COMPREHENSIVE TERMS AND CONDITIONS

Governing new devices, pre-owned devices, old-device purchases, repairs, optional plans, online orders and advance bookings

Master T&C | Effective: May 2026 | Governing Law: India

PART A - GENERAL TERMS APPLICABLE TO ALL TRANSACTIONS

A.1 Definitions

• 'MGR', 'Company', 'we' or 'us' means MGR Mobile Service, GSTIN 29EGZPM1532C1Z3, operating through its stores and website.

• 'Customer' or 'you' means the person who purchases goods or avails services from MGR, including a consumer within the meaning of the Consumer Protection Act, 2019, where applicable.

• 'New Device' means a brand-new, factory-packed mobile phone or electronic device sold with original manufacturer warranty, where applicable.

• 'Pre-Owned Device' means a previously used, open-box, refurbished or second-hand device sold by MGR after inspection, grading, IMEI verification and disclosure of condition.

• 'Invoice Value' means the amount recorded on the MGR tax invoice for the relevant product or service and excludes optional plan fees unless specifically stated.

• 'IMEI' means the International Mobile Equipment Identity number or any other telecom identifier appearing on the device and invoice.

• 'Manufacturer Warranty' means warranty obligations provided by the original manufacturer/brand owner/service network and not by MGR, unless MGR has separately issued a written service contract.

• 'MGR Limited Warranty' means the limited service warranty provided by MGR only for pre-owned devices/repairs/eligible plans, subject to these Terms and the relevant signed form.

• 'Screen Replacement Plan' means MGR's optional, paid, one-time screen replacement service contract linked only to the specific device/IMEI and invoice mentioned in F-07, subject to the plan validity, exclusions and claim process in these Terms.

• 'Screen Replacement Service' means the repair/replacement activity performed by MGR or its technician/vendor for replacing the screen/display assembly of an eligible device, whether under the Screen Replacement Plan or as a paid repair service.

A.2 Applicable Legal Framework

• Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020, as amended and in force.

• Indian Contract Act, 1872; Sale of Goods Act, 1930; Arbitration and Conciliation Act, 1996; Limitation Act, 1963.

• CGST Act, 2017; IGST Act, 2017; Karnataka GST Act, 2017 and rules/notifications applicable to invoices, tax, margin scheme and records.

• Telecommunications Act, 2023 and applicable rules/advisories governing telecom identifiers/IMEI.

• Legal Metrology Act, 2009 and Legal Metrology (Packaged Commodities) Rules, 2011 for MRP, package declarations and online product information.

• BIS Act, 2016 and applicable conformity assessment requirements for products requiring compulsory registration/certification.

• E-Waste (Management) Rules, 2022 under the Environment (Protection) Act, 1986.

• Information Technology Act, 2000, IT (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, Digital Personal Data Protection Act, 2023 and Digital Personal Data Protection Rules, 2025 to the extent in force.

• Prevention of Money Laundering Act, 2002, PMLA Rules, 2005, Income Tax Act, 1961 including PAN/cash transaction requirements, and Bharatiya Nyaya Sanhita, 2023 for offences such as cheating, theft, receiving stolen property, forgery and use of forged documents.

A.3 Formation of Contract and Acceptance

A binding contract is formed on issuance of invoice, acceptance of payment, delivery of goods, acceptance of an online order by MGR, commencement of service, or signing of the applicable transaction form, whichever occurs first. The customer confirms legal capacity to contract and accuracy of all information provided.

Every invoice, form, product listing, warranty card, plan certificate, booking receipt and website policy forms part of the complete transaction record. Where a customer signs a form after inspection, the form will be treated as contemporaneous evidence of condition and informed consent.

A.4 Statutory Consumer Rights and Non-Waiver

MGR recognises consumer rights under the Consumer Protection Act, 2019, including the right to information, safety, choice, hearing, redressal and consumer education. No clause shall be interpreted to exclude any liability that cannot legally be excluded. However, MGR may lawfully refuse voluntary returns, exchanges or refunds where goods are correctly supplied, duly invoiced, inspected/accepted, and no defect, misdescription, non-delivery or statutory non-conformity attributable to MGR is established.

A.5 Product Liability Allocation

• MGR is a seller/reseller/service provider and not the manufacturer of new branded devices unless expressly stated in writing.

• For new devices, manufacturer-origin defects, internal hardware defects and warranty repairs are to be pursued directly through the manufacturer or its authorised service network. MGR may provide invoice support and reasonable coordination but does not assume manufacturer warranty obligations.

• MGR remains responsible for its own acts, including wrong product supplied, product materially different from its listing/invoice, counterfeit/spurious goods supplied by MGR, incorrect invoice/IMEI recording, non-delivery attributable to MGR, or service/repair work carried out by MGR.

• For repairs/refurbishment performed by MGR, liability is limited to the specific service, part or written warranty issued by MGR and does not extend to unrelated components, data, consequential loss or post-delivery damage.

A.6 Grievance Redressal

Customers may raise grievances at support@mgrmobile.com or through the telephone numbers stated above. MGR will acknowledge consumer complaints within 48 hours and endeavour to resolve them within 30 days, without prejudice to the customer's right to approach the competent Consumer Commission.

A.7 Data Protection and Privacy

MGR collects and processes personal data such as name, contact details, delivery address, KYC details where lawfully required, IMEI/device data, invoice data, repair records, payment reference data and support communications. Data is used only for transaction processing, delivery, warranty/plan administration, GST/legal record keeping, fraud prevention, IMEI verification, grievance redressal and legally required cooperation with authorities.

MGR does not sell customer data. Data may be shared only with payment processors, delivery partners, IT service providers, manufacturers/service centres where necessary for warranty coordination, regulatory authorities, courts, police, Consumer Commissions and professional advisers, each on a need-to-know basis and subject to applicable law.

The Digital Personal Data Protection Act, 2023 and Digital Personal Data Protection Rules, 2025 apply in a phased manner. MGR shall update notices, consent records, grievance mechanisms, data principal rights handling and retention practices in line with the provisions as and when they become enforceable.

A.8 Tax, KYC, AML and Cash Compliance

• A tax invoice/bill/receipt is issued for every applicable transaction. Customers must verify the invoice before leaving the store or before confirming online delivery acceptance.

• MGR may request PAN, Aadhaar/other government ID or other KYC documents where required for high-value transactions, purchase of old devices, fraud prevention, ownership verification or compliance with law.

• Cash receipts/payments shall not violate Section 269ST of the Income Tax Act, 1961. PAN requirements and reporting obligations will be followed wherever applicable.

• MGR may refuse, suspend, reverse or report suspicious, structured, fraudulent or unlawful transactions.

A.9 IMEI, Stolen Device and Law-Enforcement Protocol

• MGR records IMEI/serial number on the invoice wherever applicable and may verify IMEI through official government systems before purchase or resale of pre-owned devices.

• A device that is blacklisted, stolen, locked, financed without clear title, tampered, cloned or suspected to be unlawfully obtained will not be accepted for purchase or buyback.

• If a device is later found stolen/blacklisted/unlawful, MGR may cooperate with law-enforcement authorities, share transaction/KYC records as legally required, surrender the device if required and recover all losses from the person who supplied it.

A.10 E-Waste and Environmental Compliance

End-of-life devices and electronic waste accepted by MGR shall be channelised only through authorised/relevant recyclers, dismantlers or collection mechanisms in accordance with the E-Waste (Management) Rules, 2022. MGR does not authorise customers to dispose of electronic waste through unauthorised scrap channels.

PART B - SALE OF NEW DEVICES

B.1 Product Authenticity, Invoice and Inspection

• New devices are sold with manufacturer packaging, manufacturer warranty terms and applicable statutory/package declarations.

• Before accepting a new device, the customer must inspect the box, seal, model, colour/storage, accessories, tax invoice, IMEI/serial number and basic physical condition in the presence of MGR staff or at delivery, as applicable.

