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Written terms, insurance guidance, and claim rules before bookingCancellation and refund
Cancellation charges depend on when the request is made, whether a crew or vehicle has been committed, whether packing or loading has started, and what the signed quote says.
Direct answer
Marshal refunds eligible advance payments when the cancellation is requested before service execution and before committed costs exceed the refundable amount. Once packing, loading, pickup, storage handling, dispatch, or partner booking has started, consumed work and committed costs are deducted.
This website policy is written for customer clarity. The signed quotation, booking form, insurance policy, partner terms, and any written service-specific agreement control the final commercial terms where they differ.
Refund eligibility is highest before crew, vehicle, material, partner booking, or documentation costs are committed.
Dispatch, packing, loading, route booking, warehouse handling, and third-party costs may be deducted or non-refundable.
Approved refunds are normally processed to the original payment mode or verified bank account within 7 to 10 business days.
Transit damage, missing goods, and insurance claims follow the claim process and are not treated as ordinary cancellation refunds.
Service-wise policy
Percentages below apply to refundable advance amounts after non-refundable bank, gateway, material, partner, documentation, warehouse, or crew costs are deducted.
| Service | Early cancellation | Late cancellation | After execution starts |
|---|---|---|---|
| Local household shifting | 72+ hours before the scheduled move: 100% refund of refundable advance. | 24 to 72 hours before the move: up to 50% refund after deducting planning, material, and slot-blocking costs. | Within 24 hours, no-show, or once packing/loading begins: advance may be forfeited and consumed work remains payable. |
| Intercity household shifting | 7+ days before move date: up to 90% refund of refundable advance. | 3 to 7 days before move date: up to 60% refund after deducting crew, material, truck, and route-blocking costs. | Within 3 days or once loading starts: up to 30% refund before execution, and no ordinary refund after loading begins. |
| Bike and two-wheeler transport | 48+ hours before pickup: 100% refund where no pickup, packing, or carrier cost has been incurred. | 24 to 48 hours before pickup: up to 50% refund after deducting pickup slot and documentation costs. | Within 24 hours, customer no-show, vehicle not ready, or after pickup: no ordinary refund. Claims follow pickup condition proof and insurance terms. |
| Car transport | 48+ hours before pickup: 100% refund where carrier allocation and documentation costs are not incurred. | 24 to 48 hours before pickup: up to 50% refund after deducting allocation, inspection, and partner costs. | Within 24 hours, after carrier dispatch, after pickup, or when vehicle documents/keys are not ready: no ordinary refund. |
| Storage and warehousing | Before goods enter storage: refundable amount is calculated after deducting survey, packing, loading, transport, and handling costs already incurred. | After storage begins: the current billing cycle and inward handling charges are non-refundable unless the signed quote says otherwise. | Retrieval, re-delivery, extra handling, pending dues, and damages caused by prohibited or undeclared goods may be deducted from refundable balances. |
| Commercial and office shifting | 7+ days before move: up to 80% refund of refundable advance. | 3 to 7 days before move: up to 40% refund where custom material, night crew, access booking, and equipment costs have started. | Within 72 hours, after crew dispatch, or after IT/equipment/vendor coordination begins: advance may be forfeited and committed costs remain payable. |
| PTL, FTL, and logistics | Before pickup: 100% refund where no partner, vehicle, warehouse, label, documentation, or route cost has been incurred. | After vehicle allocation but before pickup: refund depends on vehicle cancellation, warehouse, documentation, and partner charges. | After pickup: no ordinary refund. Return, re-routing, demurrage, holding, or second delivery attempts are charged separately. |
| International move planning | Before origin dispatch: refund is calculated after deducting partner quotations, documentation, survey, packing, booking, and compliance costs. | After origin partner booking: airline, shipping line, customs broker, destination agent, and documentation charges may be non-refundable. | After origin dispatch: refund is not guaranteed and return movement, storage, customs, or destination costs may be payable by the customer. |
Refund process
Written requests avoid dispute over timing. Use phone or WhatsApp for urgent move-day coordination, but send cancellation and refund confirmation in writing.
Send the cancellation or refund request in writing with booking reference, customer name, phone number, service type, route, scheduled date, and reason.
Marshal checks execution stage, committed costs, payment receipts, customer communication, and signed quote conditions.
If approved, Marshal shares the refundable amount, deduction explanation, refund mode, and expected processing date.
Refunds are normally processed within 7 to 10 business days after approval. Bank, gateway, UPI, or card settlement delays can add extra time.
Send booking details and the reason in writing so Marshal can check the execution stage, committed costs, and eligible refund amount.
