Please refer to your Welcome Emailer sent on your registered Email ID for specific Plan Terms & conditions
1.1 “Plan(s)” shall mean either or all of the products/ services package offered by OneAssist from time to time, which products/services may have add on components or features, details of which are mentioned in the Welcome letter kit / welcome email.
1.2 “Joint Plan” means any OneAssist Plan that is taken for two members at the same time where the two members are related to each other as
Subject to both the members fulfilling the conditions necessary for a OneAssist membership
1.3 “Plan Fee” shall mean the fees charged by OneAssist from time to time for the Plan(s) availed of by the Customer and set out in the respective Plan Terms. The Plan Fee is applicable for the respective duration of the plan as mentioned below. The Plan Fee is inclusive of all applicable taxes.
1.4 “Plan Terms” shall mean the terms and conditions separately provided with the Terms herein which shall be specifically applicable in relation to each Plan(s).
1.5 “Free Look-In Period” shall mean the number of days from the date of activation of the Plan(s) within which the Customer may cancel the Plan(s) and obtain a refund of the Plan Fee.
1.6 “Insurer” shall mean the third party insurance provider as OneAssist may partner with from time to time for the add-on benefit as may be applicable to the various Plans.
1.7 “Service Partner” means any third party service provider affiliated with OneAssist.
1.8 “Personal Information/Data” shall mean and include such personal and financial information of the Customer relating to his/her data /or documents, in any medium including financial information such as bank account or credit card or debit card or other payment instrument details, identification document details including passport, PAN card details, driving license, etc
1.9 “Service Center” means the Authorised Service Center or OneAssist Authorised Service Center used for carrying out Damage device Repair/Replacemen
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. Specific terms and conditions relating to the specific Plan(s) that has been availed or subscribed to by the Customer supplementing or derogating from these general terms and conditions may be agreed to in the Plan Terms in writing which shall be annexed to this Terms.
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 insurance by sharing device details or avails of any benefit under any of the Plan Terms or lodges a claim within the term of the Policy, the Customer shall deemed to have accepted the Terms unconditionally.
3.1 Further, the Customer hasand 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 thirdparty including any insurer, Service Partner of OneAssist who will be either providing the add-on insurance or other benefit and/or services on each of the Plan(s) for the purposes of fulfillment 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 the 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 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 includingService Partners for the fulfillment 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 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.
4.1 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) and the Insurance Fee for the respective Plan(s) shall be as more particularly set out in the Plan Terms.
4.3 Activation of OneAssist Plan(s) is subject to realization/receipt of the Plan Fee. However, activation of Insurance cover is subject to receipt of documents and device related information as specified in the Insurance cover section hereunder.
5.1 The Customer acknowledges and understands that claim or payment of any benefit covered by an add-on group insurance cover shall be at the sole discretion of the Insurer and OneAssist shall only provide assistance in facilitation of the claim by liaising with the Insurer.
5.2 Any claims made by the Customer under these Terms and Plan Terms shall be subject to the following:
5.3 Notwithstanding anything contained hereinabove, OneAssist shall not be obliged to entertain any claim from the Customer unless(i) the Customer is over the age of 18 yearsat the time of Plan activationand a resident of India, and (ii) the Plan Fee up to the date of claim has been paid.
6.1 OneAssist will cancel the Terms and/or the Plan Terms ifOneAssist 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, device details or images as stipulated in the plan , that may be required for the purpose of the insurance 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:
6.4 If notice of termination is provided by the Customer within the Free Look-In Period, a full refund is available. After the expiry of the Free Look-In Period, for any cancellation by the Customer, OneAssist will refund the Plan Fee based on the grid mentioned below, provided however, that if the Customer has lodged a claim or availed of any benefit underany of the Plan Terms any time during the term of the plan, no refund will be available.
|Above 15 Days||No Refund|
The above refund percentage is on Plan Fee.
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 fulfillment of services.
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.
9.1 If the Customer receives a benefit as contemplated under any specific Plan Terms and it is later discovered that the claim was dishonest, fraudulent or false, OneAssist 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 that the object of the Plan(s) being availed of or provided by OneAssist is not an ‘insurance product’ but insurance is merely an add-on feature of the Plan(s) on a group insurance basis 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:
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.
10.2 In case of a claim under the add-on group insurance benefit provided with the Plan(s), OneAssist’s role in discharging its obligations hereunder shall be that of a mere facilitator, and OneAssist is not and shall not be liable to the Customer for any claim, loss, damage, or compensation caused in relation to or arising from or in connection with the group insurance policy.
