Service Program Terms & Conditions

Effective Date: May 28, 2025

  1. These Service Program Terms and Conditions (the "Terms") set out how Google’s authorised service provider, F1 Info Solutions and Services Private Limited ("Authorised Service Provider" or "ASP") supplies the Service Program to you. This Service Program (defined below) is a service provided to You by our ASP, having its office at D-245, D Block, Sector 63, Noida, Uttar Pradesh 201301

  2. These Terms will govern the Service Program offered by the ASP, when your Device requires service/repairs. It is clarified that this Terms would apply (in addition any other terms provided to You directly by the ASP) when you choose to repair Your device either through the (i) Mail-In Service Program (as defined below); or (ii) Walk-in Centers Service Program (as defined below).

    This Terms is in addition to, and does not affect, Your statutory rights or Your rights under any applicable manufacturer’s warranty.

  3. Definitions:
    1. "Address" means a physical street address in India that You submit on the Website(s) for pick ups and shipments relating to Your Device under the Service Program. (ASP asks that You do not change the Address during the period between Your sending in Your Device for repair and ASP returning Your Device to You.)
    2. "Anticipated Repair Cost" means the anticipated cost to repair Your Device that will be provided to You based on the information You submit on the Website(s).
    3. "Customer" or "You" means you, the Device owner, or a person having legal authority to make decisions about the Device, and who has accepted this Agreement.
    4. "Device" means Your Device that qualifies for the Service Program, as described on the Websites.
    5. "Mail-in Service Program" means the service provided to You by our ASP through the Website(s), enabling You to send in your Device for Repair or Replacement through mail-in, subject to this Agreement.
    6. "Repair" means services to address defects in material or workmanship of Your Device.
    7. "Replacement" means the provision of a refurbished and tested device which is the same manufacturer and model as Your Device.
    8. "Updated Repair Cost" means the actual cost to repair Your Device determined by the ASP after receiving and inspecting Your Device (which may vary from the Anticipated Service Cost).
    9. "Walk-in Centers" or "WIC" means Google branded exclusive walk-in centers owned and operated by the ASP; and multi-branded walk-in centers owned and operated by ASP.
    10. "Walk-in Center Service Program" or "WIC Service Program" when You opt to Repair your Device at the Walk-in Centers, by delivering it at the Walk-in Centers.
    11. "Website(s)" means https://store.google.com.
  4. YOU CONFIRM THAT:
    1. You are at least 18 years old and have the legal capacity to participate in this Service Program.
    2. You are the only owner of Your Device and no other third party holds any rights of any kind in Your Device (including installment or leasing programs).
    3. All information You submitted on the Website(s) as part of the Service Program (personal information and Device-related information, including Device type and condition) is true and accurate, and that You have read and understood Google’s Privacy Policy and the ASP’s Privacy Policy/Notice before submitting Your information.
  5. SERVICES:
    1. SIM Card Removal: Before sending in Your Device to our ASP or dropping your Device at the Walk-in Center, please remove all SIM cards and memory cards, unless asked otherwise.
    2. Data Backup: Before sending in Your Device or dropping your Device at the Walk-in Center, ensure that You backup all data, software, and programs on Your Device to a different medium or device, because all data, software, and programs on Your Device will be completely and permanently erased by ASP before inspection and Repair / replacement.
    3. Correct Device: Ensure that You send in the same Device that You ordered the Repairs for on the Website(s). If You send in a different Device (that does not match Your repair order), ASP will return the device to You without making any repairs.
    4. To proceed with the inspection of your Device, You can opt for (i) delivering the Device in person at the Walk-in Centers, i.e. WIC Service Program or (ii) by couriering it to the ASP, i.e. Mail-in Service Program.
    5. Unauthorized Parts: If You send a Device containing non-Google-authorized parts for Repair, in certain situations (e.g., safety), ASP may not be able to repair Your Device. ASPwill return Your Device except when health or safety requirements prevent us from doing so. If ASP can’t return Your Device, Google will work with You on next steps.
    6. Services request and Cancellation: When placing an order on the Website, You will choose the level of service required to repair Your Device at the Anticipated Repair Cost. After ASP receives Your Device (either through walk-in or mail-in), You will receive an email confirming receipt of Your Device from the ASP. Should ASP determine on inspection of the Device that additional Services are required, Google or ASP will provide You with the additional information about the main characteristics of the additional Repair or Replacement Services for Your Device as well as the Updated Service Cost, including all taxes. Where additional repairs are required, ASP will obtain Your online approval to the Updated Service Cost before making any repairs.

      The Repair services will address defects in material or workmanship of Your Device – not issues relating to software or data failures or incompatibilities on Your Device. ASP may use parts that are refurbished or like-new (in performance and reliability) to repair Your Device. All replaced (removed) parts will become ASP’s property and You waive all rights under applicable laws to the replaced (removed) parts.

  6. Payment:

    If you opt for service/repair of your phone through the Mail-in Service Program, once the Device has been inspected (and where applicable any Updated Repair Cost has been approved by You) , payment will be taken automatically by Google via the mode of payment availed by You. Such payment will be subject to the Google Payments Terms of Service and Google Pay terms, basis the payment mode made available by Google to you. If you choose to repair Your Device through the Walk-in Centers Service Program, then the payment towards repair cost will be made directly to the ASP; and such payments will be governed by the ASP’s payment terms.

