Customer Terms and Conditions

These terms govern machinery service requests placed through TRIQ. TRIQ is the platform brand. TRIQ is operated by ALP Infinity, with its business address at 247, Phase 8B, SAS Nagar, India. Customer means the processor or other organisation purchasing the service and, where applicable, the individual purchaser. OEM means the manufacturer or service provider identified in the booking. An authorised employee may act for either organisation within the permissions granted to that employee. TRIQ is intended to serve customers worldwide. Availability of any booking depends on the customer location, participating OEM, service availability, supported currency and payment route, and applicable restrictions. Worldwide coverage does not mean every service, currency or payment method is available in every country.

The booking summary, service scope, fee breakdown and cancellation schedule displayed before payment form part of the contract. Mandatory applicable law prevails over conflicting terms. A separately signed agreement prevails only where it expressly addresses the same issue and may lawfully do so. Otherwise the booking-specific terms prevail over these general terms. The Privacy Notice governs personal-data handling; it is not a waiver of contractual rights.

You confirm that you have authority to book and approve expenditure for the named organisation, and to provide access to the machine, its controls and relevant information. You must supply accurate machine identifiers, symptoms, location, contact details, tax information and known safety issues. You must disclose relevant modifications, third-party repairs and existing faults where known.

The organisation should control employee permissions and promptly revoke access when roles change. Report suspected unauthorised use without delay. Account activity and authentication records may help establish authority, but an account entry is not conclusive proof that a disputed transaction was authorised. TRIQ will investigate credible reports of account compromise.

The checkout checkbox must be actively selected before payment. By selecting it, you accept the displayed version of these terms and the booking-specific charges. You may download or retain the terms and booking confirmation. Promotional communications and optional recordings require any separate consent applicable to them; payment acceptance does not automatically authorise every optional use of your information.

Booking and service commencement

Before paying, check the OEM, machine, service type, warranty status, scope, currency, taxes, total payable, any applicable acceptance period and its clock-start basis, and the cancellation schedule. Where the 72-hour policy applies, the exact saved acceptance deadline and time zone are shown after verified payment creates the paid ticket. The price must identify the OEM service charge, TRIQ platform fee, convenience fee and applicable taxes separately. Each fee and its purpose must be disclosed without hidden or duplicated charges.

No extra visit, part, travel expense or service upgrade will be charged without your prior approval of the amount or a clear calculation method and limit. If a material price error is discovered, TRIQ will explain it and request fresh approval or offer cancellation and the appropriate refund. These terms do not authorise an unrestricted debit of your payment method.

After TRIQ verifies captured payment and creates a paid ticket, the ticket awaits OEM acceptance. Payment alone does not confirm an engineer visit, appointment or repair outcome. Where your checkout includes the 72-hour acceptance refund policy, the saved acceptance deadline is 72 hours after paid-ticket creation and is shown with the ticket. If the OEM does not accept before that deadline, TRIQ closes the eligible unaccepted ticket and requests the refund specified by its saved checkout policy. An administrative closure is not proof of provider refund success or bank credit. A replacement arrangement requires your express agreement.

Failed or duplicate charges will be investigated using the payment-provider records. Amounts collected without a valid booking, and duplicate amounts, will be returned in full once verified. A pending bank debit must not be represented as a confirmed booking until the payment status is established.

For these terms, service engagement and administrative commencement begin when an authorised OEM representative accepts the ticket in TRIQ. Acceptance may initiate case review, attachment assessment, resource allocation, diagnosis preparation or scheduling. TRIQ records the acceptance time. When reviewing a cancellation, the actual acceptance time and available records of the customer request are considered; sending a support email is not promised an automatic ticket cancellation.

Acceptance is not evidence that a physical repair, remote support session or the entire service has been completed. It does not automatically earn the whole OEM fee. Any post-acceptance cancellation deduction must satisfy the disclosed cancellation schedule and the requirements in clauses 12 and 13. The OEM must record substantive work and approved expenses when relying on them to support a deduction.

Service scope and machinery safety

A diagnostic booking purchases the described investigation and advice. It does not promise a successful repair where that outcome is outside the agreed scope. A repair booking must identify the work, exclusions, any supplied parts and any workmanship warranty. A diagnosis-only label cannot excuse a failure to deliver the diagnostic service promised.