• Once the customer signs the acceptance form, leaves the store with the device or accepts delivery without recorded protest, all visible/inspectable issues such as box condition, colour, variant, accessories and external condition are deemed accepted.

B.2 New Device Return, Exchange and Refund Policy - Manufacturer Route Only

• No MGR exchange/return/refund is available for change of mind, price changes, colour/storage preference, feature misunderstanding after purchase, network/app compatibility, buyer's remorse, or manufacturer warranty issues.

• For DOA or manufacturing defect in a new device, the customer shall approach the manufacturer/authorised service centre directly. MGR may assist with invoice copy, product details and service-centre information, but the remedy is governed by manufacturer warranty.

• MGR will consider a direct remedy only where mandatory law requires it or where the issue is directly attributable to MGR, such as wrong product/IMEI supplied, non-delivery, spurious/counterfeit product sold by MGR, material misdescription by MGR, or transit/delivery issue established before delivery acceptance.

• This policy does not restrict any non-waivable statutory consumer remedy, but it expressly excludes all voluntary store-level returns, exchanges and refunds for correctly supplied new devices.

B.3 Online Orders, Delivery and Evidence

• A binding online order arises only when MGR confirms the order. MGR may cancel or reject orders for stock discrepancy, price error, fraud risk, unserviceable address, failed payment or legal/compliance reasons.

• Customers must inspect the package at delivery. Visible tampering or damage must be refused or accepted under written protest and reported to MGR immediately.

• For online deliveries, a continuous unboxing video from package receipt through first power-on is the primary evidence for wrong product, missing accessories, transit damage or box-tamper claims. MGR may assess genuine claims on available evidence but absence of evidence may materially weaken the claim.

PART C - SALE OF PRE-OWNED / REFURBISHED / USED DEVICES

C.1 Grading and Disclosure

C.2 Pre-Owned Warranty Scope - 3 Months for All Grades

• All grades of pre-owned/used devices sold by MGR carry a three-month limited warranty from invoice date, subject to grade-specific disclosures and exclusions.

• The warranty covers undisclosed internal functional defects that arise during normal use and are not attributable to customer misuse, physical damage, liquid damage, software modification, unauthorised repair, account lock, network/operator issue, normal battery degradation, accessories or cosmetic condition already disclosed/visible at sale.

• Customer must submit the device, invoice and F-02 inspection declaration within the warranty period. MGR's first remedy is inspection and repair; if repair is not technically/economically feasible, MGR may offer equivalent replacement, store credit or refund of invoice value, as legally appropriate and recorded in writing.

• No change-of-mind return is available for pre-owned devices. Cosmetic issues visible/disclosed at purchase are final and cannot be raised later.

C.3 GST on Second-Hand Goods

Where applicable and where input tax credit has not been availed on purchase, MGR may apply the GST margin scheme for second-hand goods under the relevant GST notifications. The tax invoice will disclose price, applicable GST treatment, IMEI/serial number, grade and warranty period.

C.4 Data Wipe and Residual Data

MGR will take reasonable steps to reset/wipe pre-owned devices before resale. However, sellers and buyers must independently back up and erase their data. MGR is not liable for residual, lost or unrecoverable data except where liability arises from MGR's proven intentional misconduct or mandatory law.

PART D - PURCHASE OF OLD / USED DEVICES FROM CUSTOMERS

• MGR will purchase or accept trade-in of used devices only after KYC, ownership declaration, physical inspection, valuation and IMEI verification.

• The seller must confirm sole legal ownership, clean IMEI, no theft/loss report, no encumbrance/loan/EMI/hypothecation, no account/cloud/factory-reset/activation lock, no tampering and complete data erasure.

• MGR may withhold, reverse, recover or set off payment if the device is later found stolen, blacklisted, financed, tampered, locked, unlawfully obtained or subject to any third-party claim.

• The seller indemnifies MGR for all claims, losses, police action, seizure, penalties, tax consequences, legal expenses and reputation damage arising from false declarations or defective title.

PART E - REPAIR SERVICES

• A written/recorded estimate will be communicated before commencing chargeable repair. If additional defects are discovered, MGR will seek approval before incurring additional cost.

