Terms Of Service (Brief)

Read the detailed version here.

WHAT IS ONSITEGO EXTENDED WARRANTY?

OnsiteGo Extended Warranty replicates and extends the manufacturer’s warranty. That means that if your device suffers a malfunction or breakdown, we will repair or replace it for you. We bear all the costs required to fix it. We do all the legwork required for fix it. You use the device with tender love & care; We fix the device with same tender love & care.

OnsiteGo Extended Warranty offers coverage for all your Mobiles, Tablets, Laptops, Cameras, Air Conditioners, Washing Machines, Televisions and Small Appliances.

You can opt for OnsiteGo Extended Warranty for your device up to 30 days before the expiry of the manufacturer’s warranty.

WHAT ARE THE AWESOME BENEFITS OF ONSITEGO EXTENDED WARRANTY?

OnsiteGo Extended Warranty comes with a host of features that are designed to not only safeguard your device, but also save you from the hassle of getting your device repaired

1) Maximum Coverage: OnsiteGo Extended Warranty replicates the manufacturer’s warranty for up to 4 additional years after its expiry for qualified products. This ensures that your device is covered throughout its life cycle.

2) Cashless: This program is completely cashless. There are no hidden fees or charges.

3) All costs are covered: Whether it is costs of repairs, labour, transportation or taxes, we cover all the charges associated with repairing your device. You pay nothing.

4) Free Pick & Drop or At-Home repairs: Whether it means picking up your device or sending a technician at your home to repair your device, we will ensure that you never have to interact with a Service Centre ever again.

5) No Paperwork Required: OnsiteGo Extended Warranty has a hassle free process to file a Service Request. All you need to do is provide us a copy of the purchase invoice bearing the IMEI/Serial Number. You don’t have to submit any other document or fill up any forms.

6) Genuine Spare Parts guarantee: Your devices will be repaired by trained personnel and using genuine spare parts every single time.

7) No Depreciation: We will cover the full value of the device till the end of the plan.

8) Repair or Replacement guarantee: We understand that you cannot stay without your device for a long time; hence we guarantee that your device will be repaired and returned to you in a specified amount of time. If we cannot repair the device within time, we will give you a replacement. Free of Cost. Refer to the Service Assurance section below.

9) Preventive Maintenance: We understand that your Air Conditioners and Water Purifiers need to be serviced regularly, hence we will service them for you free of cost.

TERM OF EXTENDED WARRANTY

You can opt to protect your device for up to 4 additional years. The term of the Extended Warranty available is based on what the normal life cycle of the device is supposed to be. While opting for Extended Warranty for your device, please keep in mind that the total term of the manufacturers’ warranty and Extended Warranty does not exceed 5 years.

For e.g.: If your Air Conditioner has 1 year manufacturers’ warranty, you can opt for Extended Warranty for up to 4 additional years. However, if your Air Conditioner comes with 2 years manufacturers’ warranty, you can opt for Extended Warranty for maximum 3 additional years.

Category 1 Year 2 Year 3 Year 4 Year
Air Conditioners
Audio System
Camera
Desktop
Dishwasher
Dryer
Fan
Health & Personal Care
Home Appliance
Home Theatre
Kitchen Appliance
Laptop
Microwave
Mobile Phone
Oven & Cooker
Phone Fixed
Printer & Office Solution
Refrigerator
Small Appliance
Tablet
Television
Washing Machine
Water Purifier

SERVICE ASSURANCE

OnsiteGo prides itself in providing fantastic service and we are willing to put our money where our mouth is. We guarantee that your device will be repaired and returned to you within the promised time period.

If we are unable to repair the device within promised timelines, we will provide you a new or refurbished replacement device with equal or equivalent features. In some cases, we may choose to offer Gift Cards reflecting the most recent price of your device.