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:
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
12.1 Any notice required under the Terms and/or the relevant Plan Terms must be in writing andmust 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 Pvt Ltd
P O Box No. 7417, J B Nagar Post Office
J B Nagar, Andheri (E)
Mumbai – 400059
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 iscaused, 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 withappropriate 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 service 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 for Mobiles–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.
The definitions as set out herein are in addition to the definitions as set out in the General Terms
“Group Insurance Policy” means the group insurance policy issued by the Insurer to OneAssist, for the benefit of the beneficiaries, all being the customers of OneAssist.
“Mobile Phone” shall mean the mobile phone device of the Customer. The Customer can only avail of the Mobile Assist package in relation to one Mobile Phone, i.e. one Plan per Mobile Phone.
“SIM Card” shall mean the subscriber identification module card of the Customer which is used by the Customer in his/her Mobile Phone.
“SMS” shall mean short message service.
“Telecom Service Provider” shall mean the telecom service provider who provides the Customer with the SIM Card and Mobile Phone connection.
The specific plan benefits depend on the membership plan purchased by the customer and all the features below may or may not be part of a specific plan opted by customer.
The Customer must install the OneAssist Applications on the Mobile Phone and should not exit/close/shutdown the Applicationsto keep the membership and plan benefits active.
The Insurer, will not pay for any expenses or loss as a result of:
v. Coverage Conditions:
vi. General Exclusions:
The Insurer will not cover the following:
vii. OneAssist will facilitate the lodging of the claim and the reimbursement of the unauthorized charges on the Customer’s lost / stolen SIM Card.
With the changing technology smartphones are not just phone but are being used for surfing WEB, watching movies, getting social with fiends to sharing pics or playing multiplayer games all on the wireless network. Study says smartphone usersare more likely to experience problems than owners of feature phones. Our remote solution will help the users to fix the smartphone feature related issues on a call or email as preferred by our customer.
Some of the category of issues which would be fixed would be:
OneAssist as a Group Manager on behalf of its customers has arranged an Insurance cover with a leading Insurance Company (‘ the Insurer ’).Insurance component is provided complementary to customers along with OneAssist membership.The Policy shall be valid for a period of 12 months from your membership date subject to the terms mentioned below. OneAssist is only the holder of the policy and you shall be the beneficiary in the event of a claim. It may be noted that OneAssist shall only facilitate the registering and processing of the claim with the Insurance Company.
Claim settlement shall be at the sole discretion of the insurance company
Mobile Handset / Tablets which is declared for Insurance and insured with the Insurance Company for a period of 12 months from the date of OneAssist membership.
Mobile Handsets / Tablets up to maximum upto 15 Days old from the date of Purchase, purchased in INDIA through manufacturer or manufacturer assigned legal channel will be considered under this policy.
Used, Refurbished and Second hand devices are not covered under this program.
Maximum 1 Claim during the Membership Tenure is allowed provided the First claim is not a Total loss/BER or Device Replacement claim.
SPECIAL CONDITION –
No cover applicable for Mobiles without active SIM except for Tablets not requiring SIM.
Theft, Burglary subject to terms, conditions, definitions and exclusions as mentioned below and as mentioned in the Master Policy. Liability would be restricted to the “Cost of the Device” or “Market value” or the “limit as per the Plan” selected by the customer whichever is lower.
Accidental damage / Liquid damage:
Accidental damage and Liquid Damage subject to terms, conditions, definitions and exclusions as mentioned below and as mentioned in the Master Policy. Liability would be restricted to the “Agreed Value” or “Market value”, or the “Actual repair cost” whichever is lower.
Accidental Damage mean damage to the Insured Product due to unintentional drop or collision of the Insured Product or any object falling on the Insured Product or due to accidental external means.
Theft loss / Accidental damage / Liquid damage:
Theft, Burglary, Fire & Allied Perils, RSMD, Accidental damage and Liquid Damage subject to terms, conditions, definitions and exclusions as mentioned below and as mentioned in the Master Policy. Liability would be restricted to the “Cost of the Device” or Market value or the “limit as per the Plan” selected by the customer whichever is lower.
In the event of partial loss, at all times during the period of insurance of this policy the insurance cover will be reduced by the amount claimed from the Sum Insured Value. Max 2 (two) claims per customer/device is allowed under this policy within the Sum Insured value for the term. In the event of settlement of claim on total loss basis, the Insurance cover offered under this policy for that particular device shall stop forthwithfor remainder of the term.If the damaged device cannot be repaired and is replaced as per thedevicemanufacturer service policy, the policy for that particular device will stop forthwithfor the term.
