Frequently Asked Questions

Yes, InfyShield Extended Warranty Service Plan covers all internal electrical and mechanical parts which are necessary for the product to function when you use your product with care and under your manufacturer’s operating guidelines & environment.

It is important for you to know that damages or defects caused by unauthorized repair, incorrect installation, theft, burglary, accident, negligence, intentional damage, abuse or misuse of the product, fire, use on an incorrect voltage, power dips, poor environmental operating conditions, household pets, rats, cockroaches or any other animals or insects, Force Majeure etc. are not covered.

The Extended Warranty Service plans also do not cover accessories, consumables, external items etc. e.g. external cables, toner, cartridges, batteries, chargers, adapters etc. Specific exclusions related to certain products may also apply.

You must read the terms and conditions of your Service Plan before requesting for service. Those services and parts which are not covered in part or full in the Service Plan are charged extra.

For any doubts or clarifications, please feel free to contact us.

We all love our products and take care of them but there are unforeseen situations when despite due care, accidents happen. In many a situations, the products get damaged.

Even during Warranty period, the damages due to an accident are not covered by the manufacturer of your product; and the repair costs are high. It may also happen the product may become irreparable or it is economically unviable to get the product repaired.

These InfyShield Accidental Damage Protection Service Plans are Great Solution for you; especially for products that are portable e.g. Mobile Phones, Tablets, e-book Readers, Laptops, Cameras etc. and are a MUST have.

As the Service Plan type suggests, InfyShield Accidental Damage Protection (ADP) takes care of product malfunction when they are damaged due to an accident.

These plans also cover all internal electrical and mechanical parts which are necessary for the product to function but the cause of their malfunction is an established condition of an accident.

The plans also do not cover accessories, consumables, external items etc. e.g. external cables, toner, cartridges, batteries, chargers, adapters etc. Specific exclusions related to certain products may apply. You must read the terms and conditions of your Service Plan before requesting for service.

I noticed there is a InfyShield Screen Damage Protection (SDP) Service Plan also? What is that and how is it different from Accidental Damage Protection Service Plan?

A Great observation indeed. We have curated Service Plans suiting various needs of our esteemed customers.

The SDP covers the most failing parts in situations of the accident i.e. the Display / screen. You know that the cost of the Display or the screen is much higher than any other part (in many cases it is more than 2/3rd of the cost of the whole product). In general, the SDP covers the Display / screen only while ADP covers all other internal parts of the products (please refer to the answers under section ADP and also refer to the service plan details as there may be multiple options).

This is an important question. Here's what you should consider:

• Review whether you actually need a service plan e.g. you should check whether your product is covered under some other service plan or insurance.
• Short term service plans are costlier. For example, a one year extended service plan and renewing it for another year will be costlier than directly buying a 2 years Extended Warranty Service Plan.
• Buy the service plans at the first available opportunity. The Accidental Damage Protection plan cannot be purchased at a later date and buying the Extended Warranty Plan at the time of product purchase will be cheaper than buying the same towards the end of the standard warranty period.
• Look at the profile of the promoters of the warranty provider. Professionals in the customer service industry will be most suited to understand your service needs. Don't fall for the wrong warranty service provider.
• Be careful and read all inclusions and exclusions i.e. what is covered and what is not covered under your selected InfyShield Service Plan.

If you have any questions or concerns, you must share them with us. You should buy the Service Plans only after assuring yourself on your purchase.

All Extended Warranty Service Plans can be purchased only within a specified limit, normally within 6 months from the date of purchase of your product.

All Accidental Damage Protection or Screen Damage Protection Plans or any plans which have such coverage can be bought only on the same day of product purchase; and must not be damaged or defective at such time.

We recommend you to buy InfyShield at the very first available opportunity i.e. at the time of purchasing your product itself to save costs.

The whole objective of InfyShield Service Plans is to provide you uninterrupted services to your product in case it develops a defect or is accidentally damaged.

Services under InfyShield Extended Warranty Service Plan commence from the very next day when your product manufacturer's warranty expires.

Services under Accidental Damage Protection / Screen Damage Protection Plan commences in 7-15 days (please check the terms at the time of buying the service plan) from the date of purchase of your product unless your product is already covered for Accidental Protection by the manufacturer. In such a case the Accidental Damage Protection Plan shall also start from the very next day the manufacturer’s coverage expires.

It is simple but before you panic and call us, we recommend you to check that the malfunctioning of your product is not due to external sources like network signals, incorrect settings, internet connectivity, improper power supply etc. This will help you resolve the problem quickly.

If your equipment still malfunctions, please contact our Service Desk as per details mentioned in the Contact Us section of our website or on the InfyShield Plan you have purchased.

If your equipment is damaged due to accidental damage, please contact our Service Desk.

A small service order charge or deductible is due to be paid in certain Service Plans.

After receiving your service request, we will respond quickly to solve the problem through our call centre. If the problem is not solved, we will depute our technician to visit you (in case of On-site Service Plan) or you will have to take your product along with a copy of proof of this plan to the nearest authorized service center (in case of Carry-in Service Plan) or arrange a pickup as it may be applicable.

Please Note: Do not carry your product directly to any service centre whether or not authorized by us without prior approval of our Service Desk. This is to ensure you get services to the best of our efforts and updated contacts list.

Yes, registration is mandatory for us to know your product description, product purchase details, your contact details, location, warranty start & end dates etc. This ensures that we will be able to plan and equip ourselves to deliver you excellent service as and when you need it.

You should register your service plan at the very first available opportunity which may be at the time of purchase of InfyShield and you must register within 3 business days of purchase of InfyShield to get uninterrupted services. The onus of registering your products with all documents and complete & correct information lies solely with you. We are not obligated to provide services or make a refund to the products whose InfyShield Service Plan is NOT registered with us within specified timelines under any conditions.

Registration can be done by any of the following simple ways:

• By visiting the Register section on our website – https://www.infyshield.com
• By sending the registration form along-with a copy of the invoice of your product and the service plan through an email at - register@infyshield.com
• By sending Registration Form along-with a copy of invoices of your product and the service plan by Pre-Paid Post / Courier to our Registration Department.

If you have any questions or concerns, you must share them with us. You should buy the Service Plans only after assuring yourself on your purchase.

To register your InfyShield Service Plan, we will need a clear Photo / scanned copy / a photocopy of

• The Product Purchase Bill / invoice of the purchase of your product which should have the product details including Purchase Price (Including Tax), Serial Number, IMEI number (if applicable), make, model etc.
• A copy of proof of purchase of InfyShield in case you bought it as a standalone product
• Serial number plates of your product
• Separate details of associated product is necessary e.g. Monitor Unit with a Desktop Computer, Indoor Unit of a Split Air Conditioner if bought together with the Outdoor Unit Stabilizer etc.

If you have any questions or concerns, you must share them with us. You should buy the Service Plans only after assuring yourself on your purchase.

We recommend you going through your InfyShield Service Plan as these vary. In some of the plans, you may avail multiple services while some are limited with numbers and / or by the value.

This is an unlikely situation because services are normally rendered by Brand Authorised / Technically competent Service Centres only. However, in such a situation, we will replace your product with an equivalent model with similar or better specification of same or similar make at our own discretion as per terms and conditions of the Service Plan document, whose value cannot be more than “the original product purchase price or the prevailing market price of such a product” minus the cost of services already delivered; the depreciation & salvage value will apply as per your service plan.

We are thankful for your faith in InfyShield but regret to inform you that InfyShield Service Plans can be purchased for products purchased in India only and those which have manufacturer's warranty coverage available in India. However, please leave the description of your product including make, model, serial number, product condition, your contact details etc. in our Contact Form. We will contact you once we have a solution for you.

Yes, sure. Longer plans are always cheaper to buy. We recommend you to opt for the longest option available. Please check the options when you buy the service plan.

Each service plan comes with clear terms and conditions. We advise you to read the service plan terms and conditions carefully. In case of any assistance, please feel free to get back to us.

The Service centres by Infinity are selected with due care who are competent to repair your products. We strongly advise you not to opt for any service centre who is not assigned or authorised by us while taking service. The deviation might result in delay or denial of the claim.

We provide very easy and omni-channel support options. You can reach us through Phone, email, BoT, Website and other communication mediums. Please use the communication method as described on your service plan copy or as per latest communications from us / as per the website.

All InfyShield service plans by design are only for products which are used for personal / domestic use unless specified by us. You must therefore be very careful while opting / selecting the service plan as to its end usage. In case of any doubts, it is a better idea to check with us before making a purchase decision so as to avoid a denial of a claim.

The service delivery depends upon availability of service centres in your area. The services for remote / un-represented areas are dealt in the same manner as the manufacturer of your product delivers such service in warranty or out of warranty. In special situations, we on the best efforts basis may deliver services in such areas which attract extra charges. There might also be some extra time required to service your product.

The standard answer is NO but under exceptional circumstances, we at our sole discretion may permit the same. We do advise that the owner of the product should only use the product and seek a claim. However, if you have sold a product to another person, then the transfer is not permitted.

Yes, charges may apply on a case to case basis for approved transfer of the service plans which may be at 10% of the service plan value subject to a minimum of Rs.2,000/- under the condition that no claim has been made during the elapsed period and that; you have not sold the product.

This is an unusual situation and we do not come across such requests. Under certain Service Plans, we do offer a free-look-up period of 7 days; beyond which can neither be cancelled nor be refunded in part or full.

Yes, we do offer special services. Do reach out to our support team. Please note that Service requests which are not as per the service plan are charged extra on a case-to-case and best efforts basis.

We are always delighted to offer Loyalty and rewards programs. Do keep your contact details always updated with us so that we can send upcoming & running promotions, programs and rewards. We also advise you to keep visiting our website for latest programs.

This is not a desirable situation. We advise you to store all documents carefully including Purchase Invoice / Bill, Delivery Challans, Warranty Cards, OEM Warranty Registration, Product Serial number plate etc.

We recommend our Great solution; InfyVault for storing all such documents, photos etc. for future usage and retrieval. You can subscribe to the same at

https://www.infyvault.infyshield.com.

Thank you for showing your interest in working with us. We are always delighted to expand our professional partners network. You can associate with us as:

• InfyShield Reseller or distributor or freelance seller
• Repair partner if you have professional repair centre
• Pick-up, Logistics, Parts management, Warehousing or any other services

Please feel free to contact us at partners@infinityassurance.com

You can visit the careers section of our website https://www.infinityassurance.com or submit your details profile with current / last CTC details, location, role that you want to apply for etc. at hrteam@infinityassurance.com