Patwadi Logistics LLP · Effective date: 14 June 2026
This Shipping Policy governs the operational rules for all parcels shipped through Patwadi's intercity cargo network. It supplements the Terms of Service and the Privacy Policy. By placing a Booking, you agree to these operational rules in addition to the Terms of Service.
Patwadi moves parcels between cities through a verified multi-leg cargo corridor network. Each shipment passes through multiple custody points — your parcel is collected at the origin by a Pickup Partner, transferred through the intercity corridor, and delivered to the Consignee by a Delivery Partner at the destination.
Every handoff requires a custody confirmation code and a photograph. These Custody Events form an immutable chain of proof across your parcel's journey and are the primary basis for any damage or loss investigation. As a Customer, your five-stage tracker shows: Booked → Picked up → In transit → Out for delivery → Delivered. Operational handoff details between network agents are not exposed in the customer view.
All Parcels are accepted on a Said to Contain Basis. Patwadi does not open, inspect, or verify the contents of any Parcel. You are solely responsible for the accuracy of your declaration of contents, weight, dimensions, and value. Inaccurate declarations that result in damage, loss, or regulatory action are the User's sole responsibility.
TAT (Turnaround Time) estimates shown at checkout are based on typical corridor performance. They are estimates only, not guaranteed delivery commitments. Delays may occur due to weather, route conditions, operational constraints, or force majeure events beyond Patwadi's control. Patwadi is not liable for losses resulting from delivery delays that are not caused by its direct negligence.
Patwadi operates on verified intercity cargo corridors. Bookings are only accepted for destinations within currently active corridors. Routes outside the supported network will not be accepted at checkout.
The full current route list is available in the Patwadi app at checkout. Corridor availability may vary by date and season.
Patwadi is actively expanding its corridor network in South India. Routes to and from Bangalore, Chennai, Coimbatore, Madurai, Trichy, Hyderabad, Kochi, and Tirupati are being onboarded. New corridors will be announced in the app when they open for bookings.
For inter-state shipments (crossing state boundaries), the following GST documentation is mandatory and must be handed to the Pickup Partner at collection:
Patwadi is not liable for seizure, delay, or penalties arising from failure to provide valid documentation. The responsibility for generating and providing all required documentation rests entirely with the Shipper.
You must declare your parcel accurately at booking. Declared value, weight, and contents form the basis for pricing, liability calculations, and claims processing. Inaccurate declarations constitute a breach of the Terms of Service.
During the pilot period, maximum declared values per Parcel are:
These caps apply because cargo insurance is not yet in place for the pilot phase. Patwadi's maximum liability does not exceed the Declared Value or ₹5,000 — whichever is lower — regardless of actual value. Do not ship items whose loss would exceed this compensation limit.
The Pickup Partner will verify the weight and dimensions of the Parcel at collection against the declared figures. If the actual weight or dimensions exceed the declared figures, Patwadi may: (a) charge a differential price adjustment before completing the collection; or (b) decline to accept the Parcel. Patwadi is not responsible for delays resulting from weight or dimension discrepancies at pickup.
You must accurately describe the contents of the Parcel. Vague descriptions (such as "miscellaneous items" or "household goods") are not acceptable for parcels containing electronics, fragile goods, or items in restricted categories. If contents are discovered to be different from the declaration at any stage of transit, the Booking will be treated as an Invalid Order and Patwadi assumes no liability for the shipment.
Patwadi does not provide packaging materials. The User is solely responsible for ensuring that all items are adequately packaged before the Pickup Partner arrives. Damage caused by inadequate packaging is not Patwadi's liability.
The Pickup Partner will photograph the exterior of the Parcel at the time of collection. This photograph is a Custody Event and forms part of the immutable shipment record. If the Pickup Partner identifies inadequate packaging, they may ask you to repack before accepting the Parcel.
If you choose to proceed after the Pickup Partner has flagged a packaging concern, you acknowledge that Patwadi is not liable for any damage resulting from the flagged packaging deficiency. This acknowledgement is recorded as part of the Custody Event.
