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    Section - 1

    General Terms & Conditions

    1. Definitions

      1. “Customer”, “You” or “Yours” shall mean the party in whose name the Plan has been purchased.
      2. “Claim” shall mean the formal request from the Customer through any of the channels listed in these T&Cs for compensation and/or repair due to a Covered Incident.s.
      3. “Covered Product” or “Device” or “Appliance” shall mean the electronic device or an appliance covered by the Plan.
      4. “Covered Incident” or “Covered Damage” shall mean any event during the time of fair usage of the Covered Product which causes it to malfunction and the reason is specified under the Plan Terms. For example: liquid damage.
      5. “Covered Period” shall mean the duration for which the Covered Product is covered under the scope of these T&Cs.
      6. “Coverage” shall mean the type of issues or damages that are protected under the Plan.
      7. “Invoice Value” shall mean the value of the Covered Product as per the original invoice of the product sans any discount (bank discounts, payment discounts, etc.).
      8. “Plan” shall mean a service contract offered by Jeeves providing Coverage for specific types of Device damage or failures.
      9. “Platform” shall mean the Flipkart online platform accessible on desktop through www.flipkart.com or on mobile devices through Flipkart M-App/ Flipkart Lite Platform where the Plan is offered.
      10. “Plan Fees” shall mean the fees chargeable to the Customer at the time of purchasing any Plan.
      11. “Excess Fees” or “Processing Fees” or “Deductible” shall mean any additional fees which may be chargeable to the Customer during the time of service fulfillment.
      12. “Plan Activation” shall mean the date of activation of Plan upon successful receipt of the Plan Fees.
      13. “Plan Terms” shall mean the specific terms and conditions related to the purchased Plan.
      14. “Promise SLA” shall mean the time taken to process the claim from the time Customer files a Claim till the final resolution of that Claim. This will form part of the Plan Terms
      15. “Personal Information” or “PII” shall mean any information that can be used to identify an individual such as Name, Age, Date of Birth, Government ID Proofs, Phone Number, Email Address, etc.
      16. “Refund Window” shall mean the time period from the date of Plan Activation until which the refund can be made to the Customer for the Plan Fee.
      17. “Service” shall mean the services which have been promised to be fulfilled by Jeeves and/ or its affiliates under these T&Cs.
      18. “Service Request” or “Claims” shall mean a request made by the Customer under the scope of these T&Cs.
      19. “Service Provider” or “Service Partner” shall mean any third-party service partner authorized & affiliated by Jeeves. Unless otherwise stated, Jeeves shall be the Service Provider.
      20. “Termination” shall mean the end of the Plan.
      21. “Terms & Conditions” or “T&Cs” shall refer to Section - 1 (General Terms) read in conjunction with Section - 2 i.e. “Plan Terms” unless otherwise stated.

    2. Purpose

      1. These Terms & Conditions govern the sale and provision of the Plan(s) available from Jeeves and offered on the Platform, or sold by Jeeves directly or through any third-party Service Provider, to the Customer.
      2. These Terms & Conditions define the framework and the respective obligations for each Party in relation to the Plan.
      3. Customer acknowledges the receipt of these Terms & Conditions, as applicable and agrees to be fully bound by these. By purchasing the Plan provided by Jeeves, Customer shall be deemed to have accepted these Terms & Conditions unconditionally.

    3. Terms of Use

      1. The Customer must be at least 18 years old as on the date of purchase of the Plan. The customer also agrees to be in compliance with the applicable Indian laws as may be relevant for the Plan which is availed of by the customer. The Personal Information provided by for the purposes of availing of the Plan is and shall be true and accurate. Additionally, the Customer must use the Service for its intended use only.
      2. The Customer consents to sharing their PII to Service Provider as may be required, and as necessary to provide the Services, conduct our business operations, or when we believe that applicable law permits or requires disclosure, we may share PII with these Service Providers, including entities which provide for hosting and system administration, payment processing, analytics, insurance services, or client support, to the extent necessary and in accordance with the legal bases set forth above. These Service Providers only receive PII necessary to fulfill the services they provide. Under no circumstances are such Service Providers permitted to use obtained PII for any purpose other than to provide with the designated services.
      3. The Customer consents to recording of any data exchanged between the Customer and Jeeves, including but not limited to account details, messages and calls, for the quality assurance and training purpose of our customer support team.
      4. The Customer consents to receive communications from us regarding updates and notifications via emails, SMS texts or phone calls about the Service and/or Service Request. Provided the information is urgent and necessitates immediate attention, Jeeves may reach out to the Customer from 6PM to 10PM.
      5. The Customer provides consent for us to modify these T&Cs, benefits, and other aspects of the Program at our sole discretion. Jeeves will try to notify the changes (if applicable to any existing Program) to the best of its ability.

