TOUCHWOOD FURNITURE CARE AND PROTECTION PLAN

TERMS AND CONDITIONS

These terms and conditions ("Terms") govern the Touchwood Furniture Care and Protection Plan ("Plan") purchased in respect of eligible furniture ("Covered Furniture") by the customer ("Customer") and administered by Solvy Tech Solutions Private Limited ("Zopper" or "Service Provider"). The Plan is a service and maintenance arrangement and does not constitute an insurance policy or contract of insurance.

The Plan provides and includes (a) Annual Maintenance Service (“Annual Maintenance Service”) (b) Incidental Damage Cover (“Incidental Damage Cover“) and (c) Premium Benefits (“Premium Benefits”), each subject to these Terms (collectively, the “Plan Benefits”).

SECTION 1: ELIGIBILITY AND PURCHASE OF THE PLAN

1.1 The Plan may be purchased in respect of eligible furniture purchased from a retailer or other sales channel participating in the Plan.

Unless otherwise expressly provided under these Terms, the Plan may be purchased through either:

(a) In-Store Enrolment: The Plan may be purchased at the time of purchase of the furniture from a participating retail outlet. Upon successful enrolment, an instant digital confirmation of the Plan shall be issued to the Customer through SMS, QR code or such other mode.

(b) Post-Purchase Enrolment: Where the Customer does not purchase the Plan at the time of purchase of the furniture, the Customer may purchase the Plan within one (1) year from the date of purchase of the furniture through (i) the Touchwood website (ii) participating retailer or (iii) such other channel as may be made available by Zopper, subject to the following:

(i) the purchased furniture shall be subject to inspection by Zopper or its authorised service provider;

(ii) an inspection fee of ₹999 inclusive of GST, shall be payable by the Customer;

(iii) where the Customer proceeds with purchase of the Plan following inspection, the inspection fee shall be adjusted against the applicable Plan Fee; and

(iv) Zopper may decline activation of the Plan where the purchased furniture does not satisfy the applicable eligibility or inspection requirements.

1.2 The Plan shall apply only to the Covered Furniture identified and registered under the Plan based on the applicable purchase invoice, product description, model/product code, serial number, SKU or such other identification details as may be applicable to the Covered Furniture.

1.3 The Customer shall retain the purchase invoice for the Covered Furniture and proof of purchase/activation of the Plan and provide the same where reasonably required for verification or availing benefits under the Plan.

1.4 Any incorrect information registered under the Plan, including but not limited to the Customer's details, product description, model/product code, serial number, SKU, purchase date or invoice details, must be notified to the Service Provider within seven (7) days of activation of the Plan as per the communication channels as mentioned hereinafter in the Terms.

SECTION 2: PLAN PERIOD

2.1 Subject to these Terms, the Plan shall remain valid and enforceable for a period of five (5) years commencing from the date of activation of the Plan of the Covered Furniture ("Plan Period") after which all coverage benefits, claim entitlements, and protective provisions shall automatically terminate and cease to be applicable

2.2 No unused benefit or service entitlement under the Plan shall: (a) carry forward beyond the Plan Period; (b) be exchanged for cash; or (c) entitle the Customer to any refund or monetary compensation, unless expressly stated otherwise under these Terms or required under Applicable Law.

2.3 The Plan shall automatically expire on the expiry of the Plan Period.

2.4 The Plan shall be purchased through a one-time payment, and no renewal shall be required or permitted during the Plan Period. Once activated, the Plan shall not be eligible for cancellation or refund, except in accordance with Zopper’s discretion.

SECTION 3: COVERAGE AND PLAN BENEFITS

3.1 Subject to these Terms, the Plan further includes the following benefits in relation to the Covered Furniture during the Plan Period:

(a)ANNUAL MAINTENANCE SERVICES

The Customer shall be entitled to one (1) scheduled maintenance visit during each year of the Plan Period. Service requests shall be accorded a priority response within 24–48 hours, subject to these Terms. Any Annual Maintenance Service if not availed during any relevant year shall be lapsed and shall not be carried forward to any subsequent year.

The annual maintenance includes the following 10 (ten) set of services, depending upon the nature and material of the Covered Furniture:

Labour charges for eligible Annual Maintenance Service shall be included under the Plan and no separate labour charge shall be payable by the Customer on such visit.

(b)PREMIUM BENEFITS

Subject to these Terms and the applicable entitlement specified for each benefit, the Plan includes the following Premium Benefits:

(c) INCIDENTAL DAMAGE AND REPAIR BENEFITS

Subject to these Terms, the Plan provides repair/service assistance in relation to eligible incidental damage to the Covered Furniture occurring during the Plan Period.

