Service Level Agreement
Service Level Agreement
Our commitment to you on every trip — from confirmation to delivery.
We hold ourselves to clear service standards for every customer. The commitments below outline our core promises around response time, on-time delivery, and cold chain integrity. For any urgent escalation, our operations team is available during the support hours listed below.
Fast booking confirmation
Every booking request is confirmed within minutes with a trip code and tracking details.
On-time pickup commitment
The refrigerated vehicle arrives at the agreed time, with immediate notice of any change.
Cold chain guarantee
Required temperature is maintained throughout the trip, with continuous logging and monitoring.
Continuous live tracking
A live GPS tracking link is available to the customer from trip start until delivery.
Rapid issue escalation
Operations team responds to any report or unexpected delay within minutes.
Documented proof of delivery
Clear delivery confirmation for every trip, with an official invoice downloadable from the portal.
Business hours
Support is available daily from 9 AM to 9 PM (Cairo time), with a 24/7 emergency line for active trips.
Contact us
For any urgent escalation on an active trip, contact our operations team directly using the details on the Contact page or below.