    4. Claim Acceptance & Fees

      1. Any Service Requests or Claims made by the Customer will be accepted & processed subject to the following:

        1. The Customer having accepted & complied with the T&Cs. Acceptance & compliance shall also extend to the amendments to either of the Terms which may be communicated to the Customer from time to time;
        2. The Customer having provided Jeeves with full and accurate information in connection with the Coverage as may be applicable;
        3. The Customer having acted in a bona fide manner to make a service request or a claim;

        4. The Customer having complied with the following requirements of the Service Provider (if any) for the purposes of processing the claim:

          1. Claim form duly filled & signed by the Customer; and
          2. Invoice copy
          3. Govt. issued ID proof
          4. Any other document as may be required and duly intimated to the Customer.
        5. Any other conditions as may be specified in the Plan Terms.
      2. Jeeves will only accept the claim if the Customer intimates Jeeves within five (5) days from the date of damage having occurred or discovered.
      3. Jeeves shall charge Customers a Plan Fees depending on the Plan purchased. This Plan Fees shall be non-refundable unless otherwise stated in clause (5) of these T&Cs.
      4. Depending on the chosen Plan, Plan Fees may exclude certain classes of fees which are essential to perform the promised service. These fees, hereinafter referred to as “Excess Fees”, shall be borne by the Customer in full and be payable to Jeeves. Only after the receipt of such a fee, if applicable, shall Jeeves provide the service to the Customer. Certain cases where Excess Fees may be required are Out-Of-Warranty cases, etc.
      5. Details of Plan Fee will be a part of the Plan Terms (Section - 2)
      6. Notwithstanding anything contained hereinabove, Jeeves shall not be obliged to entertain any claim from the Customer unless (i) the Customer is over the age of 18 years at the time of Plan activation and a resident of India, and (ii) the Plan Fee up to the date of claim has been paid.

    5. Cancellation/ Termination of the Plan

      1. Jeeves will cancel these Terms & Conditions if the Customer has at any time:

        1. Agreed to help any 3rd party to try to fraudulently or dishonestly obtain money from Jeeves;
        2. Is in violation of applicable Indian laws as may be relevant to the use of the Plan;
        3. Failed to use the Device in accordance with the manufacturer’s guidelines;
        4. Failed to meet the T&Cs, or to act in good faith, openly, honestly and in a bona fide manner towards Jeeves including by providing false or misleading information; and
        5. Customer fails to return to Jeeves or its authorized Service Partner(s) any goods/ devices which are to be returned as per the terms of the Plan to Jeeves or to its authorized Service Partner(s).
      2. If notice of termination is provided by the Customer within the Refund Window, a full refund is available, subject to the maximum Plan Fees paid by the Customer. However, if the Customer has lodged a service request or a claim or availed of any benefit under any of the Plan Terms after the Plan Activation, no refund will be available. After the expiry of the Refund Window, for any cancellation by the Customer, Jeeves will not refund the Plan Fee. Refund Window shall be seven (7) days from the date of Plan Activation.
      3. Jeeves may cancel these T&Cs, if in case, it deems itself unserviceable to serve the Plan wherever the Customer has relocated from the initial place of product delivery. In the event of cancellation, Jeeves shall not be liable for any refunds, whatsoever.
      4. Jeeves reserves the right to cancel these T&Cs if the Covered Product is transferred or sold by the Customer at any point during the Covered Period.
      5. In case of mismatch between the device Serial Number/ Unique Identifier as may be required for the fulfillment of the Plan Terms and the same details on the Purchase Invoice, these Terms & Conditions shall deem to be null and void after ten (10) days from the date of Policy Activation, during which the Customer can get the details remapped by contacting Jeeves.

