Booking Protocol

Every booking is confirmed upon generation of a unique Booking ID, dispatched instantly via email and SMS. The User bears sole responsibility for the accuracy of all consignor/consignee details, declared weight, and package dimensions.

Cancellation & Refund Matrix

• Pre-assignment: 100% refund — zero fees.
• Post-schedule, pre-collection: 15% fee (min ₹50).
• Post pickup scan: No cancellation permitted.
• Refund: 7–10 business days.
• COD / RTO: Full shipping + 20% restocking fee.

Billing & Invoicing

GST-compliant invoices auto-generated post-pickup, accessible via Client Panel. Itemised: base freight, fuel surcharge, GST (18%), COD fees, ancillary charges. All in INR.

Service Level Commitment

Modifications after pickup agent allocation subject to feasibility and may incur additional charges. Review all details prior to confirmation.

Accepted Instruments

Credit/Debit cards, Net Banking (50+ banks), UPI, authorised wallets. PCI-DSS Level 1 certified gateways with TLS 1.3 encryption.

Transaction Failures

Auto-refund triggered within 48 hours; reflects in 7–10 working days. Company not liable for banking delays.

Disputes & Chargebacks

Must be raised within 15 calendar days. Chargebacks without prior communication may lead to account suspension. Governed by Indian law.

Data Security

Full card numbers, CVV, UPI PINs never stored. Only transaction reference IDs and last 4 digits retained.

Data Collection

• Personal: Name, email, phone, addresses.
• Shipment: Description, weight, dimensions, declared value, AWB.
• Financial: Transaction ID, last 4 digits. Full credentials never stored.

Purpose of Processing

Data processed exclusively for bookings, airway bills, invoices, tracking, serviceability. We never sell, rent, or trade personal data.

Confidentiality & Encryption

All records classified as confidential. Restricted access under NDAs. AES-256 (at rest) & TLS 1.3 (in transit).

Retention & Rights

7-year retention per financial law. DPDP Act 2023: access, correct, update, erase. Withdraw consent. Contact privacy@deliverymen.co.in. Response: 30 days.

Grievance Officer

• Name: Mr. Arjun Mehta
• Email: grievance@deliverymen.co.in
• Phone: +91 8181810580
• Postal: 301, Prism Tower, Andheri East, Mumbai – 400069

Cookies

Essential session cookies & first-party analytics only. No third-party tracking. Manage via browser settings.

1. Definitions

"Company" = Nathaniel Air Express Cargo Service Co., trading as Deliverymen. "User" = any individual/entity. "Shipment" = any parcel accepted for carriage.

2. Eligibility

Minimum 18 years, full legal capacity under Indian Contract Act, 1872.

3. Prohibited Items

• Prohibited: Narcotics, explosives, firearms, live animals, hazardous chemicals, radioactive materials.
• Restricted: Currency, jewelry, antiques, lithium batteries (installed). Declaration & insurance mandatory.

4. Liability

• Cap: ₹2,000 per consignment (unless insured).
• Exclusions: Indirect damages, improper packaging, force majeure.
• Claim window: 24–72 hours of delivery.

5. Indemnification

You agree to indemnify the Company against all claims from your breach of these Terms.

6. Governing Law

Indian law. Mumbai courts exclusive jurisdiction. Disputes below ₹50,000: binding arbitration.

7. Account Security

You are responsible for all account activity. Report unauthorised use immediately.

8. Intellectual Property

All content, logos, trademarks ("Deliverymen") are exclusive Company property.

9. Termination

Company may suspend/terminate for breach, fraud, or non-payment.

10. Amendments

Terms may be revised. Continued use = acceptance.

Volumetric Weight

Freight on greater of actual or dimensional weight. Divisor varies by Mode of Transport. Use Volumetric Calculator & check Client Panel before booking.

Dynamic Fuel Surcharge

Variable, recalculated monthly. Current rate on Fuel Surcharge Panel. Rate at booking reflected on invoice.

COD Fee

2.5% of order value (min ₹60). RTO: forward + return freight + ₹50 reversal fee.

Tax Note

All charges exclusive of GST at 18%. GSTIN on all invoices for input tax credit.

Cancellation After Pickup

Once picked up and AWB generated, cancellation charges apply. If dispatched to airport and handed to airline, cancellation not permitted.

Prohibited Items — Airline Penalty

Penalty of ₹500–₹25,000 levied by airline for prohibited items. Solely borne by sender. Company not liable for fines, confiscation, or legal consequences.

Flight Selection & Rescheduling

Client may express preferred flight. Airline may reschedule to next flight due to space/payload constraints. No refund or compensation for rescheduling.

Offloading

If offloaded for weight/balance or operational reasons, Company bears no responsibility. Airline reassigns to next flight. No refund.

Security Delays & Exceptional Cases

Delays due to security, inspections, accidents = exceptional cases. Missed connections: Company not liable.

Airline T&C Supremacy

All claims governed by airline's own T&C. Company is a facilitator only, not a party to the contract of carriage.

Customs Clearance Delays

Delays in customs clearance are beyond Company's control and classified as exceptional cases. Such delays are not covered under TAT. Company not liable for any delay, detention, or storage charges arising from customs holds.

DDU to DDP Conversion

Changing delivery terms from DDU to DDP after dispatch requires additional processing time. This procedure is outside standard TAT. Time taken for duty recalculation and customs re-processing not counted against delivery commitment.

Abandoned / Destroyed / RTO

If sender/receiver fails to make timely duty payments or coordinate with customs, and shipment is destroyed, abandoned, disposed, or returned — all charges borne entirely by sender. Company not liable for such loss or expense.

