Refund Eligibility Under Indian Consumer Protection
Empire Relocations operates under the Consumer Protection Act, 2019 and complies fully with GST regulations (GSTIN: 07CFHPS1719A2ZN). Refunds are processed based on the stage of your relocation project and the circumstances of cancellation. Since our establishment in 2010, we have maintained transparent policies aligned with IBA Code MUO-2547 standards, which mandate clear audit trails for all financial transactions.
Corporate clients across Delhi NCRāfrom Gurgaon's DLF Phases to Noida's Sector 62āoperate under 30-day credit terms. If you cancel within the applicable refund window, we issue refunds through the same invoice method (NEFT/cheque), with GST adjustments calculated per your GSTIN.
Refund Windows by Project Stage
Pre-Move Phase (Quotation to Booking)
If you cancel after receiving a written quotation but before the dedicated project manager confirms the pickup date, you are eligible for a 100% refund of your advance payment. This window typically extends 7 days from quotation date. No cancellation charges apply during this period. Refunds are processed within 5 working days to your registered bank account.
Confirmed Booking (7ā14 Days Before Move)
Once your move is scheduled and your dedicated project manager has confirmed the crew assignment and logistics plan, a 20% cancellation charge applies if you withdraw. This covers crew briefing, vehicle reservation, and compliance documentation (GST invoices, insurance clauses, cargo manifest) prepared for your specific route and household profile. The remaining 80% is refunded within 7 working days.
Final Week Before Move
Cancellations within 7 days of the scheduled pickup date incur a 50% cancellation charge. At this stage, our team has completed pre-move surveys, arranged specialized IT-equipment handling protocols (if applicable), and locked resource allocation. This charge covers material costs, crew mobilization, and vehicle hire. The remaining 50% is refunded within 10 working days.
Move In Progress or Completed
No refunds are issued once the relocation crew has commenced loading or if goods have been delivered to your destination. You may request a service adjustment for unresolved issues (damaged items, incomplete delivery, missing cartons) via your project manager within 30 days of final delivery. Claims are assessed under our cargo insurance policy with independent survey protocols.
GST and Refund Calculation
All refunds include GST reversal. If your original invoice was ā¹47,500 (including 18% GST), the refundable base amount is ā¹40,254. Cancellation charges are applied to the base, then GST is recalculated and deducted from your refund. Your revised invoice will reflect the amended amount, issued via email within 48 hours of approval.
For corporate clients with invoicing under their own GSTIN, we provide an amended invoice (GSTR-1 revised) to ensure your input tax credit (ITC) is adjusted correctly. This process is coordinated with your finance team to maintain audit compliance.
Special Cases & Partial Refunds
Partial Load Cancellation
If you reduce the volume of goods after bookingāfor example, reducing from a 3-BHK household to a 2-BHK loadāa revised quotation is issued. Any overpayment is refunded as a credit note or cash refund (your choice). This is common among corporate relocations in Bengaluru or Hyderabad when final headcount changes after the initial assessment.
Partial Delivery Acceptance
If you accept delivery of some items but reject others (damaged, missing, or incompatible with your new space), you may request a partial refund for undelivered goods. This is processed as a separate transaction after damage assessment by an independent surveyor, typically within 15 working days.
Force Majeure & Government Restrictions
In cases of natural disaster, lockdown, or government-imposed movement restrictions (as occurred during COVID-19), Empire Relocations offers credit note refunds valid for 12 months or a rescheduled move at no additional cost. No cancellation charge is applied. This ensures business continuity for enterprise clients dependent on timely relocation.
How to Request a Refund
- Email your project manager at your assigned project contact (provided in your booking confirmation) with cancellation reason and date.
- Submit cancellation request in writing including your booking reference number (e.g., MUO-2547-Delhi-2024-001) and original invoice number.
- Our finance team reviews and issues a revised invoice within 3 working days, detailing applicable charges and refund amount.
- Refund is processed via the original payment method (NEFT for corporate accounts, cheque, or online transfer for individual clients).
- You receive confirmation email with transaction reference and updated GST documentation.
For urgent matters, contact +91 9891300425 (our corporate helpline). Response time: within 24 hours on business days.
Refund Timeline Reference
| Cancellation Scenario | Refund % | Processing Time |
| Pre-confirmation (ā¤7 days) | 100% | 5 working days |
| Confirmed booking (7ā14 days) | 80% | 7 working days |
| Final week before move | 50% | 10 working days |
| Move commenced | 0% (disputes only) | 30 days (survey & claim) |
Disputes & Jurisdiction
If you dispute a refund decision or believe a charge was applied incorrectly, you have the right to file a complaint under the Consumer Protection Act, 2019. Empire Relocations maintains a formal grievance redressal process with acknowledgment within 48 hours and resolution within 30 days.
Jurisdiction: All disputes are governed by the laws of India and shall be resolved under the jurisdiction of courts in New Delhi, where Empire Relocations is headquartered. For government contracts, disputes may be escalated to the appropriate Ministry of External Affairs or nodal agency as per agreement terms.
For unresolved claims, you may approach the District Consumer Disputes Redressal Commission in your state or file a complaint with the National Consumer Rights Protection Authority. We encourage early resolution through our dedicated project managerāthis remains the fastest path to closure.
Refund Queries & Support
Questions about your refund eligibility? Reach out to our corporate services team at +91 9891300425 or reply to your booking confirmation email. As an IBA-approved relocation partner, we maintain detailed audit trails for every transaction, ensuring transparency and compliance with GST invoicing standards.
Frequently Asked Questions
What is Empire Relocations's refund policy if I cancel my move?
Cancellations submitted more than 30 days before the scheduled move date attract a 5% administrative fee on the quoted amount. Cancellations between 15ā29 days incur a 25% charge to cover project manager allocation and logistics planning. Cancellations within 14 days are non-refundable as our team and vehicle fleet are reserved. All refunds are processed within 7ā10 working days to your registered bank account.
Are GST and tolls included in your quoted price?
Yes, GST is included in every quote and itemised on your GSTIN 07CFHPS1719A2ZN compliant invoice. State-to-state highway tolls (e.g., DelhiāGurugram, DelhiāBangalore routes) are billed separately at actuals, typically ā¹2,500āā¹8,000 depending on distance and vehicle type. Fuel charges are fixed unless the move extends beyond the originally quoted days.
Do you offer a refund if goods are damaged during the move?
Yes. Empire Relocations provides optional transit insurance covering up to ā¹50,000 per shipment at ā¹150āā¹300 depending on declared value. For verified damage claims, we process settlements within 15ā20 days of inspection. Uninsured moves are covered under our audit-trail checklist system; damages must be reported in writing within 48 hours of delivery for eligibility assessment.
What payment terms do you offer to corporate clients?
Registered corporate clients with valid GSTIN can avail 30-day credit terms after move completion and invoice receipt. Advance payment of 20% secures your move date; the balance is due post-delivery. Government agencies and public sector units receive tailored terms upon submission of relevant authority letter. All invoices are compliance-ready with audit trail and IBA Code MUO-2547 reference.
Will I receive a full refund if your team misses the delivery date?
Delivery delays caused by Empire (vehicle breakdown, crew unavailability) entitle you to a 10% quote refund per day of delay, capped at 30% of the quoted amount. Weather, traffic, or force-majeure delays are excluded. Compensation is processed as credit adjustment on final invoice within 5 working days of move completion and signed handover documentation.
How do you invoice for moves involving multiple cities or states?
Multi-city or inter-state moves receive itemised invoices broken by service segment (packing, transport, unloading, labour). Each segment is GST-compliant under GSTIN 07CFHPS1719A2ZN. If your goods move from Sector 15 Noida to Visakhapatnam, transport falls under 5% GST; labour under 18%. A single consolidated invoice with audit-trail cross-reference is provided for compliance and reimbursement processing.
What happens if I request additional services after the move quote?
Additional servicesāextra packing, extended storage, specialised IT-equipment handlingāare quoted separately and added to your original invoice with fresh GST recalculation. Costs are agreed in writing before execution. For corporates on 30-day credit terms, additions are included in the extended payment window only if the additional work is completed within the original service timeline.