Terms and Conditions

These Terms and Conditions constitute an electronic record within the meaning of the Information Technology Act, 2002. This electronic record is generated by a computer system and does not require any physical or digital signatures. Please read these Terms and Conditions carefully before availing Service. By availing any Service, you signify your agreement to be bound by these Terms.

These Terms and conditions (“Terms and Conditions”/ “Agreement”) has been entered into between Reliance Retail Limited, a company incorporated under the Companies Act, 1956 having the its Registered Office address at 3^rd floor, Court House, Lokamanya Tilak Marg, Dhobi Talao, Mumbai - 400002 (“Reliance”/ “resQ”) (through its resQ care business Division) and the Customer.

DEFINITIONS

1. “Brand” shall mean Manufacturer/OEM/Brand Owner/Trade Name Owner of the Product.

2. resQ Care Plan (”RCP” or “Plan”):shall mean the Plan comprising of Services or service solutions to the Products offered by resQ and as subscribed/purchased by the Custom

3. “Product(s)” shall mean all the products including CDIT and Electronic Products, Electronic and Electrical goods/household appliances, IT products, Smart Devices/Appliances which is in proper working condition and under the warranty of respective Brand /OEM/Manufacturer.

4. Cancellation Period/ Free Look up Period: shall mean 7 days from the date of Purchase of the Plan(s) within which the Customer may cancel the Plan(s) and obtain a full refund of the Plan Fee, however, during this period the Customer shall not be eligible for any claims under RCP.

5. “Customer” shall mean the person who purchases or subscribes to the resQ Care Plan (RCP) online/offline or who use the Services on behalf of Customer.

6. “Service” shall means the repair and maintenance services including annual maintenance, preventive maintenance and extended warranty services to be given by resQ under the subscribed Plan to keep the Product in working and running condition.

7. Beyond Economic Repair (BER): In case the cost of repair by means of claim / claims, exceeds 75% of the of the Product’s Sum Insured or Balance Sum Insured (whichever the case may be)during the tenure of resQ Care Plan , then the claim shall be termed as Beyond Economic Repair (BER).

8. Total Loss: in the event of the Product cannot be repaired within the reasonable time or reasons beyond its control (parts not available or otherwise)

1. TERM

   1. This Agreement shall become effective from the date Reliance, at its sole discretion, accept after due verification, the application of the Customer stated herein and inspect and approves the Product, and the term shall continue to remain in force for a period as applicable under the respective Plan, unless terminated earlier as per terms herein,

2. SCOPE

1. Reliance shall provide the Services, during the Term, to Customers Product as per the Plan subscribed/purchased by the Customer.

   1. Reliance may, at its sole discretion, provide Services not covered within the scope defined in clause 2(i) including without limitation replacement of any spare parts and provision of Services 2(v) listed in below at Reliance’s then prevailing rates and Terms and Conditions

   2. All defective spare parts replaced by Reliance with new spare parts or spare parts equivalent to new in performance, when used shall become property of Reliance and Customer shall not claim any right in the same.

   3. This Agreement herein shall continue to remain in force if due to any reason, Brand replaces the product of the Customer under standard warranty period with the product of similar model or product’s sub-category or of different size/capacity/model/brand but of the same product sub-category.

   4. Customer can avail the Services under the resQ Care Plan only upto the Sum Insured or Product’s invoice value whichever is lower. As per clause number viii of 4 CHARGES & PAYMENT then settlement to done as per the conditions stated therein. The product’s sum insured or invoice value (whichever is lower) will remain applicable for the entire duration of the ResQ Care Plan (RCP). This amount will not be renewed or restored on a yearly, quarterly, or semi-annual basis during the tenure of resQ Care Plan.

   5. Provision of Services under this Agreement are contingent upon proper use of the Product by the Customer and does not cover:

      1. Product :

         • Which has damaged due to unusual physical or electrical stress, or rat bite/ urination

         • Serial number of which has been altered, defaced or removed

         • Which has been modified, altered, adjusted or repaired/serviced by unauthorised persons.

