Flipkart Protect Extended Warranty - Terms and Conditions

Preliminary:

The following are the terms and conditions for the Mobile Extended Warranty program operated by Jeeves Consumer Services Private Limited, here in after referred to as "Jeeves", incorporated under the Companies Act, 1956 and having its Registered Office at Corporate office at Buildings Alyssa, Begonia & Clover, Embassy Tech Village, Outer Ring Road, Devarabeesanahalli Village, Bengaluru – 560103, Karnataka, India. The program is operated on the platform (www.flipkart.com)/ Flipkart M App/ Flipkart Lite Platform (“Platform”).

  1. Mobile Extended Warranty plan ("Program") is a program consisting of: (i) Repair service provided by Jeeves Consumer Services Private Limited ("Jeeves") and (ii) Extended Warranty cover provided by Bajaj Allianz General Insurance Company Limited ("BAGIC") via F1 info solutions and services private limited ("F1").The Program is available for purchase on the e-commerce platform,www.flipkart.com, whether accessed through a mobile application or any other means ("Platform")
  2. This Extended Warranty is available for subscription/purchase along with select products ("Covered Product") on the Platform by registered sellers. Extended warranty 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").
  3. 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 Extended Warranty Plan within the permitted purchase window. However, the product will be covered for 12 months from the expiration of the brand warranty of the product.
  4. In case of any discrepancy in modes of communication in any of the terms between these Terms and Conditions (“T&C”)and any other mode of communication, the T&C takes precedence over all such sources and the terms set forth in these T &C's shall prevail.
  5. In order to subscribe to this program, customer ("You" or "Your") shall be required to pay a specified Subscription Amount which has two components a) insurance enrollment fees and; b) Jeeves service fees (for services being rendered by Jeeves other than the insurance component covered in point (a) hereinabove). On payment of the Subscription Fees, You agree to be bound by
  6. these terms and conditions ("T&Cs");
  7. the terms of use, privacy policy, and other relevant documentation including any modifications, alterations or updates thereof, that are published on the Platform; and
  8. terms and conditions of Jeeves

Extended Warranty - 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.
  • Single customer touch point for any issue related to program
  • Repairs by Brand authorized service centers with pick and drop
  • Promised turnaround time of 10-15 business days from product pickup to first attempt of delivery

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 months from the EW Coverage Start Date subject to these T&Cs.
  • Sum Assured /Coverage Amount: is 80% of the product purchase Price.
  • Beyond Economical Repair value : is 80% of the product purchase price
  • 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.
  • Repair warranty: is a 30 day repair warranty (from the date of repair done under the EW) on the repairs done on the Covered Product under this EW under which in case of recurrence of the repaired issue, Jeeves will repair such issue free of cost.
  • SLA: SLA (service level agreement) is defined as the total time elapsed between the pick-up of the Covered Product from the Service Address and the first attempt to deliver the repaired/replaced Covered Product to the Service Address. EW offers a 10 to 15 Business Days repair/refund/replacement SLA to You.
  • 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.

EW Applicability/Non-applicability:

  1. 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 spare parts;
    • Cost of labour; and
    • Cost of transporting the Covered Product for repairs and applicable taxes
  2. 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.
    • Issues arising on account of liquid/water logging.
    • Issues arising out of wear and tear of the Covered Product.
    • Issues or costs arising due to unauthorised 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 authorised 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 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 unauthorised 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 IMEI/serial numbers.
    • Damage to mobile 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:

  1. Intimate Jeeves about the defect and the corresponding issue at (080- 69290888 or 080-45471077) . You may be asked to submit additional documents and other relevant information on a case-to-case basis for processing claims.and provide other relevant information required by Jeeves .
  2. While processing the extended warranty claim, if at any time, Jeeves determines that there has been any misrepresentation, wrongful description, fraudulent activity or non-disclosure of any material fact significant to the extended warranty Claim, then all benefits under this Program. The Program will automatically stand terminated vis-a-vis the Covered Product.
  3. 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 will attempt to resolve the issue over a telephone call.
  4. In case the defect is not resolved and upon receipt of email from protect @ jeeves.co.in, share documents (i.e. IMEI number of the Covered Product, 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 IMEI/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 IMEI/Serial Number along with the date and reason for the change in the IMEI/Serial Number.
  5. Only upon receipt of required documents, Jeeves will arrange and allocate door-step pickup service though Jeeves' logistics partner(s) from the Service Address.
  6. you shall pack the Covered Product and keep the Covered Product ready for pickup as per the instructions provided to You over your registered email Id and mobile number. Your device will be picked within 72 hours of pick-up allocation.
  7. Jeeves' logistics partner will pick up the packed Covered Product from the Service Address and ship it to Jeeves' authorized repair center for either repair or replacement, as determined by Jeeves at its sole discretion depending on the factors including, but not limited to, cost of repair, availability of spares and time to serve.
  8. In case, F1 decides to offer a replacement/refund option (under the sole discretion of F1) of the Covered Product, You will be provided the choice to either opt for replacement/refund or get back unrepaired Covered Product. If You opt to get back the unrepaired Covered Product, Your Covered Product will be delivered within the 10-15 business days SLA to your Service Address. If You opt for replacement of Covered Product, the Covered Product will be replaced with a product containing similar features and which is of an equivalent make, as per industry and market standards. The replacement device may either be a new or a device with equal or equivalent features. The make and model of the new or refurbished replacement will be at the sole discretion of F1. In case of replacement, the Covered Product will be retained by F1. Jeeves will provide warranty service for the remainder of the Program Coverage Term, on the replaced device, terms and conditions of which will be communicated to You on Your registered email.
  9. 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.
  10. 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 30 hours of payment request.
  11. Once the Covered Product is repaired/ replaced, Jeeves' logistics partners will have the Covered Product shipped back to Your Service Address.

