Garantie CDP
The Plan
This Complete Damage Protection Plan governs the support process for accidental
physical and fluid damages for vivo Devices sold by vivo (“Device”) through its
official
sales channels in India in its original packaging. This Plan is not valid for any products
that are either refurbished or purchased by a customer post a return from the first
customer, even in an unboxed condition.
Plan Term
Benefits under the Plan begins when you (“Customer”, who is the User of the
Device)
registers the Device for the Plan and ends on completion of Twelve months from date
of purchase of the Plans (“Plan Term”)
Plan Eligibility
- This Plan can only be purchased within 3 days of Device purchase and subject to the
Device being in its perfect working condition
- The benefits under the Complete Damage Protection Plan is additional to the benefits
provided by the manufacturer under Manufacturer’s Warranty.
Plan Details
The Device that was successfully registered under the Plan within the stipulated time period
as defined in clause 3.1 above is termed as “Registered Device”.
Customer
The purchaser of the Registered Device whose name is mentioned on the original invoice is the
Customer. The purchaser’s spouse, children and parents can be the users of the
Registered Device. If the purchaser is a company, Customer shall mean any
representative/employee of the company authorized to use the Registered Device.
Processing Fee/Co-Payment
CDP- Complete Damage Protection - 1 Year
|
Gadget Type
|
Co-Pay Amount (incl. tax)
|
Vivo device launched price
|
Vivo device price between 0-10000
|
399.00
|
Vivo device price between 10001-15000
|
599.00
|
Vivo device price between 15001-20000
|
699.00
|
vivo device prices between 20001-30000
|
1199.00
|
Vivo device price between 30001-40000
|
1499.00
|
Vivo device price between 40001-50000
|
1499.00
|
Vivo device price above 50001-60000
|
1499.00
|
Vivo device price above 60001-70000
|
1499.00
|
Vivo device price above 70001-80000
|
1499.00
|
Vivo device price above 80001-90000
|
1499.00
|
Benefits Value
Maximum Benefits Value is equivalent to the depreciated value (refer to point 9 below) of the
Registered Device at the time of submitting a Damage Repair Request for availing accidental
damage protection as eligible under this Plan. If the repair charges are more than the Benefits Value, the Customer will have to bear the
differential price for obtaining the repair as determined by the Authorised Service Centre
(“ASC”) of vivo.
Beyond Economic Repairs (BER)
If the repair cost of the Registered Device is more than the Benefits Value of the Registered
Device, then the repair request will be determined as Beyond Economic Repairs (BER). In case
of BER, the applicable eligible amount will be refunded or adjusted on the new vivo device
purchase amount by Garantie to the customer.
Scope of Service under the Plan
Provided the Registered Device is handed over to Garantie or its authorized channels in its
entirety during the Damage Repair Request Process & that you have submitted the
documents as desired under the Plan and have purchased the Registered Device from official
sales channels of vivo in India, the following conditions would be considered under the
Plan.
Inclusions
- Suffers accidental physical damage and/or such damage that impairs the normal usage of
the Registered Device
- Fails to work because accidentally fluid has entered its internal circuitry, touch
panel, sub-board or battery, resulting into stoppage of the Registered Device
Exclusions
- If the Plan has been purchased beyond the eligible purchase window as defined in
3.1.
- Any damages to the Registered Device prior to the Plan activation
- Any damages reported within 7 days of activation of the Plan
- Acts of god perils, fire, lightening and explosion
- Damage during riot, strike & malicious damage
Any damage to the Registered Device:
- due to intentional act
- arising before or after Plan Term
- under mysterious circumstances including lost or stolen
- due to hire or loan of the Registered Device to a third party or if ownership is
transferred
- Due to unlawful act including Terrorist activity, War, Nuclear Explosion,
Radioactive Contamination, Chemical, Biochemical, Biological, Electromagnetic,
Cyber Attack.
- Caused by incorrect storage, poor care and maintenance, careless use, incorrect
installation and incorrect setup.
