Customise Plan (“Plan”)


  1. The Plan
    The Plan
MyPlan governs the support process for the coverages opted by the customer while customizing a Protection Plan for OnePlus 7/ OnePlus 7 Pro (“Device”) sold by Mobitech Creations Private Limited (“OnePlus”) 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. Protection Plan
    Includes coverage of: Screen Damage Protection, Accidental & Liquid Damage Protection, Extended Warranty, Assured Buy Back. MyPlan consists of coverages as opted by the customer while customising and purchasing the Plan.
    This Plan provides the following coverage options to choose and customise your Plan:
    1. Accidental Physical & Liquid Damages covers accidental drops, liquid spillage and broken, cracked or shattered screens

    2. Screen Damages covers accidental screen damages like broken, cracked or shattered screen. Damages beyond screen or minor scratches would not be a part of this coverage.
      
Please note, you may only choose either Accidental Physical & Liquid Damage or Screen Damage as Accidental Physical & Liquid Damage covers Screen Damages as well.

    3. Extended Warranty covers mechanical and electrical breakdown/ defects to the extent provided by the Manufacturer’s Warranty for Electrical / Electronic / Mechanical Products for OnePlus 7/ 7 Pro Devices. Opting for this benefits will extend the coverage of the original manufacturer’s warranty. Covers the cost of repair for breakdowns due to defects in materials or workmanship.

    4. Assured Buyback covers the value of your Device against market fluctuations in resell value and, insures an assured buyback value when you wish to resell your Registered Device to an upgraded model or variant of the same model

    5. Replacement Guarantee ensures guaranteed replacement in case of a damage event. Servify will make reasonable efforts in order to replace the Registered Device with a same model and variant; however, in case of unavailability or limited edition versions Servify may replace the Device with one of equal or similar features and functionality, but do not guarantee such replacement will be the same colour as the original Registered Device. 
Additionally, due to technological advancements that may result in a replacement that has a lower selling price than the original Registered Device, under this Agreement any reimbursement for such a cost difference will not be provided to the customer. In any case, the value of the replacement unit will not be greater than the invoice value of the Covered Device

    6. Global Coverage extends the coverages (accidental physical & liquid damages, screen damages, extended warranty) beyond country of Plan purchase. This means any damages to the Device outside the country of Plan purchase is also covered. The repairs, however, will be done in the country of Plan purchase.

    7. The customer adding Standby (Loaner) Device as benefit while customising the Plan will be eligible to receive a Standby Device during a damage repair request. The Standby/Loaner Device which at Servify’s discretion may be new or refurbished. Servify will make reasonable efforts to provide Loaner Device of same make and model. Servify reserves the right to send a loaner device with one of similar features and functionality or a lower model of the same brand. The customer is responsible for acknowledging the receipt of the Standby Device and agrees to return it back to Servify no more that three (3) days from the first notification sent that your device is repaired and ready to be collected, or is been delivered to the customer’s address.
  3. Eligibility
    1. The Devices that are purchased within 30 calendar days of the original purchase of the Device, and subject to the Device being in its perfect working condition are eligible for this Plan.
    2. The Plan purchased will be auto activated on successfully completing the purchase process.
    3. The terms of this Plan, the original sales receipt for your Plan, the original sales receipt of your Device, the proof of your identity provided at the time of raising a Service Request, 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 your Plan
    4. The benefits under the Plan is additional to the benefits provided by the manufacturer under Manufacturer’s Warranty


  4. Plan Term
    Benefits for Accidental Physical & Liquid Damage Protection or, Screen Damage Protection, begins when you (“Customer”, who is the User of the Device) successfully completes the Plan purchase process and ends on completion of Plan duration 3/6/9/12/18/24 months (“Plan Term”)

    Benefits for Extended Warranty begins from the next day after the expiry of the Manufacturer’s Warranty on the Device and ends on completion of Plan duration 3/6/9/12/18/24 months (“Plan Term”)

    Benefits for Assured BuyBack begins when you (“Customer”, who is the User of the Device) successfully completes the Plan purchase process and ends on completion of 12 months from the Plan purchase date (“Plan Term”)

    Replacement Guarantee, Global Coverage, or Standby Devices (during a Service Request), these benefits can be opted in addition to the selected coverage – Accidental Physical & Liquid Damages / Screen Damages or, Extended Warranty and will be applicable as per the Plan Terms of selected coverage as above mentioned.

