WarrantyAssist Plan - Detailed Terms and Conditions

The following are the terms and conditions for the WarrantyAssist program supported by OneAssist Consumer Solutions Private Limited, here in after referred to as "OneAssist", incorporated under the Companies Act, 1956 and having its corporate office at OneAssist Consumer Solutions Private Limited, 3rd Floor, Fleet House, Next to Marol Naka Metro Station, Marol Naka, Andheri Kurla Road, Mumbai - 400059. The program is operated on the platform (www.flipkart.com)/ Flipkart M App/ Flipkart Lite Platform (“Platform”).

The program is operated on the platform (www.flipkart.com)/ Flipkart M App/ Flipkart Lite Platform (“Platform”).

Program Key features:

You would be entitled for the following for the duration of 30 days from the device delivery date.

Eligible Brands- Samsung and Realme

· FREE Doorstep pickup & delivery for repairs

· Repairs from Brand Authorized Service centre only

· Unlimited number of service requests

· Covers all kind of manufacturer related defects only

· Completely cashless for the customer

What is not covered:

· Any kind of accidental or liquid damage to the device.

· Accessories in the box are not covered under this program.

· Defects not covered under original manufacturer’s warranty

· Handset found Dead on Arrival

Preliminary check:

• WarrantyAssist plan ("Program") is a program consisting of: End-to-End repair service in case of any kind of manufacturer’s defect (via brand Authorized service center). The Program is provided as a complimentary benefit on the e-commerce platform,www.flipkart.com, whether accessed through a mobile application or any other means
• This Program is applicable only on select smartphones on the Platform sold by registered seller. This Program is available only in select cities in India and on select pin codes ("Serviceable Address").
• This Program shall be valid for a period of Thirty (30) days from the date of successful delivery of the Covered Product and provided the said Program is not cancelled by Flipkart.
• In case of any discrepancy between the terms mentioned in these T&Cs against any other modes of communication, the terms set forth in these T&C’s shall prevail.
• The terms of use, privacy policy, and other relevant documentation including any modifications, alterations, or updates thereof, that are published on the Platform; and terms and conditions of OneAssist

For scenarios, where your address gets changed post purchase (''New Address'') of this program, 'repair' facility option would only be applicable if the New Address falls under "Serviceable Addresses". In case, New Address does not fall under "Serviceable Addresses", OneAssist may choose different service option to cater to the claim (refer to the Claims process for more details). Any repair from a non-brand authorized workshop will result in cancellation of the benefits mentioned under this program.

• All 'manufacturer Warranty' claims shall be serviced and undertaken by OneAssist Consumer solutions (via brand authorized service center) and Brand warranty will continue for the remaining period.

Eligible benefits under the Program:

• Single customer touch point for any manufacturing defect issue related to primary product
• Repairs by Brand authorized service centres with pick and drop service.

Benefit Details:

Claim Type	Time Since policy start date	Repair
Manufacturer Warranty Defects	30 Days from successful delivery of the covered Product	1. Free Repair
2. Free Pick & Drop
3. No Processing fee

No fee applicable for in-warranty issues. Includes labor charges, cost of sundry parts including but not limited to adhesive, paint, wires etc.

For cases where repair is not available due any reason, including by not limited to spare parts not available, OneAssist will follow the Brand / OEM guidelines & claim will be processed accordingly.

What is not covered under this Program

· Any damage to the Covered Product not covered under manufacturer’s warranty

· Any unauthorized repair of the Covered Product

· Theft or Loss of Covered Product

· Loss or damage to accessories, SIM card or ancillary products (e.g., memory card)

· Damage to the Covered Product because of usage not in accordance to manufacturer's guidelines, including short circuiting during power surge

· Any cosmetic damage not resulting in stoppage of or functioning/usage of the Covered Product - including but not limited to:

• Scratching, cracking and/or denting of the Covered Product body
• Minor damage/scratch on the device screen/LCD
• General Wear and Tear
• Loss of data or loss of installed software
• Loss or damage to the device during the following scenarios

a. Loss due to confiscation by government/local authorities or security agencies

b. Loss/Damage during commercial hire/rent of the Covered Product

c. Loss/Damage during commercial transit

d. Loss/Damage during War/ Riots/ Fights/Act of terrorism/nuclear radiation

Claims process

1) Documents & Pre-requisite for claim processing:

a. Claim to be intimated to Flipkart within 30 days from the successful delivery of the device

b. Covered Product Original Purchase Invoice, if required

c. Payment of repair estimate amount (If any) which is not covered under brand warranty.

