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Online Technical Support Policy

1. Purpose & Applicability

This Technical Support Policy applies to users who have purchased a valid, licensed copy of RestoreX360 from:

The official website of UQuick Technologies India Limited (“Company”), or

An authorized dealer or reseller as listed on the Company’s website.

This Policy governs how technical support is provided and the responsibilities of all parties.


2. Support Responsibility for Dealer Purchases

If the software is purchased from an authorized dealer, reseller, or computer shop, then:

1. Primary technical support should be requested from the dealer who sold the software. Dealers are responsible for first-level support as per their agreement with the Company. This does not limit a consumer’s right to approach the Company if the dealer fails to provide reasonable assistance.
2. Dealers are contractually responsible for basic customer support for their sales.
3. If a dealer fails to provide support, the customer may contact the Company, and the Company may provide secondary or limited support at its discretion.

Note: This complies with Indian consumer rights while maintaining dealer accountability.


3. Unauthorized Sellers & E-Commerce Purchases 

If a user purchases RestoreX360 from unauthorized online e-commerce sellers (e.g., e-commerce marketplace sellers not listed as authorized):

1. The Company does not guarantee authenticity, license validity, or technical support.
2. The user must contact the seller directly.

Purchases from unauthorized sellers are not supported by the Company. Consumers must seek remedies directly from such sellers in accordance with applicable Indian consumer protection laws, especially if the product is counterfeit, modified, or tampered with.


4. Eligibility for Technical Support

To receive support from the Company, a customer must:

1. Provide a valid Product Serial Number
2. Provide Name, Email Address, and Contact Number
3. Own an active, genuine license
4. Submit the request through official support channels

The Company may decline support if the license is invalid, expired, or misused.


5. Scope of Support 

The Company provides assistance for:

1. RestoreX360 functionality issues
2. Troubleshooting software errors within permitted use
3. Help through approved remote tools (Any Desk, TeamViewer, Ultra Viewer)
4. Email, phone, or WhatsApp video (for premium customers)

Not Included in Standard Support The Company is not responsible for:

1. Hardware issues
2. Third-party software conflicts
3. OS corruption or malware
4. Training or usage education
5. Custom integrations
6. Misuse or unauthorized modification of software
7. Such services may be offered separately at additional cost.


6. Support Hours

Standard support hours:

Monday to Friday (India) – 10:30 AM to 6:00 PM IST

The Company may update working hours, channels, or scheduling requirements as needed.


7. Remote Session Terms

By requesting technical support, the user agrees to the following:

1. The Company may access necessary files/folders strictly for diagnostic purposes.
2. Sessions may be interrupted due to network or power issues; the Company is not liable for data loss arising solely from such interruptions.
3. Remote support sessions may be audio or video recorded only after obtaining the customer’s explicit consent, as required under the IT Act, 2000 and applicable data protection rules.
4. Recordings will not be shared except as required by legal or government authorities.


8. Customer Responsibilities

To ensure successful support:

1. The customer must back up all important data before a session.
2. The latest version of RestoreX360 should be installed.
3. Accurate information must be provided to support staff.
4. No third-party or unauthorized technician should modify the software before contacting support.
5. The Company is not responsible for data loss during support unless caused by gross negligence or willful misconduct.
6. The customer acknowledges that failure to back up data may result in permanent loss, for which the Company is not liable except in cases of gross negligence or willful misconduct.
7. If misuse or system tampering is detected, support may be denied.


9. Fees & Charges

Standard online support is free for valid license holders.

Charges may apply for:

1. Out-of-scope services
2. Reinstallation caused by user error
3. Third-party issues
4. System setup work not related to RestoreX360

Pricing will be communicated before service is provided.


10. Warranty & Limitation of Liability

Support is provided using reasonable skill and care. However:

1. The Company does not guarantee uninterrupted service.
2. The Company is not liable for indirect or consequential damages.
3. If liability arises, it is limited to:
4. Re-providing the support service, or
5. Refunding the support fee (if any was charged)

This aligns with standard software industry practices.

To the extent permitted under Indian law, the Company’s maximum liability for support services shall not exceed the amount paid (if any) for such support services.

Nothing in this clause shall exclude liability arising from gross negligence, fraud, or willful misconduct as prohibited under Indian law.

6. Data Protection & Privacy
7. All customer data accessed during support is used only for troubleshooting.
8. No customer data is copied, retained, or shared except where legally required.
9. The Company follows IT Act, 2000 data handling principles.

 

11. Dealer & Reseller Compliance

Authorized dealers must:

1. Provide initial support to their customers
2. Not misrepresent product features
3. Not sell unauthorized or altered versions of RestoreX360
4. The Company may take action against any dealer violating contractual conditions.


12. Policy Updates

UQuick Technologies India Limited may update, modify, or revise this Technical Support Policy from time to time. The latest version will always be available on the official website. Customers and dealers are encouraged to review the Policy periodically. Changes shall apply prospectively and continued use of RestoreX360 or support services after publication shall be deemed acceptance of the revised Policy.


13. Governing Law & Jurisdiction

This Policy is governed by the laws of India (Bharat).

All disputes arising under this Policy shall be subject to the jurisdiction of the courts in Rajkot, Gujarat, India, subject to the rights of consumers under the Consumer Protection Act, 2019.


Clause for Policy Binding Effect

Continued or one-time use of the software or support services after publication of updates constitutes acceptance of the revised Policy.