Last Updated: January 2025

1. Introduction

This Refund and Cancellation Policy outlines the terms under which Rayyan Consulting and Business Company LTD ("Rayyan Consulting," "we," "our," or "us") handles refunds, cancellations, and service modifications. Please read this policy carefully before engaging our services.

By using our services, you acknowledge and agree to the terms of this policy.

2. Cancellation Policy

2.1 Service Cancellation by Client

Before Service Commencement:

• More than 14 days before scheduled service: Full refund of deposits, less administrative fee of 5%
• 7-14 days before scheduled service: 75% refund of deposits
• 3-7 days before scheduled service: 50% refund of deposits
• Less than 3 days before scheduled service: No refund of deposits

After Service Commencement:

• No refund for work already completed or costs already incurred
• Client responsible for all third-party costs committed on their behalf
• Any unused portion of prepaid services may be credited toward future services at our discretion

2.2 Cancellation by Rayyan Consulting

We may cancel or refuse services if:

• The client provides false or misleading information
• Goods are found to be prohibited, illegal, or dangerous
• Documentation is incomplete or inaccurate
• Payment is not received as agreed
• Force majeure events prevent service delivery
• Regulatory or legal requirements prohibit the service

In case of cancellation by us for reasons not attributable to the client, we will provide a full refund of any unused prepaid amounts.

2.3 How to Cancel

To request a cancellation:

1. Submit a written cancellation request to info@rayyanconsulting.com
2. Include your booking reference, service details, and reason for cancellation
3. Await confirmation of cancellation and refund (if applicable)
4. Cancellation takes effect upon our written acknowledgment

3. Refund Policy

3.1 Eligibility for Refunds

Refunds may be provided in the following circumstances:

• Service not provided: If we are unable to provide a service for which payment was received
• Overcharging: If an error results in overcharging, the excess will be refunded
• Cancellation: As per the cancellation terms above
• Quality issues: At our discretion, if services significantly fail to meet agreed specifications

3.2 Non-Refundable Items

The following are generally non-refundable:

• Government fees, duties, and taxes paid on your behalf
• Third-party charges already incurred (carrier fees, port charges, etc.)
• Administrative and processing fees
• Customs penalties or fines resulting from client's goods or documentation
• Storage, demurrage, and detention charges
• Costs for services already rendered
• Express or expedited service premiums once service has begun

3.3 Refund Process

1. Submit Request: Send a written refund request to finance@rayyanconsulting.com with:
   • Your name and contact information
   • Invoice or booking reference number
   • Reason for refund request
   • Supporting documentation (if applicable)
2. Review: We will review your request within 5 business days
3. Decision: You will be notified of the decision in writing
4. Processing: Approved refunds will be processed within 14 business days
5. Payment: Refunds will be made to the original payment method where possible

3.4 Refund Methods

Refunds will typically be issued via:

• Bank transfer (for original bank transfer payments)
• Mobile money reversal (for mobile money payments)
• Credit to your account for future services

Please allow 5-10 business days for refunds to appear in your account after processing.

4. Service Modifications

4.1 Client-Requested Modifications

If you wish to modify a service after booking:

• Submit modification request as early as possible
• Modifications are subject to availability and feasibility
• Additional charges may apply for changes
• Significant modifications may be treated as cancellation and rebooking

4.2 Rayyan Consulting-Initiated Modifications

We may need to modify services due to:

• Operational requirements
• Regulatory changes
• Force majeure events
• Carrier or third-party schedule changes

We will notify you of any significant modifications and work to minimize impact on your shipment or service.

5. Dispute Resolution

If you disagree with a refund decision:

1. Escalation: Request review by sending an email to management@rayyanconsulting.com
2. Review: Management will review within 10 business days
3. Final Decision: You will receive a final written decision
4. Further Recourse: If still unsatisfied, please refer to the dispute resolution provisions in our Terms and Conditions

6. Contact Information

For refund and cancellation inquiries: