MDS - Protect Your Device (“Extended Warranty”) for Samsung Devices
Terms & Conditions
1. The Plan
This Extended Warranty Plan is brought to you by SERVIFY MIDDLE EAST FZE and governs the support process for covered inherent Mechanical and Electrical breakdown/ defects to the extent provided by the manufacturer’s warranty for Electrical / Electronic / Mechanical Products for Samsung devices (“Device”) offered to customer in United Arab Emirates (UAE) 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.
2. Plan Term
2.1. The benefits under extended warranty coverage begins from the next day after the expiry of the Manufacturer’s Warranty for the Registered Device and ends on completion of Plan Term. Please check if your selected Plan has this coverage included.
3. Plan Eligibility
3.1. This Plan can be purchased only along with the purchase of the Registered Device, and subject to the Registered Device being in its perfect working condition.
3.2. The extended warranty coverage provided by the Plan is additional to the coverage provided by the manufacturer’s warranty.
4. Plan Details
4.1. Plan Confirmation
Document provided stating important details of the purchased Plan including Plan start date, Plan term, Device make and model, coverage type
4.2. Plan Term
The duration of the Plan purchased and the period during which selected coverage will be provided on the Registered Device.
4.3. “Registered” Device
The Device that was successfully registered under the Plan is termed as “Registered Device”
The purchaser of the Registered Device.
4.5. Benefits Value
4.5.1. Extended Warranty
Maximum Benefits Value per year is equivalent to the original invoice value of the Registered Device at the time of submitting a Damage Repair Request, less total sum of damage repair value from last Damage Repair Requests (if any). Damage Repair Request limit is unlimited repairs (up-to the invoice value).
If the repair charges are more than the Benefits Value, the Customer will have the option to bear the differential price for obtaining the repair as determined by the Samsung Authorized Service Centre (“ASC”).
4.6. Scope of Service under the Plan
Provided the Registered Device is handed over to Servify or its authorized channels in its entirety during the Damage Repair Request Process & that you have submitted the documents as desired under the Plan, the following conditions would be covered under the Plan.
188.8.131.52. 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 labor for the products manufactured in UAE or is legally imported in UAE & sold by the manufacturer through its official sales channels in United Arab Emirates (UAE) and supported by an invoice & Manufacturer’s Warranty/Guarantee.
The Plan does not cover:
184.108.40.206. Any loss under mysterious circumstances including lost or stolen
220.127.116.11. Loss due to Intentional act or wilful neglect
18.104.22.168. Suffers accidental physical damage and/or such damage that impairs the normal usage of the Registered Device, shall Accidental & Liquid Damage be included in the purchased Plan as stated in the Plan Confirmation.
22.214.171.124. Fails to work because accidentally fluid has entered its internal circuitry, touch panel, sub board or battery, resulting into stoppage of the Registered Device, shall Accidental & Liquid Damage be included in the purchased Plan as stated in the Plan Confirmation.
126.96.36.199. Loss arising before or after the Plan Term
188.8.131.52. Costs implicitly or explicitly covered by any manufacturers, suppliers or repairers guarantee or warranty
184.108.40.206. Accessories used in or with the Registered Device unless covered under a separable warranty policy
220.127.116.11. Any loss or damage due to hire or loan of the Registered Device to a third party or if ownership is transferred
18.104.22.168. Loss arising due to unlawful act including Terrorist activity, War, Nuclear Explosion, Radioactive Contamination, Chemical, Biochemical, Biological, Electromagnetic, Cyber Attack
22.214.171.124. Consequential loss of any kind or description including wear & tear, manufacturing defects
126.96.36.199. Loss or damage caused by incorrect storage, poor care and maintenance, careless use, gross negligence, incorrect installation and incorrect set-up
188.8.131.52. Loss or damage covered by supplier, dealer or manufacturer’s limited warranty
184.108.40.206. Any loss affecting to SIM card and any ancillary products even if Registered Device results into complete stoppage of working
220.127.116.11. Damages to the device due to terrorist attack, war, fire, lightning, earthquake, floods or an act of God
18.104.22.168. Damage caused by (a) a product/accessory that is not the Registered Device, (b) operating the Registered Device outside the permitted or intended uses described by Manufacturer or (c) service (including upgrades and expansions) performed by anyone who is not a Samsung Authorized Service Centre (ASC), or any failure/damage caused outside the territory of UAE
22.214.171.124. 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 Manufacturer, its subsidiary or any party acting on its behalf.
