Refund Policy

• Purpose and Scope
This Refund Policy governs the terms, conditions, and procedures related to refunds for services provided by Sermar Transfer Transportation Tourism Trade Construction Import Export Limited Company (“the Company”). This policy applies to all customers, users, passengers, and parties who purchase or use the Company’s services through any platform, channel, or contractual arrangement.

• General Principles
Refunds are subject to contractual obligations, service conditions, operational feasibility, and legal requirements. The Company does not provide unconditional refund rights unless explicitly required by applicable law or contract. All refund decisions are assessed on a case-by-case basis in accordance with this policy.

• Service Nature and Reservation Structure
The services provided by the Company include pre-planned transportation, transfer, and logistics services that require operational preparation, resource allocation, personnel planning, vehicle assignment, route planning, and time-based scheduling. Due to the operational nature of the services, refund eligibility is subject to strict conditions.

• Non-Refundable Services
The following situations are deemed non-refundable unless otherwise required by mandatory law:
– Services that have been fully or partially performed
– No-show situations where the passenger fails to appear at the agreed time and location
– Incorrect information provided by the customer (wrong address, wrong time, wrong contact details)
– Missed services due to customer negligence
– Operational preparation already initiated
– Force majeure-related operational readiness costs already incurred

• Refundable Situations
Refunds may be considered in the following cases:
– Service cancellation within the permitted cancellation period defined by the Company
– Operational failure solely attributable to the Company
– Service unavailability caused by Company fault
– Legally mandatory refund obligations
– Proven system errors in reservation or payment processing

• Cancellation Rules
Cancellation requests must be submitted through the official communication channels of the Company. Refund eligibility depends on:
– Time of cancellation
– Service type
– Operational preparation stage
– Allocation of resources
– Contractual terms
– Payment method
Late cancellations may result in partial refunds or no refunds depending on operational costs incurred.

• Refund Methods
Refunds are processed using the original payment method whenever technically possible. The Company is not responsible for delays caused by banks, payment providers, or financial institutions.

• Processing Time
Refund requests are evaluated within a reasonable operational timeframe. Approved refunds are processed within legally acceptable time periods, subject to financial institution processing cycles.

• Partial Refunds
In certain cases, partial refunds may be applied based on:
– Operational costs incurred
– Service preparation level
– Distance planning
– Resource allocation
– Administrative processing costs

• Force Majeure
The Company shall not be liable for refunds arising from force majeure events including but not limited to: natural disasters, pandemics, government restrictions, strikes, war, civil unrest, infrastructure failures, or regulatory shutdowns. In such cases, refund policies are governed by applicable law and feasibility conditions.

• Fraud Prevention
The Company reserves the right to reject refund requests where fraud, abuse, manipulation, or bad faith behavior is detected.

• Dispute Resolution
Any disputes arising from refund requests shall be resolved in accordance with the governing law and dispute resolution provisions set forth in the applicable User Agreement and Service Agreement.

• Policy Modifications
The Company reserves the right to amend this Refund Policy at any time. Amendments become effective upon publication on the official platforms of the Company.

• Legal Priority
In case of conflict between this policy and mandatory legal regulations, applicable law shall prevail.

• Contact and Requests
All refund requests must be submitted through the Company’s official communication channels and are subject to verification and assessment procedures.