Terms and Conditions for Xcare.in Customers

  1. Introduction

    2. Welcome to Xcare.in. By accessing and using our services, you agree to comply with the following terms and conditions. These terms are designed to ensure a clear understanding of our services, your responsibilities, and our obligations. Please read these terms carefully. If you disagree with any part, you must refrain from using our services.

  2. Definitions
    1. Xcare.in: Refers to the platform and services provided by Xcare.in, including the Xcare.in app and website.
    2. Field Support Partner (FSP): A qualified professional contracted by Xcare.in to provide IT support services to customers.
    3. Customer/User: Any individual or entity using Xcare.in services.
    4. Services: IT support services provided by Xcare.in, including but not limited to diagnostics, repairs, upgrades, installations, and technical consultations.
    5. Service Booking: A request made by a customer through the Xcare.in app for IT support services.
    6. Help Desk:Xcare.in personnel responsible for coordinating between customers and FSPs, managing service bookings, and addressing customer issues.
  3. Service Process
    1. Account Creation: To book services, users must create an account on the Xcare.in app or website. You are responsible for maintaining the confidentiality of your account credentials.
    2. Booking a Service: Customers can book services by selecting from available options in the Xcare.in app or website. You must provide accurate details about the issue, location, and preferred time slot.
    3. Service Confirmation: Upon booking, Xcare.in will send a notification, along with assigned FSP details..
    4. FSP Arrival: The FSP will arrive at the scheduled time and location to assess and provide the required service.
    5. Service Completion: After the service is completed, the customer will receive an OTP. This OTP needs to be shared with the FSP to close the Service Booking. After service Booking is closed, an invoice will be generated.
    6. Feedback and Rating: Customers are encouraged to provide feedback and rate the service after completion.
  4. Customer Responsibilities
    1. Accurate Information: Customers must provide truthful and accurate information during the booking process, including the nature of the issue and the exact location.
    2. Access to Premises: Customers must ensure that the FSP has unhindered access to the premises at the scheduled time. If access is denied, the service may be cancelled, and a fee may be charged.
    3. Backup and Data Protection: Customers are responsible for backing up all data prior to working on O.S. related/Hard drive cases and any other reasons before the FSP begins any work. Xcare.in is not liable for any data loss or corruption during the service. The responsibility for taking data backup shall be in customer’s scope
    4. Safe Environment: Customers must ensure a safe and conducive environment for the FSP to work. Any unsafe conditions may result in the FSP refusing to perform the service.
  5. General Terms and conditions
    1. Payment: 100% Advance along with Order confirmation through Xcare.in App.
    2. Warranty: Product warranties vary by item and manufacturer. Each product is covered according to its specific brand, original equipment manufacturer (OEM), or supplier warranty terms. We'll provide you with the exact warranty details for your purchased item at the time of service or sale.
    3. Taxes: The quoted price does not include taxes such as (GST - Goods and Services Tax). The applicable tax will be added to your final bill.
    4. Price Validity and Currency Fluctuations:
      1. The price we quote is valid for 5 days from the date we provide it.
      2. For products made or developed outside India, prices may change by up to 5% (higher or lower) due to changes in foreign currency exchange rates. We'll inform you of any such changes before you make your payment.
  6. Service Delivery Terms and conditions
    1. User has to book a service through Xcare.in App OR Customer care number 78002-18002.
    2. Customer has to share the complete address of service delivery location with pin-code at the time-of service booking.
    3. Customers need to share the serial number/service tag of the hardware along with product number, model/type, make, model details whichever is applicable as per the specific brand.
    4. Customer has to describe the issue & upload the necessary images/documents at the time of service booking.
    5. For laptops or desktops that won't turn on or show signs of life:
      1. Record a short video (15-30 seconds) showing the following:
        • The primary issue described
        • The process of plugging in the power adapter or cord.
        • Any LED lights on the device or power adapter that light up (or don't light up) when connected to power.
        • The result when you press the power button.
    6. Customers have to book the slots from the available slots which they can view from the Xcare.in customer app.
    7. FSPs are not allowed to pick up/ take the laptop from the customer's premises and/or the customer should not allow the FSP to take the laptop with them. If the customer or the FSP indulge in such practice then Xcare.in will not be responsible for any damage or loss.
    8. Booking and Payment:
      1. Slot Booking and Payment:
        • To secure a service booking, you need to pay in advance.
        • You'll see available time slots in the Xcare.in app.
        • Choose your preferred slot and make the payment.
        • Your appointment is confirmed only after we receive your payment.
      2. GST Information for Businesses:
        • If you're a business customer with a GST number, you can enter your GST details during the booking process.
        • This ensures we can provide you with a proper GST invoice for your records.
    9. Software Licences:
      1. If your service involves software installation or activation, you need to provide valid licence information.
      2. This includes things like:
        • Your Microsoft account ID
        • Product keys for Windows, Microsoft Office, or other software
      3. It's your responsibility to ensure these licence details are authentic and correct.
      4. Our FSPs can't use or provide non-genuine/cracked software licences.
      5. Without proper licence information, we may not be able to complete certain software-related tasks.
    10. Internet Connectivity, Earthing, and Voltage Stability
      1. Internet Connectivity Requirement
        For services requiring internet access, it is the customer's responsibility to ensure a proper and stable internet connection at the location where the service is being provided. Xcare.in is not responsible for providing or facilitating internet access during the service.
      2. Earthing and Voltage Stability
        The customer must ensure proper earthing and voltage stability at the premises where the device is being repaired. Xcare.in is not liable for any mishap, including damage to the device or injury, arising from improper earthing or voltage fluctuations. Customers are advised to address these issues prior to the scheduled service.
  7. Service Limitations
    1. Service Scope:
      1. We provide IT support as described on our website and app.
      2. If your request is beyond our listed services, our FSP may decline to perform the service

      2. If a service request exceeds this scope, the FSP may refuse to perform the service.

    2. Devices We Don't Service: We do not repair/service or work with:
      1. Apple devices
      2. Microsoft Surface Pro
      3. Tablets
      4. Chromebooks
    3. Serviceable areas:
      1. We only operate in specific areas, which are listed on our platform.
      2. We can't provide service outside these areas
      3. Xcare.in is not liable to serve customers in areas which do not come under its service coverage.
    4. Parts’ Availability:
      1. Sometimes, we may need specific parts to fix your device.
      2. If a part is delayed or unavailable, we'll let you know.
      3. You can then choose to:
        • Wait for the part
          • Use an alternative/compatible part (if possible)
        • Get the amount you paid for the part refunded to the original payment method used during part purchase.
    5. Technical Limitations:
      1. In some cases, a repair might not be possible due to technical issues or risks.
      2. If this happens, our FSP will:
        • Explain why the service can't be done
        • Cancel the service

    We are committed to providing the best possible IT support, including servicing legacy devices and discontinued brands. While we put in our utmost effort to resolve issues with such devices, some cases may fall beyond possible repair due to unavailability of parts or technical limitations.

    In situations where we are unable to resolve the issue, the customer remains liable to pay the on-site visit fee for the diagnosis and service attempt. We appreciate your understanding and trust in Xcare as we strive to deliver the best support experience possible.

    We always aim to be upfront about what we can and can't do to avoid any surprises.

  8. Rescheduling Policy
    1. Rescheduling Window: Rescheduling is allowed up to 2 hours before the scheduled service time.
    2. Frequency of Rescheduling:Users can reschedule their service only once. Subsequent rescheduling is not allowed.
    3. Immediate Bookings:Immediate bookings (within 2 hours of booking) cannot be rescheduled.
  9. Cancellation, Refund Policy and No-Show Policy:
    1. Cancellation by Customer:
      1. Cancellations made more than 24 hours before the scheduled service time will receive a full refund.
      2. Cancellations made between 2 to 24 hours before the scheduled service time will incur a 50% cancellation fee.
      3. No refund will be provided if the service is cancelled within 2 hours of the scheduled service time.
    2. Cancellation by Xcare.in:
      1. If Xcare.in cancels the service for any reason, the customer will receive a full refund.
    3. Refund Process:
      1. Refunds will be processed within 5-7 business days after the cancellation request has been confirmed.
      2. Refunds will be credited to the original payment method used during booking.
    4. No-Show Policy: If the FSP arrives at the scheduled time and the customer is unavailable or denies access, the service will be considered a no-show, and the customer will be charged the full service fee.
  10. Shipping policy
    1. Freight charges for delivering the product/spare part at your premises are included in the quoted price.
    2. Delivery and Service Timelines:
      1. Part Delivery:
        • If your repair requires parts, we'll deliver them within 1-4 business days after you place the order.
      2. On-site Service:
        • For repairs at your location, our Field Support Partner (FSP) will visit according to the time slot you've been informed by the Help Desk person. After the part is delivered, the Help Desk person coordinates between the FSP and the customer to schedule the visit according to the availability of FSP and the customer.

      Note: Part delivery and on-site service are separate steps. You'll first receive the parts, then our FSP will visit to install them or complete the repair.

