Track Shipment

REFUND & CLAIMS POLICY

BritTrack Logistics Ltd

Effective Date: [20/10/2008]

Last Updated: [01/01/2026]

Refund & Claims Policy

This Refund & Claims Policy outlines the terms governing refunds, cargo claims, service disputes, and compensation related to services provided by BritTrack Logistics Ltd (“BritTrack”, “we”, “us”, “our”) within the United Kingdom, European Union, and international territories.

This policy applies to all freight, logistics, warehousing, customs clearance, and transport services.

1. Important Legal Framework

BritTrack operates under applicable transport conventions and regulations, including where relevant:

  • UK Carriage of Goods by Road Act 1965 (CMR Convention)

  • EU CMR Convention

  • Hague-Visby Rules (Sea Freight)

  • Montreal Convention (Air Freight)

  • UK Consumer Rights Act 2015 (where applicable)

  • EU Consumer Rights Directive 2011/83/EU (where applicable)

Freight and logistics services are governed primarily by transport law, not standard retail refund law.

2. Service Fees & Refund Eligibility

2.1 Non-Refundable Fees

The following are generally non-refundable once services have commenced:

  • Customs clearance processing fees

  • Documentation handling fees

  • Port handling charges

  • Administrative processing fees

  • Inspection fees

  • Regulatory compliance fees

  • Warehouse handling once processing has begun

2.2 Refunds for Cancelled Services

A refund may be considered where:

  • A booking is cancelled before dispatch or collection

  • No transport services have commenced

  • No third-party costs have been incurred

If cancellation occurs after operational costs are incurred, partial refunds may apply.

3. Cargo Loss, Damage & Delay Claims

3.1 Notification Period

Claims must be submitted:

  • Within 24 hours of delivery for visible damage

  • Within 7 calendar days for concealed damage

  • Within 21 days for delay claims

Failure to notify within required timeframes may invalidate claims under applicable transport conventions.

3.2 Claim Requirements

All claims must include:

  • Tracking number

  • Proof of shipment

  • Photographic evidence (where applicable)

  • Commercial invoice

  • Description of loss/damage

  • Estimated financial value

  • Proof of value documentation

Incomplete submissions may delay processing.

4. Liability Limits

BritTrack’s liability is limited in accordance with applicable transport conventions:

Road Freight (CMR)

Limited to 8.33 SDR per kilogram of gross weight lost or damaged.

Air Freight (Montreal Convention)

Limited to 22 SDR per kilogram unless higher value declared.

Sea Freight (Hague-Visby Rules)

Limited to 666.67 SDR per package or 2 SDR per kilogram, whichever is higher.

Unless additional insurance is purchased, liability shall not exceed statutory limits.

5. Insurance Coverage

Customers may purchase additional cargo insurance prior to shipment.

Where no additional insurance is declared:

  • Compensation is limited to statutory convention limits.

  • Consequential or indirect losses are not recoverable.

BritTrack is not responsible for:

  • Loss of profits

  • Business interruption

  • Regulatory penalties

  • Indirect damages

6. Customs & Regulatory Delays

BritTrack is not liable for:

  • Delays caused by customs authorities

  • Regulatory inspections

  • Border control holds

  • Government seizure or compliance actions

  • Incorrect documentation provided by customer

Any fines arising from incorrect documentation are the responsibility of the shipper.

7. Refund Processing Time

Approved refunds will be processed within:

  • 7–14 business days (UK)

  • 14–21 business days (EU/international)

Refunds are issued using the original payment method where possible.

8. Dispute Resolution

If a dispute cannot be resolved internally:

UK Customers:

Disputes may be subject to UK jurisdiction and courts of England & Wales.

EU Customers:

Disputes may be handled in accordance with EU jurisdictional regulations where applicable.

Alternative dispute resolution (ADR) may be considered before litigation.

9. Force Majeure

BritTrack shall not be liable for failure or delay caused by:

  • Natural disasters

  • War or civil unrest

  • Strikes

  • Port closures

  • Government restrictions

  • Pandemics

  • Acts beyond reasonable control

10. How to Submit a Claim

Claims must be submitted to:

📧 [email protected]

Subject Line: Cargo Claim – [Tracking Number]

11. Amendments

BritTrack reserves the right to amend this policy in accordance with changes in regulatory requirements.

⚖️ Important Strategic Note

For freight companies:

  • You DO NOT offer “14-day no questions asked refunds” like e-commerce.

  • Transport law overrides consumer refund rights in most freight scenarios.

  • Your strongest protection is clearly limiting liability to SDR conventions.