Cancellation & Refund Policy

Effective Date: 29 September 2026

This policy explains when a customer may cancel a logistics or maintenance service and how eligible refunds are handled. It applies to payments made through the Towards Speed Logistics website/platform unless a specific commercial agreement states otherwise.

1. Cancellation Before Provider Acceptance

If the customer cancels before the carrier, driver, maintenance center or other service provider accepts the request, the customer is generally eligible for a full refund of the amount paid for the unperformed service.

2. Cancellation After Acceptance but Before Service Starts

If the request has been accepted but the transport or maintenance service has not yet started, the customer may cancel. The refundable amount will be the amount paid less any cancellation charge or non-recoverable third-party cost that was clearly disclosed or actually incurred in connection with the confirmed booking. Any deduction will be explained to the customer.

3. Cancellation After Transport Service Has Started

Once a driver/carrier has started the service, arrived for pickup where operational cost has been incurred, or collected the shipment, standard cancellation may no longer be available. Any refund will be limited to the unused/unperformed portion, if any, after review of the actual service performed and costs incurred. After delivery is completed, the transport service itself is not refundable, subject to any mandatory legal rights.

4. Maintenance Service Cancellation

• Before a maintenance center accepts the request: full refund for the unperformed service.
• After acceptance but before work begins: refund less any clearly disclosed or non-recoverable committed cost, such as specially ordered parts, where applicable.
• After work has started: completed labor and used/installed parts are not refundable; any unused prepaid balance may be refunded after reconciliation.
• If additional work or parts are required, customer approval should be obtained before additional charges are made, except where previously authorized for safety reasons.

5. Cancellation by the Platform or Service Provider

If Towards Speed Logistics or the assigned service provider cancels a confirmed service and no equivalent replacement is accepted by the customer, the customer will receive a full refund for the unprovided portion of the service.

6. Failed, Duplicate or Incorrect Payments

If a payment is charged more than once, charged incorrectly, or captured for a booking that was not successfully created, the transaction will be reviewed. Any confirmed duplicate or incorrect charge will be refunded to the original payment method.

7. Customer No-Show, Incorrect Information or Inaccessible Location

Where the service cannot be performed because the customer is unavailable, provides materially incorrect information, the shipment is not ready, or the pickup/service location cannot reasonably be accessed, the refund may be reduced by reasonable, documented costs already incurred. The remaining eligible balance, if any, will be refunded.

8. Refund Request Requirements

• Provide the order/booking number and the customer name/contact details.
• State the reason for cancellation/refund and include supporting information where relevant.
• Submit the request as soon as reasonably possible after the cancellation or service issue, preferably within 7 calendar days.

9. Refund Review and Processing Time

Refund requests are normally reviewed within 5 business days after receiving the required information. Once approved, Towards Speed Logistics will normally initiate the refund within 5-7 business days. The time for the amount to appear in the customer account may vary depending on the payment gateway, card network and issuing bank, and may require additional business days.

10. Refund Method

Approved refunds will normally be returned to the same payment method used for the original transaction. A different method will only be used where required by law, the original method is unavailable, or a payment provider requires an alternative process.

11. VAT and Taxes

Where a refund is approved, the tax/VAT treatment will be handled in accordance with applicable Saudi tax requirements and the final value of the refunded service or charge.

12. Non-Refundable Amounts

• Services already completed or the portion of a service already performed.
• Used or installed maintenance parts and completed labor.
• Documented third-party costs that cannot reasonably be recovered, where these relate directly to the confirmed booking.
• Any charge specifically identified as non-refundable before the customer confirmed payment, where permitted by applicable law.

13. Disputes and Chargebacks

Customers are encouraged to contact Towards Speed Logistics first so the transaction can be investigated quickly. If a bank or payment provider dispute/chargeback is opened, the platform may provide relevant booking, payment and service evidence to the payment provider as permitted by law.

14. Mandatory Consumer Rights

Nothing in this policy limits any mandatory rights available to customers under the laws and regulations of the Kingdom of Saudi Arabia. Where applicable law provides a greater right, the applicable legal requirement will prevail.

15. Contact for Refunds

Refund and cancellation requests may be submitted through the website support channels or by email to Info@nhslogistic.com. Please include the order/booking reference in all requests.