1. Quote requests
A quote request may be withdrawn at any time without charge. A quote is not a confirmed pickup.
2. Before written acceptance
A pickup request may be canceled without charge before BioRelay sends written route acceptance. No driver or capacity is reserved before acceptance.
3. After acceptance but before dispatch
A confirmed route may be canceled without a cancellation fee before the courier is dispatched, except for non-refundable third-party costs or a reserved-capacity charge expressly disclosed and accepted in writing.
4. After dispatch or attempted pickup
If the courier has been dispatched, arrived at the pickup location or attempted pickup, BioRelay may charge the cancellation or attempted-service amount stated in the written confirmation, plus documented tolls, parking, waiting time, return travel or other direct costs already incurred. The total will not exceed the full confirmed route charge plus separately approved third-party costs.
5. After pickup
After BioRelay takes custody of the shipment, cancellation does not eliminate the confirmed delivery charge. The customer remains responsible for the full route charge and any approved charge required to return, redirect, store or lawfully dispose of the shipment.
6. Incorrect information or unavailable locations
Incorrect addresses, unavailable pickup or delivery personnel, access restrictions, shipment not ready, improper packaging or material route changes may be treated as an attempted service or route modification and may result in disclosed waiting, redelivery, return or cancellation charges.
7. Recurring and dedicated routes
Cancellation rules for recurring, dedicated or contract routes are governed by the signed account agreement or route schedule. That agreement may include minimum notice periods, reserved-capacity charges or early-termination terms.
8. Cancellation by BioRelay
If BioRelay cancels an accepted route before service is performed, BioRelay will refund any prepaid amount for the unperformed service. BioRelay is not responsible for indirect or consequential losses arising from cancellation except where the law does not allow that limitation.
9. Refund timing
Approved refunds will be issued to the original payment method or by another agreed method after review. Processing time may depend on the bank or payment provider. BioRelay will not retain a processing fee unless it was disclosed before payment and is permitted by the payment provider and applicable law.
10. How to cancel
Email info@biorelaycourier.com. For an urgent cancellation of an accepted route, also use the dispatch contact listed in the written confirmation. A cancellation is effective when written notice is received by the designated BioRelay email address or active dispatch contact.