OSEAS REFUND AND CANCELLATION POLICY – SHIPPERS

Update on 8 October 2026

Issued by: OSEAS, a business registered in South Australia (“OSEAS”, “we”, “us”, “our”)

Version 1.0 (Read Only)

 

INTRODUCTION

This Refund and Cancellation Policy (“Policy”) applies to shippers (“Shippers”, “you”, “your”) who access or use the OSEAS Website/Platform (“Platform”) operated by OSEAS (“OSEAS”, “we”, “us”, “our”).

This Policy forms part of, and must be read together with, the OSEAS Website/Platform Terms and Conditions  (“Platform Terms”), the OSEAS Shipper Agreement , and the OSEAS Shipper Privacy Policy (together, the “Platform Documents”) to the extent where applicable. In the event of any inconsistency between this Policy and the Platform Terms, the Platform Terms prevail to the extent of the inconsistency.

1.PLATFORM ROLE

1.1 OSEAS operates as a technology and facilitation platform only. OSEAS is not a carrier and does not provide transport services.

1.2 Refunds under this Policy relate only to fees paid to OSEAS, not freight charges payable to carriers, unless otherwise stated.

1.3 By accessing or using the Platform, or by ticking the acceptance box during onboarding, the Shipper acknowledges that they have read, understood, and agree to be bound by this Policy. If the Shipper does not agree to this Policy, they must not access or use the Platform

1.4 OSEAS operates as an intermediary marketplace connecting Shippers with Carriers for freight and logistics services. OSEAS is not a party to any Freight Contract formed between a Shipper and a Carrier through the Platform. This Policy applies solely to refunds of the Platform Fee charged by OSEAS to Shippers. It does not apply to, and OSEAS accepts no liability in respect of, any amounts paid by a Shipper directly to a Carrier under a Freight Contract, or any loss or damage arising from a Carrier’s performance or non-performance of freight services

1.5 Nothing in this Policy excludes, restricts, or modifies any right or remedy that a Shipper may have under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) (“ACL”) or any other applicable law that cannot lawfully be excluded. Where the ACL applies, OSEAS’s liability is limited to the extent permitted by section 64A of the ACL. Our services come with guarantees that cannot be excluded under the Australian Consumer Law

1.6 Capitalised terms used but not defined in this Policy have the meanings given to them in the OSEAS Website/Platform Terms and Conditions of Use or the OSEAS Shipper Agreement, as applicable. In the event of any conflict between defined terms across those documents, the definition in the OSEAS Website/Platform Terms and Conditions of Use prevails.

2. SHIPPER FEES

2.1 When a Shipper accepts a carrier’s quote or offer for a Load through the OSEAS website/platform, the Shipper must pay OSEAS a platform booking fee equal to 2.5% of the accepted quote or offer.

2.2 The platform booking fee is payable before the carrier transports the Load.

2.3 Freight charges are payable to the carrier through the platform by Stripe. Freight charges are subject to the carrier’s applicable cancellation and refund terms.

2.4 OSEAS acts as a technology and facilitation platform only. Unless OSEAS expressly agrees otherwise in writing, it is not responsible for collecting, holding or refunding freight charges owed to or paid to a carrier.

3. PLATFORM FEE REFUNDS

3.1 Subject to clause 3.2, the OSEAS platform booking fee is non-refundable after the Shipper has accepted a carrier’s quote or offer and paid the platform booking fee.

3.2 OSEAS will refund the platform booking fee where:

(a) a refund is required under the Australian Consumer Law;

(b) the booking is cancelled before the carrier has commenced transport of the Load, and OSEAS determines, acting reasonably, that a refund is appropriate under the circumstances; the carrier

(c) cancels the accepted booking before commencing transport of the Load, unless the cancellation resulted from the Shipper’s breach of the Shipper Terms, inaccurate or incomplete booking information, or failure to make the Load available as agreed; or

(d) the Load cannot proceed due to a verified platform error attributable to OSEAS.

3.3 A refund under clause 3.2 may be a full or partial refund, depending on the circumstances, including whether OSEAS has incurred third-party payment processing charges or has already provided platform services in connection with the booking. This clause does not limit any remedy that cannot lawfully be excluded under the Australian Consumer Law.

4. FREIGHT CHARGE REFUNDS

4.1 Freight charges are payable to the carrier through the platform by Stripe and any refunds of freight charges are governed by the carrier’s applicable cancellation and refund terms.

4.2 OSEAS is not responsible for carrier refund decisions. Where a shipment is cancelled or disputed, OSEAS may facilitate communication or payment flow between the Shipper and the carrier but is not responsible for the carrier’s refund obligations.

