Service & Warranty Policy

We believe in absolute transparency — nothing left to chance, nothing left to misinterpretation. Below is our complete framework defining how we protect your water, your machinery, and your peace of mind.

1. Our Core Service Packages: AMC vs. ACMC

To keep your Aqua Sutra Water Softeners, Sand Filters, Carbon Filters or Mixed-Bed units performing flawlessly over time, we offer two distinct tiers of Annual Maintenance Contracts.

Plan A — Annual Maintenance Contract (Standard AMC)

• What's included: Exactly 3 scheduled, proactive Preventive Maintenance (PM) visits per year, automatically spaced at 4-month intervals to check system health, calibrate automatic valves and test output water hardness.
• The fine print: All technician labour fees for cleaning, dismantling and regular reassembly are 100% covered during these slots. However, all physical spare parts and bulk raw filter media are strictly chargeable at the time of fault.
• Emergency calls: Any unscheduled breakdown service request logged outside your 3 standard PM visits will be billed at a flat rate of ₹500 per engineer visit.

Plan B — Annual Comprehensive Maintenance Contract (ACMC)

• What's included: The 3 scheduled, proactive PM checkups to monitor long-term wear profiles, plus unlimited emergency breakdown callouts at zero deployment fees.
• Hardware covered: 100% protection, repair and replacement coverage for high-value electronic components — automatic multiport valve heads, programmable display PCBs, drive motors, optical tracking sensors, pistons, step-down transformers, power adapters and inline pressure/hydraulic gauges.
• The filtration bonus: Includes a one-time, free-of-cost replacement of all standard filtration elements/membranes during the renewal execution period to ensure smooth, high-capacity flow.

2. Dynamic Multi-Year Pricing & Continuity Locks

Lock in today's service rates and insulate your household against future inflation or component cost shifts with our long-term commitment rewards:

• 2-Year Dynamic Term: 10% flat discount on cumulative package value, plus an ironclad 24-month price freeze on all underlying spare parts.
• 3-Year Lifecycle Term: 15% flat discount on cumulative package value, plus 1 complementary Resin Stripping & Deep-Clean Chemical Backwash using professional-grade specialised media stripping agents.

3. Mandatory Operational Conditions & Guardrails

Because whole-house water softeners and media filters deal with highly aggressive environmental inputs, our service warranties operate within strict engineering boundaries:

⚠️ The 1,300 PPM Hardness Boundary

Our standard protection parameters apply exclusively while raw input supply displays a maximum ceiling of 1,300 PPM of Total Hardness. If source testing reveals parameters exceeding 1,300 PPM or uncovers chemical traits unsafe for automated resins/membranes, our team will advise essential pre-treatment configurations at an additional cost. Operating an Aqua Sutra unit outside our user-manual specifications without an approved pre-treatment system will automatically render existing care contracts void.

🧪 Laboratory Water Testing Mandate

For all Aqua Sutra softeners featuring processing capacities of 15 Litres and above, a comprehensive source water analysis report from a certified laboratory is mandatory prior to system optimisation. This requirement is waived only if your property sits in an area where an identical Aqua Sutra asset is already working satisfactorily from the exact same water supply line.

🔍 Pre-Incentive Inspection (PII)

For legacy water systems or third-party manufacturer installations migrating under the India Water Systems network for the first time, a mandatory physical inspection call costing ₹750 is deployed to verify baseline asset health before contract onboarding approval.

4. Corporate Operational Clauses & Legal Disclaimers

• Depreciated Exchange Clause: In the rare event our engineering team is unable to restore an active asset to safe working conditions due to structural obsolescence, IWS will offer a product exchange at an adjusted valuation determined by the depreciated life factor of the equipment.
• Repair Longevity Warranty: All out-of-warranty standard repairs carry an isolation warranty of one month. Zero service charges will be levied if the exact same system symptom recurs within 30 days of our field intervention.
• Verification Prerequisite: Our service centre reserves the absolute right to refuse field repair or adjustments in the absence of an authentic proof of purchase, a valid contract copy or an intact, unaltered serial number on the physical machine.
• Physical Alterations & Impacts: Any unauthorised external physical modifications, user errors, structural shifts or severe impact breaks to the plant shall render existing warranty/care terms completely null and void.
• End-User Indemnification: The customer acknowledges that all purchases of service packages, media and spare parts are intended strictly for self-use only, and are not purchased for commercial re-sale activities.
• Non-Transferability: The customer shall not assign, transfer or delegate their contract rights or obligations to another property or third party without the prior written consent of Aqua Sutra Technologies LLP.

5. Geographic Service Jurisdictions & Travel Allowances

Field service response parameters and travel resource allocations are strictly categorised by standard radial zones relative to our primary hub:

Zone A radius is measured from our Suchitra Service Centre, Hyderabad. The ₹10/km allowance applies to all 3 scheduled PM visits and any emergency breakdown calls under both AMC and ACMC plans.

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