Liability & Damage Policy

Effective Date: January 1, 2026
Last Updated: March 29, 2026

This Comprehensive Liability and Damage Policy delineates the allocation of responsibility, the limits of liability, and the protocols for handling damage claims for services arranged through Shiftkart Logistics Private Limited. Understanding these terms is crucial for ensuring the safety of your goods and knowing the recourse available in the unlikely event of transit damage.

1. Operational Model and Allocation of Responsibility

1.1. Platform as a Facilitator: Shiftkart Logistics operates as an inquiry facilitation platform. We connect customers who have logistics requirements with a network of independent transport operators, drivers, and packing professionals ("Service Partners"). Shiftkart Logistics does not own the vehicles nor directly employ the personnel handling the goods.

1.2. Service Partner Liability: The primary responsibility for the physical safety, secure loading, transit, and unloading of goods lies with the independent Service Partner executing the job. They are contractually obligated to exercise due diligence and reasonable care in handling all consignments.

1.3. Customer Responsibility: The customer bears responsibility for providing accurate descriptions of the goods, declaring high-value or fragile items upfront, and ensuring that any self-packed items are secured adequately for transport. The customer must also ensure safe and legal access to the pickup and drop-off locations.

2. Limitations of Liability

While we strive to partner only with reliable operators, the inherent nature of transportation involves certain risks. Shiftkart Logistics' liability is strictly limited as follows:

2.1. Excluded Damages

Neither Shiftkart Logistics nor our Service Partners shall be liable for:

• Consequential Loss: Indirect, incidental, special, or consequential damages, including loss of profits, loss of business opportunity, or loss of use arising from delays or damage.
• Sentimental Value: Loss of intrinsic or sentimental value associated with photographs, heirlooms, antiques, or personal documents.
• Self-Packed Items: Damage to goods packed by the customer inside boxes, trunks, or suitcases, unless there is visible, severe external damage to the container caused by mishandling during transit.
• Mechanical/Electrical Derangement: Internal failure of electronic devices, appliances, or machinery (e.g., a refrigerator failing to cool or a computer failing to boot) where there is no evidence of external physical impact.
• Perishables and Contraband: Spoilage of perishable goods, damage caused by leakage of liquids packed by the customer, or confiscation of illegal/restricted items by authorities.

2.2. Force Majeure

Liability is entirely waived for loss, damage, or delay caused by events beyond reasonable control, including but not limited to Acts of God (earthquakes, floods, severe weather), riots, civil commotion, strikes, acts of terrorism, highway robberies, or sudden regulatory roadblocks.

3. The Importance of Transit Insurance

Because standard carrier liability is limited and calculated based on weight rather than actual item value, Shiftkart Logistics strongly recommends that customers procure comprehensive Transit Insurance for all moves, especially those involving household goods, electronics, or high-value commercial freight.

If you opt for transit insurance (facilitated through third-party insurance providers), any claims for damage or loss will be governed entirely by the terms, conditions, and deductibles of the specific insurance policy issued to you. Shiftkart Logistics will assist in providing necessary documentation (like transit receipts or driver statements) to support your claim, but the final adjudication rests with the insurance company.

4. Damage Reporting and Claims Protocol

If you discover damage to your goods upon delivery, you must adhere strictly to the following protocol to ensure your claim can be processed:

1. Immediate Inspection: You or your authorized representative must be present at the time of unloading to inspect the goods.
2. Noting the Damage: Any visible damage to items or packaging must be explicitly noted on the delivery receipt or Proof of Delivery (POD) document before signing it. Signing a POD without noting damage generally signifies that goods were received in good condition.
3. Photographic Evidence: Take clear, high-resolution photographs and videos of the damaged items, the packaging, and the vehicle (if relevant) immediately upon discovery.
4. Reporting Timeframe: You must officially report the damage to Shiftkart Logistics within 24 hours of the delivery completion. Reports made after this window may be rejected as it becomes difficult to prove the damage occurred during transit rather than post-delivery.
5. Claim Submission: Submit a formal written claim via email detailing the items damaged, the estimated monetary value of the damage, the original purchase invoices (if available), and all photographic evidence.

5. Resolution Process

Upon receiving a valid damage report, Shiftkart Logistics will:

• Initiate an investigation, which includes interviewing the Service Partner and reviewing the submitted evidence.
• Facilitate communication between you and the Service Partner to reach an amicable settlement.
• If the Service Partner is found demonstrably at fault due to gross negligence, we will assist in mediating compensation up to the limits defined in the specific service agreement.
• If insurance was purchased, we will guide you to the insurer's claims portal and provide supporting transit documents.