• Repair warranty applies only to the specific repaired component/service for the period stated on the repair receipt, normally 30 to 90 days. It does not cover unrelated parts, data loss, liquid/physical damage after repair, unauthorised repair or misuse.

• Customers must back up data before handing over a device. MGR is not responsible for data loss during diagnosis, repair, update, reset, replacement or testing.

• Unclaimed devices may be treated as abandoned after 90 days from completion notice and at least one final communication attempt, subject to applicable law.

PART F - MGR EXTENDED WARRANTY PLAN

• The MGR Extended Warranty Plan is an optional paid service contract of MGR and not an insurance product, not a manufacturer warranty and not a promise of new-device replacement. It applies only to the device/IMEI, customer, invoice, period and coverage stated in the signed F-04A form and plan invoice.

• MGR shall collect F-04A - Extended Warranty Plan Purchase Consent Form before collecting plan fee. At the time of claim repair, replacement, settlement, rejection, customer-declined service or closure, MGR shall obtain F-04B - Extended Warranty Claim Redemption / Conclusion Acknowledgement Form.

• The plan covers only eligible internal functional defects during normal use within the plan period. It excludes physical/liquid damage, accidental damage, misuse, unauthorised repair, software/account-lock issues, data loss, accessories/consumables, battery degradation, cosmetic wear, tampered/mismatched IMEI, lost/stolen/blocked devices and claims outside validity.

• MGR's remedy may include diagnosis, repair, replacement of defective component, equivalent compatible/refurbished/reconditioned part, equivalent device/store credit/settlement or rejection of ineligible claim, as determined after inspection and as legally permissible. One eligible claim is permitted unless the plan invoice expressly states otherwise; a successful claim exhausts the plan.

• The plan fee is non-refundable and non-transferable after purchase, except where refund is mandated by law or where MGR fails to activate/provide the plan due to its own admitted error. Nothing in this Part F excludes fraud, wilful misconduct, intentional misrepresentation, product liability, unfair trade practice, data protection obligations or any non-waivable statutory remedy.

PART G - MGR CONDITIONAL BUYBACK PLAN

• The MGR Buyback Plan is an optional conditional buyback eligibility plan and service contract. It is not insurance, not investment return, not deposit, not assured cash-back and not a fixed-price repurchase promise. Device sale shall not be made conditional upon purchase of this plan.

• MGR shall collect F-05A - Buyback Plan Purchase Consent Form before collecting plan fee. At the time of redemption, rejection, customer-declined valuation, device surrender, settlement, device return or closure, MGR shall obtain F-05B - Buyback Plan Redemption / Conclusion Acknowledgement Form.

• Any disclosed value is only an 'up to' maximum calculated on the original MGR invoice value and subject to plan validity, matching IMEI/serial number, device condition, working status, CEIR/IMEI status, account unlock, ownership, absence of loan/EMI/lien/encumbrance and complete documentation.

• Settlement shall ordinarily be by store credit or adjustment against purchase at MGR, unless MGR expressly agrees otherwise in writing. It is not a fixed cash payout. Physical/liquid damage, unauthorised repair, missing parts, non-functional condition, account lock, tampered IMEI, blocked/blacklisted/suspicious status, outstanding finance or late submission may reduce value to zero or result in rejection.

• On accepted buyback settlement, title and possession of the surrendered device pass to MGR and the plan is fully redeemed/concluded. MGR may retain forms, IMEI verification, inspection evidence, KYC extracts and CCTV/internal records for audit, fraud prevention and legal defence, subject to applicable data protection law.

PART H - ONE-TIME SCREEN REPLACEMENT PLAN AND SCREEN REPLACEMENT SERVICES

STRICT SCREEN REPLACEMENT POLICY: One-time screen replacement only. No full-device replacement, no second claim, no cash refund after use of plan, no coverage for liquid/motherboard/non-screen defects, and no manufacturer-authorised repair representation unless specifically written by MGR.

