Effective Date: January 1, 2025 | Last Updated: April 16, 2026
1. Overview
This Cancellation & Refund Policy explains how cancellations work when you book packing, moving, vehicle transport, or storage services with SwiftShift Packers & Movers Pvt. Ltd. (“SwiftShift,” “we,” “us,” or “our”). We understand that plans change, and we try to keep the process straightforward.
This policy should be read alongside our Payment Policy, Service Policy, and Terms & Conditions.
2. When a Booking Is Considered Confirmed
A booking is confirmed once all three of the following have occurred:
- You have received a final quotation from our team and accepted it (via WhatsApp, email, or phone).
- The advance booking amount has been paid and received by us.
- A booking confirmation message has been sent to you by our team with the scheduled date, time, and assigned crew details.
Inquiries, quote requests, and unconfirmed conversations do not constitute a booking and are not subject to this policy.
3. Cancellation by the Customer
If you need to cancel a confirmed booking, the refund you receive on your advance payment depends on how much notice you give us before the scheduled service date:
3.1 Cancellation Timelines & Refund Schedule
| When You Cancel |
Refund on Advance Payment |
| More than 72 hours before the scheduled move |
Refund of 100% of advance amount |
| 48 – 72 hours before the scheduled move |
75% refund of advance |
| 24 – 48 hours before the scheduled move |
50% refund of advance |
| Less than 24 hours before the scheduled move |
No refund (advance is forfeited) |
| After the crew has been dispatched or service has started |
No refund — charges apply for work already performed |
3.2 Why We Retain a Portion
When you book a move, we reserve a vehicle and crew exclusively for your date and time. A late cancellation means that slot often cannot be filled, and the team and truck sit idle. The retention percentages above help cover those committed costs.
4. How to Cancel a Booking
To cancel, contact us through any of the following channels and provide your booking reference number (shared with you at the time of confirmation):
The cancellation is effective from the time we acknowledge it in writing (WhatsApp message or email confirmation). Simply leaving a voicemail or sending a message will be acknowledged as soon as possible.
5. Cancellation by SwiftShift
In rare cases, we may need to cancel or reschedule a confirmed booking due to circumstances beyond our control. These include but are not limited to:
- Severe weather conditions that make travel unsafe
- Government-imposed restrictions, curfews, or road closures
- Vehicle breakdowns or crew emergencies on the day of service
- Natural disasters, strikes, or other force majeure events
If we cancel your booking:
- You will receive a refund of the full advance amount, regardless of timing.
- We will offer to reschedule the service to the nearest available date at no extra cost.
- We will inform you as early as possible and keep you updated throughout the process.
6. Rescheduling (Instead of Cancelling)
If your plans change but you still need the move done, rescheduling is usually a better option:
- Free rescheduling: If you request a date change more than 48 hours before the scheduled service, we will move your booking to a new date at no extra charge, subject to availability.
- Late rescheduling (24–48 hours): We will do our best to accommodate your request, though the same crew or vehicle may not always be available. A rescheduling fee may apply depending on the timing of the change if additional logistics are needed.
- Same-day rescheduling: Treated the same as a cancellation under Section 3. If you rebook, the forfeited advance cannot be carried forward.
7. Refund Processing
Once a cancellation is acknowledged and a refund is due, here is how it works:
- Refund method: Refunds are issued to the same payment method used for the advance. If you paid via UPI, the refund goes back to your UPI-linked bank account. If you paid via bank transfer, it goes back to the same account. Cash payments are refunded via UPI or bank transfer (we will ask for your details).
- Processing time: Refunds are processed within 7–10 business days from the date we acknowledge your cancellation. Bank processing times may add 1–3 additional days depending on your bank.
- Confirmation: You will receive a refund confirmation via WhatsApp or email once the refund has been initiated from our end, including the transaction reference number or UTR.
- GST on refunds: The refund amount includes the proportionate GST component. For example, if you paid an advance of &rupee;3,000 (inclusive of 18% GST) and are entitled to a 75% refund, you receive &rupee;2,250 (which includes the GST portion). A GST credit note is issued for the refunded amount as required under the Central Goods and Services Tax Act, 2017.
- Processing fees: SwiftShift does not deduct any processing or administrative fees from refunds. The refund percentages in Section 3.1 above are the exact amounts you receive. Any bank charges on your receiving end are borne by you.
7.1 Credit Alternative
Instead of a cash refund, you may opt for a SwiftShift Service Credit for the full advance amount (100%), regardless of the cancellation timeline. This credit can be used towards any future booking within 12 months. To request this, simply inform us when you submit your cancellation request. Service credits are non-transferable and cannot be converted back to cash once issued.
8. Partial Service & Disputes
If you cancel after the service has partially started (for example, after packing is complete but before the truck departs), you will be charged for the work already performed. The charge will be calculated proportionally based on the services rendered up to the point of cancellation.
If you disagree with any charges or the refund amount, please contact us within 7 days of the cancellation. We will review the matter and provide a detailed breakdown. We aim to resolve all disputes fairly and within 15 business days.
9. Storage Service Cancellations
Cancellation of warehouse & storage services follows a separate process:
- You may request withdrawal of your stored goods at any time by giving us at least 7 days’ notice.
- Storage charges are billed monthly. If you withdraw goods mid-month, the current month’s rent is not prorated — you are charged for the full month.
- The security deposit (if applicable) is refunded after deducting any outstanding charges, within 15 business days of the goods being collected.
- Goods must be collected within 30 days of your cancellation request. If not collected, additional monthly charges apply.
10. Non-Refundable Situations
Refunds will not be provided in the following situations:
- Cancellation made less than 24 hours before the scheduled service.
- Cancellation after the moving crew has been dispatched or service has begun.
- Customer was unavailable or inaccessible at the pickup location at the scheduled time, and the crew had to leave after waiting beyond the agreed window.
- Cancellation due to inaccurate information provided by the customer (e.g., undisclosed items, wrong address, inaccessible location) that makes the service unfeasible as quoted.
11. Consumer Rights
Under the Consumer Protection Act, 2019, you have the right to:
- Cancel a service that has not yet been delivered and receive a proportionate refund.
- Not be subjected to unfair contract terms that unreasonably favour the service provider.
- File a complaint with the Consumer Disputes Redressal Commission (District, State, or National level, based on the amount involved) if you believe a refund has been unfairly denied.
- Contact the National Consumer Helpline at 1800-11-4000 (toll-free) or visit consumerhelpline.gov.in for assistance.
Our refund timelines and conditions comply with the Consumer Protection (E-Commerce) Rules, 2020, which require e-commerce entities to process refund requests within a reasonable timeframe.
12. Grievance Officer
If your cancellation or refund request is not handled to your satisfaction through our standard channels, you may escalate to our Grievance Officer:
- Grievance Officer: Customer Relations Department
- Email: letconnect@swiftshiftpackers.online (subject line: “Refund Grievance”)
- Acknowledgment: Within 48 hours of receiving your complaint.
- Resolution: Within 30 days, as mandated by the Consumer Protection Act, 2019.
13. Changes to This Policy
We may update this Cancellation & Refund Policy from time to time. Any changes will be posted on this page with an updated “Last Updated” date. The policy in effect at the time of your booking confirmation applies to that booking.
14. Contact Us
If you have any questions about cancellations, refunds, or rescheduling, please contact us: