Frequently Asked Questions

No, this service plan is strictly a commercial service contract and does not constitute an insurance policy. It does not provide direct financial payouts against general product damage or malfunction. Its operational obligations are confined strictly to facilitating the repair, replacement, or servicing of your registered device.

You can choose from separate protection plan types depending on your coverage needs:

• Extended Warranty Protection Plan (EW): Delivers coverage against electrical or mechanical breakdowns, defects, or internal malfunctions under normal operating conditions after your original manufacturer’s warranty period has expired.
• Screen Damage Protection (SDP): Safeguards your product's display screen against sudden, unforeseen physical damage from accidental external drops or impacts under normal working conditions.
• Accidental Damage Protection (ADP): Provides broad protection against sudden and unforeseen external physical damage, including accidental drops, structural impacts, and unexpected liquid spillages like water, tea, or coffee.
• Combo Protection Plan (CPP): Bundles two or more standard covers (such as combining an Extended Warranty with Accidental Damage Protection or with Screen Damage Protection) into a single plan for broader peace of mind.

The protection plan covers an extensive array of electronics devices and appliances used for domestic and personal purposes, including:

Smartphones, Tablets, Laptops, Desktops, Televisions, Home Theatres, Kitchen and Household Appliances, Personal Grooming Devices, Fitness Equipment, Security Surveillance Systems, Power Backup Products, etc.

To be eligible for protection, your device must satisfy the following rules:

• It must be a brand-new product whose original manufacturer's warranty has not been activated prior to the plan purchase date for Damage Protection Plans.
• It must be purchased within India, carry a genuine Purchase Bill / Invoice containing a valid GST breakdown, and possess an active Manufacturer Warranty of at least One Year.
• The product's Manufacturing Date must fall within a maximum of One Year from the date of its commercial purchase.
• It must be designated exclusively for personal, residential, domestic, or household use.

No, items categorized as Pre-Owned, Refurbished, Unbranded, Locally Assembled, or Imported are completely excluded from coverage. Additionally, products covered under supplier-only warranties, those bought in secondary sales (i.e., under any buy-back scheme), or models currently undergoing an active manufacturer recall are ineligible.

The maximum combined period of coverage (which includes the original manufacturer’s warranty period calculated from the date of purchase) is strictly capped as follows:

• Mobiles, Tablets, and Wearables: A maximum combined limit of 2 Years.
• Laptops and Desktops: A maximum combined limit of 4 Years.
• Large Appliances: A maximum combined limit of 5 Years.
• Other Appliances and Gadgets: A maximum combined limit of 3 Years.

Yes, registering your protection plan is absolutely mandatory. Activation must be initiated and completed within 7 days of your product's purchase date. For genuine, documented delays, the company may extend this registration window up to a maximum of 15 days.

You will be required to provide:

• Product purchase invoice
• Product serial number or IMEI number
• Product Serial Number plate photo
• Protection plan purchase details
• Customer contact information
• Warranty Activation Proof (depending upon product / brand), etc.

Unregistered or inactivated service plans are automatically treated as cancelled by the system. In such cases, the company is completely absolved of any service or repair obligations, and no financial refund of the plan fee will be due.

Yes, you can purchase an Extended Warranty Protection Plan after the initial device purchase, provided your device is within its first 9 months of original purchase and has not suffered any prior damage, malfunction, or loss.

No, Accidental Damage Protection (ADP), Screen Damage Protection (SDP), and Combo Protection Plans (CPP) cannot be purchased later. They must be acquired on the exact same day or alongside your original product purchase.

Yes, minor and reasonable corrections that do not change the underlying product model, its purchase price, or the plan type can be adjusted within 7 days of receiving your initial Registration Acknowledgement. Any change requests made after this 7-day period will not be binding on the company.

Coverage applies to all integrated internal spare parts standard to the product at its time of purchase that are required for normal operations. This includes components like:

Motherboard (mainboard), processor (CPU), RAM modules, LED/LCD display modules, touch panels, built-in camera modules, charging modules, ports, power supplies, speakers, micro-sensors, and default internal wiring.

No, the Extended Warranty structure strictly protects against internal mechanical or electrical breakdowns under normal operational use. Any defect or component failure directly resulting from liquid spillage, food stains, physical impacts, or drops is excluded from the Extended Warranty plan.

No, the plan completely excludes any performance or structural deterioration caused by normal wear and tear. This includes parts slowly losing operational efficiency over time, keyboard keys becoming less responsive, screen brightness naturally dimming, loose device hinges, naturally wearing printer rollers, or loose gaskets.

No, cells and batteries are classified as consumables and are completely excluded from coverage across all plans. This exclusion applies even if the battery capacity naturally drops over months of use or if the battery requires mandatory replacement due to an accident.

No, gas filling or gas top-up charges due to any reason are categorized as cosmetic or consumable exclusions and are not covered under the protection plan.

All external items, peripherals, and standalone accessories are excluded. This includes power adapters, external chargers, headphones, external storage drives, standalone voltage stabilizers, UPS systems, remote controls, connecting audio-visual cables, memory cards, and appliance attachments like external mixer jars or cutting blades.

No, the plan does not cover product issues, performance degradation, or damages caused by operating systems (OS), anti-virus tools, application software, firmware, or malware infections. Device configurations, user training, and general data backups are also excluded.

Component failures or system defects occurring within the first 15 days of a product's purchase are classified as Dead-on-Arrival (DOA) or Early-Life-Failures. These issues must be handled directly by the original manufacturer and are excluded from this service plan.

No, any performance failure or component breakdown resulting from severe power surges, sudden electrical dips, voltage fluctuations, or improper home earthing is excluded. You are advised to always use appropriate external voltage stabilizers or surge protectors.

