Refund & Cancellation Policy
How cancellations, supplier charges, administration fees and refunds are handled, and how petroleum transactions differ.
1. Scope
This policy covers cancellations and refunds for services supplied by 100 Crosses Ltd. It forms part of our Terms & Conditions.
Petroleum product transactions are governed primarily by the individual supply contract for that transaction. Where this policy conflicts with a signed supply contract, the supply contract prevails. See section 6.
2. Cancellation by you
You may cancel an engagement at any time by written notice. On cancellation you remain liable for:
- Our fees for work properly carried out up to the date of cancellation;
- Third-party costs already committed or paid on your instruction;
- Any administration fee stated in your written scope or quotation.
3. Travel supplier charges
Travel bookings are subject to the cancellation and amendment rules of the airline, hotel, tour operator or other supplier concerned. Those rules are set by the supplier, vary by fare or rate type, and frequently make a booking wholly or partly non-refundable from the moment it is confirmed.
Where a supplier refund is due, we will request it on your behalf and pass on the amount actually received, less any administration fee stated in your scope. Supplier refund timescales are outside our control.
4. Administration fees
Where our fee covers work already performed — research, itinerary construction, supplier liaison, documentation preparation, systems review, process mapping — that fee is not refundable once the work has been done, whether or not you proceed.
5. Cancellation by us
Where we cancel an engagement for reasons other than your breach, non-payment or a failed due-diligence check, we will refund fees paid for work not yet carried out. Third-party costs already committed remain payable by you.
Where we terminate because of your breach, non-payment, materially inaccurate information or a failed due-diligence check, fees for work carried out and committed third-party costs remain payable and are not refundable.
6. Petroleum transactions
Cancellation, refund, quantity-tolerance, quality-claim and force-majeure consequences for petroleum transactions are governed by the individual supply contract and by section 14 of the Terms & Conditions.
Once a petroleum contract is confirmed, costs already incurred with suppliers, inspectors, transport operators, storage providers and customs agents remain payable regardless of cancellation.
7. Refund method and timing
Refunds are made to the original payment method and payer. Where a refund depends on funds being received from a third-party supplier, it is processed within 10 business days of those funds clearing to us. Refunds not dependent on a third party are processed within 14 days of the refund being agreed.
8. Chargebacks
If you believe a charge is incorrect, please raise it with us first. Raising a chargeback before allowing us to investigate may delay resolution. Where a chargeback is raised in respect of sums properly due, we reserve the right to defend it and to recover reasonable costs of doing so.
9. Non-refundable costs
The following are not refundable once incurred: issued airline tickets on non-refundable fares; non-refundable hotel and accommodation rates; visa, appointment and government fees; software licences and subscriptions purchased on your instruction; inspection and testing fees; freight, transport and demurrage charges; customs duties and taxes already paid.