DAMAGE PROTECTION PLAN - TERMS AND CONDITIONS

DAMAGE PROTECTION
COVERAGE	ACCIDENTAL DAMAGE AND LIQUID DAMAGE
Plan Duration	1 Year / 2 Years / 3 Years - Basis the Plan Purchased
Number of Claims	1 Claim Only
Maximum Liability	As Mentioned in Clause 6.7
Total Promised SLA	30 working days from the date of raising the claim
Processing Fee	Rs. 500/-
Inclusions	Any Accidental Damage or Liquid Damage caused by Indeliberate Actions
Exclusions	Normal Wear and Tear, Any electrical/mechanical breakdowns, Unauthorized Modifications etc. (Refer to Clause 2 and 3 for detailed List of Exclusions)
Plan Activation	On the date of product delivery
Repair Mode	Onsite Repairs
Repair Warranty for Parts used	30 Days
Claim Method	Via Chatbot at https://fkrt.it/chFmRrNN

The list is only indicative of key features of this Plan and is not an exhaustive list. It should be read in conjunction with these T&Cs.

Terms & Conditions

These Terms and Conditions (“Terms”) govern the Damage Protection Plan (“Plan”), purchased by you (“Customer”) as a value-added service. The act of accepting delivery of the associated product or using any benefit under this Plan constitutes the Customer’s full and unconditional agreement to be legally bound by all provisions set forth in this document. The Customer is advised to carefully read and understand these Terms, including all coverages, benefits, and limitations, before availing any services.

What is covered under this Plan?

1. Accidental Damage and Liquid Damage
2. Cost of labor and parts
3. Cost of transportation (if required)
4. Damage due to voltage fluctuation

Plan Period - The Plan shall remain valid for a period of one, two, or three years, depending on the specific duration selected by the Customer at the time of purchase

Eligibility Criteria –The Customer must be at least 18 years of age at the time of purchasing the Plan.

Covered Products: The Plan applies to home appliances, specifically Air Conditioners, Refrigerators, Washing Machines, and Microwave Ovens, from the selected brands.

The above list is subjected to change without prior notice.

1. 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. Accidental and Liquid Damage (ADLD): This includes any damage resulting from an accident (including liquid spillage) or voltage fluctuations, but not due to negligence or improper handling of the Covered Product. The coverage begins from the date of delivery of the Product.
  2. Products Covered: Refers exclusively to new appliances. For the avoidance of doubt, this definition expressly excludes any device that is refurbished, used, or second-hand, regardless of its operational condition or origin.
  3. Product Purchase Price: The purchase price of the Covered Product after discounts including taxes
  4. ADLD Coverage Start Date: The start date of ADLD Cover from the Date of Delivery of the Product.
  5. Sum Assured /Coverage Amount: The total amount allocated per policy that can be spent on repair/replacement/refund when the customer is filing a claim
  6. Manufacturer's Warranty: Warranty coverage provided by the manufacturer in respect of the Covered Product.
  7. Part Payment: Means the amount payable by the Customer in cases where the repair estimate exceeds the Sum Assured. It shall be calculated as the difference between the repair estimate and the Sum Assured.

2. What is not covered?

• 1. Batteries (unless caused by accidental or liquid damage to the product), charger, Power Cord, parts not impacting the primary functionality of the product (like ice tray, egg tray or vegetable tray in refrigerators, detergent tray in washing machines etc.), aesthetic issues 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 Plan.
  7. Replacement or fixes of unauthorized software not installed by respective brand/company
  8. 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
  9. Use of the covered product for commercial, rental or professional purposes, or use with unauthorized accessories not originally supplied with the product at the time of purchase.
  10. Any defects which are subject to manufacturer’s recall, or which are covered under any other Plan or reimbursements
  11. Consequential/incidental losses of any kind
  12. Ignorance of any kind on the part of end customer
  13. Transportation damage is not covered
  14. 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
  15. Claims that are false or fraudulent or intentionally exaggerated or if any false

