Terms & Conditons
Accidental Damage Protection
1 DEFINITIONS
1.1 “Plan Fee” shall mean the fees charged by XtraCover from time to time for the Plan(s) availed of by the Customer and set out in the respective Plan Terms. The Plan Fee is applicable for the respective duration of the plan as mentioned below. The Plan Fee is inclusive of all applicable taxes.
1.2 “Plan Terms” shall mean the terms and conditions separately provided with the Terms herein which shall be specifically applicable in relation to each Plan(s).
1.3“Plan Eligibility” This Plan can be purchased only same day of the original purchase of the Device, and subject to the Device being in its perfect working condition
1.4 “Free Look-In Period” shall mean the number of days from the date of activation of the Plan(s) within which the Customer may cancel the Plan(s) and obtain a refund of the Plan Fee.
1.5 “Service Partner” means any third party service provider affiliated with XtraCover.
1.7 “Personal Information/Data” shall mean and include such personal and financial information of the Customer relating to his/her data /or documents, in any medium including financial information such as bank account or credit card or debit card or other payment instrument details, identification document details including passport, PAN card details, driving license, etc
1.8 “Service Center” means the Authorised Service Center or XtraCover. used for carrying out Damage device Repair/Replacement.
2 PURPOSE
2.1 These terms and conditions (“Terms”) shall govern the transaction between Aforeserve Technologies Pvt Ltd (“XtraCover”) and the party whose name appears on the Order (“Customer”) in relation to the Plan(s) provided by XtraCover.
2.2 These general terms and conditions define the framework and the respective obligations of the parties.
2.3 Customer acknowledges the receipt of the Terms and the Plan Terms, as applicable and agrees to be fully bound by the Terms and the relevant Plan Terms. In the event, the Customer activates the Plan by sharing device details or avails of any benefit under any of the Plan Terms or lodges a claim within the term of the Contract, the Customer shall deemed to have accepted the Terms unconditionally.
3 CUSTOMER CONSENTS AND CONFIRMATIONS
3.1 Further, the Customer has and hereby consents to the use of the Personal Information by XtraCover for the purposes of providing the various services under the Plan(s) offered by XtraCover. XtraCover respects the privacy of the Customer and the confidentiality of Customer’s Personal Information so collected by XtraCover by itself or on its behalf and shall take all reasonable steps to protect it and maintain its confidentiality.
3.2 The Customer expressly and without limitation, consents to XtraCover or its service partners recording phone calls between the Customer and XtraCover on the helpline numbers set out in the relevant Plan Terms in order for XtraCover to inter alia (i) provide a record of the instructions received from the Customer and to share the same with the Service Partners, if required, (ii) allow itself or its service partners to monitor quality standards, (iii) training purposes, and (iv) meet legal and regulatory requirements.
3.4 The Customer acknowledges that XtraCover has the sole right to vary the features/benefits under the Plan(s) or the Plans or the amount or rate of the Plan Fee or part thereof, from time to time.
3.5 The Customer hereby provides his/her consent to XtraCover for appointing agents to collect amounts payable to XtraCover, as may be considered necessary in the sole discretion of XtraCover and which shall be at the sole risk and cost of the Customer.
3.6 The Customer acknowledges that XtraCover may engage third parties including Service Partners for the fulfilment of the services and the Customer hereby consents to XtraCover disclosing, to the extent relevant, the Customer’s Personal Information and/or details of Plan(s) availed by the Customer to inter alia (a) our affiliates Service Partners (b) to our suppliers, vendors, for the purposes of servicing the Customer.
3.7 The Customer hereby consents to XtraCover identifying any service providers and/or products that may be of some interest to the Customer.
3.8 The Customer hereby consents to receiving period SMS / email communication from XtraCover of information pertaining to its product features / services.
4 TOTAL FEES/CHARGES
4.1 XtraCover shall charge the Plan Fee from the Customer for availing of the Plan(s) from time to time and for the duration of the respective Plan. The Plan Fee shall be payable in advance including applicable taxes and levies.
4.2 The Plan Fee(s) for the respective Plan(s) shall be as more particularly set out in the Plan Terms.
4.3 Activation of XtraCover Plan(s) is subject to realization/receipt of the Plan Fee and receipt of documents and device related information as specified in the activation form on www.xtracover.com.
5 SERVICING OF CLAIMS
5.1 The Customer acknowledges and understands that service or payment of any benefit under the Plan shall be at the sole discretion of XtraCover.
5.2 Any service request made by the Customer under these Terms and Plan Terms shall be subject to the following:
iii. Govt. issued ID proof
5.3 Notwithstanding anything contained hereinabove, XtraCover shall not be obliged to entertain any service request from the Customer unless (i) the Customer is over the age of 18 years at the time of Plan activation and a resident of India, and (ii) the Plan Fee up to the date of service has been paid.
6 CANCELLATIONS/ RENEWAL/TERMINATION
6.1 XtraCover will cancel the Terms and/or the Plan Terms if XtraCover does not receive the Plan Fee (all inclusive) on the date it is due.
6.2 XtraCover will cancel the plan if the information/documents, device details or an image as stipulated in the plan, that may be required for the purpose of the service plan activation is not made available within 15 days of purchase of the plan
6.3 XtraCover will cancel the Terms and/or the Plan Terms if the Customer has at any time:
6.4 If notice of termination is provided by the Customer within the Free Look-In Period, a full refund is available. After the expiry of the Free Look-In Period, for any cancellation by the Customer, XtraCover will refund the Plan Fee based on the grid mentioned below, provided however, that if the Customer has lodged a service request or availed of any benefit under any of the Plan Terms any time during the term of the plan, no refund will be available.
Period Refund Percentage
0-15 Days 100%
Above 15 Days No Refund
The above refund percentage is on Plan Fee.
7 CONFIDENTIALITY
7.1 XtraCover shall make reasonable efforts to ensure that the Personal Information of the Customer is kept confidential and not disclosed to any third party except to the extent required for fulfilment of services.
