Claims & Liability Policy

Draft for review. This policy is a working draft prepared for Rise Global Logistics and must be completed and approved by the firm before publication. Figures marked NEEDS INPUT are placeholders and are not the firm's commitments until confirmed. Last updated: {{ NEEDS INPUT: date of the firm's review }}.

This policy explains what happens if a consignment booked with Rise Global Logistics is lost, damaged or delayed, and how a claim is made and settled. It forms part of our Terms & Conditions.

1. Reporting a problem

• Visible damage or shortage at delivery: note it on the delivery sheet or proof of delivery before signing, photograph the packaging and the contents, and inform us the same day.
• Damage found after delivery: inform us within {{ NEEDS INPUT: number of days, e.g. 2 days }} of delivery with photographs of the outer packing, the inner packing and the damaged item.
• Non-delivery: inform us if a consignment has not been delivered within {{ NEEDS INPUT: number of days after the expected delivery date }}.

Report by phone, WhatsApp or email to risegloballogistics@gmail.com, quoting the booking reference or consignment note number.

2. Making a claim

A written claim must reach us within {{ NEEDS INPUT: claim window, e.g. 15 days }} of delivery, or of the expected delivery date for a lost consignment. Please include:

• Booking reference / consignment note / LR number
• Copy of the invoice showing the value of the goods
• Photographs of packaging and damaged items
• A short description of what was lost or damaged and the amount claimed

We acknowledge the claim, investigate with the carriers involved, and respond with a decision within {{ NEEDS INPUT: response period, e.g. 30 days }}.

3. Extent of liability

Unless transit insurance has been arranged, our liability for loss or damage is limited to {{ NEEDS INPUT: liability basis, e.g. the lower of the declared value or Rs X per kg, or a fixed amount per consignment }}. This is the standard basis in the courier and transport industry and reflects the freight charged. Liability for delay is limited to {{ NEEDS INPUT: e.g. refund of freight charges }}.

4. Transit insurance

{{ NEEDS INPUT: whether the firm arranges transit insurance, through which insurer, the premium basis, and whether it is mandatory above a certain value }}. Where insurance has been taken, claims are settled under the terms of the policy.

5. What is not covered

• Prohibited or restricted items tendered without approval
• Damage caused by inadequate packing by the sender
• Inherent defects, natural deterioration, or leakage of perishables and liquids
• Loss or damage caused by incorrect or incomplete address or contact details
• Consignments delivered and signed for without remarks, where damage is reported later without evidence
• Delays caused by customs, government authorities, strikes, weather or other events beyond our control
• Indirect or consequential loss

6. Refunds of charges

If a consignment is cancelled before pickup, {{ NEEDS INPUT: cancellation terms, e.g. no charge / a cancellation fee }}. If a consignment is cancelled after pickup, charges incurred up to that point are payable. Refunds approved under this policy are paid by bank transfer within {{ NEEDS INPUT: number of days }}.

7. Contact

Claims are handled by Puneet Tiwari. Email risegloballogistics@gmail.com or call {{ NEEDS INPUT: confirmed phone number }}.