Refund & Cancellation Policy

RondaShip charges for logistics services — freight, customs handling, warehousing and related work — rather than for goods. Whether a charge can be refunded therefore depends on how much of that work has already been carried out when you cancel.

This policy sits alongside our Terms of Service.

A booking may be cancelled at no charge at any time before your goods are received at our warehouse or collected by a carrier. Any amount already paid for that booking is refunded in full.

Once goods have been received into our warehouse, work has begun. Where you cancel before the consignment is handed to a carrier, we refund what you have paid less the services already performed, which may include:

• Receiving, inspection, weighing, measuring and photography
• Barcode and label generation
• Document preparation and customs classification work
• Storage accrued to the date of cancellation
• Return or onward delivery of the goods, if you ask us to arrange it

The balance is refunded to you.

Once a consignment has been handed to a carrier, the freight charge is committed and cannot be refunded. Where a shipment can be recalled, the carrier’s recall and return charges are payable by you.

• Import duties, taxes and customs charges — these are levied by the destination country, not by us. Reclaiming them is a matter for that authority
• Third-party charges already incurred — carrier fees, port charges, inspection fees, demurrage and storage
• Payment processing fees where a refund is issued at your request
• Charges arising from inaccurate information you supplied, including customs penalties, re-classification costs and storage caused by a delayed clearance

Where a service was charged for but not performed, or was performed incorrectly by us, we refund that charge in full. Where a shipment is lost or damaged in transit, the claim process in clause 10 of our Terms of Service applies — including the 14-day notification window— and any recovery depends on the carrier’s liability and on whether cargo insurance was arranged.

Email support@rondaship.com from the address registered to your account, quoting the invoice number and shipment reference, with a short explanation of what you are asking for.

We acknowledge refund requests within 2 business days and aim to reach a decision within 10 business days. Where a claim depends on a carrier or customs authority, resolution may take longer, and we will keep you updated.

Approved refunds are returned to the original payment method. Card refunds are issued through Stripe and typically appear within 5 to 10 business days, depending on your bank. Bank transfers are returned to the account the payment came from.

We do not issue refunds in cash or to a third-party account.

If you disagree with a decision, reply to us and ask for it to be reviewed. We would much rather resolve a disagreement directly than through a card chargeback, which freezes the amount and slows resolution for both sides.