Warranty coverage runs from the recorded warranty start date through the recorded warranty end date, inclusive, using the OEM time zone. Coverage also depends on the applicable OEM warranty and supporting records. An in-warranty indication is subject to verification of the machine, dates and scope of coverage. If coverage is disputed, the OEM must explain the reason and obtain approval before converting the request to paid work. TRIQ does not create or extend an OEM warranty unless it expressly undertakes to do so.

The customer must provide a suitable connection and an authorised, competent person at the machine when required. Remote instructions must be understood before they are carried out. If the instructions are unclear or unsafe, stop and request clarification. Remote support must not bypass guards, interlocks or other safety protections.

Remote control or screen access requires session-specific authorisation and must be limited to the agreed purpose. Do not disclose passwords, banking information or unrelated confidential material. The OEM must request approval before changing machine parameters, software or control configurations. Relevant settings and programs should be backed up where reasonably possible before changes. Neither lack of a backup nor customer consent excuses negligent or unauthorised actions by a provider.

Before attendance, the parties must identify site access rules, hazards, required permits, personal protective equipment and the responsibility for isolation and lockout procedures. Only trained and authorised persons may operate, test or modify machinery. The customer must provide accurate hazard information and safe site conditions within its control; the OEM must use competent personnel and appropriate work practices.

Work may be paused where there is a reasonable safety concern. The reason and steps needed to resume must be recorded. Any charge for avoidable waiting, a failed visit or additional attendance must be disclosed in advance and reflect the applicable agreed terms and reasonable costs. No undisclosed charge arises merely because work was paused.

Travel, accommodation, meals, parts, consumables, shipping and third-party expenses are included only if the booking says so. Otherwise the responsible payer, estimated amount and approval limit must be agreed before commitment. Customer sign-off records the reported service outcome; it does not waive concealed defects or statutory rights.

Cancellation and refundable amounts

Before OEM acceptance, you may request cancellation through support@triqinnovations.com. A submitted paid ticket is not promised a self-service cancellation button. An approved customer cancellation is calculated against the disclosed checkout terms, supplied platform services and applicable law. The OEM service charge and tax allocated to the refunded service are treated separately from TRIQ fees and tax allocated to those fees. The automatic deadline policy is distinct from a customer cancellation and is described below.

Under the service-tax 72-hour policy shown at checkout, the eligible refund comprises the OEM service charge and the GST or other tax allocated to that service charge. The platform and convenience fees, together with their allocated tax, are retained as disclosed, subject to applicable mandatory law and any remedy required for a failed, deficient or undelivered service. Previous purchases retain the amounts and policy saved with their original checkout; some historical policies refund all captured tax. Failed bookings, verified duplicate charges and OEM cancellation or deficient service are assessed separately under the relevant remedy provisions. Calling a fee non-refundable does not override applicable law.

13.1 Request and receipt time

After OEM acceptance, request cancellation through the support contact listed in these terms, giving the ticket ID and reason. TRIQ will record when it receives the request, notify the OEM promptly and review the request manually. Acceptance begins service engagement and ends the automatic unaccepted-ticket timeout route; it does not prove that substantive work or the entire booked service has been performed. For the refund assessment, ordinary new work after receipt of the cancellation request must not increase the deduction unless the customer expressly authorises continuation. Any unavoidable safety steps must be explained and evidenced; they do not automatically authorise a new charge.

13.2 Evidence of work

The OEM must identify what work was performed, by whom and when, the agreed scope or stage delivered, what remains, and the proposed charge supported by the previously agreed price or calculation method. Relevant evidence may include dated ticket messages, troubleshooting instructions, machine-log analysis, diagnostic reports, remote-session summaries, site-visit and service reports, photographs and reliable external service records. An acceptance click, an In Progress status, engineer assignment, a future appointment or an unsupported estimate does not by itself prove chargeable work. Missing in-app records alone do not prove that no work occurred; the OEM must have a reasonable opportunity to substantiate its claim.

13.3 No substantive work or approved expense

Where the review establishes that no substantive service was performed and no specifically preapproved, documented, non-recoverable expense was incurred, the OEM service charge and its corresponding tax are refundable. Unsupported claims cannot justify a deduction. TRIQ fees are assessed separately under clause 13.8.

13.4 Partially completed service

Where part of the agreed service was properly provided, the refundable service balance is the paid service amount less only the substantiated charge for that work at the rates or milestones agreed before booking, or under a separately approved change before the additional work. Specifically preapproved, documented expenses may be considered only to the extent they were actually incurred and cannot reasonably be recovered, cancelled or reused for the customer. Travel booking alone is not evidence of completed service. Avoidable future work and unincurred expenses must not be deducted. Do not count the same cost as both work and an expense, or deduct more than the relevant paid balance. Any separately payable amount requires its own valid agreement. Apply the corresponding tax adjustment to the refunded components.

13.5 No agreed price for a partial stage

TRIQ will not choose an arbitrary percentage completed or retrospectively invent a rate. If the original booking does not establish how a partial stage should be valued, TRIQ will review the original scope, agreed charges and evidence, seek a fair documented agreement and issue a reasoned written outcome. The absence of agreement or a reply must not be treated as consent to a new charge or used to leave the request unresolved indefinitely. Unsupported deductions will not be approved; the complaint and escalation route in clause 18 remains available.

13.6 Completed service and diagnosis

If the entire agreed service has been properly delivered, a change of mind alone does not create a refund entitlement. A diagnosis may be a completed service even if a separate repair is still required, but only where that diagnosis was an agreed chargeable scope or deliverable. An unfinished repair must not be relabelled as a completed diagnostic service after cancellation. A completion status or customer sign-off does not remove remedies for deficient, misdescribed or undelivered service, concealed defects, warranty claims or mandatory rights.

13.7 Review and written decision

The Processor will receive the proposed deduction and relevant supporting evidence, with unrelated personal or confidential information protected, and a reasonable opportunity to agree or challenge it. Silence is not agreement. TRIQ support or an authorised administrator will review both parties' evidence and provide an itemised written decision showing the service amount, supported work and expense deductions, treatment of TRIQ fees and tax, refund amount and reasons. Assessment must be prompt and proportionate. Refund initiation follows written approval and the processing period in clause 16. The review is a manual procedure; neither a request nor ticket closure proves payment-provider refund success.

13.8 TRIQ fees and other remedies

Platform and convenience fees and their allocated tax follow the policy disclosed and saved at checkout, clause 12 and applicable mandatory rights. They are not automatically retained in every OEM cancellation, platform failure, deficient-service or non-delivery case. Any full refund or additional remedy required by the agreed terms or applicable law must be addressed. Any cancellation compensation required when TRIQ or the provider cancels must be provided where applicable law requires reciprocal treatment. This policy does not replace the separate automatic 72-hour rule for eligible unaccepted tickets or retrospectively change existing bookings.

If the OEM cancels before providing any service, contact TRIQ for the appropriate refund or expressly agreed rescheduling. Any full refund including TRIQ fees and their tax required by the applicable contract or law must be addressed separately from the standard unaccepted-ticket service-tax refund. When a service is partly performed, delayed, misdescribed or deficient, TRIQ will review the agreed scope, work records and both parties’ evidence. The remedy may include corrective work, an appropriate price reduction or a partial or full refund, subject to applicable rights. A standard automated refund does not extinguish a valid claim for an additional remedy.

A no-show, inability to repair, customer cancellation and provider failure are different events and must be assessed separately. If the purchased diagnosis was properly completed, inability to repair does not alone establish that the diagnostic fee is refundable. Conversely, an OEM cannot charge for a promised service it did not provide merely by describing the request as accepted or closed.

Refunds completion and disputes

The OEM must provide a completion summary describing work performed, findings, parts or settings changed, unresolved issues and recommended next steps. The customer should confirm completion only after reviewing that summary and any agreed tests. Administrative ticket closure, customer inactivity or the expiry of an internal payout window does not conclusively prove satisfactory performance.

Report concerns promptly after reviewing completion so that the relevant work and financial records can be assessed. Administrative closure or an internal payout date does not extinguish legal or warranty rights. Later-discovered defects and valid later claims remain subject to review. OEM payouts are scheduled for the 1st and 16th of each month at 10:00 AM IST, moving to the next banking day for weekends or recorded bank holidays. Eligibility requires completed service, a 7-calendar-day review period, verified cleared funds and independent administrator approval. Pending refunds, cancellation reviews and bank or provider disputes hold the affected funds. Scheduling is not confirmation of a bank transfer.

TRIQ will acknowledge a refund request, promptly assess reasonably required information and communicate an itemised outcome. For an eligible unaccepted ticket covered by the saved 72-hour policy, the system begins refund processing after the saved deadline; it does not promise execution at the exact second. A refund can remain requested, pending or under review until matching provider success is verified. Manually approved refunds will normally be initiated within 5–7 working days after written approval, and no later than the seventh working day, unless an earlier applicable deadline requires action sooner. For manual refund processing, working days are Monday to Friday, excluding Saturday and Sunday, using IST. Initiation means submitting the approved refund to the payment provider; payment-provider processing and bank credit occur separately. This manual processing window does not postpone the automatic 72-hour trigger. TRIQ will provide available tracking details for a delayed refund.

Refunds are returned through the original payment transaction to the same payment source from which the money was received. A different bank account, card, wallet or recipient cannot be nominated. If the original refund route fails, TRIQ will investigate with the payment provider and keep the refund pending until a verified resolution is available. Refund payment is not postponed until the next OEM payout date or made dependent on TRIQ successfully recovering funds from the OEM.

You may use lawful bank or payment-provider dispute channels. Please inform TRIQ of a related chargeback so that the same transaction is not refunded twice. When the agreed refund is confirmed successful by the payment provider, the related internal TRIQ refund complaint is resolved. A bank or provider dispute remains open until the provider confirms its outcome. Refund references and evidence are retained to prevent duplicate credit. An open provider dispute holds further refunds and the affected OEM payout while the records are reconciled. A chargeback is not automatically evidence of customer misconduct. Proven duplicate recovery may be reconciled through a documented repayment request; TRIQ may not impose an undisclosed charge or automatically debit unrelated funds.

The appropriate supplier prepares the service invoice, TRIQ fee invoice and any required credit note manually and emails them to the concerned recipient. Automatic invoice or credit-note generation in TRIQ is not included. Each document must identify its supplier and applicable billing and tax details. Refunds allocate the service charge, TRIQ fees and their respective taxes separately. Taxes on retained, lawfully earned fees are treated separately from taxes on refunded services. The relevant issuer remains responsible for required tax adjustment documents.

You must provide accurate billing and tax-registration details. TRIQ does not guarantee the customer’s entitlement to input tax credit. A tax adjustment between a supplier and government does not automatically determine when an approved customer refund will be paid.

Customer support is provided by email at support@triqinnovations.com. Support hours are 10:00 AM to 7:00 PM IST, Monday to Friday. Support is closed on Saturday and Sunday. Ticket communications may also provide relevant service records. Complaints and escalation email: support@triqinnovations.com; correspondence address: 247, Phase 8B, SAS Nagar, India. Where applicable Indian e-commerce rules require it, complaints will be acknowledged within 48 hours and redressed within one month; shorter mandatory periods prevail. TRIQ will communicate the outcome and reasons. Internal review is not a mandatory barrier to a regulator, court or another legally available forum.

18.1 Reasonable assistance with disputes

TRIQ will use reasonable efforts to receive and record the complaint, obtain relevant ticket and service records, communicate with the OEM and Processor, request updates or corrective action, and help the parties reach a documented resolution. Where TRIQ is responsible for a payment or refund decision, it will communicate its decision and reasons and perform its own applicable duties. TRIQ’s assistance does not make it the technical service provider, create a guarantee that the OEM will comply or that the parties will settle, or amount to an admission of liability merely because assistance is offered.

TRIQ may need reasonable cooperation and evidence from the affected parties. Evidence requests must be proportionate and must not be used to postpone applicable complaint or refund deadlines indefinitely. Informal coordination is not binding arbitration or a final judicial determination. Nothing requires a party to waive a lawful claim, abandon a payment-provider dispute or complete TRIQ’s internal review before using an available court, regulator or other lawful forum. A goodwill arrangement affects rights only as expressly and lawfully agreed.

Information risk and legal rights

TRIQ may retain proportionate booking, payment, consent, communication and work records for service delivery, dispute handling and legal obligations, as described in the Privacy Notice. Records can be corrected or challenged and are not automatically conclusive. Call recording, transcription or access by additional participants must be disclosed and supported by required consent or another lawful basis.

Each party must protect confidential machine data, drawings, software and commercial information, use them only for the agreed purpose, and limit disclosure to authorised recipients, advisers and lawful authorities. Upload only information you are entitled to share. Ownership remains with its owner; the limited permission to process submitted material for the service does not transfer ownership. Mandatory disclosure, independently developed information and information lawfully public are excluded from confidentiality restrictions.

