|
- Customer can make payment for the chosen membership package either by Cheque / DD / PO drawn in the name of “Rosebys Home Care Private Ltd. or through credit card online or in person. Customer can also pay through Net Banking.
- Then the Home Jeanie representative will visit the house of the member and inspect the covered equipments and note down their unique id nos. & other relevant details which will enable Home Jeanie to serve the customer better
- Upon completion of the inspection and collection of membership fee, Company will send a customer Kit consisting of Membership Card and Unique ID along with a copy of the contract and scope of work.
- Service will be activated after the Member logs in / confirms to the Home Jeanie customer care representative the unique ID sent along with the Welcome Kit
- Customer can call out for covered services either on phone to the Home Jeanie phone number - 60006100 or through the Home Jeanie website – www.myhomegenie.in In both cases, Customer is required to provide the required ID before the service request gets registered.
- Though the service requests will be lodged 24 X 7, provision of normal services will be between 10 am to 8 pm and emergency services will be as communicated at the time of lodging the complaint. For emergency services beyond the above timing, applicable conveyance charges will be payable by the Member to the Service Provider. However, only skeletal emergency services will operate on Republic Day, Independence Day, Gandhi Jayanti and Viswakarma Day.
- In case services for supply of goods like gifts / food etc., the same will be delivered as per the norms of the actual service partner.
- It is presumed that the Customer will make available suitable entry to the Service Providers for attending to the service calls and on completion of satisfactory service, the Customer or the person authorized by the Customer would sign the prescribed format and hand it over to the Service Provider as confirmation of work done. In case, for any reason the Job Completion report is not signed by the Customer or the authorized representative and no further calls for same service are received by the Company within 24 hours of the job completion, it will be automatically presumed that the service has been fully provided for.
- Once a Authorized Service Provider of Home Jeanie is allowed entry, it would be presumed that this has been done with the consent of the Customer.
- For any reason, when the Authorised Service Provider from Home Jeanie reaches the house of the customer for service and the house is locked or the Service Provider is turned away for whatsoever reason, it would be imperative for the Customer to re-lodge the service request. To avoid difficulty, it would be beneficial if a customer could indicate at the time of seeking the service, the appropriate time during when the service request could be addressed. In such a situation, efforts will be made to adhere to the times sought by the customer (within the normal service provision times), to the best of ability. However, Company / Service Provider cannot be held accountable for any consequential liabilities, if in case the services requested are not able to be delivered in the time line sought by the customer.
- Home Jeanie Service Providers will carry an id which may be verified by the Customer or the authorized representative before allowing entry to the house. However, in respect of supply of merchandize the service providers will carry their own ID and not of Home Jeanie. In case the Customer wants to verify before allowing entry of a Service Provider, he can do the same by calling Home Jeanie Customer Care number.
- It would be necessary for the Customer to provide suitable entry / access to the Service Provider to service the relevant equipments or if any special equipments are required for accessing the equipment, this need to be informed to Home Jeanie Complaint Centre at the time of seeking service request. If Home Jeanie is required to incur additional cost on account of arranging the material to get the access to the equipment, such costs will be charged at actuals to the customer on pre-approved and paid basis.
- Customer is not expected to negotiate any price or pay any amount to the Service Provider for the services. In the event any Service Provider seeks any such payment, Customer is obliged to report the same to the Customer Care Center. However, in case payment is required for replacement of parts, the same shall be made to the Service Provider and receipt obtained.
- The Service Providers are required to wear the Home Jeanie uniform and are also trained to act diligently, honestly, professionally and behave properly with the Customers. In the event there are violations of the same observed, the Customer will lodge a complaint to the effect to the Home Jeanie Customer Care Service, for necessary action on such service providers.
- Scope of services under Home Jeanie does not envisage repairs or replacement of parts. While the Home Jeanie Service Provider, after inspecting the equipment, if required, will indicate the required repairs / replacements to the customer, it is not obligatory for the customers to utilize the services of the Service Provider for such repairs / replacements. If in case the Customer desires to utilize the services of Home Jeanie Service Provider to undertake the necessary repairs / replacement of parts etc., the same shall be done directly with the Service Provider and Home Jeanie will not be responsible for the work or outcome. Guarantees / Warranties if any for such work will be provided by the respective Service Provider, as prevalent in the Market. However, Customer is requested to keep Home Jeanie informed of the work done and the charges paid for the same to enable to track the history.
