WHAT IS ONSITEGO iPROTECT FOR APPLE ?

If Your device is damaged or stops working due to physical damage and/or liquid seeping into it, we
get it fixed. Not only do we bear all the costs but also do all the legwork required to fix it. You can
purchase Onsitego iProtect for Your iPhone, iPad, iMac, MacBook or iWatch. Moreover, You should
purchase this plan on the same day that You purchase Your device. Plans purchased on dates after the
device purchase date are liable to be rejected.

SOME IMPORTANT DEFINITIONS USED IN THIS DOCUMENT

Service Agreement: iProtect for Apple Service Agreement.

We, Us, Our: The issuer of iProtect for Apple i.e. Onsitego.

You, Your, Beneficiary, User: The person to whom the iProtect for Apple is issued.

Covered Product: The unique products being covered by iProtect for Apple. iProtect for Apple
is currently available for iPhones, iPads, iMac, MacBook and iWatches that carry a manufacturer

warranty valid in India.

Purchase Window: Same day as the day of purchase of Your Covered Product

Coverage Start Date: This is the date when coverage will start under the iProtect for Apple and is the

date on which the iProtect for Apple is purchased.

Coverage Term: This is the tenure of coverage of iProtect for Apple calculated from the purchase date
of the Covered Product as mentioned on the Invoice. The tenure for iPhone, iPad and iWatch is 1 & 2 years

whereas the tenure for iMac and MacBook is 3 years

Eligible Service Count: 2 Service Requests every year of the Coverage Term, subject to co-pay amount

paid by customer
Manufacturer Warranty: The original in-box warranty coverage that has been provided by the
manufacturer in respect of the Covered Product. Manufacturer’s warranty is assumed to begin on the
date of purchase of the device as mentioned on the invoice.

Purchase Price: The purchase price of the Covered Product specified on the invoice.

Invoice: The original invoice that has been issued to You by the retailer for the Covered Product for

which You have purchased a iProtect for Apple plan

Working Days: Include weekdays between Monday & Saturday. They exclude Sunday and all national

and state holidays.

WHAT ARE THE AWESOME BENEFITS OF iPROTECT FOR APPLE?

Onsitego iProtect for Apple comes with a host of features that are designed to not only safeguard
Your device, but also save You from the hassle of getting it repaired.
 “No Questions Asked” Repair Policy: If Your device suffers damage, we will not ask You “How it got
damaged”, “Where it got damaged” or “When it got damaged”. We will repair it for You regardless
of the reason.
 Assured Buyback: “Future proof” Your device’s resale value with Assured Buyback. Onsitego assures
You that we will buy Your device back at up to 30% of the Purchase Price.
 Comprehensive Coverage including Extended Warranty: While the manufacturer covers
breakdowns due to manufacturing defects in the first year, Your device has no coverage thereafter.
Typical damage plans cover only breakdowns due to damage, but not manufacturing defects.
iProtect for Apple covers all manufacturing defects by extending the Manufacturer Warranty
during the entire Coverage Term.

 Free Pick & Drop: We will pick Your device, drop it at the Service Centre and deliver the repaired
device back to You, irrespective of which part of the country You are in. This is applicable from the
day You purchase our plan

 No Paperwork Required: Onsitego iProtect for Apple has a hassle-free process to file a Service
Request. You don’t have to submit any other document or fill up any forms.
 Authorised Service Centre & Genuine Spare Parts Guarantee: Your devices will be repaired at
authorised service centres by trained personnel and using genuine spare parts every single time.
 Repair or Replacement Guarantee: We understand that You cannot stay without device for a long
time; hence, we guarantee that Your device will be repaired and returned to You within the
specified amount of time. If we cannot repair the device within time, we will give You a
replacement, free of cost. Refer to the Service Assurance section below for details.
 Plan on the device and not the device owner: Committed to service only the device
within the Coverage Term.
 Up to two Service Requests for damage protection every 12 months of coverage:
a. Unused Service Requests expire after every 12 months
b. Each Service Request is subject to a co-pay amount (please refer the product wise co-pay table)
c. Co-pay charges vary by product as well as by type of damage, e.g. screen damage or
other damage
d. Battery damage is also covered
 Comprehensive coverage: Everything in the box is covered (Charger, charging cable,
headphone, connector)
a. Please note that service/replacement request for accessories (if damaged) will also be counted
as one Service Request availed
b. You can avail the replacement feature once in one year for charger, charging cable, headphone,
connector or any other accessories which comes with box
c. For iPad, the Pencil and Keyboard will also be covered if they are billed in the same invoice as
the iPad

