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Terms & Conditions

Home Serve (HS)

1. DEFINITIONS
   • 1. “Device” : shall mean the item/appliance/equipment of the Customer for which he is purchasing the Service Plan
   • 2. “Product” : shall mean the Service Plans offered by XtraCover from time to time
   • 3. “Plan(s)”: shall mean either or all of the products/ services package offered by XtraCover from time to time
   • 4. “Plan Fee” shall mean the fees charged by XtraCover from time to time for the Plan(s) availed by the Customer and set out in the respective Plan Terms. The Plan Fee is applicable for the respective duration of the plan as mentioned below. The Plan Fee is inclusive of all applicable taxes.
   • 5. “Plan Terms” shall mean the terms and conditions separately provided with the Terms herein which shall be specifically applicable in relation to each Plan(s).
   • 6. “Plan Eligibility” This Plan can be purchased online from XtraCover Portal, and subject to the Device being in its perfect working condition
   • 7. “Free Look-In Period” shall mean the number of days from the date of purchase of the Plan(s) within which the Customer may cancel the Plan(s) and obtain a refund of the Plan Fee.
   • 8. “Service Partner” means any third-party service provider affiliated with XtraCover.
   • 9. “Personal Information/Data” shall mean and include such personal and financial information of the Customer relating to his/her data or documents, in any medium including financial information such as bank account or credit card or debit card or other payment instrument details, identification document details including passport, PAN card details, driving license, etc.
   • 10. “Service Center” means the Authorized Service Center of XtraCover used for carrying out Damage device Repair/Replacement.

2. PURPOSE
   • 1. These terms and conditions (“Terms”) shall govern the transaction between Aforeserve Technologies Pvt. Ltd (“XtraCover”) and the party whose name appears on the Order (“Customer”) in relation to the Plan(s) provided by XtraCover.
   • 2. These general terms and conditions define the framework and the respective obligations of the parties.
   • 3. Customer acknowledges the receipt of the Terms and the Plan Terms, as applicable and agrees to be fully bound by the Terms and the relevant Plan Terms. In the event, the Customer activates the Plan by sharing device details or avails of any benefit under any of the Plan Terms or lodges a claim within the term of the Contract, the Customer shall deem to have accepted the Terms unconditionally.

3. CUSTOMER CONSENTS AND CONFIRMATIONS
   • 1. Further, the Customer hereby consents to the use of the Personal Information by XtraCover for the purposes of providing the various services under the Plan(s) offered by XtraCover. XtraCover respects the privacy of the Customer and the confidentiality of Customer’s Personal Information so collected by XtraCover by itself or on its behalf and shall take all reasonable steps to protect it and maintain its confidentiality.
   • 2. The Customer expressly and without limitation, consents to XtraCover or its service partners recording phone calls between the Customer and XtraCover on the helpline numbers set out in the relevant Plan Terms in order for XtraCover to inter alia (i) provide a record of the instructions received from the Customer and to share the same with the Service Partners, if required, (ii) allow itself or its service partners to monitor quality standards, (iii) training purposes, and (iv) meet legal and regulatory requirements.
   • 3. The Customer acknowledges that XtraCover has the sole right to vary the features/benefits under the Plan(s) or the Plans or the amount or rate of the Plan Fee or part thereof, from time to time.
   • 4. The Customer hereby provides his/her consent to XtraCover for appointing agents to collect amount payable to XtraCover, as may be considered necessary at the sole discretion of XtraCover.
   • 5. The Customer acknowledges that XtraCover may engage third parties including Service Partners for the fulfilment of the services and the Customer hereby consents to XtraCover disclosing, to the extent relevant, the Customer’s Personal Information and/or details of Plan(s) availed by the Customer to inter alia (a) our affiliates Service Partners (b) to our suppliers, vendors, for the purposes of servicing the Customer.
   • 6. The Customer hereby consents to XtraCover identifying any service providers and/or products that may be of some interest to the Customer.
   • 7. The Customer hereby consents to receiving period SMS / email communication from XtraCover of information pertaining to its product features / services.

