Important points for Festive Edition - Complete Mobile Protection

Flipkart’s Festive Edition- Complete Mobile Protection plan protects your Mobile against any issue
occurring in 13 months, including manufacturing defects, accidental or liquid damage. Additionally,
you get a guaranteed exchange value to seamlessly upgrade to a newer mobile within 9-13 Months
of purchase.

How to Claim?

You can raise 2 types of requests with us under this plan:

● For repair due to any defect/damage in your product - You can call our dedicated helpline
number - 1800 425 365 365 or 1800 102 5365 to raise a request
● To claim buyback guarantee - Visit the product page of any mobiles on Flipkart within 9-13
months of purchase. Click on “Claim Buyback” button to avail the buyback discount for your
next purchase.

What issues are covered under this plan?

● Any manufacturing defects
● Accidental Damage
● Liquid Damage
● Guaranteed exchange value within 9-13 months of purchase. The exchange value will be
communicated over email.

Festive Edition- Complete Mobile Protection Plan - Detailed

Terms and Conditions

The following are the terms and conditions for the Festive Edition- Complete Mobile Protection
program operated by Jeeves Consumer Services Private Limited, here in after referred to as
"Jeeves", incorporated under the Companies Act, 1956 and having its Corporate office at L-169,
13th Cross, 5th Main, Sector – 6, HSR Layout, Bangalore - 560102. The program is operated on the
platform (www.flipkart.com)/ Flipkart M App/ Flipkart Lite Platform (“Platform”). The Program
comprises of the following offerings:
1. Complete Mobile Protection
2. Buyback Guarantee
 Complete Mobile Protection - Terms and Conditions

Preliminary:

1. Complete Mobile Protection plan ("Program") is a program consisting of: (i) Repair service
provided by Jeeves Consumer Services Private Limited ("Jeeves") and (ii) Accidental/Liquid damage
cover provided by Bajaj Allianz General Insurance Company Limited ("BAGIC") via F1 info solutions
and services private limited ("F1").The Program is available for purchase on the e-commerce
platform,www.flipkart.com, whether accessed through a mobile application or any other means
("Platform")

2. This program is available only on select products ("Covered Product") on the Platform sold by
registered seller. This Program is available only in select cities in India and on select pin codes
("Serviceable Address").

3. This program shall be valid for a period of 13 Months from the date of successful delivery of the
Covered Product and provided the said Program is not cancelled by the customer post purchase.

In case of any discrepancy in modes of communication in any of the terms between these T and C's
and any other mode of communication, the T&C takes precedence over all such source, terms set
forth in these T and C's shall prevail.

4. In order to subscribe to this program, customer ("You" or "Your") needs to pay a specified
subscription fees and will automatically be bound by:
● these terms and conditions ("T&Cs");
● the terms of use, privacy policy, and other relevant documentation including any
modifications, alterations or updates thereof, that are published on the Platform; and
● terms and conditions of BAGIC; and
● terms and conditions of Jeeves

5. Program Key Features

5.1: You would be entitled for protection against the following

● 'One' Accidental or Liquid Damage (including Broken Screens)
● 'Multiple' manufacturer warranty defects including any software issues

For Accidental or Liquid Damage, you have an option either to avail repair facility with free pick and
drop from ''Serviceable Address'' or a cash payout option after online validation and verification.
Cash Payout option will only be available for Screen Damage cases where a remote assessment of
the damage can be done. For Other component damage or cases where Screen Damage cannot be
assessed remotely, only repair facility with free pickup will be available. For Repair facility/cash-
payout compensation please refer below Sections (6)

For Manufacturing defects, you will only be offered repair facility with free pick and drop.

For scenarios, where your address gets changed post purchase (''New Address'') of this program,
'repair' facility option would only be applicable if the New Address falls under "Serviceable
Addresses". In case, New Address does not fall under "Serviceable Addresses", You will only be
eligible for cash-payout option. In case of cash payout option, any repair from a non-brand
authorized workshop will result in cancellation of the program.

5.2:
● All 'manufacturer Warranty' claims shall be serviced and undertaken by Jeeves (via brand
authorized service center) and Brand warranty will continue for the remaining period.
● 'Accidental/ Liquid Damage' repairs shall be undertaken by the group company of Jeeves,
which is F1 and manufacturer warranty will continue for the remaining period.
● Cash payout for 'Accidental/ Liquid Damage' shall be paid by BAGIC and subsequent
manufacturing warranty will continue to exist only when repairs are done at Brand authorized
service centers

5.3 Eligible benefits under the program:

● Single customer touch point for any issue related to program
● Repairs by Brand authorized service centers with free pick and drop
● Promised turnaround time of 10-15 business days from product pickup to first attempt of
delivery
● Benefits Details

Claim Type Time since Repair Cash Payout1

Policy Start
Date
 1. Free Repair
Accidental or 0 to 13 Months LCD/Screen Damage
2. Free Pick &
Liquid
Drop 25% of Mobile Selling Price
Damage2
3. One time
processing (at the time of purchase)

fee based on
device
model

1. Free Repair
Accidental or 0 to 13 Months Motherboard/Battery/Body
2. Free Pick &
Liquid Panel/Camera/ Daylight sensor
Drop
Damage2 damage/Mobile Network
3. One time
IC/Charging Port/Headphone
processing
Jack/Mic/ Speaker/Volume Key/
fee based on
Fingerprint Sensor damage
device
model Payout not available

1. Free Repair
Manufacturer 0 to 13 months N/A
2. Free Pick &
Warranty
Drop
Defects
3. No
processing
fee

Subscripts Definition
1. Includes labor charges, cost of sundry parts including but not limited to adhesive, paint, wires
etc.
2. Claim is deemed as Beyond Economic Repair (BER), If the estimated total cost of repair is
more than 50% (in case policy start date falls under 6 months from claim date) or 40% (in
case policy start date falls on or between 6 to 13 months) of Mobile Selling price at time of
purchase, under this scenario you have the following options,
 ○ Repair Option:
○ If You choose repair, subsequent manufacturing warranty for remaining program
period will be available, wherever applicable

○ For case where repair is not economically viable, F1 under its sole discretion will offer
either replacement mobile (with either equal or equivalent features on the sole
discretion of F1) Or cash payout option
○ Payout Option:
○ If You choose cash payout, then program benefits will lapse with immediate effect

5.4: What is not covered under this Program

● Any intentional damage to the device
● Any unauthorized repair of the device
● Theft or Loss of device
● Loss or damage to accessories, SIM card or ancillary products (e.g memory card)
● Damage to the device because of usage not in accordance to manufacturer's guidelines,
including short circuiting during power surge
● Any cosmetic damage not resulting in stoppage of or functioning/usage of the device -
including but not limited to:
● Scratching, cracking and/or denting of the device body
● Minor damage/scratch on the device screen/LCD
● General Wear and Tear
● Loss of data or loss of installed software
● Loss or damage to the device during the following scenarios
● Loss due to confiscation by government/local authorities or security agencies
● Loss/Damage during commercial hire/rent of the device
● Loss/Damage during commercial transit
● Loss/Damage during War/ Riots/ Fights/Act of terrorism/nuclear radiation

5.5: If you require a copy of your insurance policy, please reach out to at escalations@jeeves.co.in.

6: To register a claim, please call our Customer Care Number (1800-425-365-365 or 1800-102-
5365). You may be asked to submit additional documents and other relevant information on a case-
to-case basis for processing claims. You will have an option either to avail repair facility or get cash
payout option.

Below process to be followed for repair claims / cash payout process;

6.1: Repair Claim Process:

