Complete Mobile Protection by Flipkart Protect

General Information

● 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 and Theft Insurance cover provided by Bajaj Allianz General Insurance Company
Limited (“BAGIC”) v ​ ia  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")
● This Program is available only on select products and only in select cities and pincodes in India
● This Program shall be valid for a period of 1 year 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,
sterms set forth in these T and C’s shall prevail.

What is Covered?

● One Accidental or Liquid Damage (which can include broken screens)

● One Theft
● Multiple manufacturer warranty defects including any software issues

What Benefits do I get?

● Multiple options for repair

○ Free Doorstep Pickup and drop of your device along with brand authorized repair
(available in select cities only) or
○ Upfront cash payout in case you prefer getting your device repaired yourself
● Brand Authorized Service Centers with genuine spare parts used for the repair option under this
program
● Single touchpoint for any issue or query with your device
● Guaranteed 10 days Repair
● Completely Hassle-free Paperless Claim Process
How much is my Coverage?

Coverage depends on the type of damage/loss you are claiming for, the time since the policy started, the
exact parts that are damaged, and the settlement option you select (Cash Payout or Repair). This is
indicated in the table below:

Claim Type Time since Cash Payout Repair

Policy
Start Date

0 to 6 50% of Mobile Selling Price at the time of

Theft or Total
Months purchase
Loss/Beyond
N/A
Economic
6 to 12 40% of Mobile Selling Price at the time of
Repair​3
Months purchase

20% of Mobile
Motherboard, Selling Price at the
LCD/Screen Damage time of purchase
each

Battery/Body 12% of Mobile

Panel/Camera/ Selling Price at the
Accidental or Day-light sensor time of purchase ● Free Repair​1
Liquid Damage​2 damage each ● Free Pick & Drop
0 to 12 ● One time
Months processing fee of
Mobile Network
INR 500 only
IC/Charging 7% of Mobile
Port/Headphone Selling Price at the
Jack/Mic/ time of purchase
Speaker/Volume Key/ each
Fingerprint Sensor

● Free Repair​1
Manufacturer
N/A ● Free Pick & Drop
warranty defects
● No processing fee

1. Includes labor charges and cost of sundry parts

2. A 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 12 months) of Mobile Selling price at time of purchase
3. In case of Theft claims, when settled basis submission of FIR filed at the nearest Police Station,
asset ownership gets transferred to BAGIC and all program benefits will lapse with immediate
effect
4. The policy will be automatically closed in case the claim is settled against either Beyond
Economic Repair (BER) or Theft and no further claims will be admissible
What is not covered?

● Any intentional damage to the device

● Any unauthorized repair of the 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

How do I register a claim?

To register a claim, please call our Customer Care Number (1800-425-365-365 or ​080 4608 9400​). You
may be asked to submit additional documents and other relevant information on a case-to-case basis for
processing claims.

● In the event of a claim request under the Program, You are required to do the following:
○ Intimate Jeeves about the claim request and the nature of defect/damage, as the case
may be, of the Covered Product along with the cause or reason of the damage, if
applicable, at 1800-425-365-365 or ​080 4608 9400 ​and provide other relevant
information required by Jeeves. At any point in time during the claim servicing process,
any unauthorised repair (to be determined by F1) will result in termination of the program.
At any point in time during the claim servicing process, any unauthorised repair (to be
determined by F1) will result in termination of the program.
● In the event of Damage Claims:
○ Upon prima facie confirmation on applicability of Program, You are required to pay the
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 within 72 hours of pick-up allocation.
○ 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.
○ In case, F1 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 and the processing fee paid shall be forfeited.
You will be liable for the refund of repair cost as per the policy coverage terms. 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 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 the event of Cash Payout Claims:

○ 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 will be
triggered

○ In case the damage to the phone involves anything other than screen damage -
■ A remote assessment of the device will be done to ascertain the extent of
damage
■ Upon assessment, a cash payout based on the benefit will be triggered

○ In case of theft of the device -

■ You are required to provide a copy of the FIR filed at the nearest Police Station
which should mention the IMEI of the stolen phone
■ Upon assessment of this FIR, a cash payout based on the benefit will be
triggered
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*

 Complete Mobile Protection Plan - Detailed 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 and Theft
Insurance 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 1 year 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 sourcesterms 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)
● ‘One’ Theft
● ‘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. For Repair
facility/cash-payout compensation please refer below Sections (6)

For Theft, cash payout would only be available after online validation and verification

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 be 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 remaining period.
● ‘Accidental/ Liquid Damage’ repairs shall be undertaken by F1 and manufacturer warranty will
continue for 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
● Verification, validation and cash payout for Theft claim shall be undertaken by BAGIC

