Complete Mobile Protection Plan - Detailed Terms and Conditions

The following are the terms and conditions for the Complete Mobile Protection program operated by OneAssist Consumer Solutions Private Limited, here in after referred to as "OneAssist", incorporated under the Companies Act, 1956 and having its corporate office at OneAssist Consumer Solutions Private Limited, 3rd Floor, Fleet House, Next to Marol Naka Metro Station, Marol Naka, Andheri Kurla Road, Mumbai - 400059. The program is operated on the platform (www.flipkart.com)/ Flipkart M App/ Flipkart Lite Platform (“Platform”).

Preliminary:

• OneAssist Complete Mobile Protection plan ("Program") is a program consisting of: (i) Repair service in case of Accidental/Liquid damage (via brand Authorized service center) and In-warranty support provided by OneAssist Consumer Solutions Private Limited ("OneAssist"). 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")
• "Covered Product” shall mean the Feature phone device of the Customer. Feature Phone means a mobile phone that incorporates features such as the ability to access the internet and store and play music but lacks the advanced functionality of a smartphone. The Customer can only avail of the OneAssist Complete Mobile Protection plan in relation to one Mobile Phone, i.e., one Plan per Mobile Phone.
• This program is available only on select Feature phones ("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 12 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 OneAssist Complete Mobile Protection within the permitted purchase window. However, the product will be covered for 12 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 depending on the value of the Primary product. 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 OneAssist

Program Key Features

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

For Accidental or Liquid Damage, OneAssist will provide repair facility with pick and drop from ''Serviceable Address'' after online validation and verification. Cash Pay-out option will only be available for claims deemed as Beyond Economic repair (refer section ‘Eligible benefits under the program’ for more details). For Repair facility/cash Pay-out compensation please refer to the below section.

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", OneAssist may choose different service option to cater the claim (refer to the Claims process for more details). 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 OneAssist Consumer solutions (via brand authorized service center) and Brand warranty will continue for the remaining period.
• 'Accidental/ Liquid Damage' repairs shall be undertaken by the OneAssist or their Insurer (via brand Authorized service center) and manufacturer warranty will continue for the remaining period.

Eligible benefits under the program:

• Single customer touch point for any damage or defect issue related to primary product
• Repairs by Brand authorized service centres with pick and drop
• Promised turnaround time of 10-15 business days from product pickup to first attempt of delivery

No fee applicable 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 6 months from claim date) or 40% (in case policy start date falls on or between 6 to 12 months) of Mobile Selling price at time of purchase, and Monetary settlement will be done against the claim. Settlement amount is calculated as below

  • Depreciation will be applied on Market operating price of the Product or Invoice value whichever is lower and final amount will be paid post deducting the same.

• Depreciation will be applied as below:

Device age at the time of claim	Depreciation %
0 to 4th months	20%
5th to 8th months	30%
9th month to end of tenure	40%

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

6: To register a claim, please call our Customer Care Number (1800-123-3330 or 08080-333-333). You may be asked to submit additional documents and other relevant information on a case-to-case basis for processing claims.

Claims process

1. Documents & Pre-requisite for claim processing:

   1. Online Claim form
   2. Images of damaged handset (as applicable) with clear image of IMEI no./serial no.
   3. Device Purchase Invoice
   4. Govt. issued ID proof of claimant
   5. Payment for deductibles / excess (as applicable)
   6. Payment of differential between estimate amount and claim approval amount (If any)

2. Process flow:

   1. In case of Accidental or Liquid Damage to the device, Customer is required to call OneAssist call center on toll free no. 18001233330 or login to OneAssist Mobile App or our Website www.oneassist.in and register the claim within 48 hours of discovering the damage or defect.
   2. Customer is expected to fill the form online at www.oneassist.in.
   3. Customer is required to submit scanned copy of claim form duly filled up and signed by the customer along with 4 images of the broken/ damaged device with clear image showing the handset IMEI details within 48 hours of registering the claim.
   4. OneAssist will verify the documents received from the customer over email and if approved by the OneAssist, OneAssist will trigger request to its Service Partner for collecting the device from the Customer, otherwise, OneAssist will inform customer about deficiencies in the documentation which will have to be rectified by the customer.
   5. Customer should provide all required documents to OneAssist and /or their insurer within 48 Hrs of filling the claim. OneAssist and /or their insurer reserve the right to close such claims where the required documents are not received despite of regular follow-up and reminders.
   6. Service Partner will fix an appointment with the customer for collecting the damaged handset, within 48 hours of submitting scanned images to OneAssist.

