resQ Home Care Plan – Terms & Conditions
1. Definitions
1.1. Breakdown – Breakdown means mechanical and/or electrical defects and/or failure of a Device that causes it to not function in its intended manner.
1.2. Breakage – Any visible impairment occurred to the Device during Contract Period within a premise, by involuntary and external means but excluding minor scratches, dents or any other cosmetic damage not impacting the regular functioning of the Device.
1.3. Contract Fee – Fee that you have paid to *BDP to subscribe to this Service Contract (amount mentioned above).
1.4. Device – Includes consumer durables under the agreed categories owned by the Customer for domestic use only and should not be used for commercial, rental, or profit generation purposes. The Service Contract purchase date should not be more than 7 years from the date of device purchase.
1.5. Like-To-Like Model – Device with similar configuration and quality comparable to your Device. However, it is the sole & absolute discretion of BDP to define a Like-to-Like model. It may be of a different make/model and may cost lesser than the purchase cost of your original Device as mentioned in your original Device's purchase invoice.
1.6. Manufacturer Covered Breakdown – Breakdown covered by the Manufacturer's Warranty during the Manufacturer's Warranty period. The covered breakdown will vary for each Device in accordance with the Manufacturer's Warranty for the said Device.
1.7. Manufacturer's Warranty – The original warranty given by the respective manufacturer in respect of a Device.
1.8. Manufacturer's Warranty Period – The uninterrupted period of the manufacturer's comprehensive Warranty cover as stated on the original official Manufacturer's Warranty certificate or publication.
1.9. Manufacturer's Recall – Any event wherein, due to mechanical or technical issues, the manufacturer of the Device recalls the Device, or the category of such Devices.
1.10. Normal Use – Use of the Device in accordance with the manufacturer's guidelines for Device usage, including but not limited to regular maintenance & upkeep of the Device.
1.11. Official Channels – Manufacturer, Manufacturer's subsidiary company, Authorized dealer/Distributor appointed by the Manufacturer or its subsidiary located within India.
1.12. Obsolete Device – Any device that is outdated and is no longer in production/distribution.
1.13. Overload – Non-functioning of the Device due to an excessive electrical load such that the normal functioning of the Device gets impaired.
1.14. Service Provider – Bolttech Device Protection India Private Limited (BDP) (formerly known as AmTrust Mobile Solutions India Private Limited).
1.15. We/Our/Us – Bolttech Device Protection India Private Limited (BDP) (formerly known as AmTrust Mobile Solutions India Private Limited).
1.16. You/Your – The customer mentioned in this Service Contract.
2. List of Category and Manufacturer
Unlimited repair service/s under this Service Contract during the contract period on your first five registered devices under the below-mentioned category of electronic devices kept at your registered residential address for domestic use: (i) Television (ii) Refrigerator (iii) Air Conditioner (iv) Washing Machine (v) Microwave Oven (vi) Dishwasher (vii) Water Purifier (viii) Water Heater (ix) Vacuum Cleaner (x) Air Cooler (xi) Home Theatre System.
Services are available on limited brands from manufacturer companies (to be updated from time to time):
| Devices | Brands Covered |
|---|---|
| Washing Machine | LG, Whirlpool, Samsung, Godrej, Haier, Onida, Intex, Bosch, Mitashi, Videocon, Panasonic, BPL, IFB, Electrolux, Carrier Midea |
| Television | LG, Samsung, Sony, Intex, Panasonic, Xiaomi, Thomson, Philips, Mitashi, Onida, Vu, TCL, Micromax, Sansui, Sanyo, Haier, BPL, Videocon, Toshiba, Lloyd |
| Refrigerator | LG, Samsung, Whirlpool, Godrej, Haier, Bosch, Voltas, Panasonic, Siemens, Electrolux, Hitachi, Mitashi, Kelvinator, Videocon |
| Air Conditioner | Voltas, Lloyd, LG, Hitachi, Godrej, Whirlpool, Kenstar, Blue Star, Daikin, Panasonic, Samsung, Videocon, Carrier Midea, O General, Toshiba, Mitashi, Onida, Mitsubishi, Haier, Sanyo, IFB, Reconnect, Chroma, Cruise |
| Air Cooler | Symphony, Bajaj, Orient, Crompton, Usha, Hindware, Kenstar, Khaitan, Voltas, Havells, Maccoy, Cello |
| Microwave/Oven | Samsung, LG, Panasonic, IFB, Morphy Richards, Bajaj, Godrej, Whirlpool, Haier, Prestige, Bosch |
| Dishwasher | Voltas, IFB, Siemens, LG, AmazonBasics, Bosch, Neptune, Faber, Godrej, BPL, Whirlpool |
| Water Purifier | Kent, Eureka Forbes, Livpure, HUL Pureit, Tata Swach, Havells, Blue Star, A.O. Smith, LG, Hindware, Kitchenmate |
| Water Heater | V-Guard, Crompton, A.O. Smith, Bajaj, Racold, Havells, Morphy Richards, American Micronic, Usha, Jaguar, Faber, Orient |
| Vacuum Cleaner | Eureka Forbes, Philips, Dyson, Kent, American Micronic, Panasonic, Miele Classic, Karcher-WD, AmazonBasics, LG |
| Home Theatre System | Sony, Philips, Creative, F&D, Boat, JBL, Logitech, Bose, Artis, LG, Panasonic, Samsung, Intex, Mitashi |
3. Key Conditions
3.1. This Service Contract is valid for your Device purchased in India under a valid invoice. Your Device must be manufactured in India or legally imported to India.
3.2. This Service Contract is valid only in India. This Service Contract is valid if you are 18 (eighteen) years old or above.
3.3. The Service Contract must be purchased within 7 (seven) years from the purchase date of your registered Device. You represent and warrant that you are the rightful owner of the device/s covered under this Service Contract. BDP may require additional proof in the form of invoices or any other document to admit or allow the request.
3.4. All the Device/s under this Service Contract should be for domestic purpose available at the address registered with BDP on the date of purchase of this Service Contract.
3.5. You are entitled to service benefits only on first 5 (five) unique devices at your registered address. You are not allowed to add or change the registered address at a later date after registration of the service request.
3.6. This Service Contract is valid only if your registered address is covered under BDP serviceable PIN Code. In case of an address change, you need to intimate BDP before raising the service request, and only one (1) time address change is allowed within the contract period. BDP reserves the right to reject the service request if you change your registered address more than once.
3.7. The service request must be raised by you and must be within the Contract Period. You agree to pay the amount as notified towards spare parts and applicable labour charges, if any, to proceed with the Service Request.
3.8. BDP will facilitate online payment from you for additional repair cost towards spare parts and transportation charges. If you do not pay the additional charges within 7 (seven) days, your service request will be cancelled. You will be required to produce a repair invoice for said additional repair at the time of the next service request to confirm successful completion of repair work.
3.9. Multiple at-home diagnosis services with zero visiting & basic labour charges for the registered devices.
3.10. You agree to provide the technician full access to the device in order to effect necessary inspection, diagnosis, adjustments and repairs.
3.11. You agree to provide adequate space for spare parts storage and testing product/equipment, with adequate heat, light, ventilation and electric current for use by the technician/its authorized representative for provision of services at your location.
3.12. You are responsible for de-installing all add-ons and/or accessories from the Device before providing the same to the technician.
3.13. BDP does not conduct partial repair work. Repair services recommended by the technician should be done in entirety to ensure quality services.
3.14. Spare parts which are new or like-new performance, adhering to manufacturer's specification, will be used for repair purposes at our sole discretion.
3.15. After repair, any old/replaced parts or salvage remaining from the repairs carried out shall be retained by BDP.
3.16. Post verification and payment for the additional spare parts, the technician will visit your place again with the necessary spare parts to repair the Device.
3.17. If the Device cannot be repaired at home and needs to be transported to the nearest authorized service centre, any transportation cost for its pick-up and drop will be charged extra at actual rates.
3.18. Notwithstanding anything contained under this Contract, the timelines mentioned herein are suggestive and may vary based on how quickly we receive documents from you, availability of parts/technician, and any other unforeseen circumstances.
3.19. BDP reserves the right to terminate this Service Contract and take legal action in the case of fraud, attempted fraud, any wilful act, negligence, improper handling, tampering or non-disclosure of any changes and/or existing defects by you that affect this Service Contract, and no refund will be due to you.
3.20. If during the visit it is concluded that the Service Request is void – i.e. the Device is not covered by BDP or the Request does not fall under this Service Contract – then INR 499 (Rupees Four Hundred Ninety Nine Only) will be charged to you as an Administration Fee.
3.21. If such instances of wrong service requests happen more than three times, BDP reserves the right to cancel the Service Contract immediately at BDP's discretion.
3.22. This Service Contract is only valid for the Device/s kept at your residential address as registered at the beginning of this Service Contract. This Service Contract is not assignable or transferable for any reason.
3.23. In the case of a change of Serial Number of the device due to in-warranty repair or replacement of the mother board or the Device itself, you must immediately inform BDP in writing of the change of the Serial Number (including the new Serial Number) within 30 (thirty) days of the change.
3.24. Service under this contract will get activated only after successful payment of the Contract Fee by you. Unless otherwise stated herein, any payment made is non-refundable. BDP may use payment gateway services of a third-party service provider for the purpose of payment to be made by/to you. For digital modes of payment, it is your responsibility to check the details carefully; BDP is not responsible for any wrong payment made by you.
