Terms and Conditions

These Terms and Conditions form an agreement between the person or organisation requesting the service, referred to as the “Customer”, and Astuti Packers & Movers, referred to as “Astuti”, “we”, “us” or “our”.

The Customer confirms that they are at least 18 years old and legally authorized to book the service, approve the movement of the goods and provide access to the pickup and delivery premises.

A person booking on behalf of a company, family member, property owner or another individual confirms that they have authority to accept these terms on that party’s behalf.

Depending on the written quotation and confirmed booking, our services may include:

• Household and residential shifting.
• Office and corporate relocation.
• Local shifting within Delhi and Delhi NCR.
• Domestic and intercity transportation.
• Packing and unpacking services.
• Loading and unloading assistance.
• Furniture dismantling and reassembly where agreed.
• Warehouse and storage services.
• Bike transportation.
• Car transportation.
• Goods transport, logistics and cargo support.

Only the services specifically mentioned in the accepted quotation or booking confirmation are included. Any additional work requested before, during or after the move may require separate approval and payment.

Quotations are prepared from the information provided by the Customer through telephone, WhatsApp, email, website form, photographs, videos or physical survey. The Customer must provide complete and accurate details.

Unless expressly identified as a fixed quotation, an initial price shared before a complete inspection is an estimate and may be revised when the actual volume, weight, distance, labour requirement or service conditions become known.

A quotation may change when:

• The quantity or volume of goods is higher than disclosed.
• Additional rooms, boxes, furniture or appliances are added.
• The pickup or delivery address changes.
• The distance or route changes.
• Lift access, parking or loading access is unavailable.
• Long-distance manual carrying is required.
• Additional packing material or special crating is required.
• Heavy, oversized or unusually fragile goods are discovered.
• Waiting time is caused by the Customer or premises management.
• Taxes, tolls, permits or other applicable charges change.

A service is considered confirmed only after the Customer accepts the quotation or service order and completes any booking requirement communicated by our team, including payment of an advance where applicable.

A requested date or time remains subject to operational availability until confirmed by Astuti. Verbal discussions about a preferred date do not reserve a vehicle or team unless confirmation is issued.

The Customer must review the confirmed pickup address, delivery address, moving date, included services, inventory and pricing before the work begins.

The service price is based on the agreed scope of work. Charges may take into account the quantity of goods, packing requirements, vehicle type, distance, labour, floors, lift access, storage duration and special handling requirements.

Additional charges may apply for:

• Extra goods not included in the original inventory.
• Extra packing or unpacking work.
• Special wooden crating or reinforced packaging.
• Handling safes, pianos or unusually heavy goods.
• Stair carrying or rope lifting.
• Long-distance carrying between premises and vehicle.
• Vehicle waiting, detention or repeated delivery attempts.
• Parking, entry, union or society charges.
• Toll tax, state tax, permits or applicable government charges.
• Storage beyond the agreed period.
• Changes to the route, address or service date.

Where practical, we will communicate material additional charges before performing the additional work. Work required for safety or to prevent immediate damage may be undertaken when prior confirmation is not reasonably possible.

The Customer must pay the booking amount, balance payment and other applicable charges according to the quotation, invoice or payment schedule communicated for the booking.

Unless otherwise agreed in writing, payment must be completed before final delivery or unloading. Astuti may suspend loading, transportation, delivery, unloading or release of stored goods where an amount remains unpaid.

The Customer must use the payment method and account details officially communicated by Astuti. Astuti is not responsible for payments made to unauthorized persons or unverified accounts.

The Customer is responsible for:

• Providing correct contact and address information.
• Disclosing the complete quantity and nature of goods.
• Identifying fragile, valuable or hazardous items.
• Obtaining society, building and parking permissions.
• Keeping the premises accessible at the agreed time.
• Securing cash, jewellery and personal documents.
• Backing up data stored on computers and devices.
• Disconnecting appliances unless this service is agreed.
• Removing water, fuel or gas from relevant equipment.
• Checking cupboards, drawers and rooms before departure.
• Ensuring an authorized person is present at both locations.
• Inspecting delivered goods before signing completion records.

The Customer is responsible for consequences arising from incomplete, incorrect or misleading information provided during the enquiry or booking process.

The Customer should provide or approve an inventory of the goods being moved. The inventory may record the number of packages and visible condition of selected items but does not guarantee the internal contents or condition of sealed boxes packed by the Customer.

