1.1 In these Terms, unless the context requires otherwise:
(a)“Purifier” means the water purifier, together with its accessories, filters, membranes, pipes, fittings and any other component supplied by Vault RO;
(b) “Subscription Charges” means the periodic rental or plan charges payable for the Purifier, as shown at the time of booking;
(c) “Security Deposit” means the refundable deposit described in clause 8;
(d) “Trial Period” and “Lock-in Period” have the meanings given in clauses 5 and 6 respectively;
(e) “Major Damage” has the meaning given in clause 9.2; and
(f) “Installation Date” means the date on which the Purifier is installed and made functional at the Customer’s premises.
1.2 Headings are for convenience only and do not affect interpretation. References to clauses are to clauses of these Terms. The Schedule forms part of these Terms.
2.1 The Customer must be a person competent to contract under the Indian Contract Act, 1872 and must be at least eighteen (18) years of age.
2.2The Customer represents that the information, identity and address details given to Vault RO are true, complete and current, and shall promptly inform Vault RO of any change.
2.3 These Terms apply to residential connections. Commercial or institutional connections, if offered, are subject to separate terms and a separate deposit.
3.1Vault RO provides the Purifier to the Customer on a subscription / rental basis. This is a bailment of the Purifier for use only. It is not a sale, a hire-purchase or an agreement to sell.
3.2Ownership of the Purifier remains with Vault RO at all times. Nothing in these Terms transfers any right, title or interest in the Purifier to the Customer, and payment of the Security Deposit or any Subscription Charges does not create any such right.
3.3The Customer shall not sell, lease, sub-let, pledge, mortgage, lend, part with possession of, or create any lien or encumbrance over the Purifier. The Customer shall inform Vault RO immediately if any third party claims any right over the Purifier.
3.4Vault RO may affix or retain labels, serial numbers or other identification marks on the Purifier. The Customer shall not remove or alter them.
4.1A booking is complete only when Vault RO confirms it and the Security Deposit and any first Subscription Charges are received. Vault RO may require identity and address proof and may decline any booking at its discretion.
4.2Installation will be carried out by Vault RO or its authorised technician at the Customer’s premises, on a date and time notified to the Customer. The Customer shall give safe access and shall ensure that a suitable water inlet, drainage point, power supply and wall or platform space are available.
4.3Civil, plumbing, electrical or carpentry work beyond standard installation, if required, is the Customer’s responsibility unless Vault RO agrees otherwise in writing. Where the premises are rented, the Customer confirms that the owner’s consent has been obtained wherever it is needed.
4.4Installation is complete when the technician makes the Purifier functional. Vault RO may record the Installation Date through its systems, service report or app.
5.1The Customer is entitled to a free trial of seven (7) days commencing on the Installation Date (the “Trial Period”). No Subscription Charges are payable for the Trial Period.
5.2 If the Customer returns the Purifier within the Trial Period by raising a return request, and the Purifier is handed over to Vault RO, the entire amount paid by the Customer, including the Security Deposit, shall be refunded in full, in accordance with clause 14.
5.3 If the Customer does not return the Purifier within the Trial Period, the subscription shall continue and the Customer shall be bound by the Lock-in Period in clause 6.
6.1 Where the Purifier is not returned within the Trial Period, the Customer is bound to retain the Purifier and pay the Subscription Charges for a minimum period of three (3) months from the Installation Date (the “Lock-in Period”).
6.2The Customer may return the Purifier and terminate the subscription only after the Lock-in Period ends, subject to clauses 13 and 14.
6.3If the Customer terminates or returns the Purifier before the Lock-in Period ends, the Customer shall remain liable to pay [the Subscription Charges for the unexpired portion of the Lock-in Period / the early termination charge stated in the Schedule]. Vault RO may adjust this amount against the Security Deposit, and the Customer shall pay any shortfall.
7.1The Customer shall pay the Subscription Charges for the selected plan in advance, in the manner and by the due date notified by Vault RO. Charges are inclusive of applicable taxes unless stated otherwise.
7.2Vault RO may suspend the service, or take back the Purifier in accordance with clause 15, if payment is not received by the due date. Delayed payments may attract a late fee at the rate shown at the time of booking, if any.
7.3Subscription Charges paid for a period in which the Purifier is in use are not refundable, except as stated in clause 5.2 or as required by law.
7.4Vault RO may revise the Subscription Charges for future periods by giving the Customer at least [thirty (30)] days’ prior notice. The Customer may return the Purifier before the revised charges take effect, subject to clause 6.
8.1 For residential connections, the Customer shall pay a refundable Security Deposit of ₹1,500/- (Rupees One Thousand Five Hundred only) at the time of booking.
8.2The Security Deposit is held as security for the safe custody and return of the Purifier in good condition and for payment of all dues. It does not carry any interest and shall not be treated as advance rent, unless the Customer agrees otherwise in writing.
