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Terms and Conditions

  1. The following are the terms and conditions related to the Extended Warranty Pack (EWP) and Annual Maintenance Contract (AMC) offered by TVS Electronics Limited – Servicetec (TVSE Servicetec).
  2. DEFINITIONS:
    • 2.1 EWP: Extended Warranty Pack for the Covered Product subject to the terms and conditions as set out in this document.
    • 2.2 AMC: Annual Maintenance contract is a combination of EWP with preventive maintenance.
    • 2.3 Preventive Maintenance: An add-on feature available for select categories of products. This add-on feature entitles your qualifying product to a yearly health check-up at no extra cost. This feature need not be purchased separately. It is automatically added for qualifying products.
    • 2.4 Covered Product(s): Covered Products refer to the products for which the customer has applied for and TVSE Servicetec has successfully registered under its EWP/AMC packs by issuing a tax invoice. These packs are subject to the terms and conditions set forth in this document. All the covered product(s) should be manufactured in India or should have been legally imported in India & sold through Official Channels supported by a legally valid invoice & Manufacturer’s Warranty.
    • 2.5 Purchase Window: EWP/AMC can be purchased offline from TVSE Servicetec Store or any of its authorised partner outlets within 180 days from the date of purchase of covered product. EWP/AMC can also be purchased online from web portal (www.servicetec.in) within 7 days from the date of purchase of covered products. Where EWP/AMC is purchased offline after 7 days from the date of purchase of covered products, a prior mandatory examination by a TVSE’s authorised representative would be performed, only upon the successful outcome of which the offline EWP/AMC can be extended.
    • 2.6 Coverage Start Date: The EWP/AMC will start immediately after the expiry of warranty period provided by the original equipment manufacturer of covered products.
    • 2.7 Manufacturer’s Warranty: The original warranty given by the respective manufacturer(s) in respect of a Product and / or its components.
    • 2.8 Purchase Price: The purchase price of the Covered Product(s) specified in the Invoice.
    • 2.9 Invoice: The original receipt that has been issued to you by a certified Vendor/Retailer for the Covered Product, for which you have purchased the coverage.
    • 2.10 Coverage Term: This is the tenure of EWP/AMC coverage. The coverage term shall begin after the expiry of the manufacturer warranty. The sum of the terms of Manufacturer’s Warranty and EWP/AMC could be a maximum of 5years. (Example: If the Manufacturer Warranty of a covered product is 2 years then the maximum EWP/AMC coverage term shall be of 3 years)
  1. COVERAGE ELIGIBILITY
    • 3.1 Product is manufactured in India or is legally imported in India & sold through Official Channels supported by an invoice & Manufacturer’s Warranty.
    • 3.2 Product is purchased new from the manufacturer’s authorised dealer / distributor and is supported by Manufacturer’s warranty of not less than 12 months.
    • 3.3 The following product related information is required for Claim:
      • 3.3.1 Product Serial No/ IMEI No.
      • 3.3.2 Make and model of the product.
      • 3.3.3 Original Invoice Copy
    • 3.4 It is the responsibility of the Customer to ensure that all the said information is made available to TVS Electronics Ltd when it is called for.
  2. COVERAGE:
    • 4.1. The Coverage is limited only to the manufacturing / workmanship defects in the Covered Product. This covers 1) Cost of parts 2) Cost of labour 3) Cost of delivering the service or cost of transporting the product for repairs of covered mobiles and laptops, 4) Onsite service charges for Televisions, Refrigerators, Washing Machines and Air Conditioners.
    • 4.2. TVS Electronics Ltd may subject to the exclusions & limitations, repair or replace hardware parts during the coverage term. The replaced parts may be original or with parts which may contain remanufactured / re-engineered/ equivalent alternate part(s) with performance parameters similar to new part(s), for performing the services.
    • 4.3. The parts replaced during the coverage period shall not carry any warranty.
    • 4.4. The replaced / defective spare parts shall become the property of TVS Electronics Ltd.
    • 4.5. The Coverage does not include consumables and external plastic parts.
    • 4.6. If the covered product is in a condition of beyond repairs then the product will be replaced with a new or refurbished product at the sole discretion of TVS Electronics Ltd. A product containing similar features will be provided if a product of the same make and model is not available at the time the replacement is supposed to be made.
    • 4.7. The aggregate repair/replacement cost during the coverage term for TVS Electronics Ltd, at any time shall not exceed 80% of the covered product purchase value or in case of its non-availability, a similar product as determined by TVSE.
    • 4.8. For the purpose of allowing the valid EWP/AMC claim, the examination and diagnosis by TVSE of the covered products shall be final.