The brands that qualify for Service Assurance are as follows:

Product Category

Service Assurance Of 14 Working Days

Audio Systems

Sony, Samsung, LG

Cameras

Canon, Nikon, Sony, Samsung

Cookers

Bajaj, Preethi, Panasonic, Philips

Dryers

LG, Samsung

Fans

Bajaj, Sunflame, Symphony, Usha, Maharaja, Morphy Richards, Havells

Frontload Washing Machines

Samsung, LG

Grooming & Hair Care

Philips, Panasonic, Optima, Braun, WAHL

Irons

Philips, Bajaj, Panasonic, Morphy Richards, Havells

Kettles

Philips, Bajaj, Optima, Morphy Richards, Havells, Hamilton Beach

Laptops

Apple, HP, Dell

Massagers

Osim, Paramount, Panasonic

Microwaves

LG, Samsung, Bajaj

Mobiles

Apple, Samsung, Nokia, HTC, LG, Sony

OTG

Morphy Richards, Bajaj

PC Desktops

Apple, LG, HP

Refrigerators

LG, Hitachi, Samsung, Godrej, Whirlpool, Panasonic, Sharp, Bluestar

Room Coolers

Bajaj, Symphony, Usha

Room Heaters

Bajaj

Semiautomatic Washing Machines

Samsung, LG, Whirlpool, Godrej, Videocon

Split ACs

Samsung, LG, Panasonic, Carrier, Voltas, Godrej, O’General, Bluestar

Tablets

Apple, Samsung, Nokia, HTC, LG, Sony

Toasters

Optima, Bajaj, Sunflame, Philips

Top-load Washing Machines

Samsung, LG, Panasonic, Godrej

Window ACs

LG, Carrier, Voltas, O’General, Bluest

Any Brand or Category not mentioned in this list qualifies for an SLA of 21 working days All Televisions qualify for an SLA of 30 working days

Working Days includes weekdays between Monday & Friday. It excludes Saturday, Sunday and all national and state holidays.

We are constantly working to expand this list. Till such time, we do not provide timeline guarantees for brands that fall outside of the list above.

GET YOUR CERTIFICATE OF PROTECTION FOR SEAMLESS SERVICE

It only takes a minute; just keep your invoice details handy. The certificate of protection will be confirmation of the fact that your device is protected under the OnsiteGo Extended Warranty program. It will also allow us to provide you quick and efficient service at the time of registration of a Service Request

1) You will get an invitation for certificate of protection via Welcome Email from OnsiteGo

2) Share device and invoice details in the form

3) Upon submission of the details, you will get your certificate of protection. Please archive this Certificate of Protection till the term of the program.

HELP US, HELP YOU

1) Buy OnsiteGo Extended Warranty along with your device and ensure that you are buying the right plan based on the price of your device.

2) At the time of purchasing the plan, ensure that the invoice issued to you by your retailer has the IMEI/Serial Number that matches the one of the device.

3) Activate your plan within 30 days of purchasing it or before the expiry of the manufacturer warranty, the steps required to activate your plan are in the section above

4) Provide all the information requested by us in a timely and truthful manner.

5) We request you to submit the device and invoice to us promptly and respond to any queries raised in a timely manner. Delays on this front by you will cause the Service Assurance to extend by the proportionate number of days.

6) If the IMEI/Serial Number has changed on account of repairs or exchange by your retailer or the service centre, please provide us with a Swap Letter that will allow us to authenticate that you are still using the same device.

7) And most importantly, use your device with the tender love and care that it deserves

RAISING A SERVICE REQUEST

The worst has happened; your device has suffered a breakdown. Do not worry; we are here to help you.

1) Call us on 1800 22 0506 or +91 99205 99206 or email us on help@onsite.co.in within 7 days and tell us about malfunction that has occurred.

2) Keep a copy of your purchase invoice bearing the IMEI/Serial number ready.

3) Ensure that the IMEI/Serial Number on your device matches the one that is mentioned on the purchase invoice.

4) We will keep you posted regarding the progress of the Service Request every step of the way.

WHAT SHOULD YOU KEEP IN MIND

1) We will gladly service as long as the plan is active and has not expired. Also, the malfunction needs to have occurred during the term of OnsiteGo Extended Warranty and not prior to it.

2) Malfunctioning accessories or consumable items are not covered here. A full list of these items is available on our website.

3) The device needs to have minimum 12 months’ manufacturer’s warranty that is applicable in India. Please ensure that you do not modify the device, perform unauthorized repairs or use it commercially. All these actions void the manufacturer’s warranty and subsequently the extended warranty as well.

4) We will not be able to cover those devices that are bought outside India. However, if the device that you have bought in India, breaks down while travelling abroad, we will cover it.

5) Malfunction should not be on account of normal wear and tear.

