Elektree India Private Limited (“Elektree India”, “the Company”, “we” or “us”) manufactures, assembles, imports and markets electric two-wheelers, electric three-wheelers, traction batteries, chargers, spare parts, accessories and merchandise under the Elektree brand. We are committed to supplying Products that conform to their published specifications and to supporting them through a defined warranty and a structured defect remedy process.

This Policy records the Company’s settled commercial position that Products, once sold and invoiced, are not eligible for return or refund, and sets out the remedies available where a manufacturing defect is confirmed within the applicable warranty period. Those remedies proceed in the sequence set out in Clause 21, in which repair is the primary remedy and replacement is available only where repair is not possible.

This Policy forms part of the terms on which each Product is sold. It is disclosed before payment is accepted, is acknowledged in writing by the customer at booking and again at delivery in the form at Annexure A, is displayed at every point of sale, and is published on the Company’s website.

This Policy is to be read together with, and does not replace, the warranty document issued with each Product, the owner’s manual, the battery care guidance, the extended warranty terms where purchased, the roadside assistance terms where applicable, and the connected services terms. Where this Policy and a warranty document differ on a matter of warranty coverage, the warranty document issued with the Product prevails on that matter.

Nothing in this Policy excludes, restricts or attempts to exclude or restrict any right available to a customer under mandatory Applicable Law. Clause 46 governs that position and prevails over every other provision of this Policy.

This Policy applies to all Products sold under the Elektree brand through every channel operated or recognised by the Company, including company-owned showrooms and experience centres, authorised distributors, authorised super stockists, authorised dealers, sub-dealers and extension counters, authorised service centres, the Company’s website and mobile application, approved marketplace listings, and any other channel the Company approves in writing.

It applies to: electric two-wheelers and three-wheelers; traction batteries, whether fixed, removable or swappable; chargers and charging cables; controllers, motors and electrical assemblies; spare parts; accessories including helmets, luggage boxes, guards, covers and apparel; merchandise; and Product-linked services including extended warranty, roadside assistance and connected features, subject to the specific provisions governing those services.

It applies to purchases by consumers and, save where Clause 2.4 applies, to purchases by businesses, fleets, institutions and government buyers.

Where a Product is supplied under a separately negotiated written agreement — including a fleet supply agreement, institutional tender, corporate purchase order or leasing arrangement — the terms of that agreement prevail over this Policy to the extent of any inconsistency. In the absence of such an agreement, this Policy applies in full.

Where a Battery is supplied on a Battery-as-a-Service, lease, subscription or swapping basis rather than sold outright, this Policy applies to it as modified by the applicable subscription or swapping terms, and in particular title to that Battery does not pass to the customer at any time.

Products once sold and invoiced are not returnable and the Consideration is not refundable. This applies irrespective of how soon after Invoice the request is made, and irrespective of whether the Product has been used, registered, taken from the premises or remains at the point of sale. Clauses 6 to 12 give effect to this principle. The only qualifications are those in Clauses 44 and 47, which exist because Applicable Law requires them.

The Company provides a Warranty. It does not provide a Guarantee. The Warranty is an undertaking to remedy a confirmed Manufacturing Defect arising within a defined period and subject to defined conditions and exclusions. It is not an undertaking that the Product will be free from all faults, will meet every individual expectation, will perform identically in all conditions, or that money will be returned if it does not. Clauses 13 to 20 give effect to this principle.

A remedy is provided free of charge only where the concern is verified as a Manufacturing Defect and the Product is within the applicable warranty period and within the applicable warranty conditions. Concerns arising from Wear and Tear, misuse, accident, unauthorised work, non-approved parts, external factors or customer preference are not remedied free of charge, and may be attended to on a chargeable basis at the customer’s option. Clauses 30 to 33 give effect to this principle.

Where a Manufacturing Defect is confirmed under Warranty, the Company’s remedy is Repair. Replacement of the defective component is provided only where that component cannot be repaired to specification, or where Repair would compromise safety, reliability or regulatory conformity. Replacement of the whole Product is exceptional and arises only in the narrow circumstances at Clause 26. Clauses 21 to 29 give effect to this principle.

Products once sold and invoiced are not accepted for Return. This applies to every category of Product within Clause 2.2, including Vehicles, Batteries, chargers, spare parts, accessories and merchandise.

The Company does not operate a trial period, a cooling-off period, a satisfaction period, an approval sale, a sale-or-return arrangement, or any comparable arrangement in respect of any Product, and no employee or channel partner is authorised to represent otherwise.

A Product taken in by the Company or an Authorised Service Centre for inspection, diagnosis, Repair or Replacement is not a Return. Possession is taken temporarily for the purpose of the remedy and is returned to the customer on completion. The sale is not reversed and no credit arises.

The Company does not operate an exchange or buy-back scheme as of right. Where the Company from time to time announces an exchange, upgrade or buy-back offer, that offer is governed exclusively by its own published terms, is available only for the period and on the conditions stated, and creates no continuing entitlement.

