Onsitego Extended Warranty - Terms and Conditions

Definitions: -

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 Service Agreement i.e., Onsitego.

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

Covered Product: Only brand new product would be covered by Our EWSA.

Purchase Window: This EWSA can be purchased up to nine months after purchase of new device.

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 (OEM) of 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. The 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 calendar months in case of 1/2 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 the Manufacturer’s Warranty and Extended Warranty should be a maximum of 5 years.

Maximum Liability: The maximum coverage amount of Onsitego EWSA.

Balance Liability: This will be calculated as Maximum Liability minus cumulative cost of repairs in all previous service request/s.

Customer Applicable Payment: This is the amount the customer has to pay if the device is irreparable, declared Beyond Economic Repair (BER) or if the repair quotation is greater than Balance Liability.

Case 1 – Repairable Device: Service Request Cost – Balance Liability = Customer Applicable Payment

Case 2 – BER or Irreparable Device: Purchase Price – Balance Liability = Customer Applicable Payment

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 either be repaired at Onsitego Authorised Service Centers using high quality spare parts or replaced with a new or refurbished device or Gift Cards or Gift Vouchers 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 of replacement. 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 center 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/locations not covered by Onsitego’s logistics partners, We may guide You to the nearest service center for repairs.

The EWSA is limited only to the manufacturing/workmanship defects in the Covered Product. This EWSA covers

Cost of parts 2) Cost of labor 3) Cost of delivering the service at home or cost of transporting the product for repairs.

What is Not Covered

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

Covered Product that does not carry a minimum of one-year Manufacturer’s Warranty valid in India at the time of purchase.
If the OEM of the Covered Product does not have even One (1) Authorised Service Center anywhere in India at the time of filing a service request, the EWSA shall be considered void and the amount paid for the EWSA shall be refunded to You.
Physical or accidental damage of any kind that causes internal or external components to malfunction.
Issues arising on account of liquid/water logging.
Issues arising out of regular wear and tear of the Covered Product.
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.
Breakdown on account of any accessories not originally provided by the manufacturer of the Covered Product.
Issues arising as a result of non-operating or cosmetic deterioration that do not affect the functionality or operation of the Covered Product.
If modifications are carried out in consonance with the brands’ policies using genuine parts and through Authorised Service Centers 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 up to the Maximum Liability under EWSA and will exclude the modifications carried out.
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.
Any other condition that voids the Manufacturer's Warranty prior to end of its standard warranty period, including repairs from local and unauthorised service centers.
Any issue occurring prior to the commencement of the EWSA or after its expiry.
Breakdown of accessories, cosmetic components or consumption of consumable products such as refrigerant gas, 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. For refrigerator, doors are not covered. For printer, printer head, cartridge and ink is also not covered. Remotes are not covered for any device.
Defects due to transmission/cable/DTH/or any other external source from where the signal input is fed to the product.
Breakdown caused by a failure to follow the manufacturer's installation or operating instructions.
Product(s) with removed or altered serial numbers.
Damage to computer hardware, software and data caused by, including, but not limited to viruses, application programs, network drivers, source code, object code or proprietary data, support, configuration, installation or reinstallation of any software or data.
Any product fraudulently described or misrepresented by You.
Malfunction of the Covered Product resulting from inadequate safekeeping, storage at high temperatures or humidity, storage with mothballs or leakage of batteries.
Damage occurring due to natural calamities like floods, earthquakes and acts of God.
Products used for commercial uses are not covered.

Maximum Liability under EWSA

The maximum amount payable by Us under this EWSA accounts for depreciation and is determined based on two factors (1) Age of the device at the time of filing a service request, and (2) the Purchase Price that is mentioned on the retailer Invoice.

Age of Device	Maximum Liability	Device Depreciation Value
12 to 18 Months	70% of Purchase Price	30% of Purchase Price
18 to 24 Months	60% of Purchase Price	40% of Purchase Price
24 to 36 Months	50% of Purchase Price	50% of Purchase Price
36+ Months	40% of Purchase Price	60% of Purchase Price

For example, If You purchase a Device worth ₹30,000 (Purchase Price), the Maximum Liability and Depreciation Amount will be as follows:

Age of Device	Maximum Liability	Device Depreciation Amount
12 to 18 Months	₹21000	₹9000
18 to 24 Months	₹18000	₹12000
24 to 36 Months	₹15000	₹15000
36+ Months	₹12000	₹18000

If for any service request, the estimated cost is greater than the Balance Liability of the device or if the device is not repairable or the repair cost is greater than 75% of Purchase Price, i.e. the device is Beyond Economic Repair (BER), then Onsitego will provide one of the following solutions at its sole discretion. Post this, the EWSA will be considered as fulfilled and Onsitego will have no further obligations, notwithstanding any outstanding term of the Service Agreement.

Once the Customer Applicable Payment has been made by You, Onsitego will provide a new device with the equivalent brand and model as Your malfunctioning device; or
If You do not wish to pay the Customer Applicable Payment, Onsitego at its sole discretion, may provide a refurbished replacement device or Gift Cards or Gift Vouchers of approximately the same value as the Balance Liability at its discretion.

Example:

Customer has purchased a device worth ₹30,000 (Purchase Price) with 1 Year of Manufacturing Warranty, Customer also purchased an Onsitego EWSA along with the device. The device has a manufacturing defect in the 15th month after the purchase of the device.

Scenario 1:-

Customer registers first service request with Onsitego.
Onsitego arranges pick-up from customer’s location. Service center gives a repair quotation of ₹5,000.
Since the repair quotation is less than Maximum Liability of ₹21,000, Device gets repaired in Onsitego Authorised Service Center and shipped back to customer.
Service request is closed.

Scenario 2: -

Customer has already availed some services in the past & the cumulative repair cost was ₹5,000/-.

Now Balance Liability is ₹30,000 (Purchase Price) – ₹9,000 (Depreciation 30% of the Purchase Price in this case) – ₹5,000 (previous service request cost) = ₹16,000.

Customer registers another service request with Onsitego.
Onsitego arranges pick up from customer’s location.
Device sent to Onsitego Authorised Service Center, service center gives Rs 22,000 repair quotation.
Since the repair quotation is less than 75% of the Purchase Price, the device will be repaired.
Onsitego will send a payment link to customer to pay ₹6,000 {₹22,000 (repair cost) – ₹16,000 (Balance Liability)}.
Customer makes the Customer Applicable Payment of ₹6,000.
Device gets repaired in Onsitego Authorised Service Center and shipped back to customer.
Service request is closed and EWSA term is over as the Balance Liability is now nil.
Moreover, if You do not agree to pay the Customer Applicable Payment, the service request will be closed. In such cases customer will be offered a refurbished device (at the discretion of Onsitego).
If You are not in agreement with either of the above conditions, then Your unrepaired device will be returned to You.

Scenario 3:-

Customer registers service request with Onsitego.
Onsitego arranges pick-up from customer’s location.
Device sent to Onsitego Authorised Service Center, Service Center gives ₹24,000 as repair quotation
Since the repair quotation is greater than 75% of the Purchase Price of the device, the device will be declared Beyond Economic Repair (BER) and will have to be replaced.
Onsitego will send a payment link to customer after calculating the amount as per the Balance Liability.
Customer makes the Customer Applicable Payment:
- Case 1- No prior repairs: ₹30,000 (Purchase Price) – ₹21,000 (Balance Liability) = ₹9,000
- Case 2- Prior repairs of 5000: ₹30,000 (Purchase Price) – ₹16,000 (Balance Liability) = Rs 14,000
Replaced device will be shipped to customer.
Service request closed and EWSA term is over as the Balance Liability is now nil.
Moreover, if You do not agree to pay the Customer Applicable Payment, the service request will be closed. In such cases customer will be offered a refurbished device (at the discretion of Onsitego).
If You are not in agreement with either of the above conditions, then Your unrepaired device will be returned to You.

Purchase Price	Maximum Liability^#	Previous Service Request Cost	Balance Liability	Estimated Cost Of New Repair	Beyond Economic Repair (BER)	Action
₹30,000	₹21,000	₹0	₹21,000	₹5,000	₹22,500	Device is repaired by Onsitego. (Scenario 1)
₹30,000	₹21,000	₹0	₹21,000	₹22,000	₹22,500	Customer pays ₹1000 and Onsitego Repairs the device. Plan Ends.
₹30,000	₹21,000	₹0	₹21,000	₹24,000	₹22,500	Because the device is BER, it will be replaced. Onsitego replaces the device after the customer pays ₹9000. Plan Ends (Scenario 3 –> Case 1)
₹30,000	₹21,000	₹5,000	₹16,000	₹15,000	₹22,500	Device is repaired by Onsitego.
₹30,000	₹21,000	₹5,000	₹16,000	₹22,000	₹22,500	Customer pays ₹6000 and Onsitego Repairs the device. Plan Ends. (Scenario 2)
₹30,000	₹21,000	₹5,000	₹16,000	₹24,000	₹22,500	Because the device is BER, it will be replaced. Onsitego replaces the device after the customer pays ₹9000+₹5000=₹14000. Plan Ends (Scenario 3 –> Case 2)

# Maximum Liability for Device Age between 12 to 18 Months

Except as indicated above, in no event will this EWSA 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, commercial or economic loss of any kind, or special, incidental, or consequential damages.
Incidental damages due to malfunctioning of the product such as loss of income or loss of profit etc.
Any request made by a third party or made by a customer on behalf of a third party.
Any damage that occurs as a result of the 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

You will be required to provide Us with a copy of the complete set of requisite documents at the time of the 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.
EWSA is only applicable for the devices purchased from Flipkart Platform within the past 9 months.
You are required to correctly select the right EWSA for Your product based on condition, price and purchase location. If the price of the device purchased by the Customer falls outside the price slab, Onsitego may choose to refund the plan amount at any given point of time.
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.
It is Your responsibility to properly maintain, store and use Your device according to the manufacturer’s instructions and take all reasonable steps to use Your device as prescribed by the manufacturer.
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.
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 requests will be at the discretion of Onsitego.
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. This EWSA plan is only available for purchase by end-users, and it is not permitted to sell or resell this plan. By purchasing this plan, you agree to use it for your personal use and not for commercial purposes or resale. Any unauthorized resale or distribution of this plan is strictly prohibited and may result in the immediate termination of your access to the plan without a refund.
Service requests may be rejected if the address provided by the customer at the time of the service request is different from the address provided by the customer at the time of purchase of the plan.

