Privacy Policy

This statement of privacy (“Privacy Policy”) describes how Carclenx Pvt Ltd (hereinafter referred to as “we”, “us” “our”) collect, use, and disclose information pertaining to you- the user (hereinafter referred to as “you”, “your”) obtained via this website cloud.carclenx.com (“Website”).
Please read the following to learn about our practice of secure collection, use, disclosure and dissemination of information practices.
By visiting this Website you agree to be bound by the terms and conditions of this Privacy Policy. If you do not agree, please do not use or access our Website. This Privacy Policy is incorporated into and subject to our Terms of Use (“Terms of Use”).

TERMS AND CONDITIONS

PEXACarclenx products and services are curated to provide our clients with maximum value for their money. We focus our expertise on providing exceptional services at reasonable prices. With a combination of substantial technical competence and relevant experience, we provide services that are focused on getting accurate and correct results.

General Service Policy

While PEXA CarclenxShoppee products are available throughout India, PEXA Carclenx Services are limited due to our ongoing franchise expansion.

You can avail PEXA Carclenx car services at your fingertips with our digital platform. Enjoy our services from the nearest franchise. If an auto care professional is available within a 10km radius, we will immediately schedule an appointment. Kindly read the policy instructions in case of any dissatisfaction or complaints. Any dissatisfaction or change that needs to be addressed must be in tandem with our return and service policy as mentioned below.

CarSpa’s Service Policy

CarSpa services are available across India through PEXA Carclenx franchise outlets. Register a Car Spa through our digital platform or call your nearest franchise to book an appointment. Once registered, service executives nearest your registered location will promptly respond.

Conditions:

• Service quality is ensured by PEXA Carclenx across all franchise outlets, and therefore, any dissatisfaction in the services provided must be directly addressed at the franchise.

• Offline payments will be received at the franchise and all online payments received on behalf of PEXA Carclenx will be directed to the franchise.

• Under any circumstances, if the prepaid scheduled appointment is delayed or cancelled without notice, PEXA Carclenx takes full responsibility to initiate a refund or reschedule it to the nearest available date.

• For any complaints, there will be no refund. Instead, all valid complaints will be addressed by rectifying the issue when the work is in progress.

• For all other grievances, kindly contact our customer care number or write to us on [email protected]. We will have the problem resolved at the earliest.

Service Policy-Mechanics

Register an appointment through our online platform as soon as the service period is due. Our crew will pick up your vehicle and service it within our expert network of workshops. We will keep you updated on the progress and return it to you on time.

Conditions:

• Our crew of certified auto mechanics will address your request based on geographical proximity.

• In the event of rush hours or unavailability of the crew, the app would update the same. You could reschedule or wait until the app allots a service slot.

• There will be no refund in the case of any complaints regarding the repaired mechanical parts. Only those parts which may have been damaged during transit or by means of any default in service will be replaced.

• Under any circumstances, if the prepaid scheduled appointment is delayed or cancelled without notice, PEXA-Carclenx takes full responsibility to initiate a refund or reschedule it to the nearest available date.

• Any dissatisfaction with our services must be notified at the time of assistance. Complaints regarding the same would not be admitted later. We would be glad to make amends as long as the work is in progress.

• For all other grievances, kindly contact our customer care number or write to us at [email protected]. We will have the problem resolved at the earliest.

 

Roadside Assistance Policy

Roadside assistance services can be availed through our digital platform. You no longer have to wait; our roadside service assistance will locate and connect you to the nearest auto recovery agent within the shortest amount of time.

Conditions:

• Assurance of assistance service depends on the availability of the crew in the location.

• Under any circumstances, if the app does not provide assistance due to unavailability of auto care personnel, then kindly contact us directly so we can help you out as best as we can.

• Any dissatisfaction with our services must be notified at the time of assistance. We would be glad to make amends as long as the work is in progress. Complaints regarding the same would not be admitted later.

• All payments for assistance services booked through the app, except cash on delivery, should be made through the digital platform itself. For cash on delivery, please pay the personnel directly.