3. Limitations and Exclusions

The Plan does not cover service or parts to correct issues resulting from any of the following:

• 1. The use of attachments, accessories, or alterations that do not conform to the manufacturer's specifications.
  2. Lenses or flash units.
  3. Service for products that are not supported by valid proof of purchase.
  4. Service on third-party products or software not supplied or authorized by the Manufacturer.
  5. Software-related faults, including those resulting from incorrect installation or usage, viruses, or inherent bugs.
  6. Problems made necessary using incompatible third-party products.
  7. Any loss of software, data, or other information stored on the product. This Plan does not cover:

1. Software and Data: We are not responsible for any loss of software, data, or other information stored on the product.
2. Excluded Parts and Damages: The Plan does not cover the following parts or the cost of repairing damages to them:

o Plastic, rubber, and sheet-metal parts.

o Physical damage, including dents, scratches, paintwork, and product finish.

o Consumables and accessories, such as plugs, fuses, rubber pads, stabilizers, grills, casings, trays, batteries, light bulbs, light covers, cables, filters, attachments, toner, ribbons, tapes, blades, jars, covers, or plates.

• 1. If you authorize repairs for any of the issues or parts excluded under this Plan, you are responsible for all associated repair fees.
  2. Defects resulting from faulty electrical wiring, plugs, switches, extension boxes, inverters, or grounding issues. This includes damages from accidents, sudden voltage surges, fluctuating voltage, or loose contacts.
  3. Damages resulting from rat bites, insect infestations, or other forms of intrusion.
  4. Damages due to negligence, dust, water seepage, corrosion, battery leakage or due to natural calamities like lightning, flood, earthquake, other acts of God etc.
  5. Costs and Services related to the installation, removal, dismantling, or relocation of the product.
  6. Covered product which has been modified, altered, adjusted or repaired / serviced / moved / removed / installed by unauthorized person/s.
  7. This plan is non-transferable and is valid only for the original purchaser of the product.
  8. This plan does not cover remote control.

4. Claim Process

• 1. Customers must report any damage to the covered product within three (3) days of its occurrence, provided such damage occurs within the active policy period along with all requisite supporting documents.
  2. Upon intimation of any defect or damage by the Customer to Jeeves, Jeeves shall determine the mode of repair/ refund for the Customer.
  3. In case of damage protection claims, the Customer will be required to submit the mandatory documents within five (5) days to initiate the claim process, failing which the claim will be canceled and will not be re-logged.
  4. After verification and processing of the mandatory documents, the Customer will have to pay the mandatory processing fee within three (3) days. Jeeves will convey the mode of payment to the Customer. In case of discrepancy or documents are incomplete, the claim is subject to be rejected.
  5. If the Service Provider determines that the Covered Product is Beyond Economic Repair (BER), Jeeves shall notify the Customer accordingly. The Customer must, within two (2) calendar days of receiving such notification, inform Jeeves of their decision by selecting one of the following options:

a) Accept Refund settlement: The Customer may choose to receive a refund settlement as defined in Clause 6

b) Reject Refund settlement: Should the Customer reject the refund settlement option or fail to provide notification within the stipulated two-day period, Jeeves shall return the unrepaired Covered Product to the Customer within seven (7) working days. Following such an event, the Customer is not entitled to file any subsequent claim for the same damage or defect during the remaining Coverage Period.

4.7 All cases of refunds shall be processed by Jeeves within seven (7) working days of customer’s approval.

4.8 If a claim previously submitted under this Plan has been rejected for any reason attributable to the Customer, the same claim cannot be resubmitted.

• 1. The Plan can be purchased through the Flipkart website at the time of product purchase.

4.10 All customer inquiries, complaints, or grievances must be submitted through the Company’s designated support channels, either via the Contact Us section at https://jeeves.co.in/support or through the chatbot service at https://fkrt.it/chFmRrNN.

• Service availability - All days of the week except Sundays and public holidays.
• Working hours – 9:30 a.m. to 6:00 p.m.
• Home visits: Appointments will be scheduled based on mutual convenience.

