Cancellation, Refund & Service Credit Policy
When you can cancel an order, how and when you get your money back, and how service credit works — in line with the E-Commerce Law and its Implementing Regulations.
Cancelling an order
| When you cancel | Outcome |
|---|---|
| Before a technician accepts | Free cancellation, full refund |
| After acceptance, before the technician arrives | Free within 5 minutes of acceptance; after that a fixed call-out fee shown to you before confirming may apply (if any), and the rest is refunded |
| After arrival is PIN-verified and work has started | Not cancellable because the service has begun (Article 13 of the E-Commerce Law); your complaint and guarantee rights remain |
| Technician did not arrive or is more than 60 minutes late for the confirmed time | Free cancellation, full refund |
| Service could not be performed for a reason on our or the technician's side | Full refund |
In all cases a consumer may rescind the contract within seven days of the contract date if they have not received or benefited from the service, and may cancel and be refunded if performance is delayed more than fifteen days beyond the contract date or agreed date, unless the delay is due to force majeure.
How to cancel: Order screen → "Cancel order", via Support in the app, or at info@fleetcare.com.sa.
How and when refunds are made
- Refunds go to the original payment method by default, or as service credit only if you expressly choose it.
- We start the refund within 3 business days of approval; it usually arrives within 3–14 business days depending on the card issuer.
- We issue an electronic credit note against the invoice for every refund.
- Partial refund: if only part of the service was performed, the unperformed part is refunded.
Unsatisfactory service
If the service did not match what you ordered or a defect caused by it appears within 7 days, report it with photos. We review the proof photos and redo the work for free or refund it in full or in part, replying within 5 business days.
Service credit
- Closed-loop in-platform credit in Saudi riyals, only for paying for FleetCare services.
- Not transferable to another user, not e-money or a deposit, and earns no interest.
- Credit from a refund or a paid top-up: does not expire, and you can ask for it to be paid back to the original payment method when closing your account.
- Free promotional credit: has an expiry date shown when granted and is not redeemable for cash.
Rental companies
For rental companies, the cancellation, billing and refund terms in their signed service agreement apply; where it is silent, this policy applies.