‘Flipkart​ ​Protect’​ ​extended​ ​warranty:​ ​Terms​ ​and​ ​Conditions

Preliminary:
1. ‘Flipkart Protect’ extended warranty service (“​EW​”) is owned and offered by Jeeves Consumer Services
Private Limited (“​Jeeves​”), an affiliate of Flipkart Internet Private Limited (“​Flipkart​”), the owner and
operator of the unique resource locator, ​www.flipkart.com​, whether accessed through a mobile application
or​ ​any​ ​other​ ​means​ ​(“​Platform​”).

2. This EW is available for subscription/purchase along with select products (“​Covered Product​”) on the
Platform by registered sellers. EW is available only in select cities in India. EW is applicable on Your address
of purchase of the Covered Product, or in case of change in such address, only if such address is serviceable,
as​ ​confirmed​ ​by​ ​Jeeves​ ​(“​Service​ ​Address​”).

3. By​ ​purchasing​ ​the​ ​EW​ ​on​ ​the​ ​Platform,​ ​purchaser/customer​ ​(“​You​”​ ​or​ ​“​Your​”)​ ​agrees​ ​to​ ​be​ ​bound​ ​by:
a. these​ ​terms​ ​and​ ​conditions​ ​(“​T&Cs​”);​ ​and
b. the terms of use, privacy policy, and other relevant documentation including any modifications,
alterations​ ​or​ ​updates​ ​thereof,​ ​that​ ​are​ ​published​ ​on​ ​the​ ​Platform.

EW​ ​–​ ​key​ ​features:

4. Key​ ​features​ ​of​ ​the​ ​EW,​ ​details​ ​of​ ​which​ ​are​ ​provided​ ​in​ ​these​ ​T&Cs,​ ​are​ ​as​ ​follows:
a. Repair​ ​/​ ​Replacement​ ​for​ ​defective​ ​Covered​ ​Product.
b. Genuine​ ​spare​ ​parts​ ​used​ ​for​ ​repair​ ​of​ ​Covered​ ​Product.
c. Free​ ​door-step​ ​pick-up​ ​and​ ​drop​ ​of​ ​Covered​ ​Product.
d. 7​ ​days​ ​SLA​ ​commitment.
e. End​ ​to​ ​end​ ​paper-less​ ​transaction.

Defined​ ​Terms:
5. The following terms, when capitalized, if not defined elsewhere in these T&Cs shall have the meanings
assigned​ ​to​ ​each​ ​such​ ​term​ ​below:
a. Purchase Price​: is purchase price of the Covered Product prior to any discounts but including applicable
taxes.
b. EW Coverage Start Date​: is the date after the expiry of the Manufacturer’s Warranty on the Covered
Product.
c. EW​ ​Coverage​ ​Term​:​ ​is​ ​12​ ​months​ ​from​ ​the​ ​EW​ ​Coverage​ ​Start​ ​Date​ ​subject​ ​to​ ​these​ ​T&Cs.
d. Sum​ ​Assured​ ​/Coverage​ ​Amount​:​ ​is​ ​80%​ ​of​ ​the​ ​Purchase​ ​Price.
e. Remaining Sum Assured: at any point of time within EW Coverage Term, is the Sum Assured minus the
sum​ ​of​ ​previous​ ​Claim​ ​amounts.
f. Manufacturer's Warranty​: Warranty coverage provided by the manufacturer in respect of the Covered
Product. Manufacturer’s Warranty is assumed to begin on the date of purchase of the Covered Product as
mentioned​ ​on​ ​the​ ​Invoice.
g. Repair warranty​: is a 90 day repair warranty (from the date of repair done under the EW) on the repairs
done on the Covered Product under this EW under which in case of recurrence of the repaired issue, Jeeves will
repair​ ​such​ ​issue​ ​free​ ​of​ ​cost.
h. SLA​: SLA (service level agreement) is defined as the total time elapsed between the pick-up of the
Covered Product from the Service Address and the first attempt to deliver the repaired/replaced Covered Product
to​ ​the​ ​Service​ ​Address.​ ​EW​ ​offers​ ​a​ ​7​ ​Calendar​ ​Days​ ​repair/replacement​ ​SLA​ ​to​ ​You.
i. Part​ ​Payment​:​ ​is​ ​calculated​ ​as​ ​repair​ ​estimate​ ​minus​ ​Remaining​ ​Sum​ ​Assured.
j. Invoice​: The original invoice that has been issued to you by the retailer for purchase of the Covered
Product.
k. Calendar​ ​Days​:​ ​Includes​ ​all​ ​7​ ​days​ ​(weekdays​ ​and​ ​weekends);​ ​excludes​ ​national​ ​&​ ​regional​ ​holidays

