Screen Repair Terms and Conditions.
This statement informs you of the terms and conditions that apply when you use Screen Repair plan after purchase Kaspersky products. All services related to Kaspersky Device Care – Screen Repair are provided by Servify (Service Lee Technologies Private Limited)
Key terms & conditions:
Warranty plan covers only 1 smartphone and 1 screen repair per year subscription. Supported brands can be found in section 15 below.
The smartphone should not be older than 2 years from the date of purchase, and its screen should intact at the start of warranty plan.
Smartphone registration and device verification is required and should take place within 5 days after subscription purchase in order to start the warranty plan.
The maximum amount of screen repair coverage is 10 000 INR, 50% of which is paid by consumer as deductible.
If the repair cost of the Registered Device is more than the Benefits Value (10 000 INR), the device will be repaired until the covered value (10 000 INR) and consumer will have to bear the additional cost.
There is a 30-days waiting period after purchase before customer could place a claim for screen repair.
1. The Plan
This accidental screen damage protection governs the registration and support process for screen damages (also referred to as display, touch screen, touch panel) of devices (smartphone) sold by supported OEM through its official sales channels in India & in its original packaging. 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
2. Plan Term
Benefits under the Plan begins when you (“Customer”, who is the User of the Device) registers the Device for the Plan and ends on completion of Twelve months from date of purchase of the Kaspersky’s product (“Plan Term”)
3. Plan Eligibility
3.1. This plan must be bundled along with the purchase of the Kaspersky products, and subject to the Device being in its perfect working condition. The device will have to pass the diagnostics before plan is activated and Servify will reserve the right to the plan activation based on diagnostics result.
3.2. Serial number will be mandatory at the time of registration of device. Servify reserves the right to validate the date of device activation from its existing relationship/ open source websites and deactivate the plan in case the devices are over 2 years old.
3.3. The terms of this Plan, the original sales receipt of your Device, the proof of your identity provided at the time of raising a Screen Repair Request together, 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 the Plan.
3.4. The benefit of accidental screen damage protection provided by the Plan is additional to the benefits provided by the manufacturer’s warranty.
4. Coverage Details
4.1. “Registered” Device
The Device for which the Plan has been purchased and successfully registered under the Plan at the same time as the original purchase of the Device is termed as “Registered Device”
4.2. 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, Customer shall mean any representative/employee of the company authorized to use the Registered Device
4.3. Benefits Value
Maximum Benefits Value is equivalent to one-time cost incurred for screen replacement, during the Plan term. Only one Screen Repair Request per Device is 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 and customer needs to contact brand service centers for the repairs. Servify will not be responsible to support any service beyond 1st claim. There is an additional Processing Fee charged during a repair event under the Plan as follows:
| Device Coverage (Benefits Value) | Deductible (INR) |
|---|---|
| 10k Coverage | 5000 |
4.4. Beyond Economic Repairs (BER)
If the repair cost of the Registered Device is more than the Benefits Value of the Registered Device, then the repair request will be determined as Beyond Economic Repairs (BER). In case of BER, the device will be repaired until the covered value and consumer will have to bear the additional cost. The total of all benefits paid or payable under this plan while it is in force shall not exceed the “Device Coverage” opted by the Customer for the Covered Device under this Plan.
4.5. Scope of Service under the Plan
Provided the Registered Device is handed over to Servify or its authorized channels in its entirety during the screen repair request process & that you have submitted the documents as desired under the Plan and have purchased the Registered Device from supported OEM Authorized Sales Channels in India, the following conditions would be considered under the Plan.
4.5.1. Inclusions
If the Registered Device:
4.5.1.1. Suffers accidental physical screen like broken, cracked or shattered screen
4.5.2. Exclusions
The Plan will not cover:
4.5.2.1. Any Damage reported within 15 days of registration of the Plan
4.5.2.2. Suffers physical screen damage due to:
4.5.2.2.1. Acts of god perils, fire, lightening and explosion
4.5.2.3. Any loss or damage to the Registered Device:
4.5.2.3.1. due to fluid accidentally entered the internal circuitry, resulting into stoppage of the Registered Device & resulting into the screen damage
4.5.2.3.2. due to Intentional act or willful neglect
4.5.2.3.3. arising before or after Plan term
4.5.2.3.4. under mysterious circumstances including lost or stolen
4.5.2.3.5. due to hire or loan of the Registered Device to a third party or if ownership is transferred
4.5.2.3.6. due to unlawful act including Terrorist activity, War, Nuclear Explosion, Radioactive Contamination, Chemical, Biochemical, Biological, Electromagnetic, Cyber Attack
4.5.2.3.7. caused by incorrect storage, poor care and maintenance, careless use, gross negligence, incorrect installation and incorrect set-up
4.5.2.3.8. 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
4.5.2.3.9. due to any experiments or tests and/or alterations resulting to any abnormal conditions of the Registered Device
4.5.2.4. 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.