H.1 Nature of Plan and Relationship

• The Screen Replacement Plan is an optional paid service contract of MGR. It is not insurance, not a manufacturer warranty, not a promise of device replacement, not a cash-back plan and not a guarantee against every kind of damage or defect.

• Purchase of any mobile/device from MGR shall not be made conditional upon purchase of the Screen Replacement Plan. The customer is free to accept or decline the Plan.

• The Plan is linked strictly to the device model, IMEI/serial number, invoice and customer recorded in the signed F-07 consent form. It is non-transferable and cannot be assigned to another person, device, IMEI or invoice unless MGR approves in writing before any claim.

H.2 Validity and One-Time Benefit

• Unless the signed F-07 form or invoice states a shorter period, the Plan is valid for one eligible screen replacement claim within 6 months from the relevant MGR bill/plan activation date recorded on the form.

• Once the screen replacement is performed, the Plan benefit is fully exhausted. No second screen replacement, refund, credit, extension or conversion into another plan shall be available merely because the customer has used the Plan before expiry.

• The customer must produce the original MGR invoice, Plan receipt, device, matching IMEI/serial number and valid identification at the time of claim. MGR may reject claims where identity, invoice, device or IMEI cannot be verified.

H.3 Scope of Covered Screen Replacement

• The Plan covers only replacement of the screen/display assembly of the eligible device, subject to inspection and availability of suitable parts. It does not cover complete-device replacement, upgrade, exchange, cash refund, accessories, data, software, back panel, frame, camera, buttons, charging port, speaker, microphone, battery, motherboard, network component or any non-screen component.

• MGR may use an original, compatible, open-market, refurbished, reconditioned, reclaimed or equivalent-grade display/screen part depending on availability, device age, market supply and commercial reasonableness. Unless expressly written by MGR on the service invoice, MGR does not represent that the replacement is an original manufacturer-authorised part or manufacturer-authorised repair.

• Replacement screen colour tone, brightness, refresh rate, touch feel, display calibration, fingerprint/face sensor behaviour, water/dust resistance, haptic response or other device-specific features may differ from factory-original condition. The customer accepts these inherent repair/replacement limitations.

H.4 Exclusions and Rejection Grounds

• MGR may reject or charge separately for any claim involving liquid ingress, corrosion, fire/heat damage, bent body/frame, motherboard fault, dead device, multiple-impact damage, missing parts, tampered IMEI/serial number, prior unauthorised repair, software/rooting/flashing issue, account/activation lock, device reported lost/stolen/blocked, or any damage beyond screen/display replacement.

• The Plan does not cover loss of data, SIM card, memory card, passwords, cloud/FRP/activation locks, apps, software, operating system updates, data migration, backup, reinstallation or any consequential loss, business loss, downtime, loss of profit, loss of opportunity or mental agony claims, except to the extent such exclusion is not permitted by mandatory law.

• If during repair MGR discovers hidden damage or additional defects, MGR may stop service and issue a separate paid repair estimate. The customer may approve, reject or take back the device in unrepaired/partially repaired condition, subject to payment of applicable inspection/diagnostic/approved charges.

H.5 Data, Passwords, Accessories and Risk at Handover

• Before submitting the device, the customer must back up and remove personal data, SIM cards, memory cards, passwords, cloud accounts and confidential information. MGR shall not be liable for data loss, data corruption, app loss, login loss or backup failure.

• The customer authorises MGR/technician/vendor to power on, unlock, inspect, test, open and repair the device to the minimum extent necessary for diagnosis and screen replacement. MGR may refuse service if the device cannot be unlocked or tested.

• Risk in the device remains with the customer except for direct physical loss/damage proven to be caused by MGR's gross negligence while the device is in MGR's custody. Any such liability shall be limited as stated in H.9, subject to mandatory law.

H.6 Service Timeline, Parts Availability and Customer Non-Cooperation

• The estimated service timeline is approximately 15 working days from acceptance of a valid claim and availability of parts. This is an estimate, not a guaranteed delivery date. Delays may occur due to parts shortage, logistics, technical complexity, force majeure, customer delay, hidden damage or vendor/service dependency.