Cancellations

This EWSA can be cancelled within 10 days 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 10 days.

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 the 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

We may subcontract the services provided under any Onsitego EWSA without any prior notice to the Customer.
In the event of repairs of any part/s of the device, 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.
This Agreement is the complete and exclusive agreement between the issuer of Onsitego EWSA i.e., Onsite Electro Services Pvt. Ltd. and Customer relating to the subject matter hereof. Flipkart is only an authorised reseller of Our products, and shall not be responsible for any of Your grievances 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 authorised representative of Onsitego.
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.
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.
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 program 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.
The marketing brochures are meant purely for educating customers about the features and terms of EWSA and they have no commercial value.
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. All rights reserved with Onsite Electro Services Private Limited.
There would be no monetary settlement in lieu of this EWSA.
The EWSA is serviceable only within the territorial limits of India.

FAQs

Q. What is Onsitego Extended Warranty?

A. Onsitego Extended Warranty replicates the warranty provided by Your manufacturer for a period of up to 2 years beyond what the manufacturer provides. The plan covers all malfunctions and manufacturing defects in the device or appliance. Extended Warranty is applicable for up to 2 additional years after the expiry of the manufacturer’s warranty, depending on the plan You buy. However, the sum of the manufacturer’s warranty and extended warranty should not exceed 5 years. You can buy Extended Warranty till up to 9 months after purchasing a device or appliance.

Q. When does my Extended Warranty start?

A. Our Extended Warranty plan starts on the day after the manufacturers' warranty expires. For eg; If Your phone warranty or brand warranty expires on 20 May 2023, Our warranty starts on 21 May 2023, such that Your smartphone is always covered.

Q. How many times will the device be repaired?

A. There is no limit on the number of Service Requests You can raise against Our Extended Warranty plan. We will keep repairing the device without any charges till the cumulative costs of all service request do not exceed the Maximum Liability. However if for any 1 Service Request, the cost of repairs is greater than 75% of the Purchase Price, the device will be replaced after the receipt of Customer Applicable Payment. If You do not wish to pay the Customer Applicable Payment, Onsitego at its sole discretion, may provide a refurbished replacement device or Gift Cards or Gift Vouchers of approximately the same value as the Balance Liability at its discretion.

Q. What if the device cannot be repaired?

A. If the device cannot be repaired, Onsitego will provide You with an equivalent replacement device, subject to the Balance Liability, which may or may not be a new device. Once Your device is replaced, the Extended Warranty plan will expire. Please refer to the section “Maximum Liability under EWSA” for more details.

Q. Will my device be covered up to the invoice value?

A. The device will be covered till the cumulative costs of all service request do not exceed the Maximum Liability. The Maximum Liability is calculated after taking into account the device's depreciation based on its age at the time.

Q. Will my device be repaired at Authorised Service Center?

A. Yes, Your device will be repaired at an Onsitego Authorised Service Center using high quality spare parts.

Q. Are physical and liquid damage covered in this Extended Warranty plan?

A. Our Extended Warranty plan does not include any Accidental Damage or Fluid Damage by any nature even if explicitly covered under Manufacturer's warranty.

Q. What will happen to my personal data and information on my device?

A. Well, it is Your data and it will remain Your data alone. We will remind You to remove all the data before the agent leaves Your place with the device. However, the responsibility of Your data is always Yours and Onsitego cannot be held responsible for any misuse of Your data.

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

A. While We will be sorry to see You cancel the plan. You can request for the same within 10 days, provided You have not already filed a Service Request. For cancellation of the plan and arranging refund, You will be required to cancel the order in "My Orders" section on Flipkart or by contacting Flipkart customer care.

How to use Onsitego Extended Warranty

If Your product is not functioning normally, please check the settings on Your product and ensure they are configured correctly.
Please read this Service Agreement and check whether the problem faced by You is covered under this Service Agreement.
If You believe the problem faced by You is covered under this Service Agreement, You can raise a service request on Our website www.onsitego.com, on Onsitego App, You can also call Us on 9920599206 or email Us at help@onsite.co.in within 7 days of its occurrence. We will get Your product repaired.

Escalations

If You are not satisfied with the services provided by Onsitego, You can contact Us on:

Name	Mail ID	Phone	Response TAT	Availability
Escalations Desk	escalations@onsite.co.in	022 62164894	1 day	10:00 AM - 7.00 PM, Mon to Sun

*Except public holidays

“In case of any issues with the delivery or installation of Your newly purchased device or any issues regarding Your device in the manufacturing warranty, kindly contact the retailer/manufacturer.”