Logistics services involve carrier bookings, customs filings, handling, and third-party costs that are often committed once a shipment is accepted. This policy explains how cancellations, changes, and refunds are handled for NewAge Hongfa Logistics services.
General principle
Freight forwarding and logistics charges reflect work performed and costs incurred with airlines, shipping lines, customs brokers, warehouses, and other partners. Refund eligibility depends on the stage of the shipment, carrier rules, and the terms agreed in your quotation, booking confirmation, or contract.
Cancellation before pickup or main carriage
- If you cancel before cargo is picked up or handed to the carrier, we will attempt to release unused carrier space and reverse third-party charges where possible.
- Administrative fees, documentation work already completed, and any non-refundable carrier or customs charges may still apply.
- Refunds, where due, are processed to the original payer after deduction of applicable costs, typically within 15–30 business days.
Cancellation after acceptance or in transit
Once cargo is accepted by a carrier, cleared for export, or in transit, cancellation may not be possible without destination return or diversion — both of which incur additional charges. No refund is due for services already rendered or for carrier penalties triggered by cancellation or no-show.
Changes to bookings
Changes to routing, consignee, commodity description, or service level after booking may require re-rating and new carrier acceptance. Price differences and amendment fees will be communicated before changes are executed.
Warehousing and value-added services
Storage, handling, and fulfilment charges accrue as per agreed rate cards. Cancellation of inbound receipts or outbound orders may be subject to minimum handling charges and notice periods defined in your warehousing agreement.
Disputes and chargebacks
If you believe an invoice is incorrect, notify us in writing within the timeframe stated on the invoice with supporting shipment references. We will review with operations and finance teams. Unauthorised chargebacks without prior dispute resolution may affect credit terms for future bookings.
Force majeure
No refund is guaranteed where cancellation or failure to perform results from events outside reasonable control — including customs holds, carrier schedule changes, regulatory actions, natural events, or security restrictions — though we will work to minimise cost and find alternative routing where feasible.
How to request cancellation or a refund review
Contact your NewAge account manager or our customer support team with the shipment reference, air waybill or bill of lading number, and reason for the request:
Email: info@newage-group.com
Phone: +91 9821155839
Contact page
Last updated: May 2026. Contract customers may have specific cancellation terms that take precedence over this general policy.