realme 1 Year Screen Protect Plan for realme Devices

Accidental Screen Damage Protection Plan (“Plan”)

  1. The Plan

    2. This accidental screen damage protection and service contract governs the support process for accidental screen damages for realme Devices (“Covered Device”) sold 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 an unboxed condition.

  2. Plan Coverage Duration
    1. Coverage begins when you (“Customer”, who is the User of the Covered Device) register your Covered Device for the Plan and ends on completion of Twelve months from date of purchase of the Covered Device (“Coverage Period”)

    2. This Plan can be purchased only within 15 calendar days of the original purchase of the Covered Device, and subject to the Covered Device being in its perfect working condition

    3. To register for the Plan and obtain your Plan Confirmation, download the realme care mobile application (“realme care app”) from Google Play Store and register your Covered Device for the Plan with the Activation Code sent to you and complete the registration formalities as mentioned in the app. The registration has to be completed within 15 calendar days of purchase of the Device

    4. The terms of this Plan, the original sales receipt for your Plan, the original sales receipt of your Covered Device, the proof of your identity provided at the time of raising a Screen Damage Repair Request, the indemnification you provide about the working condition of the Covered Device before the purchase of the Plan and the Plan Confirmation are each part of your Plan
    5. The accidental screen damage protection coverage provided by the Plan is additional to the coverage provided by the manufacturer’s warranty

  3. Coverage Details
    1. Customer

      The purchaser of the Covered Device whose name is mentioned on the original invoice is the Customer. The purchaser’s spouse, children and parents can be the users of the Covered Device. If the purchaser is a company, Customer shall mean any representative/employee of the company authorized to use the Covered Device

    2. Plan Types

      1. The list of Plans for realme Devices is mentioned below. It is the responsibility of the Customer to purchase the correct Plan as per the realme Device (Covered Device) for which the cover is being purchased

        Plan NameMaximum Retail Price
        realme 1 Year Screen Protect Plan for realme Devices from Rs 10,001 to Rs 15,000 Rs 429/-
        realme 1 Year Screen Protect Plan for realme Devices from Rs 5,000 to Rs 10,000 Rs 279/-
      2. Servify reserves the right to reject the request if the Plan purchased by the Customer does not match the corresponding correct model of realme Device or serial number (Covered Device) for which the Plan has been purchased

  4. Covered Value

    Maximum Covered Value is equivalent to the one-time cost of screen replacement of the Covered Device at the time of submitting a Screen Damage Repair Request for availing protection as eligible under this Plan. Screen Damage Repair Request limit is one (1) repair instance of your Covered Device. Any other repairs during the Plan Period or all subsequent repair requests shall be considered as paid repairs, and the Customer is liable to make payments for such repair requests if undertaken through brand authorised service centres. In no instance if the Customer chooses not to get the screen damage repaired or is not willing to pay the differential amount applicable for the repair, Servify will not refund the benefits value to the Customer. There is a mandatory processing fee of Rs. 500 charged during a repair event under the Plan.


    If the Covered Device:

    1. Scope of Coverage

      Provided the Covered Device is handed over to Servify or its authorized channels in its entirety during the Screen Damage Repair Request Process & that you have submitted the documents as desired under the Plan and have purchased the Covered Device from official sales channels of realme in India, the following conditions would be covered

      If the Covered Device:

      1. Suffers accidental physical screen damage
      2. Suffers screen damage due to:

        1. Acts of god perils, fire, lightening and explosion
        2. Damage during riot, strike & malicious damage

    2. Exclusions


      The Plan will not cover:

      1. Any damage or claim reported within 7 days of activation of this Plan

      2. Plan purchased beyond 7 days of iPhone purchase

      3. Any loss or damage under mysterious circumstances including lost or stolen
      4. Loss or damage due to Intentional act or wilful neglect
      5. Loss or damage arising before/after Coverage Period
      6. Loss or damage not reported to Servify within 48 hours of the loss or damage to the Covered Device

      7. Any loss or damage due to hire or loan of the Covered Device to a third party or if ownership is transferred

      8. Any damages occurred to the Covered Device prior to the activation/registration or incomplete registration

      9. Loss arising due to unlawful act including Terrorist activity, War, Nuclear Explosion, Radioactive Contamination, Chemical, Biochemical, Biological, Electromagnetic, Cyber Attack

      10. Consequential loss of any kind or description including wear & tear, manufacturing defects

      11. Loss or damage caused by incorrect storage, poor care and maintenance, careless use, gross negligence, incorrect installation and incorrect set-up

      12. Loss or damage covered by supplier, dealer or manufacturer’s limited warranty

      13. Any loss effecting to SIM card and any ancillary products even if equipment results into complete stoppage of working

      14. 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 Provider (ASP) of the original manufacturer of the device, or any failure/damage caused outside the Indian territory
      15. 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

      16. Covered Device that has been stolen

      17. Cosmetic damage to the Covered Device including but not limited to scratches, dents and broken plastic on ports

      18. Defects caused by normal wear and tear or otherwise due to normal aging of the product

      19. Issues that could be resolved by upgrading software to the then current version

      20. Third-party products or their effects on or interactions with the Covered Device or the software

      21. Your use of a computer or operating system that is unrelated to consumer software or connectivity issues with the Covered Device

      22. Damage to, or loss of any software or data residing or recorded on the Covered Device

      23. Recovery and reinstallation of software programs and user data are not covered under this Plan

      24. 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

      25. 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

      26. Recalls or modifications to the Product

      27. Accessories used in or with the Product

      28. 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
      29. 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

  5. Special Exclusions

    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. Servify and realme 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. the Plan is purchased for the Covered Device after 15 calendar days from the date of purchase of the Covered Device

