Refund Policy — Global Track Express
Our Commitment to Fair and Transparent Billing
At Global Track Express, we understand that plans change, shipments get delayed, and sometimes issues arise that are entirely outside your control. This Refund Policy outlines when refunds apply, how they’re processed, and what to expect if you need to cancel a shipment, adjust a booking, or file a claim related to service issues.
This policy applies to all services offered by Global Track Express, including Road Freight, Air Transport, Ocean Transport, Rail Freight, Warehousing & Distribution, and Moving & Relocation services.
Shipment Cancellations
Before Pickup or Booking Confirmation If a shipment is cancelled before pickup has occurred or before final carrier booking is confirmed, customers are eligible for a full refund of any prepaid charges, minus any non-recoverable third-party fees already incurred (such as booked air or ocean freight space).
After Pickup but Before Transit Begins If cancellation occurs after cargo has been picked up but before it has entered active transit, a partial refund may apply. Any costs already incurred — including labor, handling, and partial carrier charges — will be deducted from the refunded amount.
After Transit Has Begun Once a shipment is in active transit (loaded onto a truck, vessel, aircraft, or railcar and en route), cancellations are generally not eligible for a refund, as freight and carrier costs have already been committed. Exceptions may be considered on a case-by-case basis and are subject to review by our customer support team.
Service Failures and Carrier Errors
We hold ourselves accountable for delivering the service our customers pay for. If a shipment is significantly delayed, mishandled, or delivered incorrectly due to an error on the part of Global Track Express or our carrier partners, customers may be eligible for a partial or full refund, or a service credit, depending on the nature of the issue.
Refund eligibility in these cases is evaluated based on:
- The extent of the delay or error relative to the agreed service level
- Whether the issue was caused by Global Track Express, a carrier partner, or factors outside our control (e.g., weather, customs holds, natural disasters, labor strikes)
- Documentation provided regarding the impact of the delay or error on the customer’s business
Refunds related to service failures are handled separately from cargo damage or loss claims, which are addressed under our cargo insurance and claims process.
Non-Refundable Charges
Certain charges are non-refundable regardless of shipment status, as they represent costs already incurred on the customer’s behalf. These include:
- Customs duties, taxes, and government fees already paid to relevant authorities
- Third-party charges already committed at the time of cancellation (e.g., confirmed vessel or air cargo space)
- Documentation and compliance processing fees for international shipments already completed
- Warehousing fees for storage periods already utilized
Overpayments and Billing Errors
If you believe you’ve been overcharged or billed in error, please contact our billing team as soon as possible. Verified overpayments or billing errors will be refunded in full, typically within 5–10 business days of confirmation.
To report a billing discrepancy, contact: info@globaltracksexpres.com
Please include your invoice number, shipment tracking number, and a brief description of the discrepancy.
Damaged or Lost Cargo
Refunds related to damaged or lost cargo are handled through our cargo claims process rather than this Refund Policy. If your shipment included cargo insurance, claims will be processed according to the terms of that coverage. For shipments without additional insurance, standard carrier liability limits will apply.
To file a cargo claim, contact our customer support team at info@globaltracksexpres.com with your tracking number, a description of the issue, and any supporting documentation, such as photos or inspection reports.
How Refunds Are Processed
- Approved refunds are issued to the original payment method used at booking.
- Refunds are typically processed within 7–14 business days of approval, though timing may vary depending on your payment provider or banking institution.
- Customers with net payment terms will receive refunds as an account credit applied to their next invoice, unless otherwise requested.
Requesting a Refund
To request a refund or dispute a charge, please contact our customer support team with the following information:
- Full name and company name
- Shipment tracking number or invoice number
- Reason for the refund request
- Any supporting documentation (if applicable)
Email: info@globaltracksexpres.com
Our team will review your request and respond within 2–3 business days with a decision or a request for additional information.
Changes to This Policy
Global Track Express reserves the right to update this Refund Policy periodically to reflect changes in our services, carrier agreements, or applicable regulations. The most current version of this policy will always be available on our website.
Questions?
If you have any questions about this Refund Policy or a specific charge on your account, our customer support team is here to help.
Contact us at info@globaltracksexpres.com