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.
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