5. Terms of coverage

• 1. Coverage under the Plan is restricted to products that carry a valid Manufacturer’s Warranty of one, two, or three years.
  2. The Plan is applicable solely to items purchased in new condition.
  3. Eligibility for the Plan is limited to products with a Manufacturer’s Warranty that are purchased within designated cities falling under the defined geographic boundaries of the Republic of India. Availability of this Plan services in a specific city will be confirmed at the time of purchase.
  4. At the time of service, the Customer must present valid proof of purchase for the product, which may include:
• The product purchase invoice; and/or
• The original Manufacturer’s Warranty certificate or card.

Jeeves reserves the right to deny service and cancel the Plan, without any refund whatsoever, if Customer fails to produce the above information

• 1. 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 72 Hours from the occurrence of the loss or the event giving rise to the claim.

6. Scope of coverage

• 1. The Plan covers the cost of parts and labor charges for at-home service within the city/municipal limits of the Jeeves Service Centers. Cost of carry-in for defective products that need to be transported to the service center is also covered under this Plan.
  2. During the validity of the Plan, Jeeves will attend to the Accidental or Liquid Damage 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.
  3. In case the defective unit needs to be transported to the service center, Customer shall arrange for the same and Jeeves will reimburse the amount. Customers shall take full responsibility for the product during transportation and indemnify Jeeves of any damage that occurs during this process.
  4. 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.
  5. In case complete refund is provided, the defective product shall become Jeeves' property, and the Plan for the Covered product will be terminated without any refund.
  6. In the event a service request is classified as BER, or if the covered product is deemed irreparable due to reasons including but not limited to unavailability of spare parts, discontinuation of the product model, or any other justifiable reason, Jeeves may, at its sole discretion, offer the Customer a refund, subject to the maximum limit of the Sum Assured (as per the table below).
  7. Maximum Liability:

Years	Maximum Liability for Accidental Damage and Liquid Damage Cover
1	40% of Product Purchase Price
2	30% of Product Purchase Price
3	20% of Product Purchase Price

7. Covered Product Usage

• 1. Product is used as per the manufacturer's guidelines and as specified in the user manual supplied along with the product.
  2. 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.
  3. The Plan stands void if
• Serial number of Covered products 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.

8. Representation and Responsibilities of Customer

• 1. To access service, the Customer must produce to Jeeves, at the time of complaint registration and at the point of service, proof of purchase of this Plan (Policy number), along with either:
• The Product purchase invoice or

• The Original Manufacturer's Warranty certificate/card

  1. It is the responsibility of the purchaser to correctly select the appropriate Plan for their product, based on its condition, price, or place of purchase.
  2. Properly maintain, store and use your item according to the manufacturer instructions
  3. Customer shall provide representative of Jeeves with complete access to the covered product to effect necessary adjustments and/or repairs
  4. Customer shall provide adequate storage space for spare components, 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
  5. Customer shall take approval on the 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
  6. Charges and payments

1. For problems/defects/parts/services not covered within the Plan, services/parts provided by Jeeves, Customer shall 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
2. 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
3. Jeeves shall however, not be responsible to provide any refund if replacement of Covered product by the original manufacturer with a Product of different size/capacity/model/brand leads to reduction in charges for the Plan services

9. Other terms & conditions

• 1. While Jeeves promises to attend to the damages/defects for the Covered product on priority, Jeeves shall not be responsible for delay in service and consequential loss of any to the customer. The maximum liability of Jeeves shall be limited to refund of the Plan cost paid by the customer less taxes.
  2. In case the Covered product is sold/transferred to another party or the Covered Product is not available at the registered address/location, the Plan shall get automatically terminated and no refund shall be applicable.

10. Cancellation of Claim

• 1. 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.

