Refund and Cancellation Policy

1. Scope

This policy applies to services booked with LAMERZA SHIPPING SERVICES Sp. z o.o. Freight, chartering and logistics services are arranged individually, so cancellation terms depend on how far the booking has progressed and on the terms of the carriers and suppliers engaged for it.

2. How to cancel

Cancellation requests must be sent in writing to info@lamerza-poland.com, quoting the booking or invoice reference. The cancellation takes effect on the business day we acknowledge it in writing.

3. Cancellation charges

• Before we place any booking with a carrier or supplier: cancelled free of charge, full refund of amounts paid
• After booking but before equipment release, cargo collection or vessel nomination: refund less our administration fee and any non-recoverable third-party costs already incurred
• After equipment release, cargo collection, loading or vessel nomination: refund limited to amounts we can recover from carriers and suppliers
• After departure, delivery or completion of the service: no refund, as the service has been performed

4. Costs that cannot be refunded

Third-party costs that are already incurred and non-recoverable are not refundable. These typically include carrier cancellation and no-show fees, port and terminal charges, customs and inspection fees, storage, demurrage and detention, and bank charges.

Every deduction is supported by documentary evidence provided to the customer.

5. Cancellation by us

Where we cancel a booking for reasons within our control, or where the service cannot be performed at all, we refund the amount paid for the unperformed service in full.

Where a booking is refused or terminated because compliance, KYC or sanctions requirements are not met, amounts received are returned to the originating account, less any costs already incurred and any amount we are legally prevented from returning.

6. How refunds are paid

Refunds are made in the currency of the original payment, using the same payment method and to the same account the payment came from. We do not refund to third-party accounts.

Approved refunds are processed within 14 calendar days of approval. Card refunds are returned through the payment gateway and the time it takes to appear depends on the cardholder's bank.

7. Disagreements

If you disagree with a cancellation charge or a refund calculation, raise it under our Complaints Policy. Cargo loss or damage claims are handled under the applicable transport law and carrier terms, not under this policy.