Claims & Liability Policy

1. Inspect promptly

Inspect cargo and packaging at delivery or collection. Note visible shortages or damage before accepting where practical, take clear photographs and retain all packaging, labels, invoices and delivery records.

2. Reporting deadline

Notify ENROUTE in writing through WhatsApp or email within three calendar days of delivery or collection. Concealed damage must be reported as soon as discovered within that period. Late notice may prevent recovery from the responsible carrier, warehouse or insurer.

3. Required evidence

• Customer name and shipment reference
• Supplier invoice and proof of item value
• Tracking, package and cargo labels
• Photos of the item, all sides of the packaging and internal packing
• Description of the loss or damage and when it was discovered
• Repair estimate or replacement evidence where requested

4. Insurance

Where available and accepted, insurance is charged at 2% of the declared item value. Coverage, exclusions, deductibles and settlement remain subject to the insurer’s or carrier’s terms. Undeclared, misdeclared, insufficiently packed, prohibited or excluded cargo may not be covered.

5. ENROUTE’s role and liability

ENROUTE assists with evidence and submission but does not guarantee that a carrier or insurer will accept or pay a claim. To the maximum extent permitted by law, ENROUTE is not responsible for indirect, consequential, business-interruption or loss-of-profit damages. Any recovery for physical cargo loss or damage is limited by the applicable carrier, warehouse or insurance terms and the properly declared value.

6. Exclusions

Claims may be declined for ordinary wear, inherent defects, inadequate packaging, supplier error, inaccurate declaration, Customs action, delay without physical loss, temperature exposure where no controlled service was agreed, prohibited items or events outside reasonable control.