Extended Warranty Plan Terms and Conditions

The following are the terms and conditions for the Extended Warranty Plan (hereinafter referred to as “Plan”/"EW") has been entered into between Jeeves Consumer Services Private Limited, hereinafter referred to as "Jeeves", incorporated under the Companies Act, 1956 and having its Corporate office at Buildings Alyssa, Begonia & Clover, Embassy Tech Village, Outer Ring Road, Devarabeesanahalli Village, Bengaluru – 560103, Karnataka, India and the name & address of the customer, herein referred to as "Customer", mentioned in the application form. The terms & conditions of EW shall be fully binding on the customer for the product/appliance/equipment covered, herein referred to as "Covered Product".

What is covered under this Plan?

1. Cost of labour
2. Cost of parts
3. Cost of at-home service
4. Cost of transportation (if required)
5. Gas charging for refrigerator & air-conditioner (only in case of complete disruption of cooling function which mandatorily involves spare part replacement)

Plan Period – The EW is applicable for a period of 12 months (1-year EW) or for a period of 24 months (2- year EW) from the date of the expiry of the Manufacturer’s Warranty

Eligibility Criteria – Customer to be 18 years of age at the time of purchase of the Plan Qualified Covered Products:

1. Entertainment products - Plasma/LCD/LED televisions from select brands, 2. Home

Appliances: Air Conditioner, Refrigerator, Washing Machine and Microwave Oven from select Brands

The above list is subjected to change without prior notice.

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:

1. Purchase Price: is purchase price of the Covered Product after discounts including taxes
2. EW Coverage Start Date: is the date after the expiry of the Manufacturer’s Warranty on the Covered Product
3. EW Coverage Term: is 12/24 months from the EW Coverage Start Date subject to these T&Cs
4. 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% of the Purchase Price in 2nd Year
5. Remaining Sum Assured: at any point of time within EW Coverage Term, is the Sum Assured minus the sum of previous claim amounts
6. 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
7. SLA: SLA (service level agreement) is defined as the total time elapsed between first on-site visit for repair to when the Covered product is back in working condition after

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

1. Replacement: Replacement of the Covered Product is subject to availability of similar model on best effort basis if the product is not able to repair in 30 days or non-availability of spare parts from the brands for more than 30 days and In case replacement is not available, the customer would be given refund as per Remaining Sum Assured (‘RSA’), at the sole discretion of Jeeves.
2. Part Payment: is calculated as repair estimate minus Remaining Sum Assured. 10. Invoice: The original invoice that has been issued to you by the retailer for purchase of the Covered Product
3. Calendar Days: Includes all 7 days (weekdays and weekends); excludes national & regional holidays

4. What is covered?Cost of labour

   1. Cost of parts
   2. Cost of at-home service
   3. Cost of transportation (if required)
   4. Gas charging for refrigerator & air-conditioner (only in case of complete disruption of cooling function which mandatorily involves spare part replacement)

5. What is not covered?

   1. Batteries, charger, USB cord, physical damage, cosmetic damage or periodic deterioration is not covered under the policy
   2. Normal routine maintenance, cleaning, lubrication
   3. Normal wear and tear items, not integral or necessary to the functioning of the products or routine service, or if there is wear and tear on the parts
   4. Repair of the Covered product due to accident, misuse, abuse, neglect, or improper maintenance
   5. Problems or defects caused by unauthorized operations or failure to follow the manufacturer's operation or maintenance instructions
   6. Damage caused by unauthorized repair personnel is not covered. Unauthorized repair or replacement of Covered products shall result in the cancellation of this Extended Warranty Plan.
   7. Hardware or Software failure due to physical damages, improper site conditions, rain or weather conditions, liquid spillages and voltage spikes is excluded
   8. Any problems or defects not covered by Manufacturer’s Warranty
   9. Replacement or fixes of unauthorized software not installed by respective brand/company
   10. Service made necessary by any external cause, including fire, theft, acts of God, alteration, problems arising from software or hardware not supplied by the Manufacturer, power failures or shortages is excluded
   11. Commercial usage of Covered product as defined forth - Commercial usage means Covered products used in an industrial or commercial setting for purpose of generating profit. An industrial or commercial setting is defined as non-residential, multiuser, communal or industrial use.
   12. Any defects which are subject to manufacturer’s recall or which are covered under any other Plan or reimbursements
   13. Consequential/incidental losses of any kind
   14. Ignorance of any kind on the part of end customer
   15. Transportation damage is not covered
   16. Service of Covered product on which the Manufacturer’s label or logo, rating label or IMEI number have been defaced or removed or have been modified to alter their functionality or capability without the written permission of manufacturer
   17. Claims that are false or fraudulent or intentionally exaggerated or if any false

