Terms & Conditions

• DEFINITIONS
  1.1 “Plan Fee” shall mean the fees charged by OneAssist from time to time for the Plan(s) availed by the Customer and set out in the respective Plan Terms. The Plan Fee is applicable for the respective duration of the plan as mentioned below. The Plan Fee is inclusive of all applicable taxes.
  1.2 “Plan Terms” shall mean the specific terms and conditions separately provided with the Terms herein which shall be specifically applicable in relation to each Plan(s).
  1.3 "Cancellation Period" shall mean the number of days from the date of activation of the Plan(s) within which the Customer may cancel the Plan(s) and obtain a full refund of the Plan Fee.
  1.4 Insurer shall mean the third-party insurance company registered with the Insurance Regulatory and Development Authority of India, as OneAssist may partner with from time to time for the optional group insurance as an add-on benefit as may be applicable to the various Plans.
  1.5 Service Partner means any third-party logistics affiliated with Xiaomi.
  1.6 Personal Information/Data shall mean and include such personal and financial information of the Customer relating to his/her data /or documents, in any medium including financial information such as bank account or credit card or debit card or other payment instrument details, identification document details including passport, PAN card details, driving license, etc.
  1.7 "Service Center" means the Authorised service centre owned and operated by a third party and authorized by Xiaomi to provide installation and/or repair services for Xiaomi Products
  
  

• PURPOSE
  2.1 These terms and conditions ("Terms") shall govern the transaction between OneAssist Consumer Solutions Private Limited ("OneAssist") and the party whose name appears on the Order ("Customer") in relation to the Plan(s) provided by OneAssist.
  2.2 These general terms and conditions define the framework and the respective obligations of the parties.
  2.3 Customer acknowledges the receipt of the Terms and the Plan Terms, as applicable and agrees to be fully bound by the Terms and the relevant Plan Terms. In the event, the Customer activates the protection plan by sharing device details or avails of any service or benefit under any of the Plan Terms, or lodges a claim within the term of the protection plan, the Customer shall be deemed to have accepted the Terms unconditionally.
  
  

• CUSTOMER CONSENTS AND CONFIRMATIONS
  3.1 Further, the Customer has and hereby consents to the use of the Personal Information by OneAssist for the purposes of providing the various services under the Plan(s) offered by OneAssist. OneAssist respects the privacy of the Customer and the confidentiality of Customer’s Personal Information so collected by OneAssist by itself or on its behalf and shall take all reasonable steps to protect it and maintain its confidentiality.
  3.2 The Customer also hereby consents to the Personal Information being disclosed by OneAssist to any third party including any Insurer, Service Partner of OneAssist who will be providing the benefit and/or services on each of the Plan(s) for the purposes of fulfilment of the services or if required by law.
  3.3 The Customer expressly and without limitation, consents to OneAssist or its Service Partners recording phone calls between the Customer and OneAssist on OneAssist’s helpline numbers set out in the relevant Plan Terms in order for OneAssist to inter alia (i) provide a record of the instructions received from the Customer and to share the same with the Service Partners, if required, (ii) allow itself or its Service Partners to monitor quality standards, (iii) training purposes, and (iv) meet legal and regulatory requirements.
  3.4 The Customer acknowledges that OneAssist has the sole right to vary the features/benefits under the Plan(s) or the Plans or the amount or rate of the Plan Fee or part thereof, from time to time.
  3.5 The Customer hereby provides his/her consent to OneAssist for appointing employees/collection agents to collect amounts payable to OneAssist, as may be considered necessary in the sole discretion of OneAssist and which shall be at the sole risk and cost of the Customer.
  3.6 The Customer acknowledges that OneAssist may engage third parties including Service Partners for the fulfilment of the services and the Customer hereby consents to OneAssist disclosing, to the extent relevant, the Customer's Personal Information and/or details of Plan(s) availed by the Customer to inter alia (a) our affiliates Service Partners (b) to our suppliers, vendors, for the purposes of servicing the Customer.
  3.7 The Customer hereby consents to OneAssist identifying any other service providers and/or products that may be of some interest to the Customer.
  3.8 The Customer hereby consents to receiving period SMS / email communication from OneAssist of information pertaining to its product features / services opted by customer.
  