Astuti may photograph or record goods, packaging, vehicles or premises for inventory, operational, condition-verification, security or claim-handling purposes.

Pre-existing scratches, dents, wear, loose components, weakened furniture, defective appliances or structurally unsound goods should be disclosed before handling.

The Customer must not include illegal, hazardous, explosive, flammable, corrosive, perishable or otherwise unsafe goods without prior written disclosure and acceptance.

Restricted goods include:

• Cash, jewellery, precious stones and negotiable instruments.
• Original passports, certificates and irreplaceable documents.
• Firearms, ammunition, explosives and fireworks.
• Gas cylinders, fuel, kerosene and flammable liquids.
• Acids, chemicals, pesticides and toxic materials.
• Illegal drugs, contraband and unlawfully possessed goods.
• Fresh food, frozen goods and other perishable items.
• Plants, animals and living organisms.
• Goods requiring controlled temperature unless agreed.
• Any item prohibited by applicable transport laws.

Astuti may refuse, remove or isolate an unsafe item. The Customer will be responsible for loss, damage, delay, penalty or injury caused by an undisclosed prohibited or hazardous item.

The type and quantity of packing material will be selected according to the agreed service and the apparent nature of the goods. Special packaging for glass, artwork, electronics or other sensitive items must be specifically disclosed and agreed.

Astuti is not responsible for the internal condition or adequacy of boxes packed and sealed by the Customer, unless visible damage is directly caused by our handling.

Furniture dismantling and reassembly will be performed only where included and reasonably possible. We do not guarantee reassembly of weakened, customized, previously damaged or improperly installed furniture.

Electrical, plumbing, gas, carpentry or wall-mounting work is not included unless specifically confirmed.

The Customer must arrange safe and lawful access for our team and vehicle. This includes obtaining entry permissions, lift booking, parking approval and permission to use common areas.

Where the vehicle cannot reach the premises because of narrow roads, height restrictions, road closures, parking restrictions or building rules, additional labour, carrying or smaller-vehicle charges may apply.

Astuti may refuse work where the site presents an unreasonable safety risk to employees, contractors, vehicles, goods or property.

Pickup and delivery dates are planned in good faith. Unless expressly guaranteed in writing, timings are estimates and may be affected by traffic, weather, road restrictions, vehicle breakdown, regulatory checks, labour availability or other circumstances.

Shared-load and intercity consignments may follow consolidated routes and may require additional transit time. The Customer must provide a reachable contact person at the delivery location.

If delivery cannot be completed because the Customer is unavailable, the address is incorrect or access is denied, waiting, redelivery or storage charges may apply.

Cancellation or rescheduling requests must be communicated through our official contact details as early as possible. A request is effective only after it is acknowledged by our team.

Any cancellation deduction, rescheduling charge or refund will depend on the accepted quotation, notice period and costs already incurred for vehicle reservation, labour, packing material, permits, insurance or third-party services.

If Astuti cancels a confirmed service for reasons within our reasonable control, any unused advance will be refunded or adjusted against a rescheduled booking, subject to deductions for work already completed or material already supplied.

Packing and transportation reduce risk but cannot eliminate every possibility of loss or damage. Goods may be affected by road conditions, vibration, handling, weather, mechanical failure or an accident.

Astuti will not be responsible for loss or damage caused by:

• Normal wear, minor scratches or ordinary transit movement.
• Weak, defective or previously damaged goods.
• Internal failure of electronic or mechanical equipment.
• Customer-packed or improperly packed goods.
• Leakage from bottles, containers or appliances.
• Undisclosed fragile, valuable or hazardous contents.
• Natural deterioration, infestation, rust or moisture.
• Acts or omissions of the Customer or their representative.
• Events outside our reasonable control.

Transit insurance is not automatically included unless it is expressly mentioned in the written quotation or insurance document. Where insurance is requested, coverage, premium, exclusions, deductibles and claim requirements will be governed by the insurer’s policy.

The Customer must declare the nature and reasonable value of goods accurately. Under-declaration, non-disclosure or false information may reduce or invalidate insurance coverage.

Astuti may assist with documentation but cannot guarantee approval or payment of an insurance claim. Final decisions are made by the insurer according to the applicable policy.

The Customer or authorized recipient should inspect the goods at delivery and record visible shortage or damage on the delivery document before signing it.