         • Which is transferred by the Customer to any other person

         • Which has been damaged due to fire, looting/arson, acts of terrorism or acts of Godlike flood, lightening, earthquake, etc.

         • which has been damaged due to failure on the part of the Customer to follow instructions for use of Product including without limitation provision of standard power connection and dust proof environment; or

         • Which has been relocated by the Customer from its original place of installation to a location which is outside the municipal limits of the town/city where service centre of Reliance is located.

         • Which is more than 5 years old (from date of manufacture /purchase) excludes AC, Refrigerator and Washing Machines as appropriate.

         • Which is an assembled one and not of a classified manufacturer b. Addition or removal of accessories. ii. Any damage caused to Plastic/rubber/sheet metal parts, like main liner crack, doors, bulb, cabinet, antenna, interconnecting cable, rubber pads for remote, stabilizer, filters, grills, casing, tray etc in case of Consumer Electronics/Home Appliances

      2. Addition or removal of accessories

      3. Any damage caused to plastic/rubber/sheet/metal parts, like main liner crack, door, bulb, cabinet, antenna, interconnecting cable, rubber pad for remote, stabilizer, filters, grills, casing, tray etc. in case of consumer Electronics / Home Appliances.

      4. Consumables, including, but not limited to, magnetic media, a/c adapters, batteries and tablet PC pens stylus, accessories purchased in addition to the base unit, such as docking stations and port replicators, storage/transferring/replicating data from faulty hardware to the swapped hardware, maintenance kits, non-Standard devices, add-ons cards/devices. any kind of software support or installations, addition/alteration/modifications to Product/software/hardware, repair of cracked glass panel on monitor, damage caused by too much pressure exerted on the Display/Panel or software in the system, irrespective of the nature of the software i.e application/operating system in case of IT Product’s.

1. Use of unauthorized parts and accessories.

   1. The Products repaired by or through any non authorised service centres of Brand/resQ

2. Reliance may at its sole discretion provide Services for damaged Product specified in clause 2(v) at Reliance's then applicable rates and Terms and Conditions.

   1. To avail Services, Customer must present to Reliance at the time of execution of this Contract, proof of purchase or proof of age of the Product or a declaration for the same in writing, in the format approved by Reliance.

   2. Services shall be provided only during normal working hours on regular working days of resQ or its service providers

9. The Customer recognises that availability and quality of Services to the Customer may be adversely affected by the factors beyond the control of Reliance such as physical obstruction, acts of God, for which Reliance shall not be held responsible in any manner.

10. Reliance makes no express or implied warranties whatsoever regarding the Services provided/rendered and/or effects thereof etc. and shall not be liable to the Customer or any other person claiming, by, through or under the Customer,

xi Reliance may at its sole option offer any additional or extra services on a complementary basis to the Customer which can be withdrawn and/or stop at any time.

Xii Reliance may at its sole discretion offer any additional/extra services on payment of charges as per prevailing rate card/offers.

13. Customer is aware that Reliance reserves its right to assign any of its rights or obligations to any person or third party or service provider and Customer undertakes that it shall not object to the same.

14. Based on type of Product and purchase plan, services will be rendered by resQ or its service providers. Services may be rendered either on a Carry-in basis or On-site visit basis.

For Laptops during RCP Plan’s coverage period, customer can avail Free of Cost at home Service and

home pick up & drop facility during the repairs claimable under the resQ Care Plan.

15. In case the Product for which Plan is purchased by Customer found to be damaged/defective/non-working condition by resQ engineer, then the Plan shall be stand cancelled/terminated and the purchase amount paid by the Customer shall be refunded.

16. Aesthetic defects, which do not affect the functionality of the Product are not covered under Plan.

17. Water Purifier - If Resq Care Plan is purchased with coverage of consumables, then consumables will be replaced only once a year during extended warranty period.

3. REPRESENTATION, RESPONSIBILITIES AND LIABILITIES OF THE CUSTOMERS

3. Customer shall provide full and unrestricted access to the Product in Customers premises/possession to resQ and /or its service provider or engineer in order to provide Service. .

