Refund & Cancellation Policy

Logistics services are time-sensitive, capacity-constrained, and largely irreversible once a booking is confirmed. Accordingly, all bookings, platform fees, documentation fees, customs fees, and accessorial charges are NON-REFUNDABLE except as expressly stated in this policy.

Bookings cancelled before cargo is tendered to the operating carrier may be eligible for a partial refund of freight charges, net of: (a) any non-refundable carrier fees already incurred; (b) ShipHub™ platform and processing fees; and (c) a cancellation administration fee of up to 15% of the booking amount. Customs filings, insurance premiums, and bonded fees are non-refundable once submitted.

Once cargo has been tendered, picked up, loaded, departed, or otherwise entered the carrier's network, the booking is final and non-refundable. Refunds will not be issued for changes of mind, missed cut-offs, refused deliveries, mis-declared cargo, customs holds caused by user information, or carrier service interruptions that are excused under the carrier's tariff or this Legal Center.

Where a Service Partner is responsible for damage, loss, or delay, claims must be filed under the Cargo Insurance Disclaimer and the operating Service Partner's tariff and bill of lading. ShipHub™ will facilitate the claim but is not the insurer or carrier of record and is not responsible for the underlying refund.

Initiating a chargeback for a service that has been rendered, in transit, or already completed constitutes a material breach. ShipHub™ reserves the right to: (a) contest the chargeback with full documentation; (b) suspend the account; (c) assess a chargeback handling fee of USD $75 per disputed transaction; and (d) refer the matter for collection or arbitration.

Approved refunds will be returned to the original payment method within fifteen (15) business days. ShipHub™ is not liable for delays caused by your bank, card network, or payment processor.

This document is governed by and construed under the laws of the State of Georgia, United States of America, without regard to conflict-of-law principles. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

Any dispute, claim, or controversy arising out of or relating to this document or the Services shall be resolved exclusively by binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules, with the seat of arbitration in Atlanta, Fulton County, Georgia. The arbitrator's award shall be final, non-appealable, and enforceable in any court of competent jurisdiction.

You expressly waive any right to a trial by jury and any right to participate in a class, collective, consolidated, or representative action against ShipHub™. Any claim must be brought within one (1) year of the event giving rise to it or be permanently barred.

You agree that your electronic acceptance of this document — whether via checkbox, click, API authentication, or continued use of the Services — has the same legal force and effect as a hand-written signature under the U.S. Electronic Signatures in Global and National Commerce Act (E-SIGN), the Uniform Electronic Transactions Act (UETA), and any equivalent law in your jurisdiction.

ShipHub™ retains a server-side acceptance record including timestamp, IP address, document version, and account identifier, which shall constitute prima facie evidence of acceptance in any proceeding.

IKEOCEAN® LLC, doing business as ShipHub™ ("ShipHub™", "we", "us", or "our") may amend this document at any time by posting an updated version inside the Legal Center at /legal. Continued access to or use of the ShipHub™ platform, application, APIs, dashboards, marketplace, agent network, partner portal, or any service offered by ShipHub™ (collectively, the "Services") after the effective date constitutes binding acceptance of the revised document.

By creating an account, clicking an acceptance checkbox, signing electronically, submitting a booking, transmitting an API call, or otherwise using the Services, you acknowledge that you have read, understood, and agreed to be bound by this document and every other policy referenced in the Legal Center.

Where any term of this document conflicts with a signed master services agreement executed between you and ShipHub™, the executed agreement controls only as to the conflicting provision; all other provisions of this document remain in full force.

Legal notices to ShipHub™ must be sent in writing to: IKEOCEAN® LLC, doing business as ShipHub™, Legal Department, Atlanta, Georgia, USA, with a copy to info@ikeocean.com. Notices to you may be delivered via the email address on file, in-platform notification, or any reasonable electronic means; electronic notice is deemed received upon transmission.

For questions about this document or to exercise any rights described herein, contact info@ikeocean.com or write to our Legal Department at the address above.