  5. Plan Details
    1. “Registered” Device

      The Device that was successfully registered under the Plan by completing the purchase process within 30 calendar days from the original purchase of the Device is termed as “Registered Device”

    2. Customer
      The purchaser of the Registered 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 Registered Device. If the purchaser is a company, Customer shall mean any representative/employee of the company authorized to use the Registered Device.

    3. Plan Fee
      1. The Plan Fee has to be paid in full and in advance by the customer before the activation
      2. Servify reserves the right to reject the request if the Plan is purchased by the Customer does not match the corresponding variant of OnePlus 7/OnePlus 7 Pro Device (Registered Device) for which the Plan has been purchased


    4. Benefits Value

      1. Accidental Physical & Liquid Damages Protection –
        Maximum Benefits Value is equivalent to the depreciated value (as describe below) of the Registered Device at the time of submitting a Damage Service Request for availing accidental damage protection as eligible under this Plan. The repair instance covered under this benefit depends on the number of damage incidents chosen while purchasing the Plan (1/2/3/4 incidents). There is a Processing Fee of Rs. 750/- charged during each service event for OnePlus 7 (all variants). In case of OnePlus 7 Pro (all variants), the Beneficiary has to pay a Processing Fee of Rs. 1000/- for service event under the Plan.

        The standard depreciation matrix is mentioned below. This is applicable for repair events only under the Plan
        Age of the Registered DeviceDepreciation Applicable
        Upto 180 days from date of purchase of the Registered Device10% of the Invoice Value
        Between 181 days to 365 days from date of purchase of the Registered Device20% of the Invoice Value
        Between 366 days to 549 days from date of purchase of the Registered Device30% of the Invoice Value
        Between 550 days to 733 days from date of purchase of the Registered Device40% of the Invoice Value
      2. Beyond Economic Repairs (BER)
        If the repair cost of the Registered Device is more than the Benefits Value of the Registered Device, then the Service Request will be determined as Beyond Economic Repairs (BER).

        In case of BER, the customer will have the option

        1. to bear the differential price for obtaining the repair as determined by the Authorised Service Provider (“ASP”) of OnePlus or,
        2. opts for refund, the applicable depreciated amount will be returned to the beneficiary less Processing Fees of Rs.750/- or Rs. 1000 as settlement subject to beneficiary returning the original Device along with its original accessories and original box to Servify. In case the original accessories are not returned, then Servify may deduct Rs.500 (Five hundred only) from the amount payable by Servify for each accessory that’s not returned as supplied with the Device as part of its original packing.
          Please note that BER is applicable for repair events only under the Plan.
      3. Screen Damages Protection –
        Maximum Benefits Value is equivalent to cost incurred in replacing a damaged screen at the time of submitting a Screen Damage Service Request for availing accidental screen damage protection as eligible under this Plan. 


        The repair instance covered under this benefit depends on the number of damage incident chosen while purchasing the Plan (1/2/3/4 incidents)

        Please note, If the repair charges are more than the Benefits Value, the Customer will have the option to bear the differential price for obtaining the repair as determined by the Authorised Service Provider (“ASP”) of OnePlus. There is a Processing Fee of Rs. 750/- charged during a repair event for OnePlus 7 (all variants). In case of OnePlus 7 Pro (all variants), the Beneficiary has to pay a Processing Fee of Rs. 1000/- for repair during any repair event under the Plan.

      4. Extended Warranty
        Maximum Benefits Value is equivalent to the original invoice value of the Registered Device. The Benefits Value at any given point of time will be calculated by subtracting the repair costs of all the subsequent Repair Service Requests, if any, from the Invoice Value of the Registered Device. 



        Unlimited number of Repair Requests up-to the Benefits Value or one instance of replacement of your Registered Device can be availed under the Plan. 
If the repair or replacement charges are more than the Benefits Value, the Customer will receive the Benefits Value as the complete settlement under this plan. If the Benefits Value is received by Customer as settlement, the original Device, accessories and the box should be submitted to Servify.

         

In case the accessories & box is not submitted within 7 calendar days of intimation, there will be a deduction of Rs 500/- from the final settlement amount for each accessory that’s not returned as supplied with the Device as part of its original packing. 




        Please note, the total amount of benefits paid or payable under this Plan shall not exceed the original invoice value paid by the Customer for the Registered Device under this Plan


      5. Assured BuyBack
        The buyback value of your Device at any given point of time within the Plan validity is determined by the age of the Device from the Invoice date of your OnePlus 7/7 Pro. The eligible buyback value is a certain percentage of the Invoice value (ASP) of the OnePlus 7/7 Pro Device as described in the table below. The Buyback Value is defined in INR as below –
        OnePlus 7 Pro variant
        purchased as First Smartphone
        ASPBetween
        3 to 5 Months
        Between
        6 to 8 Months
        Between
        9 to 12 Months
        OnePlus 7 Pro Mirror Grey 6GB+128GB48,99934,29924,50019,600
        OnePlus 7 Pro Mirror Grey 8GB+256GB52,99937,09926,50021,200
        OnePlus 7 Pro Almond 8GB+256GB52,99937,09926,50021,200
        OnePlus 7 Pro Nebula Blue 8GB+256GB52,99937,09926,50021,200
        OnePlus 7 Pro Nebula Blue 12GB+256GB57,99940,59929,00023,200
    5. Scope of Service under the Plan
      Provided the Registered Device is handed over to Servify or its authorized channels in its entirety during a Service Request & that you have submitted the documents as desired under the Plan and have purchased the Registered Device from official sales channels of OnePlus in India, the following conditions would be considered under the Plan.
      1. Inclusions
        Accidental and Liquid Damage Protection –
        The Device suffers accidental physical damage and/or such damage that impairs the normal usage of the Registered Device
        1. The Device fails to work because accidentally fluid has entered its internal circuitry, touch panel, sub-board or battery, resulting into stoppage of the Registered Device
        2. The Device suffers damage due to:
          1. Acts of god perils, fire, lightening and explosion
          2. Damage during riot or strike 

        Accidental Screen Damage Protection

        If the Registered Device:

        1. Suffers accidental physical screen damage like broken, cracked or shattered screen
        2. Suffers physical screen damage due to:
          1. Acts of god perils, fire, lightening and explosion
          2. Damage during riot or strike 

        Extended Warranty

        Any mechanical or, electrical breakdown/defects to the Registered Device to the extent provided by the Manufacturer’s Warranty including the cost of parts and labor for the products manufactured in India or is legally imported in India & sold through official sales channels of OnePlus and supported by an invoice & Manufacturer’s Warranty/Guarantee.


        Assured BuyBack
        Provided the Registered Device is handed over to Servify or its authorized channels in its entirety during the Buyback Request & that you have followed all the instructions to complete Quality Check and have submitted all the documents (if requested) and have purchased the Registered Device and an upgraded OnePlus model from the Offline store and oneplus.in in India, the Customer will be eligible to avail the benefits of the Plan within the Plan Term.

      2. Exclusions
        1. If the Plan has been purchased more than 30 days from the purchase of the OnePlus 7/OnePlus 7 Pro Device
        2. Any damage or defects to the Registered Device prior to the Plan purchase
        3. Any damages reported within 7 days of Plan purchase
        4. Any damage to the Registered Device:
          1. due to Intentional act or wilful neglect
          2. arising before or after Plan Term
          3. under mysterious circumstances including lost or stolen
          4. due to hire or loan of the Registered Device to a third party or if ownership is transferred
          5. due to hire or loan of the Registered Device to a third party or if ownership is transferred
          6. caused by incorrect storage, poor care and maintenance, careless use, gross negligence, incorrect installation and incorrect set-up
          7. 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 OnePlus
          8. due to any experiments or tests and/or alterations resulting to any abnormal conditions of the Registered Device
        5. Damage caused by:
          1. a product/accessory that is not the Registered Device
          2. operating the Registered Device outside the permitted or intended uses described by manufacturer
          3. service (including upgrades and expansions) performed by anyone who is not an Authorized Service Centre (“ASC”) or any failure/damage caused outside the Indian territory
        6. Costs implicitly or explicitly covered by any manufacturer’s, supplier’s or repairer’s guarantee or warranty will not be covered under Extended Warranty
        7. Non-operating and cosmetic damages to the Registered Device such as paintwork, product finish, dents or scratches
        8. Third-party products or their effects on or interactions with the Registered Device or the software
        9. Consequential loss of any kind or description including wear & tear, manufacturing defects will not be covered under Accidental & Liquid Damage / Screen Damage Protection
        10. Cosmetic damage to the Registered Device including but not limited to scratches, dents and broken plastic on ports
        11. Loss or damage covered by supplier, dealer or Manufacturer’s Warranty under Accidental and Liquid Damage Protection / Screen Damage Protection
        12. Any loss affecting to SIM card and any ancillary products even if Registered Device results into complete stoppage of working
        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 OnePlus
        14. Registered Device that has been stolen
        15. Defects caused by normal wear and tear or otherwise due to normal aging of the product
        16. Issues that could be resolved by upgrading software to the then current version
        17. Your use of a computer or operating system that is unrelated to consumer software or connectivity issues with the Registered Device
        18. Damage to, or loss of any software or data residing or recorded on the Registered Device
        19. Recovery and reinstallation of software programs and user data
        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. Benefits under this Plan will not under any circumstances, extend to any loss or injury to a person or loss or defect to property or any incidental, contingent, special or any direct or indirect loss and consequential defects including but not limiting to losses incurred due to any delay in rendering service related to this Plan and loss of use during the period that the Registered Device is at an authorized service centre and/or while awaiting parts
        22. Defect resulting from power outage, power surges or dips, fluctuating voltage, inadequate or improper voltage or current
        23. Applicable for Extended Warranty–
          1. Problems or defects not covered under the original Manufacturers’ Warranty/Guarantee
          2. Batteries, internal or external to the Registered Device
          3. Breakdowns caused by computer virus or realignments to the Registered Device
  6. Service Request Process
    Raising a Repair Service Request –

    In the event of damage or defect to the Registered Device, you (Device) are required to:

    1. Immediately (Not later than 72 Hours from the time of the damage) inform Servify through the OnePlus Care App or Servify Consumer Portal (https://oneplus.servify.tech)
    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 OnePlus Care App at the time of raising the Damage Repair Service Request
    3. Please note, you will not handover the Registered Device for repairs at any service centre, including at any OnePlus 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 requests before the in-principle approval of the Damage Repair Service Request from Servify will be solely handled by you (Customer) at your (Customer’s) own expense

