Subscription Refund &
Dispute Policy
Overview
Logistics & Beyond ("the Platform", "we", "us") is a B2B technology marketplace providing software-as-a-service (SaaS) subscriptions to logistics professionals across East Africa. The Platform connects shippers, freight forwarders, transporters, and warehouse operators.
Important: Logistics & Beyond does not sell, ship, or handle any physical goods, and does not process payments between platform users. All freight and logistics payments are settled directly between the relevant parties.
This policy governs two distinct categories of disputes: subscription billing disputes between a subscriber and Logistics & Beyond, and disputes between platform users arising from logistics services arranged through the Platform.
Subscription Refund Policy
What We Charge
Logistics & Beyond charges subscription fees for access to the Platform. Fees are charged in advance on a monthly basis and processed via Paystack. No physical goods are sold and no freight or logistics payments are collected by Logistics & Beyond.
Free Trial
All new accounts receive a 14-day free trial. No charge is made during the trial period. You may cancel at any time during the trial without obligation.
Refund Eligibility
We offer refunds in the following circumstances:
- Billing errors: If you were charged an incorrect amount or charged after a confirmed cancellation, we will issue a full refund of the erroneous charge within 5 business days.
- Platform unavailability: If the Platform experiences unplanned downtime exceeding 72 consecutive hours during your subscription period, you may request a pro-rated credit or refund for the affected period.
- Cancellation within 7 days: If you cancel your paid subscription within 7 days of your first charge and have not actively used the Platform (no orders created, no bids submitted), we will issue a full refund upon request.
Non-Refundable Circumstances
Refunds will not be issued for:
- Cancellation after 7 days of a billing period where the Platform has been accessed and used.
- Failure to use the Platform during a subscription period.
- Dissatisfaction with a third-party logistics service provider arranged through the Platform.
- Disputes between a shipper and a logistics service provider over freight charges, delivery performance, or cargo condition — these are commercial matters between the parties concerned.
How to Request a Refund
Contact our support team at support@logisticsandbeyond.co.ke with the subject line "Refund Request". Include your account email address, subscription plan, and a brief description of the issue. We will respond within 3 business days.
Disputes Between Platform Users
Scope
Where a dispute arises between platform users over a logistics service arranged through the Platform, we provide structured support. Since commercial transactions are settled directly between parties — outside of our platform — our role is that of a neutral record-keeper and mediator.
Our Three-Stage Process
All Platform activity is logged — bid submissions, shipment status updates, document uploads, GPS-verified Proof of Delivery records, and in-platform communications. Either party may request a transaction record export by contacting support. Records are provided within 5 business days subject to identity verification.
Where both parties request it, our operations team reviews the available platform records and issues a written, non-binding determination within 10 business days. This summarises the documented facts and may include a recommended resolution. It does not replace recourse to applicable courts or arbitration bodies.
Where a service provider or shipper is found to have violated our Acceptable Use Policy, submitted fraudulent documents, or acted in bad faith, we may temporarily suspend the account, permanently remove the user from the Platform, or report the matter to relevant industry associations (KIFWA, KTA, TAFFA). Enforcement actions are separate from any commercial dispute between parties.
Chargebacks & Payment Disputes
If you believe a charge from Logistics & Beyond to your card is unauthorised or erroneous, please contact us at support@logisticsandbeyond.co.ke before initiating a chargeback with your bank.
We commit to investigating and resolving legitimate billing disputes within 5 business days. Initiating an unjustified chargeback may result in account suspension.
Limitation of Liability
Logistics & Beyond is a technology platform and intermediary. We are not liable for:
- Loss, damage, or delay of goods arranged through the Platform.
- The performance or conduct of any freight forwarder, transporter, or warehouse operator using the Platform.
- Commercial losses arising from disputes between platform users.
Our liability to any subscriber is limited to the subscription fees paid by that subscriber in the 30 days preceding the claim.
Governing Law
This policy is governed by the laws of Kenya. Any disputes arising from subscription billing that cannot be resolved through our internal process shall be subject to the jurisdiction of the courts of Nairobi, Kenya.
Contact Us
For all refund requests, dispute records, or policy queries, please reach out to our support team:
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