Refund Policy

1. Scope

This Refund Policy explains when and how you may be entitled to a refund for payments made to MR STEVEN RICHARD TOPPLE ("we", "us", "our") for freight, logistics, warehousing, customs clearance and related services. It forms part of our Terms of Service.

2. Quotes and deposits

Quotes are free of charge and carry no obligation. Where we request an advance payment or deposit to secure a booking, we will tell you clearly before you pay. If you cancel before any services are arranged and before any third-party costs are incurred on your behalf, your deposit is refunded in full.

3. When a refund applies

You may be entitled to a refund in the following circumstances:

• We cannot provide the service you paid for and you are entitled to a refund under our agreement or consumer law.
• The service is cancelled by us and not rescheduled.
• You cancel a booking in accordance with our Terms of Service before third-party costs are incurred.

4. Services not performed

If we are unable to provide an agreed service, we will offer either a full refund of any amounts paid for that service or a credit towards an alternative arrangement, at your choice. Freight and logistics services are, however, performed by a chain of independent carriers and third parties; once transport is underway, payments made to those parties generally cannot be recovered, which is reflected in our cancellation terms.

5. Non-refundable costs

The following are generally not refundable:

• Costs we have already paid to carriers, shipping lines, airlines, port operators, customs authorities or other third parties on your behalf.
• Carrier cancellation and rebooking charges.
• Documentation and customs processing fees already incurred.
• Insurance premiums where cover has been arranged and provided.
• Storage or demurrage charges incurred due to delays caused by you or your goods.

Where a refund is due, we will deduct these non-refundable costs from the amount refunded and provide a breakdown.

6. Loss or damage claims

Claims for cargo lost or damaged in transit are not refunds but are handled as separate claims under the applicable carrier's liability regime, our Terms of Service and any cargo insurance you hold. If your goods are lost or damaged, please notify us in writing within the time limits set out in our shipping documentation (typically within 3 days of delivery for visible damage, or 21 days for other loss or damage). We recommend cargo insurance; without it, liability may be limited well below the value of your goods.

7. How to request a refund

To request a refund, email us at nguyenhoangluan230176@gmail.com with your name, company name (if applicable), invoice or booking reference, and the reason for your request. We may ask for supporting evidence. We will acknowledge your request within 5 business days.

8. Refund processing times

Once a refund is approved, we will process it to the original payment method within 14 days. Depending on your bank or card provider, it may take a further 3–10 business days to appear in your account. Refund requests relating to loss or damage claims will be handled under the relevant claims process and may take longer.

9. Contact us