Regulatory
At CGF, we are committed to adhering to all relevant regulations and industry standards to ensure the safety, security, and reliability of our services.
Demurrage and Detention Disputes
- The applicable Demurrage & Detention rule on which the daily rate is based can be found in Rule 38 and/or your negotiated rate agreement.
- Invoice questions and Demurrage and Detention disputes (or requests for fee mitigation, refund or waiver) for U.S. shipments must be raised by entering a ticket through our website in Partner Home.
- When entering a dispute through the ticketing platform, please include the invoice number, shipment number, container number, and a detailed description of the dispute including the applicable contract number if pertinent to the claim.
- Disputes must be submitted to CastleGate Forwarding within 30 calendar days of the invoice date. Where contracted demurrage or detention conditions apply, please refer to the contract and its terms.
- Escalations can be made by e-mail to [email protected] referencing the ticket number.