Privacy Policy

Privacy Policy

Welcome to Marsa Express Cargo LLC. By accessing and using our website (www.marsaexpress.com) and services, you agree to comply with the following terms and conditions. Please read them carefully before proceeding.

1. General Terms

  • These terms govern your use of our website and logistics services, including domestic and international shipping, freight forwarding, and related services.
  • By accessing our website or booking a shipment, you agree to be bound by these terms and applicable laws.
  • We reserve the right to update or modify these terms at any time without prior notice. Continued use of our website after changes constitutes acceptance of the new terms.

2. Services & Shipments

  • Marsa Express Cargo LLC provides domestic and international shipping solutions, including air freight, sea freight, and express cargo services.
  • Customers must provide accurate shipping details, including addresses, weights, and package dimensions. Inaccurate information may lead to additional charges or shipment refusal.
  • We reserve the right to refuse shipments that violate our policies or any local/international regulations.

3. Pickup & Delivery

  • Pickup and delivery timelines are estimated and may be affected by external factors such as customs clearance, weather conditions, or carrier delays.
  • Customers must ensure that shipments are properly packaged. Marsa Express Cargo LLC is not responsible for damages due to poor packaging.
  • A valid recipient must be available to receive the delivery. Failed deliveries due to incorrect addresses or recipient unavailability may incur additional charges.

4. Prohibited & Restricted Items

  • Customers must ensure that shipments do not contain prohibited or restricted items, including but not limited to hazardous materials, illegal substances, perishable goods, or contraband.
  • Shipments containing prohibited items may be refused, confiscated, or reported to authorities.
  • A full list of restricted items is available on our website.

5. Fees, Payments & Taxes

  • Shipping rates are subject to change based on market conditions and fuel surcharges.
  • Customers must pay all applicable shipping fees, duties, and taxes before dispatch. Unpaid charges may result in shipment delays or cancellations.
  • Refunds, if applicable, will be processed according to our refund policy.

6. Shipment Cancellation & Refunds

  • Shipment cancellations must be requested before dispatch. Cancellations after pickup may incur additional charges.
  • Refund eligibility depends on the shipment status and service type. Some fees, including third-party costs, may be non-refundable.
  • Our detailed refund policy is available on our website.

7. Refund Policy

At Marsa Express, we strive to provide reliable and efficient freight services to all our customers. Please read our refund policy carefully to understand your rights and our obligations.

7.1 Service Cancellations

  • Customers may request a cancellation before the shipment is picked up or dispatched.
  • If the cancellation is made within 24 hours of booking and before service initiation, a full refund will be issued.
  • Cancellations made after shipment dispatch may not be eligible for a refund unless expressly written.

7.2. Refund Eligibility

Refunds may be considered in the following cases:

  • Service not rendered due to reasons directly attributable to Marsa Express.
  • Overpayment or duplicate payments.
  • Undelivered shipments due to internal error or mismanagement.

7.3. Non-Refundable Situations

No refund will be provided in the following cases:

  • Delays or delivery failures caused by incorrect shipment information provided by the customer.
  • Shipments held or rejected due to customs or regulatory issues.
  • Acts of nature or force majeure (weather conditions, strikes, etc.).
  • Services already rendered or partially completed.

7.4. Refund Process

  • Refund requests must be submitted in writing to our Customer Support team at info@marsaexpress.com within 7 days of the shipment date.
  • Approved refunds will be processed within 7–14 business days and credited back to the original method of payment.

8. Liability & Claims

  • Marsa Express Cargo LLC is not liable for indirect, incidental, or consequential damages arising from shipment delays, loss, or damage unless covered under our insurance policy.
  • Customers must submit claims for lost or damaged shipments within the specified claim period, along with supporting documentation.
  • We are not responsible for delays or losses caused by third-party carriers or customs authorities.

9. Customs & International Shipments

  • Customers are responsible for ensuring compliance with the customs regulations of the destination country.
  • Any customs duties, taxes, or clearance delays are the responsibility of the shipper/receiver.
  • Marsa Express Cargo LLC is not liable for any delays caused by customs procedures.

10. Website Use & Intellectual Property

  • All content on www.marsaexpress.com, including text, graphics, logos, and images, is the property of Marsa Express Cargo LLC. Unauthorized use, reproduction, or distribution is prohibited.
  • Users must not engage in fraudulent activities, hacking, or misuse of the website.
  • Any unauthorized access attempts may result in legal action.

11. Data Collection & Use

  • We collect and process customer data in accordance with the UAE Personal Data Protection Law (Federal Decree Law No. 45 of 2021). By using our services, you consent to the collection and use of your data as outlined in our Privacy Policy.
  • We do not sell customer data and only share it with third parties as required to fulfill our services or comply with legal obligations. Appropriate safeguards are in place to protect your personal information.

12. Governing Law & Dispute Resolution

  • These terms shall be governed by and interpreted in accordance with the laws of the United Arab Emirates.
  • Any disputes shall be resolved through negotiation. If a resolution cannot be reached, disputes will be subject to the jurisdiction of UAE courts.

If you have any questions or require further clarification regarding these terms, please contact us at info@marsaexpress.com.

Thank you for choosing Marsa Express Cargo LLC for your shipping and logistics needs.

📧 Email: info@marsaexpress.com
📞 Phone: +971 4 834 6896
📍 Address: Marsa Express Cargo LLC, Office 1810, 18th Floor, Citadel Tower Marasi Drive Street, Business Bay, Dubai, United Arab Emirates