Refund and Cancellation Policy
In short: we explain our plan and fee first and start work only after you agree. Fees for work already done are not refundable. If you cancel before we start, or if we do not deliver what we agreed, we refund as set out below.
1. How we charge
- We first explain our working plan: what we will do, the documents we need and the expected timing.
- We quote the fee in writing. We charge only the fee you have agreed to, and only after you have understood the plan and accepted it.
- Our invoice shows the amount and the GST charged.
2. Cancelling before work starts
If you cancel in writing (email or WhatsApp) before we begin work, we refund any amount you have paid for that job, less any bank or payment charges we cannot recover.
3. Cancelling after work has started
- The fee for work already done is not refundable. This includes a reply, draft, checklist or registration application that has been prepared or delivered to you.
- If you cancel part-way through, we will tell you in writing what part of the fee relates to work already done. We refund any part of the fee for work not yet done.
4. Yearly desk plans
Yearly desk fees cover the year and the queries answered in it. If you cancel in writing, fees for the period already used and queries already answered are not refundable. We may, at our discretion and in writing, refund part of the fee for the unused period.
5. If we do not deliver
If we do not deliver the service we agreed, we refund the fee for the part not delivered.
6. What a refund does not cover
- The decision or outcome of Customs, DGFT or any other agency. We cannot guarantee how an agency decides, so the fee does not depend on the result.
- Duties, taxes, penalties, government fees, freight, insurance premiums and similar amounts paid to or collected by third parties. Their own terms apply.
- Delays caused by missing, late or incorrect documents or information from you.
7. How to ask for a refund
Email info@multimodal.biz with the subject "Refund request", the invoice number and the reason. We reply within 2 working days and tell you our decision in writing. An approved refund is paid to the account you paid from, within 15 days of the decision.
8. If you disagree
You can raise a complaint through our Grievance Redressal process.