GlobalAxis Logistics
1. Introduction
GlobalAxis Logistics understands that shipping plans may change due to unforeseen circumstances, business requirements, or transportation arrangements.
This Cancellation & Refund Policy explains the conditions under which customers may cancel shipping bookings, request amendments, or qualify for refunds.
This policy applies to freight forwarding coordination, ocean freight, air freight, express delivery, container shipping, cargo transportation arrangements, and other logistics services provided or coordinated by GlobalAxis Logistics.
By confirming a shipment or making payment for our services, customers acknowledge and agree to this policy.
2. Booking Confirmation
A shipping booking is considered confirmed when the applicable requirements have been satisfied, which may include:
Written acceptance of the shipping quotation.
Submission of the required shipment information.
Submission of necessary cargo documentation.
Payment of the required deposit or service charges.
Written confirmation of the transportation arrangement.
A quotation request or preliminary price estimate does not constitute a confirmed booking.
3. Customer Cancellation Requests
Customers who wish to cancel a confirmed shipment must submit their request in writing through our official email address or another approved communication channel.
Cancellation requests should include:
Customer’s full name or company name.
Booking reference number.
Shipment origin and destination.
Cargo description.
Reason for cancellation.
Payment receipt or transaction reference, where applicable.
Cancellation requests will be reviewed based on the shipment’s current status and any costs already incurred.
4. Cancellation Before Shipment Booking
If a customer requests cancellation before GlobalAxis Logistics has confirmed the transportation booking or incurred non-refundable third-party expenses, eligible payments may be considered for a refund.
Any administrative or processing charges must be disclosed and handled in accordance with the agreed quotation and applicable law.
5. Cancellation After Booking Confirmation
Once a transportation booking has been confirmed with a shipping line, airline, trucking company, warehouse, or other service provider, cancellation charges may apply.
These charges may include:
Carrier cancellation fees.
Booking amendment fees.
Documentation charges.
Administrative expenses.
Cargo handling charges.
Pickup or transportation expenses.
Warehouse or storage charges.
Other non-refundable third-party costs.
Any refundable balance will be assessed after applicable charges and services already performed have been accounted for.
6. Cancellation After Cargo Collection or Dispatch
Once cargo has been collected, loaded, dispatched, or handed over to a transportation provider, cancellation may no longer be possible.
Where cancellation or return arrangements are permitted, the customer may be responsible for:
Return transportation charges.
Storage fees.
Port or terminal handling charges.
Customs-related expenses.
Documentation amendments.
Redelivery charges.
Other costs incurred during the return or redirection process.
Refunds will be considered only after the relevant service-provider costs and contractual obligations have been determined.
7. Refund Eligibility
Customers may qualify for a full or partial refund where:
A service has not been performed and no non-refundable costs have been incurred.
GlobalAxis Logistics is unable to arrange the agreed service.
A confirmed booking is cancelled by GlobalAxis Logistics for reasons attributable to our business, subject to the applicable agreement and law.
An overpayment has been made.
A duplicate payment has been received.
A refund is otherwise required under applicable law or the written service agreement.
Each refund request will be assessed individually.
8. Non-Refundable Charges
The following costs may be non-refundable once incurred or committed:
Carrier booking fees.
Shipping line or airline cancellation penalties.
Pickup and collection charges.
Cargo handling and loading charges.
Warehouse and storage fees.
Documentation and processing expenses.
Customs-related charges already paid.
Inspection and security screening fees.
Other third-party expenses.
Any non-refundable charges will be subject to the applicable service agreement, provider conditions, and consumer protection laws.
9. Deposits and Advance Payments
Some shipments require an advance deposit or partial payment before transportation arrangements can proceed.
Deposits may be used to cover:
Carrier booking costs.
Equipment reservation.
Cargo collection.
Transportation arrangements.
Documentation preparation.
Other agreed shipment-related expenses.
The refundability of a deposit depends on the stage of the shipment and the expenses already incurred.
A deposit is not automatically non-refundable unless that condition was clearly disclosed and agreed upon before payment.
10. Refund Processing Procedure
Customers requesting a refund must submit a written request to GlobalAxis Logistics.
The request should include:
Full customer name.
Booking or invoice number.
Payment date.
Amount paid.
Payment method.
Transaction reference.
