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Refund Policy

Refund Policy

ShippingSupermarket.com Effective Date: 17/07/2026

 

📘 1. Introduction

This Refund Policy explains how refunds are handled for services purchased through ShippingSupermarket.com (“we”, “our”, “us”). By using our services, you agree to the terms outlined below.

 

🏢 2. BIFA Membership

ShippingSupermarket Ltd operates under the British International Freight Association (BIFA) Standard Trading Conditions (STCs). Where applicable, all freight‑forwarding, transport, and logistics services are subject to BIFA STCs, which may affect:

  • Liability limits
  • Claims procedures
  • Refund eligibility
  • Time limits for reporting issues
  • Documentation requirements

BIFA STCs take precedence over any conflicting terms in this Refund Policy.

For full details, customers may request a copy of the BIFA Standard Trading Conditions.

 

💳 3. Payments

All payments are processed securely through Stripe or other approved payment providers. We do not store full card details on our servers.

 

🔄 4. Refund Eligibility

Refunds may be issued only in specific situations, depending on the stage of your booking:

a) Before Collection Is Arranged

You may request a refund before a collection has been scheduled. Refunds at this stage are typically approved.

b) After Collection Is Arranged

Once a collection has been booked with a carrier, administrative and scheduling costs apply. Refunds may be partially granted depending on carrier fees and BIFA STCs.

c) After Collection Has Taken Place

Once a vehicle or cargo has been collected, refunds are not available, as transport services have already begun.

 

🚚 5. Non‑Refundable Situations

Refunds will not be issued if:

  • The customer provides incorrect or incomplete information
  • The vehicle or cargo is not ready at the agreed collection time
  • Customs delays occur due to missing documents
  • The customer declines insurance and damage occurs
  • The shipment is delayed due to weather, port congestion, strikes, or other external factors
  • The situation falls under non‑refundable conditions defined in BIFA STCs
 

📦 6. Service Changes

If you need to change your booking (collection date, delivery address, etc.), we will try to assist. Some changes may incur additional fees depending on carrier availability and BIFA STCs.

 

🛡️ 7. Insurance

If you purchased insurance, any claims must be made directly through the insurer. Refunds for insurance premiums follow the insurer’s own policy.

 

📄 8. How to Request a Refund

To request a refund, contact us with:

  • Your full name
  • Quote reference number
  • Payment receipt
  • Reason for refund request

We aim to respond within 3–5 business days.

 

⚖️ 9. Processing Time

Approved refunds are processed within 7–10 business days. Refunds are issued to the original payment method only.

 

🌍 10. Legal Compliance

This Refund Policy is governed by the laws of England and Wales and the BIFA Standard Trading Conditions where applicable. Any disputes will be handled by UK courts.

 

📞 11. Contact Us

ShippingSupermarket Ltd 50 Princes Street, Ipswich, England, IP1 1RJ Phone: 01394 242088 Email: support@shippingsupermarket.com