4. Customer shall provide adequate storage space for spare parts, test Product and adequate work space, heat, light, ventilation and electric current for use by representative of Reliance/its authorized representative for provision of Services at Customer's location/premises,

5. In case of IT Product’s, Customer shall;

1. Be solely responsible for the security of its proprietary and confidential information and for maintaining a procedure external to the hardware Product’s for reconstruction of lost, or altered files, data or programs.

2. Upon request of Reliance, support Reliance or its representatives in resolving the problem remotely by starting and executing self-tests and/or other diagnostic tools and programs, providing all necessary information or performing basic remedial activities;

3. Allow Reliance to keep system and network diagnostic program resident on the Product and provide Reliance login access for the exclusive purpose of performing diagnostics.

4. Be responsible to de-install all add-ons and/or accessories from the Product before providing the same to Reliance for Services, maintain backup copy of all software and data, restore software and data on the unit after repair.

5. Be responsible for the user application software installation and insure all software is appropriately licensed,

6. Adhere to and retain all original software licenses, upgrade license agreements and license keys.

   1. Customer shall register all complaints/requests for service only through Call centre’s at telephone numbers/ resQ Consumer Application/e-mail address provided by Reliance.

Toll Free -18008891044

Email id – customersupport@resq.in

6. Customer shall comply with all applicable laws, rules and regulations.

   1. Customer shall indemnify and hold Reliance harmless against any act of omission and commission and any consequences arising thereof and defend Reliance from and against all claims, arising as a result of breach of this Agreements.

   2. Customer shall inform Reliance in writing of any change in the billing address. Any written communication, billing statement or notice from Reliance to Customer will be deemed as served within 48 hours of posting by ordinary mail or earlier as the case may be.

   3. Customer agrees that it shall be his responsibility to be aware of the Agreements and the changes herein. Ignorance if any shall be the total responsibility of the Customer.

   4. The Customer understands that the Services have been subscribed on his/her own name and name change in any circumstances is not permitted. Customer shall not assign any right or interest or delegate any obligation arising herein to any person without Reliance's prior written consent. The Customer is solely responsible for any unauthorised transfer/change in ownership of the Product.

   5. Customer shall return the standby/loan spare parts, if any provided by Reliance on or before Reliance returning the original set/Spares to the Customer.

   6. In the event of condition of Product being not repairable or tagged as Beyond Economic Repair, it is binding on the Customer to accept the settlement method under commercial solution offered by Company under the refund matrix stated herein.

   7. Due to any reason, if Customer gets replacement directly from Brand or Sales Format, it is the responsibility of Customer to inform resQ in writing, about change in Product serial number / IMEI number / Model Number. Customer needs to write or send e-mail within 3 days to notify resQ about this change.

4. CHARGES & PAYMENT

   1. Customer shall make full payment of the Plan in advance at the time of its purchase Agreement

   2. For Services to be provided by Reliance pursuant to clause 2(i) and repair/replacement of spare parts to be undertaken pursuant to clause 2(ii), Customer shall forthwith make payments towards cash receipt or invoice raised by Reliance or its Authorized representative.

   3. Charges payable by the Customer are exclusive of taxes, duties or levies unless expressly stated to the contrary.

   4. In case manufacturer or brand replaces the product under standard warranty with a product of higher or lower value, the existing RCP contract shall be cancelled and a new contract must be issued for the replacement product. For replacement with a same-value product, refer to Scope, point (iv)

V. Customer may receive Electronic Transfer Cash Receipt (ETCR) via Electronic Media or Manual Cash Transfer Cash Receipt (TCR) for purchase of Plan through resQ service provider network.

Vi In the event that a customer obtains a direct refund/product replacement from the OEM/Brand during the RCP-covered period, any refund of the RCP amount shall be processed solely at the discretion of the Company.