11. Termination and Cancellation

Jeeves reserves the right to terminate these Terms and Conditions with immediate effect if, at any time, the Customer:

• 1. Has collaborated with or assisted any third party in an attempt to fraudulently or dishonestly obtain funds from Jeeves or its Insurer.
  2. Has acted in violation of any applicable Indian laws relevant to the use of the Plan.
  3. Has failed to operate or maintain the Covered Product in accordance with the manufacturer’s prescribed guidelines.
  4. Has breached any provision of these Terms and Conditions, or failed to act in good faith, with honesty, transparency, and bona fide intent towards Jeeves or the Insurer, including but not limited to providing false, inaccurate, or misleading information;
  5. Has failed to return any goods or devices to Flipkart or its authorized Service Partner(s) when such return is required under the terms of the Plan; or
  6. Has been subject to any final or conclusive action by Flipkart/Jeeves resulting in termination.
  7. Furthermore, these Terms and Conditions, together with the applicable Plan, shall govern cancellations under the following circumstances relating to product usage:

1. If the serial number of the Covered Product has been altered, defaced, removed, or tampered with, where such serial number is present;
2. If the Covered Product has been resold, transferred, or used by the Customer for any purpose other than its intended personal use;
3. If the Covered Product is used for non-personal, commercial, or unauthorized purposes.
4. In addition, in the event of any discrepancy or mismatch between the Covered Product’s Serial Number or Unique Identifier (as required for Plan fulfillment) and the information recorded on the Purchase Invoice, these Terms and Conditions shall become null and void after ten (10) days from the date of Plan Activation. During this period, the Customer may contact Flipkart to update or modify the relevant information.

12. Data Protection

• 1. The information provided at the time of purchasing the Plan will be collected and retained by the Administrator, Jeeves Consumer Services Pvt. Ltd. Such data may be shared with authorized third parties solely for the purpose of processing claims and facilitating repairs. All personal information will be stored securely and managed with the highest level of care, in strict compliance with the principles established under the Data Protection Laws of India.

1. Service Recovery policy for VAS, at product level:

   • Service SLA: 30 working days from the date of raising the claim
   • Service SLA Breach (Excluding Customer Initiated): In the event of a breach of the 30‑day SLA, excluding delays caused by the Customer, Jeeves will refund the Sum Assured amount as specified in clause 6.7

Note: Refund of Sum Assured amount would be initiated post receipt of Original Product from customer’s end. Ownership of the original Product must 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. Indemnity

   1. The Customer agrees to indemnify, defend, and hold harmless Jeeves, its affiliates, subsidiaries, group companies, partners, and their respective directors, officers, employees, and agents (collectively, the “Indemnified Parties”) from and against any and all claims, liabilities, damages, losses, penalties, obligations, demands, actions, or expenses, including reasonable attorneys’ fees, arising out of or in connection with:

(a) any breach by the Customer of these Terms, the Privacy Policy, or any other applicable policies; 


(b) any violation of applicable laws, rules, or regulations by the Customer; 


(c) any infringement or violation of third-party rights, including intellectual property rights; or

(d) any unauthorized, improper, illegal, or wrongful use of the Customer’s account, whether by the Customer or any third party, with or without the Customer’s consent.

This indemnification obligation shall survive the termination or expiration of these Terms and the Customer’s use of the Services.

15. General Terms and Conditions under the Damage Protection Plan:

• 1. This Plan is valid only in India. The minimum age of the customer to participate in Plan is 18 years.
  2. Jeeves will make every effort to resolve issues within the committed timeframe. However, service timelines don't apply when events outside our control, like global supply chain disruptions, cause delays in providing spare parts. We'll keep you informed about any such delays.
  3. Plan is open to only end customers and not resellers.
  4. The original Product should be bought on the Flipkart Platform.
  5. 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.
  6. 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.
  7. 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.
  8. 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.
  9. 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.
  10. 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

1. to cancel the Plan and refund the Price

2. 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.

   1. All taxes or liabilities payable to any regulatory authority shall be borne by the customer and/or billed to the account of the customer.
   2. The Plan and the Terms and Conditions herein shall be governed by the laws of India. The courts of Bengaluru shall have 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.