Terms of Services

As a user of this website you acknowledge that you are bound to our Terms and Conditions below. These Terms and Conditions are effective as of 1st of December 2023.

Please read these terms carefully before using the Site. Using the Site indicates that you accept the General Conditions. If you do not accept the General Conditions, please do not use the Site.

We may revise the Conditions at any time. You should check the Site from time to time to review the current version of the Conditions because they are binding on you.

Definitions

Listed below are the terms that will be found in these terms of carriage:

• Parcel : Individual boxed item that has a single Dwarka Courier label.
• Consignment : A group of parcels sent through our service.
• Customer/Sender/User: The party who contracts with VRHK to arrange collection and delivery of a parcel/consignment and who is responsible for payment of all Charges associated with delivery.
• Consignee/Receiver :The person who is receiving the parcel/consignment sent through VRHK.
• The relevant collection point : Means the address at which any Parcel/Consignment is to be collected by the our team.
• Driver release areas : means that the carrier deems this a 'safe' area and parcels can be left at the door without a signature. This only applies to certain services to certain areas.
• Shipping Label/AirWay Bill/Commercial Invoice : The documentation placed on/with the parcel.
• Working Day : Monday to Friday from 10am to 7pm within the INDIA, excluding public and bank holidays.
• Guarantee : Collection or delivery guarantee on applicable services or 'your money back'.
• Compensation Cover : This is Transit cover that provides cover against Loss and/or Damage. This cover does not apply to goods present on the Restricted and/or Prohibited list and any premium paid for cover on items which are on these lists is not refundable in the event of loss or damage.
• Charges : All charges payable by the Customer including but not limited to charges for the Carriage, surcharges (including but not limited to emergency, operational and fuel surcharges), storage charges, GST, interest, fines, administration charges, duties, Customs duties, levies, Insurance premiums and any other amounts properly chargeable by 'VRHK' to the Customer in connection with the Carriage or imposed by regulatory bodies in relation to the Consignment(s) and any other amounts payable under these terms.
• Contract : The agreement between the Customer and VRHK for provision of services.
• Member : Means a person who has Registered on the site (and "Membership" means the status of being a Member);
  The Company/Site : www.vrhkonline.com.
• Access : We will ensure that the Site is available 24 hours a day, we shall not be liable if, for any reason, the Site is unavailable at any time or for any period.

Access to the Site may be suspended temporarily in the case of a system failure without notice, It may be also not accessible when maintenance or repair and for any reasons beyond our control.

Disclaimer

VRHK is not responsible for any incorrect or inaccurate content posted on the Website or in connection with Services, whether caused by VRHK, Members, or by any of the equipment or programming associated with or utilized by VRHK. Under no circumstances will VRHK or any of its affiliates, advertisers, promoters or distribution partners be responsible for any loss or damage, including personal injury or death, resulting from anyone's use of the Services, any content posted on the Website or transmitted to Members, or any interactions between Members, whether online or offline. Services are provided "AS-IS" and VRHK expressly disclaims any warranty of fitness for a particular purpose or non-infringement. VRHK cannot guarantee and does not promise any specific results from use of Services.

Information about you and your visits to our site

In order to view quotation results, you must provide your email address and name, and select whether you are a business or personal user of the site. This is for verification and you will be added to our mailing list so we can inform you of important updates to our services, along with informing you of promotions and special offers. By providing these details at this stage, you agree to receive emails from us.

Any information about you that we process will be processed in accordance with our Privacy Policy. By using the Site you consent to such processing.

Our Obligation to the customer

We reserve the right to without notice - Introduce, change, remove any pricing, Service or discount that is available online.

here will be between 1-3 delivery attempts that will be made for each consignment, depending on the service used for the delivery. If the parcel/consignment(s) has to be returned to the sender, then a return charge will be applied and the customer understands they are liable for this. Should the consignment be returned to our Head Office it is the Customer's responsibility to pay to have the item collected and delivered to their designated delivery address and accept liability for any return charges originally applied to the order.

Please ensure the correct parcel is given to the correct collecting agent that you have chosen at the time of ordering. Please also ensure that when sending multiple parcels, the correct labels are attached to the correct parcels as miss-labelled parcels cannot be re-shipped free of charge. It is the responsibility of the customer at the collection point to ensure the correct parcel is given to the correct courier. Should a parcel be given to the incorrect courier an additional surcharge may be applied to the order to have the parcel returned. No refund can be given on the original order due to an incorrect parcel being handed to a courier.