Process flow:

a. In the event of defect within the first 30 days from delivery of the SmartPhone, customer to contact flipkart via ‘Need help’ section under the order summary page on the Flipkart application

b. Post intimation to Flipkart, customer will receive a link from OneAssist on their email ID & mobile number registered with Flipkart.

c. Customer needs to submit the original Invoice copy with other relevant information for processing the claim, if required.

d. OneAssist will verify the documents received from the customer and will trigger request to its Service Partner for collecting the Covered device from the Customer, otherwise, OneAssist will inform customer about deficiencies in the documentation which will have to be rectified by the customer. Customer should provide all required documents to OneAssist within 48 Hrs of filling the claim. OneAssist reserve the right to close such claims where the required documents are not received despite of regular follow-up and reminders.

e. OneAssist Service Partner will fix an appointment with the customer for collecting the defective Covered Product, within 48 hours of submitting required document to OneAssist.

f. Different Pickup Scenarios: The Pickup and Delivery of Customer's Covered Product will happen as per the given below Scenarios. Pick-up and delivery of Covered Product shall be available only on address registered with OneAssist. on the written request of customer OneAssist may pick-up/ deliver Covered Product at any other address given by customer provided customer is solely responsible for loss/ damage in such cases.

i. Scenarios 1 – Doorstep service:

a. In this scenario, upon approval of the claim, OneAssist will arrange for pick-up of the defective handset from the customer and deliver the repaired Covered Product to the customer.

b. City name: The city list of Doorstep service can be downloaded from www.oneassist.in The city list will be updated from time to time.

ii. Scenario 2 - Mail in Process:

a. Service Description: In this scenario, upon approval of the claim, OneAssist will arrange for courier pick up of the defective Covered Product from the customer premise, arrange for the repair and delivery of repaired Covered Product back to the customer location.

b. Locations covered: Other than locations covered under Doorstep service.

iii. Scenario 3- Out of service Location

a. In this scenario where the device cannot be picked up through doorstep or courier pick up, due to lack of such courier services by logistics and courier partners in these locations, upon approval of the claim, Customer will be required to courier the damaged Covered Product along with the completed documents to nearest Service Centre, as guided by OneAssist. OneAssist will reimburse such cost of dispatch incurred by customer up on submission of the actual bill. In these locations, even customer can go ahead and repair the device on their own with due approval on the claim on the repair estimate. In such repairs, customer will have to submit the repair invoice to claim the reimbursement, subject to prior approval for the repair is obtained and all required documents are in order.

g. OneAssist representative will carry out following checks at the doorstep before pickup of the defective device –

d. Check for physical damage – In case we identify any kind of physical damage (accidental or liquid damage) on the device at the time of pickup, OneAssist may deny the respective service request.

e. Check for covered device – OneAssist will validate the IMEI / Serial no of the device with the details available with OneAssist and in case of mismatch, may deny the respective service request. If the representative is unable to validate the IMEI number due device not working, the device will be pickedup and validated by Authorised service center.

h. Service Partner will submit the Covered Product at the Service Center for repairs; get an estimate for repairs along with the tentative timelines for repairs within 48 hours of submitting the Covered Product to the Brand Authorized Service Center.

i. Brand Authorized Service centre will get the device repaired as per the Brand guidelines for any defects covered under manufacturer’s warranty.

a. In case there are any spare part or if the entire device is not covered under original manufacturer’s warranty, Brand Authorized Service centre would generate a repair estimate to OneAssist & the same will be communicated to the customer for payment.

b. Repair for such scenarios will happen post payment of the complete repair estimate by the customer to OneAssist.

c. In case customer denies the payment for repair estimate, OneAssist will deliver the un-repaired handset back to the customer

j. On confirmation of repair of the Covered Product by the Service Center, OneAssist will instruct its Service Partner to collect the same from the Service Center and deliver it to the customer with an acknowledgement from the customer. Delivery of repaired device will also happen as per the Pickup scenario mentioned above.

Program – Service Assurance

• Subject to the other terms and conditions and force majeure events, OneAssist ensures " Eight (08) Business Days in Metro Cities i.e Delhi, Mumbai, Kolkata, Hyderabad, Bangalore and Chennai, and Forteen (14) Business Days in all other cities (Excluding Motorola Devices). service assurance from successful pickup of the device for all Claims. Activities during this period include: Covered Product pickup, repair/replacement, first attempt of door-step delivery. However, incase on Motorola brand devices the same will be Twelve (12) Business days in Metro cities and Sixteen (16) Business days in all other cities.
• The promised SLA of OneAssist under these Terms and Conditions are subject to restrictions based on local, State and Central Government's notification on operation of the OneAssist from time to time and unavoidable circumstances, force majeure events and in other emergencies. You agree and confirm that Flipkart / OneAssist shall not be liable for any breach of the SLA arising out of such local, State and Central Government's restrictions on movement, lockdowns, unavoidable circumstances, force majeure events and in other emergencies.
• The SLA period for OneAssist under these Terms and Conditions shall be calculated from the day lockdown/restrictions are lifted or the emergency ends at the respective locations.
• The SLA period would exclude scenarios where spare parts are unable to do any reason.