    6. Confidentiality

      1. The Customer shall remain responsible for maintaining confidentiality of the information, as well as their display name, login and password details. The Customer agrees that if they provide any information which is untrue, inaccurate, not current, or incomplete or Jeeves has reasonable grounds to suspect that such information is untrue, inaccurate, not current, incomplete, or not in accordance with the Terms of Use of the Platform, Jeeves shall have the right to suspend or terminate the Plan(s).

    7. Precedence of Terms

      1. In case of any discrepancy in these terms, the T&Cs sent (via email) to the customer at the time of Plan purchase shall take precedence. In case of absence of such email, the terms set forth in these T&Cs shall prevail.

    8. Limitation of Liability

      1. By using the Services, you agree that the liability of Jeeves, its parents, affiliates, related companies, officers, directors, employees, agents, representatives, partners and licensors, shall be limited to the Invoice Value of the Covered Product. In no case shall Jeeves, its directors, officers, employees, affiliates, agents, contractors, principals, or licensors be liable for any direct, indirect, incidental, punitive, special, or consequential damages arising from your use of the Services or for any other claim related in any way to your use of the Services, or any loss or damage of any kind incurred as a result of the use of the Services.

    9. Indemnity

      1. The Customer shall defend, indemnify and hold harmless Jeeves its owners, affiliates, subsidiaries, group companies, partners (as applicable), and their respective officers, directors, agents, and employees (“Indemnified Parties”), from and against any claim, demand, damages, obligations, penalty, losses or actions (including reasonable attorneys’ fees) made by any third party against the Indemnified Parties or imposed against the Indemnified Parties, due to or arising out of the Customer or Customers’ affiliate’s or relative’s: (a) breach of these Terms, the Privacy Policy and/or any other policies; or (b) violation of any applicable law, rules, regulations; or (c) violation of the rights (including infringement of intellectual property rights) of a third party or Jeeves; or (d) unauthorized, improper, illegal or wrongful use of your account (including by the Customer or by any person, including a third party, whether or not authorized or permitted by the Customer). This indemnification obligation will survive the expiry or termination of these Terms and/or the Customer’s use of the Service.

    10. Notices

      1. Any notice, approval, consent or other communication required or permitted under these Terms & Conditions shall be in writing, in English language, and shall be deemed to be validly given and effectively served upon when (1) delivered personally, (2) mailed by registered or certified mail, or (3) transmitted by facsimile with a confirming copy sent by overnight mail or courier service to the Parties at the addresses and facsimile numbers provided by each Party. Any such notice, approval, consent or other communication shall be deemed to have been duly served (if delivered personally or given or transmitted by facsimile) immediately or (if given or made by local mail) 48 hours after posting or (if made or given by overseas mail) seven days after posting and in proving the same it shall be sufficient to show that the envelope containing the same was duly addressed, stamped and posted. Notice given by a Party’s counsel shall be considered notice given by that Party.

    11. Customer Support

      1. In case of any query or complaint the Customer can approach Jeeves and reach out through the ‘Customer Support’ tab on Flipkart/ Jeeves website.
      2. The Customer can also reach out for any product/ service related queries or complaints by clicking the link https://jeeves.co.in/support or through our chatbot by clicking the link https://fkrt.it/chFmRrNN

