Terms & Conditions

1. Agreement and Definitions

These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("Customer") and VRL Packers and Movers India ("VRL," "we," "us," or "our"). By booking our services, you confirm that you have read, understood, and agree to be bound by these Terms.

For the purposes of these Terms: "Services" refers to packing, loading, transportation, unloading, storage, and any related moving services provided by VRL. "Goods" refers to the belongings, items, and property being moved or stored. "Moving Day" refers to the date on which loading and transportation takes place.

2. Booking and Confirmation

A booking is confirmed only when the following conditions are met:

• VRL has issued a written service agreement or booking confirmation
• The advance payment specified in the quote has been received
• Both parties have agreed to the scope of services, date, and pricing

VRL reserves the right to decline a booking if the scope, items, or access conditions are materially different from what was disclosed during the survey. Indicative pricing on our website is not a formal quote and does not constitute a booking.

A free survey (physical or video) is required for all home shifting and office relocation bookings before a formal quote is issued. For smaller services (bike transport, single-item moves), a phone assessment is sufficient.

3. Payment Terms

• Advance Payment: A minimum of 10% of the total quoted price is required to confirm and secure your moving date.
• Balance Payment: The remaining 90% is due on Moving Day, before unloading begins at the destination.
• Payment Methods: UPI, bank transfer (NEFT/IMPS/RTGS), debit/credit card. Cash payments accepted for amounts under ₹10,000 only.
• Card Surcharge: Credit card payments may attract a 2% processing surcharge.
• Price Revisions: If the volume of goods or scope of work significantly exceeds the survey assessment (by more than 15%), VRL reserves the right to revise the price. You will be informed before proceeding.

4. Cancellation and Rescheduling Policy

Cancellations:

• More than 72 hours before Moving Day: Full refund of advance, minus a ₹500 administrative fee.
• Between 24 and 72 hours before Moving Day: 50% of the advance payment is forfeited.
• Less than 24 hours before Moving Day: The full advance payment is forfeited.
• If VRL cancels due to circumstances within our control: Full refund of advance within 5 working days.

Rescheduling: Rescheduling is free of charge if requested at least 48 hours before Moving Day, subject to availability on the new date. Rescheduling with less than 48 hours' notice is treated as a cancellation and rebooking.

5. Liability and Insurance

Standard Insurance: All VRL moves include basic transit insurance at no additional cost. Standard coverage is up to ₹5,00,000 (Five Lakh Rupees) per move, applicable to damage caused by our handling or transportation.

Enhanced Insurance: For higher-value goods, enhanced coverage of up to ₹25,00,000 is available at a premium (typically 0.5–1% of declared value). This must be requested before Moving Day.

Exclusions: The following are not covered by insurance unless specifically declared and agreed upon in writing:

• Cash, jewelry, gemstones, and negotiable instruments
• Original documents (passports, property papers, certificates)
• Items packed by the customer (not by VRL)
• Damage due to inherent defects or pre-existing conditions
• Electronic data loss or corruption
• Perishable goods

Claim Procedure: All damage claims must be reported in writing (email or WhatsApp) within 24 hours of delivery. Photographic evidence is required. Claims are processed within 5 to 10 working days.

6. Packing and Handling

VRL uses quality packing materials including bubble wrap, foam sheets, corrugated double-walled boxes, and stretch wrap. Our team is trained in professional packing techniques. However:

• Items packed by the customer are packed at the customer's risk and may not be covered by insurance in case of damage.
• Extremely fragile, antique, or high-value items require special packing (custom crating) which must be requested and agreed upon during the survey.
• VRL does not accept responsibility for internal electronic failure of appliances during transport if they were operational before packing.
• We photograph items before packing. Customers should review this documentation before signing off.

7. Moving Day Responsibilities

Customer Responsibilities:

• A responsible adult (over 18) must be present throughout Moving Day at both locations.
• Ensure clear access to all rooms, elevator (if applicable), parking for our truck.
• Disconnect all appliances the night before the move.
• Remove and carry personally: cash, jewelry, medicines, important documents, and items of sentimental value.
• Notify VRL immediately if there are changes to the scope or access conditions.

VRL Responsibilities:

• Arrive within the agreed time window (we provide a 1-hour buffer for traffic conditions).
• Complete packing, loading, and transportation as agreed.
• Handle all goods with professional care.
• Maintain GPS tracking of the vehicle throughout the journey.

8. Storage Services

• Storage is billed monthly in advance. Minimum storage period is 15 days.
• Access to stored goods is by appointment only, during business hours (Mon–Sat, 9 AM to 6 PM).
• If payment is not made within 30 days of due date, VRL reserves the right to auction or dispose of goods after giving 14 days' written notice.
• Prohibited in storage: live animals, perishables, flammable or hazardous materials, illegal items.

9. Prohibited Items

VRL will not transport or store the following, regardless of circumstances:

• Illegal substances, firearms, or weapons
• Flammable, explosive, or hazardous chemicals
• Live animals or plants
• Perishable food items (for interstate or interstate moves)
• Human remains or biological material

Customers found to have included prohibited items will bear full responsibility for any resulting legal, financial, or safety consequences. VRL will cooperate with authorities if required.

10. Dispute Resolution

In the event of a dispute, both parties agree to first attempt resolution through direct communication. If unresolved within 7 days, disputes shall be referred to mediation before the Bangalore Chamber of Commerce. Legal proceedings, if necessary, shall be filed exclusively in the courts of Bangalore, Karnataka.

Disputes related to insurance claims are handled as per the terms of the insuring company and VRL's claims procedure (Section 5 above).

11. Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of India. The Consumer Protection Act, 2019 and relevant provisions of the Indian Contract Act, 1872 apply to all agreements with VRL Packers and Movers India.

12. Changes to These Terms

VRL reserves the right to update these Terms and Conditions at any time. The updated version will be posted on this page with a revised "Last Updated" date. If you have a confirmed booking at the time of an update, the terms applicable at the time of booking will apply to your move.

For any queries regarding these terms, contact us at booking@vrlpackersindia.in or call +91 80887-66000.