Introduction
This policy describes the procedures applicable when a Customer wishes to cancel an active storage contract or request a refund of an advance payment. It applies to all customers of Freezing World Storage Co. and is considered an integral part of our general Terms & Conditions.
Cancellation by Customer
1. Short-term Contracts (monthly or per pallet)
- Before service start: Customer may cancel and receive a full refund within 7 days of payment, provided no goods have been received.
- After service start: Charges are calculated based on actual days of use, and the remainder is refunded after a 5% administrative fee.
- Cancellation notice: Written cancellation request must be submitted at least 7 days before the requested effective date.
2. Long-term Contracts (annual or quarterly)
- Customer may terminate with 30 days' prior written notice before the desired termination date.
- Charges are calculated for the actual elapsed period, with an early-termination fee of 10% to 20%, depending on remaining contract duration.
- Cancellations due to force majeure or Company default are exempt from early-termination fees.
Termination by the Company
The Company reserves the right to immediately terminate the contract in the following cases:
- Payment delay exceeding 30 days following written notice
- Storage of legally prohibited or hazardous materials without prior disclosure
- Material breach of any provision of the Terms & Conditions
- Attempts to harm the Company's reputation or property
In such cases, the Customer is given a 14-day window to retrieve their goods, after which standard storage fees apply.
Refund Process
- Refund requests are processed within 7 to 14 business days of approval confirmation.
- Refunds are issued through the original payment method (bank transfer, cash, or check).
- Bank transfers may take additional time (3 to 5 business days) to appear in the Customer's account, depending on the bank.
- Any banking or service fees associated with the refund are deducted from the final amount.
Cases Where Refund Does Not Apply
- Services already fully delivered as per agreed schedule
- Loading, unloading, and handling fees actually performed
- Additional services explicitly requested by the Customer (special reports, delivery, etc.)
- Periods during which goods exited the warehouse and were returned
Goods Retrieval
Upon contract termination, the Customer must:
- Schedule goods pickup within the specified window (default: 14 days)
- Settle all outstanding financial obligations before goods exit
- Provide a signed clearance document upon full goods retrieval
- Ensure suitable transportation is available for the goods type
Disputes & Objections
Should any dispute arise regarding refund calculation or cancellation procedures:
- Objection must be submitted to the Company in writing within 14 days of decision notification
- The Company commits to formal response within 7 business days
- If amicable resolution is not reached, the dispute is referred to the competent Saudi judicial authority
Policy Updates
This policy may be updated periodically to reflect operational or regulatory changes. Amendments apply to new contracts from publication date; existing contracts remain governed by the policy version in effect at signing.
Contact
To submit a cancellation or refund request, or for any inquiry:
- Phone: +966 56 763 6056 or +966 54 185 1076
- WhatsApp: +966 56 763 6056
- Web: freezing-world.com