Export services can be collected from a Residential address or Business. Please note the Import services are collection from a Business address only. We can only deliver to a full street address. We cannot deliver to a PO Box. If a consignment has to be returned for this reason, no refund will be given.

We have the right to refuse a consignment for a given reason such as No Packaging, insufficient packaging or the consignment being too large. In addition, 'VRHK' has the right to refuse any order from our system.

All customer services queries/claims must be directed through 'VRHK' who will then contact the relevant carrier on the sender's behalf. If the carrier is contacted directly, VRHK may not be able to assist you with your query at a later date and this could also affect your right to make a claim with VRHK.

Please note that not all service offered by 'VRHK' require the receiver's signature upon delivery. It is the customer's responsibility to check the information on the services on 'VRHK' to see if the service they are choosing requires a signature on delivery or not. Should a service be selected where no signature is required no claim for loss can be made if there is a valid delivered scan available.

Payment is taken by our automated system at the end of your order once the service has been booked with our carrier. All prices quoted on our web site are in pounds sterling. We reserves the right to refuse any order and will process payment security checks on certain transactions and values.

The order and any cancellation of order will be confirmed in writing via e-mail. If this is not received, please contact our offices via the Contact Us page on our site, where the transaction will be confirmed by a member of our Customer Support team.

Tracking is available through our Web site. It is the customer's responsibility to track all shipments. Tracking is available up to a period of 12 weeks from making the booking. At that stage the tracking number may be re allocated.

Proof of Delivery will be also provide from our side, when customer required for this.

Customer's Obligation

The Customer shall undertake the following conditions:

All Consignments are appropriately and securely packaged for Carriage taking into account the content of the Consignment and ensuring that it does not cause damage or injury to equipment, personnel or otherwise; any parcel not packaged according to the packaging guidelines may be refused for transit or returned to the original sender without being delivered. Additional surcharges for the packaging being made secure during transit may be levied and no claim for damage can be accepted in this case.

All consignments will have each individual box or parcel declared on the Booking in order that the correct price and service can be provided to the customer. Under no circumstances should multiple boxes be attached together and sent as one parcel. In any such instance, where the parcels become separated in transit any claim shall be rejected and additional surcharges applied to the order which the customer shall pay before delivery of the parcels.

All Consignments are correctly labelled, and that all labels shall be securely fixed, clear, legible and placed on the largest flat surface of each parcel comprising the Consignment for easy visibility. If the Sender has failed to adequately label any parcel within the Consignment then VRHK shall be entitled to refuse to carry the entire Consignment. VRHK shall not in any circumstances be liable for any late delivery, miss-delivery or non-delivery caused by or contributed to by the deficient or ambiguous labelling or any other failure by the Sender of its labelling obligations

Courier services which specifiy the need for a printer should have the courier specific shipping Label printed and attached to the parcel. Any parcel sent without the courier's shipping Label will be subject to additional surcharges from VRHK and potemntial delays in service. No tracking updates will be viewable through the VRHK's website. Should any parcel be sent without the correct shipping Label or documentation, no refund will be given and this will also void any future claims which may arise.

Shipments travelling internationally may be required to have additional paperwork and information supplied to the "VRHK" to enable the shipment to progress on its journey. VRHK aim to provide all the necessary documents to the customer after payment however liability to ensure that all the paperwork is present remains with the customer. The customer is responsible for ensuring that the parcel and all necessary documentation needed for International shipments is present before the courier collects. Any parcel, refused, returned or undelivered due to missing or incomplete documentation will not be eligable for a refund and additional surcharges may be applied which will be paid by the customer.

All data to be provided by the Customer (including by electronic means) in relation to the ordering, labelling, Carriage or invoicing of the Consignment shall be accurate, complete, of the correct type, and be provided in a timely manner as required by the Company. Such data shall include but not be limited to the weight & size of the Consignment; an accurate description of the contents of the Consignment; a full and accurate name and address of the Receiver including the postcode, a mobile telephone number, email address and a day time landline telephone number. If the Customer has failed to provide all such necessary data, then we shall be entitled to refuse to carry the Consignment and/or may charge the Customer accordingly.

The consignment complies with all legal and statutory obligations and regulations regarding the Carriage of Consignments by road, sea and air.