6) OnsiteGo Extended Warranty covers every issue in the device that occurs organically or in simple terms “on its own” and without any external factor. That means issues like physical damage, liquid damage, power surges etc. are outside the scope of the program.

7) International Coverage – If the device breaks down abroad, we will still cover it. You can get it repaired from the service centre abroad; we will reimburse the invoice costs. Alternatively, you can get it back to India, we will provide our usual Pick – Repair – Deliver back to you service.

FAQS

1) What is the term of the service?

OnsiteGo Extended Warranty is applicable for up to 4 additional years after the expiry of the manufacturer’s warranty. However, the sum of manufacturer’s warranty and extended warranty should not exceed 5 years.

2) Can I extend the warranty on my phone for 2 more years?

OnsiteGo Extended Warranty is available for 1 additional year on Mobile Phones and Tablets.

3) How many times will the device be repaired?

There is no limit on the number of service requests you can raise against OnsiteGo Extended Warranty. We will keep repairing the device till the total costs of all repairs do not exceed the value of the device. However if for any 1 Service Request, the cost of repairs is greater than the current/last available market value of the device, the device will be replaced. Replacement is provided in the form of new or refurbished device or Gift Cards

4) I changed my mind and I want to cancel the plan, can I get a refund?

While we will be sorry to see you cancel the plan, we can certainly refund the plan within 30 days, provided you have not already filed a Service Request.

5) What if the device cannot be repaired?

For brands that do not repair damaged parts or if the device cannot be repaired due to unavailability of spare parts, OnsiteGo will provide you with an equivalent replacement device which may or may not be a new piece.

6) What if I do not want to avail of the Pick & Drop services, can I get the device repaired on my own?

Yes, you can get the device repaired on your own. Please keep in mind that OnsiteGo needs to be informed about the damage BEFORE submitting the device to the nearest Authorized Service Centre.

7) How many times can I avail the Preventive Maintenance feature?

You can take advantage of the Preventive Maintenance feature according to the number of years in your extended warranty. If you have opted for a 2 year Extended Warranty Plan, you will be entitled for 2 preventive maintenance check-ups from OnsiteGo from purchase of device till expiry of OnsiteGo Extended Warranty.

8) How will I know if the device will be picked up or if you will send a technician at home for repairs?

This is generally decided based on the category of your device. For Large Appliances and Televisions, we will co-ordinate with Service Centres and send a technician home based on your convenience. Wherever it is not possible to send the technician home for repairs, we will pick them up and send it to the Service Centre for repairs. If the technician that comes home for repairs is unable to repair the device on-site, we will have it transported to the nearest Service Centre free of cost for repairs.

9) What are other examples of specific issues arising out of normal wear and tear that are not covered under OnsiteGo Extended Warranty?

Some examples of problems occurring due to wear and tear include the following. However, please note this is not a comprehensive list:

•        Parts that may have rusted

•       Issues in the cavity of a Microwave

•       Empty cartridges in a Printer

•       Damages to hinges of a laptop

•       Breakage of the blades of a Mixer or Juicer

•       Burnt filaments

SOME LEGAL STUFF

1) Non-fulfilment of any conditions set out in this document may cause the rejection of your request; hence we solicit your co-operation to ensure we are able to provide you a perfect service experience.

2) This service agreement is complete and agreement between Onsite Electro Services Pvt. Ltd. and Customer. The retailer is only authorized dealer of our products and shall not be responsible for any of your grievance with regards to the services to be performed by OnsiteGo under this Terms of Service. Any statements or representations made by resellers, ASPs or others that are inconsistent with this Agreement shall not be binding upon Onsite Electro Services Pvt. Ltd.

3) We shall not be liable for delay or failure in furnishing services including suspension of Service Assurance in the event of strike, government action, act of God, disruption in global supply chains or any other cause beyond our control.

4) OnsiteGo will not be liable for indirect damage caused due to improper functioning of the product, including but not limited to lost profits or savings, business interruption, loss of data, lost revenue, loss of use, inconvenience, mental or physical stress or any other commercial or economic loss of any kind, or special, incidental, or consequential damages.

5) The device for which OnsiteGo Extended Warranty has been purchased should not have any other Care Pack/Insurance or Insurance linked plan/Extended Warranty/Maintenance Contract, apart from the manufacturer’s warranty.

6) Marketing brochures are meant purely for educating customers and do not have any commercial value.

7) Any disputes arising in connection with this service shall be governed by the laws of India. The courts of Mumbai shall have the exclusive jurisdiction over disputes arising hereunder.

8) Full set of terms and conditions are available on www.onsitego.com

9) All rights reserved with Onsite Electro Services Private Limited.

ESCALATIONS

If you are not satisfied with the services provided by OnsiteGo, you can contact us on:

Level of Contact Name Mail ID Phone Response TAT Availability
1 Escalations Desk escalations@onsite.co.in N/A N/A 10:00 AM to 6:00 PM, Mon to Sat*
2 Sameer Shaikh sameershaikh@onsite.co.in 022-29200343 4 working hours 10:00 AM to 6:00 PM, Mon to Sat*
3 Amar Desai amardesai@onsite.co.in 022-29200343 2 working hours 10:00 AM to 6:00 PM, Mon to Sat*
*except public holidays

WHAT IS ONSITEGO SCREEN PROTECTION?

This program is applicable for Smart Phones and Tablets. If the Front Screen (also called Front Touch Screen) or the Touch Pad is damaged, shattered, broken or cracked, or if it stops working as liquid has seeped into it, we will fix it.Not only do we bear all the costs but also do all the legwork required to fix the Front Screen. You use the device with tender love and care; we fix the device with same tender love and care.

You can opt for OnsiteGo Screen Protection for your device up to 7 days after purchasing it.

AWESOME BENEFITS OF ONSITEGO SCREEN PROTECTION

OnsiteGo Screen Protection comes with a host of features that are designed to not only safeguard your device, but also save you from the hassle of getting your device repaired

1) “No Questions Asked” repair policy: If the Front Screen on your device is damaged, we will NOT ask you “How it got damaged”, “Where it got damaged” or “When it got damaged”, we will repair it for you regardless of the reason.

2) Cashless:This program is completely cashless.There are no hidden fees or charges.

3) Free Pick & Drop: We will pick your device, drop it at the service centre and deliver the repaired device back to you, irrespective of which part of the country you are in.

4) No Paperwork Required: OnsiteGo Screen Protection has a hassle-free process to file a Service Request. All you need to do is provide us a copy of the purchase invoice with the IMEI/Serial Number. You don’t have to submit any other document or fill up any forms.

5) Authorized Service Centre& Genuine Spare Parts guarantee: Your device will be repaired at Authorized Service Centres by trained personnel and using genuine spare parts every single time.

6) Repair or Replacement guarantee: We understand that you cannot stay without your device for a long time; hence, we guarantee that your device will be repaired and returned to you in a specified amount of time. If we cannot repair the device within time, we will give you a replacement. Free of cost. Refer to the Service Assurance section below for details.

SERVICE ASSURANCE

OnsiteGo prides itself in providing fantastic service and we are willing to put our money where our mouth is. We guarantee that your device will be repaired and returned to you within the promised time period.

If we are unable to repair the device within promised timelines, we will provide you a new or refurbished replacement device with equal or equivalent features. In some cases, we may choose to offer Gift Cards reflecting the most recent price of your device. The Service Assurance is guaranteed by us only on the Screen, although we will make every effort to return the device in a timely manner should components other than the Screen are damaged.

The brands that qualify for Service Assurance are as follows:

Category

14 Working Days

21 Working Days

SmartPhones

Apple, Samsung, Nokia, Sony, LG

HTC, Micromax, Karbonn, Intex, Lava, Gionee, Blackberry, Panasonic, OnePlus, Xiaomi, Oppo, Asus, Motorola, Lenovo

Tablets

Apple, Samsung

Micromax, Karbonn, Intex, Lava, Asus, Lenovo

Working Days includes weekdays between Monday & Friday. It excludes Saturday, Sunday and all national and state holidays.

We work in concert with the brands and are constantly working to expand this list. Till such time, we do not provide timeline guarantees for brands that fall outside of the list above.

GET YOUR CERTIFICATE OF PROTECTION FOR SEAMLESS SERVICE

It only takes a minute; just keep your invoice details handy. The certificate of protection will be confirmation of the fact that your device is protected under the OnsiteGo Screen Protection. It will also allow us to provide you quick and efficient service at the time of registration of a Service Request

1) You will get an invitation for certificate of protection via Welcome Email from OnsiteGo

2) Share device and invoice details in the form

3) Upon submission of the details, you will get your certificate of protection. Please archive this Certificate of Protection till the term of the program.

HELP US, HELP YOU

1) Buy OnsiteGo Screen Protection within 7 days of purchasing your device and ensure that you are buying the right plan based on the price of your device.

2) At the time of purchasing the plan, ensure that the invoice issued to you by your retailer has the IMEI/Serial Number that matches the one of the device.

3) Activate your plan within 30 days of purchasing it, the steps required to activate your plan are given above.

4) Provide all the information requested by us in a timely and truthful manner

5) We request you to submit the device and invoice to us promptly and respond to any queries raised in a timely manner. Delays on this front by you will cause the Service Assurance to extend by the proportionate number of days.

6) If the IMEI/Serial Number has changed on account of repairs or exchange by your retailer or the service centre, please provide us with a Swap Letter that will allow us to authenticate that you are still using the same device.

7) And most importantly, use your device with the tender love and care that it deserves.

RAISING A SERVICE REQUEST

The worst has happened; your screen is damaged. Do not worry; we are here to help you.

1) Call us on 1800 22 0506 or +91 99205 99206 or email us on help@onsite.co.in within 7 days and tell us about damage that has occurred.

2) Keep a copy of your purchase invoice bearing the IMEI/Serial number ready.

3) Ensure that the IMEI/Serial Number on your device matches the one that is mentioned on the purchase invoice.

4) We will keep you posted regarding the progress of the Service Request every step of the way.

WHAT SHOULD YOU KEEP IN MIND

1) We will gladly service as long as the plan is active and has not expired. Also, the damage needs to have occurred after purchasing OnsiteGo Screen Protection and not prior to it.

2) This plan is to protect against any Physical or Liquid Damage to your Front Screen,which is the most important and the most fragile element of the device. Damage to any other component, either in the main unit or the accessories is not covered here.

3) The device needs to have minimum manufacturer’s warranty of 12 months that is applicable in India.

4) We will not be able to cover those devices that are bought outside India. However, if the screen of your device that you have bought in India, gets damaged while travelling abroad, we will cover it.

5) Damage should not be on account of normal wear and tear. That means cracks are covered, scratches are not.

6) International Coverage– If the device breaks down abroad, we will still cover it. You can get it repaired from the service centre abroad, we will reimburse the invoice costs. Alternatively, you can get it back to India, we will provide our usual Pick – Repair – Deliver service.

FAQS

1) What is the term of the service?

OnsiteGo Screen Protection is valid for 1 year. It starts from the date of purchase of the plan and is valid till 12 months, calculated from the date of purchase of the device as mentioned on the invoice.

2) I did not buy the plan at the time buying the device, is there a grace period?

OnsiteGo Screen Protection can be purchased within 7 days of buying the device. If you ended up buying the plan after 7 days, you need not worry, just let us know and we will process a refund.

3) How many times will the Screen be repaired?

Cracked screens typically are not repairable. Thus they need to be replaced with genuine screens. This is a costly affair; hence we will be able to repair your Front Screen once.

4) I changed my mind and I want to cancel the plan, can I get a refund?

While we will be sorry to see you cancel the plan, we can certainly refund the plan within 30 days, provided you have not already filed a Service Request.

5) What if the Front Screen cannot be repaired?

For brands that do not repair damaged parts or if the Front Screen cannot be repaired due to unavailability of spare parts, OnsiteGo will provide you with an equivalent replacement device which may or may not be a new piece.

6) What if parts other than the Screen are also damaged?

OnsiteGo will bear 100% of the costs incurred to repair or replace the Front Screen and Touch Pad. If parts other than the Screen are damaged, you will have the option of paying the repair charges for those parts using Credit Card/Debit Card/Net Banking option on our website.

7) What if I do not want to avail of the Pick & Drop services, can I get the device repaired on my own?

Yes, you can get the device repaired on your own. Please keep in mind that OnsiteGo needs to be informed about the damage BEFORE submitting the device to the nearest Authorized Service Centre.

1) Non-fulfilment of any conditions set out in this document may cause the rejection of your request; hence we solicit your co-operation to ensure we are able to provide you a perfect service experience.