8.3 The Security Deposit shall be refunded on return of the Purifier, subject to clause 9 and clause 14.
9.1 Vault RO may deduct from the Security Deposit:
(a) the cost of repair or replacement of the Purifier or any of its parts, where the Purifier has suffered Major Damage; and
(b)any outstanding Subscription Charges, late fee, early termination charge or other dues payable by the Customer under these Terms.
9.2“Major Damage” means damage to, or loss of, the Purifier or any part of it that goes beyond normal wear and tear and is attributable to the Customer, the Customer’s household, visitors or tenants. It includes physical breakage or cracks; burns or electrical damage caused by wrong voltage or misuse; tampering with, opening or repairing the Purifier by anyone other than Vault RO’s authorised technician; relocation, dismantling or reinstallation without Vault RO’s knowledge; missing parts; damage caused by freezing, flooding, fire or negligence; and loss or theft of the Purifier.
9.3 Normal wear and tear, ageing of consumable parts in ordinary use, and faults that are not caused by the Customer are not Major Damage and shall be repaired or replaced at Vault RO’s cost.
9.4 Vault RO shall give the Customer a written or electronic statement of the amount deducted and the reason for it. If the deductions exceed the Security Deposit, the Customer shall pay the balance within [seven (7)] days of the statement.
9.5 The Customer may dispute a deduction by writing to Vault RO within [fifteen (15)] days of the statement. Vault RO shall review the objection in good faith and respond within a reasonable time.
10.1The Customer shall use the Purifier only at the installation address, only for domestic drinking-water purposes, and in accordance with Vault RO’s instructions and the user guidance supplied.
10.2The Customer shall keep the Purifier in a safe, clean and ventilated place, protected from heat, frost, direct sunlight and water-logging, and shall not allow minors to operate it unsupervised.
10.3The Customer shall not open, repair, modify or service the Purifier, or allow anyone other than a technician authorised by Vault RO to do so.
10.4The Customer shall immediately inform Vault RO of any fault, leakage, damage, change in water taste or quality, or loss of the Purifier.
10.5The Customer is responsible for the Purifier while it is in the Customer’s possession and bears the risk of loss or damage, other than normal wear and tear and faults not attributable to the Customer.
10.6Water quality depends on the source water and on proper use. The Purifier is designed for municipal, borewell or tanker water within the specifications stated by Vault RO. The Customer shall tell Vault RO if the source water changes materially.
11.1 Vault RO shall provide routine servicing, filter and membrane replacement and repairs for faults not attributable to the Customer, as part of the subscription and at no extra charge, [for as long as the subscription continues].
11.2 Service visits shall be scheduled on working days and during working hours notified by Vault RO. The Customer shall give access to the technician at the scheduled time. Repeated missed visits may delay service and are not a ground for any claim.
11.3Vault RO shall attend a service request within a reasonable time. The target response time is [48] hours from the request, subject to access, location and circumstances beyond its control.
11.4 Vault RO may replace the Purifier with an equivalent or upgraded model at its discretion, and these Terms shall continue to apply to the replacement.
12.1If the Customer changes residence, the Customer may request Vault RO to uninstall and reinstall the Purifier at the new address, within the areas served by Vault RO. The Customer shall give at least [five (5)] days’ notice.
12.2Relocation shall be carried out only by Vault RO. [Relocation is free of charge / A relocation fee of ₹____ applies.] Vault RO may decline relocation to an area it does not serve, in which case the Customer may return the Purifier under clause 13.
13.1To return the Purifier, the Customer shall raise a return request through [the Vault RO app / the support number / the support email]. Vault RO shall arrange uninstallation and pickup at a mutually convenient time, ordinarily within [three (3)] working days.
13.2 The Customer shall hand over the Purifier together with all parts, accessories and fittings supplied, in the condition required by clause 10. The Customer shall clear all dues before pickup.
13.3The subscription ends when Vault RO takes back the Purifier. Subscription Charges accrue until that date, subject to clause 5.2.
13.4If the Customer fails to make the Purifier available for pickup within [fifteen (15)] days of the return request, or fails to return it on termination for any reason, Vault RO may charge Subscription Charges until it is returned and may recover the Purifier by lawful means. In the event of loss or non-return, the Customer shall pay the replacement value stated in the Schedule or, if none is stated, the then-current market price of an equivalent Purifier, less the Security Deposit.
14.1 On pickup, Vault RO shall inspect the Purifier. The inspection shall be fair, and the Customer may be present.
14.2After inspection, Vault RO shall refund the Security Deposit, less any deduction permitted by clause 9, within [seven (7)] working days from the date of pickup. The refund shall be made to the original payment source or to the bank account the Customer designates in writing.
14.3 Where the Purifier is returned within the Trial Period, Vault RO shall refund the Security Deposit and all other amounts paid in full, within the same period.
14.4If the Customer does not collect or claim a refund because the account details given 14.1 On pickup, Vault RO shall inspect the Purifier. The inspection shall be fair, and the Customer may be present.
14.2After inspection, Vault RO shall refund the Security Deposit, less any deduction permitted by clause 9, within [seven (7)] working days from the date of pickup. The refund shall be made to the original payment source or to the bank account the Customer designates in writing.
