Policies · Cancellation and Refund
Cancellation and Refund Policy
You can cancel a booking. How much it costs depends on how far along we are. Before pickup — usually free. After your goods are loaded onto a vessel or flight — usually full price (carriers do not refund us once loaded). Consumers (private individuals) have a 14-day cooling-off period.
How to cancel
Email [email protected] with booking reference, reason (optional), and the words 'I cancel'. Acknowledged within 4 business hours during UK working hours. Phone / WhatsApp / portal accepted but always confirmed by email for a written record.
B2B cancellation fees
Before pickup arranged: no charge. After pickup arranged, before completed: carrier cancellation fee (if any) + £25 admin. After pickup, before vessel/flight load: actual costs incurred (haulage, documentation, customs lodgement) + 15% admin. After vessel/flight load, before discharge: full freight payable (carriers do not refund once loaded); door-step delivery may be re-routed for an additional fee. After discharge, before delivery: full freight; we re-route, or goods sit at the carrier's port / terminal storage rates until you instruct us.
B2C 14-day cooling-off
Under Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013: cancel within 14 days of booking, no reason needed, no penalty. Full refund within 14 days of agreement, same payment method, no fees. If you asked us to start during cooling-off, you pay for proportion of work done up to the moment you cancel — figure given in writing. After 14 days: Consumer Rights Act 2015 protections (re-perform, price reduction, refund where Services not performed with reasonable care and skill) still apply.
Refund process
Acknowledged within 1 BD. Calculated in writing — work done, third-party costs, admin fee. Issued within 10 BD (B2B) or 14 days (B2C). Paid by same method you used. No deduction for refund processing. Refund confirmation by email with reference.
Force majeure cancellation
If shipment cannot proceed because of force majeure (port closure, war, government action — see /policies/customer/18), we refund pre-paid amount less unavoidable third-party costs already incurred. Where we hold goods, we store at standard rates pending resolution. You can re-route or hold once force majeure clears. Both parties share force majeure consequences.
Our right to cancel without refund
Sanctions or KYC hit (see /legal/sanctions-and-compliance). Prohibited, restricted, or undeclared dangerous goods. Goods differ materially from booking. Payment not received as agreed. Breach of warranties in /legal/terms clause 4. Force majeure making performance impracticable. Where we cancel for sanctions/KYC/payment/breach: no refund for work done; we may exercise lien. Force majeure cancellation: refund per above.
Last reviewed 2026-06-06.