1. DEFINITIONS
Terms & Conditions
1.1 “Product” - Includes furniture owned by the Customer specifically mentioned in the purchase invoice and registered under this Repair Program. Product should be for indoor domestic use only and should not be used for commercial, rental, or profit generation purposes.
1.2 Manufacturer’s Warranty - The manufacturer’s warranty given for defects in construction and workmanship for a defined period as mentioned at the time of purchase, starting from the date as defined by the manufacturer and used under normal conditions in a non-commercial setting.
1.3 Manufacturer’s Warranty Period - The uninterrupted period of the manufacturer’s comprehensive Warranty as stated on the original official Manufacturer’s Warranty certificate or publication. 1.4 Manufacturer’s Recall - Any event wherein due to mechanical or technical issues, the manufacturer of the Product recalls the Product, or the category of such Products.
1.5 Breakdown - Breakdown protected under the Manufacturer’s Warranty during the Manufacturer’s Warranty period. The breakdown will vary for each Product in accordance with the applicable Manufacturer’s Warranty terms for the said Product
1.6 Malfunction/ Defects–Imperfection in material or wooden frame or a Product component that will impair the normal usage of the Product, as defined by the Manufacturer’s Warranty terms 1.7 Like to like model – Product with similar configurations and quality comparable to your product. However, is it the sole and absolute discretion of OneAssist to declare a product as Like to like. It may be of a different make/ model/ color and may cost lesser than the purchase cost of your original Product as mentioned in your original product’s purchase invoice.
1.8 Normal Use - Use of the Product in accordance with the Manufacturer’s guidelines for Product usage including but not limited to regular maintenance & upkeep of the Product
1.9 Official Channels - Manufacturer, Manufacturer’s subsidiary company, Authorized dealer/Distributor appointed by the Manufacturer, or its subsidiary located within India.
1.10 Obsolete Product – Any Product that is outdated and is no longer in production /distribution. 1.11 Repair Program Fee - The upfront fee that you have paid to OneAssist or their Authorized Business Partner to subscribe to this Repair Program which amount mentioned at the beginning of this Repair Program.
1.12 We/Us – OneAssist Consumer Solutions Pvt Ltd
1.13 You/ Your - The customer mentioned in this Repair Program.
1.14 “Sum Insured” is the cost of Furniture only as per original purchase invoice of the covered product. 1.15 “Balance Sum Insured” shall mean the Sum Insured less all the previous cumulative claim amount paid or settled prior to the respective claim. For e.g., Invoice value of the device is INR 1,00,000 and the cumulative claim amount paid or settled in all previous claims is INR 60,000, Balance Sum Insured will be INR 40,000. (Balance Sum Insured = Sum Insured – Cumulative previous claim amount) 1.16 BER (Beyond Economic Repair) - Beyond Economic Repairs means cost of a repair is greater than 80% of the Balance Sum Insured.
2. 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 Product 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.
3. 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 either providing 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.
4. TOTAL FEES/CHARGES
4.1 OneAssist shall charge the Plan Fee from the Customer for availing of the Plan(s) from time to time and for the duration of the respective Plan. The Plan Fee shall be payable in advance and the Customer may make a one-time payment of the Plan Fee for the applicable period or authorize OneAssist with appropriate debit instructions to deduct the Plan Fee from the Customer’s bank or credit/debit card from time to time including applicable taxes and levies.
4.2 The Plan Fee(s) for the respective Plan(s) shall be as more particularly set out in the Plan Terms.
4.3 Activation of the Plan(s) is subject to realization/receipt of the Plan Fee by OneAssist. However, activation of the protection cover is subject to receipt of documents and Product related information as specified in the protection cover section hereunder.
5. SERVICING OF CLAIMS
5.1 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.
5.2 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 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 OneAssist and / or their Insurer for the
purposes of processing the claim may be required from time to time:
i) Claim form duly filled & signed by the Customer; and
ii) Invoice copy
iii) Govt. issued ID proof
iv) Any other document as may be required
5.3 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.