4. FEES&CHARGES
   • 1. XtraCover shall charge the Plan Fee from the Customer for availing of the Plan(s) from time to time and for the duration of the respective Plan. The Plan Fee shall be payable in advance including applicable taxes and levies.
   • 2. The Plan Fee(s) for the respective Plan(s) shall be as more particularly set out in the Plan Terms.
   • 3. Activation of XtraCover Plan(s) is subject to realization/receipt of the Plan Fee and receipt of documents and device related information as specified in the activation form on www.xtracover.com
   • 4. The period of coverage is for one year, as a standard, from the date of the successful QC (Quality Check) performed by XtraCover and signed-off by the customer. Customer is advised to complete the Registration of the HS Plan on XtraCover website so that Plan is activated.
   • 5. Customer shall make payment of all charges in advance at the time of subscribing for the Services
   • 6. For Services to be provided by XtraCover for repair/replacement necessitated by non-covered breakdowns. Customer shall forthwith make payments towards cash receipt or invoice raised by XtraCover or its Authorized representative
   • 7. Charges payable by the Customer are exclusive of taxes, duties or levies unless expressly stated to the contrary
   • 8. Charges payable for accessories used for Re-installation, if not provided by customer will have to be borne by the customer

5. SERVICING OF CLAIMS
   • 1. The Customer acknowledges and understands that service or payment of any benefit under the Plan shall be at the sole discretion of XtraCover.
   • 2. Any service request made by the Customer under these Terms and Plan Terms shall be subject to the following:
     1. The Customer having met and complied with the Terms and the Plan Terms (as applicable). This also applies to terms and conditions set out herein and any others which may be added to the Terms and/or the Plan Terms and communicated to the Customer at a later date
     2. When Customer is raising a Service Request to XtraCover, the customer would be asked to activate the HS Plan by completing the registration thru XtraCover Website, if the HS Plan has not been activated by Customer already

• The Customer having provided XtraCover with full and accurate information in connection with the services plan, as applicable

1. The Customer having acted in a bona fide manner to make a service request
2. The Customer having complied with the requirements of the service plan for the purposes of processing the service request
3. Service request form duly filled and submitted by the Customer

• Invoice copy
• Govt. issued ID proof

1. Any other document or evidence as may be required by XtraCover

• 3. Notwithstanding anything contained hereinabove, XtraCover shall not be obliged to entertain any service request from the Customer unless (i) the Customer is over the age of 18 years at the time of Plan activation and a resident of India, and (ii) the Plan Fee up to the date of service has been paid.

6. CANCELLATIONS/ RENEWAL/TERMINATION
   • 1. XtraCover will cancel the Terms and/or the Plan Terms if XtraCover does not receive the Plan Fee (all inclusive) on the date it is due.
   • 2. XtraCover will cancel the Terms and/or the Plan Terms if the Customer has at any time:
     1. Agreed to help any third party to try to fraudulently or dishonestly obtain money from XtraCover or
     2. Is in violation of applicable law as may be relevant to the use of the Plan(s); or

• Failed to meet the Terms and/or the Plan Terms, or to act in good faith, openly, honestly and in a bonafide manner towards XtraCover including by providing false or inaccurate information; or

1. The device/devices fail the Inspection performed by XtraCover designated personnel or
2. Customer fails to return to XtraCover or its authorized Service Partner(s) any goods/devices temporarily lent to him/her or money advanced on an emergency basis to him/her which are to be returned/reimbursed/paid as per the terms of the Plan to XtraCover or to its authorized Service Partner.

