Refund & Cancellation Policy

1. Introduction

Welcome to Hulak Express ("we," "us," or "our"). This Refund and Cancellation Policy outlines the terms and conditions for refunds, cancellations, and compensation related to our international cargo and courier services.

We strive to provide transparent and fair refund procedures while ensuring compliance with international shipping regulations and customs requirements.

2. Service Cancellation Policy

2.1 Before Pickup/Shipment

You may cancel your shipment booking under the following conditions:

Time of Cancellation	Cancellation Fee	Refund Amount
More than 48 hours before scheduled pickup	No fee	100% refund
24-48 hours before scheduled pickup	15% of total charges	85% refund
Less than 24 hours before scheduled pickup	30% of total charges	70% refund
After pickup but before departure from origin country	50% of total charges	50% refund

2.2 After Shipment Dispatch

Once your shipment has left the origin country, cancellations are generally not possible due to:

• Customs processing and clearance procedures
• International transportation commitments
• Third-party carrier agreements
• Destination country import regulations

Exception: In rare cases where we can recall a shipment before it reaches customs, we may process a cancellation with a 70% cancellation fee.

3. Refund Eligibility

Refunds may be issued under the following circumstances:

3.1 Non-Refundable Items

The following charges are generally non-refundable:

• Customs duties and taxes paid on your behalf
• Special handling fees (perishable, fragile items)
• Storage fees after failed delivery attempts
• Return shipping fees for refused deliveries
• Administrative and documentation fees

4. Compensation for Lost or Damaged Goods

4.1 Insurance Coverage

All shipments include basic liability coverage. Additional insurance can be purchased for:

• High-value items
• Fragile or sensitive goods
• Irreplaceable items

4.2 Compensation Limits

Service Type	Basic Coverage	Maximum Claim	Documentation Required
Document Courier	$100 USD	$500 USD	Proof of value, photos
Package Courier	$200 USD	$1,000 USD	Invoice, packing list
Air Cargo	$500 USD	$5,000 USD	Commercial invoice, photos
With Additional Insurance	Declared value	Up to $50,000 USD	Complete documentation

4.3 Claim Process

5. Refund Processing

5.1 Processing Time

• Credit/Debit Card Refunds: 7-14 business days
• Bank Transfer Refunds: 10-21 business days
• Digital Wallet Refunds: 3-7 business days
• Cash Refunds: Available at our office within 5 business days

5.2 Currency and Fees

Refunds will be issued in the original currency of payment. Any currency conversion losses or bank fees will be deducted from the refund amount.

5.3 Refund Methods

Refunds will be issued to the original payment method whenever possible. Alternative methods may be used with customer consent.

6. Special Considerations

6.1 Customs and Regulatory Issues

No refunds will be provided for shipments that are:

• Seized or held by customs authorities
• Prohibited or restricted in destination country
• Incorrectly declared or documented
• Subject to additional duties/taxes not paid by sender

6.2 Force Majeure

We are not liable for delays or service failures caused by:

• Natural disasters or extreme weather
• Political unrest or strikes
• Pandemics or health emergencies
• Government actions or regulatory changes
• Technical failures beyond our control

6.3 Customer Responsibility

Customers are responsible for:

• Providing accurate shipping information
• Proper packaging and labeling
• Complying with import/export regulations
• Being available to receive deliveries

7. Dispute Resolution

7.1 Internal Resolution

If you are dissatisfied with our refund decision:

1. Submit a formal written appeal to refunds@hulakexpress.com
2. Include all relevant documentation and correspondence
3. Our management team will review within 15 business days
4. You will receive a written response with our final decision

7.2 External Mediation

If internal resolution fails, disputes may be referred to:

• Nepal Department of Commerce
• Consumer Protection Council, Nepal
• International Chamber of Commerce (for international disputes)