    Should you wish to cancel the Repair services:
    1. Before the Repair services have commenced, ASP or Google (as applicable) will reimburse all payments received from You without delay;
    2. Once the Repair services have commenced, ASP or Google (as applicable) will reimburse the Agreed Repair Cost (or Updated Repair Cost as the case may be) but will withhold an amount equal to the Repair services already carried out .

    If Repair of Your Device is not possible, ASP will return Your Device to You without making any repairs. You may be charged for diagnosis of Device by the ASP, if your Device is out of warranty.

    Warranty: ASP will use a reasonable level of skill and care when carrying out Repair services under the Service Program. If a non-conforming service is provided or a defect arises in a replacement part or product, ASP will, at its option, either (a) re-perform the Repair services, (b) repair or replace the part or product, or (c) Google will refund any payments made for the Repair services, if repair for Device is done through the Mail-in Service Program; and ASP will refund any payments made for the Repair Service, if repair for device is done through the Walk-in Center Service Program. Where (a) or (b) is unsuccessful, You are entitled to a refund for any payments made for the Repair Services.

    Undeliverable Device (for Mail-in Service Program): If delivery of Your Device could not be completed at Your Address, authorised logistic partner will reattempt delivery one more time and, if unable to be completed, Your Device will be returned to ASP and You will be contacted by Google requesting you to confirm a suitable time at which when we can reattempt delivery of the Device. Please note, if you fail to collect your Device within 60 days from the date of ASP or Google contacting you to deliver Your Device, we may dispose of Your Device, post which You will not be entitled to compensation or a replacement.

    Failure to collect Device from Walk-in Centre (for WIC Service Program): In the event you have opted for Repair services program through WIC Service Program, and if you fail to collect your Device within 60 days from the date of ASP contacting you to pick up Your Device, we may dispose of Your Device, post which You will not be entitled to compensation or a replacement.

  7. One Device: In order for repairs to be carried out efficiently, ASP requests that You send in/deliver only one Device per repair order. If You require repair for more than one Device, please submit separate repair orders for each Device requiring repair.
  8. Accessories: Please do not send in a Device with accessories, unless requested otherwise by ASP. We cannot guarantee the safety of any accessories sent in and we cannot guarantee that such accessories will be returned to you, if not required.
  9. Data Protection and Privacy: As part of the Repair Program we may process your personal information, for example, information that you provide us through the Website. We will only use your personal information as set out in our Privacy Policy. For any information shared with and processed by the ASP, you will be governed by ASP’s privacy policy.
  10. Repair vs Replacement: ASP will endeavour to Repair Your Device, where it is practicable and cost-effective to do so, and a Repair can be carried out within a reasonable timeframe. Where ASP determines (in its sole discretion) that it will only offer a Replacement, you will be offered the choice of taking the Replacement or having your original Device returned to You.
  11. DISCLAIMERS & WAIVERS:
    1. ASP and Google are not responsible for data loss, data recovery, or any related damages under this Service Program. It is Your responsibility to backup all personal data, software, and programs from Your Device before shipping it to ASP. All Devices will be reset before repairs are carried out.
    2. ASP shall be solely liable to You: if the repair services provided were faulty or imperfect or deficient or inadequate in quality, which did not conform to Google’s standard guideline provided to the ASP; or ASP has altered or modified the product and such alteration or modification is not in conformance with the warranty policy, which has caused You harm.
    3. In no event Google shall be held responsible for actions or inactions of ASP, including but limited to, breach of this Agreement.
    4. It is further clarified that if You give your device to ASP for Repair through Walk-in Center Service Program either at the (i) exclusive walk-in centre or (ii) multi-brand walk in centre, You may be additionally governed by the terms and conditions of the ASP. Further, Google shall have no liability any act of negligence, actions or inactions that causes harm to You within the premises of the ASP’s walk-in center.
    5. We may change the terms and conditions of this Agreement to, for example, reflect changes to the law or changes to the Service Program. Notice of changes to this Agreement will be posted on this page. Where Your Device is currently under Repair at the time of such change, the amended/updated Terms and Conditions will not apply to You and the Terms and Conditions applicable to such repair will be those in force on the date You first submitted Your online repair order.
    6. Nothing in these terms limits or affects any legal rights You may have under consumer law and that may not be limited or excluded by contract.
  12. GOVERNING LAW & DISPUTE RESOLUTION: The laws of India will apply to any dispute arising out of or relating to this Agreement shall be governed by the laws of India and courts of New Delhi will have exclusive jurisdiction.
  13. MISCELLANEOUS:
    1. Events Outside ASP’s Control. Neither ASP nor Google will be liable for delay in performance to the extent caused by circumstances beyond its reasonable control. ASP will take steps to minimize the effect of any delay. If there is a risk of substantial delay You may contact our ASP to end this Agreement and receive a refund for any repairs paid for but not carried out.
    2. No Agency. This Agreement does not create any agency, partnership, or joint venture between the parties.
    3. Severability. If any term (or part of a term) of this Agreement is invalid, illegal, or unenforceable, the rest of this Agreement will remain in effect.
    4. Contact us. If You have any questions or complaints, You can contact Google Support.