1. Purpose & Scope

This Dealer & Service Policy sets out the terms governing the appointment, conduct, and responsibilities of authorised Avitree dealers (Dealer), the structure of after-sales service support, spare parts availability, and branding guidelines. It applies to all entities partnering with Bhansali Bizgrow LLP (trading as Avitree Bikes / Avitree World) to sell, service, or promote Avitree products.

This Policy is binding on all Authorised Dealers and forms an integral part of the Dealership Agreement.

2. Dealer Appointment Terms

2.1 Eligibility Criteria

●      Legally registered business entity (proprietorship, partnership, LLP, or private limited company) with valid GST registration.

●      Dedicated retail or display space of minimum 200 sq. ft. for bicycles and accessories.

●      Prior experience in bicycles, sporting goods, or fitness equipment — preferred but not mandatory.

●      Demonstrated ability to invest in minimum opening stock as specified in the Dealership Agreement.

●      Sound financial standing and willingness to adhere to Avitree's pricing, branding, and service standards.

●      Location assessment: Avitree evaluates market potential, proximity to existing dealers, and catchment demographics before granting dealership in any territory.

2.2 Application & Onboarding Process

1. Submit a dealership enquiry via connect@avitreeworld.com or through the Dealer Application Form on the Avitree Platform.
2. Avitree's sales team conducts a business and location assessment within 7–10 business days.
3. Shortlisted applicants are invited for a meeting with Avitree's regional sales representative.
4. Upon mutual agreement, a formal Dealership Agreement is executed detailing territory, targets, pricing, credit terms, and obligations.
5. The Dealer completes onboarding — store setup per Visual Merchandising Guidelines, staff training, and POS system setup.
6. Avitree issues the official Authorised Dealer certificate and dealer code.

2.3 Dealer Categories

An Authorised Dealer is a standard appointment with access to the full product range and responsibility for sales and basic warranty support. An Avitree Experience Centre is a premium flagship format offering the full range with a display area, test-ride zone, and full service bay. An Authorised Service Partner is a service-only appointment handling warranty service and repairs with no mandatory sales obligation. An E-Commerce Channel Partner is an online reseller authorised to list Avitree products on approved marketplaces only.

2.4 Term, Renewal & Termination

●      Dealership appointments are valid for one year, renewable annually subject to performance review.

●      Avitree reserves the right to terminate with 30 days' written notice for breach of this Policy, failure to meet targets, or conduct detrimental to the brand.

●      Dealers may exit the arrangement with 60 days' written notice; stock return terms are governed by the Dealership Agreement.

3. Service Support Structure

3.1 Avitree After-Sales Service Model

Tier 1 (In-Store Service) is handled by Authorised Dealers and Experience Centres and covers assembly, brake and gear adjustments, tyre inflation, minor fitting, and warranty inspection. Tier 2 (Advanced Service) is handled by Experience Centres and Authorised Service Partners and covers wheel truing, suspension setup, bearing replacement, and warranty repairs. Tier 3 (Depot Service) is handled by the Avitree Regional Service Hub in Pune and covers frame repair and replacement, structural assessment, custom builds, and escalated warranty cases.

3.2 Service Turnaround Time (TAT)

Basic Tune-Up and Safety Check is completed the same day or next business day. Brake and Gear Adjustment takes 1–2 business days. Component Replacement (when parts are in stock) takes 2–3 business days. Warranty Assessment and Processing takes 3–5 days for assessment and 7–21 days for resolution, subject to parts availability. Frame Replacement under Warranty takes 14–30 business days, subject to stock and logistics.

3.3 Service Booking

Customers can book service through:

●      Walk-in at any Authorised Avitree Dealer or Service Partner.

●      Online booking via the 'Service My Bike' section on the Avitree Platform (select locations).

●      Calling or WhatsApp messaging the Dealer directly using the Dealer Locator on the Platform.

●      Contacting Avitree Central Support at connect@avitreeworld.com.

4. Spare Parts Availability

4.1 Parts Stocking Requirements

All Authorised Dealers are required to maintain minimum inventory of fast-moving spare parts as specified in Avitree's Parts Stocking Mandate. This includes:

●      Inner tubes (multiple sizes corresponding to their stocked bicycle range)

●      Brake pads, cables, and gear cables and housing

●      Chain lubricants and cleaning consumables

●      Standard nuts, bolts, and quick-release skewers

●      Saddles and grips (basic variants)

●      Pedals — platform type, standard sizes

4.2 Parts Ordering

●      Dealers must order spare parts exclusively through Avitree's official B2B portal or via the regional sales representative.

●      Target fulfilment TAT: 3–7 business days for standard parts; 10–21 business days for model-specific or seasonal items.

●      Critical warranty parts (frames, major structural components) dispatched on priority within 5–10 business days upon claim confirmation.

4.3 Parts Discontinuation

Avitree commits to maintaining spare parts availability for each active bicycle model for a minimum of 3 years from the model's last production date. Avitree will communicate parts discontinuation to Dealers with adequate lead time.