TRIQ may proportionately restrict access to address fraud, serious abuse, security threats or unlawful use. Where practicable it will explain the reason and provide a review route. Suspension does not confiscate refundable money or cancel valid claims. Services separately arranged outside TRIQ may fall outside its contractual scope, but this does not excuse TRIQ’s own conduct.

A party affected by an event beyond its reasonable control must notify the other party, explain the impact and take reasonable steps to reduce the disruption. Rescheduling requires agreement. Force majeure does not automatically permit retention of payment for services never supplied; any refund and termination rights remain subject to the booking and applicable law.

Subject to mandatory applicable law, these terms are governed by Indian law. Disputes may be brought before courts or statutory forums having lawful jurisdiction. No clause prohibits complaints, imposes compulsory undisclosed arbitration or shortens a statutory limitation period. Cross-border bookings remain subject to any mandatory local protections.

The terms accepted for a booking continue to govern that booking unless a lawful change is expressly agreed. Later published versions apply prospectively. If a provision is unenforceable, the remainder continues to the extent legally possible. Failure to enforce a provision once is not a permanent waiver. Nothing requires acceptance of an unlawful waiver as a condition of receiving an otherwise due refund.

Checkout disclosures and acceptance

Before you pay, you must be able to review the provider identity and contact details; machine identification; online or offline service; warranty basis; included work and exclusions; currency; service charge; platform fee; convenience fee; each applicable tax; total payable; any applicable acceptance period and clock-start basis; any confirmed appointment or scheduling basis; the cancellation calculation before and after acceptance; approved expense limits; applicable refund processing terms; and links to these terms, the Privacy Notice and support or escalation contacts. Where the 72-hour policy applies, after captured payment is verified and the paid ticket is created, the exact saved acceptance deadline and time zone must be available with your ticket.

Any non-refundable amounts and the circumstances in which they apply must be clearly disclosed near the total. Important terms must remain readable on mobile devices, and you must be able to review and correct your booking before payment. An unset acceptance deadline or undisclosed cancellation rate cannot be replaced by a rule that was not disclosed to you.

When you affirmatively accept these terms at checkout, you confirm that you are authorised to make the booking for the named customer and have reviewed the OEM, machine, service scope, warranty basis, price and tax breakdown, acceptance period and clock-start basis, and cancellation schedule. You agree to the displayed TRIQ Customer Terms and Conditions and acknowledge the Privacy Notice. Where the service-tax 72-hour policy is shown, an eligible unaccepted ticket is refunded for the OEM service charge and its allocated tax, while disclosed platform and convenience fees and their allocated tax are retained, subject to mandatory rights. OEM acceptance begins service engagement and does not establish completion.

For bookings made under these terms, “Agree and Pay” identifies the payment confirmation together with the actual currency and total payable for your booking.

Your acceptance must be an active choice; the acceptance checkbox must not be preselected. Authorising payment does not include hidden consent to additional charges, marketing, remote control or optional recording.

Your booking confirmation should state the ticket ID, payment reference, customer, provider, accepted terms version, affirmative acceptance, complete price and tax breakdown, saved refund policy and deadline where the 72-hour policy applies, and booking status. OEM acceptance must be identified in a separate timestamped update. You must have access to the terms and cancellation schedule applicable to your purchase. A later terms or price change does not alter a historical purchase without a lawful expressly agreed change.

Your ticket records should reflect changes to scope, approved costs, rescheduling, attendance, completion, complaints and refund decisions. Refund information must distinguish a requested, pending, unknown, rejected or provider-verified successful refund. Provider success and credit to your bank account are separate stages. Rescheduling or assignment does not itself extend the saved 72-hour acceptance deadline.

Contracting operator: ALP Infinity

Business address: 247, Phase 8B, SAS Nagar, India

Billing and applicable tax-registration information are supplied on the appropriate manual invoice or credit note.

Customer support: email support@triqinnovations.com; Monday to Friday, 10:00 AM to 7:00 PM IST; closed on Saturday and Sunday.

Complaints and escalation: support@triqinnovations.com; correspondence address: 247, Phase 8B, SAS Nagar, India.

Terms version: TRIQ-2026-10-22-v6. Effective 22 October 2026, on publication. This version applies to new bookings that expressly accept it. Previously accepted bookings retain their saved terms.

Privacy Notice: https://triqinnovations.com/legal/privacy/TRIQ-PRIVACY-2026-10-22-v4.html

Customer terms: https://triqinnovations.com/terms.html