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 business days from product pickup to first attempt of delivery
● Benefits Details,

Claim Type Time since Policy Repair Cash Payout​1

Start Date

1. Free Repair
Accidental or 0 to 12 Months 2. Free Pick & Drop Motherboard, LCD/Screen
Liquid Damage​2 3. One time processing Damage
fee of INR 500 only
20% of Mobile Selling Price

(at time of purchase) each

1. Free Repair
Accidental or 0 to 12 Months 2. Free Pick & Drop Battery/Body Panel/Camera/
Liquid Damage​2 3. One time processing Daylight sensor damage
fee of INR 500 only
12% of Mobile Selling Price

(at time of purchase) each

 1. Free Repair
Accidental or 0 to 12 Months 2. Free Pick & Drop
Liquid Damage​2 3. One time processing
fee of INR 500 only
Mobile Network IC/Charging
Port/Headphone Jack/Mic/
Speaker/Volume Key/
Fingerprint Sensor damage

7% of Mobile Selling Price

(at time of purchase) each

Theft​3 0 to 6 months N/A 50% of Mobile Selling Price

(at time of purchase)

Theft​3 6 to 12 months N/A 40% of Mobile Selling Price

(at time of purchase

1. Free Repair
Manufacturer 0 to 12 months 2. Free Pick & Drop N/A
Warranty 3. No processing fee
Defects

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 12 months) of Mobile Selling price at time of purchase, under this scenario you
have the following options,

● Repair Option:
o If You choose repair, subsequent manufacturing warranty for remaining program period
will be available, wherever applicable
o For case where repair is not economically viable, you have an option to get a
replacement mobile (with either equal or equivalent features on the sole discretion of F1)
Or customer can opt for cash payout option
● Payout Option:
o If You choose cash payout, then program benefits will lapse with immediate effect

3.In case of Theft claims, when settled basis submission of FIR filed at the nearest Police Station,
asset ownership gets transferred to BAGIC and all 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
● 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:
o Scratching, cracking and/or denting of the device body
o Minor damage/scratch on the device screen/LCD
o General Wear and Tear
● Loss of data or loss of installed software
● Loss or damage to the device during the following scenarios
o Loss due to confiscation by government/local authorities or security agencies
o Loss/Damage during commercial hire/rent of the device
o Loss/Damage during commercial transit
o Loss/Damage during War/ Riots/ Fights/Act of terrorism/nuclear radiation

5.5 : If you require copy of 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 080 4608 9400).
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 the processing
fee of Rs. 500 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 feet shall be forfeited. The Program will automatically stand terminated vis-a-vis
the Covered Product.
o Only upon receipt of Processing fee, Jeeves will start processing such Damage Claim.
o 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 within 72 hours of pick-up allocation. Pick
and drop services will be free of cost.
o 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.
o In case, F1 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 10 business days SLA to your Service Address and the processing fee paid
shall be forfeited. You will be eligible for the refund of repair cost as per the policy
coverage terms. 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’s. 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.
o 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.

6.2: Cash Payout Process:

In the 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 the damage to the phone involves anything other than screen damage, a remote assessment of
the device will be done to ascertain the extent of damage. Upon assessment, a cash payout based on the
benefit in section 5.3 will be approved.

In case of theft of the device, you are required to provide a copy of the FIR filed at the nearest Police
Station which should mention the IMEI of the stolen phone. Upon assessment of this FIR, a cash payout
based on the benefit in section 5.3 will be approved.

7. Program – Service Assurance

● Subject to the other terms and conditions and force majeure events, Jeeves/F1 ensures " Ten
Business Day" service assurance from successful pickup of the device for all Claims. Activities
during this period include: Covered Product pickup, repair/replacement, first attempt of doorstep
delivery.
● If Jeeves/F1 is unable to meet the above SLA, you will be eligible to receive a Token of Apology
(TOA) from Jeeves within 10 business days of breach as per table below,
● 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.
● Table for TOA:

SLA breach TOA for the Customer

First attempt delivery not done within 10 business days from Flipkart EGV worth INR 500
Covered Product pickup

Product not available for pickup from the Store within 10 Flipkart EGV worth INR 500
Business days from customer submission of the Covered
Product at the Store

● 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.
o 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 080 4608 9400 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.
o The Program, once purchased, can be cancelled only within 10 days of product delivery
provided there is no claim raised.
o F1 may subcontract the services provided under the Program without notice to You.
o 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
o 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.
o 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.
o 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.
o 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.
o The Program is valid only within the territorial limits of India.

o 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 sources ,terms set forth in these T and C’s shall prevail.

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*