Refund & Cancellation Policy

1. Scope of Services

Cusmode Customs Brokers AU Pty Ltd (“Cusmode”) provides professional services including, but not limited to:

• Customs brokerage and clearance services
• Tariff classification and advisory services
• Import/export documentation and compliance support
• Liaison with government authorities and third parties
• Organizing transport

All services are provided based on information supplied by the client and third-party service providers.

2. Cancellation of Services

• Clients may request cancellation of services in writing before work has commenced.
• If services have already commenced, Cusmode reserves the right to charge for work completed up to the cancellation date.
• Services that involve third-party costs (e.g. Customs entries lodged, government fees, port charges, shipping line or depot charges) cannot be cancelled once incurred.

3. Refund Policy

• Refunds are not available for services already completed or substantially performed.
• Government charges, duties, taxes, levies, port fees, storage, transport, inspection fees, and third-party costs are non-refundable.
• Where Cusmode is unable to proceed with a service due to reasons within its control and no work has commenced, a refund may be considered at Cusmode’s discretion.

4. Errors and Adjustments

• If an error is identified that is directly attributable to Cusmode, we will take reasonable steps to rectify the issue at no additional professional charge.
• No refunds will be provided for delays, penalties, or additional costs caused by incorrect, incomplete, or late information supplied by the client or third parties.

5. Chargebacks and Disputes

• Clients agree to contact Cusmode first to resolve any billing concerns prior to initiating a chargeback or payment dispute.
• Unauthorized chargebacks may result in suspension of services and recovery action.

6. Acceptance

Engaging Cusmode’s services constitutes acceptance of this Refund & Cancellation Policy.