Terms Of Service (Detailed)

Read the shorter version here.

EWSA: Extended Warranty Service Agreement for the Covered Product, the terms and conditions of which have been set out in this document

Service Agreement: Extended Warranty Service Agreement

We, Us, Our:The issuer of EWSA i.e. OnsiteGo

You, Your: The person to whom We are issuing Our EWSA

Covered Product: The unique product being covered by Our EWSA

Purchase Window: This EWSA can be purchased up to 30 days prior to the expiry of the manufacturer’s warranty.

Coverage Start Date: This is the date when coverage will start under the EWSA and is a date occurring immediately after the expiry of warranty provided by the original equipment manufacturer of Covered Product

Coverage Amount: The maximum coverage amount of OnsiteGo EWSA

Coverage Type: This defines the level of coverage, such as, whether your Service Agreement will include the optional Accidental Damage from Handling (ADH) coverage. As specified explicitly our EWSA will NOT cover Accidental Damage from Handling or by any other nature. Our EWSA does not include any Accidental Damage or Fluid Damage by any nature even if explicitly covered under Manufacturer’s warranty

Manufacturer's Warranty: The original in box warranty coverage that has been provided by the manufacturer in respect of the Covered Product. Manufacturer’s warranty is assumed to begin on the date of purchase of the device as mentioned on the invoice.

Purchase Price: The purchase price of the Covered Product specified on the Invoice

Invoice:The original receipt that has been issued to You by a certified Vendor/Retailer for the Covered Product, for which You have purchased an EWSA

Coverage Term: This is the tenure of coverage of EWSA which is a period of 12/24/36/48 calendar months in case of 1/2/3/4 year/s plan respectively for qualifying devices. The tenure begins immediately after the expiry of the in box warranty provided by the manufacturer. The sum of the terms of Manufacturer’s Warranty and Extended Warranty should be a maximum of 5years.

Preventive Maintenance:An add-on feature available for select categories of products. This add-on feature entitles your qualifying product to a yearly health check-up at no extra cost. This feature need not be purchased separately. It is automatically added for qualifying products

Introduction – What is Covered

Under this EWSA, if a Covered Product suffers a breakdown at any time during the term of Your EWSA, the Covered Product will be repaired or replaced with a new or refurbished device at the discretion of OnsiteGo. A product containing similar features will be provided if a product of the same make and model is not available at the time the replacement is supposed to be made. The make and model of the new or refurbished replacement will be at the sole discretion of OnsiteGo. EWSA service partners will visit your location OR EWSA logistics partners will have the Covered Product shipped to a service centre and get it repaired. Once the Covered Product is repaired, our logistics partners will have the product shipped back to you. The cost of 2-way shipping will be borne by us except in cases where the EWSA is considered void by virtue of SECTION “What is Not Covered”. In such cases, the cost of shipping will be borne by the Customer and if our logistics partners have incurred the cost of shipping wholly or in part – You shall be liable to repay the amount to OnsiteGo. For areas, not covered by OnsiteGo’s logistics partners, We may guide you to the nearest service centre for repairs.

This EWSA effectively transfers the risk of failure from You onto Ourselves, while ensuring standardized repair service for your products. The EWSA is limited only to the manufacturing /workmanship defects in the Covered Product. This EWSA covers 1) Cost of parts 2) Cost of labour 3) Cost of delivering the service at home or cost of transporting the product for repairs.

The products covered for the various coverage terms under OnsiteGo EWSA are:

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

What is Not Covered

This EWSA does not cover the following components or specific conditions:

a) Products that do not carry an existing Manufacturer’s Warranty valid in India at the time that this EWSA has been purchased by you.

b) Physical or accidental damage of any kind that causes internal or external components to malfunction.

c) Issues arising on account of liquid/water logging.

d) Issues arising out of wear and tear of the Covered Product.

e) Issues or costs arising due to unauthorised repairs carried out on the Covered Product, improper usage and defects due to electrical wiring, plug(s), switches, extension box, inverter, grounding defects, damages due to sudden surge fluctuation, fluctuating voltage, loose contacts etc.; and damages resulting from external causes like rat bite(s), insect infestation or intrusion.

f) Breakdown on account of any accessories not originally provided by the manufacturer of the Covered Product.

g) Issues arising as a result of non-operating or cosmetic deterioration that do not affect the functionality or operation of the Covered Product.

h) If modifications are carried out in consonance with the brands’ policies using genuine parts and through authorised service centres which increase the Value of the Covered Product then the EWSA will continue to apply to the Covered Product. However, the EWSA will only cover the original invoice value of the product and will exclude the modifications carried out.

i) Performing actions on the Covered Product that cause the manufacturer’s warranty to void, including products that have been modified, altered, adjusted or repaired, serviced, moved, removed, installed, by unauthorised persons.

j) Any other condition that voids the Manufacturer's Warranty prior to end of its standard warranty period, including repairs from the local and unauthorized service centres.

k) Any issue occurring prior to the commencement of the EWSA or after its expiry.

l) Breakdown or consumption of consumable products such as cables, cords, cartridges, tapes, software items, batteries, chargers, earphones, headphones, fuses, bulbs, styli, ribbons, plastic, rubber, sheet-metal parts, doors, main liner, cracks, paintwork, product finish, dents, scratches, plugs, rubber pads, stabilizer, grills, casing, trays, light covers, filters, attachments, belts, toner, drums or any other add-ons (accessories such as blades, jars, tubs, covers, plates, etc.), cleaning and lubrication, alignment and descaling.

m) Defects due to transmission/cable/DTH/or any other external source from where the signal input are fed to the product.

n) Breakdown caused by a failure to follow the manufacturer's installation or operating instructions.

o) Product(s) with removed or altered serial numbers.

p) Damage to computer hardware, software and data caused by, including, but not limited to virus, application programs, network drivers, source code, object code or proprietary data, support, configuration, installation or reinstallation of any software or data.

q) Any product fraudulently described or misrepresented by You.

r) Malfunction of the Covered Product resulting from inadequate safekeeping, storage at high temperatures or humidity, storage with mothballs or leakage of batteries.

s) Damage occurring due to natural calamities like floods, earthquakes and acts of God.

t) Products used for commercial uses not covered.

Maximum Liability

The maximum amount payable by us under this EWSA will be the original Purchase Price of your product. 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.

In the event that We make payments for repairs or replacements, or for Gift Cards reflecting the replacement cost of an item of equal or equivalent features and functionality, which in the aggregate, are equal to the Coverage Amount, the EWSA will be considered as fulfilled and We will have no further obligations, notwithstanding any outstanding term of the Service Agreement.

Except as indicated above, in no event will this EWSA be liable for:

a) 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, commercial or economic loss of any kind, or special, incidental, or consequential damages .

b) Incidental damages due to malfunctioning of the product such as loss of income or loss of profit etc.

c) Any request made by a third party or made by customer on behalf of a third party.

d) Any damage that occurs as a result of customer's failure to follow the directions in the User manual.

This limitation of liability applies in all circumstances i.e. when damages are sought, a request made under this limited EWSA, or as a tort request (including negligence and strict product liability), a contract request, or any other request. This limitation of liability cannot be waived or modified by any person. This limitation of liability will be effective even if Customer has advised OnsiteGo / its representative of the possibility of any such damages or even if such possibility was reasonably foreseeable.

Your Responsibility

a) You will be required to provide us with a copy of the complete set of requisite documents at the time of request. If the IMEI/Serial Number of the device has changed due to repairs or replacement by the manufacturer/retailer, please provide us with a copy of the Swap Letter that clearly mentions the current and old IMEI/Serial Number of the device.

b) You are required to correctly select the right EWSA for your product based on condition, price and purchase location.

c) You are required to report the problem to OnsiteGo within 7 calendar days of its occurrence beyond which the request is liable to be rejected.

d) It is your responsibility to properly maintain, store and use your item according to the manufacturer instructions and take all reasonable steps to use your equipment as prescribed by the manufacturer.

e) You agree to submit salvage/residual in all requests.

f) OnsiteGo will contact You if you are required to submit details of your Covered Product such as the unique Serial Number of the product. You will be required to provide details to OnsiteGo within 8 weeks of purchasing the Product.

Non-fulfilment of ANY of the above conditions may result in the EWSA being considered as void and all requests made against EWSA are liable to be rejected.

Cancellations

This EWSA can be cancelled within 30 days of purchase without any reason whatsoever. Upon cancellation of the EWSA no charge will be deducted from the amount paid towards the EWSA and the entire amount shall be refunded. No cancellations can be made by the Customer after 30 days from the Date of Purchase of EWSA.

If the Customer makes a request, knowing it to be false and/or fraudulent as regards the value or the amount of work or otherwise, this Service Agreement is deemed to be cancelled from inception without return of money paid and the customer must return all request payments received till such cancellation, including any shipping charges or other ancillary charges incurred by the Company.

OnsiteGo Service Assurance for qualifying brands

a) In the event of your product requiring repair, OnsiteGo will undertake to get your product repaired.

b) Subject to the other terms and conditions mentioned in this document, OnsiteGo provides committed timelines for repairs for certain qualifying brands of products. In the event that your product of qualifying brand requires repairs, OnsiteGo will get the repairs carried out within a period of 14 working days (30 working days for Televisions) from the date of registering a request with OnsiteGo. If OnsiteGo is unable to get your product of qualifying brand repaired within the time period specified above from the date of registering a request, you will be eligible to receive a replacement product/gift card from OnsiteGo, provided that:

      1) There is no delay in providing access to the product to us when we request you to provide such access to us for repairs; any delay in providing access to the product will extend the commitment by the delayed period.

      2) You are able to provide the correct documentation to us on time when we request you for it; any delay in handing over the correct documentation to us will extend the commitment by the delayed period.

      3) You respond within reasonable time to a request(s) for any relevant information regarding the product or to any other information sought by us to process your request quickly; any delay in responding to us in a timely manner will extend the commitment by the delayed period.

      4) At times, global events disrupt the supply of spare parts for an extended period of time, when brands are unable to provide spare parts due to large-scale disruptions in their operations. While OnsiteGo will make all efforts to provide a resolution in the committed timelines, the Service Timeline will not apply when spare parts supply is disrupted due to events over which OnsiteGo has no control especially when those events disrupt global supply chains. However, OnsiteGo shall inform you of any such delay and provide you confirmation from the brands or its authorised representatives on the delay.

      5) Remote controls are explicitly not covered by the OnsiteGo Service Assurance.

      6) This list of brands qualifying for our 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

For brands that do not repair products but replace them, OnsiteGo will provide the Customer with the replacement provided by the brand, which may or may not be a new piece. The payment required to be made to the brand to process the replacement, will be made by OnsiteGo. Replacements will be provided by way of a new/refurbished product or gift vouchers.

Preventive Maintenance

Preventive Maintenance add-on feature is available for all brands of Air Conditioners and Water Purifiers. This add-on need not be purchased separately. It is automatically included in the EWSA when you purchase an EWSA.

a) Preventive Maintenance feature is applicable once a year for every year of OnsiteGo EWSA.

b) Issues with the Covered Product identified during the Preventive Maintenance will be covered by the terms of OnsiteGo EWSA, provided they do not fall in the specific set of exclusions as defined in SECTION “What is Not Covered” of the Terms of Service of this OnsiteGo EWSA. You will retain the option of covering the costs of repairs for such cases.

General

a) We may subcontract the services provided under any OnsiteGo EWSA without any prior notice to Customer.

b) In the event of repairs of any part/s of the unit, this EWSA will thereafter continue and remain in force only for the unexpired period of the EWSA. The time taken for repair and in transit, whether under the warranty or otherwise, shall not be excluded from the warranty period.

c) This Agreement is the complete and exclusive agreement between issuer of OnsiteGo EWSA i.e. Onsite Electro Services Pvt. Ltd. and Customer relating to the subject matter hereof. 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 OnsiteGo. No amendment or modification shall be binding, unless made in writing and signed by an authorized representative of OnsiteGo.

d) We shall not be liable for delay in furnishing or failing to furnish service if such delay or failure is caused by an act of God, strike, governmental action or any other cause beyond OnsiteGo’s control.

e) If any provision of these terms of service shall be held to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remaining provisions hereof shall not in any way be affected or impaired.

f) If at the time of occurrence of any request for a product covered under this EWSA there subsists any other Warranty/Maintenance Contract/Extended Warranty/ or similar programme of any nature whatsoever covering the Equipment whether effected by this agreement or not then we shall not be liable to pay or contribute more than its rateable proportion.

g) The marketing brochures are meant purely for educating customers about the features and terms of EWSA and they have no commercial value.

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

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

j) The EWSA is serviceable only within the territorial limits of India.

How to use OnsiteGo Extended Warranty

a) If your product is not functioning normally, please check the settings on your product and ensure they are configured correctly.

b) Please read this service agreement and check whether the problem faced by you is covered under this service agreement.

c) If you believe the problem faced by you is covered under this service agreement, please call us on 1800 22 0506 or email us at help@onsite.co.in within 7 days of its occurrence and we will get your product repaired.

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

SPSA:Screen Protection Service Agreement for the covered product, the terms and conditions of which have been set out in this document.

Service Agreement: Screen Protection Service Agreement.

We, Us, Our: The issuer of SPSA i.e. OnsiteGo.

You/Your/Beneficiary/User: The person to whom we are issuing our SPSA.

Covered Product: The unique product being covered by Our SPSA. Our SPSA is currently available for select brands of Mobile Phones, Tablets & Phablets that carry a manufacturer’s warranty valid in India.

Purchase Window: A period of 7 calendar days from date of purchase of the Covered Product as mentioned on the invoice issued by the retailer within which SPSA can be purchased.

Coverage Start Date: This is the date when coverage will start under the SPSA and is the date on which the SPSA is purchased.

Coverage Amount: The maximum amount covered under OnsiteGo SPSA which is same as the Purchase Price of the Covered Product.