    12. Miscellaneous

      1. All the decisions of Jeeves and/or the Service Provider in relation to these T&Cs (including but not limited to serviceability & genuineness of claims) shall be final and binding on the Customer.
      2. Jeeves may subcontract the services provided without any prior notice to the Customer.
      3. Jeeves will attempt to deliver and provide the service to the Customer to the best of its ability. In case, Jeeves is not able to return the Covered Product (repaired, or otherwise) because of non-cooperation or non-availability of the Customer, Jeeves shall only hold the Covered Product for 30 days from the last Customer update. Post this period, if the Customer is still unreachable or non-cooperative, Jeeves reserves the right to liquidate/ write off/ sell the Covered Product, and the Customer will not be entitled for any refund/ replacement in such a scenario.
      4. After the return of the Covered Product, in case of any damages due to logistics or issues related to the delivery of the Covered Product or any service-related issues, the Customer must approach Jeeves within one (1) day of receipt of the Covered Product.
      5. In case any additional Plan Fees may be required from the Customer for delivery of the service as per the Plan Terms, Customer will be given a maximum time of five (5) days to accept & pay the additional Plan Fees. Failure to do so will result in cancellation of the claim. This time period will not be a part of the Promised SLA.

    13. How to reach out to Jeeves for logging a Claim?

      1. The Customer can reach out to Jeeves through by logging in at Jeeves Website accessible at jeeves.co.in
      2. The list of channels is subject to change without any prior notice to the Customer. In case of any change, the Customer can reach out to the Corporate Address of Jeeves: Jeeves Consumer Services Pvt. Ltd, Buildings Alyssa Begonia & Clove, Embassy Tech Village, Outer Ring Road, Devarabeesanahalli village, Bengaluru - 560103, Karnataka (India).

    Section - 2

    Damage Protection Plan (TV-Wash-Ref) by Jeeves (A Flipkart-group Company)

    The terms and conditions herein are specific terms and conditions as applicable to the “Damage Protection” program. These should be read in conjunction with the General Terms and Conditions (Section - 1). These conditions are in addition to and not in derogation of the General Terms and Conditions.

    1. Definitions

      1. “Brand Warranty” or “Manufacturer’s Warranty” or “Brand Warranty Period” shall mean the Coverage provided by the brand at the time of purchase of the Covered Product.
      2. “BER” or “Beyond Economical Repair” is a benchmark where the cost of repairing the damaged Covered Product exceeds a certain threshold as defined within these T&Cs.
      3. “Functional Defects” shall mean all such defects which are covered under the Brand Warranty and may result in the non-functioning of the Covered Product.
      4. “Damage Protection” shall mean the Coverage against any claim of Accidental damage or Liquid Damage or Electrical Surge Damage as outlined in the Inclusions & Exclusions of this Plan.
      5. “Coverage Amount” shall mean the Invoice Value of the Covered Product.
      6. “Depreciation” or the “Depreciated Value” shall mean the reduction in the value of the Covered Product over time due to factors such as wear and tear, obsolescence, or market conditions
      7. “Sum Assured” shall mean the Coverage Amount of the Covered Product minus the Depreciation.
      8. “RSA” or “Remaining Sum Assured” shall mean the amount of coverage that remains after deductions resulting from previous claims. In case, there’s no previous claim, RSA shall be equal as Sum Assured.
      9. “Total Loss” occurs when the Covered Product has suffered damage that exceeds the Remaining Sum Assured (RSA), or when the device is deemed Beyond Economical Repair (BER).

    2. Background

      1. The Damage Protection Plan is a service plan that provides protection against the variety of damages and malfunctions to the Covered Product after Plan Activation.
      2. The Damage Protection Plan shall only entail Coverage against any incidents for Damage Protection for the Covered Period.

    3. Plan Key Features

        1. List of key features of this Plan are added in the table below,

    Damage Protection

    Number of Claims

    One (1)

    Coverage Amount / RSA

    (% of device value as per purchase invoice)

    Refer clauses below

    Total Promised SLA

    30 days

    Plan Duration

    Up to 3 years (depending on the chosen plan)

    Processing Fee/ Deductible

    INR 500

    Inclusions

    Any accidental or liquid damage caused by indeliberate action. Also includes surge protection

    Exclusions

    Any damage which doesn’t result in non-functioning of the device including software issues

    Repair Mode

    On-site Only

    Repair Warranty

    90 days

    Plan Termination Clauses
    1. If brand or Jeeves has issued a replacement device
    2. If the product has been re-sold, or is used for any unintended use by the original customer
    3. If the product has been re-installed by the customer without Brand Authorized service
    4. If the product is used for non-personal use (ex. commercial)
        1. The list is only an indicative list of key features of this Plan and is not an exhaustive list. It should be read in conjunction with the remaining clauses in these T&Cs.