No. InfyShield plans are designed exclusively for personal, household, domestic, and residential use.

Yes, a device used within a private residence for occasional remote work, freelance activities, or work-from-home tasks is covered under the "Home Office Clarification" rule. However, it must remain under your personal ownership, must not be used to provide paid services directly to third parties, and the intensity of use must match standard residential limits.

You must notify the InfyShield Customer Care team immediately by phone, email, or through the self-help portal on the official website. You must never take your product directly to an unauthorized or authorized service center without obtaining a prior approval case ID from the help desk, as independent claims will not be entertained.

• Can I directly visit a service centre? We recommend contacting InfyShield first and obtaining service authorization before visiting any service centre.
• How do I request service? You can raise a service request through Customer Care, Email Support, the Website, or our Mobile Application/Self-Service Portal (where available).

Depending on the nature of the request, you may need to provide:

• Product invoice
• Plan registration details
• Serial number or IMEI
• Photographs or videos
• Incident description
• Identity verification documents

Yes. Coverage is strictly limited to accidental screen/display damage. Minor cosmetic scratches or marks that do not affect the operational functionality of the display are generally not covered.

An aggravated loss occurs when a device's damage or breakdown is worsened because you continued to use the item after the initial malfunction, delayed reporting the fault, or failed to apply basic preventive measures. Plan coverage is strictly limited to the original damage assessed at the time the issue first occurred; any secondary or aggravated damage is entirely excluded.

Not necessarily. Certain products or remote locations may attract additional logistics or transportation charges. Repair timelines depend heavily on the product type, extent of damage, spare part availability, service centre workload, customer location, and courier logistics timelines.

Requests filed under an Extended Warranty Plan (EWS) are completely free of Service Order Charges. However, claims filed under ADP, SDP, or CPP require a non-refundable Service Order Charge paid at registration based on your product’s original price band:

Onsite technician service is standard for qualifying products. However, if your product's location is more than 30 kilometers away from the nearest Authorized Service Centre, you must either personally transport the item to the center at your own risk/cost or agree to directly pay for the additional travel and incidental expenses required to send a technician to your remote location.

General transit and transportation damages are excluded under general rules. For company-authorized pickup and delivery services, the total liability of InfyShield or its logistics partner for transit mishaps is strictly capped at a maximum of Rs. 3,000 or the current market value of the product, whichever is lower. You are encouraged to buy an independent transit insurance policy at your own expense for highly valuable items.

A product is declared Beyond Economical Repair (BER) or a "Total Loss" when the authorized repair cost estimate exceeds the depreciated market value of the product based on its Prevailing Market Price.

When a device cannot be repaired or spare parts are permanently unavailable, the maximum monetary payment (Service Benefit) is calculated based on the lower of the product's purchase price or prevailing market value. From this final amount, the company subtracts the cost of any repair services already delivered under the plan, followed by an age-based depreciation deduction.

Depreciation is applied from the original device purchase date to the exact date your service request is officially registered according to the following schedule:

Yes, if you fail to return the original retail packaging box or materials for smartphones, tablets, laptops, personal gadgets, or cameras, a mandatory deduction of Rs. 500 or 2% of the Original Product Purchase Price (whichever is higher) will be subtracted from your final settlement.

Once a replacement model is provided or a monetary Service Benefit payment is executed, it constitutes a full and final settlement, and your service plan automatically terminates. The damaged device and all its old recoverable internal components immediately become the sole property of InfyShield, and you must surrender complete physical possession to the company.

If a product repair is delayed for more than 45 days at an authorized service center, InfyShield may, at its sole discretion, settle your service request by directly paying you or the service center the monetary value of the approved repair estimate to conclude the case.

If the original brand winds up its service operations, ceases to respond, or refuses to deliver service at your location, InfyShield will make reasonable efforts to source repairs through local providers. If local repair is entirely impossible, the maximum liability is limited strictly to a full refund of the service plan fee you paid to buy the plan, minus the cost of any previously delivered or attempted services.

The Free-Look Period allows you to cancel and terminate the service plan within 7 business days of its initial purchase. Doing so within this window entitles you to a full refund of the plan fee. To initiate a cancellation, you must submit a written notice along with your certificate to your original point of purchase or contact InfyShield via email or the website. No cancellations or refunds are permitted after 7 business days have passed.

Yes, the company may cancel the plan at its sole discretion by providing you with a 15-day prior notice in writing to your last known address, after which you will receive a pro-rata refund of your fee minus the cost of services already delivered. Additionally, immediate termination without a refund occurs if fraud, attempted theft, misrepresentation, or deliberate non-disclosure of commercial device usage is detected.

Yes, personal and product data is collected, processed, and maintained with reasonable care in accordance with applicable data protection laws in India, including the Digital Personal Data Protection (DPDP) Act, 2023.

No, you are solely responsible for fully backing up, securing, and completely removing all confidential or personal data from the device before handing it over for service. The company and its authorized partners accept no liability for any loss, corruption, or compromise of data, applications, or software during diagnosis, repair, or transit.

If a dispute arises, both parties agree to first make sincere efforts to resolve the matter amicably through internal support and escalation channels within a 30-day window. If mutual discussions fail, either party may refer the matter to arbitration.

The case will be decided by a Sole Arbitrator appointed in accordance with the Arbitration and Conciliation Act, 1996, conducted in English, with the exclusive seat, venue, and legal jurisdiction set in New Delhi, India. Service delivery to your device will be suspended while a dispute is active.

You can connect with our support desk anytime via the information below:

• Customer Care Phone Number: +91 9911 33 2320
• Email Support: care@infyshield.com
• Official Website: www.infyshield.com