Scope
This policy applies to freight forwarding, customs brokerage, warehousing, and related logistics services provided by CargoLine (operated by Priority Cargo Australia Pty Ltd). As a service-based business, the nature of refunds and cancellations differs from retail product returns.
Service Cancellations
If you need to cancel a booked shipment or service, the following conditions apply:
- Before carrier booking is confirmed: Full refund of any prepaid charges, less a nominal administration fee of $50 AUD
- After carrier booking but before cargo pickup: Refund of prepaid charges minus any cancellation fees imposed by the carrier or transport provider, plus our administration fee
- After cargo has been collected or is in transit: No refund is available for services already rendered. Any recoverable amounts from carriers will be passed on to the client less applicable fees
Customs Brokerage Services
Customs clearance fees are non-refundable once a customs entry has been lodged with the Australian Border Force. If an entry is lodged in error due to incorrect information provided by the client, any government charges or penalties incurred are the responsibility of the client.
Warehousing and Storage
Storage charges are billed in accordance with the agreed schedule. Early withdrawal of goods does not entitle the client to a refund of minimum storage periods already invoiced. Excess storage charges may be disputed within 14 days of the invoice date.
Disputes and Claims
If you believe you have been incorrectly charged or wish to dispute an invoice:
- Contact our accounts team at [email protected] within 14 days of receiving the invoice, providing details of the disputed amount and supporting documentation
- We will investigate and respond within 10 business days
- If the dispute is resolved in your favour, a credit note or refund will be issued within 5 business days of resolution
Cargo Loss or Damage Claims
Claims for loss or damage to cargo are governed by the applicable transport convention and our trading terms. Clients must:
- Notify us in writing within 3 days of delivery for visible damage, or within 14 days for concealed damage
- Retain all packaging materials and damaged goods for inspection
- Provide supporting documentation including photographs, commercial invoices, and packing lists
We strongly recommend comprehensive cargo insurance for all shipments, as carrier liability limits are often significantly below the commercial value of goods.
Refund Method
Approved refunds will be processed via the original payment method. Bank transfers typically take 3 to 5 business days. Credit card refunds may take up to 10 business days depending on your card issuer.
Contact
For refund enquiries or cancellation requests, reach us at [email protected] or call (02) 9282 9799.