EW​ ​Applicability/Non-applicability:
6. EW is applicable only if, during the EW Term, the Covered Product suffers a manufacturing defect led
breakdown​ ​as​ ​per​ ​the​ ​Manufacturer’s​ ​Warranty.​ ​EW​ ​covers:
a. ​ ​Cost​ ​of​ ​genuine​ ​spare​ ​parts;
b. ​ ​Cost​ ​of​ ​labour;​ ​and
c. ​ ​Cost​ ​of​ ​transporting​ ​the​ ​Covered​ ​Product​ ​for​ ​repairs​ ​and​ ​applicable​ ​taxes.

7. EW​ ​is​ ​not​ ​applicable​ ​in​ ​either​ ​of​ ​the​ ​following​ ​cases:
a. Physical or accidental damage of any kind that causes internal or external components of Covered Product
to​ ​malfunction.
b. Issues​ ​arising​ ​on​ ​account​ ​of​ ​liquid/water​ ​logging.
c. Issues​ ​arising​ ​out​ ​of​ ​wear​ ​and​ ​tear​ ​of​ ​the​ ​Covered​ ​Product.
d. Issues or costs arising due to unauthorised repairs carried out on the Covered Product, improper usage
and defects due to electrical wiring, plug(s), switches, extension box, inverter, grounding defects,
damages due to sudden surge fluctuation, fluctuating voltage, loose contacts etc.; and damages resulting
from​ ​external​ ​causes​ ​like​ ​rat​ ​bite(s),​ ​insect​ ​infestation​ ​or​ ​intrusion.
e. Breakdown on account of any accessories not originally provided by the manufacturer of the Covered
Product.
f. Issues arising as a result of non-operating or cosmetic deterioration that do not affect the functionality or
operation​ ​of​ ​the​ ​Covered​ ​Product.
g. If modifications are carried out in consonance with the brands’ policies using genuine parts and through
authorised service centers which increase the value of the Covered Product then the EW will continue to
apply to the Covered Product. However, the EW will only cover the original Invoice value of the Covered
Product​ ​and​ ​will​ ​exclude​ ​the​ ​modifications​ ​carried​ ​out.
h. Performing actions on the Covered Product that cause the Manufacturer’s Warranty to be void, including
but not limited to Covered Products that have been modified, altered, adjusted or repaired, serviced,
moved,​ ​removed,​ ​installed,​ ​by​ ​unauthorised​ ​persons.
i. Breakdown​ ​or​ ​consumption​ ​of​ ​consumable​ ​products​ ​such​ ​as​ ​batteries,​ ​chargers,​ ​earphones,​ ​headphones
j. Breakdown​ ​caused​ ​by​ ​a​ ​failure​ ​to​ ​follow​ ​the​ ​manufacturer's​ ​installation​ ​or​ ​operating​ ​instructions.
k. Covered​ ​Product(s)​ ​with​ ​removed​ ​or​ ​altered​ ​IMEI/serial​ ​numbers.
l. Damage to computer hardware, software and data caused by, including, but not limited to virus,
application programs, network drivers, source code, object code or proprietary data, support,
configuration,​ ​installation​ ​or​ ​reinstallation​ ​of​ ​any​ ​software​ ​or​ ​data.
m. Any​ ​fraudulent​ ​descriptions​ ​or​ ​misrepresentations​ ​by​ ​You.
n. Malfunction of the Covered Product resulting from inadequate safekeeping, storage at high temperatures
or​ ​humidity,​ ​storage​ ​with​ ​mothballs​ ​or​ ​leakage​ ​of​ ​batteries.
o. Damage​ ​occurring​ ​due​ ​to​ ​natural​ ​calamities​ ​like​ ​floods,​ ​earthquakes​ ​and​ ​acts​ ​of​ ​God.
p. Products​ ​used​ ​for​ ​commercial​ ​uses​ ​not​ ​covered.
q. Defects​ ​not​ ​covered​ ​by​ ​the​ ​Manufacturer’s​ ​Warranty​ ​of​ ​the​ ​Covered​ ​Product.