2) This service agreement is a complete agreement between Onsite Electro Services Pvt. Ltd. and Customer. The retailer is only authorized dealer of our products and shall not be responsible for any of your grievance with regards to the services to be performed by OnsiteGo under this Terms of Service. Any statements or representations made by resellers, ASPs or others that are inconsistent with this Agreement shall not be binding upon Onsite Electro Services Pvt. Ltd.

3) We shall not be liable for delay or failure in furnishing services including suspension of Service Assurance in the event of strike, government action, act of God, disruption in global supply chains or any other cause beyond our control.

4) OnsiteGo will not be liable for indirect damage caused due to improper functioning of the product, including but not limited to lost profits or savings, business interruption, loss of data, lost revenue, loss of use, inconvenience, mental or physical stress or any other commercial or economic loss of any kind, or special, incidental, or consequential damages.

5) The device for which OnsiteGo Screen Protection has been purchased should not have any other Care Pack/Insurance or Insurance linked plan/Extended Warranty/Maintenance Contract, apart from the manufacturer’s warranty.

6) Marketing brochures are meant purely for educating customers and do not have any commercial value.

7) Any disputes arising in connection with this service shall be governed by the laws of India. The courts of Mumbai shall have the exclusive jurisdiction over disputes arising hereunder.

8) Full Set of Terms and Conditions are available on www.onsitego.com

9) All rights reserved with Onsite Electro Services Private Limited.

ESCALATIONS

If you are not satisfied with the services provided by OnsiteGo, you can contact us on:

Level of Contact Name Mail ID Phone Response TAT Availability
1 Escalations Desk escalations@onsite.co.in N/A N/A 10:00 AM to 6:00 PM, Mon to Sat*
2 Sameer Shaikh sameershaikh@onsite.co.in 022-29200343 4 working hours 10:00 AM to 6:00 PM, Mon to Sat*
3 Amar Desai amardesai@onsite.co.in 022-29200343 2 working hours 10:00 AM to 6:00 PM, Mon to Sat*
*except public holidays

WHAT IS ONSITEGO SPILLS AND DROPS PROTECTION?

This program is applicable for Smartphones, Tablets, Laptops and Cameras. If the device is damaged or stops working due to liquid seeping into it, we get it fixed. Not only do we bear all the costs but also do all the legwork required to fix it. You use the device with tender love and care; we fix the device with same tender love and care.

You can opt for OnsiteGo Spills and Drops Protection for your device up to 7 days after purchasing it.

WHAT ARE THE AWESOME BENEFITS OF ONSITEGO SPILLS AND DROPS PROTECTION?

OnsiteGo Spills and Drops Protection comes with a host of features that are designed to not only safeguard your device, but also save you from the hassle of getting it repaired

1) “No Questions Asked” repair policy: If your device suffers damage, we will NOT ask you “How it got damaged”, “Where it got damaged” or “When it got damaged”. We will repair it for you regardless of the reason.

2) Cashless:This program is completely cashless. There are no hidden fees or charges.

3) Free Pick & Drop: We will pick your device, drop it at the service centre and deliver the repaired device back to you irrespective of which part of the country you are in.

4) No Paperwork Required: OnsiteGo Spills and Drops Protection has a hassle-free process to file a Service Request. All you need to do is provide us a copy of the purchase invoice bearing the IMEI/Serial Number. You don’t have to submit any other document or fill up any forms.

5) Authorized Service Centre& Genuine Spare Parts guarantee: Your devices will be repaired at Authorized Service Centres by trained personnel and using genuine spare parts every single time.

6) Repair or Replacement guarantee: We understand that you cannot stay without device for a long time; hence, we guarantee that your device will be repaired and returned to you within the specified amount of time. If we cannot repair the device within time, we will give you a replacement. Free of Cost. Refer to the Service Assurance section below for details.

SERVICE ASSURANCE

OnsiteGo prides itself in providing fantastic service and we are willing to put our money where our mouth is. We guarantee that your device will be repaired and returned to you within the promised time period. If we are unable to repair the device within promised timelines, we will provide you a new or refurbished replacement device with equal or equivalent features. In some cases, we may choose to offer Gift Cards reflecting the most recent price of your device.