8 REPRESENTATIONS AND WARRANTIES
8.1 The Customer represents that he/she is completed the age of 18 years and is a resident of India.
8.2 The Customer is in compliance with the applicable law as may be relevant for the Plan (s) which is availed of by the Customer.
8.3 The Personal Information provided by the Customer for the purposes of availing of the Plan(s) is and shall be true and accurate.
9 OBLIGATIONS AND COVENANTS OF THE CUSTOMER
9.1 If the Customer receives a benefit as contemplated under any specific Plan Terms and it is later discovered that the service request was dishonest, fraudulent or false, XtraCover will take steps to recover from the Customer, such payment(s) made to the Customer, either by XtraCover or a third party, as the case may be.
9.2 The Customer undertakes that he/she shall strictly comply with the terms of usage contained in the Plan Terms in relation to the use of the Plan(s).
9.3 The Customer undertakes and covenants that he/she shall not use make use of the Plan(s) to or in the course of usage of the Plan(s),upload, display, publish, update, disseminate or transmit content or information that:
10 LIMITATION OF LIABILITY
10.1 XtraCover shall not be liable for any incidental, consequential, exemplary, special or indirect damages (including, but not limited to, loss of profits, revenues, data and/or use). XtraCover disclaims all implied warranties of merchantability, fitness for a particular purpose, and non-infringement. XtraCover ’s total liability under the Terms and/or the relevant Plan Terms shall not exceed the Plan Fee.
11 INDEMNITY
11.1 The Customer hereby agrees to defend, indemnify and hold XtraCover and its officers, directors, employees and subcontractors harmless from any and all losses, damages, liabilities, verdicts, settlements, judgments, costs, and expenses (including reasonable attorneys' fees) incurred by XtraCover or its officers or employees arising out of:
(a) Any wrongful act or omission of the Customer in relation to the usage of the Plan(s);
(b) Any wilful misconduct, gross negligence or fraud by the Customer;
(c) Any failure of the Customer to comply with the applicable law;
(d) Any breach of the representations, warranties, obligations and covenants of the Customer or a default of the Customer’s obligations; and
(e) Any third party claims arising out of the Customer’s use of the Plan(s).
11.2 This indemnity will survive the termination of the Terms and/or the Plan Terms and is in addition to and not in substitution of the other remedies and rights that XtraCover may have, either at law in the Terms and/or the Plan Terms
12 NOTICES
12.1 Any notice required under the Terms and/or the relevant Plan Terms must be in writing and must be either (a) delivered in person, (b) sent by registered mail, or air mail, as appropriate, or (c) sent by overnight courier, in each case properly posted and fully prepaid to the appropriate address set forth herein. Aforeserve Technologies Pvt Ltd, A-1, 3rd Floor, Block A, Okhla Industrial Area, Phase 2, New Delhi - 110020, India
13 MISCELLLANEOUS
13.1 The Terms will inure to the benefit of the legal successors of XtraCover. Other than as stated above, no assignment of the Terms is possible.
13.2 XtraCover will not incur any liability to the other party on account of any loss or damage resulting from any delay or failure to perform all or any part of these Terms if such delay or failure is caused, in whole or in part, by events, occurrences, or causes beyond the control and without negligence of the parties. Such events, occurrences, or causes will include, without limitation, acts of God, riots, acts of war, natural disaster, fire and explosions, or any other events reasonably beyond the control of either party.
13.3 XtraCover reserves the right to amend the Terms and/or the Plan Terms and/or the features or pricing of the Plans. Upon such amendment such terms will become applicable immediately and will be intimated to the Customer in due course. If the Customer does not accept the amendment of the Terms and/or the Plan Terms, he shall have the right to terminate Terms and the Plan Terms with appropriate notice as may be specified in Clause 6. The alteration of the Terms and/or the Plan Terms shall be deemed accepted where the Customer continues to use the service one (1) month after the amendment has taken effect.
13.4 The Terms along with the relevant Plan Terms constitutes the entire agreement between the parties with respect and in relation to the Plan (including any modification or amendment thereto) subscribed or availed of by the Customer and supersedes all previous communications, representations, understandings and agreements, either oral or written.
13.5 The Agreement shall be governed by the laws of the Republic of India.
13.6 All disputes arising in connection with the Terms and/or the respective Plan Term(s) shall be finally settled by arbitration pursuant to the rules of the Arbitration and Conciliation Act, 1996, by one arbitrator appointed in accordance with the said Rules. The seat of arbitration shall be Delhi. The language of the arbitration proceedings shall be English. The decision of the arbitrator shall be final and binding on the parties.
XtraCover Accidental and Damage Protection – Service Description and Terms & Conditions
Note: The terms contained herein are specific terms and conditions and should be read in conjunction with the specific features of the product purchased by you as mentioned in the Welcome Letter kit/welcome email. These conditions are in addition to and not in derogation of the standard terms and conditions.
The definitions as set out herein are in addition to the definitions as set out in the General Terms
“Device” shall mean the portable device of the Customer. The Customer can only avail of the Accidental Damage Protection Plan in relation to one Device, i.e. one Plan per Mobile Phone or Tablet or Laptop.
“SIM Card” shall mean the subscriber identification module card of the Customer which is used by the Customer in his/her Mobile Phone or Tablet.
“SMS” shall mean short message service.
“Telecom Service Provider” shall mean the telecom service provider who provides the Customer with the SIM Card and Mobile Phone connection.
The specific plan benefits depend on the Accidental Damage Protection plan purchased by the customer and all the features below may or may not be part of a specific plan opted by customer.
COVERED DEVICE:
Mobile Handset / Tablets / Laptop which is declared by the Customer for a period of 12 months from the purchase date of XtraCover Plan.
Mobile Handsets / Tablets / Laptop as on date of Purchase, purchased in INDIA through manufacturer or manufacturer assigned legal channel will be considered under this service plan.
Used, Refurbished and Second-hand devices are not covered under this service plan.
Maximum 2 service request up to the invoice value of the device during the tenure of the Plan are allowed.
SPECIAL CONDITION –
No cover applicable for Mobiles without active SIM.
Accidental damage / Liquid damage:
Accidental damage and Liquid Damage subject to terms, conditions, definitions and exclusions as mentioned below. Liability would be restricted to the “Invoice Value” or “Market value”, or the “Actual repair cost” whichever is lower.
Accidental Damage mean a visible damage to the covered Product as a result of external means. Any unintentional drop or collision of the covered product which is not driven by external means stands excluded.
Service limit:
Maximum 2 service request per customer/device are allowed under this plan within the Invoice value for the contract period. In case of BER or Total Loss for any claim, the plan will terminate and customer will not be allowed any more services.
No event/incidence is covered for the first 15 days from the date of purchase of plan. No service request will be accepted during first 15 Days after activation. Customer will be entitled for a claim from 16th Day onwards
Beneficiary:
Beneficiary means the buyer of the XtraCover Accidental Damage Protection Service Plan, who has opted for the Service under this Plan and has got the same activated, as per the terms and conditions of this Plan, with the details of which are intimated to Customer under the Declaration. It is agreed that the Device should be in the name of Customer. Where the Customer is a corporate entity, beneficiary shall mean any representative / employee of the entity authorized to use the Device. It is also agreed that the Covered Device can be used by the Customer or immediate family members restricted to parents, spouse and children only or where such customer is a corporate entity, Beneficiary shall mean any representative/employee of the customer who is authorized by the customer to use the Covered Device.
Covered Amount: cost of equipment only as per purchase invoice or covered amount as per XtraCover plan selected by the customer.
Geographic limit – INDIA
Handsets purchased abroad stand excluded. Loss/damage happening in India are only covered.
BER: Beyond Economic Repairs
BER is the cost of repair equal to or more than 80% of Invoice Value. In case of Total loss/BER or if the device is beyond repair due to spare parts unavailability, device model being phased out in the market or other reasons XtraCover at its discretion may choose to provide customer with a Replacement device (Refurbished) of same model or similar model on case to case basis OR may pay the customer the depreciated amount
Basis of loss settlement:
In case of the Total Loss or Beyond economical repairs (BER) to covered device, XtraCover shall refund Invoice value of the Device after deducting any previous service amount and depreciation as applicable and in no case, liability will be more than the Invoice Value of the device. In such event, damaged device will be retained by service centre or XtraCover.
In case of Partial loss, the maximum liability will be the repair amount or Invoice Value whichever is lower, in any case the maximum liability shall not exceed the Invoice Value.
For replacement cases, the basis of settlement will be the replacement value subject to deducting any previous service amount and depreciation applicable as per total loss cases, the plan will get terminated immediately for that Device
Depreciation Chart: Applicable only for Total loss/BER cases –
Age of the Insured Gadget Depreciation %
Up to 3 months - 20%
3 months to 6 months 30%
6 months and above 50%
Deductible:
Non-Apple Devices – 5% of Invoice Value
Apple Devices – 5% of Invoice Value
Mandatory Device related information for plan activation:
It is mandatory for the Customer to provide the following device related information to XtraCover for the purpose of activating plan and also for Transferring to new or Replaced device as per the above mention “Transfer of Plan” clause.
Whereas XtraCover will make all efforts to collect the above information from the Customer, it is the responsibility of the Customer to ensure that all the said information is made available to XtraCover. XtraCover will be able to activate the plan on the said device only after receiving the above mentioned information. In case of non-receipt of the above mentioned information, any service request on the said Device may be declined by XtraCover.
Depending upon the plan purchased by the customer and the ageing of covered device, Photo images of the device will be required to be submitted by the customer to activate the plan benefits. In absence of images, in such cases the service request may not be admissible. XtraCover reserves the right to cancel the Customer’s Plan or Service request in absence of valid photos of devices
In case of Apple device, it is mandatory for the customer to deactivate their Apple ID from device and relevant places before giving their device for repair/replacement. XtraCover may return the damaged device unrepaired in case Apple ID is not deactivated.
EXCLUSIONS
XtraCover shall not be liable for:
In any action suit or other proceeding where the company alleges that by reason of the above provisions any loss or damage is not covered by Company, the burden of proving that such loss or damage is covered shall be upon the customer.
Service request process:
Pre-requisite for claim processing:
Process flow:
Customer is required to submit scanned copy of service request form duly filled up and signed by the customer along with 4 images of the broken/ damaged device with clear image showing the handset IMEI/Serial no details within 48 hours of registering the service request
DUTY OF THE CUSTOMER:
The Customer shall take all reasonable precautions for the safety and protection of the covered device at all times as if the device was not covered under such service plan.
DISPUTES & JURISDICTION:
Any disputes or differences under this policy shall be subject to the exclusive jurisdiction of Courts in Delhi, India.
Extended Warranty - Terms and Conditions
1.1 Plan(s): shall mean either or all of the products/ services package offered by Xtracover from time to time, which products/services may have add-on components or features, details of which are mentioned in the Welcome letter kit / Welcome email.
1.2 Plan Fee: shall mean the fees charged by Xtracover from time to time for the Plan(s) availed by the Customer and set out in the respective Plan Terms. The Plan Fee is applicable for the respective duration of the plan as mentioned below. The Plan Fee is inclusive of all applicable taxes.
1.3 Plan Terms: shall mean the terms and conditions separately provided with the Terms herein which shall be specifically applicable in relation to each Plan(s).
1.4 Free Look-In Period: shall mean the number of days from the date of activation of the Plan(s) within which the Customer may cancel the Plan(s) and obtain a refund of the Plan Fee.
1.5 Service Partner: means any third-party service provider affiliated with Xtracover.
1.6 Personal Information/Data: shall mean and include such personal and financial information of the Customer relating to his/her data /or documents, in any medium including financial information such as bank account or credit card or debit card or other payment instrument details, identification document details including passport, PAN card details, driving license, etc.