- due to serial number that has been altered, defaced or removed, or has been
modified to alter its functionality or capability without the written permission
of vivo
- due to any experiments or tests and/or alterations resulting to any abnormal
conditions of the Registered Device
Damage caused by:
- a product/accessory that is not the Registered Device
- operating the Registered Device outside the permitted or intended uses described by
manufacturer
- service (including upgrades and expansions) performed by anyone who is not an
Authorized Service Centre (“ASC”) or any failure/damage caused outside
the Indian territory
- Third-party products or their effects on or interactions with the Registered Device
or the software
- Consequential loss of any kind or description including wear & tear,
manufacturing defects
- Cosmetic damage to the Registered Device including but not limited to scratches,
dents and broken plastic on ports
- Loss or damage covered by supplier, dealer or Manufacturer’s Warranty
- Any loss affecting to SIM card and any ancillary products even if Registered Device
results into complete stoppage of working
- Registered Device with a serial number that has been altered, defaced or removed, or
has been modified to alter its functionality or capability without the written
permission of vivo
- Registered Device that has been stolen
- Defects caused by normal wear and tear or otherwise due to normal aging of the
product
- Issues that could be resolved by upgrading software to the then current version
- Your use of a computer or operating system that is unrelated to consumer software or
connectivity issues with the
Registered Device
- Damage to, or loss of any software or data residing or recorded on the Registered
Device
- Recovery and reinstallation of software programs and user data
- Any loss or damage to accessories and panels even if forming part of the standard
pack or to any complimentary or ancillary product/s made available under any
promotional scheme
- Damaged device where the IMEI/Serial no. cannot be identified by vivo Authorised
service centres.
Special Exclusions
Garantie and vivo shall not be liable in respect of loss or damage to Registered Device
relating to or caused due to the following:
- Loss or damage due to mechanical or electrical break down or derangement, unless
such loss is accidental damage and which is not covered within the
Manufacturer’s Warranty
- Penalties for delay or detention or in connection with guarantees of performance or
efficiency
- Loss due to the Registered Device which gradually develops flaws, defects, cracks or
partial fractures in any part not necessitating immediate stoppage, although at some
future time repair or renewal of the parts affected may be necessary
- Loss due to deterioration or wearing away or wearing out of any part of the
Registered Device that is caused due to or naturally resulting from its normal use
or exposure
- Garantie and vivo shall not be liable if:
- the user is found to be involved in any way in fraudulent or illegal activity of
any kind whatsoever related to this Plan or Registered Device and/or
- the Plan is purchased for the Registered Device after the eligible period
mentioned in point 3.1
- if the mandatory registration of the Registered Device is not completed by
registering on the vivo V-shield app and completing the initial registration
obligations within 7 (seven) calendar days of purchase of the Plan
- Due to the inability of the Customer to submit either of the processing
documents or supporting documents required for processing the request
- In any action, suit or other proceeding where the Garantie or underwriting
partner(s) alleges that by reason of the provisions of the exceptions or exclusions
above, any loss, destruction or damage is not included under this Plan, the burden
of proving that such loss, destruction or damage is included, shall be upon the
Customer
Plan Activation Process
Instant activation: You do not need to activate the Plan. Your Device is automatically
covered under the Plan from the Plan purchase date.
In the event of damage to the Registered Device, you (Device) are required to:
- Immediately (Not later than 72 Hours from the time of the damage) inform
Garantie through the vivo customer web app or https://vivo.garantie.in/login
Submit all request related documents including but not limited to the purchase
invoice of the Registered Device and any other document as mentioned in the
vivo customer web app at the time of raising the Damage Repair Service Request
- Do note that the Accident Damage & Liquid Damage Protection Plan is available
only if the customer has purchased the plan within the eligible window from Device
purchase.
- Please note, you will not handover the Registered Device for repairs at any service
center, including at any vivo Authorised Service Centre (ASC) until confirmed by
Garantie. It is expressly stated that Garantie will not be held responsible for
fulfilling any such requests where the Registered Device is handed over to a service
center by you before the approval from Garantie; any liabilities arising out of such
requests before the in-principle approval of the Damage Repair Service Request from
Garantie will be solely handled by you (Customer) at your (Customer’s) own
expense
- You may visit the nearest vivo Authorized Service Centre as indicated in the vivo
customer web app once the approval is provided. You are required to wait until
Garantie confirms in writing via an email or on a voice call on your registered
number or provides an update on the App or on its Consumer Web Portal about the
status of the and the next steps expected. Service will be performed at the vivo
Authorized Service Centers after verification of the entitlement and validity of the
Plan. Once you are notified & that the service is complete, you will promptly be
notified via the vivo customer web app.