126.96.36.199. Non-operating and cosmetic defect to the Registered Device such as defect to paintwork, product finish, dents or scratches
188.8.131.52. Issues that could be resolved by upgrading software to the then current version
184.108.40.206. Third-party products or their effects on or interactions with the Registered Device or the software
220.127.116.11. Your use of a computer or operating system that is unrelated to consumer software or connectivity issues with the Registered Device
18.104.22.168. Damage to, or loss of any software or data residing or recorded on the Registered Device
22.214.171.124. Recovery and reinstallation of software programs and user data are not covered under this Plan
126.96.36.199. 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
188.8.131.52. Normal wear and tear of items not integral to the functioning of the Registered Device
184.108.40.206. Replacement of any consumable item or accessory
220.127.116.11. Coverage 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 Product is at an authorized service centre and/or while awaiting parts
18.104.22.168. Defect resulting from power outage, power surges or dips, fluctuating voltage, inadequate or improper voltage or current
22.214.171.124. Breakdowns caused by computer virus or realignments to Registered Device
126.96.36.199. If the Registered Device is moved out of the country of purchase, it will not be covered under this Plan. The Plan is valid only in UAE and if the repair request is made in UAE
188.8.131.52. The Registered Device is not used in accordance with the manufacturer’s guidelines for Registered Device usage including but not limited to regular maintenance and up keep of the Registered Device
184.108.40.206. Goods /devices in transit / Damages resulting due to transportation or shipping is completely excluded
5. Special Exclusions
Servify and MDS shall not be liable in respect of loss or damage to Registered Device relating to or caused due to the following:
5.1. Loss or damage due to any experiments or tests and/or alterations resulting to any abnormal conditions of the Registered Device
5.2. Penalties for delay or detention or in connection with guarantees of performance or efficiency
5.3. 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
5.4. 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
5.5. Servify and MDS shall not be liable for a damage repair request if:
5.5.1. 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
5.5.2. Due to the inability of the Customer to submit either of the Damage Repair Request processing information or supporting documents required for processing the request
5.5.3. The Plan shall also not cover a loss if the applicable Damage Repair Request amount has exhausted the Covered Value of the Registered Device In any action, suit or other proceeding where the Risk Underwriter alleges that by reason of the provisions of the exceptions or exclusions above, any loss, destruction, damage or liability is not covered by this Plan, the burden of proving that such loss, destruction, damage or liability is covered shall be upon the Customer.
6. Damage Repair Request Process
In the event of damage to the Registered Device, you (Customer) are required to:
6.1. Immediately (Not later than 72 Hours from the time of the damage) inform Servify through the Claims Web Portal
6.2. Submit all claim related information/ documents as mentioned in the Claims Web Portal within seven (7) calendar days of raising the claim or within the timelines as mentioned in the Claims Web Portal or communicated to You by Servify
6.3. Please note, you will not handover the Registered Device for repairs at any service centre, including at any Samsung Authorized Service Centre (ASC) until confirmed by Servify. It is expressly stated that Servify will not be held responsible for fulfilling any such requests where the Registered Device is handed over to a service centre by you before the Approval from Servify; any liabilities arising out of such Damage Repair Request before the in-principle Approval of the requests from Servify will be solely handled by You (Customer) at Your (Customer’s) own expense
7. Damage Repair Request Fulfilment Process
7.1. Servify provides services through Pick/Drop Support (“PUDO”) Service for the Registered Device, for serviceable locations, for the rest you may visit the nearest OEM Authorized Service Centre as indicated in the Consumer Web Portal once the approval is provided. You are required to wait until Servify confirms in writing via an email or on a voice call on your registered number or provides an update on the Consumer Web Portal about the status of the next steps expected. Service will be performed at the OEM Authorized Service Centre(s) after verification of the entitlement and validity of the Plan. Once you are notified and that the service is complete, you will promptly be notified via the PYD Consumer Web Portal. The repaired Device will be delivered to the address of initial pickup after completion of repair if PUDO service is availed.
