Effective: 1 March 2026. This policy applies to all customers contracted with Alpinyx Logistics Sdn Bhd unless your signed service agreement provides otherwise.
1. The nature of freight services
Freight forwarding, customs brokerage and warehousing are services rather than products. Once carriage or clearance has begun, the underlying carrier costs, port charges, and government fees have generally been committed and cannot be refunded by us. We therefore distinguish between three situations.
2. Cancellation before booking confirmation
If you withdraw a request after we have quoted but before a booking has been confirmed (no carrier slot accepted, no terminal booking lodged, no permit raised), there is no charge. We simply close the file.
3. Cancellation after booking confirmation
If you withdraw a booking after it has been confirmed with the carrier but before cargo has been received at the terminal, the following applies:
- Air freight: cancellation fee up to RM 350 plus any carrier no-show charge.
- Sea freight FCL: cancellation fee up to RM 600 plus carrier dead-freight or no-show charges, if any.
- Sea freight LCL: cancellation fee up to RM 150.
- Project cargo: cancellation fees are stated separately in the project services contract, reflecting committed crane, escort and vessel costs.
If the carrier or terminal waives their no-show charge, we waive ours too.
4. Service not delivered as agreed
In the rare case Alpinyx is in breach — for example, cargo missed a confirmed sailing because of a documentation error attributable to us — we credit or refund the relevant component of our service fee. Specifically:
- Where we caused a missed sailing or flight, we credit our forwarding fee for that shipment in full.
- Where we caused a customs delay leading to demurrage on a container, we cover the demurrage that we caused.
- Where we mis-handled stock at our warehouse, the relevant handling fees are credited and any shortfall is processed under the storage agreement.
Liability for the underlying cargo (loss, damage, delay) is governed by the Standard Trading Conditions referenced in our quotations and is normally capped per package or per kilogramme, with cargo insurance recommended for higher values.
5. How to raise a service claim
Write to [email protected] within 14 days of becoming aware of the issue. Include:
- Your reference and ours (B/L, AWB or job number).
- A short narrative of the issue and the impact.
- Any supporting documents — photographs, weight notes, demurrage invoices, etc.
We acknowledge claims within 3 working days and aim to issue a written determination within 21 working days. If the matter requires a third-party survey or a carrier response, we will let you know the realistic timeline.
6. How refunds are paid
Approved refunds and credits are issued in the original payment currency to the originating bank account, normally within 14 working days of approval. For credits applied against future invoices, we issue a written credit note for your records.
7. Government charges
Customs duties, SST, port dues, and statutory permit fees paid to government agencies cannot be refunded by us. Where these are payable in error, we assist with the formal recovery process through the relevant authority on your behalf.
8. Questions
Speak to your usual coordinator, or write to [email protected]. We would rather solve a service issue quickly than have it escalate.