Refund Policy

This policy explains when Assista Customs Brokerage may issue a refund, partial refund, or credit, and when fees may be retained for work already performed. It should be read together with our Payment & Fee Guide, Website Terms, Client Service Disclaimer, and Privacy Notice.

Our general approach

Assista aims to handle client payments fairly, transparently, and consistently.

A payment is not automatically refundable simply because a client later decides not to proceed. Assista fees may cover professional time, document review, preparation, advisory work, coordination, filing activity, and other services performed on the client's behalf.

Cancellation before work begins

If you cancel a service before substantive work has started, the Assista service fee may be eligible for a full or partial refund.

Any third-party costs, payment-processing charges, government fees, or other amounts already incurred on your behalf may be deducted where those amounts cannot reasonably be recovered.

Cancellation after work has begun

Once Assista has started performing the agreed service, fees already earned for work completed are generally not refundable.

This may include work such as:

• reviewing documents or shipment information;
• researching or assessing a customs matter;
• preparing declarations, supporting documents, or submissions;
• providing professional guidance or recommendations;
• communicating or coordinating with Customs, government agencies, carriers, or other relevant parties;
• undertaking clearance or post-clearance activity.

Where a prepaid amount exceeds the value of work already performed, Assista may refund or credit the unused portion, as appropriate.

Completed services

Fees for services that have already been completed are generally non-refundable.

A later change in the client's plans, shipment status, carrier arrangements, Customs assessment, or other circumstances does not ordinarily reverse fees already earned for work properly performed.

Duties, taxes, government fees, and third-party charges

Amounts paid to or on behalf of:

• Bahamas Customs;
• other government agencies;
• carriers or freight providers;
• couriers;
• banks;
• payment processors; or
• other third parties

are separate from Assista's professional service fees.

Refundability of those amounts is governed by the applicable third party, authority, or payment provider. Assista cannot guarantee that a third-party payment can be reversed or refunded.

Where Assista assists with a refund or correction involving a third party, additional professional or administrative work may be required.

Duplicate payments and overpayments

If Assista confirms that you have made a duplicate payment or paid more than the amount properly due, the excess amount will be refunded or credited after the payment has been reconciled.

Assista may first confirm that the original payment has fully cleared and that no related balance remains outstanding.

If Assista cannot proceed with the service

If Assista is unable to provide an agreed service and has not earned the full amount paid, the unearned portion will ordinarily be refunded.

Where some work has already been completed, Assista may retain the portion reasonably attributable to that work and refund the remaining balance.

This may also apply where a matter must be discontinued because Assista is unable to continue providing the service.

Missing documents, information, or client instructions

Some services depend on the client providing accurate information, documents, approvals, instructions, or responses within a reasonable time.

If Assista cannot proceed because required information or cooperation has not been provided:

• fees already earned for work performed remain payable;
• completed work is generally non-refundable; and
• any unused prepaid balance may be reviewed to determine whether a refund or credit is appropriate.

Assista may also close or pause a matter where the information required to proceed remains outstanding.

Changes to your request

If you change the scope of your request after work has begun, Assista may need to revise the quotation or fee.

Amounts already earned under the original scope are not ordinarily refundable simply because the service requirements later change.

Where the revised service costs less than the amount already paid, any unused balance may be applied as a credit or refunded where appropriate.

How approved refunds are paid

Where practical, an approved refund will normally be returned using the original payment method.

If that is not practical or available, Assista may agree another suitable refund method with you.

Refund processing times can vary depending on the bank, payment provider, or other financial institution involved. Once Assista has released a refund, the time required for it to appear in your account may be outside Assista's control.

How to request a refund

To request a refund, contact Assista and provide enough information for us to identify and review the payment.

This may include:

• your name;
• the relevant request, quotation, invoice, or matter reference, if available;
• the amount paid;
• the payment date and method;
• the amount you believe should be refunded; and
• a brief explanation of the reason for the request.

How refund requests are reviewed

Assista will review the request against:

• the service agreed with the client;
• work already performed;
• fees already earned;
• any third-party charges incurred;
• payments already made or committed;
• the applicable quotation, invoice, or engagement terms; and
• any other relevant circumstances.

Where a refund is approved, Assista will confirm the amount and the intended refund method.

Credits instead of refunds

Where appropriate and with the client's agreement, an unused balance may be retained as a credit toward another Assista service instead of being returned immediately.

A credit will not be imposed where a refund is otherwise due and the client reasonably prefers repayment.

Questions about a payment or refund

If you are unsure whether a payment may be refundable, contact Assista before assuming that the full amount will either be retained or returned.

We would rather explain the position clearly than leave you guessing.

This policy may be updated as Assista's services, payment methods, and operating arrangements develop. The version published on AssistaCB.com at the time of your transaction or refund request will apply, subject to any specific terms agreed with you for the relevant service.