Service guarantee and claims

What we commit to, what we cannot promise, what the all-in price covers, and how liability, compensation and claims work if cargo is lost or damaged.

Last updated: 5 August 2026

01What we commit to

Each point below can go into the service agreement. You can ask for it in writing before you sign.

One all-in price, no extra charges: inspection, port charges, standard storage and cargo insurance are included. The quote is the final bill.
Proper payments: we receive money only into the company's business bank account, never a personal account.
Exceptions agreed in advance: only costs caused by the customer, such as an inaccurate declaration or delays caused by the consignee, are charged separately, and the contract states how they are calculated.
Compliance checked first: before booking, we check whether your goods need a mandatory certificate in the destination country. If documents are missing we tell you plainly that the goods cannot ship. We never take payment and then leave the cargo stuck at the port.
Status updates without chasing: we notify you at every key step — warehouse receipt, container loading, departure, arrival, customs release and delivery.
Liability in writing: liability limits, how compensation is calculated and the deadlines are written into the service agreement. No verbal promises.

02What we cannot promise

These depend on carriers, customs or conditions outside our control, so we cannot guarantee them:

An exact delivery date. Transit time depends on the actual sailing, transshipment, port queues and clearance. We give a range based on experience and the sailing confirmed at booking.
That cargo will never be inspected. Inspection is routine customs work and customs decide. What we can do is have complete documents, attend the inspection and keep you informed.
That a container will never be rolled to a later ship in peak season. Shipping lines decide this. We book early, secure space where needed and arrange the next available sailing straight away.
That any cargo can be cleared. Goods without the required certificates, or declared inaccurately, cannot clear legally. We do not accept them.
A fixed number of clearance days. It depends on how complete the documents are, whether the goods are selected for inspection and how busy the port is at the time.

03What the all-in price covers (Nigeria door-to-door, duties included)

"All-in" means the total on the quote is the amount you pay. We do not quote low and then add charges one by one. For our Nigeria door-to-door service, clearance at both ends and duties included, the scope is:

Included: pickup in China, export customs, international freight, import clearance, customs inspection and port charges, import duties and VAT, cargo insurance and local delivery at destination. No other charges.
Charged separately: extra duties and fines caused by a declaration that does not match the goods, port storage and demurrage caused by the consignee, and certification you ask us to handle separately.
No price increase when: the product names, quantities, weight and volume you give us match the actual goods. In normal operations we do not raise the price midway.
The price may change when: the goods differ from what was declared (overweight, oversized, wrong product name), or you change the destination or delivery method. We tell you the difference first and only proceed after you confirm.
Exchange rates and policy: if the destination country officially changes its duty rates or exchange rate, we settle at the new official figures and show you the official source.
Morocco route: clearance at both ends and delivery to your door. Import duties and VAT are not included and are paid at the official amount.

04Compensation for loss or damage, and deadlines

We do not promise to pay first, unconditionally. International freight involves carriers and insurers, so an unconditional advance payment is not realistic. What we do promise is a clear process for deciding liability, with fixed deadlines.

Liability decision: after receiving your complete claim documents, we give you a written decision within the period set in the service agreement.
Payment: once liability is clear and the amount agreed, we pay within the period set in the service agreement.
If we made the mistake: we pay you directly under the agreed terms. You do not have to claim from the carrier first.
If the carrier is liable: we file the claim on your behalf, follow it up and keep you updated. The amount follows the carrier's or insurer's assessment.
If the cause is on the customer's side: we show you the evidence, and the related costs are borne by the customer.
Carrier liability limits: these follow the freight contract and bill of lading, are usually capped by weight and may be below the real value of the goods. Cargo insurance covers the value you declare — see "Cargo insurance" below.

05Who is responsible for what

We are a freight forwarder, not a carrier. We do not own ships or aircraft; sea and air freight are carried by shipping lines and airlines. What we do ourselves is export customs, import clearance, warehousing, consolidation and delivery. That sets the boundaries below.

International shipping involves many parties, so responsibility depends on the stage. The general rules are below; the service agreement prevails:

Our operational error: losses from booking mistakes, document errors or improper handling in our warehouse are covered by us under the agreed terms.
Carrier liability: loss or damage at sea or in the air, or a ship or flight accident, is claimed from the carrier under the freight contract and bill of lading. We help you with the claim.
Customer's side: inspections, fines, port delays, returns or confiscation caused by an inaccurate declaration, missing documents, poor packaging or illegal goods are at the customer's cost.
Force majeure and government action: war, strikes, natural disasters, epidemic controls, sudden policy changes in the destination country and lawful customs measures are shared as the agreement sets out, and are not a breach by either party.

06Cargo insurance

A forwarder's liability and insurance cover are two different things. Carrier compensation is usually capped by weight and is often far below the real value of the goods.

That is why our all-in Nigeria door-to-door price already includes cargo insurance. The goods are covered all the way at no extra charge. If something happens, we help you claim from the insurer under the policy.

Insurance covers the value you declare. If you declare less than the real value, the difference is not covered, so please declare the true value.

07What to do if something goes wrong

Step 1: tell us straight away about any loss, damage or irregularity, and take photos or video at the delivery point.
Step 2: do not sign without a note. If the outer packaging is clearly damaged or the piece count is wrong, write this on the delivery receipt before signing. This note is key to any later claim.
Step 3: send us the claim documents. We use them to decide who is responsible and start the right process: a claim against the carrier, a report to the insurer, or settlement by us under the agreement.
Step 4: we reply within the period in the agreement. Where liability is clear we pay as agreed; where a third-party assessment is needed, we follow its result.

08Documents needed for a claim

Claims have time limits, and they differ by stage. Please tell us as soon as you find a problem; waiting can mean losing the right to claim from the carrier or insurer.

Commercial invoice and packing list, to show the value and quantity of the goods.
Copy of the bill of lading or air waybill.
Delivery receipt with your note (if the packaging was damaged or the piece count was wrong).
Photos or video of the damage, showing the packaging, the damaged goods and the surroundings.
Insurance policy (if insured).
A written claim letter stating the amount claimed and the reason.

09Complaints

If you are unhappy with our service or think we handled something unfairly, contact us directly using the details below. We will look into it and reply in writing.

WhatsApp and phone:
Email: sales@bestafricalog.com
Hours: Mon to Sun, 2:00 - 17:00 Lagos time (WAT)

This page explains our service guarantee and does not replace the signed service agreement. If anything here differs from the service agreement, the agreement prevails.

Connect Africa & ChinaDeliver Opportunities

Best Africa LogisticsShipping from China to Africa