7.2. Servify 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 method of service under this Plan. Service options, parts availability and response times may vary according to the city you live in
7.3. Issue, if any, found post receiving the repaired/replaced handset, should be reported within 42 hrs. of the delivery to by Servify.
8. Depreciation Matrix
There is no depreciation applicable under this Plan.
9. Your Responsibilities
To receive service or support under the Plan, you agree to comply with the following:
9.1. Provide a copy of your Registered Device’s original proof of purchase at the time of raising a Damage Repair Request, if requested
9.2. Provide information about the reasons and causes of the damage to the Registered Device.
9.3. Provide identity proof if requested to verify Customer of the Plan at the time of raising a Damage Repair Request, if requested.
9.4. 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
9.5. Follow instructions Servify 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
9.6. Make sure to backup software and data residing on the Registered Device. DURING THE FULFILLMENT OF DAMAGE PROTECTION SERVICE, SERVIFY OR THE ASC MAY DELETE THE CONTENTS OF THE REGISTERED DEVICE AND REFORMAT THE STORAGE MEDIA IF NECESSARY. Servify, or ASC may return your Registered Device after the service event subject to Applicable updates. Servify 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 because of the Operating System update. You will be responsible for reinstalling all other software programs, data and passwords
10. Cancellation And Refund
There is no cancellation or refund allowed under this Plan.
11. Limitation Of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, , SERVIFY 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 SERVIFY’S OBLIGATIONS UNDER THIS PLAN. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE LIMIT OFSERVIFY AND ITS EMPLOYEES AND AGENT’S LIABILITY TO YOU AND ANY SUBSEQUENT OWNER ARISING UNDER THE PLAN SHALL NOT EXCEED THE DEPRECIATED VALUE OF THE REGISTERED DEVICE. SERVIFY SPECIFICALLY DOES NOT WARRANT THAT (i) IT WILL BE ABLE TO REPAIR OR REPLACE REGSITERED 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 SERVIFY’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, SERVIFY’S LIABILITY IS LIMITED, AT ITS SOLE OPTION, TO REPLACE OR REPAIR OF THE REGISTERED DEVICE OR SUPPLY OF THE SERVICE.
12. Transfer Of Plan
12.1. 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
12.2. 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.
13. General Terms
13.1. Servify may subcontract or assign performance of its obligations to third parties but shall not be relieved of its obligations to you in doing so
13.2. Servify is not responsible for any failures or delays in performing under the Plan that are due to events outside its reasonable control
13.3. This Plan is offered and valid only if the Device is purchased in UAE and You are making a Repair Request for a Damage in UAE
13.4. This Plan is not offered to persons who have not reached the age of 18. This Plan may not be available in all states, and is not available where prohibited by law
13.5. In carrying out its obligations Servify may, at their discretion and solely for the purposes of monitoring the quality of their response, record part or all the calls between you and them
13.6. Servify has 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 Servify regarding the processing of data, and Servify 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 our Service Centre at the support mediums provided or the Customer Service numbers mentioned below
13.7. You agree that any information or data disclosed to Servify under this Plan is not confidential or proprietary to you. Furthermore, you agree that Servify may collect and process data on your behalf when it provides service., details of which are available on its website
13.8. 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 Servify’s entire understanding with respect to the Plan
13.9. Servify is not obligated to renew this Plan. If either Servify does offer a renewal, they will determine the price and terms
13.10. Servify reserves the right, at its discretion, to change or modify, the terms of this Plan
13.11. There is no informal dispute settlement process available under this Plan
13.12. 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
13.13. These terms and conditions shall be governed by and construed under the laws of UAE
13.14. These terms and conditions do not affect your statutory rights as a consumer
14. Support Contact Details
14.1. Servify Customer Service Number: 8000180598 (Toll Free), Monday to Friday, 9am to 6pm. Servify Customer Service Email ID: email@example.com
14.2. In case of any change in Mobile number or email id customer can contact on the above to update their registered contact details for the program
15. Governing Law & Jurisdiction
Unless agreed otherwise, the law of the United Arab Emirates will apply. In the event of a dispute concerning the Plan Terms and Conditions, the courts of Dubai, United Arab Emirates shall have exclusive jurisdiction.
16. Regulatory Status
The Plan is provided by Servify Middle East FZE., which has its registered office in and business address of 107, Technohub 2 Dubai Silicon Oasis, Dubai, UAE.