  1. CLAIM PROCESS FLOW:
    • 5.1 Claims against EWP/AMC shall be entertained only if the fault of the covered product is reported to and acknowledged by TVSE within 7 days from the date of noticing the fault.
    • 5.2 For product break fix, YOU shall contact one of TVS Electronics Ltd after-sales service helplines or raise a claim request online.
    • 5.3 As part of claim submission, claim form, Order ID, the original Product Invoice copy and ID proof of the covered product owner has to be submitted at TVSE Servicetec centre or its scanned images shall be uploaded in the web portal (www.servicetec.in).
    • 5.4 TVS Electronics Ltd will scrutinise the invoice and other uploaded documents. In case not found satisfactory, TVS Electronics Limited may at its sole discretion reject or request for further documents.
    • 5.5 In case TVS Electronics Limited accepts the claim, it shall register service incidence call in its CRM and shall provide a reference call ticket number.
    • 5.6 Service for Mobiles & Laptops includes:
      • 5.6.1 Covered product pick up from the customers place to Servicetec store.
      • 5.6.2 Repair done at the Servicetec store.
      • 5.6.3 Covered product delivered to the customers place.
    • 5.7 Service for Televisions, Refrigerators, Washing Machines and Air Conditioners includes:
      • 5.7.1 Service Engineer visits to customers place.
      • 5.7.2 Repair done at the customers place.
  2. CANCELLATION OF SERVICE:
    If cancellation request of EWP/AMC is made by the customer within 30 days of purchase, TVS Electronics Ltd shall refund the full amount paid at the time of purchase of the plan. After expiry of 30 days of purchase of EWP/AMC, TVS Electronics Ltd shall not be liable for any refund.
  1. EXCLUTIONS AND LIMITATIONS:
    TVSE Servicetec shall entertain EWP/AMC claims subject to the following exclusions;

    • 7.1. Software, Applications, OS & interfacing parts.
    • 7.2. Coverage is not applicable to products that are ‘pre-used’, ‘second hand’ or ‘refurbished’.
    • 7.3. Coverage would not be applicable if the product was repaired under manufacturer’s warranty before purchase of the EWP/AMC.
    • 7.4. Operation outside the published operating specifications for the Products.
    • 7.5. Parts found Missing/Broken/Damaged/Tampered/Lost/Theft due to negligence/misuse or resulting from the use of attachments, accessories, or alterations shall not be covered.
    • 7.6. Repairs of the Product is not covered if the fault is caused due to accident, misuse, abuse, neglect, improper maintenance, improper site conditions, power fluctuations, inadequate electrical fittings/ connections causing damage to Product(s), rain or weather conditions, food or liquid spillages, power outage, power surges or dips, voltage fluctuations / spikes, sand, dust, water, lightning, corrosion, battery leakage, rodent bite, acts of god like floods, lightening, earthquakes etc. or causes other than ordinary use are excluded.
    • 7.7. Batteries internal / external to the Product are excluded
    • 7.8. Breakdowns caused by computer virus or realignments to the Products
    • 7.9. Recalls or modifications to the Product.
    • 7.10. Cost of removal or reinstallation of the Product.
    • 7.11. Damage / failure caused before or during Product delivery.
    • 7.12. Normal wear and tear to a Product;
    • 7.13. If the product is sold by original buyer to other party
    • 7.14. Breakdown on account of any accessories not originally provided by the manufacturer of the Covered Product.
    • 7.15. Defects due to transmission/cable/DTH/or any other external source from where the signal input are fed to the product.
    • 7.16. Damage to computer hardware, software and data caused by, including, but not limited to virus, application programs, network drivers, source code, object code or proprietary data, support, configuration, installation or reinstallation of any software or data.
    • 7.17. Products used for commercial uses / purpose not covered.
    • 7.18. If the Product is modified, altered, adjusted or repaired, serviced, moved, removed, installed by any unauthorized person. Unauthorized repair or replacement of covered Products shall result in the cancellation of the warranty.
    • 7.19. If the Product serial number or other identifier has been defaced or removed and for any mismatch;
    • 7.20. Product where the damage, malfunction or defect is caused by and/or results from:
      • a. misuse, moisture or liquids, proximity or exposure to heat, fire, accident, abuse, neglect or misapplication, natural calamities, acts of god;
      • b. use of the Product in conjunction with accessories which are not designed / compatible for the Product, incorrect electrical leads or connection;
      • c. anything that is not the fault of the Product itself; or
      • d. Operation or use of the Product outside the applicable installation guide or standard end user documentation prepared and supplied by the respective product manufacturers.
