Sanganak Labs LLP TERMS AND CONDITIONS for use of its site and services

Upon using the Online Chat and/or Per Call Phone Support Service or the historical Sanganak Labs LLP Subscription Membership you agree to be bound by these Terms and Conditions.

DEFINITIONS

1.1 In these Terms and Conditions:

“Sanganak Labs LLP” means all products and services offered including the Online Chat, Per Call Phone Support Service or the Sanganak Labs LLP service.

“Sanganak Labs LLP Business” means the product and services designed specifically for Individuals, home users, business users, customers with a company name, customers with a SoHo, startups,, or any other profit or non-profit organisation.

“Member” means any person who has purchased a Sanganak Labs LLP product and/or services.

“Membership” means belonging to the Sanganak Labs LLP service for the specified period.

“Online Chat” means computer and technology assistance via any Online Instant Messaging (IM) Chat Application(s) that Sangank Labs LLP has chosen to utilise for this service.

“Per Call Phone Support Service ” refers to the break / fix Per Call Phone Support Service paid for on a per-call basis usually charges minutes.

“Period” means the specified length of time from the commencement date for the duration of the Membership.

“Remote Access Support” means one of our technical experts may, if necessary, remotely access your computer or device to assess a problem, either to fix it or provide advice on available options to fix it.

“Remotely Accessible Device” means your smartphone, tablet, or desktop/laptop computer. Note: Devices must be connected to a reliable broadband internet connection and there could be a good change that not all devices are capable of being remotely accessed.

“Services” means computer assistance, maintenance and support, operations provided over the phone and through Remote Access Support and (where necessary) via a on-site visit from one of our technicians.

“Session” means a period of interaction with our services through online chat, phone and/or remote access.

“User” means any person who uses any Sanganak Labs LLP Service.

“we”, “us” or “our” means the company detailed above trading as Sanganak Labs LLP.

“your“, “you” means the User or Member and includes a duly authorised representative of the User or Member.


SERVICES (Sv)


Sv.1 The Online Chat service is a service that provides computer and technology assistance via an Online whatsapp Chat Application. The Online Chat service is designed to act as a first-tier help and advice service for basic issues with your technology.


Sv.2 The Per Call Phone Support Service is a service that provides computer and technology assistance over the phone and/or with Remote Access Support where we deem it is required. The Per Call Phone Support Service is an escalated level of support beyond that provided by the Online Chat service.

Sv.3 The historical Sanganak Labs LLP service that provides computer and technology assistance over the phone with Remote Access Support where we deem it is required.

Sv.4 You can utilize any of the Sanganak Labs LLP services as often as you like, as long as you are acting within our POLICY OUTLINED IN SECTION A


Sv.1 In consideration of the Fees, we will perform the Services in accordance with these Terms and Conditions.

Sv.2 At the beginning of the on-site visit:

(a) we will try to diagnose any problem described by you; and

(b) we may provide an estimate of the time required to provide any Services.

However, we do not guarantee any diagnosis or estimate of time will be accurate.

Sv.3 The duration of the on-site visit will be agreed with you. If the Services are not complete within that duration, we will discuss the options available, which may include extending that on-site visit, arranging another on-site visit or abandoning the Services. You may stop a on-site visit at any time subject to clause stated earlier.

Sv.4 Regardless of clauses 3.2 or 3.3, once a Call Out commences, you must pay the Fees for that on-site visit, including the Minimum on-site visit Fee.


Sv.5 To enable us to undertake the Services:

(a) you must provide us with all information, assistance, co-operation and access to premises and equipment that we may reasonably require to undertake the Services; and

(b) you, or some person over 18+ years of age, must be present while we provide the Services.



SECTION A

A.1 All Users of the Sanganak Labs LLP Services are subject to this Use Policy.

A.2 Your usage of the Sanganak Labs LLP Services must be fair, reasonable, and not excessive as reasonably determined by us with reference to average and/or estimated typical customer usage of the Sanganak Labs LLP Services. You must not use the Services for unlawful, fraudulent, or otherwise illegal activity. We reserve the right to restrict the length of time we spend with a Member / User on any particular call having regard to the nature of the issue the Member / User is calling about, the current volumes of calls at the time and the number of calls that Member / User has made within the current week. You acknowledge and agree that except in exceptional circumstances, a Per Call Phone Support Service session shall not exceed 15 minutes and a single Online Chat session or Sanganak Labs LLP Subscription session shall not exceed 20 minutes roughly.

A.3 If, in our reasonable opinion, we think your usage of the Sanganak Labs LLP is excessive or otherwise unfair, we may refuse or limit your access to the Service(s). We consider excessive use to be a continuing and unreasonably disproportionate use of the service when compared to other users.

