Privacy Policy


These terms and conditions (“Terms”) shall govern the transaction between Urban Customer Service and the party whose name appears on the Order (“Customer”) in relation to the Plan(s) provided by Urban Customer Service.

These general terms and conditions define the framework and the respective obligations of the parties. Specific terms and conditions relating to the specific Plan(s) that has been availed or subscribed to by the Customer supplementing or derogating from these general terms and conditions may be agreed to in the Plan Terms in writing which shall be annexed to this Terms.

The customer acknowledges the receipt of the Terms and the Plan Terms, as applicable and agrees to be fully bound by the Terms and the relevant Plan Terms. In the event, the Customer avails of any benefit under any of the Plan Terms or lodges a claim within the term of the Policy, the Customer shall deemed to have accepted the Terms unconditionally.


Further, the Customer has and hereby consents to the use of the Personal Information by Urban Customer Service for the purposes of providing the various services under the Plan(s) offered by Urban Customer Service. Urban Customer Service respects the privacy of the Customer and the confidentiality of Customer’s Personal Information so collected by Urban Customer Service by itself or on its behalf and shall take all reasonable steps to protect it and maintain its confidentiality.

The Customer also hereby consents to the Personal Information being disclosed by Urban Customer Service to any third party including any insurer, Service Partner of Urban Customer Service who will be either providing the add-on insurance or other benefit and/or services on each of the Plan(s) for the purposes of fulfillment of the services or if required by law..

The Customer expressly and without limitation, consents to Urban Customer Service or its service partners recording phone calls between the Customer and Urban Customer Service on the helpline numbers set out in the relevant Plan Terms in order for Urban Customer Service to inter alia (i) provide a record of the instructions received from the Customer and to share the same with the Service Partners, if required, (ii) allow itself or its service partners to monitor quality standards, (iii) training purposes, and (iv) meet legal and regulatory requirements.

The Customer acknowledges that Urban Customer Service has the sole right to vary the features/benefits under the Plan(s) or the Plans or the amount or rate of the Total Fee or part thereof, from time to time.

The Customer hereby provides his/her consent to Urban Customer Service for appointing agents to collect amounts payable to Urban Customer Service, as may be considered necessary in the sole discretion of Urban Customer Service and which shall be at the sole risk and cost of the Customer.

The Customer acknowledges that Urban Customer Service may engage third parties including Service Partners for the fulfillment of the services and the Customer hereby consents to Urban Customer Service disclosing, to the extent relevant, the Customer’s Personal Information and/or details of Plan(s) availed by the Customer to inter alia (a) our affiliates Service Partners (b) to our suppliers, vendors, for the purposes of servicing the Customer.

The Customer hereby consents to Urban Customer Service identifying any service providers and/or products that may be of some interest to the Customer.


Urban Customer Service shall charge the Total Fee from the Customer for availing of the Plan(s) from time to time. The Total Fee shall be payable in advance and the Customer may make a one-time payment of the Total Fee for the applicable period or authorize Urban Customer Service with appropriate debit instructions to deduct the Total Fee from the Customer’s bank or credit/debit card from time to time including applicable taxes and levies.

The Plan Fee(s) and the Insurance Fee for the respective Plan(s) shall be as more particularly set out in the Plan Terms.

Activation of the Plan(s) is subject to realization/receipt of the Total Fee.


The Customer acknowledges and understands that claim or payment of any benefit covered by an add-on group insurance cover shall be at the sole discretion of the Insurer and Urban Customer Service shall only provide assistance in facilitation of the claim by liaising with the Insurer.

 Any claims made by the Customer under these Terms and Plan Terms shall be subject to the following:

  1. a) The Customer having met and complied with the Terms and the Plan Terms (as applicable). This also applies to terms and conditions set out herein and any others which may be added to the Terms and/or the Plan Terms and communicated to the Customer at a later date;
  2. b) The Customer having provided Urban Customer Service with full and accurate information in connection with the coverage, as applicable;
  3. c) The Customer having acted in a bona fide manner to make a claim;
  4. d) The Customer having complied with the requirements of the Insurer for the purposes of processing the claim, may be required from time to time]
  5. Claim form duly filled & signed by the Customer; and
  6. F.I.R. or intimation copy issued by the police; and

iii. Any other document as may be required by the respective Insurer.

Notwithstanding anything contained hereinabove, Urban Customer Service shall not be obliged to entertain any claim from the Customer unless (i) the Customer is over the age of 18 years and a resident of India, and (ii) the Total Fee up to the date of claim has been paid

The Terms will inure to the benefit of the legal successors of Urban Customer Service. Other than as stated above, no assignment of the Terms is possible.

Urban Customer Service will not incur any liability to the other party on account of any loss or damage resulting from any delay or failure to perform all or any part of these Terms if such delay or failure is caused, in whole or in part, by events, occurrences, or causes beyond the control and without negligence of the parties. Such events, occurrences, or causes will include, without limitation, acts of God, bandhs, riots, acts of war, natural disaster, fire and explosions, or any other events reasonably beyond the control of either party.

Urban Customer Service reserves the right to amend the Terms and/or the Plan Terms and/or the features or pricing of the Plans. Upon such amendment such terms will become applicable immediately and will be intimated to the Customer in due course.If the Customer does not accept the amendment of the Terms and/or the Plan Terms, he shall have the right to terminate Terms and the Plan Terms with appropriate notice as may be specified in Clause 6. The alteration of the Terms and/or the Plan Terms shall be deemed accepted where the Customer continues to use the service one (1) month after the amendment has taken effect.

The Terms alongwith the relevant Plan Terms constitutes the entire agreement between the parties with respect and in relation to the Plan (including any modification or amendment thereto) subscribed or availed of by the Customer and supersedes all previous communications, representations, understandings and agreements, either oral or written.

The Agreement shall be governed by the laws of the Republic of India.

All disputes arising in connection with the Terms and/or the respective Plan Term(s) shall be finally settled by arbitration pursuant to the rules of the Arbitration and Conciliation Act, 1996, by one arbitrator appointed in accordance with the said Rules. The seat of arbitration shall be Mumbai. The language of the arbitration proceedings shall be English. The decision of the arbitrator shall be final and binding on the parties.

For more details please feel free to contact us.

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