BOOKING & REFUND POLICY
Understand each booking decision.
Your enquiry, accepted quote, payment and confirmed collection are recorded separately by PORTADOR Logistics Private Limited. This policy explains how to request a change, cancellation, refund review or claim. Reviewed 14 October 2026.
BLACK website policy · Reviewed 14 October 2026 · Contracting entity: PORTADOR Logistics Private Limited
Review the plan before confirming.
Check the items, declared value, packing, route, authority to release, property access, receiving window and cost breakdown. Arrival and collection preferences in India use IST. International movements also need the relevant origin and destination timezones. Do not pay to reserve an unsupported route or an airport handover the team has not confirmed.
Changes can affect the quote.
Tell us promptly if readiness, piece count, contents, recipient, property permission, retail release or a relevant flight or occasion changes. The team must reassess any affected route, handling or timing. An edit request does not silently confirm a new arrangement. Keep the latest written proposal and original request or AWB reference so the correct record is updated.
Request cancellation as soon as plans change.
Email black@portadorblack.com with your reference and the requested action. Refund assessment depends on the booking stage and evidenced operational work or committed costs, including any agreed partner deployment or carrier processing. The applicable accepted terms, actual costs, service facts and mandatory law govern the outcome; ask for the written basis of any deduction or repayment.
Get a clear refund decision.
The team should identify what has been paid, what service or costs have been incurred and the basis of any retained amount or repayment. An unsafe item, missing document, carrier refusal or recipient issue needs a factual review; these headings do not waive mandatory consumer rights. Any approved repayment uses the approved PORTADOR payment and accounting process. No guaranteed bank-credit deadline is claimed.
Retail returns and property holding are separate.
For a purchase return, the customer must obtain the retailer’s release/return authority and applicable instructions. BLACK transport does not guarantee the retailer’s product acceptance, exchange or refund. A hotel or accommodation must separately agree any holding; a room booking or delivery request does not provide complimentary storage. Additional movements require an assessed scope and quote.
Report delivery issues with useful evidence.
Keep the packaging, item inventory, booking/quote, proof of value, handover and delivery remarks, and photographs of any visible issue. Report the concern promptly so records and the applicable carrier or insurer process can be reviewed. Do not discard damaged packing before receiving instructions. A submitted claim is not automatic admission or approval.
Liability, insurance and additional movement.
The contractual liability basis is explained in BLACK Terms & Conditions, subject to mandatory law. A declared value is not an insurance policy. Return, storage, reattempt, duty or special-handling costs must be reviewed against the agreed scope and circumstances; no complimentary return or storage entitlement is implied. Contact black@portadorblack.com for a recorded explanation.
Can I change the collection date after sending an enquiry?+
Ask as soon as possible with your reference. The revised time is a preference until the team confirms feasibility and any effect on the quote.
Will every cancellation receive a full refund?+
The booking stage, agreed scope, incurred costs, service facts and mandatory law determine the assessment. Ask for the written basis rather than assuming a fixed outcome.