Our Promise: Fair Refunds, Transparent Terms

What Our Refund Policy Covers

At Gati Movers and Packers, we've built trust with families since 2010 by standing behind our word. Our refund policy reflects the values we've held for 15+ years: fairness, transparency, and genuine care for the families we serve. We treat your moving investment with the same respect you'd expect from extended family.

Our refund terms are governed by Indian Contract Law and the GST framework applicable to transport and relocation services. Any refund decision is made within the jurisdiction of our head office in Delhi NCR, where our founder-led team personally oversees customer care.

Eligible Refund Scenarios

We issue refunds in the following circumstances:

• Service Not Executed: If we fail to complete your move as booked (e.g., truck breakdown with no substitute arranged within 48 hours), the full advance amount minus any GST and genuine operational costs incurred is refundable.
• Cancellation by You (with notice): If you cancel your booking more than 14 days before the move date, we refund 85% of your advance. Cancellations within 14 days attract a 30% retention fee to cover vehicle holdback and team allocation.
• Significant Damage During Transit: If verifiable damage to your belongings occurs due to our negligence (not your packing or pre-existing conditions), we coordinate a claim refund through our insurance partner within 30 days of documented assessment.
• Price Discrepancy at Survey: If the final quoted price differs by more than 15% from your initial estimate and you choose not to proceed, we refund your survey fee and booking amount in full.
• GST Overcharge: If GST (18% on moving charges within India, or applicable inter-state rates) is miscalculated, we refund the difference within 7 working days of identification.

Non-Refundable Charges & Conditions

Certain charges are retained because they represent genuine costs already incurred on your behalf. These include:

• Survey and Estimation Fee (₹500–₹1,500): Covers our executive's site visit, material assessment, and quote preparation. Non-refundable unless the quote is not provided within 3 days.
• Truck Fuel Surcharge: Based on real-time diesel rates and distance (e.g., Delhi to Bangalore typically carries ₹8,000–₹15,000 in fuel costs). Refundable only if the route changes drastically after your cancellation.
• Loading/Unloading Labour (Advance Payment): If you cancel after labourers have been assigned, 50% of the labour cost is non-refundable as they've reserved their availability.
• Insurance Premium (if claimed and used): Once your goods move under our insurance, any claim paid reduces the refundable amount by the claim value.
• Storage Charges (if applicable): Daily storage rates (typically ₹300–₹600 per cubic meter for godowns in Gurgaon or Noida) accrue from the moment your goods enter our facility and are non-refundable once incurred.

How to Request a Refund

Step 1: Notify Us in Writing

Contact our customer care team at +91 9540160277 or email [email protected] (if you have this channel). Provide your booking reference number, move date, and reason for the refund request. We acknowledge receipt within 24 hours.

Step 2: Documentation & Assessment

Depending on your claim, we may ask for:

• Proof of payment (invoice or receipt)
• Photographic evidence (for damage claims)
• Updated price quotes from alternative movers (for price discrepancy claims)
• Signed inventory checklist (for missing-item claims)

Our team reviews the request and provides a decision within 7 working days.

Step 3: Refund Processing

Approved refunds are credited to your original payment method (bank account, credit card, or UPI) within 10 working days of approval. GST amounts are refunded separately if applicable, as per Income Tax rules governing service providers registered under GST.

Dispute Resolution & Escalation

If you disagree with our refund decision, the dispute is governed by Indian law and resolved as follows:

• First Level: Contact our Head of Customer Relations at Gati's Delhi NCR office (available on request via phone).
• Legal Recourse: Jurisdiction lies exclusively with courts in Delhi NCR. Consumer Protection Act, 2019 and the Indian Contract Act, 1872 apply.

For consumer grievances, you may also file a complaint with the National Consumer Disputes Redressal Commission (NCDRC) or your local state consumer authority if the claim exceeds ₹1 crore.

Special Conditions for Antique & Heirloom Moves

Gati specializes in moving fragile heirlooms and antiques—a service that families have trusted us with over 15+ years. For these high-value items:

• Pre-Move Agreement Required: We conduct a detailed condition assessment and photograph each piece. Any refund for damage is calculated based on this baseline.
• Insurance Mandatory: All antique moves require declared-value insurance. Refunds for insured items are subject to the insurance policy terms and third-party assessment.
• Partial Refunds: If only a portion of your antique/heirloom collection is damaged, we refund only that item's proportional value, not the entire move cost.

GST & Tax Implications

Gati Movers and Packers is a registered GST service provider. All refunds are processed with GST consideration:

• Moving service charges are subject to 18% GST (intra-state) or applicable inter-state rates.
• If you receive a refund, GST paid on that portion is also refunded or adjusted as per GST law.
• A revised invoice reflecting the refund amount is issued within 5 working days for your tax records.

Contact Us for Clarification

Questions about our refund policy? We're here to help. Call us at +91 9540160277 during business hours (Monday–Saturday, 9 AM–6 PM IST). Our team will walk you through the process in plain language—no jargon, just the honesty you'd expect from a family-led business that's been moving Indian families for over 15+ years.

Last Updated: [Current Month/Year]. This policy complies with Indian Consumer Protection Act, 2019 and is subject to periodic review.