Terms & Conditions

Sai Service Pvt. Ltd. — Authorized Dealer of Maruti Suzuki Arena & NEXA
Covering: Online Payments | RCS | WhatsApp | SMS | Email | Voice Communications
Effective Date: April 2025  |  Version 2.0

1. Introduction and Scope

These Terms and Conditions ('Terms') govern the use of all services offered by Sai Service Pvt. Ltd. ('Company', 'We', 'Us', 'Our'), an authorized dealer of Maruti Suzuki India Ltd. (MSIL) for Maruti Suzuki Arena and NEXA, through its website www.saiservice.com and all associated communication channels including online payment gateway, RCS (Rich Communication Services), WhatsApp Business, SMS, Email, and Voice calls.

By using any of our services or communication channels, you ('Customer', 'User') agree to be bound by these Terms. If you do not agree to these Terms, please refrain from using our services. Continued use of our services constitutes acceptance of these Terms.

2. Definitions

  • "Customer/User" means any Individual, Firm, Proprietorship, Company, or legal entity using our services.
  • "Communication Services" means RCS, WhatsApp Business, SMS, Email, and Voice communications operated by the Company.
  • "Payment Services" means the online payment gateway through which transactions are conducted on www.saiservice.com.
  • "Payment Service Provider" means the third-party payment gateway operator(s) integrated with the Company's website.
  • "RCS" means Rich Communication Services — an enhanced messaging protocol used for business communications.
  • "Opt-In" means an explicit, affirmative, written or digital consent given by the User to receive communications.
  • "Opt-Out" means the User's explicit withdrawal of consent to receive further communications.

3. General Terms for Online Payments

  • A User may register on the Company's website or provide details as specified by the Company from time to time to avail of payment services.
  • All rights and obligations of the Company are subject to applicable Indian laws, including the Information Technology Act, 2000, Payment and Settlement Systems Act, 2007, Reserve Bank of India guidelines, and all allied rules as amended.
  • The entries in the books of the Company and/or the Payment Service Providers maintained in the ordinary course of business shall be prima facie evidence of the genuineness and accuracy of transactions, subject to the User's right to dispute the same within 30 days of the relevant transaction.
  • These Terms constitute the entire agreement between the User and the Company with respect to the subject matter hereof and supersede all prior written communications, proposals, or representations relating thereto, except where separate agreements (including dealership agreements, service contracts, or loan/finance agreements) have been executed, which shall continue to govern their respective subject matter.

4. Communication Services — Consent and Opt-In

The Company uses the following channels to communicate with Users: RCS (Rich Communication Services), WhatsApp Business Messaging, SMS (Short Messaging Service), Email, Voice Calls (Outbound and IVR). Consent to receive communications is obtained separately for each channel and for each category of purpose (transactional and promotional) at the time of collection of your contact details, or through a dedicated opt-in mechanism. Acceptance of these Terms alone does not constitute consent to receive promotional communications. Transactional communications necessary for service delivery do not require separate opt-in consent but are limited to the purposes described below.

4.1 Purposes of Communication

  • Vehicle booking confirmations, service reminders, and delivery updates.
  • Payment confirmations, receipts, and transaction alerts.
  • Promotional offers, new model launches, and dealer-specific campaigns.
  • Post-service feedback requests and customer satisfaction surveys.
  • Regulatory and statutory notices as required by law.
  • Loyalty programs, exchange offers, and event invitations.

4.2 RCS (Rich Communication Services) — Specific Terms

By opting into RCS communications from the Company:

  • You consent to receive branded, verified messages from the Company via RCS-enabled devices and networks.
  • RCS messages may contain rich media including images, carousels, quick-reply buttons, and interactive elements.
  • RCS messaging is delivered through your telecom operator's RCS platform. The Company is not responsible for delivery failures caused by network limitations, device incompatibility, or operator outages. However, for critical transactional communications (including OTPs, booking confirmations, and payment receipts), where RCS delivery cannot be confirmed due to device incompatibility or network unavailability, the Company shall endeavor to deliver such communications via SMS as a fallback channel. The Company does not guarantee simultaneous delivery across all channels and shall not be liable for any delay in fallback delivery caused by third-party network or platform constraints.
  • You may opt out of RCS communications at any time by replying STOP or by contacting us at the details given in Section 12.
  • The Company complies with TRAI regulations and applicable Telecom Commercial Communications Customer Preference Regulations (TCCCPR) for all RCS communications.
  • All RCS sender IDs used by the Company are registered with the relevant telecom operators under the DLT (Distributed Ledger Technology) platform as mandated by TRAI.

4.3 WhatsApp Business — Specific Terms

  • By sharing your WhatsApp-linked mobile number, you consent to receive WhatsApp Business messages from the Company through Meta's WhatsApp Business API.
  • Messages may include order updates, service alerts, payment confirmations, and promotional content.
  • WhatsApp communications are governed by Meta's WhatsApp Business Policy and Terms of Service in addition to these Terms.
  • Message and data rates may apply as per your mobile operator plan.
  • You may opt out by replying STOP or messaging 'Unsubscribe' or by contacting us as per Section 12.
  • The Company does not share your WhatsApp data with third parties except as needed for service delivery and as permitted under applicable law.

