Booking & Refund Policy

Booking basis

All bookings are accepted on a said-to-contain basis. PORTADOR SOS relies on the shipper's declaration of contents, weight, dimensions, invoice value, packaging, documentation, and handling requirements.

Risk items and acceptance

Battery cargo, dangerous goods, restricted goods, fragile cargo, high-value cargo, perishables, temperature-controlled cargo, medical equipment, liquids, chemicals, and similar items require accurate declaration and may require additional review. Acceptance depends on airline rules, service feasibility, documentation, packing, regulatory requirements, and cargo handling.

Freight on value and liability

Declared value and freight on value, if applicable and accepted, must be confirmed before shipment movement. Unless expressly agreed in writing, PORTADOR SOS liability is limited and does not include indirect loss, business loss, production loss, profit loss, market loss, emotional loss, consequential damages, or losses caused by incorrect declaration, inadequate packing, regulatory hold, force majeure, airline refusal, airport delay, or consignee unavailability.

Delay

Time-critical logistics depends on pickup readiness, air cargo timing, cargo acceptance, airport operations, flight movement, security checks, weather, traffic, documentation, and destination support. PORTADOR SOS works to coordinate the fastest feasible movement but does not guarantee delivery time unless specifically agreed in writing.

Cancellation and refund

Refund eligibility depends on the booking stage and costs already incurred.

• If cancellation is requested before operational work, pickup, booking, partner allocation, or airline processing begins, a refund may be considered after deducting applicable administrative or payment gateway charges.
• If pickup, documentation, airport processing, airline booking, partner deployment, hand-carry planning, or any operational cost has begun, partial refund or no refund may apply.
• No refund is due where shipment movement fails due to false declaration, prohibited goods, missing documents, non-compliant packing, consignee refusal, regulatory hold, airline refusal, or shipper-side delay.

Claims

Claims must be submitted promptly with booking reference, invoice, proof of value, photographs where applicable, delivery remarks, and supporting documents. Claims are reviewed based on shipment facts, declared value, accepted liability terms, and applicable law.

Returns, duties, and taxes

Return shipment, storage, reattempt, duties, taxes, penalties, demurrage, customs charges, airline charges, terminal charges, and other statutory or operational charges are payable by the customer unless agreed otherwise in writing.