Coverage Type: This defines the level of coverage for the Covered Product.

Manufacturer's Warranty: The original in box warranty coverage that has been provided by the manufacturer in respect of the Covered Product. Manufacturer’s warranty is assumed to begin on the date of purchase of the device as mentioned on the invoice.

Purchase Price: The purchase price of the Covered Product specified on the invoice

Invoice:The original invoice that has been issued to you by the retailer for the Covered Product for which you have purchased an SPSA.

Coverage Term: This is the tenure of coverage of SPSA which is a period of 12 months calculated from the purchase date of the Covered Product as mentioned on the Invoice.

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

Introduction – What is Covered

This Program is applicable only if the Covered Product -

a) The Front Screen or the Front Touch Screen and/or Touch Pad suffer(s) breakage/damage or cracks.

b) The Front Screen or the Front Touch Screen and/or Touch Pad fail(s) to work because of fluid or moisture.

OnsiteGo will, at its discretion, repair or replace with a new or refurbished device or provide a gift card subject to paragraph “MAXIMUM LIABILITY” below if any of the events listed below occurs. The Covered Product will be repaired or replaced with a new or refurbished device at the discretion of OnsiteGo.

We will assess your claim and determine whether You are entitled to a remedy under this SPSA within a reasonable time of receiving the details of your valid request documents. OnsiteGo’s logistics partners will have the Covered Product shipped to an authorized service center and get it repaired using genuine spare parts. Once the Covered Product is repaired, our logistics partners will have the product shipped back to you.For areas, not covered by OnsiteGo’s logistics partners, We may guide you to the nearest service centre for repairs.

The cost of 2 way shipping will be borne by Us except in cases where the SPSA is considered void by virtue of section “WHAT IS NOT COVERED” mentioned below. In such cases the cost of shipping will be borne by the Customer and if our logistics partners have incurred the cost of shipping wholly or in part – the Customer shall be liable to repay the amount to OnsiteGo.

This SPSA effectively transfers the risk of physical damage and liquid damage from You onto Ourselves, while ensuring standardized repair service for your devices.

Transfers

When you sell/gift your Covered Product, OnsiteGo SPSA will NOT be transferred to the new owners. However, your spouse, children or parents can use the equipment without limiting this SPSA’s applicability on the covered equipment.

What is Not Covered

This SPSA does not cover the following components or specific conditions -

a) Loss or theft or burglary of the device arising out of any reason whatsoever.

b) Loss arising after 12 months from date of purchase.

c) If OnsiteGo SPSA is bought on a date which is post the date of purchase of the Covered Product or outside the Purchase Window.

d) Any physical or liquid damage that has occurred prior to the commencement of SPSA.

e) Any physical or liquid damage on any part of the Covered Product other than the Front Screen or Front Touch Screen or Touch Pad.

f) Any loss due to hire or loan of the covered product to a third party.

g) Loss arising due to unlawful act including Terrorist Activity, War, Nuclear Explosion, Radioactive Contamination, Chemical, Biochemical, Biological, Electromagnetic, Cyber Attack etc.

h) Consequential loss of any kind or wear & tear (including scratches), manufacturing defects etc.

i) Retailer Invoice does not bear the IMEI/Serial Number of the Covered Product.

j) Loss caused by incorrect storage, poor care and maintenance, careless use, gross negligence, incorrect installation and incorrect set-up.

k) Loss covered by supplier, dealer or factory warranty.

l) Any loss of data or software installed in the product.

m) Any loss arising outside the territorial limits of India.

n) If the Covered Product is bought outside India or via a channel or retailer that is not an officially mandated or recognized by the Brand.

o) If the brand to which the Covered Product belongs does not have minimum 1 authorized Service Center anywhere in India at the time of filing a Service Request.

p) Covered Product does not have a minimum of 12 months manufacturer’s warranty that is valid in India.

q) Any loss, which is cosmetic in nature and does not result in complete stoppage of/or functioning of product.

r) Any loss due to SIM card and any ancillary product etc. even if the product results in complete stoppage of functioning.

s) Any loss or damage to accessories and panels even if forming a part of standard pack or to any complimentary or ancillary product/s made available under any promotional scheme.

t) Physical or liquid damage occurring outside of the Coverage Term.

Maximum Liability

The liability under OnsiteGo SPSA shall not exceed in aggregate the Coverage Amount, which is defined as the cost of repairing or replacing the Front Screen, Touch Screen and/or Touch Pad.

a) Maximum of 1 service request shall be addressed during the Coverage Term.

b) Except as indicated above, in no event will OnsiteGo be liable for

      1) 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.

      2) Incidental damages due to malfunction of the product such as loss of income or loss of profit etc.

      3) Any request made by a third party or made by customer on behalf of a third party.