The following items are prohibited on the Patwadi network. Shipping a prohibited item is a material breach of the Terms of Service. Patwadi may refuse, impound, or hand over to authorities any Parcel found to contain prohibited items.
Do not ship: currency, coins, or cash of any amount; bearer cheques, demand drafts, or negotiable instruments; jewellery, precious metals, or gemstones; Aadhaar cards, passports, PAN cards, voter ID; bank cards (credit or debit); bank statements, cheque books; educational certificates or degree documents. Patwadi has no liability if such items are handed over for shipment.
Your Delivery Partner will make two delivery attempts at the Consignee's address at no additional charge. The Consignee must be available with a valid identity document where Patwadi requires it for delivery acceptance.
Patwadi reserves the right to require the Consignee to provide a government-issued photo ID and/or a delivery OTP before releasing the Parcel. Delivery is deemed complete when the Custody Event for the final handoff is recorded on the Platform, with the Consignee's confirmation and photograph. If the Consignee refuses to provide required identification, Patwadi may decline to release the Parcel and treat the attempt as a failed delivery.
If the Consignee is unavailable, unreachable, or refuses delivery without valid cause, the attempt is recorded as a failed delivery. No refund of freight charges is applicable for failed attempts due to Consignee unavailability or refusal. If a Consignee refuses delivery because the Parcel is visibly damaged, the refused delivery must be reported to Patwadi support within 48 hours for a damage claim to be assessed.
If delivery cannot be completed after two attempts, your Parcel is held at the destination city's network point. Storage fees apply from the moment of the second failed attempt with no grace period. After 7 days, return-to-origin (RTO) is initiated.
If an RTO Parcel is returned but the Shipper refuses to accept it or cannot be reached, additional demurrage/storage charges will continue to accrue. Patwadi reserves the right to levy suitable charges for extended storage beyond the standard holding period. These charges must be settled before the Parcel is released.
Patwadi investigates damage claims using the immutable chain of Custody Events — photographs taken at every handoff point — to determine when and how damage occurred. Claims must be filed within 48 hours of delivery.
Patwadi will review the custody photograph record for the Booking to identify the point at which damage occurred. Photographs are taken at pickup, each transfer point, and delivery. If damage is identified as occurring between two Custody Events under Patwadi's control, the claim is eligible for compensation. If damage is attributable to: inadequate packaging by the User; the contents declared by the User; force majeure; or occurs outside of Patwadi's documented custody, the claim will not be upheld.
Compensation for approved damage claims is limited to the lower of: (a) the Declared Value; or (b) ₹5,000 per Parcel per Booking. Compensation does not include indirect losses, replacement costs above the Declared Value, or consequential damages. Freight charges are not refunded in addition to damage compensation.
A parcel is considered overdue if it has not been delivered or reached its next Custody Event within 48 hours of the expected time for the given Corridor. Contact support immediately if you believe your parcel is overdue.
If Patwadi is unable to locate or recover the Parcel following a full investigation, and the loss is determined to have occurred while the Parcel was under Patwadi's documented custody, compensation is limited to the lower of: (a) the Declared Value; or (b) ₹5,000, plus a refund of the freight charges paid for the affected Booking. Patwadi is not liable for loss of parcels determined to be Invalid Orders, misdeclared, or outside of verified Custody Events.
Patwadi is not liable for loss caused by: natural disasters; vehicle accidents outside Patwadi's control; theft by third parties not under Patwadi's custody; civil unrest; government seizure; or any other force majeure event. In such cases, Patwadi will assist in filing any applicable insurance or authority claims but cannot guarantee compensation.
Patwadi support is available via WhatsApp and email. For active in-transit issues, WhatsApp is the fastest channel.
This Shipping Policy is governed by the laws of India. Disputes are subject to the exclusive jurisdiction of the courts at Chandigarh, Punjab, India. See the Terms of Service for the full dispute resolution process, including the mandatory support-first step and arbitration provisions.
Related documents: Terms of Service · Privacy Policy