- The territorial scope of HelpFirst shall be within municipal limits of the city. The scope of the services shall cover Republic of India, excluding islands, J&K; & North- Eastern states.
- HelpFirst Product will be valid for term of one year from the date of product purchase invoice, however it shall expire if the customer avails the HelpFirst service for three times in the term of one year.
- HelpFirst service shall be provided only to immobilised vehicle which has been covered under the product, as long as the breakdown has occurred at a place accessible by normal vehicles and towing equipment or if the vehicle is not already at a workshop or a garage.
- The HelpFirst Package will be applicable for the vehicle against which the HelpFirst Package is activated.
- During 1 year validity customer can avail HelpFirst services not more than 3 times for the vehicle against which the HelpFirst Package is activated.
- Towing shall be done using the most suitable equipment available.
- For additional km of service beyond scope of HelpFirst coverage, extra charges will be applicable to the Service Receiver which shall be paid on the spot to the service provider. (Refer the table in HelpFirst Service Coverage section below).
HelpFirst Terms & Conditions
8. Product Activation
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After purchasing the HelpFirst Product online, customer will be required to activate the product which is essential before generating the product purchase invoice. To activate the product the customer will have to provide following details:
- Vehicle Chassis Number
- Vehicle Engine Number
- Vehicle Purchase Date
The customer can activate the product (i.e. provide the above details) through:
- MFCS Toll Free number OR
- MFCS website
More details on activation will be provided immediately after the online purchase.
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Customer will receive the product purchase invoice via email within 2 working days after activation and 1 year validity period of product will begin from the invoice date.
Eg: the Product is purchased on 1st July 2013 and activated as per clause 8.1 on 2nd July 2013, the invoice will be generated on or before 4th July 2013 and thereafter the validity of invoice will be for further term of 1 year i.e. 3rd July 2014. -
Customer will have to activate the HelpFirst Package within 10 days from the date of online purchase, failing which the order will be canceled and customer will be refunded the total amount.
It is explicitly understood and agreed by the customer that the HelpFirst Services will be provided only post completion of the activation process and purchase invoicing.
9. HelpFirst Service Coverage
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Following table describes the HelpFirst benefits:
SN Featured Benefits HelpFirst Coverage 1 Breakdown Support over Phone On-phone Assistance Yes 2 On site Minor Repair On-site Assistance Yes 3 Replacement of Keys Yes 4 Locked/ Lost Keys Yes 5 Flat tyre Support Yes 6 Battery Jump-Start Yes 7 Fuel Delivery Yes 8 Wrong Fuelling Yes 9 Cost of Fuel Payable 10 Towing for mechanical & electrical breakdown one way Towing Assistance Up to 40 Km 11 Towing for accidental cases one way Up to 40 Km 12 Towing and removal of Vehicle Up to INR 1500 Service fees applicable per additional Km beyond scope of Helpfirst 13 On-site Minor Repair Rate per Km- chargeable one way INR 25 14 Flatbed Tow Rate per Km- chargeable one way INR 70 15 Normal Tow Rate per Km- chargeable one way INR 40 1.1 Assistance over phone
In the event of the client calling for support related to vehicle problem the Company will understand the basic problem prior to offering solutions. Some minor, recurring issues can be supported over the phone.
1.2 "In Situ" Repair of the Covered Vehicle
In the event of the immobilization of the Covered Vehicle due to mechanical or electrical breakdown and as long as the said vehicle can be repaired at the place of the immobilization within a maximum time period of forty five minutes, that means only minor repairs will be covered.
Neither the supply of parts or replacement elements, nor materials in general or labour cost thereof are included in this coverage.
1.3 Replacement/ Locked or Lost Keys
If the keys necessary to access or operate the Covered Vehicle are locked, lost or misplaced, the Client may request necessary service to retrieve the key from the car or arrange for duplicate set of keys from the clients residence or office. Identity proof of the customer shall be required for delivery of the keys.
1.4 Flat Tyre Support
If the Covered Vehicle has a punctured tyre or has tyre burst, the Company shall take care of replacing it with the spare tyre carried in the client's vehicle, using a provider approved by the Company. In case the spare tyre is not available or the covered vehicle has two tyres punctured, the Company shall arrange to repair the tyres from the nearest tyre repair shop.
Neither the supply of parts or replacement elements, nor cost of repairs is included in this service coverage.
1.5 Battery Jumpstart
If the Covered Vehicle does not start due to the battery being discharged, The Company shall take care of jumpstarting the battery.
Neither the supply of parts or replacement elements, nor materials in general are included in this service coverage.
1.6 Wrong Fuelling/ Fuel Delivery
If the Covered Vehicle runs out of fuel, the fuel delivery up to 5 litres of fuel (Petrol/ Diesel only) will be arranged on payable basis. The maximum cap is up to 5 litres is due to practical problems/ hazardous nature of the service.
The emptying of the fuel tank in case of fuel contamination shall always be under consultation and approval from MFCSL for repair on site or the vehicle shall be towed to the nearest workshop whichever is suitable.
1.7 Towing and / or removal of the Covered Vehicle
In the event that the "in situ" repair mentioned in the previous service coverage is not possible, and the Covered Vehicle could not move due to the breakdown or accident, the Company shall arrange and bear the towing expenses of the Covered Vehicle to the nearest workshop.
In case the removal of the vehicle is needed, the Company will arrange the service and bear the removal expenses up to the limit of Rupees one thousand five hundred only (INR 1,500/-).
10. GENERAL EXCLUSIONS TO HelpFirst SERVICE COVERAGE
- Any vehicle which has not been maintained regularly as per the guidelines of respective car manufacturers and thus is not in roadworthy condition.
- Any event where breakdown is caused by deliberately inflicted damage, vandalism or participation in a criminal act or offence.
- Any customer history where customer has twice on prior occasions misused or abused the services.
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Any event when the driver of the vehicle is found to be in any of the situations that are indicated below:
- The state of intoxication or under the influence of drugs, toxins or narcotics not medically prescribed. For these effects, one is under the effect of alcoholic drinks when the degree of alcohol in the blood is greater than that authorized by the legislation on traffic, motor vehicle circulation, road safety, or similar ones in the country where the incident occurs.
- Lack of permission or corresponding license for the category of the Covered Vehicle or violation of the sanction of cancellation or withdrawal of them.
- Those accidents resulting from the illegitimate removal of the Covered Vehicle.
- Those accidents or breakdowns that are produced when the Client or the authorized driver have infringed upon the regulatory ordinances as far as the requisites and number of persons transported, weight and means of things and animals that can be transported or the form of handling.
- Those happening while the vehicle lacks documentation or requisites (including the Technical Inspection of the Vehicles and Obligatory Insurance) legally necessary to circulate on public roads in the country where the Covered Vehicle is found.
- Any vehicle involved in or liable to be involved in legal case prior to or post immobilization.
- Those caused by fuels, mineral essences, and other inflammable, explosive or toxic materials transported in the Covered Vehicle.
- Any public vehicle like ambulances, taxis, police vehicles and / or fire brigade vehicles and any other vehicle not used for private use are excluded of all the services coverage under these general conditions.
- Any accident or breakdown caused due to usage of the car for racing, rally and criminal activity purposes.
- Luggage that is not sufficiently wrapped or identified, fragile luggage or perishable products, and any commercial goods carried in the Covered Vehicle.
- Assistance to occupants of the Covered Vehicle different to those defined as beneficiaries.
- Any animals carried in the Covered Vehicle.
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Events which do not render the vehicle immobilised are not covered under the program. Some example of such events are given below :
- Boot cannot be opened
- Non-functional horn. If the horn is activated incessantly, the Services will be provided
- Faulty fuel gauge
- Non-functional Speedometer
- Non-functional sunroof operation
- Non-functional Air-conditioning
- Non-functional demisters
- Vehicle headlights not functional during day time
- Non-functional Seat adjustor but the vehicle can be driven safely
- Illumination warning lamp of ABS, airbag warning or traction control or any such non-safety related lights/service warnings lights which do not render the vehicle immobilized.
- In the event of passenger doors not opening or seatbelts not functioning and there are no passengers except the driver
- Damaged door glasses or non-functional windows when there are no security or weather risks.
- Broken rear-view mirror not obstructing driver’s view.
- Damaged or faulty fuel cap but vehicle has sufficient fuel to reach the nearest authorized dealer
- Windscreen wipers turning faulty in fair weather or vehicle running out of windscreen wiper fluid.
- Electronic Vehicle security system are faulty but do not render it immobilized and the alarm is not hooting continuously
