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    Flipkart Protect Extended Warranty: Terms and Conditions

    Preliminary:

    • Flipkart Protect' extended warranty service (" EW") is owned and offered by Jeeves Consumer Services Private Limited (" Jeeves"), an affiliate of Flipkart Internet Private Limited (" Flipkart"), the owner and operator of the unique resource locator,flipkart.com, whether accessed through a mobile application or any other means (" Platform").

    • This EW is available for subscription/purchase along with select products (" Covered Product") on the Platform by registered sellers. EW is available only in select cities in India. EW is applicable on Your address of purchase of the Covered Product, or in case of change in such address, only if such address is serviceable, as confirmed by Jeeves (" Service Address").

    • By purchasing the EW on the Platform, purchaser/customer (" You" or " Your") agrees to be bound by:

      • these terms and conditions (" T&Cs"); and
      • the terms of use, privacy policy, and other relevant documentation including any modifications, alterations or updates thereof, that are published on the Platform.

    EW – key features:

    • Key features of the EW, details of which are provided in these T&Cs, are as follows: -
      • Repair / Replacement for defective Covered Product ( Replacement is subject to conditions)
      • Genuine spare parts used for repair of Covered Product
      • Free of cost at-home service
      • 21 days SLA commitment

    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:

      • Purchase Price : is purchase price of the Covered Product prior to any discounts but including applicable taxes.
      • EW Coverage Start Date : is the date after the expiry of the Manufacturer's Warranty on the Covered Product.
      • EW Coverage Term : is 12/24 months from the EW Coverage Start Date subject to these T&Cs.
      • Sum Assured /Coverage Amount : For 1 Year Extended Warranty, it is 80% of the Purchase Price. For 2 Year Extended Warranty, it is 80% of the Purchase Price in 1st Year and 70% in 2nd Year.
      • Remaining Sum Assured: at any point of time within EW Coverage Term, is the Sum Assured minus the sum of previous Claim amounts.
      • Manufacturer's Warranty : Warranty coverage provided by the manufacturer in respect of the Covered Product. Manufacturer's Warranty is assumed to begin on the date of purchase of the Covered Product as mentioned on the Invoice.

      • SLA : SLA (service level agreement) is defined as the total time elapsed between first on-site visit for repair to when the product in back in working condition after repair/replacement

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

      • Part Payment : is calculated as repair estimate minus Remaining Sum Assured.

      • Invoice : The original invoice that has been issued to you by the retailer for purchase of the Covered Product
      • Calendar Days : Includes all 7 days (weekdays and weekends); excludes national & regional holidays

    EW Applicability/Non-applicability:

    • EW is applicable only if, during the EW Term, the Covered Product suffers a manufacturing defect led breakdown as per the Manufacturer's Warranty. EW covers:

      • Cost of genuine spare parts;
      • Cost of on-site repair by service engineer

    • EW is not applicable in either of the following cases:

      • Physical or accidental damage of any kind that causes internal or external components of Covered Product to malfunction.
      • Batteries, charger, USB cord, physical damage, cosmetic damage or periodic deterioration is not covered under the policy
      • Repair of the product due to misuse, abuse, neglect, or improper maintenance
      • Problems or defects caused by unauthorized operations or failure to follow the manufacturer's operation or maintenance instructions
      • Damage caused by unauthorized repair personnel is not covered. Unauthorized repair or replacement of covered products shall result in the cancellation of this plan
      • Replacement or fixes of unauthorized software not installed by respective brand/company
      • Issues arising on account of liquid/water spillage.
      • Issues arising out of wear and tear of the Covered Product.
      • Issues or costs arising due to unauthorized repairs carried out on the Covered Product, improper usage and defects due to electrical wiring, plug(s), switches, extension box, inverter, grounding defects, damages due to sudden surge fluctuation, fluctuating voltage, loose contacts etc.; and damages resulting from external causes like rat bite(s), insect infestation or intrusion.
      • Breakdown on account of any accessories not originally provided by the manufacturer of the Covered Product.
      • Issues arising as a result of non-operating or cosmetic deterioration that do not affect the functionality or operation of the Covered Product.
      • If modifications are carried out in consonance with the brands' policies using genuine parts and through authorized service centers which increase the value of the Covered Product, then the EW will continue to apply to the Covered Product. However, the EW will only cover the Remaining Sum Assured, based on the original Invoice value of the Covered Product and will exclude the modifications carried out.
      • Performing actions on the Covered Product that cause the Manufacturer's Warranty to be void, including but not limited to Covered Products that have been modified, altered, adjusted or repaired, serviced, moved, removed, installed, by unauthorized persons.
      • Breakdown or consumption of consumable products such as batteries, chargers, earphones, headphones
      • Breakdown caused by a failure to follow the manufacturer's installation or operating instructions.
      • Covered Product(s) with removed or altered serial numbers.
      • Damage to computer hardware, software and data caused by, including, but not limited to virus, application programs, network drivers, source code, object code or proprietary data, support, configuration, installation or reinstallation of any software or data.
      • Any fraudulent descriptions or misrepresentations by You.
      • Malfunction of the Covered Product resulting from inadequate safekeeping, storage at high temperatures or humidity, storage with mothballs or leakage of batteries.
      • Damage occurring due to natural calamities like floods, earthquakes and acts of God.
      • Products used for commercial uses not covered.
      • Defects not covered by the Manufacturer's Warranty of the Covered Product.

