Cargosender's terms describe one specific way to keep a refund option open after you pay — here's exactly what it covers and what it doesn't.
Cargosender's Terms and Conditions (§2.4) state plainly that all orders are non-refundable once successfully paid or the payment obligation is confirmed — with one named exception. If the client purchased the Flexible booking option, they can change order details without an administrative fee and request a refund, provided the request is made before the first pick-up attempt by the logistics provider.
This page explains only what the terms actually say about that option — not a price (pricing is quote-specific and shown at booking, not a fixed published figure) and not anything about who currently sees it offered, since that also varies by booking. What's fixed and verifiable is the mechanism itself: what it unlocks, and where its limits sit.
Standard order: not accommodated. With Flexible booking: allowed, without an administrative fee.
Standard order: not available once paid. With Flexible booking: available if requested before the first pick-up attempt.
Standard order: not applicable. With Flexible booking: Cargosender reserves the right to reduce the refundable amount.
Standard order: not applicable. With Flexible booking: non-refundable, regardless of outcome.
The refund window closes at the first pick-up attempt, not at delivery or at some fixed number of days — once the logistics provider has attempted collection, the window is gone.
The Flexible booking fee itself is stated as non-refundable no matter what happens afterwards — it isn't credited back even if you don't end up using the change or refund it enables.
If costs have already been incurred on the order, Cargosender reserves the right to reduce the refundable amount rather than refund the full price.
This is separate from a damage or loss claim after the parcel has shipped — Flexible booking is about changing your mind before pick-up, not about compensation for something that went wrong in transit.
Every client can cancel an order in writing under §2.4 — but without Flexible booking, a paid order is non-refundable once cancelled, and if the shipment has already been handed to the logistics provider, the client is responsible for all incurred expenses regardless. Flexible booking specifically changes that outcome: it converts an otherwise non-refundable payment into a refundable one, as long as you act before the first pick-up attempt.
It also removes the administrative fee that would otherwise apply to changing order details after payment — a separate benefit from the refund itself, since correcting a mistake (wrong weight, wrong address) is a different situation from cancelling outright.
No — the refund request has to be made before the first pick-up attempt, and Cargosender reserves the right to reduce the refundable amount if costs have already been incurred on the order.
No — the terms state the Flexible booking fee itself is non-refundable, regardless of whether you use the change or refund it enables.
No — that's a separate process (a claim), covered by the Claims Policy. Flexible booking is specifically about changing or cancelling before pick-up, not compensation after something goes wrong in transit.
This page doesn't state a figure because the terms don't publish one — like the shipment price itself, it's quote-specific and shown at booking, not a fixed published amount.
Flexible booking, if available for your route, is offered during the order process itself.
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