5. Service Schedule & Charges

5.1 Recommended Customer Service Schedule

The First Free Service is due within 30 days or 200 km of purchase and is complimentary, covering brake and gear adjustment, bolt torque check, and tyre pressure. The 3-Month Service is due every 3 months or 500 km and covers a tune-up, cable check, and chain lubrication. The 6-Month Service is due every 6 months or 1,000 km and includes a full inspection, brake pad check, wheel truing, and headset and bottom bracket check. The Annual Overhaul is due every 12 months or 2,000 km and covers a deep clean, bearing repack, full cable replacement, and safety certification.

5.2 Indicative Service Charges (Exclusive of Spare Parts)

A Basic Tune-Up covering brake and gear adjustment, tyre inflation, and safety check costs INR 200–500. A Standard Service covering tune-up, cable lubrication, and bolt torque check costs INR 500–1,000. A Comprehensive Service covering all of the above plus wheel truing and headset and bottom bracket check costs INR 1,000–2,000. An Annual Overhaul covering full deep service, cable replacement, and bearing repack costs INR 2,000–4,000. Puncture Repair (tube replacement or patching) costs INR 100–300. Brake Pad Replacement per wheel (labour only, parts extra) costs INR 150–300. Gear Cable Replacement per cable (labour only, parts extra) costs INR 200–400. Custom Fitting / Bike Fit covering saddle height, reach, and cleat setup (where applicable) costs INR 500–1,500. Home Visit Service covering labour for doorstep service in select cities plus service cost costs INR 300–600.

Dealers are encouraged to follow Avitree's Recommended Service Price List (RSPL). Dealers may not price below the minimum floor rates set by Avitree to prevent quality dilution.

6. Dealer Responsibilities & Branding Guidelines

6.1 Sales & Customer Service

●      Provide accurate product information — specifications, warranty terms, and assembly requirements.

●      Adhere strictly to the Maximum Retail Price (MRP); offer only Avitree-sanctioned promotional discounts.

●      Conduct mandatory warranty registration for every bicycle sold in-store on the day of purchase.

●      Maintain a Customer Purchase Register and retain invoices for a minimum of 3 years.

●      Attend minimum one Avitree product training session per year; ensure all staff complete the Avitree Dealer Certification Programme.

●      Process warranty claims ethically and in accordance with Avitree's Warranty Policy.

6.2 Branding & Visual Merchandising

Signage & Display:

●      Display the Avitree Authorised Dealer board at the prominent frontage. No modifications to signage design, colour, or font are permitted.

●      Maintain a dedicated Avitree display zone consistently stocked with a minimum of 5 Avitree bicycle models at all times.

●      Display Avitree POS materials (posters, standees, price cards, brochures) per the Visual Merchandising Manual.

Brand Identity Standards:

●      The Avitree logo must appear only in approved colour variants (Green #1A6B3A on white; White on Green). No distortion, recolouring, or modification is permitted.

●      Use only Avitree-approved marketing creatives for local promotions. Custom material must be approved by Avitree's marketing team before use.

●      Do not use the Avitree brand name or trademark in any manner implying co-ownership or an exclusive relationship beyond the Dealership Agreement.

Digital & Social Media:

●      Social media accounts must clearly identify as 'Avitree Authorised Dealer — [City]' and must not impersonate official Avitree brand accounts.

●      Digital advertising must comply with Avitree's Brand Guidelines. Misleading claims, competitor price comparisons, or unauthorised imagery are prohibited.

6.3 Service Bay Standards

●      Maintain a clean, organised service bay equipped with the minimum tool kit as defined in the Avitree Service Partner Standards document.

●      Service technicians must be trained and certified under the Avitree Technical Training Programme (renewed every two years).

●      Only genuine Avitree spare parts or Avitree-approved equivalent components may be used in warranty repairs.

6.4 Reporting & Compliance

●      Submit monthly sales reports to Avitree via the B2B portal or as specified by the regional sales team.

●      Avitree reserves the right to conduct periodic store audits (announced or unannounced) to verify compliance.

●      Repeated non-compliance with branding, pricing, or service standards may lead to suspension or termination of the Dealership Agreement.

7. Avitree Support for Dealers

In return for compliance with this Policy, Avitree provides Authorised Dealers with:

●      Product training and certification through the Avitree Dealer Academy

●      Marketing support — co-branded creatives, campaign toolkits, and social media assets

●      Priority access to new product launches and pre-launch information

●      Dedicated regional sales representative for order support and escalation

●      Access to the Avitree B2B portal for stock ordering, warranty claims, and reporting

●      Annual Dealer Meets for networking, product previews, and top performer recognition

●      Technical support hotline — Monday to Saturday, 10 AM to 6 PM IST

8. Governing Law & Contact

This Policy is governed by the laws of India. Disputes shall be subject to the exclusive jurisdiction of the competent courts in Pune, Maharashtra.

Email: connect@avitreeworld.com Phone: +91 84333 28100 | +91 84333 28200 WhatsApp: Available on the Platform (www.avitreebikes.com) Hours: Monday – Saturday, 10:00 AM – 6:00 PM IST Address: Bhansali Bizgrow LLP, Avitree World, Gate No. 177, Lonikand, Pune – 412216

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