Refunds, Returns & Cancellations Policy

Effective Date: 10 September 2025
Company Name: Continua Logistics (a trading name of Quantum Initiative)
Registered Address: 128 City Road, London, United Kingdom, EC1V 2NX
Contact Email: askme@continualogistics.com

1. Introduction

This policy outlines the circumstances under which refunds, returns, and cancellations may be granted for logistics services provided by Continua Logistics. By booking our services, you agree to this policy.

2. Service Cancellations

  • Before Dispatch: You may cancel a booking up to 24 hours before the scheduled collection time for a full refund.

  • After Dispatch: If goods have already been collected or are in transit, cancellations cannot be made.

  • Failed Collection: If our driver attends the collection address but is unable to collect due to incorrect details, improper packaging, or absence of sender, a cancellation fee may apply.

3. Refunds

Refunds will be issued only in the following cases:

  1. Service not provided due to our fault (e.g., missed collection without notice).

  2. Overpayment or duplicate payment for the same booking.

  3. Approved cancellation within the permitted timeframe.

Refunds are not available for delays or disruptions caused by:

  • Incorrect or incomplete customer information.

  • Force majeure events (e.g., severe weather, strikes, customs delays).

  • Prohibited or improperly packaged goods.

Refunds are processed to the original payment method within 7–14 business days of approval.

4. Returns

  • Once goods are in transit, they cannot be “returned” in the traditional sense.

  • If delivery cannot be completed, we may (at your request and cost) arrange to return the goods to the sender or redirect them.

  • Additional charges may apply for return logistics.

5. Changes to Bookings

  • Changes to collection or delivery details must be requested at least 12 hours before the scheduled collection time.

  • We will do our best to accommodate changes, but additional fees may apply.

6. Claims for Lost or Damaged Goods

  • Claims for lost or damaged goods are handled under our Terms & Conditions of Carriage.

  • Refunds in such cases will be limited to our liability terms unless you have arranged additional Goods in Transit Insurance.

7. Contact Us

To request a cancellation, refund, or discuss an issue with your booking, please contact us:

Continua Logistics (Quantum Initiative)
128 City Road, London, United Kingdom, EC1V 2NX
Email: askme@continualogistics.com

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