    3. Buyer can also acknowledge the receipt of the materials at their premises to the Xcare.in Helpdesk team by calling customer care number 78002-18002.
    4. Xcare.in Policy for Handling Delivered Goods:
      1. Delivery and Package Handling
        • When parts are delivered to your location, please do not open the package.
        • Our Field Support Partner (FSP) will open the package during their visit.
        • Important: Attempting to open the package or tampering with the warranty void sticker will invalidate the warranty on the parts. If a customer tries to open the package, thenXcare.in is not liable for any defective, damaged or items that don't work on arrival (Dead on Arrival or DOA).
      2. FSP Responsibilities
        • The FSP will inspect the delivered parts at your location.
        • They will report any issues to Xcare.in management, including: a) Missing items b) Incorrect items c) Items that don't work on arrival (Dead on Arrival or DOA) d) Damaged items.
      3. Customer Responsibilities
        • Do not open the delivered package or tamper with any seals or stickers.
        • However, if you notice any external issues with the package, such as: a) Improper packaging b) Exposed electronic parts c) Visible damage to the package, please take a photo of the package and contact Xcare.in customer service immediately.
      4. Reporting Timeline
        • Any issues must be reported within 5 days of the delivery date by the FSP and the customer.
      5. How to Report (for customers)
        • If you notice any issues with the package:
          • Take clear photos of the problem.
          • Contact our customer service within 5 days of receiving your order.
          • Provide your Service Booking ID and describe the issue.
          • Send the photos when requested by Xcare.in.
      6. Quality Assurance
        • All products we sell meet the standard manufacturing practices of our suppliers.
        • Our process is designed to ensure you receive quality, undamaged parts.
        • Xcare.in promotes and endorses “Xcare.in recommended parts” on the basis of product quality, availability and turn-around time.
      7. Warranty Protection
        • The warranty void sticker on the package is there to protect you and ensure you receive genuine, untampered parts.
        • Opening the package or tampering with this sticker before the FSP arrives will void the warranty on the parts.
        • Let our trained FSP handle the package to maintain your warranty protection.

        Remember: Your cooperation in not opening packages and promptly reporting any issues helps us maintain the integrity of the parts, protect your warranty, and provide you with the best service.

  11. Xcare.in Warranty and Replacement Policy
    1. Warranty/Replacement of new Products will be as per the Manufacturer/OEM/Importer’s Standard warranty terms and conditions for the product range.
    2. The warranty doesn't cover damage from:
      1. Voltage fluctuations
      2. Chemical contact or liquid spills
      3. Environmental issues
      4. Improper handling or accidents
      5. Customer mishandling
      6. Physical breakages (including plastic parts and screens)
      7. Customer modifications or improper installation
    3. Xcare.in shall be under no liability under the above warranty or any other warranty, guarantee or condition if the total price for the Products has not been paid by the due date for payment.
    4. It is the responsibility of the customer to inform Xcare.in through any means (email, customer support voice call, in-app chat) if any damage/defect/error/malfunction arises in the product provided by Xcare.in after installation.
    5. Liability Limitation: Xcare.in's liability is limited to the amount paid by the customer for the specific service in question. We are not responsible for indirect, incidental, or consequential damages.
    6. Force Majeure: Xcare.in is not liable for delays or failures in service due to events beyond our control, including but not limited to natural disasters, strikes, or technical failures.
  12. Pricing and Payment
    1. Payment Methods: Payments can be made only via UPI. Payment is made in advance of Service delivery and/or part delivery.
    2. Refunds and Cancellations: Refunds are issued only under specific conditions (e.g., service cancellation by Xcare.in or significant delays). No refunds are provided once the service has commenced.
  13. Dispute Resolution
    1. Governing Law: These terms and conditions are governed by the laws of India.
    2. Arbitration: Any disputes arising from these terms will be resolved through arbitration in Vadodara, Gujarat, India jurisdiction. The decision of the arbitrator will be final and binding on both parties.
  14. Privacy and Data Protection
    1. Data Collection: By using our services, you agree to the collection and use of your personal information as outlined in our Privacy Policy.
    2. Data Security: Xcare.in takes reasonable steps to protect your personal data; however, we cannot guarantee absolute security.
  15. User Conduct and Prohibited Activities
    1. Lawful Use: Customers must use our services only for lawful purposes and in accordance with these terms.
    2. Prohibited Activities: Any misuse of the Xcare.in platform, including but not limited to hacking, data theft, or fraudulent activity, is strictly prohibited and may result in termination of service and legal action.
  16. Termination of Service
    1. Customer-Initiated Termination: Customers may terminate their use of Xcare.in services at any time.
    2. Xcare-Initiated Termination: Xcare.in reserves the right to terminate services without prior notice if the customer violates these terms, engages in unlawful activities, or abuses the services.
  17. Changes to Terms and Conditions
    1. Modifications: Xcare.in reserves the right to modify these terms and conditions at any time. Significant changes will be communicated via email or through a notice on our website. Continued use of our services constitutes acceptance of the revised terms.
  18. Contact Information

For any questions or concerns regarding these terms and conditions, please contact us at info@xcare.in.