- If at the completion of work, the Customer is not satisfied with the work or any other aspect of the service, he shall lodge his complaint to the Company, which will act on the complaint and will respond to the Customer to address the complaint.
- As per the Scope of work, a customer could avail of service calls for any of the covered equipment without any limitation within the contract period. However, where in any of the covered equipments, same complaint is lodged and attended to for atleast four times in 2 months, Company has the right to consider taking the equipment out of the purview of the scope and offering to the Customer the option to include any other product of similar type with the approval of the Company.
- Customers are expected to deal with the Service Providers in a courteous and professional manner. In case if it is established that any Customer has acted in an inappropriate manner with the Service Provider, Company reserves the right to terminate the agreement and refund membership fee paid by the Customer on prorated basis linked the balance months of service left under the contract.
- In case of any criminal act by the Service Provider observed by the Customer while providing service in the premises of any member, the Customer will be required to take direct action under laws of the Country on such Service Provider (and exclude Home Jeanie) and also keep the Company informed of full details of the same as soon as possible
- In an unlikely event of any covered equipment breaking down at the time of providing service on that equipment, attributable to bad / poor quality workmanship of the Home Jeanie Service Provider, Company will, at its own cost, rectify the break down and reinstall the equipment as before, within a reasonable period of time. Company will not be liable for anything beyond this.
- In case Customer utilizes Home Jeanie Manpower Provisioning services, the following will apply:
- Home Jeanie acts only as a placement consultant and the responsibility is limited to providing names of trained and police-verified individuals against payment of fixed service charges to be paid by the Customer as applicable. Where police verification is not permitted prior to engagement by the Customer, Home Jeanie will process and obtain police verification of the engaged person by the member, within 30 – 45 days of engagement.
- The Customer will, after meeting the person(s), approve or disapprove engagement
- Once the Customer engages any of these individuals, Home Jeanie is no way further responsible for either the conduct of the individual or for any other claim by the customer. The Customer will keep the Company informed of the salary and benefits being offered to the individual before engagement.
- All persons suggested are pre police-verified. However, a Customer could also get the police verification of the chosen person done again at his end.
- The Customer will keep the Company informed, in case the person so engaged leaves the services and further will fill an appraisal form of the individual’s performance and send it to the Company.
- The Customer agrees to treat the individual in a fair, equitable and proper manner. In case any of the individuals engaged by the Customer through Home Jeanie are aggrieved against the customer for any reasons and complain to the Company, Company reserves the right to check up with the Customer and try to resolve the issues if any. The customer shall co-operate with the Company.
- In case a Customer utilizes Home Jeanie Services which are provided through external vendors (like Pest Control, Food supply, Gift delivery etc.), the quality of product, timely deliveries, warranties / guarantees if any etc. will be as provided by the Vendors and Home Jeanie will in no way be responsible for any of these aspects, except to co-ordinate the delivery of the product to the customer by the Vendor or in exceptional circumstances, arrange to refund the payment to the Customer within a reasonable time.
- In case a Customer utilizes Home Jeanie Services for Personal care – (fitness and beauty treatment, physiotherapist, pathological testing including BP check up), Home Jeanie will list the names of shortlisted authorized service providers in its Web site after an internal due diligence process. The customer will be free to choose any one of these Service Providers. Thereafter Home Jeanie will ask the chosen service provider to meet the needs of the Customer. The charges for the same will be either collected by Home Jeanie or the Service Provider as applicable. Except for this co-ordination, Home Jeanie is in no way responsible for any outcome / actions / inactions / quality issues / poor performance etc. found in the service provided by the Service Provider chosen by the Customer. However, in case of such a complaint, the Customer may lodge a complaint to the Company for necessary action with the Service Provider.
|