Any complaint should be reported promptly through the official telephone number or email with:

• Customer name and booking details.
• Pickup and delivery information.
• Description of the affected item.
• Photographs or videos of the item and packaging.
• Purchase invoice or proof of value where available.
• Delivery document showing the reported issue.

Goods and packaging related to a claim must be retained for inspection. Repair, disposal or alteration before inspection may affect the ability to verify the claim.

Claim assessment will consider the item’s age, condition, declared value, depreciation, repairability, packaging, insurance coverage and evidence of direct responsibility.

Storage services are subject to space availability, agreed duration, payment and the nature of the goods. The Customer must provide accurate inventory and disclose items requiring special storage conditions.

Unless expressly agreed, ordinary storage does not provide temperature control, humidity control or specialist preservation.

Storage charges continue until the goods are collected or delivered and all outstanding amounts are paid. Additional handling and transportation charges may apply when goods enter or leave storage.

Astuti may withhold release of stored goods until outstanding storage, handling and transportation charges are cleared, subject to applicable law.

The Customer must provide correct vehicle ownership, registration and contact details and hand over documents required for lawful transportation.

Before handover, the Customer must:

• Remove personal belongings and valuable items.
• Disclose existing dents, scratches or mechanical defects.
• Keep only a reasonable minimum quantity of fuel.
• Disable alarms and remove loose accessories where possible.
• Ensure tyres, steering and brakes permit safe handling.
• Provide keys and documents required for movement.

Astuti is not responsible for personal goods left inside a vehicle unless those goods are separately listed and accepted in writing.

Transit timelines for vehicles are estimates and may vary due to carrier routing, regulatory checks, weather and road conditions.

Astuti may use drivers, labour contractors, transport operators, warehouse providers, insurers or other service partners to perform part of a booking.

Use of a service partner does not change the Customer’s obligation to provide accurate information, pay agreed charges and follow safety requirements.

Third-party services such as insurance may also be subject to separate terms issued by the relevant provider.

To the maximum extent permitted by applicable law, Astuti will be responsible only for direct physical loss or damage proven to have resulted from our negligence or breach of the accepted service agreement.

Astuti will not be liable for indirect, incidental, special or consequential losses, including loss of profit, business interruption, missed appointments, loss of data, emotional distress or loss of opportunity.

Any liability will be assessed according to the written quotation, declared value, applicable insurance, evidence, depreciation and relevant law. Nothing in these Terms excludes liability that cannot legally be excluded or restricted.

Astuti will not be treated as being in breach where performance is prevented or delayed by an event beyond reasonable control.

Such events may include:

• Flood, fire, storm, earthquake or severe weather.
• Road closure, traffic restriction or accident.
• Strike, civil disturbance or public emergency.
• Government order, curfew or regulatory restriction.
• Vehicle breakdown despite reasonable maintenance.
• Communication, electricity or technology failure.
• Epidemic, pandemic or public-health restriction.

We will take reasonable steps to reduce disruption and resume or reschedule the service when practical.

Website content is provided for general information and service enquiries. Service descriptions, availability, pricing examples and estimated timelines may change and do not replace a written quotation.

The website design, text, graphics, brand elements, photographs and other original content may not be copied, republished, sold or commercially exploited without permission, except where permitted by law.

Users must not misuse the website, submit false enquiries, attempt unauthorized access, introduce malicious code or interfere with website operation.

Personal information submitted during an enquiry or booking may be used to prepare quotations, coordinate services, process payments, provide support, maintain records and meet legal obligations.

Information handling is also governed by our Privacy Policy .

By providing a telephone number or email address, the Customer permits service-related communication through calls, SMS, WhatsApp or email. Promotional communication may be stopped by contacting us.

These Terms and Conditions are governed by the laws of India. The parties should first attempt to resolve any complaint through good-faith communication and supporting documents.

If a dispute cannot be resolved amicably, it will be subject to the jurisdiction of the competent courts in Delhi, except where applicable consumer law provides the Customer with a different mandatory forum.

Nothing in these Terms restricts a Customer from using remedies available under applicable consumer protection law.

We may update these Terms and Conditions to reflect changes in services, operating practices, technology or legal requirements.

Updated Terms will be posted on this page with a revised effective date. The Terms accepted when a booking is confirmed will normally continue to govern that booking, unless a change is required by law or accepted by both parties.

If any provision is found unenforceable, the remaining provisions will continue to apply.

For booking questions, service complaints, cancellation requests or clarification of these Terms, contact us through the official details below.