• If parts are unavailable or service is not commercially/technically feasible, MGR may provide a compatible alternative, defer service, offer store credit/refund of unused Plan fee, or close the claim with written reason, as legally and commercially appropriate. No consequential damages, price-protection or compensation shall be payable for delay or parts unavailability.

H.7 Delivery, Testing and Acknowledgement

• At delivery, the customer must personally test the screen/display, touch response and basic functions in the presence of MGR staff and sign F-08 Screen Replacement Acknowledgement. Visible issues not recorded before leaving the counter shall be presumed accepted, except for latent workmanship defects reported within the limited period in H.8.

• If the customer refuses to collect the device after repair/intimation, MGR may store it at customer's risk and may charge reasonable storage/handling charges after 15 days of written/WhatsApp/SMS intimation.

H.8 Post-Replacement Limited Workmanship Warranty

• After a screen replacement, the one-time Plan benefit is exhausted. Unless a longer period is expressly written on the service invoice, MGR provides only a 7-day limited workmanship warranty from handover for latent screen installation defects directly attributable to MGR's workmanship.

• The post-replacement workmanship warranty is void if the device suffers physical damage, pressure marks, crack, liquid exposure, heat damage, unauthorised opening/repair, software modification, power surge/non-standard charger damage, account lock, IMEI issue, misuse or any non-screen component failure after delivery.

H.9 Limitation of Liability and Non-Waiver of Law

• To the maximum extent permitted by law, MGR's aggregate liability for the Screen Replacement Plan or Screen Replacement Service shall be limited to re-performing the deficient service, repairing the screen-related workmanship defect, refunding the Plan/service fee, or providing equivalent store credit, at MGR's reasonable discretion and subject to applicable law.

• Nothing in these Terms excludes liability for fraud, wilful misconduct, intentional misrepresentation, direct statutory liability that cannot be waived, or remedies that a consumer is mandatorily entitled to under applicable law.

H.10 Mandatory Forms

• F-07 Screen Replacement Plan Consent Form must be signed before purchase/activation of the Plan. F-08 Screen Replacement Acknowledgement Form must be signed at the time of delivery after screen replacement. Absence of required forms may result in claim rejection or restricted remedy, subject to mandatory law.

PART I - ADVANCE PAYMENT AND PRODUCT BOOKING

• The 50% advance is only a temporary product hold and not a completed sale. Title and risk do not pass until full payment, invoice and delivery.

• The customer must pay the balance 50% and complete purchase within 3 calendar days from the advance receipt date, unless MGR expressly extends the hold in writing.

• If the customer fails to complete purchase within 3 days, MGR will cancel the booking and initiate refund of the full advance to the source account/original payment mode within the next 7 days, without interest, compensation or damages.

• If MGR is unable to supply the booked device within the hold period due to stock error, damage, legal hold or any MGR-side reason, MGR will refund 100% of the advance to the source account/original payment mode within 7 days, without interest.

• No cash refund will be made for digital/card/bank payments; refunds will be routed to the original/source account to maintain audit trail and fraud control.

PART J - INTELLECTUAL PROPERTY AND THIRD-PARTY BRANDS

All third-party marks, product names, operating systems, designs and logos appearing on products or packaging belong to their respective owners. Such references, if any, are descriptive only and do not imply affiliation, endorsement or authorisation. MGR's own name, trade style, website content and logo are proprietary to MGR. This document intentionally avoids naming any external company.

PART K - DISPUTE RESOLUTION, JURISDICTION AND FINAL TERMS

• Customers should first approach the MGR Grievance Officer for internal resolution. Consumer remedies before competent Consumer Commissions remain unaffected.

• Subject to mandatory consumer jurisdiction, courts at Koppal, Karnataka shall have jurisdiction over civil disputes arising from transactions with MGR.

• If any clause is held invalid, the remaining clauses continue. MGR may update terms prospectively; the version in force at transaction time governs that transaction.

• MGR is not liable for delay or non-performance caused by force majeure, government orders, banking/payment failures, cyber incidents beyond reasonable control, natural calamities, transport disruptions or legal restrictions.