The cancellation policy at Capital Transport Company is designed to ensure customer rights and provide a comfortable and seamless experience when utilizing our services. This policy allows customers the flexibility and clarity to make modifications or cancellations while fully adhering to the principles of integrity and transparency.
1. Purpose of the Cancellation Policy
• Provide a clear and defined cancellation process to meet customer needs.
• Enhance trust and transparency in our relationship with customers by providing accurate details about cancellation and refund terms.
• Ensure compliance with applicable laws and regulations in the Kingdom of Saudi Arabia.
2. Cancellation Terms and Conditions
Cancellation Before the Service Date:
• Customers have the right to cancel their booking at least 24 hours before the scheduled service time. In this case, a full refund will be issued.
• If the cancellation occurs within 24 hours of the service time, a cancellation fee of up to 50% of the total booking value may be applied, depending on the type of service and the circumstances of the cancellation.
Cancellation After Service Has Started:
• Once the service has commenced, no amounts paid will be refunded except in exceptional cases, such as a technical error or a service that does not meet the agreed-upon specifications.
• If the customer encounters any issues during the service, they may submit a formal complaint for review.
Cancelable Services:
• Most transportation and rental services are cancelable in accordance with the specified terms.
• Certain services, such as long-term contracts or bookings for special events and conferences, may be subject to specific cancellation terms outlined in the contract.
3. Cancellation Process Steps
Cancellation via the Website:
• Customers can log in to their account on the website, navigate to the bookings section, and select the reservation they wish to cancel.
• Booking details and any applicable cancellation fees will be displayed before confirming the cancellation.
Cancellation via Customer Service:
• Customers can contact the customer service team through the toll-free number or the dedicated email to request a cancellation.
• The support team will review the request and process the cancellation in accordance with the terms and conditions.
Cancellation via the App:
• Customers can easily cancel their booking using the Capital Transport Company app.
• An instant notification will be provided to confirm the cancellation and any applicable refunds through the app.
4. Refund Policy
• Refunds will be issued to customers who meet the cancellation criteria within a period of 7 to 14 business days.
• The refunded amount will be processed using the same payment method used during the booking.
• If the cancellation is due to an error on the part of Capital Transport Company (such as an unjustified delay or service error), a full refund will be provided without any additional charges.
5. Special Cases
• Cancellation Due to Emergencies: In the event of emergencies such as accidents or natural disasters that prevent the provision of service, the service will be rescheduled or a full refund will be issued without any cancellation fees.
• Cancellation by the Company: Capital Transport Company reserves the right to cancel a reservation in exceptional cases, such as technical or logistical issues, with appropriate compensation provided to the customer.
6. Commitment of Capital Transport Company
• Capital Transport Company is committed to protecting customer privacy and handling their data with complete confidentiality during the cancellation and refund processes.
• We strive to provide the best customer experience by ensuring flexibility and ease in all cancellation procedures.
7. Contact and Support
• Email: [email protected]
• Toll-Free Number: 920031770
• Working Hours: Saturday to Thursday, from 9 AM to 5 PM.
8. Tips for Customers
• Customers are advised to carefully read the booking and cancellation terms before confirming their reservation.
• It is preferable to report any changes or cancellation requests as early as possible to ensure a smooth refund process.
We always aim to provide a comprehensive and secure experience for our customers and welcome all your suggestions and inquiries to enhance our services.
