Terms & Conditions of Relocation Agreement

01 Preamble, Legal Entity & Contractual Scope

These Terms and Conditions constitute a legally binding service agreement between Agarwal Logistics Packers and Movers (hereinafter referred to as "ALPM", "Company", "We", "Us", or "Carrier") and the person, entity, or corporation engaging our services (hereinafter referred to as the "Customer", "Client", "Consignor", or "Consignee").

By scheduling a pre-move physical or virtual survey, accepting our formal quotation, paying an advance booking deposit, allowing our packing crew to enter your premises, or endorsing a Consignment Note (Bilty / Lorry Receipt), you unconditionally accept and agree to be bound by the clauses set forth in this document. These terms govern all relocation verticals executed by ALPM across India, including:

• Domestic Household Goods Relocation: Intercity and intracity packing, loading, highway transit, unloading, and unpacking of furniture, home appliances, kitchenware, and personal effects.
• Automobile & Two-Wheeler Transportation: Relocation of private cars, luxury sedans, SUVs, and motorcycles via dedicated hydraulic car carriers and specialized safety cages.
• Corporate & Commercial Office Shifting: Relocation of modular office workstations, server racks, IT infrastructure, desktop computers, filing cabinets, and industrial machinery.
• Short-Term & Long-Term Safe Warehousing: Moisture-proof, 24/7 CCTV-monitored household and commercial goods storage across our central logistics hubs.

02 Pre-Move Survey, Inventory Assessment & Quotation Validity

To ensure 100% price certainty and zero dispute during loading, all moving contracts are priced based on an itemized volume assessment (measured in Cubic Feet - CFT) or gross weight, combined with transit distance, floor elevation, packaging material grade, and transit risk coverage.

• Survey Accuracy: Quotations are issued following an in-person physical survey by our survey coordinator or a detailed video survey conducted via WhatsApp/Google Meet. The customer must declare every article intended for transport, including balcony plants, loft storage items, and dismantled furniture components.
• Binding Quotation Guarantee: Once a written quotation is officially accepted, the price remains fixed and binding. ALPM enforces a strict Zero Hidden Cost Policy. No surcharges for fuel escalation, state green taxes, or standard toll fees will be added post-agreement.
• Add-on Inventory Surcharge: If on the day of loading, the customer presents items not recorded in the initial survey inventory, ALPM reserves the right to recalculate freight charges proportionally based on additional cubic footage occupied and extra packaging materials consumed.
• Quotation Validity: Standard moving estimates remain valid for a period of 30 calendar days from the date of issue. Special festival or month-end promotional discounts are valid strictly for the booking window specified on the quotation sheet.

03 Booking Confirmation, Advance Token & Payment Milestones

To secure a dedicated packing crew, high-grade corrugated packing supplies, and containerized transport vehicles on your preferred date, bookings are scheduled through clear commercial milestones:

GST Compliance & Official Invoicing: In accordance with the Central Goods and Services Tax (CGST) Act, 2017, all moving contracts are invoiced under applicable HSN/SAC codes (SAC 996511 for Road Transport of Goods / SAC 996791 for Cargo Handling & Storage). A valid Tax Invoice with input tax credit (ITC) eligibility will be issued to registered corporate and individual entities.

Strict Warning Against Cash Payments: Customers are strictly advised NOT to hand over cash to on-site truck drivers or daily packing helpers without an official printed receipt or written authorization from the central accounts desk. ALPM accepts zero liability for unverified cash transfers to third-party accounts.

04 Cancellation, Slot Rescheduling & Refund Policy

We recognize that job transfers, house possession dates, and tenancy lease timelines can change unexpectedly. Our cancellation and rescheduling rules are designed to be fair, transparent, and hassle-free:

Refund Processing SLA: All approved refund claims are processed directly to the original bank account or UPI handle used during booking within 5 to 7 working business days. Formal refund requests must be submitted via email to info@agarwalpackermoverindia.com along with your Booking Reference Number.

05 Prohibited, Hazardous & High-Value Goods Policy

To ensure statutory road transport safety under the Motor Vehicles Act, 1988, and prevent catastrophic transit fire or legal confiscation, certain items are strictly prohibited from being packed inside our transport containers.

Articles Strictly Prohibited from Moving Vehicles:

• Valuables & Liquid Assets: Physical cash, bullion, gold and diamond jewellery, bearer instruments, share certificates, property title deeds, passports, original educational degrees, and high-value antique stamps. (These MUST be carried personally by the customer).
• Flammable & Hazardous Materials: Filled LPG cooking gas cylinders, kerosene, petrol/diesel cans, engine oil, thinner, paint cans, firecrackers, matches, acid containers, and chemical solvents.
• Pressurized Aerosols & Batteries: Inverter lead-acid batteries with open fluid caps, pressurized pesticide sprays, and lithium-ion battery packs exceeding safety thresholds.
• Perishable & Organic Substances: Fresh milk, cooked meals, raw meat, frozen seafood, and highly perishable groceries that can decompose and attract pests during multi-day highway transit.
• Living Organisms: Domestic pets (dogs, cats, birds), livestock, aquarium fish, and fragile exotic nursery plants requiring continuous sunlight and hydration.
• Firearms & Contraband: Licensed or unlicensed firearms, ammunition, military-grade knives, narcotics, contraband liquor across dry states (e.g., Gujarat, Bihar), and illicit goods under the NDPS Act.

6. Consignment Note and E-Way Bill

• Consignment note: each move has a numbered consignment note (bilty or LR) recording the package count, addresses, declared value for any cover, and payment status.
• At loading: please check the package count and sign the origin copy before the vehicle leaves.
• E-way bill: used personal and household effects are generally exempt from the e-way bill requirement under Rule 138 of the CGST Rules and its annexure. New goods, trade stock and business assets may need an e-way bill or other documents, so tell us about them before dispatch and check with your accountant where needed.
• At delivery: please check carton condition and count, and sign the delivery copy with remarks about anything missing or damaged before the vehicle leaves.

7. Transit Cover and Damage Claims

Careful packing reduces risk, but long road journeys still carry some risk. Transit cover is optional. ICICI Lombard transit cover is optional and is not automatically included in moving charges. Our quoted cover charge is 3% of the declared goods value. For ₹1 lakh cover, the charge is ₹3,000. For ₹2 lakh cover, the charge is ₹6,000 less a ₹3,000 complimentary benefit, so you pay ₹3,000. The complimentary benefit applies to the ₹2 lakh cover option, not to a standalone ₹1 lakh policy. Confirm the full payable amount and policy before dispatch. Cover starts only as stated in the issued policy. Covered loss, valuation and settlement are subject to the insurer’s assessment, exclusions, limits and applicable deductible/excess; full reimbursement is not guaranteed. The deduction can vary, so confirm the amount in your policy. Follow the insurer’s reporting deadline and keep the inventory, condition photos and delivery records.

• If you choose transit cover: it is arranged with a cover provider on that provider's terms. Before you choose it, ask for the provider's name, what is covered and excluded, how declared value is set, the premium, and the provider's claim deadline and evidence requirements. Settlement follows the provider's process and timescale.
• If you do not choose cover: our responsibility for loss or damage is as set out in these terms, your consignment note and applicable law.

Reporting damage or loss

1. At delivery: write any visible damage, crushed carton or missing package on the delivery copy before signing, in front of our crew.
2. In writing: email info@agarwalpackermoverindia.com within 48 hours of delivery, with your booking reference, so we can investigate while the facts are fresh. If you have transit cover, also follow the provider's own deadline. This reporting request does not replace applicable statutory rights or the provider's policy terms.
3. Evidence: photos of the item and its packing, the delivery copy with your remarks, and, where available, the purchase invoice and a repair estimate. If a record is unavailable, explain that when reporting the issue and ask which alternatives can support the assessment; any selected cover has its own evidence requirements.
4. Keep the item: keep the damaged item and its packing until it has been inspected or the claim is settled.

Electrical or mechanical faults that are not linked to the move, such as pre-existing faults or normal wear, are not treated as transit damage.

8. Car and Bike Transport

• Condition report: before loading, the vehicle is inspected with you. Existing scratches, dents, the odometer reading and accessories are recorded on a condition report signed by both sides.
• Fuel, battery and FASTag: prepare the vehicle as the vehicle maker and the carrier operator advise. We will tell you the fuel level, battery and EV charge requirements for your vehicle and carrier. Nothing is drained or disconnected without that being agreed with you.
• Documents: provide copies of the registration certificate and current insurance. Keep the originals. The operator will tell you if any other document is needed.
• Personal items: do not load luggage, boxes, tools or flammable fluids inside the vehicle. Anything left in the vehicle travels at your own risk.
• At delivery: check the vehicle against the condition report before signing, and note any difference on the delivery record.

