Terms of Use

1. Introduction

Welcome to DutyPointEdge! These Terms of Use regulate the utilization of our website and the duty-free processing capabilities for enterprises that we provide. By accessing our site and utilizing our customs advisory and compliance capabilities, you accept these terms. If you do not agree with any of these terms, please refrain from using our capabilities.

2. Service Engagement and Client Relationships

  • Utilizing our duty-free processing capabilities establishes a binding client engagement subject to our capability terms and cancellation policies.
  • Clients must supply accurate information regarding their business context, customs necessities and operational goals.
  • We retain the right to decline representation in case of conflicts of interest, incomplete information or matters beyond our expertise.
  • Utilization of our customs advisory capabilities and confidential materials must comply with client confidentiality and our usage guidelines.

3. Quality and Scope of Duty-Free Processing Services

  • We pledge to delivering superior duty-free processing capabilities with certified customs advisors and business compliance specialists.
  • The scope and outcomes of each customs advisory capability are specified in appropriate capability contracts and engagement letters.
  • We retain the right to strategic modifications as long as they do not undermine fundamental processing goals and client interests.
  • Clients are accountable for supplying complete information and collaborating with agreed customs methodologies and business requirements.

4. Payments and Service Conditions

  • Payment for duty-free processing capabilities is required according to the agreed payment schedule for each capability or project.
  • Refunds are supplied according to our extensive refund policy, detailed below.
  • Late cancellations (less than 48 hours in advance) of scheduled consultations incur a processing fee of 30% of the consultation cost.
  • No-shows without notice are charged 50% of the consultation fee.

5. Refund Policy

At DutyPointEdge, client satisfaction is our utmost priority and we uphold transparent billing practices. Our refund policy is structured to be equitable while acknowledging the professional nature of duty-free processing capabilities:

5.1 Initial Consultation and Evaluation Period

  • 14-Day Satisfaction Guarantee: A full refund is available within 14 days of the initial consultation if you are not satisfied with our proposed approach, provided no significant customs work has been started.
  • Evaluation Fees: Nominal administrative fees of 25 CAD may be retained during refunds in the evaluation period to cover initial consultations and documentation review.

5.2 Ongoing Processing Services

  • Project-Based Engagements:
    • 75% refund if cancelled before customs work begins
    • Proportional refund based on work completed, minus 12% administrative fees
    • No refund when customs recommendations have been provided
  • Retainer-Based Services:
    • Unused retainer amounts are refunded within 30 days of written notification
    • 8% administrative fees apply for early termination
    • Monthly retainers require 30 days written notice for cancellation

5.3 Special Circumstances

  • Service Quality Issues: Full or partial refunds may be granted if we fail to provide services as defined in the engagement letter
  • Force Majeure: Proportional refunds are available if service cannot be completed due to circumstances beyond our control
  • Client Bankruptcy: Refund requests must be submitted through appropriate legal channels

5.4 Refund Procedure

  • Request Submission: Send detailed refund requests to refunds@DutyPointEdge.com
  • Required Information:
    • Client name and service reference number
    • Detailed reason for refund request
    • Supporting documentation
    • Preferred refund method
  • Processing Time:
    • Confirmation within 2 business days
    • Decision within 10 business days
    • Payment processing within 14 business days after approval

6. Data Protection and Client Confidentiality

  • All personal data and business information is processed in accordance with our Privacy Policy and client confidentiality requirements.
  • Clients agree not to share confidential customs advice and strategies without written authorization from our company.
  • Recording of customs consultations or sharing of access credentials is prohibited without written authorization.
  • We maintain strict compliance with Canada data protection legislation and GDPR requirements.

7. Modifications to these Terms

  • We reserve the right to update these Terms at any time, particularly in response to legal changes or service improvements.
  • Significant modifications will be published at least 30 days before implementation and communicated to active clients.
  • Continued use of our services after modifications implies acceptance of the new terms.

8. Final Provisions

  • These terms and all duty-free processing service agreements are exclusively governed by Canada law.
  • Canada is the competent jurisdiction for all disputes arising from our processing services for businesses.
  • If individual provisions become invalid, the validity of the remaining provisions remains unchanged.
  • These terms were last updated in January 2025.