The Customer shall fully indemnify for any costs, expenses, loss or damage howsoever arising out of its failure to comply with the provisions of this section.

Delay in Service

Delay in service may be under the following conditions:

• Acts of God (Adverse weather conditions that may cause immediate and future delays on all services)

War, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection or military or usurped power, or loot, sack, or pillage in connection therewith.

• Ionising radiations or contamination by radioactivity from any nuclear fuel on from any nuclear waste from the combustion of nuclear fuel

Radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or nuclear component thereof

• Pressure waves caused by aircraft and other aerial devices travelling at sonic or supersonic speeds
• The absence, failure or inadequacy of packing or packaging.
• The absence or incomplete paperwork needed for the shipment
• The Shipping Label provided for the service has not been used
• No Refund can be given for a delayed service for any of the above caused.

Liability

The Company, its servants or agents shall not be liable to the Customer in any circumstances or to any extent whats oever in respect of damage caused to the consignment unless written notice is received by the Company within 4 Calendar days of the consignment being delivered.

The written notice must be via e-mail at edp@vrhkonline.com and include all the necessary supporting documentation. Any documents missing from the claim and/or submitted outside of the four calendar days timescale will result in the claim being rejected.

Any claim for partial loss of a consignment or dispute in the delivery where a delivery scan is available must also be raised with VRHK in writing via our online claim form within 4 Calendar days of the delivery accompanied by all the necessary documents. Any documents received outside of this timescale will result in the claim being rejected.

For loss of the complete Consignment written notice must be received by the Company - again, via email at edp@vrhkonline.com, within 7 Calendar days of the estimated delivery date. Please allow up to 45 working days for any claim to be raise by customer.

Please note that not all services provide cover for damage to consignments during transit. You should check with Dwarka Courier for specific service information in regards to cover included with each service. Should a consignment be sent via a service where no damage cover is available any claim made will be rejected for this reason.

If the Company is at any time be prevented from or delayed in starting, carrying out or completing any services described in the Schedule by reason of strikes, lockouts, labour disputes, weather conditions, traffic congestion, mechanical breakdown or obstruction of any public or private road or highway or any cause whatever beyond the Company's control, the Customer shall have no claim for damages or otherwise against the Company its servants or agents for any consequential loss as a result thereof provided that in the case of mechanical breakdown of one of the Company's vehicles the Company shall use its best endeavours to provide a replacement vehicle with the minimum practicable delay. No refund can be given in such instance where the service received was delayed for reasons outside of VRHK's direct control.

The Company, its servants or agents shall not in any circumstances be liable for any late delivery or miss-delivery or non-delivery caused or contributed to by any deficient or ambiguous labelling of the Consignment.

Any item that is listed in our Prohibited Items list & Restricted Items list will be exempt from our liability cover for any type of claim. Please check our Prohibited Items list & Restricted Items list prior to booking to ensure the item being sent is not listed. By accepting these terms and sending the item you are agreeing that if the item is listed then no claim can be raised and any additional transit cover purchased will be void and non-refundable.

Any consignment sent on any service booked through VRHK with incorrect weight and dimensions entered at the point of booking, will not be covered under the transit compensation scheme. This includes the standard cover and any additional cover purchased will be void and non-refundable. Additional surcharges may also apply and the Customer will be liable to settle these prior to delivery of the consignment.

That may be subject to a surcharge for being too large or too heavy will not receive any transit cover neither the free included amount or any additional cover purchased.

The person placing the order is responsible for the information entered. We will deal with the person who placed the order only. We will not be held responsible for wrong information that is entered during the order process and no refunds will be given in this instance.

Liability is limited to the negligence of the company carrying the goods. This is then limited to the customer who placed the order with us.

Loss, damage and Money Back Guarantee's under the following conditions will not be covered:

• Act of God (Adverse weather conditions that may cause immediate and future delays on all services)
• Consequences of war
• Insufficient packaging
• Incorrect labelling
• Prohibited and restricted contents
• Force majeure

Liability is limited to the value of the item, excluding postage and packaging costs, up to the maximum amount of compensation cover included and/or purchased and to the cost of sending the item only, excluding any premiums paid for additional compensation cover in case of loss of the consignment.

We will not be liable for any further claim for any loss of profit, administrative inconvenience, disappointment, or indirect or consequential loss or damage arising out of any problem in relation to the service you ordered.

If the sender, combines packages (assuming they are under service restrictions) without putting them in an outer box, and the parcels come apart in transit then no claim can be accepted and the customer accepts that additional surcharges may be applied to the order.

Nothing in this Agreement shall be deemed to limit or exclude VRHK's liability for fraud or for death or personal injury caused by VRHK's negligence or to the extent otherwise not permitted by law.

You will indemnify VRHK in respect of all claim demands, damages, liabilities, costs or expenses incurred by VRHK or VRHK's employees, agents or sub-contractors in relation to any claims by third parties arising in connection with this agreement, or as a result of VRHK providing services, which are in excess of the liability of VRHK under this agreement.

Please note that we will accept no liability for the packaging advice it provides. The customer remains responsible for ensuring packaging is adequate for transportation.

Collections and Deliveries

In the event that we are unable to collect the Consignment or any part there of, we will either leave details of the attempted Collection at the Relevant Collection Point or update the tracking information on the website to show the attempted collection. All re-bookings of collections must be made direct with the with VRHK's customer support team. Please note that any collection that has been missed by fault of the customer may incur a surcharge that is payable by the customer prior to the order being re-booked with the courier.

If the Consignment has not been delivered, VRHK will return it to their warehouses, after leaving at the relevant delivery point a request for the consignee to contact us to make alternative delivery arrangements. If no such contact is made within a reasonable time-frame we will either retain the Consignment or return the parcel and the customer will be liable for any additional charges that may be incurred.

If, on attempting to deliver a Consignment to a school on similar institution, VRHK finds that such school or institution is closed for holidays or other reason, we may apply a storage charge for retaining the Consignment at its premises and shall be allowed a reasonable time to deliver the Consignment once the school or institution re-opens.

Loading and Unloading

When collection or delivery takes place at the Customer's premises the Company shall not be under any obligation to provide any plant, power or labour which, apart from the Company's servant, may be required for loading or unloading at such premises.

Any consignment (or part thereof) requiring special appliances for loading and/or unloading is accepted for carriage only on condition that such appliances are available at the relevant collection and/or delivery points. Where such special appliances are not available as aforesaid and if the Company agrees to load or unload such Consignment (or part thereof) the Company shall be under no liability whatsoever to the Customer for any damage however caused, in the course or as a result of loading or unloading such Consignment without such special appliances, whether or not by the negligence of the Company or its servants or agents, and the Customer shall save harmless and keep the Company indemnified against any claim or demand arising out of such loading or unloading.

Prohibited & Restricted Items

Please check our dedicated Prohibited Page for Prohibited and Restricted items list before placing your order. You can do this by viewing the Prohibited & Restricted Items list.

Both Prohibited and Restricted items could be subject to non collection, delay, return or confiscation by Customs. No refund of postage will be made and compensation claims will be void.

Prohibited items can't be sent through our services. If any one of the items in the Prohibited Items list is collected by a driver you are then liable to be surcharged and your parcel returned.

Restricted Items can be sent but will travel without any inclusive or additional damage / loss cover and are therefore sent at the owners risk, no claim can be made under any circumstances for items in this list.

The Customer undertakes that VRHK shall not be required or caused to carry or convey anything if such carriage or conveyance would be unlawful. The Company reserves the right to refuse any parcels which are neither the property of, nor sent on behalf of, the Customer.

Surcharges

Below are the circumstances in which the surcharges and additional charges become payable. The value payable will depend on the carrier used.

By entering the weight and dimensions of your consignment(s) you are pre paying for the carriage based on these parameters. It is very important that you accurately declare the weight and dimensions of each parcel in your consignment. Every parcel will be scanned and weight by the VRHK. If the consignment(s) are heavier than stated then additional charges will be applicable. Additional charges will be confirmed in writing.

Additional charges may also be applicable where the Sender or the Recipient may have, by their actions, caused a failed or delayed collection or required additional packaging to secure a parcel.

Transit times must be checked for the service ordered. On some services there will be a surcharge if a redelivery is necessary.

Some areas will be subject to a remote area surcharge. This will be calculated in the quoting system at the time of booking.

The Customer will be required under this Agreement to pay the full cost of the original fee calculated at the checkout should they cancel an order after it has been processed. Users are also liable for any additional surcharges that are levied by us as a result of their cancellation.

