Cancellation & Refund Policy

1.1 Cancellation Within 48 Hours of Booking

Customers may cancel a booking within forty-eight (48) hours of booking confirmation. Under such circumstances:

• The 20% Deposit may be refunded
• Platform service fees remain non-refundable

1.2 Cancellation After 48 Hours of Booking

Where a Customer cancels a booking more than forty-eight (48) hours after booking confirmation:

• The 20% Deposit shall be fully non-refundable
• Platform service fees shall remain non-refundable

1.3 Cancellation After Second-Stage Payment

Where the Customer has already completed the second-stage 50% payment and subsequently cancels before vessel departure:

• The initial 20% Deposit remains non-refundable
• Platform service fees remain non-refundable
• Partial refunds of the second-stage payment may be considered subject to operational, administrative, and processing deductions determined by ShareConLoad

1.4 Cancellation After Vessel Departure

1.5 Cancellation After Cargo Arrival or Release

No refunds shall apply after:

• Cargo arrival at destination
• Cargo release authorization
• Cargo collection by the consignee or authorized party

Cargo Release Authorization includes release confirmation issued to the consignee, cargo collection approval, release documentation issued by the Operator, port, warehouse, or authorized logistics representative, or any instruction authorizing cargo handover or collection. Once cargo release authorization has been issued, the Shipment shall be regarded as operationally completed for refund purposes.

Cargo shall be regarded as collected where the consignee, customer, clearing agent, transporter, or any authorized representative has taken possession, custody, or control of the cargo at the destination point. This includes physical collection, warehouse release, port release, container pickup, or transfer to onward transportation arranged by the consignee or customer. Following cargo collection or transfer of possession, the booking and Shipment shall be deemed completed and non-refundable.

2.1 Operator Cancellation Before Departure

Operators may not unreasonably cancel confirmed Shipments after accepting a booking through the Platform. Where an Operator cancels a confirmed Shipment before vessel departure, ShareConLoad reserves the right to:

• Investigate the cancellation
• Suspend or withhold pending payouts
• Attempt reassignment to an alternative Operator
• Issue refunds or platform credits where applicable
• Apply operational penalties against the Operator

2.2 Operator Failure to Load Cargo

Where an Operator fails to load Cargo for a confirmed Shipment, ShareConLoad may:

• Investigate the operational failure
• Request supporting shipment documentation or evidence
• Attempt reassignment to an alternative Operator where commercially feasible
• Suspend related payouts
• Determine appropriate operational resolution measures

Where reassignment is not reasonably possible, ShareConLoad may issue a refund, issue platform credits, or cancel the affected booking.

2.3 Shipment Delays and Service Disruptions

International shipping operations may be affected by port congestion, customs delays, weather conditions, vessel scheduling changes, transportation disruptions, or other operational circumstances.

2.4 Platform Investigation Process

Where operational disputes, shipment failures, or cancellation incidents arise, ShareConLoad may conduct an investigation which may include:

• Review of shipment records and booking information
• Review of operational communications
• Review of customs or port documentation
• Collection of supporting evidence from Customers or Operators
• Operational assessment of the incident circumstances

Operators and Customers agree to cooperate reasonably with investigation processes.

2.5 Replacement Operator Process

Where operationally feasible, ShareConLoad may attempt to arrange an alternative Operator to complete the Shipment. Replacement arrangements may be subject to:

• Operator availability
• Revised shipment schedules
• Updated pricing
• Operational constraints
• Applicable port or customs requirements

ShareConLoad does not guarantee replacement Operator availability. Booking confirmation does not constitute an absolute guarantee of vessel space availability where operational, regulatory, or capacity constraints arise.

2.6 Refund & Recovery Process Resulting from Operator Failure

Where Operator non-performance materially prevents Shipment completion, ShareConLoad may initiate the following operational review and resolution process:

2.7 Operator Penalties

Where Operators repeatedly fail to fulfill confirmed Shipments or materially breach Platform obligations, ShareConLoad may apply operational penalties including:

• Warning notices
• Trust-score reductions
• Reduced marketplace visibility
• Payout withholding
• Temporary suspension
• Permanent removal from the Platform

ShareConLoad reserves the right to determine penalties based on the severity, frequency, and operational impact of the incident.

2.8 Fraudulent or Serious Operational Misconduct

Where ShareConLoad reasonably suspects fraudulent activity, falsified shipment information, deceptive conduct, unauthorized cargo handling, misuse of customer information, or unlawful operational activity, ShareConLoad may:

• Immediately suspend the Operator account
• Freeze related payouts
• Terminate Platform access
• Report unlawful conduct to relevant authorities where required
• Pursue lawful recovery of operational losses where applicable

3.1 Refund Coordination Method

Where a refund is determined to be applicable, ShareConLoad may coordinate or facilitate refund resolution through one or more of the following methods:

• The original payment method used for the transaction
• Platform credits where agreed by the Customer and ShareConLoad

ShareConLoad reserves the right to determine the most appropriate refund method based on payment provider limitations, banking restrictions, operational circumstances, and fraud or compliance considerations.

3.2 Refund Coordination Timelines

Refund review and resolution timelines may vary depending on Operators, payment providers, financial institutions, operational investigations, and third-party processing requirements. Factors affecting resolution timelines may include:

• Banking institutions
• Payment providers
• Currency processing
• International transfer procedures
• Compliance or verification requirements

ShareConLoad shall not be responsible for delays caused by third-party financial institutions or payment processors.

3.3 Partial Refunds

Where applicable, refunds may be issued on a partial basis after deduction of:

• Platform service fees
• Payment processing charges
• Banking fees
• Operational costs
• Operator-related costs
• Third-party charges already incurred

Refund calculations shall be determined reasonably by ShareConLoad based on the operational stage of the Shipment and applicable transaction costs.

3.4 Refund Verification

Before administering refund review procedures, ShareConLoad may request:

• Identity verification
• Payment confirmation
• Shipment documentation
• Supporting operational information
• Additional evidence reasonably required to validate the request

Refund review or resolution procedures may be delayed until required verification procedures are completed.

3.5 Currency and Exchange Variations

Where refund resolutions are facilitated, amounts may generally be coordinated in the original transaction currency where reasonably possible. ShareConLoad shall not be responsible for:

• Exchange-rate fluctuations
• Intermediary banking deductions
• Foreign exchange conversion costs
• Losses arising from currency variations during refund processing

3.6 Platform Credits

Where operationally appropriate, ShareConLoad may offer Platform credits instead of cash refunds. Platform credits:

• May be applied toward future Shipments
• May be subject to validity periods
• Are non-transferable unless otherwise approved by ShareConLoad
• May not be redeemable for cash unless required by applicable law

3.7 Refund Restrictions

Refunds may be delayed, reduced, suspended, or declined where:

• Disputes remain under investigation
• Fraudulent activity is suspected
• Chargebacks have been initiated
• Compliance reviews are pending
• Operational liabilities remain unresolved

3.8 Final Refund Determinations

All refund determinations made by ShareConLoad shall be based on operational records, shipment status, payment status, applicable costs incurred, Operator recovery status, and available supporting evidence. ShareConLoad reserves the right to make reasonable final determinations regarding refund eligibility and applicable deductions.