2.1 These terms and conditions (“Terms”) shall govern the transaction between Aforeserve Technologies Private Limited (“Xtracover”) and the party whose name appears on the Order (“Customer”) in relation to the Plan(s) provided by Xtracover.
2.2 These general terms and conditions define the framework and the respective obligations of the parties. Specific terms and conditions relating to the specific Plan(s) that has been availed or subscribed to by the Customer supplementing or derogating from these general terms and conditions may be agreed to in the Plan Terms in writing which shall be annexed to this Terms.
2.3 Customer acknowledges the receipt of the Terms and the Plan Terms, as applicable and agrees to be fully bound by the Terms and the relevant Plan Terms. In the event, the Customer avails of any benefit under any of the Plan Terms or lodges a claim within the term of the Policy, the Customer shall be deemed to have accepted the Terms unconditionally.
3.1 Further, the Customer has and hereby consents to the use of the Personal Information by Xtracover for the purposes of providing the various services under the Plan(s) offered by Xtracover. Xtracover respects the privacy of the Customer and the confidentiality of Customer’s Personal Information so collected by Xtracover by itself or on its behalf and shall take all reasonable steps to protect it and maintain its confidentiality.
3.2 The Customer expressly and without limitation, consents to Xtracover or its service partners recording phone calls between the Customer and Xtracover on the helpline numbers set out in the relevant Plan Terms in order for Xtracover to inter alia (i) provide a record of the instructions received from the Customer and to share the same with the Service Partners, if required, (ii) allow itself or its service partners to monitor quality standards, (iii) training purposes, and (iv) meet legal and regulatory requirements.
3.3 The Customer acknowledges that Xtracover has the sole right to vary the features/benefits under the Plan(s) or the Plans or the amount or rate of the Plan Fee or part thereof, from time to time.
3.4 The Customer hereby provides his/her consent to Xtracover for appointing agents to collect amounts payable to Xtracover, as may be considered necessary in the sole discretion of Xtracover and which shall be at the sole risk and cost of the Customer.
3.5 The Customer acknowledges that Xtracover may engage third parties including Service Partners for the fulfilment of the services and the Customer hereby consents to Xtracover disclosing, to the extent relevant, the Customer’s Personal Information and/or details of Plan(s) availed by the Customer to inter alia (a) our affiliates Service Partners (b) to our suppliers, vendors, for the purposes of servicing the Customer.
3.6 The Customer hereby consents to Xtracover identifying any service providers and/or products that may be of some interest to the Customer.
3.7 The Customer hereby consents to receiving period SMS / email communication from Xtracover of information pertaining to its product features / services.
4.1 Xtracover shall charge the Plan Fee from the Customer for availing of the Plan(s) from time to time and for the duration of the respective Plan. The Plan Fee shall be payable in advance and the Customer may make a one-time payment of the Plan Fee for the applicable period including applicable taxes and levies.
4.2 Activation of Xtracover Plan(s) is subject to realization/receipt of the Plan Fee. However, activation of warranty cover is subject to receipt of documents and device related information as requested in the registration link.
5.1 The Customer acknowledges and understands that service of any benefit covered under the plan shall be at the sole discretion of Xtracover
5.2 Any service request made by the Customer under these Terms and Plan Terms shall be subject to the following:
iii) Any other document as may be required
5.3 Notwithstanding anything contained hereinabove, Xtracover shall not be obliged to entertain any service request from the Customer unless (i) the Customer is over the age of 18 years and a resident of India, and (ii) the Plan Fee up to the date of claim has been paid.
6.1 Xtracover will cancel the Terms and/or the Plan Terms if Xtracover does not receive the Plan Fee (all inclusive) on the date it is due.
6.2 Xtracover will cancel the Terms and/or the Plan Terms if the Customer has at any time:
iii) failed to meet the Terms and/or the Plan Terms, or to act in good faith, openly, honestly and in a bona fide manner towards Xtracover including by providing false or inaccurate information; and
6.3 If notice of termination is provided by the Customer within the Free Look-In Period, a full refund is available. However, if the Customer has lodged a service request or availed of any benefit under any of the Plan Terms at any time during the Free Look-In Period, no refund will be available. After the expiry of the Free Look-In Period, for any cancellation by the Customer, Xtracover will not refund the Plan Fee.
Period Refund Percentage
0-10 Days 100%
Above 10 Day No Refund
The above refund percentage is on Plan Fee.
7.1 Xtracover shall make reasonable efforts to ensure that the Personal Information of the Customer is kept confidential and not disclosed to any third party except to the extent required for fulfilment of services.
8.1 The Customer represents that he/she is completed the age of 18 years and is a resident of India.
8.2 The Customer is in compliance with the applicable law as may be relevant for the Plan (s) which is availed of by the Customer
8.3 The Personal Information provided by the Customer for the purposes of availing of the Plan(s) is and shall be true and accurate.
9.1 If the Customer receives a benefit as contemplated under any specific Plan Terms and it is later discovered that the service request was dishonest, fraudulent or false, Xtracover will take steps to recover from the Customer, such payment(s) made to the Customer, either by Xtracover or a third party, as the case may be.
9.2 The Customer undertakes that he/she shall strictly comply with the terms of usage contained in the Plan Terms in relation to the use of the Plan(s).
9.3 The Customer undertakes and covenants that he/she shall not use / make use of the Plan(s) to or in the course of usage of the Plan(s), upload, display, publish, update, disseminate or transmit content or information that:
10.1 Xtracover shall not be liable for any incidental, consequential, exemplary, special or indirect damages (including, but not limited to, loss of profits, revenues, data and/or use). Xtracover disclaims all implied warranties of merchantability, fitness for a particular purpose, and non-infringement. Xtracover’s total liability under the Terms and/or the relevant Plan Terms shall not exceed the Plan Fee.
