Last updated: 28 August 2026
This policy explains how cancellations, no-shows, and refunds are handled for bookings made with Chill Freez Transport L.L.C. (DET License No. 1510798) for chiller vans, freezer vans, refrigerated vans, and refrigerated/chiller/freezer trucks. It supplements our Terms & Conditions and should be read alongside it.
1. Cancelling Before Dispatch
| Notice given before scheduled pickup | Refund |
|---|---|
| 24 hours or more | Full refund of any advance payment, minus payment-processing fees (if applicable) |
| 6–24 hours | 50% refund of advance payment |
| Less than 6 hours / no-show | No refund; vehicle is treated as dispatched and full daily rate applies |
Corporate accounts with a signed monthly contract are governed by the cancellation clause in that specific agreement, which takes precedence over the table above.
2. Cancellations After Dispatch
Once a vehicle has been dispatched (left our yard or the driver has begun the route to your pickup/loading point), the booking is considered active and the applicable rental fee for that period is payable in full, even if the Customer cancels after dispatch.
3. Rescheduling
We understand delivery schedules shift. You may reschedule a booking free of charge if you notify us at least 6 hours before the original pickup time, subject to vehicle availability on the new date. Rescheduling requests inside the 6-hour window are treated as a cancellation under Section 1.
4. Monthly Rentals
- Monthly rental agreements may be cancelled early subject to the notice period stated in the signed agreement (typically 7–14 days’ written notice).
- Prepaid amounts for unused full months, beyond any agreed notice period, are refunded pro-rata; the notice-period portion is not refundable, as the vehicle is held exclusively for the Customer during that time.
5. Security Deposit Refunds
- Security deposits are refunded after the vehicle is returned and inspected.
- Deductions may apply for: outstanding rental fees, fuel shortfall, traffic fines/Salik charges incurred during the rental, cleaning fees, or repair costs for damage beyond normal wear and tear (see Terms & Conditions, Sections 5–8).
- Refunds are processed to the original payment method or bank transfer, typically within a reasonable number of business days after inspection is complete.
6. Vehicle Breakdown or Non-Delivery by ChillFreez
If ChillFreez is unable to deliver a booked vehicle (e.g., due to mechanical breakdown, or if a replacement cannot be provided within a reasonable time), the Customer is entitled to a full refund of any advance payment for the affected period, or a credit toward a future booking, at the Customer’s choice.
7. Force Majeure
Refunds and cancellation fees relating to delays or non-performance caused by events beyond ChillFreez’s reasonable control (e.g., severe weather, road closures, government restrictions) will be handled fairly and in good faith, on a case-by-case basis.
8. How to Request a Cancellation or Refund
Contact us as early as possible via:
- WhatsApp/Phone: +971 52 549 5268
- Email: info@chillfreez.com
Please include your booking reference, vehicle type, and original pickup date/time so we can process your request quickly.
Frequently Asked Questions
How much notice do I need to give to cancel a chiller van booking?
At least 24 hours before pickup for a full refund of any advance payment. Cancellations within 6–24 hours receive a 50% refund; less than 6 hours or a no-show is non-refundable.
Is my security deposit fully refundable?
Yes, in full, provided the vehicle is returned on time, with the agreed fuel level, and without damage beyond normal wear and tear, and with no outstanding fines.
What happens if ChillFreez’s vehicle breaks down during my rental?
We will provide a comparable replacement as quickly as possible or refund the affected portion of your rental fee — your choice.
Can I cancel a monthly rental contract early?
Yes, subject to the notice period in your signed agreement (typically 7–14 days). Unused months beyond the notice period are refunded pro-rata.
This policy is a general template and does not constitute legal or financial advice. Specific refund amounts, deposit levels, and notice periods should be confirmed in your signed rental agreement and reviewed by a UAE-licensed lawyer for full compliance.