TotalresQ - Smartest Way to claim warranty

INTRODUCTION

  • TotalresQ is a provider of warranty support and logistics for Mobile phones and Tablets.
  • These Terms and Conditions apply to the TotalresQ – Smart warranty PLAN and its add- ons only.
  • These services shall be applied to TotalresQ products/services purchased by You from TotalresQ or its Authorized Resellers in India.
  • Notice is hereby given by TotalresQ to You that TotalresQ will assume no responsibility or liability whatsoever to You if the Product is not registered with Us or does not meet these Terms and Conditions.
  • It shall be assumed that the Terms and Conditions herein are accepted by You if we do not receive any communication to the contrary within 7 days of purchase.


DEFINITIONS

  • We, Us, Our: Team TotalresQ.
  • You, Your: The Customer or person who has purchased this Product/Service.
  • The Handset: The mobile phone covered by the pack these Terms and Conditions apply to.
  • The Tablet: The Tablet covered by the pack these Terms and Conditions apply to.
  • The Product: The TotalresQ Smart Warranty PLAN and its add-ons only.
  • The Customer: The end buyer of the Product.
  • The Service: The pickup repair at repair / service centre and return Service offered by TotalresQ.


THE SMART WARRANTY PLAN AND ITS FEATURES

  • The TotalresQ SMART WARRANTY PLAN offers a Pickup Repair & Return Service for Your Handset within the 1 year warranty period. Pickup and return Logistics will be provided by our own biker team or by our logistic Partner.
  • Warranty Repair Services for handsets within warranty will be provided by Authorised Service Centres. However Out of Warranty repair will be Chargeable.
  • Any Charges applied by the Repair/Service centre will have to be paid by you (the “Customer”). Totalresq may on its own discretion provide you the option to make the payment on our website/portal, Such payment will be forwarded to the Repair/Service centre towards the respective repair charges.


REGISTRATION AND ACTIVATION

  • ALL PLANS should be registered and activated to avail the Service. Please call 1800- 120-2927.
  • You will be required to submit a copy of the purchase invoice of your Handset which shows the IMEI number.
  • You will receive an activation message once the verification has been completed.
  • During the verification process if we determine that the invoice is void or invalid or the invoice date does not match the date mentioned at the time of registration/purchase then registration/activation will be rejected.
  • If Your Handset is not registered, Your details may not be available when Your Handset needs Repair and the Service could be delayed or denied.


THE SERVICE

TotalresQ's Smart Warranty Service is limited to receiving Your mobile phone, getting it repaired at an authorized service centre (under manufacturer’s warranty) and returning the Handset back to You within the terms mentioned within.



HOW TO AVAIL THE TOTALRESQ SMART WARRANTY SERVICE

  • Please call Toll Free number 1800-120- 2927 for assistance with the pickup process.
  • Once you contact our support team, You will be required to (1) provide Your registration number or Registered Mobile number (2) provide an alternate contact number, (3) Provide the Pickup address (4) Once we take the request you will receive a security code on the number provided by you (The pickup executive will authenticate himself by giving you the same code) (5) submit the Pattern/Screen/Password lock if the Handset is locked. Please do not submit your SIM Card/Memory Card or any other accessory along-with Your handset. A pickup will be scheduled.
  • The pickup would be scheduled and done either by our Biker Team or Logistics Partner depending on Your location.
  • The 24Hrs pickup Guarantee will only be applicable if you are available at the pickup address within 24Hrs. Eg: If a Customer calls on 01/01/2017 at 16:00Hrs to place a pickup request, we will make sure that we pickup the phone before 16:00Hrs on 02/01/2017, However if customer is available only after 16:00Hrs 02/01/2017 in that case 24Hrs pickup Guarantee doesn’t apply.
  • You will need to provide a Government approved ID proof.
  • If the pickup is not ready at the scheduled time and place, the Job will be cancelled & the pickup will have to be rescheduled.
  • We will click images of all handset at the time of pickup. If there is any evidence of damage, Our executive will inform you, as physical damages are treated as out of warranty repair by the service centres and will be chargeable. These photo shall be the basis of establishing the condition of the Handset, and in case of any dispute about the condition of the device these images will be considered as our evidence and our decision shall be final.


