Order Cancellation and Refund Policy

1. General provisions

This Order Cancellation and Refund Policy sets out the rules for cancelling orders, withdrawing from services and refunding payments for services provided by LAMERZA SHIPPING SERVICES Sp. z o.o., in particular services relating to sea transport, freight forwarding, cargo carriage, vessel services and other maritime and logistics services.

Services are quoted individually. Before an order is performed, the customer receives an offer or quotation and, after the terms have been agreed, may receive an invoice with the agreed payment instructions.

This Policy supplements the Terms and Conditions available on the Company's website.

2. Requesting order cancellation

A customer wishing to cancel an order or withdraw from a service should contact the Company using the contact details published on the 'Company details and contact' page.

The request should include:

• customer or company details
• order or invoice number
• description of the service being cancelled
• reason for cancellation, where required or helpful in considering the request

The Company will acknowledge receipt of the request and inform the customer of the next steps, including any cancellation costs and the possibility of a refund.

3. Cancellation before a booking is made with a carrier or supplier

If the customer cancels an order before the Company makes a booking or incurs an obligation towards a carrier, shipowner, supplier or another party involved in providing the service, the refund may be reduced only by actual, documented and non-recoverable costs directly related to that order, provided such a deduction is permitted by applicable law and the agreed contractual terms.

The Company does not apply an automatic administration fee for cancellation before a booking has been made.

If no costs have arisen that may lawfully be charged to the customer, the refund covers the entire payment received, subject to mandatory provisions of law.

4. Cancellation after a booking has been made

If a booking has already been made or the Company has incurred obligations towards a carrier, shipowner, supplier or another party, cancellation may involve costs arising from the booking terms, supplier agreements or the agreed service terms.

Before a contract is concluded or an order accepted, the customer will be informed of the applicable cancellation charges or how they are calculated.

Any cancellation costs must be justified, demonstrable and compliant with applicable law. The Company does not charge previously undisclosed administration fees or apply provisions excluding rights that cannot be excluded by law.

Where the booking terms provide for non-refundable charges or other external costs, these are settled in accordance with the customer contract and applicable law.

5. Calculating the refund amount

Where a cancellation or refund request is accepted, the Company calculates the refund amount taking into account:

• the amount actually received from the customer
• the scope of services already performed
• agreed and lawful cancellation costs
• actual, documented external costs that cannot be recovered, where charging them to the customer is legally permitted
• applicable provisions concerning the rights of consumers and other entitled customers

The customer will be informed of how the refund amount was calculated and of any deductions.

The provisions of this section do not restrict statutory consumer rights or other rights that may not be excluded or limited.

6. Payment refunds

If a payment refund is approved, the Company will arrange it without undue delay, taking into account the relevant contractual deadlines and those required by applicable law.

Where a statutory refund deadline applies, it is calculated in accordance with the relevant provisions, not from the date of the Company's internal approval of the request.

In other contractual cases, the Company aims to make the refund within 14 days of approval, unless the parties have lawfully agreed a different deadline.

The refund will be made through the original payment method, to the extent supported by the relevant payment provider. If a refund through the original method is not possible, the Company will contact the customer to agree a lawful solution.

The Company will not charge the consumer additional fees merely for processing the refund where such fees are prohibited by applicable law.

7. Refund recipient

As a general rule, a refund is made to the original account or through the original payment method used to pay for the order.

The Company may request additional information necessary to verify the payer and their entitlement to receive a refund.

A different refund method may be used if it is legally permitted, technically feasible and appropriately agreed with the entitled recipient.

This provision does not exclude exceptions required by law or the rights of persons entitled to a refund under the relevant provisions.

8. Statutory right of withdrawal

Where the customer has a statutory right of withdrawal from the contract, that right is exercised under the rules and within the time limits set out in the relevant provisions.

In particular, a consumer concluding a distance contract may, in the cases provided for by law, withdraw from the contract within 14 days without giving a reason. The time limit, how it is calculated and any exceptions depend on the type of contract and the circumstances in which it was concluded.

The right of withdrawal may be subject to statutory exceptions or special rules relating to certain services, including carriage-related services or services performed on an agreed date. Applying an exception requires an assessment of the specific contract and fulfilment of the relevant legal conditions.

If the customer expressly requests that the service begin before the withdrawal period expires, the Company will comply with the requirements to obtain the appropriate declarations and provide information about the legal consequences. In cases provided for by law, the customer may be required to pay for services performed up to the time of withdrawal.

This Policy does not restrict consumer rights arising from mandatory provisions of law.

9. Services already commenced or performed

If performance of the service has already commenced, the possibility of cancellation and the amount of any refund depend on the terms of the concluded contract, the work performed, obligations towards third parties and the relevant provisions of law.

For services performed in whole or in part, the Company takes into account the value of services already delivered and the settlement rules agreed with the customer, subject to the customer's statutory rights.

The mere commencement of a service does not automatically mean that the consumer loses the right to withdraw from the contract. The legal consequences depend on the type of service, the required consents and information, and the circumstances of the specific transaction.

10. Complaints and refund enquiries

For questions about cancellation, settlement of costs or refund status, the customer may contact the Company using the contact details published on the 'Company details and contact' page.

The request should include the order or invoice number and a description of the matter. The Company will consider the request and respond within the period required by the relevant provisions or the agreed contractual terms.

11. Final provisions

This Policy must be read together with the Terms and Conditions and the relevant provisions of the contract concluded with the customer.

In the event of a conflict between this Policy and mandatory provisions of law, the relevant provisions of law prevail.

The Company may update the Policy to reflect changes in its operations or applicable law. The version applicable to the concluded contract applies to a given order, taking into account the provisions concerning changes to contractual terms.