Refund & Dispute Policy

1. Scope

This policy explains how refund and dispute requests are handled for logistics facilitation and coordination services provided by Rahawan Group, LLC through the Rahawan Cargo platform. It applies together with the Terms & Conditions.

2. Nature of the service

Rahawan Cargo is a logistics facilitation platform that connects customers with certified partners and carriers and provides operational information, shipping manifests, and milestone tracking. Platform fees may cover coordination, request management, and support; actual carriage charges levied by carriers or local agents are disclosed transparently in the written quotation.

3. Cancellation before execution

If a request is cancelled before operational execution begins with the partner/carrier, unused fees may be refunded as stated in the written quotation, after deducting any disclosed administrative costs or non-refundable reservations.

4. After execution begins

After booking confirmation, handover to the carrier, or issuance of the transport document, carriage and coordination fees may become non-refundable in whole or in part under carrier terms and the quotation. We assist in good faith with the relevant partner to settle any remaining balance.

5. Dispute resolution

Disputes should preferably be raised within fourteen (14) days of discovering the issue via the legal email or complaints page, with tracking number or quotation reference and supporting documents. We review within ten (10) business days and notify you of the outcome and next steps.

6. Service assurance

We commit to transparency on routing, tracking, and coordination with certified partners. Liability limits for loss or damage follow carrier terms, the bill of lading, and any selected insurance, as set out in the Terms & Conditions. Suitable insurance is recommended for high-value shipments.

7. Electronic payments

When payment is completed through the platform’s approved electronic channels, refunds are processed through the same channel where possible; the amount may take several business days to appear under the bank or payment provider’s policies.

8. Contact us

For refund or dispute requests:

Complaints page Terms & conditions Contact us