General Service Policy
Effective date: 6 September 2026. Applies to all clients and merchants using lamlogi.com and LAM Global Trading services, including ACD/ECTN certification, vessel chartering, freight forwarding, and warehousing.
1. Purpose & Scope
This policy sets out the service standards, return and refund terms, and support commitments that apply across LAM Global Trading L.L.C. (Oman) and its affiliated operating entities — NAWA LTD (Sudan), Finmark Trading Ltd (Egypt), and the HiSAB Hub (Türkiye) — collectively "LAM," "we," or "LAM Global." It governs services offered through lamlogi.com and its client portal, with particular emphasis on the ACD/ECTN certification service. This policy supplements, and does not replace, the lamlogi.com Terms of Service and Privacy Policy.
2. Service Delivery Standards
ACD/ECTN certificates are filed and issued digitally through the lamlogi.com client portal. LAM's standard commitment is to issue the ACD/ECTN certificate for every supported destination — Sudan, Turkey, Egypt, Djibouti, Kenya, and Malawi — within 2 working days of receiving complete documentation and confirmed payment. For Sudan-bound cargo, ACD/ECTN documentation must be submitted at least 48 hours before vessel departure. The 2-working-day target assumes complete and accurate documentation; incomplete submissions restart the applicable processing window from the date the missing information is received.
3. Return & Refund Policy — ACD/ECTN Certification
3.1 Service guarantee. If LAM is unable to issue the ACD/ECTN certificate within 72 hours of receiving (a) complete and accurate shipment documentation and (b) confirmed payment, the client is entitled to a full refund of the service fee paid for that request. At the client's option, the client may instead choose to let LAM continue processing the request at no additional charge, in which case the 72-hour guarantee is waived for that specific request.
3.2 Exclusions. The 72-hour guarantee does not apply, and no refund is due under this clause, where the delay results from: incomplete, incorrect, or unclear documents supplied by the client; information requests to the client that go unanswered for more than 24 hours; action, inspection, holiday closure, or delay by a destination-country customs authority or other government body outside LAM's control; or force majeure events (including but not limited to port closures, civil unrest, natural disasters, or telecommunications outages).
3.3 Refund method and timing. Approved refunds are issued to the original payment method within 5 business days of approval. Where the original payment method cannot accept a refund, LAM will issue a bank transfer or platform credit at the client's choice.
3.4 How to request a refund. Clients may request a refund by replying to their ACD case in the lamlogi.com portal, or by contacting the regional support desk listed in Section 5. Requests should reference the ACD case/reference number and be submitted within 14 days of the 72-hour deadline lapsing.
3.5 Other services. Vessel chartering, freight forwarding, warehousing, and compliance-advisory engagements are governed by their specific Charter Party, Bill of Lading, or service agreement, which sets out any applicable cancellation, delay, or refund terms for that engagement.
4. General Terms of Service
Acceptance. By accessing lamlogi.com or engaging LAM for any service, the client accepts this policy together with the lamlogi.com Terms of Service. Logistics services remain additionally governed by their specific Bill of Lading or Charter Party agreement.
Nature of information. Content on lamlogi.com is informational and does not constitute a binding operational contract until formally executed by an authorised LAM agent.
Governing law. This policy is governed by the laws of the Sultanate of Oman, without prejudice to any mandatory consumer-protection law applicable in the client's own jurisdiction.
Amendments. LAM may update this policy from time to time. The effective date at the top of this document reflects the version currently in force. Material changes will be posted on lamlogi.com.
5. Customer Support & Communication Channels
Clients can reach LAM through the lamlogi.com contact form (routed to the relevant regional desk), phone, WhatsApp, email, and the AI assistant embedded on lamlogi.com. Support is available in English, Arabic, and Turkish, with regional desks in Muscat (Oman HQ), Khartoum / Port Sudan (Sudan), Cairo & Alexandria (Egypt), and Istanbul & Mersin (Türkiye).