SAMSUNG CARE SERVICES - DEVICE PROTECTION PLAN FOR SMARTPHONES
The Plan:
This Device Protection Plan offered by OneAssist Consumer Solutions Pvt. Ltd. (“OneAssist”) governs the support process for damages, as mentioned herein to select brand new smartphones (“Device/s”) of Samsung India Electronics Pvt. Ltd. (“Samsung”) sold by via e-Flipkart (www.flipkart.com; Flipkart mobile application and Flipkart Lite)
This plan is not valid for any products that are either refurbished or purchased by a customer post a return from the first customer, even in unboxed condition.
Plan Term:
Benefit(s) under the Plan begins when your Plan is activated and registered with the Device as per the below scenarios and will end on completion of one (01) year from the date of activation of the Plan (“Plan Term”). For VIP Plans sold to Customer on or before October 15, 2025, the benefits under the Plan shall commence only after the expiration of 7 (seven) days from the date of activation of such Plan.
For Samsung Care Services, there is a cooling period of 7 days between the plan purchase date and activation of the plan.
Plan Eligibility:
This Plan can only be purchased along with the Device purchased via e-commerce Flipkart/ platform (www.flipkart.com; Flipkart mobile application and Flipkart Lite)
The terms of this Plan, the original sales receipt for your Plan, the original sales receipt of your Device, the proof of your identity provided at the time of registering a Damage Repair Request, the indemnification you provide about the working condition of the Registered Device before the purchase of the Plan and the Plan Confirmation are each part of your Plan.
The benefits under the Device Protection Plan are additional to the benefits provided by the manufacturer under Manufacturer’s Warranty.
Plan Details
“Registered” Device
The Device that was successfully registered under the Plan within the stipulated time as defined in clause 3.1 above is termed as “Registered Device”.
Customer
The purchaser of the Registered Device whose name is mentioned on the original invoice is the Customer. The purchaser’s spouse, children and parents can be the users of the Registered Device. If the purchaser is a company, Customer shall mean any representative/employee of the company authorized to use the Registered Device.
Maximum Repair Benefit
Customer is entitled to One (01) Repair Request within the active period of the plan term. Any Repair Request you registered will be available only up to the ‘Maximum Benefit value’ specified in the table below.
Device age at the time of registration of Repair Request
Maximum Repair Benefit
Up to 180 Days – 50% of the Invoice value of the Device
Above 180 Days to 365 Days – 40% of the Invoice value of the Device
If the actual repair cost as determined by Samsung’s Authorised Service Centre (“ASC”) exceeds the Maximum Repair Benefit as specified above, you (Customer) are responsible for paying the difference between the actual repair cost and the Maximum Repair Benefit , to get such repairs done by the ASC. Should you choose not to pay this extra amount for any reason, ASC will return the un-repaired device to you, and your plan obligations will be considered fulfilled—no further benefit will be available for the rest of the plan term.
If the Samsung Authorized Service Centre determines the device cannot be repaired—due to unavailable parts & lack of timeline clarity on parts availability, irreparable damage, or any other reasons—OneAssist or Samsung may, at their discretion, offer the customer either a suitable mode of settlement . The benefit provided will be the lower of the actual repair cost or the maximum repair benefit under the plan.
4.4 One Time Deductible/Processing Fee
There is a One Time deductible charged during a repair event under Device Protection Plan as mentioned below which is payable by Customer to OneAssist:
Device purchase Invoice price – One Time deductible (incl. tax) in INR
Up to 10,000 – 500
10,001 To 20,000 – 1000
Above 20,000 – 1500
Scope of Service under the Plan
Provided the Registered Device is handed over to OneAssist or its authorized channels in its entirety during the Damage Repair Request Process & that you have submitted the necessary documents as required under the Plan, the following conditions would be considered under the Plan.
Inclusions
- Suffers accidental physical damage and/or such damage that impairs the normal usage of the Registered Device
- Fails to work because accidentally fluid has entered its internal circuitry, touch panel, sub-board, or battery, resulting into stoppage of the Registered Device
Exclusions
- If the Plan has not been purchased along with the device as defined in 3.1.
- Any damages to the Registered Device prior to the Plan activation
- Any damage to the Registered Device due to Intentional act or willful neglect
- under mysterious circumstances including lost or stolen
- due to IMEI/serial number that has been altered, defaced, or removed, or has been modified to alter its functionality or capability without the written permission of Samsung
- due to any experiments or tests and/or alterations resulting to any abnormal conditions of the Registered Device
- Damage caused by a product/accessory that is not the Registered Device
- operating the Registered Device outside the permitted or intended uses described by manufacturer
- service (including upgrades and expansions) performed by anyone who is not an Authorized Service Centre (“ASC”)
- Third-party products or their effects on or interactions with the Registered Device or the software
- Damages to the device due to terrorist attack, war, fire, lightning, earthquake, floods, or an act of God
- Damaged device where the IMEI/Serial no. cannot be identified. Please note that the IMEI mentioned on the SIM tray will not be considered as an identification of the device IMEI.
- Damage caused due to electricity surge or an electromagnetic pulse (EMP)
- Any unauthorized access, modification, or alteration to the registered device.
- Cost of any missing parts or unidentifiable damaged parts
- Consequential loss of any kind or description including wear & tear, manufacturing defects
- Cosmetic damage to the Registered Device including but not limited to scratches, dents, and broken plastic on ports
- Loss or damage provided by supplier, dealer, or Manufacturer’s Warranty
Special Exclusions
OneAssist and Samsung shall not be liable in respect of loss or damage to Registered Device relating to or caused due to the following:
- Loss or damage due to mechanical or electrical break down or derangement, unless such loss is accidental damage, and which is not available under the Manufacturer’s Warranty
- Penalties for delay or detention or in connection with guarantees of performance or efficiency
OneAssist and Samsung shall not be liable if:
- the user is found to be involved in any way in fraudulent or illegal activity of any kind whatsoever related to this Plan or Registered Device and/or
- Due to the inability of the Customer to submit either of the processing documents or supporting documents required for processing the request within 7 (seven) days of information being requested by OneAssist.
- The Customer is unable to submit the Registered device for repair at a Samsung Authorized Service Centre within 7 (seven) days from the scheduled date of the repair request or before the expiry of plan whichever is earlier
- The Customer is unable to pay the Processing fee within 7 (seven) days from payment requested date or expiry of the plan whichever is earlier.
In any action, suit or other proceeding where the OneAssist or underwriting OneAssist(s) alleges that by reason of the provisions of the exceptions or exclusions above, any loss, destruction or damage is not included under this Plan, the burden of proving that such loss, destruction or damage is included, shall be upon the Customer
Territory
Territorial Scope: Within Geographical limits of INDIA only
Plan Activation Process
No Activation needed from customer’s end. Post device delivery, plan will be auto-activated between 7 (seven) working to 30 (thirty) days basis device delivery date. Protection would start from Plan Activation date and will be valid for 1 (one) year.
Service Request Process
In the event of damage to the Registered Device, you (Customer) are required to:
- Immediately (not later than 07 (seven) days from the time of the damage) inform OneAssist through the Samsung Care Plus Consumer Web Portal (https://oneassist.in/samsungcare) or Samsung Call Centre or Walk-in to your nearest Samsung Authorized Service Centre detailing the damage, and any documentary evidence of the damage.
- You need to share the IMEI/Serial no. detail of the Registered Device before registering the request, failing which you will not be eligible to receive any benefits of the Samsung Care Services Plan and no claims shall be entertained against Samsung or OneAssist.
- Answer a few questions on the damage incident. The process is completely paperless, so, no documents will be required.
- Please note, you will not handover the Registered Device for repairs at any service center, including at any Samsung Authorized Service Centre (ASC) until confirmed by OneAssist. It is expressly stated that OneAssist will not be held responsible for fulfilling any such requests where the Registered Device is handed over to a service centre by you (Customer) before the approval from OneAssist; any liabilities arising out of such requests before the in-principal approval of the Damage Repair Service R...
