Payment & Refund Policy

Because we source, procure, supply, coordinate, and ship equipment, machinery, spare parts, vehicles, components, and other products internationally, payment terms may vary depending on:

• Product or equipment type
• Order value
• Supplier requirements
• Country of origin
• Destination country
• Manufacturing or preparation lead time
• Shipping requirements
• Inspection requirements
• Transaction risk
• Agreed Incoterm
• Banking arrangements

Unless otherwise stated in your quotation or agreement, our standard transaction structure consists of:

1. 1.Procurement & Sourcing Fee: 5%
2. 2.Initial Equipment Payment: normally 70%
3. 3.Final Equipment Payment: normally 30%

The 70/30 arrangement is a commercial payment structure and is not represented as a requirement of international import or export law.

Alternative payment terms may be agreed in writing for specific transactions.

Before procurement activities commence, the customer is required to pay a Procurement & Sourcing Fee equivalent to 5% of the applicable procurement value, unless a different amount is stated in the quotation or Procurement & Sourcing Agreement.

This fee enables us to commence activities that may include:

• Product and equipment sourcing
• Supplier identification
• Supplier communication
• Commercial negotiations
• Availability verification
• Technical specification coordination
• Procurement administration
• Supplier due diligence
• Logistics research
• Freight planning
• Documentation preparation
• Order coordination
• Inspection coordination
• Transaction management

No procurement obligation arises until the required initial fee has been received and cleared unless otherwise agreed by us in writing.

Nature of the Procurement & Sourcing Fee

The Procurement & Sourcing Fee is a professional service and engagement fee.

Unless otherwise expressly stated in writing, it is separate from the purchase price of the equipment or goods being sourced.

The 5% Procurement & Sourcing Fee is generally non-refundable once procurement work has commenced.

Procurement work will be considered to have commenced once we have undertaken one or more activities relating to the customer's request, including supplier engagement, sourcing, negotiations, verification, reservations, documentation, logistics coordination, or other procurement-related services.

A refund of the Procurement & Sourcing Fee may be considered where:

• We decline the transaction before procurement activities begin;
• We are unable to commence the requested procurement service;
• Payment was received in error or duplicated; or
• We expressly agree in writing that the fee is refundable.

A customer's decision not to proceed after procurement activities have commenced does not ordinarily entitle the customer to a refund of the Procurement & Sourcing Fee.

After the required equipment, machinery, parts, or products have been identified and the customer approves the commercial terms, we may issue a:

• Formal Quotation;
• Proforma Invoice;
• Procurement Agreement;
• Purchase Order request; or
• Other commercial document.

Unless different terms are specified, the standard equipment payment structure may be:

70% Initial Equipment Payment

The customer pays approximately 70% of the equipment purchase value after acceptance of the quotation or Proforma Invoice and before the equipment order is placed, reserved, purchased, manufactured, prepared, or otherwise committed.

The order will not normally be considered confirmed until cleared funds have been received.

30% Final Equipment Payment

The remaining approximately 30% balance is generally payable after the agreed pre-shipment verification stage and before:

• Shipment;
• Release of the equipment;
• Release of original shipping documents;
• Transfer of title where applicable; or
• Another contractual milestone specified in the transaction documents.

The exact payment milestone will be stated in the customer's quotation, invoice, or agreement.

Certain transactions may require different payment arrangements.

Depending on transaction size, supplier requirements, customer relationship, jurisdiction, and commercial risk, we may agree to arrangements including:

• Different deposit percentages;
• Milestone-based payments;
• Full advance payment;
• Documentary collection;
• Letters of Credit;
• Escrow or controlled payment arrangements;
• Bank guarantees; or
• Other mutually agreed banking instruments.

Alternative arrangements are only valid when confirmed by us in writing.

Approved payment methods may include:

• Bank transfer;
• International wire transfer;
• Approved electronic payment services;
• Letter of Credit where accepted;
• Other payment methods expressly approved by us.

Payment instructions will be provided on official commercial documents or through authorized company communication channels.

Customers must verify payment details before transferring funds.

We will never instruct a customer to make payment to an unrelated personal bank account.

If you receive payment instructions that differ from those appearing on our official invoice or authorized communication, contact us before making payment.

An order, reservation, sourcing engagement, or shipment is not considered paid merely because a payment instruction or transfer confirmation has been submitted.

Payment is considered received only when cleared funds become available in the designated account.

Processing times involving international banks, intermediary banks, correspondent banks, or payment processors are outside our direct control.

Transactions may be quoted in currencies including, but not limited to:

• United States Dollars (USD);
• United Arab Emirates Dirhams (AED);
• Euros (EUR);
• British Pounds Sterling (GBP); or
• Another currency specified in the quotation.

The customer must pay in the currency stated on the relevant invoice unless otherwise authorized in writing.

Any exchange-rate conversion performed by the customer's bank or payment provider is the customer's responsibility.

Unless otherwise stated, the customer is responsible for banking costs associated with sending payment.

This may include:

• International wire fees;
• Correspondent bank fees;
• Intermediary bank charges;
• Currency conversion costs;
• Payment processor fees; and
• Other charges imposed by the customer's financial institution.

The amount received by us must equal the amount stated as payable on the applicable invoice.

Where banking charges result in a shortfall, the outstanding amount must be settled before the relevant transaction milestone can proceed.

Quotes are valid only for the period stated in the quotation.

Prices may change before order confirmation because of circumstances including:

• Manufacturer price changes;
• Supplier price changes;
• Currency fluctuations;
• Freight-rate changes;
• Fuel surcharges;
• Government charges;
• Taxes or duties;
• Port charges;
• Insurance costs;
• Product availability;
• Raw-material costs; or
• Other external commercial factors.

Once a purchase has been formally confirmed and payment received, pricing will be governed by the applicable transaction documents.

If the customer wishes to cancel after paying the Procurement & Sourcing Fee but before paying the equipment order amount, the customer should notify us immediately in writing.

Where procurement activities have already commenced, the Procurement & Sourcing Fee remains non-refundable unless otherwise agreed.

No equipment payment refund issue arises where no equipment payment has yet been made.

Once a supplier order, manufacturer order, equipment reservation, purchase commitment, customization instruction, shipping booking, or other binding procurement commitment has been made, cancellation rights may be significantly restricted.

Cancellation after this stage may result in deductions for costs including:

• Supplier cancellation charges;
• Manufacturer penalties;
• Non-refundable deposits;
• Equipment reservation fees;
• Inspection costs;
• Banking fees;
• Storage charges;
• Freight cancellation fees;
• Customs-related expenses;
• Documentation expenses;
• Administrative costs; and
• Other amounts already committed or incurred.

Any refundable balance will only be determined after all applicable costs, losses, and contractual obligations have been identified.

Orders involving equipment manufactured, modified, configured, branded, assembled, or acquired specifically for a particular customer may be non-cancellable and non-refundable once production or procurement has commenced.

This may include:

• Factory orders;
• Custom machinery;
• Special configurations;
• Modified equipment;
• Customer-specific components;
• Special-order spare parts;
• Customized attachments; and
• Products not normally held in inventory.

Any special cancellation provisions will be communicated in the relevant quotation or agreement.

Used machinery and equipment are sold or procured according to the condition disclosed in the applicable quotation, inspection documentation, photographs, videos, or other transaction records.

Where an inspection opportunity has been provided and the customer approves the equipment following inspection, cancellation based solely on previously disclosed condition characteristics will normally not constitute grounds for a refund.

Customers are encouraged to request an independent inspection where appropriate.

Depending on the transaction, equipment may be subject to:

• Internal inspection;
• Supplier inspection;
• Customer-appointed inspection;
• Independent third-party inspection; or
• Documentary verification.

Where customer approval is required before shipment, approval may be established through:

• Written confirmation;
• Signed inspection report;
• Email confirmation;
• Customer-authorized representative approval; or
• Payment of the final balance after inspection information has been supplied.

The scope of any inspection will be determined by the applicable commercial agreement.

Occasionally, equipment or goods may become unavailable after an enquiry or quotation because of circumstances outside our control.

If the originally specified product becomes unavailable before a binding purchase has been completed, we may:

• Offer an equivalent or alternative product;
• Source the same product from another supplier;
• Revise the delivery schedule; or
• Offer an appropriate refund of funds applicable to the unavailable goods.

The customer will not be required to accept a materially different substitute without agreement.

Where funds have already been committed to a manufacturer or supplier and that supplier subsequently fails to perform, refunds may depend on our ability to recover the funds from the supplier or other responsible party.

We will take commercially reasonable steps to:

• Investigate the issue;
• Pursue supplier performance;
• Seek replacement supply where appropriate; or
• Recover funds where legally and commercially possible.

Any treatment of customer funds in these circumstances will be determined by the applicable procurement agreement and transaction circumstances.

Shipping charges may be:

• Included in the equipment quotation;
• Quoted separately;
• Payable directly to a freight provider; or
• Adjusted before shipment where freight pricing was provisional.

The relevant quotation will indicate the agreed delivery basis.

International shipping arrangements may be governed by agreed Incoterms®.

Unless specifically included in the agreed quotation, customers may be responsible for charges including:

• Import duties;
• VAT, GST, or other taxes;
• Customs clearance;
• Destination port charges;
• Inspection charges;
• Storage;
• Demurrage;
• Registration;
• Licensing;
• Certification;
• Local transportation; and
• Other destination-country fees.

Responsibility for these charges will depend on the agreed Incoterm and contractual documentation.

Such charges are not normally refundable by us because they may be imposed by governments, customs authorities, ports, carriers, brokers, or other third parties.

Estimated delivery dates are provided in good faith but may be affected by circumstances outside our reasonable control, including:

• Vessel schedules;
• Port congestion;
• Customs inspections;
• Weather;
• Supplier delays;
• Manufacturing delays;
• Transport disruption;
• Government restrictions;
• Documentation processing;
• Industrial action;
• War or civil unrest;
• Natural disasters;
• Carrier delays; and
• Force majeure events.

A shipping or logistics delay does not automatically create a right to cancel an already-procured order or receive a refund.

If the customer fails to pay an outstanding balance by the required date, we may suspend:

• Shipment;
• Document release;
• Equipment release;
• Delivery;
• Transfer of title; or
• Further procurement services.

Additional costs arising from delayed payment may be charged to the customer where permitted and applicable.

These may include storage, port costs, supplier charges, demurrage, financing costs, or administrative expenses.

An order may be considered abandoned where the customer repeatedly fails to:

• Make an outstanding payment;
• Provide required documentation;
• Accept delivery;
• Arrange customs clearance;
• Respond to material transaction communications; or
• Complete another contractual obligation.

Any resulting storage, demurrage, supplier, transport, or administrative costs may be deducted from amounts otherwise refundable.

Treatment of abandoned goods will be governed by the applicable agreement and applicable law.

Refund requests must be submitted in writing and should contain:

• Customer name;
• Company name, where applicable;
• Invoice number;
• Order or transaction number;
• Amount paid;
• Payment date;
• Reason for refund request; and
• Supporting documentation where relevant.

Submitting a refund request does not automatically mean that a refund will be approved.

Each request will be reviewed against:

• The applicable agreement;
• Procurement status;
• Supplier commitments;
• Costs already incurred;
• Shipping status;
• Inspection status;
• Cancellation terms; and
• Applicable law.

Where a refund is approved, the refundable amount will be communicated to the customer.

Refunds will generally be returned using an appropriate banking method to the original payer or originating account wherever reasonably possible.

For fraud prevention and regulatory reasons, we may request identity, business, banking, or payment verification before processing a refund.

We reserve the right to decline a request to refund funds to an unrelated third party.

Where legally permitted, refunds may be reduced by genuine non-recoverable transaction costs already incurred, including:

• Bank charges;
• Currency conversion losses;
• Payment processing costs;
• Supplier charges;
• Inspection charges;
• Freight cancellation costs;
• Documentation fees; and
• Other third-party costs associated with the transaction.

Any deductions will be determined according to the applicable agreement and circumstances of the transaction.

If a customer accidentally sends:

• A duplicate payment;
• An excess payment; or
• Payment to an incorrect invoice,

the customer should contact us immediately.

After verification, legitimate overpayments may be:

• Credited toward the customer's transaction;
• Applied to another approved invoice; or
• Refunded.

Applicable banking or processing charges may be deducted where permitted.

Customers should contact us directly before initiating a chargeback or payment dispute so that we have an opportunity to investigate and resolve the issue.

Fraudulent, abusive, or unjustified chargebacks may result in:

• Suspension of the transaction;
• Suspension of future services;
• Recovery proceedings; or
• Submission of relevant transaction records to banks, payment providers, insurers, or competent authorities.

Nothing in this section limits any legal right a customer may have under applicable law.

High-value international trade transactions may be subject to enhanced verification.

We may request documents including:

• Identification;
• Company registration documents;
• Beneficial ownership information;
• Proof of address;
• Purchase authorization;
• Source-of-funds information where reasonably required;
• Import permits;
• End-user information; or
• Other compliance documentation.

We reserve the right to delay, decline, suspend, or cancel a transaction where required for regulatory, sanctions, fraud-prevention, banking, export-control, or compliance reasons.

Any refund in such circumstances will remain subject to applicable legal and banking restrictions and costs already incurred.

Unless expressly agreed by us, payments made by bank transfer or another electronic payment method will not be refunded in cash.

Refunds will generally be made through traceable banking channels.

Every international procurement transaction is different.

Accordingly, your:

• Quotation;
• Procurement & Sourcing Agreement;
• Proforma Invoice;
• Purchase Order;
• Commercial Invoice; and
• Shipping documentation

may contain additional or different payment conditions.

Where a transaction-specific document expressly conflicts with this general Policy, the transaction-specific agreement will govern that transaction to the extent of the conflict.

We may update this Payment & Refund Policy periodically to reflect changes in our services, transaction procedures, banking arrangements, legal requirements, or commercial practices.

The version published on our website will display the most recent revision date.

Changes will not retroactively alter the terms of an already executed transaction unless agreed in writing or required by applicable law.

Questions concerning payments, invoices, refunds, cancellations, or procurement transactions should be submitted through the official contact details published on our website.

For security reasons, customers should never rely on banking instructions received from an unverified third party.

Always verify payment instructions using our official company communication channels before transferring funds.