Refund & Claims Policy
Effective Date: September 12, 2026
Website: www.vigopex.com
This Refund & Claims Policy governs refund eligibility, shipment claims, payment disputes, and liability limitations for services provided by Vigopex LLC (“Vigopex,” “we,” “our,” or “us”). By using Vigopex services, customers agree to comply with this Policy and all applicable Terms & Conditions.
Refund requests are reviewed on a case-by-case basis and remain subject to Vigopex approval. Submission of a refund request does not guarantee approval or reimbursement.
Shipping fees, cargo handling fees, customs-related fees, storage charges, processing fees, and operational costs become non-refundable once shipment processing, cargo preparation, transport scheduling, customs handling, or shipment departure has begun.
Vigopex shall not issue refunds for customs inspections, regulatory holds, government actions, taxes, duties, seizures, port congestion, transportation interruptions, or delays outside Vigopex’s control.
Customers are solely responsible for providing accurate names, addresses, phone numbers, shipment declarations, and recipient information. Vigopex shall not be liable for delays, losses, or failed deliveries caused by inaccurate or incomplete customer-provided information.
Storage fees, late pickup charges, abandoned shipment charges, and disposal-related costs are non-refundable. Customers remain responsible for all unpaid balances associated with unclaimed shipments.
Customers must inspect shipments promptly upon pickup or delivery. Visible damage claims must be reported within 15 calendar days and supported with photographs, receipts, and supporting documentation.
Claims for lost shipments must be submitted in writing within 15 calendar days following the estimated delivery or pickup date. Vigopex may request invoices, receipts, proof of value, photographs, and additional supporting documentation during claim investigations. Failing to provide requested additional supportive documents may result in claim denial.
For document forwarding services, Vigopex’s maximum liability shall be limited strictly to the transportation fee paid by the customer. Vigopex shall not be liable for missed deadlines, immigration consequences, business losses, academic consequences, legal impacts, or indirect damages related to document shipments.
Vigopex is a transportation and logistics provider and does not sell, provide, or act as an agent or broker for shipment insurance.
Customers must accurately declare the actual value of merchandise tendered to Vigopex. Unless a higher value is declared for carriage and the applicable declared value charge is paid, Vigopex’s maximum liability for an eligible shipment is limited to the lesser of the customer’s documented actual loss, the actual value of the affected merchandise, or $100 USD per shipment.
Customers may declare a value for carriage greater than $100 USD and up to $500 USD by paying an additional declared value charge of $6.00 USD per shipment. When accepted by Vigopex, the declared value increases only Vigopex’s maximum potential liability for the shipment. It does not constitute insurance or guarantee payment of the declared amount in the event of a claim.
Vigopex’s liability shall in no event exceed the lesser of: (i) the documented actual loss or damage; (ii) the actual repair, replacement, or depreciated value of the affected merchandise, as applicable; or (iii) the value declared for carriage.
Declared values exceeding $500 USD require Vigopex’s prior written approval and may be subject to additional charges, conditions, or limitations. Acceptance of a shipment showing a value greater than $500 USD does not, by itself, constitute acceptance of a higher liability limit.
Customers remain responsible for providing satisfactory proof of ownership and value, including purchase receipts, commercial invoices, proof of payment, or other documentation requested by Vigopex during the claim review process.
Declared value for carriage establishes the maximum potential liability assumed by Vigopex and is not insurance. Declaring a value does not establish the amount of a claim and does not create an automatic right to reimbursement.
Any payment by Vigopex for loss or damage remains subject to the customer’s compliance with this Policy, Vigopex’s Terms & Conditions, applicable exclusions and claim procedures, and satisfactory proof of actual loss or damage.
Vigopex shall not be liable for an amount greater than the customer’s substantiated actual loss, regardless of the amount declared for carriage.
Customers agree not to initiate fraudulent or abusive payment disputes, reversals, or chargebacks for services properly rendered. Fraudulent chargebacks may result in account suspension, collections activity, legal action, and denial of future services.
All claims must be submitted in writing through Vigopex customer service channels and include all requested supporting documentation. Incomplete claims may be delayed or denied. Claims may be submitted via email to contact@vigopex.com with the subject line “Claim Request – [Customer Account Number].”
Approved refunds, when applicable, will be processed within the following timeframes:
Vigopex reserves the right to modify or update this Refund & Claims Policy at any time without prior notice. Continued use of Vigopex services constitutes acceptance of any revised Policy.
Vigopex LLC
Website: www.vigopex.com
Email: contact@vigopex.com
US Phone: (786) 491-5025
Haiti Phone: +509 3881 9248
US Business Address: 2692 N University Drive, Suite 9, Sunrise, FL 33322
Haiti Business Address: # 7 Rue A. Martial Impasse Carla, Delmas 33 Haiti. (Zone parc Parc Antoine Izmery)
Business Hours: Monday to Friday, 9:30 AM – 5:00 PM (ET)