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Refund Policy

Last updated: September 18, 2026

This Refund Policy forms part of the CarRoots Terms of Service. CarRoots ("we," "us") is an intermediary marketplace operated by مؤسسة جذور السيارة (English print on the commercial registration certificate: Establishment jdhur alssayara), unified national number 7040512423, 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 Is Issued

A refund is issued or may be issued in the following cases:

  • You cancel a paid wash while it is in booked, heading_over, or started status: full refund of the captured amount, through Moyasar to the original payment method.
  • You cancel a pack session before it is completed: the session is returned to the pack. That is not a cash refund.
  • Unused pack within 7 days of purchase, no wash used: full refund of the amount paid, through Moyasar to the original method (request in the app or email basel.khamis@gmail.com with the pack reference).
  • Capture succeeded and fulfillment then fails: refund through Moyasar to the original method.
  • Duplicate or erroneous charge.
  • The Vendor cancels and no suitable alternative slot is agreed, or the service was not provided as booked: a refund may be issued. A Vendor no-show is not an automatic refund in the app; the "service not provided" ground covers that situation when applicable.
  • Any other case where a refund is required by applicable consumer-protection or e-commerce law.

2. When a Cash Refund Is Not Issued

Cash refunds are not issued in these cases (except where required by law):

  • Pack session returned to the pack (see §1) — no cash for that cancel.
  • After 7 days from pack purchase, or after any wash from the pack has been used: unused leftover cash value is kept (0 cash refund of leftover).
  • Dissatisfaction claims raised after the service was completed and accepted, unless the service demonstrably failed to match what was booked.

If the shop does not provide a booked pack wash, that wash may still be refunded under §1 (service not provided); leftover pack cash rules in §2 do not close that path.

3. How to Request a Refund

  1. Use in-app cancel where it is offered (that path refunds a paid wash automatically while booked / heading_over / started).
  2. For a Vendor-fulfillment issue the app did not refund, contact the Vendor first through the in-app chat or complaint feature. Most issues are resolved directly with the Vendor.
  3. If unresolved, contact CarRoots support at basel.khamis@gmail.com with your booking or pack reference and payment details.
  4. We will review the request, coordinate with the Vendor where necessary, and notify you of the outcome.

4. How Refunds Are Processed

  • Approved or automatic card refunds are processed through our payment gateway (Moyasar) to the original payment method.
  • Pack session cancels return the wash to the pack (no cash), unless a cash refund is due under §1 (for example, shop did not provide the booked wash).
  • 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 and e-commerce laws of the Kingdom of Saudi Arabia.

7. Contact

مؤسسة جذور السيارة
Kingdom of Saudi Arabia
Unified national number: 7040512423
Email: basel.khamis@gmail.com
(Include your booking or pack ID.)