Mobile Protection Terms and Conditions

Terms & Conditions

The Pack is offered by Acko Technology & Services Pvt. Ltd. It has to be purchased with select Mobiles on Amazon and is pre-activated with the delivery of the Mobile Equipment. This pack is not valid for refurbished devices or second-hand devices or any purchase on Amazon without Mobile purchase.

1. Coverages

1.1  Accidental Physical Damage: We will reimburse the cost incurred due to Accidental Physical damage that impacts the functionality of the Mobile Equipment.

1.2  Liquid Damage: We will reimburse the cost incurred due to Accidental Liquid Damage that impacts the functionality of the Mobile Equipment.

1.3  Screen Damage: Accidental damage to the front glass or display screen of the device resulting in improper functioning of the mobile equipment.

2. Benefits

2.1 Free pick-up & drop: We will arrange a free pick-up and drop facility for all claims and repairs including repairs covered under manufacturer’s warranty.

2.2 Guaranteed TAT: We complete the process of repairing your device within a stipulated amount of time.

2.3 Online Process: If your device needs repair, simply raise an online request on acko.com and we will repair it within the Guaranteed TAT.

3. Documents Required to Register a Claim

3.1 No documents will be required to register a claim under Acko All Round Protection Pack. The User simply has to register the claim on the website of Acko General Insurance Limited (www.acko.com). Acko may require additional documents on case-to-case basis for processing claims.

4. Calculation of Depreciation

4.1 Depreciation is the reduction in the market value of a device due to usage. The standard depreciation matrix applicable for Acko All-Round Protection Pack is as below:

Age of covered Mobile Equipment (as per date of Delivery)Depreciation applicable
0-90 Days15% of Invoice Value
91-180 Days30% of Invoice Value
181-270 Days40% of Invoice Value
271-365 Days50% of Invoice Value

4.2 The above depreciation is applicable in case of Total Loss or Beyond Economic Repair (BER) as defined under Clause 12.7. The Customer consents that for Total Loss or Beyond Economic Repair (BER) cases, the depreciated value as per Clause 4.1 above would be payable in the form of Gift Vouchers or electronic wallet credits as per the discretion of Acko.

5. Committed Turnaround Time (TAT)

Under the Acko All-Round Protection Pack, the repair of the Mobile Equipment purchased from Amazon is committed to be completed within the stipulated amount of time. The TAT calculation would begin one day after the date when the mobile is handed over by the user to Acko or any of its representatives or partners. The TAT would vary depending upon the city where the customer is located as indicated below:

CitiesTAT
Tier A Cities (Mumbai, Navi Mumbai, Thane, Delhi NCR, Gurgaon, Bangalore, Chennai, Hyderabad)7 Days
Tier B Cities (Ahmedabad, Pune, Kolkata, Jaipur)10 Days
Rest of the cities15 Days

6. Guaranteed TAT Conditions

6.1 The Guaranteed TAT for repair for a city may change from time to time.

6.2 The TAT guaranteed to the user at the time of raising a repair request on www.acko.com would be the Guaranteed TAT for the service request raised by the user. Acko shall update the TAT for a particular city at the time of the user raising the repair request.

6.3 Acko may, at its discretion, also send a replacement mobile or pay the fair market value of the phone instead of repairing the mobile.

6.4 In case the Guaranteed TAT is not met, Acko would pay the user Rs.500 worth of gift vouchers for every day’s delay.

6.5 The TAT would be calculated basis the first attempt date of delivery of the repaired/ replaced mobile. In case the customer is not available at the address (provided at the time of raising the repair request), then no payment would be made under TAT delay clause.

7. Exclusions

7.1 Theft/Loss/Disappearance of Mobile Equipment.

7.2 Any unauthorized repair of the Mobile Equipment

7.3 Damage due to wilful or gross negligence.

7.4 Damage to accessories including SIM card, memory card, charging appliances, or consumables, which are not part of the original mobile are not covered.

7.5 Any cosmetic damage like scratches or dents, normal wear and tear, data loss or software issues.

7.6 Any manufacturer recall or loss to the extent covered by any other insurance.

7.7 Any damages reported within 10 days from the delivery of the mobile for which the Pack has been purchased.

7.8 Any damages reported after 7 days from the date of damage.

7.9 Pack purchased without purchase of mobile device.

8. Cancellation

8.1 Cancellation & Refund is allowed as per Amazon terms and conditions for refunds/cancellations.

8.2 The user has to contact Amazon Customer Support to raise a return request.

8.3 Currently, cancellation of Acko All-Round Protection Pack is allowed within the period defined under Amazon Return policy. Thereafter, no cancellation is allowed.

8.4 If the user has lodged a claim or availed of any benefit under any of the Pack benefits, any time during the term of the pack, no refund will be available even during the free return period.

