Terms and Conditions

Acceptance and scope

These Terms form a service agreement between the Company and the Client. They apply to website enquiries, surveys, quotations, bookings, packing, unpacking, loading, unloading, transportation, storage, vehicle relocation, and other agreed relocation services.

By accepting a quotation, making a payment, handing over goods, or allowing work to begin, the Client confirms that they have read, understood, and agreed to these Terms, together with the written quotation, invoice, inventory, insurance document, or service-specific instructions issued for the booking.

If a written quotation or signed service document contains a specific condition that differs from these general Terms, the specific written condition will apply to that booking to the extent of the inconsistency.

Services offered

Subject to availability and written confirmation, the Company may provide:

• Household and residential relocation
• Office and commercial relocation
• Packing and unpacking
• Loading and unloading
• Local and intercity transportation
• Car and bike transportation
• Warehousing or storage
• Other agreed handling services

Only the services expressly stated in the accepted quotation are included. Dismantling, installation, electrical work, plumbing, carpentry, appliance servicing, special lifting, crane work, storage, insurance, unpacking, debris removal, or disposal are excluded unless specifically listed.

Quotation, pricing, taxes, and additional charges

Quotations are prepared from the information, photographs, video survey, physical survey, inventory, route, floor, lift, access, vehicle, manpower, packing material, and service requirements disclosed by the Client.

• A quotation may be estimated or fixed, as clearly stated in the quotation.
• Unless stated otherwise, quotation validity is limited to the period mentioned in the quotation.
• GST, tolls, permits, entry charges, parking, union charges, ferry charges, interstate taxes, insurance, storage, and similar third-party charges are payable as stated in the quotation or actual invoice.
• The Company may revise the price if the actual quantity, volume, weight, distance, route, floor, access, manpower, vehicle, packing, dismantling, waiting time, or service scope differs from the information originally provided.
• Any estimate given without a complete survey or final inventory is provisional.

Do not rely on verbal promises. Any discount, free service, special handling instruction, delivery commitment, insurance arrangement, or price inclusion should appear in the written quotation or invoice.

Booking confirmation and payment

• A booking is confirmed only after written confirmation and receipt of the advance or full payment specified in the quotation.
• Unless the quotation states otherwise, the total service amount must be paid before packing, loading, dispatch, or delivery, as instructed by the Company.
• The Company may suspend or refuse service if any due amount is unpaid.
• Payment must be made only to the official account, UPI ID, payment link, or authorised representative confirmed by the Company.
• The Client must retain payment receipts and verify the recipient before transferring funds.

Never share an OTP, UPI PIN, ATM PIN, card CVV, or internet-banking password with any person claiming to represent the Company.

Survey, inventory, and changes in service scope

The Client must disclose all goods, including bulky, fragile, heavy, high-value, restricted, dismantled, rooftop, basement, or difficult-access items. The Company may prepare or request an inventory at pickup.

• The Client should review the inventory and immediately report missing or incorrect entries.
• Unlisted goods may be refused or accepted at an additional charge, subject to capacity and safety.
• The Client must disclose changes in pickup, destination, date, route, quantity, packing, floors, lift availability, or access before the move.
• The Company may change the vehicle, crew, packing method, route, or operational process where reasonably necessary, provided the agreed core service is maintained.

Client responsibilities

The Client is responsible for:

• providing complete, current, and accurate contact, address, inventory, and booking information;
• being present, or appointing an authorised adult representative, at pickup and delivery;
• obtaining society, landlord, building, police, parking, entry, road, lift, loading-bay, or other required permissions;
• providing safe and reasonable access for the crew and vehicle;
• disconnecting, draining, defrosting, cleaning, and preparing appliances before packing unless a separate service is agreed;
• backing up computers, phones, storage devices, and digital information;
• removing personal documents, medicines, valuables, cash, jewellery, and prohibited goods;
• checking cupboards, drawers, lofts, balconies, storerooms, and premises before departure; and
• ensuring that the Client has lawful ownership, custody, or authority to move the goods.

The Client will be responsible for loss, injury, penalty, delay, seizure, or additional cost caused by inaccurate information, unsafe premises, unlawful goods, undisclosed hazards, or failure to obtain required permissions.

Prohibited, dangerous, and excluded goods

The following must not be packed or transported unless expressly accepted in writing and legally permitted:

• cash, currency, negotiable instruments, jewellery, precious metals, gemstones, passports, certificates, title deeds, confidential records, or irreplaceable documents;
• weapons, ammunition, explosives, fireworks, fuel, gas cylinders, chemicals, acids, poisons, paint, pressurised cans, or other hazardous or flammable materials;
• illegal, stolen, counterfeit, smuggled, restricted, or prohibited goods;
• perishable food, plants, animals, biological material, or temperature-sensitive goods;
• antiques, artwork, collectibles, fragile heirlooms, or exceptionally high-value items not declared and specially accepted;
• goods likely to leak, contaminate, damage, or endanger people, vehicles, premises, or other property.

The Company may inspect, refuse, isolate, return, dispose of, or report prohibited or dangerous goods where reasonably necessary for safety or legal compliance. Any resulting cost or liability will be borne by the Client, to the extent permitted by law.

Packing, handling, and customer-packed goods

• The Company will use reasonable care and skill appropriate to the agreed service and declared nature of the goods.
• Standard packing is designed for normal road transportation. Special crates, climate control, waterproofing, shock monitoring, or export packing must be separately agreed.
• The Company is not responsible for the internal condition, contents, packing quality, or concealed damage of cartons, bags, trunks, or packages packed and sealed by the Client or another person.
• Fragile, high-value, or unusual goods must be declared before quotation and identified to the supervisor before packing.
• Existing scratches, dents, rust, wear, weak joints, loose parts, moisture damage, insect damage, or structural weakness may be noted before movement.

Transportation, delivery, and delays

Pickup and delivery dates or times are estimates unless the Company expressly guarantees them in writing. The Company will make reasonable efforts to follow the agreed schedule, but transit may be affected by road conditions, traffic, weather, breakdowns, accidents, vehicle restrictions, permits, inspections, strikes, public events, route closures, natural events, or other circumstances beyond reasonable control.

• The Client must provide a reachable contact person and accept delivery within the agreed window.
• Part-load or shared-vehicle services may involve consolidation, route planning, and multiple deliveries.
• The Company may use an alternative reasonable route or vehicle where operationally necessary.
• A delay alone does not entitle the Client to withhold undisputed payment or claim indirect loss, unless required by applicable law or expressly agreed in writing.

Waiting time, storage, detention, and failed delivery

Additional charges may apply where the crew or vehicle is delayed because the premises are unavailable, access is blocked, permissions are missing, the Client is absent, payment is pending, goods are not ready, delivery is refused, or unloading cannot reasonably be completed.

• Goods may be moved to storage at the Client’s risk and cost where delivery cannot be completed.
• Storage, redelivery, handling, detention, parking, labour, and security charges must be paid before release or redelivery.
• The Client must promptly update any change in delivery address or contact details.
• The Company may exercise any lawful right of lien over goods for unpaid service charges, subject to applicable law and written notice.

Insurance, risk, and limitation of liability

Transit insurance or declared-value coverage is not automatically included unless it is expressly stated in the quotation, policy, or invoice. Where insurance is requested and available, coverage is subject to the insurer’s terms, exclusions, declared value, excess, documentation, survey, and claim decision.

The Company will not be liable, to the extent permitted by law, for:

• pre-existing damage, ordinary wear and tear, inherent defects, weak construction, rust, leakage, electrical or mechanical malfunction not caused by visible external impact;
• loss or damage arising from Client-packed goods, undisclosed fragile items, inadequate original packaging, or prohibited goods;
• loss of data, software, business, profit, income, opportunity, reputation, rent, accommodation cost, emotional distress, or other indirect or consequential loss;
• delay or loss caused by force majeure, lawful authority, seizure, road restriction, or circumstances outside reasonable control;
• minor cosmetic marks reasonably associated with handling bulky goods through constrained access, where the risk was explained and the Client instructed the work to proceed.

Any liability of the Company will be limited to proven direct loss and will be assessed with reference to actual condition, age, depreciation, repairability, declared value, salvage value, insurance terms, and the service charges paid, subject always to rights that cannot lawfully be excluded or limited.

Inspection and damage or loss claims

The Client should follow this process:

1. Inspect the goods and count packages at delivery before signing an unconditional delivery receipt.
2. Record visible shortage or damage on the delivery document and inform the supervisor immediately.
3. Send a written claim as soon as reasonably possible, preferably within 48 hours for visible damage and within 7 days for concealed damage.
4. Provide the booking number, inventory, photographs, video, purchase or repair records, delivery documents, and any other reasonable evidence requested.
5. Keep the damaged item and packaging available for inspection; do not repair, dispose of, or alter it before reasonable inspection unless urgently required for safety.

