Terms and Conditions
In short: we give you a fixed written quote after a survey, we only change the price if the job changes and you agree, we look after your goods and pay for damage we cause within the limits below, and you can always complain to us and, if needed, to the Consumer Court. These terms never take away rights the law gives you.
1. About these terms
1.1 These terms form the agreement between you, the customer, and Lucky Movers ("we", "us", "our") for moving, packing and unpacking services. They also cover your use of this website.
1.2 Your booking confirmation, the written quote and the survey inventory form part of the agreement. If anything in them conflicts with these terms, the written quote takes priority.
1.3 You must be at least 18 and entitled to arrange the move of the goods involved, as their owner or with the owner's permission.
2. Our services
2.1 We provide home moves, office moves (including offices, shops and showrooms) and packing or unpacking without transport, within Lahore and between Lahore and other cities in Pakistan.
2.2 We do not currently provide storage, vehicle transport or international moves. If we help arrange a third party for anything outside our services (for example an AC technician), we will tell you in advance, and that third party's work and charges are agreed separately.
2.3 We may use trained subcontracted crew or vehicles. We remain responsible to you for their work as if it were our own.
3. Quotes and surveys
3.1 A request made on this website is not a booking. Figures on this website, including move-size estimates and transit times, are general guidance only.
3.2 After a survey (in person or by video call), we give you a written quote listing the items, services, date and price. The quote is valid for 14 days unless it says otherwise.
3.3 The quoted price is fixed for the items, access and services recorded in the survey. If on or before moving day there are materially more items, different access (for example no lift, a longer carry, or a truck that can't reach the building) or extra services you ask for, we will explain the change and the revised price before doing the extra work. You may accept the revised price, remove the extra items, or cancel under section 5.
3.4 We will not add any charge you have not approved in writing. A message on WhatsApp or SMS counts as written approval.
4. Booking and payment
4.1 Your booking is confirmed when we receive a deposit of of the quoted price and send you a booking confirmation.
4.2 The balance is due when unloading is complete (for packing-only jobs, when the work is complete), unless your quote says otherwise. Office moves may be invoiced on agreed terms.
4.3 We accept bank transfer, mobile wallet payments and cash, as shown on your booking confirmation. We issue a receipt for every payment. Please do not pay any crew member into a personal account.
4.4 If you disagree with part of the final amount, please pay the part that isn't in dispute and raise the rest with us under section 17. We will never hold your goods back because of a charge you did not approve in writing.
5. Cancelling or changing your move
5.1 You may cancel or reschedule by telling us in writing.
- More than before the booked start time: we refund your deposit in full, or move it to your new date.
- Between 24 hours and before: we may keep to cover the crew and vehicle we reserved for you.
- Less than 24 hours before, or if the crew arrives and cannot start for reasons within your control: we may keep the full deposit.
5.2 We make refunds within 7 working days, to the account you paid from.
5.3 If we have to cancel or cannot provide the service on the booked date, we refund everything you have paid in full, or, if you prefer, rebook at no extra cost.
5.4 One reschedule made more than in advance is free, subject to availability. The price may change if the new date has different demand or the job has changed.
6. Your responsibilities
6.1 Please give us accurate information about the items to be moved, the floors, lifts and access at both ends, and anything fragile, heavy or valuable.
6.2 Please arrange any permissions needed from your building, society or landlord, including lift bookings and parking, and make sure someone authorised by you is present at collection and delivery.
6.3 Please empty, defrost and disconnect appliances unless we've agreed to do it, back up any data on computers and devices, and remove batteries and liquids that could leak.
6.4 Please keep cash, jewellery, important documents, medicines, keys and personal electronic devices with you.
6.5 If the information you gave was materially wrong, section 3.3 applies.
7. Items we can't move
7.1 We do not carry: gas cylinders, fuel, paint thinners, chemicals and other flammable, explosive or hazardous materials; weapons and ammunition; illegal goods or goods whose ownership is disputed; perishable food; live animals; and anything that needs a permit you have not obtained.
7.2 If we find a prohibited item, we may leave it behind and will tell you. We are not responsible for loss or damage caused by a prohibited item that was packed without our knowledge, and you are responsible for damage it causes to other goods or our vehicle.
8. Packing
8.1 When our crew packs, we use suitable materials and label boxes by room, and the box count is recorded on the inventory.
8.2 If you pack items yourself, we are responsible for the box but not for damage to its contents, unless the box is visibly damaged in our care or we were negligent in handling it.
8.3 We may refuse to move items that are packed so poorly they could be damaged or cause injury, and will offer to repack them at an agreed price.
9. Our responsibility for your goods
9.1 We take reasonable care of your goods from the time we start handling them until handover. We are responsible for loss or damage caused by our negligence or that of our crew.
9.2 Unless we have agreed a higher value in writing under section 11, our liability is limited to per item and per move. A set (for example a sofa set or dining set) counts as one item.
9.3 We settle claims by repairing the item, replacing it with a similar item, or paying the reasonable repair cost or its value at the time of the move (not the price of a new one), whichever is fairest in the circumstances.
9.4 We are responsible for damage we cause to your property, such as walls, floors, doors and lifts, if it results from our negligence. Please point out any existing damage before we start.
9.5 Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.
10. What we're not responsible for
We are not responsible for loss or damage caused by:
- normal wear and tear, or the natural weakening of items with age;
- existing defects, including faults in the mechanical or electrical workings of appliances and electronics, unless there is visible damage caused by us;
- furniture made of particle board, MDF or similar materials that was already weak, or that cannot be dismantled without damage, where we warned you beforehand;
- items you packed yourself, as set out in section 8.2;
- items listed in section 6.4 that you asked us to carry against our advice, unless they were listed on the inventory and we agreed in writing to take responsibility for them;
- events outside our reasonable control, such as flooding, fire started elsewhere, riots, strikes, road closures or government action;
- loss of data on any device.
We will still act reasonably to protect your goods and keep you informed if any of these events happen.
11. Valuable items
11.1 Please tell us before the move about any item worth more than , such as artwork, antiques, pianos, high-value electronics or designer furniture.
11.2 We may offer extra handling, special crating or an agreed higher value for these items, for an extra charge shown in your quote. If an item's value wasn't declared, the limits in section 9.2 apply.
11.3 You may also arrange your own goods-in-transit insurance with an insurer. We'll give you the inventory and any documents an insurer reasonably asks for.
12. Delays
12.1 We will arrive within the time window in your booking confirmation. Transit times for intercity moves are estimates.
12.2 If we expect to be late, we will tell you as soon as we know. If we are more than half a day late for reasons within our control, we will agree fair compensation with you, such as a partial refund.
12.3 If the move is delayed because the property isn't ready, access isn't available, or no authorised person is present, we may charge for the extra waiting time at the hourly rate in your quote, after telling you.
13. Damage and loss claims
13.1 At handover you check the inventory with our supervisor and note any visible damage or missing items on the handover sheet.
13.2 For anything you notice later, tell us in writing within of delivery, with photos and a short description. Please keep the damaged item and its packaging until we have seen it.
13.3 We will acknowledge your claim within 2 working days and aim to resolve it within . If we need longer, we'll tell you why.
13.4 A claim made after the time in 13.2 will still be considered if you had a good reason for the delay.
14. Monitoring and recordings
14.1 To protect your goods and our crew, our vehicles may be tracked by GPS, and loading and unloading may be recorded on camera, including phone or body-worn cameras.
14.2 We record only the areas where we are working, and we will stop recording in any private area if you ask. Recordings are used only for safety, security, quality checks and handling claims or complaints.
14.3 We keep recordings for , or longer if a claim, complaint or legal matter about your move is open. You may ask to view recordings of your own move.
15. Privacy and your data
15.1 What we collect. Details you give us in a quote request, by phone, WhatsApp, email or in person (such as your name, phone number, email, areas, dates and items); booking, payment and inventory records; recordings described in section 14; and, if you allow it, information about how you use this website.
15.2 Website activity. This site stores a random identifier in your browser to remember your unfinished quote form. If you choose "Allow visit analytics", we also record which pages and form steps you view, your device type and how you arrived (for example from Google or a social media link). This doesn't include your name or contact details unless you enter them in the form. You can change your choice at any time using "Privacy choices" at the bottom of every page.
15.3 Unfinished requests. If you start a quote request but don't send it, we contact you about it only if you ticked the box allowing us to.
15.4 How we use it. To reply to you, prepare quotes, carry out and manage your move, handle payments, claims and complaints, meet our legal and tax obligations, and understand how to improve our service. We send offers only if you opt in, and every offer message tells you how to stop them.
15.5 Who we share it with. Our staff and crew, subcontractors working on your move (only what they need), payment providers, professional advisers, and authorities when the law requires it. We do not sell your data.
15.6 How long we keep it. Quote requests that don't become bookings: . Website activity: . Booking and payment records: as long as tax and accounting law requires.
15.7 Your choices. You may ask to see, correct or delete your data, or withdraw a consent you gave, by contacting us (section 20). Some records we must keep by law; we'll explain if that applies.
15.8 Security. We protect your data with reasonable technical and organisational measures and limit access to people who need it.
16. Using this website
16.1 We try to keep this website accurate and available, but we don't promise it will be free of errors or interruptions. Information on it isn't an offer to provide services at a particular price.
16.2 Please don't misuse the website, submit false requests, or try to access data that isn't yours. The Lucky Movers name, rhino logo and content on this website belong to us.
17. Complaints and disputes
17.1 If you're unhappy, please tell us . We will acknowledge your complaint within 2 working days and give a full response within 15 working days.
17.2 If we can't resolve it, you may take the matter to the Consumer Court under the Punjab Consumer Protection Act, 2005, or any other forum available to you under the law.
17.3 These terms are governed by the laws of Pakistan, including the Contract Act, 1872. Subject to your rights as a consumer, the courts at Lahore have jurisdiction.
18. Your legal rights
Nothing in these terms removes or limits any right you have as a consumer that cannot be excluded by agreement, including your rights under the Punjab Consumer Protection Act, 2005. We will provide our services with reasonable care and skill, as described, and in a timely manner.
19. Changes to these terms
We may update these terms from time to time. The version that applies to your move is the one in force when you accepted your quote. We'll show the version number and date at the top of this page.