Refund & Cancellation Policy
This Refund & Cancellation Policy applies to all Dockwin services, including import/export support, sourcing, documentation, logistics coordination, e-commerce services, account management, listing work, advertising support, website development, digital support and consulting services.
By making payment to Dockwin, the client agrees to this policy.
- Service-Based Business
Dockwin provides professional business services. Most services require planning, consultation, research, documentation, team allocation, coordination, communication and third-party involvement.
Because of this, payments made for services are generally non-refundable once work has started.
- Advance Payment
Dockwin may collect advance payment before starting any project, order, sourcing request, documentation work, e-commerce service, advertising service or monthly support work.
Advance payment confirms the client’s intent to proceed and allows Dockwin to allocate time, resources and vendor coordination.
Once work has started, advance payment is non-refundable.
- Cancellation Before Work Starts
If the client requests cancellation before any work has started, Dockwin may review the request and issue a partial or full refund at its discretion.
Payment gateway charges, bank charges, administrative charges, consultation time and any third-party cost already incurred may be deducted.
- Cancellation After Work Starts
If cancellation is requested after work has started, no refund will be provided for:
- Consultation already completed
- Research already done
- Documents prepared
- Team time allocated
- Supplier/vendor coordination
- Marketplace work completed
- Listing/content/creative work completed
- Shipment/logistics coordination started
- Third-party charges paid
- Any partially completed service
Dockwin may provide completed work up to the cancellation date, subject to full payment clearance.
- Import & Export Refund Rules
For import/export services, refunds will not be provided once any of the following activities have started:
- Supplier sourcing
- Vendor negotiation
- Sample coordination
- Order confirmation
- Product booking
- Documentation preparation
- Customs documentation support
- Logistics booking
- Inspection coordination
- Payment to supplier/vendor
- Shipment movement
- Any third-party process
Government fees, duties, taxes, freight, inspection fees, port charges, supplier payments, bank charges, insurance, warehousing, demurrage, detention and other third-party costs are non-refundable.
- E-commerce Services Refund Rules
For e-commerce services, refunds will not be provided once work has started on:
- Account registration
- Marketplace documentation
- Account management
- Product listing
- Cataloging
- Listing optimization
- A+ content
- Storefront design
- Advertising setup
- Campaign management
- Account reinstatement support
- Website development
- Digital marketing work
- Reporting and strategy work
Marketplace approval, account approval, category approval, product ranking, ad results, sales performance and reinstatement decisions are controlled by third-party platforms. Refunds will not be issued only because a marketplace rejects, delays, suspends or limits an account, listing or campaign.
- Monthly Service Cancellation
For monthly services, cancellation must be requested in writing before the next billing cycle.
Fees paid for the current month or billing cycle are non-refundable once work has started. Services will continue until the end of the paid billing period unless terminated earlier due to policy violation, non-payment or mutual agreement.
- Ad Spend and Third-Party Charges
Ad spend, marketplace fees, payment gateway charges, software fees, domain, hosting, plugin, theme, courier, freight, inspection, government fee, vendor payment and other third-party charges are non-refundable by Dockwin.
Any refund from a third-party provider will depend on that provider’s own policy.
- Duplicate or Excess Payment
If a duplicate payment or excess payment is received due to technical error, the client may contact Dockwin with payment proof. After verification, the eligible amount will be refunded to the original payment method or adjusted against future invoices.
- Refund Processing Time
Approved refunds, if any, will be processed within 7 to 15 working days after internal verification. Actual credit time may depend on the bank, payment gateway or payment method.
- How to Request Cancellation or Refund
To request cancellation or refund review, the client must email Dockwin with:
- Client name
- Company name
- Invoice number
- Payment proof
- Service name
- Reason for cancellation/refund request
- Supporting documents, if any