SERVICE ASSURANCE

Onsitego prides itself in providing fantastic service and we guarantee that Your device will be repaired
and returned to You within 14 Working Days.
If we are unable to repair the device within promised timelines, we will provide You a brand
replacement or refurbished device with equal or equivalent features. In some cases, we may choose to
offer Gift Cards/ Gift vouchers.
 WHAT SHOULD YOU KEEP IN MIND

 We will gladly service as long as the plan is active and has not expired. Also, the damage needs to
have occurred after purchasing Onsitego iProtect for Apple and not prior to it.
 The device needs to have minimum manufacturer’s warranty of 12 months, applicable in India.
 We will not be able to cover those devices that are bought outside India. However, if the device that
You have bought in India, gets damaged while travelling abroad, we will cover it.
 The iProtect for Apple covers only brand-new devices. Y o u should not purchase this plan for old
devices, refurbished devices, damaged devices or malfunctioning devices, as Onsitego will not
service such devices.
 Damage should not be on account of normal wear and tear. Cracks are covered, scratches are not.
 International Warranty - If the device breaks down abroad, we will still cover it. You can get it
repaired from the service centre abroad, we will reimburse the costs occurred up to the fair market
value in INR. Alternatively, Y o u can get it back to India, we will provide our usual Pick – Repair –
Deliver service.

HELP US, HELP YOU

 Buy Onsitego iProtect for Apple on the same day of purchasing Your device and ensure that You are
buying the right plan based on the price of Your device.
 At the time of purchasing the plan, ensure that the invoice issued to You by Your retailer has the
IMEI / Serial Number that matches the one on the devices.
 Provide all the information requested by us in a timely and truthful manner.
 We request You to submit the device and respond to any queries raised in a timely manner. Delays
on this front by You will cause the Service Assurance to extend by the proportionate number
of days.
 If the IMEI / Serial Number has changed on account of repairs or the Service Centre, please provide
us with a Swap Letter that will allow us to authenticate that You are still using the same device.
 In case Your device gets damaged, call us on 99205 99206 or email us at help@onsite.co.in to raise
a service request.

GET YOUR CERTIFICATE OF PROTECTION FOR SEAMLESS SERVICE

The Certificate of Protection is automatically issued and is a confirmation of the fact that Your device
is protected under iProtect for Apple plan. It will also allow us to provide You quick and efficient service
at the time of registration of a Service Request.
 Get Certificate of Protection via welcome email & SMS from Onsitego.
 Save it till the end of the Coverage Term of the iProtect for Apple.

RAISING A SERVICE REQUEST

The worst has happened; Your device got damaged. Do not worry, we are here to help You.

Call us on 99205 99206 or

email us on help@onsite.co.in

Ensure that the IMEI / Serial Number on Your device

matches the one that is mentioned on the purchase invoice.

We will pick up the device or

the authorised technician will visit You.
RAISING AN ASSURED BUYBACK REQUEST

Your iProtect for Apple plan is still active and You want to avail the Assured Buyback

Call us on 99205 99206 or email us on help@onsite.co.in and inform us that

You wish to avail Assured Buyback service.

Ensure that the IMEI / Serial Number on Your device

matches the one that is mentioned on the purchase invoice.

We will pick up Your device and transfer eVouchers

to Your registered email ID and registered mobile number.

FAQS

 What is the term of the service?

Onsitego iProtect for Apple is valid for 1 & 2 years for iPhone, iPad and iWatch and 3 years for iMac and
MacBook . It starts from the date of purchase of the plan and is valid for the Coverage Term
calculated from the date of purchase of the device as mentioned on the invoice.

 I did not buy the plan at the time buying the device, is there a grace period?
Onsitego iProtect for Apple can be purchased only on the same day of purchase of device. Plans
purchased on dates after the device purchase date are liable to be rejected. If You have bought the
plan after that, You need not worry, just let us know and we will process a refund.

 How many times will the device be repaired?

Repairing a damaged device using genuine spare parts is a costly affair as most damaged parts
need to be replaced and the cannot be repaired. Hence, we will be able to repair it twice every year
of the Coverage Term, subject to co-pay amount paid by customer.
 I changed my mind and I want to cancel the plan; can I get a refund?
While we will be sorry to see You cancel the plan, we can certainly refund the plan within 30 days,
provided You have not already filed a Service Request.
 What if the device cannot be repaired?
If the device cannot be repaired due to unavailability of spare parts, Onsitego will provide You a
brand replacement device with equal or equivalent features.
 What if I do not want to avail the Pick & Drop services, can I get the device repaired on my own?
Only if Onsitego is unable to provide You with pick and drop services, You can get the device
repaired on Your own. However, please keep in mind that Onsitego needs to be informed about the
damage before submitting the device to the nearest Authorized Service Centre.
 How will I be reimbursed the Assured Buyback value for my device?
Once the device is handed over to the agent, Onsitego will transfer eVouchers to Your registered
email ID and registered mobile number.
 Do I need to return the original charger and other original accessories?
Yes, unless You are okay with the Assured Buyback amount of 30% of the Purchase Price being
deducted for each missing / non-working component.
 What if the device is damaged and/or some features are not functional?
Onsitego may make an appropriate deduction to the Assured Buyback amount for Your device.

 What will happen to my personal data and information on my device?

Well, it is Your data and it will remain Your data alone. We will remind You to remove all the data
before the agent leaves Your place with the device. However, the responsibility of Your data is always
Yours and Onsitego cannot be held responsible for any misuse of Your data.
 What if I have purchased the device on an EMI Plan and some instalments are still unpaid?
You will mandatorily have to clear all Your dues before You can initiate buyback.
 Do I have to make any additional payments if I raise a Service Request?
Yes, You will have to pay a Co-Pay amount as per the Co-Pay Table mentioned below. Once You raise
a Service Request, Onsitego team will send You a payment link for paying the Co-Pay amount. Your
device will be picked up swiftly after receiving the Co-Pay amount. Now, there can be
two situations:
i. Authorised Service Center determines that the device has suffered damage. In this case, we will
get the device repaired and deduct the count of Your remaining Eligible Services.
ii. Authorised Service Center determines that the device has broken down due to a manufacturing
defect. In this case, we will refund the Co-Pay amount and get Your device repaired. Your Eligible
Service Count will not be deducted.
 What if I don’t pay the co-pay amount?
Unfortunately, in such a situation, we will not be able to provide You service.
 CO-PAY AMOUNT TO RAISE SERVICE REQUEST

iPhone
Accessories Other Damage /
Price Slab Screen Damage
(if damaged) Replacement

All Price Range `999 `2,299 `8,499

iPad
Apple Pencil & Keyboard Other Damage /
Price Slab Screen Damage
(if damaged) Replacement

All Price Range `2,299 `3,499 `3,499

Apple Watch
Price Slab Screen Damage Other Damage / Replacement

All Price Range `4,999 `4,999

iMac
Accessories Screen-only and Exterior Other Damage /
Price Slab
(if damaged) Enclosure Damage Replacement

All Price Range `1,499 `7,499 `19,999

MacBook
Accessories Screen-only and Exterior Other Damage /
Price Slab
(if damaged) Enclosure Damage Replacement

All Price Range `1,499 `7,499 `19,999

Only in the case of accessory damage, co-pay will be charged.

 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 a complete agreement between Onsite Electro Services Private Limited
and Customer. The retailer is only authorised 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 Private Limited.

 We shall not be liable for delay or failure in furnishing services including suspension of Service
Assurance in the event of strike, government action, act of God, disruption in global supply chains
or any other cause beyond our control.

 At times, global events disrupt the supply of spare parts for an extended period of time, when
brands are unable to provide spare parts due to large-scale disruptions in their operations. While
Onsitego will make all efforts to provide a resolution in the committed timelines, the Service
Timeline will not apply when spare parts supply is disrupted due to events over which Onsitego has
no control especially when those events disrupt global supply chains. However, Onsitego shall
inform Y o u of any such delay and provide You confirmation from the brands or its authorised
representatives on the delay.

 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.

 By participating in the iProtect for Apple plan, You hereby confirm that:
a. In spite of erasing the data manually/electronically, if any data is still accessible due to any
reason and/or the data is misused in any manner by any person(s), Onsitego will not be
responsible for the same and You will not approach any of the above parties for any retrieval or
deletion of the data.
 On successful handover of the device to the agent, the ownership of the device shall stand
transferred to Onsitego and You shall not retain any right/claim over the same.

 The device for which Onsitego iProtect for Apple has been purchased should not have any other
Care Pack / Insurance or Insurance Linked Plan / Extended Warranty / Maintenance Contract, apart
from the manufacturer’s warranty, for the term of the plan.
 Onsitego reserves the right to withdraw / alter / modify / change or vary all or any of these Terms
and Conditions and/or the iProtect for Apple at any time without any prior notice and without any
liability.
 Marketing brochures are meant purely for educating customers and do not have any
commercial value.

