1. Introduction
This Refund & Claims Policy outlines the conditions under which refunds, compensation, and claims may be requested for services provided by EuraWays Logistics Limited (“we”, “our”, “the Company”).
This Policy applies to all B2B clients using our logistics, freight forwarding, delivery, warehousing, and customs services.
2. General Principles
EuraWays Logistics Limited acts primarily as a freight forwarder and logistics coordinator.
Refunds and compensation are not automatically guaranteed and depend on carrier liability, international conventions, and the specifics of each shipment.
All claims must follow the procedures and deadlines outlined in this document.
If cargo insurance is not purchased, liability is limited according to transportation conventions.
REFUNDS
3. Refund Eligibility
Refunds may be considered if:
A service was not provided due to an error caused solely by the Company
An overpayment or duplicate payment occurred
A shipment was cancelled by the Client before pickup, subject to cancellation fees
A service failure occurred that is directly attributable to the Company and not to external factors
Refunds are not available for:
Delays caused by customs, weather, port congestion, strikes, inspections, or carrier disruptions
Incorrect information provided by the Client
Goods prohibited or misdeclared by the Client
Situations outside the Company’s control (force majeure)
4. Cancellation Fees
If the Client cancels a shipment:
Before pickup → partial refund may apply
After pickup → no refund (operational costs already incurred)
Warehousing, customs, and handling fees are non-refundable
5. Refund Process
Refund requests must be submitted to:
📧 contact@euroways.com
Include:
Invoice number
Shipment reference
Client company name
Reason for refund request
Supporting documentation
Refunds, if approved, are issued within 7 to 30 business days depending on payment method.
CLAIMS FOR DAMAGE, LOSS OR DELAY
6. Claim Eligibility
Claims may be submitted if:
Goods are damaged during transport
Goods are lost
Delivery is significantly delayed, causing a verifiable financial impact
There is a proven failure by a carrier or partner
Eligibility requires:
Shipment was compliant with regulations
Proper packaging and labeling were provided by the Client
No prohibited or restricted items were involved
All required documentation was submitted correctly
7. Deadlines for Claims
International logistics conventions impose strict deadlines:
Visible damage: within 48 hours of delivery
Concealed damage: within 7 days of delivery
Delay claims: within 14 days
Lost shipments: within 30 days after estimated delivery date
Claims submitted after these deadlines may be automatically rejected.
8. Required Documentation
Every claim must include:
Commercial invoice
Packing list
Photos and videos of the damaged goods
Proof of value
Waybill or Bill of Lading
Delivery note (if applicable)
Description of the issue
Any supporting evidence
Incomplete claims may delay processing or be rejected.
LIABILITY & COMPENSATION
9. Liability Limits
If no cargo insurance was purchased, compensation is limited according to international conventions:
Air freight → Montreal Convention limits
Sea freight → Hague-Visby Rules (per kg or per package)
Road freight → CMR Convention limits
Rail freight → Applicable railway rules
These limits are often much lower than the value of commercial goods.
Thus, we strongly recommend purchasing optional cargo insurance.
10. Cargo Insurance
If the Client purchased additional cargo insurance through EuraWays:
Compensation will follow the policy terms of the insurer
Claims may be processed faster
Value-based reimbursement may be possible
Without insurance → limited liability applies.
11. Exclusions
Claims are not accepted for:
Poor packaging done by the Client
Misdeclared or hazardous goods
Temperature-sensitive or perishable items
Normal wear during transport
Delays caused by customs, inspections, regulatory checks
Force majeure (weather, political unrest, port strikes, etc.)
CLAIM PROCESS
12. How to Submit a Claim
All claims must be sent to:
📧 contact@euroways.com
Include:
“CLAIM REQUEST” in the subject line
Shipment tracking or reference number
All required documents listed above
Full description of the issue
13. Processing Time
Once a complete claim is received:
Acknowledgment within 3–5 business days
Investigation with carriers/partners: 10–45 business days
Final decision communicated in writing
Complex cases, customs matters, or international investigations may take longer.
14. Dispute Resolution
If no agreement is reached:
The Client may request a formal review
Disputes fall under the jurisdiction of Hong Kong SAR courts
International arbitration may be considered if specified in a contract
15. Contact
For all refund and claim matters:
EuraWays Logistics Limited
Email: contact@euroways.com