Damaged / Lost Claims

Items not boxed or sufficiently packed are excluded from our services and could be subject to delay / return / held for collection by the customer. Such goods could also be discarded if:

• They are damaged to such an extent such as smashed glass , or cause a concern in regards to health and safety regulations.
• If goods have been held for collection by customer and the time limit advised has been exceeded. Please be aware in such a circumstance, the customer will be aware that collection of said goods must be arranged by a certain date or the goods may incur storage charges, and finally discarded at a cost payable by the sender.
• If the Sender combines packages without putting them in an outer box and the parcels come apart in transit, then no claim can be made against the consignment and the customer will be liable for any surcharges applied to the order.
• No claim for loss or damage can be made on any Prohibited / Restricted items. Any additional compensation cover purchased on any Prohibited / Restricted items will be void and non-refundable. It is the responsibility of the customer to check that the item they are sending is not included in the Prohibited / Restricted items list prior to booking and sending the parcel.
• In order for a customer to make a claim for a damaged parcel and/or contents - it is of paramount importance that the parcel is signed for as 'DAMAGED' otherwise any claim for damage will be refused. It is therefore the customers / recipients responsibility to check the contents of the parcel upon delivery to ensure there is no damage. If the recipient signs for a parcel in 'GOOD CONDITION' or 'UNCHECKED' then no claim for damage will be accepted under any circumstances, regardless of any tracking information entered or advise directly from Dwarka courier. It is the customer's responsibility to inform the recipient of these terms and conditions also.
• In the event of damage, a Prohibited/Restricted item may be held for collection by our team. This may be the case if the goods are Prohibited and cannot be sent or damaged to such an extent that onward forwarding is not possible. If this is the case you will be notified in writing that goods must be collected within 7 days following this point they will be discarded. If the goods are so badly damaged that the contents are destroyed or that the goods pose a Health & Safety risk then they may be immediately discarded, again you will be notified in writing. No claim can be made on a Prohibited / Restricted item.
• In the unlikely event of a claim needing to be made please complete the online claims form and we will assist in the claim process. In the event of a claim - a copy invoice will need to be provided to prove the value of the consignment(s). All claims (damage, loss, Part Loss, ETC) must be brought to our attention via VRHK's claim form with all relevant evidence (as requested) within 7 working days of the scheduled delivery date.
• Claims will only be accepted via our online claim form. Claims received by any other method may be rejected.
• The claim can only be submitted, discussed and paid to the person who made the booking via our website, whose details were entered into our system at the time of ordering.
• Claims can only be re-considered up to a period of 7 calendar days after a decision has been reached. If you wish to contest any claim decision, please write to the Customer Service Manager within this defined period. Any appeal or re-consideration request received outside of this timescale may be rejected.
• In the event of damage - repair costs must be supplied. If the item cannot be repaired then we would need this in writing from a specialist for the full claim amount to be considered.
• No claim can be made for an item that has been requested to be returned but then delivered to the receiver. We cannot guarantee to stop any item once in transit, although will try and do so if requested.
• Consignments collected and/or delivered in certain areas in Scotland, Wales, Cornwall, Northern Ireland and Offshore Islands may be subject to a 24-48 hour delay. Which can take up to 7 days, please check before sending. Such areas are not guaranteed and no claim can be made in the event of delay.
• No claim can be made for an item delivered without signature to a 'Driver Release area'.
• No claim can be made for an item that was sent on a service that does not require a signature upon receipt.
• No claim for damage can be made where an item has been sent on a service that does not include damage cover. It is the customers responsibility to check the service information available on VRHK.
• No claim for damage can be made where there is no physical damage to the item externally and the damage is internal. IE the item was sent working and turning on and when it arrived it would not power up.
• A lost claim can only be processed once we have made extensive searches and seems the goods as lost. This process can take up to 45 working days to be completed.
• The claims process is aimed to be resolved within 30 working days of notification and all decisions are made at the sole discretion of VRHK. Please allow up to 45 working days for a resolution.
• VRHK do not guarantee these timescales and are to be used as an estimate only. It's apply for all claims.

Complaints

Our aim to provide outstanding customer service. If you have any complaint about the service you have received from us, please contact our Customer Service Department. Please allow 7 working days for a response to any written complaint.

Law Applicable

This agreement shall be construed in accordance with the laws of India and the Courts of India shall have exclusive jurisdiction in relation to any matters arising out of this Agreement.

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