Refund Policy

1. Our Commitment to Service and Clarity

At Nurr Logistics Ltd, we aim for complete clarity in all our pricing and service delivery. This Refund Policy defines the circumstances under which a client may be eligible for a full or partial refund for logistics services booked or executed by us.

2. Eligibility for Service Refunds

Refunds are processed only for the direct costs of the logistics service paid to Nurr Logistics Ltd.

• Service Cancellation (Prior to Pickup/Booking Confirmation): If a booking is formally cancelled before the scheduled pickup or before we have incurred costs (e.g., fuel, initial transport booking), the client is eligible for a full refund of any service fees already paid to Nurr Logistics Ltd.

• Service Failure (Non-Delivery/Major Delay): If Nurr Logistics Ltd is solely responsible for a complete and verifiable failure to initiate or complete the agreed-upon transport, leading to non-delivery without a force majeure event, the client may be eligible for a full refund of the base shipping service cost.

• Overcharge/Billing Error: If a client can demonstrate they were overcharged due to a verifiable error in calculating weight, dimensions, or service fees by Nurr Logistics Ltd, they will receive a refund for the amount of the overcharge.

3. Exclusions: When Refunds Are Not Granted

Refunds are generally not granted in the following circumstances:

• Change of Mind (Post-Commencement): Once a shipment has been picked up or transportation has commenced, the base service fee is non-refundable. Any subsequent charges will relate to rerouting, return, or storage costs.

• Incorrect Information: If non-delivery, delay, or customs issues arise due to the client providing incorrect, incomplete, or misleading information (e.g., wrong address, improper classification, missing documents).

• Customs, Duties, and Taxes (DDT): We do not refund amounts paid for import duties, taxes, or customs fees. These charges are governmental and are payable regardless of the service outcome, provided the service was executed.

• Force Majeure Events: No refunds will be provided for delays or service disruption caused by events outside of our reasonable control, including but not limited to severe weather, natural disasters, strikes, civil unrest, or port closures.

• Damaged Goods: Compensation for physical damage to goods is handled through our Claims Process and is subject to the limitations of liability outlined in our Terms & Conditions. It does not fall under this Refund Policy.

4. Refund Process and Timeline

1. Request Submission: All refund requests must be submitted in writing to our Billing Department at billing@nurrlogictics.co.uk within 28 days of the date of service delivery or cancellation. The request must include the original invoice number and a clear explanation of the reason for the refund.

2. Review and Approval: Nurr Logistics Ltd will review the request within 7 business days.

3. Processing: Approved refunds will be processed back to the original method of payment (e.g., credit card or bank transfer) within 10 business days following approval.