Late notification may affect the Company’s ability to verify the cause, but it will not remove any statutory right that cannot legally be waived. The Company must be given a reasonable opportunity to investigate and, where appropriate, repair, replace, settle, or assist with an insurance claim.

Cancellation, rescheduling, and refunds

• The Client must request cancellation or rescheduling in writing by email or WhatsApp using the contact details associated with the booking.
• Cancellation or rescheduling is effective only after acknowledgement by the Company.
• A cancellation fee may be deducted for survey costs, administration, reserved manpower or vehicle, purchased packing material, third-party commitments, or work already performed.
• Late cancellation, same-day cancellation, or failure to provide access may result in loss of the booking advance or additional charges, as stated in the quotation.
• Approved refunds will be processed after adjustment of applicable costs and may take the normal banking or payment-gateway processing period.
• If the Company cancels for reasons within its control and no service has been performed, the unused amount received for that service will be refunded.

Employees, agents, and service partners

The Company may use employees, drivers, labour providers, transporters, warehouse operators, destination agents, vehicle carriers, insurers, or other service partners to perform part of the service. The Company may share booking information reasonably necessary for that purpose in accordance with its Privacy Policy.

The Client must not directly instruct, hire, pay, or enter a separate arrangement with an individual crew member or unauthorised third party for work outside the confirmed quotation. The Company is not responsible for unauthorised private arrangements.

Force majeure and unforeseen circumstances

The Company will not be treated as breaching these Terms where performance is prevented or delayed by events beyond reasonable control, including natural disaster, flood, fire, extreme weather, epidemic, pandemic restriction, war, civil disturbance, strike, government order, road closure, curfew, accident, breakdown, fuel disruption, permit delay, cyber incident, or failure of essential third-party infrastructure.

The Company will take reasonable steps to reduce disruption and resume or rearrange the service when practicable. Additional unavoidable third-party or operational costs may be payable by the Client after reasonable explanation.

Complaints and dispute resolution

A Client with a complaint should first contact the Company in writing with the booking details, issue, supporting evidence, and requested resolution. Both parties will attempt in good faith to resolve the matter through discussion or negotiation.

If the dispute is not resolved, the parties may mutually agree to mediation. Where a valid arbitration agreement applies, the dispute may be referred to a sole arbitrator appointed by mutual agreement, with the seat and venue in Delhi and proceedings in English or Hindi, in accordance with applicable Indian arbitration law.

Nothing in these Terms prevents a consumer from using any remedy, consumer commission, authority, or court that cannot legally be excluded by contract.

Governing law and jurisdiction

These Terms are governed by the laws of India. Subject to any mandatory consumer forum, statutory authority, or other jurisdiction that cannot legally be excluded, the courts at Delhi will have jurisdiction over disputes connected with these Terms or the services.

Website information and acceptable use

• Website descriptions, images, routes, prices, testimonials, and service information are general and may change without notice.
• An online enquiry does not by itself create a confirmed booking or guarantee availability, price, vehicle, or delivery date.
• You must not misuse the website, submit false enquiries, attempt unauthorised access, introduce harmful code, copy protected content, or impersonate another person.
• Third-party links, maps, payment services, social platforms, and external websites operate under their own terms and policies.

Privacy and communications

Personal information submitted through the website, phone, WhatsApp, email, survey, booking, payment, or claim process will be handled in accordance with the Company’s Privacy Policy. The Client authorises service-related calls, emails, messages, and WhatsApp communication necessary to respond to an enquiry or perform a booking.

Changes, severability, waiver, and entire agreement

• The Company may update these website Terms for future bookings by posting a revised version and updated date.
• Terms applicable to a confirmed booking will ordinarily be those accepted at the time of confirmation, unless a change is required by law or mutually agreed.
• If any provision is held invalid or unenforceable, the remaining provisions will continue to apply.
• A delay or failure to enforce a right does not permanently waive that right.
• These Terms, the accepted quotation, invoice, inventory, and any written service-specific document form the complete agreement for the booking.
• The Client may not transfer the booking or rights under it without the Company’s written consent.

Contact Asha Packers and Movers

For quotations, booking changes, cancellations, complaints, claims, or questions about these Terms, contact us using the details below. Include your name, mobile number, booking or quotation reference, and move date.