Fair, Clear & Transparent

VM2 Logistics aims to provide reliable and transparent logistics services to its customers. This Refund and Cancellation Policy explains the circumstances under which a service may be cancelled and when payments may be refundable.

Refund eligibility may depend on the type of service, shipment status, operational commitments, third-party charges and expenses already incurred on behalf of the customer.

This policy may apply to logistics and transportation services provided or arranged by VM2 Logistics, including:

• Road Freight: Domestic and interstate transportation services.
• Rail Freight: Rail-based cargo transportation and related arrangements.
• Air Freight: Air cargo booking and transportation services.
• Sea Freight: Ocean freight and related shipping arrangements.
• Customs Clearance: Documentation and customs coordination services.
• Warehousing: Storage, handling and related warehouse services.
• Last-Mile Delivery: Final delivery and distribution services.
• International Logistics: Cross-border logistics coordination and related services.

Customers may request cancellation by contacting VM2 Logistics through the communication channel specified during booking or service confirmation.

• Cancellation requests should be submitted as early as possible.
• The request should include the booking, shipment or service reference number where applicable.
• Cancellation is not considered complete until it has been acknowledged by VM2 Logistics.
• Any charges already incurred before cancellation may be deducted where applicable.

If a customer cancels a shipment or service before operational processing or dispatch has commenced, VM2 Logistics may consider the payment for refund, subject to applicable terms.

Any third-party booking charges, payment gateway fees, documentation charges, handling charges or other non-recoverable costs may be deducted from the amount refundable to the customer.

Once a shipment has been dispatched, handed over to a carrier, loaded, transported or otherwise committed to an operational process, cancellation may not qualify for a full refund.

Charges associated with transportation, loading, unloading, handling, storage, carrier bookings, documentation, customs or other services already performed may remain payable.

• Transportation charges already incurred may be non-refundable.
• Carrier cancellation or amendment charges may be passed on to the customer.
• Storage or handling charges incurred after cancellation may remain payable.

Refunds are considered based on the actual status of the service and the expenses incurred by VM2 Logistics or third-party service providers.

Certain charges may be non-refundable where the related service has already been performed, committed or paid to a third party.

• Completed transportation or delivery charges.
• Carrier cancellation or amendment charges.
• Documentation and processing charges already incurred.
• Warehouse, storage or handling charges already incurred.
• Customs-related charges already paid or incurred.
• Government, statutory or regulatory charges.
• Third-party service fees that cannot be recovered.
• Special handling or time-critical service charges already committed.

Customs duties, taxes, government fees, examination charges, penalties and other regulatory amounts are generally determined by the relevant authority or third-party service provider.

Amounts already paid or incurred for customs clearance, government requirements or regulatory processing may not be refundable by VM2 Logistics.

Logistics operations can sometimes be affected by circumstances outside the reasonable control of the service provider, carrier or customer.

• Weather conditions and natural events.
• Traffic, road restrictions or transportation disruptions.
• Port, airport or terminal congestion.
• Government restrictions or regulatory actions.
• Customs inspections or clearance delays.
• Carrier schedules or operational limitations.
• Strikes, civil disturbances or other external events.

A delay by itself does not automatically create an entitlement to a full refund. Any refund or adjustment will depend on the applicable service terms and the circumstances involved.

If delivery cannot be completed because of incorrect address information, recipient unavailability, refusal to accept the shipment, missing documentation or other customer-related reasons, additional charges may apply.

• Re-delivery charges.
• Return transportation charges.
• Additional storage charges.
• Handling or loading/unloading charges.
• Carrier or third-party charges.

Such costs may be deducted from any refundable amount or separately charged to the customer.

Where a refund is approved, VM2 Logistics will initiate the applicable refund process after completing the necessary verification.

• Refunds may be processed through the original payment method where technically and operationally possible.
• Processing time may depend on the payment gateway, bank or financial institution.
• Customers may be required to provide additional information to verify the transaction.
• Any applicable deductions will be communicated before the refund is processed where reasonably practicable.

Certain services may have separate cancellation, refund or payment conditions communicated to the customer before confirmation.

Where a written quotation, service agreement, shipment contract or other specific commercial terms expressly provide different cancellation or refund conditions, those terms may apply to the relevant transaction.

VM2 Logistics may update this Refund and Cancellation Policy from time to time to reflect changes in its services, operational practices, payment processes or applicable legal and regulatory requirements.

The latest version published on this website will represent the current policy for future transactions, subject to applicable contractual terms.

If you have a question regarding a cancellation, refund request or payment, please contact VM2 Logistics with your booking or shipment reference details.