Refund Policy
This Refund Policy explains when a cargo-waiver payment can and cannot be refunded.
Before validation
If you cancel your request before the certificate has been validated with the destination authority, you are entitled to a refund of amounts paid, less any government or third-party fees already incurred on your behalf.
After validation
Once a certificate is validated it is registered with the destination customs authority and cannot be un-validated. For this reason, payments for validated certificates are generally non-refundable. This mirrors the standard rule across cargo tracking note providers.
Errors on our side
If a certificate contains an error caused by us, we correct and re-issue it at no additional cost. This does not apply to errors resulting from inaccurate information supplied by the client.
Duplicate or failed payments
Accidental duplicate charges or payments for a service that was never started are refunded in full once verified.
How to request a refund
Send your request, with the reference number and reason, to our compliance desk through the Contact page. We review every request promptly and in good faith.
This document is provided for general information and does not constitute legal advice. Contact our compliance desk.