The Consideration paid for a Product is not refundable once the Invoice has been generated, save as provided in Clauses 9, 44 and 47.

Where a Manufacturing Defect is confirmed, the customer’s remedy is the remedy determined under the ladder at Clause 21. The confirmation of a defect does not of itself give rise to any entitlement to Refund, and the Company’s provision of a remedy is not an admission that a Refund is due.

No Refund arises by reason of delay in Repair or Replacement, provided the Company is acting with reasonable diligence and keeps the customer informed. Where a delay is attributable to the Company and exceeds the turnaround commitments at Annexure E, the Company’s response is as stated in Clause 29.4, which does not include Refund.

Part payments, booking amounts, token amounts and advances become non-refundable on generation of the Invoice, and before that point are dealt with under Clause 9.

The generation of the Invoice is the point at which the sale becomes final for the purposes of this Policy. From that moment the Product is not returnable and the Consideration is not refundable.

For the avoidance of any doubt, the position at Clause 8.1 applies irrespective of:

The reasons for this position, which the Company records so that customers understand it rather than merely accept it, are that: a Vehicle is assigned a unique chassis and motor number and a Battery a unique pack serial number, each recorded against the customer at Invoice; a Vehicle loses its status as an unregistered new vehicle immediately upon Invoice and cannot afterwards be sold as new; registration, insurance, temporary registration and statutory levies are initiated on the strength of the Invoice and are payable to third parties who do not reverse them; and Batteries are safety-critical items whose storage and handling history cannot be verified once they have left the Company’s controlled custody.

The customer acknowledges the position at this Clause 8 in writing at booking and again at Delivery, in the form at Annexure A.

A customer may cancel a booking at any time before the Invoice is generated. Cancellation must be requested in writing to the point of purchase or to Company customer support, quoting the booking number, customer name, contact details and proof of payment.

On such cancellation the booking amount is refunded, less only those costs that have already been incurred by the Company or the channel partner in respect of that booking and are not recoverable from the third party to whom they were paid. Those costs are limited to the heads listed at Annexure C, and no other deduction may be made.

The Company shall not deduct any amount by way of penalty, forfeiture or cancellation charge over and above actual irrecoverable costs. A deduction must be supported, on request, by evidence of the cost incurred.

Where cancellation is requested after work has commenced on a customised, made-to-order, specially configured, fleet-branded or accessory-fitted Product, the cost of work already performed and of materials already committed is deductible in addition, on the same evidenced basis.

Refund of the balance under this Clause 9 shall be made to the original payment instrument within [10] business days of acceptance of the cancellation request, or within such shorter period as Applicable Law requires.

Because Products once invoiced are not returnable, amounts paid to or on behalf of third parties are not refunded by the Company. These include registration fees, road tax, temporary registration charges, number plate charges, insurance premium, finance processing and documentation fees, payment gateway charges, logistics and handling charges, accessory fitment charges, extended warranty premium once activated, and connected services or subscription charges once activated.

Where any such amount is independently recoverable from the Governmental Authority, insurer, financier or service provider to whom it was paid, the Company shall, on request, provide the customer with the documents in its possession that are reasonably necessary to support that claim, and shall not obstruct it. The Company does not undertake that any such claim will succeed.

Where the Company has collected an amount from the customer for onward payment to a third party and that payment has not in fact been made, the amount is refundable in full, and Clause 10.1 does not apply to it.

Without limiting Clauses 6 and 7, no Return, Refund or free remedy arises on any of the following grounds:

Where a concern falling within Clause 11.1 nonetheless discloses a possible Manufacturing Defect, it shall be assessed on its merits under Part E, and Clause 11.1 does not preclude that assessment.

Where a Product is purchased using vehicle finance, equated monthly instalments, a lease, a subscription arrangement or an insurance-linked arrangement, this Policy applies in full and no Return or Refund arises once the Invoice has been generated, save under Clauses 44 and 47.

The customer’s obligations to a financier are governed by the loan or lease agreement between the customer and that financier, to which the Company is not a party. The Company is not responsible for interest, foreclosure charges, prepayment penalties, loan cancellation charges, effect on credit rating, insurer deductions or third-party processing delay, save where and to the extent such a consequence is caused solely by a proven error of the Company.

Where a Refund becomes payable under Clause 47 in respect of a financed Product, the Company shall remit the amount to the financier to the extent of the financier’s outstanding interest, and the balance to the customer, and shall notify both.

Where a Battery is supplied on a Battery-as-a-Service or subscription basis, title to that Battery remains with the Company or its nominated partner at all times. Discontinuance of the subscription results in return of that Battery to the Company, which is a contractual consequence of the subscription terms and is not a Return of a sold Product under this Policy.

The Company provides a Warranty on its Products. The Company does not provide a Guarantee on any Product. The distinction is material and is set out below so that customers understand precisely what is and is not being offered.

