Question 1

How do I create a Khlasha account?

Accepted Answer

Click "Create your free account" in the top-right, choose whether you ship or provide logistics services, and verify your email. Setup takes under two minutes and there is no cost to register.

Question 2

Can I switch between a shipper and a provider account?

Accepted Answer

Yes. From Settings → Account type you can request to add a provider profile to an existing shipper account. Provider profiles go through a short verification review before they go live.

Question 3

I forgot my password — how do I reset it?

Accepted Answer

On the sign-in screen choose "Forgot password" and enter your registered email. We send a secure reset link valid for 30 minutes.

Question 4

How do I update my company details?

Accepted Answer

Open Settings → Company profile to edit your trade name, CR number, VAT details and contact information. Changes to legal details may require re-verification.

Question 5

What payment methods does Khlasha support?

Accepted Answer

We accept Mada, Visa, Mastercard, Apple Pay and bank transfer (SAR). Enterprise accounts can also request invoicing with agreed payment terms.

Question 6

When am I charged for a booking?

Accepted Answer

Your card is authorised when you confirm a booking and captured once the provider accepts. If a provider declines, the authorisation is released automatically within a few business days.

Question 7

How do I get a VAT invoice?

Accepted Answer

Every completed booking generates a VAT-compliant invoice under Billing → Invoices. You can download a PDF or have it emailed to your finance team automatically.

Question 8

Are provider quotes inclusive of all fees?

Accepted Answer

Quotes show the all-in price including handling and platform fees. Customs duties and taxes payable to authorities are shown separately where applicable.

Question 9

How do I list my logistics services on Khlasha?

Accepted Answer

Register a provider account, complete verification (CR, licences, service modes you cover), then publish your service catalogue. Once approved you start receiving matching quote requests.

Question 10

How does provider verification work?

Accepted Answer

We review your commercial registration, relevant transport or freight-forwarding licences, and operating history. Most reviews complete within 2–3 business days.

Question 11

How and when do providers get paid?

Accepted Answer

Funds are released to your registered bank account after the shipment milestone you agreed to (typically pickup confirmation or delivery). Payouts are processed in SAR.

Question 12

How are ratings calculated?

Accepted Answer

Ratings combine on-time performance, customer reviews and dispute history. They update continuously and are shown to shippers when comparing quotes.

Question 13

I want to list my company as a provider.

Accepted Answer

Pick "Become a provider" above and tell us your services and routes. Our partnerships team will walk you through onboarding and verification.

Question 14

How do I get a quote?

Accepted Answer

Enter your origin, destination, cargo type and timing once. Khlasha returns verified provider quotes you can compare by price, transit time and rating — then book the best fit.

Question 15

Can I compare providers across sea, land, air and customs?

Accepted Answer

Yes — that is the core of Khlasha. A single search surfaces options across every shipping mode so you can weigh cost against speed in one place.

Question 16

What if my cargo needs special handling?

Accepted Answer

When requesting a quote you can flag temperature control, hazardous goods, oversized cargo and more. Only providers qualified for those requirements will quote.

Question 17

Can I get a quote without registering?

Accepted Answer

Yes. Use the form above or the home-page search to compare provider quotes by price, time, and rating before you create an account.

Question 18

How do I track my shipment?

Accepted Answer

Open the shipment from your dashboard to see live milestones, current location, and estimated arrival. Tracking IDs follow the format KHL-00000.

Question 19

What do the shipment statuses mean?

Accepted Answer

In transit means your cargo is moving, Customs hold indicates a clearance step in progress, and Delivered confirms completion. You receive a notification at each milestone.

Question 20

Can I change or cancel a booking?

Accepted Answer

Changes depend on the provider and shipment stage. Before pickup most bookings can be amended or cancelled from the shipment page; after pickup, contact the provider through Khlasha messaging.

Question 21

Where can I find shipping documents?

Accepted Answer

Bills of lading, customs paperwork and invoices live under the Documents tab of each shipment, available to download at any time.

Question 22

Do you handle customs clearance?

Accepted Answer

Yes — customs clearance, sea, land, and air freight, warehousing, and laboratory services are all available through verified providers on the platform.

Question 23

How do I contact Khlasha support?

Accepted Answer

Use the Contact support button below, or reach us in-app via chat. Our team replies within a few hours, every day of the week.

Question 24

How are disputes between shippers and providers handled?

Accepted Answer

Open a dispute from the relevant shipment and our resolution team mediates, reviewing messages, documents and milestones before recommending an outcome.

Question 25

Is my data secure on Khlasha?

Accepted Answer

Yes. Data is encrypted in transit and at rest, and we only share shipment details with the providers you choose to engage.

Question 26

How fast will I get a reply?

Accepted Answer

Our specialists respond to every message within one business day. For active shipments, the support center and online tracking run around the clock.

How can we help you?

Account & profile