Liability & Compensation Policy

1. Introduction

At RihlaTransit, we take our responsibilities seriously. This Liability & Compensation Policy explains our liability limits, what we are responsible for, and how you can claim compensation if something goes wrong.

This policy applies to all our services, including airport transfers, town rides, event transport, courier services, parcel delivery, and cargo transport.

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2. Liability Limits

2.1 General Liability

• 🛡️ Our total liability for any claim arising from a booking is limited to the total value of the booking (the amount you paid for the service).
• 🛡️ We are not liable for indirect, consequential, or special losses, including:
  • Loss of business, profits, or revenue
  • Loss of reputation or goodwill
  • Missed appointments, flights, or events
  • Loss of data or documents

2.2 Courier, Parcel & Cargo Liability

• 📦 Our liability for loss or damage to parcels, packages, or cargo is limited to £100 per item (or the declared value, if lower).
• 📦 For items valued over £100, we recommend purchasing additional insurance at the time of booking.
• 📦 We are not liable for damage to items that were not securely packaged by the customer.

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3. What We Are Liable For

We are liable for:

• ✅ Direct losses caused by our negligence or failure to provide the booked service.
• ✅ Physical damage to your property caused by our drivers or staff during the service (subject to the liability limits in Section 2).
• ✅ Loss of items that were properly packaged and declared, and where we have confirmed liability (subject to the liability limits in Section 2).

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4. What We Are Not Liable For

We are not liable for:

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5. Compensation Process

5.1 How to Make a Claim

To make a claim for compensation, please follow these steps:

1. Contact us via email at help@rihlatransit.com within 14 days of the incident.
2. Provide your booking reference number and a detailed description of the issue.
3. Include supporting evidence, such as:
• Photos of damage
• Receipts or proof of value
• Correspondence related to the booking
• Any other relevant documentation
4. We will acknowledge your claim within 3 working days and provide a response within 14 working days.

5.2 Claim Assessment

We will assess your claim based on:

• ✅ The evidence provided
• ✅ Our liability limits (Section 2)
• ✅ Our exclusions (Section 4)
• ✅ Whether you followed our booking and packaging guidelines

5.3 Compensation Payment

If your claim is approved, compensation will be paid:

• 💳 Via the original payment method (where possible)
• 🏦 Within 14 working days of claim approval

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6. Insurance

RihlaTransit holds appropriate insurance coverage for our services. However, our insurance:

• ✅ Covers us for claims arising from our negligence
• ❌ Does not cover customer-provided items beyond our liability limits

For high-value items, we strongly recommend that you purchase your own insurance or declare the value at the time of booking to arrange additional coverage.

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7. Changes to This Policy

We may update this Liability & Compensation Policy from time to time to reflect changes in our operations, legal requirements, or insurance coverage. The latest version will always be published on this page with the "Last Updated" date at the top.

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8. Contact Us

If you have any questions about this policy or need to make a claim, please contact us: