Refund & Cancellation Policy
Effective Date: 24/09/2026
This Refund & Cancellation Policy applies to payments made to City Scape Customs Clearance (“City Scape”, “we”, “us”, or “our”) for customs clearance and related services through our website, payment links, bank transfers, or other approved payment methods.
Our services involve customs declarations, documentation, government procedures, border clearance, inspections, duties, taxes, and other time-sensitive activities. Accordingly, payments may be committed or applied immediately after payment is received.
1. Payment Confirmation
When a customer completes a payment through a City Scape payment link or other approved payment method, the payment is considered confirmed once the transaction has been successfully authorized and received by City Scape or its designated payment service provider.
Payment confirmation authorizes City Scape to proceed with the requested customs clearance or related service.
2. Non-Refundable Services
Unless otherwise required by applicable law or expressly agreed by City Scape in writing, payments are non-refundable once the requested service has commenced or City Scape has incurred, committed, or paid costs on behalf of the customer.
This may include, without limitation:
Customs clearance service charges;
Customs declaration and processing charges;
Documentation and handling charges;
Inspection and border handling charges;
Government customs duties and taxes;
Customs or government fees;
Permits and approval-related charges;
Transportation or third-party charges;
Advance payments made to customs authorities or other government entities; and
Other third-party costs incurred or committed in connection with the customer’s shipment.
3. Cancellation Before Service Commencement
A customer may request cancellation before City Scape has commenced the requested service.
Any refund or cancellation request will be reviewed individually based on the status of the transaction and the costs already incurred or committed by City Scape.
Where a refund is approved, amounts already paid to government authorities, customs authorities, banks, payment service providers, or third parties may not be refundable by City Scape.
Any applicable payment-processing or third-party charges may also be deducted where permitted.
4. Government Duties, Taxes and Official Charges
Where a customer payment includes customs duties, taxes, deposits, government fees, or other official charges, City Scape may use the payment to settle the relevant amount with the applicable authority.
City Scape does not control the refund procedures of government or customs authorities.
Where a government authority approves a refund or release of an amount, the refund will be handled in accordance with the applicable authority’s procedures and requirements.
5. Incorrect or Excess Payments
If a customer has made a duplicate payment, an incorrect payment, or has paid an amount exceeding the confirmed amount due, the customer should notify City Scape promptly.
City Scape will review the transaction and, where appropriate, arrange a correction or refund in accordance with the circumstances, applicable law, and payment-provider procedures.
6. Unauthorized or Fraudulent Transactions
If a customer believes that a payment was made without authorization, the customer must immediately notify City Scape and, where appropriate, the relevant bank or card issuer.
City Scape may request supporting information to investigate the transaction.
This policy does not limit any rights relating to unauthorized payment transactions that may apply under applicable law or the rules of the relevant payment provider or card scheme.
7. Refund Method
Where a refund is approved, City Scape will generally process the refund using the original payment method, subject to the procedures and requirements of the relevant payment service provider or bank.
Refund processing time may depend on the customer’s bank, card issuer, or payment service provider.
8. Customs Clearance Delays or Rejection
A customs clearance transaction may be delayed, rejected, inspected, held, or otherwise affected by customs authorities, government authorities, border authorities, documentation requirements, cargo restrictions, permits, classification issues, valuation issues, regulatory requirements, or circumstances outside City Scape’s control.
Such circumstances do not automatically create a right to a refund of City Scape service charges or third-party costs already incurred or committed.
Where a service cannot be completed due to circumstances attributable to City Scape and no service has been performed, City Scape may review the matter and determine an appropriate remedy in accordance with applicable law and the circumstances of the transaction.
9. Refund Request
Refund or cancellation requests should be submitted in writing to:
City Scape Customs Clearance
Email: accounts@city-scape.com
Telephone/WhatsApp: +97125463975
The request should include the customer’s name, company name, payment reference, invoice number, transaction date, amount paid, and reason for the request.
10. Important Notice
Customers are encouraged to review the service description, quotation, invoice, applicable charges, and these terms before completing payment.
By completing a payment, the customer confirms that the customer has reviewed and accepted the applicable charges and understands that customs clearance and related services may commence immediately after payment confirmation.
Nothing in this policy is intended to exclude or restrict any mandatory rights or remedies available to a customer under applicable UAE law.
City Scape reserves the right to amend this policy from time to time. The latest version published on this website will apply to future transactions.