Refunds & Claims Policy

What this covers

This policy explains what you get back when a shipment is late, damaged, short or lost, how to claim it, and how long each step takes.

It applies to delivery services invoiced by Apex Path Logistiks. Where your signed service agreement sets out different remedies, that agreement governs and this page describes our default position.

Nothing here limits your rights under the Consumer Protection Act, 2023 (Ontario) if you are a consumer, or under the conditions of carriage prescribed under the Highway Traffic Act.

Late delivery

Where we commit to an arrival window in writing and the shipment arrives outside it for a reason within our control, the service charge for that shipment is credited in full.

Delays caused by weather, road closures, a customs hold, an incorrect or incomplete address, or a consignee who is not available to receive the shipment are outside our control and are not credited. We will tell you which applies and show you the scan record behind it.

Damage, shortage and loss

A shipment damaged or lost in our custody is settled at the declared value, up to the liability limit in your service agreement. Where no value is declared, the statutory limit applies.

The service charge for the affected shipment is credited alongside any settlement.

Keep the packaging and the goods until the claim is resolved. We may need to inspect them, and disposing of them early can prevent a claim being paid.

Cancelling a booking

A booking cancelled before the driver is dispatched is cancelled free of charge.

A booking cancelled after dispatch but before collection is charged at the attempted-collection rate in your quote.

A dedicated run cancelled inside 24 hours of its scheduled departure is charged in full, because the capacity has already been held for you.

Quoting and invoicing errors

If we invoice you at a rate other than the one we quoted in writing, and the quote is still inside its 90-day validity, we will correct the invoice and refund the difference.

If you spot an error on an invoice, tell us within 30 days of the invoice date.

How to claim

Send a claim to claims@apexlogistiks.com or call +1 (437) 430-1521 during Mon-Fri, 7:00-20:00 ET. A claim goes to a named operations contact, not to a general queue.

Include the tracking or reference number, the date, what went wrong, and photographs where something is damaged. For a loss or damage claim, include the declared value and a copy of the commercial invoice for the goods.

Deadlines

Visible damage or a shortage: tell us within 48 hours of delivery, and note it on the proof of delivery at the door if you can.

Concealed damage: within 5 business days of delivery.

Non-delivery or loss: within 30 days of the expected delivery date.

Late delivery credit: within 30 days of delivery.

We may not be able to investigate a claim raised after these deadlines, because the scan record, the photographs and the driver recollection we rely on do not last indefinitely.

How long it takes

We acknowledge a claim within 2 business days.

We investigate with the driver and the hub scan record and give you a decision within 5 business days of acknowledging it. Where a claim needs an inspection or a third party to respond, it can take up to 30 days, and we will tell you if that is the case and why.

A credit is applied to your next invoice. A refund, where no further invoice is due, is paid to the original payment method within 10 business days of the decision.

If you disagree with the outcome

Ask for the decision to be reviewed by writing to info@apexlogistiks.com. A manager who was not involved in the original decision will look at it again and respond within 10 business days.

If you are still not satisfied, nothing in this policy prevents you from taking the matter further, including to the Ontario Small Claims Court.