- Garantie and vivo reserves the right to change the method by which they may provide
repair service to you, and your Registered Device’s eligibility to receive a
particular method of service under this Plan. Service options, parts availability
and response times may vary according to the city you live in.
Your Responsibilities
To receive service or support under the Plan, you agree to comply with the following:
- Provide information about the reasons and causes of the damage to the Registered
Device
- Provide identity proof if requested by Garantie(at the time of raising a
‘Damage Repair Request’) to verify the User of the Device, on which Plan
is activated
- Respond to requests for information, including but not limited to the Registered
Device serial number, model, version of the operating system and software installed,
any peripherals Devices connected or installed on the Registered Device, any error
messages displayed, actions taken before the Registered Device experienced the
damage and steps taken to avoid the damage
- Follow instructions Garantie gives you, including but not limited to refraining from
sending Registered Device that is not subject to damage protection as per the Plan
and packing the Registered Device in accordance with shipping instructions as per
the Plan
- Make sure to backup software and data residing on the Registered Device. DURING THE
FULFILLMENT OF DAMAGE REPAIR SERVICE, GARANTIE OR THE ASC MAY DELETE THE CONTENTS OF
THE REGISTERED DEVICE AND REFORMAT THE STORAGE MEDIA IF NECESSARY.
Garantie, or ASC may return your Registered Device after the service event subject
to applicable updates. Garantie or the ASC may install latest software updates as
part of hardware service that will prevent the Registered Device from reverting to
an earlier version of the Operating System. Third party applications installed on
the Registered Device may not be compatible or work with the Registered Device as a
result of the Operating System update. You will be responsible for reinstalling all
other software programs, data and passwords.
Depreciation Matrix
The standard depreciation matrix applicable for registered device under this Plan is as
below:
Age of the Registered Device
|
Depreciation Applicable
|
Up to 90 days from the date of purchase of the Registered Device
|
20% of the Invoice Value
|
Between 91 days to 180 days from date of purchase of the Registered
Device
|
30% of the Invoice Value
|
Between 181 days to 365 days from date of purchase of the Registered
Device
|
50% of the Invoice Value
|
Cancellation and Refund
- You can cancel the Plan within 15 (Fifteen) calendar days after purchasing it. If
the Plan is purchased from an online channel, the refund request has to be given
accordingly to the respective online channel as per their return/refund policies. If
the Plan is purchased via other authorised offline channels, you may write to [email protected]with your purchase
proof, along with the IMEI detail of the Registered Device as received from the
reseller the with the request for cancellation.
- If cancellation is done within 15 (Fifteen) days from plan purchase date, then the
Device would be eligible for 100% refund of the Plan Fee, generally paid back to you
within 7 business days of receipt of accepted cancellation request
- If the cancellation request is received after the expiry of 15 (Fifteen) days from
the date of purchase of the plan, there will be no refund under this Plan
- Additionally, once a Damage Repair Request has been raised under the Plan, the Plan
cannot be cancelled, and no refund is available irrespective of the decision on the
Repair Request
- Garantie may cancel this Plan if service parts for the Registered Device become
unavailable, upon thirty (30) days’ prior written notice or through a
notification within the V-Shield customer web app and by offering the refund for the
balance period on an applicable pro-rata basis, subject to no Repair Request made by
you prior to the date of cancellation or services availed by you from Garantie. In
such a scenario, the benefits of this Plan for future date stands cancelled and you
will be offered alternate options, commercially reasonable as determined solely by
Garantie
Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, vivo, GARANTIE AND ITS EMPLOYEES AND
