Return & Refund Policy
Because we sell services rather than goods, this policy covers when we will issue refunds or credit notes against invoices for freight, customs and warehousing work.
What this policy covers
Dynaquo Freightworks provides freight forwarding, customs brokerage and warehousing services, none of which involve the sale of physical goods. This document explains the circumstances in which we will issue a refund, partial refund or credit note against an invoice for those services.
Pre-shipment cancellations
Where you cancel a booking before any operational activity has commenced, no charge applies and any deposit will be refunded in full to the original method of payment within ten working days. “Operational activity” includes the issuing of carrier bookings, customs documentation, or the dispatch of pickup vehicles.
Cancellations after activity has commenced
Once operational activity has begun, costs already incurred by us with carriers, ports, warehouses or customs authorities are not refundable. Where activity is partially complete, we will issue a credit note for the unconsumed portion of the quotation. Carrier cancellation fees, where applicable, are passed through at cost.
Service failure attributable to us
Where a shipment is delayed, mis-routed or otherwise affected by an operational error on our part, we will, at our discretion: (a) refund the affected service line on the invoice; (b) issue a credit note of equivalent value against future bookings; or (c) absorb additional carrier costs needed to remedy the situation. Liability beyond this is governed by clause 6 of our terms and conditions.
Cargo loss or damage
Refunds for cargo loss or damage are handled under the FMFF standard trading conditions referenced in our terms. Refunds in such circumstances are not made through this policy but through the formal claim process, with documentary evidence of value, loss survey reports where appropriate, and any applicable insurance recovery.
Duplicate or erroneous billing
If you believe you have been billed twice or in error for the same service, contact us within sixty days of the invoice date. After verification we will issue a refund or credit note within fifteen working days.
How to request a refund
Send your request, together with the relevant booking reference and invoice number, to [email protected]. We aim to acknowledge within two working days and to resolve straightforward refund requests within fifteen working days. Complex claims involving carriers or insurers may take longer; in that case we will share an indicative timeline at acknowledgement.
Method of refund
Refunds are made by the original payment method where reasonably possible. Where this is not possible (for example, expired cards) we will arrange bank transfer to the originating account. We do not refund to a different beneficiary without written authorisation from a director of the client company.
Questions
Any questions about this policy can be sent to [email protected] or raised with your account coordinator.