Terms & Conditions

1. Transit Time

1. All transit times refer only to working days, which exclude Saturdays, Sundays, national holidays, and public holidays.
2. Transit times provided are tentative estimates only and not guaranteed delivery timelines.
3. Delivery may be delayed due to factors beyond our control, including but not limited to:
   • National/regional festive seasons
   • Disruptions in road, air, or surface transport
   • Peak seasonal loads
   • Weather issues such as storms, floods, fog, or natural calamities
   • Strikes, labour unrest, political events, or lockdowns
   • Customs delays or inspections (for international shipments)
   • Operational issues or “Acts of God”
   The Company shall not be liable for any compensation arising from such delays.

2. Right of Inspection

1. Countryside Express reserves the right to open and inspect any shipment at any time during transit for safety, security, or regulatory reasons.
2. Any prohibited or suspicious shipments may be withheld, returned, or handed over to authorities without prior notice.

3. Packaging Responsibility

1. Customers must ensure their shipment is packed securely and appropriately.
2. The Company is not responsible for damage resulting from improper, insufficient, or faulty packaging.
3. Fragile, perishable, liquid, or high-value items must be packed as per industry standards.

4. Weight, Charges & Volumetric Calculations

1. Actual weight or volumetric weight—whichever is higher—will be charged.
2. Volumetric Weight Formula:
   • Domestic Air Express: (L × W × H in cm) / 6,000
   • Domestic Surface Express: (L × W × H in cm) / 4,750
   • Domestic Surface Cargo: (L × W × H in cm) / 4,500
   • International Air Express: (L × W × H in cm) / 5,000
3. Final billing weight may be re-evaluated at our hub based on standard carrier guidelines.

5. International Delivery Timelines

1. International transit times exclude: Saturdays, Sundays, Public holidays and regional holidays in transit or destination countries.
2. Customs clearance time is not included in delivery timelines.

6. Customs Duties & Regulatory Compliance

1. All international shipments are subject to customs rules of the destination country.
2. Custom duties, taxes, inspection charges, or penalties (if levied) must be paid by the receiver.
3. If the receiver refuses to pay duties, the shipment may be returned, abandoned, or destroyed as per destination regulations, and the customer will bear all associated costs.
4. Customer is responsible for:
   • Correct KYC documentation
   • Accurate invoice details
   • Compliance with export/import laws

7. Prohibited & Restricted Goods

1. Customers must ensure the shipment does not contain items prohibited by:
   • Indian authorities
   • Airline/transport regulations
   • International customs laws
   • Dangerous Goods (DG) guidelines
2. Shipments containing undeclared hazardous or restricted items may be seized, destroyed, or penalized by authorities.

8. Liability, Insurance & Claims

9. Undelivered or Unclaimed Shipments

1. In cases where the receiver is unavailable, refuses delivery, or fails to clear customs, the shipment may be returned or abandoned as per carrier policy.
2. Any return charges, storage charges, customs penalties, or disposal costs will be borne by the customer.

10. Address, Contact Details & Delivery Attempts

1. Customers must provide accurate and complete receiver details.
2. Incorrect or incomplete addresses may lead to delays or non-delivery.
3. Delivery attempts vary by location and carrier guidelines.

11. Shipment Tracking

1. Tracking information is updated by carrier systems and may vary depending on network timelines.
2. Tracking delays are not grounds for claim or compensation.

12. Force Majeure

The Company shall not be held liable for delays or losses caused by circumstances beyond control including natural disasters, war, political disturbances, pandemics, system failures, or any “Act of God”.

13. Governing Law

These Terms & Conditions shall be governed by the laws of India. Any disputes shall fall under the jurisdiction of Mohali, Punjab, India.

14. Shipper’s Responsibility

1. The customer must ensure that all information provided—name, address, contact number, invoice value, item description, contents—is accurate and truthful.
2. Any incorrect, misleading, or incomplete declaration may result in:
   • Shipment delays
   • Customs penalties
   • Seizure or destruction of goods
   • Return charges borne by the customer
3. The customer shall indemnify Countryside Express against any legal liabilities arising out of false declarations.

15. Dangerous Goods & Special Categories

1. The Company does not accept prohibited items such as:
   • Explosives, flammable items, chemicals, batteries (certain types)
   • Currency, bearer documents, illegal substances
   • Precious metals, gems, jewellery (unless specifically allowed)
   • Live animals, firearms, radioactive materials
2. If such items are found during inspection, the shipment may be returned, seized or handed over to authorities.

16. Remote Area Deliveries

1. Deliveries to remote or rural locations may have:
   • Extended delivery timelines
   • Additional surcharges
   • Limited delivery attempts
2. Remote area classification depends on the carrier’s database.

17. Return-to-Origin (RTO) Policy

1. If a shipment is undelivered after multiple attempts or refused by the receiver, it may be returned to origin.
2. RTO charges, customs fees (international), and re-delivery charges must be paid by the customer.
3. Transit time for RTO is not guaranteed and may be longer than forward movement.

18. Data Protection & Privacy

1. Customer data is collected for the purpose of shipping, documentation, and compliance.
2. Countryside Express does not sell or misuse customer data.
3. Carrier partners may access shipment details strictly for operational purposes.

19. Storage & Warehousing Charges

1. If shipments remain unclaimed or undelivered for reasons beyond our control, storage charges may apply.
2. Such charges in international shipments may be imposed by customs or airline warehouses and must be paid by the customer.

20. Shipment Tracking & System Updates

1. Tracking statuses are provided by carrier systems.
2. Occasional delays in tracking updates do not indicate shipment loss.
3. Tracking inaccuracies cannot be used as grounds for compensation.

21. Interception or Redirection Requests

1. The Company will attempt to modify shipment details (address change, hold request, redirection), but success depends on carrier policies.
2. Additional charges may apply.
3. Delivery changes after dispatch are not guaranteed.

22. Tampered or Open Shipments at Delivery

1. Customers/receivers must check the parcel before accepting delivery.
2. If the package appears tampered, wet, damaged, or opened, the receiver must:
   • Refuse delivery
   • Record evidence (photos/video)
   • Report immediately to Countryside Express Logistics Pvt. Ltd.
3. Once accepted, no claim for damage or tampering will be entertained.

23. High Value Shipment Conditions

1. High-value shipments (e.g., electronics, luxury items) must be declared correctly at the time of booking.
2. Additional documentation or packing may be required.
3. The Company may refuse high-value products without proper paperwork.

24. Misrouting or Operational Errors

1. Misrouting due to airline or carrier operations may occur.
2. The Company is not liable for delays caused due to misrouting, transit checks, or hub reprocessing.

25. Overweight or Oversized Shipments

1. Shipments exceeding carrier limits may be:
   • Declined
   • Charged extra
   • Delayed due to special handling requirements
2. Additional handling charges may apply for:
   • Long pieces
   • Heavy pieces
   • Irregular shapes
   • Fragile items requiring special care

26. Force Majeure (Extended Clause)

The Company is not liable for loss, delay, or failure due to circumstances such as:

• Natural disasters (floods, earthquakes, cyclones)
• Epidemics, pandemics, health emergencies
• Airspace closures, war, military actions
• Government restrictions or embargoes
• IT system failures, cyberattacks, operational breakdowns

27. Payment Terms

1. All charges must be paid in full prior to shipment unless credit terms have been approved.
2. Outstanding balances may attract penalties or account suspension.
3. Disputes regarding invoicing must be raised within 7 days.

28. Cancellation Policy

1. A shipment can be cancelled only before it is dispatched.
2. Once the shipment is picked up or handed over to the carrier, cancellation is not possible.
3. Any label, documentation, or pickup charges already incurred will be payable by the customer.

29. Change of Terms

Countryside Express reserves the right to modify, amend, or update these Terms & Conditions at any time without prior notice. The updated version will always be available on our website.

30. Acceptance of Terms

By booking a shipment with Countryside Express, you acknowledge that:

• You have read, understood, and agreed to these Terms & Conditions.
• You accept all limitations of liability as specified.
• You undertake responsibility for accurate declarations and legal compliance.

31. Verification of Identity (KYC Compliance)

1. For certain domestic and all international shipments, the shipper must submit KYC documents as per government regulations.
2. Shipments may be withheld, delayed, or returned if KYC is not provided on time.
3. The Company is not liable for delays caused due to incomplete KYC documentation.

32. Shipment Value Declaration

1. The value declared by the customer must reflect the true commercial value.
2. Undervaluation for customs avoidance is strictly prohibited and may result in penalties or seizure.
3. Any legal consequences arising from incorrect valuation will be solely the customer’s responsibility.

33. Delivery to Neighbour/Security

1. For domestic shipments, carriers may deliver parcels to:
   • Security guards
   • Neighbours
   • Reception desks
   • Authorised representatives
   if the receiver is unavailable.
2. Such deliveries will be considered as completed and no claims will be entertained afterward.

34. Proof of Delivery (POD)

1. POD may be provided in the form of:
   • Signature
   • OTP confirmation
   • Photo delivery
   • Electronic delivery update
2. Any of the above forms shall be deemed complete and valid proof of successful delivery.

35. Discrepancy in Collected vs. Declared Weight

1. If the shipment weight/size measured at our hub differs from what the customer declared:
   • Re-weighting charges may apply
   • Updated charges will be billed to the customer
2. Disputes regarding weight must be raised within 24 hours of invoice issuance.

36. Fragile or Perishable Goods

1. Items marked “Fragile,” “Handle with Care,” “Glass,” “Food,” “Perishable,” etc., require special packaging by the customer.
2. The Company does not guarantee safe delivery of fragile or perishable goods, even if marked.
3. Temperature-controlled shipments are not supported unless specifically arranged.

37. Disallowed Compensation

The Company does not provide compensation for:

• Emotional, sentimental, or cultural value of an item
• Consequential or business losses
• Loss of anticipated profit
• Delays caused by external factors
• Damage claims (since damage is not covered)

38. Clearance Delays (International)

1. Customs may hold shipments for verification, inspection, valuation, or security checks.
2. These processes are beyond our control.
3. Additional customs documents may be required; delays caused due to missing documents are not grounds for compensation.

39. Abandonment of International Shipments

1. If customs duties are not paid, or documents are not submitted on time, shipments may be abandoned.
2. Abandoned shipments are destroyed or auctioned by customs.
3. No compensation is provided for abandoned shipments.
4. All associated costs (duties, penalties, storage) must be paid by the shipper.

40. Repackaging by Carrier

1. If the original packaging is found unsafe for transit, carriers may repackage the shipment.
2. Repackaging charges may apply.
3. The Company is not liable for damage arising from repackaging performed for safety.

41. POD Delay or Tracking Delay

1. Tracking and POD updates may be delayed due to scanning or system refresh intervals.
2. Tracking delays do not indicate shipment loss.

42. Business Operational Cut-Off Times

1. Shipments booked after cut-off time will be dispatched the next working day.
2. Cut-off times vary by city and service type.

43. Address Correction Charges (International)

Airlines and courier partners may impose address correction fees if:

• The pin code is incorrect
• The address is incomplete
• The receiver has shifted

44. Customer Cooperation

The Company may require customer cooperation for:

• Verification calls
• Documentation
• Additional declarations
• Customs requirements

45. Temporary Service Suspensions

Shipments may be temporarily suspended due to:

• Political unrest
• Airline embargoes
• Pandemic guidelines
• Weather disruptions

46. No Liability for Third-Party Pickup Points

If the customer hands over shipments to an unauthorized person, franchise, or counter, the Company cannot guarantee:

• Pickup
• Dispatch
• Safety
• Insurance

47. Customer Acknowledgement

By booking a shipment, the customer confirms that:

• They have read all terms
• They accept all limitations
• They understand the Company works with multiple third-party carriers
• They accept that all carrier-specific rules also apply to their shipment