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

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.

2.1 Operator Cancellation Before Departure

Operators may not unreasonably cancel confirmed Shipments after accepting a booking. 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, request documentation, attempt reassignment, suspend related payouts, and determine appropriate 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

2.4 Platform Investigation Process

Where operational disputes or cancellation incidents arise, ShareConLoad may conduct an investigation including review of shipment records, communications, customs documentation, and evidence from Customers or Operators. All parties agree to cooperate reasonably.

2.5 Replacement Operator Process

Where operationally feasible, ShareConLoad may arrange an alternative Operator. Replacement arrangements may be subject to Operator availability, revised schedules, updated pricing, and operational constraints. ShareConLoad does not guarantee replacement Operator availability.

2.6 Refund & Recovery Process Resulting from Operator Failure

Where Operator non-performance materially prevents Shipment completion, ShareConLoad may initiate a four-step resolution process: Investigation → Operational Resolution Attempt → Recovery Coordination → Refund Determination.

2.7 Operator Penalties

Where Operators repeatedly fail to fulfill confirmed Shipments, ShareConLoad may apply penalties including warning notices, trust-score reductions, reduced marketplace visibility, payout withholding, temporary suspension, or permanent removal from the Platform.

2.8 Fraudulent or Serious Operational Misconduct

Where ShareConLoad reasonably suspects fraudulent activity or unlawful conduct by an Operator, ShareConLoad may immediately suspend the account, freeze payouts, terminate Platform access, report to relevant authorities, and pursue lawful recovery of losses.

3.1 Refund Coordination Method

Where a refund is determined to be applicable, ShareConLoad may coordinate resolution through the original payment method or platform credits where agreed. ShareConLoad reserves the right to determine the most appropriate refund method based on payment provider limitations, banking restrictions, and compliance considerations.

3.2 Refund Coordination Timelines

Refund timelines may vary depending on Operators, payment providers, financial institutions, and investigation 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, and third-party charges already incurred.

3.4 Refund Verification

Before administering refund review procedures, ShareConLoad may request identity verification, payment confirmation, shipment documentation, or additional supporting evidence. Procedures may be delayed until verification is completed.

3.5 Currency and Exchange Variations

ShareConLoad shall not be responsible for exchange-rate fluctuations, intermediary banking deductions, foreign exchange conversion costs, or 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, and 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, or operational liabilities remain unresolved.

3.8 Final Refund Determinations

All refund determinations 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.

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 including loss of profits, shipment delays, demurrage, customs penalties, third-party Operator failures, or any loss arising from reliance on Platform information.

3A.2 Cargo Space and Operational Availability

Booking confirmation does not constitute an absolute guarantee of vessel space availability. ShareConLoad shall not be liable for losses arising from oversubscription, Operator allocation changes, vessel substitutions, or other operational disruptions.

4.1 Platform Service Fees

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, and related transaction charges are non-refundable.

4.4 Customer Compliance Failures

Refunds may be denied where cancellation or failure results from inaccurate shipment information, missing documentation, customs non-compliance, permit failures, prohibited cargo declarations, or customer-related regulatory violations.

4.5 Prohibited Cargo

Payments relating to prohibited, unlawful, 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, or 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, or 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, and associated losses permitted by applicable law.

5.1 Force Majeure Events

ShareConLoad shall not be liable for delays or disruptions caused by events beyond its reasonable control, including natural disasters, war, terrorism, labor strikes, port congestion, customs delays, government actions, sanctions, vessel breakdowns, pandemics, cyber incidents, or failures of third-party service providers.

5.2 Operational Impact

Where a Force Majeure Event occurs, ShareConLoad may suspend services, delay or revise shipment schedules, cancel affected bookings, or implement contingency measures. ShareConLoad does not guarantee uninterrupted operations during Force Majeure Events.

5.3 Refunds During Force Majeure

5.4 No Waiver of Rights

A Force Majeure Event shall not waive payment obligations already due, applicable operational costs, non-refundable fees, or 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, submitting booking confirmations, shipment documentation, operational logs, and applicable contractual agreements.

6.3 Account Suspension and Restrictions

Where fraudulent or suspicious payment activity is suspected, ShareConLoad may suspend accounts, restrict Platform access, freeze related transactions, withhold payouts, or cancel pending Shipments 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, banking charges, investigation costs, and related administrative expenses through deduction from future refunds, payouts, or lawful recovery processes.

6.5 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, and disclose relevant information where legally permitted or required.

7.1 Policy Amendments

ShareConLoad reserves the right to amend this Policy from time to time. Updated versions become effective upon publication. Continued use of the Platform following publication 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 through good-faith discussions. 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 Entire Policy Understanding

This Policy forms part of the broader ShareConLoad legal framework, including the Terms & Conditions, Privacy Policy, Operator Agreement, and related Platform policies.

7.5 Contact Information