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TERMS & CONDITIONS

The terms & conditions applicable to the respective customer will depend on the plan that the customer has purchased. Existing customers can avail the Roadside towing and breakdown associated services on the subscription package only post 7 days from the date of purchase of Ola Care/Care Plus

Ola Electric Technologies Pvt Ltd offers the customer an option to select either of the two subscription plans:


Plan 1 : Ola Care Plan

The following services will be offered under Ola Care Plan:

  • Towing Assistance: Free towing of Ola scooter in case of breakdown & accidents of scooter from the place of incident to the nearest Ola Service center. (Unlimited km)
  • Puncture Assistance: On spot repair of flat tyre in the event of puncture.
  • Theft Assistance will be available between 8am-8pm under the helpline number 08033113311 or users can reach out to support@olaelectric.com. Ola Customer Care agent will guide users on the next steps in case of Ola Scooter theft. Assistance will be provided on a best efforts basis.
  • Free labor charges on any maintenance: No labor charge for any service (software changes, adjustments and hardware replacements) and repair for non-accidental and non-insurance related issues.


Plan 2 : Ola Care Plus Plan

The following services will be offered under Ola Care Plus Plan:

  • Towing Assistance: Free towing of Ola scooter in case of breakdown & accidents of scooter from the place of incident to the nearest Ola service center. (Unlimited km)
  • Puncture Assistance: On spot repair of flat tyre in the event of puncture.
  • Theft Assistance will be available between 8am-8pm under the helpline number 08033113311 or users can reach out to support@olaelectric.com. Ola Customer Care agent will guide users on the next steps in case of Ola Scooter theft. Assistance will be provided on a best efforts basis.
  • Medical Assistance: 24/7 Free ambulance service along with emergency online doctor consultation in the event of accidents involving your Ola Scooter.
  • Custody Services: Curated for emergency cases, in the event of a stranded vehicle, breakdown or accident of the vehicle; if the customer wishes to avoid/reduce wait time for the towing vehicle, service provider will dispatch a custody service that will take possession of the vehicle & allow the user to continue their onward journey.
  • Taxi for Onward Journey: In the event of towing, at the demand of the customer, the service provider will arrange a taxi to continue with the onward journey (up to Rs. 1000/-). Any amount excess of the limit will be borne by the customer. The amount will be communicated to the customer by the service provider. The amount will be communicated to the customer by the service provider, up to the limit specified the customer will get cashless service from the service provider.
  • Hotel Accommodation: If an accident happens outside the municipal city limits (25km) and the vehicle is towed to the nearest Ola service center/workshop, the customer will be provided hotel accommodation on free of cost basis, up to Rs. 2000/- per night for 1 night. Any amount excess of the limit will be borne by the customer. The amount will be communicated to the customer by the service provider, up to the limit specified the customer will get cashless service from the service provider. Any charges incurred by the customer at the place of accommodation aside from what is stated above shall be borne by the customer directly. Ola will not be responsible for any loss of belongings or discomfort etc that the customer shall face and the customer shall take the same up with the accommodation service provider directly.
  • Home Service & Pick-up/Drop: There will be no convenience charges levied to customers for servicing their vehicle at their doorstep (Ola authorized personnel will visit with tools and spares and resolve any issues) or for logistics of transportation of scooter from customer location and back for repair purposes.
  • Free Labor Charges on Any Maintenance: No labor charge for any service (software changes, adjustments and hardware replacements) and repair for non-accidental and non-insurance related issues.
  • Scooter Health Check: One free general health checkup. Ola in its sole discretion will decide whether this will be done at Home or at Service Centre.
  • Free Consumables as detailed below.
    Brake fluid, Front Brake Pad, Rear Brake Pad, FR wheel Bearings (6005), FR wheel Bearings (6004), RR wheel Bearing LHS, RR Wheel Bearing RHS, Rear shock bushing - Structure Arm, Needle bearing, Dust seal for needle bearing, Ball Cage top Bearing, Outer Race-Top Bearing Assembly, Inner Race - Bottom Bearing Assembly, Dust Cover - Bottom Bearing Assembly, Ball Cage- Bottom Bearing, Nut-Top Bearing Assembly, Nut-Top Bearing Assembly, Outer - Bottom Bearing Assembly, Washer-Top Bearing Assembly and Drive belt.

