Refund, Cancellation & Rescheduling Policy
Corporate & Institutional Customers | Republic of Ghana | Luminex Logistics Ltd.
Balancing Operational Flexibility with Logistics Readiness
This policy establishes the rules applicable when a corporate or institutional Customer cancels, modifies, reschedules, or requests a refund for a Luminex Logistics service. Where a negotiated institutional contract contains different terms, the negotiated contract will prevail.
1. Our Approach
Luminex understands that institutional logistics requirements can change quickly. A bank may need an urgent document delivered to another branch. A law firm may need a confidential file redirected. A hospital may need a document delivered to a different authorized recipient. A company may need dozens of scheduled deliveries moved because of an operational change.
Our policy therefore aims to balance customer flexibility with the real operational costs incurred when a delivery has already been assigned, collected, or dispatched. We do not believe customers should be charged unnecessarily for changes that can reasonably be accommodated.
At the same time, once a courier, vehicle, technology resource, or operational team has been committed to a shipment, Luminex may have already incurred costs that cannot be recovered.
2. Cancellation Stages & Terms
Cancellation Before Courier Assignment
Full refund or account credit, less any non-refundable third-party charges expressly disclosed at booking. For invoice customers, the cancelled transaction is simply removed from the invoice.
Cancellation After Courier Assignment
Where cancellation occurs after assignment but before pickup, a cancellation fee of up to 25% of the delivery charge applies. This may be waived if the courier is reallocated without operational loss.
Cancellation After Pickup
Once collected, delivery has entered execution. Does not qualify for full refund. Customers may choose return to sender, redirection, or rescheduling. Charges apply for transportation undertaken.
Cancellation After Dispatch
Treated as return, redirection, or rescheduling. Customer is responsible for costs incurred, return transportation, additional mileage, waiting time, and any special handling.
3. Failed Delivery & Recipient Unavailability
If delivery cannot be completed because the recipient is unavailable, refuses delivery, cannot complete required verification, cannot be located, provides an invalid authorization, or is otherwise unable to accept the document, Luminex will notify the Customer or follow agreed delivery instructions.
The Customer may select:
- Rescheduling to a confirmed time window;
- Delivery to an authorized alternative recipient;
- Return to sender; or
- Another mutually agreed solution.
4. Rescheduling Terms
Corporate and institutional Customers may request changes to delivery dates or windows:
- Before Courier Assignment: Luminex makes reasonable efforts to reschedule with zero fees.
- After Courier Assignment: Rescheduling charges may apply if additional operational costs are incurred.
- After Collection: Treated as a new delivery instruction with applicable transportation or handling charges.
Rescheduling Due to Luminex
If an operational failure on our part prevents delivery within the agreed window, Luminex will notify the customer, prioritize the shipment, reschedule at no additional charge, and apply SLA service credits where applicable.
Events Outside Our Control (Force Majeure)
Where affected by severe weather, flooding, traffic disruption, civil unrest, or telecom outages, Luminex will reschedule as soon as practicable. Additional charges will not apply unless substantial extra costs are incurred and agreed upon.
5. Refunds for Failed or Undelivered Shipments
Luminex-Caused Failure: Where Luminex cannot complete delivery due to our own operational failure, the customer is entitled to a full or partial refund, replacement delivery at no charge, account credit, or applicable SLA credit.
Customer-Caused Failure: A refund will generally not be available where failure results from incorrect address details, recipient unavailability, failure to provide required ID or authorization, late cancellation after execution has begun, or improperly prepared items.
Duplicate / Erroneous Bookings: Where accidental duplicate bookings are promptly reported before execution, Luminex will cancel duplicates without penalty. If executed, standard service charges apply.
6. Refund Processing & Review Period
Approved refunds are credited through the original payment method or applied against the customer’s future invoice balance. Applicable service fees may be deducted prior to settlement.
• Acknowledgment: Within 1 business day of receipt.
• Review Completion: Within 3–5 business days, subject to the complexity of the matter.
To lodge a request, submit your Customer Name, Account/Reference CSN, Booking Date, and Reason to our Customer Relations Office.
7. Sensitive Documents & Institutional Contract Exceptions
Because Luminex handles sensitive legal, financial, and governmental documents, cancellations and redirection requests require additional identity verification. Redirections will be refused if authorization cannot be verified, protecting clients from unauthorized interception.
Enterprise and institutional clients with dedicated framework contracts enjoy customized terms, including volume cancellation allowances, dedicated capacity, and custom escalation procedures.
8. Customer Relations Office Contact
To initiate a refund, rescheduling, or cancellation request, contact our Customer Relations desk directly:
Desk: Luminex Logistics Clients Relation Office
Telephone / WhatsApp: +233 59 646 4461
Email: luminexlogisticsltd@gmail.com
Address: H302 Sowah Larbi Ave, Accra, Ghana