    1. Plan Activation & Grace Period

      1. Plan shall be activated upon successful installation of the Covered Product by Jeeves.
      2. During the first seven (7) days of the Policy Activation, there will be a grace period during which no claim will be admissible by Jeeves and any claim received is subject to be canceled.

    2. Covered Products

      1. List of devices: Televisions, Washing Machines, Refrigerators
      2. Refurbished, used or second-hand devices aren’t covered under this program.

    3. Claim Limits

      1. One (1) claim of Damage Protection due to unforeseeable damages, up to a maximum of Sum Assured value.

    4. Deductible

      1. Deductible shall be payable over and above the Plan Fees. It is capped at INR 500 per claim (inclusive of applicable taxes). This fee shall be non-refundable.

    5. Depreciation, BER & RSA

      1. For all practical purposes, BER shall be equivalent to the Sum Assured of the Covered Product. Whenever the repair costs exceed the Sum Assured, it shall be marked as a BER.
      2. This is the Sum Assured for applicable Covered Products inclusive of depreciation:

    Covered Product

    Year 1

    Year 2

    Year 3

    Television

    50%

    40%

    -

    Washing Machine

    40%

    30%

    20%

    Refrigerator

    40%

    30%

    0
      1. In case of service being marked as BER or if the device is beyond repair due to unavailability of spare parts, or device model being phased out in the market or any other reasons, Jeeves at its discretion may pay the Customer with the amount.
      2. There could be cases where the Customer is offered an option of refund, the refund would be equal to the Sum Assured only.

    1. Exclusions

      1. Loss or Theft of the Covered Product under any circumstances.
      2. Unauthorized repair of the Covered Product.
      3. Intentional damage to the Covered Product.
      4. Losses or Damages to the accessories and/or ancillary devices of the Covered Product (example, charging adaptor, memory cards, etc.), even if it is covered under the Brand Warranty.
      5. Non-operating & cosmetic damages to the Covered Product, such as damage to the paintwork, product finish, dents, or scratches, which doesn’t cause any functional damage to the Covered Product.
      6. Normal wear and tear of items not integral to the functioning of the Product - Routine maintenance, cleaning, lubrication, adjustments or alignments, overhaul, modification and descaling, corrosion & rusting, moveable parts.
      7. Damages to the Covered Product because of the product not being used in accordance with the Manufacturer’s guidelines.
      8. Defects due to transmission/cable/DTH or any other external source from where the signal/input are fed to the Covered Product.
      9. Loss of data or loss of installed software.

      10. Damages or losses caused by

        1. Confiscation by Government or local authorities or security agencies,
        2. Commercial hire/ rent of the Covered Product,
        3. Transit or logistics,
        4. Theft, burglary, and accidents including earthquake, storms or hurricanes, abuse, misuse, sand, dust, water, negligence, fire, flood, lightning, malicious damage, impact, corrosion, battery leakage, acts of God, animal or insect infestation or intrusion; and,
      11. Breakdowns caused by computer virus or realignments to the Covered Product.
      12. Costs if no fault is found with the Covered Product.
      13. Damage / failure caused before or during Product delivery.
      14. The cost of repairing, restoring or reconfiguring the computer software.
      15. If the Covered Product has been re-sold, or is used for any unintended use by the original customer.
      16. If the warranty seal on the Covered Product has been broken or altered, this plan will be void
      17. If the Covered Product is used for non-personal use (ex. commercial).

    2. Claim Rejections

      1. If a Claim was rejected due to any reason, the same claim cannot be logged in again.

    3. Real-world Examples

      1. This list includes the cases where the claim by the Customer shall be acceptable for processing. However, this is not an exhaustive list and the final decision on whether that claim can be accepted or rejected lies with Jeeves.

      2. Accidental Damage

        1. Televisions: A child throws a toy that hits the TV screen unintentionally, causing it to crack.
        2. Refrigerator: The refrigerator door is slammed shut too forcefully, breaking the door seals and hinges.
        3. Washing Machine: A heavy object falls on the washing machine’s control panel, cracking the display and buttons.