Accordingly, no statement by any employee, dealer, distributor, sub-dealer, sales representative, advertisement, brochure, social media post or third party to the effect that a Product is “guaranteed”, carries a “money-back guarantee”, is offered on a “satisfaction guaranteed” basis, or carries any assurance of a specified real-world range, running cost, battery life, resale value or performance outcome, is authorised by the Company. No such statement binds the Company, and the Company expressly disclaims it.

The Company’s channel partners are contractually prohibited from offering, promising or implying a Guarantee. A customer who has been given such an assurance should report it under Clause 38 so that the Company may take corrective action, and the Company will treat such a report seriously. However, an unauthorised assurance by a channel partner does not create a Guarantee obligation on the Company, save to the extent Applicable Law provides otherwise.

The Warranty applicable to a Product is that stated in the warranty document issued with that Product at Delivery. That document is the operative source of warranty coverage. Annexure D summarises the position by Product category for reference, and does not vary the warranty document.

The Warranty runs from the date of Invoice, or from the date of first registration where the Product is a registrable Vehicle, whichever is earlier, and expires on the earlier of: (a) the expiry of the stated period; or (b) the attainment of the stated distance, operating hours or charge-cycle limit, where such a limit is specified.

The Warranty covers Manufacturing Defects only. It does not cover Wear and Tear, consumables, damage, misuse, or any matter listed at Clause 18.

The Warranty is available only where the Product has been used in accordance with the owner’s manual and battery care guidance, has been serviced at an Authorised Service Centre in accordance with the prescribed schedule, and has been charged using an approved charger.

Once the warranty period has expired, no free remedy is available. The Company will continue to offer diagnosis, Repair and parts on a chargeable basis at published rates, subject to parts availability.

The Warranty is transferable to a subsequent owner of a Vehicle for the unexpired portion of its term, subject to the transfer being recorded with the Company through an Authorised Service Centre within [30] days of transfer of registration, and to the service history being complete.

The Vehicle warranty covers Manufacturing Defects in the frame, drivetrain, motor, controller, wiring harness, electrical assemblies, instrumentation, bodywork and other components of the Vehicle other than the Battery, which is dealt with separately at Clause 16.

The period and distance limits applicable to each model are stated in the warranty document and summarised at Annexure D.

Cosmetic items, paint, decals, plating and trim are covered against Manufacturing Defect for the shorter period stated at Annexure D, and are not covered against fading, corrosion, chipping, scratching or discolouration arising from use, exposure, cleaning agents or environmental conditions.

The Battery carries a warranty separate from the Vehicle warranty, running for the period and the alternative distance or charge-cycle limit stated in the warranty document, expiring on whichever limb is reached first.

The Battery warranty covers: Manufacturing Defects in cells, modules, casing, wiring and the battery management system; failure to hold or deliver charge attributable to a Manufacturing Defect; and reduction of usable capacity below the State of Health Threshold within the warranty period.

Capacity Fade above the State of Health Threshold is a normal and expected characteristic of lithium-ion batteries and is not a Manufacturing Defect. A Battery that has lost capacity but remains at or above the Threshold is performing within specification, and no free remedy arises. This is explained to every customer before purchase and is acknowledged at Annexure A.

State of Health is determined solely by the Company’s prescribed diagnostic method and equipment at an Authorised Service Centre. Readings from third-party applications, aftermarket diagnostic tools, mobile applications not published by the Company, or inference from observed range are not accepted as establishing State of Health, because such methods do not account for charge history, temperature compensation, cell balancing or load profile.

Observed range is not a measure of State of Health. A reduction in the distance achieved on a charge may arise from rider weight, load, terrain, traffic, ambient temperature, riding mode, tyre pressure, accessory load or riding style, none of which indicates a Battery defect. Where a customer reports reduced range, the Company will conduct a State of Health test and communicate the reading.

The Battery warranty is void where the Battery has been charged with a non-approved charger, subjected to water or liquid ingress beyond its rated ingress protection, physically damaged, opened, dismantled, tampered with, exposed to temperatures outside the specified range, stored in a deeply discharged state for a prolonged period, or used with a non-approved vehicle or application.

Where a Battery is supplied on a Battery-as-a-Service or subscription basis, the warranty position is as stated in the applicable subscription terms, and the Company remains the owner of the Battery throughout.

Chargers, charging cables, spare parts, accessories and merchandise carry the warranty stated for that item at Annexure D, which is generally shorter than the Vehicle warranty.

A spare part supplied and fitted by an Authorised Service Centre carries warranty against Manufacturing Defect for the period stated at Annexure D from the date of fitment. A part purchased over the counter and fitted elsewhere carries warranty against Manufacturing Defect in the part itself only, and not against any consequence of its fitment.

Accessories and merchandise are not covered against damage arising from installation, misuse, normal use, laundering, abrasion, exposure, or use with non-approved products.

Consumables and Wear and Tear items are not covered by any warranty after use. These include tyres, tubes, brake pads, brake shoes, brake discs, bulbs, fuses, cables, belts, bearings, rubber and plastic components, fasteners, cosmetic trims, and any item whose depletion is inherent in its function.

