Refund and Cancellation Policy
At Altitude Global Logistic Pvt. Ltd. (AGL), we understand that shipping plans can change. A booking may need to be cancelled, a shipment may be delayed, or a customer may need to change their delivery requirements. This policy explains how we handle cancellation and refund requests.
1. Cancellation Requests
If you need to cancel a shipment, please contact our team as soon as possible at info@altitudeglobal.in or +91 99530 69069.
Cancellation requests will be reviewed based on the current status of the shipment and the services already arranged. A request is not considered confirmed until AGL acknowledges it.
If the shipment has already been booked with a carrier, collected, dispatched, or processed, cancellation may not be possible without additional charges.
2. When Is a Refund Available?
Refund eligibility depends on the service booked, the stage of the shipment, and any costs already incurred.
If a shipment is cancelled before work has started and no non-refundable costs have been incurred, AGL may approve a refund of the eligible amount.
If work has already started, or costs have been paid to airlines, shipping lines, courier companies, warehouses, customs agents, or other service providers, those amounts may be deducted from any eligible refund where permitted by the applicable agreement and law.
Any refund decision will take into account the services provided, costs incurred, and terms agreed at the time of booking.
3. Shipments That Have Already Been Dispatched
Once a shipment has been handed over to a carrier or is in transit, cancellation or recall may be difficult or unavailable.
If you request a return, redirection, or change of destination, additional charges may apply. These requests are subject to carrier approval, customs requirements, and operational feasibility.
A refund is not automatically available simply because a shipment has been returned, delayed, or could not be delivered. Each case will be reviewed according to the agreed service terms and applicable law.
4. Delays and Delivery Issues
We make reasonable efforts to coordinate shipments and keep customers informed. However, shipping schedules may be affected by weather, customs inspections, port congestion, carrier delays, regulatory requirements, and other circumstances beyond our direct control.
A delay alone does not automatically qualify a shipment for a refund. If AGL has not fulfilled a specific written service commitment, the matter will be reviewed in line with the applicable agreement and legal requirements.
Nothing in this policy removes any refund or other rights that customers are entitled to under applicable law.
5. Additional Charges
Additional costs may arise from incorrect shipment details, incomplete documentation, changes requested by the customer, storage, customs inspections, re-delivery, or other services outside the original booking.
Where permitted by the agreed terms and applicable law, these costs may be deducted from an eligible refund or invoiced separately. We will explain relevant charges to the customer.
6. Lost, Damaged, or Missing Shipments
If your shipment arrives damaged, is missing items, or appears to have been lost, please notify AGL as soon as possible.
Please provide your shipment reference, invoice, delivery receipt, photographs where available, and any other supporting documents requested for the assessment.
Claims relating to cargo loss or damage may be handled separately from refunds for shipping charges. The outcome will depend on the circumstances, applicable carrier terms, insurance coverage, and relevant legal requirements.
Customers should report such issues promptly because specific claim deadlines may apply.
7. How to Request a Refund
To request a refund, contact our team and provide:
- Your name and contact details.
- Booking, invoice, or shipment reference.
- The reason for the refund request.
- Payment or transaction details, where required.
- Supporting documents relevant to your request.
Our team will review the information and communicate the decision and any applicable deductions. If a refund is approved, we will explain the amount and expected processing timeline.
Approved refunds will generally be returned through the original payment method where feasible. Actual crediting times may depend on the bank or payment provider.
8. Third-Party Charges
Some shipment costs are charged by third parties or government authorities. Refunds of customs duties, taxes, statutory fees, carrier charges, and other third-party amounts depend on the applicable provider’s or authority’s rules.
AGL cannot guarantee a refund of amounts that a third party or authority does not permit to be refunded.
9. Contact Us
If you have questions about a cancellation, refund, or shipment claim, please contact us:
Altitude Global Logistic Pvt. Ltd. (AGL)
Website: https://altitudeglobal.in/
Email: info@altitudeglobal.in
Phone: +91 99530 69069
We aim to review requests fairly and communicate clearly throughout the process.
This policy should be read together with AGL’s Shipping Policy, Terms and Conditions, and the quotation or service agreement applicable to your shipment.
This policy does not exclude any rights or remedies that cannot legally be excluded under applicable law.