Applicable for Smartphones and Tablets
The Plan
The Screen Protection Plan offered by Solvy Tech Solutions Private Limited (hereinafter referred to be as “Zopper) governs the support registration and support process for the screen (also referred to as display, touch screen, touch panel, LCM) damages to the extent provided herein. The plan is valid for select new smartphones and tablets (“device/s”) sold by authorised sales channels of Samsung India Electronics Private Limited(“hereinafter referred to be as “Samsung”) in India in their original packaging. This plan is not valid for any products that are either refurbished or purchased by a customer who posts a return from the first customer, even in an unboxed condition.
Plan Term
Benefits under the Plan begin when the Customer, who is the User of the Device, purchases the Plan and ends on completion of twelve months from the date of purchase of the plan (“Plan Term”).
Plan Eligibility
This Plan can be purchased only within 3 calendar days of the original purchase of the Device, and is subject to the Device being in its perfect working condition. The purchase window may be extended by Samsung, provided additional device diagnostics are available.
The terms of this Plan, the original sales receipt of the Device, the proof of the customer’s identity provided at the time of raising a Screen Damage Repair Request, the indemnification the customer provides about the working condition of the Registered Device before the purchase of the Plan and the Plan Confirmation are each part of the Plan.
The benefit of accidental screen damage protection provided by the Plan is additional to the benefits provided by the manufacturer’s warranty.
Coverage Details
“Registered” Device
The Samsung Device that was successfully registered under the Plan within 3 calendar days from the original purchase of the Device is termed a “Registered Device”.
Customer
The purchaser of the Registered Device, whose name is mentioned on the purchase Invoice of the Device is the Customer. The purchaser’s spouse, children and parents can be the users of the Registered Device. If the purchaser is a company,the Customer shall mean any representative/employee of the company authorised to use the Registered Device.
Benefits Value
Maximum Benefits Value is equivalent to the invoice value of the device.t, during the Plan term. Two(2) Screen Damage Repair Requests per Device are allowed during the Plan term of 12 Months. Any other repairs during the Plan Term or all subsequent repair requests shall be considered as paid repairs only, and the Customer is liable to make payments for such repair requests if undertaken through Zopper. There is a Processing Fee charged during a repair event under Screen damage protection, as mentioned below:
Smartphones Category - Screen Protection
Category
Devices
Processing Fee (INR)
Luxury
Z Fold 6, Z Fold 5, Z Fold 4, Z Fold 3 (Purchase window - 3 days)
10,499
Z Flip6, Z Flip 5, Z Flip 4, Flip, Z Flip 3 (Purchase window - 3 days)
8,499
Super Premium
S25, S25 Ultra, S24 Ultra, S24+, S24, S23 Ultra, S23+, S23, S22 Ultra, S22, S22+, S21 series, Note 20 series, S20 series, Note 10 series, S10 series
3,299
Premium
S24FE, A55, S23 FE, A54, A53, A73, S21 FE, A52s, A72, S20 FE, Note 10 Lite, S10 Lite,
1,999
High
A35, A25, A34, A33, M55, M53, F62, F55, F54, A52, M51, M52 5G, A51, A70, A70s, A71
1,699
Mid
A16, A15, A14 5G, A23 5G, A05s, A04s, M15, A13, A23, F15, F13, F23, M33, M34, M35, A12, A22, A23, M21 6GB (2021), A32, M32, M32 5G, F41, F42 5G, M42, A31, M21, M31, M31s, A21s, A20s
1,099
Mass
A06, A05, A04e, A04, A03 Core, A03s, M14, M21 4GB (2021), M12, M11, F14, F12, F02s, M02s, M02, M01, M01s
799
Entry
M01 Core, J2 Core
299
SC+ Pricing - Tablets
Category
Devices
Processing Fee (INR)
Premium
Tab S10 Series, Tab S9 Series, Tab S9FE+, Tab S8 series, Tab S7 (LTE & Wi-Fi), Tab S7+ (LTE & Wi-Fi), Tab S6 (LTE & Wi-Fi)
1,599
High
Tab S9 FE, Tab S7 FE (LTE & Wi-Fi), Tab S6 Lite (LTE), Tab S5e, Tab S4
1,599
Mid
Tab A8 (2022), Tab A7 (LTE & Wi-Fi), Tab S6 Lite (Wi-Fi), Tab A10.5, Tab A10.1 (LTE)
1099
Mass
Tab A7 Lite (LTE & Wi-Fi), Tab A8.0 (LTE & Wi-Fi), Tab A10.1 (Wi-Fi)
599
Please note that the Device list mentioned here is not exhaustive. In case the customer’s Device is not featured in the list here, please go through the claim process to know the processing fee applicable for the Device.
