Cancellation & refund policy

1. Non-binding inquiry

A transport inquiry that has not yet been accepted may be withdrawn. No transport service fee is charged merely for withdrawing a non-binding, unconfirmed inquiry.

2. Confirmed transport order

After confirmation, send any cancellation or change request in writing immediately. Whether and when cancellation is operationally possible depends on whether a vehicle, driver, partner, permit, ferry, time slot or other service has already been arranged or started.

A cancellation request does not automatically terminate the order. We confirm in writing whether the order could be stopped and the resulting consequences.

3. Possible charges

Where contractually and legally permitted, the calculation may include:

• dispatch or transport services already performed;
• carrier and partner charges, cancellation fees or non-refundable bookings;
• empty running, approach, waiting, second attempt or return transport;
• permits, ferries, customs, storage, handling and other order-specific costs;
• price changes caused by later changes to cargo, address or loading information.

4. Refund assessment

A possible refund is calculated after reconciling payment with the confirmed order, services performed and actual costs incurred. Overpayments and duplicate payments are corrected after review.

Refunds are generally made to the original payer and, where technically and legally possible, through the original payment method. Mandatory statutory rights remain unaffected.

5. How to request a review

Email the order, customer or HK reference, payment reference, reason and requested change to info@hangkai.de. Do not email full card or login details.

We acknowledge the request and, after review, provide the outcome, calculation basis and any refund route. No fixed refund amount or processing time can be promised before the case has been checked.