Incase customer has filled for the second claim during his membership tenure for the same device, customer need to bear the differential amount in-case the balance sum Insured available for second claim processing is less than the Repair estimate or Replacement cost. In the event customer doesn’t agree to pay the differential amount during second claim processing, OneAssist reserve the right to decline the customer claim on behalf of Insurance Partner OR OneAssist at its discretion may choose to pay the available balance sum Insured amount less applicable deductible along with the deviceto the customer.
Policy is not transferable however in case of change of device due to a new purchase,change in device IMEI during Warranty Repair, during the policy tenure by the customer,cover shall be extended to the new handsetfor the remaining tenure. Extension of such coverage to new device will be eligible and affected only uponnotifying the device change and new device IMEI/Serial number and other device details to OneAssist within 2 days of purchase of new device. Cover for Old handset will be terminated. All other terms applicable for new handset as well, Subject to No claim on the Old phone. It is the responsibility of the Customer to ensure that all the said information is made available to OneAssist. OneAssist will beable to activate the Insurance cover on newdevice only after receiving the new device details from customer. In case of non-receipt of the required information, any Insurance claim on the said handset may be declined by the Insurance Company at its discretion
Beneficiary means the buyer of the OneAssist product, who has opted for the insurance Cover under this Policy and has got the same activated, as per the terms and conditions of this Policy, with the policy holder and the details of which are intimated to Insurer under the Declaration. It is agreed that the mobile / Tablets and SIM used in it should be in the name of Subscriber or his/her parents / spouse & legitimate children.Where the subscriber is a corporate entity, beneficiary shall mean any representative / employee of the entity authorised to use the Mobile handset / tablet. It is also agreed that the Insured Gadget can be used by the Beneficiary and/or where such subscriber is a corporate entity, Beneficiary shall mean any representative/employee of the subscriber who is authorised by the subscriber to use the Insured Gadget.
In the event of the death of beneficiary, his/her legal heir can claim for the losses to the damage devices and the membership seizes henceforth.
Sum insured: cost of equipment only as per purchase invoice or sum insured as per OneAssist plan selected by the customer.
Geographic limit – INDIA Handsets purchased abroad stand excluded
Basis of loss settlement: In case of the Total Loss or BER to insured device, shall be settled at market value or Sum Insured or Invoice Value whichever is lower, after charging the depreciation and excess charges as per the depreciation chart below and in no case will be more than the Sum insured.
In case of Partial loss the maximum liability will be the repair amount or Market Value or Sum Insured or Invoice value whichever is lower, in any case the maximum liability shall not exceed the sum Insured.
For replacement cases, the basis of settlement will be the replacement value subject to excess as per total loss cases, the policy will stop forthwith for that handset.
Depreciation Chart: Applicable only for Theft / Total loss/BER cases – For Apple Devices
|Age of the Insured Gadget||Depreciation %|
|Up to 3 months||20%|
|3 months to 6 months||40%|
|6 months to 12 months||60%|
Depreciation Chart: Applicable only for Theft / Total loss/BER cases – For Non-Apple Devices
|Age of the Insured Gadget||Depreciation %|
|Up to 3 months||20%|
|3 months to 6 months||30%|
|6 months to 12 months||50%|
Excess charges will be applicable as per the below mention grid on Claim value:
For accidental damage and liquid damage claims- 10% of claim value for each and every claim. For theft claims – 20% of the claim value for each and every claim.
The Insurer/OneAssist shall, upon settling the claim of admission of liability for the claim, be entitled: on the happening of loss or Damage to the gadget insured (in case of total loss / BER), to take and keep possession of the gadget damaged / recovered and to deal with the salvage of Rs. 250 for handsets having Invoice value upto Rs. 20,000 and Rs. 500 for devices having Invoice value above Rs. 20,000
BER is the cost of repair equal to or more than 80% of Sum Insured or Invoice Value whichever is lower.In case of Total loss/BER or if the device is beyond repair due to spare parts unavailability, device model being phased out in the market or other reasons OneAssist at its discretion may choose to provide customer with a Replacement device(Refurbished)of same model or similar model on case to case basisOR may pay the customer the depreciated amount.
It is mandatory for the Customer to provide the following device related information to OneAssist for the purpose of activating Insurance cover and also for Transferring the membership to new or Replaced device as per the above mention “Transfer of Policy” clause.
Whereas OneAssist will make all efforts to collect the above information from the Customer, it is the responsibility of the Customer to ensure that all the said information is made available to OneAssist.
OneAssist will be able to activate the Insurance cover on the said device only after receiving the above mentioned information. In case of non-receipt of the above mentioned information, any Insurance claim on the said handset may be declined by the Insurance Company at its discretion.
Depending upon the plan purchased by the customerand the ageing of insured device, Photo images of the device will be required to be submitted by the customer to activate the plan benefits. In absence of images, in such cases the Insurance claim may not be admissible. OneAssist reserves the right to cancel the Customer’s Membership or Claim in absence of valid photos of devices
In case of Apple device it is mandatory for the customer to deactivate their Apple ID from device and relevant places before giving their device for repair/replacement. OneAssist may return the damaged device unrepaired in case Apple ID is not deactivated.
The Insurer shall not be liable for:
In any action suit or other proceeding where the company alleges that by reason of the above provisions any loss or damage isnot covered by this insurance, the burden of proving that such loss or damage is covered shall be upon the insured
Fire /Accidental damage / Liquid damage:
The Insurer shall not be liable for:
In any action suit or other proceeding where the company alleges that by reason of the above provisions any loss or damage is not covered by this insurance, the burdenof proving that such loss or damage is covered shall be upon the insured.
A. Theft claims: This refers to loss of customer’s mobile handset due to theft
Mandatory List of claim documents:
B. Accidental / Liquid damage: This refers to loss to customer’s mobile handset due to accidental / liquid damage
Pre-requisite for claim processing:
Different Pickup Scenarios: The Pickup and Delivery of Customer’s device will happen as per the given below Scenarios.
Service Description: In this scenario, OneAssist will arrange for pick-up of the damaged handset from the customer and also deliver the repaired handset to the customer.
City name: The city list of Doorstep service can be downloaded from www.oneassist.in The city list will be updated from time to time.
Service Description: In this scenario, OneAssist will arrange for courier pick up of the damaged handset from the customer premise, arrange for the repair and delivery of repaired handset back to the customer location.
Locations covered: Other than locations covered under Doorstep service
In this scenario where the device cant be picked up through doorstep or courier pick up, due to lack of such courier services by logistics and courier partnersin these locations, Customer will be required to courier the damaged device along with the completed documents to nearest OneAssist hub, as guided by OneAssist. OneAssist will reimburse such cost of dispatch incurred by customer up on submission of the actual bill. In these locations, even customer can go ahead and repair the device on their own with due approval on the insurance claim on the repair estimate from OneAssist. In such repairs, customer will have to submit the repair invoice to claim the reimbursement, subject to prior approval for the repair is obtained and all required documents are in order.
The Customer must do the following:-
ALL COMPLETED CLAIM DOCUMENTS TO BE SUBMITTED WITH IN 7 DAYS
For avoidance of doubt, In the event of the insured mobile phone being lost or destroyed by the operation of insured perils, the liability of the company shall be limited to the Invoice value or Market value or Sum Insured whichever is lower subject to depreciation as applicable.
All notices required to be given by the Customer to OneAssist must be in writing, addressed to OneAssist and no alteration in the terms of the Policy or any endorsement thereon will be held valid unless the same is signed or initialled by an authorized representative of the Insurer.
The Customer shall take all reasonable precautions for the safety and protection of the insured device at all times as if the device was uninsured.
Any disputes or differences under this policy shall be subject to the exclusive jurisdiction of Courts in Mumbai, India.
No sums payable under this policy shall carry interest other than that is permitted by the IRDA Policy Holders Protection Regulations.
The due observance and fulfilment of the terms and conditions and endorsements of this policy in so far as they are relating to anything to be done or complied with by the insured shall be condition precedent to any liability of the insurer to make any payment of the policy only.
Duty of care shall be over & above the conditions stated in the plan terms & conditions. This condition is paramount to the plan, the insured i.e. owner of the subject matter insured shall take care of subject matter always as if uninsured and will have tobehave in most diligent way. Lack of duty of care & non -diligent act or behavior will amount to breach of duty of care, in such situation / circumstances claim will not be payable as per Duty of care. The due observance and fulfillment of the terms, conditions so far as they relate to anything to be done or complied with by the user shall be a condition precedent to any liability of the Company to make any payment under this insurance.
OneAssist does not accept any aspect of fraudulent activity. We work closely with other fraud prevention institutions toidentify fraud and support legal actions where the appropriate evidence exists.
It is important that when applying for OneAssist Program, or submitting a claim you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your Membership or the payment of your claim.
If false or inaccurate informationor documentis provided and fraud isidentified then we will: