Terms & Conditions

Mumbai Metro Packers and Movers

Website: https://mumbaimetropackers.in

Last Updated: 25 Jan 2025

Welcome to Mumbai Metro Packers and Movers. By accessing our website or app, submitting a relocation enquiry, booking our services, or confirming a quotation, you acknowledge that you have read and understood these Terms & Conditions.

These terms explain our service procedures, customer responsibilities, payment and cancellation policies, additional charges, and guidelines for transporting household goods, vehicles, and other personal belongings.

1. Quotations and Estimates

1.1. Quotations provided by telephone, WhatsApp, email, or online enquiry forms are preliminary estimates based on the information and inventory provided by the customer.

1.2. The final service charges may vary depending on:

• The actual quantity, volume, and nature of the goods.
• The pickup and delivery locations, floor numbers, lift availability, and access conditions.
• The distance between the vehicle parking or loading/unloading point and the residence entrance or lift.
• Special packing requirements, including wooden crates or protective packaging for fragile and valuable items.
• Additional labour, dismantling, reassembly, or other services requested by the customer.
• Applicable tolls, parking fees, union labour charges, and other location-specific expenses not included in the quotation.

1.3. If the customer changes the inventory, shifting date, destination, or service requirements after quotation confirmation or payment, the quotation may need to be revised. Any additional charges must be communicated to the customer for confirmation before the additional services are undertaken.

2. Customer Responsibilities

To help ensure a safe and timely relocation, customers are requested to:

• Keep cash, jewellery, important documents, keys, and other personal valuables in their own custody.
• Inform us in advance whether the moving vehicle can enter the premises or access the required lane.
• Provide accurate information about the distance between the vehicle parking point, house entrance, and lift, along with any vehicle entry restrictions or parking time limits.
• Obtain the necessary permissions from housing societies, building management, or other relevant authorities for vehicle access, loading, unloading, and lift usage.
• Empty and defrost refrigerators at least 12 hours before the scheduled shifting time.
• Inform our coordination team about fragile, unusually heavy, oversized, or specially handled items before the move.
• Ensure that the pickup and delivery premises are accessible at the agreed time.

The customer should report any concerns, discrepancies, or visible damage to our representative as soon as reasonably possible.

3. Prohibited Items

Mumbai Metro Packers and Movers does not accept prohibited, illegal, or hazardous items for transportation, including explosives, inflammable materials, contraband, and other goods restricted by applicable law.

Gas cylinders and other potentially hazardous items must not be handed over for transportation unless their carriage is expressly permitted by applicable law and separately confirmed by the company.

Customers are responsible for disclosing the nature of the goods being transported and must not conceal prohibited articles among household belongings.

4. Additional Charges

The following additional charges may apply where the relevant service or condition arises and is not already included in the confirmed quotation.

4.1. Distance Between the Vehicle and the Lift or House Entrance

• 30–50 metres: ₹1,000 additional charge.
• More than 50 metres and up to 100 metres: ₹1,500 additional charge.
• More than 100 metres: Additional charges will be assessed by the field supervisor and communicated to the customer for confirmation.

To avoid disputes, the applicable distance and any additional charges should be confirmed before loading or unloading begins.

4.2. Additional Packing Boxes

Fresh packing boxes requested beyond the quantity included in the quotation will be charged at ₹100 per box.

4.3. Retention of Used Carton Boxes

Packing materials supplied for the move remain company property and are ordinarily collected on the day of unloading.

If the customer wishes to retain used carton boxes, a charge of ₹60 per carton box will apply.

4.4. Carpenter, Electrical, and Appliance Services

Unless expressly included in the quotation, dismantling and reassembly of furniture, carpenter work, and installation or fitting of electrical and electronic appliances will be charged separately.

4.5. Air Conditioner Services

Air conditioner dismantling and reassembly charges cover the specified service labour only, unless otherwise stated in the quotation.

Materials, additional piping, gas refilling, extra wiring, fittings, and other associated work are excluded and may incur additional charges.

4.6. Mathadi and Union Labour Charges

Mathadi, union labour, and related charges applicable at the pickup or delivery location are excluded unless expressly included in the quotation. These charges may apply in Mumbai, Pune, Kerala, or other locations, as applicable.

Any known additional charges should be disclosed and discussed with the customer before the relevant work is carried out.

5. Packing Materials and Handling

5.1. The company provides packing materials according to the confirmed quotation and the agreed service requirements.

5.2. Company-owned packing materials are to be returned to the company on the day of unloading, unless an alternative arrangement is agreed upon.

5.3. Additional packing materials, special protective packaging, or services beyond the confirmed scope may be charged separately.

5.4. Any transfer of goods using ropes, external lifting, or similar methods must be discussed with the company in advance. Such handling will be undertaken only where it is considered feasible and safe, with the method and applicable charges confirmed before proceeding.

6. Payments and Outstanding Balances

6.1. The token or advance amount, payment schedule, and outstanding balance will be specified in the confirmed quotation or booking communication.

6.2. The applicable payment terms must be agreed upon before the service is performed. Any request for part-payment or a change in the payment schedule is subject to written agreement between the customer and the company.

6.3. Additional services or charges outside the original quotation should be communicated to the customer and confirmed before they are undertaken, except where immediate action is reasonably necessary to protect people or property.

6.4. Customers are advised to retain payment receipts and written confirmation of their booking and any agreed changes.

7. Cancellation and Rescheduling

7.1. Token Refund: The token amount is fully refundable when the customer cancels the booking at least seven days before the scheduled movement date, subject to applicable law and any specific written terms agreed at booking.

7.2. Cancellation Within 24 Hours: Customer cancellations are generally not accepted within 24 hours of the scheduled movement slot. Rescheduling may be offered subject to slot availability and mutual confirmation.

7.3. Cancellation After Team Arrival: If the customer cancels after the shifting team has reached the pickup location, reasonable and applicable expenses already incurred may be payable by the customer, provided those charges are communicated and are permitted by applicable law.

7.4. Rescheduling: Customers should inform the coordination team as early as possible of any request to change the shifting date or time. Rescheduling is subject to availability and may require a revised quotation if the service requirements change.

7.5. Unforeseen Circumstances: If the company cannot carry out the movement because of unforeseen circumstances, the customer will be informed as soon as reasonably practicable. Refunds and any other remedies will be handled in accordance with the confirmed booking terms and applicable law.

8. Transportation Risks and Insurance

8.1. Customers are encouraged to arrange appropriate transit insurance for their goods, particularly for valuable, fragile, or high-value belongings.

8.2. Insurance availability, coverage, exclusions, declared value, premium, and claim procedures depend on the policy issued by the relevant insurer. Customers should review the policy documents before the movement.

8.3. The company will handle goods with reasonable care in accordance with the agreed service and applicable law. Nothing in these terms is intended to exclude or restrict liability that cannot lawfully be excluded or restricted.

8.4. If goods are damaged, missing, or delivered in a condition that differs from the condition recorded at pickup, the customer should notify the company promptly within 24 hours of delivery or unloading. Customers are requested to report the issue by phone or email and provide photographs, videos, and other relevant supporting evidence wherever possible.

Timely reporting helps us investigate the matter and coordinate the appropriate next steps. Any claim will be assessed in accordance with the applicable service terms, insurance policy, and Indian law. This reporting period does not limit any statutory rights or remedies that cannot lawfully be restricted.

8.5. A damage or shortage report or certificate may be requested to document a claim. Such documentation requirements do not remove any rights available to the customer under applicable law.

9. Indicative Insurance Valuation of Goods

Where an insurance provider or an agreed valuation process uses depreciation based on the age of an item, the following schedule may be used as an indicative reference, subject to the applicable policy and the insurer's approval.

Age of Goods	Indicative Value as a Percentage of Original Purchase Cost
Less than 3 months	100%
1 year	80%
2 years	60%
3 years	40%
4 years	20%
5 years	0%

This schedule is not a guarantee of insurance coverage or claim settlement. The valuation of goods, applicable depreciation, insured amount, and claim payout will be determined under the actual insurance policy and the insurer's terms. Where the schedule does not specify an item's age, its valuation should be confirmed before the move.

10. Car Transportation

10.1. Customers must remove personal belongings, accessories, valuables, chargers, goggles, cartons, and other loose items from the vehicle before handing it over for transportation.

10.2. Unless expressly agreed in writing, the vehicle transportation service covers the vehicle itself and does not include personal belongings or accessories left inside it.

10.3. Customers should document the vehicle's existing condition and disclose any known damage or mechanical issue before handover.

10.4. Claims relating to the vehicle or transportation service will be assessed in accordance with the agreed service terms, applicable insurance coverage, and applicable law.

11. Two-Wheeler Transportation

11.1. Customers should remove helmets, jackets, chargers, accessories, personal belongings, and other loose items before handing over a two-wheeler.

11.2. Unless expressly agreed in writing, personal belongings and accessories handed over separately or left with the two-wheeler are not included in the transportation service.

11.3. The customer should disclose any existing damage or relevant mechanical issue and retain a record of the vehicle's condition at handover.

12. Scheduling, Traffic, and Delays

Both the customer and the company should make reasonable efforts to adhere to the agreed pickup and delivery schedules.

Movement timelines may be affected by traffic conditions, weather, vehicle availability, building or society rules, road restrictions, and other circumstances beyond reasonable control.

The company will make reasonable efforts to communicate significant delays and coordinate revised timings where necessary.

13. Customer Support and Complaints

Customers should promptly contact our coordination team if they have concerns regarding the quotation, packing, loading, unloading, delivery, additional charges, or the condition of their goods.

Mumbai Metro Packers and Movers
Phone: +91 98925 09000
Email: hellomumbaimetro@gmail.com
Website: https://mumbaimetropackers.in

Please provide your booking reference, movement date, and a clear description of the issue so that the team can review it.

14. Changes to These Terms

Mumbai Metro Packers and Movers may update these Terms & Conditions from time to time to reflect changes in services, operational procedures, or applicable legal requirements.

The latest revision date will be displayed on this page. Changes to an existing booking will be handled in accordance with the confirmed booking terms and applicable law.

15. Applicable Law and Customer Rights

These Terms & Conditions are subject to the laws applicable in India. Any dispute will be handled by the competent forum or authority in accordance with applicable law.

Nothing in these terms is intended to waive a customer's statutory rights or to exclude any liability or remedy that cannot lawfully be excluded.