Terms Of Service (Detailed)

Read the shorter version here.

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: The same day as the date of purchase of the Covered Product as mentioned on the invoice issued by the retailer on 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) c) If OnsiteGo SPSA is bought on a date which is post the date of purchase of the Covered Product.

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) Get your Certificate of Protection within 30 days of purchasing the plan. Requests for devices activated post 30 days from purchase are liable to be rejected.

d) Ensure your device invoice is electronically generated (printed) and has a complete break up of taxes. In case of manual invoices or fraudulent invoices, rejection of request will be at the discretion of OnsiteGo.

e) 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.

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

g) 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.

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

i) 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

Service Assurance will not be applicable if device is not activated within 30 days of plan purchase.

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
^