1. About this policy
This policy explains how to request a cancellation, booking change or refund for shipping and transportation services arranged with NELICO, based in Jebel Ali, Dubai, United Arab Emirates.
Service provider: Nelico Cargo &Transportation L.L.C
Registered address: Jebel Ali - Dubai - UAE
Read this policy together with the quotation, booking confirmation and service terms accepted for your shipment. Any shipment-specific cancellation charges or restrictions should be disclosed before you confirm the booking. Applicable law takes precedence over any inconsistent term.
Preparing an inquiry on this website does not create a shipment booking or take a payment. This policy concerns services or payments separately agreed with NELICO.
2. How to request a cancellation
Contact us as soon as your plans change, preferably in writing at inquiry@nelicocsl.com. Include:
- Your name, company and contact details.
- Your booking, quotation or invoice reference, if available.
- The shipment’s origin, destination and planned collection or departure date.
- The change or cancellation requested and any payment reference relevant to a refund.
Please do not send passwords, full payment card numbers or other unnecessary sensitive information. If your shipment is due to move shortly, also contact us using the telephone details on our Contact Us page.
We will review the shipment’s current status and confirm the next steps. A cancellation request alone does not establish that cargo movement has stopped; please obtain confirmation of the operational arrangements. This does not override any cancellation right or effective date provided by law.
Cancellation notice periods: We require from your end at least two days notice for local services, and seven days notice for international services before we are able to cancel the service without any obligation from your end.
3. Booking changes and shipment status
Before services begin: cancellation or amendment requests will be reviewed against the agreed terms and any commitments already made for your shipment.
After work has started: cargo collection, documentation, handling, transport or other services may already be underway. Stopping or changing those arrangements may require coordination with the parties involved. We will explain the available options and any properly applicable costs.
After dispatch: a recall, redirection or return movement may not be operationally possible. Where an option is available, any new service scope and price should be confirmed with you before proceeding, subject to the existing agreement and applicable law.
Booking changes: a change of cargo, route, dates or service may require a revised quotation. Asking about a change does not itself mean that you have accepted a new charge.
4. Charges and deductions
A cancellation does not automatically make every payment non-refundable. Any proposed deduction must have an applicable contractual or legal basis and be explained to you.
Depending on the shipment and the terms agreed, relevant costs may include work already performed or properly incurred third-party costs, such as carrier cancellation charges, collection, handling, storage or documentation. These are examples only; they are not an automatic fee schedule.
Before a refund is finalized, we will explain the calculation, including payments received, services performed and any proposed deductions. Mandatory refund rights are not limited by a carrier’s or other supplier’s refund policy.
5. How refund requests are reviewed
Refund requests are assessed using the payment record, agreed scope, shipment status, services actually provided and applicable rights. Examples of matters we can review include:
- A booking cancelled before all agreed services are provided.
- An overpayment or duplicate payment.
- A service NELICO is unable to provide as agreed.
- A disputed charge or a service issue that may require a remedy.
We will communicate the outcome and explain any refund calculation or reason for declining a request. If further information is needed, we will identify it. An alternative service or credit will not replace a refund you are legally entitled to receive without your agreement.
Review timeframe: We require at least 72 hours to review your refund request, moreover, any services provided and rendered without mistake from our side is not eligible for any refund
6. Processing an approved refund
Once a refund is approved, we will confirm the amount, payment method and expected processing date. Any identity or payment verification requested should be proportionate and limited to what is necessary to process the refund securely.
Refund method: We will process your refund to the same payment method used on the time of payment
Processing timeframe: Depends on the payment methods, it could take from 5 - 15 days.
Currency and payment fees: We are going to refund your amout in AED, and we will not handle any bank charges.
If an expected refund has not arrived, contact us with the booking or invoice reference so that the payment status can be checked.
7. Service issues, cargo loss or damage
If a service cannot proceed as agreed, we will discuss the available next steps, which may include revised arrangements or a refund where appropriate or required. Changes outside our control do not automatically remove your applicable rights.
Concerns involving cargo loss, damage, delay or insurance may require a separate claims process under the relevant transport documents, contract, insurance terms or applicable law. Please report a concern promptly and preserve supporting records, photographs and delivery documents where relevant.
Claims procedure: [Insert the verified claims contact, required documents and applicable notice requirements, or link to the relevant shipment terms. Do not invent a universal claim deadline.]
This policy does not set liability limits or waive rights to compensation, a refund or other remedies that apply to your shipment.
8. Contact, concerns and your rights
For cancellation or refund requests, contact [Add cancellation and refund contact email]. You can also find our available contact details on the Contact Us page.
If you disagree with an outcome, ask us to review it and include any additional information that may help. You retain any right to seek assistance from a competent authority or pursue other remedies available under applicable law.
Nothing in this policy excludes or restricts rights or obligations that cannot lawfully be excluded or restricted. We may update this policy for future bookings; a later update does not retrospectively reduce rights relating to an existing booking.