Reason for the refund request.
Our team will review the request and may ask for additional supporting information.
Once approved, refunds will generally be issued through the original payment method where possible.
If the original payment method is unavailable, an alternative refund method may be agreed upon after appropriate verification.
11. Refund Processing Time
Approved refunds will be processed within a reasonable period after approval.
The time required for the funds to appear in the customer’s account may depend on:
The customer’s bank.
Payment service providers.
International transfer processing.
Currency conversion.
Banking holidays.
Compliance and verification procedures.
Any applicable refund processing timeframe or fee will be communicated to the customer where known.
GlobalAxis Logistics cannot control delays caused by banks or independent payment providers.
12. Shipment Delays and Refund Requests
Shipping schedules and estimated delivery dates may change due to circumstances beyond our reasonable control.
Examples include:
Vessel or flight delays.
Port congestion.
Customs inspections.
Severe weather.
Government restrictions.
Labour disputes.
Transportation disruptions.
Transshipment delays.
A shipment delay does not automatically qualify for a full refund where the agreed transportation service remains available or has already been performed.
However, refund requests will be reviewed in accordance with the applicable service agreement, carrier conditions, and mandatory legal rights.
13. Failed Delivery and Uncollected Cargo
Customers are responsible for ensuring that cargo can be received at the agreed destination.
Additional charges may apply if delivery fails because:
The recipient is unavailable.
The delivery address is incorrect.
The receiving location is inaccessible.
Customs clearance is incomplete.
Required charges remain unpaid.
Cargo is not collected within the permitted period.
Where cargo must be stored, returned, redirected, or disposed of, the customer may be responsible for the applicable costs, subject to law and the agreed service terms.
A failed delivery does not automatically entitle the customer to a refund.
14. Shipment Amendments and Rescheduling
Customers who wish to change shipment details should contact GlobalAxis Logistics as early as possible.
Amendments may include:
Changing the collection date.
Changing the destination.
Changing the delivery address.
Updating cargo information.
Changing the transportation method.
Modifying the number of packages or containers.
Changing the consignee details.
Amendments are subject to carrier and service-provider approval.
Additional charges may apply for changes made after booking confirmation or cargo dispatch.
15. Cancellation by GlobalAxis Logistics
GlobalAxis Logistics reserves the right to cancel or decline a shipment where:
The cargo is prohibited or cannot legally be transported.
Required documentation is missing or inaccurate.
The customer provides false or misleading information.
Payment obligations are not fulfilled.
The transportation provider refuses the cargo.
The shipment becomes unavailable due to regulatory or operational restrictions.
Continuing the shipment would violate applicable laws or regulations.
Where cancellation is attributable to GlobalAxis Logistics and not caused by the customer’s actions or third-party non-refundable costs, eligible payments for services not performed will be refunded in accordance with the applicable agreement and law.
16. Duplicate and Incorrect Payments
If a customer accidentally makes a duplicate payment or pays an incorrect amount, they should contact GlobalAxis Logistics with proof of payment.
Verified overpayments or duplicate payments will be reviewed and refunded where appropriate.
Customers should not initiate multiple payment transactions without first confirming the status of a previous payment.
17. Chargebacks and Payment Disputes
Customers are encouraged to contact GlobalAxis Logistics before initiating a payment dispute or chargeback.
We will review legitimate billing concerns and provide relevant transaction or service documentation where appropriate.
Nothing in this section restricts a customer’s statutory rights to dispute an unauthorized or incorrect payment through their payment provider.
18. Refunds for Third-Party Services
GlobalAxis Logistics may coordinate transportation and related services through independent shipping lines, airlines, trucking companies, warehouses, customs agents, and other service providers.
Third-party providers may have their own cancellation policies, refund conditions, and non-refundable charges.
Where a refund depends on a third-party provider, the customer’s refund request may remain subject to that provider’s decision and processing requirements.
19. Consumer Rights
Nothing in this policy is intended to exclude, restrict, or override any consumer rights or other legal protections that cannot legally be excluded or limited under applicable law.
Where mandatory consumer protection or transportation laws provide additional rights, those laws will apply.
20. Contact Information
For cancellation requests, refund inquiries, or shipment amendments, please contact:
GlobalAxis Logistics
Please include your invoice number or shipment booking reference when contacting our team.