Book Now

Damage Compensation & Refund Policy - BasaChange

Introduction
At BasaChange, we are committed to providing safe and reliable shifting services. We handle your belongings with utmost care and professionalism. However, to ensure transparency and mutual understanding, please read our Damage Compensation and Refund Policy carefully before booking our services.
TERMS AND CONDITIONS
1. Inspection and Agreement

When our supervisor or labor team is present, you must inspect and understand the condition of your belongings. BasaChange will not accept any complaints regarding items after the service if they were not reported during the inspection phase.

Important: Always inspect items in the presence of our team members and report any concerns immediately.

2. High-Value Items – Customer Responsibility

The customer is solely responsible for the safety and security of the following items:

  • Mobile phones
  • Cash and money
  • Foreign currency
  • Gold jewelry and precious metals
  • Any other small valuable items

Please keep these items with you during the move. BasaChange does not assume responsibility for loss or damage to such high-value personal items.

3. Quotation Validity and Booking
  • Quotations are valid for a limited period. Service charges may change if the quotation expires.
  • To confirm your booking, 30% advance payment of the total bill must be made within 3 days of receiving the quotation.
  • The remaining balance must be paid as per the payment schedule outlined below.
4. Payment Terms

For Moves Within Dhaka City:

  • 10% advance payment at the time of booking
  • 40% payment during the service (while work is in progress)
  • 50% payment upon service completion

For Moves Outside Dhaka City:

  • 30% advance payment at the time of booking
  • 40% payment during the service (while work is in progress)
  • 30% remaining balance upon service completion

Payment Methods:

Bank Transfer:

  • Account Number: 010133300002833
  • Account Name: Basa Change.com.bd
  • Bank Name: NRB Commercial Bank Ltd. (NRBC)
  • Branch: Principal Branch, Motijheel, Dhaka

Mobile Payment (bKash Merchant):

  • Number: 01767-573717

Other Accepted Methods:

  • Cash payment
  • No Bank checks
5. Additional Materials and Accessories

For all home accessory fittings and installations, if additional materials are required beyond what was quoted, extra charges will apply. These materials will be purchased in the customer’s presence or under their supervision.

BasaChange will not accept any complaints or responsibility regarding materials purchased with customer approval.

6. Service Scope Changes

If the scope of work changes from the original quotation (e.g., additional items, extra floors, changed locations), service charges may be adjusted accordingly. Any changes will be communicated and agreed upon before proceeding.

7. Rescheduling and Cancellation Policy

Rescheduling:

  • If you need to change your scheduled moving date, you must inform us at least 24 hours in advance to avoid any penalties.
  • If you reschedule within 24 hours of your scheduled date, a 30% cancellation fee of the contract value will be charged as compensation.
  • Rescheduling more than 24 hours in advance will not incur any cancellation fee.

Cancellation:

  • Advance payments are non-refundable once the booking is confirmed and our team has been scheduled.
  • For cancellations made more than 24 hours before the scheduled date, we may offer credit toward future services (subject to management approval).
8. Damage Compensation Policy

BasaChange takes every precaution to prevent damage to your belongings. However, in the rare event of damage:

Resolution Process:

  1. Immediate Reporting: Damage must be reported immediately upon discovery during or after the move.
  2. Repair Attempt: We will first attempt to repair the damaged item through our network of repair specialists.
  3. Compensation: If repair is not feasible or satisfactory, BasaChange will provide compensation up to a maximum of 5% of the total service bill (terms and conditions apply).

Important Conditions:

  • Compensation is only provided for damages that occur due to our handling during the moving process.
  • Pre-existing damage to items will not be covered.
  • High-value items (mentioned in Section 2) are excluded from compensation.
  • Damage claims must be made immediately or during the service period.
  • Photographic evidence and detailed description of damage required.
9. Force Majeure – Limitation of Liability

BasaChange is committed to delivering your belongings to your destination with maximum care and safety. However, we cannot be held responsible for delays, damages, or losses caused by:

  • Natural disasters (floods, earthquakes, storms, cyclones)
  • Civil unrest, riots, or political disturbances
  • Strikes (Hartal) or labor disputes
  • Roadblocks or government-imposed restrictions
  • Acts of terrorism or war
  • Any other human-made violence or circumstances beyond our reasonable control

In such cases, BasaChange will make every reasonable effort to complete the service as soon as conditions permit, but will not be liable for consequential damages or delays.

10. Authorized Service Providers (IMPORTANT)

CRITICAL NOTICE: For all future services, you must contact BasaChange through our official channels only:

Official Contact Methods:

  • Head Office: 238/1, Maruf Marker (3rd Floor), Mouchak Mor, Dhaka-1217
  • Phone: 01766-628133
  • Mobile: 01767-573717
  • Website: www.basachange.com.bd

BasaChange management will NOT be held responsible for any goods or services provided by any employee or worker without direct instructions from the head office or head office website.

Do not engage with any individual claiming to represent BasaChange without verification from our head office. Always confirm through official channels before proceeding with any service arrangement.

11. Customer Acknowledgment

By signing the service agreement and proceeding with payment, you confirm that:

  • You have read and understood all terms and conditions
  • You agree to abide by the policies outlined in this document
  • You accept responsibility for high-value items as specified
  • You understand the payment terms and schedule (10-40-50% or 30-40-30%)
  • You acknowledge the damage compensation limitations
  • You will use only official BasaChange contact channels for services
  • You understand the force majeure limitations
  • You accept the rescheduling and cancellation terms
CUSTOMER PROTECTION
Our Commitments to You:

✓ Trained Professionals: All team members are background-verified and trained
 ✓ Transparent Pricing: No hidden charges beyond what’s outlined in your quotation
 ✓ Quality Materials: We use high-quality packing and moving materials
 ✓ Punctual Service: We respect your time and arrive as scheduled
 ✓ Professional Handling: Your belongings are treated with care and respect
 ✓ Damage Compensation: Up to 5% of service bill for eligible damages
 ✓ Flexible Rescheduling: Free rescheduling if done 24+ hours in advance

HOW TO FILE A COMPLAINT OR CLAIM

If you need to file a damage claim or service complaint:

Step 1: Immediate Notification

Contact us immediately during the service or right after at 01766-628133 or 01767-573717

Step 2: Provide Documentation
  • Photographs of the damage
  • Copy of your service agreement and invoice
  • Detailed description of the issue
  • Time when damage was discovered
Step 3: Resolution Process

Our customer service team will:

  • Acknowledge your complaint immediately
  • Investigate the matter thoroughly
  • Propose a resolution (repair or compensation)
  • Execute the agreed resolution promptly