HAMAAL TECHNOLOGIES PRIVATE LIMITED

Customer Terms and Conditions

www.hamaal.in • hamaaldev@gmail.com

Hamaal is a company engaged in the business of transportation and delivery of goods through Two-Wheeler Vehicles, Three-Wheeler Vehicles (Tempo/Mini-Truck), Four-Wheeler and larger trucks, and Porter/Manual Carrying services (collectively referred to as "Hamaal Services"), based out of Srinagar, Jammu & Kashmir.

General Terms and Conditions

• Consignments entrusted to Hamaal by you (hereinafter referred to as "Consignor/Sender/Customer" as the case may be) for transportation shall be on the agreed terms and conditions as specified below.
• The Consignor/Sender/Customer acknowledges that, upon their acceptance of the terms and conditions listed below, these terms and conditions shall be binding on them and Hamaal. If the Consignor/Sender/Customer opts not to agree to these terms and conditions or does not wish to avail the services provided by Hamaal, they should uninstall the application from their mobile phones and discontinue the use of Hamaal's services. Each time the Consignor/Sender/Customer sends any consignment through Hamaal's services, they acknowledge and reaffirm acceptance of the terms and conditions herein.
• These Hamaal Customer Terms and Conditions apply to the services currently provided by Hamaal, including:
• Goods Transport by Two-Wheeler
• Goods Transport by Three-Wheeler (Tempo/Mini-Truck)
• Goods Transport by Four-Wheeler / Larger Trucks
• Porter / Manual Carrying (Hamaal Labor) Services
• Other than these General Terms and Conditions, the Consignor/Sender/Customer shall also be subject to the specific terms and conditions applicable to the respective service availed.
• The Consignor/Sender/Customer warrants and undertakes that all Consignments in respect of which Hamaal is to provide its services are either owned by the Consignor/Sender/Customer or are legally in their possession or under their control, and that the Consignor/Sender/Customer is authorised to deal with the Consignments as contemplated herein. The Consignor/Sender/Customer agrees to indemnify Hamaal against any loss, damage, or claim arising from any lack of authority to contract with Hamaal for the Services, or any breach of the warranty or undertaking given under this paragraph.
• Hamaal may vary, amend, change, or update these Terms and Conditions from time to time entirely at its own discretion. You shall be responsible for reviewing these Terms and Conditions periodically to ensure continued compliance. Continued use of Hamaal's services after any such amendment or change shall be deemed as your express acceptance of the amended/changed Terms and Conditions.
• You agree that Hamaal's services are subject to all prevailing statutory taxes, duties, fees, charges, and/or costs as may be applicable from time to time. It shall be your responsibility to ensure compliance with applicable laws on payment of taxes and charges, which shall form part of the invoice raised by Hamaal.

Grievance Officer / Nodal Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, the details of the Grievance Officer / Nodal Officer are as below:

Governing Law and Dispute Resolution

These Hamaal Customer Terms and Conditions shall be governed by the laws of India. Subject to the mediation clause specified hereunder, the courts in Srinagar, Jammu & Kashmir shall have exclusive jurisdiction to deal with any matter pertaining to these Terms and Conditions.

Any disputes between Hamaal and the Consignor/Sender/Customer (or anybody claiming through or on behalf of the Consignor/Sender/Customer) ("Disputing Parties") that cannot be settled amicably within a period of 30 (thirty) days from the date of the dispute may be resolved through mediation before a mutually agreed mediator or a competent mediation body in Srinagar, J&K. The Disputing Parties shall keep the mediation proceedings confidential and shall not disclose details to any person unless required to do so under applicable law.

Claims

• Any claim (for accidents or negligence resulting in damage or loss) in respect of goods shall be made in writing within 24 (twenty-four) hours from the date of receipt of goods and sent to hamaaldev@gmail.com. In case of damaged goods, the Consignor/Customer and/or consignee must share photographs of the damaged goods along with a written description of the damage. In the absence of any such claim made within the stipulated period, Hamaal shall not be liable to process the same.
• When claiming a refund against damage, the Consignor/Customer must verify their identity as the original Consignor/Customer of the goods. Hamaal may ask for relevant information to validate the identity of the claimant. In case the identity of the claimant cannot be validated, the refund request will not be processed.
• Hamaal's liability for any loss or damage to goods directly attributable to Hamaal or its agents shall be limited to the extent of the freight amount paid, provided the amount so calculated shall not exceed the value of the goods OR INR 1,500/- (Indian Rupees One Thousand Five Hundred only), whichever is lower.
• The Consignor/Customer undertakes and agrees that, should they desire additional coverage for goods from point of origin to final destination, they shall obtain such coverage at their own cost. For any goods above the value of INR 1,500/-, the Consignor/Customer will necessarily obtain insurance coverage from point of origin to point of final destination at their own cost.
• No commitment is made for time-bound completion of service. Any estimated time of arrival/delivery provided at the time of booking is an estimate only, and there may be occasional delays for reasons outside Hamaal's control. Hamaal shall not be liable for any loss arising from such delays.
• Refund Period: All eligible refunds shall be processed within 7-10 working days from the day the claim is accepted by Hamaal, upon submission of all complete documents pertaining to the dispute by the Consignor/Customer, except where such refund cannot be processed due to reasons not attributable to Hamaal.