      4) Any damage that occurs as a result of customer's failure to follow the directions in the user manual.

This limitation of liability applies in all circumstances i.e. when damages are sought, a claim made under this limited SPSA or as a tort claim (including negligence and strict product liability), a contract claim, or any other claim. This limitation of liability cannot be waived or modified by any person. This limitation of liability will be effective even if Customer has advised OnsiteGo/their representatives of the possibility of any such damages or even if such possibility were reasonably foreseeable.

Your Responsibility

a) You will be required to provide us with a copy of the invoice bearing the IMEI/Serial Number at the time of filing a Service Request.

b) You are required to correctly select the right SPSA for your product based on condition, price or purchase location.

c) It is your responsibility to properly maintain, store and use your item according to the manufacturer instructions and take all reasonable steps to use your equipment as prescribed by the manufacturer and to safeguard the Covered Product.

d) In the event of loss, declare/disclose all the material fact about the incidence or event and submit salvage/residual.

e) In the event of a loss, all benefits shall be forfeited, where there are any misrepresentations, wrongful description or non-disclosure of any material fact significant to admission of liability and assessment of loss.

f) Activate the plan within 4 weeks of purchasing it and prior to filing a Service Request.

g) If the IMEI/Serial Number has changed by the manufacturer/retailer/distributer on account of repairs or product exchange, You will provide us with the relevant documentation clearly indicating the old and new IMEI/Serial Number along with the date and reason for the change in the IMEI/Serial Number.

Non-fulfilment of ANY of the above conditions may result in the SPSA being considered as void and all claims made against SPSA are liable to be rejected.

Procedure to file a service request

In the event of covered loss, You are required to take the following steps -

a) Intimate OnsiteGo about the loss and the nature of loss at 1800 22 0506 or +91 99205 99206 within 7 days of its occurrence.

b) Submit documents required by OnsiteGo to process the request.

c) For loss under the damage category, the event needs to be notified to OnsiteGo with proximate cause or reason of loss, in turn OnsiteGo will arrange to take the covered product to a service centre & obtain service estimate towards damage or reasonably guide the Customer to an OnsiteGo affiliated service centre.

OnsiteGo Service Assurance for qualifying brands

a) In the event of your device requiring repair under the terms of SPSA, OnsiteGo undertakes to get your device repaired from authorised service centers using genuine spare parts.

b) Subject to the other terms and conditions mentioned in this document, OnsiteGo provides committed timelines for repairs for certain qualifying brands of devices. In the event that your device of qualifying brand requires repairs OnsiteGo will get the repairs carried out within a period of fourteen/twenty one working days from the date of registering a request with OnsiteGo. If OnsiteGo is unable to get your device of qualifying brand repaired within the time period specified above from the date of registering a request, you will be eligible to receive a replacement device from OnsiteGo, provided that:

      1) There is no delay in handing over the device to us when we request you to hand it over to us for repairs; any delay in handing over the device to us will extend the commitment by the delayed period.

      2) You are able to provide the correct documentation to us on time when we request you for it; any delay in handing over the correct documentation to us will extend the commitment by the delayed period.

      3) You respond within reasonable time to a request(s) for any relevant information regarding the device and the event that led to the device being damaged or to any other information sought by us to process your claim quickly; any delay in responding to us in a timely manner will extend the commitment by the delayed period.

      4) OnsiteGo uses only genuine parts for repairs. At times, global events disrupt the supply of these spare parts for an extended period of time. While OnsiteGo will make all efforts to provide a resolution in the committed timelines, the Service Timeline will not apply when spare parts supply is disrupted due to events over which OnsiteGo has no control especially when those events disrupt global supply chains

      5) The brands qualifying for this service assurance are listed below. If your device is manufactured or marketed by any brands except those mentioned herein OnsiteGo does not provide a committed timeline for repairs whatsoever.

Category

14 Working Days

21 Working Days

Mobiles

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

For brands that do not repair damaged products but replace them or in cases where the devices cannot be repaired due to unavailability of spare parts, OnsiteGo will provide the Customer with the replacement provided by the brand, which may or may not be a new piece. The payment required to be made to the brand, to process the replacement, will be made by OnsiteGo. In such cases, OnsiteGo will be liable to provide a letter from the brand mentioning the fact that the replacement has been provided by the brand and also mentioning the IMEI number of the replacement device.

Cancellations

This SPSA can be cancelled within 30 days of purchase without any reason whatsoever, provided no Service Requests have been filed against the service agreement. Upon cancellation of the SPSA no charge will be deducted from the amount paid towards the SPSA and the entire amount shall be refunded. No cancellations can be made by the Customer after 30 days from the Date of Purchase of SPSA.

