Refund Policy

Policy Overview

At Global Trade Solutions, we are committed to providing exceptional import/export services to our clients. This Refund Policy outlines the terms and conditions under which refunds, credits, or service adjustments may be provided.

Due to the nature of international trade services, our refund policy differs from traditional retail policies. Please review this policy carefully to understand your rights and obligations.

Service Nature and Limitations

Non-Refundable Items

The following items are generally non-refundable once incurred:

• Customs duties and taxes paid to government authorities
• Third-party carrier fees and charges
• Regulatory filing fees and permits
• Documentation processing fees
• Insurance premiums
• Storage and handling charges
• Demurrage and detention fees

Refund Eligibility

Full Refunds

Full refunds may be available in the following circumstances:

• Service Cancellation: If services are cancelled before any work has begun or third-party arrangements made
• Service Errors: If we make significant errors that prevent successful completion of your shipment
• Duplicate Payments: If you are accidentally charged multiple times for the same service
• Service Unavailability: If we are unable to provide the agreed-upon services due to our fault

Partial Refunds

Partial refunds may be available for:

• Service Downgrades: If you choose a lower-priced service option
• Partial Service Completion: If only部分 of the service has been rendered
• Service Delays: Significant delays caused by our error (excluding force majeure events)
• Service Quality Issues: When service quality falls significantly below agreed standards

Cancellation Policy

Cancellation Timeframes

• More than 7 days before service: Full refund minus administrative fee (5% of service cost)
• 3-7 days before service: 50% refund of service fees
• Less than 72 hours before service: No refund for service fees
• After service initiation: No refund for services already performed

Cancellation Process

To cancel services:

• Submit written cancellation request to your account manager
• Include reason for cancellation and relevant details
• Provide original invoice or payment confirmation
• Allow 5-10 business days for processing

Refund Request Process

Required Documentation

To process your refund request, please provide:

• Original invoice or receipt
• Written explanation of the issue
• Supporting evidence (photos, emails, documents)
• Bank account information for refund processing
• Any relevant correspondence with our team

Service Credits

In some cases, we may offer service credits instead of refunds:

• Minor Service Issues: For small inconveniences or delays
• Future Business: To encourage continued partnership
• Quick Resolution: When you accept a credit for faster resolution

Specific Service Refund Policies

Customs Clearance Services

• Successful Clearance: No refunds once customs clearance is completed
• Clearance Failure: Partial refund if failure is due to our error
• Documentation Errors: Full refund if we make document errors causing delays

Freight Forwarding Services

• Carrier Cancellation: Refund based on carrier's cancellation policy
• Service Changes: Credits for service downgrades
• Missed Connections: Compensation for our scheduling errors

Consulting Services

• Pre-Consultation Cancellation: Full refund if cancelled 48+ hours in advance
• Post-Consultation: No refunds for completed consulting services
• Unsatisfactory Service: Partial refund based on service quality assessment

Documentation Services

• Document Preparation: Full refund if documents are not prepared
• Document Errors: Free correction and partial refund for our errors
• Regulatory Rejection: Refund if documents are rejected due to our error

Dispute Resolution

Initial Review

If you disagree with our refund decision:

• Request a review by our customer service manager
• Provide additional supporting documentation
• Allow 5 additional business days for review

Escalation Process

For unresolved disputes:

• Submit written appeal to our dispute resolution department
• Include all previous correspondence and evidence
• Request mediation or arbitration if necessary

Exceptional Circumstances

Force Majeure Events

No refunds are available for service disruptions caused by:

• Natural disasters (earthquakes, hurricanes, floods)
• War, civil unrest, or terrorist activities
• Government actions or regulatory changes
• Pandemics or public health emergencies
• Labor strikes or transportation disruptions

Client Responsibilities

No refunds are available when:

• Client provides incorrect or incomplete information
• Client fails to provide required documentation
• Client goods are prohibited or restricted
• Client cancels after third-party services are booked

Refund Payment Methods

Original Payment Method

Refunds are typically processed using the original payment method:

• Credit Card: Refund to original card (5-10 business days)
• Bank Transfer: Refund to original bank account (3-7 business days)
• Check: Refund check mailed to billing address (7-14 business days)

Alternative Refund Methods

In some cases, alternative refund methods may be available:

• Service credits for future use
• Bank transfer to different account (with proper verification)
• Cash refunds (for in-person payments under $500)

Policy Updates

We reserve the right to update this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We will notify clients of significant policy changes via email or through our client portal.

Continued use of our services after policy changes constitutes acceptance of the updated terms.

Contact Information

For refund requests or questions about this policy, please contact:

• Refund Department: refunds@tradecompany.com
• Customer Service: +1 (212) 555-0100
• Dispute Resolution: disputes@tradecompany.com
• Mailing Address: Global Trade Solutions, Refund Department, 123 Trade Center Boulevard, New York, NY 10001