Goods Transport — Specific Terms and Conditions

The following terms and conditions relate to all goods transport services provided by Hamaal. Consignors availing any Hamaal transport service agree to be bound by these terms and any other general or specific terms and conditions notified by Hamaal from time to time.

Packaging Instructions

Consignors shall adhere to the following packaging instructions:

(i) Cover the goods completely, securing ends with tape.

(ii) For fragile items, use bubble wrap ensuring corners and edges are well protected.

(iii) Use stretch wrap for items that might shift during transit.

(iv) For items packed in boxes, fill void space with crumpled paper or cushioning material to prevent shifting.

(v) Seal using strong tape designed for shipping, such as pressure-sensitive packing tape or water-activated tape.

(vi) Avoid using string in place of tape.

Hamaal shall not be liable for any damage caused to goods due to poor or inadequate packaging by the Consignor. Use of Hamaal's services for fragile items is entirely at the Consignor's own risk.

General Obligations of the Consignor

• The Consignor warrants they are the owner or authorised agent of the owner of the goods being transported and is authorised to accept these terms and conditions.
• The Consignor is required to accurately fill in all particulars of the consignment and trip details in the Hamaal mobile application at the time of booking, which shall constitute the Goods Forwarding Note.
• Upon receipt of the Goods Forwarding Note, Hamaal shall issue a Goods Receipt/Consignment Note to the Consignor.
• The Consignor shall only use Hamaal's services for lawful purposes and shall not use them for any illegal, unlawful, or prohibited purpose.
• The Consignor warrants that the description of the consignment as entered in the application accurately reflects the actual contents and that such consignment does not include any Restricted Items.
• All consignments agreed to be delivered by Hamaal are on a "said-to-contain" basis. Hamaal has the right, but is under no obligation, to verify the contents of any consignment declared by the Consignor.

Restricted Items

The Consignor shall not book any consignment containing any of the following Restricted Items:

• The Consignor further agrees not to hand over any Restricted Documents/Articles including, but not limited to, education certificates, passports, Aadhaar Cards, bank statements, credit/debit cards, bank cheques, or currency items. Hamaal is not licensed to carry Restricted Documents/Articles and shall bear no liability in such cases.
• Hamaal maintains a zero-tolerance policy towards misuse of its services for transportation of illegal/prohibited items and reserves the right to report such instances to law enforcement authorities.

Mis-declaration of Goods

• Reverse Liability: In the event of mis-declaration of goods (including where goods are already damaged, damage other goods during carriage, or are illegal), the Consignor/Customer shall be liable for all damages, including consequential and third-party damages.
• Void Liability: In the event of mis-declaration, Hamaal shall not be liable for any claims on compensation, logistics costs, declared value of goods, or any statutory/legal responsibilities pertaining to such goods.

Delivery Terms

• Consignors must provide the accurate delivery address at the time of booking. Requests to update the delivery address once the consignment leaves the place of origin cannot be entertained.
• The consignee must be available at the drop-off location at the time communicated for delivery. In the event the consignee is unavailable or refuses delivery, the Consignor will be contacted. If unreachable, the consignment may be returned to the pick-up location or disposed of in any suitable manner at Hamaal's discretion.
• Consignments cannot be delivered to PO boxes. Hamaal does not provide doorstep delivery; consignments to addresses with a central receiving area will be delivered to that area only.
• When loading the vehicle, the Consignor agrees not to exceed the weight and size details specified at the time of booking. Hamaal reserves the right to reject goods exceeding these specifications.