If the Customer makes a request, knowing it to be false and/or fraudulent as regards the value or the amount of work or otherwise, this Service Agreement is deemed to be cancelled from inception without return of money paid and the customer must return all request payments received till such cancellation, including any shipping charges or other ancillary charges incurred by the Company.

General

a) We may subcontract the services provided under any OnsiteGo SPSA without notice to Customer.

b) This Agreement is the complete and exclusive agreement between Onsite Electro Services Pvt. Ltd. and Customer relating to the subject matter hereof. 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. No amendment or modification shall be binding unless made in writing and signed by an authorized representative of Onsite Electro Services Pvt. Ltd.

c) We shall not be liable for delay in furnishing or failing to furnish service if such delay or failure is caused by an act of God, strike, governmental action or any other cause beyond Onsite Electro Services Pvt. Ltd.’s control.

d) If any provision of these terms of service shall be held to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remaining provisions hereof shall not in any way be affected or impaired.

e) If at the time of occurrence of any claim for a device covered under this SPSA there shall be subsisting any other Warranty/Maintenance Contract/Extended Warranty/ or similar programme of any nature whatsoever covering the Equipment whether effected by this agreement or not then we shall not be liable to pay or contribute more than its rateable proportion

f) The marketing brochures are meant purely for educating customers about the features and terms of SPSA and they have no commercial value.

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

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

i) The SPSA is serviceable only within the territorial limits of India.

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

SDPSA:Spills and Drops Protection Service Agreement for the covered product, the terms and conditions of which have been set out in this document.

Service Agreement: Spills and Drops Protection Service Agreement.

We, Us, Our:the issuer of SDPSA i.e OnsiteGo.

You/Your/Beneficiary/User: The person to whom we are issuing our SDPSA.

Covered Product: The unique product being covered by Our SDPSA. Our SDPSA is currently available for select brands of Mobile Phones, Tablets & Laptops that carry a manufacturer warranty valid in India.

Purchase Window: A period of 7 calendar days from date of purchase of the Covered Product as mentioned on the invoice issues by the retailer within which SDPSA can be purchased.

Coverage Start Date: This is the date when coverage will start under the SDPSA and is the date on which the SDPSA is purchased.

Coverage Amount: The maximum amount covered under OnsiteGo SDPSA which is same as the Purchase Price of the Covered Product.

Coverage Type: This defines the level of coverage for the Covered Product.

Manufacturer's Warranty: The original in box warranty coverage that has been provided by the manufacturer in respect of the Covered Product. Manufacturer’s warranty is assumed to begin on the date of purchase of the device as mentioned on the invoice.

Purchase Price: The purchase price of the Covered Product specified on the invoice.

Invoice:The original invoice that has been issued to you by the retailer for the Covered Product for which you have purchased an SDPSA.

Coverage Term: This is the tenure of coverage of SDPSA which is a period of 12 months calculated from the purchase date of the Covered Product as mentioned on the Invoice.

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

Introduction – What is Covered

This Program is applicable only if the Covered Product -

a)     Suffers any physical damage that causes the Covered Product to stop working or causes a non-cosmetic part of the Covered Product to stop working.

b)     Fails to work because fluid has entered its internal circuitry.

OnsiteGo will, at its discretion, repair or replace or provide a gift card subject to paragraph “MAXIMUM LIABILITY” below if any of the events listed below occur. The Covered Product will be repaired or replaced at the discretion of OnsiteGo.

We will assess your claim and determine whether You are entitled to a remedy under this SDPSA within a reasonable time of receiving the details of your valid request documents. OnsiteGo’s logistics partners will have the Covered Product shipped to an authorized service center and get it repaired using genuine spare parts. Once the Covered Product is repaired, our logistics partners will have the product shipped back to you. For areas, not covered by OnsiteGo’s logistics partners, We may guide you to the nearest service centre for repairs.

The cost of 2 way shipping will be borne by Us except in cases where the SDPSA is considered void by virtue of section “WHAT IS NOT COVERED” mentioned below. In such cases the cost of shipping will be borne by the Customer and if our logistics partners have incurred the cost of shipping wholly or in part – the Customer shall be liable to repay the amount to OnsiteGo.

This SDPSA effectively transfers the risk of physical damage and liquid damage from You onto Ourselves, while ensuring standardized repair service for your devices.

Transfers

When you sell/gift your Covered Product, OnsiteGo SDPSA will NOT be transferred to the new owners. However, your spouse, children or parents can use the equipment without limiting this SDPSA’s applicability on the covered equipment.

