Claims, Loss and Damage Policy

This Policy covers claims for loss of, damage to, or shortage of goods carried through a Transpport booking. It works alongside our Terms & Conditions and Cancellation & Refund Policy. Delays, on their own, are not a “loss” under this Policy; see our Terms & Conditions on delays and events beyond control.

Because of that, keeping your goods safe is a shared responsibility - you through accurate declaration and good packaging, and the partner through careful handling and delivery. Our job is to facilitate the booking and review any claim fairly, based on the evidence.

Do not send: cash or currency; jewellery, precious stones, or precious metals; negotiable instruments; live animals; illegal, hazardous, flammable, or explosive materials; weapons or ammunition; or anything else prohibited by law. Perishable, fragile, or high-value items may only be sent if clearly declared as such at booking and packaged appropriately. See the full list on our Prohibited Items & FAQ page.

• Accurately describe the nature, quantity, condition, and (where relevant) value of your goods at booking.
• Package and secure goods appropriately for their nature.
• Inspect goods at delivery and note any visible damage on the proof-of-delivery record (OTP, signature or photo) at that time.
• Treat the partner with courtesy during pickup and delivery. If something goes wrong, do not shout at or confront the partner; report it through the App so we can review it fairly.

Accurate declaration, proper packaging, sending only permitted items, timely reporting (Section 5), and delivery-time inspection (Section 3) are conditions for compensation eligibility - not just things we consider afterward. A claim may be declined if any of these weren't met, unless you have other strong evidence supporting it.

Report any loss, damage, or shortage through the App's support section, by WhatsApp, or by email, within 24 hours of delivery, receipt, or discovering the issue - whichever is earliest. Include:

• Your Booking ID
• A description of the problem
• Photos of the goods and the damage
• Proof of value, if applicable
• Anything else we reasonably need to assess it

5.1 Items left behind

If you leave an item in a partner's vehicle, report it through the App's support section. We will help you get in touch with the partner. Please do not contact the partner directly outside the App.

We look at the actual evidence - not just the fact that a complaint was made. This includes the photographs of the goods taken by the partner at pickup, the proof-of-delivery record (OTP, recipient signature or photo), the photos and evidence you submit, the booking's GPS and App records, and the circumstances of the incident. Both you and the partner (where relevant) get a fair chance to explain before we decide.

We're not responsible for loss or damage caused by:

• A prohibited or restricted item (Section 2)
• Inadequate or improper packaging
• Incorrect or incomplete declaration
• Inherent defects or natural deterioration, including spoilage of perishables due to traffic delays
• Something you or the recipient did or didn't do, including not inspecting goods at delivery
• Circumstances beyond our reasonable control, including events listed under “Force Majeure” in our Terms & Conditions

Nothing here limits any liability that can't legally be excluded under Indian law.

Where a claim is approved, compensation is based on the declared value (if you declared one at booking) or a reasonable assessed value - capped at whichever is lower: the declared value or the amount you paid for that booking - except where the law requires a higher limit. Approved compensation is generally processed within the same 7–10 business day window as refunds.

Where the evidence shows a partner was at fault (negligence, misconduct, or breach of their agreement with us), we may hold them responsible under their own Rider / Driver-Partner Agreement - a partner isn't automatically blamed just because a claim was made against a booking they carried.

If you disagree with a claim decision, request a review through the App's support section or the contact details below, quoting your Booking ID and claim reference, within 7 days of the decision. You may also write to our Grievance Officer (see Section 19 of our Terms & Conditions).

Nothing in this Policy limits your right to approach a Consumer Commission or the National Consumer Helpline (1915) under applicable law.