Urban Power – Policies & Terms

Technician Terms & Code of Conduct – Urban Power

These Technician Terms & Code of Conduct (“Policy”) define the rules, responsibilities and behaviour expected from all technicians, engineers and service partners associated with Urban Power (“Company”). By joining Urban Power, every technician agrees to strictly follow this Policy.

1. Professional Behaviour

Technicians must:

• Be polite, respectful and courteous with all customers at all times.
• Maintain professionalism in behaviour, language and appearance.
• Wear the official Urban Power ID card and uniform (if provided) during all visits.
• Represent Urban Power with integrity, honesty and a customer-first attitude.

2. Timeliness & Punctuality

• Reach the customer location on time as per the assigned schedule.
• Inform the office at least 30 minutes in advance in case of any expected delay.
• Complete assigned jobs within the given time frame, wherever practically possible.

3. Honesty & Transparency

Technicians must:

• Provide a genuine and clear diagnosis of the issue.
• Never mislead customers into unnecessary repairs, services or part replacements.
• Use only genuine spare parts supplied or approved by Urban Power.
• Share accurate estimates for labour and parts before starting the work.

4. Customer Interaction Rules

Technicians are required to:

• Communicate clearly and respectfully with customers.
• Explain the problem, proposed solution and estimated cost in simple terms.
• Collect customer signature or confirmation after service completion, where applicable.
• Never ask for personal favours, tips or direct payments outside company policy.
• Never argue, threaten or speak rudely with customers under any circumstances.

5. Safety & Workplace Conduct

• Follow all electrical and appliance safety guidelines while working.
• Refuse any task that is clearly unsafe or poses serious risk to life or property.
• Never consume alcohol, drugs or intoxicating substances during duty hours.
• Carry proper tools and keep them in good working condition.

Violation of safety rules may lead to suspension or termination from Urban Power.

6. Service Quality Standards

Technicians must:

• Deliver quality workmanship and complete the job as per industry standards.
• Maintain cleanliness at the customer premises and avoid leaving any mess behind.
• Ensure all tools, parts and packaging are removed or organised after work.
• Provide basic post-service guidance to the customer (usage tips, do’s & don’ts).

7. Company Property & Confidentiality

• Protect company tools, spare parts, documents and any issued equipment.
• Not share customer data, phone numbers or internal company information with anyone.
• Respect the confidentiality of both customer and company records.

8. Payments & Billing Rules

• Record all payments strictly according to company policy and systems.
• Not collect cash or part payments without proper approval or receipts.
• Never do personal business, private jobs or side work during company service visits.

9. Dress Code & Identity

• Wear company ID card and prescribed uniform (if issued) on all visits.
• Maintain good personal hygiene and a neat, presentable appearance.
• Carry essential tools and safety equipment suitable for the assigned job.

10. Reporting & Documentation

• Report service completion to the office as soon as the job is done.
• Submit pictures, invoices, job sheets or service reports whenever required.
• Inform the office about major issues, additional parts required or follow-up visits.

11. Respect for Company Policies

Technicians must follow:

• All internal rules, operating procedures and safety norms.
• Instructions and directions issued by supervisors or coordinators.
• Work allocation, routing and daily reporting schedules.

Repeated violation of company policies may result in warnings, penalties or termination.

12. Prohibited Conduct

The following actions can lead to immediate termination and possible legal action:

• Misbehaving with customers, colleagues or company staff.
• Doing private or personal work during Urban Power duty hours.
• Overcharging customers or manipulating bills.
• Taking spare parts, tools or materials for personal use.
• Reporting to duty under the influence of alcohol or drugs.
• Engaging in theft, cheating or any kind of fraud.
• Intentionally or negligently damaging customer property.

13. Withdrawal or Resignation

• Inform management at least 7 days in advance before leaving the job.
• Return all company property (tools, ID card, uniform, documents, etc.) before final settlement.

14. Agreement to the Terms

By joining and continuing to work with Urban Power, the technician confirms that:

• They agree to follow all Technician Terms & Code of Conduct.
• They understand that any violation may lead to penalties, suspension or termination.
• They will protect and enhance the reputation and trust of Urban Power customers.

Contact – Urban Power Support

Vendor Agreement Policy – Urban Power

This Vendor Agreement Policy (“Agreement”) sets out the terms and conditions under which vendors (“Vendor”, “you”) supply products, spare parts, materials or services to Urban Power (“Company”, “we”, “us”). By registering as a vendor or supplying items to Urban Power, you agree to all terms mentioned below.

