The Plan
This extended service (warranty) program governs the support process for
mechanical and electrical breakdown/ defects to the extent provided by the
Manufacturer’s Warranty for Electrical / Electronic / Mechanical Products
for vivo Smartphones
(“Device”) sold 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 unboxed condition
Plan Term
Benefits under the Plan begins from the next day after the expiry of the
Manufacturer’s Warranty on the Device and ends on completion of 12 months
from the Plan start date (“Plan Term”)
Plan Eligibility
- The registration and Plan Activation has to be completed with purchase of
device.
- The terms of this Plan, the original sales receipt for your Plan, the proof
of your
identity, the indemnification you provide about the working condition of the
Device before the purchase of the Plan and the Plan Confirmation are each
part
of your Plan.
- Benefits under the extended warranty plan is an extension of the benefits
provided by the Manufacturer’s Warranty
- Unlimited number of Repair Requests up-to the available Benefits Value at
the time of Repair Requests is allowed during the term of the Plan. All
subsequent Repair Requests shall be considered for paid repair only
Plan Details
- “Registered”Device The device that has been
successfully registered under the Plan with the original purchase of the
Device 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, parents and siblings or the recipient of the Registered Device
as a gift can also be the user subject to the fulfilment of the
conditions mentioned in the terms and conditions here. If the purchaser
is a company, Customer shall mean any representative/employee of the
company authorised to use the Registered Device.
- Plan Types
- The Plan Fee is the amount paid by the Customer before the Plan is
activated and registered by the Customer or any other user as
defined in Point 4.2 above.
- The Plan Fee has to be paid in full and in advance by the Customer
before the activation of the Plan on the V-Shield app.
- The Plan becomes valid only upon payment of the necessary Plan Fee
mentioned hereunder.
- Garantie and vivo reserves the right to revise the Plan Fee at any
time during the term of the Plan. However, any Customer who has paid
the necessary Plan Fee and activated the Plan before such revision
shall not be impacted by the revision in the Plan Fee.
- Benefits Value
Maximum Benefits Value is equivalent to the original invoice value of the
Registered Device. The Benefits Value at any given point of time will be
calculated by subtracting the repair costs of all the subsequent repair
service requests, if any, from the Invoice Value of the Registered Device.
Unlimited number of Repair Requests up-to the Benefits Value or one instance
of replacement of your Registered Device can be availed under the Plan.
- 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 Repair Request Process & that the
Customer has 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
Any mechanical or, electrical breakdown/defects to the registered device to the
extent provided by the Manufacturer’s Warranty including the cost of parts
and labour for the products manufactured in India or is legally imported in
India & sold through official sales channels of vivo and supported by an
invoice & Manufacturer’s Warranty/Guarantee
Exclusions
- If the Plan was not purchased within 270 days of Device purchase
- Plan purchased and activated on a defective Device
- Costs implicitly or explicitly covered by any manufacturer’s,
supplier’s or repairer’s guarantee or warranty
- Non-operating and cosmetic defect to the Registered Device such as
defect to paintwork, product finish, dents or scratches
- Any accidental or liquid or physical damages to the Registered Device
- Accessories or consumable item used in or with the Registered Device
unless covered under a separable warranty policy
- Normal wear and tear of items not integral to the functioning of the
Registered Device
- Benefits under the Plan will not under any circumstances, extend to any
loss or injury to a person or loss or defect to property or any
incidental, contingent, special or any direct or indirect loss and
consequential defects including but not limiting to losses incurred due
to any delay in rendering service related to this Plan and loss of use
during the period that the Registered Device is at an authorized service
center and/or while awaiting parts
- Defect caused by unauthorized repair, theft, burglary and accident
including earthquake, storm and or hurricane, abuse, misuse, sand, dust,
water, negligence, fire, flood, lightning, malicious defect, impact,
corrosion, battery leakage, acts of God, animal or insect infestation or
intrusion
- Defect resulting from power outage, power surges or dips, fluctuating
voltage, inadequate or improper voltage or current
- Reception or transmission problems resulting from external causes
- Problems or defects not covered under the original Manufacturers’
Warranty/Guarantee
- Batteries, internal or external to the Registered Device
- Breakdowns caused by computer virus or realignments to the Registered
Device
- Recalls or modifications to the Registered Device
- Failure to follow the manufacturer’s instructions or the
instructions from Garantie during the term of the Plan
- Costs arising from incorrect installation, modification or maintenance,
or being unable to use the Registered Device
- Costs if no fault is found with the Registered Device
- Defect/failure caused before or during the delivery of Registered Device
from the reseller
- Use of batteries, charger and/or accessories not approved by the
manufacturer, incorrect electrical leads or connection
- The cost of repairing, restoring or reconfiguring software
- Any consequential or incidental defects arising from the use or loss of
use of the Registered Device
- If the Registered Device is sold by registered customer to other party
- If the Registered Device is moved out of India, or used outside of
India, it will not be covered under this Plan
- The Registered Device is not used in accordance with the
manufacturer’s guidelines for usage of the Registered Device
including but not limited to regular maintenance & up keep of the
Registered Device
- Damaged device where the IMEI/Serial no. cannot be identified. Please
note that the IMEI mentioned on the SIM tray will not be considered as
an identification of the device IMEI.
