Complete Mobile Protection Plan - Detailed Terms and Conditions

The following are the terms and conditions for the Complete Mobile Protection program operated by Jeeves Consumer Services Private Limited, here in after referred to as "Jeeves", incorporated under the Companies Act, 1956 and having its Corporate office at L-169, 13th Cross, 5th Main, Sector – 6, HSR Layout, Bangalore - 560102. The program is operated on the platform (www.flipkart.com)/ Flipkart M App/ Flipkart Lite Platform (“Platform”).

Preliminary:

• Complete Mobile Protection plan ("Program") is a program consisting of: (i) Repair service provided by Jeeves Consumer Services Private Limited ("Jeeves") and (ii) Accidental/Liquid damage cover provided by Bajaj Allianz General Insurance Company Limited ("BAGIC") via F1 info solutions and services private limited ("F1").The Program is available for purchase on the e-commerce platform,www.flipkart.com, whether accessed through a mobile application or any other means ("Platform")
• This program is available only on select products ("Covered Product") on the Platform sold by registered seller. This Program is available only in select cities in India and on select pin codes ("Serviceable Address").
• This program shall be valid for a period of 3 Months from the date of successful delivery of the Covered Product and provided the said Program is not cancelled by the customer post purchase.
• The program policy can be purchased along with the purchase of the primary product at Point of sale or through the link shared by Flipkart via email/SMS/Push Notification/social media or any other channel, provided you have purchased an eligible product and are trying to buy Complete Mobile Protection within the permitted purchase window. However, the product will be covered for 3 months from the date of delivery of the product.
• In case of any discrepancy in modes of communication in any of the terms between these T and C's and any other mode of communication, the T&C takes precedence over all such source, the terms set forth in these T and C's shall prevail.
• In order to subscribe to this program, customer ("You" or "Your") shall be required to pay a specified Program Fees which has two components a) insurance enrollment fees and; b) Jeeves service fees (for services being rendered by Jeeves other than the insurance component covered in point (a) hereinabove). On payment of the Fees, You agree to be bound by:
• these terms and conditions ("T&Cs");
• the terms of use, privacy policy, and other relevant documentation including any modifications, alterations or updates thereof, that are published on the Platform; and
• terms and conditions of BAGIC; and
• terms and conditions of Jeeves

Program Key Features

• You would be entitled for protection against the following
• 'One' Accidental or Liquid Damage (including Broken Screens)
• 'Multiple' manufacturer warranty defects including any software issues

For Accidental or Liquid Damage, you have an option either to avail repair facility with pick and drop from ''Serviceable Address'' or a cash payout option after online validation and verification. Cash Payout option will only be available for Screen Damage cases where a remote assessment of the damage can be done. For Other component damage or cases where Screen Damage cannot be accessed remotely, only repair facility with pickup will be available. For Repair facility/cash-payout compensation please refer below Sections (6)

For Manufacturing defects, you will only be offered repair facility with pick and drop.

For scenarios, where your address gets changed post purchase (''New Address'') of this program, 'repair' facility option would only be applicable if the New Address falls under "Serviceable Addresses". In case, New Address does not fall under "Serviceable Addresses", You will only be eligible for cash-payout option. In case of cash payout option, any repair from a non-brand authorized workshop will result in cancellation of the program.

• All 'manufacturer Warranty' claims shall be serviced and undertaken by Jeeves (via brand authorized service center) and Brand warranty will continue for the remaining period.
• 'Accidental/ Liquid Damage' repairs shall be undertaken by the group company of Jeeves, which is F1 and manufacturer warranty will continue for the remaining period.
• Cash payout for 'Accidental/ Liquid Damage' shall be paid by BAGIC and subsequent manufacturing warranty will continue to exist only when repairs are done at Brand authorized service centers

Eligible benefits under the program:

• Single customer touch point for any issue related to program
• Repairs by Brand authorized service centers with pick and drop
• Promised turnaround time of 10-15 business days from product pickup to first attempt of delivery
• Benefits Details

Claim Type	Time since Policy Start Date	Repair	Cash Payout1
Accidental or Liquid Damage2	0 to 3 Months	Repair Pick & Drop One time processing fee based on device model	LCD/Screen Damage 25% of Mobile Selling Price (at the time of purchase)
Accidental or Liquid Damage2	0 to 3 Months	Repair Pick & Drop One time processing fee based on device model	Motherboard/Battery/Body Panel/Camera/ Daylight sensor damage/Mobile Network IC/Charging Port/Headphone Jack/Mic/ Speaker/Volume Key/ Fingerprint Sensor damage Payout not available
Manufacturer Warranty Defects	0 to 3 months	Repair Pick & Drop No processing fee	N/A

Over and above the Program Fee You shall be required to pay a One time Processing Fee during accidental or liquid damage claim registration (based on the List Price of the device) to Jeeves as per the table below for repairing the covered device:

S.N.	Device List Price (INR)	One Time Processing Fees (INR)
1	0- 9999	500
2	Between 10,000-20,000	1000
3	>20,000	1500
Note: No fee for in-warranty issues

• Includes labor charges, cost of sundry parts including but not limited to adhesive, paint, wires etc.

• Claim is deemed as Beyond Economic Repair (BER), If the estimated total cost of repair is more than 50% (in case policy start date falls under 3 months from claim date) of Mobile Selling price at time of purchase, under this scenario you have the following options,

  • Repair Option:
  • If You choose repair, subsequent manufacturing warranty for remaining program period will be available, wherever applicable
  • For case where repair is not economically viable, F1 under its sole discretion will offer either replacement mobile (with either equal or equivalent features on the sole discretion of F1) Or cash payout option
  • Payout Option:
  • If You choose cash payout, then program benefits will lapse with immediate effect

What is not covered under this Program

• Any intentional damage to the device
• Any unauthorized repair of the device
• Theft or Loss of device
• Loss or damage to accessories, SIM card or ancillary products (e.g memory card)
• Damage to the device because of usage not in accordance to manufacturer's guidelines, including short circuiting during power surge
• Any cosmetic damage not resulting in stoppage of or functioning/usage of the device - including but not limited to:
• Scratching, cracking and/or denting of the device body
• Minor damage/scratch on the device screen/LCD
• General Wear and Tear
• Loss of data or loss of installed software
• Loss or damage to the device during the following scenarios
• Loss due to confiscation by government/local authorities or security agencies
• Loss/Damage during commercial hire/rent of the device
• Loss/Damage during commercial transit
• Loss/Damage during War/ Riots/ Fights/Act of terrorism/nuclear radiation

5.5: If you require a copy of your insurance policy, please reach out to protect@jeeves.co.in

6: To register a claim, please call our Customer Care Number (080- 69290888 or 080-45471077). You may be asked to submit additional documents and other relevant information on a case-to-case basis for processing claims. You will have an option either to avail repair facility or get cash payout option.

Below process to be followed for repair claims / cash payout process;

Repair Claim Process:

In the event of Damage Claims,

• Upon prima facie confirmation on applicability of Program, you are required to pay a processing fee through an online payment link communicated to you over your registered email-id and mobile number. While processing the Damage Claim, if at any time, Jeeves determines that there has been any misrepresentation, wrongful description, fraudulent activity or non-disclosure of any material fact significant to the Damage Claim, then all benefits under this Program as well the Processing fee shall be forfeited. The Program will automatically stand terminated vis-a-vis the Covered Product.
• Only upon receipt of Processing fee, Jeeves will start processing such Damage Claim.
• If You choose to avail pickup and drop service, you shall pack the Covered Product and keep the Covered Product ready for pickup as per the instructions provided to You over your registered email Id and mobile number. Your device will be picked within 72 hours of pick-up allocation.
• F1's logistics partner will pick up the packed Covered Product from the Service Address and ship it to Brand's authorized repair center for either repair or replacement, as determined by F1 at its sole discretion depending on factors including, but not limited to, cost of repair, availability of spares and time to serve, or F1's,will repair the same.
• In case, F1decides to offer replacement/refund option (under the sole discretion of F1) of the Covered Product, You will be provided the choice to either opt for replacement/refund or get back unrepaired Covered Product. If You opt to get back the unrepaired Covered Product, Your Covered Product will be delivered within the 10-15 business days SLA to your Service Address and the processing fee paid shall be forfeited. If You opt for replacement of Covered Product, the Covered Product will be replaced with a product containing similar features and which is of an equivalent make, as per industry and market standards. The replacement device may either be a new or a device with equal or equivalent features. The make and model of the new or refurbished replacement will be at the sole discretion of F1. In case of replacement, the Covered Product will be retained by F1. Jeeves will provide warranty service for the remainder of the Program Coverage Term, on the replaced device, terms and conditions of which will be communicated to You on Your registered email.
• Once the Covered Product is repaired/ replaced, F1's logistics partners will have the Covered Product/replacement device, as the case may be, shipped back to Your Service Address in cases of pickup and drop service. In case of refund to be issued by F1, post submission of relevant documents, it will take 7 business days to process the refund.
• Following are the amounts customer will get in case of a refund to be issued by F1. This will be calculated on the purchase price which customer paid or Flipkart selling price, whichever is lower at the time of claim,

