For smartphones, tablets, watches and laptops
The Plan
This Extended Warranty Plan offered by Solvy Tech Solutions Private Limited (hereinafter referred to be as “Zopper) governs the registration and support process for mechanical and electrical breakdown/defects for applicable Samsung devices to the extent provided herein. The Plan is valid for select brand-new smartphones, tablets, watches, and laptops (“device/s”) sold by authorised sales channels of Samsung India Electronics Private Limited ( hereinafter referred to 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 the next day after the expiry of the manufacturer’s warranty (“Plan Start Date”) on the Device and end on completion of 1 Year / 2 Years ( as applicable) from the Plan Start date (“Plan Term”).
Plan Eligibility:
This Plan can be purchased only within 180 calendar days of the original purchase of the Device and is subject to the Device being in perfect working condition.
The terms of this Plan, the original sales receipt for the customer's Plan, the proof of the customer’s identity, the indemnification the customer provided about the working condition of the Device before the purchase of the Plan and the Plan Confirmation are each part of the customer’s Plan.
Benefits under the extended warranty plan are an extension of the benefits provided by the manufacturer’s warranty.
An unlimited number of Repair Requests up to the available Benefits Value (as defined in Point 3.3) at the time of Repair Requests is allowed during the term of the Plan. All subsequent Repair Requests shall be considered for paid repair only.
Plan Details
“Registered” Device
The device that has been successfully registered under the Plan within 180 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 original invoice, is the Customer. The purchaser’s spouse, children, parents and siblings or the recipient of the Registered Device as a gift can also be the user subject to the fulfilment of the conditions mentioned in the terms and conditions here. 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 original invoice value of the Registered Device. The Benefits Value at any given point in time will be calculated by subtracting the repair costs of all the subsequent repair service requests, if any, from the Invoice Value of the Registered Device. An unlimited number of Repair Requests up-to the Benefits Value or one instance of replacement of the customer’s Registered Device can be availed under the Plan. If the repair or replacement charges are more than the Benefits Value, the Customer will have to bear the additional cost for the repair. Please note, the total amount of benefits paid or payable under this Plan shall not exceed the original invoice value paid by the Customer for the Registered Device under this Plan.
Scope of Service under the Plan
Provided the Registered Device is handed over to Samsung’s Authorised Service Centre or Zopper or its authorised channels in its entirety during the Repair Request Process & that the Customer has submitted the documents as desired under the Plan and has purchased the Registered Device from official sales channels of Samsung in India, the following conditions would be considered under the Plan:
Inclusions
Any mechanical or electrical breakdown/defects to the registered device to the extent provided by the manufacturer’s warranty, including the cost of parts and labour for the products manufactured in India or legally imported in India & sold through official sales channels of Samsung and supported by an invoice & manufacturer’s warranty/guarantee.
Exclusions
Plan purchased beyond 180 days of the purchase of the Registered Device
Plan purchased and activated on a defective Device
Costs implicitly or explicitly covered by any manufacturer’s, supplier’s or repairer’s guarantee or warranty
Theft or loss of the device
Non-operating and cosmetic defects to the Registered Device, such as defects to paintwork, product finish, dents or scratches
Any accidental liquid or physical damages to the Registered Device
Accessories or consumable items used in or with the Registered Device unless covered under a separable warranty policy
Normal wear and tear of items not integral to the functioning of the Registered Device
Benefits under the Plan will not, under any circumstances, extend to any loss or injury to a person or loss or defect to property or any incidental, contingent, special or any direct or indirect loss and consequential defects including but not limited to losses incurred due to any delay in rendering service related to this Plan and loss of use during the period that the Registered Device is at an Authorised Service Centre and/or while awaiting parts
Defects caused by unauthorised repair, theft, burglary and accident, including earthquake, storm and or hurricane, abuse, misuse, sand, dust, water, negligence, fire, flood, lightning, malicious defect, impact, corrosion, battery leakage, acts of God, animal or insect infestation or intrusion
Defects resulting from power outages, power surges or dips, fluctuating voltage, inadequate or improper voltage or current
Problems or defects not covered under the original manufacturer's warranty/guarantee
Batteries, internal or external to the Registered Device
Recalls or modifications to the Registered Device
Failure to follow the manufacturer’s instructions or the instructions from Zopper during the term of the Plan
Use of batteries, chargers, and/or accessories not approved by the manufacturer; incorrect electrical leads or connections
The cost of repairing, restoring or reconfiguring software
Any consequential or incidental defects arising from the use or loss of use of the Registered Device
If the Registered Device is sold by the original buyer to another party
The Registered Device is not used in accordance with the manufacturer’s guidelines for usage of the Registered Device, including but not limited to regular maintenance & upkeep of the Registered Device
Special Exclusions
Zopper and Samsung shall not be liable in respect of loss or defect to Registered Device relating to or caused due to the following:
Loss or defect due to any experiments or tests and/or alterations resulting in any abnormal conditions of the Registered Device
Loss or defect due to mechanical or electrical breakdown or derangement, unless such loss is not an accidental defect and which is covered within the manufacturer’s warranty during the Plan Term of 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.
Loss 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
Loss due to deterioration or wearing away or wearing out of any part of the Registered Device that is caused due to or naturally resulting from its normal use or exposure
Zopper and Samsung shall not be liable if:
The Customer or 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 the Plan is purchased for the Registered Device after 180 calendar days from the date of purchase of the Registered Device.
The Customer is unable to submit any of the repair request processing and Device purchase documents required by Zopper or its Zopper’s for processing the eligible repair request.
The Plan shall not cover any loss in the following cases:
When the Repair Request amount has exceeded or exhausted the Benefits Value of the Registered Device.
In any legal action, suit, or proceeding where Zopper or its underwriting partners allege that a loss, destruction, defect, or liability is not covered under this Plan due to the stated exceptions or exclusions, the burden of proving that such loss, destruction, defect, or liability is covered shall rest upon the Customer.
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.
Plan Activation Process
The customer’s device is automatically activated under the Extended Warranty Plan from the Plan purchase date for coverage
Service Request Process
In the event of a defect 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.
Submit all repair request-related information/documents as mentioned in the Samsung Consumer Web Portal within seven (7) calendar days of raising the request or within the timelines as mentioned in the app or communicated to the customer by Zopper.
The request is accepted only if the Registered Device was not more than 180180 calendar days old when this Plan was purchased and the Registered Device was in perfect working condition at the time of purchase of the Plan.
Service 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.
If the Registered Device is replaced under this Plan, the original Device shall not be returned to the Customer and only the replacement product is the Customer’s property, and the benefits for the remaining period of the Plan shall expire after the replacement. Any such replacement will immediately terminate this Plan, and neither Zopper nor Samsung shall have any further obligations for the remainder of the term of this Plan. Due to technological advances, the replacement product may be of lower retail value than that of the original Product.
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.
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, if requested.
Provide information about the reasons and causes of the defect in the Registered Device.
Provide identity proof to verify the Customer or User of the Device on which the Plan is activated.
Respond to requests for information, including but not limited to the serial number of the Registered Device, 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 defect and steps taken to avoid the defect.
Follow the instructions Zopper or Authorised Zopper Providers (ASPs) or Samsung gives the customer, including but not limited to refraining from sending a Registered Device that is not subject to service as per the Plan and packing the Registered Device in accordance with shipping instructions.
The customer must make sure to backup data residing on the Registered Device. DURING THE FULFILLMENT OF SERVICE, ZOPPER OR ASP MAY DELETE THE CONTENT OF THE COVERED DEVICE AND REFORMAT THE STORAGE MEDIA IF NECESSARY. Zopper, or ASPs, may return the customer’s Registered Device after the service event or provide a replacement unit as the Registered Device was originally configured, subject to applicable updates. Zopper or the ASPs may install the latest software updates as part of hardware service that may 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 as a result of the Operating System update. The customer will be responsible for reinstalling all other software programs, data and passwords.
Fill and submit the requested forms and the declaration as required for submitting a valid repair request.
Cancellation And Refund
No cancellation is allowed under this Plan.
Transfer Of Plan
The transfer of ownership of the Plan for the Registered Device from the Customer 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.
Limitation Of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, SAMSUNG, ZOPPER AND ITS EMPLOYEES AND AGENTS WILL UNDER NO CIRCUMSTANCES BE LIABLE TO THE CUSTOMER OR ANY SUBSEQUENT OWNER FOR ANY INDIRECT OR CONSEQUENTIAL DEFECTS OR 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 SAMSUNG, ZOPPER AND ITS EMPLOYEES AND AGENT’S LIABILITY TO THE CUSTOMER AND ANY SUBSEQUENT OWNER ARISING UNDER THE PLAN SHALL NOT EXCEED THE CURRENT MARKET VALUE OF THE REGISTERED DEVICE. SAMSUNG AND ZOPPER SPECIFICALLY DO NOT WARRANT THAT (i) IT WILL BE ABLE TO REPAIR OR REPLACE 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.
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.
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 where prohibited by law.
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.
In carrying out its obligations, Zopper may, at its discretion and solely for the purpose of monitoring the quality of its 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 his/her data may be impacted by being processed in this way, the customer may reach out via email 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 the customer’s 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 prevails over any conflicting, additional, or other terms of any purchase order or other document and constitutes 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