 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 at www.onsitego.com

 All rights reserved with Onsite Electro Services Private Limited.

WHAT IS NOT COVERED

This iProtect for Apple does not cover the following components or specific conditions -

 Loss or theft or burglary of the device arising out of any reason whatsoever.
 If Onsitego iProtect for Apple is bought on a date which is post the date of purchase of the Covered

Product or outside the Purchase Window.

 Any physical or liquid damage that has occurred prior to the commencement of iProtect for Apple.

 Loss arising due to unlawful act including Terrorist Activity, War, Nuclear Explosion, Radioactive

Contamination, Chemical, Biochemical, Biological, Electromagnetic, Cyber Attack etc.

 Consequential loss of any kind or wear & tear, manufacturing defects etc.
 Any loss of data or software installed in the product.

 If the Covered Product is bought outside India or via a channel or retailer that is not an officially
channel mandated or recognized by the Brand.
 If the brand to which the Covered Product belongs does not have minimum 1 authorized Service
Centre anywhere in India at the time of filing a Service Request.
 Covered Product does not have a minimum of 12 months manufacturer’s warranty that is valid
in India.
 Any loss, which is cosmetic in nature and does not result in complete stoppage of / or functioning
of product.
 Physical or liquid damage occurring outside of the Coverage Term.

ILLUSTRATIVE SCENARIOS

You purchased an iPhone worth Rs.50,000 along with iProtect for Apple. The device gets damaged in
5th month (150 days).

Scenario 1
 Customer registers service request with Onsitego
 Onsitego sends payment link for paying the applicable Co Pay amount (Refer the Co-Pay table)
 Onsitego arranges pick up from customer’s location after receiving the Co-Pay amount
 Phone gets repaired in Authorised Service Centre and delivered back to the customer
 Service request closed

Scenario 2: if service request gets created in 10th Month

 Customer registers 2nd service request with Onsitego
 Onsitego sends payment link for paying the applicable Co-Pay amount (Refer the Co-Pay table)
 Onsitego arranges pick up from customer’s location after receiving the Co-Pay amount
 Phone gets repaired in Authorised Service Centre and delivered back to the customer
 Service request closed. Now the customer has used all his/her service requests for 1st year, hence
he / she will not be able to raise any more service requests till completion of 1st year
Scenario 3: if service request gets created in 16th Month
 Customer registers 3rd service request with Onsitego
 Onsitego sends payment link for paying the applicable Co-Pay amount (Refer the Co-Pay table)
 Onsitego arranges pick up from customer’s location after receiving the Co-Pay amount
 Phone gets repaired in Authorised Service Centre and delivered back to the customer
 Service request closed, Customer can still avail one balance service request within completion of
2nd year

Scenario 4: if service request gets created in 16th Month

 Customer registers 4th service request with Onsitego
 Onsitego sends payment link for paying the applicable Co-Pay amount (Refer the Co-Pay table)
 Onsitego arranges pick up from customer’s location after receiving the Co-Pay amount
 Phone gets repaired in Authorised Service Centre. The service center reports manufacturing defects
instead of any damage. Thus, the phone is covered under the Extended Warranty Onsitego has
provided
 The Co-Pay amount is refunded, and the repaired phone is delivered back to the customer
 Service request closed, Customer can still avail one balance service request within completion of 2nd
year as phone was not damaged
 ESCALATIONS

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

Name E-mail ID Phone Response TAT Availability

10:00 AM - 7:00 PM,

Escalations Desk escalations@onsite.co.in 022 62164894 1 day
Mon to Sun
10:00 AM - 7:00 PM,
Irfan Shaikh irfan.shaikh@onsite.co.in 022-62164894 2 working hours
Mon to Sat
10:00 AM - 7:00 PM,
Desmond Fonseca desmond.fonseca@onsite.co.in 022-62164894 4 working hours
Mon to Sat*

*Except public holidays

“In case of any issues with the delivery or installation of Your newly purchased device or any issues
regarding Your device in the manufacturing warranty, kindly contact the retailer/manufacturer.”

ONSITEGO iPROTECT FOR APPLE ADVANTAGES

Up to 2 Damages Repair or No Questions Genuine Free Pick Assured

Covered Every Replacement Asked Spare Parts & Drop Buyback
Year Guarantee

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

Disclaimer: Onsitego is an independent service 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 Private Limited.