11.1 The Customer hereby agrees to defend, indemnify and hold Xtracover and its officers, directors, employees and subcontractors harmless from any and all losses, damages, liabilities, verdicts, settlements, judgments, costs, and expenses (including reasonable attorneys' fees) incurred by Xtracover or its officers or employees arising out of:
11.2 This indemnity will survive the termination of the Terms and/or the Plan Terms and is in addition to and not in substitution of the other remedies and rights that Xtracover may have, either at law in the Terms and/or the Plan Terms
12.1 Any notice required under the Terms and/or the relevant Plan Terms must be in writing and must be either (a) delivered in person, (b) sent by first class registered mail, or air mail, as appropriate, or (c) sent by overnight courier, in each case properly posted and fully prepaid to the appropriate address set forth herein.
Aforeserve Technologies Pvt Ltd, A-1, Block A, Okhla Industrial Area, Phase 2, New Delhi - 110020, India
13.1 The Terms will inure to the benefit of the legal successors of Xtracover. Other than as stated above, no assignment of the Terms is possible.
13.2 Xtracover will not incur any liability to the other party on account of any loss or damage resulting from any delay or failure to perform all or any part of these Terms if such delay or failure is caused, in whole or in part, by events, occurrences, or causes beyond the control and without negligence of the parties. Such events, occurrences, or causes will include, without limitation, acts of God, bandhs, riots, acts of war, natural disaster, fire and explosions, or any other events reasonably beyond the control of either party.
13.3 Xtracover reserves the right to amend the Terms and/or the Plan Terms and/or the features or pricing of the Plans. Upon such amendment, such terms will become applicable immediately and will be intimated to the Customer in due course. If the Customer does not accept the amendment of the Terms and/or the Plan Terms, he shall have the right to terminate Terms and the Plan Terms with appropriate notice as may be specified in section “CANCELLATIONS/ RENEWAL/TERMINATION”. The alteration of the Terms and/or the Plan Terms shall be deemed accepted where the Customer continues to use the service one (1) month after the amendment has taken effect.
13.4 The Terms along with the relevant Plan Terms constitutes the entire agreement between the parties with respect and in relation to the Plan (including any modification or amendment thereto) subscribed or availed of by the Customer and supersedes all previous communications, representations, understandings and agreements, either oral or written.
13.5 The Agreement shall be governed by the laws of the Republic of India.
13.6 All disputes arising in connection with the Terms and/or the respective Plan Term(s) shall be finally settled by arbitration pursuant to the rules of the Arbitration and Conciliation Act, 1996, by one arbitrator appointed in accordance with the said Rules. The seat of arbitration shall be Delhi. The language of the arbitration proceedings shall be English. The decision of the arbitrator shall be final and binding on the parties.
Xtracover Extended Warranty – Service Description and Terms & Conditions
Note: The terms contained herein are specific terms and conditions and should be read in conjunction with the specific features of the product purchased by you as mentioned in the Welcome Letter kit/welcome email. These conditions are in addition to and not in derogation of the standard terms and conditions.
14.1 Product Covered: Mobiles, Tablets, Laptops, Television, Air Condition, Refrigerator, Washing Machine, Microwave, Water Heater, Kitchen Appliances, etc.
14.2 Official Channel: Manufacturer, Manufacturer Subsidiary company, Xtracover Authorized Retailer/Dealer/Distributor, Authorized Service Partners, Online Retail channel and Xtracover official website & apps.
14.3 Normal Operating Condition: Ability of the product to perform its specified function subject to the acceptable level of change in performance due to ageing or climatic conditions. The acceptable level of change for this purpose will be as per the respective Manufacturer’s specifications.
14.4 Normal use: Use of the product in accordance with the Manufacturer’s guidelines for Product usages including but not limited to regular maintenance and upkeep of the Product, usage of specified protection device such as voltage stabilizer.
14.5 Mechanical/Electrical Breakdown: Means defect, the breaking or burning out (electrical) of any defined parts of the covered product arising from mechanical or electrical defect causing sudden stoppage of their functions, necessitating visit, repair or replacement.
14.6 Covered Breakdown: Breakdown covered during the manufacturer’s warranty/Guarantee period. The covered breakdown will vary for each product in accordance with the manufacturer’s warranty/guarantee for the said period.
14.7 Onsite Repairs: The repair technician will visit the premises where the product has been installed to provide the repair services.
14.8 Manufacturer’s Warranty/Guarantee: The original Warranty/guarantee provided by the respective Manufacturer to the respective product as per Manufacturer’s Warranty/Guarantee terms & conditions.
14.9 Manufacturer’s warranty/Guarantee period: The uninterrupted period of the manufacturer’s warranty/guarantee cover as stated on the original official manufacturer’s warranty/guarantee certificate and publications.
14.10 Extended Warranty: Extended Warranty shall be an extension of manufacturer’s warranty terms by a continuous period of 1 year or 2 years or 3 years starting from the expiry of manufacturer’s warranty as per the plan opted by you.
14.11 Service Contract Term: Mechanical and electrical breakdown to the extent provided by the manufacturer’s warranty for domestic electrical/electronic product manufactured in India or is legally imported in India and sold through official channel by an invoice and manufacturer’s warranty/Guarantee certificate. The Extended Warranty Plan cover commences on the expiration of the manufacturer’s warranty/guarantee period and is for a period mentioned in the service contract details of the service contract, and shall continue to remain in force for a period as applicable, unless terminated earlier as per terms herein. This Contract and the terms and conditions herein shall continue to remain in force if due to any reasons, the original manufacturer replaces the Product of the Customer with the Product of the same model during the manufacturer’s warranty period subject to such information being shared by you with Xtracover on any such occasion.
14.12 We, Us, Our: The issuer of Extended Warranty Plan i.e. XtraCover
14.13 You, Your: The person to whom We are issuing Extended Warranty Plan
15.1 Only those products & brands which are manufactured in India or is legally imported in India & sold through Official Channels supported by an invoice & Manufacturer’s Warranty / Guarantee. Product should have minimum of one year manufacturer’s warranty.
