TERMS OF SERVICE, FEATURES AND USAGE

This document outlines the features and terms of Complete Laptop Protection [CLP], a service that is brought to you by Onsite Electro Services Private Limited.

AWESOME BENEFITS OF COMPLETE LAPTOP PROTECTION?

This program is applicable for Laptops and provides total care for your laptop. That means that whether it is getting your laptop fixed post a breakdown or damage, we are there for you.

1. Unlimited Service Calls for Manufacturing Defects: We will repair Your device as many times as required for manufacturing defects up to the maximum liability defined in the maximum liability section below.
2. One Service Call for Damage Protection: Repairing a damaged device using high quality spare parts is a costly affair as most damaged parts need to be replaced and cannot be repaired. Hence, We will only be able to repair damaged devices once during the life time of the Plan based on the maximum liability defined in the maximum liability section below.
3. Assured Buy-back – When it’s time to upgrade, we have got Your back. With Assured Buyback, you can receive up to 70% of Your Device’s value, subject to the terms of this Plan. This means You don’t have to worry about unpredictable resale prices or the hassle of finding a buyer. We make the upgrade process simple, transparent, and rewarding—so You get maximum value when You decide to move to Your next Device

Onsitego Complete Laptop protect is available for two tenure: 2 years and 3 years. You can opt for this plan for your laptop on the same day as the purchase of the device. The term and coverage for 3 Years Complete Latop Protection Pro plan is as shown in the illustration below;

However, if you have purchased 2-year plan, you will only get protection cover for damage due to accidental or liquid for 2 year with below additional benefits

1. Assured Buyback for the purchased device up to 2 year from the date of purchase of the covered device.
2. Extended Warranty service for 1 year post expiry of the brand warranty.

*Note:-

• For 24 Months CLP – EW Cover NOT Applicable if Manufacturer’s Warranty is 24 Months.
• For 36 Months CLP – EW Cover NOT Applicable if Manufacturer’s Warranty is 36 Months

The Complete Laptop Protection Plan will lapse if any of the following conditions are met:

• If the cumulative repair expenses (For damage protection and manufacturing defects) exceed the Onsitego Maximum Liability; or
• If the Assured Buyback requests have been successfully redeemed; or
• If the Device gets replaced under this plan; or
• If the device has been repaired or modified by unauthorized personnel
• If the tenure of the plan is expired

Onsitego’s Complete Laptop Protection comes with a host of features that are designed to not only safeguard your device, but also save you from the hassle of getting your device repaired.

• We shall cover all the charges associated with repairing your device, whether it is costs of repairs, labour and transportation, if required. Co-payment will be applicable as per the section ‘Co-payment Terms’.
• Free Pick & Drop or At-Home Repairs: Whether it means picking up your device or sending a technician to your home to repair your device, we will ensure that you never have to interact with a Service Centre ever again.
• High-Quality Spare Parts Guarantee: Your devices will be repaired by Onsitego approved service centres using high-quality spare parts every single time.

MAXIMUM LIABILITY

Overall benefit to the customer will be capped as per the remaining maximum liability for each service requests. The maximum amount payable by us under this Plan will be the maximum liability as per below table. If any service request has been closed successfully, the cumulative cost of repairs for all the previous service request shall be deducted from the maximum liability for all the subsequent claims, termed as Balance Liability. At any time, the maximum liability shall not exceed Maximum Liability or the Balance Liability.

The Onsitego Maximum Liability values at the purchase of policy will be as per the table below:

Age of the device at the time of raising service request	Max. Liability for Accidental Damage cover	Maximum Liability for Extended Warranty cover
0 to 12 Months	55% of the Device value	N/A
12 to 24 Months	40% of the Device Value	60% of the Device Value
24 to 36 Months	30% of the Device Value	40% of the Device Value

If Your device is not repairable or the repair cost is greater than Onsitego Maximum Liability as per above i.e. the device is Beyond Economic Repair (BER), then at Onsitego’s sole discretion, will provide a commercial settlement based on the Settlement value post adjustment of Maximum liability, co-payment and salvage. The settlement amount will be reimbursed in the form of gift vouchers.