    Raising a Buyback Request –
    1. Within the Plan Term, if the Customer wishes to upgrade the Device to a new OnePlus model, the Customer shall purchase the new OnePlus model from the offline sales channel
    2. A buyback request must be initiated (“Buyback Request”) via OnePlus Care App on OnePlus 7 series Device within 15 days from the date purchase of the new OnePlus model. If the BuyBack Request is initiated beyond 15 days from the date of purchase of the new OnePlus model, the Customer shall not be eligible for the buyback plan.
    3. The Customer is requested to follow the instructions on the App to complete the quality check (“QC”) procedure and provide all the details/documents/images of the new OnePlus model as well as of OnePlus 7 series.
    4. Subject to the Customer providing required details/documents/images etc. as mentioned on the OnePlus Care App and subject to the Device passing the quality check (“QC”) specifications as listed below under “QC Specifications”, the Buyback Request shall be approved. Please note, an online quality / diagnostic check will be conducted while raising a Buyback Request. No test shall be skipped by the Customer, if skipped Servify may deny the benefits. If the QC does not pass, the Customer shall not be eligible for the buyback plan.
    5. On approval of the Buyback Request, a pickup from the Customer premises (address to be entered by the Customer while raising the request) shall be arranged for the Device.
    6. At the time of Device pickup (as applicable), QC of the Device shall be conducted by the applicable personnel of Servify and subject to the Device passing the quality check (“QC”) specifications as described below, the Device shall be picked up. If the QC does not pass, the Customer shall not be eligible for the buyback plan.
    7. Post the pickup of OnePlus 7 device, an inspection will be conducted. Based on the inspection the device will be eligible for the Plan benefit.
    8. Upon successfully passing all the QC checks including QC instructions on the App, inspection while pickup and diagnosis by the experts at inspection hub, the device will be eligible for the benefits. This guaranteed buyback value will be credited to your bank account within 30 working business days.
  7. Service Fulfilment Process 
    1. Servify provides services through Pick/Drop Support (“PUDO”) Service for the Registered Device, for serviceable locations, for the rest you may visit the nearest OnePlus Authorized Service Centre as indicated in the OnePlus Care App once the approval is provided. 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 next steps expected.
    2. Repair service will be performed at the OnePlus Authorized Service Centres 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 OnePlus Care App & Servify Consumer Web Portal. The repaired Device will be delivered to the address of initial pickup after completion of repair if PUDO service is availed. In case, the PUDO service is not available, you will have to send the dispatch on “To Pay” basis to Servify’s central service hub, details of which will be communicated to you accordingly by Servify
    3. Quality Check will be performed on the Registered Device by the authorised expert upon raising a BuyBack Request under the following QC Specifications:
      1. The original charger and charging cable of the original Device need to be returned in working condition along with the original Device while availing the Assured Buyback Plan. The original charger and charging cable should be in working condition, without any body damages or missing parts. In case the Customer fails to provide the original box, charger and other accessories for the original Device under the conditions specified above, Assured Buyback Value shall be reduced by 15% of the original Invoice Value.
      2. The original Device is switching on and remains in the on mode for a minimum of 10 minutes without being connected to a charger.
      3. The serial number and IMEI of the original Device provided to the Customer from the Platform matches the serial number of Device at the time of pickup/drop.
      4. Device screen and the body of the original Device is not in damaged or broken condition and the original Device is in working condition.
      5. There are no cracks in the body of the Device or on the screen.
      6. Screen lock is not active (all forms of screen locks like pattern, pin, password, fingerprint, face recognition, smart Lock, etc. need to be deactivated).
      7. In case any of the above conditions are not met, Servify or its affiliates reserve the right to reject the Buyback Plan redemption.

    4. 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.

    5. In case you have opted for Replacement Guarantee, upon raising a Repair Request Servify will pick up (for serviceable locations) the damaged device and will make arrangements to deliver a replacement Device at the Customer’s preferred Location. In case, the PUDO service is not available, you will have to send the dispatch on “To Pay” basis to Servify’s central service hub, details of which will be communicated to you accordingly by Servify

  8. 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
    2. Provide information about the reasons and causes of the damage to the Registered Device
    3. Provide identity proof if requested by Servify (at the time of raising a ‘Service 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 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. Make sure to backup software and data residing on the Registered Device. DURING THE FULFILLMENT OF DAMAGE REPAIR SERVICE, SERVIFY OR THE ASC MAY DELETE THE CONTENTS OF THE REGISTERED DEVICE AND REFORMAT THE STORAGE MEDIA IF NECESSARY. Servify, or ASC may return your Registered Device after the service event subject to applicable updates. Servify or the ASC may install latest software updates as part of hardware service that will prevent the Registered Device from reverting to an earlier version of the Operating System. Third party applications installed on the Registered Device may not be compatible or work with the Registered 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 OnePlus Care App from time to time and not delete the OnePlus Care App from the Registered Device, failing which the Plan benefits may stand invalid and you might be asked to download the OnePlus Care App again, and the condition of the Registered Device may be determined at your costs before enabling your entitlement towards the Plan benefits of the Registered Device


  9. Cancellation And Refund
    1. You can cancel the Plan within 15 (Fifteen) calendar days after purchasing it. If the Plan is purchased from an online channel, the refund request has to be given accordingly to the respective online channel as per their return/refund policies. If the Plan is purchased via other authorised offline channels, you may write to support@servify.tech with your purchase proof, along with the IMEI details of the Registered Device as received from the reseller the with the request for cancellation
    2. If cancellation is done within 15 (Fifteen) days from plan purchase date, then the Device would be eligible for 100% refund of the Plan Fee, generally paid back to you within 7 business days of receipt of accepted cancellation request 

    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 Damage Repair Request has been raised under the Plan, the Plan cannot be cancelled, and no refund is available irrespective of the decision on the Repair Request
    5. 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 OnePlus 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


  10. Limitation Of Liability
    TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, ONEPLUS, 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 ONEPLUS, SERVIFY AND ITS EMPLOYEES AND AGENT’S LIABILITY TO YOU AND ANY SUBSEQUENT OWNER ARISING UNDER THE PLAN SHALL NOT EXCEED THE DEPRECIATED VALUE UNDER ACCIDENTAL & LIQUID DAMAGE / SHALL NOT EXCEED THE COST INCURED FOR RELACEMENT THE SCREEN UNDER SCREEN DAMAGE PROTECTION/ SHALL NOT EXCEED INVOICE VALUE OF THE DEVICE UNDER EXTENDED WARRANTY / SHALL NOT EXCEED APPLICABLE BUYBACK VLAUE OF THE DEVICE UNDER ASSURED BUYBACK PLAN OF THE REGISTERED DEVICE. SERVIFY SPECIFICALLY DOES NOT WARRANT THAT (i) IT WILL BE ABLE TO REPAIR OR REPLACE 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 Replacement Guarantee 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.
    3. 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 OnePlus Care App from time to time whenever there is a new version available on the Google Play Store or as advised on  https://servify.tech/
    4. 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
    5. 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
    6. 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
    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 https://servify.in/privacy/ 
    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. There is no informal dispute settlement process available under this Plan
    11. 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
    12. These terms and conditions shall be governed by and construed under the laws of India
    13. These terms and conditions do not affect your statutory rights as a consumer



  13. Support Contact Details:
    1. OnePlus Customer Service Number: 1800 102 8411 (Toll Free)
    2. OnePlus Customer Service Email ID:   support.in@oneplus.net
    3. Servify Customer Service Number: 1800 123 333 888 (Toll Free), All days, 9am to 9pm
    4. Servify Customer Service Email ID: support@servify.tech

Annexure A:


Standby Phone Agreement (“Loaner Agreement”)

Service Lee Technologies Private Limited. (“Servify”) is pleased to extend the offer of a Loaner Device to the Customer while service is performed on their current Device (“Device”). By taking possession of the equipment identified in section 1 (“Loaner Device”) and signing this Loaner Agreement, Customer agrees to all the terms and conditions listed below:

  1. Standby (“Loaner”) Device. Customer acknowledges receipt of the Loaner Device listed below which, at Servify’s discretion, may be new or refurbished or of the same make or brand or otherwise, and agree to return it to Servify at the time of Delivery of the repaired Device or (ii) upon Servify’s written request to do so (each, a “Return Date”):
    1. The Serial Number of the Loaner Device is listed on the Servify Platform for the service on Customer Device.
    2. From the date on which Customer receives the Loaner Device through the Return Date, title to the Loaner Device shall at all times remain vested with Servify.
  2. Failure to Return Loaner Device. In the event that Customer fails to return the Loaner Device to Servify by the Return Date (i) all right, title and interest in the Customer Device shall automatically vest in Servify and that the Customer hereby transfers, assigns, and sets over unto Servify, the Customer Device, and Servify may use or dispose of the Customer Device as Servify sees fit; and (ii) Customer will obtain full ownership rights in the Loaner Device and accept the Loaner Device provided to them as a full replacement of the Customer Device. However, the Customer accepts that none of the original terms of sale, including the remainder of any Warranty terms still in effect, that applied to the Customer Device shall not continue in force and shall not apply to the Loaner Device.
  3. Extended Return Date. Customer may submit a request to Servify for an extension of up to five (5) days beyond the standard return period which is typically the period which Servify or OnePlus Authorised Service Provider takes to repair the Device. Customer may submit a request for the extension by contacting Servify at the given support numbers or email identities or Servify Platform through which the Loaner Device was provided. Upon approval of the five (5) day extension, the extended date will become the Return Date for purposes of these terms, and Customer will be required to return the Loaner Device by that extended Return Date. All of the terms set forth in this Loaner Agreement will apply to that extended Return Date.
  4. Replacement. In certain cases, Servify may, at its own discretion, decide that replacement of the Customer Device is required (e.g., where repair is not possible). Upon its decision to replace the Customer Device: (i) Customer will return the Loaner Device to Servify and collect the replacement Device, for which all original terms of sale that applied to the Customer Device, including the remainder of any warranty terms still in effect will apply, except the benefits under the Plan; (ii) provided that Customer returns the Loaner Device, Customer will obtain full rights of ownership in the replacement Device, and (iii) all right, title and interest in the Customer’s original Device shall automatically vest in Servify and Customer hereby transfers, assigns and sets over unto Servify, the original Device, and Servify/OnePlus may use or dispose of the original Device as Servify/OnePlus sees fit.
  5. Safeguarding. Customer must take reasonable and prudent precautions to protect the Loaner Device against damage, loss, or abuse while in their care, custody, and control. If the Loaner Device is lost, stolen or damaged, Customer must notify Servify immediately. Only Servify may service the Loaner Device. Customer may be held responsible for repair or replacement costs as determined by Servify if the Loaner Device is lost, damaged, or stolen while on loan or is repaired by any other party other than Servify.
  6. Permitted Use. The Loaner Device is to be used solely by Customer and the designated Customer while Customer Device is being serviced by Servify (“Service Period”). Customer must not use the Loaner Device for any unlawful purpose. Only software with valid licenses should be loaded on the Loaner Device.
  7. Delete Files upon Return of Loaner Device. Customer acknowledges that before returning the Loaner Device, they are responsible for erasing all files, including personal and/or confidential files and data, created by them. Therefore, should they wish to retain any files they created, they should backup their files using iTunes or other similar file management capabilities so that the files can later be transferred to their repaired or replaced Device. Customer is responsible for removing and storing any such files prior to returning the Loaner Device. Servify is neither responsible nor liable for any files or data remaining on, or erased from the Loaner Device, following its return.
  8. Installed Software. Customer acknowledges that all software provided with the Loaner Device is licensed specifically to this Loaner Device and they will not remove it. Customer also agrees not to copy or otherwise reproduce, reverse engineer, disassemble or decompile any software, the equipment, or components provided with the Loaner Device.
  9. Installed Software. Customer acknowledges that all software provided with the Loaner Device is licensed specifically to this Loaner Device and they will not remove it. Customer also agrees not to copy or otherwise reproduce, reverse engineer, disassemble or decompile any software, the equipment, or components provided with the Loaner Device.
  10. Servify Liability. To the fullest extent permitted by law, Servify will not be liable for any consequential, incidental, indirect damages arising out of these terms or the use of the Loaner Device, including without limitation any losses of or affecting Customer’s personal property, software or data.
  11. Governing Law.

This Loaner Agreement is governed by the laws of India and courts of Mumbai will have exclusive jurisdiction over it.

The undersigned has read and understands this Agreement and hereby acknowledges receipt of a copy.



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