AGENTS WILL UNDER NO CIRCUMSTANCES BE LIABLE TO YOU OR ANY SUBSEQUENT OWNER FOR ANY
INDIRECT OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO COSTS OF RECOVERING,
REPROGRAMMING, OR REPRODUCING ANY PROGRAM OR DATA OR THE FAILURE TO MAINTAIN THE
CONFIDENTIALITY OF DATA, ANY LOSS OF BUSINESS, PROFITS, REVENUE OR ANTICIPATED SAVINGS,
RESULTING FROM GARANTIE’S OBLIGATIONS UNDER THIS PLAN. TO THE MAXIMUM EXTENT
PERMITTED BY APPLICABLE LAW, THE LIMIT OF vivo, GARANTIE AND ITS EMPLOYEES AND
AGENT’S LIABILITY TO YOU AND ANY SUBSEQUENT OWNER ARISING UNDER THE PLAN SHALL NOT
EXCEED THE CURRENT MARKET VALUE OF THE REGISTERED DEVICE. GARANTIE SPECIFICALLY DOES NOT
WARRANT THAT (i) IT WILL BE ABLE TO REPAIR OR REPLACE REGISTERED DEVICE WITHOUT RISK TO
OR LOSS OF PROGRAMS OR DATA, (ii) IT WILL MAINTAIN THE CONFIDENTIALITY OF DATA, OR (iii)
THAT THE OPERATION OF THE PRODUCT WILL BE UNINTERRUPTED OR ERROR- FREE. NOTHING IN THIS
AGREEMENT SHALL EXCLUDE OR LIMIT GARANTIE’S LIABILITY FOR (I) DEATH OR PERSONAL
INJURY CAUSED BY ITS NEGLIGENCE, OR (II) FRAUD. TO THE EXTENT THAT LIABILITY UNDER SUCH
LAWS AND REGULATIONS MAY BE LIMITED, GARANTIE’S LIABILITY IS LIMITED, AT ITS SOLE
OPTION, TO REPLACE OR REPAIR OF THE REGISTERED DEVICE OR SUPPLY OF THE SERVICE
Transfer of Plan
- The transfer of ownership of the Plan for the Registered Device from the Device
to another party will render the Plan & its benefits null and void
- If the Registered Device is replaced under Manufacturer’s Warranty during
the Plan Term, then the replacement Device will be termed as Registered Device,
with the applicable Plan benefits for the remaining period of the Plan Term.
General Terms
- Garantie may subcontract or assign performance of its obligations to third
parties but shall not be relieved of its obligations to you in doing so
- Garantie is not responsible for any failures or delays in performing under
the Plan that are due to events outside its reasonable control
- You are not required to perform preventative maintenance on the Registered
Device to receive service under the Plan.
- This Plan is offered and valid only if you are making a purchase in India
and using in India
- This Plan is not offered to persons who have not reached the age of
majority. This Plan may not be available in all states, and is not available
where prohibited by law
- In carrying out its obligations Garantie may, at their discretion and solely
for the purposes of monitoring the quality of their response, record part or
all of the calls between you and them
- Garantie have security measures, which should protect your data against
unauthorized access or disclosure as well as unlawful destruction. You will
be responsible for the instructions you give to Garantie regarding the
processing of data, and Garantie will seek to comply with those instructions
as reasonably necessary for the performance of the service and support
obligations under the Plan. If you do not agree with the above or if you
have questions regarding how your data may be impacted by being processed in
this way, contact or service at the Support mediums provided such as [email protected]
- The terms of the Plan, including the original sales receipt of the
Registered Device and the Plan Confirmation, prevail over any conflicting,
additional, or other terms of any purchase order or other document, and
constitute your and Garantie’s entire understanding with respect to
the Plan
- Garantie is not obligated to renew this Plan. If either Garantie does offer
a renewal, they will determine the price and terms
- There is no informal dispute settlement process available under this Plan
- In the event any section or portion of a section of these terms and
conditions are deemed invalid, void or unenforceable, that section or
portion of a section shall be severed from these terms and conditions, and
the remaining terms and conditions shall continue in full force and effect
- These terms and conditions shall be governed by and constructed under the
laws of India
- These terms and conditions do not affect your statutory rights as a consumer
Support Contact Details
Garantie Customer Service Number: 8800502077(Mon-Sun, 9am-9pm)
Garantie Customer Service Email ID: [email protected]