The brands that qualify for Service Assurance are as follows:

Category

14 Working Days

21 Working Days

Smart Phones

Apple, Samsung, Nokia, Sony, LG

HTC, Micromax, Karbon, Intex, Lava, Gionee, Blackberry, Panasonic, OnePlus, Xiaomi, Oppo, Asus, Motorola, Lenovo

Tablets

Apple, Samsung

Micromax, Karbon, Intex, Lava, Asus, Lenovo

Laptops

Apple, HP, Dell, Sony

Acer, Lenovo, Asus

Camera

Sony, Samsung, Nikon

Canon, Panasonic, Olympus

Working Days includes weekdays between Monday & Friday. It excludes Saturday, Sunday and all national and state holidays.

We work in concert with the brands and are constantly working to expand this list. Till such time, we do not provide timeline guarantees for brands that fall outside of the list above.

FAIR MARKET VALUE

Every electronic device suffers a reduction in value because it has been used for a certain period; this reduction in value is due to “depreciation”. The Fair Market Value is determined based on when the device was purchased and the Purchase Price that is mentioned on the retailer invoice. It is important, as it would help us figure out the most optimal solution that can be provided to you.

Age of the device at the time of registering the Service Request

Fair Market Value

Upto 90 days

100% of Purchase Price

91 to 180 days

80% of Purchase Price

More than 180 days

65% of Purchase Price

If at the time of raising the Service Request, the costs of repairs are greater than the Fair Market Value of the device, we would rather replace the device rather than repairing it. We will present you with the following options -

1)  We will give you a replacement device reflecting the Fair Market Value of your current device.

2)   We will give you Gift Cards worth the Fair Market Value of your current device.

3)  If you are attached to your device and want to retain it, you can choose to pay the repair costs that are above its Fair Market Value.

For example, if you have purchased a phone worth Rs. 30,000 and breaks down in the 5th month. Let’s assume that the cost of repairs is Rs. 25,000. Since the Fair Market Value of the phone at this time is Rs. 24,000, it makes more sense to replace the device than repair it. Hence, we will give you a replacement worth Rs. 24,000. If you are attached to your phone and do not wish to opt for a replacement, we will pay Rs. 24,000 and you can choose to pay the difference of Rs. 1,000 towards repairs.

For brands that do not repair the damaged device but replace them, like what Apple does for some models of iPhones and iPads, we will provide the same replacement device to you.

GET YOUR CERTIFICATE OF PROTECTION FOR SEAMLESS SERVICE

It only takes a minute; just keep your invoice details handy. The certificate of protection will be confirmation of the fact that your device is protected under the OnsiteGo Spills and Drops Protection program. It will also allow us to provide you quick and efficient service at the time of registration of a Service Request

1) You will get an invitation for certificate of protection via Welcome Email from OnsiteGo

2) Share device and invoice details in the form

3) Upon submission of the details, you will get your certificate of protection. Please archive this Certificate of Protection till the term of the program.

HELP US, HELP YOU

1) Buy OnsiteGo Spills and Drops Protection within 7 days of purchasing your device and ensure that you are buying the right plan based on the price of your device.

2) At the time of purchasing the plan, ensure that the invoice issued to you by your retailer has the IMEI/Serial Number that matches the one of the device.

3) Activate your plan within 30 days of purchasing it, the steps required to activate your plan are given above.

4) Provide all the information requested by us in a timely and truthful manner.

5) We request you to submit the device and invoice to us promptly and respond to any queries raised in a timely manner. Delays on this front by you will cause the Service Assurance to extend by the proportionate number of days.

6) If the IMEI/Serial Number has changed on account of repairs or exchange by your retailer or the service centre, please provide us with a Swap Letter that will allow us to authenticate that you are still using the same device.

7) And most importantly, use your device with the tender love and care that it deserves.

RAISING A SERVICE REQUEST

The worst has happened; your device got damaged. Do not worry; we are here to help you.

1) Call us on 1800 22 0506 or +91 99205 99206 or email us on help@onsite.co.in within 7 days and tell us about damage that has occurred.

2) Keep a copy of your purchase invoice bearing the IMEI/Serial number ready.

3) Ensure that the IMEI/Serial Number on your device matches the one that is mentioned on the purchase invoice.

4) We will keep you posted regarding the progress of the Service Request every step of the way.

