Service Policy

Effective Date: January 1, 2025 | Last Updated: April 16, 2026

1. Service Scope & Limitations

SwiftShift Packers & Movers Pvt. Ltd. (“SwiftShift,” “we,” “us,” or “our”) provides packing, loading, transportation, unloading, and unpacking services for household goods, office equipment, vehicles, and other movable belongings. Our services include but are not limited to:

• Home relocation (local and intercity)
• Domestic relocation across states
• Office shifting and commercial relocation
• Professional packing & unpacking
• Vehicle transport (cars & two-wheelers)
• Warehouse & storage solutions

The specific scope of services for each move will be agreed upon during the quotation process and confirmed before work begins. Services are provided based on availability and route coverage in accordance with applicable regulations.

1.1 Service Limitations

While we work to accommodate all moving needs, our standard services are subject to certain limitations based on the nature of the items, accessibility of the location, and logistical factors. Any special requirements outside the agreed scope must be communicated in advance and may incur additional charges.

2. Booking Process

Booking a move with SwiftShift is straightforward and convenient. Here is how the process works:

• Step 1 – Get in Touch: Contact us via WhatsApp at +91-88002 54354 or call us at +91-88002 54354. You can also use the contact form on our website to request a callback.
• Step 2 – Share Your Requirements: Tell us about your move — pickup location, drop location, type and volume of items, preferred moving date, and any special requirements (such as fragile items, heavy equipment, or vehicle transport).
• Step 3 – Receive a Quote: Based on the information you provide, our team will prepare a detailed quotation covering all charges. For large moves, we may schedule a pre-move survey (in-person or via video call) to ensure an accurate quote.
• Step 4 – Confirm Your Booking: Once you agree to the quote, confirm your booking by paying the advance booking amount. You will receive a booking confirmation with the scheduled date, time, and assigned team details.
• Step 5 – Service Day: Our team arrives at the scheduled time, carries out packing, loading, transport, unloading, and unpacking as agreed. The balance payment is collected upon successful delivery.

3. Scheduling & Timing

We make every effort to adhere to the scheduled date and time for your move. However, please note the following:

• Scheduled Windows: Pickup and delivery times are provided as estimated windows, not exact times. Traffic conditions, weather, route distance, and other logistical factors may cause minor variations.
• Advance Booking: We recommend booking at least 3–5 days in advance, especially during peak moving seasons (month-end, festivals, academic session changes). Last-minute bookings are accepted based on availability.
• Rescheduling: If you need to change your moving date, please inform us at least 48 hours in advance. Rescheduling is subject to team and vehicle availability. Rescheduling requests made less than 24 hours before the scheduled move may incur additional charges.
• Delays by SwiftShift: If we are unable to perform the service at the scheduled time due to operational reasons, we will inform you as early as possible and offer a revised schedule at no additional cost.

4. Customer Responsibilities

To ensure a smooth and efficient move, we request that customers fulfil the following responsibilities:

4.1 Access & Permissions

• Ensure clear access to the pickup and delivery locations. This includes functional elevators (if applicable), accessible staircases, and adequate parking space for our moving vehicles.
• Obtain any necessary permissions from housing societies, building management, or local authorities (such as entry gate passes or lift reservations) before the scheduled move.
• If access is restricted or significantly different from what was communicated, additional charges may apply, or the service may need to be rescheduled.

4.2 Accurate Information

• Provide complete and accurate information about the volume, weight, and nature of items to be moved. This helps us allocate the right team, vehicles, and packing materials.
• Inform us about any items that require special handling, such as heavy equipment (gym machines, safes), delicate items (glassware, antiques, artwork), or unusually shaped items.
• Inaccurate or incomplete information may result in delays, additional charges, or the need to reschedule the move.

4.3 Valuable Items Disclosure

• Declare all high-value items before the move begins, including jewelry, cash, important documents, electronics, and sentimental items. This allows us to take extra precautions during packing and transport.
• We strongly recommend that you carry high-value items such as jewelry, cash, passports, and confidential documents personally rather than including them in the shipment.
• SwiftShift shall not be liable for loss or damage to valuable items that were not disclosed before the move.

4.4 Presence During the Move

• The customer or an authorized representative should be present at both the pickup and delivery locations during the move to oversee the process, answer questions, and sign off on the delivery.
• If the customer cannot be present, a written authorization should be provided to a representative, along with their name and contact details.

5. What Is NOT Included

Unless specifically agreed upon in writing and included in your quotation, the following are NOT part of our standard services:

• Dismantling or removal of fixed furniture: Items permanently attached to walls, floors, or ceilings (such as built-in wardrobes, modular kitchens, ceiling fans, light fixtures, or wall-mounted TVs) are not included in standard packing & moving services.
• Hazardous materials: We do not transport flammable liquids, explosives, corrosive substances, gas cylinders (whether full or partially filled), paints, chemicals, or any items classified as hazardous under Indian transport regulations.
• Perishable items: Food items, plants, and other perishable goods are not covered under our services. Due to their perishable nature, we are unable to ensure the condition of such items during transit.
• Live animals or pets: We do not transport animals or pets of any kind.
• Illegal or prohibited items: We cannot transport any items that are illegal to possess, transport, or trade under Indian law.
• Structural modifications: Breaking walls, widening doorways, or removing doors/windows to facilitate the move is not included.
• Deep cleaning: Cleaning of the pickup or delivery premises before or after the move is not included.
• Assembly of new furniture: Assembling furniture or equipment that was not disassembled by our team is not part of our standard service.

If you require any of the above services, please discuss them with our team during the quotation stage. We may be able to arrange these as additional services at an extra cost.

6. Quality Assurance

Delivering a safe, efficient, and smooth moving experience is important to us. Our quality assurance practices include:

• Our Teams: All our moving crews undergo preparation in professional packing techniques, safe handling of fragile and heavy items, and customer service.
• Quality Packing Materials: We use industry-standard packing materials including corrugated boxes, bubble wrap, foam sheets, stretch film, and specialized crating for fragile items.
• Vehicle Standards: Our moving vehicles are well-maintained, fully enclosed, and equipped with tie-downs and padding to keep your belongings secure during transit.
• Inventory Checklist: Before loading, we prepare a detailed inventory checklist of all items being moved. This checklist is reviewed and signed by you or your authorised representative at both the pick-up and delivery locations. If you disagree with any item on the checklist or notice missing or damaged items at delivery, you must note it on the checklist before signing. Items not listed on the checklist at pick-up are not covered under our liability.
• Route and tracking updates: For eligible intercity moves, we may share route-status or tracking updates via WhatsApp after dispatch. Availability depends on the assigned vehicle, route, and logistics support arrangements.
• Post-Move Follow-Up: After your move is complete, our team will follow up to ensure you are satisfied with the service and to address any concerns.

7. Damage & Loss Claims

While we take every precaution to ensure the safe transport of your belongings, we understand that incidents can occasionally occur. Here is our process for handling damage or loss claims:

7.1 Reporting Damage or Loss

• Inspect your items carefully at the time of delivery. If you notice any damage or missing items, report it to the delivery crew immediately.
• Note any damage or discrepancies on the delivery receipt / inventory checklist before signing.
• For any damage or loss noticed after delivery, you must submit a written claim to us within 48 hours of delivery via email at letconnect@swiftshiftpackers.online or via WhatsApp.

7.2 Claims Process

• Include the following in your claim: your booking reference number, a description of the damaged or missing item(s), photographs of the damage (if applicable), and the estimated value of the item(s).
• Our claims team will review your submission and may arrange an inspection if necessary.
• We aim to resolve all claims within 15 business days of receiving the complete claim information.

7.3 Compensation

• Compensation for damaged or lost items is determined based on the nature of the item, the extent of damage, the declared value, and the insurance coverage (if any) selected at the time of booking.
• For items that were not declared or whose value was not disclosed prior to the move, compensation will be limited to ₹50 per kilogram of the damaged item’s gross weight. For example, if a 10 kg item is damaged, the maximum compensation under standard coverage would be ₹500. We strongly recommend opting for comprehensive transit insurance for higher-value items. This rate applies only when no additional insurance was purchased at the time of booking.
• We do not cover damage caused by improper packing by the customer (for items packed by the customer themselves), pre-existing damage, or damage resulting from acts of nature (floods, earthquakes, extreme weather).

8. Insurance Options

We offer optional transit insurance to provide additional protection for your belongings during the move:

• Basic Coverage (Included): All moves include basic carrier liability coverage at no extra cost. This covers damage caused by our handling during loading, transit, and unloading, subject to the limitations described in Section 7.3.
• Comprehensive Transit Insurance (Optional): For an additional premium, you can opt for comprehensive transit insurance that covers your belongings against a wider range of risks, including accidental damage, fire, and natural calamities during transit. The premium is calculated as a percentage of the total declared value of your shipment.
• High-Value Item Insurance (Optional): If you are moving particularly high-value items (antiques, artwork, electronics, musical instruments), we offer specialized coverage with higher limits and tailored protection.

Insurance options and their terms will be explained during the quotation process. We strongly recommend opting for comprehensive coverage, especially for long-distance and interstate moves.

9. Service Area

SwiftShift Packers & Movers currently operates across 15 states in India, with a strong presence in North India. Our service network includes major cities, tier-2 cities, and many smaller towns within our operational states.

• Core Service Areas: Delhi NCR (including Gurgaon, Noida, Faridabad, Ghaziabad), Haryana, Uttar Pradesh, Rajasthan, Punjab, and Uttarakhand.
• Extended Service Areas: Maharashtra, Karnataka, Tamil Nadu, Telangana, Gujarat, Madhya Pradesh, Bihar, West Bengal, and Kerala.
• Availability Note: While we serve all the above states, service availability may vary depending on the specific pickup and drop locations, especially in remote or rural areas. Please check availability with our team when requesting a quote.
• Interstate Moves: We have established routes and partnerships for interstate moves across our service network. Transit times for interstate moves vary based on distance and are communicated during the quotation stage.

10. Consumer Rights

Nothing in this Service Policy overrides your statutory rights under the Consumer Protection Act, 2019. If you believe our service was deficient or you experienced unfair trade practices, you may:

• Contact our Grievance Officer (see Section 11 below).
• Approach the relevant Consumer Disputes Redressal Commission (District, State, or National level) for grievance redressal.
• File a complaint on the National Consumer Helpline at 1800-11-4000 or through consumerhelpline.gov.in.

11. Grievance Officer

For unresolved service-related complaints:

• Grievance Officer: Mr. Rahul Sharma, Operations Department
• Email: letconnect@swiftshiftpackers.online (subject line: “Service Grievance”)
• Phone / WhatsApp: +91-88002 54354
• Acknowledgment: Within 48 hours of receiving your complaint.
• Resolution: Within 30 days, as mandated by the Consumer Protection Act, 2019.

12. Changes to This Policy

We may update this Service Policy from time to time. Any changes will be posted on this page with an updated “Last Updated” date. We encourage you to review this policy periodically. Continued use of our services after changes are posted constitutes acceptance of the revised policy.

13. Contact Us

If you have any questions about our Service Policy or need clarification on any aspect of our services, please reach out to us:

• Company: SwiftShift Packers & Movers Pvt. Ltd.
• Email: letconnect@swiftshiftpackers.online
• Phone / WhatsApp: +91-88002 54354
• Address: Plot No. 22, Sector 14, Gurgaon, Haryana – 122001
• Website: www.swiftshiftpackers.online

Company verification and due-diligence document requests may be submitted through the channels listed above. Documents are available on request through our official channels.