Home Pickup & Drop Policy

1. Service Area, Eligibility & Distance Limits

Home Pickup & Drop is a doorstep collection-and-return service offered free of charge for eligible repair bookings of mobile phones and tablets within our serviceable areas. Eligibility is confirmed at the time of booking based on your pincode and address.

Free pickup is currently available within a radius of approximately [30] km of one of our service points or retail shop, in selected cities and pincodes. Addresses outside this zone may be ineligible, or may attract a travel/logistics surcharge of ₹[___], which will be shown to you and accepted by you before your slot is confirmed. You will never be charged a surcharge you were not shown in advance.

We may decline pickup for locations that are unsafe, inaccessible, or restricted (for example, certain gated or secure premises), or that fall outside our operating zones. Where free doorstep pickup is not available, you may instead use our Walk-in / drop-at-shop or Mail-in / courier options described in Section 12.

• Eligibility is decided by serviceable pincode and distance at booking.
• Indicative free-pickup radius: approximately [30] km from a service point (varies by city).
• Out-of-zone addresses: surcharge of ₹[___] or use of an alternative option, always disclosed and accepted before confirmation.

2. Scheduling, Time Slots, Rescheduling & Missed-Pickup Charges

When you book, you choose a pickup date and time slot. Pickups and drops are generally available [7] days a week between approximately [10:00 AM] and [6:00 PM], except on declared public holidays and during unforeseen closures. Slot timings are best-effort estimates and may shift due to traffic, weather, route load, or events beyond our reasonable control; we will keep you informed of any material delay.

You may reschedule or cancel a pickup free of charge up to [2] hours before the start of your slot, through your order-tracking link or our support channels. Repeated rescheduling may require you to re-book a fresh slot, subject to availability.

If our agent reaches the address within the slot and the device cannot be collected because no authorised person is present, the address is wrong or incomplete, access is denied, the device is not ready, or you are unreachable after reasonable attempts, this is treated as a missed pickup. A failed-visit / re-attempt fee of up to ₹[___], disclosed to you in advance, may then apply. This fee is a genuine pre-estimate of our reasonable visit cost and is not a penalty; it is not charged where the failed visit is caused by us.

We may limit the number of free re-attempts. After [2] missed pickups attributable to you, the booking may be cancelled or converted to a walk-in or mail-in option, and any disclosed re-attempt fees already incurred remain payable.

• Operating window (indicative): [10:00 AM]–[6:00 PM], [7] days a week excluding holidays.
• Free reschedule or cancellation up to [2] hours before the slot.
• Missed pickup / failed visit attributable to you: re-attempt fee up to ₹[___] (a genuine cost-recovery charge, not a penalty); not charged if the failure is our fault.
• Bookings may be cancelled or converted after [2] missed pickups attributable to you.

3. Verification at Pickup and Return: ID & OTP

For your security and to prevent fraud or device theft, our agent will verify the handover before collecting the device. You, or your authorised person, must share the pickup OTP sent to your registered mobile number or email, and may be asked to show a valid government photo ID and confirm the device IMEI / serial number.

If the OTP cannot be provided, identity or authorisation cannot be confirmed, or the IMEI / serial does not match the booking, our agent may decline to collect the device. Such a failed handover is treated as a missed pickup under Section 2.

A matching return OTP or signature confirmation is required when we drop the repaired device back, to confirm safe delivery to the right person. We are entitled to rely on a correct OTP or signature as proof of authorised handover or delivery.

• Pickup OTP (sent to your registered number or email) is mandatory.
• Valid photo ID and IMEI / serial may be checked at the door.
• Return is confirmed by OTP or signature, which we may rely on as proof of delivery.

4. Device Condition Documentation at Pickup

At collection, the agent will record the device's external condition using a photo record and/or a written checklist — for example, existing cracks, scratches, dents, screen marks, bulging, signs of prior opening, liquid-indicator status, and whether the device powers on. You are encouraged to review and confirm this record at the door; a copy or summary is linked to your order for transparency.

