12 Months 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 Smartphone Device sold only in India. This Plan is not valid for any products that are either refurbished or purchased by a customer post a return from the first customer.
  2. Plan Term
    Benefits under the Plan begins when you (Customer, who is the User of the Registered Device) register your Device for the Plan and ends on completion of 12 Months (365 days) from date of expiry of existing Servify 6 months Screen Damage protection plan
  3. Plan Eligibility
    1. The Plan is only available for the customers who have registered the device under the Servify 6m months Screen Damage protection plan.
    2. The Activation Process has to be completed before the expiry of existing Servify 6 months Screen Damage protection plan.
    3. The terms of this Plan, the original sales receipt of your 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 Registered Device before the purchase of the Plan and the Plan Confirmation are each part of the Plan
    4. 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 registration process before the expiry of existing Servify 6 months Screen Damage protection plan 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 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 of 12 Months. 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 of Rs. 750/- charged during a claim repair event.

    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 Screen 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 physical screen damage due to:
          1. Acts of god perils, fire, lightening and explosion
      2. Exclusions
        The Plan will not cover:
        1. If the Plan has been activated post the expiry of existing Servify 6 months Screen Damage protection plan
        2. Any Damage reported within 7 days of registration of the Plan
        3. Any loss or damage to the Registered Device:
          1. due to fluid accidentally entered the internal circuitry, resulting into stoppage of the Registered Device & resulting into the screen damage
          2. due to Intentional act or wilful neglect
          3. arising before or after Plan term
          4. under mysterious circumstances including lost or stolen
          5. due to hire or loan of the Registered Device to a third party or if ownership is transferred
          6. due to unlawful act including Terrorist activity, War, Nuclear Explosion, Radioactive Contamination, Chemical, Biochemical, Biological, Electromagnetic, Cyber Attack
          7. caused by incorrect storage, poor care and maintenance, careless use, gross negligence, incorrect installation and incorrect set-up
          8. 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 the manufacturer
          9. due to any experiments or tests and/or alterations resulting to any abnormal conditions of the Registered Device

        4. 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 OnePlus Authorized Service Centre (“ASC”) or any failure/damage caused outside the Indian territory
          4. Third-party products or their effects on or interactions with the Registered Device or the software
          5. Recalls or modifications to the Device
          6. Consequential loss of any kind or description including wear & tear, or otherwise due to normal aging of the product or manufacturer defect
          7. Cosmetic damages like scratches, dents and broken plastic on ports
          8. Loss or damage covered by supplier, dealer or manufacturer’s limited warranty
          9. Any loss affecting to SIM card and any ancillary products even if Registered Device results into complete stoppage of working
          10. Issues that could be resolved by upgrading software to the then current version
          11. Your use of a computer or operating system that is unrelated to consumer software or connectivity issues with the Registered Device
          12. Damage to, or loss of any software or data residing or recorded on the Registered Device
          13. Recovery and reinstallation of software programs and user data are not covered under this Plan
          14. 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
          15. Replacement of consumable item or accessory like, plugs, batteries, light bulbs, light covers, software and add-on options incorporated in a Device for which the Plan was activated
  5. Special Exclusions
    Servify or OnePlus 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 or OnePlus shall not be liable for a damage repair request if:
    6. 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
    7. If the registration process of the Plan is not completed by installing the OnePlus Care App on the same OnePlus Device and completing the initial registration obligations within 30 (thirty) calendar days of purchase of the Device
    8. Due to the inability of the Customer to submit either the Repair Request processing documents or supporting documents required for processing the request
  6. Plan Activation Process
    A payment link for the plan fee will be shared with the eligible customers. The eligible customers are mandatorily required to make the payment of the Plan fee for the plan registration & activation. You may get an automated communication of confirmation of activation of the Plan. Servify or OnePlus may deny any support (i) if the registration is not done as per the above requirements; (ii) if any damage has occurred to the Registered Device prior to completing the mandatory registration process; or (iii) the damage has occurred within the first 7 calendar days of registration of this Plan (“Cooling Off 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 OnePlus Care App or OnePlus Consumer Portal (https://oneplus.servify.tech/)
    2. Submit all Request related documents including but not limited to the purchase invoice of the Registered OnePlus 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 Screen Damage Repair 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 Screen 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, for the rest you may visit the nearest OnePlus Authorized Service Centre (ASC) 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 Screen Damage Repair Request and the next steps expected. Service will be performed at the Brand 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 & Consumer Web Portal. The repaired Device will be delivered to the address of initial pickup after completion of repair. 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
    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

  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 Screen 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. DURING THE FULFILLMENT OF SCREEN DAMAGE PROTECTION SERVICE, SERVIFY OR THE ASC MAY DELETE THE CONTENTS OF THE DEVICE AND REFORMAT THE STORAGE MEDIA IF NECESSARY. Servify or the ASP 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, ONEPLUS 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, ONEPLUS 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 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 OnePlus Care App from time to time whenever there is a new version available on the Google Play Store or as advised on https://oneplus.servify.tech/
    4. This Plan is offered on a OnePlus Device purchased in India and used 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 support@servify.tech 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 or OnePlus is not obligated to renew this Plan. If either Servify or OnePlus, 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. OnePlus Customer Service Number: 1800 102 8411 (Toll Free)
    2. Bharti Assist Global Customer Support Email ID: support.in@oneplus.net
    3. Servify Customer Service Number:1 800 123 333 888 (Toll Free), all days, 9am to 9pm
    4. Servify Customer Service Email ID: support@servify.tech
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