The Warranty does not cover, and no free remedy is available in respect of:

The Warranty in respect of a Product is void where any of the circumstances at Clause 18.1(f), (g) or (h) has occurred, or where the customer has made a claim supported by a false statement, an altered document, a manipulated odometer reading or a falsified service record.

Where the Warranty is voided in respect of a particular system or component only, the balance of the Warranty on unaffected systems continues, unless the voiding circumstance is such that its effect on other systems cannot reasonably be excluded. The Company shall state in writing which systems are affected and why.

A decision to void the Warranty shall be taken only by the Company, on the basis of a documented technical finding, and shall be communicated with reasons under Clause 37. It shall not be taken by a channel partner.

Repair of a Product, or Replacement of a component, does not restart, renew or extend the original warranty period. The original period continues to run from its original commencement.

A component replaced under Warranty carries warranty for the unexpired balance of the original Product warranty, or for [90] days from fitment, whichever is longer.

Where a whole Product is replaced under Clause 26, the replacement Product carries the unexpired balance of the original warranty period. It does not carry a fresh full-term warranty, because the Consideration was paid once and the warranty attaches to that purchase.

Time during which a Product is retained by an Authorised Service Centre for warranty Repair or Replacement, exceeding [7] consecutive days, shall be added to the warranty period, so that the customer is not deprived of warranty coverage for a period during which the Product was in the Company’s possession.

Where a customer reports a concern with a Product, the Company applies the sequence set out above under “The remedy ladder”. The Company proceeds to a tier only where the tier above it has been found not to be technically feasible, and records that finding.

The Company determines the applicable tier. That determination is made on technical grounds, is recorded in the job card, and is communicated with reasons under Clause 37. The customer may seek review under Clause 33.

The customer is not entitled to elect a tier. In particular, a customer may not require Replacement where Repair is technically feasible, and may not require Refund at any tier. This reflects the settled approach of Indian consumer forums to defect claims in motor vehicles, in which repair is ordinarily the appropriate remedy and replacement or refund is directed only where a defect is established as irreparable or persistently recurring.

Every remedy at Tiers 1 to 4 is provided free of charge where the concern is verified as a Manufacturing Defect and the Product is within Warranty. Where it is not, the position at Clause 32.4 applies.

No remedy is determined, and no remedy is refused, before diagnosis is complete. The customer shall present the Product at an Authorised Service Centre, or request a home or roadside assessment where the Product cannot safely be moved.

Diagnosis comprises physical inspection, reading of diagnostic and fault data, State of Health testing where a Battery is involved, review of service and charging history, and such further testing as the concern requires.

The customer shall be given the diagnostic finding in writing, in the job card or a separate report, stating what was tested, what was found, and whether the finding is a Manufacturing Defect.

Diagnosis is free of charge where a covered Manufacturing Defect is confirmed. Where it is not, the published diagnostic charge applies, and the customer shall be informed of that charge before diagnosis commences.

Where diagnosis shows the concern arises from software, firmware, calibration or configuration, the Company shall resolve it by update, recalibration, parameter correction or reset.

A concern resolved at this tier is fully remedied. The customer is not entitled to a further remedy at a higher tier on the ground that no hardware was replaced.

Where an update materially changes the behaviour of the Product, including its charging profile, performance calibration or a safety function, the Company shall inform the customer of the change.

Where a Manufacturing Defect is confirmed within Warranty and the affected component can be restored to its published specification, the Company shall repair it. Repair is the Company’s primary remedy and is the remedy the customer is entitled to receive.

Repair may include rectification, reworking, re-soldering, re-seating, re-sealing, harness correction, mechanical adjustment, resurfacing, or the replacement of a sub-component within the affected assembly. The replacement of a sub-component in the course of restoring an assembly is Repair and not Replacement.

Repair shall be carried out only at an Authorised Service Centre, by personnel certified for the work concerned, and using genuine parts and Company-approved procedures.

A repaired Product shall be restored to its published specification. Where a Repair leaves the Product not conforming to specification, the concern has not been remedied and the Company shall proceed to Tier 3.

The Company shall record every Repair in the Product’s service history, including the defect found, the work performed, the parts used and the date, and shall provide a copy to the customer. This record is the basis on which any subsequent claim of recurring defect under Clause 26.1(b) is assessed, and the customer should retain it.

The Company shall replace the defective component, free of charge under Warranty, only where diagnosis establishes that:

Where a component is replaced, the Company shall record in the job card the reason Repair was not possible. That record shall be provided to the customer with the reasoned decision under Clause 37.

A replacement component may be new, or an equivalent or reconditioned component of the same or functionally comparable specification meeting the Company’s quality standards. A reconditioned component carries the same warranty as a new component under Clause 20.2. The Company shall inform the customer where a reconditioned component is to be used and shall record the customer’s acknowledgment.