5.CANCELLATIONS AND NO-SHOWS

5.1 Subject to clause 3 and any rights available under the Australian Consumer Law, no platform booking fee refund applies where a shipment is cancelled, delayed or disrupted because of:

(a) incorrect or incomplete information provided by the Shipper;

(b) the Shipper’s failure to have the Load ready and available for collection at the agreed time and location;

(c) the Shipper’s breach of the Shipper Terms or the applicable booking conditions; or

(d) circumstances outside OSEAS’s reasonable control after OSEAS has provided the platform services connected with the booking.

5.2 Freight-charge refunds are governed by the carrier’s applicable cancellation and refund terms. OSEAS may facilitate communication or payment flow between the Shipper and carrier but is not responsible for the carrier’s refund obligations.

6. PRO-RATA REFUND FOR PLATFORM FAILURE

6.1 If a failure, outage, or material technical issue with the Platform prevents the Shipper from accessing or using a paid Platform service for a material period of time, the Shipper may be entitled to a pro-rata refund for the affected period during which the service was unavailable, subject to the terms of this Refund and Cancellation Policy.

6.2 Any pro-rata refund will be calculated based on the portion of the applicable subscription or service fee attributable to the period during which the Platform was materially unavailable due to a Platform system failure. The refund amount may be reduced by any applicable administrative fees, payment processing fees, transaction fees, third-party charges, or other non-refundable costs actually incurred in connection with the original transaction or processing of the refund, to the extent permitted by applicable law.

7. AUSTRALIAN CONSUMER LAW

7.1 Nothing in this Policy excludes, restricts, or modifies any rights or remedies available to Shippers under the Australian Consumer Law.

7.2 Where the Australian Consumer Law applies, OSEAS will provide remedies in accordance with its obligations under that law, including refunds, replacements or re-supply of services where required.

8. CHARGEBACKS AND PAYMENT DISPUTES

8.1 Shipper must not initiate chargebacks or payment disputes without first contacting OSEAS and allowing OSEAS a reasonable opportunity to resolve the matter.

8.2 Unauthorised chargebacks may result in account suspension, recovery action, or permanent removal from the platform.

9. REFUND REQUESTS

9.1 Refund requests must be:

(a) submitted in writing to OSEAS;

(b) lodged within 30 days of the relevant event; and

(c) supported by reasonable evidence.

9.2 OSEAS will assess requests within 10 business days of receipt and notify you of the outcome in writing.

9.3 The 30-day timeframe in clause 9.1(b) does not limit any right to a refund that cannot lawfully be excluded or restricted under the Australian Consumer Law.

10. POLICY UPDATES

10.1 We will provide reasonable notice of material changes to this Refund and Cancellation Policy by publishing the updated version on the OSEAS Website/Platform and, where practicable, notifying you by email at least 14 days before the change takes effect. Where required, you will be given the option to review and re-accept the updated Refund and Cancellation Policy before they become effective

10.2 Continued use of the OSEAS Website/Platform after an updated Policy is published constitutes acceptance of the updated terms.

11. ACCEPTANCE OF THIS POLICY

11.1 using the OSEAS platform to accept a carrier’s quote or offer, the Shipper must acknowledge that they have read, understood and agreed to this Refund and Cancellation Policy and the Website/Platform

11.2 OSEAS may obtain the Shipper’s acknowledgement electronically, including by requiring the Shipper to select an acceptance checkbox, click an “I agree” button, or otherwise confirm acceptance through the OSEAS Website/Platform.

11.3 The Shipper acknowledges that an electronic acceptance under clause 9.2 is intended to have the same legal effect as a handwritten signature, to the extent permitted by law.

11.4 OSEAS may, where it considers appropriate, request that the Shipper sign or acknowledge this Refund and Cancellation Policy manually, including by signing a paper or electronic copy of this Policy.

11.5 OSEAS will keep records of the Shipper’s acceptance, including the Shipper’s name, account details, date and time of acceptance, method of acceptance, IP address or device details, and the version Refund Policy

11.6 If there is any inconsistency between this Refund and Cancellation Policy and a written agreement signed by OSEAS and the Shipper, the written agreement prevails to the extent of that inconsistency.

ACKNOWLEDGEMENT

By accepting this Policy electronically or manually, the Shipper confirms they have read, understood and agreed to the OSEAS Shipper Refund and Cancellation Policy.

Electronic acknowledgement (default):

☐ I confirm that I have read and understood the OSEAS Shipper Refund Policy and acknowledge that OSEAS platform fees are charged and dealt with in accordance with this Policy and the Terms and Conditions .