For the purposes of these Terms, "Incidental Damage" means sudden and unintended physical damage to the Covered Furniture arising from an identifiable event during ordinary household use, subject to the exclusions under these Terms, and includes the following four (4) categories of services:

(i) The Cost of Labour, inspection and diagnosis shall be included under the Plan; and

(ii) In case replacement of any part is required and is eligible under the Plan, the applicable replacement-part cost shall be borne by the Customer at the discounted rate of up to 50% off, as applicable to the relevant replacement part. The applicable cost shall be communicated to the Customer prior to undertaking such replacement.

SECTION 4: EXCLUSIONS

The Plan expressly does not provide coverage, compensation, protection, reimbursement or service benefits for the following conditions, damages or circumstances:

4.1 Pre-Existing Damage

Any and all damage, defect, deterioration, infestation, staining, structural issue or other condition existing prior to activation of the Plan or identified during a post-purchase inspection.

4.2 Manufacturing and Inherent Defects

Manufacturing defects, workmanship defects, design defects, inherent material defects or any matter falling within the manufacturer's or seller's warranty.

4.3 Intentional or Negligent Damage

The Plan expressly excludes coverage for damages resulting from:

•Intentional actions, wilful misconduct, or deliberate misuse of the Covered Furniture

•Wilful neglect, reckless behaviour, or gross negligence on the part of the Customer or authorized user

•Deliberate exposure to hazardous conditions or substances

4.4 Natural or Catastrophic Events

The Plan shall not extend coverage for damages arising or resulting from:

•Natural disasters, including but not limited to earthquakes, floods, tsunamis, hurricanes, tornadoes, or severe weather phenomena

•Fire or combustion incidents

•Lightning strikes or electrical surge damage

•Explosions or blast damage of any nature

•Civil unrest including riots, strikes, civil disturbances, or public agitation

•Acts of vandalism or intentional destruction by third parties.

4.5 Mysterious Disappearance and Theft

The Plan shall not provide coverage for any loss, disappearance, or damage occurring under mysterious, unexplained, or undocumented circumstances, including but not limited to theft, larceny, burglary or unauthorized appropriation of the Covered Furniture.

4.6 Time-Barred Claims

Claims under Plan, must be reported to the Service Provider within 48 hours from the date of the incidental damage. Any claim reported after expiry of the applicable reporting shall not be eligible under the Plan.

4.7 Unauthorized Service Facility Repairs

The Plan shall not provide coverage or compensation for any repairs, maintenance procedures, restoration work, or technical interventions performed at unauthorized, unlicensed, or non-affiliated service facilities, repair shops, or technical centres not formally authorized or designated by Zopper.

4.8 Non-Transferability of Plan and Covered Furniture

The Plan is applicable only to the original Covered Furniture in respect of which the Plan was purchased and activated and shall not be transferable to any other furniture, product or person. Any repair, service or benefit claimed in respect of any product other than the original Covered Furniture, or following any transfer of the Plan to another product or person, shall not be eligible under the Plan.

4.9 Claims Subject to Verification

All claims under the Plan shall be subject to inspection and verification by a Zopper-authorised technician prior to provision of any service or benefit. If, upon such inspection or verification, the claim, damage, defect or service request is determined not to qualify for coverage under the Plan or does not satisfy the applicable eligibility conditions, such claim shall not be Eligible under the Plan and Zopper shall have no obligation to provide the relevant service or benefit.

SECTION 5: CLAIMS REGISTRATION AND PROCESSING PROTOCOL

The Customer may register a service/claim request through any of the following channels:

5.1 Claim/Service request Registration Methods

Telephonic Communication

● Contact the dedicated customer support hotline at: +91 85100 21818

● Available during stipulated business hours: Monday through Friday, 10:00 AM to 06:00 PM IST

Electronic Mail Communication

● Submit detailed claim documentation via email to: care@mytouchwood.com

WhatsApp Messaging Service

● Initiate request service/claim registration via WhatsApp: +91 89298 16876

Website Link

● https://www.mytouchwood.com/

5.2 Claims Processing Protocol

Step 1: Formal Request Initiation

The Customer shall initiate the claims process by raising a formal request through any of the aforementioned communication channels, providing comprehensive incident documentation and Covered Furniture identification particulars including:

● Customer name and contact details

● Details and model of the Covered Furniture

● Purchase invoice and Plan details

● Date, approximate time and description of the incident

● Photographs/video of the damage.

Step 2: Documentation and Information Submission

The Customer shall submit all requisite details and supporting documentation as requested by the claims administration authority.

Step 3: Assessment and Inspection

Following receipt of all required information and documentation, Zopper shall endeavour to arrange for a technician to inspect the Covered Furniture within seventy-two (72) hours, subject to technician availability, serviceability of the Customer’s location and circumstances beyond Zopper’s reasonable control.

Step 4: Approval of Claim

Approval of a claim/service request shall be subject to physical inspection and verification of the Covered Furniture. Where any replacement part, material or service requires payment by the Customer under the Plan: (a) the applicable amount shall be communicated to the Customer before commencement of the relevant work; and (b) such work shall be undertaken only upon the Customer's approval of the applicable charges.