WHAT SHOULD YOU KEEP IN MIND

1) We will gladly service as long as the plan is active and has not expired. Also, the damage needs to have occurred after purchasing OnsiteGo Spills and Drops Protection and not prior to it.

2) Damage to accessories or damage caused due to accessories is not covered here.

3) The device needs to have minimum manufacturer’s warranty of 12 months, applicable in India.

4) We will not be able to cover those devices that are bought outside India. However, if the device that you have bought in India, gets damaged while travelling abroad, we will cover it.

5) Damage should not be on account of normal wear and tear. Cracks are covered, scratches are not.

6) International Coverage– If the device breaks down abroad, we will still cover it. You can get it repaired from the service centre abroad; we will reimburse the invoice costs. Alternatively, you can get it back to India; we will provide our usual Pick – Repair – Deliver service.

FAQS

1) What is the term of the service?

OnsiteGo Spills and Drops Protection is valid for 1 year. It starts from the date of purchase of the plan and is valid till 12 months calculated from the date of purchase of the device as mentioned on the invoice.

2) I did not buy the plan at the time buying the device, is there a grace period?

OnsiteGo Spills and Drops Protection can be purchased within 7 days of buying the device. If you ended up buying the plan after 7 days, you need not worry, just let us know and we will process a refund.

3) How many times will the device be repaired?

Repairing a damaged device using genuine spare parts is a costly affair as most damaged parts need to be replaced and they cannot be repaired, hence we will be able to repair your device once.

4) I changed my mind and I want to cancel the plan, can I get a refund?

While we will be sorry to see you cancel the plan, we can certainly refund the plan within 30 days, provided you have not already filed a Service Request.

5) What if the device cannot be repaired?

If the device cannot be repaired due to unavailability of spare parts, OnsiteGo will provide you with an equivalent replacement device which may or may not be a new piece.

6) What if I do not want to avail of the Pick & Drop services, can I get the device repaired on my own?

Yes, you can get the device repaired on your own. Please keep in mind that OnsiteGo needs to be informed about the damage BEFORE submitting the device to the nearest Authorized Service Centre.

1) Non-fulfilment of any conditions set out in this document may cause the rejection of your request; hence we solicit your co-operation to ensure we are able to provide you a perfect service experience

2) This service agreement is a complete agreement between Onsite Electro Services Pvt. Ltd. and Customer. The retailer is only authorized dealer of our products and shall not be responsible for any of your grievance with regards to the services to be performed by OnsiteGo under this Terms of Service. Any statements or representations made by resellers, ASPs or others that are inconsistent with this Agreement shall not be binding upon Onsite Electro Services Pvt. Ltd.

3) We shall not be liable for delay or failure in furnishing services including suspension of Service Assurance in the event of strike, government action, act of God, disruption in global supply chains or any other cause beyond our control.

4) OnsiteGo will not be liable for indirect damage caused due to improper functioning of the product, including but not limited to lost profits or savings, business interruption, loss of data, lost revenue, loss of use, inconvenience, mental or physical stress or any other commercial or economic loss of any kind, or special, incidental, or consequential damages.

5) The device for which OnsiteGo Spills and Drops Protection has been purchased should not have any other Care Pack/Insurance or Insurance linked plan/Extended Warranty/Maintenance Contract, apart from the manufacturer’s warranty.

6) Marketing brochures are meant purely for educating customers and do not have any commercial value.

7) Any disputes arising in connection with this service shall be governed by the laws of India. The courts of Mumbai shall have the exclusive jurisdiction over disputes arising hereunder.

8) Full set of Terms and Conditions are available on www.onsitego.com

9) All rights reserved with Onsite Electro Services Private Limited.

ESCALATIONS

If you are not satisfied with the services provided by OnsiteGo, you can contact us on:

Level of Contact Name Mail ID Phone Response TAT Availability
1 Escalations Desk escalations@onsite.co.in N/A N/A 10:00 AM to 6:00 PM, Mon to Sat*
2 Sameer Shaikh sameershaikh@onsite.co.in 022-29200343 4 working hours 10:00 AM to 6:00 PM, Mon to Sat*
3 Amar Desai amardesai@onsite.co.in 022-29200343 2 working hours 10:00 AM to 6:00 PM, Mon to Sat*
*except public holidays
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