1. Scope
This policy explains how Criptora Freight Networks Sdn Bhd handles refunds and the return of pre-paid funds for the services we provide — primarily freight forwarding, customs brokerage, warehousing and last-mile distribution. It does not cover claims for loss of or damage to cargo, which are dealt with under our Terms & Conditions of Service and the FMFF Standard Trading Conditions.
2. What is refundable
- Cancelled bookings. Where the Customer cancels a booking before the cargo has been picked up, freight prepaid will be refunded in full, less any third-party costs already incurred and a documentation handling fee of RM 75 per house bill.
- Duty deposits. Where the Company has held a deposit on the Customer's behalf to fund a customs deposit, K8 transit or duty drawback, the unused balance is refunded within five working days of the reconciliation closing.
- Service errors. If a service is materially mis-performed because of an error attributable to the Company (for example, the wrong HS code is filed despite the Customer supplying the correct one), the corresponding line on the invoice is credited in full.
- Duplicate invoicing. Any double charge or duplicated line is reversed within three working days of being identified, regardless of which side spots it first.
3. What is non-refundable
- Carrier-paid freight that has already been transmitted and accepted by the airline or shipping line, except to the extent the carrier itself refunds.
- Duties, taxes and statutory charges paid to Royal Malaysian Customs or overseas authorities. Recovery of these is governed by the relevant authority's refund regime (typically K2 / drawback procedures); we can act for the Customer on a service-fee basis.
- Marine, aviation or goods-in-transit insurance premiums once the cover has incepted.
- Service fees for work already completed in good faith and to specification.
4. How to request a refund
Send the request to [email protected] within 14 days of the relevant invoice date. Quote the house bill number or invoice reference and explain the basis for the refund. The duty coordinator will acknowledge inside one working day and, if the claim is straightforward, will issue the credit note within five working days.
5. Disputed amounts
If we and the Customer disagree about the refund amount, both parties will set out their position in writing and attempt to resolve the matter at director level within 21 days. Failing that, the dispute resolution clauses in the Terms & Conditions of Service apply.
6. Refund mechanism
Refunds are paid back via the same channel the original payment came in on. Bank transfers are made to the originating account; card refunds are processed through the same gateway. Cross-border refunds may attract bank charges, which are deducted from the refund unless the original error was clearly on our side.
7. Statutory rights
Nothing in this policy limits the Customer's statutory rights under the Contracts Act 1950, the Sale of Goods Act 1957 (where applicable) or the Consumer Protection Act 1999 for non-business customers.
8. Updates
This policy is reviewed at least annually. Material changes that affect open shipment files are notified by email to the registered contact on the file.