Declarations or statements be made in support thereof; no claim shall be recoverable hereunder

• 1. Service or parts to correct problems resulting from the use of attachments, accessories, or alterations, not conforming to manufacturer
  2. Lenses or flash unless covered under Manufacturer’s warranty
  3. Replacement of missing parts, the provision of retrofits or preventative maintenance is excluded
  4. Service of Covered products which are not supported by valid Proof of Purchase by customer shall not be admissible under the policy
  5. Service on third party products or software not supplied/authorized by the Manufacturer that may be installed in or used in connection with the Covered product
  6. Service for software related faults resulting from incorrect software installation or usage, or software viruses, or software inherent bugs
  7. Service made necessary by use of incompatible third party products
  8. No responsibility for any software Plan, data or other information stored 26. If customer authorizes the repair or any services excluded under this warranty, Customer shall pay its repair fees for such work Plastic, rubber, sheet-metal parts, operating damages (physical), paintwork, product finish, dents, scratches, plugs, fuses, rubber pads, stabilizer, grills, casing, trays, batteries, light bulbs, light covers, cables, filters (lint/air/water), attachments, toner, ribbons, tapes, or any other add-ons (accessories such as blades, jars, covers, plates etc.)

1. Damages caused due improper usage and defects due to electrical wiring, plug, switches, extension box, inverter, grounding defects and damages due to accidents, sudden surge voltage, fluctuating voltage, loose contacts etc. and damages resulting from rat bite, insect infestation or intrusion
2. Damages due to negligence, dust, water seepage, corrosion, battery leakage or due to natural calamities like lightning, flood, earthquake, other acts of God etc.
3. Installation, removal, dismantling, moving, transfer
4. Defects due to transmission/cable/DTH or any other external source from where the signal/input are fed to the Covered product
5. Covered product which has been modified, altered, adjusted or repaired / serviced / moved / removed / installed by unauthorized person/s.
6. EW cannot be transferred
7. Remote control
8. Jeeves will be excused from its Extended Warranty obligation if during the course of the Manufacturer’s Warranty the manufactured was to refund to the Customer the cost or portion of the cost of the covered product in settlement of its warranty obligations
9. 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.

Jeeves may not be accountable for any claims that fall under Manufacturer’s Warranty

Category.

Any part that is covered/falling under the scope of OEM Warranty period will be out of the scope of this plan.

Buying Extended Warranty and availing services

1. Extended Warranty Plan can be purchased from Flipkart website at the time of product purchase or Jeeves authorised representative.

   • Information on EW, registration of a breakdown call, changing of registered address or other customer / product details can be obtained by reaching out either by visiting https://jeeves.co.in/support or by using our chatbot at https://fkrt.it/chFmRrNN.

Service - All days of the week except Sundays and public holidays. Working hours – 9:30 am to 6:00 pm. Appointments for home visits will be fixed as per mutual convenience.

Terms of coverage

• • The EW is applicable for a period of 12 months (1-year EW) or for a period of 24 months (2- year EW) from the date of the expiry of the Manufacturer’s Warranty.
  • The EW should be purchased within three months (90 days) from the date of purchase of the product.
  • EW will cover only products that are covered by Manufacturer’s Warranty of 1 or 2 years 4. This EW only applies to items purchased as new. There is no cover for items described as ‘used’, ‘second hand’ or ‘refurbished’
  • You must be at least 18 years old on the date of purchase of this EW
• This EW is limited to products with Manufacturer’s Warranty that are purchased in select cities within defined geographic boundary of the Republic of India. Information on whether EW services are available in your city will be provided at the point of purchase of the EW
• 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
• At point of service, Customer is required to show a proof of purchase (either – 1. Product purchase invoice AND/OR 2. Original Manufacturer’s Warranty certificate/card) of product. Jeeves reserves the right to deny service and cancel the EW, without any refund whatsoever, if Customer fails to produce the above information
• If an event occurs that may give rise to a claim under this Policy, or there are circumstances that are likely to give rise to a claim, Customer must inform Jeeves immediately, and, in any case by way of written intimation or by registered post not later than 7 days from the occurrence of the loss or the event giving rise to the claim

Scope of coverage

• • This EW covers the cost of parts and labour charges for at-home service within the city/municipal limits of the Jeeves Service Centres. Cost of carry-in for defective products that need to be transported to the service center is also covered under the EW.
  • During the validity of the EW, Jeeves will attend to the defects reported by the customer, including replacement of the defective electrical/electronic components that are required to be replaced to make the product electrically functional. This is subject to the condition, the breakdown of the product being due to normal usage.
  • In case the defected unit needs to be transported to service center, Customer shall arrange for the same and Jeeves will reimburse the amount. Customer shall take full responsibility of the product during transportation and indemnify Jeeves of any damage that occurs during this process.
  • 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 the cost of repair exceeds 70% of the cost of the product or the product cannot be repaired within 30 Calendar Days from the date of receipt of the claim, or for reasons beyond its control, Jeeves shall have the discretion to replace the product with equivalent/working model of any brand/make or refund the Remaining Sum Assured. This replacement product may be new or refurbished, discretion of which lies solely with

Jeeves and shall be binding on Customer.