REPAIR

  • The Handset will be repaired by the Authorised Service Centres in case of handsets which are within warranty and the damage is covered by the brand Warranty. In Out of Warranty cases the repair will be chargeable and the repair charges have to be paid by you.
  • Any communication by the repair/service centre informing us about any Liquid or Physical damage or out of warranty repair will be forwarded to you.


RETURN/DELIVERY

  • All handsets are sealed for dispatch under CCTV surveillance.
  • Please ensure that the Handset is received in a box sealed and it’s opened in Your presence. In case of any dispute about the contents of the box we will provide the video evidence that the Handset was properly sealed with the right contents and our evidence and decision will be final.


TERMS & CONDITIONS

  • Cases where Activation of Handset is found to be before the Invoice date shall be considered as void and the Purchase of our plan shall be forfeited. Only genuine products will be activated.
  • Maximum Period for Repair Services is up to 1 years from the date of the purchase as per the Smart Warranty PLAN.
  • This plan is specific for ONE IMEI number only and cannot be transferred to any other phone.
  • Please submit Your battery with the Handset when You require our repair services because batteries are the cause of many defects and need to be checked. Do not however send any accessories with the Handset for repair.
  • You must submit Your phone direct to Us ONLY and not to the dealer who may have sold You our Product or the Handset. We will not be held responsible for any damage caused to the phone by a defect caused by unauthorized repair.
  • If a Handset is not repairable for any reason, you will have to speak to the manufacturer or the service centre directly.
  • The Handset will be reset to factory condition by Service centre. And all data will be deleted for security reasons. Our testing is limited to the testing of the Handset in its original condition and We do not assure the working of the Handset with any Apps. Kindly take a backup of your data before submitting Your handset to service centre for Repairs.
  • Standby Handsets on Free of Cost basis are available, however we do not guarantee the availability of standby handset. You will be responsible to return the standby handset in its original condition after You receive Your Handset. If the Standby Handset is lost or damaged, the customer will have to pay the replacement or repair cost of the standby handset, your handset will only be returned after recovering the cost of lost or damaged standby handset in such cases.


STANDARD EXCLUSIONS

The following exclusions apply to all TotalresQ Smart Warranty.

  • Any damage which is determined to be intentional or unauthorised.
  • Repair of handsets which have any evidence of tampering or of attempted hardware or software repair by any other person / organization shall be considered invalid and returned back to the Customer without Repairs.
  • Data Loss caused during REPAIRS. All handsets will be factory reset by Service centre & You are therefore strongly advised to save and make backup copies of any programs, data before submitting the Handset for repairing.
  • Repair/Replacement of battery & accessories.
  • Breakdowns caused by the use of illegal software: such as: Jail break or Rooting or any other similar actions.
  • Handset which are operated outside a improper operating environment (including but not limited to that which is defined in the Brand User Manual and /or specification).
  • The quality and time of the services provided by the Authorized Service Centre and Damage caused by them during repair.
  • Handsets whose IMEI cannot be determined and confirmed to match our records.
  • Handsets purchased illegally or without warranty.
  • Transit Damage due to improper packing when sending Handset to Us.


HANDLING / STORAGE / DISPOSAL CHARGES

  • If a Handset is either not claimed or is not deliverable based on the contact data provided by You, within 60 days, We will be within the rights to dispose the Handset as We deem fit and You will have no further claim on Us in this regard.


FREE STANDBY HANDSET

  • In select locations We can make available a Standby Handset on Free of Cost basis. This will be a basic feature phone with dual SIM.
  • You will be responsible to return it in its original condition after You receive Your Handset.
  • If the standby Handset is lost or damaged, the customer will have to pay the replacement or repair cost of the standby handset, your handset will only be returned after recovering the cost of lost or damaged standby handset in such cases.


COMPLAINTS CHARTER

In the unlikely event that something does go wrong We seek to address Your concerns expeditiously. If You have a complaint, please call us on out Toll Free Number 1800 120 2927 or please email Us at customersupport@totalresq.com. Upon receipt of Your complaint, We will investigate to see what went wrong so that We can resolve it to Your satisfaction, and:

  • Assign a tracking number & acknowledge all complaints within 48 hours.
  • Advise You what steps are being taken to resolve the complaint.
  • Suggest a solution for Your consideration within 2 working days.
  • Keep You informed through out the process.


LIMITED LIABILITY

  • We do not take any responsibility for the Integrity of contact/image/video data in the Handset during the repair process. You MUST back up the data before handling over the Handset for Repair.
  • We will under no circumstances be or held liable for any special, indirect, incidental or consequential damages resulting from servicing and/or repairing of the goods, including but not limited to of, damage to, or corruption of data; or any costs of recovering, programming, or restoring any program or data stored in the Handset and any failure to maintain the confidentiality of the data stored on the Handset.
  • In the event any Handset is lost by theft or accident while in Our custody, the maximum liability will be limited to compensation with a Handset of similar value, specification and age or the limits placed by the maximum claim liability stated below.
  • Maximum care will be taken in handling the Product, but no claims will be accepted for cosmetic issues like dent, scratches and minor defects.
  • If Your battery has reduced capacity or performance, You will be informed by the service centre and We will not be responsible for the performance of the repaired Handset if You do not replace the battery with a new and original one immediately before testing Your repaired handset.
  • We shall not be held liable for any consequential damage including monetary loss or loss of business as a result of any delay caused by, an act of God, theft, loss, accident, delay in delivery or inability to obtain necessary labour, materials, transportation facilities etc. In the event of any such delay, the date of delivery shall be extended for a period equal to the time lost by reason of the delay. It shall be Our endeavor to keep You informed of such events in advance to minimize the inconvenience that may be cause.
  • Legislation including the Trade Practices Act, the Consumer Act and other local legislation implies warranties and conditions into consumer contracts. These warranties and conditions exist separately from and are not affected by the warranties referred to in this contract given by TotalresQ. Subject to such legislation and to the warranties and conditions contained in this contract , all other warranties, conditions and liabilities are hereby excluded and TotalresQ shall not be liable for any direct or indirect loss or damage of any kind arising from the provision of any kind of warranty Service here under the terms and conditions of this contract or arising from the negligence of TotalresQ and/or its Authorized Seller’s employee, agents or subcontractors.


LIMITED LIABILITY

Our maximum claim liability shall under any and all circumstances be limited to the amount below:

  • 0-3 months of Purchase of Handset - 70% of the Invoice Value
  • 4-6 months of Purchase of Handset - 55% of the Invoice Value
  • 7-12 months of Purchase of Handset - 40% of the Invoice Value
  • 13-18 months of Purchase of Handset - 20% of the Invoice Value


LEGAL OWNERSHIP

  • We can only accept Handsets which have been acquired by You by bonafide means. By purchasing any of our plans, and agreeing to our services, You will be declaring that You are the legal owner or duly Authorized representative of the owner of the Handset.
  • In support of this You may be required to provide valid ID proof at any time during the validity of this PLAN period. Any Govt. ID shall be acceptable. In the event this is not available, You will agree to have a photograph and finger prints taken.
  • If We receive any written government enquiries, enquiring about Your Handset or requiring it to be handed over, We shall do so forthwith, without reference to You and shall have no claim on it thereafter, and We shall have no liability either for the return of the Handset.


CHARGEABLE REPAIRS BY SERVICE CENTRES

  • Repairs which are outside the scope of a manufacturer warranty shall be chargeable and for which an estimate will be provided by the service centre and we will forward the same to you.
  • If accepted, these repair charges shall be payable by You before the Handset is taken up for repairs.
  • Any Charges applied by the Repair/Service centre will have to be paid by you (the “Customer”). Totalresq may on its own discretion provide you the option to make the payment on our website/portal, Such payment will be forwarded to the Repair/Service centre towards the respective repair charges.


REFUND AND CANCELLATION POLICY

  • Since www.totalresq.com is offering services irrevocably, we do not issue refunds once the order is accepted, the product is sold and payment received.


DISPUTE RESOLUTION

  • Disputes regarding our Services shall be attempted to be resolved through consultation, discussion and good faith. In the event such dispute cannot be resolved within a period of 30 days by way of consultation, such dispute shall be referred for arbitration in accordance with the Arbitration and Conciliation Act, 1996, or any modification or amendment thereof. The arbitration shall be held in Mumbai, Maharashtra, INDIA. The decision of such arbitration shall be binding and conclusive.
  • These Terms & Conditions shall be governed by & construed in accordance with the laws of India and the exclusive jurisdiction of the courts in Mumbai.