      3. Liquid Damage

        1. Televisions: A glass of water is accidentally spilled over the TV, seeping into the internal components and causing it to malfunction.
        2. Refrigerator: A liquid spill inside the refrigerator seeps into the electronic control board, causing it to malfunction.
        3. Washing Machine: Water leakage from the drum seeps into the washing machine’s motor, causing it to short-circuit.

      4. Surge Protection

        1. Television: A power surge during a thunderstorm damages the TV’s power supply and motherboard.
        2. Refrigerator: A sudden power surge fries the refrigerator’s compressor and temperature control system.
        3. Washing Machine: A power spike damages the washing machine’s motor and electronic control board, leading to operational failure.

    4. Claim Process

      1. The Customer should reach out to Jeeves via Customer Care numbers accessible on the Jeeves website at jeeves.co.in/support within five (5) days from the date of damage having occurred or discovered.
      2. Jeeves will initiate a payment collection link for Deductibles to the Customer. Only upon successful collection of the payment, shall Jeeves proceed to the next step.
      3. Jeeves will assign a technician visit to the Customer’s address to assess the extent of damage and/or repair the Covered Product at the doorstep itself. In either case, Jeeves will intimate the Customer.
      4. There may be cases where parts are required for repair. Jeeves will procure such parts & perform the necessary repairs.
      5. In case, Jeeves deems it necessary to offer the Customer an option for Refund, the Customer will be informed and will need to intimate the decision to Jeeves within two (2) days. If the Customer decides to reject the offer or fails to intimate Jeeves, Jeeves shall cancel & close the claim immediately. The Customer will not be entitled to another claim for the same cause again in the remaining Covered Period.
      6. The decision to offer Repair or Refund lies solely with Jeeves only.
      7. Upon successful acceptance of the refund amount, Jeeves shall pick up the Covered Product from the Customer’s doorstep, and only upon receipt of the Covered Product, the refund will be transferred. In this case, the ownership of the Covered Product will also be transferred to Jeeves.
      8. Subject to these T&Cs, and force majeure events, Jeeves will ensure that the claim is settled within three (3) days after the closure of Claim, in case of Cash Payout or Refund.
      9. In case where Jeeves performs a repair, the Customer will need to provide Jeeves with a safe working environment including but not limited to sufficient area for storage of repairs & processing of repairs.
      10. In case of any discrepancy the claim is subject to be rejected.

    5. Service Terms

      1. If the Customer has relocated to another location, “repair” facility will be provided only if the new address is located within the serviceable areas. Jeeves may opt for a direct cash reimbursement in case the address is unserviceable. In case of cash reimbursement, however, the Customer will need to produce the following:

        1. An original repair invoice from the brand authorized service center for the repairs performed on the Covered Product;
        2. Job Sheet for the repair; and,
        3. Images of the defective Product & Serial Numbers.
      2. Subject to these T&Cs and force majeure events, Jeeves shall strive for fulfilling its obligations within the defined SLAs.
      3. Any delay from the Customer during the claim period (such as delay in payment of excess fees, delay in payment of part fees, etc.) shall be excluded from the calculation of the Total Promise SLA.
      4. Any delay arising out of disruptions in the supply of spare parts from the brands shall also be excluded from the calculation of the Total Promise SLA. However, in such cases, Jeeves will promptly inform the Customer of the delay along with a written confirmation from the brand representatives on such delay.
      5. All the repairs performed by Jeeves under these T&Cs shall bear a warranty period of ninety (90) days from the date of delivery of the Covered Product back to the Customer.

    6. Other Miscellaneous Terms

      1. In any action suit or other proceeding where Jeeves alleges that by reason of the exclusion provisions any loss or defect is not covered by the terms, the burden of proving that such loss or defect is covered shall be upon the Customer.
      2. For any product/ service related queries or complaints, please reach out to our Customer Support team by clicking the link https://jeeves.co.in/support or through our chatbot by clicking the link https://fkrt.it/chFmRrNN
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