At Cemrax Cargo Services, customer satisfaction and trust are at the heart of our business. We take every shipment seriously and strive to ensure your cargo is handled with care, delivered safely, and on time. However, we understand that unexpected situations can occur, and this policy outlines the process for handling refunds, claims, and compensation in such cases.
Eligibility for Refunds & Claims
Refunds or claims may be considered under the following circumstances:
- Shipment loss or damage caused during transit by Cemrax Cargo Services or its authorized partners.
- Delivery delays exceeding the committed timeframe (subject to service terms).
- Incorrect billing or double payment errors made through our system.
- Service cancellations before dispatch or flight departure.
Claim Submission Process
To initiate a refund or claim request, please follow the steps below:
- Submit a claim form via our customer support email or in person at your local Cemrax branch.
- Include shipment tracking details, proof of payment, and a clear description of the issue.
- Provide supporting evidence, such as photos of damaged cargo, invoices, or delivery receipts.
- Our claims team will review and verify all details within 5–10 working days.
- Once approved, the refund or compensation will be processed via your original payment method or credited to your account.
Conditions for Refunds
- Refunds are only applicable for unused or cancelled shipments before processing.
- For damaged or lost shipments, claims must be submitted within 7 days of the delivery date or expected arrival.
- Approved refunds will be processed within 7–14 working days after verification.
- Partial refunds may be offered depending on the level of service completion at the time of cancellation.
Non-Refundable Services
The following are not eligible for refunds or claims:
- Shipments delayed due to incomplete or incorrect documentation.
- Cargo held, seized, or returned due to customs regulations.
- Shipments without valid insurance coverage or declared value.
- Perishable or restricted goods damaged due to handling limitations or natural conditions.
- Any service after successful delivery confirmation.
Damage or Loss Claims
For damage or loss claims:
- A written notice must be submitted to Cemrax Cargo Services within 7 days of delivery.
- The claim must include proof of value, damage photographs, and delivery receipts.
- Cemrax reserves the right to inspect or investigate the shipment before processing the claim.
- Compensation will be based on the declared shipment value or insurance coverage.
Policy Revisions
Cemrax Cargo Services reserves the right to update or modify this Refunds & Claims Policy at any time to comply with business or regulatory changes. Please check this page periodically for the latest version.