14.3 Where the Purifier is returned within the Trial Period, Vault RO shall refund the Security Deposit and all other amounts paid in full, within the same period.
14.4If the Customer does not collect or claim a refund because the account details given
15.1Vault RO may suspend the service, terminate the subscription and take back the Purifier, after giving notice of [seven (7)] days (except where the breach cannot be remedied), if:
(a)the Customer fails to pay any amount when due;
(b) the Customer breaches clause 3, clause 10 or any other material term of these Terms;
(c) the Customer gave false or misleading information or documents; or
(d)the Purifier is being used at a different address or for a commercial purpose without approval.
15.2 On termination under this clause, the Customer shall make the Purifier available for pickup, and clauses 9, 13 and 14 shall apply. If termination occurs during the Lock-in Period because of the Customer’s default, clause 6.3 applies.
15.3Vault RO may also discontinue the subscription service in a particular area or discontinue a model on giving reasonable notice. In that case, the Customer shall not be liable for any early termination charge, and the Security Deposit shall be refunded under clause 14.
16.1Vault RO shall provide the Purifier and the services with reasonable care and skill. Beyond what is expressly stated in these Terms, and to the extent permitted by law, Vault RO gives no other warranty, express or implied, about the Purifier or the water produced by it.
16.2 To the extent permitted by law, Vault RO shall not be liable for indirect or consequential loss, loss of profit or loss of opportunity, or for any loss caused by the Customer’s misuse, by supply of unsuitable source water, by interruption of water or power supply, or by events beyond Vault RO’s reasonable control.
16.3 Subject to clause 16.4, the total liability of Vault RO under or in connection with these Terms shall not exceed the total Subscription Charges paid by the Customer in the [three (3)] months before the event giving rise to the claim, together with the Security Deposit.
16.4 Nothing in these Terms excludes or limits any liability that cannot be excluded or limited by law, including liability for death or personal injury caused by negligence, for fraud, or any right or remedy of the Customer as a consumer under the Consumer Protection Act, 2019.
16.5 The Customer shall indemnify Vault RO against loss, claims and reasonable costs arising from the Customer’s breach of these Terms, misuse of the Purifier, or any claim by a third party relating to the Customer’s premises or use of the Purifier.
17.1 Vault RO collects and uses the Customer’s name, contact details, address, identity documents, payment details and usage or service data, only to provide, bill, service and support the subscription, to comply with the law, and for the other purposes in its Privacy Policy.
17.2Vault RO shall process personal data in accordance with applicable Indian law, including the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023, and shall keep it secure using reasonable safeguards. Vault RO shall not sell the Customer’s personal data.
17.3Where the Purifier has a sensor or connectivity feature, it may transmit technical data such as usage volume and filter status for service purposes. The Customer shall allow this, and the Customer’s rights regarding that data are as stated in the Privacy Policy.
18.1 Neither party shall be liable for delay or failure to perform its obligations (other than an obligation to pay money due) caused by events beyond its reasonable control, including natural calamity, fire, flood, epidemic, strike, lockdown, government order, or failure of public utilities. The affected party shall inform the other promptly and resume performance as soon as it can.
19.1Notices from Vault RO may be given by e-mail, SMS, app notification, WhatsApp or post to the details given by the Customer, and are deemed received when sent. Notices from the Customer shall be sent to the contact details in the Schedule.
19.2The Customer may raise any complaint with the support team. If it is not resolved, it may be escalated to the Grievance Officer: [Name], [Designation], [Email], [Phone]. Vault RO shall acknowledge the complaint within [forty-eight (48)] hours and shall try to resolve it within [thirty (30)] days.
19.3This clause does not take away the Customer’s right to approach the appropriate Consumer Commission or any other forum under law.
20.1 These Terms are governed by the laws of India.
20.2 The parties shall first try to resolve any dispute amicably through discussion within thirty (30) days of written notice of the dispute.
20.3Subject to clause 19.3 and to any right the Customer has under law to approach a forum of the Customer’s choice, any dispute not resolved under clause 20.2 shall be subject to the exclusive jurisdiction of the courts at [Hyderabad, Telangana].
21.1Vault RO may amend these Terms from time to time by notifying the Customer. Amendments apply from the date stated in the notice, but shall not reduce the Customer’s rights under clauses 5, 8 and 14 for a subscription already running, unless the law requires it.
21.2 If any provision of these Terms is held invalid or unenforceable, the rest shall continue in force.
21.3 A failure or delay by Vault RO in enforcing any right is not a waiver of that right.
21.4 The Customer may not assign or transfer any right or obligation under these Terms. Vault RO may assign its rights and obligations to an affiliate or a successor to its business, on notice to the Customer.
21.5 These Terms, the Schedule, the plan details shown at booking and the Privacy Policy together form the entire agreement between the parties on the subject. If there is any inconsistency, the plan details shown at booking shall prevail as to charges, and these Terms shall prevail in all other respects.
21.6 Clauses that by their nature are meant to survive termination, including clauses 3, 9, 13, 14, 16, 17 and 20, shall survive.