This record documents the state of the device as received by us. Pre-existing cosmetic or internal conditions noted at pickup, and any pre-existing, hidden or undisclosed faults discovered during inspection, are not caused by us and are not our responsibility. This does not affect our responsibility for damage we cause through our own negligence while the device is in our custody (see Section 7).

If a device cannot be powered on at pickup, we can document only its external and visible condition. In such cases the internal condition and full functionality can be assessed only after diagnosis, and the written-quote stage in Section 8 applies.

• Condition captured via photos and/or a checklist at the door, linked to your order.
• Pre-existing damage and hidden or undisclosed faults are documented and are not our liability.
• Devices that will not power on are documented externally only; full assessment follows diagnosis.

5. Before Pickup: Remove Items, Back Up Data & Pack

Before handing over the device, please remove and keep with you everything not required for the repair: SIM card(s), memory / SD card, external accessories, charger, earphones, protective case and cover, removable screen guard, and any stickers or personal attachments. Please hand over only the device itself unless an accessory is specifically part of the repair.

DATA BACKUP IS YOUR RESPONSIBILITY. Please take a complete backup of your photos, contacts, messages, apps, files and any other data before pickup. Repairs, and sometimes diagnosis, can require resets, software flashing, or part replacement that may erase data. To the maximum extent permitted by law, we are not responsible for loss of, or inability to recover, data, or for SIM cards, memory cards, accessories or personal items left in or on the device.

Where possible, please disable anti-theft or activation locks and remote-lock features, or be ready to provide the unlock credentials needed to complete the repair. We will never ask for unrelated passwords; share device-unlock details only as needed for the repair, and never share banking OTPs or PINs with anyone, including our staff.

Please pack the device safely if you can; the agent may also provide protective or tamper-evident packaging at the door. Removable accessories handed over without being recorded on the condition record are not insured or guaranteed by us.

• Remove: SIM, memory card, case / cover, screen guard, charger and accessories.
• Back up ALL data yourself before pickup; we are not liable for data loss to the extent permitted by law.
• We are not responsible for SIM / memory cards, accessories or items left with the device unless recorded.
• Share activation or screen-lock details only as needed for the repair; never share banking OTPs or PINs.

6. Customer Presence, Authorised Person & Safety

An adult (18 or over) who is the device owner or an authorised person must be present to hand over the device, complete verification, and confirm the condition record. By naming an authorised person at booking or sharing the pickup OTP with them, you authorise that person to act for you for collection and return, and you accept responsibility for handovers completed using your OTP.

For your safety and ours, we offer contactless or low-contact handover where feasible, using OTP verification and minimal-touch packaging. Our agents carry identification; please verify the agent's identity before handing over your device.

We may decline or stop service at a location where our staff face threatening, abusive, unsafe or unlawful conditions.

• An adult owner or authorised person must be present for handover and return.
• Sharing the OTP or naming an authorised person authorises them to act for you.
• Contactless handover is available; verify the agent's ID before handing over.

7. Transit Handling, Risk & Our Care of Your Device

We take reasonable care of your device from the moment of documented collection until documented return, and handle and transport it with reasonable skill and care. We remain responsible for loss of, or damage to, the device caused by our own negligence or deficiency in service while it is in our custody. Nothing in this policy excludes or limits that responsibility, or any liability that cannot lawfully be excluded under the Consumer Protection Act, 2019 or other applicable law.

We are not responsible for: pre-existing or undisclosed damage; faults that worsen because of an inherent or pre-existing condition (for example, prior liquid damage that further corrodes, or a cracked panel or board that fails further during normal diagnosis despite reasonable care); devices previously opened, modified or repaired by you or a third party; or items we did not receive or were asked not to record, such as SIM / memory cards, accessories or personal items.

Except for liability that cannot be excluded by law (including liability for our negligence, gross negligence, or deficiency in service), we are not liable for indirect, incidental or consequential losses such as loss of business, profit or opportunity, or loss or leak of data you did not back up. Where we are found liable for loss of or damage to the device while in our custody, our liability for that booking is, so far as the law permits, limited to the lower of the device's then-current fair market value or a reasonable repair or replacement cost. This limitation does not apply where a higher liability is mandatorily imposed by law.

• We are responsible for loss or damage caused by our negligence or deficiency in service while the device is in our custody — this is not excluded.
• Not covered: pre-existing or undisclosed faults, worsening of prior liquid or physical damage despite reasonable care, prior third-party tampering, and un-recorded accessories / SIM / cards.
• No liability for indirect or consequential losses, or un-backed-up data, except where the law does not permit exclusion.
• Device liability is capped at the lower of fair market value or reasonable repair / replacement cost, subject to mandatory law.

8. Quotes, Charges & What Is Non-Refundable

No repair charge is taken upfront. After collection, our technician inspects the device and sends you a WRITTEN QUOTE. You must APPROVE the quote before any chargeable repair begins. If you decline the quote, we return the device, subject only to any diagnostic or visit fee disclosed to you in advance.

Any diagnostic, inspection or doorstep-visit fee — where applicable and disclosed to you before pickup — is non-refundable once that visit or inspection has been performed, as it covers work already done. Once you APPROVE the quote, and/or once spare parts have been specially ordered for your device, the corresponding charges (including approved labour and ordered or used parts) are non-refundable, because the work and procurement are committed at your instruction. All such charges are disclosed to you before you approve.

If you decline a quote after a chargeable diagnostic was disclosed, only that disclosed diagnostic or visit fee (if any) applies; you will not be charged for any repair you did not approve. We will not impose any charge that is unreasonable or that you were not told about in advance. Nothing in this section limits your right to a remedy where a repair is deficient or parts are defective.

GST applies as per law and is shown on your invoice. All amounts marked ₹[___] in this policy are placeholders; the figures applicable to your booking are those shown to you at the booking and quote stages.

• Written quote first; you approve before any chargeable repair starts.
• Diagnostic / inspection / visit fee: non-refundable once the visit or inspection is done.
• After quote approval and/or once parts are ordered, those charges are non-refundable.
• You are never charged for repairs you did not approve. GST applies and is invoiced.

9. Our Right to Refuse, Pause or Stop Service

We may refuse, pause or discontinue a pickup or repair where: the device appears to be stolen, lost-reported, blocked, or its ownership cannot be reasonably established; the requested work is unsafe, technically infeasible, or would breach law, warranty or intellectual-property restrictions; required information, access, credentials or approvals are not provided; payment for agreed or completed work is not made; or the device is in a condition (for example, severe liquid or physical damage) carrying a risk we have disclosed to you and which you have not accepted in writing.

If, during inspection, we discover additional or pre-existing damage that materially changes the scope, we will inform you and issue a revised written quote for your approval before proceeding.

If we stop or cannot proceed, we will explain why and return the device, subject to payment of any charges already disclosed and incurred, such as diagnostics for work actually performed.

• We may refuse or pause service for suspected stolen or blocked devices, unsafe or infeasible work, or non-payment of agreed dues.
• Scope changes are re-quoted in writing for your approval before work continues.
• On stoppage, the device is returned subject to disclosed charges already incurred.

10. Return, Unclaimed Devices, Storage Fees & Disposal

Once the repair is complete, or you decline a quote, we will arrange to drop the device back to your address or hold it for collection at our shop, as agreed. Return is completed against OTP or signature confirmation.

If we cannot return the device because of repeated failed drop attempts, an unreachable customer, refusal to accept return, or non-payment of disclosed dues, the device becomes uncollected. We will hold it safely and notify you. A reasonable, cost-based storage and safekeeping fee of up to ₹[___] per [day/week] may apply after [15] days from the first return or collection notice. Storage fees do not accrue for any period of delay caused by us or while a genuine dispute is being resolved.

If the device remains uncollected and dues unpaid despite our reasonable notices, we may — only after a clear final written notice and a total period of not less than [90] days from the first notification that the device is ready or returnable — exercise available legal remedies for unpaid dues, including responsibly disposing of or recycling the device in line with applicable e-waste rules to recover reasonable outstanding charges. Any proceeds beyond reasonable outstanding charges and costs will be dealt with as required by law. We keep records of all notices. This is a last resort and does not apply while a genuine dispute is being resolved.