In the event of Damage Claims,

● Upon prima facie confirmation on applicability of Program, you are required to pay a
processing fee through an online payment link communicated to you over your registered
email-id and mobile number. While processing the Damage Claim, if at any time, Jeeves
determines that there has been any misrepresentation, wrongful description, fraudulent
activity or non-disclosure of any material fact significant to the Damage Claim, then all
benefits under this Program as well the Processing fee shall be forfeited. The Program will
automatically stand terminated vis-a-vis the Covered Product.
● Only upon receipt of Processing fee, Jeeves will start processing such Damage Claim.
● If You choose to avail pickup and drop service, you shall pack the Covered Product and keep
the Covered Product ready for pickup as per the instructions provided to You over your
registered email Id and mobile number. Your device will be picked within 72 hours of pick-up
allocation. Pick and drop services will be free of cost.
● F1's logistics partner will pick up the packed Covered Product from the Service Address and
ship it to Brand's authorized repair center for either repair or replacement, as determined by
F1 at its sole discretion depending on the factors including, but not limited to, cost of repair,
availability of spares and time to serve, or F1's,will repair the same.
● In case, F1decides to offer replacement/refund option (under the sole discretion of F1) of the
Covered Product, You will be provided the choice to either opt for replacement/refund or get
back unrepaired Covered Product. If You opt to get back the unrepaired Covered Product,
Your Covered Product will be delivered within the 10-15 business days SLA to your Service
Address and the processing fee paid shall be forfeited. 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 device with equal or equivalent features. The make and
model of the new or refurbished replacement will be at the sole discretion of F1. In case of
replacement, the Covered Product will be retained by F1. Jeeves will provide warranty
service for the remainder of the Program Coverage Term, on the replaced device, terms and
conditions of which will be communicated to You on Your registered email.
● Once the Covered Product is repaired/ replaced, F1's logistics partners will have the
Covered Product/replacement device, as the case may be, shipped back to Your Service
Address in cases of pickup and drop service. In case of refund to be issued by F1, post
customer acceptance and submission of relevant documents, it takes 7 business days to
process the refund.
 ● Following are the Remaining Sum Assured (RSA) values on purchase price or flipkart selling
price, whichever is lower at the time of claim, of the device in case of refund

Period RSA

0 – 4th month 80%

5th – 8th month 70%

9th – 12th month 60%

13th month 40%

6.2: Cash Payout Process:

In case the damage involves only screen damage, you will need to provide a photo of the phone
clearly showing the damage along with the IMEI number of the phone displayed on the screen. Upon
assessment of this proof, a cash payout based on the benefit in section 5.3 will be approved.

In case remote assessment of the device is not possible, the repair option will be extended to the
customer, as detailed in section 6.1

7. Program – Service Assurance

● Subject to the other terms and conditions and force majeure events, Jeeves/F1 ensures "
Ten to Fifteen Business Days (Depending on Pincodes)" service assurance from successful
pickup of the device for all Claims. Activities during this period include: Covered Product
pickup, repair/replacement, first attempt of door-step delivery.
● If Jeeves/F1 is unable to meet the promised SLA, you will be eligible to receive a Token of
Apology (TOA) from Jeeves
● In case of replacement/refund option (under the sole discretion of F1) provided to You, you
respond immediately on the telephone call with the Jeeves team whether to go ahead with
 the replacement/refund or return the unrepaired Covered Product. Any delay in response will
extend the SLA by the delayed period.
● Table for TOA:

SLA breach TOA for the Customer

First attempt delivery not done within promised number of Flipkart EGV worth INR
days (As documented in T&C document sent post 500
purchase via email) from Covered Product pickup

● In case of all repairs done under this Program, Jeeves shall provide 90 days Repair
Warranty on the same.

8. Assurance from BAGIC

Subject to the other terms and conditions (submission of all required documents for processing the
claim) and force majeure events, BAGIC ensures that the claim is settled within 3 business days of
the receipt of the claim.

9. Other Terms & Conditions

● All decisions of BAGIC or Jeeves with respect to the condition, serviceability, genuineness of
claim etc. shall be final and binding on you as per applicability.
● 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 1800-425-365-
365 or 1800-102-5365 Responsibility of informing Jeeves and transferring the Program rests
upon You/ original beneficiary. Post KYC validation of original beneficiary (including but not
limited to Plan ID, IMEI Number and email ID), Program will be transferred to the new
beneficiary.
● The Program, once purchased, can be cancelled only within 10 days of product delivery
provided there is no claim raised.
● F1 may subcontract the services provided under the Program without notice to You.
 BUYBACK GUARANTEE - TERMS AND CONDITIONS

The following are the terms and conditions for the BuyBack Guarantee (hereinafter referred to as
'Buyback Guarantee'). The customers agree to be bound by these terms and conditions to exercise
the Buyback Guarantee.