16.1 Extended Warranty Plan replicates the manufacturer’s warranty against any malfunctions or breakdown for the duration opted for by you. In consideration of the service contract fee paid by you, we will provide the cost of repair for the covered breakdown of your product as mentioned in the contract, during the period of extended warranty, subject to the terms and conditions, exceptions and limitation content herein or endorsed hereupon in future. We will organize for the repairs to normal operating condition or replace at our discretion with an equivalent product or provide a settlement by way of monetary settlement at our sole discretion, after it has suffered a covered break down during normal use.
16.2 This contract covers the cost of parts and labour for the product on an onsite service basis. Cost of transportation is covered, if required, for transporting the unit to the service center and back for repairs which are not technically advisable to be performed at your premises.
17.1 You must be at least 18 years old on the date of purchase of Extended Warranty Plan
17.2 Extended Warranty Plan is limited to products that are purchased in select cities within defined geographic boundary of the Republic of India.
17.3 Extended Warranty Plan only applies to items purchased as new. There is no cover for items described as ‘used’, ‘second hand’ or ‘refurbished’.
17.4 Extended Warranty Plan can be bought for all products outlined in the section “QUALIFYING PRODUCTS & BRANDS” that carry a manufacturer’s warranty of 12, 24, or 36 months on the entire unit.
17.5 Extended Warranty Plan will cover only products that are under the Manufacturer’s original warranty. Any condition/act that voids the manufacturer’s warranty would result in product becoming ineligible for EW PRO+.
17.6 Extended Warranty Plan should be purchased and activated within 180 (one hundred eighty) days of date of purchase of product.
17.7 Extended Warranty Plan can only be purchased for products that haven’t been repaired under manufacturer’s warranty or otherwise before purchase of the plan. We reserve the right to reject any claim under Extended Warranty Plan if the product has been repaired prior to your purchasing the plan.
17.8 Extended Warranty Plan is applicable for a period of 12 months (1 year) or 24 months (2 year) or 36 months (3 year) from the date of the expiry of the Manufacturer’s warranty, as opted by you at the time of purchasing the plan. The plan cover period is also mentioned in the email that will be sent to you post successful activation of your plan by you.
17.9 The Extended Warranty Plan shall become effective once XtraCover, at its sole discretion, accepts the application of the customer and shall continue to remain in force for the period as applicable, unless terminated earlier as per terms herein.
17.10 At point of service, during the extended warranty plan duration, the customer is required to show the proof of purchase i.e. Product purchase invoice.
17.11 XtraCover reserves the right to deny service and cancel the Extended Warranty Plan without any refund whatsoever, if Customer fails to produce the above information.
17.12 XtraCover or its authorized service providers shall provide Services only during normal working hours on regular working days of XtraCover and/or its authorized service providers.
17.13 Normal Working hours would be 9:00 am to 9:00 pm on all days excluding public holidays
17.14 To avail services, you must present to XtraCover at the time of execution of this Contract proof of purchase (a copy of the purchase invoice) of the product in question.
17.15 XtraCover makes no express or implied warranties whatsoever regarding the services provided/rendered and/or effects thereof etc. and shall not be liable to the Customer or any other person claiming, by, through or under the Customer.
17.16 Extended Warranty Plan covers the cost of parts and labour charges for at-home service within the city/municipal limits of the XtraCover Service Centers. XtraCover will transport the product to service center for performing repairs, if required and if the product location is within its serviceable area.
17.17 Providing service at locations which are not in the serviceable limit of XtraCover: XtraCover reserves the right to provide adequate solution by either refund of the plan fee or advise customer to get it repaired through an authorized brand service center and then claim reimbursement subject to satisfactory verification of documents/proofs as demanded by XtraCover.
17.18 In case the defected unit needs to be transported to service center and it is outside the serviceable limit of XtraCover, Customer shall arrange for the same and XtraCover will reimburse the amount upon producing valid invoice towards the same. Customer shall take full responsibility of the product during transportation and indemnify XtraCover of any damage that occurs during this process.
17.19 During the validity of the Extended Warranty Plan, XtraCover will attend to the defects reported by the customer, including replacement of the defective electrical/electronic components that are required to be replaced to make the product electrically functional. This is subject to the condition, the breakdown of the product being due to normal usage.
17.20 In case the damage/malfunction of the device is due to reasons other than that covered under manufacturer’s warranty or it is caused by conditions defined under exclusions, XtraCover shall offer to repair the device for the customer. The cost of such repairs like labour, visit, cost of parts replaced, cost of transporting the device to service center (if required) will have to be borne by the Customer.
17.21 All defective components replaced by XtraCover shall become the property of XtraCover and the customer shall not claim any right to the same.
17.22 Defects and/or Parts not covered under the original manufacturer’s warranty, will not be covered under Extended Warranty Plan
17.23 All defective components will be replaced with parts which are new or like new in performance adhering to manufacturer’s specifications, at our sole discretion.
17.24 In case the cost of repair exceeds 80% of the cost of the product or the product cannot be repaired within the reasonable time or reasons beyond its control, XtraCover shall have the discretion to compensate the prevailing market value of the product post applicable depreciation. Please refer to the section ‘Terms of Replacement’ to know depreciation schedule.
17.25 In case we compensate you as above, all our obligations under this contract are deemed fulfilled and the plan coverage stands terminated. The defective product in all such cases shall become our property and the same should not be destroyed, or damaged, or salvaged by the you under any circumstances.
17.26 XtraCover at its sole discretion determines the issuances of standby/loaner unit subject to availability and for select city and select product category.
18.1 You need to ACTIVATE the Extended Warranty Plan immediately upon buying or within a period as prescribed by XtraCover. Refer to the XtraCover Activation Email or Helpline or Official Website for activation procedures.
18.2 You will be required to provide us with a copy of the complete set of requisite documents at the time of activation and service request. If the Serial Number of the device has changed due to repairs or replacement by the manufacturer/retailer, please provide us with a copy of the Swap Letter that clearly mentions the current and old Serial Number of the device within 15 days of such replacement.
