claim amount

    1

    Not applicable

    40%

    2

    80%

    30%

    3

    70%

    20%
    • all values as a % of the Covered Product Purchase Price
    1. Remaining Sum Assured: at any point of time within Complete Protection Lite Coverage Term, is the Sum Assured minus the sum of previous claim amounts.
    2. SLA: SLA (service level agreement) is defined as the total time elapsed between first on-site visit for repair to when the Covered Product in back in working condition with customer after repair

    Note: The SLA is valid only after all required documents have been provided by the customer. 1.

    Part Payment: is calculated as repair estimate minus Remaining Sum Assured. 2. Invoice: The original invoice that has been issued to you by the retailer for purchase of the Covered Product

    1. Business Days: excludes national & regional holidays apart from weekends
    2. What is covered?
    3. Cost of labour
    4. Cost of parts
    5. Accidental Damage
    6. Surge Damage
    7. Cost of at-home service
    8. Cost of transportation (if required)

    9. What is not covered?

      1. Batteries (unless caused by an accidental or liquid damage to the product), charger, Power Chord, parts not impacting the primary functionality of the product(like ice tray, egg tray or vegetable tray in refrigerators, detergent tray in washing machines etc), aesthetic issues or periodic deterioration is not covered under the policy
      2. In case of Accidental damage, a processing fee of Rs 500 Excess will be charged. The total liability of the Plan would be upto sum assured. However the Customer can request for repair by paying the remaining repair cost
      3. At the time of rendering repair service, Normal routine maintenance, cleaning, lubrication
      4. Normal wear and tear items, not integral or necessary to the functioning of the products or routine service, or if there is wear and tear on the parts
    10. Repair of the Covered Product due to misuse, abuse, neglect or improper maintenance 6. Damage caused by unauthorized repair personnel is not covered. Unauthorized repair or replacement of Covered Products shall result in the cancellation of this plan 7. Replacement or fixes of unauthorized software not installed by respective brand/company
    11. Service made necessary by any external cause, including fire, theft, acts of God, alteration, problems arising from software or hardware not supplied by the Manufacturer 9. Commercial usage of Covered Product as defined forth - Commercial usage means Covered Products used in an industrial or commercial setting for the purpose of generating profit. An industrial or commercial setting is defined as non-residential, multi-user, communal or industrial use.
    12. Any defects which are subject to manufacturer’s recall or which are covered under any other Plan or reimbursement
    13. Consequential/incidental losses of any kind
    14. Ignorance of any kind on the part of end customer
    15. Service of Covered Product on which the Manufacturer’s label or logo, rating label or serial number has been defaced or removed or have been modified to alter their functionality or capability without the written permission of the manufacturer.
    16. Claims that are false or fraudulent or intentionally exaggerated or if any false declarations or statements be made in support thereof; no claim shall be recoverable hereunder
    17. Replacement of missing parts, the provision of retrofits or preventative maintenance is excluded
    18. Service of Covered Products which are not supported by valid Proof of Purchase by customer shall not be admissible under the policy
    19. Service on third party products or software not supplied/authorized by the Manufacturer that may be installed in or used in connection with the Covered Product 18. Service for software related faults resulting from incorrect software installation or usage, or software viruses, or software inherent bugs
    20. Service made necessary by the use of incompatible third-party products 20. If customer authorizes the repair or any services excluded under this warranty, Customer shall pay its repair fees for such work Plastic, rubber, sheet-metal parts, operating damages (physical), paintwork, product finish, dents, scratches, plugs, fuses, rubber pads, stabilizer, grills, casing, trays, batteries, light bulbs, light covers, cables, filters (lint/air/water), attachments, toner, ribbons, tapes, or any other add-ons (accessories such as blades, jars, covers, plates etc.)
    21. Removal, dismantling, moving of the Covered Product
    22. Defects due to transmission/cable/DTH or any other external source from where the signal/input are fed to the Covered Product
    23. Covered Product which has been modified, altered, adjusted, or repaired/serviced/moved/removed/installed by unauthorized person/s 24. Complete Protection Lite cannot be transferred to any other person/entity 25. Jeeves will be excused from its Complete Protection Lite Protection obligation if during Manufacturer’s Warranty the manufacturer was to refund to the Customer the cost or portion of the cost of the Covered Product in settlement of its warranty obligations
    24. Jeeves shall facilitate any in-warranty calls made by customer by coordinating with the OEM and keeping customer informed at all steps during the service request till closure. Jeeves may not be accountable for any claims that fall under Manufacturer’s Warranty category
    25. Any part that is covered/falling under the scope of OEM Warranty period will be out of the scope of this plan.

    26. Buying Complete Protection Lite Protection Plan and availing services

      1. Complete Protection Lite Protection Plan can be purchased through Jeeves.

    27. Information on Complete Protection Lite, registration of a breakdown call, changing of registered address or other customer / product details can be obtained either by visiting https://jeeves.co.in/support or by using our chatbot at https://fkrt.it/chFmRrNN.

    28. Service - All days of the week except public holidays. Working hours – 9:30 am to 6:00 pm. Appointments for home visits will be fixed as per mutual convenience.

    29. Terms of coverage

      1. The Complete Protection Lite is applicable for a period of 36 months from date of delivery of the Covered Product
      2. This Complete Protection Lite only applies to items purchased as new. There is no cover for items described as ‘used’, ‘second hand’ or ‘refurbished’
      3. You must be at least 18 years old on the date of purchase of this Complete Protection Lite
      4. This Complete Protection Lite is limited to products with Manufacturer’s Warranty that are purchased in select cities within the defined geographic boundary of the Republic of India. Information on whether Complete Protection Lite services are available in your city will be provided at the point of purchase of the Complete Protection Lite.
      5. The Complete Protection Lite shall become effective once Jeeves, at its sole discretion, accepts the application of the customer and shall continue to remain in force for the period as applicable, unless terminated earlier as per terms herein.
      6. At point of service, Customer is required to show proof of purchase (either – 1. Covered Product purchase invoice AND/OR 2. Original Manufacturer’s Warranty certificate/card) of Covered Product. Jeeves reserves the right to deny service and cancel the Complete Protection Plan, without any refund whatsoever if Customer fails to produce the above information
      7. If an event occurs that may give rise to a claim under this Policy, or there are circumstances that are likely to give rise to a claim, Customer must inform Jeeves immediately, and, in any case by way of written intimation or by registered post not later than 7 days from the occurrence of the loss or the event giving rise to the claim

    30. Scope of coverage

      1. This Complete Protection Lite covers the cost of parts and labour charges for at-home service within the city/municipal limits of the Jeeves Service Network. Cost of carry-in for products that need to be transported to the service center is also covered under the Complete Protection Lite.
      2. During the validity of the Complete Protection Lite, Jeeves will attend to the defects reported by the customer, including replacement of the defective electrical/electronic components that are required to be replaced to make the Covered Product electrically functional. This is subject to the condition, the breakdown of the Covered Product being due to normal usage.
      3. In case the defective unit needs to be transported to the service center, Customer shall arrange for the same and Jeeves will reimburse the amount. Customer shall take full responsibility of the Covered Product during transportation and indemnify Jeeves of any damage that occurs during this process.
      4. All defective components replaced by Jeeves with a new component OR component equivalent to new in performance when used shall become property of Jeeves and Customer shall not claim any right to the same.
      5. In case the cost of repair exceeds sum assured or the Covered Product cannot be repaired within 30 Calendar Days from the date of receipt of the claim, or for reasons beyond its control, Jeeves shall have the discretion to replace the Covered Product with equivalent/working model of any brand/make or refund the Sum Assured. This replacement Covered product may be new or refurbished, discretion of which lies solely with Jeeves and shall be binding on Customer.
      6. In case replacement is offered or refund is made, the defective product shall become Jeeves' property and taken back and Complete Protection Lite for the Covered Product will be terminated without any refund.
      7. The maximum liability under this Contract shall be the Sum Assured amount 8. If Customer receives repairs or replacements up to the calculated value for the product covered under Complete Protection Lite, or receives a replacement Covered Product of equal functionality and features, your Complete Protection Lite coverage will immediately cease.
    31. Complete Protection Lite Covered Product usage
    32. Covered Product is used only for domestic & personal and not for commercial purposes.
    33. Covered Product is used as per the manufacturer's guidelines and as specified in the user manual supplied along with the Covered Product.
    34. Covered Product is used in the location as per the address given by the Customer to Jeeves. Address change, within 25kms of installation address, if any should be notified in advance by the customer through either of the following means. Address change more than 25kms will lead to termination of policy.
    35. Complete Protection Lite stands void if
    36. Serial number of Covered Product has been altered, defaced or removed 2. Covered Product which has been transferred by Customer to any other person

    37. Representation and Responsibilities of Customer

      1. To avail service, Customer must produce to Jeeves, at the time of registration of complaint and at point of service - proof (serial number of Complete Protection Lite certificate) of purchase of this Complete Protection Lite and Covered Product purchase invoice
      2. Correctly select the right Complete Protection Lite Plan for your Covered Product based on condition, price or purchase location.
      3. Customer shall provide representative of Jeeves, complete access to Covered Product in order to effect necessary adjustments and/or repairs.
      4. Customer shall provide adequate storage space for spare components, test Covered Product/Equipment and adequate working space, light, heat, ventilation and electric current for use of Jeeves representative for provision of Services at Customer’s location
      5. Customer shall take approval on cost estimate in case of situations where Jeeves or its representative/s is/are not directly in service – repairs, spare replacement, transportation of product to service center etc. This approval of cost estimate will be solely at Jeeves discretion and Customer shall engage with the activity only after Jeeves has approved of the cost involved.

    38. Charges and payments

      1. For problems/defects/parts/services not covered by Complete Protection Lite, services/parts provided by Jeeves, Customer shall forthwith make payment towards cash receipt or invoice as issued by Jeeves or its authorized representative.
      2. Charges payable by Customer are inclusive of taxes, duties or levies unless explicitly stated.
      3. If due to any reason, the Covered Product is replaced by the original Manufacturer with a Covered Product of different size/capacity/model/brand, Customer shall be responsible to make payment of differential amount to Jeeves for increase in the charges due to change in Covered Product.
      4. Jeeves shall however, not be responsible for refunding if replacement of Covered Product by the original manufacturer with a Covered Product of different size/capacity/model/brand leads to reduction in charges for Complete Protection Lite services
      5. Customer shall receive the payment through NEFT transaction in the bank account given by customer./. Jeeves will not be liable to make payment in any other form, 6. Before the payment is processed, the defective unit/part would be picked up from the customer site by Jeeves. Payment shall be made only after the defective product is successfully picked up from the customer.

    39. Cancellation of Complete Protection Lite

      1. Notwithstanding any of the above, Jeeves shall be entitled to cancel or change the scope of services without any notice in any of the following events:

        • If the Customer is in breach of Complete Protection Lite and the Customer does not rectify the breach within 3 (three) days of notification by Jeeves.
        • If the Customer is declared insolvent or bankrupt.
        • If a trustee is appointed to take over the assets of Customer
        • If the original Manufacturer refunds price of Covered Product to the Customer o The conditions of Force Majeure continue for such a length of time that further performance of Services would be commercially frustrating.
        • If Customer fails to adhere to the requirements as prescribed by Jeeves. 2. For cancellation of the Complete Protection Lite and arranging refund, customer will be required to cancel the order by contacting customer care.
    40. In the event of cancellation for any reason whatsoever, Jeeves shall be entitled to recover all outstanding payments due and payable by the Customer. Jeeves shall, under no circumstances be responsible for refunding any amounts to the Customer including without limitation due to cancellation of the Complete Protection Lite by Customer or by Jeeves

    41. Revalidation of Complete Protection Lite

      1. Jeeves only offers transfer of Complete Protection Lite services from one location to another, if the new address is within 25kms distance from the previous address. If the new address is within 25kms from old address of installation, it will be subject to Customer promptly intimating Jeeves either by visiting https://jeeves.co.in/support or by using our chatbot at https://fkrt.it/chFmRrNN of the new address and obtain the validation of the Complete Protection Lite at the changed location. The installation of a transferred product requiring so, should be done only by a Jeeves authorized person. In the absence of such validation or if Jeeves does not have service facility at the changed location, Jeeves shall have the discretion to cancel the Complete Protection Lite and no refund shall be applicable. If the address is more than 25kms, the policy will lapse with immediate effect.
      2. In case the Manufacturer replaces the Covered Product during the warranty period, Customer is to intimate the same to Jeeves and submit a copy of the replacement note given by the Manufacturer for revalidation of the Complete Protection Lite for the replaced product having different serial number
    42. Data protection

    The details you provide to make your Complete Protection Lite purchase will be stored and used by the Administrator – Jeeves Consumer Services Pvt. Ltd. This information may be shared with third parties for the purpose of handling claims and repairs. Your data will, at all times, be held securely and handled with the utmost care in accordance with all principles as defined by the Data Protection Laws of India.

    1. Other terms & conditions

      1. While Jeeves promises to attend the defects for the Covered Product covered Complete Protection Lite on priority, Jeeves shall not be responsible for delays in service and consequential loss if any to the customer. The maximum liability of the Jeeves shall be limited to refund of the Complete Protection Lite cost paid by the customer (less taxes, taxes shall not be refunded to the customer). At times, unforeseen events disrupt the supply of spare parts for an extended period of time, or manufacturing brands, at times, are unable to provide spare parts due to unforeseen circumstances in their operations. While Jeeves will make all efforts to provide a resolution in the committed timelines, the Service Timeline will not apply when spare parts supply is disrupted due to events over which Jeeves has no control, especially when those events disrupt global supply chains. However, Jeeves shall inform you of any such delay and provide you confirmation from the brands or its authorized representatives on the delay.
      2. In case the Covered Product under Complete Protection Lite is sold/transferred to another party or the product is not available at the registered address/location, the Complete Protection Lite shall get automatically terminated and no refund shall be applicable (unless as applicable under clause H3 and I2).
      3. The promised SLA of Jeeves under these Terms and Conditions are subject to restrictions based on local, State and Central Government's notification on operation of the Jeeves from time to time and unavoidable circumstances, force majeure events and in other emergencies. You agree and confirm that Jeeves shall not be liable for any breach of the SLA arising out of such local, State and Central Government's restrictions on movement, lockdowns, unavoidable circumstances, force majeure events and in other emergencies.
      4. The SLA period for Jeeves under these Terms and Conditions shall be calculated from the day lockdown/restrictions are lifted or the emergency ends at the respective locations.
    2. Service Recovery policy for Complete Protection Lite, at product level

    Scenario

    Policy terms

    Service Recovery

    Service Level Agreement breach
    (Excluding customer-initiated breach)

    Service SLA:30 Calendar Days from the date of raising the claim

    If there is a breach of 30 days, then Jeeves will issue a refund of Remaining sum insured

     

     

    Sum insured for Functional failure:

    1 year = Not applicable

    1~2 year = 80%

    2~3 year = 70%

     

    Sum insured for ADLD:

    0~1 year = 40%

    1~2 year = 30%

    2~3 year = 30%

     
    • all values as a % of the Covered Product Purchase Price

    Note: Refund of Remaining Sum insured should only be initiated post receipt of original Covered Product from customer end. Ownership of the original Covered Product has to be transferred by the Customer to Jeeves. The transfer of ownership can be done through the execution of transfer agreement at the time of pickup of the Covered Product

    General Terms and Conditions for Complete Protection

      • This Plan is valid only in India. The minimum age of the customer to participate in Plan is 18 years.
      • Plan is open to only end customers and not resellers.
      • The Original Television and New Television should be the same.
      • This document is an electronic record in terms of Information Technology Act, 2000, and the Rules thereunder as applicable and the amended provisions pertaining to electronic records in various statutes as amended by the Information Technology Act, 2000. This electronic record is generated by a computer system and does not require any physical or digital signatures.
    • The customer releases and holds harmless Flipkart and Jeeves, its agents, affiliates, and employees from and against any claims, damages, or liability of any kind, including personal injuries, death, or property damage, or any direct, indirect, consequential, incidental or other damages, which the Customer or anyone else may suffer as a result of participation in this Plan

    • The Plan is valid only on a limited inventory and is valid only for a limited period. ● The customer agrees. The usage of personal data is subject to Jeeves’s privacy policy. By participating in the Plan, customers agree to the collection and usage of their personal information by Jeeves and acknowledge that they have read and accepted Jeeves’s Further, the Customer hereby agrees that his personal information may be transferred by Jeeves, or any other entity involved in the management of the Plan

      • The operation of the Plan is subject to force majeure events and on the occurrence of such an event, the Plan may be withdrawn at the sole discretion of Jeeves and Jeeves shall not be liable for damages under any circumstances. The price for Complete Protection shall be refunded by Jeeves in such an instance.
      • The customer shall contact Jeeves for any disputes/issues related to the Plan. Further, the Customer agrees that for any defects regarding the Covered Product, the Customer shall have a direct recourse against the seller of the Covered Product and Jeeves shall not be held liable. Any claim or dispute in relation to the same must be directed towards Jeeves, seller and/or the manufacturer of the Covered Product.
      • Jeeves shall be solely responsible for fulfilling the terms of this Plan. Any claims made by the customer owing to any act or omission by Jeeves with regard to the Plan shall be the sole liability of Jeeves.
      • The Plan is subject to applicable laws and regulations and is void where prohibited by law. In an event that the operation, security, or administration of the Plan is impaired in any way for any reason, including, but not limited to fraud, virus, or other technical problem, Jeeves may, in its sole discretion, either
    • cancel the Plan and refund the Price

    • suspend the Plan to address the impairment and then resume the Plan in a manner that best conforms to the spirit of these laws.

      • All taxes or liabilities payable to any regulatory authority shall be borne by the customer and/or billed to the account of the customer.
      • The Plan and the Terms and Conditions herein shall be governed by the laws of India. The courts of Bengaluru shall have the exclusive jurisdiction for any disputes arising out of the Plan and/or this document.
      • Subject to the above, all the terms and conditions of the Plan as given hereof and standard terms and conditions, user agreement, privacy policy (subject to change) of Jeeves shall be applicable on the Customer. In the case of any conflict between the terms and conditions contained herein and the terms and conditions, user agreement, terms of use and privacy policy of Jeeves, the terms and conditions, user agreement, terms of use and privacy policy on Jeeves shall prevail
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