This Refund and Cancellation Policy explains how Segvic Logistics Ltd handles refunds, cancellations, changes, overpayments, and service interruptions for logistics, cargo, freight forwarding, customs clearance, warehousing, cargo handling, road freight, delivery, and related services.
By requesting a quotation, making payment, submitting shipment details, handing over cargo, or using our services, you agree to this Refund and Cancellation Policy.
1. General Policy
Segvic Logistics Ltd aims to treat customers fairly and handle refund or cancellation requests in a reasonable and transparent manner.
However, logistics services often involve third-party costs, carrier bookings, cargo handling, customs processing, warehousing, transport arrangements, documentation, overseas agents, and other committed expenses. For this reason, not all payments are automatically refundable once a service has started or costs have already been incurred.
Refund eligibility depends on the type of service requested, the stage of the shipment, the work already completed, third-party costs already paid, and the reason for cancellation or refund.
2. Requesting a Cancellation
A customer may request cancellation of a service by contacting Segvic Logistics Ltd as soon as possible through our official contact channels.
To request cancellation, you should provide:
- Your full name
- Phone number or email address used for the booking
- Shipment reference, invoice number, or quotation details where available
- Cargo description
- Service requested
- Reason for cancellation
- Any payment proof where applicable
Cancellation requests should be made promptly. Delayed cancellation may reduce or remove refund eligibility if the service has already started or costs have already been committed.
3. Cancellation Before Service Starts
If you cancel a service before Segvic Logistics Ltd has started processing the shipment, booked transport, engaged third-party partners, prepared documentation, collected cargo, paid carrier charges, or incurred other service-related costs, you may be eligible for a full or partial refund.
Any refund may be reduced by reasonable administrative costs, transaction charges, bank charges, mobile money charges, currency conversion costs, or other costs already incurred while handling your request.
4. Cancellation After Service Has Started
If you cancel after the service has already started, refund eligibility will depend on the stage of work completed and costs already incurred.
A full refund will normally not be available where Segvic Logistics Ltd has already:
- Collected, received, consolidated, packed, labeled, or handled cargo
- Booked air cargo, sea cargo, transport, warehousing, or delivery services
- Paid or committed funds to carriers, agents, suppliers, warehouses, customs agents, transporters, or third-party service providers
- Prepared, submitted, or processed customs, shipment, or clearance documents
- Started clearance, forwarding, storage, road freight, or delivery work
- Incurred administrative, operational, banking, mobile money, exchange rate, or transaction costs
Where cancellation is possible, Segvic Logistics Ltd may deduct all costs already incurred and refund only the remaining balance, if any.
5. Non-Refundable Charges
Some charges may be non-refundable once incurred, even if the customer later cancels the service.
Non-refundable charges may include:
- Carrier booking fees
- Freight charges already paid to airlines, shipping lines, consolidators, or agents
- Customs clearance work already performed
- Customs duties, taxes, penalties, inspection fees, or government charges already paid
- Warehousing, storage, handling, demurrage, or terminal charges already incurred
- Local transport or delivery costs already incurred
- Documentation, processing, administrative, or service fees for work already completed
- Bank charges, mobile money charges, card processing fees, currency conversion costs, or transaction charges
- Repackaging, labeling, pickup, cargo inspection, or special handling costs already incurred
- Third-party charges that cannot be recovered by Segvic Logistics Ltd
6. Refunds for Overpayment
If a customer accidentally pays more than the amount due, Segvic Logistics Ltd may refund the confirmed overpaid amount after reconciliation.
Before issuing a refund, we may verify:
- The payment source
- The invoice or quotation amount
- The amount received
- Any outstanding balance on the customer’s shipment or account
- Any transaction charges or bank deductions
Where a customer has another outstanding payment with Segvic Logistics Ltd, we may apply the overpayment toward the outstanding balance unless otherwise agreed.
7. Refunds Where Segvic Logistics Ltd Cannot Provide the Service
If Segvic Logistics Ltd is unable to provide a paid service due to reasons within our reasonable control, we may offer one or more of the following options:
- A refund of the eligible amount paid
- A partial refund after deducting costs already incurred
- Rescheduling of the service
- Use of the paid amount as credit toward another eligible service
- An alternative service option, where available and accepted by the customer
Refunds will not normally cover losses, missed opportunities, business interruption, lost profit, or indirect costs caused by service unavailability, unless required by applicable law.
8. Refunds for Customer Error
Refunds may be denied or reduced where a problem was caused by customer error, supplier error, receiver error, or inaccurate information provided by or on behalf of the customer.
Examples include:
- Wrong cargo description
- Wrong weight, quantity, volume, or value declaration
- Incorrect supplier, receiver, pickup, or delivery details
- Missing, false, incomplete, or delayed documents
- Failure to disclose restricted, prohibited, fragile, dangerous, or high-risk goods
- Failure to pay duties, taxes, penalties, storage, or other required charges on time
- Failure to respond to requests for information or approval
- Failure to collect cargo within the required period
- Providing payment to unauthorized persons or wrong accounts
Segvic Logistics Ltd will not be responsible for losses, delays, penalties, or non-refundable costs caused by customer error or failure to provide accurate and timely information.
