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Refund Policy

Last updated: June 10, 2026

This Refund Policy forms part of the CarRoots Terms of Service. CarRoots ("we," "us") is an intermediary marketplace operated by Kood Khafeef For Information Technology Establishment that connects customers with independent automotive service providers ("Vendors"). Refunds for paid bookings are handled according to this Policy, the policies of the relevant Vendor, and applicable laws of the Kingdom of Saudi Arabia.

1. When a Refund May Be Granted

A refund may be granted in the following cases:

  • The Vendor cancels your appointment and no suitable alternative slot is agreed;
  • The service was not provided as booked;
  • A duplicate or erroneous charge occurred;
  • Any other case where a refund is required by applicable consumer protection law.

2. When a Refund Is Not Available

Refunds are generally not available for:

  • No-shows — the vehicle was not present or accessible at the booked location and time;
  • Cancellations outside the applicable cancellation window displayed in the app at the time of booking;
  • Dissatisfaction claims raised after the service was completed and accepted, unless the service demonstrably failed to match what was booked;
  • Package or subscription balances that have been partially or fully consumed, except where required by law or by the issuing Vendor's stated conditions.

3. How to Request a Refund

  1. Contact the Vendor first through the in-app chat or complaint feature regarding service quality or cancellation. Most issues are resolved directly with the Vendor.
  2. If the issue is not resolved, contact CarRoots support at basel.khamis@gmail.com with your booking reference and payment details.
  3. We will review the request, coordinate with the Vendor where necessary, and notify you of the outcome.

4. How Refunds Are Processed

  • Approved refunds are processed through our payment gateway (Moyasar) to the original payment method used for the booking.
  • Bookings paid with a package or subscription balance are refunded to that balance, unless otherwise required by law.
  • Approved refunds typically appear within 5–14 business days, depending on your bank or card issuer. CarRoots has no control over bank processing times.

5. Partial Refunds

Where only part of a booking was affected (for example, a paid add-on that was not performed), a partial refund proportional to the unperformed portion may be issued.

6. Your Statutory Rights

Nothing in this Policy limits any rights you may have under the consumer protection laws of the Kingdom of Saudi Arabia.

7. Contact

For refund assistance, email basel.khamis@gmail.com with your booking ID.