Terms and Conditions

1. About These Terms

These Terms and Conditions (“Terms”) apply when you visit www.dtcexpress.in, use our mobile app or book any service from DTC Express (“we”, “us”, “our”), operated by DTC EXPRESS PACKERS AND MOVERS (proprietorship). By booking or using our services, you agree to these Terms. If you do not agree, please do not book or use our services.

2. Who These Terms Apply To

“You” means any person or business that books a service, pays for it or is the owner of the goods we handle. The “Consignee” is the person who receives the goods at the destination.

3. Our Services

We provide:

Household, office and commercial relocation (packers and movers)
Local and intercity transport of goods by road
Car and two-wheeler transportation
Warehousing and storage
Part-load and full-load freight, and last-mile delivery
Related services such as packing, unpacking, dismantling and reassembly

We may add, change or stop a service at any time. Any change will not affect a booking that is already confirmed.

4. Booking and Confirmation

4.1 How a booking is confirmed

A booking is confirmed only when we send you written confirmation by SMS, WhatsApp, email or through the app and we have received the booking amount stated in your quote.

4.2 Information you provide

You must give us accurate details, including the type, quantity, weight or volume and declared value of your goods, and the pickup and delivery addresses. Wrong or incomplete information can change your price or lead us to refuse the job.

4.3 Identity verification

We may ask for a copy of a valid government photo ID before accepting your booking. If you cannot provide one, we may decline the service.

4.4 Vehicle transport

For a car or bike, you must give us copies of the Registration Certificate (RC), valid insurance and Pollution Under Control (PUC) certificate before handover. The fuel tank should have at least 60% fuel when the vehicle is handed over. We may refuse a vehicle that does not meet these conditions.

4.5 Our right to decline

We may decline a booking if it is unsafe, unlawful or outside our service area. Where possible, we will tell you why.

5. Pricing and Payment

Your price is set out in a written, itemised quote. In the app, you see one estimated price including GST. The final price is confirmed with you on a call before your move, and a price goes up only after you agree to it. Please read our Pricing and Service Delivery page for how prices are worked out.
The quote holds as long as the inventory, date and addresses stay the same. If these change, the price may change.
You pay a booking amount to confirm your date. The remaining amount is payable as stated in your quote, after the move, by UPI or cash.
Part-load shipments are payable in full before dispatch.
Taxes, parking, union charges and similar statutory or third-party charges are payable by you at actuals, unless the quote clearly says they are included. Tolls and state entry charges are included in our price and are never added later.
Please pay only through the modes shown in your quote or on our website: UPI, debit and credit cards, net banking and wallets through our payment partner Razorpay, NEFT or RTGS, demand draft or cash against a receipt. We are not responsible for money paid to any person or account that is not ours.
Please raise any invoice discrepancy within 7 days of completion of your service.

6. Cancellations and Refunds

Cancellation and refund rules are set out in our Cancellation and Refund Policy, which forms part of these Terms.

7. Your Responsibilities

You agree to:

Be present, or have an authorised person present, at pickup and delivery
Arrange society permissions, lift access and parking where you can
Check the inventory list, the vehicle and the crew before they leave your premises
Handle any electrical, plumbing, gas or appliance disconnection and installation, which we do not perform
Keep valuables, cash, jewellery and important documents with you

8. Packing

If we pack your goods, we use materials suited to each item.
If you pack any goods yourself, they must be packed securely for road travel. We are not responsible for damage caused by inadequate packing that you did.
Cartons and packing materials supplied by us remain our property and must be returned after unloading, unless we have agreed otherwise. We may charge for materials that are not returned.

9. Items We Cannot Carry

For safety and legal reasons, we do not carry:

Explosives, firearms, ammunition and weapons
Narcotics and contraband
Hazardous, flammable or radioactive materials, and gas cylinders
Live animals (pet relocation is a separate, specially arranged service)
Perishable goods, unless agreed in writing
Cash, jewellery, bullion, negotiable instruments and securities
Original identity documents such as passports and Aadhaar cards
Alcohol and tobacco without a valid permit
Any goods prohibited by law

Glass items and mirrors are accepted only with our prior written agreement, and they travel at your own risk. If you hide or wrongly declare a restricted item, you are responsible for all resulting loss, penalties and legal costs, and we may refuse or stop the service.

10. E-Way Bill and Compliance

Where the law requires an e-way bill, you are responsible for generating a valid one that matches your invoice and keeping it with the consignment. We are not liable for any penalty, delay or seizure caused by missing or incorrect documents. Any waiting or detention charges caused by this are payable by you.

11. Delivery Timelines

Pickup and delivery times are estimates, not guarantees. Weather, traffic, road closures, permits, society rules and other factors outside our control can cause delays. We may send goods in one lot or in parts, depending on operational needs. We will keep you informed of significant delays.

12. Checking Your Goods and Making a Claim

12.1 Inspect at delivery

Please check your goods before you sign the Proof of Delivery (POD) or delivery receipt. Write any visible damage or missing item on the POD at that moment.

12.2 Claim deadlines

Situation	What to do	Deadline
Visible damage	Note it on the POD, take photos and email support@dtcexpress.in	Within 24 hours of delivery
Missing items	Report it and ask for a non-delivery certificate	Within 24 hours of delivery
Car or bike damage	Take photos of the damage and inform us and your insurer	Within 12 hours of delivery
Concealed damage	Send written notice with photos, keeping the original packing	Within 48 hours of delivery

12.3 Processing a claim

Please send us the documents we ask for within 2 working days. If we do not receive them, we may close the claim. A POD signed without noting any damage is treated as evidence that the goods arrived in good condition.

