Refund Policy
Understand our refund terms before transacting. Due to the nature of international vehicle imports, most costs are non-refundable once incurred.
01General Principle
All payments made to Vehport are non-refundable once the associated service has commenced. The nature of international vehicle imports involves irreversible costs incurred on your behalf (auction fees, shipping bookings, export documentation, port charges) from the moment a service begins.
02Non-Refundable Situations
No refunds will be issued in the following circumstances:
- →Change of mind — Once you have instructed Vehport to bid or purchase on your behalf, you cannot withdraw
- →Auction losses — Bidding fees and deposits are non-refundable regardless of whether you win the auction
- →Vehicle condition dissatisfaction — Auction vehicles are sold as-is; condition disappointment is not grounds for refund
- →Delays by third parties — Delays caused by shipping lines, port congestion, NCS, or clearing agents are outside Vehport's control and do not entitle you to refunds
- →Import restriction failures — If a vehicle is rejected at port due to age, condition, or regulatory non-compliance that was disclosed or discoverable, no refund is applicable to shipping or clearing costs already incurred
- →Currency fluctuation — Changes in exchange rates between invoice date and payment date are not grounds for refund
03Eligible Refund Situations
A full or partial refund may be considered where:
- →Vehport fails to deliver an agreed service — e.g., we are unable to source a vehicle after accepting a deposit for sourcing
- →A transaction cannot be completed due to an internal Vehport error — e.g., a bid is placed on the wrong vehicle due to our error
- →Duplicate payment — A technical error results in a double charge; the duplicate amount will be refunded within 5 business days
- →Vehicle not yet processed — If you cancel before Vehport has taken any action on a service milestone, and no costs have been incurred, a full refund of that milestone payment may be considered
Refund requests must be submitted in writing to finance@vehport.com within 7 days of the triggering event, with full transaction details.
04Partial Refunds
Where a partial refund is approved, the refund amount will be calculated after deducting all costs already incurred on your behalf:
- →Vehport service and administration fees for work performed
- →Auction house buyer's fees and transaction charges already paid
- →Shipping booking cancellation fees
- →Documentation and export processing costs
- →Any storage or port handling charges already levied
Approved refunds will be processed to your original payment method within 10–15 business days.
05Vehicle Recovery & Sale
In cases where Vehport exercises its right to sell a vehicle to recover costs (as described in the Terms of Service, Section 5), the following applies:
- →The customer will be given 14 days written notice before any sale
- →Vehport will deduct all costs incurred (shipping, clearing, storage, demurrage, administrative fees, legal costs if applicable) from the sale proceeds
- →Any surplus after cost recovery will be remitted to the customer within 14 business days of the sale
- →If the sale proceeds are insufficient to cover all costs, the customer remains liable for the outstanding balance
06How to Request a Refund
To submit a refund request:
- →Email finance@vehport.com with subject line: "Refund Request – [Your Full Name] – [Transaction Reference]"
- →Include: your account email, transaction reference, amount paid, date of payment, and a clear explanation of the reason for the request
- →Attach any supporting documentation (invoice, receipt, evidence of Vehport failure if applicable)
- →Our team will acknowledge your request within 2 business days and provide a decision within 10 business days