• 3. There is no free look-in period for HS. However, customer may choose to cancel the Plan before the visit by XtraCover engineer for QC of the Device for which HS Plan is purchased by the customer. If notice of termination is provided by the Customer before the visit for QC, a full refund is available. However, once the QC visit is made by XtraCover and QC is successful, or if the Customer has lodged a service request or availed of any benefit under any of the Plan Terms any time during the term of the plan, no refund will be available.
• 4. In addition to the typical termination that exists in XtraCover HS T&C, the Plan will be terminated in the following scenarios:
  1. At the closing hours of the coverage end date…
  2. We replace your product or offer you a monetary settlement in lieu of the same…

whichever happens earlier

7. CONFIDENTIALITY
   • 1. XtraCover shall make reasonable efforts to ensure that the Personal Information of the Customer is kept confidential and not disclosed to any third party except to the extent required for fulfilment of services.

8. REPRESENTATIONS AND WARRANTIES
   • 1. The Customer represents that he/she is completed the age of 18 years and is a resident of India.
   • 2. The Customer is in compliance with the applicable law as may be relevant for the Plan (s) which is availed of by the Customer.
   • 3. The Personal Information provided by the Customer for the purposes of availing of the Plan(s) is and shall be true and accurate.

9. OBLIGATIONS AND COVENANTS OF THE CUSTOMER
   • 1. If the Customer receives a benefit as contemplated under any specific Plan Terms and it is later discovered that the service request was dishonest, fraudulent or false, XtraCover will take steps to recover from the Customer, such payment(s) made to the Customer, either by XtraCover or a third party, as the case may be.
   • 2. The Customer undertakes that he/she shall strictly comply with the terms of usage contained in the Plan Terms in relation to the use of the Plan(s).
   • 3. The Customer undertakes and covenants that he/she shall not make use of the Plan(s) to or in the course of usage of the Plan(s),upload, display, publish, update, disseminate or transmit content or information that:
     1. Belongs to another person and to which the user does not have any right to or which is confidential;
     2. Is an impersonation of another person, grossly harmful, harassing, blasphemous defamatory, obscene, pornographic, pedophilic, libelous, invasive of another's privacy, hateful, or racially, ethnically objectionable, disparaging, relating or encouraging money laundering or gambling, or otherwise unlawful in any manner whatever;

• Harms minors in any way;

1. Infringes any patent, trademark, copyright or other proprietary rights;
2. Deceives or misleads the addressee about the origin of such messages or communicates any information which is grossly offensive or menacing in nature;
3. Contains software viruses or any other computer code, files or programs designed to interrupt, destroy or limit the functionality of any computer resource; or

• Threatens the unity, integrity, defense, security or sovereignty of India or seditious, friendly relations with foreign states, or public order or causes incitement to the commission of any cognizable offence or prevents investigation of any offence or is insulting to any other nation or violates any other provision of law.

10. LIMITATION OF LIABILITY
    • 1. XtraCover shall not be liable to the customer for any damages resulting from or related to any services performed by XtraCover hereunder, including, but not limited to, any loss of data or software, inability of XtraCover to correct any errors, malfunctions and defects in the product/equipment/hardware/software delay of XtraCover in performing any services hereunder.
    • 2. In no event, shall XtraCover be liable to the customer for any indirect, special, or consequential damages or lost profits arising out of or related to services provided by the XtraCover under this contract, even if XtraCover has been advised of the possibility thereof, or knew or should have known thereof.
    • 3. The maximum liability of XtraCover for each incidence shall not exceed the Plan Fee

11. INDEMNITY
    • 1. The Customer hereby agrees to defend, indemnify and hold XtraCover and its officers, directors, employees and subcontractors harmless from any and all losses, damages, liabilities, verdicts, settlements, judgments, costs, and expenses (including reasonable attorneys' fees) incurred by XtraCover or its officers or employees arising out of:
      1. Any wrongful act or omission of the Customer in relation to the usage of the Plan(s);
      2. Any willful misconduct, gross negligence or fraud by the Customer;

• Any failure of the Customer to comply with the applicable law;

1. Any breach of the representations, warranties, obligations and covenants of the Customer or a default of the Customer’s obligations; and
2. Any third party claims arising out of the Customer’s use of the Plan(s).

• 2. This indemnity will survive the termination of the Terms and/or the Plan Terms and is in addition to and not in substitution of the other remedies and rights that XtraCover may have, either at law in the Terms and/or the Plan Terms

12. NOTICES

Any notice required under the Terms and/or the relevant Plan Terms must be in writing and must be either (a) delivered in person, (b) sent by registered mail, or air mail, as appropriate, or (c) sent by overnight courier, in each case properly posted and fully prepaid to the appropriate address set forth herein. Aforeserve Technologies Pvt. Ltd at A-1, 3^rd Floor, Block A, Okhla Industrial Area, Phase 2, New Delhi - 110020, India

13. MISCELLLANEOUS
    • 1. The Terms will enure to the benefit of the legal successors of XtraCover. Other than as stated above, no assignment of the Terms is possible.
    • 2. XtraCover will not incur any liability to the other party on account of any loss or damage resulting from any delay or failure to perform all or any part of these Terms if such delay or failure is caused, in whole or in part, by events, occurrences, or causes beyond the control and without negligence of the parties. Such events, occurrences, or causes will include, without limitation, acts of God, riots, acts of war, natural disaster, fire and explosions, or any other events reasonably beyond the control of either party.
    • 3. XtraCover reserves the right to amend the Terms and/or the Plan Terms and/or the features or pricing of the Plans. Upon such amendment such terms will become applicable immediately.
    • 4. The Terms along with the relevant Plan Terms constitutes the entire agreement between the parties with respect and in relation to the Plan (including any modification or amendment thereto) subscribed or availed of by the Customer and supersedes all previous communications, representations, understandings and agreements, either oral or written.
    • 5. The Agreement shall be governed by the laws of the Republic of India.
    • 6. All disputes arising in connection with the Terms and/or the respective Plan Term(s) shall be finally settled by arbitration pursuant to the rules of the Arbitration and Conciliation Act, 1996, by one arbitrator appointed in accordance with the said Rules. The seat of arbitration shall be Delhi. The language of the arbitration proceedings shall be English. The decision of the arbitrator shall be final and binding on the parties.

14. SERVICE DESCRIPTION
    • 1. Definitions
      1. The definitions as set out herein are in addition to the definitions as set out in the General Terms
      2. “Device” shall mean the item/appliance/equipment of the Customer for which he is purchasing the Service Plan. The Customer can only avail of the HSPlan in relation to Devicesviz.Home Appliances, Laptop, Mobile Phone, Desktop, AIO etc. -i.e., Plan for MultipleDevice

• “SIM Card” shall mean the Subscriber Identification Module card of the Customer which is used by the Customer in his/her Mobile Phone or Tablet

1. “SMS” shall mean short message service
2. “Telecom Service Provider” shall mean the telecom service provider who provides the Customer with the SIM Card and Mobile Phone connection
3. “Beneficiary” shall mean the buyer of the XtraCover Protection Service Plan, who has opted for the Service under this Plan and has got the same activated, as per the terms and conditions of this Plan, with the details which are intimated to Customer under the Declaration. It is agreed that the Device should be in the name of Customer. Where the Customer is a corporate entity, beneficiary shall mean any representative / employee of the entity authorized to use the Device. It is also agreed that the Covered Device can be used by the Customer or immediate family members restricted to parents, spouse and children only or where such customer is a corporate entity, Beneficiary shall mean any representative/employee of the customer who is authorized by the customer to use the Covered Device

• “Official Channel” shall mean Manufacturer, Manufacturer Subsidiary Company, XtraCover Authorized Retailer/Dealer/Distributor, Authorized Service Partners, Online Retail channel and XtraCover official website & apps
• “Normal Operating Condition” shall meanability of the Device to perform its specified function subject to the acceptable level of change in performance due to ageing or climatic conditions. The acceptable level of change for this purpose will be as per the respective Manufacturer’s specifications

1. “Normal Use” shall meanuse of the Device in accordance with the Manufacturer’s guidelines for Device usages including but not limited to regular maintenance and upkeep of the Device , usage of specified protection device such as voltage stabilizer
2. “Mechanical/Electrical Breakdown”shall mean defect, the breaking or burning out (electrical) of any defined parts of the covered Device arising from mechanical or electrical defect causing sudden stoppage of their functions, necessitating visit, repair or replacement
3. “Covered Breakdown” shall meanbreakdown covered during the manufacturer’s warranty/Guarantee period. The covered breakdown will vary for each Device in accordance with the manufacturer’s warranty/guarantee for the said period

• “Onsite Repairs”shall mean the repair engineer will visit the premises where the Device has been installed to provide the repair services
• We, Us, Our: The issuer of HS Plan i.e. XtraCover
• You, Your: The person to whom we are issuing HS Plan

• 2. Coverage:
  1. Only those Devices & brands for which Inspection has been done successfully and signed by the customer. Device should be less than equal to 4 (Four) years old at the time the HS Plan is purchased. The HS Plan is valid for a period of one year from the date of the Inspection done successfully i.e., the Plan gets activated on the date the Inspection is done successfully.HS Plan replicates the manufacturer’s warranty against any malfunctions or breakdown for the duration of the Plan. In consideration of the Plan fee paid by you, we will provide the cost of repair for the covered breakdown of your Device, during the period of HS Plan, subject to the terms and conditions, exceptions and limitations contained herein or endorsed hereupon in future. We will organize for the repairs to normal operating condition or replace at our discretion with an equivalent Device or provide a settlement by way of monetary settlement at our sole discretion, after it has suffered a covered break down during normal use
  2. This contract covers the cost of parts and labor for the Device on an onsite service basis. Cost of transportation is covered, if required, for transporting the unit to the service center and back for repairs which are not technically advisable to be performed at your premises

• 3. Conditions of Cover:
  1. You must be at least 18 years old on the date of purchase of HS Plan
  2. HS Plan is limited to Devices that are fully functional andless than equal to4 (Four) years old i.e., the Device should not be older than 4 years, as per the invoice date of the original purchase. In case the original Purchase invoice is not available with the customer, XtraCover will go by the declaration of the customer about the same when customer is purchasing the HS Plan on XtraCover portal. The acceptance of the HS Plan by XtraCover is subject to the successful QC check of the Device as per the checklist defined by XtraCover. The Inspection may be done onsite or thru Pickup-and-Drop service model. If the Inspection is not successful due to any functional defects or any other reason, the HS Plan gets cancelled automatically and the Plan Fees is completely refunded to the customer

• If Inspection is not successful due to any functional defect, XtraCover may offer repair of the Device on one-time chargeable basis. If customer accepts the offer of one-time repair and pays for the same in advance, XtraCover would carry out the repairs and then activate the HS Plan. If customer does not accept the offer of one-time repair, XtraCover would cancel the HS Plan purchased by the customer and refund the complete HS Plan fee to the customer

1. XtraCover or its authorized service providers shall provide Services only during normal working hours on regular working days of XtraCover and/or its authorized service providers
2. Normal working hours would be 9:00 am to 6:00 pm on all days excluding public holidays
3. The HS Plan becomes void if the tamper-proof seals on the Device are found broken or tampered with, when the Device is attended to by XtraCover engineer

• HS Plan covers the cost of parts and labor charges for at-home service within the city/municipal limits of the XtraCover Service Centers. XtraCover will transport the Device to service center for performing repairs, if required and if the Device location is within its serviceable area
• Providing service at locations which are not in the serviceable limit of XtraCover: XtraCover reserves the right to provide adequate solution by either refund of the plan fee or advice customer to get it repaired through an authorized brand service center and then claim reimbursement subject to satisfactory verification of documents/proofs as demanded by XtraCover.

1. In all such cases, the customer should present a repair estimate from the authorized brand service center and proceed with repairs only when explicit approval is given by us. Our liability in all such cases will be towards the covered damages only
2. All the documents should reach XtraCover within 30 days of your first intimating the service request to us.
3. In case the defective unit needs to be transported to service center and it is outside the serviceable limit of XtraCover, Customer shall arrange for the same and XtraCover will reimburse the amount upon producing valid invoice towards the same. Customer shall take full responsibility of the Device during transportation and indemnify XtraCover of any damage that occurs during this process

• During the validity of the HS Plan, XtraCover will attend to the defects reported by the customer, including replacement of the defective electrical/electronic components that are required to be replaced to make the Device functional. This is subject to the condition, the breakdown of the Device being due to normal usage
• In case the damage/malfunction of the device is due to reasons other than that covered under HS Plan or it is caused by conditions defined under exclusions, XtraCover shall offer to repair the device for the customer. The cost of such repairs like labor, visit, cost of parts replaced, cost of transporting the device to service center (if required) will have to be borne by the Customer
• All defective components replaced by XtraCover shall become the property of XtraCover and the customer shall not claim any right to the same

1. Defects and/or Parts not covered under the original manufacturer’s warranty, will not be covered under HS Plan

• All defective components will be replaced with parts which are new or like new in performance adhering to manufacturer’s specifications, at our sole discretion
• In case the Device cannot be repaired within the reasonable time or reasons beyond its control, XtraCover at its discretion may choose to provide customer with a Replacement Device (Refurbished) of same model or similar model on case to case basis...
• In case we compensate you as above, the defective Device in all such cases shall become our property and the same should not be destroyed, or damaged, or salvaged by you under any circumstances
• XtraCover at its sole discretion determines the issuances of standby/loaner unit subject to availability and for select city and select Device category

• 4. Covered Devices

Home Appliance, Desktops and AIO PCs for which Inspection has been done successfully by XtraCover

• 5. Service Levels

One Stop solution as per the chart below…

Asset Type	Inspection - Metro	Inspection - Non Metro	Visit	Feedback / Decision TAT	Repair TAT	Overall Closure TAT
LED TV - Normal Repair	2 BD	4 BD	2 BD	2 BD	7BD	14 Days
LED TV - Panel Repair / Replacement	2 BD	4 BD	2 BD	2 BD	14 BD	21 Days
AC / Refrigerators / Washing Machines, etc.	2 BD	4 BD	2 BD	2 BD	7BD	14 Days

• 6. Service Assurance for Qualifying Brands
  1. In the event of your Device requiring repair, XtraCover will undertake to get your Device repaired
  2. Subject to the other terms and conditions mentioned in this document, XtraCover provides committed timelines for repairs of Devices. In the event that your Device requires repairs, XtraCover will get the repairs carried out within a period of 15 working days from the date of registering a request with XtraCover. If XtraCover is unable to get your Device repaired within the time period specified above from the date of registering a request, you will be eligible to receive a Replacement Device (Refurbished) of same model or similar model on case to case basisat the sole discretion of XtraCover, provided that:
     1. There is no delay in providing access to the Device to us when we request you to provide such access to us for repairs; any delay in providing access to the Device will extend the commitment by the delayed period
     2. You are able to provide the correct documentation to us on time when we request you for it; any delay in handing over the correct documentation to us will extend the commitment by the delayed period
     3. You respond within reasonable time to request(s) for any relevant information regarding the Device or to any other information sought by us to process your request quickly; any delay in responding to us in a timely manner will extend the commitment by the delayed period

• At times, unforeseen events disrupt the supply of spare parts for an extended period of time, or manufacturing brands at times are unable to provide spare parts due unforeseen circumstances in their operations. While XtraCover will make all efforts to provide a resolution in the committed timelines, the Service Timeline will not apply when spare parts supply is disrupted due to events over which XtraCover has no control especially when those events disrupt global supply chains. However, XtraCover shall inform you of any such delay and provide you confirmation from the brands or its authorized representatives on the delay.

