Service Conditions & Exclusions

Working guide identifier: SS-SERVICE-DELIVERY (not a recovered signed source identifier)

This guide brings together the v2 accessible-service scope and the owner-approved visit rules. It must link to the applicable Home, Commercial or Furniture agreement and the correct approved coverage document rather than present the Home agreement as universal.

Service scope

Sarv Shield is a paid repair-and-maintenance service contract for the registered property or product. Accessible components are those that can be reached without breaking walls, floors or ceilings. Structural work, civil work and concealed work fall outside that accessible scope. The two exclusions are damage already present and recorded at the survey/verification, and deliberate damage or misuse.

Service requests and visits

Raise a service request through your member account, care@sarvshield.com or the published phone number. We record the reported fault, photographs, assessment, decision and work performed. Return trips to finish the same accepted work do not create an additional service visit. A second missed appointment for the same request uses one service visit. A visit postponed by Sarv Shield does not use a service visit. Your account displays service visits used and remaining.

Work and member cooperation

Provide accurate information, safe access and an agreed appointment. Covered labour, travel, materials and parts are arranged through Sarv Shield. Technicians have no payment authority. There is no cash payment. Any work you choose beyond the plan requires a written quote and your acceptance before it begins. Report workmanship concerns through the service-request and complaint process; correction of our own workmanship does not use another service visit.

Internal service fairness

In an exceptional year where the value of work goes beyond four times your plan fee, we will talk to you before we continue. Valuation uses Sarv Shield's confidential internal service rate card. This clause does not establish a cash balance or cash substitute for service, and that internal rate card is not displayed in the member account.

Payment, cancellation and refunds

Fees exclude GST. GST at 18% is added; the checkout or partner payment summary shows the fee, any approved discount, GST and total payable before payment. A GST invoice is issued in the customer's name, whoever paid. Before activation, cancellation refunds are allowed. Commercial measured-area overpayment is settled before activation. After activation, the plan fee is not refundable and there is no pro-rata refund, including on termination or inability to arrange a furniture repair/replacement. Refunds are processed within 15–30 bank working days after acceptance of the refund request, under the Refund and Cancellation Terms. Bank working days are Monday to Friday, excluding applicable bank holidays in Gujarat.

Documents and account

The Membership Certificate identifies the registered property/product, member, membership period and applicable service visits. Keep the accepted agreement and consent version with its acceptance record. Previously accepted versions are not replaced by later drafts. Members sign in using the registered mobile number and OTP. A provider-backed electronic signature is not presented as completed unless it has actually been verified.

Support and complaints

Start general enquiries and service complaints at care@sarvshield.com. Escalate according to the Customer Support and Grievance document to grievance@sarvshield.com. Data-related complaints start at privacy@sarvshield.com. The applicable Privacy Notice governs handling of personal data and photographs.

Rights required by law

Nothing in this agreement removes any right under the Consumer Protection Act, 2019 or another applicable law. Where a contract term conflicts with applicable law, the law applies.

Acceptance record

Your acceptance record identifies you, the registered property or product, the agreement code and version, the acceptance date and time, and verified acceptance evidence. A blank form or draft does not establish acceptance.