18.3 You are required to correctly select the right Extended Warranty Plan for your product based on condition, price and purchase location.
18.4 You are required to report the problem to XtraCover within 7 calendar days of its occurrence beyond which the request is liable to be rejected.
18.5 It is your responsibility to properly maintain, store and use your item according to the manufacturer instructions and take all reasonable steps to use your equipment as prescribed by the manufacturer.
18.6 You agree to return the defective spares or product to XtraCover wherever requested.
18.7 NON-ACTIVATED Extended Warranty Plan & NON-FULFILMENT of ANY of the above conditions may result in the plan being considered as void and all requests made against Extended Warranty Plan are liable to be rejected.
18.8 Customer shall provide representative of XtraCover/its service provider full access to the Product/Equipment in order to effect necessary adjustments and repairs.
18.9 Customer shall provide adequate storage space for spare parts, test Product/Equipment and adequate work space, heat, light, ventilation and electric current for use by representative of XtraCover/its authorized representative for provision of Services at Customer's location.
18.10 Customer shall cooperate with XtraCover or it’s authorized representatives at the time of service request and will provide with all the requisite documents asked for, for processing the service request.
18.11 Customer shall be responsible to de-install all add-ons and/or accessories from the Product/Equipment before providing the same to XtraCover for Services, maintain backup copy of all software and data, restore software and data on the unit after repair.
18.12 Customer shall register all complaints/requests for Services only through official XtraCover Call Center/XtraCover App/XtraCover website.
18.13 Customer shall comply with all applicable laws, rules and regulations.
18.14 Customer shall indemnify us and hold harmless against any act of omission and commission and any consequences arising thereof and defend XtraCover from and against all claims, arising as a result of breach of this Contract.
18.15 Customer shall inform XtraCover in writing of any change in the billing address. Any written communication, billing statement or notice from XtraCover to Customer will be deemed as served within 48 hours of posting by ordinary mail or earlier as the case may be.
18.16 Customer agrees that it shall be its responsibility to be aware of the Contract and the changes therein. Ignorance if any shall be the total responsibility of the Customer.
18.17 The Customer understands that the Services have been subscribed on his/her own name and name change in any circumstances is not permitted.
18.18 Customer shall not assign any right or interest or delegate any obligation arising herein to any person without XtraCover's prior written consent.
18.19 The Customer is solely responsible for any unauthorized transfer/change in ownership of the Product/Equipment.
18.20 Customer shall return the standby/loan spare parts, if any provided by XtraCover on or before XtraCover returning the original set/Spares to the Customer.
19.1 Any problems or defects not covered by manufacturer’s warranty.
19.2 Service of products which are not supported by valid Proof of Purchase by customer shall not be admissible under the policy.
19.3 Non-operating and cosmetic damage to the Product, such as damage to paintwork, Product finish, dents or scratches.
19.4 Accessories used in or with the Product including but not limited to remote, batteries, USB/HDMI cable and replacement of any consumable item or accessory
19.5 Normal wear and tear items, not integral or necessary to the functioning of the products or routine service, or if the wear and tear on the parts.
19.6 Routine maintenance, cleaning, lubrication, adjustments or alignments, overhaul, modifications and descaling
19.7 Repair of the product due to accident, misuse, abuse, neglect, or improper maintenance.
19.8 Routine maintenance, cleaning, lubrication, adjustments or alignments, overhaul, modifications and descaling
19.9 Damage resulting from power outage, power surges or drips, fluctuating voltage, inadequate or improper voltage or current
19.10 Replacement of any consumable item or accessory. These include, but are not limited to plugs, fuses, light bulbs, light covers, cables, filters, attachment, belts, toner, ribbons, drums, tapes or software, and add-on options incorporated in a product for which the service contract was purchased.
19.11 Damage caused by unauthorised modification, alteration, adjustment, repair, service or installation by unauthorised personnel is not covered. Such unauthorised repair or replacement of covered products shall result in the cancellation of this insured unit.
19.12 Damage caused by unauthorized repair, theft, burglary and accident including earthquake, storm and or hurricane, abuse, misuse, sand, dust, water, negligence, fire, flood, lightning, malicious damage, impact, corrosion, battery leakage, acts of god, animal or insect infestation or intrusion.
19.13 Reception or transmission problems resulting from external causes.
19.14 Problems or defects caused by unauthorized modifications/repairs or failure to follow the manufacturer’s operating manual and as specified in the warranty card.
19.15 Any Incidental Costs arising from being unable to use the Product or from damage which results from the Breakdown of the Product.
19.16 Damage/failure caused before or during Transportation or Product delivery.
19.17 Service of product on which the Manufacturer’s label or logo, rating label or Serial number have been defaced or removed.
19.18 Claims that is false or fraudulent or intentionally exaggerated or if any false declarations or statements be made in support thereof, no claim for that insured unit shall be recoverable hereunder.
19.19 Service on third party products or software not supplied/authorized by the Manufacturer that may be installed in or used in connection with the product.
19.20 Use of accessories not approved by the manufacturer, incorrect electrical leads or connection.
19.21 Replacement or fixes of unauthorised software not installed by respective brand/company.
19.22 Failure due to physical damages, improper site conditions, rain or weather conditions, and liquid spillage.
19.23 Breakdown caused by computer virus or realignments to the product.
19.24 Commercial usage of appliances in cases where service contract is of retail nature
19.25 Damage/failure caused before or during product delivery.
19.26 Any consequential or incidental damages arising from the use or loss of use of the Product.
19.27 The cost of repairing, restoring computer software.
19.28 Loss of data, software or any other information.
20.1 In the event of your product requiring repair, XtraCover will undertake to get your product repaired.
20.2 Subject to the other terms and conditions mentioned in this document, XtraCover provides committed timelines for repairs of products. In the event that your product requires repairs, XtraCover will get the repairs carried out within a period of 21 working days from the date of registering a request with XtraCover. If XtraCover is unable to get your product repaired within the time period specified above from the date of registering a request, you will be eligible to receive a replacement product or a settlement amount reflecting prevailing market value of your product post applicable depreciation at the sole discretion of XtraCover, provided that:
20.4 At times, unforeseen events disrupt the supply of spare parts for an extended period of time, or manufacturing brands at times are unable to provide spare parts due unforeseen circumstances in their operations. While XtraCover will make all efforts to provide a resolution in the committed timelines, the Service Timeline will not apply when spare parts supply is disrupted due to events over which XtraCover has no control especially when those events disrupt global supply chains. However, XtraCover shall inform you of any such delay and provide you confirmation from the brands or its authorized representatives on the delay.
