Cancellation & Refund Policy
1. Order Cancellation Terms
At ALSUWAH DELIVERY SERVICES L.L.C, we recognize that logistics plans may change. Our cancellation rules are structured fairly based on operational dispatch stages:
- Cancellation Before Driver Mobilization: If you cancel your booking before an ALSUWAH driver has been dispatched from our hub, you are entitled to a 100% full refund with zero cancellation penalty.
- Cancellation After Driver Mobilization (Prior to Pickup): If the driver is already en route to your pickup location, a nominal mobilization fee of 15 AED will be retained, and the remainder of the booking fee will be promptly refunded.
- Cancellation After Parcel Collection: Once the parcel has been physically collected and is in transit, the delivery fee cannot be refunded. In such cases, the package will be securely returned to the sender's origin address.
2. Refund Method & Processing Timelines
Approved refunds are credited directly back to the original payment source utilized during checkout:
- Visa & Mastercard Credit/Debit: 3 to 7 business days, subject to your card issuer's billing cycle;
- Apple Pay & Google Pay: 2 to 5 business days back to the underlying linked card;
- UnionPay: 3 to 7 business days via UnionPay international processing channels;
- Currency of Refund: All refunds are issued in United Arab Emirates Dirhams (AED) exactly equal to the authorized transaction amount.
3. Service Failure & Delay Compensation
If ALSUWAH fails to meet guaranteed Same-Day delivery SLA due solely to operational fault (excluding severe weather, road closures, or incorrect recipient details), the client is entitled to a service credit or a 50% refund of the priority delivery surcharge.
4. How to Request a Cancellation or Refund
To initiate a cancellation or refund inquiry, contact our dispatch desk immediately with your Tracking Number (e.g., ASW-XXXXXX):
ALSUWAH Customer Service Desk
Office No. 124-204, Al Rostamani Real Estate, Deira, Dubai, UAE
Phone: +971 52 977 1022 | Email: [email protected]