Weight discrepancy charge mandate

When you book a document shipment with Acacia Cargo, you declare a weight range (≤500g, 500–1000g, or 1–2kg). The carrier (UPS, DHL, SEUR) physically weighs the envelope before transport. If the actual weight exceeds your declared range above a minimum threshold, we charge the exact difference using the same card from the original payment. This document explains how it works, your guarantees, and how to dispute.

1. When the charge is triggered

We charge only when both conditions are met simultaneously:

The actual weight reported by the carrier exceeds your declared range by more than 100 grams, and
The actual weight exceeds your declared range by more than 15%

2. How we notify you before charging

When a discrepancy is detected, we email the address from the booking with:

Declared weight vs actual weight (with carrier document attached)
Exact amount we would charge (the difference between your tier and the actual tier)
24-hour window to reply before automatic charge
Direct contact if you want to dispute or provide info

3. What is the maximum amount

The charge never exceeds the difference between the price of the declared tier and the price of the tier matching the actual weight. No penalty, no admin fee, no hidden costs — only the real tariff difference.

Example: if you booked ≤500g (€18.50) and the actual weight is 720g (500–1000g tier, €28.90), the extra charge is €10.40.

4. How we charge (Stripe SCA off-session)

We use the same card as your original booking. Stripe lets us do this off-session because you explicitly authorized it by accepting this mandate — same mechanism used by Klarna, subscriptions, or hotel reservations.

If your bank declines (insufficient funds, expired card, additional 3D Secure), we contact you manually with an alternate payment link. The shipment doesn't stop due to a weight discrepancy — the envelope continues its journey.

5. How to dispute

You have 14 days from the charge date to dispute:

By email: hello@acaciacargo.com with your booking ID
By WhatsApp: +34 626 78 54 28
If you prove the actual weight was within your declared range (photo of envelope on a traceable scale, alternate carrier receipt), we refund the full amount within 48h

6. What we DO NOT charge

This mandate covers only the weight tariff difference. We never use this authorization for:

Damage charges in transit (covered by carrier insurance)
Customs or import taxes (handled by Acacia as customs representative — included in price)
Recurring charges or subscriptions
Any additional service not contracted in the original booking

7. How long the authorization lasts

The mandate is valid for up to 60 days after the booking date. After that, if the carrier reports a delayed discrepancy (rare but happens), we contact you manually with a payment link — we don't charge automatically.

Your card stays saved in Stripe only for this purpose. You can revoke the authorization any time by emailing us.

Questions about this mandate? Email us at hello@acaciacargo.com — we reply within 24 business hours.