GENERAL TERMS AND CONDITIONS

· This document is an electronic record in terms of Information Technology Act, 2000, and the Rules thereunder as applicable and the amended provisions pertaining to electronic records in various statutes as amended by the Information Technology Act, 2000. This electronic record is generated by a computer system and does not require any physical or digital signatures.

· The customer releases and holds harmless Flipkart and OneAssist Consumer Solutions Private Limited, its agents, affiliates, and employees from and against any claims, damages, or liability of any kind, including personal injuries, death, or property damage, or any direct, indirect, consequential, incidental, or other damages, which the Customer or anyone else may suffer as a result of participation in this Plan.

· The customer agrees that his contact details can be shared by Flipkart with OneAssist Consumer Solutions Private Limited. Flipkart Order ID and contact details of the Customer will be shared by Flipkart with OneAssist for verification purposes. The usage of personal data is subject to OneAssist Consumer Solutions Private Limited’s privacy policy and Flipkart's privacy policy here: http://www.flipkart.com/s/privacypolicy.

· The operation of the Flipkart WarrantyAssist Plan is subject to force majeure events and on the occurrence of such an event, the Flipkart WarrantyAssist Plan may be withdrawn at the sole discretion of Flipkart and Flipkart shall not liable for damages under any circumstances.

· Flipkart hereby excludes and disclaims all liabilities, whether direct or indirect, that may arise due to the Flipkart WarrantyAssist Plan. The customer shall contact Flipkart for any disputes/issues related to the Flipkart WarrantyAssist Plan. Further, the Customer agrees that for any defects regarding the Covered Product, the Customer shall have a direct recourse against the seller of the Product and Flipkart shall not be held liable.

· Flipkart shall be responsible for fulfilling the terms of this Flipkart WarrantyAssist Plan, OneAssist is only a service provider in this plan.

· Flipkart shall not be liable for correctness, validity and completeness of any information provided by the customers. Flipkart shall not be responsible if any information has intentionally been withheld or incorrect information or misrepresentations have been intentionally given by the customers that are of significance to the assessment of the claim.

· Flipkart WarrantyAssist Plan is subject to federal, state, and local laws and regulations and is void where prohibited by law. If the operation, security, or administration of the Flipkart WarrantyAssist Plan is impaired in any way for any reason, including, but not limited to fraud, virus, or other technical problem, Flipkart may, in its sole discretion, either: (a) cancel the Flipkart WarrantyAssist Plan; (b) suspend the Flipkart WarrantyAssist Plan to address the impairment and then resume the Flipkart WarrantyAssist Plan in a manner that best conforms to the spirit of these laws.

· By entering this Flipkart WarrantyAssist Plan, the customer agrees to indemnify and keep Flipkart harmless against all damages, liabilities, costs, expenses, claims, suits, and proceedings (including reasonable attorney's fees) that may be suffered by Flipkart because of (i) violation of the terms of this Policy by the customer; (ii) violation of applicable laws; (iii) any action or inaction resulting in wilful misconduct or negligence on the Customer's part.

· All taxes or liabilities payable to any regulatory authority shall be borne by the customer and/or billed to the account of the customer.

· The Flipkart WarrantyAssist Plan and the Terms and Conditions herein shall be governed by the laws of India. Any disputes in relation to the Flipkart WarrantyAssist Plan shall be settled by arbitration in accordance with the Arbitration and Conciliation Act, 1996. The seat of such arbitration shall be Bengaluru. A sole arbitrator shall preside over the arbitration proceedings with such sole arbitrator appointed by Flipkart.

· Subject to the above, all the terms and conditions of the Flipkart WarrantyAssist Plan as given hereof and standard terms and conditions, user agreement, privacy policy (subject to change) of www.flipkart.com shall be applicable on the Customer. In the case of any conflict between the terms and conditions contained herein and the terms and conditions, user agreement, terms of use and privacy policy of flipkart.com, the terms and conditions, user agreement, terms of use and privacy policy on flipkart.com shall prevail.

· Failure to perform any of the steps mentioned in the T&Cs, will result in cancellation of all benefits vis-a-vis the respective claim

· If any provision of these T&Cs shall be held to be invalid, illegal, or unenforceable, the validity, legality and enforceability of the remaining provisions hereof shall not in any way be affected or impaired.

· These T&C shall be governed in accordance with the applicable laws in India. Courts at Bengaluru shall have the exclusive jurisdiction to settle any dispute that may arise under this T&Cs.