Complete Mobile Protection Plan - Detailed Terms and Conditions

Preliminary:

1. Complete Mobile Protection plan ("Program") is a program consisting of: (i) Repair service provided by Jeeves Consumer
Services Private Limited ("Jeeves") and (ii) Accidental/Liquid damage 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 program is available only on select products ("Covered Product") on the Platform sold by registered seller. This Program
is available only in select cities in India and on select pin codes ("Serviceable Address").
3. This program shall be valid for a period of 1 year from the date of successful delivery of the Covered Product and provided
the said Program is not cancelled by the customer post purchase.

In case of any discrepancy in modes of communication in any of the terms between these T and C’s and any other mode of
communication, the T&C takes precedence over all such source, terms set forth in these T and C’s shall prevail.

4. In order to subscribe to this program, customer ("You" or "Your") needs to pay a specified subscription fees and will
automatically be bound by:
● these terms and conditions ("T&Cs");
● the terms of use, privacy policy, and other relevant documentation including any modifications, alterations or updates
thereof, that are published on the Platform; and
● terms and conditions of BAGIC; and
● terms and conditions of Jeeves

5. Program Key Features

5.1: You would be entitled for protection against the following

❍ ‘One’ Accidental or Liquid Damage (including Broken Screens)

❍ ‘Multiple’ manufacturer warranty defects including any software issues

For Accidental or Liquid Damage, you have an option either to avail repair facility with free pick and drop from ‘’Serviceable
Address’’ or a cash payout option after online validation and verification. Cash Payout option will only be available for
Screen Damage cases where a remote assessment of the damage can be done. For Other component damage or cases
where Screen Damage cannot be assessed remotely, only repair facility with free pickup will be available. For Repair
facility/cash-payout compensation please refer below Sections (6)

For Manufacturing defects, you will only be offered repair facility with free pick and drop.

For scenarios, where your address gets changed post purchase (‘’New Address’’) of this program, ‘repair’ facility option
would only be applicable if the New Address falls under "Serviceable Addresses". In case, New Address does not fall under
"Serviceable Addresses", You will only be eligible for cash-payout option. In case of cash payout option, any repair from a
non-brand authorized workshop will result in cancellation of the program.

5.2:

❍ All ‘manufacturer Warranty’ claims shall be serviced and undertaken by Jeeves (via brand authorized service center)
and Brand warranty will continue for the remaining period.
❍ ‘Accidental/ Liquid Damage’ repairs shall be undertaken by F1 and manufacturer warranty will continue for the
remaining period.
❍ Cash payout for ‘Accidental/ Liquid Damage’ shall be paid by BAGIC and subsequent manufacturing warranty will
continue to exist only when repairs are done at Brand authorized service centers
 5.3 Eligible benefits under the program:

❍ Single customer touch point for any issue related to program

❍ Repairs by Brand authorized service centers with free pick and drop
❍ Promised turnaround time of 10 business days from product pickup to first attempt of delivery
❍ Benefits Details

Time since
Claim Type Policy Repair Cash Payout1
Start Date

1. Free
Repair
LCD/Screen Damage
Accidental or 2. Free Pick
0 to 12
Liquid & Drop 25% of Mobile Selling Price
Months
Damage2 3. One time
processi (at the time of purchase)

ng fee of
INR 500
1. Free
Repair
Motherboard/Battery/Body Panel/Camera/ Daylight sensor
Accidental or 2. Free Pick
damage/Mobile Network IC/Charging Port/Headphone Jack/Mic/
0 to 12
Liquid & Drop
Speaker/Volume Key/ Fingerprint Sensor damage
Months
Damage2 3. One time
processi Payout not available
ng fee of
INR 500
1. Free
Repair
Manufacturer
0 to 12 2. Free Pick
Warranty N/A
months & Drop
Defects 3. No
processi
ng fee

Subscripts Definition

1. Includes labor charges, cost of sundry parts including but not limited to adhesive, paint, wires etc.
2. Claim is deemed as Beyond Economic Repair (BER), If the estimated total cost of repair is more than 50% (in case
policy start date falls under 6 months from claim date) or 40% (in case policy start date falls on or between 6 to 12
months) of Mobile Selling price at time of purchase, under this scenario you have the following options:

❍ Repair Option:
❍ If You choose repair, subsequent manufacturing warranty for remaining program period will be available, wherever
applicable
❍ For the case where repair is not economically viable, you have an option to get a replacement mobile (with either
equal or equivalent features on the sole discretion of F1) Or customer can opt for cash payout option

❍ Payout Option:
❍ If You choose cash payout, then program benefits will lapse with immediate effect
 5.4: What is not covered under this Program

❍ Any intentional damage to the device

❍ Any unauthorized repair of the device
❍ Theft or Loss of device
❍ Loss or damage to accessories, SIM card or ancillary products (e.g memory card)
❍ Damage to the device because of usage not in accordance to manufacturer’s guidelines, including short circuiting
during power surge
❍ Any cosmetic damage not resulting in stoppage of or functioning/usage of the device - including but not limited to:
❍ Scratching, cracking and/or denting of the device body
❍ Minor damage/scratch on the device screen/LCD
❍ General Wear and Tear
❍ Loss of data or loss of installed software
❍ Loss or damage to the device during the following scenarios
❍ Loss due to confiscation by government/local authorities or security agencies
❍ Loss/Damage during commercial hire/rent of the device
❍ Loss/Damage during commercial transit
❍ Loss/Damage during War/ Riots/ Fights/Act of terrorism/nuclear radiation

5.5 : If you require a copy of your insurance policy, please reach out to at escalations@jeeves.co.in .

6. To register a claim, Please call our Customer Care Number (1800-425-365-365 or 1800-102-5365). You may be asked to
submit additional documents and other relevant information on a case-to-case basis for processing claims. You will have an
option either to avail repair facility or get cash payout option.Below process to be followed for repair claims / cash payout
process;

6.1: Repair Claim Process:

In the event of Damage Claims,

❍ Upon prima facie confirmation on applicability of Program, you are required to pay a processing fee of Rs. 500 through
an online payment link communicated to you over your registered email-id and mobile number. While processing the
Damage 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 Damage Claim, then all benefits under this
Program as well the Processing fee shall be forfeited. The Program will automatically stand terminated vis-a-vis the
Covered Product.
❍ Only upon receipt of Processing fee, Jeeves will start processing such Damage Claim.
❍ If You choose to avail pickup and drop service, 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. Pick and drop services will be free of cost.
❍ F1’s logistics partner will pick up the packed Covered Product from the Service Address and ship it to Brand's
authorized repair center for either repair or replacement, as determined by F1 at its sole discretion depending on the
factors including, but not limited to, cost of repair, availability of spares and time to serve, or F1’s,will repair the same.
❍ In case, F1 decides to offer replacement of the Covered Product, You will be provided the choice to either opt for
replacement or get back unrepaired Covered Product. If You opt to get back the unrepaired Covered Product, Your
Covered Product will be delivered within the 10 business days SLA to your Service Address and the processing fee paid
shall be forfeited. 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’s. 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.
❍ Once the Covered Product is repaired/ replaced, F1’s logistics partners will have the Covered Product/replacement
 device, as the case may be, shipped back to Your Service Address in cases of pickup and drop service.

6.2: Cash Payout Process:

In the case the damage involves only screen damage, you will need to provide a photo of the phone clearly showing the
damage along with the IMEI number of the phone displayed on the screen. Upon assessment of this proof, a cash payout
based on the benefit in section 5.3 will be approved.

In case remote assessment of the device is not possible, the repair option will be extended to the customer, as detailed in
section 6.1

7. Program – Service Assurance

● 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.
● If Jeeves/F1 is unable to meet the promised SLA, you will be eligible to receive a Token of Apology (TOA) within 10 business
days of breach as per table below, from Jeeves
● In case of replacement option provided to You, you respond immediately on the telephone call with the Jeeves team whether
to go ahead with the replacement or return the unrepaired Covered Product. Any delay in response will extend the SLA by the
delayed period.
● Table for TOA:

TOA for the

SLA breach
Customer

First attempt delivery not done within promised number of days (As documented in T&C Flipkart EGV
document sent post purchase via email) from Covered Product pickup worth INR 500

● In case of all repairs done under this Program, Jeeves shall provide 90 days Repair Warranty on the same.

8. Assurance from BAGIC

Subject to the other terms and conditions (submission of all required documents for processing the claim) and force majeure
events, BAGIC ensures that the claim is settled within 3 business days of the receipt of the claim.

9. Other Terms & Conditions

● All decisions of BAGIC or Jeeves with respect to the condition, serviceability, genuineness of claim etc. shall be final and
binding on you as per applicability.
● In case of further sale or gift of Your Covered Product, you shall inform such ownership transfer within 7 days of such transfer
by calling Jeeves customer support at 1800-425-365-365 or 1800-102-5365 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.
● The Program, once purchased, can be cancelled only within 10 days of product delivery provided there is no claim raised.
● F1 may subcontract the services provided under the Program without notice to You.
● Failure to perform any of the steps mentioned in the T&Cs, will result in cancellation of all benefits vis-a-vis the particular
claim
● By purchasing the Program, it would be deemed that You have given Your consent to contact you through call, SMS or email
on the details provided by you for the purpose of this Program.
● 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.
 ● These T&C shall be governed in accordance with the applicable laws in India. Courts at Bangalore shall have the exclusive
jurisdiction to settle any dispute that may arise under this T&Cs.
● This document is an electronic record in terms of Information Technology Act, 2000, and the Rules there under as applicable
and the amended provisions pertaining to electronic records in various statutes as amended by the Information Technology
Act, 2000. This electronic record is generated by a computer system and does not require any physical or digital signatures.
● The Program is valid only within the territorial limits of India.
● In case of any discrepancy in modes of communication in any of the terms between these T and C’s and any other mode of
communication, the T&C takes precedence over all such sources, the terms set forth in these T and C’s shall prevail.

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 escalations@jeeves.co.in 09:30 AM to 6:00 PM, Mon to Sat*