3.25. You hereby agree and acknowledge that BDP may call, send email/SMS/WhatsApp application messages on any of the contact details shared by you, in order to keep you informed regarding service or to send you any marketing and other product-related communication. BDP may record your call for quality checks and as required under applicable law.
3.26. This Contract is a service contract and does not fall under a Repair Contract. BDP is not a party to any contract between you and a third-party independent service provider for any services availed by you. Parties shall only have a principal-to-principal relationship for such dealing.
3.27. Non-Repairable Condition (NRC) – BDP determines that your device is an Obsolete Device, or key parts are not available for effective repair, or the device cannot be repaired despite all efforts. BDP may contact you for instructions to carry out the services or cancel the service request. In case of such devices, any further service visits under this contract on this NRC Device will not be applicable for the remainder of the contract period. The Service Contract will continue for the remaining eligible devices.
4. Exclusions
4.1. Preventive maintenance services for your devices are not covered under this Service Contract.
4.2. Service requests raised by you for service at a location other than the registered serviceable location.
4.3. Any form of physical or liquid damage, untraceability or theft of the device, or any form of consequential or incidental loss suffered by you arising from your Device, unless agreed under this Service Contract. Any loss due to mysterious circumstances or where the cause of loss could not be sufficiently established.
4.4. Any legal liability, consequential loss, loss of use or damage/injury by/to third parties in nature. However, BDP shall provide utmost support to the investigating authority with relevant information to investigate.
4.5. Cost that you incurred by yourself to repair your device with a third party.
4.6. Breakdown to your Device which has had its Serial Number label and/or similar identification labels removed, defaced or altered.
4.7. Damage or replacement of accessories including (but not limited to) batteries, chargers, headphones, etc.
4.8. Any impairment covered under supplier, dealer or Manufacturer's Warranty. Any manufacturing defect which is covered under the Manufacturer's Warranty. Product defects, whether latent/inherent or not.
4.9. Any Breakage arising from war, war-like operations (whether war declared or not), act of foreign enemy, hostilities, civil war, rebellion, insurrection, civil commotion, military usurped power, seizure, capture, confiscation, arrest, restraints and/or detainment by order of any government or other authority.
4.10. Any loss due to mysterious circumstances or where the cause of loss could not be sufficiently established.
4.11. Use of your device in a commercial environment.
4.12. Breakdown caused by violating the manufacturer's warranty terms, Overload, electrical surge, abuse or negligence.
4.13. Any modification to your device, or use which is not in accordance with the manufacturer's instructions, or use of any accessory which has not been approved by the manufacturer.
4.14. Any loss arising out of normal wear and tear of spare parts prone to wear and tear, including but not limited to rubber belts, cabinets & cabinet frames, doors, handles, rollers, masks, external screens, batteries, bulbs/picture tubes (in refrigerator and television), shelves, gaskets, bottle racks, stand or legs, hinges, door locks, screws, power cords, plugs, fuses, rubber pads & seals, flaps, couplers, knobs, casings, stabilizers, bulbs, keypads, operating buttons, drain pipes, copper pipes for ACs, connectors, inlet valves & pipes, lint filters, remote control, cosmetic & aesthetic items, and the like. Noise due to ageing and wear and tear of the Device is not considered a defect and hence not covered under breakdown repairs.
4.15. Television screen imperfections, including "burn-in" or burnt pixels, or internal LED/LCD panel dark pixels & bright pixels, are not considered defects if there are up to 5 such pixels.
4.16. Defects due to transmission/cable/DTH or any other external source from where the signal/input is fed to the Device.
4.17. Breakdown or malfunction of the device caused by or attributable to the operation of software or a software-based malfunction.
4.18. Any repair services for ACs where the Outdoor and Indoor units are not of the same make and model.
4.19. Servicing of any component that carries a manufacturer's warranty exceeding the comprehensive manufacturer's warranty of the Device.
4.20. All consumer-replaceable items such as batteries (including rechargeable batteries), tapes, ribbons, bulbs (including projection television and LCD projector bulbs), data storage media, filters, ink and toner cartridges, drums, fuses, blades, replaceable fluids, and any other parts or materials designed to be consumed during the life of the device.
4.21. Repair of non-operating and cosmetic damage to the Device, such as damage to paintwork, overall finish, dents or scratches.
4.22. Any loss arising due to an external cause not covered under the Service Contract, such as malicious mischief, corrosion, rust, denting, animal/insect damage.
4.23. Defects in external wiring, electrical connection or plumbing that are not an integral part of your Device.
4.24. Any loss, including consequential loss, incurred by you as a result of being unable to use the Device during the repair period, including but not limited to any loss arising due to natural causes, fire, water damage, terrorism, or power surge.