Step 5: Furniture Restoration and Delivery

Once approved, the applicable repair or service shall be undertaken: (a) at the Customer's premises; or (b) at an authorised/designated service location, as reasonably determined based upon the nature of the Covered Furniture and required repair. Any estimated repair or service timeline shall be indicative and may vary based on: availability of parts/material; technician availability; logistics; location; technical requirements; or circumstances beyond the reasonable control of Zopper. Where an identical part, material, fabric, colour, finish or component is unavailable or discontinued, Zopper may use a reasonably comparable or functionally equivalent substitute, subject to availability. Exact matching of colour, texture, grain, finish or appearance is not guaranteed.

Upon completion of repair and restoration procedures, Customer shall be notified to collect or receive the Covered Furniture in accordance with the applicable service process. If any supplementary components or parts require additional repair beyond the scope of the Plan, such charges shall be separately communicated to and approved by the Customer.

SECTION 6: CUSTOMER RESPONSIBILITIES AND CONSENT

6.1 The Customer shall:

(a) provide accurate and complete information;

(b) provide reasonable access to the Covered Furniture for inspection and service;

(c) take reasonable precautions to prevent further damage after an incident;

(d) not intentionally alter, dismantle or repair the Covered Furniture before assessment where such action may affect Zopper's ability to determine the cause or extent of damage, except where reasonably necessary for safety;

(e) follow reasonable care and maintenance instructions communicated by Zopper or its authorised service provider;

(f) pay any applicable customer contribution or replacement-part cost communicated under the Plan; and

(g) provide reasonable cooperation and documentation required to assess the service request.

6.2 The Service Provider may reject any claim/service request where, following reasonable verification, it determines that the request is fraudulent or based upon materially false, fabricated or misleading information or documentation. Any rejection shall be communicated to the Customer together with the principal reason for rejection.

6.3 By purchasing or using the Plan, the Customer acknowledges that Zopper, may collect, use, process and share personal information, including the Customer’s name, contact details, Covered Furniture details, Plan details, repair and service history, and other information collected in connection with the Plan, for the purposes of administering the Plan, processing service requests, providing repair and support services, ensuring service quality, communicating with the Customer and complying with Applicable Law. Zopper may share such information with retailer, authorised technicians, logistics partners, affiliates and other authorized service providers only to the extent necessary for providing the services under the Plan. All personal information shall be processed in accordance with Applicable Law and Zopper's applicable Privacy Policy, as amended from time to time.

SECTION 7: LIMITATION OF LIABILITY AND DISCLAIMER OF WARRANTIES

7.1 To the maximum extent permitted by Applicable Law, the Service Provider's obligations under the Plan are limited to providing the repair/service benefits expressly set out in these Terms. The aggregate liability of the Service Provider shall not exceed the Plan Fee paid by the Customer, except where such liability cannot be excluded or limited under Applicable Law.

7.2 The Service Provider shall not be liable for indirect or consequential losses arising from the inability to use the Covered Furniture during the repair period, except to the extent such liability cannot lawfully be excluded.

7.3 Nothing in these Terms shall exclude or restrict any liability or consumer right that cannot be excluded or restricted under Applicable Law.

7.4 The Plan is separate from, and does not replace or extend, any manufacturer warranty applicable to the Covered Furniture. Manufacturing, design or inherent defects, product recalls and other matters covered under the manufacturer warranty are not covered under this Plan and shall be addressed in accordance with manufacturer/retailer’s applicable warranty terms.

7.5 Zopper administers and facilitates the services under the Plan. All the physical inspections, maintenance and repairs are performed by technicians, vendors or other authorised service providers and Zopper does not itself manufacture the Covered Furniture or its components or undertake the physical repair of the Covered Furniture.

SECTION 8: GRIEVANCE REDRESSAL

In case of any grievance, you can reach out to care@mytouchwood.com with the details of the concern.

SECTION 9: GOVERNING LAW AND DISPUTE RESOLUTION

9.1 These Terms shall be governed by the laws of India. The parties shall endeavour to resolve any dispute or grievance amicably through the grievance redressal mechanism set out below:

Email: care@mytouchwood.com

9.2 Subject to the rights and remedies available to the Customer under the Consumer Protection Act, 2019 and other Applicable Laws, the courts having jurisdiction under Applicable Law shall have jurisdiction in relation to disputes arising from the Plan.

SECTION 10: GENERAL TERM

10.1 Zopper may amend or update these Terms from time to time and notify the same to the Customer through such mode of communication as may be notified by Zopper. Any such amendment or update shall apply prospectively and shall not adversely affect any benefit already accrued or claim already registered prior to the effective date of such amendment, except where required under Applicable Law.