9. Refunds for Delayed Shipments
Shipment timelines, customs clearance periods, arrival dates, and delivery estimates are not guaranteed unless expressly stated in writing.
A delay alone does not automatically qualify a customer for a refund, especially where the delay is caused by:
- Customs inspections, valuation reviews, tax issues, or regulatory checks
- Airline, shipping line, port, airport, or carrier delays
- Supplier delays
- Missing or incomplete documents
- Weather, strikes, public holidays, road conditions, accidents, unrest, or force majeure events
- Payment delays or customer response delays
- Third-party service providers outside our reasonable control
Where a delay is caused by a fault within the reasonable control of Segvic Logistics Ltd, we will review the matter fairly and determine whether a partial refund, service credit, fee adjustment, or other reasonable remedy is appropriate.
10. Refunds for Customs Duties, Taxes, and Government Charges
Customs duties, taxes, penalties, inspection fees, government charges, and regulatory fees are generally not refundable by Segvic Logistics Ltd once paid to the relevant authority.
If a refund is legally available from a customs, tax, port, airport, or government authority, the process, timeline, approval, and amount will depend on that authority’s rules and decision.
Segvic Logistics Ltd may assist where possible, but we do not guarantee approval or timing of refunds from government bodies or third-party authorities.
11. Refunds for Cargo Loss or Damage
Refunds for cargo loss or damage are handled separately from ordinary cancellation refunds.
If cargo is lost or damaged, the customer must notify Segvic Logistics Ltd as soon as possible and provide supporting evidence, including shipment details, invoices, photos, packaging information, and any relevant documents.
Refunds or compensation for cargo loss or damage may depend on:
- Whether cargo insurance was requested and confirmed before shipment
- The terms of the applicable carrier, airline, shipping line, warehouse, transporter, or insurer
- The declared value of the cargo
- The cause of loss or damage
- Whether the cargo was properly packed, declared, and documented
- Whether the damage was reported within the required time
- The liability limits in our Terms and Conditions
Standard logistics charges do not automatically include cargo insurance unless expressly agreed in writing. Customers are encouraged to request insurance for high-value, fragile, sensitive, or commercially important cargo.
12. Refund Method
Approved refunds will normally be made through the original payment method where practical.
Where refunding through the original method is not possible, Segvic Logistics Ltd may use another approved method after verifying the customer’s identity and payment details.
Refunds may be subject to deductions for transaction costs, bank charges, mobile money fees, card processing fees, exchange rate differences, or other charges that are not recoverable by Segvic Logistics Ltd.
13. Refund Processing Time
Refund processing time may vary depending on the payment method, verification process, bank processing time, mobile money provider, card provider, internal review, and whether third-party reconciliation is required.
Segvic Logistics Ltd will make reasonable efforts to process approved refunds within a practical timeframe after all required information has been received and the refund has been approved.
14. Service Credits
In some cases, Segvic Logistics Ltd may offer a service credit instead of a cash refund.
A service credit may be used toward a future eligible service, subject to approval and any conditions communicated at the time the credit is issued.
Service credits are not automatically transferable and may not be exchangeable for cash unless expressly agreed in writing.
15. Chargebacks and Payment Disputes
Customers are encouraged to contact Segvic Logistics Ltd first before initiating a chargeback, payment reversal, or formal payment dispute.
If a chargeback or reversal is initiated without first allowing us to review the issue, we reserve the right to suspend services, hold cargo where legally permitted, recover outstanding costs, and provide evidence of services rendered, costs incurred, shipment handling, or communication records to the payment provider.
False or abusive chargeback claims may result in refusal of future services.
16. Fraudulent or Suspicious Refund Requests
Segvic Logistics Ltd reserves the right to reject refund requests that appear fraudulent, dishonest, abusive, suspicious, unsupported, or inconsistent with service records.
We may request additional information before approving a refund. We may also report suspected fraud, unlawful activity, or payment abuse to the relevant authorities or service providers where appropriate.
17. Changes to This Policy
Segvic Logistics Ltd may update this Refund and Cancellation Policy from time to time to reflect changes in our services, operations, legal requirements, payment methods, or business practices.
The updated version will be posted on this page with a revised effective date. Your continued use of our website or services after changes are posted means you accept the updated policy.
18. Contact Us
If you have questions about this Refund and Cancellation Policy or wish to request a refund or cancellation, please contact us:
Segvic Logistics Ltd
Website: segviclogistics.com
Email: [email protected]
Phone: +256-701281976
Address: Ben Kiwanuka Street, Arua Park Plaza, Room F2-643