Your Refund Rights as a DTDC Customer
DTDC Packers and Movers operates under IBA Code MUO-2547, registered with the Indian Banks' Association. All refund claims are processed in compliance with Indian Contract Act, 1872, and GST regulations. We maintain a transparent refund mechanism so you know exactly what to expect—no hidden clauses, no waiting games.
When you book a shipment with DTDC, you receive a Shipment ID and tracking dashboard access. If you cancel or request a refund due to service failure, your claim enters our documented review process. Real-time SMS and WhatsApp updates keep you informed at every step—from claim submission to settlement approval.
Cancellation and Refund Eligibility
When You Can Request a Refund
- Pre-shipment cancellation: Cancel within 24 hours of booking and receive a refund of 90% of the quoted amount (₹500 administrative fee applies). Applicable across all 100+ cities in our network.
- Service failure: If your shipment is delayed beyond the quoted live ETA, damaged in transit despite packed by our verified crews, or lost, you qualify for a claim under our comprehensive transit insurance.
- Non-delivery: If goods are not delivered to the destination address within the agreed timeline, a refund or re-shipment can be arranged.
- GPS tracking anomalies: If our 100% GPS-tracked closed-body fleet fails to provide real-time location updates for more than 8 hours, you may request a service credit (₹1,000–₹5,000 depending on route distance and shipment value).
When Refunds Are NOT Applicable
- Cancellations requested more than 24 hours after booking—no refund; service proceeds as scheduled.
- Damage or loss caused by customer-provided packing or inadequate declaration of item value.
- Refusal of delivery at destination address due to recipient unavailability or address error.
- Claims filed after the 7-day post-delivery claim window (see Claim Settlement Timeline below).
- Transit delays caused by natural disasters, road closures, or government lockdowns—eligible for re-scheduling, not refund.
How to File a Refund Claim
Step 1: Document Your Shipment
Retain your Shipment ID, booking confirmation SMS/WhatsApp, and photographs of the goods (before and after packing if applicable). For damage claims, take clear photos at the time of delivery with timestamps. These are required for processing.
Step 2: Submit Your Claim
Contact DTDC Packers and Movers within 48 hours of the incident (or within 7 days of delivery for damage claims). Call +91 9911071177 or email your Shipment ID, photographs, and a detailed description of the issue. Provide your bank account details for direct transfer if eligible.
Step 3: Claim Review
Our logistics team reviews your claim against GPS tracking records, crew delivery photographs, and delivery-partner documentation. This verification ensures transparency and prevents fraudulent claims. You will receive updates via SMS and WhatsApp on your claim status every 48 hours.
Claim Settlement Timeline
DTDC guarantees settlement of valid claims within 7 working days of approval. This applies to all shipments across India—whether you are moving from Delhi to Bangalore or within Mumbai (Bandra, Andheri, Powai pincodes 400050, 400069, 400076 respectively). The settlement is processed via bank transfer to the account provided during claim submission.
| Claim Type | Review Period | Settlement Timeline | Maximum Compensation |
| Partial damage (items usable) | 3–5 working days | 7 working days post-approval | Actual value of damaged items (up to declared value) |
| Total loss | 5–7 working days | 7 working days post-approval | ₹25 lakhs (as per IBA-approved insurance cover) |
| Service delay credit | 1–2 working days | Immediate (automated refund) | ₹1,000–₹5,000 depending on delay duration |
| Pre-delivery cancellation | Immediate | 24–48 hours (bank processing) | 90% of service charge (₹500 fee deducted) |
Refund Methods and Processing
Direct Bank Transfer
All approved refunds are processed via NEFT or IMPS to your registered bank account. Provide your account number, IFSC code, and account holder name during claim submission. Transfer typically takes 24–48 hours from approval date.
Credit to Original Payment Method
If you paid via credit card or digital wallet, we can initiate a reversal to that payment method (within 5–7 working days, subject to your bank's processing time).
Service Credit
For minor service failures (GPS tracking downtime, slight delays not exceeding 12 hours), we may offer service credits redeemable toward your next shipment. This is applied to your account within 48 hours of approval.
Partial Refunds and Adjusted Claims
If your shipment is partially damaged or delayed, DTDC processes a pro-rata refund calculated on the percentage of goods affected or service degradation. For example, if 30% of items in a ₹12,000 shipment arrive damaged and are unusable, you receive ₹3,600 (plus GST if applicable). Our logistics team and your preferred courier partner review photographs jointly to determine the exact percentage.