Replacement of a component is not, and shall not be represented as, a Return, Refund, exchange, cancellation of sale or replacement of the Product.

A component removed and replaced under Warranty becomes the property of the Company. The customer shall surrender it and may not retain it, because it is required for failure analysis, warranty audit and, in the case of a Battery, for routing into the Company’s take-back and recycling obligations under the Battery Waste Management Rules, 2022. The customer may inspect the removed component and photograph it before surrender, and may request a written record of its serial number and condition.

Replacement of the whole Product is exceptional. It arises only where the Product is within Warranty and the Company determines, on the basis of its technical records, that:

Where the Company replaces the whole Product, it shall supply a Product of the same model, variant and specification, or where that model is no longer manufactured, the nearest equivalent current model, without further charge to the customer save as provided in Clause 26.4.

The replaced Product carries the unexpired balance of the original warranty, in accordance with Clause 20.3.

Where a Vehicle is replaced, the customer shall be responsible for fresh registration and insurance in respect of the replacement Vehicle, and the Company shall reimburse the reasonable cost of fresh registration, road tax to the extent not transferable, and the unexpired premium loss on insurance, on production of receipts. The Company shall provide all documents required for cancellation of the original registration and for registration of the replacement.

The Product replaced becomes the property of the Company and shall be surrendered, together with its Battery, keys, documents and accessories supplied with it.

Replacement of the whole Product is not a Return and does not give rise to any Refund of the Consideration or of any statutory or third-party charge, save as provided at Clause 26.4.

The provision of any remedy at Tiers 0 to 4 is the discharge of the Company’s Warranty obligation. It is not a Return, a Refund, an exchange, a cancellation of the sale, an admission of liability beyond the Warranty, or an acknowledgment of any entitlement to any other remedy.

Acceptance by the Company of a Product for diagnosis or Repair, the issue of a job card, the retention of the Product, or the provision of a standby vehicle, does not constitute acceptance of a Return, admission of a defect, or approval of any claim.

No channel partner may represent a Repair or Replacement as a Return, refund, exchange, buy-back or cancellation, or issue any credit note reversing a sale, without the Company’s prior written approval.

Where a Vehicle is retained for warranty Repair or Replacement for more than [7] consecutive days, the Company shall, subject to availability, offer a standby vehicle or a reasonable mobility allowance at the rate published at Annexure E, for the period beyond that threshold.

Downtime support under Clause 28.1 is a service commitment and not compensation. It does not give rise to any claim for loss of use, loss of income or consequential loss, and is without prejudice to Clause 49.

The warranty extension at Clause 20.4 applies in addition to downtime support.

The Company commits to the turnaround times at Annexure E for acknowledgment of a reported concern, commencement of diagnosis, communication of the diagnostic finding, and completion of the determined remedy.

Where a remedy cannot be completed within the committed time because a part is awaited, the Company shall inform the customer of the expected date and shall update the customer at intervals of not more than [7] days until the remedy is complete.

Turnaround commitments are suspended for any period during which the Product is unavailable to the Company, the customer has declined a proposed remedy, a chargeable estimate is awaiting customer approval, or a Force Majeure event under Clause 51 subsists.

Where the Company fails to meet a turnaround commitment through its own default, the customer’s remedy is escalation under Clause 38, the downtime support at Clause 28, and the warranty extension at Clause 20.4. Delay does not of itself give rise to a Refund, to a right of Return, or to whole-Product Replacement, save where Clause 26.1(c) is engaged.

A “Manufacturing Defect” means a fault, imperfection or shortcoming in a Product that: (a) existed at the time the Product left the Company’s manufacturing, assembly or quality-control process, whether or not it was detectable at that time; (b) arises from an error or deficiency in design, materials, workmanship, assembly, calibration, software or quality control attributable to the Company; and (c) causes the Product to fail to conform to its published specification, to the standard required of it under Applicable Law, or to the standard a reasonable person is entitled to expect of a Product of that description and price when used normally.

A defect is a Manufacturing Defect irrespective of whether it manifests immediately or after a period of normal use, provided its origin is as described in Clause 30.1.

Whether a concern is a Manufacturing Defect is determined by technical diagnosis under Clause 32, on the basis of objective evidence, and not by the customer’s characterisation of the concern or by the Company’s commercial preference.

The following are not Manufacturing Defects and no free remedy arises in respect of them:

The fact that a concern is not a Manufacturing Defect does not mean the Company will not assist. The Company shall offer a chargeable remedy where one exists, and shall explain the finding under Clause 37.

The determination whether a concern is a Manufacturing Defect is made by the Company on the basis of diagnosis at an Authorised Service Centre, applying its published diagnostic procedures and using its approved equipment.

The Company shall make that determination on the evidence, shall record the evidence relied upon, and shall not refuse a claim without a stated technical basis. Where the evidence is inconclusive, the Company shall say so, and shall not treat inconclusiveness as establishing that the concern is not a defect.