DESCRIPTION OF THE BUYBACK GUARANTEE:

Upon payment of a specified price on the product page (Policy Price), the customer obtains an
assured, predetermined value as mentioned on the product page, subject to the terms and
conditions set forth below (Buyback Guarantee Value). The customer obtains the aforementioned
value on the exchange of certain specified phones (Original Phone**) on which the policy will be
applicable for another phone (New Phone**) sold by select sellers on Flipkart.com, between 9-13
months from the date of delivery of the original phone. The Buyback Guarantee is valid on the
original phone purchased on Flipkart.com.

BUYBACK GUARANTEE SPECIFIC TERMS AND CONDITIONS

● On exercising Buyback Guarantee, the customer shall receive the Buyback Guarantee Value
on the purchase of a new phone sold by select sellers between 9-13 months from the date of
delivery of the original phone. The customer shall not be entitled to avail Buyback Guarantee
prior to or post the time period set forth above. In a few cases, we allow customers to
purchase a new phone sold by select sellers between 1-13 months from the date of delivery
of the phone.
● The Buyback Guarantee Policy is applicable on limited inventory.
● The price of the new phone shall, at all times, be higher than the Buyback Guarantee Value.
Further, the customer is not entitled to receive cash or any other form of compensation in lieu
of the Buyback Guarantee Value.
● This Buyback Guarantee cannot be clubbed with any other exchange offer, at the time of
exercising Buyback Guarantee.
● The redemption of the Buyback Guarantee Policy shall be subject to the quantity restrictions
placed on the platform for a particular model of a mobile phone. To clarify, if there is a
quantity restriction on the purchase of the New Phone, and the customer has already
purchased the units thereby exhausting the quantity restriction (without availing the Buyback
Guarantee Policy), the Buyback Guarantee cannot be redeemable against the excess
 quantity. For e-g. If there is a restriction that only 5 units of ABC model of a mobile phone
can be purchased, and the customer has already purchased 5 units (without availing the
Buyback Guarantee Policy), the customer cannot redeem the Buyback Guarantee Policy
against the sixth unit.
● If at any time, Jeeves Consumer Services determines that there has been any
misrepresentation, wrongful description, fraudulent activity or non-disclosure of any material
fact significant to the redemption claim, then all benefits under this Program shall be
forfeited. The policy will automatically stand terminated vis-a-vis the Covered Product.
● The original box, charger, and accessories of the original phone need to be returned in
working condition along with the original phone while availing Buyback Guarantee. The
original box should not hold any tears or dents, and the original charger and accessories
should be in working condition, without anybody damages or missing parts. In case the
customer fails to provide the original box, charger and other accessories for the original
phone under the conditions specified above, Buyback Guarantee Value shall be reduced.

While exercising Buyback Guarantee, a field executive shall visit the location of the customer for the
pick-up and shall conduct the following checks on the original phone: The customer has to make
sure that:
● The operating system of the original phone isn't rooted or modified.
● The original phone is switching on and remains in the On mode for a minimum of 30 seconds
without being connected to a charger.
● The IMEI of the original phone provided by the customer on the Flipkart website at the time
of purchase of the new phone is correct and there is no mismatch.
● Phone screen and the body of the Original Phone is not in damaged or broken condition and
the Original Phone is in working condition.
● There are no cracks in the body of the phone or on the screen. The screen has to be intact
and buttons should not be missing or damaged. The display should not have any spots or
dead pixels.
● Original box, charger, headphones and accessories are in good working condition.
● Screen lock is not active (all forms of screen locks like pattern, pin, password, fingerprint,
face recognition, smart Lock, etc. need to be deactivated).
● Please note that an online quality check may be conducted and no test shall be skipped.

