Official Policy Document
El-Charis Logistics Ltd.
Official Service Terms, Conditions & Operational Policy
1. Refund Terms & Conditions
1.1 Eligibility & Processing Timeframes
- Submission Window: All refund requests must be submitted in writing within 30 calendar days of the invoice date.
- Processing Turnaround: Approved refund requests are processed within 7 to 10 business days.
1.2 Required Documentation
- Valid Transaction ID and verifiable Proof of Payment.
- Complete shipment details and official Proof of Cancellation.
1.3 Refund Provisions & Deductions
El-Charis Logistics Error
A full payment refund will be issued for services not rendered due to operational failure, cancellation, or delays attributable to El-Charis Logistics. Applicable bank processing charges will be deducted, and any mandatory non-refundable baseline fees will be clearly itemized.
Client-Initiated Cancellation
Refunds for cancellations caused by or requested on behalf of the client will be subject to a 5% administrative deduction, with the remaining balance refunded as a partial payout.
Service Exclusions
No refunds will be granted for delivery delays or operational failures arising from force majeure or events beyond reasonable corporate control, including adverse weather conditions or regulatory customs holds.
2. Payment Policy & Accepted Methods
2.1 Accepted Payment Channels
- Bank Transfers: Direct transfers to designated corporate bank accounts (local) or international SWIFT wire transfers.
- Online Payment Gateways: Secure credit and debit card payments powered by Paystack and Flutterwave.
- Mobile Money Services: Direct USSD codes and mobile application payments.
- Cash Transactions: Cash payments are accepted exclusively at designated El-Charis Logistics service centers. An official receipt will be issued immediately upon payment verification.
2.2 Payment Deadlines & Schedules
- Corporate Terms: Standard payment terms require full settlement within 30 days from the invoice issuance date.
- Urgent Shipments: High-priority or immediate logistics requests require payment in full prior to service execution.
- Installment Agreement: Eligible accounts may utilize a structured payment plan consisting of a 50% upfront deposit and the remaining 50% balance due within 14 days.
- Late Payment Charges: Accounts past due beyond agreed deadlines will accrue a late surcharge of 3% monthly interest on all outstanding balances.
3. Service Cancellation & Packing Retrieval Policy
- Notice Period: Formal cancellation notification must be provided at least 7 to 14 days prior to scheduled service commencement.
- Submission Format: All cancellation notices must be formally submitted in writing via email or official letterhead.
- Fee Structure: Cancellations submitted within the designated notice period incur no cancellation penalties and are eligible for a full refund (subject to Section 1.3 processing conditions). Late requests may incur penalty charges or forfeiture.
- Packing & Goods Retrieval Fee: If a shipment has already been packed by El-Charis Logistics and the client elects to retrieve the shipment prior to dispatch, a fixed repacking/retrieval fee of ₦20,000 applies.
- Storage & Demurrage Charges: Shipments held at our facility exceeding 40 to 72 hours without client approval or processing authorization will attract daily storage/demurrage charges before goods can be released or processed.
4. Cargo & Courier Schedules, Cut-Offs & Airport Compliance
4.1 Courier Handover Notice
- Pre-Handover Courier Notice: Clients must give at least 2 hours' advance notice prior to handing over or dropping off courier shipments (available Monday to Friday, between 8:00 AM and 4:00 PM).
4.2 Operational Drop-Off & Cargo Cut-Off Deadlines
- UK Cargo Drop-Off Cut-Off: Every Wednesday by 4:00 PM (Close of Business).
- USA & Canada Cargo Drop-Off Cut-Off: Every Thursday by 4:00 PM (Close of Business).
4.3 FAAN & Airport Export Requirements
- FAAN Mandatory Export Lead Time: Export cargo must arrive and complete processing at least 6 hours before scheduled flight departure in full compliance with Federal Airports Authority of Nigeria (FAAN) regulations.
- Flight Roll-Over: Cargo missing the strict 6-hour FAAN window will automatically roll over to the next available scheduled flight.
5. Delivery, Operational Scope & Liabilities
5.1 Scope of Services
El-Charis Logistics provides comprehensive logistics solutions including: Courier & Parcel Delivery, Cargo Logistics, Import & Export Operations, Warehousing, and Customs Clearance.
5.2 Cargo Guidelines & Volumetric Billing
- Hazardous Materials Exclusions: Standard terms strictly exclude hazardous goods. Hazardous cargo requires specialized handling and operates under a separate agreement.
- Weight Baseline & Excess: Cargo is assessed on actual or volumetric weight, using a baseline of 20kg (40lbs). Excess weight beyond baseline specifications will incur additional freight charges.
- Volumetric Calculations: Volumetric weight assessment applies to all courier shipments. Bulky or specialized items, such as artwork frames, are assessed on volumetric cargo dimensions.
5.3 External Disruptions & Delay Liabilities
- Courier Liability: El-Charis Logistics takes full corporate responsibility for courier delays caused directly by internal operational errors within El-Charis Logistics.
- Third-Party & Regulatory Delays: El-Charis Logistics assumes no liability for delays caused by airline rescheduling, industrial strike actions, government shutdowns, severe weather, or statutory customs holds.
6. Insurance, Risk Allocation & Confidentiality
6.1 All-Risk Insurance Policy
- High-Value Cargo Insurance: All-Risk Insurance coverage is available at 30% of the CIF (Cost, Insurance, Freight) value for high-value goods.
- Mandatory Insurance Waiver: Clients who decline purchasing All-Risk Insurance for high-value cargo must execute an official Insurance Liability Waiver Form relieving El-Charis Logistics of loss/damage claims.
- Uninsured Cargo Claims: In the absence of an active insurance cover or executed waiver, corporate liability for loss or damage is limited strictly to standard basic terms, and uninsured third-party loss claims will not be recognized.
6.2 Confidentiality & Non-Disclosure
- Protection of Information: Both parties commit to safeguarding all confidential business data, financial details, and trade operations.
- Non-Disclosure Agreement: Information acquired during engagement will not be shared with unauthorized third parties without prior written consent.
This document represents the formal Service Terms, Conditions, and Operational Policy governing all operations by El-Charis Logistics Ltd.