Roadside Assistance

Geographical area includes the following States / Union Territories:

Andhra Pradesh, Assam, Bihar, Chandigarh, Chhattisgarh, Dadra & Nagar Haveli, Daman & Diu, Delhi, Goa, Gujarat, Haryana, Himachal Pradesh, Jammu City, Jharkhand, Karnataka, Kerala, Madhya Pradesh, Maharashtra, Orissa, Pondicherry, Punjab, Rajasthan, Tamil Nadu, Telangana, Uttarakhand, Uttar Pradesh, West Bengal

Services will not be provided in the following areas

Andaman Nicobar Islands, Lakshadweep Islands, Rest Of Jammu & Kashmir North Eastern States

Services will not be available in the following areas due to local conditions

Chhattisgarh – Dantewara, Bijapur, Jagdalpur, Narayanpur, Kanker, Raigarh Madhya Pradesh – Mandla, Morena, Bhind, Balaghat, Datia

Scope of service- Road Side Assistance for two-wheelers

1CoverageService is available PAN India to Customers in locations as mentioned in Annexure 1.
2Coverage in North East and J&KHBRPL will try to provide road side assistance in North-East States and Jammu and Kashmir subject to local demographic, geographic and climatic conditions. Delivery of service in these areas cannot be committed and in case any service is lined up, SLAs will not be applicable
 Coverage In IslandsHBRPL will not provide RSA services in Islands
 Assistance in hilly terrainsDue to extreme climatic and road conditions of certain states & hill stations which are geographically defined as hilly terrains can be excluded from SLA.
   
3Onsite support for Minor repairsAssistance during minor mechanical and electrical faults which can be repaired on spot. Onsite repair include (a) Flat tyre Assistance
4Rundown of BatteryIn case of breakdown due to battery failure, customer can opt for towing of the vehicle to nearest dealership or at home.
5Flat TyreIn the event that the Vehicle has a puncture, HBRPL shall support the Customer in repairing the flat tyre. This service will be available only between 8 AM and 6 PM every day. This service is based on the availability of tyre repair shop near the breakdown location. All the cost related to rendering such service will be charged to customers.
6Towing AssistanceMechanical Towing:- In case the vehicle cannot be repaired on spot due to mechanical breakdown, HBRPL will tow the vehicle to the nearest recommended workshop/desired location of customer. Towing will be free for first 40 Kilometers based on Garage-to-Garage movement.
Additional Towing:- Additional towing kilometers above 40 KM will be charged to customer which ranges between Rs.20 to Rs.30 per KM depending upon the terrain/geography where the breakdown occurred. Any towing for longer distances beyond 40 KM will be activated only after the customer makes online payment (NEFT/Mobile Banking/PayTM). In case a customer fails in making online payment for additional towing kilometers, HBRPL can decline the services to that customer. Receipts will be provided for additional kilometer Charges only based on request.
Accidental Towing:- In case the vehicle cannot be repaired on spot due to an accident, HBRPL will tow the vehicle to the nearest recommended dealer provided the customer has completed police/insurance/survey formalities.
During the Program period a customer (bundled/retail) is eligible for 3 times free assistance including towing as specified under the proposed financial structure of this proposal.
SLA will not be applicable for towing cases.
7Incidental expenses during towingInterstate charges, toll and levies as well as all other government taxes shall be borne by the Customer. In case the nearest dealer is in other state, Customer has to bear all the transit charges (tolls, permits and other applicable government taxes) and SLA’s will not be applicable
8Assistance over CallIn the event of Customers calling in for support, HBRPL shall understand the basic problem prior to offering solutions, based on the training provided by Okinawa. Some minor issues can be supported over the phone pertaining to minor issues and basic troubleshooting.
9Taxi AssistanceIf the Vehicle cannot be repaired on road. HBRPL will tow the Vehicle to the nearest dealership. To help Customer continue with his journey, HBRPL will provide taxi assistance from breakdown spot and the cost will be borne by the Customer at actuals. HBRPL will not guarantee the availability or quality of the taxi assistance offered to the Customer.
10Coordination In Extraction or Removal of VehicleIn the event of Vehicle being stuck in a ditch, pit or valley, coordination to be done with external agencies where ever possible. Cost and any consequential damage during the process will be borne by the Customer.
 Support for Vehicles in Underground or Roof top ParkingIn the event that the vehicle is immobilized due to any breakdown or accident and is in underground/rooftop parking. HBRPL will use all possible ways to bring the vehicle to suitable place where the services can be provided. The cost of bringing the vehicles from underground parking or roof top parking to road and any consequential damage in this process shall be borne by Customer. SLAs not applicable in such cases
11Key ServicesVehicle will be towed to nearest dealership.
OR
If spare key is available in the same city, assistance will be offered to collect and handover if possible.
To avail this, customer has to prove his ownership of the vehicle by showing appropriate documents/evidences.

Events not covered under Road Side Assistance

  1. Battery Indicator Not Working.
  2. Speedometer not working. Horn is not functioning.
  3. If the horn is sounding continuously, the Assistance Services will be provided.
  4. Faulty security system unless the vehicle is immobilized or unless the alarm is sounding continuously.
  5. Other non-safety related lights/service warnings are illuminated.
  6. Vehicle pick up and drop for routine maintenance is not included.

Special Exclusions

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

  1. 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, any natural calamity that makes the provision of the assistance impossible, atmospheric phenomena, nuclear transformation phenomena or radiation caused by artificial acceleration of atomic particles
  2. Breakdown is caused by deliberate damage, vandalism or participation in a criminal act or offence
  3. The immobilization is resulting from damage caused by intervention of the police or other authorities
  4. Any damage resulting from the use of the vehicle against the recommendations of the owner manual
  5. Any consequential costs and/or damage to property as a result of a breakdown
  6. Vehicles kept in a non-roadworthy condition or not serviced in accordance with the manufacturer’s recommendations
  7. Vehicles used in non-motoring roads
  8. Abusive behavior of the Customer, any fraudulent representation, malicious intent or suppression of facts vital to the rendering of Services.
  9. When the driver of the vehicle is found to be in any of the situations that are indicated below: a. In state of intoxication or under the influence of alcohol, drugs, toxins or narcotics. b. Riding without permission to drive or not having corresponding license for the category of the Vehicle or documents not in proper or valid state.
  10. Any event where breakdown is caused by deliberately inflicted damage, vandalism or participation in a criminal act or offence
  11. Any history where the Customer has on prior occasions misused or abused the services.
  12. Accidents resulting from the illegitimate removal of the Vehicle.
  13. Accidents or breakdowns that occur when the Customer or the authorized driver have infringed upon the regulatory ordinances as far as the requisites and number of persons riding.
  14. Any vehicle involved in or liable to be involved in legal case prior to or post immobilization or which is to be kept in an as-is state as evidence or for any legal requirements.
  15. Vehicle lacking documentation or requirements such as technical inspection of the Vehicles, obligatory insurance etc. legally necessary to ply on public roads.

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