4.5.2.5. Damage caused by:
4.5.2.5.1. a product/accessory that is not the Registered Device
4.5.2.5.2. operating the Registered Device outside the permitted or intended uses described by manufacturer
4.5.2.5.3. service (including upgrades and expansions) performed by anyone who is not OEM Authorized Service Centre (“ASC”) or any failure/damage caused outside the Indian territory
4.5.2.5.4. Third-party products or their effects on or interactions with the Registered Device or the software
4.5.2.5.5. Recalls or modifications to the Device
4.5.2.5.6. Consequential loss of any kind or description including wear & tear, or otherwise due to normal aging of the product or manufacturer defect
4.5.2.5.7. Cosmetic damages like scratches, dents and broken plastic on ports
4.5.2.5.8. Loss or damage covered by supplier, dealer or manufacturer’s limited warranty
4.5.2.5.9. Any loss affecting to SIM card and any ancillary products even if Registered Device results into complete stoppage of working
4.5.2.5.10. Issues that could be resolved by upgrading software to the then current version
4.5.2.5.11. Your use of a computer or operating system that is unrelated to consumer software or connectivity issues with the Registered Device
4.5.2.5.12. Damage to, or loss of any software or data residing or recorded on the Registered Device
4.5.2.5.13. Recovery and reinstallation of software programs and user data are not covered under this Plan
4.5.2.6. Any loss or damage to accessories and panels even if forming part of the standard pack or to any complimentary or ancillary product/s made available under any promotional scheme
4.5.2.7. Replacement of consumable item or accessory like, plugs, batteries, light bulbs, light covers, software and add-on options incorporated in a Device for which the Plan was activated
4.5.2.8. Damaged Registered 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.
5. Special Exclusions
Servify shall not be liable in respect of loss or damage to Registered Device relating to or caused due to the following:
5.1. Loss or damage due to any experiments or tests and/or alterations resulting to any abnormal conditions of the Registered Device
5.2. Loss or damage due to mechanical or electrical break down or derangement, unless such loss is accidental damage, and which is not covered within the manufacturer’s warranty
5.3. Penalties for delay or detention or in connection with guarantees of performance or efficiency
5.4. 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
5.5. Servify and Kaspersky shall not be liable for a damage repair request if:
5.5.1. 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
5.5.2. Due to the inability of the Customer to submit either the Repair Request processing documents or supporting documents required for processing the request
6. Plan Activation Process
You are mandatorily required to download Kaspersky Device Care (the App), register the Device on the App using the serial number of the device and activate the plan. The device will have to pass the diagnostics before plan is activated and Servify will reserve the right to the plan activation based on diagnostics result. The liability and responsibility of completing the activation process is solely on you (Customer). You may get an automated communication of confirmation of your registration on completing the document upload formalities. Servify may deny any support (i) if the registration is not done as per the above requirements; (ii) if any damage has occurred to the Registered Device prior to completing the mandatory registration.
7. Repair Request Process
In the event of damage to the Registered Device, you (Customer) are required to:
7.1. Immediately (Not later than 48 Hours from the time of the Screen Damage) inform Servify through the Kaspersky Device Care App or Kaspersky Device Care Consumer Portal (https://me.servify.in/login)
7.2. Submit all Request related documents including but not limited to the purchase invoice of the Registered Device and Photo ID Proof of the Customer and any other document as mentioned in the Kaspersky Device Care App at the time of raising the Screen Damage Repair Request
7.3. Please note, you will not handover the Registered Device for repairs at any service center, including at any OEM Authorized Service Centre (ASC) until confirmed by Servify. It is expressly stated that Servify will not be held responsible for fulfilling any such requests where the Registered Device is handed over to a service center by you before the approval from Servify; any liabilities arising out of such Screen Damage Repair Request before the in-principle approval of the requests from Servify will be solely handled by You (Customer) at Your (Customer’s) own expense
8. Repair Request Fulfilment Process
8.1. Servify provides services through Pick/Drop Support (“PUDO”) Service for the Registered Device, for serviceable locations. You are required to wait until Servify confirms in writing via an email, on a voice call on your registered number and provides an update on the App / Consumer Web Portal about the status of the Damage Repair Request and the next steps expected. Once you are notified & that the service (either repair or replacement) is complete, you will promptly be notified via the App or on the Consumer Web Portal. The repaired device will be delivered to the address of initial pickup. Service will be performed at the Brand Authorized Service Centers 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 Kaspersky App & Consumer Web Portal
8.2. Servify reserves the right to change the method by which they 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
9. Your Responsibilities
To receive service or support under the Plan, you agree to comply with the following:9.1. Provide a copy of your Registered Device’s original proof of purchase at the time of raising a Screen Damage Repair Request (if requested)
9.2. Provide information about the reasons and causes of the damage to the Registered Device. Provide identity proof if requested by Servify (at the time of raising a Screen Damage Repair Request) to verify the User of the Device, on which Plan is activated
9.3. Provide identity proof if requested to verify Customer of the Plan at the time of raising a Screen Damage Repair Request (if requested)
9.4. 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
9.5. Follow instructions Servify 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
9.6. Take backup and delete the data residing in the Device. DURING THE FULFILLMENT OF SCREEN DAMAGE PROTECTION SERVICE, SERVIFY OR THE ASC MAY DELETE THE CONTENTS OF THE DEVICE AND REFORMAT THE STORAGE MEDIA IF NECESSARY. Servify or the ASC will return the Device after the service event or provide a replacement device as per Brand’s service policies. Servify 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. 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.