    EW – Details & Steps to be followed:

    • In the event of a claim request under the EW, You are required to do the following:
      • Intimate Jeeves about the defect and the corresponding issue at 1800 4252 5252 and provide other relevant information required by Jeeves.
      • If Jeeves, at its sole discretion, considers that EW is applicable on the claim request (such approved/ accepted claim request referred to as " Claim"), Jeeves may attempt to resolve the issue over a telephone call on your registered mobile number failing Jeeves shall schedule a technical visit at your Service Address. You shall cooperate with Jeeves team in this regard.
      • In case the defect is not resolved and upon receipt of email from Jeeves, share documents (i.e. Serial number of the Covered Product, EW invoice/certificate, Product Purchase Invoice, valid identity proof issued by the Government of India and images of the Covered Product) as required and communicated by Jeeves within 72 hours from receipt of email in order to further process the Claim. If the Serial Number of the Covered Product has changed as a result of repairs or product exchange by the manufacturer, You will provide Jeeves with the relevant documentation clearly indicating the old and new Serial Number along with the date and reason for the change in the Serial Number.
      • Only upon receipt of required documents, Jeeves will arrange tech-visit by Jeeves Authorized technician to the service address.
      • Upon tech-visit, Jeeves authorized technician will diagnose the product, and will try to fix the issue. If the issue is not fixed, follow up visit will be scheduled for repair
      • Jeeves' authorized technician will visit along with genuine spare parts required if any to repair the laptop.
      • In case, Jeeves decides to offer replacement of the Covered Product , You will be provided the choice to either opt for replacement or get back unrepaired Covered Product. If You opt to get back the unrepaired Covered Product, Your Covered Product will be delivered within the SLA to your Service Address. 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 refurbished device with equal or equivalent features. The make and model of the new or refurbished replacement will be at the sole discretion of Jeeves. In case of replacement, the Covered Product will be retained by Jeeves and Your Sum Assured under EW will be consumed and this EW will automatically stand terminated vis-à-vis Your Covered Product. Jeeves will provide warranty service on the replacement device, terms and conditions of which will be communicated to You on Your registered email ID, for the remainder of the EW Coverage Term.
      • While processing the Claim, if at any time, Jeeves determines that there has been any misrepresentation, wrongful description or non-disclosure of any material fact significant to the Claim, then all benefits under this EW shall be forfeited and stand cancelled vis-à-vis the Covered Product.
      • In case the cost of repair/replacement is beyond the Remaining Sum Assured, You will be provided the choice to either get back unrepaired Covered Product or make online Part Payment though the link shared by Jeeves on your registered email ID and mobile number within 72 hours of payment request.

    Coverage:

    • Under no circumstances and in no event shall EW cover an amount that exceeds the Remaining Sum Assured.
    • In case the cost of repair exceeds 70% of the cost of the product or the product cannot be repaired within the reasonable time or reasons beyond its control, Jeeves shall have the discretion to replace the product with equivalent/working model of any brand/make or sum assured. This replacement product may be new or refurbished, discretion of which lies solely with Jeeves and shall be binding on Customer

    EW – Service Assurance:

    • Subject to the other terms and conditions mentioned in these T&Cs and force majeure events, Jeeves ensures " Twenty-one Calendar Days" SLA for all Claims.