  

• SERVICING OF CLAIMS
  4.1 The Customer acknowledges and understands that claim or payment of any benefit covered by an optional protection cover shall be at the sole discretion of OneAssist and / or their Insurer as per applicable terms and conditions of the insurance policy, and OneAssist shall only provide assistance in facilitation of the claim by liaising with the Insurer.
  4.2 Any service requests or claims made by the Customer under these Terms and Plan Terms shall be subject to the following:
  a) The Customer having met and complied with the Terms and the Plan Terms (as applicable). This also applies to terms and conditions set out herein and any others which may be added to the Terms and/or the Plan Terms and communicated to the Customer at a later date;
  b) The Customer having provided OneAssist and / or their Insurer with full and accurate information in connection with the coverage, as applicable;
  c) The Customer having acted in a bona fide manner to make a service request or a claim;
  d) The Customer having complied with the requirements of the Insurer for the purposes of processing the claim may be required from time to time:
  i) Insurer’s claim form duly filled & signed by the Customer; and
  ii) Invoice copy
  iii) Govt. issued ID proof
  4.3 Notwithstanding anything contained hereinabove, OneAssist and / or their Insurer shall not be obliged to entertain any claim from the Customer unless (i) the Customer is over the age of 18 years at the time of Plan activation and a resident of India, and (ii) the Plan Fee up to the date of claim has been paid.
  
  

• CANCELLATIONS/ RENEWAL/TERMINATION
  5.1 OneAssist will cancel the Terms and/or the Plan Terms if OneAssist does not receive the Plan Fee (all inclusive) on the date it is due.
  5.2 OneAssist will cancel the Terms and/or the Plan Terms if the Customer has at any time:
  a) agreed to help any third party to try to fraudulently or dishonestly obtain money from OneAssist and / or their Insurer; or
  b) is in violation of applicable law as may be relevant to the use of the Plan(s); or
  c) failed to meet the Terms and/or the Plan Terms, or to act in good faith, openly, honestly and in a bona fide manner towards OneAssist or the Insurer including by providing false or inaccurate information; and
  d) Customer fails to return to OneAssist or its authorized Service Partner(s)any goods/devices temporarily lent to him/her or money advanced on an emergency basis to him/her or tickets or hotel bookings made on behalf of the Customer and which are to be returned/reimbursed/paid as per the terms of the Plan to OneAssist or to its authorized Service Partner.
  5.3 If notice of termination is provided by the Customer within the Cancellation Period, a full refund is available. However, if the Customer has lodged a service request or a claim or availed of any benefit under any of the Plan Terms at any time during the Activation Period, no refund will be available. After the expiry of the Cancellation Period, for any cancellation by the Customer, OneAssist will not refund the Plan Fee.
  

The above refund percentage is on Plan Fee

• CONFIDENTIALITY
  

6.1 OneAssist shall make reasonable efforts to ensure that the Personal Information of the Customer is kept confidential and not disclosed to any third party except to the extent required for fulfilment of services.

• REPRESENTATIONS AND WARRANTIES
  7.1 The Customer represents that he/she is a resident of India.
  7.2 The Customer is in compliance with the applicable law as may be relevant for the Plan (s) which is availed of by the Customer
  7.3 The Personal Information provided by the Customer for the purposes of availing of the Plan(s) is and shall be true and accurate.
  

• OBLIGATIONS AND COVENANTS OF THE CUSTOMER
  8.1 If the Customer receives a benefit as contemplated under any specific Plan Terms and it is later discovered that the service request or a claim was dishonest, fraudulent or false, OneAssist shall have the right to and will take steps to recover from the Customer, such payment(s) made to the Customer, either by OneAssist or a third party, as the case may be.
  8.2 The Customer undertakes that he/she shall strictly comply with the terms of usage contained in the Plan Terms in relation to the use of the Plan(s).
  8.3 The Customer acknowledges, confirms and covenants that that the object of the Plan(s) being availed of or provided by OneAssist is not an ‘insurance product’ but insurance is merely an add-on feature of the Plan(s) and that the Customer has availed of the Plan(s) in accordance with this understanding 8.4 The Customer undertakes and covenants that he/she shall not use / make use of the Plan(s) to or in the course of usage of the Plan(s), upload, display, publish, update, disseminate or transmit content or information that:
  a) belongs to another person and to which the user does not have any right to or which is confidential; is an impersonation of another person, grossly harmful, harassing, blasphemous defamatory, obscene, pornographic, pedophilic, libelous, invasive of another's privacy, hateful, or racially, ethnically objectionable, disparaging, relating or encouraging money laundering or gambling, or otherwise unlawful in any manner whatever;
  b) harm minors in any way;
  c) infringes any patent, trademark, copyright or other proprietary rights;
  d) deceives or misleads the addressee about the origin of such messages or communicates any information which is grossly offensive or menacing in nature;
  e) contains software viruses or any other computer code, files or programs designed to interrupt, destroy or limit the functionality of any computer resource; or
  f) Threatens the unity, integrity, defense, security or sovereignty of India or seditious, friendly relations with foreign states, or public order or causes incitement to the commission of any cognizable offence or prevents investigation of any offence or is insulting to any other nation or violates any other provision of law.
  

• LIMITATION OF LIABILITY
  9.1 OneAssist shall not be liable for any incidental, consequential, exemplary, special or indirect damages (including, but not limited to, loss of profits, revenues, data and/or use). OneAssist disclaims all implied warranties of merchantability, fitness for a particular purpose, and non-infringement. OneAssist’s total liability under the Terms and/or the relevant Plan Terms shall not exceed the Plan Fee.

• INDEMNITY
  10.1 The Customer hereby agrees to defend, indemnify and hold OneAssist and its officers, directors, employees and subcontractors harmless from any and all losses, damages, liabilities, verdicts, settlements, judgments, costs, and expenses (including reasonable attorneys' fees) incurred by OneAssist or its officers or employees arising out of:
  a) any wrongful act or omission of the Customer in relation to the usage of the Plan(s);
  b) any wilful misconduct, gross negligence or fraud by the Customer;
  c) any failure of the Customer to comply with the applicable law;
  d) any breach of the representations, warranties, obligations and covenants of the Customer or a default of the Customer’s obligations; and
  e) any third-party claims arising out of the Customer’s use of the Plan(s).
  10.2 This indemnity will survive the termination of the Terms and/or the Plan Terms and is in addition to and not in substitution of the other remedies and rights that OneAssist may have, either at law in the Terms and/or the Plan Terms

• NOTICES
  11.1 Any notice required under the Terms and/or the relevant Plan Terms must be in writing and must be either (a) delivered in person, (b) sent by first class registered mail, or air mail, as appropriate, or (c) sent by overnight courier, in each case properly posted and fully prepaid to the appropriate address set forth herein.
  OneAssist Consumer Solutions Private Limited
  PO Box No. 7431, Marol Bazar Post Office,
  18, Military Rd, Sankasth Pada Welfare Society, Shivaji Nagar JJC,
  Marol, Andheri East,
  Mumbai, Maharashtra 400059
  

