We Care – 1 Year Screen Protection Plan on iPhones

(Accidental Screen Damage Protection Plan)

  1. The Plan
    This accidental screen damage protection governs the registration and support process for screen (also referred to as display, touch screen, touch panel) damages to Device sold by its manufacturer’s official sales channels/retailers in India & in its original packaging. This plan is not valid for any products that are purchased by a customer post a return from the first customer & even in unboxed condition
  2. Plan Term
    Benefits under this Plan begins when you (Customer, who is the User of the Device) purchase the Plan and ends on completion of 365 days from date of purchase of the Plan (“Plan Term”).
  3. Plan Eligibility
    1. This Plan can be purchased only for select models within 2 Years of the original purchase of the Device, and subject to the Device being in its perfect working condition
    2. 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
    1. “Registered” Device
      The Device that was successfully registered under the Plan by following the Plan purchase process post performing the device diagnostics for eligibility check as instructed in the Servify Powered App for Apple Partners (“App”) is termed as “Registered Device”
    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
    3. Benefits Value
      Maximum Benefits Value is equivalent to the one-time cost incurred for screen replacement, during the Plan Term. Only one Screen Damage Repair Request per Device is allowed during the Plan Term. 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 Servify. There is a Processing Fee charged on approval of the Damage Repair Request (Refer to the Table below)

      Device ModelProcessing Fee
      iPhone 7, iPhone 8 Rs.750
      iPhone 7 Plus, 8 Plus, XRRs.1000
      iPhone 11, 11 Pro, 11 Pro Max, X, XS, XS Max Rs.2000
    4. Scope of Service under the Plan
      Provided the Registered Device is handed over to Servify or its authorized channels in its entirety during the Damage Repair Request Process & that you have submitted the documents as desired under the Plan and have purchased the Registered Device from Brand Authorised Sales Channels in India, the following conditions would be considered under the Plan.

      1. Inclusions
        If the Registered Device:

        1. Suffers accidental physical screen damage like broken, cracked or shattered screen
        2. Suffers damage due to:
          1. Acts of god perils, fire, lightening and explosion
          2. Damages during riot, strike & malicious damage
      2. Exclusions
        The Plan will not cover:

        1. Plan purchased beyond 2 years from the date of purchase of the original device
        2. Any damage reported with in the first 7 calendar days of purchase/activation of the Plan
        3. Any loss or damage under mysterious circumstances including lost or stolen
        4. Any loss or damage due to fluid accidentally entered the internal circuitry, resulting into stoppage of the Registered Device & resulting into the screen damage
        5. Loss or damage due to Intentional act or wilful neglect
        6. Loss or damage arising before/after Plan Term
        7. Loss or damage not reported to Servify within 72 hours of the loss or damage to the Registered Device
        8. Any loss or damage due to hire or loan of the Registered Device to a third party
        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. Damage caused by (a) a product/ accessory that is not the Registered Device, (b) operating the Registered 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 Authorised Service Centre (ASC) of the original manufacturer of the device (d) Any failure/damage caused outside the Indian territory.
        13. Registered 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
        14. Cosmetic damage to the Registered Device including but not limited to scratches, dents and broken plastic on ports
        15. Damage to, or loss of any software or data residing or recorded on the Registered Device
        16. 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
        17. 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
        18. Recalls or modifications to the Product
        19. Batteries, internal or external to the product
        20. 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
        21. Damaged device where the IMEI 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:

    1. Loss or damage due to any experiments or tests and/or alterations resulting to any abnormal conditions of the Registered 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. 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. Servify shall not be liable for a damage repair request if:
      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
      2. Due to the inability of the Customer to submit either of the Damage Repair Request processing documents or supporting documents required for processing the request
    6. The Plan shall also not cover a loss:
      1. In any action, suit or other proceeding where the Risk Underwriter 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 Registered Device
  6. Plan Activation Process
    You are mandatorily required to download the Servify Powered App for Apple Partners on your Device which you wish to cover. Complete the registration and activation by performing the complete diagnosis & following the process as mentioned in the App. You may get an automated communication of confirmation of your registration on completing the registration formalities. Servify or Apple may deny any support (i) if the registration is not done as per the above requirements; or (ii) 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 Registered Device, you (Customer) are required to:

    1. Immediately (Not later than 48 Hours from the time of the Screen Damage) inform Servify through the Servify App or Servify Consumer Portal (https://servify.in)
    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 Servify App at the time of raising the Screen Damage Repair Request
    3. Please note, you will not handover the Registered Device for repairs at any service centre, including at any Brand 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 Registered Device is handed over to a service centre by you before the approval from Servify; any liabilities arising out of such 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. Screen Damage Repair Request Fulfilment Process
    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 or on a voice call on your registered number or provides an update on the App about the status of the Repair Request and the next steps expected. Once you are notified & that the service is complete, you will promptly be notified via the App. The repaired device will be delivered to the address of initial pickup within the next working day of completion of repair.
    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
    3. Issue, if any, found post receiving the repaired/replaced handset, should be reported within 48 hrs. of the delivery to Servify
  9. Your Responsibilities 
    To receive service or support under the Plan, you agree to comply with the following:

    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)
    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
    3. Provide identity proof if requested to verify Customer of the Plan at the time of raising a Damage Repair Request (if requested)
    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
    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
    6. Take backup and delete the data residing in the Device and turn off ‘Find My iPhone’ (applicable if the device is Apple iPhone) feature before submitting the Device for any repair. DURING THE FULFILLMENT OF SCREEN DAMAGE PROTECTION SERVICE, SERVIFY OR THE AASP MAY DELETE THE CONTENTS OF THE DEVICE AND REFORMAT THE STORAGE MEDIA IF NECESSARY. Servify or the AASP 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.
    7. Fill & submit the necessary details and the declaration as required for submitting a valid Screen Damage Repair Request
  10. 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 REPAIR OR 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
  11. Transfer Of Plan
    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
    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. 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 Registered Device to receive service under the Plan, but update the Servify 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 purchase in India and using in India
    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
    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. 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 [email protected] or the call centre numbers mentioned below 
    8. 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
    9. Servify is not obligated to renew this Plan. If either Servify does offer a renewal, they will determine the price and terms
    10. Servify reserves the right, at its discretion, to change or modify, the terms of this Plan
    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
  13. Support Contact Details:
    1. Servify Customer Service Number:1 800 123 333 888 (Toll Free), all days, 9am to 9pm
    2. Servify Customer Service Email ID: [email protected]