Refund Policy

1.1. A Consumer (an individual ordering services for personal, family, household and other needs unrelated to business activity) may cancel the service contract at any time — before the Cargo is handed over to the courier or delivered to the Forwarding Agent's warehouse, and at any subsequent stage, provided that the Consumer reimburses the Forwarding Agent for actual expenses incurred in connection with the performance of the contract (Article 32 of the Law of the Russian Federation "On Protection of Consumer Rights").

1.2. A Commercial Customer (a legal entity, sole proprietor, or an individual ordering delivery for professional purposes) may cancel the services on the same terms — subject to reimbursement of actual expenses, unless otherwise provided by the written Invoice Agreement for a specific Order.

1.3. The right to cancel does not depend on the existence of claims regarding the quality of services and does not require stating any reasons.

2.1. Before the Cargo is handed over to the courier or delivered to the Forwarding Agent's warehouse (before performance begins). The entire amount paid (prepayment) is refunded less the actual expenses incurred directly in connection with the specific Order: purchase of goods from the supplier paid by the Forwarding Agent; custom packaging manufactured to order; duties and fees paid for document processing.

2.2. After the Cargo is picked up by the courier or accepted at the warehouse, before it is handed over for international transit. The amount paid is refunded less the actual expenses incurred: pickup and delivery of the Cargo to the consolidation warehouse, warehouse handling and storage, packaging, export documentation and customs support — in the amount confirmed by documents.

2.3. After the Cargo is handed over for international transit (the domestic or international leg has commenced). The cost of the unperformed part of the Forwarding Agent's services is refundable. The following actual expenses are deducted from the amount paid: the trunk carrier's tariff for the international leg, terminal and agency fees, customs duties paid on behalf of the Customer, and the cost of returning the Cargo to the Customer if the return is initiated by the Customer.

2.4. Actual expenses are confirmed by documents (receipts, waybills, carrier invoices, customs payment documents) and are provided to the Customer together with the calculation. The following are not treated as actual expenses: expected profit, lost profits, administrative costs and other amounts not confirmed by documents.

2.5. If the actual expenses exceed the amount paid, the Customer shall reimburse the difference within 5 (five) business days of receiving the calculation with supporting documents.

3.1. A refund request is sent to help@anetlogistics.com with the subject "Refund Request".

3.2. The request must include:

• the waybill number or shipment tracking number;
• the full name of the payer who paid for the Order;
• the payment date and the amount paid;
• the last 4 (four) digits of the bank card used for payment (full card details must not be provided);
• the reason for cancellation and the stage of Order fulfilment (see Section 2), and contact details if needed.

3.3. The Forwarding Agent reviews the request within 10 (ten) calendar days of its receipt and sends the Customer a refund calculation listing the deducted actual expenses with supporting documents.

4.1. Refunds are made exclusively to the bank card used for the payment (by the same method). Refunds in cash, to third-party cards or by any other means are not made — as required by payment systems and the acquiring agreement with T-Bank JSC.

4.2. The refund period is no more than 10 (ten) calendar days from the date the request is received (Article 31 of the Law of the Russian Federation "On Protection of Consumer Rights"). The funds are credited to the payer's card within the timeframes set by the payment system and the card issuer (as a rule, 3 to 30 business days from the date the refund transaction is processed).

4.3. The refund is made in the currency of the original charge. Any exchange rate differences arising when the funds are credited by the Customer's card issuer are not compensated by the Forwarding Agent.

4.4. Card payments are processed by T-Bank JSC (T-Kassa). The Forwarding Agent does not store or process bank card details. Upon refund, a "refund of receipt" cash register receipt is issued in accordance with Federal Law No. 54-FZ and sent to the Customer.

4.5. An erroneous or duplicate payment (double charge, technical error) is refunded in full without any deductions within the same period — 10 (ten) calendar days.

5.1. Compensation for loss or damage of the Cargo is governed by Section 5 of the Public Offer and is not covered by these Terms.

5.2. If the Cargo is detained by customs authorities for more than 15 (fifteen) calendar days for reasons beyond the Forwarding Agent's control, the Customer is entitled to demand a refund of the prepayment less the actual documented expenses incurred by the Forwarding Agent (clause 5.2 of the Public Offer).

5.3. The pre-trial claim procedure and dispute resolution are governed by Section 8 of the Public Offer. A Consumer is entitled to bring claims in court of their choice in accordance with Article 17 of the Law of the Russian Federation "On Protection of Consumer Rights".