Refund Policy

1. Rejected Bookings and Service-Area Restrictions

The platform validates carrier service availability at the point of booking (service area, weight, dimensions, and other per-service restrictions — see section 3 of the Shipping Terms). If the selected service cannot be used for a given shipment — for example a UPS Worldwide Economy booking to Alaska, Hawaii, a US territory, or an APO/FPO/DPO address — the booking is rejected before a label is produced.

No label, no charge, no refund required. A rejected booking does not result in a charge to your TradeWind account or your payment method. Because no charge is raised, no refund is necessary. If you see a pending authorisation on your card for a rejected booking, it will drop off automatically within a few business days depending on your card issuer. If a charge is ever applied in error for a shipment the platform rejected, it will be voided automatically; please contact support if this does not happen.

If a service is rejected for your destination, please re-book using an alternative service that supports that destination (for example UPS Standard, Royal Mail International Tracked / Signed, or FedEx International).

2. Label Voiding

If you have generated a shipping label but have not yet used it (i.e. the parcel has not been collected, dropped off, or entered the carrier’s network), you may be able to void the label and receive a credit or refund.

2.1 Void Windows

Each carrier has a specific window during which labels can be voided. You must initiate the void within this window:

Important: These void windows are determined by the carriers and may change. Once a label has been scanned or entered the carrier’s network, it cannot be voided regardless of the time elapsed.

2.2 How to Void a Label

You can void unused labels directly through the TradeWind dashboard by navigating to the shipment and selecting the void option, provided the void window has not expired. If you encounter issues voiding a label, contact our support team.

3. Account Credit vs Cash Refund

3.1 Default: Account Credit

When a label is successfully voided, the label cost is returned to your TradeWind account as a credit by default. This credit is automatically applied to future label purchases. Account credits do not expire while your account is active.

3.2 Cash Refund

A refund to your original payment method (via Stripe) may be issued in the following circumstances:

• You are closing your account and have an outstanding credit balance
• A billing error by TradeWind resulted in an overcharge
• The Service was unavailable and prevented you from voiding a label within the void window
• A label was charged but failed to generate due to a platform error

Cash refunds are processed through Stripe and typically appear on your statement within 5–10 business days, depending on your payment provider.

4. Used Labels

No refund or credit is available for labels that have been used (i.e. parcels that have been scanned, collected, or entered the carrier network).

Once a carrier has accepted a parcel, the transportation service has been provided and the carrier charge applies. If you experience issues with a shipment (loss, damage, delay), you should file a claim with the carrier as described in our Shipping Terms.

If a parcel is returned to sender by the carrier (e.g. due to an undeliverable address), no refund is available for the original label as the carrier has still performed transportation services.

5. Carrier Surcharges and Adjustments

Carriers may apply post-shipment surcharges for reasons including:

• Dimensional weight adjustments (actual size exceeds declared size)
• Address corrections
• Delivery area surcharges (remote or extended areas)
• Residential delivery surcharges
• Additional handling fees (irregular packaging)
• Overweight or oversize penalties

These surcharges are passed through to your account. TradeWind does not refund carrier surcharges as they are levied by the carrier based on actual shipment characteristics. If you believe a surcharge has been applied in error, you may dispute it and we will investigate with the carrier on your behalf.

6. Account Closure Refunds

If you close your TradeWind account and have a positive credit balance, you may request a refund of the remaining balance. The following conditions apply:

• All pending shipments must be resolved (delivered, voided, or claimed)
• No outstanding disputes or investigations on your account
• The refund will be issued to your original payment method via Stripe
• A minimum balance of GBP 1.00 is required for a refund to be processed
• Refund requests must be made within 90 days of account closure

7. Consumer Rights

7.1 Consumer Contracts Regulations 2013

If you are a consumer (an individual acting outside the course of a trade, business, or profession), you have rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCR 2013).

Under CCR 2013, you have a 14-day cooling-off period from the date you enter into a contract for services. However, by using the Service to generate a shipping label, you acknowledge and agree that the service is provided immediately upon label generation. You expressly consent to the service beginning within the cooling-off period and acknowledge that you lose your right of cancellation once the label has been generated.

7.2 Consumer Rights Act 2015

Under the Consumer Rights Act 2015, digital services must be provided with reasonable care and skill. If the Service fails to meet this standard (for example, generating an incorrect label due to a platform error despite correct input), you may be entitled to a repeat performance or a price reduction.

Nothing in this Refund Policy affects your statutory rights as a consumer.

8. How to Request a Refund

To request a refund or credit, please:

1. Log in to your TradeWind dashboard
2. Navigate to the relevant shipment
3. If within the void window, use the void function to cancel the label and receive an automatic credit
4. If you need a cash refund or the void window has passed due to a platform issue, email privacy@tradewind.express with:
   • Your account email
   • The tracking number or shipment reference
   • The reason for your refund request
   • Whether you prefer account credit or a cash refund

9. Processing Time

We aim to review all refund requests within 2 business days. Complex cases involving carrier disputes may take longer.

10. Contact

For refund queries or to request a refund, please contact:

TradeWind Shipping Limited
Email: privacy@tradewind.express