Overview

This policy governs cancellations and refunds for transhipping fees paid to Siam Tranship. Please note that transhipping fees collected by Siam Tranship are separate from any fish purchase payments made to Thai sellers. Disputes about fish purchases must be resolved directly between the buyer and seller.

Cancellation Before Cut-off Date

If you cancel your booking before the published cut-off date for your scheduled shipment, you may be eligible for a partial refund of the transhipping fee, minus any payment processing fees charged by our payment provider (typically 2–4% of the transaction amount).

To request a cancellation, contact us through our Contact page with your booking reference number and reason for cancellation.

Cancellation After Cut-off Date

Once the cut-off date has passed, we begin coordinating with your seller and logistics partners. Cancellations after the cut-off date are generally not accepted, and transhipping fees paid are non-refundable.

In exceptional circumstances (such as serious illness with documentation, or death in the family), we may review requests on a case-by-case basis. We are not obligated to approve such requests.

Seller Fails to Send Fish

If your Thai seller fails to send the fish by the cut-off date, you may be eligible for one of the following options:

• Transfer of your booking to the next available shipment at no additional charge
• A credit toward a future booking
• Partial refund at Siam Tranship's discretion

In this case, any refund or resolution applies only to the transhipping fee. Siam Tranship is not responsible for refunding the fish purchase price or for the seller's failure to fulfill the sale.

Buyer Errors

No refund will be issued in the following circumstances where the buyer is at fault:

• Incorrect delivery address: If the buyer provides an incorrect address and the shipment cannot be delivered, no refund is issued.
• Missed delivery: If the buyer is not present to receive the shipment and it is returned or deteriorates, no refund is issued.
• Late airport pickup: If the buyer fails to collect the shipment within the required time window at airport pickup, no refund is issued.

Delays Beyond Our Control

Shipments may be delayed by airline schedule changes, customs inspection, weather, carrier issues, or other circumstances outside Siam Tranship's control. These delays do not automatically entitle the buyer to a refund of the transhipping fee.

If Siam Tranship determines that a delay was caused by our own error or operational failure, we will assess the situation and offer appropriate compensation or resolution at our discretion.

Rescheduling

Buyers who wish to change their shipment date may request a reschedule before the original cut-off date. Rescheduling is subject to availability on the requested date. A rescheduling fee may apply.

Reschedules requested after the cut-off date are not guaranteed and may require a new booking.

Flowerhorn Custom Orders

Flowerhorn shipments booked under custom quotations may have separate cancellation terms specified at the time of booking confirmation. Please review any custom terms provided before making payment for flowerhorn shipments.

Payment Processing Fees

Payment processing fees charged by our payment provider (Stripe, PayPal, or other) are non-refundable regardless of the reason for cancellation. These fees are deducted from any eligible refund amounts before processing.

Contact for Cancellation Requests

To request a cancellation or refund, please contact us through our Contact page with your booking reference and full name. Include the reason for your request. We will respond within 2 business days.