Cancellations and refunds

1. Policy status

The planned launch service fee is 8.5% for domestic shipments and 10.5% for international shipments. The payer, calculation base, tax treatment, earning point and refund conditions are being finalised. These percentages alone do not authorise a payment or deduction. The complete amount and conditions must be shown to the paying party before acceptance.

The current pilot does not collect JetExports platform fees, so there is no JetExports platform charge to refund during this phase. Any separately agreed freight payment must be addressed with the receiving party. The future paid-service rules below remain a proposal and do not create a cancellation penalty, commission rate, or refund deadline.

2. Before booking confirmation

An unconfirmed request or bid should be withdrawn through the available app controls. Verify the current status before taking action: acceptance may have confirmed the booking while the request was open. A payment attempt must not be treated as a completed booking without the required confirmations.

3. After confirmation and collection

Request cancellation promptly through the booking or support channel. Identify the shipment, the operational reason, and whether cargo has already been collected. Cancellation must produce a clear status and notify the affected party.

Where cargo is in transit, safe custody, return or onward delivery, documents, and evidence must be resolved. Changing the app status does not itself transfer possession or release existing transport obligations.

4. Platform fees and freight settlement

Any future cancellation charge must be disclosed before booking, linked to a valid contractual basis and proportionate loss or service, and subject to mandatory rights. Undisclosed penalties and automatic forfeiture of every payment are not proposed.

Freight paid directly to a carrier is distinct from a JetExports fee. JetExports cannot refund money it did not receive; the transport parties and applicable payment provider must resolve that payment, without limiting any liability JetExports itself has under law.

5. Payment reversals and refunds

Before online fees launch, the approved rules must address duplicate charges, failed or expired bookings, partial payment failure, service cancellation, and processor errors. Eligible refunds should return through the original payment method unless a lawful alternative is agreed.

An authorisation release is different from a captured-payment refund. Bank processing may affect when a balance appears. The service must provide the outcome and reference of a reversal or refund, and must not describe a pending request as completed. Actual timeframes remain to be agreed with the payment provider and must respect applicable legal deadlines.

6. Reporting an issue is not cancellation

A shipment issue report creates a review case; submitting it does not automatically issue a refund or cancel the transport. Status changes are paused while the case is open. State the outcome you are seeking and provide relevant evidence. Support can review the case and explain the recorded decision; it does not replace a court, insurer or payment provider.

Where a cancellation control is unavailable, contact support and the other party promptly. Do not create duplicate reports to force a status change. Preserve any separate statutory notice or claim deadline; an in-app review does not automatically extend it.

7. Disputes and evidence

Send the booking reference, payment reference if applicable, and supporting information to support@jetexports.com. Do not send full card numbers, passwords, or security codes. Both parties should be able to provide relevant records.

A support review does not remove rights to seek a bank dispute, a statutory remedy, or a court or authority decision. Refunds, chargebacks, and payments must be reconciled to avoid duplicate recovery of the same amount.