1. Cancellation Policy

1.1 Customer Cancellations

You may cancel a scheduled delivery under the following conditions:

• More than 24 hours before scheduled pickup: Full refund
• 12-24 hours before scheduled pickup: 50% refund
• Less than 12 hours before scheduled pickup: No refund
• After pickup has occurred: No cancellation, subject to return policy

1.2 Cancellation by GlobalTransLane

We reserve the right to cancel deliveries under certain circumstances:

• Inability to access pickup or delivery location
• Prohibited or dangerous items
• Incomplete or incorrect address information
• Weather or safety concerns
• Non-payment or fraudulent activity

If we cancel your delivery, you will receive a full refund.

2. Refund Eligibility

2.1 Qualifying Situations

Refunds may be issued in the following situations:

• Package lost in transit (confirmed after investigation)
• Package damaged due to our negligence
• Significant delivery delay (48+ hours beyond estimate)
• Service not provided as promised
• Billing errors or overcharges

2.2 Non-Qualifying Situations

Refunds will not be issued for:

• Minor delays (less than 48 hours)
• Incorrect addressing provided by customer
• Recipient unavailable at delivery time
• Changes to delivery instructions after pickup
• Items prohibited by our terms of service
• Normal wear and tear of packaging

3. Refund Process

3.1 How to Request a Refund

To request a refund, please:

1. Contact our customer service within 7 days of the issue
2. Provide your tracking number and order details
3. Explain the reason for the refund request
4. Provide any supporting documentation or photos

3.2 Refund Investigation

• All refund requests are investigated within 5 business days
• We may contact you for additional information
• Complex cases may take up to 14 business days
• You will be notified of the decision via email

3.3 Approved Refunds

If your refund is approved:

• Refunds are processed within 5-10 business days
• Refunds are issued to the original payment method
• You will receive a confirmation email
• Bank processing times may vary

4. Late Delivery Refunds

4.1 Same Day Delivery Guarantee

For same-day delivery service:

• If delivery is not attempted by 8:00 PM on the scheduled day: 50% refund
• If delivery is more than 24 hours late: Full refund
• Exceptions: Weather, traffic, or circumstances beyond our control

4.2 Scheduled Delivery

For scheduled delivery service:

• If delivery window is missed: 25% refund
• If delivery is more than 24 hours late: 50% refund
• If delivery is more than 48 hours late: Full refund

5. Lost or Damaged Packages

5.1 Lost Packages

If a package is lost:

1. We conduct an immediate investigation (24-48 hours)
2. If not located within 7 days, package is declared lost
3. Refund or replacement up to declared value
4. Maximum liability: $1,000 per package

5.2 Damaged Packages

If a package arrives damaged:

1. Report damage within 24 hours of delivery
2. Provide photos of damage and packaging
3. We assess whether damage occurred during transit
4. Refund or claim filed based on assessment

6. Billing Disputes

6.1 If you believe you have been incorrectly billed:

• Contact us within 30 days of the charge
• Provide documentation supporting your claim
• We will investigate and respond within 10 business days
• If valid, refund will be issued within 5 business days

6.2 Credit card disputes should first be addressed through our customer service before contacting your bank.

7. Service Credits

In some cases, instead of a monetary refund, we may offer:

• Service credits for future deliveries
• Discount on next order
• Free upgrade to expedited service

Service credits expire 90 days from issue date.

8. Contact Information

For refund requests or questions about this policy:

GlobalTransLane Logistics
Billing and Refunds Department
(555) 123-4567 (Option 3)
info@globaltranslane.com
Hours: Monday-Friday, 9:00 AM - 5:00 PM PST