• Our services have standardised rates. If you are required to pay more than the prescribed amount, please notify customer service. Necessary action will be taken immediately and we assure you that the grievance will be addressed.
• Under any circumstances, if the prepaid appointment is delayed or cancelled without notice, PEXA-Carclenx takes full responsibility to initiate a refund or direct you to other alternatives via our customer care.

Return Policy for Carshoppee

PEXA – Carclenx thrives on our motto that customer satisfaction is of prime importance. Our comprehensive return policy ensures that we resolve issues with your product, either in person or through our helpline.

Return policies vary from product to product, i.e., all listed products may not have the same return policy. While you can opt for a refund on a few products in certain categories, others may only be eligible for an exchange. The products and services are divided into various categories based on their utility. The stipulated return policy of each product will be given predominance over the general return policy. Kindly read each section carefully to understand the terms and conditions under which returns will be accepted.

Categorical return policy

 

 

General Returns Policy

 

1. Certain listed products are returnable within the applicable return window. If a defect is determined, a replacement of the same model will be provided at no additional cost. In other cases, wherein no defect is diagnosed, you will be directed to the warranty partner to resolve any subsequent issues.
2. Products marked as “non-returnable” on the product detail page cannot be returned.
3. Please contact our helpline if you have received a non-returnable product in a damaged or defective condition. Ensure you seek a replacement within 3–7 days from the delivery of the product.
4. Under our returns policy, it is clarified that a customer may only be able to seek a one-time replacement under this policy, unless it falls under the below mentioned exceptions:
   • product undelivered
   • product/accessories missing
   • incorrect product or accessories were delivered

 

5. A return will be processed only if:
   1. We can ensure that the product was not damaged in your possession as only transit damage is covered under the policy,
   2. If the product differs from the product shipped,
   3. The product is returned in original condition with the brand’s or manufacturer’s box, MRP tag intact, user manual, warranty card, and all the accessories intact.

 

6. Products may not be eligible for return in some cases, including cases of buyer’s dissatisfaction, such as incorrect model or colour of product ordered or incorrect product ordered.
7. Products marked as “non-returnable” on the product detail page cannot be returned.
8. No additional information is required to return an eligible order unless otherwise noted in the category specific policy.

 

REPLACEMENT

Products would be eligible for replacement only if the seller has the same exact item in stock.

In any case, if the product placed under the replacement request is not available, a refund will be issued immediately as wallet money.

International purchases will not be eligible for returns or replacement. Instead, in case of any dissatisfaction, they are eligible for a refund or to acquire the sum as wallet money.

REFUNDS

Items listed under Category B are eligible for return within 7 days of delivery. In the unlikely event of a damaged, defective or different item being delivered to you, you can avail of a replacement. You can also return the product for a full refund. PEXA-Carclenx’s return policy stipulates that those refunds be added as wallet money. This money is redeemable on your next purchase.

Refunds for cash on delivery will be made via online transfer of funds to the customer’s bank account. The refund will happen within 14 days of receipt and inspection of the returned goods. In conjunction with PEXA – Carclenx customer service, the buyer must deliver the merchandise untampered and ensure that the original invoice is maintained until the refund procedure is completed.

RETURNS PROCEDURE

The Pexa-Carclenx team has complete authority to determine whether to accept or reject the return request on a case-to-case basis. Returned products will be subjected to a thorough inspection for damage and missing parts. Returns will be accepted depending upon the support shared by the customer and due cooperation with the team.

If you are unsatisfied for any reason as per the terms and conditions mentioned above, you may return the merchandise in its original packaging within 7 days of delivery. In the event of any product loss or damage to the packaging, PEXA – Carclenx will not be liable for any product loss or refund of the amount for the order.

In the event that we decline a replacement request and the buyer is unconvinced with the reason provided, the buyer can write to us and the grievance will be addressed at the earliest.

 How to file/request a return:

In the case of online purchases, log on to the PEXA-Carclenx website and reach out to us through our customer care support number 9745401234, 1800 1214 150 or write to us at [email protected]. State the reason for the return as well as include a copy of the original invoice.