09 Transit Timelines, Highway Logistics & Force Majeure

Your quote gives a provisional delivery window based on the route, the transport mode and access at both addresses. For shared loads, the window runs from pickup and includes consolidation, and the dispatch and delivery dates are confirmed separately.

Some delays are outside our reasonable control, such as the events listed below. If one affects your move, we will tell you as soon as we know and agree a revised delivery window with you. Responsibility for a delay depends on the booking terms, its cause and applicable law.

Recognized Force Majeure Events Include:

• Severe weather disruptions: Heavy monsoon road breaches, severe flooding, national highway landslides, cyclone warnings, or zero-visibility winter fog in Northern India.
• Statutory highway blockades: Unannounced political bandhs, farmer protests, state border toll plaza strikes, transport union strikes, or national highway closures by NHAI.
• Governmental interventions: Election-period vehicle requisitioning, state border RTO surveillance checks, emergency pandemic movement restrictions, or curfew declarations.
• Catastrophic acts of God: Earthquakes, lightning strikes, severe bridge structural failures, or declared national emergencies.

10 Multi-Floor Handling, Elevator Access, Long Carry & Labour Conduct

Our moving estimates assume standard loading and delivery access conditions at both origin and destination properties:

• Elevator & Staircase Accessibility: Standard quotes include loading and unloading where an operational service elevator is accessible. If an elevator is non-functional or prohibited for furniture by apartment society rules, manual staircase lifting beyond the 2nd floor attracts an additional labour handling surcharge of ₹300 to ₹600 per floor depending on household volume.
• Long Carry Distance (>50 Meters): If apartment association rules, narrow society lanes, or low-hanging overhead cables prevent our container truck from parking within 50 meters of your building entrance, a long-carry manual porterage fee or small shuttle vehicle charge will apply.
• Society Permissions & Move-in NOC: The customer is solely responsible for obtaining written Move-in/Move-out permissions, lift booking slots, and Security NOC from respective Resident Welfare Associations (RWA) or apartment management bodies.
• Zero Tolerance for Unauthorized Tips / Baksheesh: Our packing crews and drivers are fully paid company professionals. Customers are under NO obligation to pay tips, tea money, or baksheesh. If any crew member demands unauthorized money, please report immediately to our central customer care desk at +91-9467186002.

11 Warehousing, Safe Storage & Statutory Lien Rights

For customers awaiting home possession, renovation completion, or overseas deployment, ALPM provides dedicated palletized storage across our secure warehouses:

• Storage Agreement & Billing: Storage fees are billed on a calendar monthly advance basis. Monthly rent covers clean palletized storage, 24/7 CCTV surveillance, quarterly pest control, and multi-tier fire safety systems.
• Prohibited Storage Articles: No food items, perishable ingredients, wet fabrics, liquids, or uncleaned kitchen appliances may be placed into long-term warehousing.
• Statutory Right of Lien (Indian Contract Act, 1872): Under Section 171 and Section 221 of the Indian Contract Act, 1872, ALPM reserves a general and particular possessory lien on all goods, furniture, and vehicles stored in our custody for unpaid freight, storage rent, handling, or demurrage dues.
• Default & Disposal Rights: If warehousing storage rent remains unpaid for more than 60 consecutive days despite three written reminder notices sent via registered email and WhatsApp, ALPM reserves the legal right to auction or dispose of the goods to recover outstanding storage and legal dues.

12. Your Preparation

• Refrigerator: follow the maker's manual. Switch it off, defrost if your model needs it, then drain, clean and dry it before packing day.
• Washing machine: follow the maker's preparation instructions: drain and dry it, detach hoses as instructed, and fit transport bolts or locks if the model requires them. Remove the locks before use as instructed. Ask the maker or a qualified technician if the required parts are missing.
• Technician work: the crew handles basic furniture dismantling such as beds, tables and wardrobes. Air conditioners, water purifiers, wall-mounted TVs and geysers need a qualified technician, arranged as an optional extra.
• Final check: before the vehicle leaves, check every cupboard, shelf, loft, bathroom and balcony for anything left behind.

13 Limitation of Liability, Carrier Protections & Consumer Rights

ALPM operates in strict compliance with the Consumer Protection Act, 2019, striving to deliver flawless logistics services. However, the Carrier's liability is strictly governed by the following parameters:

• Maximum Liability on Uninsured Goods: Where the consignor opts for Owner's Risk (declines transit insurance), ALPM's maximum statutory liability for loss or physical damage to goods under the Carriage by Road Act 2007 is limited to ten times the basic freight charge or the actual depreciated value of damaged goods, whichever is lower.
• Indirect or Consequential Loss: Under no circumstances shall ALPM, its directors, or affiliates be liable for indirect, incidental, or consequential damages, including loss of business revenue, missed flight tickets, temporary hotel accommodation costs, or emotional distress resulting from transit delays.
• Customer-Packed Cartons ("PBO - Packed by Owner"): ALPM accepts zero liability for internal breakage, scratches, or damage to items packed personally by the customer in their own bags, suitcases, or uninspected boxes where our crew did not execute professional packing.

14 Dispute Resolution, Arbitration & Territorial Jurisdiction

We are dedicated to resolving all customer concerns through transparent mutual communication. In the rare event of a dispute arising out of or in connection with this Relocation Agreement, the following dispute resolution protocol shall apply:

• Step 1 - Escalation to Grievance Desk: The customer shall first submit a formal grievance ticket to our central redressal desk. Our Senior Grievance Officer will investigate and provide a formal written resolution within 15 business days.
• Step 2 - Sole Arbitration: If the dispute cannot be amicably settled within 30 days, it shall be referred to arbitration by a Sole Arbitrator appointed by mutual consent in accordance with the Arbitration and Conciliation Act, 1996. The arbitration proceedings shall be conducted in the English language.
• Exclusive Territorial Jurisdiction: All contracts, Bilty agreements, transit insurance matters, and legal proceedings between the customer and Agarwal Logistics Packers and Movers (ALPM) shall be exclusively subject to the territorial jurisdiction of the competent civil courts located in Hyderabad / Secunderabad, Telangana, India.

15 Statutory Grievance Redressal Desk & Official Contact Directory

In compliance with Indian consumer protection standards, we have appointed a dedicated Grievance Redressal Officer to resolve all service disputes, billing clarifications, transit queries, and insurance claim escalations:

Frequently Asked Legal and Service Questions

What is your cancellation and advance refund policy for household shifting?

Bookings cancelled more than 48 hours prior to the scheduled packing slot receive a 100% refund of the advance token amount (minus standard bank processing fees). Cancellations between 24 and 48 hours are eligible for a 50% refund or one-time free date rescheduling. Cancellations within 24 hours of packing are non-refundable.

What is the time limit and procedure to file a transit damage claim?

Write any visible damage or missing package on the delivery copy before signing. Then email info@agarwalpackermoverindia.com within 48 hours of delivery, with your booking reference and photos. If you chose transit cover, also follow the cover provider's own deadline and process, and keep the damaged item and its packing until the provider confirms they are no longer needed. The reporting request does not replace applicable statutory rights or the cover provider's actual terms.

Can moving charges increase after our items are loaded into the truck?

No. Agarwal (ALPM) Logistics Packers and Movers follows a strict Zero Hidden Cost Policy. The written survey estimate is fixed and final. Quotations are revised only if you add additional unlisted inventory, request multi-point pickup stops, or require specialized manual crane lifting not declared during the initial survey.

Which goods are strictly prohibited from being packed inside the moving vehicle?

Valuables such as gold/diamond jewellery, physical cash, property title deeds, passports, original certificates, licensed firearms, inflammable liquids (petrol, diesel, kerosene), filled LPG cylinders, acid batteries, perishable cooked meals, and live pets or plants are strictly prohibited and must not be loaded into transport containers.

What are the mandatory fuel guidelines for car and bike transport?

Prepare the fuel level, battery and any EV charge as the vehicle maker and the carrier operator advise. We will tell you what your vehicle and carrier need before collection. Nothing is drained or disconnected without your agreement, and you should not leave luggage or loose fuel containers inside the vehicle.

Which legal jurisdiction applies in the event of an unresolved dispute?

All contracts and disputes arising from relocation, warehousing, and transportation services provided by Agarwal Logistics Packers and Movers (ALPM) are exclusively subject to the territorial jurisdiction of the competent courts in Hyderabad / Secunderabad, Telangana.