Terms of Service

By accessing or using any website, mobile application, or service operated by Ashva Pure (collectively, the “Platform”), including our websites at ashva.aumlayer.com and ashvaexperts.com, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service (“Terms”). If you do not agree to these Terms, you must not access or use the Platform or any of our services.

These Terms constitute a legally binding agreement between you (“Customer”, “you”, or “your”) and Ashva Experts, having its registered address at 220, 6TH CROSS, GANAKALLU, SRINIVASAPURA COLONY, KENGERI HOBLI, BANGALORE, KARNATAKA, INDIA - 560060 (“Company”, “we”, “us”, or “our”).

We may modify these Terms from time to time. Material changes will be communicated as set out in Section 22 (Changes to Terms).

In these Terms, the following capitalised terms shall have the meanings set out below:

• “Rental Subscription” means the recurring monthly arrangement under which Ashva Pure provides a branded water purifier on rent, together with installation, maintenance, inspections, filter replacements, parts replacement, and customer support.
• “One-Time Service” means a single, non-recurring service engagement for inspection, repair, or maintenance of an external-brand (non-Ashva Pure) water purifier or home appliance, billed on actuals.
• “Equipment” or “Device” means the Ashva Pure-branded water purifier supplied under a Rental Subscription, including all filters, membranes, cartridges, and accessories.
• “Security Deposit” means the refundable deposit of ₹3,600 collected per rental device at the time of booking.
• “Service Area” means the geographic area in which Ashva Pure currently provides services, presently Bengaluru, Karnataka (with planned expansion across Karnataka).
• “Platform” means all websites, mobile applications, APIs, and digital interfaces operated by Ashva Pure.
• “Account” means the user account created on the Platform upon registration and verification.

To use the Platform and avail our services, you must be at least eighteen (18) years of age and competent to enter into a legally binding contract under the Indian Contract Act, 1872. By registering, you represent and warrant that you meet these eligibility requirements.

Account creation and login are authenticated via One-Time Password (OTP) sent to your registered mobile number through WhatsApp or SMS. You are responsible for maintaining the confidentiality of your OTP and for all activities that occur under your account. You agree to notify us immediately of any unauthorised access to or use of your account.

We do not currently require formal Know-Your-Customer (KYC) documentation. However, we reserve the right to request identity or address verification at any time if necessary to prevent fraud, comply with applicable law, or verify your eligibility for specific services.

4.1 Rental Subscription (Ashva Pure Branded Purifier)

Under a Rental Subscription, Ashva Pure provides you with a branded water purifier on rent for the duration of your active subscription. The subscription includes, at no additional charge:

• Professional installation at your premises. Delivery and pickup of the Device are provided at no extra cost. The Device must be returned upon cancellation, termination, or end of the subscription.
• Periodic maintenance and routine inspections as per Ashva Pure's schedule.
• Replacement of all filters, membranes, cartridges, and parts required to maintain the Equipment in proper working condition.
• Customer support via the Platform, phone, WhatsApp, and email.
• TDS / water-quality check inspections at least once every six (6) months, or upon request.

You may raise service requests any number of times during an active Rental Subscription. There is no cap on the number of service visits for covered items.

4.2 One-Time Service for External Brands

Ashva Pure also offers one-time inspection, repair, and maintenance services for water purifiers and home appliances manufactured by external (non-Ashva Pure) brands. Such services are charged as follows:

• Inspection / visit fee: A fee applies for the technician visit and assessment. This fee is dynamic and defined in our admin configuration per service type; it is shown to you at the time of booking.
• Repair / service charges: Charged on actuals based on the technician's assessment and the quote provided before commencing work.
• Parts replacement: Parts are charged at actual cost as per the quote. Any parts procured specifically for your order are non-refundable once ordered, unless returned to the vendor.

The inspection or visit fee for One-Time Services is dynamic and configured per service type; it is displayed at the time of booking. The final invoice is generated after the technician completes the visit and adds line items (service labour and parts) on-site. Where high-cost parts are recommended, Ashva Pure will seek your approval before proceeding where practicable. A written or digital quote or invoice will be shared with you. By approving the quote or acknowledging the invoice, you authorise Ashva Pure to proceed (or confirm completion) and agree to pay the quoted amount.

Ashva Pure currently provides services within Bengaluru, Karnataka (with planned expansion across Karnataka). Service availability is subject to your location falling within an actively serviced pincode at the time of booking. We reserve the right to modify our Service Area at any time.

After booking, an installation or service visit will be scheduled at a mutually agreed date and time. You may reschedule a visit by contacting support at least 24 hours before the scheduled slot. If a technician arrives and is unable to access the premises (e.g. no one is available, gate locked, or access denied), we may charge a revisit/reschedule fee.

