Boxmaster Packaging Ltd

First of all, I do want to acknowledge that the insurance issue could have been better handled on our sideI apologize for the miscommunications and misunderstandings, which led to [redacted] ***’s upset and inconvenience Regarding the insurance, [redacted] ended up cancelling the insurance she had taken so this did not cost her anythingThere is nothing to refund on this regard since she did not make a payment for this In regards to [redacted] ***’s request for Eur, this is the amount she was charged by our destination agent for services that were not included in the contract Attached is a copy of what the destination agent invoiced her (Eur), which includes: - “monte-muebles” --- this was for an outside elevator that was needed to take some furniture upstairsThat was excluded from the contract- “frais de stationnement au port” --- I believe this is because [redacted] changed the delivery date and incurred in an extra charge- “frais de detention” --- this was a port cost, for demurrageThis was also excluded from the contract Also attached is a copy of the exclusions part from the contract, which clearly states that additional charges due to access constrains (so the outside elevator and the parking fee she was billed for) and port demurrage are excluded from the contract In conclusion, we cannot refund her for charges she paid at destination, which were outside the contract terms Again I do want to apologize for the inconveniences caused with the insurance issue, but she did not incur any charges because of that since she canceled itRegards, Fatima C [redacted] GOMOVE USA INC

First of all, I do want to acknowledge that the insurance issue could have been better handled on our side. I apologize for the miscommunications and misunderstandings, which led to [redacted]’s upset and inconvenience.   Regarding the insurance, [redacted] ended up cancelling the insurance she...

had taken so this did not cost her anything. There is nothing to refund on this regard since she did not make a payment for this.   In regards to [redacted]’s request for 780 Eur, this is the amount she was charged by our destination agent for services that were not included in the contract.   Attached is a copy of what the destination agent invoiced her (780 Eur), which includes:   -      “monte-muebles” --- this was for an outside elevator that was needed to take some furniture upstairs. That was excluded from the contract. -      “frais de stationnement au port”  --- I believe this is because [redacted] changed the delivery date and incurred in an extra charge. -      “frais de detention” --- this was a port cost, for demurrage. This was also excluded from the contract.   Also attached is a copy of the exclusions part from the contract, which clearly states that additional charges due to access constrains (so the outside elevator and the parking fee she was billed for) and port demurrage are excluded from the contract.   In conclusion, we cannot refund her for charges she paid at destination, which were outside the contract terms.   Again I do want to apologize for the inconveniences caused with the insurance issue, but she did not incur any charges because of that since she canceled it. Regards, Fatima C[redacted]GOMOVE USA INC.