E-Way Bill

The Consignor shall be solely responsible for preparation and generation of the E-way Bill (including Part-A and Part-B) and shall ensure all details therein are true and accurate. The Consignor shall provide a copy of the E-way Bill to the driver/delivery partner at the start of the trip. In the event of vehicle breakdown or delivery delay, the Consignor shall make necessary changes to Part-B of the E-way Bill in a timely manner and furnish a copy to the driver. Hamaal shall not be responsible for any consequences arising from mis-declaration or non-compliance with E-way Bill requirements.

Lien on Goods

Hamaal shall have a lien over all goods/consignments in its possession in respect of any sums due from the Consignor. If a consignment remains undelivered for more than 48 (forty-eight) hours from the date of first tender for delivery, demurrage/warehouse charges shall apply at rates fixed by Hamaal from time to time. If a consignment is not received or claimed within 7 days from the date of first tender, Hamaal shall have the right to proceed with the sale of such goods to realise all its dues.

Force Majeure

Hamaal shall not be liable for any delay, mis-delivery, non-delivery, loss, or damage caused by acts of God, force majeure, or circumstances such as war, epidemics, pandemics, acts of public enemies, strikes, embargoes, civil unrest, political disturbances, accidents, arrests, seizures under legal process, government orders, or any other cause beyond Hamaal's reasonable control. Given the geographic and climatic conditions of Jammu & Kashmir, force majeure events shall also include severe weather events, natural calamities including floods, avalanches, landslides, and road blockades.

Manual Carrying (Hamaal Labor) Services — Specific Terms

In addition to the General Terms and Goods Transport Terms above, the following conditions apply specifically to Hamaal's Porter/Manual Carrying (Hamaal Labor) services:

• The Consignor/Customer must ensure that they or their authorised representative are present at the time of availing Hamaal Labor services.
• Packaging, assembly/disassembly, dismantling, and rope-pulling of goods are not included in Hamaal Labor services.
• Technical assistance is not included. If any machine, appliance, or electronic gadget requires technical assistance for locking/unlocking or installation, it is the Customer's responsibility to arrange for such assistance separately.
• Goods heavier than 50 kg or that cannot be safely lifted by 2 persons cannot be moved using Hamaal Labor services (e.g., king/queen-size cots, large wardrobes/almirahs, 5-seater sofas, items exceeding 7 feet in any dimension).
• Hamaal Labor services are subject to availability in specific territories as communicated through the Hamaal application.

Additional Terms

• Customer Specification of Goods: The Customer shall accurately specify details of the goods at the time of booking, including nature, quantity, volume, and specifications.
• Blocking of Access: Hamaal may block a Consignor's/Customer's access to its services, in whole or in part, at any time and for any reason, at Hamaal's sole discretion, without prior notice or liability. Reasons may include violation of these Terms and Conditions, applicable law, misuse of services, security risks, or fraudulent activities.
• Cash on Delivery: If a Consignor/Customer opts for a cash-on-delivery payment option, the full amount as reflected in the app must be paid to the delivery partner upon completion of services. In case of non-payment or deficit payment, Hamaal shall be entitled to levy additional charges, suspend the customer's account, or initiate legal proceedings for recovery.
• Cancellation: Cancellations made after driver/delivery partner allocation may incur a cancellation fee as per Hamaal's prevailing policies, which shall be communicated at the time of cancellation.
• Invoice Discrepancy: Any discrepancy in the invoice value must be brought to Hamaal's attention within 7 days from the date of receipt of the invoice. No modification requests shall be processed after the expiry of this period.
• Reward Schemes: Users may be eligible for rewards, vouchers, or cashback as per the prevailing schemes announced by Hamaal from time to time.
• Limitation of Liability: Under no circumstances will Hamaal or any of its directors, officers, employees, agents, or contractors be liable to the Consignor/Customer or consignee for any indirect, incidental, consequential, special, or exemplary losses or damages, including but not limited to loss of income, profits, or other consequential losses.
• GST Compliance: Where the Consignor/Customer is registered under GST regulations, the same must be intimated to Hamaal through the Hamaal App. Any changes in GSTIN status must be communicated prior to initiation of service. Hamaal, as a Goods Transport Agency (GTA), has opted for tax on reverse charge basis for transportation services rendered to GST-registered customers. Accordingly, GST-registered Consignors/Customers shall be liable to pay GST under the Reverse Charge Mechanism (RCM) on invoices raised by Hamaal.
• Enterprise Customers: Enterprise customers availing Hamaal's services through API integration shall also be subject to these Hamaal Terms and Conditions.

These Terms and Conditions were last updated on 09/06/2026. Hamaal reserves the right to revise these terms at any time. Please check www.hamaal.in periodically for updates.

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