You agree to provide the technician with reasonable access to the installation site, a functioning power socket, and a water inlet connection (tap or pipe). You must ensure safe working conditions free from hazards. Ashva Pure shall not be liable for delays or inability to perform services caused by customer-side access issues or unsafe conditions.

All prices displayed on the Platform are in Indian Rupees (INR). Goods and Services Tax (GST) and any other applicable statutory levies will be charged in addition to the listed price, or included in the listed price, as indicated on the invoice. The applicable GST rate depends on the nature of the service (rental, repair, parts supply) and the prevailing tax laws; Ashva Pure does not guarantee that GST rates will remain unchanged.

Invoices are generated electronically and delivered to your registered email address and/or made available on the Platform. Each invoice will clearly specify the taxable amount, the applicable GST component, and the total payable. You agree to maintain a valid email address for receiving invoices and communications.

Ashva Pure reserves the right to revise pricing with at least thirty (30) days' prior written notice. If you do not accept the revised pricing, you may cancel your subscription before the new pricing takes effect without incurring any penalty.

Payments on the Platform are processed through third-party payment gateways, currently Razorpay and Cashfree Payments. We accept major payment methods including UPI, credit cards, debit cards, net banking, and supported digital wallets, as made available by the payment gateway.

Ashva Pure does not store your credit card, debit card, or bank account details. All sensitive payment information is handled exclusively by our payment gateway partners in accordance with PCI-DSS standards and the Reserve Bank of India's guidelines on data storage.

In the event of a failed payment, we will notify you and may retry the payment as per the gateway's retry policy. If a duplicate payment is detected, Ashva Pure will initiate a reversal or refund of the excess amount. Reconciliation timelines are subject to the payment gateway's processing schedule, which typically ranges from five (5) to ten (10) business days.

You are responsible for ensuring that your chosen payment method has sufficient funds or credit to complete transactions. Ashva Pureshall not be liable for payment failures caused by insufficient funds, bank-side blocks, or issues attributable to the payment gateway.

At the time of booking a Rental Subscription, a refundable security deposit of ₹3,600 is collected per rental device. This deposit is in addition to the first month's rental amount, both payable at the time of booking.

The security deposit will be refunded within 14 days from the date of successful pickup or return of the Equipment and completion of inspection by our technician. No deductions will be made except in the following circumstances:

• Damage: Physical damage to the Equipment beyond normal wear and tear, including but not limited to cracks, breakage, water damage, electrical damage, or damage caused by misuse, negligence, tampering, or unauthorised repair or modification.
• Missing parts or accessories: Any parts, filters, membranes, cartridges, or accessories that were supplied with the Equipment at installation and are not returned (e.g. remote, manuals, mounting kit components).

Where a deduction is proposed, Ashva Pure will (a) assess the Equipment and document the basis for the deduction (including photographic or other evidence where applicable), (b) send you a written notice specifying the amount to be deducted and the reason, along with the evidence, and (c) give you a reasonable opportunity (at least seven (7) days from the date of the notice) to dispute the deduction in writing by contacting [email protected] or our support phone. Disputes will be reviewed in good faith; if the dispute is upheld, the disputed amount will be refunded. The remaining balance of the deposit, after any valid deductions, will be refunded to your original payment method or via bank transfer within the stated 14-day period.

Rental Subscriptions follow a monthly prepaid billing model. At the time of booking, the security deposit and the first month's rental are collected. Subsequent months are billed in advance on the renewal date, which is anchored to the original date of purchase.

There is no minimum commitment period and no early termination fee. You may cancel your subscription at any time with at least 7 days' advance notice before the next renewal date, as described in our Cancellation & Refund Policy. No refunds are provided for subscription charges already billed; the prepaid month is non-refundable. Cancellation stops future renewals; service continues until the end of the already-paid period.

If a renewal payment fails, we will notify you and provide a grace period of seven (7) days to complete the payment. During the grace period, your subscription remains active. If payment is not received within the grace period, Ashva Pure may suspend your subscription and service access until payment is made. Continued non-payment may lead to cancellation and equipment pickup.

Plan upgrades or changes (where supported) take effect from the next billing cycle. Any difference in pricing will be adjusted in the next invoice.

As a customer, you agree to:

• Use the Equipment only for its intended domestic or commercial purpose of water purification.
• Keep the Equipment in a clean, dry, and well-ventilated location and not expose it to extreme temperatures, direct sunlight, or corrosive environments.
• Not tamper with, disassemble, modify, or attempt to repair the Equipment yourself or through any third party.
• Not relocate the Equipment to a different address without prior written consent from Ashva Pure.
• Not sublease, lend, pledge, or otherwise encumber the Equipment.
• Provide truthful and accurate information during registration, booking, and service interactions.
• Not use the Platform to engage in any unlawful, fraudulent, or abusive activity.

