Expert care for your devices

BASIC ANNUAL
MAINTENANCE
CONTRACT
AIR CONDITIONER
FEATURES AND USAGE

This document outlines the features and terms of Onsitego Basic Annual
Maintenance Contract for Air Conditioners, a service that is brought to you by
Onsite Electro Services Pvt. Ltd.

WHAT IS ONSITEGO ANNUAL MAINTENANCE

CONTRACT FOR AIR CONDITIONERS?

Onsitego Annual Maintenance Contract (AMC) for air conditioners is a repair and
maintenance plan to get the best out of your air conditioner. The plan includes 2
preventive maintenance visits every year. With regular maintenance, the chances
of your air conditioner breaking down reduce drastically. Moreover, this plan
covers free gas charging and repairs in case of any leakage in your air conditioner.
The plan also covers breakdown support, under which labour and service charges
for any repairs are covered. You only have to pay in case any spare part needs to be
replaced or if PCB is to be repaired. We do all the legwork so that you can sit back
and enjoy your air conditioner to the fullest.

Onsitego AMC can be purchased for residential air conditioners, including

window and split AC, with a capacity up to 2 ton. The appliance should not be
older than 10 years at the start of AMC.
WHAT ARE THE AWESOME BENEFITS OF
ONSITEGO AMC?

Onsitego AMC comes with a host of features that are designed to not only
safeguard your appliance, but also save you from the hassle of getting your
appliance repaired.

• Coverage Period: The plan runs for a period of 1 year.

• Preventive Maintenance: We understand that your air conditioner is a critical

appliance, which needs to be serviced regularly. Hence Onsitego AMC comes
with 2 preventive maintenance visits. Regular preventive maintenance
minimizes the chances of your air conditioner breaking down and reduces
repair expenses drastically.

• Gas Charging: In case your air conditioner is not cooling properly due to gas
leakage, we will recharge the refrigerant gas free of cost and also repair the
gas leakage. In case the leakage is not repairable, you will have to pay for the
replacement of damaged component while the gas charging will be done
free of cost. Gas charging is covered up to 2 times under the plan period

• Covered Costs: The following costs are covered in Onsitego Annual

Maintenance Contract:

a. Cost of refrigerant gas required for refilling and repair of associated

leakage. However, cost of spare parts, in case needed for repair of gas
leakage are not covered.

b. Labour and service charges in case of a breakdown or malfunction.

However, cost of spare parts is not covered. Moreover, Onsitego will not be
responsible for non-availability of spare parts.
 c. Transportation charges in case an appliance needs to be transported to a
service centre for repairs.

• At-Home Repairs: Whether it means picking up your appliance or sending a

Engineer home for preventive maintenance or gas charging, we will ensure
that you never have to interact with a service center ever again.

• No Paperwork Required: The plan has a hassle-free process to file a service

request. You don’t have to submit any documents or fill up any forms.

TERM OF ONSITEGO AMC

The term of Onsitego AMC for air conditioners is 1 year, starting on:

• The date of purchase of the Onsitego AMC plan (default start date); or

• A day after the expiry of the manufacturer’s warranty or any other warranty
covering the appliance (to be informed by the customer); or

• Any specific date as preferred by the customer. However, any such date has
to be specified at the time of purchase or plan activation

For example, if you purchase your Onsitego AMC for 1 year on 15th July, 2020 for a
two-year-old appliance, the AMC will start from 15th July, 2020 and will be valid up
to 14th July, 2021. However, if your appliance is covered in the manufacturer’s
warranty up to 10th October, 2020, Onsitego AMC will start from 11th October,
2020 and will be valid up to 10th October, 2021.
ONSITEGO AMC CERTIFICATE OF PROTECTION

Post purchasing Onsitego AMC, your plan will commence. You will receive a
confirmation through email and SMS followed by your Onsitego AMC Certificate
of Protection. If required, we may reach out to you to confirm certain details
related to your device. The Certificate of Protection will be a confirmation of the
fact that your appliance is protected under the Onsitego AMC for Air Conditioners.
You will also receive a personalised web link that you can use to see your plan
details online.

HELP US, HELP YOU

• Provide all the information requested by us in a timely and truthful manner.

• Onsitego will contact you periodically for the mandatory preventive maintenance
visits. Please grant a suitable time slot for these visits and make the air
conditioner available during the agreed time slot to our service engineer.

• At the time of the first service, our service engineer will note the model
number of your air conditioner, serial number of the indoor and outdoor unit.
We request your co-operation.

• Our service engineer will put a tamper proof sticker on the indoor and
outdoor unit of your air conditioner. This is to indicate that your appliance is
protected under the Onsitego AMC.

• And most importantly, use your device with the tender love and care that
it deserves.
REQUESTING A SERVICE

In case you need to schedule a preventive maintenance service, or if your air

conditioner is in need of gas charging, or in case of a breakdown, do not worry; we
are here to help you.

• Visit www.onsitego.com/request-a-service

• Select the service you wish to avail and your preferred time slot.

• We will send an expert technician to your home for the maintenance or

repair service within 48 hours.

• Your air conditioner remains in great health and you recommend Onsitego
to your friends!

• Alternately, you can call us on 99205 99206 and request for a service.

SCHEDULING A PREVENTIVE MAINTENANCE VISIT

Onsitego sends emails and SMSs periodically to remind you for scheduling your
1st and 2nd preventive maintenance visits. Please choose a convenient slot from
the choices. In case you want to schedule these visits on a particular date, you can
do so by following the process for “Requesting a Service” detailed earlier.
WHAT SHOULD YOU KEEP IN MIND

• We will gladly service your appliance as long as the plan is active and has not expired.