EW​ ​–​ ​Details​ ​&​ ​Steps​ ​to​ ​be​ ​followed:

8. In​ ​the​ ​event​ ​of​ ​a​ ​claim​ ​request​ ​under​ ​the​ ​EW,​ ​You​ ​are​ ​required​ ​to​ ​do​ ​the​ ​following:
a. Intimate Jeeves about the defect and the corresponding issue at 1800 425 5568 or 080-25187326 and
provide​ ​other​ ​relevant​ ​information​ ​required​ ​by​ ​Jeeves​ ​.
b. If Jeeves, at its sole discretion, considers that EW is applicable on the claim request( such approved/
accepted claim request referred to as “​Claim​”), Jeeves will attempt to resolve the issue over a telephone
call on your registered mobile number failing Jeeves shall schedule a technical visit at your Service
Address.​ ​You​ ​shall​ ​cooperate​ ​with​ ​Jeeves​ ​team​ ​in​ ​this​ ​regard.
 c. In case the defect is not resolved and upon receipt of email from protect @ jeeves.co.in, share documents
(i.e. IMEI number of the Covered Product, valid identity proof issued by the Government of India and
images of the Covered Product) as required and communicated by Jeeves within 72 hours from receipt of
email in order to further process the Claim. If the IMEI/Serial Number of the Covered Product has changed
as a result of repairs or product exchange by the manufacturer, You will provide Jeeves with the relevant
documentation clearly indicating the old and new IMEI/Serial Number along with the date and reason for
the​ ​change​ ​in​ ​the​ ​IMEI/Serial​ ​Number.
d. Only upon receipt of required documents, Jeeves will arrange and allocate door-step pickup service
though​ ​Jeeves’​ ​logistics​ ​partner(s)​ ​from​ ​the​ ​Service​ ​Address.
e. You shall pack the Covered Product, print the waybill and keep the Covered Product ready for pickup as
per the instructions provided to You over your registered email Id and mobile number. You shall handover
the​ ​Covered​ ​Product​ ​within​ ​72​ ​hours​ ​from​ ​pick-up​ ​allocation.
f. Jeeves’ logistics partner will pick up the packed Covered Product from the Service Address and ship it to
Jeeves’ authorized repair center for either repair or replacement, as determined by Jeeves at its sole
discretion depending on the factors including, but not limited to, cost of repair, availability of spares and
time​ ​to​ ​serve.
g. In case, Jeeves decides to repair the Covered Product, the repair center will get it repaired using genuine
spare​ ​parts.
h. In case, Jeeves decides to offer replacement of the Covered Product​, ​You will be provided the choice to
either opt for replacement or get back unrepaired Covered Product. If You opt to get back the unrepaired
Covered Product, Your Covered Product will be delivered within the SLA to your Service Address. If You
opt for replacement of Covered Product, the Covered Product will be replaced with a product containing
similar features and which is of an equivalent make as per industry and market standards. The
replacement device may either be a new or a refurbished device with equal or equivalent features. The
make and model of the new or refurbished replacement will be at the sole discretion of Jeeves. In case of
replacement, the Covered Product will be retained by Jeeves and Your Sum Assured under EW will be
consumed and this EW will automatically stand terminated vis-à-vis Your Covered Product. Jeeves will
provide warranty service on the replacement device, terms and conditions of which will be communicated
to​ ​You​ ​on​ ​Your​ ​registered​ ​email​ ​ID,​ ​for​ ​the​ ​remainder​ ​of​ ​the​ ​EW​ ​Coverage​ ​Term.
i. While processing the Claim, if at any time, Jeeves determines that there has been any misrepresentation,
wrongful description or non-disclosure of any material fact significant to the Claim, then all benefits under
this​ ​EW​ ​shall​ ​be​ ​forfeited​ ​and​ ​stand​ ​cancelled​ ​vis-à-vis​ ​the​ ​Covered​ ​Product.
j. In case the cost of repair/replacement is beyond the Remaining Sum Assured, You will be provided the
choice to either get back unrepaired Covered Product or make online Part Payment though the link shared
by​ ​Jeeves​ ​on​ ​your​ ​registered​ ​email​ ​ID​ ​and​ ​mobile​ ​number​ ​within​ ​72​ ​hours​ ​of​ ​payment​ ​request.
k. Once the Covered Product is repaired/ replaced, Jeeves’ logistics partners will have the Covered Product
shipped​ ​back​ ​to​ ​Your​ ​Service​ ​Address.

