Cancellation & Refund Policy

Keep this current. This refund policy is a working draft written for an Indian packers-and-movers business. Before you go live, have it reviewed by your own legal adviser and replace the bracketed details with your registered particulars. Edit it in Admin → Pages, not in the source.

1. If you cancel

Cancellation takes effect when we receive it in writing — through your customer portal, by email, or confirmed in writing by your coordinator after a call. The time we receive it determines the outcome:

• More than 72 hours before the scheduled start — the booking advance is refunded in full.
• Between 72 and 24 hours before — we retain a documented part of the advance to cover crew and vehicle already committed to your slot, and refund the rest. The retained amount is itemised for you.
• Less than 24 hours before, or after packing has begun — the advance is not refunded. Work already performed is invoiced at the rates on your quotation, and anything paid above that amount is returned.

2. If you postpone instead

Postponing is usually better than cancelling. A first postponement requested more than 48 hours ahead carries no charge and your advance moves to the new date. Later or repeated postponements may attract a rescheduling charge, which we will tell you before you confirm.

3. If we cancel

If we cancel for any reason other than your breach of these terms — including our own operational failure — you get a full refund of everything you have paid, including the advance, and we will help you find an alternative. Where our cancellation at short notice causes you direct, documented expense, raise it through the grievance process and we will deal with it on its merits.

4. Partly completed moves

If a move is stopped part-way through for a reason outside both our control, you pay for the work actually done and the storage or return transport actually incurred, itemised, and everything else is refunded. Goods already in our care remain insured to the extent you have taken cover.

5. How refunds are paid

Refunds go back by the same route the payment came in — to the card, UPI ID or bank account used — because that is what payment-gateway rules require. We initiate a refund within 3 working days of approving it; the money typically reaches you within 5 to 10 working days depending on your bank. You can see the refund and its gateway reference in your customer portal.

6. Damage claims are separate

A claim for damaged or missing goods is not a refund and is not handled here. Report it on the delivery sheet or within the claim window on your booking, and it is dealt with under the liability and insurance terms in our Terms of Service.

7. Disagreements

If you think a retained amount is wrong, write to our Grievance Officer at [grievance@yourdomain] with your booking reference. We will give you a written decision, with the calculation shown, within 15 working days.