• • In case replacement is offered or refund is made, the defective product shall become Jeeves' property and taken back and EW for the Covered product will be terminated without any refund.
  • The maximum liability under this Contract shall be the Sum Assured. Liability for replacement will be calculated at Covered product's depreciable value (at normal rate of 20% for 1st year of EW and 30% for 2nd year of EW) and previous claims, if any
  • If Customer receives repairs or replacements up to the calculated value for the Covered product covered under EW, or receive a replacement product of equal functionality and features, your EW coverage will immediately cease

EW covered product usage

• • Product is used only for domestic & personal and not for commercial purposes
  • Product is used as per the manufacturer's guidelines and as specified in the user manual supplied along with the product.
• Product is used in the location as per the address given by the Customer to Jeeves. Address change, if any should be notified in advance by the customer either by visiting https://jeeves.co.in/support or by using our chatbot at https://fkrt.it/chFmRrNN.
• Product is used in the location as per the address given by the Customer to Jeeves. Address change, within 25kms of installation address, if any should be notified in advance by the customer through either of the following means. Address change more than 25kms will lead to termination of policy.

• EW stands void if

  • Serial number of Covered product has been altered, defaced or removed
  • Covered product which has been modified, altered, adjusted or repaired/serviced/installed/removed by unauthorized person/s
  • Covered product which has been transferred by Customer to any other person

• Representation and Responsibilities of Customer

  • To avail service, Customer must produce to Jeeves, at the time registration of complaint and at point of service- proof (serial number of EW certificate) of purchase of this EW and either

    1. Product purchase invoice or
    2. Original Manufacturer's Warranty certificate/card
  • Correctly select the right Extended Warranty Plan for your product based on condition, price or purchase location
  • Properly maintain, store and use your item according to the manufacturer instructions 4. Customer shall provide representative of Jeeves, complete access to Covered product in order to effect necessary adjustments and/or repairs
• Customer shall provide adequate storage space for spare components, test Product/Equipment and adequate working space, light, heat, ventilation and electric current for use of Jeeves representative for provision of Services at Customer’s location
• Customer shall take approval on occurring cost estimate in case of situations where Jeeves or its representative/s is/are not directly in service – repairs, spare replacement, transportation of product to service center etc. This approval of cost estimate will be solely at Jeeves discretion and Customer shall engage with the activity only after Jeeves has approved of the cost involved

• Charges and payments

  • For problems/defects/parts/services not covered by EW, services/parts provided by Jeeves, Customer shall forthwith make payment towards cash receipt or invoice is issued by Jeeves or its authorized representative Charges payable by Customer are inclusive of taxes, duties or levies unless explicitly stated
  • If due to any reasons, the Covered product is replaced by the original Manufacturer with a Product of different size/capacity/model/brand, Customer shall be responsible to make payment of differential amount to Jeeves for increase in the charges due to change in Product
  • Jeeves shall however, not be responsible for refunding if replacement of Covered product by the original manufacturer with a Product of different size/capacity/model/brand leads to reduction in charges for EW services

• Other terms & conditions

  • While Jeeves promises to attend to the defects for the Covered product on priority, Jeeves shall not be responsible for delay in service and 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
  • In case the Covered product is sold/transferred to another party or the Covered product is not available at the registered address/location, the EW shall get automatically terminated and no refund shall be applicable (unless as applicable under clause H.3) M. Cancellation of Claim
• One attempt per day for 5 days will be made to the customer to communicate the refund amount. If the customer is still not contactable, the case will be moved to a suspense account. After 5 days, reminders will be initiated once a week till the case is cancelled.
• One attempt per day for 5 days will be made to the customer to collect bank details. If the customer is still not contactable, the case will be moved to a suspense account. After 5 days, reminders will be initiated once a week till the case is cancelled.
• If the customer is not reachable or not responding, the case will be parked in the suspense account till the customer connects back.
• If a customer connects back after 90 days for claim settlement, new claim will be registered if the policy is still active. In case, the policy has expired, a new claim would not be registered.
• Cancellation of EW

Notwithstanding any of the above, Jeeves shall be entitled to cancel or change the scope of services without any notice in any of the following events:

• If the Customer is in breach of EW and the Customer does not rectify the breach within 3 (three) days of notification by Jeeves
• If the Customer is declared insolvent or bankrupt
• If a trustee is appointed to take over the assets of Customer
• If the original Manufacturer refunds price of Covered product to the Customer
• The conditions of Force Majeure continue for such length of time that further performance of Services would be commercially frustrating
• If Customer fails to adhere to requirements as prescribed by Jeeves
• If the Customer is not submitting the requested documents
• If the Customer is not agreeing for pick-up of defective product
• If the Customer is not agreeing to the refund as per T&C
• In the event of cancellation for any reason whatsoever, Jeeves shall be entitled to recover all outstanding payments due and payable by the Customer. Jeeves shall, under no circumstances be responsible for refunding any amounts to the Customer including without limitation due to cancellation of the EW by Customer or by Jeeves, except as provided under condition L.2
• Revalidation of EW

• 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 obtaining the validation of the EW at the changed location either by visiting https://jeeves.co.in/support or by using our chatbot at https://fkrt.it/chFmRrNN. The installation of a transferred product requiring so, should be done only by a Jeeves authorized person. 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

  1. In case the Manufacturer replaces the Covered 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 only offers transfer of EW services from one location to another, if the new address is within 25kms distance from the previous address. If the new address is within 25kms from the old address of installation, it will be subject to Customer promptly intimating Jeeves of the new address and obtaining the validation of the CAP at the changed location either by visiting https://jeeves.co.in/support or by using our chatbot at https://fkrt.it/chFmRrNN.. The installation of a transferred product requiring so, should be done only by a Jeeves authorized person. 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. If the address is more than 25kms, the policy will lapse with immediate effect.

1. Data protection

The details you provide to make your EW purchase will be stored and used by the Administrator – Jeeves Consumer Services Pvt. Ltd. This information may be shared with third parties for the purpose of handling claims and repairs. Your data will, at all times, be held securely and handled with the utmost care in accordance with all principles as defined by Data Protection Laws of India.

1. Service Recovery policy for VAS, at product level

Scenario	Policy terms	Service Recovery
Service SLA breach (Excluding customer	Service SLA: 30 Calendar Days from the date of raising the claim	If there is a breach of 30 days, then Jeeves will refund the Remaining Sum Assured amount Sum Assured:
initiated breach)		EW 1st year = 80% EW 2nd year = 70%

* all values as a % of the Product Purchase Price

Note: Refund of Remaining Sum Assured amount should only be initiated post receipt of Original Product from customer end. Ownership of the original Product has to be transferred by the Customer to Jeeves. The transfer of ownership can be done through the execution of transfer agreement at the time of pickup of the Product.

1. Arbitration

This agreement/any dispute arising herein shall be subject to Arbitration act and/or any statutory act, amendment or modification thereof, from time to time in force. The venue of such arbitration shall be in Bangalore city and only the courts in Bangalore city shall have the jurisdiction in relation to such arbitration.

General Terms and Conditions for Extended Warranty Plan:

• This Plan is valid only in India. The minimum age of the customer to participate in Plan is 18 years.
• 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 to 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
• Plan is open to only end customers and not resellers.
• The original Product should be bought on the Platform.
• 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 Jeeves, 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 Plan is valid only on a limited inventory and is valid only for a limited period. ● By participating in the Plan, customers agree to the collection and usage of their personal information by Jeeves and acknowledge that they have read and accepted Jeeves’s privacy policy. Further, the Customer hereby agrees that his personal information may be transferred by Jeeves, or any other entity involved in the management of the Plan ● The operation of the Plan is subject to force majeure events and on the occurrence of such an event, the Plan may be withdrawn at the sole discretion of Jeeves and Jeeves shall not be liable for damages under any circumstances.
• The customer shall contact Jeeves for any disputes/issues related to the Plan and 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 Jeeves shall not be held liable .
• The Plan is subject to applicable laws and regulations and is void where prohibited by law. In an event that the operation, security, or administration of the Plan is impaired in any way for any reason, including, but not limited to fraud, virus, or other technical problem, Jeeves may, in its sole discretion, either
• to cancel the Plan and refund the Price
• to suspend the Plan to address the impairment and then resume the Plan in a manner that best conforms to the spirit of these laws.
• 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 Plan and the Terms and Conditions herein shall be governed by the laws of India. The courts of Bengaluru shall have the exclusive jurisdiction for any disputes arising out of the Plan and/or this document.
• Subject to the above, all the terms and conditions of the Plan as given hereof and standard terms and conditions, user agreement, privacy policy (subject to change) of Jeeves 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 Jeeves, the terms and conditions, user agreement, terms of use and privacy policy on Jeeves shall prevail.