📄 Insurance & Refund Policy
Your Shipment. Our Responsibility.

At HorizonHaul Logistics, we value the trust you place in us with every shipment. That’s why we offer comprehensive insurance options and a clear refund policy — so you can ship with confidence and peace of mind.

🔐 Shipping Insurance

We offer flexible insurance coverage to protect your shipment against loss, theft, or damage during transit — both locally and internationally.

🛡️ Types of Coverage

Basic Cover (Free):
All shipments come with a complimentary limited liability coverage, which covers up to a set amount based on weight or item category.

Full Value Insurance (Recommended):
For high-value, fragile, or critical goods, we recommend full coverage based on the declared value of the shipment.
This ensures full reimbursement in the event of loss, theft, or damage.

📦 What’s Covered?

✅ Loss of parcel during transit
✅ Theft or hijacking (road freight)
✅ Physical damage due to handling or transport
✅ Fire, flooding, or natural disasters (when applicable)

❌ What’s Not Covered?

⛔ Improper packaging by the sender
⛔ Items restricted or prohibited under customs or international laws
⛔ Delays due to incorrect address or force majeure (e.g. strikes, war, pandemic disruptions)
⛔ Hidden damage to internal contents (unless professionally packed and documented)

📝 How to Insure Your Shipment

Declare your shipment value during booking or at the time of pick-up.

Choose your preferred insurance level (Basic or Full).

Pay the insurance fee (if applicable).

Receive confirmation of coverage in your shipment receipt.

Note: Claims can only be processed if the value is declared upfront and proper documentation (photos, invoice, packaging list) is submitted.

💰 Refund Policy
When Are Refunds Issued?

We offer refunds in the following scenarios:

Service Failure: If your shipment is not delivered within the guaranteed timeframe (excluding delays due to customs, incorrect address, or natural disasters).

Lost Parcel: If a shipment is confirmed as lost or misplaced and insurance was taken.

Cancelled Shipment: If you cancel a prepaid shipment before dispatch or pick-up, and no transport service was rendered.

Duplicate Charges: If a payment was charged more than once in error.

When Are Refunds Not Issued?

Late deliveries caused by incomplete/incorrect shipping info, customs delays, or force majeure

Uninsured or under-declared shipments that were damaged or lost

Claims filed beyond our claims period (see below)

📩 How to File a Claim or Request a Refund
For Insurance Claims:

Contact our support team within 7 calendar days of receiving (or failing to receive) the shipment

Submit the following documents:

Proof of shipping (invoice or waybill)

Proof of item value (receipt/invoice)

Photos of damaged goods and packaging (if applicable)

We’ll investigate the claim and respond within 7–14 business days

For Refunds:

Email us at refunds@horizonhaul.co.za with your waybill or order reference

Indicate the reason for your request

Our team will assess and respond within 3–7 business days

💳 Refund Method

Approved refunds are issued via the original payment method:

Credit/Debit card

EFT (bank transfer)

Store credit (for repeat customers or corporate clients)

Refunds typically reflect within 5–10 working days, depending on your bank.

Need Help?

We’re here to make your shipping experience smooth and secure.

📧 Email: insurance@horizonhaul.co.za | refunds@horizonhaul.co.za
📞 Call: +27 800 428
🌐 Visit: www.horizonhaul.co.za

HorizonHaul Logistics

“Protected. Insured. Delivered with Confidence.”