• MISCELLLANEOUS
  12.1 The Terms will inure to the benefit of the legal successors of OneAssist. Other than as stated above, no assignment of the Terms is possible.
  12.2 OneAssist will not incur any liability to the other party on account of any loss or damage resulting from any delay or failure to perform all or any part of these Terms if such delay or failure is caused, in whole or in part, by events, occurrences, or causes beyond the control and without negligence of the parties. Such events, occurrences, or causes will include, without limitation, acts of God, bandhs, riots, acts of war, natural disaster, fire, epidemic, quarantine restrictions, outbreak of debilitating disease and any travel restrictions or bans (including bans on non-essential travel) issued by any governmental authority, lockout and explosions, or any other events reasonably beyond the control of either party.
  12.3 OneAssist reserves the right to amend the Terms and/or the Plan Terms and/or the features or pricing of the Plans. Upon such amendment, such terms will become applicable immediately and will be intimated to the Customer in due course. If the Customer does not accept the amendment of the Terms and/or the Plan Terms, he shall have the right to terminate Terms and the Plan Terms with appropriate notice as may be specified in Clause 6. The alteration of the Terms and/or the Plan Terms shall be deemed accepted where the Customer continues to use the services available under the Terms and/or the Plan Terms one (1) month after the amendment has taken effect.
  12.4 The Terms along with the relevant Plan Terms constitutes the entire agreement between the parties with respect and in relation to the Plan (including any modification or amendment thereto) subscribed or availed of by the Customer and supersedes all previous communications, representations, understandings and agreements, either oral or written.
  12.5 The Agreement shall be governed by the laws of the Republic of India.
  12.6 All disputes arising in connection with the Terms and/or the respective Plan Term(s) shall be finally settled by arbitration pursuant to the rules of the Arbitration and Conciliation Act, 1996, by one arbitrator appointed in accordance with the said Rules. The seat of arbitration shall be Mumbai. The language of the arbitration proceedings shall be English. The decision of the arbitrator shall be final and binding on the parties.
  

OneAssist for Laptops – Service Description and Terms & Conditions

Note: The terms contained herein are specific terms and conditions and should be read in conjunction with the specific features of the product purchased by you as mentioned in the Welcome Letter kit/welcome email. These conditions are in addition to and not in derogation of the standard terms and conditions.

Definitions
The definitions as set out herein are in addition to the definitions as set out in the General Terms.

"Laptop"/“Product” shall mean Laptop device of the Customer. The Customer can only avail of the Laptop Assist package in relation to one Laptop, i.e. one Plan per Laptop.

Plan Features

The specific services and benefits depend on the Plan purchased by the Customer and all the features below may or may not be part of a specific Plan Terms opted by customer.

A. One Call to OneAssist
i. In the event of issue with Laptop, the Customer has to call the OneAssist number to report the issue of the Laptop within 7 days of discovering the issue.

B. DocuSafe
i. OneAssist shall provide access to the DocuSafe feature for its Customers. The Customer shall not store any data that is illegal, infringes copyright or any such document that is not proprietary to the Customer and/ or possession of which is in contravention of any applicable law.
ii. The Customer shall preserve and secure the password and other privacy settings of the DocuSafe facility.
iii. Upon the membership of the Customer being terminated, the Customer's data in the e-Locker would be purged after giving 30 days prior notice to the Customer to transfer or delete the data from the DocuSafe. Once the membership expires, the data in the e-locker will be deleted.
iv. OneAssist shall, to the best of its ability, ensure the confidentiality of the data stored by the Customer in the Docusafe and maintain reasonable security practices and procedures as required under applicable law.
v. OneAssist shall act in accordance with the privacy policy (as amended from time to time) which is available for viewing/download, on OneAssist's website. The terms of such privacy policy shall be deemed to be incorporated herein by reference.
vi. OneAssist shall make reasonable efforts to ensure that the DocuSafe feature is available for access at all times.

