Cargo Liability / Damage & Loss Policy

Last updated: October 7, 2026

1. Scope

This policy describes our liability for loss of, damage to, or delay in delivering shipments carried under our Road Freight, Air Freight, Warehousing, and Global/Express Shipping services.

2. Basis of Liability

Unless a higher declared value and corresponding charge have been agreed in advance, our liability for domestic road shipments is limited in accordance with the Carriage by Road Act, 2007, and for international air shipments, in accordance with the Carriage by Air Act, 1972 and applicable international conventions. Liability for delay-only claims (where the shipment is not lost or damaged) is limited to the freight charges paid, except where a guaranteed delivery service was separately purchased.

3. Declared Value & Insurance

You may declare a higher value for your shipment and purchase additional insurance cover at the time of booking, subject to availability and applicable charges, to increase our liability above the statutory limit.

4. Filing a Claim

• Visible damage: note it on the delivery receipt / proof of delivery at the time of delivery, and notify us within 48 hours.
• Concealed damage or shortage: notify us within 72 hours of delivery.
• Loss or non-delivery: notify us as soon as the delay appears unreasonable for the service booked, and in any case within 30 days of the expected delivery date.

5. Claim Documentation

Please provide: your Order ID / AWB number, the original invoice or declared value, photographs of the damaged packaging and contents, and the delivery receipt where applicable.

6. Exclusions

We are not liable for loss or damage caused by: inadequate or improper packaging by the shipper; the inherent nature or defect of the goods (including normal perishability); undeclared or prohibited/restricted items (see our Restricted Goods Policy); force majeure events; or delay alone, except as stated above.

7. Claim Settlement

We aim to acknowledge claims within 48 hours and resolve them within 30 days of receiving complete documentation. Approved claims are settled by bank transfer or adjustment against future invoices, subject to the liability limits described above.