SehgalMotors.pk Privacy Policy, AI Usage Policy & Terms of Use

1.Which channels are AI and which are human

Channel	Answered by
WhatsApp chat on 0311-1222357	AI assistant
Facebook Messenger (SehgalMotors.PK page)	AI assistant
Instagram Direct Messages (@sehgalmotors)	AI assistant
Chat on our website	AI assistant
Phone calls to 0311-1222357	Our customer service team, on a recorded line
Email to sales@sehgalmotors.pk	Our customer service team
Our branches and PPF studios	Our staff, in person

The WhatsApp number and the phone number are the same, 0311-1222357. Chat messages to that number go to the AI assistant. Calls to it go to a person.

Chats answered by the AI assistant are saved, and our team can review them and step in where a matter needs a person, but they are not read by a person as they happen. If you need a person, call us.

2.What the AI assistant can help with

• Information about our products, their features and what they generally fit.
• Our services, including PPF, detailing and installation, and how they work.
• Branch and studio locations, timings and directions.
• Taking down a booking request or a product enquiry for our team to follow up.
• The status of an online order, where it can look it up.
• Pointing you to the right page, policy or person.

3.What the AI assistant can't do

The AI assistant has no authority to act for SehgalMotors.pk. It cannot, on our behalf:

• agree a price, discount, special offer or free item;
• confirm stock, an order, a booking slot or a delivery date;
• confirm that a product will fit your specific vehicle;
• approve a warranty claim, return, exchange or refund;
• give payment instructions or bank account details;
• accept a complaint as valid, admit fault, or agree a settlement;
• give legal, technical or safety advice.

4.AI answers are not confirmations

1. 4.1AI answers are generated automatically. The assistant can misunderstand a question, mix up products or vehicle variants, or give information that is incomplete, out of date or wrong. No AI system is accurate all the time.
2. 4.2Anything the AI assistant says, including prices, stock, fitment, timings and policies, is general information only. It is not an offer, quotation, promise, warranty or confirmation from SehgalMotors.pk, and it does not bind us.
3. 4.3If an AI answer differs from our invoice, order confirmation, job card, signed agreement, Terms & Conditions or product page, those documents apply, and the AI answer does not.
4. 4.4If you are about to make a decision based on something the AI told you, such as buying a product for a particular car or booking a full-car PPF job, please check it first by calling 0311-1222357 or visiting a branch.

5.What counts as an official confirmation

1. 5.1A price, product, order, booking or service is confirmed only by one of the following: our computerised POS invoice, an order confirmation from our website, a job card or agreement signed at our branch, or a written confirmation from authorised management.
2. 5.2Our phone and branch staff can check information for you and answer your questions. As set out in section 3.3 of our Terms & Conditions, anything a staff member says that changes our prices, terms or warranties binds us only once it is written down and confirmed by authorised management.
3. 5.3A screenshot of an AI chat is not a confirmation, an invoice or proof of an agreement.

6.Payments and scam protection

7.Orders, complaints and approvals sent by chat

1. 7.1Your own written messages count. When you send us a message on WhatsApp or another chat channel, such as approving extra work on your car or reporting a problem with an order, that message is your written instruction or report, and we keep it as a record. Approvals of extra work are handled as set out in section 12.7 of our Terms & Conditions.
2. 7.2Complaints. Complaints sent on WhatsApp are saved and passed to our team. For anything important, especially a claim with a time limit, also email sales@sehgalmotors.pk or call 0311-1222357, so a person confirms they have received it.
3. 7.3Legal notices. Legal notices sent by chat, social media or comments are not valid. They must be sent in writing to our registered office, as set out in section 17 of our Terms & Conditions.

8.Misusing the AI assistant

1. 8.1You must not try to trick, pressure or manipulate the AI assistant into offering a price, discount, free item, refund or promise, for example by giving it false instructions, pretending to be our staff or management, or asking it to "confirm" something it has no authority over.
2. 8.2Any answer obtained that way is void, has no effect, and will not be honoured. Using such an answer to demand a price, product or refund will be treated as bad-faith conduct under section 19 of our Terms & Conditions.
3. 8.3We may stop replying to, or block, anyone who sends abusive, threatening, obscene or spam messages, or who uses the assistant for anything unrelated to our products and services.

9.Your messages and privacy

1. 9.1Your chat messages, including any photos, videos and voice notes you send, are processed by the AI service providers that run our assistant, and by Meta for WhatsApp, Facebook and Instagram. Some of these providers store data on servers outside Pakistan.
2. 9.2We keep chat records as part of our customer service records, and we use them to answer you, follow up enquiries, handle complaints and claims, keep evidence of what was said, train our staff, and improve the assistant's answers.
3. 9.3Please don't send card numbers, PINs, OTPs, passwords or copies of your CNIC in any chat. If we need identity documents, we will ask for them at a branch.
4. 9.4How we collect, use, share and keep personal information is explained in full in our Privacy Policy.

10.Recorded phone calls

Calls to 0311-1222357 are recorded for quality, training and record purposes. By staying on the call, you agree to it being recorded. Recordings may be used as evidence in a complaint, claim or legal proceedings.

11.Not professional advice

Information from the AI assistant, our website or our social media is general information. It is not legal or financial advice, a mechanical or engineering certification, a vehicle inspection, or a safety certificate. Checking that a product suits your vehicle and is legal to use is your responsibility, as set out in our Terms & Conditions.

12.Limitation of liability

1. 12.1To the fullest extent allowed by Pakistani law, SehgalMotors.pk is not liable for any loss, damage, cost or claim arising from: incorrect, incomplete or out-of-date AI answers; reliance on AI answers that were not confirmed under section 5; delays or gaps in AI replies; or interruptions, errors or downtime of our chat channels, website or the platforms they run on.
2. 12.2The limits of liability in section 21 of our Terms & Conditions also apply.
3. 12.3Nothing in this policy limits any liability that cannot legally be limited.

13.Changes to this policy

We may change which channels use AI, and update this policy, as our services change. The effective date and version number at the top of this page show the current version, and changes apply from the date they are published.

14.Contact us

Speak to a person	Call 0311-1222357 (recorded line)
Email	sales@sehgalmotors.pk
AI assistant	WhatsApp 0311-1222357, Facebook Messenger (SehgalMotors.PK), Instagram (@sehgalmotors), website chat
Registered office	25-A Abdul Isphani Road, Faisal Town, Lahore
Business hours	Every day, 10am to 9pm PKT (AI chat is available at all hours)