HRA Plans

GENERAL CONDITIONS

1. 1 Un-located or Unattended Vehicle

   In case of a breakdown, you must be able to provide us with the correct location of your covered vehicle. Incorrect or incomplete information may cause a delay in provision of our services. You or an authorized representative must be present with the vehicle at the agreed meeting place when we arrive. If the vehicle is not attended when we arrive services cannot be provided.

2. 2 Covered Vehicle is off road

   In case the covered vehicle is not on motorable road and if there is a need to arrange special equipment (any equipment other than standard towing equipment), the charges of such equipment are not part of the roadside assistance program. The charges for arrangements of special equipment are to be borne by customer. Customer should understand that in case of usage of special equipment’s covered vehicle might sustain certain direct or consequential damages while extracting the vehicle. Customer agrees that such damage shall be sole responsibility of the customer and HRA shall not be held liable for any such damages.

3. 3 Repair and Labour charges

   The roadside assistance program does not include the labour charges, parts replacement costs associated with repair of the vehicle. This shall remain the responsibility of the customer

4. 4 Excessive Usage

   If we consider in our reasonable opinion that you have received (and continue to request) roadside assistance benefits for more than on an excessive number of occasions in a subscription year, we may refuse to provide further roadside assistance free of charge. We will offer an alternative service at your own expense like battery jumpstart or towing services for roadside assistance, payable at the time service is requested.

5. 5 Cooling Period

   means that the Entitlements are available after 7 days, all the benefits under the roadside assistance program became available 7 days after from the purchase date of the program.

6. 6 Maximum age of vehicle is 7 years

   Only those vehicles are entitled to be a part of the roadside assistance program where vehicle age is less than or equal to 7 years. Any vehicle which is greater than 7 years of age is not eligible to purchase the program. If in case, the customer still does end up purchasing the plan by falsifying the information, then the services will be revoked and the program would be cancelled with immediate effect and the program fee will be withheld by the company.

7. 7 Contacting the call centre is mandatory

   The Roadside Assistance is available only when the call center of the company is contacted by simply calling 24x7 Roadside Assistance on the Toll-Free Number* 1800 2121833(*In case of difficulty in reaching this toll-free number from your phone network, please dial 0261-4390007. Call charges apply)

8. 8 In case you opt for your own vehicle assistance or towing services without informing the roadside assistance call center the cost for the same shall be borne by you and company will not be liable for the same. Only in cases where due to any reason company is not able to arrange for the required services, company may ask the customer to arrange for the services on his own and company will reimburse the same at double rate of the customer choosen plan policy rate or else actuals on submission of proper bills to the company, whichever is lower.

9. 9 Non-Covered Events

   Roadside Assistance is established to help in event that leads to stoppage / immobilization of your vehicle. As a result, this program will not cover any of the following events that you may encounter while driving your vehicle

   • Faulty fuel gauge
   • Speedometer not working
   • Air-conditioning is not working
   • When the passenger door(s) cannot be opened and there are no passengers in the vehicle
   • Boot cannot be opened
   • The front and/or rear demisters are not functioning
   • Horn is not functioning. If the horn is sounding continuously, the Assistance Services will be provided.
   • Damaged door mirrors
   • When the rear-view mirror is damaged but it does not obstruct the driver's vision
   • Damaged or faulty fuel cap but vehicle has not run out of petrol and there is enough fuel in the tank to enable the vehicle to reach the nearest authorized dealer
   • When the sun roof cannot be opened
   • When the sunroof cannot be closed but weather conditions are fair and the vehicle is not exposed to any security risk
   • When windows cannot be opened
   • When windows cannot be closed but weather conditions are fair and the vehicle is not exposed to any security risk
   • Seat adjustor is faulty but the vehicle can be safely driven
   • When passenger seat belts are faulty but there are no passengers in the vehicle
   • Faulty security system unless the vehicle is immobilized or unless the alarm is sounding continuously
   • Transmission stuck in sports/winter mode
   • When the ABS lights are illuminated
   • Air bag warning lights are illuminated
   • Traction control lights are illuminated
   • Other non-safety related lights/service warnings are illuminated
   • When your Vehicle runs out of windscreen wiper fluid
   • Front windscreen wipers faulty but weather conditions are fair
   • Rear windscreen wiper faulty
   • Vehicle pick-up and drop for routine maintenance is not included

10. 10 Special Exclusions

    The following scenarios are special exclusions under the Roadside Assistance Program, and therefore we will not be responsible for any assistance costs as a result of any of the following

    1. Vehicle is involved in motor racing, rallies, speed or duration tests, practice runs or operated outside official roads
    2. Assistance is required as a result of wars, riots, uprising, mass political demonstrations, pillage, strike, use for military purposes or acts of terrorism, earthquake damage, freak weather conditions, atmospheric phenomena, nuclear transformation phenomena or radiation caused by artificial acceleration of atomic particles.
    3. Breakdown is caused by deliberate damage, vandalism or participation in a criminal act or offence
    4. The immobilization is resulting from damage caused by intervention of the police or other authorities
    5. Any damage resulting from the use of the vehicle against the recommendations of the owner manual
    6. Any consequential costs and/or damage to property as a result of a breakdown

    7. Adverse Weather

       On occasion of adverse weather conditions such as floods, heavy rain, thunder / lightening or other external factors may affect our ability to provide services and it may become physically impossible to assist you until the weather improves. During such times, our main priority will be to ensure that you and your passengers are taken to a place of safety; the recovery of your vehicle may not be possible until weather conditions permit.

    8. External Factors

       Roadside Assistance Program will take every effort to reach you once you make the call however the response time may vary depending on, among other things, the breakdown location of the vehicle and the general demand for roadside assistance at the time of your request is received.

11. 11 Inter border vehicle transfer

    In cases of assistance/towing of the vehicle where the breakdown location is in one Indian state while the vehicle has to be towed to a dealership which is located in another Indian state, then

    1. All relevant documents for interstate movement of the vehicle by a tow truck has to be coordinated and arranged by the customer and provided to HRAbefore the handover of the vehicle.
    2. Any charges levied by local authorities such as taxes, octroi charges, etc are to be paid by the customer.
    3. In case authorities at the border hold the vehicle despite presence of all relevant documents, the responsibility of getting the vehicle released will be that of the customer. In case there is any damage to the vehicle while being held by state authorities, HRAshall not be held liable for any such damage. HRAwill also not be held liable for any consequential damage or loss that the customer might have suffered on account of the vehicle being held by state authorities.
    4. In case the vehicle is detained at the border for greater than 2 hours and HRA’s fleet is also not released by the authorities, subsequent waiting charges Rs 1200/- (Rupees Twelve Hundred only)per hour shall be payable by customer to HRA.

12. 12 Accidental cases

    In cases where the police authorities have registered an FIR or are in a process of registering an FIR or are investigating a case or have taken possession of the vehicle, Assistance services can be activated only after Police authorities/courts have given a clearance to the vehicle / have released the possession of vehicle. In such cases it is the duty of the customer to obtain such clearances. HRAcan take handover of the vehicle only after clearances have been obtained and the customer / customer’s representative is available to provide appropriate handover of the vehicle to the towing representative from the police authorities. Also in this type of situations, if waiting period is more than 1 hour, then customer will pay Rs 1200/- (Rupees Twelve Hundred only) per hour to HRA.

13. 13 Handover of Vehicle

    In case the vehicle is being towed, customer has to ensure appropriate handover of the vehicle to the HRA representative himself / herself or through an appointed representative

14. 14 Right of Refusal

    Roadside Assistance shall have the right to refuse any or all benefits under the program, if it is found that you had furnished false information relating to your eligibility or entitlements to the benefits provided under this program.

15. 15 Communication while complaint for RSA

    If the customer has asked for service of RSA and the ASP (Authorised service provider) or HRA call centre team calls to customer and customer does not responds or does not pick up the call for consecutively 3 times or no communication has been developed within 30 mins of complaint filed for RSA service, then HRA reserves the right to close the case.

16. 16 Cancellation of Program induced by customer

    No questions asked cancellation period is Seven (7) days from the purchase date of the program. The program may be cancelled by the customer after the expiry of Seven (7) days from the program purchase date and before the expiry of the program period subject to the below t&c’s

    1. Customer has not availed any service/benefits of the program upto the date of cancellation request
    2. Company will refund the subscription fee at the rates as per the table below

    How much Program Period Expired, as on date of Cancellation request	Rate of Subscription Fee Retained by Company
    Above 40% of the total program period	100%
    Above 30% upto 40% of the total program period	75%
    Above 20% upto 30% of total program period	60%
    Program start date upto 20% of program period	50%

17. 17 Cancellation by HRA

    In case of cancellation by the company the customer will be refunded fee on pro-rata basis subject to no services being availed by the customer.

18. Arbitration

    1. If any dispute or difference shall arise as to the quantum to be paid under the coverage (liability being otherwise admitted) such difference shall independently of all other question be referred to the decision of a sole arbitrator to be appointed in writing by the parties to or if they cannot agree upon a single arbitrator within 30 days of any party invoking arbitration, the same shall be referred to a panel of three arbitrators, comprising of two arbitrators one to be appointed by each of the parties to the dispute/difference and the third arbitrator to be appointed by such two arbitrators and arbitration shall be conducted under and in accordance with the provisions of the Arbitration and Conciliation Act, 1996. The seat of arbitration shall be Delhi, India. The language of the arbitration proceedings shall be English or Hindi. The decision of the arbitrator shall be final and binding on the parties.
    2. It is clearly agreed and understood that no difference or dispute shall be referred to arbitration as herein before provided if the Company has disputed or not accepted liability under or in respect of the Coverage.
    3. It is hereby expressly stipulated and declared that it shall be a condition precedent to any right of action or suit upon the Coverage that the award by such arbitrator/ arbitrators of the amount of the loss or damage shall be first obtained.
    4. The applicable law in and of the arbitration shall be Indian law.
    5. It is also hereby further expressly agreed and declared that if the Company shall disclaim liability to the customer for any claim hereunder and such claim shall not, within twelve calendar months from the date of such disclaimer have been made the subject matter of a suit in a court of law, then the Claim shall for all purposes be deemed to have been abandoned and shall not thereafter be recoverable hereunder.
    6. In the event that these arbitration provisions shall be held to be invalid then all such disputes shall be referred to the exclusive jurisdiction of the Courts of Surat, Gujarat, India.

19. 18 Governing Laws and Jurisdiction

    The law applicable to this Agreement shall be the laws of the Republic of India. Any disputes or differences under this plan shall be subject to the exclusive jurisdiction of Courts in Surat, Gujarat, India.