Service Fulfilment Process
OneAssist provides services through Pick Up /Drop Out Support (“PUDO”) Service for the Registered Device, for serviceable locations, for the rest you may visit the nearest Samsung Authorized Service Centre as indicated in the Samsung Consumer Web Portal once the approval is provided. You are required to wait until OneAssist confirms in writing via an email or on a voice call on your registered number or provides an update on the Samsung Consumer Web Portal about the status of the next steps expected. Service will be performed at the Samsung Authorized Service Centre(s) after verification of the entitlement and validity of the Plan. Once you are notified & that the service is complete, you will promptly be notified via the Samsung Consumer Web Portal. The repaired Device will be delivered to the address of initial pickup after completion of repair if PUDO service is availed.
OneAssist reserves the right to change the method by which we may provide repair service to you, and your Registered Device’s eligibility to receive a particular method of service under this Plan. Service options, parts availability and response times may vary according to the city you live in.
Your Responsibilities
To receive service or support under the Plan, you agree to comply with the following:
- To keep the IMEI/Serial no. details of your Registered Device secure and provide the same at the time of registering a repair request. If you fail to provide the IMEI/Serial no. details as and when asked by OneAssist, your repair request shall not be processed and under no circumstances shall OneAssist or Samsung be liable for the claim rejection.
- Provide a copy of your Registered Device’s original proof of purchase at the time of registering a request
- Provide information about the reasons and causes of the damage to the Registered Device
- Provide identity proof if requested by OneAssist (at the time of registering a ‘Damage Repair Request’) to verify the User of the Device, on which Plan is activated
- Respond to requests for information, including but not limited to the Registered Device serial number, model, version of the operating system and software installed, any peripherals devices connected or installed on the Registered Device, any error messages displayed, actions taken before the Registered Device experienced the damage and steps taken to avoid the damage
- Follow instructions OneAssist gives you, including but not limited to refraining from sending Registered Device that is not subject to damage protection as per the Plan and packing the Registered Device in accordance with shipping instructions as per the Plan
- Make sure to backup software and data residing on the Registered Device. DURING THE FULFILLMENT OF DAMAGE REPAIR SERVICE, ONEASSIST OR THE ASC MAY DELETE THE CONTENTS OF THE REGISTERED DEVICE AND REFORMAT THE STORAGE MEDIA IF NECESSARY.
- OneAssist, or ASC may return your Registered Device after the service event subject to applicable updates. OneAssist or the ASC may install latest software updates as part of hardware service that will prevent the Registered Device from reverting to an earlier version of the Operating System. Third party applications installed on the Registered Device may not be compatible or work with the Registered Device because of the Operating System update. You will be responsible for reinstalling all other so...
Cancellation and Refund
No Cancellation or refund is allowed.
Limitation Of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, SAMSUNG, ONEASSIST AND ITS EMPLOYEES AND AGENTS WILL UNDER NO CIRCUMSTANCES BE LIABLE TO YOU OR ANY SUBSEQUENT OWNER FOR ANY INDIRECT OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO COSTS OF RECOVERING, REPROGRAMMING, OR REPRODUCING ANY PROGRAM OR DATA OR THE FAILURE TO MAINTAIN THE CONFIDENTIALITY OF DATA, ANY LOSS OF BUSINESS, PROFITS, REVENUE OR ANTICIPATED SAVINGS, RESULTING FROM ONEASSIST’S OBLIGATIONS UNDER THIS PLAN. TO THE MAXIMUM EXTENT P...
Transfer Of Plan
The transfer of Plan from one registered device to another device is not allowed.
If the Registered Device/Dead on Arrival is replaced under Manufacturer’s Warranty during the Plan Term, then the replacement Device will be termed as Registered Device, with the applicable Plan benefits for the remaining period of the Plan Term. It is the responsibility of the Customer to share the replaced Device IMEI/Serial no. and the replacement invoice issued by the ASC with OneAssist
Special terms applicable for VIP Services rendered for certain Devices
“VIP Services” refer to a premium service plan offered by Samsung to eligible customers purchasing select Samsung smartphones through the Flipkart platform. Under this plan, customers located in eligible PIN codes are entitled to an assured service ticket resolution (including pickup, repair, and drop-off) within six (6) business hours.
Terms Related to the Samsung VIP Services Plan
Eligibility
The VIP Services Plan is available only to customers who purchase select Samsung Galaxy Z and Galaxy S series smartphones on the Flipkart platform and opt for the VIP Services Plan at the time of purchase.
Scope of Services
Under the VIP Services Plan, eligible customers are entitled to:
- Doorstep pickup of the device,
- Repair service, and
- Doorstep return of the device — all completed within six (6) business hours from the time the service ticket is raised and accepted by Samsung.
* Loner device in case repair is going beyond 6 business hours.
Geographic Availability
The VIP Services Plan is available only in select PIN codes, as listed below.
Service claims raised from PIN codes not covered under the eligible list will not qualify for VIP Services.
Claims from Ineligible PIN Codes
If a customer raises a service request from a non-eligible PIN code, the standard service process and timelines as per Samsung services plan will apply. In such cases, the customer shall have the option to either:
- Request a refund of ₹2,500 paid towards the VIP Services Plan; or
- Proceed with service under standard terms without the expedited 6-hour resolution.
Service centre list for VIP Service repair
- Ahmadabad – Panacea Services – 380024
- Bangalore – Smart Electro Care – 560102
- Bangalore – Srivaru Solutions – 560003
- Chennai – Ascent Enterprise – 600035
- Delhi – Garg Distributors – 110029
- Delhi – Strength Services Pvt Ltd – 110092
- Gurgaon – Instant Solutions – 122001
- Hyderabad – Sri Rudra Agency – 500001
- Hyderabad – Siddi Vinayaka Enterprises – 500017
- Kolkata – Babli Media Centre – 700047
- Noida – Qdigi Services Limited – 201002
- Mumbai – Zain Telecom – 400059
- Mumbai – Sharp Enterprises – 400007
- Pune – Mobile Point – 411014
- Pune – Smart Care – 411035
General Terms
- OneAssist may subcontract or assign performance of its obligations to third parties but shall not be relieved of its obligations to you in doing so
- OneAssist is not responsible for any failures or delays in performing under the Plan that are due to events outside its reasonable control
- You are not required to perform preventative maintenance on the Registered Device to receive service under the Plan
- The Device is registered for damages occurring only in INDIA.
- This Plan is not offered to persons who have not reached the age of majority. This Plan may not be available in all states, and is not available were prohibited by law
- In carrying out its obligations OneAssist may, at their discretion and solely for the purposes of monitoring the quality of their response, record part or all the calls between you and them
- OneAssist have security measures, which should protect your data against unauthorized access or disclosure as well as unlawful destruction. You will be responsible for the instructions you give to OneAssist regarding the processing of data, and OneAssist will seek to comply with those instructions as reasonably necessary for the performance of the service and support obligations under the Plan. If you do not agree with the above or if you have questions regarding how your data may be impacted by being processed in this way, contact or Service at the support mediums provided such as happytoassist@onea...
- You agree that any information or data disclosed to OneAssist under this Plan is not confidential or proprietary to you. Furthermore, you agree that OneAssist may collect and process data on your behalf when it provides service. This may include transferring your data to affiliated companies or service providers in accordance with the Customer Privacy Policy of OneAssist, details of which are available on its website under https://oneassist.in/privacypolicy/
- This terms of the Plan, including the original purchase invoice of the Registered Device and the Plan Confirmation, prevail over any conflicting, additional, or other terms of any marketing material or other document, and constitute your and OneAssist’s entire understanding with respect to the Plan
- OneAssist is not obligated to renew this Plan. If either OneAssist does offer a renewal, they will determine the price and terms
- There is no informal dispute settlement process available under this Plan.
- In the event any section or portion of a section of these terms and conditions are deemed invalid, void, or unenforceable, that section or portion of a section shall be severed from these terms and conditions, and the remaining terms and conditions shall continue in full force and effect
- These terms and conditions shall be governed by and construed under the laws of India
- These terms and conditions do not affect your statutory rights as a consumer
- OneAssist reserves the right, at its discretion, to change or modify, the terms of this Plan.
Support Contact Details: For Individual customers:
Support Email ID: support.careplus@samsung.com
Toll-Free Number: 1800 202 1234
Device Declared as Total
Support Email ID: support.careplus@samsung.com
Toll-Free Number: 1800 202 1234