4.4 SMS — Specific Terms

  • By providing your mobile number, you consent to receive SMS communications from the Company.
  • All promotional SMS are sent only to users who have registered their preference on the DND/DND exemption list as per TRAI regulations.
  • All SMS headers and templates used by the Company are registered on the TRAI DLT platform.
  • Transactional SMS (e.g., OTPs, booking confirmations) are exempt from DND and will be sent regardless of DND preference.
  • To opt out of promotional SMS, reply STOP to any promotional message or register your preference with your telecom operator.

4.5 Email Communications — Specific Terms

  • By providing your email address, you consent to receive emails from the Company.
  • Email communications include transactional emails (receipts, OTPs, confirmations) and marketing emails (newsletters, offers).
  • All marketing emails will include an unsubscribe link. Clicking it will remove you from marketing lists within 3 business days.
  • Transactional emails cannot be opted out of as they are necessary for service delivery.
  • The Company implements industry-standard email security protocols including SPF, DKIM, and DMARC to prevent spoofing and phishing.

4.6 Voice Communications — Specific Terms

  • By accepting these Terms, you consent to receive outbound voice calls from the Company for service-related, transactional, and promotional purposes.
  • All outbound calls comply with TRAI guidelines and are made only within permitted hours (9:00 AM to 9:00 PM local time).
  • Calls may be recorded for quality assurance and training purposes. You will be informed at the beginning of such calls.
  • You may opt out of marketing calls by requesting removal at any time during or after a call, or by contacting us as per Section 12.
  • IVR (Interactive Voice Response) calls for appointment reminders and service updates are considered transactional and are necessary for the performance of the service contract. However, where legally permissible, Users may request reduction of such calls by contacting us as per Section 12.

5. Opt-Out / Unsubscribe Rights

You have the right to withdraw consent to receive communications from any or all channels at any time. Upon opting out:

  • Promotional communications on the opted-out channel will cease within 7 working days (or within the period mandated by TRAI/TCCCPR regulations, whichever is shorter).
  • Transactional communications necessary for service delivery, legal compliance, and security will continue.
  • To opt out of all marketing communications, contact us as described in Section 12 or use the opt-out mechanism within each communication.
  • Opting out of communication does not affect any contractual obligations or pending transactions between you and the Company.

6. Refund Policy — Online Payments

6.1 Chargeback Transactions

In the event of a chargeback claim, the User must immediately approach the Company with claim details. Refunds, if applicable, will be processed by the Company only via the original payment gateway, demand draft, or other means as the Company deems fit. Refund processing takes 7–10 business days. No cash payments will be made by the Company.

6.2 Fraudulent / Duplicate Transactions

Users must contact the Company directly for any fraudulent or duplicate transactions. The Company will address such issues in line with applicable policies and coordinate with Payment Service Providers as required.

6.3 Server Downtime / Session Timeout

In the event of server slowdown or session timeout, the User must verify whether their bank account has been debited before initiating a second payment. If debited, the User must contact the Company immediately. The Company and Payment Service Providers shall not be held responsible for duplicate transactions arising out of such circumstances.

7. Limitation of Liability

  • The Company disclaims any liability arising from the provision of online or communication services to the extent permitted by applicable law.
  • The Company and Payment Service Providers shall not be liable for any inaccuracy, error, delay, or omission in data, information, or messages, or any resulting loss or damage.
  • The Company assumes no liability for any monetary or other damage caused by delays, failures, interruptions, or corruption of data transmitted through the Payment Gateway.
  • The User shall indemnify and hold harmless the Company, Payment Service Providers, and their respective officers, directors, agents, and employees from any third-party claims, losses, liabilities, damages, costs, and expenses (including reasonable legal fees) arising directly from: (a) the User's breach of these Terms; (b) the User's violation of any applicable law or third-party rights; or (c) any fraudulent or unauthorized use of the User's credentials. This indemnity does not extend to claims arising from the Company's own negligence or willful misconduct.
  • The Company's liability in connection with Communication Services (RCS, WhatsApp, SMS, Email, Voice) is limited to failures directly attributable to the Company's own systems and does not extend to third-party platform outages or network failures.

8. Security of User Data

  • The User acknowledges that internet-based data transmission is not 100% secure. The Company employs commercially reasonable measures to protect User data.
  • The User must keep their User ID and Password confidential and is solely responsible for all transactions conducted under their credentials.
  • The Company will never ask for passwords via unsolicited calls or emails.
  • Users must log out and close browser windows after completing transactions, especially on shared or public devices.

9. Debit/Credit Card, Bank Account, and VPA Details

  • Users must use only lawfully owned or duly authorised payment instruments.
  • Users warrant that all payment details provided are accurate and valid.
  • Users authorise the Company to debit the nominated instrument for the selected services inclusive of applicable fees.
  • Users are responsible for ensuring sufficient funds are available at the time of payment.
  • Convenience Fee on Certain Payment Modes: The Company may levy a convenience fee on payments made through certain modes, including but not limited to credit cards. Where a convenience fee is applicable, the same shall be: (a) disclosed to the User clearly and upfront on the payment screen before the transaction is completed; (b) expressed as a percentage of the transaction value or as a fixed amount, as applicable; (c) reflected as a separate line item on the GST tax invoice issued to the User, with Goods and Services Tax (GST) charged on the convenience fee amount at the applicable rate; and (d) non-refundable in the event of a valid refund of the underlying transaction, unless the Company determines otherwise at its discretion. Users who do not wish to incur the convenience fee may opt for alternative payment modes (such as UPI, NEFT, RTGS, or cash (as per government rules) at the dealership) where no such fee is applicable. The Company reserves the right to revise the convenience fee schedule with prior notice displayed on its website or payment interface.

9A. Intellectual Property Rights

9A.1 Ownership: All intellectual property rights in and to the Company's website (www.saiservice.com), including its design, layout, graphics, text, software, and databases, as well as all content delivered through Communication Services including RCS message templates, WhatsApp Business catalogue content, promotional creatives, images, videos, and branding materials (collectively, "Company IP"), are owned by or licensed to the Company and are protected under applicable Indian law, including the Copyright Act, 1957 and the Trade Marks Act, 1999.

9A.2 Restricted Use: Users are granted a limited, non-exclusive, non-transferable, revocable license to access and use the Company's website and Communication Services solely for personal, non-commercial purposes in connection with availing services from the Company. Users shall not: (a) reproduce, copy, publish, distribute, or commercially exploit any Company IP without prior written consent; (b) screenshot, record, or redistribute branded RCS messages, WhatsApp Business messages, or promotional communications for any purpose other than personal reference; (c) reverse-engineer, decompile, or disassemble any part of the Company's digital platforms; or (d) use any Company IP in a manner that is misleading, defamatory, or that misrepresents an association with the Company.

9A.3 User-Generated Content: Where a User submits reviews, feedback, or other content through the Company's platforms, the User grants the Company a royalty-free, perpetual, worldwide license to use, reproduce, and publish such content for business and promotional purposes, subject to applicable law.

10. Regulatory Compliance

The Company and all its Communication Services comply with the following applicable regulations:

  • Information Technology Act, 2000 (and amendments).
  • Telecom Commercial Communications Customer Preference Regulations (TCCCPR), 2018 as amended by TRAI.
  • TRAI's Distributed Ledger Technology (DLT) registration requirements for all SMS/RCS headers and templates.
  • Digital Personal Data Protection Act, 2023 (DPDPA) — to the extent applicable and notified.
  • Meta WhatsApp Business Policy (for WhatsApp communications).
  • Payment and Settlement Systems Act, 2007, and RBI guidelines.
  • Consumer Protection (E-Commerce) Rules, 2020.

11. Amendments and Updates

The Company reserves the right to amend these Terms at any time. Material changes will be communicated to registered Users via email or SMS at least 30 days prior to the effective date of the change. Continued use of services after the effective date constitutes acceptance of the revised Terms.

11A. Force Majeure

The Company shall not be liable for any delay, failure, or non-performance of its obligations under these Terms to the extent that such delay, failure, or non-performance is caused by events beyond the reasonable control of the Company ("Force Majeure Event"), including but not limited to: acts of God, natural disasters, pandemics or epidemics, war, civil unrest, terrorist acts, strikes or labour disputes not involving the Company's employees, fire, floods, government orders or regulatory action (including orders or directions of TRAI, RBI, or any other competent authority), internet or telecommunications network outages, failures or disruptions of third-party platforms or infrastructure (including but not limited to WhatsApp/Meta, RCS network providers, telecom operators, or payment gateway operators), power failures, or any other circumstances beyond the Company's reasonable control. Upon occurrence of a Force Majeure Event, the Company shall: (a) promptly notify affected Users through available communication channels; (b) use commercially reasonable efforts to resume services at the earliest; and (c) not be liable for any losses, damages, or delays resulting from such event. If a Force Majeure Event continues for a period exceeding 30 consecutive days, either party may terminate the affected service arrangement without liability by giving written notice to the other.

12. Grievance Redressal and Contact

For any queries, concerns, opt-out requests, or grievances related to payments or communications, please contact:

Grievance Officer / Nodal Contact:
Sai Service Pvt. Ltd.
Website: www.saiservice.com
Email: grievance@saiservice.com
Hours: Monday to Saturday, 9:00 AM – 6:00 PM

The Company shall acknowledge grievances within 48 hours and resolve them within 15 business days.

13. Governing Law and Jurisdiction

These Terms are governed by the laws of India. Any disputes arising hereunder shall be subject to the exclusive jurisdiction of courts in Mumbai, India.