6. CANCELLATIONS/ RENEWAL/TERMINATION
6.1 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.
6.2 OneAssist will cancel the plan if the information/documents, Product details or images as stipulated in the plan, that may be required for the purpose of the protection cover activation is not made available within 15 days of purchase of the plan
6.3 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 and/ or their Insurer including by providing false or inaccurate information; and
d) Customer fails to return to OneAssist or its authorized Service Partner(s)any goods/Product 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.
6.4 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.
Period
Refund Percentage
0-15 Days
100%
Above 15 Days
No Refund

The above refund percentage is on Plan Fee.
7. CONFIDENTIALITY
7.1 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.
8. REPRESENTATIONS AND WARRANTIES
8.1 The Customer represents that he/she is completed the age of 18 years and is a resident of India. 8.2 The Customer is in compliance with the applicable law as may be relevant for the Plan (s) which is availed of by the Customer
8.3 The Personal Information provided by the Customer for the purposes of availing of the Plan(s) is and shall be true and accurate.
9. OBLIGATIONS AND COVENANTS OF THE CUSTOMER
9.1 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.
9.2 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). 9.3 The Customer acknowledges, confirms and covenants that the object of the Plan(s) being availed of or provided by OneAssist is not an ‘insurance product’ and that the Customer has availed of the Plan(s) in accordance with this understanding. 9.4 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; 1. is an impersonation of another person, grossly harmful, harassing, blasphemous defamatory, obscene, pornographic, Pedophilic, libellous, 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, defence, 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.
10. LIMITATION OF LIABILITY
10.1 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.
11. INDEMNITY
11.1 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).
11.2 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
12. NOTICES
12.1 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
3rd Floor, Tower C, Times Square, Andheri - Kurla Road,
Marol, Andheri East, Mumbai, Maharashtra - 400059
13. MISCELLLANEOUS
13.1 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.
13.2 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 and explosions, or any other events reasonably beyond the control of either party.
13.3 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.
13.4 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.
13.5 The Agreement shall be governed by the laws of the Republic of India.
13.6 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 Extended Warranty for Furniture – 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.
"Product” shall mean the “Furniture”. “Furniture” refers to movable objects intended to support various human activities such as seating (e.g., stools, chairs, and sofas), eating (tables), storing items, sleeping (e.g., beds) and storage (e.g., Wardrobe).
Type of Furniture covered this plan – Bed, Sofa, Tables & Wardrobes (Storages).
The Customer must install the OneAssist Application on the Mobile Phone and should
not exit/close/shutdown the Application to keep the membership and plan benefits active. Extended Warranty Cover:
Product which is declared for coverage under this Plan for period of Twelve (12). Extended Warranty will start from next day after Manufacturer’s warranty end date or min. 3 months from Invoice date whichever is earlier (Manufacturer’s warranty + OneAssist Extended Warranty Period should be less than 5 Years). Covered Product should have a minimum Manufacturer’s warranty period of 3 months. Repair under Extended Warranty Program will serve you for any inherent mechanical malfunction and breakdown caused by manufacturer’s defects in material or workmanship to the components of your Product as available under Manufacturer’s Warranty for period of 12/24/36 months after expiry of Manufacturer Warranty period.
Maximum 1 claim/year up to Product Invoice value will be allowed. Validity of the plan will end in case of BER/ PNA. Plan to purchased and onboarded within 30 days from Invoice purchase date. Product purchased in INDIA through manufacturer or manufacturer assigned legal channel will be considered under this policy.
Used, Refurbished and Second-hand Furniture are not covered under this program. Settlement of claim with be at the sole discretion of OneAssist and/or their Insurer.
Key Benefits under the Plan:
1. Maximum 1 Repair Service/ year allowed during the applicable EW period.
2. Repair Service benefits maximum up to Product value.
3. Cost of Labour at-home Service and Spare Parts covered.
4. Easy Repair Request Registration & Hassle-free repair request process
5. 7 (Seven) days a week call centre, dedicated chat bot and email support
6. Free Door-Step Services
If you have a Repair Request, please submit the Repair Request through our App or
portal (http://www.oneassist.in) or contact us at happytoassist@oneassist.in or 1800 123 3330
All types of malfunctions or defects or breakdown in the manufacturers’ warranty will be repaired under this Repair Program including:
1. Product becomes inoperable due to malfunction
2. Lifting or peeling of the hide on leather Products
3. Defects of mechanical & electric components
4. Workmanship defects in Frames / Structural Frame
5. Any other defects in material or workmanship available under Manufacturer’s Warranty
Repairs for the above-mentioned malfunctions or defects, breakdown or damages will be repaired by OneAssist or their Authorized Service partners post successful verification/ diagnosis by OneAssist or their authorized Service partners.
Liability for any one repair shall in no event exceed the market value of the Product at the time of repair.
KEY CONDITIONS:
a) The Product must be purchased new from Official Channel and must be supported by Manufacturer’s Warranty.
b) The Product must be manufactured in India or is legally imported in India. This Repair Program is valid only on Products which are purchased and repaired within India.
c) This Repair program is valid if you are 18 (eighteen) years old or above the age of 18 (eighteen) years old. This Repair Program is valid only in India.
d) The Product cannot be used for outdoor usage, Products with only indoor usage will be protected under this Repair Program
e) Customer to acknowledge and understand that Motion Product (Sofas, tables, etc) has many moving parts, caution must be used in operations like opening closing etc. You agree to leave Product in the safest position and keep hands and feet clear of mechanism.
f) The Product must be used in accordance with the manufacturer’s guidelines for Product usage including but not limited to regular maintenance & upkeep of the Product.
g) Manufacturer’s Warranty must remain valid throughout its validity period provided by the manufacturer. h) You agree that the Products made of all types of wood including other natural materials such as marbles or stones will have their own distinct natural differences and occasional minor blemish which are an inherent characteristic of these materials. Since the solid wood and the materials used in the Products have their own distinctive feature/s, the changing seasons/climate, and/or any excessive dryness of the air, could lead to superficial hairline cracks in the wood. Due to the very nature of the wood/materials used to manufacture the products, complete elimination may not be possible despite best efforts.
i) You accept that replacement fabrics may vary in colour from the original due to dye lot differences. Further that Leather is a natural product, and, as such, each hide will reflect its own individuality. Some variations of shade and tone are to be expected as are the nicks, scratches, and wrinkles that only occur in genuine leather; these characteristics are in no way to be considered a Defect.
j) In the case if your Products is exchanged due to borer infestation as part of manufacturers' warranty during the program period your product shall be protected only for the remainder of the period at the time of replacement. You must notify OneAssist in writing through the process mentioned in “Repair Request Process” clause hereinbelow, with the details of such replaced product within 30 (thirty) days of the delivery/ installation by the manufacturer.
k) The Repair Request must be registered by you or in whose name this Program stands and must be within the Program period.
l) As a part of repair program registration, your Registered Mobile Number and Invoice Copy is an important element to process your repair request.
m) The faulty Products shall be made available to our Technician / Representative at your registered address in case the personnel/representative desires to carry out any minor repair works in the faulty Product and shall provide adequate storage space for spare components, test Product/Equipment and adequate working space, light, heat, ventilation, and electric current for use of our technician for provision of Services at your Registered Address.
n) Our technicians do not carry ladders. If required, a ladder must be provided by you. o) Any Repair services against any Manufacturing Defect that is result of poor workmanship will be provided under this Repair Program on inspection and at the sole discretion of OneAssist. p) The repair or like
to like replacement in case of BER of the faulty product is actioned by OneAssist at the original delivery address, which you provided during the purchase of the Product (Registered Address). q) In case the Product is required to be taken to service centre for repair, it will be responsibility of OneAssist for the pick-up, transit, repair, and delivery of the product back to you. You will not be charged for the entire process. Any in Transit Damage request along with necessary details /images during this process shall be made within 24 (twenty-four) hours of the delivery of Product at your Registered Address. If you fail to take delivery of any your Product as per the terms of this Repair Program then OneAssist reserves the right to recover any charges, expenses, cost, taxes including warehousing charges incurred by OneAssist.
r) Spare parts which are new or like new performance adhering to manufacture’s specification will be used for Repair Purpose at our Sole Discretion. Any old /replaced parts/salvage remaining from the repairs carried out shall be retained and considered owned by OneAssist.
s) Total service period available under this Contract is maximum up to 5 (five) years product age including Manufacturer’s Warranty Period OneAssist determines that your Product is an Obsolete and key parts are not available for effective repair, OneAssist may contact you for instruction to carry out the repair services or cancel the Repair Request. This Repair Program will be cancelled in the event of fraud, attempted fraud, or tampering of Product and its components or misrepresentation of Product age and condition or non-disclosure of any changes that affect this Repair Program and no refund shall be due to You
t) This Repair Program is only valid for the Product detailed at the beginning of this Program. It is not assignable or transferable by you for any reason (including but not limited to the case of the Product being sold to or stolen by a third party).
u) Customer is entitled only for Repair service benefit after deducting price refund given by the Manufacturer. If during the manufacturer's warranty the manufacturer has refunded to the customer the purchase price or part of the purchase price so in this case, the maximum
repair benefit or settlements will be entitled to the balance after deducting the said refund price amount.
v) The Maximum Repair Benefit shall stand reduced by the amount utilized per Repair Request raised by you and cannot be reinstated. If any Repair Cost or Spare part cost or replacement Product cost for any product/s provided under this Repair Program is higher than the balance repair benefit, then you are entitled for remaining benefit and you are required to pay the difference of amount.
w) If you fail to make additional payment or give instruction for additional services within 7 (seven) days from date of OneAssist Communication, then OneAssist will consider the repair request
as “cancelled” and the request cannot be reopened.
x) OneAssist shall on best effort basis ensure that your personal information is kept confidential and is not disclosed to any third party except in order to fulfil your Repair Request. You hereby, agree and acknowledge that OneAssist or their Authorized Service partner may call, send email/SMS/WhatsApp application messages on any of the contact details shared by you, in order to keep you informed regarding or service or to send you any marketing and our other product related communication.
y) You consent to OneAssist recording your phone calls on the OneAssist designated number to enable OneAssist to:
• provide a record of the instructions received from you and to share the same with the
Service Partners, if required
• allow itself or its service partners to monitor quality standards
• enhance training content
• meet legal and regulatory requirements
z) Service under this program will get activated only after the successful payment from you. Unless otherwise stated herein, any payment made is non-refundable. OneAssist may use payment gateway services of third-party service provider for the purpose of payment to be made by /to you through OneAssist Website/Portal. For digital mode of payment, it is your responsibility to check the details carefully and OneAssist is not responsible for any wrong payment made by you.
aa) Serviceability: Repair Services are available only at your registered address i.e., serviceable location and OneAssist reserve right to reject the Repair Request if address is different than the registered address. without any further liability towards cost, penalty, interest, taxes, etc.
bb) Parties shall only have a principal-to-principal relationship under this Service Repair Program. cc) OneAssist does not conduct partial repair work. Repair Services recommended by technician should be done in entirety to ensure quality services. OneAssist will charge you with additional repair cost towards Labour, visit charges, spare parts, transportation charges for any repair services not covered under this Repair Program at standard rate applicable to manufacturer repair. If you do not pay the additional charges within 7 (seven) days, your repair request will be cancelled. You will be required to produce repair invoice for said additional damages at time of next Repair Request to successfully confirm completion of repair work.