A.4 We may require that the following steps be followed if we consider a Sanganak Labs LLP Subscription account to be showing excessive use:

Quarter 1: We may contact individual Members identified as having excessive usage compared with the average typical usage of all Sanganak Labs LLP Subscription Members, to discuss their usage needs. Where the Member has a Sanganak Labs LLP Subscription Home Membership, the comparison shall be made with reference to other Sanganak Labs LLP Subscription Home Members. Where the Member has a Sanganak Labs LLP Subscription Business Membership, the comparison shall be made with reference to other Sanganak Labs LLP Subscription Business Members. Where a peak in usage occurs but is not expected to continue, no alternative arrangements are necessary.

Quarter 2: If the excessive usage continues in a second quarter, we will discuss an alternative plan and may require you to enter into a replacement contract setting out different charges.

Quarter 3: If the excessive usage continues into the third quarter, the Member may be informed that their access to the Sanganak Labs LLP Subscription Service(s) will be limited, suspended or terminated access altogether.


WARRANTY(W)

W.1 We warrant that we will always use reasonable skill and care in undertaking the Services.

W.2 All statements, technical information and recommendations made by a manufacturer and/or us about the Services are believed to be reliable, best based on our experience and knowledge, but do not constitute a guarantee or warranty express or implied by us to you.

W.3 You warrant that you are authorised to access the use of the laptops, computers, data storage or devices, software, information or other material made available by you and it will not breach any third party rights, where-as you would be having primary responsibility of safeguarding data.

W.4 We warrant that we will use reasonable skill and care in undertaking the issues to offer our Services or services with associated product.

W.5 No warranty is given for the any Products or Services where any failure or defect results from: –

(a) improper storage or handling of the Products by you, your employees, agents, representative or customers;

(b) use, installation, configuration, modification or alteration (including repair) of the Products other than as recommended or authorised in writing by the manufacturer or us;

(c) wear and tear on the Products;

(d) failure to maintain the Products in accordance with any care or maintenance instructions provided by us or the manufacturer; or

(e) any other matter or event specified in relation to a specific Product as invalidating or being excluded from any warranty.


W.6 We have no obligation to install, configure, customise or provide any other Service in relation to any IT services offered or Products repaired or replaced due to a breach of any warranty.

W.7 Other than the warranties set out in these Terms and Conditions, all other express or implied warranties in respect of the Services and Products are excluded to the fullest extent permitted by law including, but not limited to, implied warranties of merchantability or fitness for a particular purpose. All statements, technical information and recommendations made by the manufacturer and/or us about the Services or Products are believed to be reliable, but do not constitute a guarantee or warranty express or implied by us to you.

W.8 You warrant that you are authorised to arrange each On-site visit and, in providing the Services or Products or in-combination, our access to your premises, use of the equipment(s), software(s), information or other material made available by you will not breach any third party rights.

 

LIMITATION OF LIABILITY (LL)

LL.1 While our phone-based technical experts will strive to keep their diagnosis as accurate as possible, there may be a requirement for an on-site technician visit. Under these circumstances, additional non-refundable cost may apply at the standard Sanganak Labs LLP service rates.

LL.2 It is your responsibility to have a reliable and safe backup of your data.

LL.3 In no event will we be liable to you, other than the extent permitted by law, for:

(a) loss of profits or savings, loss of goodwill or opportunity, loss or corruption of data, or wasted staff time; or

(b) loss, damage, cost or expense of any kind whatsoever which is indirect, consequential, or of a special nature, arising directly or indirectly from any Services supplied by us to you, even if we had been advised of the possibility of such loss, damage, cost or expense.

LL.4 We are not responsible for any losses you may suffer arising from your use of (or failure to use) any anti-virus software.

These Terms and Conditions are subject to change at any time and without notice.


TERMS AND CONDITIONS [GENERAL – G]

This document sets out the terms and conditions upon which Sanganak Labs LLP, as Sanganak Labs LLP, will provide you Services and/or Products or both.


By using any of our services and/or products, you agree to be bound by these Terms and Conditions.

 

1. DEFINITIONS

G.1 In these Terms and Conditions:

“Call Centre Hours” means 9am to 6pm on any week days other than Saturday which is 9am to 2pm and virtually closed on Sunday.

“On-site” in-person visit means a single client(s) physical locations visit made by us for the purpose of providing Services and/or Products, whereas currently our On-site client service model covers a radius of approximately 5 km from Marathahalli, Bangalore.

“Cancellation Fee” (charges) means a fee of 350/- Rupees excluding GST for cancelling a Call Out other than in accordance with clause stated earlier; and which is intended to recompense us for our reasonable costs incurred in responding to your Call Out which you have not cancelled in reasonably adequate time.

“No Show Fee” (charges) means a fee of 350/- Rupees excluding GST for non-attendance by the customer at a Call Out which results in our technician not being able to execute the Call Out as booked.