What is Not Covered

This SDPSA does not cover the following components or specific conditions -

a) Loss or theft or burglary of the device arising out of any reason whatsoever.

b) Loss arising after 12 months from date of purchase.

c) If OnsiteGo SDPSA is bought on a date which is post the date of purchase of the Covered Product or outside the Purchase Window.

d) Any physical or liquid damage that has occurred prior to the commencement of SDPSA.

e) Any loss due to hire or loan of the covered product to a third party.

f) Loss arising due to unlawful act including Terrorist Activity, War, Nuclear Explosion, Radioactive Contamination, Chemical, Biochemical, Biological, Electromagnetic, Cyber Attack etc.

g) Consequential loss of any kind or wear & tear, manufacturing defects etc.

h) Retailer Invoice does not bear the IMEI/Serial Number of the Covered Product.

i) Loss caused by incorrect storage, poor care and maintenance, careless use, gross negligence, incorrect installation and incorrect set-up.

j) Loss covered by supplier, dealer or factory warranty.

k) Any loss of data or software installed in the product.

l) Any loss arising outside the territorial limits of India.

m) If the Covered Product is bought outside India or via a channel or retailer that is not an officially channel mandated or recognized by the Brand.

n) If the brand to which the Covered Product belongs does not have minimum 1 authorized Service Center anywhere in India at the time of filing a Service Request.

o) Covered Product does not have a minimum of 12 months manufacturer’s warranty that is valid in India.

p) Any loss, which is cosmetic in nature and does not result in complete stoppage of/or functioning of product.

q) Any loss due to SIM card and any ancillary product etc. even if the product results in complete stoppage of functioning.

r) Any loss or damage to accessories and panels even if forming a part of standard pack or to any complimentary or ancillary product/s made available under any promotional scheme.

s) Physical or liquid damage occurring outside of the Coverage Term.

Maximum Liability

The liability under OnsiteGo SDPSA shall not exceed in aggregate the Coverage Amount, the basis of indemnity shall be the cost of replacement as stated below:

a) Total Loss:Maximum liability for the Covered Product shall be the Coverage Amount subject to Depreciation, depending on the age of the Covered Product from the Coverage Start Date and the Date and Time of filing the service request.

b) Partial Loss: Maximum liability for the Covered Product shall be the repair. If the repair cost or the maximum liability at the time of damage exceeds the Total Loss value, the service request shall be considered as Beyond Economical Repair (BER) and shall be settled on a Total Loss basis.

c) Maximum of 1 service request shall be addressed during the Coverage Term.

d) If the repair amount is greater than the compensation payable, You will retain the option to bear the difference amount to get the Covered Product repaired.

e) The maximum liability shall be calculated by applying depreciation on the repair value as follows:

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

Depreciation

Upto 90 days

No Depreciation

91 to 180 days

20% of Coverage Amount

More than 180 days

35% of Coverage Amount

f) Except as indicated above, in no event will OnsiteGo be liable for

      1) 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.

      2) Incidental damages due to malfunction of the product such as loss of income or loss of profit etc.

      3) Any request made by a third party or made by customer on behalf of a third party.

      4) Any damage that occurs as a result of customer's failure to follow the directions in the user manual.

This limitation of liability applies in all circumstances i.e. when damages are sought, a claim made under this limited SDPSA or as a tort claim (including negligence and strict product liability), a contract claim, or any other claim. This limitation of liability cannot be waived or modified by any person. This limitation of liability will be effective even if Customer has advised Onsite/their representatives of the possibility of any such damages or even if such possibility were reasonably foreseeable.

Compensation

a) In the event of Total Loss of Covered Product compensation will be by way of providing a replacement phone or payment to the account by suitable mode or a gift card redeemable at an electronics retailer of OnsiteGo’s choice.

b) In the event of Partial Loss of the Covered Product compensation will be by cashless repair to the Covered Product or NEFT/payment to the account by suitable mode. Maximum liability for each Covered Product shall be cost of repair inclusive of parts, labour and associated taxes.

Your Responsibility

a) You will be required to provide us with a copy of the invoice bearing the IMEI/Serial Number at the time of filing a Service Request.

b) You are required to correctly select the right SDPSA for your product based on condition, price or purchase location.

c) It is your responsibility to properly maintain, store and use your item according to the manufacturer instructions and take all reasonable steps to use your equipment as prescribed by the manufacturer and to safeguard the Covered Product.

d) In the event of loss, declare/disclose all the material fact about the incidence or event and submit salvage/residual.

e) In the event of a loss, all benefits shall be forfeited, where there are any misrepresentations, wrongful description or non-disclosure of any material fact significant to admission of liability and assessment of loss.

f) Activate the plan within 4 weeks of purchasing it and prior to filing a Service Request.

g) If the IMEI/Serial Number has changed by the manufacturer/retailer/distributer on account of repairs or product exchange, You will provide us with the relevant documentation clearly indicating the old and new IMEI/Serial Number along with the date and reason for the change in the IMEI/Serial Number.

Non-fulfilment of ANY of the above conditions may result in the SDPSA being considered as void and all claims made against SDPSA are liable to be rejected.

Procedure to file a service request

In the event of covered loss, You are required to take the following steps -

a) Intimate OnsiteGo about the loss and the nature of loss at 1800 22 0506 or +91 99205 99206 within 7 days of its occurrence

b) Submit documents required by OnsiteGo to process the request.

c) For loss under the damage category, the event needs to be notified to OnsiteGo with proximate cause or reason of loss, in turn OnsiteGo will arrange to take the covered product to a service centre & obtain service estimate towards damage or reasonably guide the Customer to an OnsiteGo affiliated service center.

OnsiteGo Service Assurance for qualifying brands

a) In the event of your device requiring repair under the terms of SDPSA, OnsiteGo undertakes to get your device repaired from authorised service centers using genuine spare parts.

b) Subject to the other terms and conditions mentioned in this document, OnsiteGo provides committed timelines for repairs for certain qualifying brands of devices. In the event that your device of qualifying brand requires repairs OnsiteGo will get the repairs carried out within a period of fourteen/twenty one working days from the date of registering a request with OnsiteGo. If OnsiteGo is unable to get your device of qualifying brand repaired within the time period specified above from the date of registering a request, you will be eligible to receive a replacement device from OnsiteGo, provided that:

      1) There is no delay in handing over the device to us when we request you to hand it over to us for repairs; any delay in handing over the device to us will extend the commitment by the delayed period.

      2) You are able to provide the correct documentation to us on time when we request you for it; any delay in handing over the correct documentation to us will extend the commitment by the delayed period.

      3) You respond within reasonable time to a request(s) for any relevant information regarding the device and the event that led to the device being damaged or to any other information sought by us to process your claim quickly; any delay in responding to us in a timely manner will extend the commitment by the delayed period.

      4) OnsiteGo uses only genuine parts for repairs. At times, global events disrupt the supply of these spare parts for an extended period of time. While OnsiteGo will make all efforts to provide a resolution in the committed timelines, the Service Timeline will not apply when spare parts supply is disrupted due to events over which OnsiteGo has no control especially when those events disrupt global supply chains

      5) The brands qualifying for this service assurance are listed below. If your device is manufactured or marketed by any brands except those mentioned herein OnsiteGo does not provide a committed timeline for repairs whatsoever.

Category

14 Working Days

21 Working Days

Mobiles

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

Laptops

Apple, HP, Dell, Sony

Acer, Lenovo, Asus

Cameras

Sony, Samsung, Nikon

Canon, , Panasonic, Olympus

For brands that do not repair damaged products but replace them, OnsiteGo will provide the Customer with the replacement provided by the brand, which may or may not be a new piece. The payment required to be made to the brand, to process the replacement, will be made by OnsiteGo. In such Case, OnsiteGo will be liable to provide a letter from the brand mentioning the fact that the replacement has been provided by the brand and also mentioning the IMEI number of the replacement device.

Cancellations

This SDPSA can be cancelled within 30 days of purchase without any reason whatsoever, provided no Service Requests have been filed against the service agreement. Upon cancellation of the SDPSA no charge will be deducted from the amount paid towards the SDPSA and the entire amount shall be refunded. No cancellations can be made by the Customer after 30 days from the Date of Purchase of SDPSA.

If the Customer makes a request, knowing it to be false and/or fraudulent as regards the value or the amount of work or otherwise, this Service Agreement is deemed to be cancelled from inception without return of money paid and the customer must return all request payments received till such cancellation, including any shipping charges or other ancillary charges incurred by the Company.

General

a) We may subcontract the services provided under any OnsiteGo SDPSA without notice to Customer.

b) This Agreement is the complete and exclusive agreement between Onsite Electro Services Pvt. Ltd. and Customer relating to the subject matter hereof. 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. No amendment or modification shall be binding unless made in writing and signed by an authorized representative of Onsite Electro Services Pvt. Ltd.

c) We shall not be liable for delay in furnishing or failing to furnish service if such delay or failure is caused by an act of God, strike, governmental action or any other cause beyond Onsite Electro Services Pvt. Ltd.’s control.

d) If any provision of these terms of service shall be held to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remaining provisions hereof shall not in any way be affected or impaired.

e) If at the time of occurrence of any claim for a device covered under this SDPSA there shall be subsisting any other Warranty/Maintenance Contract/Extended Warranty/ or similar programme of any nature whatsoever covering the Equipment whether effected by this agreement or not then we shall not be liable to pay or contribute more than its rateable proportion

f) The marketing brochures are meant purely for educating customers about the features and terms of SDPSA and they have no commercial value.

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

h) All rights reserved with Onsite Electro Services Private Limited

i) The SDPSA is serviceable only within the territorial limits of India

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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