However, no refund of the RCP Plan shall be permitted if the Plan has been enforced or if any claim, irrespective of the claim amount, has been availed by the customer under the RCP Plan coverage, when such refund/ product replacement on the covered product is availed by the customer from OEM/ BRAND

Viii TERMS AND CONDITIONS OF MONETARY SETTLEMENT:

In the event of service Product is Beyond Economic Repair (BER) or Total Loss scenario, resQ shall at its sole discretion settle the claims under commercial solution as per the Refund Matrix stated hereinafter,

Terms and Conditions applicable for settlement in case of Total Loss or Beyond Economic Repair

• The Un-repaired defective device shall become property of Reliance and Customer shall not claim any right in the same.

• Settlement amount if any shall be made only in the form of Electronic Gift Voucher or Store Credit or any other mode as to be decided by resQ.

• To settle the claims under commercial solution the below Refund matrix shall be applied Commercial solution to be offered as % value of Balance Sum Insured during the tenure of resQ Care Plan as per below matrix.

• Upon settlement of claim under Beyond Economic Repair (BER) / Total Loss then the cover under resQ Care Plan cease to exist and the plan will end, thus customer can not avail further benefits under the plan.

Product Range	Product Age during RCP Coverage
	1st Year	2nd Year	3rd Year	4th Year
TV/ Home Theatre	80%	70%	50%	30%
Refrigerator/Air Conditioner/Air Cooler/Vacuum Cleaner	80%	70%	50%	30%
Washing Machine/Dishwasher	80%	70%	50%	30%
Microwave Oven/OTG/Inverter/Geyser/Small Domestic Appliances (>10K of Product's Purchase Invoice Value)	80%	70%	50%	30%
Microwave Oven/OTG/Inverter/Geyser/Small Domestic Appliances (<10K of Product's Purchase Invoice Value)	50%	40%	20%	10%
Desktop/Laptop/Digital Camera (Any product >10K of Product's Purchase Invoice Value)	80%	70%	50%	30%
Desktop/Laptop/Digital Camera(Any product <10Kof Product's Purchase InvoiceValue)	50%	40%	20%	10%
Water Purifier/RO/Any product >10K of Product's Purchase InvoiceValue	80%	70%	50%	30%
Water Purifier/RO/Any product <10K of Product's Purchase InvoiceValue	50%	40%	20%	10%

5. SERVICE CONDITIONS & VARIATIONS THEREOF

Plan will be come into effect only after acceptance of the Product by resQ for providing services ( wherever applicable). These Terms and Conditions are subject to amendments and modifications and may be updated from time to time, without any advance notice.

6. . TERMINATION

   1. Notwithstanding anything contained herein above, Reliance shall be entitled to terminate or cancel the

 Terms and Conditions and/or restrict or suspend the Services without any notice in any of the following events:

1. If the Customer is in breach of the Terms and Conditions.

2. If the Customer transfers the Product to any other person.

3. If the Customer relocates the Product to a location which is outside the municipal limits of the city

   /town where the service centre of Reliance is located.

4. If the Customer is declared insolvent or bankrupt or is liquidated or if it being a firm, is dissolved

5. If a trustee or receiver is appointed to take over the assets of the Customer.

6. If the Brand refunds the price of the Product to the Customer.

7. If Reliance at its sole discretion determines that the declaration provided by the Customer in accordance with clause 2(vii) above is incorrect.

8. The conditions or consequences of Force Majeure continue for such length of time that further performance of the Services would be commercially frustrated,

7. In the event of termination for any reason whatsoever, Reliance shall be entitled to recover any amount in lieu of the Product due and payable by the Customer. Reliance shall, under no circumstances be responsible for refunding any amounts to the Customer including without limitation due to termination of the Contract by the Customer or due to termination by Reliance due to reason stated above.

   1. Cancellation at request of Customer: A Customer can within free look period of 7 days from date of purchase terminate the RCP by surrendering the Customers bill of purchase and the acknowledgement slip received from us. We being in receipt of all the documents from the Customer pertaining to the purchase of RCP and upon we being satisfied in all nature shall initiate the refund which would be intimated to Customer by way of SMS or any other forms of media and the Customer shall receive the refund in its respective account which was provided at the time of cancellation of RCP or on its original mode of payment or any other mode. The Customer will not be entertained for cancellation/termination and refund beyond 7 days free look period, from the date of purchase.