- In the event of device being found in burnt condition under any
circumstances physical or malfunction issue.
- Cost of any missing parts or unidentifiable damaged parts
Special Exclusions
Garantie and vivo shall not be liable in respect of loss or defect to Registered Device
relating to or caused due to the following:
- Loss or defect due to any experiments or tests and/or alterations resulting to
any abnormal conditions of the Registered Device
- Loss or defect due to mechanical or electrical break down or derangement, unless
such loss is not accidental defect and which is covered within the
Manufacturer’s Warranty during the Plan Term of 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 Customer or 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 not purchased for the Registered Device along with
purchase of the Registered Device.
- Due to the inability of the Customer to submit any of the repair request
processing and Device purchase documents required by Garantie or its
partners for processing the eligible repair request
- The Plan shall also not cover a loss:
- Repair Request amount has exhausted the Benefits Value of the Registered
Device
- In any action, suit or other proceeding where Garantie or its underwriting
partner(s), alleges that by reason of the provisions of the exceptions or
exclusions above, any loss, destruction, defect or liability is not covered
by this Plan, the burden of proving that such loss, destruction, defect or
liability is covered 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
Service Request Process
-
In the event of defect to the Registered Device, you (Customer) are required to
immediately (not later than 72 Hours from the time of the defect) inform
Garantie through the V-Shield Customer Web App (https://vivo.garantie.tech) detailing
the defect, and any documentary evidence of the defect.
-
Please note, you (Customer) will not handover the Registered Device for repairs
at any service center, including at any vivo Authorised Service Centre until
confirmed by Garantie. It is expressly stated that Garantie or vivo will not be
held responsible for fulfilling any such requests where the Registered Device is
handed over to a service center by you (Customer) before the approval from
Garantie; any liabilities arising out of such actions before the in-principal
approval of the request from Garantie will be solely handled by you at your own
expense
Service Fulfilment Process
-
You may visit the nearest vivo authorized service center as indicated in the
vivo service claim 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 mobile number or provides an update on its customer web
app about the status of the repair request and the next steps expected.
Service will be performed at the vivo authorised service center 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 Customer web app.
-
If the registered device is replaced or in case of BER, the required amount
is refunded or replacement product will be provided under this plan. Any
such replacement will immediately terminate this plan and neither Garantie
nor vivo shall have any further obligations for the remainder of the term of
this plan. Due to technological advances, the replacement product may be of
lower retail value than that of the original product.
-
Garantie/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 a copy of your Registered Device’s original proof of purchase, if
requested
- Provide information about the reasons and causes of the defect to the Registered
Device
- Provide identity proof if requested to verify Customer or User of the Device on
which Plan is activated
- Respond to requests for information, including but not limited to the serial number
of the Registered Device, 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 defect and steps taken to avoid the defect
- Follow instructions Garantie or ASCs or vivo gives you, including but not limited to
refraining from sending Registered Device that is not subject to service as per the
Plan and packing the Registered Device in accordance with shipping instructions
- Make sure to backup software and data residing on the Registered Device. DURING THE
FULFILLMENT OF SERVICE GARANTIE OR THE ASP MAY DELETE THE CONTENTS OF THE COVERED
DEVICE AND REFORMAT THE STORAGE MEDIA IF NECESSARY. Garantie, or ASPs may return
your Registered Device after the service event or provide a replacement unit as the
Registered Device was originally configured, subject to applicable updates. Garantie
or the ASPs may install latest software updates as part of hardware service that may
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
- Fill and submit the requested forms and the declaration as required for submitting a
valid a repair request
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. If the Plan is purchased via other
authorised offline channels, you may write to [email protected] with your purchase
proof, along with the IMEI details 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
Customer 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 Repair Request has been raised, 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 requests made
by you prior to the date of cancellation. 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
Transfer of Plan
- The transfer of ownership of the Plan for the Registered Device from the Customer 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.
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 DEFECTS OR 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.
General Terms and Data Privacy
- 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 construed 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]