Terms & Conditions

This is a summary of the key terms under the 1 year Extended Warranty (“Scheme”) offered by Urban Company (“UC”) to its customers (“Customer”) subject to the receipt of prescribed payment in full and the terms, conditions and exclusions of underlying Policy. The cover available under the Scheme can be availed only by registered customers of Urban Company for their appliances (“Equipment”). The coverage period under this Scheme is 1 year from the date of purchase.

The customer agrees to these terms and conditions for the Scheme which may include after service replacement of parts, i.e. a combination of a service component and goods component, and include activities which are naturally combined/bundled in the ordinary course of business. 

These terms shall be read in consonance with the Customer Terms and Conditions found at www.urbancompany.com/terms and/or the UC mobile application as updated from time to time. 

1. Coverage 
   • Once a Customer purchases a Scheme, UC will cover all repair requests placed by customer within 12 months of 1st repair, as set out hereunder. Only repairs done through UC are covered under the Scheme.
   • Spare parts covered under the Scheme include repair/replacement of mechanical and electrical parts like compressors, motors, sensors, PCB’s, blowers, fan blade & sealed system jobs, condenser, capillary, gas charging (except for Air Conditioners), cooling coil. 
   • Gas Charging for Air Conditioners is not covered under the Scheme
   • Cosmetic / aesthetic / plastic / glass parts / bulbs / cable / wiring / piping / consumables are not covered under the Scheme.
   • Installation/uninstallation and preventative maintenance will not be covered under the Scheme.
   • Defects due to causes beyond control such as lightning, abnormal voltage, acts of God will not be covered. Short circuits are also not covered.
   • Any additional liability incurred due to the negligence of the Customer while carrying out its obligations under this Scheme shall not be covered.
   • In the event of plan claim requests of any nature whatsoever, the maximum cumulative liability for UC under this plan shall be INR 10000 against the terms & conditions and applicable Sub-limits, Co-payment, Depreciation, Salvage, Deductibles/Excess and other conditions specified in the coverage, special conditions and exclusions of this Scheme. 
2. Special Conditions
   • The scope will only include the equipment on which initial repair has been performed. 
   • The cost of initial repair, including spare parts and labour charges will be borne by the customer. Where the customer chooses this scheme but does not wish to proceed with the suggested repair at the first job post such purchase, the scheme shall be automatically revoked and the amount refunded to the customer in accordance with the company’s refund policies. For the sake of clarity, the customer shall still be required to pay for the services availed of, and this refund shall only apply to the value paid for this scheme. 
   • Events are covered only when they happen on the customer’s residential premises. There is no minimum period of stay requirement for the customer for the residential premises.
   • Coverage is provided only for the appliance owned by the Customer or immediate relative(s).
   • The reporting date of the incident should be within the Scheme’s start date and end date.
   • Under no circumstances shall UC be liable for any loss, cost, expense, inconvenience or damage exceeding INR 10,000
   • The period of the Scheme cannot be altered. 
   • The Scheme shall be void if a third party repairs the Equipment during the coverage period
   • The Scheme shall be void if the original serial number/ UC serial number is removed, obliterated or altered from the product.
   • The Scheme doesn’t cover Equipment set up for commercial purpose/usage in any form/manner.
   • The amount paid shall be non-refundable once the Scheme has been activated. The customer shall not be entitled to a refund even if the customer chooses not to avail of any follow up service.  
   • In all cases where a repair / replacement of covered Equipment is necessitated, the covered  Equipment and/or its components thereof which are replaced, or any resulting Salvage shall become the property of UC, and UC shall not be liable to return such Equipment to the Customer.
3. Exclusions
   • Any loss or damage caused by any defects existing at the time of commencement of the Scheme for the covered Equipment within the knowledge of the Customer, or their representatives. 
   • Any loss of data stored in the covered Equipment, or costs related to re-creation of such data.
   • Any loss or damage to any covered Equipment put up for rental or hire purposes.
   • Any loss or damage to the covered Equipment covered under this Scheme and falling under the coverage terms of any other maintenance agreement or warranty provided by the OEMs, sellers, suppliers, insurance, or repairer
   • Any loss or damage for which the manufacturer or seller of the covered Equipment or any other third party is responsible either by law or under contract.
   • Wilful act or wilful negligence of the customer or his/her representative.
   • Aesthetic defects, including but not limited to dents, scratches on painted, polished or enamelled surfaces, and broken plastic on ports and antennae. 
   • Any loss or damage to any consumable items, attachments or accessories related to the covered Equipment, such as any SIM card, memory card, software (including programs, data and user settings), modem, scanner, printer, earphones, adapter or charger.
   • Replacement of any consumable item or accessory, including but are not limited to any plugs, fuses, light bulbs, light covers, cables, filters, attachments, belts, toner, ribbons, drums, tapes or software and add-on options incorporated as a part of the covered Equipment.
   • Enhancements, alterations, additions and/or improvements made during the course of any replacement or repair.
   • Normal wear and tear of items not integral to the functioning of the covered Equipment - Routine maintenance, cleaning, lubrication, adjustments or alignments, overhaul, modification and descaling.
   • Any consequential or incidental loss or Injury to a person, or loss or damage to any other item or property, or any incidental, contingent, special or any direct or indirect loss and consequential damages including but not limiting to losses incurred due to any delay in rendering service related to this Scheme.
   • Any loss or damage caused by way of any unauthorized repair
   • Theft, Burglary, Robbery and incidents involving or attributable to any earthquake, storm and or hurricane, any abuse or misuse of such covered Equipment, effects of or relating to sand, dust, water, failure to take reasonable care, fire, flood, lightning, malicious damage, impact, corrosion, battery leakage, acts of God, animal or insect infestation or intrusion.
   • Any loss or damage resulting from a failure to follow the OEM’s instructions in relation to power outages, surges or dips, or any improper voltage or current supplied to the covered Equipment.
   • Reception or transmission problems resulting from external causes.
   • Any batteries and related power accessories, internal or external to covered Equipment.
   • Breakdowns caused by computer virus, malware, cyber threats, or realignments to the covered Equipment.
   • Any recalls or modifications to the covered Equipment.
   • Any costs arising from incorrect installation, modification or maintenance.
   • Any costs or loss arising from inability to use the covered Equipment.
   • Damage / failure caused before or during any delivery of the covered Equipment.
4. Refund Provisions 
   • The Scheme cannot be refunded or transferred once purchased by the customer and activated by UC after completion of the initial repair as prescribed by UC and/or its service providers. Any amount paid towards the same hence shall be non-refundable thereafter. 
   • Exceptions to the same shall be limited to: 
   • In case the equipment part(s) is considered as obsolete or non-repairable then the Scheme amount (additional amount paid towards purchasing the scheme) shall be refunded to the customer and the scheme shall be void.
   • Where the customer chooses this Scheme but does not wish to proceed with the suggested repair at the first job post such purchase, the Scheme shall be automatically revoked and the additional amount paid towards purchase shall be refunded. 
   • Refunds shall be made to the customer in accordance with the UC’s refund policies, i.e. within 7 business days of initiation. Business days exclude Saturdays, Sundays, National and Bank holidays.
   • For the sake of clarity, the customer shall still be required to pay for the services availed of at the first job (done at the time of purchase), and any refund shall only apply to the amount paid for this scheme (additional amount paid towards the scheme).