Patwadi Shipping Policy

Effective date: 14 June 2026

This policy covers how your parcel is handled from pickup to delivery.

1. How Patwadi works

Patwadi moves parcels between cities on private bus networks. Your parcel is handled by a local pickup partner, a linehaul conductor on the bus, and a local delivery partner at the destination. Every handoff requires a verification code and a photo — this is your proof of custody at every step.

2. Supported corridors (pilot)

Currently serving: Delhi, Chandigarh, Shimla, Mandi, Manali, and Mumbai–Pune. Bookings outside supported corridors will not be accepted at checkout.

3. Declaring your parcel’s value

You must declare an accurate value for your parcel at booking. Undeclared or undervalued items affect your eligibility for compensation if something goes wrong.

Pilot value caps:

General parcels: maximum declared value ₹10,000
Electronics (laptops, tablets, phones, consoles): maximum declared value ₹5,000

These caps apply until cargo insurance is in place.

4. Packaging requirements

All items must be properly packed before pickup.
Fragile items (glass, ceramics, instruments, monitors) must be bubble-wrapped and boxed. Patwadi will not accept fragile items in inadequate packaging.
Your pickup partner will photograph the parcel’s condition at collection. If packaging is inadequate, they may ask you to repack before accepting.
If you choose to proceed with packaging the pickup partner has flagged as a risk, you acknowledge that Patwadi is not liable for damage caused by packaging failure.
Patwadi is not liable for breakage caused by poor packaging that was accepted.

5. Prohibited items

The following items cannot be shipped via Patwadi under any circumstances:

Cash, currency, or negotiable instruments
Jewellery, precious metals, or gemstones
Alcohol or tobacco
Narcotics, controlled substances, or illegal items
Weapons, ammunition, or explosives
Live animals
Perishable food items
Hazardous materials (flammable, corrosive, toxic)
Items with a declared value exceeding ₹10,000 (₹5,000 for electronics)

Booking a prohibited item is a breach of our Terms of Service.

6. Delivery attempts

Your delivery partner will make two delivery attempts at the destination address at no extra charge.
The second attempt will be made within 24 hours of the first.
If the recipient is unavailable after two attempts, storage fees apply immediately (see Section 7).
Additional delivery attempts after the second may be arranged at ₹150 per attempt by contacting support.

7. Storage and return

If delivery cannot be completed after two attempts, your parcel is held at ₹100 per day. Storage begins immediately after the second failed attempt — there is no grace period.
Maximum holding period: 7 days from the second failed attempt.
After 7 days, a return-to-sender process begins. Return freight is charged at the same rate as the original booking.
If the sender cannot be reached for return within 30 days, the parcel may be disposed of per applicable law.

8. Damage claims

Claims for damaged parcels must be filed within 48 hours of delivery. Claims after this window will not be accepted.
To file a claim: WhatsApp +91 80918 89969 with your order ID and photos of the damage.
Patwadi will compare your photos against the custody record (photos taken at every handoff) to determine when and how damage occurred.
Compensation is limited to the lesser of declared value or ₹5,000 (see Terms of Service Section 6).

9. Lost parcels

A parcel is considered overdue if it has not been delivered within 48 hours of the expected arrival time for your corridor.
If your parcel is overdue, contact support immediately. Our team will investigate the custody record and escalate to emergency recovery if needed.
If a parcel cannot be recovered, compensation is limited to the lesser of declared value or ₹5,000 plus a refund of your freight charges.

10. Support

WhatsApp: +91 80918 89969
Email: support@patwadi.com
Hours: 8am–10pm IST daily
Response SLA: within 2 hours during support hours; within 30 minutes for active in-transit exceptions.