    Note - Consumables are replaced on a need basis only. The decision that a particular consumable needs replacement lies with Ola service representative. This excludes service/repair cases covered under Insurance, any deliberate damage and any damage due to natural calamities. This service is not a replacement for insurance and the final decision on repair cost lies with Ola.

Exclusions for Plan 1 & Plan 2

General Exclusions (Applicable for Towing & Puncture Assistance, Medical Assistance, Custody Services, Taxi for Onward Journey, Hotel Accomodation)

  1. Any event where breakdown is caused by deliberately inflicted damage, vandalism or participation in a criminal act or offense.
  2. Any event when the driver of the vehicle is found to be in any of the situations that are indicated below:
    The state of intoxication or under the influence of drugs, toxins or narcotics not medically prescribed.
    Lack of permission or corresponding license for the category of the vehicle or violation of the sanction of cancellation or withdrawal of them.
  3. Those accidents resulted from the illegitimate removal of the vehicle.
  4. Those accidents or breakdowns that are produced when the Customers infringed upon the regulatory ordinances as far as the requisites and number of persons transported, weight and means of things and animals that can be transported or the form of handling.
  5. Those happening while the vehicle lacks documentation or requisites (including Obligatory Insurance) legally necessary to drive on public roads in the country where the vehicle is found.
  6. Any vehicle involved in or liable to be involved in a legal case prior to immobilization.
  7. Those caused by fuels, mineral essences, and other inflammable, explosive or toxic materials transported in the vehicle.
  8. Any accident or breakdown caused due to usage of the vehicle for racing, rally and criminal activity purposes.
  9. Ola Care/Care Plus only applies to the Ola Scooter owner who purchases the subscription. It is non-transferable with change in Ownership of the scooter.
  10. Towing assistance will not cover charge run out cases due to customer negligence.

Omission (Applicable for Free Labor Charges on Any Maintenance, Free Consumables/Spare Parts, Home Service & Pick-up/Drop, Scooter Health Check)

Despite the breadth of Ola Care/Care Plus Subscription, damage resulting from intentional actions (including intentionally abusing or destroying your vehicle or ignoring active vehicle warnings or service notifications), a collision or accident*, or the servicing of the Battery or Drive Unit by non-Ola or non-certified personnel, is not covered under this Ola Care/Care Plus Subscription.

This Ola Care/Care Plus Subscription does not cover any vehicle damage or malfunction directly or indirectly caused by, due to or resulting from normal wear or deterioration (except listed consumables), abuse, misuse, negligence, accident, improper maintenance, operation, storage or transport, including, but not limited to, any of the following:

  1. Failure to take the vehicle to, or make repairs or service recommended by, an Ola Service Center or Ola authorized repair facility upon discovery of a defect covered by this Ola Care/Care Plus Subscription;
  2. Accidents, collisions, or objects striking the vehicle;*
  3. Any repair, alteration or modification of the vehicle that was made inappropriately, or the installation or use of fluids, parts or accessories, made by a person or facility not authorized or certified to do so.
  4. Improper repair or maintenance, including, but not limited to, the use of fluids, parts or accessories other than those specified in your owner documentation;
  5. Normal wear or deterioration, including, but not limited to, seat, trim and upholstery discoloration, punctures, tears, depressions, wrinkling abrasions or other deformations, paint and glass stone chips, and similar items.
  6. Any damage to your vehicle's hardware or software, or any loss or harm to any personal information/data uploaded to your vehicle resulting from any modifications or unauthorized access to vehicle data or software from any source, including, but not limited to, non-Ola parts or accessories, modifications, third party applications, viruses, bugs, malware, or any other form of interference or cyber attack.
  7. Towing the vehicle
  8. Theft, vandalism, or riot
  9. Fire, explosion, earthquake, windstorm, lightning, hail, flood, or deep water
  10. Driving off-road
  11. Driving over uneven, rough, damaged or hazardous surfaces, including but not limited to, curbs, potholes, unfinished roads, debris, or other obstacles, or in competition, racing or autocross or for any other purposes for which the vehicle is not designed.
  12. Overloading the vehicle;
  13. Ola Care/Care Plus only applies to the Ola Scooter owner who purchases the subscription. It is non-transferable with change in Ownership of the scooter
  14. Any charges associated with society/local rules for home service space in case of Home Visit have to be borne by the customers. Customers are responsible for getting any permission from local authorities in such cases.

