Refund Policy
Last Updated: January 2025
1. Scope of Policy
This Refund Policy outlines the terms and procedures relating to refunds and cancellation of services at ALFA TRANS, CO.LTD (CR: 2511010026). This policy applies to all land transport, bulk cement distribution, and logistics services, in accordance with the E-Commerce Law and Consumer Protection Law of the Kingdom of Saudi Arabia.
2. Cancellation Before Service Execution
The client has the right to cancel a service order before execution commences and receive a full refund of the amount paid. The cancellation request must be submitted in writing via email or through official approved channels. If cancellation occurs after vehicles have been allocated or logistics arrangements have begun, an administrative fee not exceeding 15% of the service value may be deducted to cover incurred operational costs.
3. Cancellation After Service Commencement
If the client requests cancellation after service execution has begun (such as loading of goods or vehicle departure), the actual costs incurred will be calculated and deducted from the refunded amount. These costs include: transport charges for distance covered, loading and unloading fees, and administrative costs. The client will be informed of the itemized costs before the refund is processed.
4. Full Refund Eligibility
The client is entitled to a full refund in the following cases: failure to provide the service by the company without acceptable justification, a material error in service execution attributable to the company, or cancellation by the company due to internal operational reasons. Full refund requests are processed within fifteen (15) business days from the date of approval.
5. Non-Refundable Cases
Refunds are not applicable in the following situations: delays caused by force majeure circumstances (natural disasters, road closures, government orders), damages resulting from inadequate packaging by the client, provision of inaccurate information about goods by the client, or services that have been fully executed in accordance with the agreement.
6. Refund Request Procedure
To submit a refund request, the client must contact the company via email at alfa.ex@hotmail.com or phone at 0114152675, specifying the order number and reason for the refund. The request will be reviewed within five (5) business days and the client will be notified of the decision. Refund requests must be submitted within fourteen (14) days from the service date or its scheduled date.
7. Refund Method
Refunds are issued using the same original payment method. For bank transfer payments, the refund is returned to the same bank account. The refund process may take seven (7) to twenty-one (21) business days depending on the banking institution. A tax credit note will be issued in accordance with the requirements of the Zakat, Tax and Customs Authority (ZATCA).
8. Communication and Complaints
If the client is not satisfied with the refund decision, they have the right to file a formal complaint through the approved communication channels. The company is committed to reviewing and responding to complaints within ten (10) business days. The client also has the right to file a complaint with the Ministry of Commerce or relevant authorities in the Kingdom of Saudi Arabia. Contact: Email: alfa.ex@hotmail.com | Phone: 0114152675 | Address: Riyadh, Kingdom of Saudi Arabia.
ALFA TRANS, CO.LTD | CR: 2511010026 | Riyadh, Kingdom of Saudi Arabia