Damage Policy

If something is damaged during your move, we'll fix it. This policy explains exactly how. Read it once before your move so you know the process — but most importantly, know this: in professional moves we've maintained a 0.3% damage rate, and every single damaged-item claim has been resolved within 7 working days.

1. What's covered

Transit damage covered under your booking includes:

• Items broken, scratched, dented, or torn during loading, transport, or unloading by Gati crew
• Items damaged due to inadequate packing by Gati (when Gati did the packing)
• Items damaged by accident in transit (vehicle accident, weather impact during open transport, etc.)
• Items lost or missing in transit between pickup and delivery
• Total loss in case of vehicle theft or destruction (covered under transit insurance)

2. What's NOT covered

• Pre-existing damage on items at the time of pickup (we document this in the inventory list)
• Damage to items packed by you, when the failure was due to your packing (e.g. you packed glass without padding, it broke)
• Internal damage to electronics that was not externally visible (we recommend power-on testing at delivery)
• Items not declared in the inventory list signed at pickup
• Cash, jewellery, important documents, or items exceeding ₹1 lakh in single value (we ask you to carry these personally)
• Wear and tear from normal handling (minor scuffs on furniture corners after a long-distance move)
• Plants and live items (we move them on a best-effort basis but don't insure them)
• Damage caused by acts of God beyond reasonable control (lightning strike, flood) — though insurance may still cover, see clause 6

3. Coverage limits by package

Transit insurance is automatically included with every Gati move. Coverage amounts vary by package:

Higher coverage is available as an add-on through our partner insurers (₹500–₹2,000 premium for additional ₹5–10 lakh coverage). Request this at the time of booking — it cannot be added retroactively.

4. How to report damage

4.1 At delivery

This is the most important moment. Before signing the delivery acknowledgment:

1. Inspect every box visually for crushing, water damage, or open flaps
2. Note any visible external damage on the inventory checklist before signing
3. For furniture and large items, walk around them — check legs, corners, edges
4. Take photos of any damage found, with the box number visible if possible

4.2 Within 48 hours of delivery

Internal damage often only becomes visible when you unpack. You have a 48-hour window to report any damage discovered after the crew leaves:

1. Take clear, well-lit photos of the damaged item from multiple angles
2. Photograph the damaged item in/with its packaging if possible
3. Email enquiry@gati.com.in with your booking ID, photos, and a description
4. You'll get a claim number within 24 hours

Damage reported beyond 48 hours requires additional verification and may be partially or fully denied if we cannot establish that the damage occurred in transit.

5. Claims process

Step 1: Documentation review (Day 1–2)

Our claims team reviews your submission. We may request:

• The original purchase receipt or proof of value
• Make/model/year for electronics and appliances
• Pre-move photos of the item (if you have any)
• The pickup-side inventory document signed by you and our supervisor

Step 2: Physical inspection (Day 3–4)

For claims above ₹5,000, we send an inspector to verify the damage. For lower-value claims, photo verification is usually sufficient.

Step 3: Settlement decision (Day 5)

Based on the inspection and documentation, we calculate the settlement amount using these principles:

• Repairable items: cost of repair (we can arrange repair through our partners)
• Non-repairable items: depreciated replacement value (see clause 7 for depreciation schedule)
• Items with sentimental value: replacement value capped at insured amount
• Total loss: full insured value

Step 4: Settlement payout (Day 6–7)

Once you accept the settlement amount, payment is made within 2 working days to your registered bank account. You'll receive a settlement letter for your records.

6. Depreciation schedule

Replacement value for non-repairable items is calculated using straight-line depreciation:

Provide proof of purchase date for the most accurate calculation. Without proof, we estimate age based on item condition.

7. Special categories

7.1 High-value items (₹50,000+ per item)

Items individually valued over ₹50,000 must be declared in the inventory at pickup. Without prior declaration, settlement is capped at the per-item limit of your package. We recommend purchasing additional coverage for high-value items.

7.2 Antiques and collectibles

Items with non-replaceable or auction-determined value (antiques, art, collectibles) require a third-party valuation certificate at the time of booking. Without this, we settle at our reasonable estimate of replacement cost.

7.3 Electronics

Externally-visible damage is covered. Internal damage that was not detectable from outside (e.g. cracked motherboard) requires manufacturer service-centre diagnosis. We pay for the diagnostic report and damage if the report confirms transit damage.

7.4 Vehicles

Damage during car/bike transport follows a separate process documented in our Vehicle Transport Policy. Briefly: pre-loading photo report, post-delivery inspection, and 24-hour reporting window.

8. Disputes and escalation

If you disagree with the settlement amount or the claim is denied:

1. Request a written explanation within 7 days of the settlement decision
2. Submit additional evidence to enquiry@gati.com.in
3. An independent claims reviewer will re-examine the case (typically 7–10 days)
4. If still unresolved, the dispute follows the arbitration process in our Terms

9. Prevention — the best policy

Our goal is zero damage, not just compensated damage. Things you can do to minimise risk:

• Let our crew do the packing — self-packed items have 8x higher damage rates
• Don't overstuff boxes; keep weight under 25 kg per box
• Personally carry jewellery, cash, original documents, and items under ₹1 lakh
• Take pre-move photos of high-value items as a baseline
• Drain fluids from washing machines and defrost fridges 24 hours before move
• Review and sign the inventory list carefully — it's your reference document

10. Contact

• 📞 +91-8274057237 (Mon–Sat 8 AM–9 PM)
• ✉️ For claims: enquiry@gati.com.in
• ✉️ For disputes: enquiry@gati.com.in

Related policies: Packing Policy · Vehicle Transport Policy · Warehouse Storage Policy