3A.1 Exclusion of Indirect and Consequential Losses

To the maximum extent permitted by applicable law, ShareConLoad shall not be liable for any indirect, incidental, special, consequential, or punitive losses or damages arising from or in connection with the use of the Platform, Shipment operations, or related services, including but not limited to:

• Loss of profits, revenue, or anticipated business
• Shipment delays, scheduling changes, or transit disruptions
• Demurrage, detention, or port storage costs
• Customs penalties, import/export duties, or regulatory fines
• Third-party Operator failures, subcontractor failures, or logistical disruptions
• Any loss or damage arising from reliance on Platform information, operational estimates, or scheduling data

3A.2 Cargo Space and Operational Availability

Booking confirmation does not constitute an absolute guarantee of vessel space availability where operational, regulatory, or capacity constraints arise. ShareConLoad shall not be liable for losses arising from oversubscription, Operator allocation changes, vessel substitutions, or other operational disruptions affecting cargo space or scheduling.

4.1 Platform Service Fees

For the purposes of this Policy, "Platform Service Fees" means the digital marketplace, coordination, administrative, verification, technology, and transaction facilitation fees charged by ShareConLoad in connection with bookings, shipments, and related operational services. All Platform service fees charged by ShareConLoad are non-refundable unless expressly determined otherwise by ShareConLoad.

4.2 Expired Booking Deposits

The 20% booking Deposit becomes non-refundable after forty-eight (48) hours from booking confirmation.

4.3 Payment Processing and Banking Charges

Payment processing charges, banking fees, intermediary bank deductions, foreign exchange costs, and related transaction charges are non-refundable.

4.4 Customer Compliance Failures

Refunds may be denied where shipment cancellation, delay, rejection, or operational failure results from:

• Inaccurate shipment information
• Missing documentation
• Customs non-compliance
• Permit failures
• Prohibited cargo declarations
• Customer-related regulatory violations

4.5 Prohibited Cargo

Payments relating to prohibited, unlawful, fraudulent, or restricted Cargo may be retained where operational, compliance, legal, or administrative costs have already been incurred.

4.6 Fraudulent Transactions

ShareConLoad reserves the right to deny refunds relating to:

• Fraudulent bookings
• Deceptive transactions
• Payment abuse
• Unauthorized account activity
• Suspected unlawful conduct

4.7 Completed Shipment Stages

Refund eligibility may reduce or cease entirely once:

• Shipment preparation has commenced
• Cargo has been loaded
• Vessel departure has occurred
• Cargo release authorization has been issued
• Cargo has been collected at destination

4.8 Chargeback-Related Costs

Where Customers initiate invalid or fraudulent chargebacks, ShareConLoad reserves the right to retain or recover:

• Operational costs
• Payment dispute costs
• Banking penalties
• Administrative costs
• Associated losses permitted by applicable law

5.1 Force Majeure Events

ShareConLoad shall not be liable for delays, failures, interruptions, cancellations, losses, or operational disruptions caused directly or indirectly by events beyond its reasonable control ("Force Majeure Events"). These may include:

• Natural disasters, floods, earthquakes, or fires
• War, terrorism, civil unrest, or political instability
• Labor strikes or port congestion
• Customs delays or government actions/restrictions
• Sanctions or transportation disruptions
• Vessel breakdowns or pandemics
• Cyber incidents, communication failures, or power outages
• Failures of third-party service providers

5.2 Operational Impact

Where a Force Majeure Event occurs, ShareConLoad may:

• Suspend affected services
• Delay shipment operations
• Revise shipment schedules
• Cancel affected bookings
• Coordinate alternative arrangements where feasible
• Implement operational contingency measures

ShareConLoad does not guarantee uninterrupted Platform operations or shipment execution during Force Majeure Events.

5.3 Refunds During Force Majeure

Any refund, credit, or settlement adjustment shall be assessed based on recoverable amounts, operational commitments already incurred, third-party costs, shipment stage completion, and applicable payment recovery status.

5.4 Operator and Third-Party Impact

ShareConLoad shall not be responsible for operational failures, delays, cancellations, or losses arising from Force Majeure Events affecting Operators, ports, customs authorities, shipping lines, warehouses, transportation providers, payment providers, or other third-party service providers.

5.5 Mitigation Efforts

Where reasonably possible, ShareConLoad may attempt to coordinate revised shipment arrangements, communicate operational updates, facilitate alternative routing, or support operational recovery efforts. Such efforts do not constitute a guarantee of shipment completion, compensation, or refund entitlement.

5.6 Suspension of Obligations

During a Force Majeure Event, affected obligations under this Policy may be suspended for the duration of the event and any reasonable recovery period required to restore operations.

5.7 No Waiver of Rights

A Force Majeure Event shall not waive or remove:

• Payment obligations already due
• Applicable operational costs
• Non-refundable fees
• Lawful recovery rights available to ShareConLoad

6.1 Fraudulent or Invalid Chargebacks

Customers may not initiate fraudulent, abusive, or invalid payment chargebacks for Shipments, bookings, or transactions that were knowingly authorized, operationally processed, or materially fulfilled.

6.2 Platform Right to Dispute Chargebacks

Where a chargeback or payment reversal is initiated, ShareConLoad reserves the right to dispute the claim through applicable payment providers, financial institutions, or dispute-resolution channels. ShareConLoad may submit supporting evidence including:

• Booking confirmations and payment records
• Shipment documentation and communication records
• Operational logs and proof of service activity
• Applicable contractual agreements

6.3 Account Suspension and Restrictions

Where fraudulent, abusive, or suspicious payment activity is suspected, ShareConLoad may:

• Suspend customer or operator accounts
• Restrict Platform access
• Freeze related transactions
• Withhold payouts
• Cancel pending Shipments

Such actions may remain in effect until investigations are completed.

6.4 Recovery of Associated Costs

ShareConLoad reserves the right to recover costs arising from fraudulent or invalid payment disputes, including:

• Chargeback penalties and payment processor fees
• Banking charges and operational losses
• Investigation costs and legal costs where applicable
• Related administrative expenses

Recovery may occur through deduction from future refunds or pending payouts, offset against available balances, or lawful recovery processes permitted by applicable law.

6.5 Fraud Investigations

ShareConLoad may investigate suspected payment fraud, identity fraud, account misuse, deceptive booking activity, falsified shipment information, unauthorized transactions, or unlawful operational conduct. Users agree to cooperate reasonably with fraud investigations and verification procedures.

6.6 Reporting to Authorities

Where unlawful conduct is reasonably suspected, ShareConLoad reserves the right to:

• Report incidents to payment providers
• Notify financial institutions
• Cooperate with regulatory authorities and law enforcement agencies
• Disclose relevant information where legally permitted or required

6.7 No Limitation of Other Rights

The rights contained in this section are in addition to any other legal, contractual, operational, or recovery rights available to ShareConLoad under applicable law or Platform agreements.

7.1 Policy Amendments

ShareConLoad reserves the right to amend, update, modify, or replace this Cancellation & Refund Policy from time to time. Updated versions become effective upon publication on the Platform or upon notification to users through reasonable communication channels. Continued use of the Platform following publication of revised policies constitutes acceptance of such revisions.

7.2 Governing Law

This Policy shall be governed by and interpreted in accordance with the laws of the Republic of South Africa.

7.3 Dispute Resolution

Parties shall first attempt to resolve disputes arising under this Policy through good-faith discussions and operational resolution processes. Where disputes remain unresolved, parties agree to attempt mediation before initiating formal legal proceedings. Nothing in this section prevents either party from seeking urgent legal relief where reasonably necessary.

7.4 Severability

If any provision of this Policy is determined to be unlawful, invalid, or unenforceable, the remaining provisions shall continue in full force and effect.

7.5 No Waiver

Failure by ShareConLoad to enforce any right or provision under this Policy shall not constitute a waiver of such right or provision.

7.6 Entire Policy Understanding

This Policy forms part of the broader ShareConLoad legal and operational framework, including:

• The Terms & Conditions
• Privacy Policy
• Operator Agreement
• Related Platform policies where applicable

7.7 Contact Information