Policy
B2C Insurance Policy
In-transit insurance on the B2C shipments we carry: what it covers, when we are responsible, the documents a claim needs, and how and when it is settled.
A L Kangaroo Private Limited ("AL Kangaroo") moves high-value jewellery from its clients' places to their customers. These are B2C (direct to consumer) orders that come from e-commerce businesses, marketplaces, retail stores and online sellers. This policy applies to the forward and the reverse journey (RVP) of every order booked on the AL Kangaroo platform, including hyperlocal and same day delivery orders, from the moment our Field Executive picks the parcel up until it is delivered.
1. Terms used in this policy
| Shipper | Our client who books the order and ships it to the end consumer: a seller, a marketplace, an e-commerce business or a retailer that books orders on our platform for delivery to its own customers. Only the shipper can raise a claim and receive the settlement. |
|---|---|
| Consignee | The recipient of the parcel: the end customer for a forward order, or the original shipper for a reverse pickup. |
| Booking value | The value of the goods declared at the time of booking. It must match the invoice amount and is the basis for claim settlements. |
| Carrier | A L Kangaroo Private Limited and its personnel, including Field Executives and hub staff. |
| Intimation | The first report of a case, made by email. |
| Delivery proof | Our official record that the parcel was handed over: the delivery OTP with its timestamp and location, and the delivery photo where applicable. |
2. What is covered
| Valuable cargo | Precious metals and precious jewellery, precious and semi-precious stones, lab-grown diamonds, and coins, classified and declared as per the government rules in force at the time. |
|---|---|
| Booking value | Up to ₹5,00,000 per B2C order, with no minimum. An order of any value can be booked; for an order above ₹5,00,000 the shipper must arrange its own insurance. |
| Period of cover | From pickup, confirmed by the pickup OTP and pickup proof, until delivery, confirmed by the delivery OTP and delivery proof. |
| Settlement | Payment to the shipper at the booking value, by credit note or as per the agreement with the shipper. For a natural calamity, payment is made to the extent our insurance company accepts the claim. |
3. Covered cases
In each of these cases AL Kangaroo, as the carrier, is responsible. All of them apply to the forward and the reverse journey. Fidelity cover is for losses caused by our own Field Executive or staff. In-transit cover is for losses caused by unforeseen events during handling in transit, such as an accident or a natural calamity.
| # | Case | Type | Documents needed from the shipper |
|---|---|---|---|
| 1 | Shipment lost in transit The parcel was picked up but never delivered, and it cannot be traced. | Fidelity | Packing video recorded with a zoom camera, with the products and documents clearly visible. For an RVP, the packing video recorded at the customer's place. The invoice and any other relevant documents. |
| 2 | Marked delivered, but not handed over The order shows as delivered, but the consignee never received the parcel. | Fidelity | The order details and any video footage, if available. We verify our delivery proof: who verified the delivery OTP, and when and where. |
| 3 | Package tampered by the Field Executive A product is missing or has been replaced, and the packaging shows that it was opened in transit. | Fidelity | Photos of the used packaging material, the packaging itself if we ask for it, and the product details. Where needed, we visit the consignee's place to inspect the packaging. |
| 4 | Delivered to a wrong address, and the receiver refuses to return it Our Field Executive delivered the parcel to a person other than the consignee, who refuses to return it. | Fidelity | The order details. |
| 5 | Theft in transit The parcel was stolen in transit, on the road with our Field Executive or at our hub. | In-transit | A copy of the invoice, and any other relevant document if needed. We visit the site as part of our investigation. |
| 6 | COD amount not collected The parcel was delivered, but the cash on delivery amount was not collected, or was collected short. | Fidelity | The order details. We check the order and payment records. |
| 7 | Product damaged The product reached the consignee damaged because of handling in transit, for example during a change of vehicle. | In-transit | The used packaging material, photos of the damage and the product details. |
| 8 | RVP: wrong product or missing part The product that reached the shipper on a reverse pickup is not the one collected from the customer, or a part of it is missing. | In-transit | The packing video of the RVP, recorded at the customer's place. |
| 9 | Natural calamity (Act of God) Lost or damaged in transit because of a flood, earthquake, storm, landslide, lightning or similar event. Paid to the extent our insurance company accepts the claim, up to the booking value. | In-transit | The invoice and the packing video. We collect the official reports of the event (such as a police or government report). |
4. Timelines
| 48 hours | For the party that first identifies the loss or theft (the shipper or AL Kangaroo) to report it by email to the other parties, from delivery, or from the expected delivery for a lost parcel. |
|---|---|
| Investigation | We carry out an internal investigation, with a site visit and a police complaint where needed. |
| 1 week | For our detailed investigation report and its conclusions: what was investigated, and who or what caused the loss. |
| 15 days | For settlement of the claim with the shipper. |
5. How to report a claim
Email the case within 48 hours to support@alkangaroo.in. Write the order ID in the subject, for example "Claim: ALP020867", and include:
- the order ID, the booking value and which of the nine cases it is;
- what happened, when the consignee noticed it and what the consignee told you;
- the invoice of the goods;
- the packing video, and photos of the used packaging where the case needs them;
- the consignee's unboxing video, if there is one;
- a copy of the police complaint (FIR), if one was filed.
If a video is too large to attach, share a link to it (Google Drive or similar). We reply with a case number; mention it in every later email about the claim.
6. How a claim is handled
| Step | What happens | Time limit |
|---|---|---|
| 1 | The consignee tells the shipper what happened, with photos and the unboxing video. | Same day |
| 2 | The shipper emails the case to support@alkangaroo.in with the order ID, booking value, invoice and what happened. | Within 48 hours of delivery, or of the expected delivery for a lost parcel |
| 3 | We register the case, email the shipper a case number and inform our management. | Within 24 hours |
| 4 | We collect the evidence: OTP records, tracking history, the Field Executive's location and the delivery photo, the shipper's packing video and the consignee's unboxing video. | Within 48 hours |
| 5 | For a lost parcel, a theft or a fraud by a Field Executive, a police complaint (FIR) is filed. | As soon as the case is registered |
| 6 | Internal investigation: a site visit where needed, and written statements from the Field Executive and the hub staff. | 3 to 5 working days |
| 7 | We share our detailed investigation report and its conclusions with the shipper. | Within 1 week |
| 8 | The booking value is paid to the shipper, by credit note or as per the agreement. The shipper settles with the consignee. | Within 15 days |
| 9 | The case is closed with the shipper, who receives a final summary. | Within 2 working days of payment |
While a case is open, we update the shipper by email whenever it moves: when it is registered, when the investigation report is ready and when the payment is made. Our own claim with our insurance company and the status of the FIR are followed up internally until they are resolved; the police may take up to three months on an FIR.
7. Conditions
- Booking value equals the invoice. Declaring a lower value (under-declaration) is not allowed.
- ₹5,00,000 limit. An order of any value can be booked, but a claim is accepted only up to ₹5,00,000 per B2C order.
- Jewellery packing norms. The outer layer of the packing must be a transparent tamper-proof bag, so that any opening in transit can be seen.
- No manual transactions. The payment mode of an order must not be converted after booking, for example from cash on delivery to a direct payment.
- Classification. Valuable cargo is classified and declared as per the government rules in force at the time of booking.
8. When a claim may not be accepted
- The case was reported more than 48 hours after delivery.
- The booking value is above ₹5,00,000, or lower than the invoice value.
- The parcel was not packed in a transparent tamper-proof outer bag.
- The payment mode was converted after booking.
- The documents the case needs were not provided.
This policy is valid until December 2027. A L Kangaroo Private Limited · Claims: support@alkangaroo.in · +91 78755 66919