1. Purpose of Agreement

This Agreement ensures that all vendors supply genuine, high-quality parts, electrical items, appliances, accessories and services required for our repair, installation and AMC operations.

2. Vendor Eligibility

To become a registered vendor with Urban Power, you may be required to provide:

• Valid business registration or GST number (where applicable)
• PAN / Aadhaar details of the owner or authorised signatory
• Bank details (including a cancelled cheque)
• Store or warehouse address proof
• Product and brand list with pricing
• Warranty and return terms for supplied products

Urban Power reserves the right to approve, reject or discontinue any vendor at its sole discretion.

3. Product Quality & Authenticity

Vendors must ensure that:

• All parts and products are genuine, new and unused.
• Items match the specifications and brand agreed in the quotation or PO.
• No counterfeit, refurbished or duplicate parts are supplied.
• Warranty terms (period, coverage, exclusions) are clearly communicated.
• Packing is safe, secure and adequately protects items from damage.

Urban Power reserves the right to return or reject any defective, suspicious or non-compliant items.

4. Pricing & Payment Terms

• Prices must be mutually agreed upon before purchase or issuance of PO.
• Any change in pricing must be communicated at least 7 days in advance.
• Payment cycles may be weekly, bi-weekly or monthly as mutually agreed.
• Payments will be made only after invoice verification and acceptance of delivered goods.
• Applicable taxes (including GST) must be charged as per prevailing laws.

5. Purchase Orders

• All orders will be placed only through an official Purchase Order (PO) via email or WhatsApp.
• Vendors must dispatch goods only after receiving confirmed PO details.
• PO number must be mentioned clearly on invoices, delivery challans and packaging.

6. Delivery & Timelines

Vendors agree to:

• Deliver items on time as per PO terms and service requirements.
• Replace damaged goods or short-supplied quantities at the earliest.
• Maintain a stable and reliable supply chain for urgent service needs.
• Provide a proper delivery challan with each shipment.

Repeated delays or failure to deliver may lead to suspension or removal from the vendor list.

7. Returns & Replacements

Urban Power may request returns or replacements if:

• Wrong or mismatched items are delivered.
• Products are damaged, defective or not as per agreed specifications.
• Items are found to be non-genuine, refurbished or counterfeit.
• There is a product failure within the applicable warranty period.

In such cases, the vendor should arrange replacement or resolution, ideally within 48 hours or within a mutually agreed timeframe.

8. Confidentiality

Vendors must:

• Keep Urban Power’s pricing, client details and internal data strictly confidential.
• Not disclose or misuse any information obtained during business interactions.

Any breach of confidentiality may result in immediate termination of the vendor relationship and further legal action, if required.

9. Ethical Standards

Vendors are expected to maintain high ethical standards by:

• Following honest and transparent business practices.
• Not offering or accepting bribes, kickbacks or unfair commissions.
• Maintaining professional and respectful behaviour with Urban Power employees and partners.

Serious violations may lead to blacklisting from all future business dealings.

10. Compliance With Laws

• Vendors must comply with all applicable Indian laws and regulations.
• This includes GST rules, consumer protection laws, electrical safety norms and local trade regulations.
• Any illegal activity or non-compliance may result in contract termination and legal consequences.

11. Termination of Vendor Contract

Urban Power may terminate or suspend association with a vendor if:

• Poor quality goods are repeatedly supplied.
• Delivery delays occur frequently without valid reason.
• Fake, duplicate or counterfeit parts are supplied.
• Pricing manipulation or unethical practices are discovered.
• Confidentiality is breached.
• Any serious legal or ethical violation occurs.

Termination or suspension will generally be communicated in writing/e-mail.

12. Limitation of Liability

Urban Power will not be responsible for:

• Vendor-side transportation delays, logistics failures or internal issues.
• Manufacturing defects inherent to the vendor’s products.
• Any losses incurred due to vendor’s inability to supply goods or services.

The vendor remains liable for product quality, warranty and any related claims arising from defects.

13. Dispute Resolution

In case of any dispute between Urban Power and the vendor, both parties will first attempt to resolve the matter amicably through discussion.

If not resolved, the dispute shall be subject to the exclusive jurisdiction of the competent courts in Delhi, India.

14. Acceptance of Terms

By supplying goods or services to Urban Power or registering as a vendor, you confirm that:

• You have read and understood this Vendor Agreement Policy.
• You agree to follow all terms and provide professional service.
• You acknowledge Urban Power’s right to update or modify this policy at any time.

Contact – Urban Power Vendor Management