Fast booking confirmation
Every booking request is confirmed within minutes with a trip code and tracking details.
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.
Service level targets
Operational standards we work to for refrigerated transport — realistic and measurable.
Standard
Target
Details
Booking confirmation
During business hours
Request intake and trip reference with tracking details during support hours.
Pickup appointment
As agreed
Vehicle arrives at the agreed time, with immediate notice of any change.
Cold chain
Controlled temperature
Required temperature is monitored throughout refrigerated trips.
Live tracking
GPS start to finish
A live tracking link is available from trip start until delivery.
Support & escalation
Prompt response
Reports and unexpected delays are handled during support hours, with an emergency line for active trips.
Proof of delivery
Clear documentation
Documented delivery confirmation for every trip, with invoice access from the portal when available.
What we commit to in practice
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.
Support & escalation
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.
These targets reflect our usual operating standards. Response times may vary with demand and operating conditions; we notify you promptly of any material change to your trip.