The customer shall cooperate with diagnosis, including by presenting the Product, providing the documents at Clause 35, permitting diagnostic data to be read, and disclosing any prior repair, modification, accident or use of a non-approved charger or part. Failure to disclose a material matter, where the Company later establishes it, entitles the Company to revisit its determination.

Where diagnosis establishes that the concern is not a Manufacturing Defect, or that the Product is outside Warranty or within a warranty exclusion, the Company shall inform the customer, state the reason, and offer a chargeable estimate. No work shall be carried out on a chargeable basis without the customer’s prior approval of the estimate.

The Company shall preserve the diagnostic record, the job card and any replaced component for not less than [12] months, or for the duration of any pending dispute, whichever is longer.

A customer who disputes a determination under Clause 32 may, within [30] days of receiving the reasoned decision, request internal review. The review shall be conducted by a technical authority of the Company who was not involved in the original determination, and the outcome communicated in writing with reasons within [15] business days.

Where the customer remains dissatisfied after internal review, the customer may request independent technical assessment by a laboratory, testing agency or qualified automotive engineer mutually agreed between the customer and the Company. Where the parties cannot agree, the assessor shall be selected from the panel published at Annexure F.

The cost of independent assessment shall be borne by the Company where the assessment finds a Manufacturing Defect, and by the customer where it does not. The Company shall give the assessor access to the Product, the diagnostic data, the service history and any replaced component.

The Company shall implement the remedy indicated by an independent assessment that finds a Manufacturing Defect, applying the ladder at Clause 21.

Nothing in this Clause 33 requires a customer to exhaust internal review or independent assessment before approaching a consumer forum or any other authority, and the timelines in this Clause do not restrict any statutory limitation period.

A customer should report a concern as soon as reasonably practicable after noticing it, to the selling showroom, dealer, sub-dealer or any Authorised Service Centre, or to Company customer support at the contacts published at Annexure F.

Delay in reporting does not by itself defeat a claim. It may, however, affect the assessment where the delay has aggravated the damage, destroyed evidence of the original cause, or made the origin of the fault impossible to determine.

The customer should present, so far as available: the tax invoice; the warranty document; the delivery challan or acknowledgment; proof of identity; the registration certificate where the Product is a registered Vehicle; the service record; photographs or video of the concern; the odometer reading; and a description of when and how the concern arises.

The Company shall not refuse to register or diagnose a concern solely because a document is unavailable, where the Product and the customer’s entitlement can be identified from the Company’s own records. The Company maintains records of every sale against the chassis, motor and Battery pack serial numbers and shall use them.

Where the customer has lost the invoice or warranty document, the Company shall issue a duplicate from its records on request, subject to verification of identity and the published administrative charge.

The Company shall issue a job card on taking a Product in, recording the reported concern, the condition of the Product, the accessories accompanying it, the odometer reading and the expected date of communication of the diagnostic finding. A copy shall be given to the customer.

The Company shall take reasonable care of a Product in its custody and shall insure Products held at its facilities against fire and theft.

The customer may witness the diagnosis on request, subject to workshop safety requirements and to a mutually convenient time being arranged. Diagnostic work on high-voltage systems may be observed only from the designated safe area.

The Company shall communicate its determination to the customer in writing, whether the determination is to provide a remedy or to decline one.

A communication under Clause 37.1 shall state:

A determination shall not be communicated orally alone, and shall not be expressed merely as a refusal without reasons.

The Company operates a three-level grievance mechanism, with the contacts and timelines published at Annexure F: Level 1, the selling showroom, dealer, sub-dealer or Authorised Service Centre, which shall respond within [3] business days; Level 2, the Company’s regional customer service manager, which shall respond within [7] business days; and Level 3, the Company’s Nodal Grievance Officer, whose name, designation, address, telephone number and email are published at Annexure F and on the Company’s website, and who shall issue a final written response within [15] business days.

Every grievance shall be given a unique reference number at the point of first registration, and the customer shall be informed of it. The customer may track the grievance using that number.

The Company shall maintain a register of grievances recording the date of receipt, the nature of the concern, the action taken and the date of closure, and shall review it periodically to identify recurring defects requiring engineering attention or a service campaign.

Nothing in this Clause 38 restricts a customer’s right to approach a District, State or National Consumer Disputes Redressal Commission, the Central Consumer Protection Authority, or any other forum at any time. Use of this mechanism is not a precondition to doing so.

To preserve entitlement under the Warranty, the customer shall: use the Product in accordance with the owner’s manual and battery care guidance; charge only with an approved charger on a sound electrical supply; observe the prescribed service schedule at an Authorised Service Centre; apply safety-related software updates when made available; not fit non-approved parts, batteries, chargers or performance components; not have work performed by an unauthorised person; not tamper with, derestrict or modify the Product; preserve the invoice, warranty document and service records; and report a concern promptly under Clause 34.

The customer shall take reasonable steps to limit the consequences of a fault once noticed, and in particular shall not continue to use a Product exhibiting a safety symptom listed at Clause 34.2.

