This Refund & Claims Policy outlines the circumstances under which VCANFreight provides refunds and how to file claims for damaged, lost, or delayed shipments. By using our services, you agree to the terms outlined below.
1. Refund Policy
1.1 Service Fee Refunds
VCANFreight service fees are refundable under specific conditions outlined below. Note that carrier charges (ocean freight, air freight, etc.) are subject to the carrier's own refund policies.
1.2 Eligible Refund Scenarios
Booking Cancellation (Before Confirmation): Full refund of service fees if you cancel within 24 hours of booking and before the booking is confirmed by the carrier.
Service Not Provided: Full refund if VCANFreight is unable to provide the booked service due to our error.
Overcharging: Refund of any overcharged amount due to pricing errors.
Duplicate Payment: Full refund for any duplicate charges.
1.3 Non-Refundable Scenarios
Service fees are NOT refundable in the following cases:
After booking confirmation by the carrier
Change of mind or business circumstances
Force majeure events (natural disasters, wars, pandemics)
Customs delays or clearance issues
Incorrect information provided by the customer
Carrier cancellations or schedule changes (subject to carrier's policy)
1.4 Carrier Charges
Ocean freight, air freight, and other carrier charges are subject to the individual carrier's refund and cancellation policies. VCANFreight will assist you in requesting refunds from carriers, but we cannot guarantee carrier refunds.
1.5 Refund Processing Time
Processing Timeline
Approved refunds are processed within 5-10 business days. The refund will be credited to your original payment method. Bank processing times may vary.
2. Claims Policy
2.1 Types of Claims
You may file a claim for:
Cargo Damage: Goods damaged during transit
Cargo Loss: Goods lost or missing during transit
Delivery Delay: Significant delays beyond quoted transit time
Service Failure: Failure to provide agreed-upon services
2.2 How to File a Claim
Notify Us Immediately: Contact our claims team within 24 hours of discovering the issue.
Submit Required Documentation: Provide the following within 7 days:
Completed claim form (available from our team)
Booking reference number
Commercial invoice and packing list
Bill of Lading / Air Waybill
Photos of damaged goods (if applicable)
Survey report from independent inspector (for claims over $10,000)
Any other relevant documentation
Claim Review: Our team will review your claim within 5 business days and respond with a decision or request for additional information.
Resolution: Approved claims will be settled within 15-30 business days.
2.3 Claim Deadlines
Important: Claims must be filed within the following timeframes:
Damage claims: Within 3 days of delivery
Loss claims: Within 21 days of expected delivery
Delay claims: Within 7 days of delivery
Hidden damage: Within 7 days of discovery
2.4 Insurance Coverage
VCANFreight offers cargo insurance as an optional add-on service. If you purchased insurance:
Coverage is typically up to 110% of the cargo's invoice value
Claims are processed according to the insurance policy terms
Insurance claims may take 30-60 days for settlement
If you did not purchase insurance, claims are subject to the carrier's liability limits, which are typically limited under international conventions (e.g., Hague-Visby Rules: ~$2-3 per kg).
3. Cancellation Policy
3.1 Before Booking Confirmation
Full Refund
Cancel free of charge within 24 hours of booking, before carrier confirmation.
3.2 After Booking Confirmation
Cancellation fees apply after carrier confirmation:
Before cargo pickup: 25-50% of total charges
After pickup but before departure: 50-75% of total charges
After departure: No refund (subject to carrier policy)