Complete Mobile Protection Plan - Monthly Subscription Pack
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”). These terms and conditions of Complete Mobile Protection Program are limited to Flipkart Smart Pack Plan. The Flipkart Smart Pack Plan is owned and operated by Jeeves Consumer Services Private Limited.
Preliminary:
● Complete Mobile Protection plan - Monthly Subscription Pack ("Program") within the Flipkart Smart Pack Plan (“Plan”) is a program consisting of: (i) Repair service provided by Jeeves Consumer Services Private Limited ("Jeeves") and (ii) Accidental/Liquid damage[1] [2] 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").
● The monthly subscription Program is available only on select products ("Covered Product") along with the Flipkart Smart Pack Plan on the Platform sold by registered sellers. This Program is available only in select cities in India and on select pin codes ("Serviceable Address").
● Subject to the continued payment of monthly charges by the Customer, this Program shall be valid for a period of 12/18 Months from the date of successful delivery of the Covered Product and provided the said Program is not cancelled by the customer post purchase. If the customer fails to make a monthly payment for selected subscription Plan, all the benefits of the Complete Mobile Protection Program shall also stand terminated along with other benefits of the Plan with immediate effect. Customers shall be disqualified from the group and shall not be eligible to receive the benefits of the Program and the Plan if they do not make monthly payments. Please refer Plan terms and conditions at https://www.flipkart.com/pages/smartpack-tnc
● 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") needs to pay the specific smart pack subscription fees every month and will automatically 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
● Subject to monthly payment of monthly charges, 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
You can avail repair facility with free pick and drop from a ''Serviceable Address”
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 be offered a refund.
● 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.
Eligible benefits under the program:
● Single customer touch point for any issue related to program
● Repairs by Brand authorized service centers with free 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 |
Accidental or Liquid Damage2 |
0 to 12/18 Months |
|
Manufacturer Warranty Defects |
0 to 12/18 months |
|
One time Processing fee for damage repair basis device MRP:
● <10,000 phone MRP - INR 500
● 10,000-20,000 phone MRP - INR 1000
● >20,000 phone MRP - INR 1500
● No fee for in-warranty issues
Subscripts Definition
● 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 6 months from claim date) or 40% (in case policy start date falls on or between 6 to 12 months and 30% from 12 to 18 months) of Mobile Selling price at time of purchase, under this scenario you have the following options,
○ 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 refund option
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 (1800-425-365-365 or 1800-102-5365). You may be asked to submit additional documents and other relevant information on a case-to-case basis for processing claims.
Below process to be followed for repair claims;
In the event of Damage Claims,
● Upon prima facie confirmation on the applicability of the 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. Pick and drop services will be free of cost.
● 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 an 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,
12 months plan |
Refund value |
||
100% money back |
80% money back |
60% money back |
|
0-4th month |
80% |
80% |
80% |
5-8th month |
90% |
70% |
70% |
9-12th month |
100% |
80% |
60% |
18 months plan |
Refund value |
||
100% money back |
80% money back |
60% money back |
|
0-4th month |
80% |
80% |
80% |
5-8th month |
80% |
70% |
70% |
9-12th month |
90% |
70% |
60% |
12-18th month |
100% |
80% |
60% |
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.
● 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 1800-425-365-365 or 1800-102-5365 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 7 days of product delivery provided there is no claim raised.
● F1 may subcontract the services provided under the Program without notice to You.
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' privacy policy and Flipkart's privacy policy here: http://www.flipkart.com/s/privacypolicy.
● The operation of the Complete Mobile Protection Program 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 Program 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 Program. The customer shall contact Jeeves Consumer Services for any disputes/issues related to the Complete Mobile Protection Program 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 Program. 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 Program 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 Program 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 Program in a manner that best conforms to the spirit of these laws.
● By entering into this Complete Mobile Protection Program, 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 Program 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 Program cannot be availed along with any other product exchange offer being run by Flipkart. If the Customer avails the Complete Mobile Protection Program, these terms and conditions shall be the entire terms and conditions applicable to such Complete Mobile Protection Program 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 Program 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* |
;