Terms & Conditions

1. General Terms

These Terms and Conditions govern the use of the DTDC Packers & Movers website and the booking or use of relocation and transportation services. By using our website or requesting a service, customers acknowledge that they have read and understood these terms.

Service availability, pricing and timelines may vary according to the origin, destination, type of goods, quantity of goods, transportation requirements and other circumstances relating to the particular shipment.

2. Booking & Quotation

A booking is subject to the information provided by the customer and the availability of the requested service.

• Quotations are prepared according to the information available at the time of enquiry.
• Any material change in the quantity, type, weight or volume of goods may affect the final charges.
• Additional services requested after booking may result in additional charges.
• Customers should provide accurate pickup, delivery and contact information.

3. Packing & Loading

Packing requirements depend on the type and condition of the goods being moved. Customers should disclose fragile, valuable or specially handled items before the move.

Where packing services are requested, packing materials and methods may vary according to the goods and transportation requirements.

Customers should keep personal documents, jewellery, cash and other highly valuable personal items with them unless specifically agreed otherwise in writing.

4. Transportation & Delivery

Transportation timelines are estimates and may be affected by traffic, weather, road conditions, vehicle availability, regulatory requirements, operational circumstances or other events beyond reasonable control.

Delivery arrangements should be coordinated with the customer using the contact information provided during booking.

5. Payment Terms

Customers are responsible for making payments according to the quotation, booking confirmation or mutually agreed payment schedule.

• Payments should be made only through the payment methods communicated for the booking.
• Additional services or charges, where applicable, should be settled according to the agreed terms.
• Customers should retain payment receipts and transaction references for their records.

For payment assistance, customers may visit our Payment Page .

6. Cancellation & Rescheduling

Customers who need to cancel or reschedule a booking should contact the service team as early as possible.

Cancellation charges, refund eligibility and rescheduling conditions, where applicable, may depend on the stage of the booking, services already performed, resources allocated and applicable booking terms.

7. Customer Responsibilities

Customers are responsible for providing complete and accurate information relating to their move.

• Provide correct pickup and delivery addresses.
• Inform the service team about fragile or special-care goods.
• Ensure that goods packed for transportation do not contain prohibited items.
• Provide suitable access information where required for pickup or delivery.
• Keep important personal documents and valuables secure.

8. Claims & Complaints

Customers should report any issue relating to their shipment as soon as reasonably possible after delivery and provide relevant booking, shipment and supporting information.

Claims may be reviewed according to the booking details, service terms, available documentation and applicable laws or regulations.

Customers should retain photographs, receipts, inventory details and other relevant documents where they may be required for reviewing a claim.

9. Restricted & Prohibited Items

Customers must not include illegal, hazardous or restricted goods in a shipment without the required legal permission and prior written approval where applicable.

Examples may include dangerous substances, explosives, illegal goods, weapons and other items restricted under applicable laws or transportation regulations.

Customers are responsible for informing the service provider about any item that requires special handling or regulatory approval.

10. Transit Protection & Insurance

Where transit protection or insurance is offered, the applicable coverage, exclusions, documentation, limits and claim conditions will be governed by the relevant policy or agreed service terms.

Customers should carefully review any insurance or transit protection documentation before choosing such coverage.

11. Delays & Force Majeure

The service provider shall not be responsible for delays or disruption caused by circumstances beyond reasonable control, including natural events, severe weather, road restrictions, government actions, strikes, civil disturbances, accidents or other unforeseen circumstances.

12. Website Usage

The information published on this website is provided for general information about our services. Customers should contact us for service-specific pricing, availability and booking information.

Users should not attempt to misuse, copy, interfere with or damage the website or its functionality.

13. Website Content

We aim to keep website information useful and current; however, service information, pricing, availability and other details may change without prior notice.

Any external website links are provided for convenience. Users should review the terms and policies of external websites before using them.

14. Changes to These Terms

These Terms and Conditions may be updated from time to time to reflect changes in services, operations, legal requirements or website functionality.

The latest version published on this page will apply to future website use and applicable bookings, subject to the terms agreed for individual services.

15. Contact Us

If you have any questions about these Terms and Conditions or require assistance regarding a relocation service, please contact DTDC Packers & Movers.