The environment or an act of God, including, but not limited to, exposure to sunlight, airborne chemicals, tree sap, animal or insect droppings, road debris (including stone chips), industry fallout, rail dust, salt, hail, floods, wind and (thunder)storms, acid rain, fire, water, contamination, lightning and other environmental conditions or any other force majeure event.

Additional Limitations and Exclusions (Applicable for Free Labor Charges on Any Maintenance, Free Consumables/Spare Parts, Home Service & Pick-up/Drop, Scooter Health Check)

In addition to the above exclusions and limitations, this Ola Care/Care Plus Subscription does NOT cover:

  1. Any corrosion or paint defects including, but not limited to, the following:
    • Corrosion from defects in non-Ola manufactured or supplied materials or workmanship causing perforation (holes) in body panels or the chassis from the inside out. Surface or cosmetic corrosion causing perforation in body panels or the chassis from the outside in, such as stone chips or scratches.
    • Corrosion and paint defects caused by, due to, or resulting from accidents, paint matching, abuse, neglect, improper maintenance or operation of the vehicle, installation of an accessory, exposure to chemical substances, or damages resulting from an act of God or nature, fire, or improper storage.
  2. Non-genuine Ola parts or accessories or their installation, or any damage directly or indirectly caused by, due to, or resulting from, the installation or use of non-genuine Ola parts or accessories.
  3. Parts, accessories and charging equipment that were not included in the purchase of the vehicle; these items have their own warranties and are subject to their own terms and conditions, which will be provided to you as applicable.
  4. Any additional Ola parts or labor required to repair or service a vehicle, whether under warranty or otherwise, due to any of the exclusions specified in this Ola Care/Care Plus Subscription, including but not limited to, hardware or software modifications or non-genuine Ola parts or accessories.
  5. Tires, which have their own warranties and are subject to their own terms and conditions, which will be provided to you as applicable;
  6. General appearance or normal noises and vibrations, including, but not limited to, brake squeal, general knocks, creaks, rattles, and wind and road vibration for which there are no malfunctioning parts requiring replacement; and
  7. Appearance care (such as cleaning and polishing).

Ola Care/Ola Care Plus Plan

You are responsible for the proper operation of the vehicle and for receiving and maintaining detailed and accurate records of your vehicle’s maintenance, including the 17-digit Vehicle Identification Number ('VIN'), servicing center name and address, mileage, date of service or maintenance and description of service or maintenance items, which should be provided to each subsequent purchaser or transferee. You may void this Ola Care/Care Plus Subscription if you do not follow the specific instructions and recommendations regarding the use and operation of the vehicle provided in your owner's manual, including, but not limited to:

  1. Installing the vehicle's software updates after notification that there is an update available;
  2. Complying with any recall advisories;
  3. Carrying passengers and cargo within specified load limits; and
  4. Making all repairs.

The following will also void this Ola Care/Care Plus Subscription:

  • Vehicles that have had the VIN defaced or altered or the odometer or other related system disconnected, altered or rendered inoperative so that it is difficult to determine the VIN number or actual mileage;
  • Vehicles that do not have clean title or have been sold, designated, labeled or branded as dismantled,
  • fire-damaged, flood- damaged, junk, rebuilt, salvage, reconstructed, irreparable or a total loss; and
  • Vehicles that have been determined to be a total loss by an insurance company.
  • Vehicles that are used for commercial purposes and not personal use.

*Cancellation of this Ola Care/Ola Care Plus is not allowed post completion of scooter registration and the company reserves the right to the final decision in all matters relating to the Ola Care/Care Plus Plan.

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