“Fees” means (charges), for each On-site visit, the applicable Minimum On-site visit Fee plus the applicable Incremental Fee set out below plus any Product Fee:


The Incremental Fee applies for each stated period after the first hour of the On-site visit. The period of each On-site visit within the Region will commence from the time we arrive at your premises. The period for each On-site visit outside the Region includes our travel time. Minimum On-site visit Fees outside Working Hours will apply where any of the first hour of the On-site is outside Working Hours. Incremental Fees outside Working Hours will apply where any of the applicable period for that Incremental Fee is outside Working Hours;

“Information” has the meaning given to that term earlier;

“Products” means any hardware, software or other products provided by us and for clarification it is important to note of these Terms and Conditions relating to the purchase of software;

“Product and or Services Fees” means the fees or cost quoted by us for any Product and or Services purchased by you;

“Region” means the region of operation currently for on-site it is a radios of 5 Km from Marathahalli, Bangalore (Karnataka).

“we”, “us” or “our” means the company detailed above trading as Sanganak Labs LLP for its services offered from the its B2C website www.sanganaklabs.co.in;

“Working Day” means any day other than a Sunday, a statutory public holiday in the Region or a Saturday in relation to which the previous Friday or following Monday is a statutory public holiday in the Region;

“Working Hours” means 9am to 6:30pm on any Working Day; and

“you” or “your” means the customer its agent and employees or any person acting on behalf of and with the authority of the customer that requested the On-site visit.

 

ON-SITE (OS)

OS.1 Where you arrange a on-site visit, we will attend the premises for that on-site visit at the arranged time.

OS.2 To cancel or stop a on-site visit, you must advise one of our telephone operators before the end of the last Call Centre Hour on the previous Working Day. If you cancel a on-site visit other than in accordance with this clause, you must pay a Cancellation Fee for that on-site visit. If you fail to cancel a on-site visit and you do not attend the on-site visit at the agreed time and location you must pay a No Show Fee for the on-site visit.


PRODUCT OWNERSHIP AND RISK (PR)

PR.1 Where agreed with you, we will provide Products as part of a on-site visit and subject to these Terms and Conditions.

PR.2 Ownership of products remains with us until payment is made in full from cleared funds for the Products.

PR.3 We supply the Products to you on condition that we have a purchase money security interest in the Products.

PR.4 If you fail to make payment in whole or part for the Products you have ordered, we may re-possess and re-sell or retain the Products and may for that purpose enter upon your premises or any other premises upon which the Products are situated at any time and without notice and without being in any way liable to you or any other person or entity.

PR.5 The risk of any loss or damage to any of the Products sold, or deterioration of the Products, due to any cause whatsoever shall pass to you upon delivery of the Products. If the Products remain in our possession owing only to the failure by you to accept the Products at your request, such Products shall be at your risk.

 

PAYMENT (Py)

Py.1 We will invoice the Fees for each on-site visit at the end of the visit and you must pay those Fees to us at the end of the visit.

Py.2 Any other amounts payable under these Terms and Conditions, including Cancellation Fees, will be payable immediately upon issuance of our invoice.

Py.3 Depending upon whether any further services or work may be required to be carried out by us following out diagnosis of the problem described by you or any Products you may order to be supplied to you, we may require a deposit to be paid by you on account of any additional service cost we may reasonably incur or on account of the Product Fees.

Py.4 Payment must be made in cash, Electronic Funds Transfer, approved credit card, or our Razorpay payment gateway / internet banking. If using internet banking, you must provide us a printed copy of the confirmation of payment printed from your internet banking screen at the completion of the on-site visit.

Py.5 If you do not pay on time, you must pay interest to us (interest rate application at that month/time of the year) annum from the Due Date until the date payment is received by us in full and you must pay any additional administration and debt collection costs (including legal costs).

Py.6 If your account is in default, we may cease work on any matter for you until the default is remedied.


IMPORTANT NOTICE: (IN)

IN.1 You acknowledge and agree that if you have ordered Products comprising software by through us and that software has been installed by us and the software licence is activated either on your computer or a computer you have agree to purchase, then it is not reasonably practicable to remove the software installation or de-activate the software. In that event and for that reason once you have ordered the software with the instruction to proceed with installation, you agree that you shall be committed to that purchase of the software and subject to these Terms and conditions and the software cannot be returned. We can still try to maintain a good relations with you so, would prefer to a acceptable due diligence to support you better the best way possible to our business.

IN.2 Once you have confirmed your order with us for the supply of any Products, then unless we are unable to supply such Products upon the terms specified, you will be committed to the purchase of those Products and have no right of cancellation or refund of monies paid but subject at all times to these Terms and Conditions and your rights under the Consumer protection act.


CONFIDENTIALITY AND PRIVACY (CP)

CP.1 We will maintain as secret and confidential all information we obtain from you in providing the Services and will not use that information for any reason other than as necessary for providing the Product or Services or both or informing and updating about our products and services (Facilitating our business to serve you better to improve our services) . This obligation will not apply to information we may be required to disclose by law.

CP.2 You authorise us to collect, retain, use and provide to our staff and agents any personal information (“Information”) about you for the purposes of credit approval, meeting our obligations to you, marketing, sales, and enforcing our rights against you. [Kindly ref. our privacy policy at our site]


Please note :- This term and condition is a live document which is still evolving and would have different aspects detailed here will be changed, updated, modified without notice.