Period	Refund Value
0 - 3rd month	50%

Cash Payout Process:

In case the damage involves only screen damage, you will need to provide a photo of the phone clearly showing the damage along with the IMEI number of the phone displayed on the screen. Upon assessment of this proof, a cash payout based on the benefit in section 5.3 will be approved.

In case remote assessment of the device is not possible, the repair option will be extended to the customer, as detailed in section 6.1

Program – Service Assurance

• Subject to the other terms and conditions and force majeure events, Jeeves/F1 ensures " Ten to Fifteen Business Days (Depending on Pincodes)" service assurance from successful pickup of the device for all Claims. Activities during this period include: Covered Product pickup, repair/replacement, first attempt of door-step delivery.
• If Jeeves/F1 is unable to meet the promised SLA, you will be eligible to receive a Token of Apology (TOA) from Jeeves
• 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.
• 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.
• 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 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.
• In case of replacement/refund option (under the sole discretion of F1) provided to You, you respond immediately on the telephone call with the Jeeves team whether to go ahead with the replacement/refund or return the unrepaired Covered Product. Any delay in response will extend the SLA by the delayed period.
• Table for Token of Apology (TOA):

SLA breach	Token of Apology for the Customer
First attempt delivery not done within promised number of days (As documented in T&C document sent post purchase via email) from Covered Product pickup	Flipkart EGV worth INR 500

• In case of all repairs done under this Program, Jeeves shall provide 90 days Repair Warranty on the same.

Assurance from BAGIC

Subject to the other terms and conditions (submission of all required documents for processing the claim) and force majeure events, BAGIC ensures that the claim is settled within 3 business days of the receipt of the claim.

Other Terms & Conditions

• All decisions of BAGIC or Jeeves with respect to the condition, serviceability, genuineness of claim etc. shall be final and binding on you as per applicability.
• In case of further sale or gift of Your Covered Product, you shall inform such ownership transfer within 7 days of such transfer by calling Jeeves customer support at 080- 69290888 or 080-45471077 Responsibility of informing Jeeves and transferring the Program rests upon You/ original beneficiary. Post KYC validation of original beneficiary (including but not limited to Plan ID, IMEI Number and email ID), Program will be transferred to the new beneficiary.
• The Program, once purchased, can be cancelled only within 10 days of product delivery provided there is no claim raised.
• F1 may subcontract the services provided under the Program without notice to You.
• Please note, Jeeves/F1 will attempt to deliver the product as per the best of its ability, in case Jeeves/F1 is not able to return the repaired / unrepaired device to customer because of non cooperation or non availability of the customer, Jeeves/F1 shall hold the device for 60 days from claim registration date for the return of the device. Post 60 days , if the customer is still non reachable or non cooperative , Jeeves/F1 reserve the right to liquidate/write off the device and the customer will not be entitled for any refund / replacement in such a scenario from Jeeves/F1.
• 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 of service request. Jeeves is not accountable or liable for any delay in service from the brand for claims that fall under manufacturer’s warranty category and no refund will be provided by Jeeves for manufacturer’s warranty claims.
• Customers should approach Jeeves within 24 hours of device delivery for any in-transit damage or new issues faced post-delivery
• In case of part payment, time period between the time of intimation about the part payment to the customer and the time till the payment is paid by the customer is excluded from the Service Level Agreement.
• Claim Intimation Clause:In the event of a loss the intimation of damage to the covered device shall be given to Jeeves within 30 days of occurrence of the loss within the policy active period.

