Damage, claims and refund policy

Our promise

Narayan Packers & Movers Pvt Ltd takes full responsibility for damage to your goods or your property caused by our team during packing, loading, transport, unloading or unpacking. If something we handled is damaged, we pay the complete cost of repairing it, or of replacing it with an equivalent item if it cannot be repaired. This applies to household goods, furniture, appliances and vehicles we move, and to damage our team causes to your home or building, such as walls, floors, doors or lifts.

How to report damage

1. Check as goods are unloaded. Match items against the inventory list while our team is still there.
2. Note it on the delivery receipt before you sign, if you can see damage at delivery.
3. Tell us within 24 hours of delivery, with photos, on WhatsApp +91 94155 50293 or by email to vinod@narayanpackers.com. Hidden damage found while unpacking cartons we packed should also be reported within 24 hours.
4. Keep the item and packing until our team has inspected it.

How we settle a claim

• Our team inspects the item, usually within 2 working days of your report.
• We either repair it through a technician or carpenter at our cost, or pay you the repair or replacement cost in full.
• If you took transit insurance and the insurer settles part of the claim, we make up the difference so you still receive the complete amount.
• Payment is made by bank transfer or UPI to the customer named on the quote.

What is not covered

To keep claims fair for every customer, these are not covered:

• Damage that existed before the move (we note visible existing damage on the inventory at pickup).
• Internal mechanical or electrical faults in appliances or vehicles that are not caused by handling, such as a compressor or engine that fails because of age.
• Items inside cartons that you packed yourself, unless the carton itself was visibly crushed or mishandled.
• Cash, jewellery, documents and other valuables, which should always travel with you. See how to keep valuables safe.
• Damage reported more than 24 hours after delivery, unless it was hidden inside a carton we packed and reported as soon as found.

Refunds and cancellation

• When you pay: 80% of the agreed amount at the loading point and 20% at delivery. You do not pay the full amount in advance.
• If we cannot do the move on the confirmed date and you choose not to reschedule, any amount you have paid is refunded in full.
• If you cancel or reschedule, please tell us as early as possible. Any cancellation or rescheduling charges are written in your quote before you book; if none are written, none apply.
• Overpayment or billing error: refunded in full as soon as it is confirmed.
• Refunds are made to the original payer by bank transfer or UPI, normally within 7 working days.

See also our terms and conditions, trust and safety page and the guide on how to file a damage claim with movers.