1. GOVERNING LAW& JURISDICTION

1. The validity, construction and performances of terms herein shall be governed by and interpreted in accordance with the laws of the Republic of India,

2. The parties hereto unconditionally and irrevocably agree to submit to the exclusive jurisdiction of the competent Courts in Mumbai with regard to any matter or dispute arising hereto or any other documents that may be executed by the parties hereto.

2. LIMITATION OF LIABILITY

Reliance , its officers, directors, and employees, or its contractors, agents, licensors, partners, or suppliers, shall not be liable to the Customer for any damages resulting from or related to any services performed by Reliance hereunder, including, but not limited to, any loss of data or software, inability of Reliance to correct any errors, malfunctions, and defects in the Product/equipment/hardware/software delay of Reliance in performing any services hereunder or liability against any loss, damage, expenses, liabilities, claim, injury caused due to the failure of performance, omission, defect of products, or deletion, interruption, error, delay, virus, communication, unauthorised access, theft, destruction, alteration or use of records.

In no event shall Reliance its officers, directors, and employees, or its contractors, agents, licensors, partners, or suppliers be liable to the Customer for any indirect, special, or consequential damages or lost or profits arising out of or related to services provided by the Reliance under this Agreement , even if Reliance has been advised of the possibility thereof, or knew or should have known thereof arising out of, or relating to (A) these Terms,

(B) the Services, (C) Customer inability to use the Services or (D) any other interactions with another user of the Services.

Reliance's liability hereunder to the Customer, if any, shall in no event exceed the total of the charges paid by the Customer to Reliance hereunder.

ADDITIONAL CONDITIONS FOR THE PLANS UNDER OUT OF WARRANTY PRODUCT

[ Repair & Maintenance service under Reliance resQ Care Plan (RCP) for out of warranty Products (OWP)] as and when applicable

1. Provision of repair & maintenance service under RCP for and in respect of OWP shall be contingent upon.

   1. Payment as an advance made by the Customer at the time of applying for RCP.

   2. Verification and validation of Product at Customer ’s premise by an authorized engineer of

      Reliance Retail Limited (resQ). based on sole discretion of the Reliance resQ.

2. Inspection of the product at Customer’s premises: An authorized engineer of resQ shall, within commercially reasonable time from the date of payment for RCP as an advance by the Customer visit the Customer’s premise to verify and validate the conditions of the product against which the payment for RCP is made by Customer.

3. In case of successful validation of Product by the authorized engineer of resQ, resQ may at its sole discretion accept this Agreement which shall remain valid from the date of purchase of RCP.

4. If upon validation, resQ at its sole discretion is of the view that it cannot provide RCP for OWP

1. Fee of Rs. 250/- plus applicable taxes shall be charged to Customer towards visiting charges of

   the authorized engineer for validation of the product at Customer’s premises.

2. Balance amount paid by the Customer towards application for the RCP will be refunded to Customer within 2 weeks from the date of inspection report of visiting Engineer.

3. Mode of refund will be same as the mode of payment done by Customer for purchasing the RCP. However, in some cases Electronic Gift Voucher or Store Credit or via any other mode can also be exercised for. processing refund back to customer.

4. Customer shall return the complete resQ Care Plan kit if received by the Customer to resQ simultaneously against receipt of refund /payment.

4. These supplementary Terms and conditions are in addition to and are to be read in conjunction with those as stipulated in the Application Form, Terms and conditions for RCP between the Customer and res Qr. All other terms shall remain in force.

5. Customer represents and warrants that he has complete knowledge of the fulfilment of precondition to avail the maintenance service under RCP and has after due consideration agreed to purchase the said RCP.

6. Any dispute arising out of these terms and conditions are subject to the exclusive jurisdiction of courts at Mumbai only.

7. Compensation value, in case of no repair support:

   1. Not applicable where as a solution method and/or replacement of Product with equivalent model is being arranged & to be given

   2. Not applicable where definite time frame of parts supply is available

   3. Not applicable when stand by unit support is provided to Customer during Product non-functional, such support to be provided on case to case basis.

