Refund Policy

Last updated: June 10, 2026

At Trust Share Logistics, we strive to provide reliable and high-quality logistics services. If you are not fully satisfied with your experience, this Refund Policy explains when and how refunds are available.

1. Refund Eligibility

You may be eligible for a full or partial refund in the following circumstances:

• Service not rendered: You have paid for a service that was not performed due to a fault on our part (e.g., shipment not collected as scheduled).
• Significant delay: A shipment was delivered substantially later than the guaranteed time window, where a specific delivery guarantee was purchased.
• Loss or damage: A shipment was lost in transit or delivered in a damaged condition due to negligence by Trust Share Logistics or its carrier partners, subject to our liability limits and insurance terms.
• Duplicate payment: You were charged more than once for the same service.
• Cancellation before dispatch: You cancelled a booking before the shipment was collected. A cancellation fee may apply depending on the service type and notice given.

2. Non-Refundable Items and Situations

Refunds will not be issued in the following cases:

• Shipments refused or seized by customs due to prohibited items or inaccurate documentation provided by the sender.
• Delays caused by force majeure events (natural disasters, strikes, pandemics, government actions, etc.).
• Loss or damage attributable to inadequate packaging by the sender.
• Shipments where an incorrect delivery address was provided by the customer.
• Customs duties, import taxes, or any government-imposed charges.
• Services already fully rendered and completed.
• Perishable goods where the nature of the goods contributed to the loss.

3. How to Request a Refund

To submit a refund request, please follow these steps:

1. Contact our customer support team at support@trustsharelogistics.com within 14 days of the service date or the expected delivery date.
2. Include your booking reference or tracking number, the nature of the issue, and any supporting evidence (photographs of damage, delivery confirmation, etc.).
3. Our team will acknowledge your request within 2 business days and will investigate and provide a decision within 14 business days.
4. If your refund is approved, we will process it to your original payment method.

4. Refund Timeline

Once a refund has been approved:

• Credit or debit card refunds: Typically appear within 5–10 business days, depending on your card issuer.
• Bank transfer refunds: Processed within 3–7 business days.
• Account credit: Applied immediately if you opt for a credit on your Trust Share Logistics account for future bookings.

Please note that processing times may vary and are partly dependent on third-party financial institutions.

5. Partial Refunds

In cases where a service was partially rendered or where fault is shared, Trust Share Logistics may offer a proportional partial refund at its discretion. Our team will communicate the reasoning for any partial refund decision.

6. Appeals

If you disagree with our refund decision, you may escalate your complaint by replying to the decision email. A senior member of our customer relations team will review your case and respond within 7 business days.

7. Contact Us

For refund enquiries, please contact us:
Email: support@trustsharelogistics.com
Phone: -----------
Or visit our Contact Us page.