8.5 There is no refund under the pack after the expiry of the return period.

8.6 Refund is processed by Amazon.

9. General Conditions

9.1 Only one claim under accidental damage will be allowed per Mobile Equipment, irrespective of the decision(approved or repudiated) on the claim. However, multiple repair requests for in warranty repair are allowed.

9.2 As per discretion, Acko may provide either Replacement or cashless repair/reimbursement.

9.3 For Total loss scenario (where the Mobile Equipment repair cost is more than the depreciated value of the Mobile Equipment), the Market value will be reimbursed.

9.4 If the covered Mobile Equipment is not available, follow-up model (similar type) of similar structure/configuration (of similar quality) may be provided.

9.5 In case of Total loss, the settlement will be done in the form of Amazon Credits

9.6 Acko’s liability is only upto the Sum Insured.

9.7 The Mobile Equipment will be considered covered only when the Certificate of Insurance with IMEI number is published for the respective Mobile Equipment.

9.8 Acko All-Round Protection Pack can be availed only through Amazon (www.amazon.in) or Amazon App for select Mobiles equipments.

9.9 The pack is not valid for refurbished devices or second-hand devices or any purchase on Amazon without the purchase of the Mobile equipment.

9.10 A repair request should be raised on www.acko.com

10. Additional Information

10.1 In case the purchased mobile is replaced by Amazon, the user shall share the new IMEI with Acko. After confirmation, we will transfer the Pack benefits to the new device.

10.2 Accidental and Liquid Damage Protection coverage provided under the pack are complimentary and in addition to the coverage provided under the manufacturer’s warranty.

10.3 Acko All-Round Protection Pack is a charged-one-time product thus the user does not have to pay any charges if they raise a repair request

10.4 If Acko All-Round Protection Pack is purchased for someone else (family, friend, etc.), simply update the IMEI of the Mobile on Acko.com and the benefits shall be available for the Mobile for which the Pack has been purchased

10.5 All refunds in case of return of plan are processed by Amazon as per the Amazon Return/Refund policy.

11. Customer Consents and Confirmations

11.1 Further, the Customer has and hereby consents to the use of the Personal Information by Acko for the purposes of providing the various services under the Pack offered by Acko. Acko respects the privacy of the Customer and the confidentiality of Customer’s Personal Information so collected by Acko by itself or on its behalf and shall take all reasonable steps to protect it and maintain its confidentiality.

11.2 The Customer also hereby consents to the Personal Information being disclosed by Acko to any third party including any Service Partner of Acko who will be either providing the complimentary insurance or other benefit and/or services on each of the Plan(s) for the purposes of fulfillment of the services or if required by law.

11.3 The Customer expressly and without limitation, consents to Acko or its Service Partners recording phone calls between the Customer and Acko on the helpline numbers set out in the relevant Pack Terms in order for Acko 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.

11.4 The Customer acknowledges that Acko has the sole right to vary the features/benefits under the Pack or the amount or rate of the Pack Fee or part thereof, from time to time.

11.5 The Customer hereby provides his/her consent to Acko for appointing agents to collect amounts payable to Acko, as may be considered necessary in the sole discretion of Acko and which shall be at the sole risk and cost of the Customer.

11.6 The Customer acknowledges that Acko may engage third parties including Service Partners for the fulfillment of the services and the Customer hereby consents to Acko 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.

11.7 The Customer hereby consents to Acko identifying any service providers and/or products that may be of some interest to the Customer.

11.8 The customer also confirms that it won’t hold Acko or any of its Service Partners responsible for any loss of data, software or any other information including but limited to photographs or videos or messages stored in the Mobile Equipment or in an external memory card or SIM card or any other storage device in the Mobile Equipment after it has been picked up by the Acko or its representative or Service Partner for fulfilling the services covered under this Pack.

12. Definitions

12.1 Mobile Equipment or Mobile is the portable equipment specified in the Certificate of Insurance.

12.2 Date of delivery is the date on which Mobile Equipment was delivered as per Amazon records or 7 days from the date of purchase otherwise.

12.3 Physical damage is any externally visible destruction or deterioration of the Mobile Equipment impacting the functionality of the Mobile Equipment.

12.4 Liquid damage is the entry of any fluid or moisture into the Mobile Equipment, which has the effect of impeding its proper functioning.

12.5 Market Value means the fair market value of an insured Mobile Equipment, in a new/retail condition, as at the time of the loss or damage, less any potential salvage value and deduction applicable towards wear and tear and depreciation.

12.6 Sum Insured is the amount specified in the Certificate of Insurance against a benefit, which is Acko’s maximum liability for any and all claims made by the User.

12.7 Beyond Economic Repair or Total Loss is when the estimated cost for repair of the device exceeds the depreciated value (or fair market value) of the mobile it is termed as Beyond Economic Repair or Total Loss. In such cases, it is prudent to refund the Depreciated Value as per grid under Clause 4.1 above (or Fair Market Value) to the user instead of repairing the device.