4.25. If repairs have been conducted by unauthorized repair centres or self-repair at any point during or before the Contract Period.
4.26. Any costs implicitly or explicitly covered by any warranty, guarantee or maintenance agreement provided by any other OEMs, sellers, service contractors, suppliers, or repairers.
4.27. Any defects or breakdown that are subject to the manufacturer's recall.
4.28. Damage occurring due to natural calamities like floods, earthquakes and acts of God, except as otherwise agreed.
4.29. Any repair/services authorized by you that are not covered under this contract shall be paid for by you.
5. Service Request Process
5.1. You are expected to submit your service request via chatbot at https://tcgd.in/resq.
5.2. Calling on 1800-102-8647; Monday to Sunday, 9:00 am to 6:00 pm, except public holidays.
5.3. In case your Device is not registered at the time of registering the service request, you must register the device (maximum up to five) by providing the necessary details during registration.
5.4. On successful registration of the request, BDP may give instructions to complete a troubleshooting procedure depending upon the nature of the repair.
5.5. A BDP-authorized technician will visit your registered address to determine the extent of the breakdown and share an estimated repair cost.
5.6. The BDP technician will carry out necessary repairs on the Device if it is repairable in one visit without replacement of a faulty spare part. No visit or service charges are applicable in such a case.
5.7. You can choose to avail the repair services on payment of applicable fees, cost, price, etc. as per applicable terms to proceed with the service request.
6. Limitation of Liability
6.1. In the event of any loss due to negligence of BDP while carrying out its obligations under this Service Contract, BDP's liability under this Contract shall not exceed the Contract Fee specified at the beginning of this Service Contract. For the avoidance of doubt, it is clarified that BDP shall not be liable for any claim, loss, damage, or compensation caused in relation to or arising from or in connection with this Service Contract. It is the third-party service provider/s who shall render services to you, and you agree to contact BDP only if you have a genuine requirement for services offered under this Service Contract.
6.2. In any case, BDP shall not be held responsible/liable for any loss of data, software, and/or any content including but not limited to pictures/images, videos, downloads, or music stored on your Device.
6.3. Unless otherwise clearly proven by you to BDP's satisfaction that there is negligence by BDP concerning the confidentiality/secrecy of data privacy while BDP is carrying out its obligations under this Service Contract, BDP shall not be responsible/liable for any violation(s)/breach under the prevailing and/or proposed laws (which may come into force) concerning the confidentiality/secrecy of the privacy of your personal data.
6.4. BDP shall not be under any liability for any breach whatsoever in nature where the breach results from a cause beyond its reasonable control or contemplation, or an act of God, industrial action, or direction of any relevant Government (Force Majeure Event).
6.5. BDP is not responsible for personal injury or damage caused to you due to any technical malfunction of any internet network, application/system software, or failure of any transaction because of technical problems or traffic congestion on the internet/application.
7. Governing Law & Jurisdiction
The construction, interpretation and meaning of the provisions of this Service Contract shall be determined in accordance with Indian law and by the Courts in Mumbai.
8. Notice & Grievance
BDP may give notice by means of a general notice on the services to your email address or mobile number on record in BDP's account information. It is your responsibility to check and ensure you visit the correct web portal or website, or dial the correct call center number. In case of any grievance, you may contact BDP at escalations@techguard.in.
9. Miscellaneous
This Service Contract may be amended from time to time, without your prior written consent, by BDP; such amendment(s) will be notified to you through the email listed at the beginning of this Service Contract. This document is an electronic record in terms of the Information Technology Act, 2000 and rules thereunder as applicable, and the amended provisions pertaining to electronic records in various statutes as amended by the Information Technology Act, 2000. You warrant that the information provided by you and mentioned hereinabove is accurate and complete. BDP is entitled at all times to verify the information you have provided. You agree and accept the Terms and Conditions as set forth herein under this Service Contract along with any amendment made by us at our sole discretion and notified to you through the email you listed at the beginning of this Service Contract. BDP is entitled to terminate this Service Contract at all times and with immediate effect if you (a) violate or breach the terms and conditions, obligations, representations or warranty or any applicable law or regulation, or (b) in the opinion of the company, misuse the services. Failure to exercise a right or remedy provided by this Service Contract or by law does not constitute a waiver of rights or remedies. This Contract will inure to the benefit of and be binding upon BDP and its successors. No assignment of this Contract is possible except as stated herein. The invalidity of any term of these Terms shall not affect the validity of the other provisions of this Service Contract.
Note: (*BDP) – Contract provided by Bolttech Device Protection India Private Limited ("BDP") for the benefit of the customer of Reliance Retail Limited ("ResQ").