Rules & Regulations

Last updated: 28 July 2026

1. Regulatory framework

All consignments are carried in accordance with the Carriage by Road Rules, 2011, and the Carriage by Road Act under which they are made. Those rules govern the rights and obligations of both the common carrier and the consignor, and apply in addition to everything set out on this page.

2. Charges at a glance

The figures below are fixed and apply across all branches.

3. Booking a consignment

• The sender must provide accurate names, contact numbers and complete addresses with PIN codes for both sender and receiver.
• The sender is responsible for providing and verifying correct information at booking. Any loss, damage or shortage caused by incorrect details is the sender's liability.
• The contents and declared value must be stated truthfully. A false or vague declaration invalidates any claim on that consignment.
• Customers must provide the original GST bill for commercial packages.
• An e-way bill is required for commercial packages worth over ₹50,000, and the number must be supplied at booking. We cannot move a consignment that legally requires an e-way bill without one.
• We may inspect any consignment before accepting it, and may refuse one without giving a reason.
• A booking is a request to carry. It binds us only once we take the goods into our custody.

4. Your bilty number

The bilty (consignment note) number is the reference for everything that follows. No information or service will be provided on call or at a branch office without the bilty number. This is a safeguard: it is the only way we can confirm that the person asking about a consignment is entitled to information about it.

Keep it safe, and quote it when you track online, call the helpline or visit a branch.

5. Goods we cannot carry

We will not accept, and you must not tender:

• currency, bullion, gold, silver, precious stones and jewellery;
• narcotics, psychotropic substances and other contraband;
• weapons, ammunition, explosives and fireworks;
• corrosive, radioactive, toxic or infectious material;
• live animals, birds and human remains;
• goods that are illegal to possess or move, or that are being moved to evade tax;
• anything prohibited under central or state law.

Some hazardous and temperature-sensitive goods can be carried under specific conditions. Declare them before booking so the branch can tell you whether we can take them.

Any surcharge incurred by Proper Express because of the contents or legality of a consignment is borne by the customer alone. If a prohibited item is discovered in a consignment, we may hand it to the authorities, and the sender is liable for any resulting loss, penalty or damage.

6. Packaging

Proper Express is not responsible for the packaging of booked goods. Any damage to booked items caused by questionable packaging is not the company's responsibility.

• Goods must be packed to withstand normal handling, stacking and road movement.
• Fragile items must be marked and packed accordingly. Marking alone does not transfer responsibility for inadequate packing.
• Each piece must carry a legible label with the receiver's name, address and contact number.
• We may refuse consignments we consider unsafe or unsuitably packed.

7. Weight and freight charges

Freight is calculated on chargeable weight, which is the greater of:

• the actual weight of the consignment; and
• its volumetric weight, derived from the dimensions you declare.

This is standard practice across the industry, and exists because a large, light consignment occupies space that would otherwise carry paying freight. The chargeable weight and the resulting price are shown to you during booking, before you confirm.

We may reweigh and remeasure any consignment. Where our measurement differs from the declaration, our figure applies and the difference is billed.

8. Cancellations and returns

• Cancelling a booking that has not yet shipped carries a charge of ₹10 per bilty.
• Where a consignment has to be returned, the sender bears all transportation charges for the return leg, in addition to the original freight.

9. Pickup and delivery

• Receivers must carry their ID or the delivery OTP when collecting a consignment. We may refuse to hand over goods where identity cannot be established.
• Delivery is made against signature and proof of delivery.
• Free doorstep pickup is available within the serviceable area of a branch. Outside that area, goods should be tendered at the branch.
• Delivery timelines are estimates given in good faith. They can be affected by weather, road conditions, strikes, regulatory checks, and other matters beyond our control.

Doorstep delivery, doorstep pickup and Pay On Delivery (To Pay) are facilities we extend, not entitlements. We may withdraw them for a particular consignment, address or customer where circumstances require it.

10. Late pickup and storage

Storage charges of ₹10 per day are levied on parcels not picked up on time. Where a booking includes free storage days, those are applied first and are shown at the time of booking; the daily charge applies after they are used.

Where delivery cannot be completed, the consignment is held at the destination branch and the receiver is contacted.

11. Payment

• Freight may be prepaid by the sender, collected from the receiver on delivery, or billed to an approved credit account.
• Where freight is to be collected on delivery and the receiver declines to pay, the sender remains liable.
• We may hold a consignment against unpaid charges.

12. Insurance

Customers are advised to insure their consignments. Our liability is capped as set out below, and for anything of real value that cap will fall well short of replacement cost. Insurance must be arranged against a correctly declared value.

Insured consignments are not claimable from Proper Express for loss. Where a consignment is insured, the claim lies with the insurer, and we will provide the documentation needed to support it.

13. Liability

We take reasonable care of goods in our custody. Subject to the Carriage by Road Rules, 2011:

We are not liable for:

• loss, damage, delay or shortage arising from accidents, natural disasters, or any unavoidable circumstance, including during pickup or delivery — these are not claimable;
• damage arising from inadequate or unsuitable packing;
• loss or damage caused by inherent defect or natural deterioration of the goods;
• consignments that were wrongly or vaguely declared, or booked with incorrect details;
• indirect or consequential loss, including loss of profit, business or contract;
• events beyond our control, including riot, strike, or action by authorities.

14. Claims and complaints

All claims and complaints must be filed within 48 hours of booking.

Report loss, shortage or damage to the delivering branch as soon as it is noticed, and have it recorded on the proof of delivery at the time of delivery. A claim should be submitted in writing with the consignment note, invoice and evidence of the loss.

While a claim or dispute is open, all services to that customer are withheld until it is settled. This applies across all branches.

15. Consent and ownership

By booking a consignment, you consent to Proper Express transporting and delivering it, and you undertake responsibility for ownership of the goods booked for transit. Where you book on behalf of someone else, you confirm you are authorised to do so.

16. Jurisdiction

These rules are governed by the laws of India, and the courts at Raipur, Chhattisgarh have exclusive jurisdiction over any dispute.

17. Questions

Ask at any branch, email info@properexpress.com, or call 011-6965-6899. Please have your bilty number to hand.