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Citizen 1 Club


At Hero Electric we understand the needs and challenges of our senior customers, women and school students.

In our endeavor to meet the requirements of those who find it challenging to approach dealerships for servicing of their e-Bikes, we bring service facilities to their homes.

 To avail this special facility the customer needs to call the Hero Electric dedicated Phone Number 9015 333 786 and the service will be coordinated and monitored by Hero Electric. Advance booking for home service is also available.

This is a Hero Electric initiative and carries assurance of the Company including the parts and the pricing. The Technician will carry the price list and other necessary documents for the parts etc.

There is no difference in the service at home or dealership, the warranty terms & conditions remain the same. The visiting person is a trained dealer technician with a valid id card.

The Technicians are fully trained and will carry the equipment based on the problem as explained by the customer on the phone and the estimate for repair will be shared with the customer. In case the bike has to be carried to the dealership for major/secondary repairs, the technician will arrange for the same (on chargeable basis).

The Turn-Around-Time is 24 – 48 working hours after customer places the call. The estimated time to get the repair schedule is minimum same day. Any cancellation must be done at least 4 working hours prior to appointment.

The customer can call on the available number from 8.00 AM to 8.00 PM any day. However the visiting hours of the technician is between 10:30 AM to 6.00 PM on all working days of the connected dealership.

Please Note

  • At Home Service: Visit Charges + Part replacement cost as applicable under warranty policy.
  • If the vehicle needs to be towed to the dealership: Estimate of the total cost of repair, which includes labour and cost of parts as applicable, will be intimated  to the customer and has to be approved by the customer prior to repair.
  • For Home Service charges – Rs 200 per visit to be paid by the customer.
  • For Pick up and Drop charges – Rs 350 to be paid by customer – The actual towing charges will not be charged from customers.
  • Customer to provide the CSN after the repair.

Terms & Conditions

1. This is not a roadside emergency repair service, nor is this service available outside the home of the customer.

2. This scheme is applicable for customers residing within Delhi city limits only.

3. The e-Bike must be either purchased in the name of above customer segment or the actual user has to register him/herself at the time of purchase. The ID proof, e-mail ID and the telephone number along with an ID proof confirming the relationship with the customer has to be provided by the actual user. An undertaking will be signed confirming actual user is different from the buyer and all communication related to this facility will be done by the user only.

4. This service is strictly for service at home and in presence of the actual user of the Bike. Service at any other place cannot be satisfactorily carried due to numerous factors.

5. Visiting Charges would be levied.

a. If the same fault reoccurs within 10 days of the repair, no visit charges will be taken for the 2nd visit.
b. However if the bike needs to be towed to dealership the net difference in charges will be payable by the customer.
c. Separate procedure for charger – In case of recurrent failure, Customer will have to collect the replacement charger under warranty from the dealership.
d. The parts replacement and charges are as per the applicable terms & conditions of the Hero Electric warranty policy.

6. Payment mode is CASH only. The customer will get the requisite payment receipt.

7. Basic facilities like access to electric point / Citizen 1 Code / Service Manual – should be available at customer’s home for requisite repair work.

If due to customer issues – like house locked / vehicle not available / no response / booked schedule not cancelled – customer will have to pay double of the visit charges as applicable during next visit otherwise service will stand withdrawn.

8. Any misbehavior or misconduct from the customer will lead to cancellation of the Citizen 1 Club membership and services.

9. All rates and services are at the discretion of Hero Electric and are subject to change without notice.

10. Conditions Apply