C. Service Process
a. On Site Repair
Once the customer has intimated OneAssist of damage and provided the required documents, OneAssist will co-ordinate with the Authorised Service Centre to send a representative to repair the device without any charges at the customer’s home or the address provided by customer. In case due to extensive damage or inability to repair the device at first time due to any reason, the technician may choose to take device to the authorised service centre or repair the same in a subsequent visit to the customers location.

b. Walk In Repair
Once the customer has intimated OneAssist of damage and provided the required documents, the customer may choose to visit the nearest authorised service centre for the repair of the laptop.

D. Repair at OEM Authorised Service Centers using Genuine Spare Parts

OneAssist will repair the device at OEM Authorised Service Centres using genuine spare parts. OneAssist only works with reputable service providers so that the device is in good hands and returned back to the customer functioning perfectly. The process is completely cashless for the customer.

E. Extended Warranty Cover

Covered Equipment: Laptop which is declared for coverage under this Plan for period of 12 /24 months (as per OneAssist plan chosen) from the date of activation of OneAssist membership.

Laptops up to maximum up to 60 Days old from the date of Purchase, purchased in INDIA through manufacturer or manufacturer assigned legal channel will be eligible under the plan.

Used, Refurbished and Second-hand devices are not covered under this Plan.

Settlement of claim with be at the sole discretion of OneAssist and/or their Insurer.

Extended Warranty: The coverage is for cost of parts and labor in respect of the covered Product for covered inherent mechanical and electrical breakdown/defects to the extent provided by the manufacturer’s warranty for devices manufactured in India or is legally imported in India & sold through official Channels supported by an invoice & Manufacturer’s Warranty/Guarantee

Coverage: Coverage for Extended Warranty commences on expiration of Manufacturer’s Original Warranty for the period 12 /24 Months as per the plan opted by customer.

Claims up to the maximum liability as defined below are allowed during the Membership Tenure

The policy provides coverage for cost of parts and labor in respect of the covered device for covered inherent mechanical and electrical breakdown/defects to the extent provided by the manufacturer’s warranty for device manufactured in India or is legally imported in India & sold through Official channels supported by an invoice & Manufacturer’s Warranty/Guarantee.

Liability for any one repair shall in no event exceed the market value of the Device at the time of repair.

OneAssist and/or their Insurer will bear the cost of replacement of the device with one of like kind and quality if the Product is not repairable or beyond economical repair. The replaced device (the spoilt unit) shall become property of OneAssist and/or their Insurer. Due to technological advances, the replacement device may be of lower retail value than the original Product. Any such replacement will immediately terminate this membership with no refund.

The total of all benefits paid or payable under this Plan while it is in force shall not exceed the original purchase price paid by customer for the device covered by this policy

All sums which may from time to time be paid by way of indemnity under this Policy in any one Period of plan shall be accounted in diminution of the Total Sum Insured so that in case of any subsequent event giving rise to a claim occurring during the same period the total amount payable during that period by the Company shall not in any case exceed the Total Sum Insured.

OneAssist shall be discharged from all claims/ liabilities in case Customer fails to accept Replacement device OR the depreciated amount within 12 days of such offer.

Covered Beneficiary:

Covered Beneficiary means the buyer of the OneAssist product, who has opted for the One Assist Plan and has got the same activated, as per the terms and conditions stated herein and the details of which are intimated to One Assist under the Declaration.

Coverage amount: cost of equipment only as per purchase invoice or sum covered as per OneAssist plan selected by the customer.

Geographic limit – INDIA Devices purchased abroad stand excluded. Damage outside territorial limits of India is not covered.

Basis of loss settlement: In cases where issue to an covered device can be repaired, OneAssist will pay expenses necessarily incurred to restore the defective machine to its former state of serviceability plus the cost of dismantling and re-erection incurred for the purpose of effecting the repairs as well as ordinary freight to and from a repair-shop customs duties and dues if any.

In case of the Total Loss or BER of covered device, claim shall be settled at market value or coverage amount or Invoice Value whichever is lower and in no case will be more than the coverage amount.

In cases where only part needs to be replaced covered under the warranty program, the cost of the part will be indemnified including ordinary freight.

OneAssist and/or their Insurer will make payments only after being satisfied, with necessary bills and documents that the repairs have been carried out or replacements have taken place, as the case may be.

In case of Partial loss, the maximum liability will be the repair amount or Market Value or coverage amount or Invoice value whichever is lower, in any case the maximum liability shall not exceed the coverage amount. OneAssist and/or their Insurer will bear the cost of replacement of the device with one of like kind and quality if the Product is not repairable or beyond economical repair. The replaced device (the spoilt unit) shall become property of OneAssist and/or their Insurer. Due to technological advances, the replacement device may be of lower retail value than the original Product. Any such replacement will immediately terminate this membership with no refund.

BER: Beyond Economic Repairs BER is the cost of repair equal to or more than 75% of Sum Insured or Invoice Value whichever is lower. In case of Total loss/BER or if the device is beyond repair due to spare parts unavailability, device model being phased out in the market or other reasons, OneAssist at their discretion may choose to provide customer with a Replacement device (Refurbished) of same model or similar model on case to case basis OR may pay the customer the depreciated amount.

Depreciation Chart:

Salvage: OneAssist and /or their insurer shall, upon settling the claim of admission of liability for the claim, be entitled: on the happening of loss to the device (in case of total loss/BER), to take and keep possession of the device damaged/recovered and to deal with the salvage as per the below mentioned grid:

EXCLUDED PERILS

OneAssist and /or their insurer shall not be liable for the following, unless specified otherwise:

1. Damage or theft of Laptop under any circumstances
2. Costs implicitly or explicitly covered by any manufacturers, suppliers or repairers guarantee or Warranty
3. Non-operating and cosmetic damage to the Product, such as damage to paintwork, Product finish, dents or scratches
4. Accessories used in or with the Product unless covered under a separable warranty policy – (for eg. Computer software, modem, scanner, printer and charger)
5. Replacement of any consumable item or accessory – These include but are not limited to plugs, fuses, light bulbs, light covers, cables, filters, attachments, belts, toner, ribbons, drums, tapes or software and add-on options incorporated in a Product
6. Normal wear and tear of items not integral to the functioning of the Product - Routine maintenance, cleaning, lubrication, adjustments or alignments, overhaul, modification and de-scaling.
7. Coverage will not under any circumstances, extend to any loss or injury to a person or loss or damage to property or any incidental, contingent, special or any direct or indirect loss and consequential damages including but not limiting to losses incurred due to any delay in rendering service related to this policy and loss of use during the period that the Product is at an authorized repairer and/or while awaiting parts.
8. Damage caused by unauthorized repair, theft, burglary and accident including earthquake, storm and or hurricane, abuse, misuse, sand, dust, water, negligence, fire, flood, lightning, malicious damage, impact, corrosion, battery leakage, acts of God, animal or insect infestation or intrusion.
9. Damage resulting from power outage, power surges or dips, fluctuating voltage, inadequate or improper voltage or current.
10. Cost of removal or re-installation of the Product. Liability to any party of any nature including but not limited to liability of Authorised Service centre to other parties.
11. Reception or transmission problems resulting from external causes
12. Problems or defects not covered under the original Manufacturer’s Warranty / Guarantee.
13. Batteries, internal or external to the Product
14. Breakdowns caused by computer virus or realignments to Products
15. Recalls or modifications to the Product
16. Failure to follow the manufacturer’s instructions
17. Costs arising from incorrect installation, modification or maintenance
18. Costs if no fault is found with the Product
19. Costs arising from being unable to use the Product or from damage which results from the Breakdown of the Product.
20. Damage / failure caused before or during Product delivery.
21. Use of batteries, charger and / or accessories not approved by the manufacturer, incorrect electrical leads or connection.
22. The cost of repairing, restoring or reconfiguring computer software.
23. Any consequential or incidental damages arising from the use or loss of use of the Product, Your & the Customers statutory rights are unaffected.
24. If the product is sold by original buyer to other party
25. If the product is moved out of the country of purchase, it will not be covered by this policy.

