← Big Globe Ship

Refund and Complaints Policy

Version 2026-10-03 · Last updated October 3, 2026

This policy explains how cancellations, refunds and complaints work on Big Globe Ship. We do not hold your money: your payment goes to the Provider, and any refund is made by the Provider.

1. Cancellations and refunds of the shipping price

Cancelling a booking and refunding the Provider's price is governed by the Provider's terms, which you must read before booking. The Provider decides and pays any refund of the transport price under those terms and the law.

2. Our platform fee

The platform fee is refundable in these cases:

1. The Provider cancels or cannot perform the booking.
2. You cancel within 24 hours of booking and before the Provider has collected your cargo or issued transport documents.
3. The booking was made through an obvious error on our site (for example a displayed price that was clearly wrong).
4. The law requires it.

In other cases the fee is non-refundable because we have already introduced you to the Provider and delivered the service. To ask for a fee refund, email support@bigglobeship.com with your booking reference. The Provider is responsible for refunding the fee on the payment it received (and must do so within 10 business days of our request).

3. Chargebacks and card disputes

Card payments are made to the Provider, so card disputes are between you, your bank and the Provider. Please contact the Provider and us first so we can help resolve the problem quickly.

4. Complaints process

1. Contact the Provider about service problems (delay, damage, loss, billing), and tell us at support@bigglobeship.com.
2. We acknowledge your complaint within 5 business days, record it and send it to the Provider.
3. We ask the Provider to respond to you within 10 business days, and we follow up.
4. Complaints about a Provider are also used in our monitoring. Repeated or serious complaints can lead to a Provider being suspended or removed.

We do not act as judge between you and a Provider, cannot order a Provider to pay, and cannot guarantee an outcome. Your legal rights against the Provider and any carrier are not affected.

5. Claims for lost or damaged cargo

Report damage or loss to the Provider immediately and in writing, keep photos and documents, and check the Provider's and carrier's time limits for claims, which can be short. If you bought cargo insurance, notify your insurer as well.

Contact: Egon Forenbacher ("Big Globe Ship"), 47 Taunton Road, Toronto, Ontario M4S 2P2, Canada, support@bigglobeship.com.

Terms · Provider Agreement · Privacy · Refunds and Complaints