Question 1

Are parcels automatically insured by ASANI SE?

Accepted Answer

No. ASANI SE does not currently provide automatic parcel insurance. However, in eligible cases of verified parcel loss or damage directly attributable to ASANI SE’s delivery service, limited compensation may be considered in accordance with our Customer Terms and Conditions.

Question 2

What is the maximum compensation for parcel loss or damage?

Accepted Answer

For an eligible and verified claim, ASANI SE’s maximum compensation will be the lower of: (a) 10 times the final delivery fare; or (b) the parcel’s proven value. Example: If the final delivery fare is ₹100 and the proven parcel value is ₹5,000, the maximum compensation will be ₹1,000. For this calculation, “final delivery fare” means the delivery fare shown on the booking receipt, excluding platform fees, waiting charges, tolls, parking charges and other additional charges.

Question 3

Is compensation guaranteed whenever a parcel is damaged or lost?

Accepted Answer

No. Submitting a complaint does not automatically qualify the customer for compensation. ASANI SE will review the booking records, parcel information, packaging, photographs, pickup and delivery OTP records, rider location/status records and other available evidence before deciding the claim. Compensation applies only when the eligible loss or damage is verified as directly attributable to the delivery service, subject to the Customer Terms and applicable law.

Question 4

When will a loss or damage claim not be eligible?

Accepted Answer

A claim may be rejected where the loss or damage results from: inadequate, unsafe or improper packaging; failure to declare that an item is fragile; leakage, inherent defects, natural deterioration or ordinary handling; pre-existing damage; incorrect parcel description or value; illegal, prohibited, dangerous, hazardous or restricted contents; incorrect pickup, delivery or recipient information; circumstances excluded under the Customer Terms; or missing, false or insufficient supporting evidence.

Question 5

Who is responsible for packing fragile or important items?

Accepted Answer

The customer is responsible for securely packing, cushioning, sealing and weather-protecting the parcel before pickup. Fragile, delicate, valuable or important items must be packed with suitable protective material for two-wheeler transportation. ASANI SE or the assigned rider may refuse an open, leaking, unsafe, oversized or visibly inadequately packed parcel. Loss or damage caused by insufficient or improper packaging will not qualify for compensation, subject to applicable law.

Question 6

How can a customer report parcel loss or damage?

Accepted Answer

The customer must submit the claim through the ASANI SE app or contact the official ASANI SE support channel within 24 hours of delivery, failed delivery or discovery of the issue. The customer may be required to provide: booking ID; parcel description and declared value; purchase invoice or other proof of value; photographs taken before pickup; photographs of the external and internal packaging; photographs showing the damage; pickup and delivery details; and any additional information reasonably required for verification.

Question 7

Can illegal or prohibited items be sent through ASANI SE?

Accepted Answer

No. Customers must not send illegal, prohibited, dangerous, hazardous, restricted or permit-controlled items. The customer is responsible for the parcel’s contents and for any resulting claims, penalties, fines, damage or legal consequences.

Question 8

Should customers use ASANI SE for very high-value parcels?

Accepted Answer

Customers should carefully evaluate whether a two-wheeler delivery service is suitable for a high-value, irreplaceable or highly fragile item. ASANI SE’s maximum compensation remains limited to the lower of 10 times the final delivery fare or the parcel’s proven value, even if the parcel’s value is substantially higher.

Safety & Trust at ASANI SE

OTP-Secured Completion

Live GPS Route Visibility

Partner Verification

How We Handle Disputes & Concerns

Cancellation & Compensation

Damage & Loss Inquiries

Billing & Toll Discrepancies

Conduct & Safety Escalations

Parcel Loss, Damage & Compensation

Have Questions About Parcel Eligibility?