Cancellation & Refund Policy
General approach
This policy applies to payments for shipping services or service bookings sold online or offline. It does not govern the sale of physical goods unless a separate goods sale is expressly offered. Mandatory statutory refund rights remain available.
Refunds depend on whether services have begun, whether third-party fees are already committed, and the specific accepted quote. No blanket “non-refundable” label overrides mandatory law or unperformed-service rights.
Before confirmation or dispatch
If Abiet has not accepted a booking, any captured payment will be returned unless a separately authorized, lawful fee was clearly disclosed.
For a confirmed booking that has not begun, customers can request cancellation. Abiet will disclose any reasonable, documented and non-recoverable costs or agreed cancellation charge before determining the refund, subject to law and the contract.
After work begins / in transit
Once pickup, packing, handling, carrier booking or transport starts, a cancellation may be impossible or may result in charges for completed services and properly committed costs. Abiet will explain the calculation and any alternative options.
Service failures, delays and lost cargo
A delay does not automatically entitle a customer to reimbursement, but statutory rights, written service guarantees and remedies for breach remain unaffected. Cargo loss or damage is handled separately under the Cargo Claims Policy and applicable law; insurance is not a prerequisite to every possible legal cargo claim.
How to request and receive a refund
Email contact@abietlogistics.ca with your name, booking number, payment evidence and reason. We will acknowledge the request, request missing information if needed and provide a written decision with a breakdown of any deductions.
Approved refunds will normally be made through the original payment channel where feasible. Processing time depends on the payment service and institution; we will provide a reasonable estimate once approved.