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Company Policies

Terms and Conditions

1. Definitions
  • DespatchGO: The baggage and package transfer service offered by road and air transport.
  • Delivery: Handing over of shipment to the Receiver or upon “OTP” verified notification of its arrival at the destination.
  • Parties: Includes the Shipper, Receiver, or their authorized representatives.
  • NCV: No Commercial Value, as declared by the Shipper.
  • Freight: Base freight only; excludes taxes, handling, and other applicable charges.
  • Instrument: Includes cheque, demand draft, pay order, or similar negotiable instrument.
2. Contractual Agreement

The booking is a binding contract between DespatchGO and the Parties. By handing over a shipment, the Parties agree to these Terms & Conditions.

3. Declarations & Prohibited Items

Shipments are booked strictly on a “Said to Contain” basis. DespatchGO is not obligated to verify contents but reserves the right to inspect at its discretion.

The Parties declare that all information provided (weight, dimensions, contents, and documentation) is complete and accurate. Any liability arising from false or incomplete declaration rests solely with the Parties.

The Parties confirm that shipments do not contain contraband, hazardous, inflammable, restricted, or prohibited items under applicable laws, including IATA regulations.

Liquor/Alcohol and drugs in any form, fragile goods, electronics, liquids, flammable materials, sharp objects, and perishable goods are strictly prohibited. Any claim relating to such shipments will not be entertained, and such shipments shall be held, seized, or destroyed.

If discrepancies are found in weight, size, or declared contents, the difference in charges will be billed to the Parties.

4. Documentation

Proper documentation (shipper/receiver details, invoices, permits, waybills, etc.) is the sole responsibility of the Parties.

DespatchGO is not liable for claims or penalties due to incomplete, inaccurate, or deficient documentation.

The Parties shall indemnify DespatchGO against losses caused by seizure, penalties, or damages to shipments arising from mis-declaration.

5. Liabilities & Limitations
  • Delays: DespatchGO provides no compensation of any kind for delays in pickup or delivery, in the events of force majeure including but not limited to traffic and climatic restrictions, natural disasters, extreme weather conditions, war, civil unrest, government restrictions, pandemics, strikes, or other reasons beyond DespatchGO’s reasonable control.
  • Loss/Damage: DespatchGO’s liability is limited to INR 5,000 per shipment and only if the DespatchGO Protect Plan is opted at the time of booking (2% charge on declared value, max declared value = INR 5,000). Without DespatchGO Protect, no claim will be entertained.
  • Consequential Loss: DespatchGO shall not be responsible for indirect, incidental, or consequential damages (e.g., loss of profit, market, business opportunity, or emotional distress).
  • Improper Packing: DespatchGO is not liable for damages due to inadequate or defective packaging.
  • Condition at Delivery: If a shipment appears intact at delivery, post-delivery claims for internal damage, shortage, breakage, leakage, or pilferage will not be entertained. Customers may request open delivery if damage is visible.
6. Claims

Written claims must be lodged within 24 hours of delivery, supported by remarks on the Proof of Delivery (POD). Claims beyond this period will not be accepted.

Claims relating to decay, deterioration, or delays will not be entertained.

DespatchGO will extend reasonable cooperation (duplicate POD, invoices, etc.) but will not adjust or set off amounts against freight dues.

7. Cancellations & Refunds

Cancellation Charges:

  • 10% if cancelled before pickup.
  • 30% if cancelled at the time of pickup.
  • No cancellation once pickup is completed.

Freight refunds are not applicable in case of delays due to force majeure (strikes, natural calamities, lockdowns, inspections, government orders, etc.).

8. Payments

If shipments are not accepted, DespatchGO will still raise invoices for freight and applicable charges, payable at the booking station or as notified.

On written request and prepayment, shipments may be returned from the destination to the booking station.

9. Statutory Payments

All government taxes, duties, or statutory levies (e.g., GST) are the responsibility of the shipper.

DespatchGO is not liable for hold-ups, inspections, or penalties by statutory authorities. Any such costs shall be borne by the Shipper.

10. Lien

DespatchGO has a general lien over all shipments of the Parties against any unpaid dues.

11. Demurrage

Shipments not collected within 72 hours of being made available for delivery will attract demurrage at 0.1% of invoice value, or Rs 0.25/kg/day, or Rs 125/day (whichever is higher). Rates may be revised by DespatchGO from time to time.

12. GST

GST will be charged on the total freight and associated charges as per applicable law.

13. Arbitration

Any disputes shall be referred to a sole arbitrator appointed mutually from a panel maintained by DespatchGO. The cost of the Arbitrator’s fees shall be equally shared by the parties. Proceedings will be governed under the Arbitration & Conciliation Act, 1996 (as amended), conducted in English, and seated in Hyderabad, Telangana. The parties shall bear the costs of their own legal counsel engaged for the purpose of Arbitration.

14. Extra Service Station (ESS)

Deliveries to remote or Extra Service Stations require special arrangements and may attract additional charges and 2–4 days of extra transit time.

15. DespatchGO Protect Plan

Customers may opt for the DespatchGO Protect Plan at the time of booking by paying 2% of the declared value, subject to a maximum declared value of INR 5,000.

Without DespatchGO Protect, DespatchGO assumes no liability for loss, damage, pilferage, or non-delivery in the events of force majeure including but not limited to traffic and climatic restrictions, natural disasters, extreme weather conditions, war, civil unrest, government restrictions, pandemics, strikes, or other reasons beyond DespatchGO’s reasonable control.

16. Governing Terms

These Terms & Conditions are subject to change without prior notice. The latest version will always be available at www.despatchgo.in and shall be binding on all Parties.

Domestic International