21.1 If we are unable to repair your appliance thereby rendering it non-functional, we will offer you monetary settlement amount.
21.2 In case of Monetary Settlement, the amount settled will reflect the invoice value of the product post applicable depreciation and any service expense for earlier service request on All Monetary Settlement Claims
21.3 Depreciation
Depreciation will be applied on the Sum Insured as follows:
Time Depreciation
1st year of Extended Warranty 15%
2nd year of Extended Warranty 30%
3rd year of Extended Warranty 50%
If we compensate you as above, all our obligations under this contract will be deemed fulfilled and there will no longer be any coverage under the plan.
22.1 Customer shall make payment of all charges in advance at the time of subscribing for the Services.
22.2 For Services to be provided by XtraCover for repair/replacement necessitated by non-covered breakdowns, Customer shall forthwith make payments towards cash receipt or invoice raised by XtraCover or its Authorized representative.
22.3 Charges payable by the Customer are exclusive of taxes, duties or levies unless expressly stated to the contrary.
22.4 If due to any reasons the Product is replaced by the original manufacturer with a Product of different size /capacity/model/brand but of the same product category, Customer shall be responsible to make payment of differential amounts to XtraCover for increase in the charges due to change in the Products/Equipment.
22.5 XtraCover shall however, not be responsible for refunding any money to the Customer if replacement of the Product/Equipment by the original manufacturer with a Product/Equipment of different size/capacity/model/brand but of the same product category leads to reduction in the charges for Services.
22.6 Charges payable for accessories used for Re-installation, if not provided by customer will have to be borne by the customer.
23.1 The validity, construction and performances of terms herein shall be governed by and interpreted in accordance with the laws of the Republic of India,
23.2 The parties hereto unconditionally and irrevocably agree to submit to the exclusive jurisdiction of the competent Courts in Delhi with regard to any matter or dispute arising hereto or any other documents that may be executed by the parties hereto.
24.1 XtraCover shall not be liable to the customer for any damages resulting from or related to any services performed by XtraCover hereunder, including, but not limited to, any loss of data or software, inability of XtraCover to correct any errors, malfunctions and defects in the product/equipment/hardware/software delay of XtraCover in performing any services hereunder.
24.2 In no event, shall XtraCover be liable to the customer for any indirect, special, or consequential damages or lost profits arising out of or related to services provided by the XtraCover under this contract, even if XtraCover has been advised of the possibility thereof, or knew or should have known thereof.
24.3 The maximum liability of XtraCover for each incidence shall not be greater than the invoice value of the appliance in any case whatsoever.
25.1 In addition to the typical termination that exists in XtraCover Extended Warranty T&C, the Plan will be terminated in the following scenarios:
Whichever happens earlier.
26.1 You are required to intimate about the loss to XtraCover within 7 calendar days of its occurrence beyond which the request is liable to be rejected.
26.2 You should file a claim by logging onto our website or calling our call centre
26.3 You should fill in the required details detailing the issue that you are facing.
26.4 You must upload a copy of the purchase invoice for the product in question, if not already done.
26.5 Depending upon your product and/or the nature of issue faced by you, you may be asked to follow some trouble shooting steps before registering a service request. Please follow the troubleshooting steps before registering the request.
26.6 In case you have trouble requesting a service, please call us on 1800 103 1893 (Monday – Saturday, 9.30am – 6.30pm) and we will be happy to guide you.
Buy Refurbished Product - Terms and Conditions
Returns Policy
Returns is a scheme provided by respective sellers directly under this policy in terms of which the option of exchange, replacement and/ or refund is offered by the respective sellers to you.
If the buyer faces any problem with the product, he/she will have the option to use the return policy as specified by the seller.
This Return Policy covers the buyer against ‘damaged’, ‘defective’ and ‘not as described’ products - for both, brand new and refurbished segments.
The return Policy is 3 days duration with possible return modes of Refund, replacement or exchange based on the product.
For all products, the policy on the product page shall prevail over the general returns policy.
The exchange and replacement will be subject to availability of the stock.
No Return Categories- Products in this category are not returnable due to their nature or other reasons.
In order to help you resolve issues with the product, the seller’s authorized personnel may troubleshoot your product either through online tools, over the phone, and/or through an in-person technical visit.
For any other issues with the product you may contact Xtracover -Xtracover's Customer Care
During pick-up, the product will be checked for the following conditions:
|
Category |
Conditions |
|
Correct Product |
IMEI/ name/ image/ brand/ serial number will be matched. |
|
Complete Product |
All in-the-box accessories (like chargers, headphones, etc.), as applicable, freebies and combos (if any) should be present. |
|
Unused Product |
The product should be unused, without any stains and with non-tampered quality check seals/return tags/warranty seals (wherever applicable). Before returning a mobile/ laptop/ tablet, the device should be formatted and screen lock (pin, pattern or fingerprint) must be disabled. |
|
Undamaged Product |
The product (including SIM trays/ charging port/ headphone port, back-panel etc.) should be undamaged and without any scratches, dents, tears or holes. |
|
Undamaged Packaging |
Product's original packaging/ box should be undamaged. |
The damage conditions for the refurbished products shall be as provided on the product page.
The field executive will refuse to accept a return if any of the above conditions are not met.
For any products for which a refund is to be given, the refund will be processed once the returned product has been received by the seller.
Note: Token value paid is non-refundable & non-transferable.
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