   7. Different Pickup Scenarios: The Pickup and Delivery of Customer's device will happen as per the given below Scenarios. Pick-up and delivery of handset shall be available only on address registered by customer with OneAssist. on the written request of customer OneAssist may pick-up/ deliver handset at any other address given by customer provided customer is solely responsible for loss/ damage in such cases.

      1. Scenarios 1 – Doorstep service:

         1. In this scenario, upon approval of the claim, OneAssist will arrange for pick-up of the damaged handset from the customer and also deliver the repaired handset to the customer.
         2. City name: The city list of Doorstep service can be downloaded from www.oneassist.in The city list will be updated from time to time.

      2. Scenario 2 - Mail in Process:

         1. Service Description: In this scenario, upon approval of the claim, OneAssist will arrange for courier pick up of the damaged handset from the customer premise, arrange for the repair and delivery of repaired handset back to the customer location.
         2. Locations covered: Other than locations covered under Doorstep service.

      3. Scenario 3- Out of service Location

         1. In this scenario where the device cannot be picked up through doorstep or courier pick up, due to lack of such courier services by logistics and courier partners in these locations, upon approval of the claim, Customer will be required to courier the damaged device along with the completed documents to nearest Service Centre, as guided by OneAssist. OneAssist will reimburse such cost of dispatch incurred by customer up on submission of the actual bill. In these locations, even customer can go ahead and repair the device on their own with due approval on the claim on the repair estimate. In such repairs, customer will have to submit the repair invoice to claim the reimbursement, subject to prior approval for the repair is obtained and all required documents are in order.
   8. Service Partner will submit the handset at the Service Center for repairs; get an estimate for repairs along with the tentative timelines for repairs within 48 hours of submitting handset to the Service Center.
   9. On receipt of approval from OneAssist and /or their insurer, OneAssist will communicate the amount of approval to the customer:

1) If the amount of approval is lower than the estimate amount, OneAssist will take an approval from the customer on a recorded line. If the customer accepts to pay the differential amount (i.e., Estimate amount less Claim approval amount) then OneAssist will instruct its Service Partner to collect the amount from the customer along with any pending documents. On confirmation of receipt of money to the Service Partner's account, OneAssist will instruct the Service Center to repair the damaged handset of the customer.

2) If the customer does not agree to pay the differential amount, then OneAssist will hand over the handset to the customer without repairing the same.

1. If the repair estimate is more than Rs. 20,000/-, then OneAssist and /or their insurer may arrange for a surveyor visit. OneAssist will co - ordinate with the Customer for such visit. Basis the Surveyor report, OneAssist will co-ordinate with third party for the approval of the repair estimate and inform the customer on the status of the repair claim.
2. On confirmation of repair of the handset by the Service Center, OneAssist will instruct its Service Partner to collect the same from the Service Center and deliver it to the customer with an acknowledgement from the customer the delivery of repair device will also happen as per the Pickup scenario mentioned above.

Program – Service Assurance

• Subject to the other terms and conditions and force majeure events, OneAssist 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.
• The promised SLA of OneAssist under these Terms and Conditions are subject to restrictions based on local, State and Central Government's notification on operation of the OneAssist from time to time and unavoidable circumstances, force majeure events and in other emergencies. You agree and confirm that OneAssist 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 OneAssist 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 OneAssist) provided to You, you respond immediately on the telephone call with the OneAssist 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.
• In case of all repairs done under this Program, OneAssist shall provide 90 days Repair Warranty on the same.

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 OneAssist Consumer Solutions Private Limited, 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 OneAssist Consumer Solutions Private Limited. Flipkart Order ID and contact details of the Customer will be shared by Flipkart with OneAssist for verification purposes. The usage of personal data is subject to OneAssist Consumer Solutions Private Limited’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 OneAssist and OneAssist shall not liable for damages under any circumstances. The price for the Complete Mobile Protection Plan shall be refunded by OneAssist Consumer Solutions Private Limited 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 OneAssist 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.
• OneAssist Consumer Solutions Private Limited 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 OneAssist Consumer Solutions Private Limited 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, OneAssist 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 wilful 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 Mumbai. A sole arbitrator shall preside over the arbitration proceedings with such sole arbitrator appointed by OneAssist Consumer Solutions Private Limited.
• 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 Mumbai 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	Response TAT (on Business days)
Escalation	escalations@oneassist.in	Within 24 to 48 hours