• 7. BER (Beyond Economical Repairs): is the cost of repair equal to or more than 80% of Invoice Value. In case of Total loss/BER or if the device is beyond repair due to spare parts unavailability, device model being phased out in the market or other reasons XtraCover at its discretion may choose to provide customer with a Replacement device (Refurbished) of same model or similar model on case-to-case basis

• 9 Mandatory Device related information for plan activation:
  1. It is mandatory for the Customer to provide the following device related information to XtraCover for the purpose of activating the plan.
     1. Customer Name
     2. Address
     3. Landmark
     4. PIN Code
     5. Email ID
     6. Contact Number
     7. Brand name
     8. Model no.
     9. Serial no.
     10. Invoice value
     11. Invoice date
     12. Upload Invoice copy ( if invoice is not available, give the invoice value and invoice date to the best of your knowledge )
     13. Upload valid Govt. ID (PAN Card / Aadhaar Card / Driving License)
  2. Whereas XtraCover will make all efforts to collect the above information from the Customer, it is the responsibility of the Customer to ensure that all the said information is made available to XtraCover. XtraCover will be able to activate the plan on the said device only after receiving the above-mentioned information. In case of non-receipt of the above-mentioned information, any service request on the said Device may be declined by XtraCover.

• Depending upon the plan purchased by the customer and the ageing of covered device, Photo images of the device will be required to be submitted by the customer to activate the plan benefits. In absence of images, in such cases the service request may not be admissible. XtraCover reserves the right to cancel the Customer’s Plan or Service request in absence of valid photos of devices

• 10 Exclusions
  1. Any problems or defects not covered by manufacturer’s warranty
  2. Service of Devices which are not passed by successful QC by XtraCover shall not be admissible under the policy

• Non-operating and cosmetic damage to the Device , such as damage to paintwork, Device finish, dents or scratches

1. Accessories used in or with the Device including but not limited to remote,batteries,USB/HDMI cable and replacement of any consumable item or accessory
2. Normal wear and tear items, not integral or necessary to the functioning of the Devices or routine service
3. Routine maintenance, cleaning, lubrication, adjustments or alignments, overhaul, modifications and descaling

• Physical Damage to the Device (like broken or cracked Screen, broken hinges, broken keys, burnt adapters or cables etc.) due to accident, misuse, abuse, neglect or improper maintenance
• Damage resulting from power outage, power surges or drips, fluctuating voltage, inadequate or improper voltage or current

1. Replacement of any consumable item or accessory. These include, but are not limited to batteries, bags, covers, plugs, fuses, light bulbs, light covers, cables, filters, attachment, belts, toners, ribbons, drums, tapes or software, and add-on options incorporated in a Device for which theHS Plan was purchased
2. Damage caused by unauthorized modification, alteration, adjustment, repair, service or installation by unauthorized personnel is not covered. Such unauthorized repair or replacement of covered Devices shall result in the cancellation of this Plan
3. Damage caused by unauthorized repair, theft, burglary and accident including earthquake, storm and or hurricane, abuse, misuse, sand, dust, water, negligence, fire, flood, lightning, malicious damage, impact, corrosion, battery leakage, acts of god, pandemic, animal or insect infestation or intrusion

• Reception or transmission problems resulting from external causes
• Problems or defects caused by unauthorized modifications/repairs or failure to follow the manufacturer’s operating manual
• Any Incidental Costs arising from being unable to use the Device or from damage which results from the Breakdown of the Device

1. Damage/failure caused before or during Transportation or Device delivery

• Service of Device on which the Manufacturer’s label or logo, rating label or Serial number have been defaced or removed
• Claims that is false or fraudulent or intentionally exaggerated or if any false declarations or statements be made in support thereof, no claim for that insured unit shall be recoverable hereunder
• Service on third party products or software not supplied/authorized by the Manufacturer that may be installed in or used in connection with the Device
• Use of accessories not approved by the manufacturer, incorrect electrical leads or connection