    • If Jeeves is unable to meet the above SLA, You will be eligible to receive a Token of Apology (TOA) from Jeeves as per table below, provided that:

      • In case of Part Payment, is no delay in payment by the customer beyond the TAT provided by Jeeves. Any delay in response will extend the SLA by the delayed period.
      • In case of replacement option provided to You, You respond immediately on the telephone call with the Jeeves team whether to go ahead with the replacement or return the unrepaired Covered Product. Any delay in response will extend the SLA by the delayed period.

    • Table for TOA :

    SLA breach TOA for You
    Delay in repair/ replacement beyond 21 days Flipkart egv 500
    Delay in repair/ replacement beyond 30 days Flipkart egv equivalent to the sum assured value

    Other terms and conditions:

    • Customer must be at least 18 years old on the date of purchase of this EW

    • 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 4252 5252 Responsibility of informing Jeeves and transferring the EW rests upon You/ original beneficiary.Post KYC validation of original beneficiary, EW will be transferred to the new beneficiary.

    • EW can be cancelled only if the parent product is cancelled before delivery. Post-delivery of parent product; customer can raise a return request only on EW either through self-serve or by contacting Flipkart Customer Care.
    • Jeeves may subcontract the services provided under the EW without notice to You.
    • 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 and Jeeves will not be responsible for any loss or claims that You may have in this regard.
    • By purchasing the EW, it would be deemed that You have given Your consent to contact you through call, SMS or email on the details provided by them for the purpose of this EW.
    • You acknowledge and confirm that you are aware of the nature of telecommunications/ internet services and that an email transmission may not be received properly and may be read or be known to any unauthorized persons. You agree to assume and bear all the risks involved in respect of such errors and misunderstanding and Jeeves and Flipkart shall not be responsible in any manner.
    • This EW is a contract between You and Jeeves in relation to the EW and Flipkart and seller/retailer of the Covered product is not/shall not be a party to the same and shall not be responsible for any of Your grievances with regards to the services to be performed by Jeeves under this EW.
    • 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.
    • You hereby agree to indemnify and keep Jeeves and/ or Flipkart harmless against all damages, liabilities, costs, expenses, claims, suits and proceedings (including reasonable attorney's fee) that may be suffered by Jeeves and/or Flipkart as a consequence of (i) violation of these T&Cs by You; (ii) violation of applicable laws by You; (iii) any action or inaction resulting in willful misconduct or negligence, on Your part.
    • 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.
    • This document is an electronic record in terms of Information Technology Act, 2000, and the Rules there under 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 EW is valid only within the territorial limits of India.
    • The EW 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.
    • 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.
    • In case replacement is offered or refund is made, the defective product shall become Jeeves' property and taken back and EW for the product will be terminated without any refund.
    • Product is only serviceable when used in the location as per the address given by the Customer to Jeeves or on addresses serviceable under Laptop EW program. Address change, if any should be notified with 7 days by the customer by calling Jeeves customer support at 1800 4252 5252
    • While Jeeves offers transfer of EW services from one location to another, it will be subject to Customer promptly intimating Jeeves of the new address and obtain the validation of the EW at the changed location. 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 EW and no refund shall be applicable.
    • In case the Manufacturer replaces the 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 EW for the replaced product having different serial number.
    • Jeeves shall be entitled to cancel the EW, If the original Manufacturer refunds price of Product to the Customer.

    • While Jeeves promises to attend the defects for the product covered EW on priority, Jeeves shall not be responsible for consequential loss if any to the customer. The maximum liability of the Jeeves shall be limited to refund of the EW cost paid by the customer less taxes.

    • Jeeves will not be responsible for any loss of data stored in the device. Customer's device may be formatted during the repair process. Customer will be responsible to backup data before handing over the device to the pickup agent.

    Contact Details:

    • In case of any queries or if you are not satisfied with the services provided by Jeeves, you can contact us on:
    Event Mail ID Response TAT Availability
    Escalation 1 extendedwarranty@jeeves.co.in 24 working hours 10:00 AM to 6:00 PM, Mon to Sat*
    Escalation 2 escalations@jeeves.co.in 12 working hours 10:00 AM to 6:00 PM, Mon to Sat*
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