Theft & Accidental Damage (Liquid & Physical) Protection Plan for VuLive Device

This risk underwritten Accidental Damage Protection & Theft Protection contract governs the support process for physical & fluid damages and Theft cover for under warranty devices (“Covered Device”) which are owned by VuLive and registered with Servify.

1. Coverage begins when VuLive (Beneficiary, who is the Owner of the Covered Device) registers the device under the Plan and ends on completion of Twelve months from date of registration.
2. The theft and accidental damage protection coverage provided by the Plan is additional to the coverage provided by the manufacturer’s hardware warranty in the first 365 days post purchase of the original device.
3. Only one claim per Covered Device is allowed during the term of the plan. All subsequent claim requests shall be considered for paid repair only. Upon reporting & further settlement of the theft claim the Plan Cover/Sum Insured shall cease to exist.

1. Beneficiary

   The purchaser of the Covered Device whose name is mentioned on the original invoice is the Beneficiary.

2. Covered Value

   Maximum Covered Value is equivalent to the Sum Insured which is calculated as Depreciated Value of the device at the time of submitting the claim for availing protection as eligible under this Plan, less sum of total claimed amount during policy period. Claim limit is subjected to exhausting the applicable Sum Insured during the policy period of 12months (1Year). If the repair charges are more than the Sum Insured determined at the time of submitting the claim, the Beneficiary may choose to bear the differential price for obtaining the repair as determined by the Authorised Service Centre (“ASC”) or receive the Covered Value as the complete settlement of the claim under this plan. Also, upon reporting & further settlement of the theft claim the Plan Cover/Sum Insured shall cease to exist. The Beneficiary must pay a Claim Processing charge of Rs. 300/- in case of repair OR settlement of claim during any claim event. Alternatively, if Beneficiary opts for reimbursement, when claim being assessed as Beyond Economic Repair / Theft claim then the applicable depreciated amount less the claim processing charges of Rs.300/- will be returned to the beneficiary as settlement subject to beneficiary returning the original device along with its and original box to Servify.

3. Scope of Coverage
   1. When Claim is reported under Damage Protection of the Plan purchased & provided the Covered Device is handed over to Servify in its entirety during the Claim Process & that the beneficiary has submitted the documents as desired under the Plan.

      The following conditions would be covered. If the Covered Device:

      1. Suffers accidental physical damage and/or such damage that causes Covered Device to stop working on normal usage
      2. Fails to work because accidentally fluid has entered its internal circuitry, resulting into stoppage of the Covered Device

      3. Suffers damage due to:

         1. Acts of god perils, fire, lightening and explosion
         2. Damage during riot, strike & malicious damage
   2. When Claim is reported under Theft Protection of the Plan purchased & provided that the beneficiary has submitted the documents as desired under the Plan.The following conditions would be covered. If the Covered Device:
      1. Theft during riot or strike
      2. Burglary including theft.

The Plan will not cover:

1. For Accidental Damage Protection:

   The Plan will not cover:

   1. Any damage or claim reported within 7 days of registration of this Plan
   2. Any Loss, such as forgotten/misplaced/left unattended, missing, and any loss under mysterious circumstances
   3. Loss or damage due to Intentional act or wilful neglect
   4. Loss or damage arising before/after Coverage Period
   5. Loss or damage not reported to Servify within 48 hours of the loss or damage to the Covered Device
   6. Loss arising due to unlawful act including Terrorist activity, War, Nuclear Explosion, Radioactive Contamination, Chemical, Biochemical, Biological, Electromagnetic, Cyber Attack
   7. Consequential loss of any kind or description including wear & tear, manufacturing defects
   8. Loss or damage caused by incorrect storage, poor care and maintenance, careless use, gross negligence, incorrect installation and incorrect set-up
   9. Loss due to negligence, intentionally misplaced, left unattended & forgotten at a public place
   10. Loss covered by supplier, dealer or manufacturer’s limited warranty
   11. Damage caused by (a) a product/ accessory that is not the Covered Device, (b) operating the Covered Device outside the permitted or intended uses described by the original manufacturer of the device, or (c) service (including upgrades and expansions) performed by anyone who is not an Authorized Service Centre (ASC) of the original manufacturer of the device, or any failure/damage caused outside the Indian territory
   12. Covered Device with a 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 original manufacturer of the device
   13. Cosmetic damage to the Covered Device including but not limited to scratches, dents and broken plastic on ports
   14. Defects caused by normal wear and tear or otherwise due to normal aging of the product
   15. Issues that could be resolved by upgrading software to the then current version
   16. Third-party products or their effects on or interactions with the Covered Device or the software
   17. Your use of a computer or operating system that is unrelated to consumer software or connectivity issues with the Covered Device
   18. Damage to, or loss of any software or data residing or recorded on the Covered Device
   19. Recovery and reinstallation of software programs and user data are not covered under this Plan
   20. 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
   21. Costs implicitly or explicitly covered by any manufacturers, suppliers or repairers guarantee or warranty. Problems or defects otherwise covered under the original manufacturer’s Warranty/ Guarantee
   22. Recalls or modifications to the Product
   23. Accessories used in or with the Product
   24. Replacement of consumable item or accessory like, plugs, batteries, light bulbs, light covers, software and add-on options incorporated in a Product for which the Service Contract was purchased. Batteries, internal or external to the product
   25. Damage resulting from power outage, power surges or dips, fluctuating voltage, inadequate or improper voltage or current. Reception or transmission problems resulting from external causes

Servify shall not be liable in respect of loss or damage to Covered Device relating to or caused due to the following:

1. Loss or damage due to any experiments or tests and/or alterations resulting to any abnormal conditions of the Covered Device
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
3. Penalties for delay or detention or in connection with guarantees of performance or efficiency
4. Loss due to the Covered 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. Loss due to deterioration or wearing away or wearing out of any part of the Covered Device that is caused due to or naturally resulting from its normal use or exposure
6. Any loss and/or damage prior to delivery of Insured Device.
7. Servify shall not be liable for any loss or damage claim if:
   1. The user is found to be involved in any way in fraudulent or illegal activity of any kind whatsoever related to this Plan or Covered Device and/or
   2. Due to the inability of the Beneficiary to submit any of the claim processing and claim payment documents required by Servify or the risk underwriter for processing the eligible claim
8. The Plan shall also not cover a damage or loss:
   In any action, suit or other proceeding where the risk underwriter or Servify alleges that by reason of the provisions of the exceptions or exclusions above, any loss, destruction, damage or liability is not covered by this Plan, the burden of proving that such loss, destruction, damage or liability is covered shall be upon the Beneficiary
9. This plan does not cover: A. Damage to parts intended to be replaced or consumed (e.g., batteries, ) or cosmetic damage; B. damage or alteration from intentional misuse, modification, an unsuitable physical or operating environment, improper maintenance by anyone other than Vulive authorized service providers, removal of original parts or alteration of a product or identification labels.

1. In the event of damage to the Covered Device, you (Beneficiary) are required to do the following things:
   1. An immediate intimation (not later than 48 hours from the date and time of damage) about the damage should be given to Servify via its support channels comprising of the Servify App or Consumer Portal (me.servify.tech) or Call Centre Number (1 800 123 333 888)
   2. The event needs to be notified to Servify with cause or reason of damage
   3. Do not get the damaged Insured Device repaired unless intimated over helpline of Servify & further authorized by Servify
   4. Documents required during a damage claim: (1) Electronic claim form duly filled in with all the details of the damage, (2) ID proof, if required by the Insurer, (3) Purchase invoice, if requested by the Insurer
2. In the event of Loss/Theft to the Covered Device, you (Beneficiary) are required to do the following things:
   1. An immediate intimation (not later than 48 hours from the date and time of damage) about the
      Loss/Theft should be given to Servify via its support channels comprising of the Servify App or Consumer Portal (me.servify.tech) or Call Centre Number (1 800 123 333 888)
   2. The event needs to be notified to Servify with narration of the Loss/Theft incident.
   3. Documents required during the claim: (1) Electronic claim form duly filled in with all the details of the damage, (2) ID proof, (3) Purchase invoice (4) (5) Deed of indemnity & Subrogation, (6) FIR (for Loss/Theft cases), (7) Police Intimation Form/Police Investigation Report (for vehicle accident cases)
   4. An immediate intimation (not later than 48 hours from the date and time of damage) about the
      Loss/Theft should be reported to nearest police authorities and police FIR confirmation to be furnished.

1. For claim pertaining to the damage of the device,
   1. On occurrence on the damage to the device, you must intimate Servify about the incident within 48 hours.
   2. Servify provides services through Pick/Drop Support (“PUDO”) Service for the Covered Device.
   3. You are required to wait until Servify confirms in writing via an email or on a voice call on your registered number or provides an update on its Consumer Web Portal about the status of the claim and the next steps expected
   4. Once you are notified & that the service is complete, you will promptly be notified via the Servify Consumer Web Portal. The repaired device will be delivered to the address of initial pickup within the next working day of completion of repair.
   5. Servify reserves the right to change the method by which they may provide repair service to you, and your Covered Device’s eligibility to receive a method of service under this Plan.
2. For claim pertaining to the theft of the device,
   1. On occurrence on the loss/theft of the device, you must intimate Servify about the incident within 48 hours.
   2. You must wait for Servify to confirm in writing via an email or on a voice call on your registered number or provides an update on its Consumer Web Portal about the status of the claim and the next steps expected.
   3. If requested, provide the required documents (as given in point no. 6.2.3)
   4. The reimbursement of the Sum Insured will be processed post the claim is assessed and approved

1. In the event of damage to the Covered Device

   To receive service or support under the Plan, you agree to comply with the following:

   1. Provide a copy of your Covered Device’s original proof of purchase, if requested again
   2. Provide Original copy and information of the Job Sheet upon replacement of the device, which was obtained from authorized service centre of the original manufacturer.
   3. Provide information about the reasons and causes of the damage to the Covered Device
   4. Provide identity proof if requested to verify Beneficiary of the Plan
   5. Respond to requests for information, including but not limited to the Covered Device serial number, model, version of the operating system and software installed, any peripherals devices connected or installed on the Covered Device, any error messages displayed, actions taken before the Covered Device experienced the damage and steps taken to avoid the damage
   6. Follow instructions Servify gives you, including but not limited to refraining from sending Covered Device that is not subject to damage protection as per the Plan and packing the Covered Device in accordance with shipping instructions
   7. Fill and submit the Claim Forms and the Declaration Form as required for submitting a valid Claim
   8. Providing any additional documents as may be required by the Insurer to determine the admissibility of the claim.
2. In the event of Loss/Theft to the Covered Device

   To receive service or support under the Plan, you agree to comply with the following:

   1. Reporting of the Loss/Theft to Servify within 48 hours of the event
   2. Provide a copy of your Covered Device’s original proof of purchase, if requested again
   3. Provide identity proof if requested to verify Beneficiary of the Plan
   4. Loss/Theft to be reported to nearest police authorities within 48 hours and police FIR confirmation to be furnished
   5. Fill and submit the Claim Forms and the Declaration Form as required for submitting a valid Claim
   6. Providing any additional documents as may be required by the Insurer to determine the admissibility of the claim.

The standard depreciation matrix applicable for this Plan is as below:

If the Covered Device is Beyond Economic Repairs, the applicable depreciated amount will be returned to you as settlement subject to you returning the original device along with its original box to Servify.

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 THE DEPRECIATED VALUE OF THE COVERED DEVICE. SERVIFY SPECIFICALLY DOES NOT WARRANT THAT (i) IT WILL BE ABLE TO REPAIR COVERED 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 COVERED DEVICE OR SUPPLY OF THE SERVICE

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
2. Servify is not responsible for any failures or delays in performing under the Plan that are due to events outside its reasonable control
3. You may be required to perform preventative maintenance on the Covered Device to receive service under the Plan.
4. This Plan is offered and valid only if you are making a claim in India
5. This Plan is not offered to persons who have not reached at least the age of 18. This Plan may not be available in all states, and is not available where prohibited by law
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 the calls between you and them
7. 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 Servify, details of which are available on its website under servify.tech/privacy/
8. 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 Service at the support mediums provided such as [email protected] or the call centre number of Servify.
9. The terms of the Plan, including the original sales receipt of the Covered 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
10. Servify is not obligated to renew this Plan. If either Servify does offer a renewal, they will determine the price and terms
11. There is no informal dispute settlement process available under this Plan
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. These terms and conditions shall be governed by and construed under the laws of India
14. These terms and conditions do not affect your statutory rights as a consumer

1. This Agreement shall be governed and interpreted by, and construed in accordance with, the substantive laws of India and, subject to the arbitration agreement, only the courts of Mumbai shall have exclusive jurisdiction
2. Any communication in respect to this policy may be sent to Service Lee Technologies Private Limited. Service Lee Technologies Private Limited, 1022, 2nd Floor, Building No.: 10, Solitaire Corporate Park, Andheri-Kurla Road, Andheri – East, Mumbai – 400 093, Maharashtra, India Tel 1 800 123 333 888 Business Hours 10am-8pm email [email protected]

1. Servify Customer Service Email ID: [email protected]
2. Servify Claims Email ID: [email protected]
3. Servify Customer Service Number: 1 800 123 333 888 (All days, 9am to 9pm)