Service & Delivery Policy

PayAssist supplies repair services and the protection plans under which those repairs are carried out. We do not sell or ship physical goods. This policy explains how our services are delivered, including how devices are collected and returned.

1. Delivery of the Plan

Protection plans are delivered digitally. On successful payment, the certificate of protection is generated and sent to the email address registered at the time of purchase, normally within 24 hours.

If the certificate has not reached you within 24 hours, check your spam folder and then contact our support team, who will re-send it.

2. Booking a Repair

A repair is requested by contacting our support team with your certificate number and a description of the fault. We verify plan eligibility, confirm the coverage, and register a service request.

3. Device Pick-up & Return

• Where the plan includes pick-up and drop, we arrange collection of the device from your registered address.
• Pick-up is normally scheduled within 2 to 3 working days of the service request being approved.
• The repaired device is returned to the same address unless you tell us otherwise in writing.
• For large appliances such as air conditioners, washing machines and televisions, service is carried out on site at your address.

4. Repair Turnaround Time

Standard repairs are completed within 14 working days from the date the device is collected, subject to the availability of genuine spare parts.

Where a part must be sourced from the manufacturer, or the fault requires chip-level work, the timeline may extend. We inform you of any delay and keep you updated until the device is returned.

5. Service Coverage Area

Repair services are provided across serviceable locations in India through authorised service centres and partner technicians. Where a location is not serviceable for pick-up, we will guide you to the nearest authorised service centre.

6. Charges

Repairs covered by an active plan are settled against that plan. Any co-pay, deductible or amount in excess of the claim limit stated on your certificate is payable by you before the device is returned.

Faults that fall outside the plan terms are chargeable. We share an estimate and obtain your approval before carrying out any chargeable work.

7. Tracking Your Repair

You can check the status of a service request at any time by contacting our support team with your certificate number. We also update you by email or phone at each stage of the repair.