Disputes and Escalation
If you disagree with our claim decision: You have the right to escalate to our Regional Manager within 10 days of claim rejection. Provide written documentation and additional evidence. The appeal is reviewed independently and resolved within 14 days.
Jurisdiction and Grievance Resolution: All disputes are governed by the laws of India and fall under the jurisdiction of courts in New Delhi, where DTDC's registered office is located. You may also lodge a complaint with the Indian Banks' Association (IBA), as DTDC operates under IBA Code MUO-2547. Contact IBA at www.iba.org.in or use their grievance portal for unresolved disputes.
GST and Tax Compliance
All refunds issued by DTDC Packers and Movers are compliant with GST rules. If GST was charged on your original invoice (18% on logistics services), the refunded amount will be adjusted proportionally. For example, a ₹10,000 service charge with 18% GST (₹1,800) refunded will result in a net refund of ₹9,000 + corresponding GST adjustment per your invoice.
Refund documentation is automatically issued for tax and accounting purposes. Your refund receipt includes GST details for reconciliation with your CA or business records.
Contact DTDC for Refund Assistance
Phone: +91 9911071177 (24/7 support across all 100+ covered cities)
Email: [email protected] (include your Shipment ID in subject line)
WhatsApp: Message your Shipment ID and claim details; responses within 4 hours during business hours (9 AM–9 PM IST, Monday–Saturday)
Every refund request is tracked in real-time on your dedicated tracking dashboard. You can monitor claim status, review decision documents, and track refund dispatch—maintaining full transparency from filing to settlement.
FAQs
Can I cancel my booking and get a full refund?
Yes. If you cancel within 24 hours of booking confirmation and goods haven't been loaded, we refund 100% of your advance payment—no deduction. Cancellations after loading incur a 15% administrative charge covering crew wages and vehicle deployment. GST paid is refunded in full. Processing takes 5–7 business days to your registered bank account via Shipment ID.
What if my shipment is delayed—do I get a refund?
Delays beyond our live ETA (shown on your tracking dashboard) trigger compensation: ₹500 per day up to ₹5,000 maximum, credited as a refund or applied to your next move. Delays caused by external factors (road closures, extreme weather, client-requested route changes) are excluded. We SMS updates every 4 hours, so you always know your actual ETA.
What is your damage claim refund process and timeline?
File a damage claim within 3 days of delivery via your Shipment ID dashboard. Our verified crew assesses the item; approved claims are settled within 7 days per your insurance coverage limit. Standard cover is ₹5 lakhs; premium cover extends to ₹15 lakhs for additional 2% premium. No hidden deductibles—all terms printed in your quote.
Are GST and toll charges refunded if I cancel?
GST (5–18% depending on service type) is refunded in full if your cancellation is within 24 hours or if the claim is liability-based. Toll charges are refunded only if no vehicle has commenced the route. If your route spans Delhi to Agra (NH44 tolls ≈₹2,500), that charge is itemized separately on your invoice for clarity.
Can I get a refund if I cancel after goods are picked up?
Partial cancellations (removing specific items before loading) are refunded at ₹80–150 per item. Full cancellations after pickup incur 15% administrative fee plus vehicle running charges (₹15–25 per km already traveled). If your move is within Hyderabad (e.g., Madhapur to Gachibowli, ~12 km), running charges ≈₹200–300.
How do I track my refund status after cancellation?
Log into your Shipment ID dashboard or call +91 9911071177 for real-time refund status. You'll receive SMS updates when claim is filed, assessed, and approved. Most refunds land in your account within 7 business days. If delayed, our customer relations team (IBA Code MUO-2547) investigates within 24 hours.
What if I dispute a charge on my invoice?
Report billing disputes within 5 days of receiving your invoice via WhatsApp or email with your Shipment ID. We'll issue a detailed breakout of charges (packing materials, crew days, vehicle, GST, tolls). If error is confirmed, refund processes within 3–5 business days. Typical dispute resolution: ₹500–₹2,000 corrections for over-charged materials.
Does DTDC offer refunds for 'change of mind' moves?
Yes, but within limits. Change-of-mind cancellations within 24 hours = 100% refund. After 24 hours or if goods are partially loaded, a 10% convenience fee applies to your advance. If you've moved goods from Chennai to Bangalore (outstation move), change-of-mind after vehicle dispatch = 15% administrative charge only, no labor or fuel deduction beyond that.