Legal · Refunds
Refund & Cancellation Policy
A booking moves through named stages, and money follows the same stages. Here is what happens to yours at each one, including when we owe you, not the other way round.
Transparency note: this document is published so clients and couriers can see exactly how we work. It is a working framework, not legal advice; where figures are stated they are our standard defaults and can be varied in a signed agreement. A review by qualified UAE counsel is part of our compliance roadmap and the current version is marked below.
Your cancellation, stage by stage
| Stage at cancellation | What you pay / get back |
|---|---|
| Quote sent, not yet confirmed | Nothing to cancel; quotes lapse automatically at validity. |
| Accepted, before Ticketed | Full refund minus a processing fee of AED 250. |
| Ticketed, before Picked up | Refund minus the non-recoverable airline costs (we pursue every recoverable fare component and pass the recovery on) and the processing fee. Courier activation costs are charged where the courier was already positioned. |
| Picked up or later | The assignment price is due in full; the shipment is returned to origin or delivered per your instruction, extra legs at cost. |
Our failure, what we owe you
If an assignment fails for reasons within our control, courier no-show, missed collection window we confirmed, custody breach, you owe nothing for the failed assignment and we re-run it at our cost or refund in full, your choice. Airline delay or cancellation is handled under clause 6 of the Service Agreement: we re-book at our cost; the assignment price stands because the service continues.
Refund mechanics
Refunds go back the way the money came, within 10 business days of the refund decision. Where an airline refund is pending beyond that window, we refund our components immediately and the fare component when recovered, with the status visible on request. Disagreements go the claims route (Service Agreement, clause 9), in writing, answered within 10 business days.
Version 1.0 · August 2026 · drafted for review by UAE counsel before reliance