1. Satisfaction Guarantee

Northern Railway Logistics offers a 100% satisfaction guarantee on all our services. If you're not completely satisfied with the quality of our services, we will work with you to resolve the issue, which may include providing a refund or credit at our discretion.

This guarantee applies to both one-time services and subscription arrangements.

2. Eligibility for Refunds

You may be eligible for a refund in the following circumstances:

• Service Quality Issues: Services that do not meet our quality standards or the specifications agreed upon
• Service Cancellation by Northern Railway: If we cancel a service for any reason other than circumstances beyond our control
• Duplicate Charges: If you were charged multiple times for the same service
• Overbooking: If we are unable to provide a confirmed service due to overbooking
• Customer Cancellation: If you cancel services within the cancellation window specified for the particular service

3. Refund Request Timeframe

To be eligible for a refund, you must notify us of the issue within:

• 7 days of service completion for quality issues
• 30 days of the charge date for billing disputes or duplicate charges
• For service cancellations by the customer, refund eligibility depends on the specific cancellation timeframes outlined in section 6 (for passenger services) and section 7 (for freight services)

Refund requests submitted after these timeframes may be reviewed on a case-by-case basis but are not guaranteed.

4. How to Request a Refund

5. Refund Processing

5.1 Refund Methods

Refunds will typically be processed using the original payment method:

• Credit/debit card payments will be refunded to the same card
• Bank transfers will be refunded to the originating account
• Alternative refund methods may be arranged in special circumstances

5.2 Processing Time

Once approved, refunds will be processed within 7-10 business days. However, the time it takes for the refund to appear in your account depends on your payment provider and may take an additional 3-10 business days.

5.3 Refund Amounts

Refund amounts will be determined based on:

• The amount paid for the service
• The nature of the issue
• The cancellation policy for the specific service
• Whether partial service was provided or used

In some cases, we may offer partial refunds, service credits, or alternative solutions instead of full refunds.

6. Passenger Transportation Services

6.1 Ticket Cancellation Policy

For passenger transportation services, the following cancellation policy applies:

Please note that special ticket types (promotional fares, group tickets, etc.) may have different cancellation terms which will be specified at the time of purchase.

6.2 Ticket Exchanges

As an alternative to refunds, you may exchange your ticket for another service, subject to the following conditions:

• Exchanges must be requested at least 4 hours before the scheduled departure time
• If the new ticket is more expensive, you will need to pay the difference
• If the new ticket is less expensive, the difference will be refunded according to the refund policy above
• An exchange fee of £3 per ticket may apply

6.3 Missed Services

If you miss your scheduled service, you may be eligible for:

• Transfer to the next available service, subject to availability and a change fee
• A partial refund (up to 30% of the ticket price) at our discretion

Please contact our customer service as soon as possible if you have missed your service.

7. Freight and Logistics Services

7.1 Freight Service Cancellation

For freight and logistics services, the following cancellation policy applies:

For specialized or custom logistics solutions, different cancellation terms may apply as specified in your service agreement.

7.2 Service Modifications

Changes to freight and logistics services may be accommodated with the following conditions:

• Requests for modifications must be submitted at least 2 business days before the scheduled service
• Additional charges may apply if the modified service costs more than the original booking
• A modification fee of £20 may apply regardless of the change

7.3 Long-term Contract Cancellations

For long-term freight and logistics contracts:

• Cancellation terms will be as specified in your service contract
• Early termination fees may apply
• Notice periods typically range from 30 to 90 days

8. Service Disruptions and Delays

8.1 Service Cancellations by Northern Railway

If we cancel a service for reasons within our control:

• You will receive a full refund of the service fee
• No administrative or cancellation fees will apply
• Additional compensation may be provided for demonstrable losses directly resulting from the cancellation

8.2 Delays

For significant delays to services:

Delay compensation is subject to verification and does not apply in cases of force majeure.

8.3 Force Majeure

Northern Railway Logistics is not liable for refunds or compensation for services affected by circumstances beyond our reasonable control, including but not limited to:

• Severe weather conditions
• Natural disasters
• Acts of terrorism or war
• Industrial action or strikes
• Government actions or restrictions
• Public health emergencies

In such cases, we will make reasonable efforts to provide alternative arrangements or rescheduling options.

9. Refund Exclusions

Refunds will not be provided in the following circumstances:

• Services that have been fully delivered according to specifications, unless a quality issue is reported within the specified timeframe
• Customer cancellations outside of the cancellation windows specified in sections 6 and 7
• If you have violated our Terms of Service or engaged in fraudulent activity
• For incidental expenses or consequential losses resulting from service issues (unless specifically covered by our compensation policy)
• When service disruptions are caused by circumstances beyond our control (force majeure)
• For services where "no refund" is clearly indicated at the time of purchase

10. Business Account Considerations

For customers with business accounts or service contracts:

• Refund policies may differ from those outlined in this document, as specified in your individual service agreement
• Volume-based discounts or special rates may affect refund calculations
• Credit terms and settlement procedures may influence the processing of refunds
• Dedicated account managers should be your first point of contact for refund requests

Please refer to your service contract or contact your account manager for specific details regarding your business account refund policy.

11. Contact Information

If you have questions about this Refund Policy or need to request a refund, please contact our customer service team:

We aim to respond to all refund inquiries within 2 business days and to process approved refunds promptly as outlined in this policy.