CargoConnect Global Logistics

Refund Policy

Last updated: 19 March 2026

1. Scope

This Refund Policy applies to all freight forwarding, customs brokerage, warehousing, and related logistics services ("Services") provided by CargoConnect Global Pty Ltd (ABN 47 631 285 109), trading as CargoConnect Global Logistics ("we", "us", "our"). This policy should be read in conjunction with our Terms and Conditions, which govern the broader relationship between us and our clients ("you", "the Client").

Due to the nature of freight forwarding services, traditional product return policies do not apply. Freight services involve the coordination of multiple third-party carriers, customs authorities, and logistics providers, and once a shipment process has commenced, costs are incurred that may not be recoverable. This policy sets out the circumstances under which cancellations, refunds, or credits may be available.

2. Cancellation Before Shipment

If you wish to cancel a booking before your cargo has been collected or delivered to the carrier, warehouse, or port facility, the following terms apply:

  • More than 48 hours before scheduled pickup: You may cancel your booking with a full refund of any prepaid freight charges, less an administrative fee of AUD $150 (excluding GST) to cover the cost of booking arrangements, documentation preparation, and carrier coordination already undertaken.
  • Within 48 hours of scheduled pickup: You may cancel your booking, however a cancellation fee of 25% of the quoted freight charges (minimum AUD $250) will apply to cover carrier booking penalties, slot cancellation charges, and administrative costs that have already been incurred.
  • Customs brokerage services: If customs documentation has already been prepared or lodged with the Australian Border Force or other regulatory authority prior to cancellation, the full customs brokerage fee is payable and non-refundable, as professional services have been rendered regardless of whether the goods ultimately ship.

All cancellation requests must be submitted in writing to [email protected] or communicated to your assigned account manager. Verbal cancellations will be actioned as a courtesy but must be confirmed in writing within 24 hours.

3. Cancellation After Pickup

Once cargo has been collected from the origin premises or delivered to a carrier terminal, warehouse, or port facility, the shipment is considered to be in transit for the purposes of this policy. Cancellation or diversion of a shipment after this point is subject to the following conditions:

  • Freight charges already incurred with carriers (shipping lines, airlines, road transport operators) are non-refundable. We will use reasonable endeavours to negotiate the return or diversion of your cargo, but any return freight, storage, handling, re-delivery, or carrier penalty charges will be passed on to you at cost.
  • Where cargo has been loaded onto a vessel or aircraft, diversion or return may not be possible until the cargo reaches the next scheduled port or airport of call. Additional charges will apply for any re-routing, transhipment, or return transport.
  • If export customs declarations have been lodged, cancellation of the export may require additional filings with the Australian Border Force, which will incur further customs brokerage fees.
  • Warehousing and storage charges will continue to accrue until the cargo is collected, re-delivered, or otherwise disposed of in accordance with your instructions.

We will provide you with a detailed breakdown of all costs associated with the cancellation or diversion before proceeding, where time and circumstances permit. In urgent situations where delay would result in additional charges or penalties, we may take reasonable action to mitigate costs and advise you as soon as practicable thereafter.

4. Service Failures

We are committed to providing reliable, professional freight forwarding services. If we fail to deliver a service as agreed, the following remedies may be available:

  • Significant delays: If a shipment is delayed beyond the estimated transit time by more than 10 business days due to circumstances within our direct control (excluding carrier delays, customs holds, force majeure, or other events beyond our control), we will review the matter and may offer a partial credit or fee reduction at our discretion.
  • Incorrect routing or documentation errors: If we make an error in booking, routing, or documentation that results in additional charges to the Client, we will bear the cost of rectifying the error, including any additional freight, storage, or customs charges directly attributable to our mistake.
  • Service not performed: If we accept a booking and payment but fail to arrange any part of the agreed service through our own fault, we will refund the fees paid for the unperformed portion of the service in full.

Delays, diversions, or additional costs caused by carriers, shipping lines, airlines, customs authorities, government agencies, port operators, or other third parties are not attributable to us and do not give rise to a refund. We act as your agent in arranging carriage and are not responsible for the performance of third-party service providers.

5. Damaged or Lost Cargo

Claims for damaged or lost cargo are governed by the claims procedures set out in our Terms and Conditions. Refunds for freight charges are not automatically provided in cases of cargo damage or loss, as these matters are properly addressed through cargo insurance claims or carrier liability claims rather than fee refunds.

However, the following may apply:

  • If cargo is lost in transit and you have cargo insurance arranged through us, we will assist you in lodging your insurance claim and provide all necessary documentation from our records to support the claim.
  • If cargo is lost in transit and was uninsured, you may have a claim against the carrier under the applicable international transport convention (Hague-Visby Rules for sea freight, Montreal Convention for air freight) or the carrier's own terms and conditions. Our liability as freight forwarder is limited as set out in our Terms and Conditions.
  • If damage occurs while goods are in our direct custody (for example, at our warehouse facility) and is caused by our negligence, we will accept liability subject to the limitations set out in our Terms and Conditions.

All claims for damage or loss must be notified to us in writing within the timeframes specified in our Terms and Conditions. Late notification may prejudice your ability to recover compensation from carriers or insurers.

6. Refund Process

Where a refund is approved under this policy, the following process applies:

  • Refunds will be processed within 14 business days of approval.
  • Refunds will be issued using the same payment method as the original transaction. If you paid by credit card, the refund will be credited to the same card. If you paid by bank transfer, the refund will be remitted to the originating bank account.
  • Where a partial refund is due, we will provide a clear itemised statement showing the original charges, any non-refundable amounts, and the net refund payable.
  • Refunds are issued in Australian dollars (AUD). If the original payment was made in a foreign currency, the refund will be calculated at the exchange rate applicable on the date of refund processing, and any difference due to exchange rate fluctuations is borne by the Client.
  • Fees charged by payment processors or banks for the original transaction (such as credit card merchant fees or international wire transfer fees) are non-refundable.

7. Disputes

If you disagree with a decision made under this Refund Policy, you may escalate the matter through the following process:

  • Step 1 — Internal review: Submit a written request for review to [email protected], addressed to the Operations Manager, setting out the grounds for your dispute and any supporting documentation. We will acknowledge your request within 2 business days and provide a substantive response within 14 business days.
  • Step 2 — Senior management review: If you are not satisfied with the outcome of the internal review, you may request a further review by our senior management team. This request must be made in writing within 14 days of receiving the initial decision. Senior management will respond within 21 business days.
  • Step 3 — External resolution: If the dispute cannot be resolved through our internal process, either party may refer the matter to mediation administered by the Resolution Institute (formerly LEADR and IAMA) in Brisbane, Queensland. The costs of mediation will be shared equally unless the mediator determines otherwise. If mediation does not resolve the dispute, the matter may be referred to the courts of Queensland in accordance with the governing law provisions in our Terms and Conditions.

Nothing in this dispute resolution process limits or affects any rights you may have under the Australian Consumer Law or other mandatory statutory protections that cannot be excluded by agreement.

8. Contact Us

If you have any questions about this Refund Policy, need to request a cancellation, or wish to lodge a refund claim, please contact us: