Refund & Cancellation Policy

1. General Policy

ITR Logistics and Trade DMCC provides cargo tracking certificate services (ECTN, BESC, ACD, etc.) on behalf of government authorities. Due to the nature of these services involving third-party government processing and official documentation, our refund policy is subject to specific conditions outlined below.

2. Non-Refundable Situations

Fees are non-refundable in the following cases:

• After Submission to Authority: Once your certificate application has been submitted to the relevant government authority or shippers council, no refund can be issued
• Government Processing Fees: Official government base fees paid to maritime authorities are non-refundable under any circumstances
• Client Error: If you provided incorrect, incomplete, or inaccurate information that resulted in errors or delays
• Change of Mind: After work has commenced on your certificate application
• Vessel Sailing Changes: If your vessel’s sailing schedule changes or cargo is cancelled after certificate issuance
• Customs or Port Authority Rejection: We are not responsible for cargo clearance at destination ports; our service is limited to certificate issuance

3. Eligible Refund Situations

Full or partial refunds may be issued in the following cases:

3.1 Before Processing

• Cancellation before submission: If you cancel your order before we submit the application to the government authority, you may receive a full refund minus any payment processing fees (typically 3-5%)
• Duplicate payment: If you accidentally made duplicate payments, the duplicate amount will be refunded in full

3.2 Service Failure by ITR

• Our error: If we make an error in processing your certificate that cannot be corrected, and it results in unusable documentation
• Service not rendered: If we are unable to provide the service for reasons within our control and have not begun processing
• Extreme delays: If processing exceeds 7 business days due to our internal errors (not government or third-party delays)

4. Refund Request Process

To request a refund:

1. Contact us within 14 days of payment via email at [email protected] or phone at +971 56 470 4833
2. Provide your order reference number, payment details, and reason for the refund request
3. Include supporting documentation if applicable (proof of vessel cancellation, authority correspondence, etc.)
4. Our team will review your request within 2-3 business days
5. If approved, refunds will be processed within 7-10 business days to the original payment method

5. Contact Information

For refund requests, questions, or concerns:

ITR Logistics and Trade DMCC Unit No: 282 DMCC Business Centre Level No 8 Jewellery & Gemplex 2 Dubai United Arab Emirates

Email: [email protected] Phone: +971 56 470 4833 Business Hours: Monday - Friday, 9:00 AM - 6:00 PM GST