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- info@thelogisticsguys.com.au
- Mon–Fri, 10:00 AM – 4:00 PM
Refund Policy
4.1 General Refund Policy
TLG strives to provide exceptional service. However, we understand that unforeseen circumstances may arise. This Refund Policy outlines the conditions under which refunds may be issued.
4.2 Cancellation Refunds
Pre-Pickup Cancellation: If a shipment is canceled before pickup, a full refund will be issued, minus any non-refundable fees or deposits.
Post-Pickup Cancellation: Once a shipment is in transit, a refund may not be possible. However, TLG will work with the Customer to resolve any issues and explore potential solutions.
4.3 Service Failure Refunds
TLG’s Fault: If a service failure occurs due to TLG’s negligence or error, such as a significant delay or damage to the goods, TLG will investigate the matter and issue a refund or credit, as appropriate.
Force Majeure Events: TLG is not liable for delays or service disruptions caused by events beyond its reasonable control, such as natural disasters, government regulations, or labor strikes. In such cases, refunds may not be applicable.
4.4 Refund Request Process
Contact TLG: To initiate a refund request, please contact TLG’s customer support team via phone or email.
Provide Information: Provide your booking ID, payment details, and a brief explanation of the reason for the refund request.
Review and Processing: TLG will review the request and supporting documentation. If approved, the refund will be processed within 2-3 business days.
4.5 Refund Methods
Refunds will be issued using the original payment method, such as credit card or bank transfer.
4.6 Damaged Goods
Damage Claims: To file a claim for damaged goods, the Customer must notify TLG within 7 days of delivery. For perishable goods, the timeframe is 2 days.
Documentation: The Customer must provide clear photographic evidence of the damage and any relevant shipping documents.
Inspection: TLG may require the damaged goods to be inspected by a designated representative.
Refund or Replacement: Depending on the severity of the damage and the terms of the insurance policy, TLG may issue a refund or arrange for a replacement shipment.
Please note that TLG reserves the right to modify this Refund Policy at any time. The latest version of the policy will be available on TLG’s website.