      3. if the mandatory registration of the Covered Device is not completed by installing the realme care app on the same Covered Device and completing the initial registration obligations within 15 (fifteen) calendar days of purchase of the Plan

      4. Due to the inability of the Customer to submit either of the Screen Damage Repair Request processing documents or supporting documents required for processing the request

    7. In any action, suit or other proceeding where the Servify or underwriting partner(s) 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 Covered Device

  6. Plan Registration Process

    You are mandatorily required to download the realme care app within 15 days of original purchase of the Device, register for the Plan by entering the Activation Code sent to you by Servify and update the details of your purchase of the Covered Device if desired by Servify, and any other details desired by Servify. You may get an automated communication of confirmation of your registration on completing the registration formalities. Servify or realme may deny any coverage or support (i) if the registration is not done as per the required process; (ii) if any damage or loss has occurred to the Covered Device prior to completing the mandatory registration; or (iii) the damage has occurred within the first 7 calendar days of registering this Plan (“Ineligible Period”)

  7. Screen Damage Repair Request Process


    In the event of damage to the Covered Device, you (Customer) are required to:

    1. Immediately (Not later than 72 Hours from the time of the damage) inform Servify through the realme care app or Servify consumer web portal (https://me.servify.in

    2. Submit all request related documents including but not limited to the purchase invoice of the Covered Device and Photo ID Proof of the Customer and any other document as mentioned in the realme care app at the time of raising the Screen Damage Repair Request

    3. Do note that the Accident Screen Damage Protection Plan is available only if the Plan is purchased within 15 Days of Device purchase

    4. Please note, you will not handover the Covered Device for repairs at any service centre, including at any realme Authorised 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 Covered Device is handed over to a service centre by you before the approval from Servify; any liabilities arising out of such requests before the in-principle approval of the Screen Damage Repair Request from Servify will be solely handled by you (Customer) at your (Customer’s) own expense

  8. Screen Damage Repair Request Fulfilment Process

    1. On approval of the Screen Damage Repair Request, you (Customer) can book an appointment with the nearest realme Authorised Service Centre as indicated on the realme care app or Servify consumer portal. 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 the app or on its consumer web portal about the status of the Screen Damage Repair Request and the next steps expected. Service will be performed at the realme Authorized Service Centres after verification of the entitlement and validity of the Plan. Once the service is complete, you will promptly be notified via the realme care app & Servify consumer web portal for pick-up of the repaired Device

    2. 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 particular method of service under this Plan. 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:

    1. Provide a copy of your Covered Device’s original proof of purchase at the time of raising a Screen Damage Repair Request

    2. Provide information about the reasons and causes of the damage to the Covered Device
    3. 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

    4. 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

    5. 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

    6. Make sure to backup software and data residing on the Covered Device. DURING THE FULFILLMENT OF DAMAGE PROTECTION SERVICE SERVIFY OR THE ASP MAY DELETE THE CONTENTS OF THE COVERED DEVICE AND REFORMAT THE STORAGE MEDIA IF NECESSARY. Servify, or ASPs will return your Covered Device after the service event or provide a replacement unit as the Covered Device was originally configured, subject to applicable updates. Servify or the ASPs may install latest software updates as part of hardware service that will prevent the Covered Device from reverting to an earlier version of the Operating System. Third party applications installed on the Covered Device may not be compatible or work with the Covered Device as a result of the Operating System update. You will be responsible for reinstalling all other software programs, data and passwords

    7. You will update all the new versions available for the realme care app from time to time and not delete the realme app from the Covered Device, failing which the Coverage may stand invalid and you might be asked to download the realme care app again, and the condition of the Covered Device may be determined at your costs before enabling your entitlement towards the coverage of the Covered Device

  10. Depreciation Matrix

    There is no depreciation applicable on the Covered Device under this Plan.

  11. Cancellation and Refund

    1. You can cancel the Plan within 15 (fifteen) calendar days after purchasing it. If the Plan is purchased from via online channel, the refund request has to be given accordingly to the respective online channel.
    2. If cancellation is done within 15 (fifteen) days from Plan purchase date, then the Plan would be eligible for 100% refund of the Plan Fee. The refund will be processed from the channel the Plan has been purchased from

    3. If the cancellation request is received after the expiry of 15 (fifteen) days from the date of purchase of the Plan, there will be no refund under this Plan

    4. Additionally, once a Screen Damage Repair Request has been raised, the Plan cannot be cancelled, and no refund is available irrespective of the decision on the Screen Damage Repair Request

    5. Servify may cancel this Plan if service parts for the Covered Device become unavailable, upon thirty (30) days’ prior written notice or through a notification within the realme care app and by offering the refund for the balance period on an applicable pro-rata basis, subject to no Screen Damage Repair Requests made by you prior to the date of cancellation or services availed by you from Servify. In such a scenario, the coverage of this Plan for future date stands cancelled and you will be offered alternate options, commercially reasonable as determined solely by Servify

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

  13. Transfer of Plan

    The transfer of ownership of the Plan for the Covered Device from the Beneficiary to another party will render the Plan & its Coverage null and void

  14. General Terms

    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 are not required to perform preventative maintenance on the Covered Device to receive service under the Plan, but update the realme 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

    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 of 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.in/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 Servify 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

  15. Support Contact Details:

    1. Servify Customer Service Number: 1 800 123 333 888 (Toll Free), All days, 9am to 9pm
    2. realme Customer Service Number: 1800 102 2777 (Toll Free), All days 9am to 7pm
    3. Servify Customer Service Email ID: [email protected]

    4. realme Customer Service Number [email protected]