Authorized Service Partner Agreement

Effective Date: 18-05-2026

Introduction

These Terms & Conditions are applicable to all Authorized Service Centers (ASC) / Service Partners associated with MZI for installation, repair, warranty support, customer service, and related operational activities.

The purpose of these terms is to ensure smooth operations, transparent payment processing, proper service quality, and professional coordination between both parties.

By accepting work assignments, using the company mobile application, or signing this agreement, the ASC / Service Partner agrees to follow all the terms mentioned below.

Terms & Conditions

1. Monthly Invoice Submission

The ASC / Service Partner must submit invoices on a monthly basis only.

Invoices should be prepared according to the closed call details shared and approved by MZI. Any unapproved, incomplete, or mismatched call details may not be considered for payment processing.

The invoice must include:

• Closed call details
• Service report details
• Spare part usage (if applicable)
• Travel claim details (if applicable)

2. Payment Processing Timeline

Payments against approved invoices will be processed within 15 days from the invoice submission date.

Payment processing is subject to:

• Verification of closed calls
• Customer confirmation
• Proper documentation
• Approval from the company accounts/operations team

Any discrepancy or pending clarification may delay the payment process.

3. Spare Parts Supply & Charges

Required spare parts will be provided by the company on a chargeable basis as per the approved spare parts price list.

The ASC / Service Partner is responsible for:

• Proper handling of spare parts
• Correct usage during service
• Maintaining records of spare consumption
• Returning unused or defective spare parts if required

Any damage, loss, or misuse of spare parts may be chargeable.

4. Spare Parts Credit Limit

The maximum credit limit for spare parts supply is ₹5,000 only.

If the outstanding amount exceeds the approved credit limit:

• Further spare dispatch may be stopped
• New requests may be kept on hold
• Services may get delayed until pending dues are cleared

The ASC / Service Partner is responsible for timely settlement of outstanding spare payments.

5. Mandatory Mobile Application Updates

All service activities must be updated through the official company mobile application within the defined timeline.

The ASC / Service Partner must:

• Accept assigned calls on time
• Update service status regularly
• Upload closure remarks properly
• Submit customer feedback/signature if required
• Close calls only after service completion

Manual updates or delayed entries may not be accepted in certain cases.

6. Mobile App Closure Bonus Policy

Closure bonus or incentive benefits will be applicable only for:

• Properly updated calls
• Verified service closures
• Genuine customer visits
• Correct documentation through the mobile application

Incomplete updates, fake closures, or missing information may result in bonus rejection.

7. Travel Allowance Policy

Travel allowance will be calculated as per the official tariff shared by the company through WhatsApp or official communication channels.

Travel allowance will be applicable only after the municipal limit of 30 KM (up & down).

Example:

• If total travel distance is within 30 KM, no travel allowance will be applicable.
• If travel exceeds 30 KM, allowance will be calculated as per approved tariff policy.

The company reserves the right to verify distance details before approval.

8. Travel Reimbursement Claim Rules

For claiming travel reimbursement, the ASC / Service Partner must provide:

• Correct travel distance
• Customer location details
• Supporting proof if required
• Proper call/service reference

Incorrect, exaggerated, or unsupported claims may be rejected.

Repeated incorrect claims may lead to payment deductions or operational action.

9. Fake Closure, Wrong Claim & Customer Complaint Policy

The company follows a strict verification process for service closures and claims.

The following activities are strictly prohibited:

• Fake call closures
• False customer updates
• Incorrect travel claims
• Wrong spare part claims
• Misleading service reports
• Misbehavior with customers

If any such issue is identified:

• Claim amount may be deducted
• Payment may be withheld
• Penalty may be applied
• Partnership may be suspended or terminated in serious cases

10. Service Quality & Professional Conduct

The ASC / Service Partner is expected to maintain:

• Professional customer behavior
• Timely service response
• Proper grooming and communication
• Technical service quality standards
• Respectful customer interaction

The service partner must avoid:

• Arguments with customers
• Misleading commitments
• Delay without updates
• Unprofessional behavior

Customer satisfaction and company reputation must always be maintained.

11. Changes in Rates, Policies & Operations

MZI reserves the full right to:

• Revise service charges
• Change reimbursement policies
• Modify operational procedures
• Update incentive structures
• Change spare part pricing
• Introduce new compliance requirements

Such changes may become effective immediately or from the communicated effective date.

12. Suspension or Termination of Partnership

The company may temporarily suspend or permanently terminate the ASC / Service Partner in case of:

• Non-compliance with company policies
• Repeated customer complaints
• Fake closures or fraud activities
• Poor service performance
• Non-payment of dues
• Misuse of company resources or data

The company’s decision in such matters shall be considered final.

13. Jurisdiction & Legal Authority

Any dispute, legal matter, or disagreement related to services, payments, operations, or partnership shall be subject to the jurisdiction of the company’s registered office location only.

14. Agreement Effective Date

These Terms & Conditions shall become effective from the date of:

• Onboarding confirmation
• Signature by both parties
• Acceptance of service assignments
• Use of company systems or mobile application