EXCLUSIONS
a) The damage is caused by:
• For any damage (structural or otherwise), soiling or staining caused:
o during delivery.
o to items used for rental/sublet or commercial purposes, or furniture in storage or
transit damage.
o by or resulting from misuse, mishandling, abuse, neglect, violence, or vandalism.
o by or resulting from deliberate damage by any person, including children.
o by the removal of stains caused by a build-up of perspiration, hair, and body oils.
o by any spill or stain not attended to in a manner described by the administrator.
o by fire, fibre damage, smoke, ash, flood, wind, lightning, the act of sunlight,
oxidisation, or any other natural disaster.
o by colour loss or any change in colour because of usage or wear and tear.
• Against the removal of any odours when caused by a stain.
• For any stains or damage that are consistent with wear and tear or anything that happens gradually.
• For damage caused by insects, non-domestic animals, or wild birds.
• For any damage caused by the use or application of cleaning substances or materials, other than those provided.
• For any fabric fraying and the replacement of lost buttons.
• Against any of the cost of replacing your insured item in the event of staining or damage to arm caps or scatter cushions.
• If you fail to comply with the manufacturers, suppliers, or service providers instructions. • If you use the furniture in a manner other than that intended by the manufacturer.
• Against the natural characteristics of leather, such as brands, bites, tick marks and opened scars.
• For any failed repairs carried out under the manufacturer’s warranty or repairs carried out by a technician not assigned by the service provider.
• For any claims resulting from fading, the effect of sunlight or non-colour fast materials. • Against any variations in batches of dyes, where a part is replaced the colour match will be within a commercial tolerance.
• For any consequential loss of any kind or loss of use.
• For any structural defects first discovered during the manufacturers’ warranty period. • For any damage that is not consistent with the original claim or misrepresentation of an occurrence.
• Transportation & other service charges are excluded in the program
BER (BEYOND ECONOMIC REPAIR):
If OneAssist concludes that your Product falls within the definition of BER under this Repair Program following terms will apply:
a) Provided that our authorized technician confirms that your BER Product is an original Product, in that event a like to like replacement Product will be provided to you, or OneAssist will settle through vouchers or other suitable mode of settlement of calculated amount basis applicable total deductions or the balance repair benefit available whichever is lower will be offered to you the sole discretion of OneAssist.
b) OneAssist may decide to pick up BER Furniture or adjust the value out of settlement amount. You will be required to surrender the BER Product, and it shall be automatically deemed that you transfer all its rights to OneAssist. You hereby confirm to release all your rights with respect to the said BER Product.
c) In case the item is non-repairable/ replaceable, product will go for BER basis the age of the product as defined below (BER product needs to be surrendered to OneAssist).
d) Settlement amount in case of BER will be subject to deduction based on the age of the furniture as mentioned below and will be applied on Balance Sum Insured -
Age of the covered Furniture (in Months)
Additional BER Fees or Depreciation (as % of Invoice value)
0 - 12 Months
Not Applicable
13 - 24 Months
20%
25 - 36 Months
30%
37 - 48 Months
40% (applicable for non-recliner segment)
49 - 60 Months
50% (applicable for non-recliner segment)
f) Any OneAssist settlement basis on depreciated amount will immediately terminate this Repair Program with no refund of the Repair Program Fee and OneAssist shall have no further obligations for the remainder of the term of the Program period.
g) If you are not agreeable to OneAssist offer to provide the settlement option within 7(seven) days from date of OneAssist communication, your BER Product will be returned to you in unrepaired condition.
REPAIR REQUEST PROCESS:
a) You are expected to submit your repair request via any of below mentioned
channels: b) Log in to OneAssist Mobile App or website www.oneassist.in and
register your request; or c) Call us on 1800-123-3330; 24X7 365 days
d) While raising the repair request, the following details are mandatory (i) Verification through Mobile Number (ii) Complete Residential Address iii) Invoice copy (iv) Images of the product e) All Repair Requests are subject to OneAssist or their Service partners approved inspections. f) To the extent necessary, OneAssist may request you to provide a certain document for OneAssist to process your repair request.
g) OneAssist will then connect with you to understand the breakdown/ defect with the product. h) Basis the diagnosis, our authorized technician will schedule a visit to your registered address to repair the product
i) If the Product cannot be repaired at-home and needs to be transported to the nearest OneAssist or their Authorized Partner’s service centre, OneAssist schedules pickup of the Product, repairs it through the approved technician, dispatches and delivers the repaired Product to you.
j) We will however proactively update you regarding the progress of your repair request at every step However you may check status of Repair Request through our Mobile App or chatbot or Contact centre 1800-123-3330.
k) OneAssist will try on best effort basis that the repair request is processed. However, if repair request cannot be successfully completed due to any reason beyond our control, then at its sole discretion, OneAssist will offer you a suitable mode of settlement of calculated amount basis the actual repair estimate as determined by OneAssist or their authorized technician or the balance repair benefit available whichever is lower. Post the successful settlement or on expiry of 7 (seven) days from date of final OneAssist Communication, the said repair request will be closed without any further liability.
LIMITATION OF LIABILITY:
a) In the event of any loss due to negligence of OneAssist while carrying out its obligations under this Repair Program, OneAssist’s liability under this Repair Program shall not exceed the balance Repair Benefit under this Program. You agree to contact OneAssist only if you have a genuine requirement for services offered under this service program. For avoidance of doubt, it is clarified that OneAssist shall not be liable for any claim, loss, damage, or compensation caused in relation to or arising from or in connection with this Repair Program.
b) Unless otherwise clearly proven by you to OneAssist’s satisfaction that there is negligence by OneAssist or their Authorized Service partner concerning the confidentiality/secrecy of data privacy while OneAssist or their Authorized Service partner is carrying out its obligations under this Repair Program, OneAssist or their Authorized Service partner 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 data privacy of your personal data.
c) OneAssist shall not be under any liability for any breach whatsoever nature where such breach result from a cause beyond its reasonable control or contemplation or act of God, industrial action, or direction of any relevant Government (Force Majeure event)
d) OneAssist is not responsible for personal injury or damage caused to you due to any technical malfunction of any internet network, application / software, failure of any transaction because technical problems or traffic congestion on the internet/application.
INTERPRETATION, GOVERNING LAW & JURISDICTION:
This Repair program is to be read in conjunction with detailed Terms and Condition available on OneAssist’s Website. In case of a conflict of any of the terms of this Program, it is agreed that this Repair Program shall supersede. The construction, interpretation and meaning of the provisions of this Repair Program shall be determined in accordance with Indian law and by the Courts at Mumbai, Maharashtra.
NOTICE & GRIEVANCE:
OneAssist may give notice by means of a general notice on the services to your email address or mobile number on record in OneAssist’s account information. It is your responsibility to check and ensure you visit correct web portal or website or dial in the correct call centre number. In case of any grievance, you may contact OneAssist at escalations@oneassist.in
MISCELLANEOUS:
This Repair Program is an electronic record in terms of Information Technology Act, 2000 and rules there under 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. OneAssist is entitled at all times verify the information you have provided. You agree and accept terms and Conditions as set forth herein under this Repair Program along with any amendment made by us at its sole discretion and notified to you through the registered email
you, mentioned in the beginning of this Repair Program. OneAssist is entitled to terminate this Repair Program at all times and with immediate effect if you (a) violate or breach the terms and conditions or obligations, or representations or warranty or any applicable law or regulation (b) in the opinion of the company, misuse the services. Failure to exercise a right or remedy provided by this Repair Program or by the law does not constitute a waiver of rights or remedies. This Program will inure to the benefit of and be binding upon OneAssist, its successors. No assignment of this program is possible except stated herein. The invalidity of any Term shall not affect the validity of the other provisions of this Repair Program.
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