If the original phone satisfies all the quality checks stated above, only then will the customer be
eligible to avail Buyback Guarantee. If any or all of the quality checks stated above are not satisfied,
the transaction may be cancelled or there may be a reduction in the discount value. The quality
check shall be to the satisfaction of the field executive and his decision shall be final in this regard.
● The Customer shall not have any claim/ownership over the original phone and the
accessories after the pickup is complete.
● The Buyback Guarantee can be exercised only on purchase of the new phone to be
delivered in select pin codes. Please check whether the pin code is eligible for the Buyback
Guarantee prior to exercising the Buyback Guarantee. In the event of a change in the
address of the customer (from the original address which was given) while exercising the
buyback guarantee, it is to be noted that the Buyback Guarantee shall be exercisable only if
the new address falls within the pincodes where Flipkart delivers.
● Further, at the time of exercise of Buyback Guarantee, the customer shall be required to
read the detailed terms and conditions and accept these terms and conditions for Buyback
Guarantee to be exercised.
● It is to be noted that a nominal fee may be charged to the customer for the pick-up of the old
phone.
● The Buyback Guarantee can be exercised only if the new phone purchased belongs to
mobile phones sold by a select set of sellers. The current list of eligible sellers includes:
Retail Net, OmniTech Retail, IndiFlash Mart, SuperCom Net, & TrueCom Retail. The list of
eligible sellers may change over time. Customers are requested to check with Flipkart
Customer Support whether Buyback Guarantee is applicable on the new phone being
purchased prior to the exercise.
● In the event that the original phone is defective or dead on arrival and is exchanged for
another phone of the same model as the original phone, then the 270-395 days timeframe
for exercising Buyback Guarantee shall commence from the date of delivery of the original
phone.

ELIGIBILITY CRITERIA
● Buyback Guarantee is valid only in India. The minimum age of the customer to participate in
Buyback Guarantee is 18 years.
● Buyback Guarantee is open to only end customers and not resellers.
● The original phone and new phone should be bought on the platform.
● Buyback Guarantee can be exercised only upon the purchase of a new phone on
flipkart.com, sold by select sellers, in exchange for the original phone. Upon exercising
Buyback Guarantee, the customer shall be required to exchange the original phone for a
new phone sold by select sellers on flipkart.com
 ● Buyback Guarantee is specific to the customer who has purchased the original phone and
will be valid only for the purchase of the new phone from the same account as that of the
customer who bought the original phone.

GENERAL TERMS AND CONDITIONS

● It is hereby clarified that upon the exercise of the Buyback Guarantee, Your Festive Edition-
Complete Mobile Protection Plan shall lapse and You cannot exercise the Complete Mobile
Protection Plan on the New Phone purchased by You using the Buyback Guarantee.
● This document is an electronic record in terms of Information Technology Act, 2000, and the
Rules thereunder as applicable and the amended provisions pertaining to electronic records
in various statutes as amended by the Information Technology Act, 2000. This electronic
record is generated by a computer system and does not require any physical or digital
signatures.
● The customer releases and holds harmless Flipkart and Jeeves Consumer Services, its
agents, affiliates, and employees from and against any claims, damages, or liability of any
kind, including personal injuries, death, or property damage, or any direct, indirect,
consequential, incidental or other damages, which the Customer or anyone else may suffer
as a result of participation in this Plan.
● The Buyback Guarantee is valid only on a limited inventory and is valid only for a limited
period of time.
● The customer agrees that his contact details can be shared by Flipkart with Jeeves
Consumer Services. Flipkart Order ID and contact details of the Customer will be shared by
Flipkart with Jeeves Consumer Services for verification purposes. The usage of personal
data is subject to Jeeves Consumer Services's privacy policy and Flipkart's privacy policy
here: http://www.flipkart.com/s/privacypolicy. By participating in the Buyback Guarantee,
customers agree to the collection and usage of their personal information by Jeeves
Consumer Services and acknowledge that they have read and accepted Jeeves Consumer
Services's and Flipkart's privacy policy.