Coverage:

  1. Under no circumstances and in no event shall EW cover an amount that exceeds the Remaining Sum Assured.

Returns and Cancellation:

  1. You shall have the option to cancel the EW within 10 days of purchase of the same, subject to You not having availed any service under such EW purchased. You can cancel the EW purchase order by following the instructions under "My Orders" section of the Platform or by contacting Flipkart customer care number available on the Platform
  2. The EW will be auto-cancelled once the purchase order of the Covered Product is cancelled or returned. Upon cancellation of the EW, the entire purchase price of the EW will be refunded to You.

EW – Service Assurance:

  1. Subject to the other terms and conditions and force majeure events, Jeeves/F1 ensures " Ten to Fifteen Business Days (Depending on Pincodes)" service assurance from successful pickup of the device for all Claims. Activities during this period include: Covered Product pickup, repair/replacement, first attempt of door-step delivery.
  2. 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:

    1. The promised SLA of Jeeves under these Terms and Conditions are subject to restrictions based on local, State and Central Government's notification on operation of the Jeeves from time to time and unavoidable circumstances, force majeure events and in other emergencies. You agree and confirm that Jeeves shall not be liable for any breach of the SLA arising out of such local, State and Central Government's restrictions on movement, lockdowns, unavoidable circumstances, force majeure events and in other emergencies.
    2. The SLA period for Jeeves under these Terms and Conditions shall be calculated from the day lockdown/restrictions are lifted or the emergency ends at the respective locations.
    3. 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 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.
    4. In case of replacement/refund option (under the sole discretion of F1) provided to You, you respond immediately on the telephone call with the Jeeves team whether to go ahead with the replacement/refund or return the unrepaired Covered Product. Any delay in response will extend the SLA by the delayed period.
  3. Following is the amount customers will get in case of a refund to be issued by F1. Refund is not applicable for part payment denied by customers, except in case of Beyond Economical Repair considered it is the first claim. BER refund is not applicable from the second claim.

Period

Refund Value

13th to 24 month

Remaining Sum Assured Amount

  1. In case of all repairs done under this EW, Jeeves shall provide Repair Warranty on the same
  2. Table for TOA

SLA breach

Token of Apology for the Customer

First attempt delivery not done within promised number of days (As documented in T&C document sent post purchase via email) from Covered Product pickup

Flipkart EGV worth INR 500

Other terms and conditions:

  1. 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. Responsibility of informing Jeeves and transferring the Program rests upon You/ original beneficiary. Post KYC validation of original beneficiary (including but not limited to Plan ID, IMEI Number and email ID), Program will be transferred to the new beneficiary.
  2. Jeeves may subcontract the services provided under the EW without notice to You.
  3. 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.
  4. 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.
  5. 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.
  6. 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.
  7. 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.
  8. The customer releases and holds harmless Flipkart, Jeeves Consumer Services & F1 infoservices, 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.
  9. The customer agrees that his contact details can be shared by Flipkart with Jeeves Consumer Services. Flipkart Order ID and contact details of the Customer will be shared by Flipkart with Jeeves Consumer Services for verification purposes. The usage of personal data is subject to Jeeves Consumer Services's privacy policy and Flipkart's privacy policy here: http://www.flipkart.com/s/privacypolicy.
  10. The operation of the Extended Warranty Protection Plan is subject to force majeure events and on the occurrence of such an event, the Extended Warranty Protection Plan may be withdrawn at the sole discretion of Jeeves Consumer Services and Jeeves Consumer Services shall not liable for damages under any circumstances. The price for the Extended Warranty Protection Plan shall be refunded by Jeeves Consumer Services in such an instance.
  11. Flipkart hereby excludes and disclaims all liabilities, whether direct or indirect, that may arise due to the Extended Warranty Plan. The customer shall contact Jeeves Consumer Services for any disputes/issues related to the Extended Warranty 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.
  12. All taxes or liabilities payable to any regulatory authority shall be borne by the customer and/or billed to the account of the customer.
  13. 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.
  14. 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.
  15. 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.
  16. The EW is valid only within the territorial limits of India.
  17. Customers should approach Jeeves within 24 hours of device delivery for any in-transit damage or new issues faced post-delivery
  18. In case of part payment, time period between the time of intimation about the part payment to the customer and the time till the payment is paid by the customer is excluded from the Service Level Agreement.
  19. Claim Intimation Clause:In the event of a loss the intimation of damage to the covered device shall be given to Jeeves within 30 days of occurrence of the loss within the policy active period.
  20. Grievance Redressal:

We are committed to extend the best possible services to our customers. However, if you are not satisfied with our services and wish to lodge any feedback or complaint, please write to:

Event

Mail ID

Availability

Escalation

protect@jeeves.co.in

09:30 AM to 6:00 PM, Mon to Sat*

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