This Policy applies to and binds every authorised distributor, super stockist, dealer, sub-dealer, extension counter and Authorised Service Centre in the Company’s network, and is incorporated into the Company’s distributorship, dealership and sub-dealer agreements.

Every channel partner shall: disclose this Policy before accepting payment; display the point-of-sale notice conspicuously; obtain the signed acknowledgment at Annexure A at booking and again at Delivery; issue the invoice, warranty document and owner’s manual at Delivery; record the condition of the Product at Delivery; register and forward defect reports without delay; and escalate unresolved matters to the Company.

A channel partner shall not deny a customer access to the grievance mechanism at Clause 38 or withhold the Company’s contact details.

No distributor, dealer, sub-dealer, employee, agent or representative has authority to: accept a Return; grant a Refund; promise, offer or imply a Guarantee, buy-back, exchange, trial period, cooling-off period or money-back arrangement; vary the Warranty; extend a warranty period; waive a warranty exclusion; assure a specific real-world range, running cost, battery life, resale value or performance outcome; or otherwise vary this Policy.

Any such act or assurance is unauthorised and is void as between the Company and the channel partner. The channel partner shall indemnify the Company against any liability arising from it, and repeated breach is a ground for termination of that partner’s appointment.

A customer who has been given an unauthorised assurance should report it under Clause 38. The Company shall investigate and take corrective action, and shall record the outcome.

This Policy shall be disclosed to the customer before any payment is accepted, and not merely at Invoice or Delivery.

The customer shall sign the acknowledgment at Annexure A at two points: at booking, before payment of the booking amount; and again at Delivery, before the Product is handed over. Both copies shall be retained by the channel partner and uploaded to the Company’s system against the customer record.

The acknowledgment shall be explained to the customer in a language the customer understands. Where the customer is more comfortable in a language other than English, the vernacular version published by the Company for that State shall be used. The channel partner shall record which version was used.

The point-of-sale notice shall be displayed conspicuously at every point of sale, at the billing counter and at the delivery bay, in English and in the principal local language.

The Policy shall be published on the Company’s website in full, shall be accessible without login, and the link shall be printed on the invoice and the warranty document.

Where a booking is taken online, the customer shall be required to affirmatively accept this Policy by a separate action before payment, and the Company shall retain a timestamped record of that acceptance. Acceptance shall not be pre-ticked, bundled with unrelated consents, or inferred from continued browsing.

Where a Product is booked or purchased through the Company’s website, application, an approved marketplace listing or any other distance channel, this Policy applies in full, subject to Clause 43.2.

Where Applicable Law confers on a customer purchasing through a distance channel any right of cancellation, return or refund that is more favourable than this Policy, that right prevails to the extent of the inconsistency, and the Company shall honour it. The Company shall publish on the relevant channel the return and refund position applicable to that channel, and the contact details of its grievance officer.

For a Product delivered without prior physical inspection, the customer shall inspect it at Delivery and report any discrepancy in accordance with Clause 44.

Vehicles and Batteries booked online may require inspection at an Authorised Service Centre before a remedy is determined, given the nature of the diagnosis required.

The customer shall inspect the Product at Delivery, verify that it is the Product ordered and that the specification, model, variant, colour, Battery pack and accessories correspond to the invoice, and satisfy themselves as to visible condition.

A discrepancy reported under Clause 44.2 shall be corrected at the Company’s cost by supply of the correct Product, supply of the missing item, or rectification of the damage, as appropriate. Where the correct Product cannot be supplied within a reasonable period, the customer may cancel and receive a full Refund of the Consideration paid, including statutory and third-party charges to the extent recoverable, and the Company shall assist with recovery of those that are not.

The correction of a delivery discrepancy under this Clause 44 is not a Return, and Clause 6 does not apply to it. The Company delivering the wrong item, an incomplete item or a damaged item is a failure to perform the sale, not a change of mind by the customer.

Damage in transit to a Product dispatched to a customer address remains at the Company’s risk until Delivery is acknowledged, and Clause 44.3 applies to it.

Latent damage or a discrepancy not reasonably discoverable on inspection at Delivery may be reported when discovered, and shall be assessed under Part E.

Where the Company issues a recall or safety campaign, whether voluntarily or under Applicable Law, the affected remedy shall be provided free of charge irrespective of whether the Product is within Warranty and irrespective of any exclusion in this Policy, save where the condition giving rise to the recall has been caused or aggravated by tampering or unauthorised modification.

The Company shall contact affected customers directly, using the contact details in its records, and shall publish the recall on its website. Customers should keep their contact details current with the Company for this purpose.

A recall remedy is not a Return or Refund and does not give rise to either, save where the recall itself specifies replacement or refund as its remedy or where Applicable Law so requires.

Where any provision of this Policy is inconsistent with a mandatory right, the mandatory right prevails and this Policy shall be read as though the inconsistent provision were modified to the minimum extent necessary to give effect to it, or where it cannot be so modified, as though it were omitted.