Receiver Contact / Address Modification

If receiver requests contact or address changes after departure from India, any additional charges by destination carrier or customs shall be billed to the sender.

War-Affected & High-Risk Destinations

Shipments to war-affected or high-risk regions subject to additional elevated surcharges applied by airline/carrier. Sender agrees to pay any such elevated charges as a condition of carriage.

Non-Conveyable Pieces

Shipments exceeding airline's standard box size or weight limits classified as Non-Conveyable Piece. Additional surcharge levied per carrier tariff. Sender must declare accurate dimensions at booking.

Export vs. Import Clearance

Export clearance may be quoted as fixed cost. Import clearance charges vary significantly by destination, commodity, and value. Contact Sales Executive for estimate. Actual charges may differ.

Dangerous Goods (DG Cargo / D-Tox)

All DG shipments must comply with IATA DGR. Shipper's Declaration mandatory. UN-certified packaging required. DG surcharge applies. Misdeclaration penalty: ₹10,000–₹1,00,000+ — sender's sole liability. Airline acceptance subject to approval.

Live Animal Transportation (Cuddle Service)

Governed by IATA LAR. Health certificate, vaccination records, IATA-compliant crate mandatory. Subject to airline space & temperature. Company not liable for animal stress, illness, or mortality during transit if IATA standards met. Advance booking 48–72 hrs required. Sedation at owner's sole risk.

Perishable & Temperature-Sensitive Cargo

Validated cold-chain packaging is sender's responsibility. Dry ice = DG Class 9 (declaration + surcharge). No liability for spoilage if recipient fails timely acceptance. Sender must ensure adequate remaining shelf life.

Time-Bound / Time-Definite Service

Money-back guarantee (where applicable) subject to exclusions: remote areas, customs delays, force majeure, consignee unavailability, DG/perishable shipments. Guarantee claims must be filed within 5 calendar days of delivery.

Right of Inspection

Company, its agents, airlines, and customs authorities reserve unrestricted right to open and inspect any shipment at any point during transit — with or without sender's presence — for security, safety, or regulatory compliance.

Lien on Goods (Right of Retention)

Upon non-payment of any charges, Company may exercise lien over the shipment and other goods of sender. If outstanding for 30 calendar days from notice, Company may dispose, auction, or destroy goods. Shortfall remains recoverable.

Declared Value: Customs vs. Insurance

Customs value must reflect true transaction value — undervaluation risks fines, seizure, prosecution. Insurance value may differ but cannot exceed commercial invoice value. Both are sender's responsibility to declare accurately.

Electronic Records & Signatures

Digital airway bills (e-AWB), electronic consignment notes, and e-signatures are legally valid and enforceable under Information Technology Act, 2000. They carry same legal weight as paper counterparts.

Data Breach Notification

Under DPDP Act 2023 & IT Act: affected data principals notified without undue delay. Breach reported to Data Protection Board (DPB) and CERT-In within 72 hours of awareness. Nature, extent, consequences, and remedial measures shall be disclosed.

GST Input Credit & Invoice Compliance

Invoices contain mandatory GST fields: GSTIN, HSN/SAC, place of supply, tax breakup. Client must provide correct GSTIN at booking. GSTIN amendment post-invoice: ₹250 + GST per invoice. Company not responsible for lost input tax credit due to incorrect/delayed GSTIN submission.

Packaging Standards

Rigid, double-walled corrugated container with cushioning. Visible deficiencies = pickup refusal. Poor packing = claim void. Max: 70 kg (surface) / 30 kg (express).

Delivery Timelines (SLA)

• Express: 1–3 business days.
• Priority: 2–5 business days.
• Economy: 4–10 business days.

Commences after "Picked Up & Manifested". Excludes incomplete address, consignee unavailability, customs, force majeure.

RTO Policy

• Forward + return freight debited to sender.
• Handling fee: ₹50 + GST.
• COD + RTO: reversal fee + round-trip freight netted.
• Unclaimed: 15-day hold, ₹15/day storage, may be liquidated.

Declared Value Insurance

Standard Liability: ₹2,000 per shipment. Enhanced cover available.

• Premium: 2% of declared value (min ₹450).
• Claims: 24–72 hrs. Invoice + photos + Booking ID. Settlement: 30 days.
• Exclusions: Poor packing, perishables, prohibited goods.

Contact Centre

• Voice: +91 8181810580 (Mon–Sat, 09:00–19:00 IST)
• Email: support@deliverymen.co.in / legal@deliverymen.co.in
• WhatsApp: +91 8181810580

Resolution: 24–48 hours. Escalation after 5 business days.

Remote Area — Domestic

₹4 per kg — min ₹1,000. Disclosed in rate calculator. Retrospective if reclassified.

Remote Area — International

Carrier-specific. Proactive email notification before application.

Address Correction — Domestic

₹150 + GST per correction after "In Transit". May extend delivery 1–2 days.

Address Correction — International

Governed by carrier tariff. Client informed via email before execution.

Escalation Matrix

L1: Support (24–48h) → L2: Team Lead (48–72h) → L3: Grievance Officer (5 days) → L4: Legal Notice.

Force Majeure

Company excused from performance for causes beyond reasonable control: acts of God, weather, war, strikes, governmental actions, health emergencies, network disruptions.

Severability

If any provision held invalid, remainder continues in full force and effect.

Waiver

No waiver valid unless in writing, signed by authorised Company officer.

Entire Agreement

Terms + Privacy Policy + rate card + airway bill = complete agreement. Conflict: airway bill prevails for that shipment.

Third-Party Integrations

Company not responsible for third-party tracking accuracy or payment gateway downtime.

Consumer Protection

Nothing in these Terms limits your rights under Consumer Protection Act, 2019, where applicable.