• Return confirmed by OTP or signature.
• Cost-based storage / safekeeping fee up to ₹[___] per [day/week] after [15] days from the first notice; not charged for delays caused by us.
• Disposal only as a last resort, after a clear final notice and not less than [90] days, with records kept, e-waste rules followed, and any surplus handled as the law requires.

11. Limited Warranty & Warranty Exclusions

Completed repairs carry a LIMITED WARRANTY of [90] days from the date of return by default, or as specifically stated on your repair invoice. The warranty covers only the specific part replaced and the specific workmanship performed by us, and entitles you to a re-repair or, where re-repair is not feasible, an appropriate remedy as required by law.

The warranty does NOT cover: new physical or impact damage (drops, cracks, bends, pressure); liquid or water damage occurring after our repair; tampered, removed or broken warranty or security seals; any subsequent opening, modification or repair by you or a third party after our service; software or operating-system issues, app or firmware problems, or settings not arising from our hardware repair; normal wear and tear and consumable degradation, such as battery ageing; use of non-genuine accessories or chargers; and misuse, neglect, unauthorised use, or conditions beyond our control.

These exclusions describe the limits of our voluntary warranty only. They do not exclude or reduce your rights, or our responsibilities, under the Consumer Protection Act, 2019 for deficiency in service, negligence, or use of defective or non-genuine parts. Where we use genuine or quality-tested parts and a part proves defective within the warranty period, we will remedy it as required by law.

• Default limited warranty: [90] days from return (or as stated on the invoice), covering the part replaced and our workmanship.
• Excluded: new physical or liquid damage, broken or removed seals, later third-party repairs, software / OS issues, normal wear, non-genuine accessories, and misuse.
• Exclusions limit the voluntary warranty only and do not override your statutory consumer rights.

12. Alternatives: Walk-in & Mail-in / Courier

If doorstep pickup is unavailable in your area or you prefer another option, you may use: (a) Walk-in / drop at our shop, handing over the device in person during shop hours, with verification and condition documentation done at the counter; or (b) Mail-in / courier, securely packing and sending the device to us.

For mail-in, please follow the packing guidance provided at booking, retain your courier tracking, and remove SIM / memory cards and accessories first; the same data-backup responsibility applies. For inbound courier you send to us, risk during transit to our premises lies with you and your chosen courier until we take documented receipt; we will document the device's condition on receipt and inform you of any visible damage.

All other terms of this policy — quotes and approvals, charges and non-refundable items, the liability cap, and the warranty and its exclusions — apply equally to walk-in and mail-in repairs.

• Walk-in: hand over at the shop counter with on-the-spot verification and documentation.
• Mail-in: pack per our guidance, remove SIM / card / accessories, back up data, keep tracking.
• Inbound courier transit risk is yours until we take documented receipt; the rest of this policy still applies.

13. Your Rights, Data Privacy & Grievances

Nothing in this policy limits your rights under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or other applicable Indian law. Any clause that a competent authority finds to be an unfair contract term will be read down to the extent necessary, and the rest of the policy will continue to apply. We do not seek to waive liability for deficiency in service or negligence, which is not permitted under Indian law.

We handle device and personal data in accordance with the Information Technology Act, 2000 and the applicable SPDI and data-protection rules: we access only what is needed to diagnose and repair, do not misuse your data, and follow reasonable security practices. You remain responsible for backing up and, where possible, removing sensitive data before handover.

If you have a complaint, please contact our support / grievance channel at [contact / grievance officer name, email, phone, address]. We aim to acknowledge within [48] hours and to resolve within [a reasonable, stated period]. You also retain the right to approach the appropriate consumer forum.

• This policy does not override your statutory consumer rights; unfair terms, if any, are read down.
• Device and personal data handled per the IT Act, 2000 and SPDI security rules; access limited to repair needs.
• Grievances: contact [grievance officer / details]; acknowledgement target [48] hours, with the right to approach a consumer forum.