   4. Not applicable where repair support can be provided to make Product in functional condition

   5. Not applicable where Product is undergone aesthetic/ physical damage in any manner whatsoever.

3. PREVENTIVE MAINTENANCE SERVICES (PMS)

Customer shall be eligible for below stated Preventive Maintenance Services (PMS) under resQ Care Plan (RCP). However such instance of PMS offerings may change from time to time based on the resQ Plan offerings and promotional offers to be effected from time to time

Products	Type of PMS offered every year of resQ Care Plan Coverage
Air Conditioner Window AC &Split AC)	Jet Service- 1 Qty	Wet Service - 1 Qty
All otherProducts	1 Qty of PMS

4. Exclusion under RCP

   Below Accessories and Parts are not covered under RCP

Product Types	Accessories & Parts	Plastic & Metal Parts
Desktop	Battery,Headphone, StorageDevice,Mouse, Mouse Pad, Key Board,Speakers, Web Cam, UPS	Frontand Cabinet
Laptop*	Battery,Charger,Adapter, Headphone,Mouse,Mouse Pad	Frontand Back Cabinet,Hinges,Body
TV	3DGlasses,Antenna, Head Phone,Cabies, Wall Mount & Table Top Brackets, Internet Dongle, Adapter	FrontCabinet & Back Cabinet
Home Theatre & Audio	Cable,CD,Headphones,Wires &Adapter	AmplifierBody Cover/Tower Body Cover and Tower Base
Storage Geyser/ Instant Geyser	Inlet / Outlet Water Pipe	Body Cover and Cabinet
Inverter	Battery	Outer Body
Refrigerator	Bulb,Stabilizer,Rubber Mat, Refrigerator Stand,Legs, Plastic Bottles	Plastic Shelves/Trays,Gasket, Refrigerator door & its handle. All other plastic parts available insideRefrigerator
Air Conditioner	Stabilizer,Copper Pipe,Vinyl Tape, Water outlet tray and Louver	PlasticFins/ Grills, Filters and Casing
Washing Machine	Washing Stand,Water inlet Pipe and Rate Mesh	Plastic Pipe and Body Cabinet
Microwave Oven/OTG	Accessories Kit which Contain Many Items, Grill Stand and Round Tray	BodyCabinet
Water Purifier	Water Inlet/Outlet Pipe and Adapter	Body Cabinet
Digital Camera	Battery,Charger,Adapter,Headphone,USB  Cable, Audio-Video Cables,HDMI Cables	BodyCover
Air Cooler	Water Tank,Fan Blades,Wheels,Top Covers,Back Plate,Front Panel,Knob,Water Tray and Louver	Body Cabinetand Pipe
Vacuum Cleaners	Hose Pipe, Left & Right Body Parts and Handel	Body Cabinet and Pipe
Printer	Power Cord,Adapter,Cartridges & Cables,Gear Assembly,Fuser Assembly, Printer Head	PaperTray,body Cabinet and all otherplastic & metal parts
Air Purifier	Filter, Wheel & Adapter	Body Cabinet
*Laptop: Only 1 time Free of Cost change of Battery & Adapter on selected plans, subject to conditions applied

Other Exclusion

• Damage or defects caused by product misuse

  • Damages on product body and aesthetic defects that does not affect the functionality of the product

  • DSLR/ Camera software, Lens & Consumables

  • Product wear and tear, gradual deterioration due to rust, cracks, flaws or fractures

  • Product defects or damages caused outside India

  • Product re-installation

  • Product malfunctioning due to unauthorised servicing or water seepage

  • Product won’t be attended to if serial number is tampered or removed

  • Does not cover physical, accidental or liquid damages

  • Does not cover loss of data on device or on memory cards

  • Does not cover replacement of the remote control, only possible repair will be done

  • Does not cover software or OS for Laptop, only the diagnosis support will be provided

  • No cover if products purchased or used for commercial usage.

  • Burned & Fire Breakout cases will not be covered under resQ Care Plan.

  • Failures due to power fluctuations will not be covered under resQ Care Plan.