Cancellation & Refund Policy

1. Overview

At RihlaTransit, we understand that plans can change. This Cancellation & Refund Policy explains how cancellations work and when refunds are available for our Same Day, Express, Next Day, and other delivery services.

By booking with us, you agree to the terms outlined in this policy. If you have any questions, please contact us before booking.

2. Cancellation Policy

You may cancel your booking at any time before collection. Refunds are based on the notice period:

Before Collection

• More than 48 hours notice: Full refund (100%)
• 24-48 hours notice: Partial refund (75%)
• 12-24 hours notice: Partial refund (50%)
• Less than 12 hours notice: No refund

After Collection

• Once collected: No cancellation permitted
• Parcel in transit: No cancellation permitted
• After delivery: No cancellation permitted

3. Refund Schedule

Here's a quick reference for refunds based on notice period:

Note: All refunds are subject to a £0 processing fee. We do not charge for cancellations, but partial refunds apply as shown above.

4. How to Cancel

To cancel your booking, please contact us through one of the following methods:

• Phone: Call us at +44 (0) 000 000 0000
• Email: Send a cancellation request to help@rihlatransit.com
• App: Cancel directly through your account in our mobile app
• Dashboard: Log in to your account and cancel from the order history

Important: Please include your booking reference number when cancelling to help us process your request quickly.

5. Refund Processing

Once your cancellation is confirmed:

• Processing time: 5-7 business days for card refunds
• Bank transfer: 3-5 business days for business accounts
• Original payment method: Refunds are processed to the original payment method
• Notification: You'll receive email confirmation when the refund is processed

Note: Bank processing times may vary. If you don't see your refund after 7 business days, please contact us.

6. Failed Delivery

If delivery cannot be completed:

Recipient Not Available

• We will attempt to contact the recipient
• We will wait up to 15 minutes at the delivery address
• If unsuccessful, we will return the parcel to you
• Re-delivery may incur additional charges

Incorrect Address

• If the address is incorrect, we will attempt to contact you
• Additional charges may apply for re-routing
• If we cannot reach you, the parcel may be returned to you

Refused Delivery

• If the recipient refuses the delivery, we will return the parcel to you
• Return shipping charges may apply

7. Exceptions

Refunds may not be available in the following cases:

• Bookings cancelled after collection
• Bookings where the parcel contains prohibited items
• Bookings with incorrect or incomplete information
• Bookings made fraudulently or with invalid payment methods
• Business account bookings with custom terms (see your agreement)

8. Business Accounts

Business account holders may have different cancellation terms based on their agreement:

• Custom terms: May be negotiated in your service agreement
• Volume bookings: Different refund policies may apply
• Invoicing: Cancellation credits may be applied to your account

Please refer to your Business Account agreement or contact your account manager.

9. Disputes

If you're not satisfied with our cancellation or refund decision:

• Step 1: Contact our customer service team
• Step 2: If unresolved, escalate to our management team
• Step 3: Formal complaints can be sent to help@rihlatransit.com

We aim to resolve all disputes within 14 business days.

10. Contact Us

If you have questions about cancellations or refunds, contact us:

• help@rihlatransit.com
• +44 (0) 000 000 0000
• London, United Kingdom
• 24/7 Same Day Service