Merdian Marine & Cargo Insurance Group

    Cancellation Policy

    Merdian Marine & Cargo Insurance Group Logistics - Greece & Thailand Operations

    Last Updated: December 2024

    Quick Summary

    7+ Days Before

    Full refund available

    3-7 Days Before

    50% refund or credit

    Less than 3 Days

    No refund available

    1. General Cancellation Terms

    Merdian Marine & Cargo Insurance Group Logistics ("Company," "we," "us") operating from Greece and Thailand understands that circumstances may require you to cancel or modify your booking. This policy outlines the terms and conditions for cancellations across all our services.

    All cancellation requests must be submitted in writing via email to support@merdianmarinecargo.com (Greece) or support@merdianmarinecargo.com (Thailand), or through your client portal account.

    2. Ocean Freight Cancellations

    Full Container Load (FCL)

    • 14+ days before vessel departure: Full refund minus administrative fee (€75 / ฿2,500)
    • 7-13 days before departure: 75% refund or 100% credit for future booking
    • 3-6 days before departure: 50% refund or 75% credit for future booking
    • Less than 3 days: No refund; 25% credit may be considered

    Less than Container Load (LCL)

    • 7+ days before consolidation: Full refund minus handling fee (€50 / ฿1,750)
    • 3-6 days before: 50% refund or 75% credit
    • Less than 3 days: No refund available

    3. Air Freight Cancellations

    Due to the time-sensitive nature of air freight, cancellation terms are more stringent:

    • 72+ hours before scheduled pickup: Full refund minus booking fee (€100 / ฿3,500)
    • 24-72 hours before: 50% refund or 75% credit
    • Less than 24 hours: No refund; cargo already allocated on aircraft

    4. Container Rental Cancellations

    • Before delivery: Full refund of rental deposit minus administrative fee
    • Within first 7 days of rental: Pro-rated refund based on unused days
    • After 7 days: Minimum one-month rental charge applies

    Note: Container purchases are subject to separate terms and a 3-day inspection period.

    5. Warehousing & Storage Cancellations

    • 30+ days notice: Full refund of prepaid storage minus one week's charges
    • 14-29 days notice: 50% refund of prepaid storage
    • Less than 14 days: No refund; charges apply until goods removed

    6. Customs Brokerage Services

    Customs brokerage fees are non-refundable once documentation work has commenced. If cancellation occurs before any work begins, a full refund minus consultation fee (€50 / ฿1,750) will be issued. Any third-party charges (government fees, duties, etc.) that have been paid are non-refundable.

    7. Project Cargo & Special Services

    Project cargo, heavy lift, and oversized shipments require customized cancellation terms based on the specific project requirements. These terms will be outlined in your service agreement. Generally:

    • Equipment mobilization costs are non-refundable once confirmed
    • Engineering and survey costs are non-refundable
    • Vessel charter cancellations subject to carrier's terms

    8. Force Majeure

    In cases of force majeure (natural disasters, war, pandemic, government restrictions, etc.), Merdian Marine & Cargo Insurance Group will work with clients to reschedule shipments at no additional charge or provide full credit for future services. No cancellation fees will apply in documented force majeure situations affecting either Greece, Thailand, or transit countries.

    9. Modifications vs. Cancellations

    We encourage modifications over cancellations when possible:

    • Date changes (with 7+ days notice): Free of charge, subject to availability
    • Route changes: May incur rate differences; no penalty fee
    • Volume changes (±10%): Usually accommodated without penalty

    10. How to Cancel

    Greece Operations

    Email: support@merdianmarinecargo.com
    Phone: +30 210 123 4567
    Hours: Mon-Fri, 8:00-18:00 EET

    Thailand Operations

    Email: support@merdianmarinecargo.com
    Phone: +66 2 123 4567
    Hours: Mon-Fri, 8:00-17:00 ICT

    Required Information

    Please include: Booking reference number, reason for cancellation, preferred resolution (refund or credit), and contact details for confirmation.

    11. Refund Processing

    Approved refunds will be processed within 14 business days to the original payment method. Bank transfers may take additional 3-5 business days depending on your financial institution. Credit notes are valid for 12 months from issue date and can be applied to any Merdian Marine & Cargo Insurance Group service in Greece or Thailand.

    12. Disputes

    If you believe a cancellation fee has been applied incorrectly, please contact our customer service team within 30 days. All disputes will be reviewed by our management team and resolved within 14 business days. Unresolved disputes may be escalated to arbitration in accordance with our Terms and Conditions.

    This cancellation policy is part of Merdian Marine & Cargo Insurance Group Logistics' Terms and Conditions. By booking our services, you agree to these terms. Merdian Marine & Cargo Insurance Group reserves the right to update this policy with 30 days' notice to existing clients. For questions, contact support@merdianmarinecargo.com.