    • 7.21. Any damage to the surface of the Product, including but not limited to paintworks, product finish, cracks, dents, or scratches;
    • 7.22. Any equipment or other hardware other than the Product as defined.
    • 7.23. Induced defects.
    • 7.24. Dead pixel policy applicable as per the manufacturer’s policy.
    • 7.25. Products which are purchased outside India and / or refurbished.
    • 7.26. Any other condition that voids the Manufacturer’s Warranty prior to end of its standard warranty period, including repairs from the local and unauthorized service centres.
    • 7.27. If the covered product owner is unable to provide Original Invoice copy evidencing ownership to the satisfaction of TVS Electronics Ltd.
    • 7.28. This coverage is a hardware only warranty that is limited to the Product and does not cover any software shipped, pre-loaded, or distributed by any third party, even if the software is packaged or sold with the Product, or available for the Product at a later time.
    • 7.29. Service of product on which the label or logo, rating label or product number have been defaced or removed shall not be covered.
    • 7.30. Replacement of missing parts, the provision of retrofits or preventative maintenance is excluded.
    • 7.31. Parts Covered & Not covered under the plan are as follows:
Mobile/Tablet
Parts Covered Functional Mobile & Tablet parts Only
Parts Not Covered Aesthetic parts of products, Charger, Data cable, Battery, Headphone, Memory card, Stylus, any other accessory provided in the box etc.
Laptop
Parts Covered Functional parts like Screen, Camera, Hard disk, PCB & Power related issues only.
Parts Not Covered Aesthetic parts of products, Charger, USB cable, Battery, Headphone, Adaptor, Mouse, Front & back panels, Body cover etc.
Refrigerator
Parts Covered Electrical parts like: Compressor, Capacitors, OLP, Timer/PCB, Relay, Control Box, Temperature sensors, Thermostat, Fan motors, Electrical valves, Wire harness, Transformers (Internal), Electrical switches, Ice maker, Buzzer, Fan blade, sealed system jobs – Gas charging, Evaporator, Suction line, Condensers, Capillary and Dryer only.
Parts Not Covered Aesthetic components, Doors, Cabinet & Main liner, Shelves, Plastic, Glass & Rubber parts, other consumables etc.
LCD, LED & Plasma TV
Parts Covered Functional parts like Main PCB, SMPS/IP Board, Panel, Adaptor cable (22”), Speaker and Jog Switch only.
Parts Not Covered Aesthetic parts like Wall mount, Stand, Front & Rear Covers, Accessories like 3D Glasses, Wireless dongles, Connectors & Cables like power cables, RF cable, AV cables, HDMI Cable, Component cables, Remote Control etc.
Air Conditioners (AC’s)
Parts Covered Repair/Replacement of electrical parts like PCB’s, Motors, Sensors, Compressor, Blowers, Condenser, Capillary, Fan Blade & Sealed system jobs, Gas charging and Cooling coil only.
Parts Not Covered All plastic parts, painting, Outer Cabinet, Remote, Sheet Metal Parts, Front Grill, Air Filter etc.
Washing Machine
Parts Covered
(Fully Automatic)
Electrical Parts like Motor, PCB, ON/OFF Switches, other such switches, Heaters, Capacitors, Transformer, Motor, Drain Motor, Water level Sensors, Temperature & Pressure Sensors, Electrical & Inlet valves, Bearing & Lip Seal, Pump, Wire harness, Mechanical Assembly, Suspension and Gear/Clutch Assembly (Other than due to wear & tear or misuse) only.
Parts Covered
(Semi-Automatic)
Spin Motors, Wash Motor, Spin Timer, Wash Timer, Capacitor, Wire Harness, Below Assy, Buzzer, Mechanical Assembly, Gear Box & Leaf Switch only.
Parts Not Covered Aesthetic components, Outlet Cabinet, Plastic & Glass parts, Rubber, Other consumables etc.
  1. AMC
    AMC is a combination of EWP and Preventive Maintenance and is available for Air Conditioners of select models registered for, which are manufactured in India or is legally imported in India and sold through Official Channels supported by an invoice & Manufacturer’s Warranty.

    • a) Preventive Maintenance service shall be performed thrice in every 12 months from the date of purchase of AMC Plan.
    • b) Issues with the Covered Product identified during the Preventive Maintenance will be covered by the terms of TVS Electronics Ltd, provided they do not fall in the specific set of exclusions as defined under “Exclusions and Limitations” of the Terms of Service of this TVS Electronics. You will retain the option of covering the costs of repairs for such cases.