No signature, acknowledgment or acceptance of this Policy by a customer operates as a waiver of any right that cannot be waived under Applicable Law, and the Company does not assert otherwise.

The Company’s liability under Chapter VI of the Consumer Protection Act, 2019 relating to product liability is not excluded by this Policy.

This Clause 46 prevails over every other provision of this Policy.

Notwithstanding Clauses 6 and 7, the Company shall provide a Refund or, at the customer’s election where both are appropriate, Replacement of the Product, in the following circumstances only:

A Refund under this Clause 47 shall be made to the original payment instrument within [15] business days of the entitlement being established, or within such shorter period as Applicable Law requires, and the Company shall inform the customer of the date of remittance and the transaction reference.

Where a Refund is made, the Company shall also refund statutory and third-party charges to the extent it is able to recover them, and shall provide the customer with the documents necessary to seek recovery of those it cannot.

The Company may in its absolute discretion approve a Refund or Replacement in a case outside this Clause 47. Any such approval shall be given in writing by an authorised officer of the Company, shall be expressed to be without prejudice and without admission, and shall not create a precedent or any entitlement in any other case.

The Company’s obligations in respect of product liability arise under Chapter VI of the Consumer Protection Act, 2019 and are not governed by this Policy. This Policy addresses the commercial remedies of return, refund, warranty and defect rectification, and does not address, limit or exclude liability for harm caused by a defective product.

A claim for harm caused by a Product shall be dealt with under Applicable Law and, where relevant, under the Company’s insurance arrangements. The customer shall report any such incident immediately under Clause 34.2 and shall preserve the Product and any affected component for investigation.

Subject to Clauses 46 and 48, and to the extent permitted by Applicable Law, the Company shall not be liable for indirect or consequential loss arising from a defect or from the time taken to remedy it, including loss of use, loss of earnings, hire or substitute transport charges, missed appointments, or loss of business opportunity.

Nothing in this Clause limits or excludes liability for death or personal injury caused by negligence, for fraud, for product liability under Chapter VI of the Consumer Protection Act, 2019, or for any liability that cannot lawfully be limited or excluded.

The Company may decline a claim, and where appropriate void the Warranty under Clause 19, where it establishes false statement, forged or altered documents, manipulated odometer or diagnostic data, altered or removed identification markings, concealment of unauthorised repair or modification, deliberate damage, a claim in respect of a Product not sold by the Company, or repeated abusive claiming.

A decision under Clause 50.1 shall be based on documented evidence, shall be taken by the Company and not by a channel partner, and shall be communicated with reasons under Clause 37, together with the right of review under Clause 33.

The Company reserves its rights and remedies under Applicable Law in respect of fraudulent claims.

The Company shall not be in breach of a turnaround commitment or a service obligation to the extent performance is prevented or delayed by an event beyond its reasonable control, including act of God, fire, flood, earthquake, epidemic, war, civil disturbance, strike other than of its own workforce, action of a Governmental Authority, failure of transport or utilities, or shortage of semiconductors, battery cells or other critical materials.

The Company shall inform affected customers of the nature and expected duration of the event and shall resume performance as soon as reasonably practicable. Warranty periods shall be extended by the duration of any resulting delay attributable to the event.

The Company shall process personal data collected under this Policy in accordance with the Digital Personal Data Protection Act, 2023 and its published privacy notice, for the purposes of verifying entitlement, providing the remedy, discharging safety and recall obligations, battery traceability, and complying with Applicable Law.

The Company shall retain job cards, diagnostic records, correspondence and grievance records for not less than [12] months from closure, or for the duration of any pending dispute, whichever is longer, and shall provide the customer with copies of records relating to that customer’s Product on request.

Each clause and each sub-clause of this Policy is severable. If any clause or sub-clause is held by a court, tribunal, consumer commission or regulatory authority to be void, unenforceable, unfair or contrary to Applicable Law, that clause or sub-clause alone shall be severed or read down to the minimum extent necessary, and the remainder of this Policy shall continue in full force.

In particular, a finding in respect of any one provision shall not affect the validity of the remaining provisions, and no provision shall be construed as dependent upon another save where this Policy expressly says so.

Clauses 46, 48, 49, 52 and 53 survive any termination of the relationship between the Company and the customer.

This Policy is governed by and shall be construed in accordance with the laws of India.

Subject to Clause 54.3, the courts at [●], India shall have jurisdiction in respect of any matter arising out of this Policy.

The Company may amend this Policy from time to time. Each version shall carry a version number and an effective date, and superseded versions shall be archived and made available on request.

The version of this Policy in force on the date of Invoice governs that sale. A subsequent amendment shall not apply retrospectively to a Product already invoiced, save where the amendment is more favourable to the customer or is required by Applicable Law.

The Company shall notify its channel partners of every amendment and shall require the updated acknowledgment and point-of-sale notice to be put into use from the effective date.