Membership terms, service policy & privacy

1. Membership & Eligibility

• Vehicle-centric service: helpline services are linked strictly to the registered vehicle, not to the individual person or driver. One membership is valid for a single vehicle only.
• Coverage area: services are available either within the vehicle's registered city or PAN India, strictly as per the membership tier subscribed.
• Vehicle age limit: vehicles up to 15 years from the date of manufacturing are eligible; "Lifetime" membership implies a maximum validity of 15 years. Eligibility also depends on the applicable State Government / RTO regulations, and coverage remains valid as long as the vehicle is legally permitted to operate in the respective state. If a membership is taken erroneously for an ineligible vehicle, a refund is processed as per the cancellation & refund policy (Section 4).
• Commercial vehicles: this agreement is strictly for private vehicles and is not valid for commercial vehicles unless approved under a separate written term sheet.
• Verification: the customer or driver must produce membership details (digital or physical card) at the time of requesting assistance.

2. Service Scope & Limitations

• Availability: our roadside assistance services are available 24x7, 365 days a year. However, services may not be available where government restrictions prevent RSA vehicle movement, including situations such as Republic Day (26 January), Independence Day (15 August), lockdowns, pandemics (such as COVID-19), strikes, curfews, natural disasters, or any other government-imposed restrictions. All services are further subject to vehicle access permissions and local regulations in the area concerned.
• On-site repair vs towing: if the vehicle can be repaired or started at the breakdown location, our technician will attempt to repair or start it on-site. If it cannot be started, we will tow the vehicle to the nearest suitable service center.
• Highways & expressways: we provide roadside assistance on highways and expressways wherever RSA vehicle access is permitted. Service availability depends on local regulations and government restrictions. If RSA vehicles are not allowed in a particular area, highway, expressway or restricted zone, service may not be available there.
• RSA exclusions: standard RSA covers emergency roadside situations such as breakdowns, battery issues, flat tyres, towing, fuel assistance and similar emergency support. AC / air-conditioning repair, denting or body damage, paint scratches, door or bonnet noises, horn repair, interior or cosmetic repairs, and any workshop-level repair requiring bodywork or component replacement are not covered under RSA.
• Accident cases: if the vehicle has been involved in an accident and is not in a drivable condition, roadside assistance service will not be provided. The customer must contact their motor insurance company or insurer's claim assistance provider to initiate the insurance claim process and arrange recovery as per the insurance policy terms.
• Free service usage: your membership includes the number of free roadside assistance services specified in your selected plan. After the included free service limit is exhausted, additional roadside assistance requests can still be provided, but they will be chargeable according to the applicable service charges.
• Towing protocols: vehicle-to-vehicle towing is discouraged. Towing is provided via specialised service vans to the nearest service station, at an additional cost of Rs. 55.00 per kilometre.
• Heavy vehicles & cranes: for heavy or non-towable vehicles, towing is arranged via standard cranes. All crane charges are borne by the client at actual cost or pre-agreed rates.
• Emergency fuel support: up to 5 litres of fuel at actual market cost, subject to local pricing and availability. Where loose fuel sale is prohibited by local authorities, fuel delivery cannot be provided. CNG, LPG, high-octane fuels and other alternative gases are excluded. If an electric vehicle's main battery is fully discharged, on-road charging cannot be provided.
• Tyre repair: the flat tyre is replaced with the vehicle's spare (stepney). Puncture repair is provided only if the stepney is also unusable, at actual cost. An additional Rs. 99.00 applies for two or more deflated tyres or when the stepney is unusable.
• Fair usage limit: services will not be provided more than twice consecutively for similar faults. Total service counts and tenure are governed by the package purchased.
• Restricted highways & expressways: on expressways or highway stretches where government rules do not permit entry to assistance vehicles (no authorised cut, U-turn or access point), our service cannot be provided. In such locations the customer must call the official government highway helpline (1033). No claim, refund or compensation arises for service not rendered on such restricted stretches.
• Hill & snowbound areas: service is available in Jammu & Kashmir, Manali (Himachal Pradesh) and Uttarakhand only up to motorable road points; Ladakh and upper/high-altitude hill stretches are not covered. During snowfall — in any city or hill location — assistance cannot be provided until road conditions clear. No claim, refund or compensation arises for service not rendered in such conditions.

3. Service Timelines & Liabilities

• Turnaround time (TAT): every reasonable effort is made to reach you within a target time of 29* minutes. The company is not liable for delays caused by traffic congestion, road blocks, rallies, route diversions, heavy rain, natural calamities or civil unrest.
• Liability disclaimer: the customer agrees that they or their legal representatives shall have no claim (civil, financial or criminal) against the company or its representatives regarding injury, loss of life or damage to vehicle/property during the service process.
• Partner discounts & quality: deals or promotions offered by third-party garages or network partners are their independent initiatives. OnRoads does not guarantee third-party service quality.
• No direct dealing with company personnel: customers must not enter private agreements with assigned technicians. If a vehicle is handed over for independent repairs without official routing, the company is not responsible for theft, damage, loss, fraud or quality of work. All services must be routed through the OnRoads helpline.

4. Cancellation & Refund Policy

• Membership can be cancelled within 30 days from the date of purchase.
• If any roadside assistance service has been used during those 30 days, a Rs. 799.00 service charge will be deducted.
• GST is non-refundable and will always be deducted from the refund amount.
• Refunds will be processed within 90 working days.
• The customer cannot claim compensation exceeding the amount originally paid for the membership.
• Non-activated / missing card fee: if service is availed without active membership registration or credentials, a non-refundable service charge of Rs. 799.00 applies.
• Right to terminate: OnRoads may cancel, suspend or stop helpline services immediately without notice in cases of misuse, non-payment of dues, financial default or misbehaviour with company personnel.
• Cheque bounce policy: the company may file a claim against any party whose cheque is dishonoured. Membership remains suspended until primary dues plus cheque bouncing charges are paid.
• Policy modifications: the company may modify or amend any part of these terms at its sole discretion without prior intimation.
• Jurisdiction: all disputes are strictly subject to the exclusive jurisdiction of the courts of Delhi only.

5. Communication Consent

• By visiting our website, requesting information, submitting an enquiry, requesting a callback, or purchasing/renewing an RSA membership, you agree that OnRoads India may contact you regarding your membership, activation, service updates, plan benefits, renewal reminders, new plans, promotional offers and customer support.
• You authorise OnRoads India, its employees, authorised representatives and service partners to communicate via phone calls, SMS, WhatsApp, email, RCS and other electronic channels, as permitted by applicable law.
• You may withdraw consent for promotional communications at any time by contacting Customer Support. Essential service-related communications — membership confirmation, assistance coordination, renewal reminders, payment updates and security alerts — may continue where necessary.

6. Privacy

• We collect contact details, financial/payment information, account information, transaction information, communications with us, device information and usage information.
• Personal information is collected directly from you, automatically through the website (including cookies and similar technologies), from our service providers, and from our partners.
• We use personal information to provide, tailor and improve our services, process payments and orders, manage your account, communicate with you, and comply with legal obligations.
• For any privacy request or question, write to us at wecare@onroadsindia.com.

Service availability disclaimer

Our roadside assistance services are available 24x7, 365 days a year. However, services may not be available where government restrictions prevent RSA vehicle movement, including situations such as Republic Day (26 January), Independence Day (15 August), lockdowns, pandemics (such as COVID-19), strikes, curfews, natural disasters, or any other government-imposed restrictions.

Questions about these policies? Write to wecare@onroadsindia.com or call toll free 1800-313-7644.