GENERAL TERMS AND CONDITIONS

• 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 Consumer Services, 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 customer agrees that his contact details can be shared by Flipkart with Jeeves Consumer Services. Flipkart Order ID and contact details of the Customer will be shared by Flipkart with Jeeves Consumer Services for verification purposes. The usage of personal data is subject to Jeeves Consumer Services's privacy policy and Flipkart's privacy policy here: http://www.flipkart.com/s/privacypolicy.
• The operation of the Complete Mobile Protection Plan is subject to force majeure events and on the occurrence of such an event, the Complete Mobile Protection Plan may be withdrawn at the sole discretion of Jeeves Consumer Services and Jeeves Consumer Services shall not liable for damages under any circumstances. The price for the Complete Mobile Protection Plan shall be refunded by Jeeves Consumer Services in such an instance.
• Flipkart hereby excludes and disclaims all liabilities, whether direct or indirect, that may arise due to the Complete Mobile Protection Plan. The customer shall contact Jeeves Consumer Services for any disputes/issues related to the Complete Mobile Protection Plan and Flipkart shall not be held liable for any such disputes/issues. Further, the Customer agrees that for any defects regarding the Product, the Customer shall have a direct recourse against the seller of the Product and Flipkart shall not be held liable.
• Jeeves Consumer Services shall be solely responsible for fulfilling the terms of this Complete Mobile Protection Plan. Flipkart shall not be liable for any loss, injury or any other liability arising to the customers as a result of the Jeeves Consumer Services failure to honour its obligations with respect to the customer.
• Complete Mobile Protection Plan is subject to federal, state and local laws and regulations and is void where prohibited by law. In the event that the operation, security, or administration of the Complete Mobile Protection Plan is impaired in any way for any reason, including, but not limited to fraud, virus, or other technical problem, Jeeves Consumer Services may, in its sole discretion, either: (a) cancel the Complete Mobile Protection Plan; (b) suspend the Complete Mobile Protection Plan to address the impairment and then resume the Complete Mobile Protection Plan in a manner that best conforms to the spirit of these laws.
• By entering into this Complete Mobile Protection Plan, the customer agree to indemnify and keep Flipkart harmless against all damages, liabilities, costs, expenses, claims, suits and proceedings (including reasonable attorney's fees) that may be suffered by Flipkart as a consequence of (i) violation of the terms of this Policy by the customer; (ii) violation of applicable laws; (iii) any action or inaction resulting in willful misconduct or negligence on the Customer's part.
• 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 Complete Mobile Protection Plan and the Terms and Conditions herein shall be governed by the laws of India. Any disputes in relation to the Complete Mobile Protection Plan shall be settled by arbitration in accordance with the Arbitration and Conciliation Act, 1996. The seat of such arbitration shall be Bengaluru. A sole arbitrator shall preside over the arbitration proceedings with such sole arbitrator appointed by Jeeves Consumer Services.
• The customer is required to note that this Complete Mobile Protection Plan cannot be availed along with any other product exchange offer being run by Flipkart. If the Customer avails the Complete Mobile Protection Plan, these terms and conditions shall be the entire terms and conditions applicable to such Complete Mobile Protection Plan and no other terms and conditions with respect to the exchange of the Product shall be applicable. Subject to the above, all the terms and conditions of the Complete Mobile Protection Plan as given hereof and standard terms and conditions, user agreement, privacy policy (subject to change) of www.flipkart.com 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 flipkart.com, the terms and conditions, user agreement, terms of use and privacy policy on flipkart.com shall prevail.
• Failure to perform any of the steps mentioned in the T&Cs, will result in cancellation of all benefits vis-a-vis the particular claim
• By purchasing the Program, it would be deemed that You have given Your consent to contact you through call, SMS or email on the details provided by you for the purpose of this Program.
• If any provision of these T&Cs shall be held to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remaining provisions hereof shall not in any way be affected or impaired.
• These T&C shall be governed in accordance with the applicable laws in India. Courts at Bangalore shall have the exclusive jurisdiction to settle any dispute that may arise under this T&Cs.
• Grievance Redressal:

We are committed to extend the best possible services to our customers. However, if you are not satisfied with our services and wish to lodge any feedback or complaint, please write to:

Event	Mail ID	Availability
Escalation	protect@jeeves.co.in	09:30 AM to 6:00 PM, Mon to Sat*