Coverage:

9. Under no circumstances and in no event shall EW cover an amount that exceeds the Remaining Sum
Assured.

Returns​ ​and​ ​Cancellation:

10. You​ ​shall​ ​have​ ​the​ ​option​ ​to​ ​cancel​ ​the​ ​EW​ ​within​ ​10​ ​days​ ​of​ ​purchase​ ​of​ ​the​ ​same​ ​subject​ ​to​ ​You​ ​not​ ​having
availed​ ​any​ ​service​ ​under​ ​such​ ​EW​ ​purchased.​ ​You​ ​can​ ​cancel​ ​the​ ​EW​ ​purchase​ ​order​ ​by​ ​following​ ​the
instructions​ ​ ​under​ ​ ​"My​ ​Orders"​ ​section​ ​of​ ​the​ ​Platform​ ​or​ ​by​ ​contacting​ ​Flipkart​ ​customer​ ​care​ ​number
available​ ​on​ ​the​ ​Platform
11. ​ ​The​ ​EW​ ​will​ ​be​ ​auto-cancelled​ ​once​ ​the​ ​purchase​ ​order​ ​of​ ​the​ ​Covered​ ​Product​ ​is​ ​cancelled​ ​or​ ​returned.
Upon​ ​cancellation​ ​of​ ​the​ ​EW,​ ​the​ ​entire​ ​purchase​ ​price​ ​of​ ​the​ ​EW​ ​will​ ​be​ ​refunded​ ​to​ ​You.

EW​ ​–​ ​Service​ ​Assurance:

12. Subject to the other terms and conditions mentioned in these T&Cs and force majeure events, Jeeves
ensures “​seven Calendar Day​” SLA for all Claims. Activities during this period include: Covered Product
pickup​ ​,​ ​repair/replacement,​ ​first​ ​attempt​ ​of​ ​door-step​ ​delivery.
13. If Jeeves is unable to meet the above SLA, You will be eligible to receive a Token of Apology (TOA) from
Jeeves​ ​as​ ​per​ ​table​ ​below,​ ​provided​ ​that:
1. There​ ​is​ ​no​ ​Part​ ​Payment​ ​involved​ ​for​ ​the​ ​repair/replacement​ ​of​ ​the​ ​Covered​ ​Product.
2. In​ ​case​ ​of​ ​replacement​ ​option​ ​provided​ ​to​ ​You,​ ​You​ ​respond​ ​immediately​ ​on​ ​the​ ​telephone​ ​call
with​ ​the​ ​Jeeves​ ​team​ ​whether​ ​to​ ​go​ ​ahead​ ​with​ ​the​ ​replacement​ ​or​ ​return​ ​the​ ​unrepaired
Covered​ ​Product.​ ​Any​ ​delay​ ​in​ ​response​ ​will​ ​extend​ ​the​ ​SLA​ ​by​ ​the​ ​delayed​ ​period.
14. In​ ​case​ ​of​ ​all​ ​repairs​ ​done​ ​under​ ​this​ ​EW,​ ​Jeeves​ ​shall​ ​provide​ ​Repair​ ​Warranty​ ​on​ ​the​ ​same.

15. Table​ ​for​ ​TOA​​ ​:

SLA​ ​breach TOA​ ​for​ ​You

First​ ​attempt​ ​delivery​ ​not​ ​done​ ​within​ ​7

EW​ ​purchase​ ​price
calendar​ ​days​ ​from​ ​customer​ ​pickup

​ ​EW​ ​ ​purchase​ ​price​ ​+​ ​replacement

First​ ​attempt​ ​delivery​ ​not​ ​done​ ​within device​ ​as​ ​per​ ​the​ ​T&Cs​ ​in​ ​addition​ ​to
12​ ​calendar​ ​days​ ​from​ ​customer​ ​pickup the​ ​repair​ ​services​ ​on​ ​the​ ​Covered
Product​ ​as​ ​per​ ​the​ ​T&Cs.

Other​ ​terms​ ​and​ ​conditions:

16. In case of further sale or gift of Your Covered Product, You shall inform such ownership transfer within 7 days
of such transfer by calling Jeeves customer support at ​1800 425 5568 or 080-25187326. ​Responsibility of
informing Jeeves and transferring the EW rests upon You/ original beneficiary. ​Post KYC validation of original
beneficiary,​ ​ADLDPSA​ ​will​ ​be​ ​transferred​ ​to​ ​the​ ​new​ ​beneficiary.
17. Jeeves​ ​may​ ​subcontract​ ​the​ ​services​ ​provided​ ​under​ ​the​ ​EW​ ​without​ ​notice​ ​to​ ​You.
18. Failure to perform any of the steps mentioned in the T&Cs, will result in cancellation of all benefits vis-a-vis
the​ ​particular​ ​Claim​ ​and​ ​Jeeves​ ​will​ ​not​ ​be​ ​responsible​ ​for​ ​any​ ​loss​ ​or​ ​claims​ ​that​ ​You​ ​may​ ​have​ ​in​ ​this​ ​regard.
19. By purchasing the EW, it would be deemed that You have given Your consent to contact you through call, SMS
or​ ​email​ ​on​ ​the​ ​details​ ​provided​ ​by​ ​them​ ​for​ ​the​ ​purpose​ ​of​ ​this​ ​EW.
20. You acknowledge and confirm that you are aware of the nature of telecommunications/ internet services and
that an email transmission may not be received properly and may be read or be known to any unauthorized
 persons. You agree to assume and bear all the risks involved in respect of such errors and misunderstanding
and​ ​Jeeves​ ​and​ ​Flipkart​ ​shall​ ​not​ ​be​ ​responsible​ ​in​ ​any​ ​manner.
21. This EW is a contract between You and Jeeves in relation to the EW and Flipkart and seller/retailer of the
Covered product is not/shall not be a party to the same and shall not be responsible for any of Your grievances
with​ ​regards​ ​to​ ​the​ ​services​ ​to​ ​be​ ​performed​ ​by​ ​Jeeves​ ​under​ ​this​ ​EW.
22. 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.
23. You hereby agree to indemnify and keep Jeeves and/ or Flipkart harmless against all damages, liabilities, costs,
expenses, claims, suits and proceedings (including reasonable attorney’s fee) that may be suffered by Jeeves
and/or Flipkart as a consequence of (i) violation of these T&Cs by You; (ii) violation of applicable laws by You;
(iii)​ ​any​ ​action​ ​or​ ​inaction​ ​resulting​ ​in​ ​willful​ ​misconduct​ ​or​ ​negligence,​ ​on​ ​Your​ ​part.
24. These T&C shall be governed in accordance with the applicable laws in India. Courts at Bangalore shall have
the​ ​exclusive​ ​jurisdiction​ ​to​ ​settle​ ​any​ ​dispute​ ​that​ ​may​ ​arise​ ​under​ ​this​ ​T&Cs.
25. This document is an electronic record in terms of Information Technology Act, 2000, and the Rules there under
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.
26. The​ ​EW​ ​is​ ​valid​ ​only​ ​within​ ​the​ ​territorial​ ​limits​ ​of​ ​India.

Contact​ ​Details:
27. In​ ​case​ ​of​ ​any​ ​queries​ ​or​ ​if​ ​you​ ​are​ ​not​ ​satisfied​ ​with​ ​the​ ​services​ ​provided​ ​by​ ​Jeeves,​ ​you​ ​can​ ​contact​ ​us​ ​on:
Event Mail​ ​ID Response​ ​TAT Availability

Escalation​ ​1 escalations@jeeves.co.in 24​ ​working​ ​hours 10:00​ ​AM​ ​to​ ​6:00​ ​PM,​ ​Mon
to​ ​Sat*

Escalation​ ​2 mobile-escalations@jeeves.co.in 12​ ​working​ ​hours 10:00​ ​AM​ ​to​ ​6:00​ ​PM,​ ​Mon
to​ ​Sat*

Escalation​ ​3 Arun.r@jeeves.co.in 12​ ​working​ ​hours 10:00​ ​AM​ ​to​ ​6:00​ ​PM,​ ​Mon
to​ ​Sat*