• The plan covers 2 preventive maintenance visits, gas charging, repair of gas
leakage, breakdown support and transportation charges only. Any other
costs including, but not limited to, cost of spare parts in case of a breakdown
and cost of spare parts if required for repair of a gas leakage are not covered
under this program.

• Onsitego AMC can be purchased for old and new air conditioners. Onsitego
reserves the right to cancel the AMC and refund the customer in case the
appliance is more than 10 years old.

• The appliance has to be in working condition at the time of first service visit.
However, in case any repair or consumable is needed during the first visit
itself, you will have to pay additionally to get the device to working condition.

• Onsitego AMC only covers the regular maintenance and repair service for the
AC. Any additional service like installation/uninstallation, repairs,
consumables arising out of relocation of AC are not covered under
the plan. Such services can be provided on chargeable basis.

FAQS

Q What is the term of the service?

A The term of the Onsitego AMC for air conditioners is 1 year.
Q Can I buy the AMC for my old air conditioner?
A Yes, you can buy the AMC for old air conditioners, however the appliance
should not be older than 10 years at the start of AMC. Onsitego reserves the
right to cancel the AMC and refund the plan amount in case the appliance
is more than 10 years old.

Q What type of air conditioners can I purchase AMC for?

A Onsitego AMC can be purchased for residential air conditioners, including
window and split AC, with capacity up to 2 ton.

Q Can I extend the AMC on my air conditioner?

A Yes, you can choose to renew the plan by reaching out to Onsitego

Q What if my air conditioner needs gas charging?

A Gas charging is needed if the appliance has a gas leakage issue. If the gas
leakage is such that it can be repaired with braising, we will perform the
repair and recharge the refrigerant gas free of cost. However, if the part
needs to be changed, that is not covered under the plan, you will have to
pay for replacement of the damaged component, while the gas charging
will be done free of cost.

Q How many times will gas leakage be covered?

A In case of a gas leakage, we will recharge the refrigerant gas at most 2 times.
However, Onsitego reserves the right to refuse to refill gas, if the underlying
appliance is not in good condition and some parts may need replacement.

Q What do I have to pay in case my air conditioner breaks down and needs
replacement of parts?
A The plan covers 2 preventive maintenance visits, gas charging, repair of gas
leakages, breakdown support and transportation charges only. Any other
costs including, but not limited to, cost of spare parts, repairing cost of PCB
are not covered under this program.

Q I changed my mind and I want to cancel the plan. Can I get a refund?
A While we will be sorry to see you cancel the plan, we can certainly refund
the plan within 15 days of purchase of plan, provided you have not already
filed a service request or availed any service included in the Onsitego AMC.
 Q How many times can I avail the preventive maintenance feature?
A For each year of coverage of the Onsitego AMC, you are eligible for 2
preventive maintenance services. These have to be availed within 1 year of
purchase of the Onsitego Annual Maintenance Contract. Onsitego sends
timely reminders to all customers for scheduling preventive maintenance
visits. You may also schedule them on your own, as long as you are still
eligible for a particular service.

SOME LEGAL STUFF

• Non-fulfilment of any conditions set out in this document may cause the rejection of
your request; hence we solicit your co-operation to ensure we are able to provide you a
perfect service experience.
• This service agreement is complete and is an agreement between Onsite Electro
Services Pvt. Ltd. and the Customer. The retailer is only an 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 with this
agreement shall not be binding upon Onsite Electro Services Pvt. Ltd.
• Onsitego will not be liable for delay or failure in furnishing services 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.
• The Customer is responsible for providing a safe working environment to Onsitego engineer,
failing which the engineer reserves the right to refuse theservice. safe working environment
includes, but not limited to, the following: adequate lighting, unobstructed access to the
device, sufficient space for work, site clean and free from unwanted material e.g. oil spills,
scrap material etc.
 • Marketing brochures are meant purely for educating customers and do not
have any commercial value.
• Onsitego reserves the right to withdraw / alter / modify / change or vary all
or any of these Terms and Conditions and/or the Onsitego AMC at any time
without any prior notice and without any liability.
• 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.
• Full set of terms and conditions are available on www.onsitego.com
• All rights reserved with Onsite Electro Services Private Limited.

ESCALATIONS

If you are not satisfied with the services provided by Onsitego, you can contact us on:

Response
Name Mail ID Phone Availability
TAT

Escalations Desk 022 62164894 10:00 AM - 7:00 PM,

escalations@onsite.co.in 1 day
Mon to Sun

2 working 10:00 AM - 7:00 PM,

Irfan Shaikh irfan.shaikh@onsite.co.in 022 62164894
hours Mon to Sat

4 working 10:00 AM - 7:00 PM,

Desmond Fonseca desmond.fonseca@onsite.co.in 022 62164894 hours Mon to Sat*

*except public holidays

“In case of any issues with the delivery of your newly purchased appliance or any
issues regarding your appliance in the manufacturing warranty, kindly contact the
retailer/manufacturer.”
 To request a service, visit www.onsitego.com/request-a-service

99205 99206 www.onsitego.com help@onsite.co.in

Onsitego is an independent provider of technical support for third party products or services. All brand names, trademarks, logos and company names are
property of their respective owners. Onsitego and the stylised Onsitego logo are registered trademarks of Onsite Electro Services Pvt. Ltd.