The option to cancel a shipping order is available at any time, at no cost and with no cancellation fee, as long as the order has not yet been assigned (dispatched) to a Carrier (transporter).

Our services are considered rendered when a Carrier (transporter) is assigned to an order. Refunds will be processed within 7 business days of the cancellation request. Cancellation of an order must be submitted in writing via email sent to info@quatrixglobal.com.

Once a Carrier (transporter) has been assigned (dispatched) to a shipping order, Quatrix Global notifies Customer via Quatrix shipper application or via email (to the email address provided at service booking) or via SMS on the customer’s registered mobile number. If Customer decides to cancel the shipping order after a Carrier (transporter) has been assigned (dispatched), a cancellation fee will be applied, as our services have been rendered.

The following refund guidelines will apply if you decide to cancel your order:

1. If you have booked a vehicle, paid but we have not dispatched the vehicle to your pickup location, 100% refund will apply.
2. If you have booked a vehicle, paid and we have dispatched the vehicle to your pickup location, only 50% refund will apply.
3. If you have booked a vehicle, paid but the vehicle breaks down upon arrival at the pickup location, 100% refund will apply if we are unable to provide an alternative vehicle.

For any enquiries regarding our cancellation and refund policy, please email us as soon as possible via info@quatrixglobal.com, or call us on +254 711 254 254.