1. Replacement or fixes of unauthorized software not installed by respective brand/company

• Failure due to physical damages, improper site conditions, rain or weather conditions, and liquid spillage, damage caused by rodents or pests
• Breakdown caused by computer virus or realignments to the Device
• Commercial usage of appliances in cases where service contract is of retail nature
• Damage/failure caused before or during Device delivery
• Any consequential or incidental damages arising from the use or loss of use of the Device
• The cost of repairing, restoring computer software
• Loss of data, software or any other information

• 11 Service Request process:
  1. You are required to intimate about the problem to XtraCover within 7 calendar days of its occurrence beyond which the request is liable to be rejected
  2. XtraCover team registers the service request (SR) and acknowledges the service request with SR no. to the customer over SMS
• 12 Depending upon your Device and/or the nature of issue faced by you, you may be asked to follow some trouble shooting steps before registering a service request. Please follow the troubleshooting steps before registering the request

• 13 Customer Responsibilities:
  1. You need to ACTIVATE the HS Plan immediately upon buying or within a period as prescribed by XtraCover. Refer to the XtraCover Activation Email or Helpline or Official Website for activation procedures
  2. You will be required to provide us with a copy of the complete set of requisite documents at the time of activation and service request. If the Serial Number of the device has changed due to repairs or replacement by the manufacturer/retailer, please provide us with a copy of the Swap Letter that clearly mentions the current and old Serial Number of the device within 15 days of such replacement

• You are required to correctly provide the age of the device and the Invoice value of the original purchase and the invoice date. Also, declare correctly that the Device is fully functional at the time of purchase of the HS Plan by you on XtraCover website.

1. You are required to report the problem to XtraCover within 7 calendar days of its occurrence beyond which the request is liable to be rejected
2. It is your responsibility to properly maintain, store and use your Device according to the manufacturer instructions and take all reasonable steps to use your equipment as prescribed by the manufacturer
3. You agree to return the defective spares or Device to XtraCover wherever requested

• NON-FULFILMENT of ANY of the above conditions may result in the plan being considered as void and all requests made against HS Plan are liable to be rejected
• Customer shall provide representative of XtraCover/its service provider full access to the Equipment/Device in order to effect necessary adjustments and repairs

1. Customer shall provide adequate storage space for spare parts, test Product/Equipment and adequate work space, heat, light, ventilation and electric current for use by representative of XtraCover/its authorized representative for provision of Services at Customer's location
2. Customer shall cooperate with XtraCover or it’s authorized representatives at the time of service request and will provide with all the requisite documents asked for, for processing the service request
3. Customer shall be responsible to de-install all add-ons and/or accessories from the Device before providing the same to XtraCover for Services, maintain backup copy of all software and data, restore software and data on the unit after repair

• Customer shall register all complaints/requests for Services only through official XtraCover Call Center/XtraCover App/XtraCover website
• Customer shall comply with all applicable laws, rules and regulations
• Customer shall indemnify us and hold harmless against any act of omission and commission and any consequences arising thereof and defend XtraCover from and against all claims, arising as a result of breach of this Contract

1. Customer shall inform XtraCover in writing of any change in the billing address. Any written communication, billing statement or notice from XtraCover to Customer will be deemed as served within 48 hours of posting by ordinary mail or earlier as the case may be

• Customer agrees that it shall be its responsibility to be aware of the Contract and the changes therein. Ignorance if any shall be the total responsibility of the Customer
• The Customer understands that the Services have been subscribed on his/her own name and name change in any circumstances is not permitted
• Customer shall not assign any right or interest or delegate any obligation arising herein to any person without XtraCover's prior written consent
• The Customer is solely responsible for any unauthorized transfer/change in ownership of the Device

1. Customer shall return the standby/loan spare parts, if any provided by XtraCover on or before XtraCover returning the original set/Spares to the Customer

• DISPUTES & JURISDICTION
  • 1 The validity, construction and performances of terms herein shall be governed by and interpreted in accordance with the laws of the Republic of India

• 2 The parties hereto unconditionally and irrevocably agree to submit to the exclusive jurisdiction of the competent Courts in Delhi with regard to any matter or dispute arising hereto or any other documents that may be executed by the parties hereto