9.7. Fill & submit the necessary details and the declaration as required for submitting a valid Screen Damage Repair Request
10. Cancellation And Refund
10.1. Refunds are not applicable under this Plan. Cancelation is possible as part of cancelling Kaspersky products (refer to Kaspersky T&Cs).
10.2. Servify may cancel this Plan if service parts for the Registered Device become unavailable, upon thirty (30) days’ prior written notice or through a notification within the Kaspersky Device Care App and by offering the refund for the balance period on an applicable pro-rata basis, subject to no Repair Request made by you prior to the date of cancellation or services availed by you from Servify. In such a scenario, the benefits of this Plan for future date stands cancelled and you will be offered alternate options, commercially reasonable as determined solely by Servify.
11. Limitation Of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, SERVIFY 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 SERVIFY’S OBLIGATIONS UNDER THIS PLAN. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE LIMIT OF SERVIFY, AND ITS EMPLOYEES AND AGENT’S LIABILITY TO YOU AND ANY SUBSEQUENT OWNER ARISING UNDER THE PLAN SHALL NOT EXCEED ONE TIME COST INCURRED FOR SCREEN REPLACEMENT OF THE REGISTERED DEVICE . SERVIFY 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 SERVIFY’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, SERVIFY’S LIABILITY IS LIMITED, AT ITS SOLE OPTION, TO REPLACE OR REPAIR OF THE REGISTERED DEVICE OR SUPPLY OF THE SERVICE
12. Transfer Of Plan
12.1. 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
12.2. If the Registered Device 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.
12.3. It is the responsibility of the Customer to share the replaced Device IMEI/Serial no. and the replacement invoice issued by the supported OEM Authorized Service Centre
13. General Terms
13.1. Servify may subcontract or assign performance of its obligations to third parties but shall not be relieved of its obligations to you in doing so
13.2. Servify is not responsible for any failures or delays in performing under the Plan that are due to events outside its reasonable control
13.3. You are not required to perform preventative maintenance on the Registered Device to receive service under the Plan, but update the Kaspersky Device Care App from time to time whenever there is a new version available on the Google Play Store or as advised on https://servify.in
13.4. This Plan is offered on a supported OEM Device purchased in India and used in India
13.5. 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
13.6. In carrying out its obligations Servify may, at their discretion and solely for the purposes of monitoring the quality of their response, record part or all of the calls between you and Servify
13.7. Servify 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 Servify regarding the processing of data, and Servify 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 support@servify.tech
13.8. You agree that any information or data disclosed to Servify under this Plan is not confidential or proprietary to you. Furthermore, you agree that Servify 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 Kaspersky, details of which are available on its website under https://www.kaspersky.co.in/products-and-services-privacy-policy
13.9. 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 your and Servify’s entire understanding with respect to the Plan
13.10. Servify is not obligated to renew this Plan. If either Servify does offer a renewal, they will determine the price and terms
13.11. There is no informal dispute settlement process available under this Plan
13.12. 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
13.13. These terms and conditions shall be governed by and construed under the laws of India
13.14. These terms and conditions do not affect your statutory rights as a consumer
13.15. Servify reserves the right, at its discretion, to change or modify, the terms of this Plan
14. Support Contact Details
14.1. Servify Customer Service Number: 1800 123 333 888 (Toll Free)
14.2. Servify Customer Service Email ID: support@servify.tech
15. Supported Brands
15.1. Samsung
15.2. Xiaomi
15.3. Oppo
15.4. Realme
15.5. Nokia
15.6. Motorola
15.7. LG
15.8. Lenovo
15.9. Vivo
15.10. OnePlus