Quality Dispute, Cargo Claims & Refund Policy

HALBEX applies a verify-before-release standard: goods are inspected and documented before shipment, and buyer funds remain in escrow until verified milestones are met. This policy sets out how quality disputes and cargo claims are investigated and how refunds are scheduled.

• Evidence-based resolution — every dispute is decided on documented evidence, not assertion.
• Time-bound — each stage has a defined review window and service level.
• Escrow-protected — only the verified disputed amount is held in escrow until resolution; the undisputed balance is released to the seller immediately.

Before shipment, goods may be subject to pre-shipment inspection (PSI) by an independent inspection agency. Where the order requires it, a NABL-accredited Certificate of Analysis (CoA) and, for plant products, a phytosanitary certificate are obtained and uploaded to the trade vault before the goods leave the origin.

• PSI verifies quantity, packing, labelling and quality against the order specification.
• NABL CoA provides laboratory-verified quality parameters for the shipped lot.
• Phytosanitary certification confirms compliance with the destination's plant-health requirements.

After HALBEX completes document verification, the Buyer has an 8-hour review window to raise a quality or document objection before the next escrow milestone releases. The window begins when the verification result is posted to the Buyer's portal.

If goods arrive damaged at the destination port, the Buyer must follow the port damage survey protocol so the claim is documented before cargo is moved or cleared.

1. Photograph the damage and note the container and seal numbers before breaking the seal.
2. Raise a cargo claim in the buyer portal within the carrier's notice period (typically within 3 days of discharge).
3. Request a joint survey or an independent marine surveyor before the goods leave the terminal.
4. Upload the survey report, delivery order and photographs to the trade vault.

A quality dispute is filed from the order or shipment surface and must state the discrepancy against the order specification and attach supporting evidence (photographs, CoA, survey report). HALBEX acknowledges the dispute and opens a Four-Eyes review within one working day.

Cargo claims cover shortage, damage or loss in transit. HALBEX coordinates with the carrier, the insurer and the logistics partner to determine liability and to recover under the applicable bill of lading and insurance policy. Escrow release for the affected amount is held while the claim is being determined.

Disputed escrow amounts are resolved through Four-Eyes mediation: two independent HALBEX reviewers examine the evidence separately and must agree a recommendation before funds are released. The parties receive the recommendation with the supporting reasoning and may escalate under the Master Terms of Service if unresolved.

HALBEX protects sellers against abusive, frivolous or unsubstantiated claims through binding safeguards, and enforces strict cross-border fraud penalties against fraudulent, fabricated or bad-faith claims. These operate alongside the buyer protections above so that every claim is evidence-led and no seller is penalised without verifiable proof.

1. Safeguard 1 — Mandatory cargo-claim evidence. All cargo claims require container seal photographs taken before the seal is broken, a Joint Cargo Damage Survey / Carrier Exception Slip, and, for quality claims, an accredited third-party laboratory report. Claims raised without this evidence are not progressed.
2. Safeguard 2 — Origin quality baseline. The pre-shipment NABL-accredited CoA, Phytosanitary, and APEDA inspection certificates verified prior to vessel loading establish the legally binding quality baseline at loading. Any post-arrival quality claim must prove verifiable deviation from this origin baseline.
3. Safeguard 3 — Proportional escrow freeze. Only the verified disputed percentage/amount is frozen in escrow. The undisputed portion of the shipment is immediately released to the seller.
4. Safeguard 4 — Marine Cargo Insurance under CIF. For CIF/CIP shipments, quality risk passes at Port of Loading. Sea-transit cargo damages caused by rough weather or water ingress are covered under Marine Cargo Insurance (Institute Cargo Clauses A) and will not penalize the seller.
5. Safeguard 5 — Anti-frivolous dispute penalties. Buyers who raise frivolous, bad-faith or unsubstantiated disputes face a Trade Confidence Score deduction, permanent loss of the escrow facility, and corporate KYB blacklisting under HALBEX Governance Rules.
6. Safeguard 6 — 100% surveyor & port demurrage cost liability. All cargo claims are subject to independent accredited survey (SGS/Bureau Veritas). In the event of a fraudulent, fabricated, or bad-faith claim, the Buyer is fully liable for 100% of all surveyor fees, laboratory re-testing costs, port demurrage, and administrative overhead.
7. Safeguard 7 — Liquidated compensatory damages. The Buyer shall be subject to liquidated administrative and compensatory damages reflecting actual losses suffered by the seller and platform.
8. Safeguard 8 — Indian Embassy Commercial Wing escalation. Fraudulent defaults and bad-faith repudiations are formally reported to the Commercial & Trade Wing of the Embassy of India in the buyer's destination country and the relevant local Chamber of Commerce.
9. Safeguard 9 — DGFT & Export Promotion Councils alert registry. Defaulting corporate entities and their directors will be formally registered on the Trade Dispute & Defaulter Alert Registry of the Directorate General of Foreign Trade (DGFT), FIEO, APEDA, and the Spices Board of India, preventing all future sourcing from Indian exporters.
10. Safeguard 10 — Permanent global blacklisting & international arbitration. Immediate permanent blacklisting of corporate KYB across the HALBEX network and referral to binding International Commercial Arbitration (SIAC / MCIA).

• Loss caused by the Buyer's failure to follow the port damage survey protocol.
• Perishable-quality deterioration caused by delay after the Buyer takes delivery.
• Force-majeure events outside HALBEX's control, to the extent excluded by the Master Terms of Service.

Disputes and claims are raised from the buyer portal (orders, shipments and trust surfaces). Questions about this policy may be directed to legal@halbex.com.