Scope of Service under the Plan
Provided the Registered Device is handed over to Zopper or its authorised channels in its entirety during the Screen Damage Repair Request Process & that the customer has submitted the documents as desired under the Plan and has purchased the Registered Device from Brand Authorised Sales Channels in India, the following conditions would be considered under the Plan.
Inclusions
If the Registered Device:
Suffers accidental physical screen damage like broken, cracked or shattered screen
Suffers physical screen damage due to:
Act of god, perils, fire, lightening and explosion
Exclusions
The Plan will not cover:
Any Damage reported within 7 days of registration of the Plan
Any loss or damage to the Registered Device:
Due to Intentional acts or wilful neglect
Arising before or after the Plan term
Under mysterious circumstances, including lost or stolen
Due to serial number that has been altered, defaced or removed, or has been modified to alter its functionality or capability without the written permission of the manufacturer
Damage caused by:
A product/accessory that is not the Registered Device
Service (including upgrades and expansions) performed by anyone who is not Samsung Authorised Service Centre (“ASC”)
Recalls or modifications to the Device
Consequential loss of any kind or description including wear & tear or otherwise due to normal ageing of the product or manufacturer defect
Cosmetic damages like scratches, dents and broken plastic on ports
Loss or damage covered by supplier, dealer or manufacturer’s limited warranty
Any loss affecting to SIM card and any ancillary products, even if Registered Device results in complete stoppage of working
Special Exclusions
Zopper or 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 any experiments or tests and/or alterations resulting to any abnormal conditions of the Registered Device
Loss or damage due to mechanical or electrical breakdown or derangement, unless such loss is accidental damage and which is not covered within the manufacturer’s warranty
Any loss or damage to the Registered Device in connection with delays, detentions, or any claims related to performance or efficiency guarantees.
Damage due to the Registered Device which gradually develops flaws, defects, cracks or partial fractures in any part not necessitating immediate stoppage, although at some future time repair or renewal of the parts affected may be necessary
Zopper or Samsung shall not be liable for a damage repair request if:
The Customer 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 the Repair Request processing documents or supporting documents required for processing the request
Plan Activation Process
Instant activation: The customer does not need to activate the Plan. The customer’s device is automatically covered under the Plan from the Plan purchase date.
Worldwide Cover
The device is covered for damages occurring anywhere in the world. However, the repair will be done only in India as per the process mentioned.
Screen Damage Repair Request Process
In the event of damage to the Registered Device, the Customer is required to:
Immediately (not later than 7 Days from the time of the defect) inform Zopper through the Samsung Consumer Web Portal, Samsung Call Centre, Samsung Authorised Service Centre or Samsung retail outlets from where the consumer has bought the device detailing the defect, and any documentary evidence of the defect.
Answer a few questions on the incident. The process is completely paperless, so, no documents will be required.
The customer shall not handover the Registered Device for repairs at any service centre, including at any Samsung Authorised Service Centre (ASC), until confirmed by Zopper. It is expressly stated that Zopper will not be held responsible for fulfilling any such requests where the Registered Device is handed over to a service centre by the customer before the approval from Zopper; any liabilities arising out of such Screen Damage Repair Request before the in-principle approval of the requests from Zopper will be solely handled by the customer at his/her own expense.
Screen Damage Repair Request Fulfilment Process
Zopper provides services through Carry In Service for the Registered Device which enables repair at the nearest Samsung Authorised Service Centre as indicated in the Samsung Unified Web Portal. The customer service will be performed at the Samsung Authorised Service Centres after verification of the entitlement and validity of the Plan. Once the service is complete, the customer will promptly be notified via the Samsung Unified Web Portal and via SMS and E-mail communication.
Zopper reserves the right to change the method by which they may provide repair service to the customer and the customer’s 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 the customer lives in.
The Customer’s Responsibilities
To receive service or support under the Plan, the customer agrees to comply with the following:
Provide a copy of the customer’s Registered Device’s original proof of purchase at the time of raising a Screen Damage Repair Request (if requested).
Provide information about the reasons and causes of the damage to the Registered Device. Provide identity proof if requested by Zopper (at the time of raising a Screen Damage Repair Request) to verify the User of the Device on which Pthe lan is activated.
Provide identity proof if requested to verify the Customer of the Plan at the time of raising a Screen Damage Repair Request (if requested).
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 Zopper gives to the customer, including but not limited to refraining from sending a 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.