In any action suit or other proceeding where the company alleges that by reason of the above provisions any loss or defect is not covered by the terms, the burden of proving that such loss or defect is covered shall be upon the covered member.

Claims process:

A. Extended Warranty: This refers to issue with customer’s device due Specified reasons as per the terms and condition

Pre-requisite for claim processing:

1. Claim form
2. Images of defective device with clear image of Serial no.
3. Device Purchase Invoice
4. Govt. issued ID proof of claimant

Process flow:

a. In case of issue to the device, Customer is required to call OneAssist call center on toll free no. 18001233330 or login to www.oneassist.in within 7 days of discovering the issue.
b. OneAssist team registers the service request and sends copies of claim form filled and required documentation to the customer over email. Customer can also fill the form online at www.oneassist.in. Customer is required to submit scanned copy of claim form duly filled up and signed by the customer along with 4 images of the device with clear image showing the device serial number details within 7 days of registering the claim.
c. OneAssist will verify the documents received from the customer over email and if approved by the Insurer, OneAssist will trigger request to its Service Partner to set up appointment for fixing of device with Customer, otherwise, OneAssist will inform customer about deficiencies in the documentation which will have to be rectified by the customer.
d. Customer should provide all required documents to OneAssist and /or their insurer within 7 days of filling the claim. OneAssist and / or their Insurer reserve the right to close such claims where the required documents are not received despite of regular follow-up and reminders.
e. Customer will have the option to choose between the following repair scenario:
f. Different Scenario for Repair:

Scenario 1 – On Site Repair

1. Authorised Service Centre Technician is arranged to be sent to the customer’s home or the address provided by customer
2. The technician will diagnose the Laptop & repair the device at the customer location
3. In case the Technician is unable to repair the Laptop at the customer location at time of first visit due to any reasons, the technician may choose to return the unrepaired laptop back to the customer or take the laptop to be repaired at the Authorised Service Centre with prior Customer consent.

Scenario 2 – Walk In Repair

1. Customer may choose to visit nearest Authorised Service Centre for repair
2. When the customer walks into the Xiaomi Service Center. The Xiaomi Service Center will verify the Serial number of the Laptop being delivered with the Serial number registered in the OneAssist membership. In case of a mismatch OneAssist will have no liability to repair the Laptop
3. Laptop is submitted for repairs to the Authorised Service Centre
4. Authorised Service Centre will to inform the customer about the tentative timelines for repairs.
5. Authorised Service Centre will submit estimate and timelines to OneAssist within 48 hours of submitting device OneAssist is not responsible for any cases including but not limited to delay, further damage, loss of device, theft, data loss, etc. post assignment of the Device to the Authorised Service Centre j. In case the claim has been closed by OneAssist because of any customer action pending beyond the timeframe specified then the customer needs to provide evidence of repairs from an authorized service center before filing claim for the subsequent damage.

Notice of Claim:

The Customer must do the following: -

1. Inform OneAssist within 7 days of discovering the loss or damage
2. Any delay in such claim reporting may be condoned by OneAssist and /or their insurer on merit, if the delay is proved by the customer to be for reasons beyond his/her control.
3. Beneficiary to submit all documents with 7 days from date of notification of the incident to OneAssist and /or their insurer
4. Submit all relevant documents as noted in the claim form at the earliest
5. Beneficiary to submit the device, if BER (Beyond Economic Repairs) to the Insurer through OneAssist.
6. Cooperate with the Surveyor/Investigator if appointed.
7. The Customer shall produce for the Insurer's examination all pertinent documents at such reasonable times and shall co-operate with the Insurer in all matters pertaining to any Claims. Failure to comply with this condition may prejudice the Claim. Filing a false or a fraudulent Claim will invalidate the Claim and result in the Insurer rejecting the Claim and any other action deemed fit.
8. The Customer shall forward to the Insurer original receipts of purchase, if available acknowledgement from the police or any other proof whether written or otherwise to support the Claim within seven (7) days from the date of notification of a Claim as stated in above clause.
9. Subject to receipt of all the required documents in original from the customer, OneAssist shall forward to the Insurer such documents and obtain information on the acceptance/rejection of the Claim.
10. All documents, affidavit information and evidence, as are to be provided by the Customer under the Claim Form, must be provided at the Customer 's expense in the form and nature required in the Claim Form.
11. In case the claim is rejected or the case is closed without the repairing of device by OneAssist, the customer needs to get the device repaired from brand authorized service center on their own to avail the benefit of the second claim. OneAssist/lnsurer at their discretion can ask for the repair invoice of the repairs done by the customer on their own. On non-submission of this repair invoice, such claims will not be entertained.

Claims Servicing Terms and Conditions

1. Device repairs turnaround time is based on availability of spare parts at the Service Centre. In case of unavailability of parts, OneAssist/Insurer reserves the right to propose a commercial settlement to the customer. In case of a commercial settlement, consent letter will be sent to the customer on his/her registered email address. In case the customer does not provide his/her consent to commercial settlement and dispatch the physical letter with signature within 3 days of receipt of the email communication then OneAssist reserves the right to dispatch the unrepaired device back to the customer without any further intimation, and close the servicing request.
2. All communications by OneAssist employees/vendor employees/partner employees/ representatives with the customer will be done at the registered email address/mobile number. In case the customer is non contactable then a total of 6 attempts will be made. If the customer is not contactable despite such multiple attempts, an email will be to the customer for action within 48 hours. In case the customer fails to respond within the timeline then OneAssist reserves the right to close the service request.
3. OneAssist or any of their executives / employees will never contact customer for any OTP / CVV / Card / Personal financial details

ALL COMPLETED CLAIM DOCUMENTS TO BE SUBMITTED WITHIN 7 DAYS

Conditions:

For avoidance of doubt, In the event of the insured device being lost or destroyed by the operation of insured perils, the liability of the Insurer/OneAssist shall be limited to the Invoice value or Market value or Sum Insured whichever is lower subject to depreciation as applicable.

NOTICES:

All notices required to be given by the Customer to OneAssist must be in writing, addressed to OneAssist and no alteration in the terms of the Plan or any endorsement thereon will be held valid unless the same is signed or initialled by an authorized representative of OneAssist and/ or their insurer.

DUTY OF THE CUSTOMER:

The Customer shall take all reasonable precautions for the safety and protection of the insured device at all times as if the device was uninsured.

DISPUTES & JURISDICTION:

Any disputes or differences under this policy shall be subject to the exclusive jurisdiction of Courts in Mumbai, India.

INTEREST: No sums payable under this Plan shall carry interest other than that is permitted by the applicable law and regulatory framework applicable to such plans.

OBSERVANCE OF TERMS & CONDITIONS:

The due observance and fulfilment of the terms and conditions and endorsements of the Plan in so far as they are relating to anything to be done or complied with by the customer shall be condition precedent to any liability of the OneAssist and/or their insurer to make any payment under the Plan.

FRAUD

OneAssist does not accept any aspect of fraudulent activity. We work closely with other fraud prevention institutions to identify fraud and support legal actions where the appropriate evidence exists.

It is important that when applying for the Plan, or submitting a claim under the Plan you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your Plan or the payment of your claim by On Assist and/or their insurer.

If false or inaccurate information or document is provided and fraud is identified then we will:

1. Not honor the claim and the protection cover will be cancelled without any refund.
2. Put the details of the fraudulent claim onto OneAssist and/or their insurer, for appropriate action.
3. Report you to the relevant authorities and take legal action, if necessary, to recover any money already paid to you under this Plan.