Onsitego at its sole discretion will decide whether the device will be repaired or a commercial settlement will be provided. In case a device cannot be repaired by the service Centre, the maximum claim limit will be paid after deduction of salvage fees basis below table

Device Value	Salvage
Up to Rs. 30000	Rs. 750
From Rs. 30001 to 50000	Rs. 1500
From Rs. 50,001 to 75,000	Rs. 2000
Above Rs. 75,000	Rs. 2500

CO-PAY AMOUNT FOR SERVICE REQUESTS

A Co-Pay amount, of `Rs. 1000 is applicable at the time of raising a Service Request for damage. Please note that the Co-Pay amount is non-refundable.

Co-pay amount is not applicable for any service requests raised due to malfunction or breakdown.

Help Us, Help You

• Buy Complete Laptop Protect while purchasing your device and ensure that you are buying the right plan based on the price of your device.
• At the time of purchasing the plan, ensure that the invoice issued to you by your retailer is electronically generated and has the IMEI/Serial Number that matches the one on the device.
• Provide all the information requested by us in a timely and truthful manner. We request you to submit the device and invoice to us promptly and respond to any queries raised in a timely manner. Delays on this front by you will cause the Service Assurance to extend by the proportionate number of days.
• If the IMEI/Serial Number has changed on account of repairs or exchange by your retailer or the Service Centre, please provide us with a Swap Letter that will allow us to authenticate that you are still using the same device.
• If Your Device is repaired or any part is replaced during the Plan period, you must inform Us and share the repair invoice if asked. Repairs or part replacements must be done only at a brand-authorized or Onsitego approved service centre. Repairs done elsewhere may lead to deductions in the Buyback Value, at Our sole discretion
• And most importantly, use your device with the tender love and care that it deserves.

What is NOT Covered

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

• Products that do not carry an existing one-year Manufacturer’s Warranty valid in India at the time that this plan has been purchased by you.
• Battery or any other accessories are not covered under the said plan.
• Issues or costs arising due to unauthorized repairs carried out on the Covered Product, improper usage and defects due to electrical wiring, plug(s), switches, extension box, inverter, grounding defects, damages due to sudden surge fluctuation, fluctuating voltage, loose contacts etc. and damages resulting from external causes like rat bite(s), insect infestation or intrusion.
• Breakdown on account of any accessories not originally provided by the manufacturer of the Covered Product.
• Issues arising as a result of non-operating or cosmetic deterioration that does not affect the functionality or operation of the Covered Product.
• If modifications are carried out in consonance with the brands’ policies using genuine parts and through authorized service centres which increase the Value of the Covered Product then Total Breakdown Support will continue to apply to the Covered Product. However, it will only cover up to the maximum liability based on the original invoice value of the product and will exclude the modifications carried out.
• Performing actions on the Covered Product that cause the manufacturer’s warranty to void, including products that have been modified, altered, adjusted or repaired, serviced, moved, removed or installed by unauthorized persons.
• Any other condition that voids the Manufacturer's Warranty prior to end of its standard warranty period, including repairs from local and unauthorized service centers.
• Breakdown or consumption of consumable products such as cables, cords, cartridges, tapes, software items, batteries, chargers, earphones, headphones, fuses, bulbs, stylus, ribbons, plastic, rubber, sheet-metal parts, doors, main liner, cracks, paintwork, product finish, dents, scratches, plugs, rubber pads, stabilizers, grills, casing, trays, light covers, filters, attachments, belts, toner, drums or any other add-ons (all types of accessories)
• Defects due to transmission/cable/DTH/or any other external source from where the signal input is fed to the product.
• Breakdown caused by a failure to follow the manufacturer's installation or operating instructions.
• Product(s) with removed or altered serial numbers.
• Damage to computer hardware, software and data caused by, including, but not limited to virus, application programs, network drivers, source code, object code or proprietary data, support, configuration, installation or reinstallation of any software or data.
• Any product fraudulently described or misrepresented by You.
• Malfunction of the Covered Product resulting from inadequate safekeeping, storage at high temperatures or humidity, storage with mothballs or leakage of batteries.
• Damage occurring due to natural calamities like floods, earthquakes and acts of God.
• Loss or theft or burglary of the device arising out of any reason whatsoever.
• If Onsitego Complete Laptop Protection Plan is bought on a date which is post the date of purchase of the Covered Product or outside the Purchase Window.
• Any malfunction or physical or liquid damage that has occurred prior to the commencement of Complete Laptop Protection cover term or outside the coverage term.
• If the Covered Product is bought outside India or via a channel or retailer that is not an official channel mandated or recognized by the Brand.
• Any loss of data or software installed in the product.
• If the brand to which the Covered Product belongs does not have a minimum of one authorized Service Center anywhere in India at the time of filing a Service Request

COVERAGE- ASSURED BUYBACK

Onsitego prides itself in providing a smooth and reliable Buyback experience. We guarantee that You have the option to sell Your Device back to Us, after the first month, at a pre-defined Buyback Value as per the schedule and conditions mentioned in this Plan. This is subject to Your Device meeting the eligibility and condition criteria outlined in this document or on Our website at the time You raise the Buyback Request.

Service Fees

A Service Fee of ₹599 is applicable at the time of scheduling a physical / video inspection. Please note that the Service Fee amount is refundable upon processing of the Buyback Value.

Once We complete the physical/video inspection, the Service Fee becomes non-refundable, if You choose not to continue with the Buyback.

However, you are welcome to raise a new Buyback Request in future during the remaining Plan tenure by paying the Service Fee.

Device Condition and Inspection

Once You raise a Buyback Request under this Plan, we will inspect Your Device to confirm its condition. The Buyback Value will be determined based on the physical/video inspection.

We shall do the following quality assessment and valuation of the Device based on below listed parameters. You will get the Assured Buyback Value if the Device satisfies all the below conditions.

1. The internal components should be in perfect working conditions:

   1. Device must switch on and is able to connect to the network
   2. Device must pass through all the tests as per the Device Health Check by our valuator
   3. Battery should not be swollen and no parts and components should be missing

2. External Conditions should be flawless:

   1. On Body: No Cracks, Scratches or Dents. No Body Bent/Bulge/De-Shaped. Any Minor or Major Scratches and/or Dents will be assessed by OSG in its sole discretion and may lead to re-evaluation of Buyback Value
   2. On Screen: No Cracks, No Minor or Major Scratches, Screen not coming out of body, No Touch-Screen issue, No Discoloration. The display should not have any spots or dead pixels.
   3. There should be no broken, cracked or damaged parts, including screen, body panel, buttons etc.
   4. No parts, buttons, panels & components should be missing

3. No Unauthorized Modifications should have been done to the device:

   1. Device should not be rooted, cloned or software hacked.
   2. Device should not have water damage or be repaired from any unauthorized source (except brand approved / Onsitego service centre)
   3. “For Laptops: Serial Number on Device” must match with information already provided at the time of registration
   4. Brand/Model/Variant should be same as mentioned in the ABB Plan at the time of purchase of the new Device
4. Original Accessories needs to be available:
5. Original Invoice
6. Original Brand Box
7. Original Charger, Earphones and any other accessories in the brand box need to be provided in working condition
8. You must notify Us in writing in case of dead-on arrival or manufacturer recall or manufacturer’s warranty replacement along with the details of the replacement device given by the Manufacturer within 30 (thirty) days as of your receipt of the replacement device from the Manufacturer.
9. In case the Device is changed or replaced due to Manufacturer’s warranty or any other Plan(s), the Assured Buyback Plan will be applicable to the new device only for the remainder of the tenure from the Original Device

Buy-Back Value: -

Every device suffers a reduction in resale value because it has been used for a certain period. This reduction in value is factored into the Buyback Value calculated under this Plan. The Buyback Value is determined based on the age and condition of the device at the time of raising the Buyback Request.

Buyback Value = Device Buyback Value percentage as per table X Device Value of the device

Buyback Value for Laptop based on the Device Value

Age of the Device at the time of raising Service Request	APPLE	HP/DELL/LENOVO ACER/ASUS/SAMSUNG	Others
31 to 90 days	70%	60%	50%
91 to 180 days	60%	50%	40%
181 to 365 days	50%	50%	35%
366 to 545 days	45%	40%	30%
546 to 730 days	40%	30%	25%
731 to 1,095 days	30%	25%	15%

Above ABB grid is applicable, if device model launch date is up to 5 years prior to the Buyback request date. ABB will be calculated on Device Current Market Value as defined at the time of purchase.

A deduction will be applied to the Buyback Value based on the device condition:

• Grade A: No deductions will be applied
• Grade B: The Buyback Benefit will be adjusted down at system generated pre-approved rate. 25% deduction on defined Buyback Value
• Grade C: We understand that your device is currently not in working condition. While it does not qualify for our buyback benefit, we would be happy to assist you in responsibly disposing of the device and exploring any possible residual value, should you wish to proceed.

GRADE A: Assured Buyback Benefit	GRADE B: Buyback Benefit	GRADE C: No Buyback Benefit
1.) Device is fully functional. 2.) Normal Working Condition with normal visible wear and tear. 3.) Device must be returned with all accessories like charger, cable, adaptor etc. that are originally provided by Manufacturer with the Device. Refer the Device Condition section above	The Device has one or more of the following issues: 1. Device has sustained minor functional damage/dent or Device failure that can be easily repaired. 2. Up to 2-3 minor dots or light shading at some edges. Hard to find from a distance. 3. May have 4-5 scratches visible from 20-25 cms. It impacts the visibility when the device is on.	1.) Except grade A or B, if there are other functional defects. 2.) The device does not power on and/or is non-functional or damaged which can’t be repaired.

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

• Device is found to be in non-working condition at the time of physical/video inspection.
• Devices not accompanied by a valid purchase invoice from an authorized Indian retailer.
• Devices upgraded or modified using parts that are not sourced from a brand approved service centre, or Onsitego approved service centre
• Devices with any type of mechanical and electrical defects or failure of internal components that result in sudden stoppage of functionality.
• Devices with active loan agreements on the date of registration of service request.
• Device on which the model / IMEI number is not matching with the boarding details OR has been defaced or removed
• Devices that are obsolete, including those that are no longer in production, or from brands that have exited the Indian market or do not offer service support in India

WHAT SHOULD YOU KEEP IN MIND- COMPLETE LAPTOP PROTECTION

• We will gladly service your device as long as the plan is active and has not expired. Also, the damage needs to have occurred after purchasing Complete Laptop Protection and not prior to it.
• The plan has a cooling period of first seven (7) days during no service requests can be raised.
• Batteries and other device accessories are not covered.
• The device needs to have a minimum manufacturer’s warranty of 12 months that is applicable in India.
• Any service requests for damage or breakdown to be reported within seven(7) working days to Us
• The plan requires a manufacturing warranty of one year for the device. Ensure your device invoice is electronically generated (printed) and has a complete break up of taxes. In case of manual invoices or fraudulent invoices, rejection of request will be at the discretion of Onsitego.
• In case of screen damage, the damage should not be on account of normal wear and tear. That means cracks are covered, scratches are not.
• Onsitego reserves the right to cancel this plan in case the laptop is repaired from any non-Onsitego vendor during the plan coverage period.
• Onsitego will not be responsible for any data loss in any case, maybe due to hardware failure or virus infection or during cleaning virus infection or operator error. You are requested to keep regular backup to avoid such circumstances.

CANCELLATIONS

This Complete Laptop Protection plan can be cancelled within 10 days of purchase without any reason whatsoever. Upon cancellation of this plan, no charge will be deducted from the amount paid towards the LTC Pro and the entire amount shall be refunded. However, the Plan cannot be cancelled within the initial 10-day period if any service request has been raised or any benefit under the plan has been availed. No cancellations can be made by the Customer after 10 days from the Date of Purchase of this plan. If the Customer makes a request, knowing it to be false and/or fraudulent as regards the value or the amount of work or otherwise, this Service Agreement is deemed to be cancelled from inception without return of money paid and the customer must return all request payments received till such cancellation, including any shipping charges or other

RAISING A SERVICE REQUESTS

1. Complete Laptop Protection

   1. The worst has happened; Your Devices got damaged. Do not worry, we are here to help You.

      1. Say “Hi” over WhatsApp on 99205 99206 from Your registered mobile number OR Visit https://onsitego.com/ OR
      2. download the app “Onsitego – Repair & Service” from play store or Appstore OR
      3. Call us on 99205 99206 or email us at help@onsite.co.in
   2. Ensure that the IMEI Number on Your Device matches the one that is mentioned on the purchase invoice.
   3. Validate Yourself with OTP received on the registered mobile number.
   4. Please pay the Co-pay amount based on your device price (as stated in the co-pay section above)
   5. We will guide You to the nearest service centre or pick up Your Device as per Your preference
2. Assured Buy Back

3. You want to avail Assured Buyback and get the promised value in exchange for Your Device. Do not worry, we are here to help You.

   1. Say “Hi” over WhatsApp on 99205 99206 from Your registered mobile number OR
   2. Visit https://onsitego.com/ OR
   3. Download the app “Onsitego – Repair & Service” from Play Store or App Store OR
   4. Call us on please call us on 99205 99206 or email us at help@onsite.co.in.
4. You will receive a link to answer a questionnaire on the Device condition.
5. Tentative Buyback Value will be shared based on the response provided in questionnaire. The final Buyback value will be subject to physical/video inspection.
6. Post payment of service fees of Rs. 599/- we shall schedule a visit to Your location / video call for physical/video inspection of the Device
7. Final Buyback Value will be communicated based on the Device condition inspected during video call / physical visit. At the time of pickup, the partner will complete the detailed device quality check (QC) in your presence and share the final buyback value after the quality assessment and valuation are completed. The final Buyback value may vary from the tentative Buyback value based on the actual Device condition at the time of pickup.
8. Once, you accept the Buyback Value. We will pick up Your Device along with charger, cable, etc. & transfer Store Vouchers / e-Vouchers within 2 working days to Your registered email ID and registered mobile number

FAQs

Q What is the term of the service?

A The term of the Onsitego Complete Laptop Protection for laptops is 2 years / 3 years as per the plan purchased.

Q Can I buy the Complete Laptop Protection for my old laptop?

A Complete Laptop Protection can be bought for new laptops only. Plan is to be purchased at the time of new laptop purchase. This plan cannot be bought for refurbished laptops.

Q How many times can a service be availed under the Complete Laptop Protection?

A Repairing a damaged device using high quality spare parts is a costly affair as most damaged parts need to be replaced and cannot be repaired. Hence, We will be able to repair it only Once for damage protection. However, We will provide unlimited service calls for manufacturing defects.

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

A We can certainly refund the plan within 10 days of purchase of plan, provided you have not already filed a service request, or availed any other service included in the Onsitego Complete Laptop Protection.

Q What if the device cannot be repaired or the spare parts are not available?

A There's no need to worry. Our authorized service centres are staffed with trained technicians and are equipped with high-quality spare parts to support most laptop repairs. In the rare event that a specific spare part is temporarily unavailable, we will make every effort to source it as quickly as possible and keep you informed throughout the process. If a repair is still not feasible due to exceptional circumstances, our support team will guide you on the available next steps.

Q How will I be reimbursed the Assured Buyback Value for my Device?

A Upon Assured Buyback request raised by you, we will do a physical/ video inspection of Your Device. Based on the condition of the Device and verification of all required documents, we will pick up Your Device and will send You e-voucher within 2 working days on Your registered email ID and mobile number. These vouchers are typically valid for 180 from the date of issue.

Q Do I need to return the original charger and other original accessories?

A Yes. All original accessories must be submitted. Missing accessories may lead to deductions in the buyback value.

Q If my Device condition is classified as Grade B, what is the final Buyback Value I will receive?

A If the Device is of Samsung make and is classified as Grade B, with a device value of INR 30,000 and a Device age of 5 months, the applicable Buyback Value is 50%. The Buyback Value is calculated as INR 30,000 × 50%, which equals INR 15,000. A 25% Grade B deduction is then applied on the Buyback Value, amounting to INR 3,750. After applying the deduction, the final Buyback Value payable to You is INR 11,250.

Q When availing Assured Buyback, what if the Device is damaged and/or some features are not functional?

A If the Device will be graded as B, a deduction of flat 25% will be applicable on the assured Buyback value. If the Device will be graded as C, it means that the Device is currently not in working condition. While Grade C does not qualify for our Buyback benefit, we would still be happy to assist You in responsibly disposing of the Device and exploring any possible residual value, should You wish to proceed.

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

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

Q Can I raise an Assured Buyback request if I have previously availed of a replacement service?

A This Plan expires once You avail a replacement service under the plan. An Assured Buyback service request cannot be raised on an expired Plan.

Q What if I have purchased the Device on an EMI Plan and some instalments are still unpaid?

A We need a loan free Device in case You are availing ABB or if We are replacing Your Device due to any reason. We will require a NOC from Your lender declaring that all EMIs / dues / payments have been cleared by You before We process any replacements / ABB.

SOME LEGAL STUFF

• Non-fulfilment of any conditions set out in this document may cause the rejection of Your request; hence We solicit Your cooperation to ensure We are able to provide You a perfect service experience.
• This Service Agreement is a complete agreement between Onsite Electro Services Private Limited and Customer. The retailer is only authorized dealer of Our products and shall not be responsible for any of Your grievance with regards to the services to be performed by Onsitego under this Terms of Service. Any statements or representations made by resellers, ASPs or others that are inconsistent / contradictory with this Agreement shall not be binding upon Onsite Electro Services Private Limited and the terms of this Agreement shall prevail.
• We shall not be liable for delay or failure in furnishing services including suspension of Service or Buyback Assurance in the event of strike, government action, act of God, disruption in global supply chains or any other cause beyond Our control.
• Onsitego will not be liable for indirect damage caused due to improper functioning of the product, including but not limited to lost profits or savings, business interruption, loss of data, lost revenue, loss of use, inconvenience, mental or physical stress or any other commercial or economic loss of any kind, or special, incidental, or consequential damages.
• By participating in the Complete Laptop Protection Plan, you hereby confirm that:

1. In spite of erasing the data manually/electronically, if any data is still accessible due to any reason and/or the data is misused in any manner by any person(s), Onsitego will not be responsible for the same and You will not approach Onsitego for any retrieval or deletion of the data.

2. On successful handover of the Device to the agent as part of replacement or ABB service request, the ownership of the Device shall stand transferred to Onsitego and You shall not retain any right/claim over the same.

   • The Device for which this plan has been purchased should not have any other Care Pack/Insurance or Insurance Linked Plan/Extended Warranty/Maintenance Contract, apart from the manufacturer’s warranty.
   • Onsitego shall not be liable for any failure or delay in performing any service, including but not limited to any inability to correct Device-related errors, malfunctions, or defects, except where such liability is expressly assumed in this document.
   • Marketing brochures are meant purely for educating customers and do not have any commercial value.
   • The Customer shall indemnify, defend, and hold harmless Onsitego from and against any loss, claim, penalty, demand, or expense arising out of misrepresentation, fraudulent documentation, incorrect invoices, undisclosed defects, outstanding loans, third-party claims, or violation of applicable laws in relation to the Device submitted for Buyback.
   • The physical/video inspection conducted by Us shall be final and binding for the purpose of determining Device condition, eligibility, and Buyback Value. Photographic, video, and physical/video inspection evidence recorded during the process shall be deemed conclusive
   • All rights, title, and interest in the Device transfer to Us once it has been successfully picked up and passes Our physical/video inspection.
   • All benefits under this Plan, including the Buyback Value, are subject to Your complete compliance with the terms stated in this document. Determination of eligibility and fulfilment of conditions will be at Our sole discretion and shall be final and binding.
   • Any disputes arising in connection with this service shall be governed by the laws of India. The courts of Mumbai shall have the exclusive jurisdiction over disputes arising hereunder.
   • Onsitego reserves the right to withdraw / alter / modify / change or vary all or any of these Terms and Conditions of the Complete Laptop Protection Plan at any time without any prior notice and without any liability.
   • All rights reserved with Onsite Electro Services Private Limited.

ESCALATION

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

Support	Mail ID	Working Hours
Level 1	help@onsite.co.in	10:00 AM to 7:00 PM - All Days
Level 2	escalations@onsite.co.in	10:00 AM to 7:00 PM - All Days