  2. BACKUP YOUR DATA. You should regularly backup your Product data, software, applications and information as a safeguard against possible operational issues including prior to the return of the Product for EWP repairs. Data backup is your responsibility and is not the responsibility of TVS Electronics Ltd, the retailer through whom you purchased the Product including, without limitation, data lost or damaged through the use of synchronization software. ANY PERIPHERALS OR MEMORY AND/OR ANY PERSONAL OR CONFIDENTIAL INFORMATION SHALL BE REMOVED PRIOR TO RETURNING YOUR PRODUCT FOR AVAILING EXTENDED WARRANTY SERVICE. For clarity, this EWP does not cover the backup, recovery or reinstallation of your data, software or applications to the Product.
  3. EXCLUSIVE REMEDIES: THIS EXTENDED WARRANTY SETS OUT YOUR EXCLUSIVE REMEDIES FOR YOUR EWP AND ANY OTHER WARRANTIES, CONDITIONS, REPRESENTATIONS OR GUARANTEES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, SATISFACTORY QUALITY AND/OR FITNESS FOR A PARTICULAR PURPOSE ARE HEREBY DISCLAIMED AND SHALL NOT APPLY OR HAVE ANY AFFECT.
  1. INDEMNITY
    The Customer hereby agrees to defend, indemnify, hold harmless and continue to indemnify TVS Electronics Ltd and its officers, directors, employees and sub contractors harmless from and against any and / or all losses, damages, liabilities, verdicts, settlements, judgments, costs, expenses (including reasonable attorney’s fees) incurred by TVS Electronics Ltd and other as stated hereof, on account of

    • a. any wrongful act or omission of the Customer in relation to the usage of the Plan(s);
    • b. Any wilful misconduct, gross negligence or fraud by the customer
    • c. Any failure of the Customer to comply with the applicable law;
    • d. Any breach of the representations, warranties, obligations and covenants of the Customer or a default of the Customer’s obligations;
    • e. Any third party claims arising out of the Customer’s use of the Plan(s)

    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 TVS Electronics Ltd may have, either at law in the Terms and / or the Plan Terms.

  2. LIMITATION OF LIABILITY: IN NO EVENT SHALL TVS ELECTRONICS LTD BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL LOSS OR DAMAGES WHATSOEVER (INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF PROFITS, BUSINESS INTERRUPTION, LOSS OR CORRUPTION OF INFORMATION (INCLUDING DATA), OR OTHER PECUNIARY LOSS) ARISING OUT OF THE USE OF OR INABILITY TO USE THE PRODUCT, EVEN IF TVS ELECTRONICS LTD OR ANYONE ACTING ON BEHALF OF OR WITH TVS ELECTRONICS LTD HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. NOTWITHSTANDING ANYTHING CONTAINED HEREIN, THE AGGREGATE LIABILITY OF TVS ELECTRONICS LTD SHALL NOT EXCEED THE NET PURCHASE PRICE YOU PAID FOR THE COVERED PRODUCT OR THE COST OF REPLACING THE AFFECTED COVERED PRODUCT, WHICHEVER IS LESSER.
  3. PRIVACY: YOUR information received by TVS ELECTRONICS LTD will be used, processed, transmitted, and disclosed in accordance with TVS ELECTRONICS LTD Privacy Policy (available at www.estore.tvs-e.in.) in order to perform the warranty services described in the EWP.
  1. CHANGES TO THE TERMS AND CONDITIONS:
    The above terms and conditions are subject to change or termination at any time, without notice, by TVS ELECTRONICS LTD. For any changes or termination notification, please visit www.servicetec.in
  2. MISCELLANEOUS: If there is any conflict between the EWP and any other warranty provided to YOU including, without limitation, in the packaging of the Product, the provisions of this extended warranty shall be applied by TVS ELECTRONICS LTD to the extent of such conflict. If any term, provision or sub-section of this extended warranty is held to be void, illegal or unenforceable, the validity or enforceability of the remainder of such term, provision or subsection and this extended warranty will not be affected.
  3. GOVERNING LAW & DISPUTE RESOLUTION: The laws of India shall be the governing law and competent court at Chennai shall have jurisdiction to decide on any matters arising under this Extended Warranty policy. Any dispute or difference or claims shall be referred to arbitration of sole arbitrator appointed by TVS-E. The award passed by the Arbitrator shall be binding on both the Parties. The arbitration shall be conducted as per the provisions of Arbitration and Conciliation Act, 1996 and statutory amendments / enactments / Ordinances thereof. The venue of arbitration shall be at Chennai.Contact us:-
    Phone No.: 073580 73480
    E mail id: contactus@servicetec.in
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