Violation of these responsibilities may result in suspension or termination of your account and subscription, forfeiture of the security deposit (in whole or in part), and liability for any damages caused to the Equipment.

The Equipment provided under a Rental Subscription remains the sole property of Ashva Pure at all times. No right, title, or interest in the Equipment is transferred to you by virtue of the subscription.

Upon cancellation or termination of your subscription, Ashva Purewill schedule a pickup of the Equipment at a mutually agreed date and time. You agree to cooperate fully in the return process and ensure someone is available at the premises during the scheduled pickup.

Normal wear and tear resulting from ordinary use is expected and will not be charged. However, damage caused by misuse, negligence, tampering, unauthorised modifications, or failure to follow operating instructions will be assessed, and repair or replacement costs may be deducted from the security deposit. If costs exceed the deposit amount, you agree to pay the shortfall within fifteen (15) days of receiving notice.

The quality, taste, and mineral content of the purified water output depend on the quality and characteristics of the source water supplied to the Equipment. Ashva Pure does not guarantee any specific TDS level, taste, or health outcome from using the purified water.

As part of the Rental Subscription, Ashva Pure provides TDS and water-quality check inspections at least once every six (6) months, or upon request. These inspections help assess Equipment performance but do not constitute a warranty of output water quality.

Ashva Pure recommends that customers with specific health concerns or exceptionally poor source water consult with a water treatment specialist. We are not responsible for health issues arising from source water contamination that is beyond the Equipment's purification capacity.

Rental Subscription coverage: During an active Rental Subscription, Ashva Pure warrants that the Equipment will be maintained in good working order. All maintenance, filter replacements, and parts replacement required to keep the Equipment functioning as intended are covered at no additional cost.

What is NOT covered:

• Damage caused by misuse, negligence, accident, unauthorised modification, or third-party servicing.
• Damage resulting from use of the Equipment with incompatible plumbing, electrical supply outside specifications, or extreme environmental conditions.
• Cosmetic damage (scratches, dents) that does not affect Equipment functionality.
• Damage caused by force majeure events (see Section 19).

One-Time Service: For external-brand services, any warranty or rectification is limited to the specific repair performed and is valid for a period stated in the service completion report. If no period is specified, a default rectification window of seven (7) days applies from the date of service completion.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, ASHVA PURE MAKES NO OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

The Platform and our services may rely on or integrate with third-party services. You acknowledge and agree that:

• Payment processing: Payments are processed by third-party payment gateway partners (Razorpay and Cashfree Payments). We do not store your card or bank account details. Your use of payment features is subject to the gateway's terms and applicable banking and RBI guidelines.
• Maps and location: Where we offer location or map-based features (e.g. serviceability checks, technician navigation), such features may use third-party map or geolocation services. Use of those features is subject to the respective provider's terms and our Privacy Policy.
• Communications: OTP delivery, transactional messages, and marketing (where consented) may be sent via third-party messaging and notification providers (e.g. WhatsApp, SMS gateways, email delivery services). Delivery and availability depend on those providers.

We are not responsible for the availability, accuracy, or conduct of any third-party service. Your dealings with third parties are solely between you and such third parties.

To the fullest extent permitted by applicable law, in no event shall Ashva Pure, its directors, officers, employees, agents, or affiliates be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, use, goodwill, or other intangible losses, arising out of or in connection with your use of or inability to use the Platform or our services.

The total aggregate liability of Ashva Pure for any claim arising under or in connection with these Terms shall not exceed the amounts actually paid by you to Ashva Pure in the one (1) month immediately preceding the event giving rise to the claim, or the amount of the last invoice raised for the relevant service, whichever is lower. This limitation applies to the fullest extent permitted by applicable law and does not apply where prohibited by law.

You agree to indemnify, defend, and hold harmless Ashva Pure, its directors, officers, employees, agents, and affiliates from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in any way connected with:

• Your access to or use of the Platform or our services.
• Your breach of these Terms.
• Your violation of any applicable law, rule, or regulation, or the rights of any third party.
• Any misuse, tampering, or damage to the Equipment caused by you or any person under your control.

This indemnification obligation shall survive the termination or expiry of these Terms and your use of the Platform.

All content, features, functionality, trademarks, service marks, logos, trade names, domain names, and the overall look and feel of the Platform are and shall remain the exclusive property of Ashva Pureor its licensors. These are protected by copyright, trademark, patent, trade secret, and other intellectual property and proprietary rights laws.

You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for personal, non-commercial purposes in accordance with these Terms. You may not reproduce, distribute, modify, create derivative works of, publicly display, or otherwise exploit any part of the Platform without prior written consent from Ashva Pure.

By creating an account, you consent to receive transactional communications from Ashva Pure, including but not limited to booking confirmations, service reminders, payment receipts, OTPs, and account notifications. These communications may be sent via WhatsApp, SMS, email, and push notifications. Transactional messages are essential to the operation of the service and cannot be opted out of while your account is active.

You may also receive promotional and marketing communications about new services, offers, and updates, unless you have explicitly opted out. You may opt out of marketing messages at any time by using the unsubscribe link in marketing emails, adjusting notification preferences in the Platform settings (where available), or contacting support at [email protected] with the subject line “Unsubscribe from Marketing”. If an in-app opt-out for marketing is not available, please contact support to opt out of marketing communications. Transactional messages (e.g. OTP, invoices, service updates) will continue to be sent even if you opt out of marketing.

Our collection and use of personal data are described in our Privacy Policy. By using the Platform, you also acknowledge that you have read and agree to the Privacy Policy.

Ashva Pure may suspend or terminate your account and access to the Platform, with or without notice, for any of the following reasons:

• Non-payment: Failure to clear outstanding dues within the grace period specified in Section 9.
• Fraud or misrepresentation: Providing false information, using stolen payment credentials, or engaging in fraudulent activity.
• Abuse: Harassment of Ashva Pure staff or technicians, misuse of the service, or violation of these Terms.
• Legal compliance: As required by applicable law, regulation, or government directive.

Upon termination, any outstanding amounts owed by you become immediately due and payable. Ashva Pure will arrange for Equipment pickup and process any applicable deposit refunds as per the Cancellation & Refund Policy.

Provisions of these Terms that by their nature should survive termination (including, without limitation, Sections 15, 16, 17, and 21) shall survive termination.

Ashva Pure shall not be liable for any delay or failure to perform its obligations under these Terms to the extent that such delay or failure is caused by events beyond its reasonable control, including but not limited to natural disasters, epidemics, pandemics, government actions or restrictions, war, civil disturbance, strikes, lockouts, supply chain disruptions, internet or telecommunications outages, and any other event constituting force majeure under applicable Indian law.

In the event of a force majeure situation, Ashva Pure will make reasonable efforts to notify affected customers and resume services as soon as practicable. If the force majeure event continues for more than thirty (30) days, either party may terminate the subscription, and the deposit refund policy set out in Section 8 (Security Deposit) shall apply.

These Terms shall be governed by and construed in accordance with the laws of India. Any dispute, controversy, or claim arising out of or relating to these Terms, or the breach, termination, or invalidity thereof, shall be subject to the exclusive jurisdiction of the courts at Bengaluru, Karnataka, India.

Before initiating formal legal proceedings, both parties agree to attempt in good faith to resolve any dispute through direct negotiation or mediation for a period of at least thirty (30) days from the date one party notifies the other in writing of the dispute.

Arbitration: If the dispute is not resolved through negotiation or mediation, either party may refer the dispute to arbitration in accordance with the Arbitration & Conciliation Act, 1996. The arbitration shall be conducted at Bengaluru, in the English language, by a sole arbitrator mutually appointed by the parties or, failing agreement, by an arbitrator appointed under the Act. The award of the arbitrator shall be final and binding on the parties. Nothing in this clause shall prevent either party from seeking interim or urgent relief from a court of competent jurisdiction.

We reserve the right to modify these Terms at any time. Material changes will be communicated via email or a prominent notice on the Platform at least seven (7) days before they take effect. Your continued use of the Platform after such notice constitutes acceptance of the revised Terms. If you do not agree to the revised Terms, you must discontinue use of the Platform and may cancel your subscription in accordance with our Cancellation & Refund Policy.

In accordance with the Information Technology Act, 2000 and the rules framed thereunder, and the Digital Personal Data Protection Act, 2023, the details of the Grievance Officer are as follows:

Name: Grievance Officer
Email: [email protected]
Phone: +91 84959 98156
Address: 220, 6TH CROSS, GANAKALLU, SRINIVASAPURA COLONY, KENGERI HOBLI, BANGALORE, KARNATAKA, INDIA - 560060

The Grievance Officer shall acknowledge your grievance within forty-eight (48) hours and endeavour to resolve it within seven (7) business days from the date of receipt.

For general queries, support requests, or feedback, you may contact us at [email protected] or call +91 84959 98156.