● The operation of the Festive Edition- Complete Mobile Protection Plan is subject to force
majeure events and on the occurrence of such an event, the Festive Edition- Complete
Mobile Protection Plan may be withdrawn at the sole discretion of Jeeves Consumer
Services and Jeeves Consumer Services shall not liable for damages under any
circumstances. The price for the Festive Edition- Complete Mobile Protection Plan shall be
refunded by Jeeves Consumer Services in such an instance.
● Flipkart hereby excludes and disclaims all liabilities, whether direct or indirect, that may arise
due to the Festive Edition- Complete Mobile Protection Plan, including but not limited to
postponement or cancellation of the Buyback Guarantee. The customer shall contact Jeeves
Consumer Services for any disputes/issues related to the Festive Edition- Complete Mobile
Protection Plan and Flipkart shall not be held liable for any such disputes/issues. Further, the
Customer agrees that for any defects regarding the Product, the Customer shall have a
direct recourse against the seller of the Product and Flipkart shall not be held liable.
● Jeeves Consumer Services shall be solely responsible for fulfilling the terms of this Festive
Edition- Complete Mobile Protection Plan. Flipkart shall not be liable for any loss, injury or
any other liability arising to the customers as a result of the Jeeves Consumer Services
failure to honour its obligations with respect to the customer. Any claims made by the
customer owing to any act or omission by Jeeves Consumer Services with regard to the
Buyback Guarantee shall be the sole liability of Jeeves Consumer Services and Flipkart shall
not be liable in this regard.
● Festive Edition- Complete Mobile Protection Plan is subject to federal, state and local laws
and regulations and is void where prohibited by law. In the event that the operation, security,
or administration of the Festive Edition- Complete Mobile Protection Plan is impaired in any
way for any reason, including, but not limited to fraud, virus, or other technical problem,
Jeeves Consumer Services may, in its sole discretion, either: (a) cancel the Festive Edition-
Complete Mobile Protection Plan and refund the Buyback Guarantee Price; (b) suspend the
Festive Edition- Complete Mobile Protection Plan to address the impairment and then
resume the Festive Edition- Complete Mobile Protection Plan in a manner that best conforms
to the spirit of these laws.
● By entering into this Festive Edition- Complete Mobile Protection Plan, the customer agree to
indemnify and keep Flipkart harmless against all damages, liabilities, costs, expenses,
claims, suits and proceedings (including reasonable attorney's fee) that may be suffered by
Flipkart as a consequence of (i) violation of terms of this Policy by the customer; (ii) violation
of applicable laws; (iii) any action or inaction resulting in willful misconduct or negligence on
the Customer's part.
● All taxes or liabilities payable to any regulatory authority shall be borne by the customer
and/or billed to the account of the customer.
● The Festive Edition- Complete Mobile Protection Plan and the Terms and Conditions herein
shall be governed by the laws of India. Any disputes in relation to the Festive Edition-
Complete Mobile Protection Plan shall be settled by arbitration in accordance with the
Arbitration and Conciliation Act, 1996. The seat of such arbitration shall be Bengaluru. A sole
 arbitrator shall preside over the arbitration proceedings with such sole arbitrator appointed by
Jeeves Consumer Services.
● The customer is required to note that this Festive Edition- Complete Mobile Protection Plan
cannot be availed along with any other product exchange offer being run by Flipkart. If the
Customer avails the Festive Edition- Complete Mobile Protection Plan, these terms and
conditions shall be the entire terms and conditions applicable to such Festive Edition-
Complete Mobile Protection Plan and no other terms and conditions with respect to the
exchange of the Product shall be applicable. Subject to the above, all the terms and
conditions of the Festive Edition- Complete Mobile Protection Plan as given hereof and
standard terms and conditions, user agreement, privacy policy (subject to change) of
www.flipkart.com shall be applicable on the Customer. In the case of any conflict between
the terms and conditions contained herein and the terms and conditions, user agreement,
terms of use and privacy policy of flipkart.com, the terms and conditions, user agreement,
terms of use and privacy policy on flipkart.com shall prevail.
● Failure to perform any of the steps mentioned in the T&Cs, will result in cancellation of all
benefits vis-a-vis the particular claim
● By purchasing the Program, it would be deemed that You have given Your consent to
contact you through call, SMS or email on the details provided by you for the purpose of this
Program.
● If any provision of these T&Cs shall be held to be invalid, illegal or unenforceable, the
validity, legality and enforceability of the remaining provisions hereof shall not in any way be
affected or impaired.
● These T&C shall be governed in accordance with the applicable laws in India. Courts at
Bangalore shall have the exclusive jurisdiction to settle any dispute that may arise under this
T&Cs.

● Grievance Redressal:
We are committed to extend the best possible services to our customers. However, if you are
not satisfied with our services and wish to lodge any feedback or complaint, please write to:

Event Mail ID Availability

Escalation escalations@jeeves.co.in 09:30 AM to 6:00 PM, Mon to Sat*