Refunds & Cancellations
What can be refunded, what cannot, and how to request a cancellation. Three categories: our fees, partner fees, and government charges.
Portix Global Facilitation Fees
If Portix Global charges a facilitation or referral fee, the following applies:
- Cancellations requested before a Partner has been engaged: full refund within 5 business days
- Cancellations requested after Partner engagement has begun: fees may be non-refundable
- To request a cancellation, email support@portixglobal.com with your submission reference number
Partner Service Fees
Fees charged by customs clearance Partners are subject to the Partner's own cancellation and refund terms. Portix Global is not responsible for Partner fee disputes. You should obtain the Partner's terms before authorising any payment.
Customs Duties and Government Charges
Customs duties, VAT, and other government charges are non-refundable once paid to HMRC, except through the formal HMRC drawback or relief process. Portix Global has no control over these charges.