13. Insurance and Liability

Transit insurance is optional. Where you choose it, it is arranged with a licensed insurer, and the insurer’s policy terms apply. We strongly recommend insurance for goods valued above Rs. 5,000.
If you do not take transit insurance, your goods travel at your own risk, to the extent permitted by law.
Where we are found responsible for loss or damage caused by our proven negligence, our liability is limited to the amount stated in your consignment note or insurance cover, and in any event to the freight we have received for that consignment.
We are not liable for loss of income or profit, indirect losses, damage caused by the nature of the goods, damage from your own packing, wrong declarations or events outside our control.
Nothing in these Terms limits any right you have under the Consumer Protection Act, 2019 or any liability that cannot be excluded by law.

14. Storage, Non-Payment and Our Right to Hold Goods

If a payment is not made as agreed, we may keep the goods in our warehouse until all dues are cleared.
Storage charges apply from the day after the missed payment date. They depend on the volume of goods and the number of days. Our minimum is Rs. 2,000 per day for small consignments, and we will confirm the exact rate when storage begins.
We will notify you by SMS, WhatsApp or email.
If goods remain unclaimed or unpaid for 15 days after our notice, we may sell or auction them to recover our dues, including storage and legal costs. Any surplus will be returned to you within 30 days of the sale.

15. GST and Invoices

We issue a GST-compliant invoice or consignment note for every completed service. Please give your correct GSTIN at the time of booking. If GST is payable by you under the reverse charge mechanism, you are responsible for paying it and for any consequences of wrong information.

16. Your Data

We handle your personal data as described in our Privacy Policy. You can ask us to delete your account and data at any time using the steps on our Delete Your Account and Data page. We use your mobile number and app notifications only for your booking and service messages, never for offers or promotions.

17. Website and App Use

You agree not to misuse our website or app, attempt to gain unauthorised access, copy our content or interfere with its security. All content, logos and designs on our website and app belong to us and may not be reused without written permission.

18. Force Majeure

We are not responsible for delay or failure caused by events outside our reasonable control, such as natural disasters, accidents, road closures, strikes, curfews, government orders, epidemics, fire or seizure by authorities. We will tell you as soon as we reasonably can and will resume service when it is safe to do so.

19. Suspending or Ending a Service

We may suspend or end a service if you break these Terms, give false information, fail to pay, attempt fraud or repeatedly try to send restricted items. Any dues you owe remain payable.

20. Grievance Officer

If you have a complaint, contact our Grievance Officer:

Name: Prakash Verma
Email: info@dtcexpress.in
Phone: +91-97115-46001
Address: Pole No -J- 085, Ground Floor, Near Pardhan Service Station, Bharthal Village, New Delhi, Delhi 110077
Hours: Monday to Saturday, 10:00 AM to 6:00 PM IST

We acknowledge complaints within 48 hours and aim to resolve them within 30 days.

21. Governing Law and Disputes

These Terms are governed by the laws of India. We will first try to settle any dispute through friendly discussion, and then through mediation if needed. If a dispute is still unresolved, the courts at New Delhi have jurisdiction. You may also approach the Consumer Disputes Redressal Commission or the National Consumer Helpline (1800-11-4000).

22. Changes to These Terms

We may update these Terms from time to time. The latest version, with its “Last updated” date, will always be on this page. Using our services after a change means you accept the updated Terms. A booking you have already made follows the Terms in force on the day you booked it.

23. Contact Us

For any question about these Terms, email info@dtcexpress.in or call +91-97115-46001.

24. Frequently Asked Questions

When is my booking confirmed?

A booking is confirmed only when we send you written confirmation by SMS, WhatsApp, email or the app, and we have received the booking amount stated in your quote.

What happens if I do not pay on time?

We may hold your goods in our warehouse until all dues are cleared, and storage charges apply from the day after the missed payment date. We will notify you by SMS, WhatsApp or email. Please see Section 14 for details.

How do I report damaged or missing goods?

Note the damage on the delivery receipt, take photographs and email support@dtcexpress.in. Report visible damage and missing items within 24 hours of delivery, vehicle damage within 12 hours and concealed damage within 48 hours.

Why is it important to check goods before signing the delivery receipt?

A delivery receipt signed without noting any damage is treated as evidence that the goods arrived in good condition. Please check your goods carefully and write any damage on the receipt before you sign.

Which items can DTC Express not carry?

We cannot carry explosives, firearms, narcotics, hazardous materials, gas cylinders, live animals, perishables (unless agreed), cash, jewellery, original identity documents and goods prohibited by law. See Section 9 for the full list.

Do I need transit insurance?

Insurance is optional, but we strongly recommend it for goods valued above Rs. 5,000. If you do not take insurance, your goods travel at your own risk, to the extent permitted by law.

Who is responsible for the e-way bill?

You are. Where the law requires an e-way bill, you must generate a valid one that matches your invoice. We are not liable for any penalty or delay caused by missing or incorrect documents.

Can I cancel or reschedule my booking?

Yes. Charges depend on how far the booking has progressed. Please read our Cancellation and Refund Policy for the full table of charges and timelines.

Will I receive a GST invoice?

Yes. We issue a GST-compliant invoice or consignment note for every completed service. Please give your correct GSTIN at the time of booking if you need to claim tax credit.

Where can I make a complaint?

Contact our Grievance Officer at info@dtcexpress.in or +91-97115-46001. You can also approach the Consumer Disputes Redressal Commission or call the National Consumer Helpline on 1800-11-4000.