The customer must take a backup and delete the data residing in the Device. DURING THE FULFILLMENT OF THE SCREEN DAMAGE PROTECTION SERVICE, ZOPPER OR THE ASC MAY DELETE THE CONTENT OF THE DEVICE AND REFORMAT THE STORAGE MEDIA IF NECESSARY. Zopper or the ASP will return the Device after the service event or provide a replacement device as per Brand’s service policies. Zopper or the ASCs may install the latest software updates as part of hardware service that will prevent the Device from reverting to an earlier version of the operating system as per Brand’s service policies. Third party applications installed on the Device may or may not be compatible or work with the Device as a result of such operating system upgrade or update. The customer will be responsible for reinstalling all other software programs, applications, data and passwords as per their need post such service interventions as part of the Screen Damage Repair Request fulfilment.
Fill & submit the necessary details and the declaration as required for submitting a valid Screen Damage Repair Request.
Cancellation And Refund
There is no cancellation allowed under this Plan.
Limitation Of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, ZOPPER, SAMSUNG AND ITS EMPLOYEES AND AGENTS WILL UNDER NO CIRCUMSTANCES BE LIABLE TO THE CUSTOMER 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 ZOPPER’S OBLIGATIONS UNDER THIS PLAN. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE LIMIT OF ZOPPER, SAMSUNG AND ITS EMPLOYEES AND AGENT’S LIABILITY TO THE CUSTOMER AND ANY SUBSEQUENT OWNER ARISING UNDER THE PLAN SHALL NOT EXCEED ONE TIME COST INCURRED FOR SCREEN REPLACEMENT OF THE REGISTERED DEVICE. ZOPPER SPECIFICALLY DOES NOT WARRANT THAT (i) IT WILL BE ABLE TO REPLACE DAMAGED SCREEN OF THE REGISTERED DEVICE WITHOUT RISK TO OR LOSS OF PROGRAMS OR DATA, (ii) IT WILL MAINTAIN THE CONFIDENTIALITY OF DATA, OR (iii) THAT THE OPERATION OF THE PRODUCT WILL BE UNINTERRUPTED OR ERROR-FREE. NOTHING IN THIS AGREEMENT SHALL EXCLUDE OR LIMIT ZOPPER’S LIABILITY FOR (I) DEATH OR PERSONAL INJURY CAUSED BY ITS NEGLIGENCE OR (II) FRAUD. TO THE EXTENT THAT LIABILITY UNDER SUCH LAWS AND REGULATIONS MAY BE LIMITED, ZOPPER’S LIABILITY IS LIMITED, AT ITS SOLE OPTION, TO REPLACE OR REPAIR THE REGISTERED DEVICE OR SUPPLY OF THE SERVICE.
Transfer of Plan
The transfer of ownership of the Plan for the Registered Device from the Device to another party will render the Plan & its benefits null and void.
If the Registered Device is replaced under the 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 and the replacement invoice issued by the Authorised Service Centre.
General Terms
Zopper may subcontract or assign the performance of its obligations to third parties but shall not be relieved of its obligations to the customer in doing so.
Zopper is not responsible for any failures or delays in performing under the Plan that are due to events outside its reasonable control.
The customer is not required to perform preventative maintenance on the Registered Device to receive service under the Plan.
The device is covered for damages occurring anywhere in the world. However, the repair will be done only in India as per the process mentioned.
This Plan is not offered to people who have not reached the age of majority. This Plan may not be available in all states and is not available where prohibited by law.
In carrying out its obligations, Zopper may, at their discretion and solely for the purposes of monitoring the quality of their response, record part or all of the calls between the customer and them.
Zopper has security measures, which should protect the customer’s data against unauthorised access or disclosure as well as unlawful destruction. The customer will be responsible for the instructions he/she gives to Zopper regarding the processing of data, and Zopper will seek to comply with those instructions as reasonably necessary for the performance of the service and support obligations under the Plan. If the customer does not agree with the above or if the customer has questions regarding how the data may be impacted by being processed in this way, the customer can drop a mail at assure@zopper.com.
The customer agrees that any information or data disclosed to Zopper under this Plan is not confidential or proprietary to the customer. Furthermore, the customer agrees that Zopper may collect and process data on his/her behalf when it provides service. This may include transferring the customer’s data to affiliated companies or service providers in accordance with the Customer Privacy Policy of Zopper, details of which are available on its website at https://www.zopper.com/privacy-policy.
The terms of the Plan, including the original sales receipt of the Registered Device and the Plan Confirmation, prevail over any conflicting, additional, or other terms of any purchase order or other document, and constitute the customer’s and Zopper’s entire understanding with respect to the Plan.
Zopper is not obligated to renew this Plan. If either Zopper 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 the customer’s statutory rights as a consumer.
Support Contact Details:
Samsung Customer Service Number: 18002021234 (Mon-Sun, 09:00am-09:00pm)
Samsung Customer Service Email ID: support.careplus@samsung.com