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1Cancelling a shipment before the booking is confirmed
- If you cancel before we confirm the booking with the carrier, the amount paid for that shipment is refunded in full.
2Cancelling after the booking is confirmed and before pickup
- The amount paid is refunded less the costs we have incurred that carriers or suppliers will not refund (for example an airline's or shipping line's cancellation fee, or documents already issued), with proof of those costs.
3After the goods are collected or shipped
- Freight charges are not refundable once the goods have been collected or have departed, because the service has started.
- Damage, loss and delay are handled as a claim under "Liability and insurance" in the Terms & Conditions.
- Customs duties, taxes and government fees paid to authorities are not refunded by us, except what those authorities actually refund.
4Subscriptions and pricing packages
- You may cancel a subscription at any time; cancellation takes effect at the end of the paid period, and the current period is not refunded.
- Annual agent program fees are non-refundable. Agent cash deposits are refunded when the relationship ends, once all dues are settled.
- Pricing credit packages are non-refundable once the credits are added to your account, except for billing errors.
5Wallet balance
- You may ask for unused wallet balance to be refunded once any outstanding dues are settled. Card top-ups are refunded to the same card; bank transfer top-ups to a bank account in the account holder's name.
6Duplicate or mistaken payments
- Any amount paid twice or by mistake is refunded in full once verified.
7How to request a refund
- Email admin@mixexpress.ae from your account email with the booking, invoice or payment reference and the reason.
- We answer within 2 business days and tell you the amount refunded and any deduction with its reason.
8How and when you are refunded
- Card payments are refunded only to the same card, through Ziina. After approval the amount usually appears within 5 to 10 business days, depending on the card issuer.
- Bank transfer payments are refunded by transfer to an account in the payer's name within 7 business days of approval.
- Refunds are made in UAE dirhams (AED). We are not responsible for exchange-rate differences or card-issuer fees.
9Contact
- Email: admin@mixexpress.ae · WhatsApp +971 50 972 7133.