1. Overview
This Refund and Cancellation Policy ("Policy") outlines the terms governing cancellations and refunds for services booked through the Garagat.ai platform. This Policy applies to all transactions between Customers and Garage Partners facilitated through our Services.
This Policy is governed by UAE Federal Law No. 15 of 2020 on Consumer Protection and other applicable UAE regulations.
2. Cancellation by Customer
Before Service Commencement:
- More than 24 hours before the appointment: Full refund to the original payment method.
- 12–24 hours before the appointment: 90% refund; a 10% administrative fee may be retained.
- Less than 12 hours before the appointment: 50% refund; the remaining 50% compensates the Garage Partner for the reserved time slot.
- No-show (failure to arrive without notice): No refund. The full booking amount is forfeited.
After Service Has Started:
- Once a service has commenced, cancellation refunds are at the discretion of the Garage Partner in coordination with Garagat.ai.
- Customers will be charged for any work already completed and parts used.
3. Cancellation by Garage Partner
If a Garage Partner cancels a confirmed booking:
- The Customer will receive a full refund to the original payment method.
- Garagat.ai will assist in rebooking the service with an alternative Garage Partner where possible.
- Repeated cancellations by a Garage Partner may result in account penalties or suspension from the platform.
4. Cancellation by Garagat.ai
Garagat.ai reserves the right to cancel a booking if:
- Fraudulent activity is suspected
- A safety concern is identified
- The Garage Partner is unable to fulfil the service
- A platform error resulted in an incorrect booking
In all cases where Garagat.ai initiates the cancellation, a full refund will be issued.
5. Refund for Unsatisfactory Service
If you believe the service provided was unsatisfactory or not as described:
- Report within 48 hours: Contact our support team within 48 hours of service completion with details of the issue, including photographs if applicable.
- Investigation: Garagat.ai will review the complaint, communicate with both parties, and may request the Garage Partner to inspect the work.
- Resolution: Based on the investigation, Garagat.ai may facilitate:
- A re-service at no additional cost
- A partial refund reflecting the portion of service that was unsatisfactory
- A full refund in cases of significant negligence or failure to deliver the agreed service
Garagat.ai's decision on refund disputes is made in good faith but is not a substitute for legal remedies available under UAE law.
6. Refund Processing
- Method: Refunds are issued to the original payment method used at the time of booking.
- Timeframe: Refunds are typically processed within 5–10 business days. The actual time for the refund to appear in your account depends on your bank or payment provider.
- Currency: All refunds are processed in AED. Exchange rate differences for international cards are handled by your card issuer.
7. Non-Refundable Items
The following are generally non-refundable:
- Custom-ordered parts specifically sourced for your vehicle at your request
- Services fully completed and accepted by the Customer
- Promotional or discounted bookings marked as non-refundable at the time of purchase
8. Service Warranty
Many Garage Partners offer warranties on their work. Warranty terms and duration are set by the individual Garage Partner and will be communicated at the time of service. Garagat.ai facilitates warranty claims but is not the guarantor of the warranty.
9. How to Request a Refund or Cancel
You can cancel a booking or request a refund through:
- The Garagat.ai App: Navigate to your booking and select "Cancel" or "Request Refund".
- Email: Send your request to support@garagat.ai with your booking reference number.
- Phone: Call our support line at +971 58 571 5257 during business hours.
10. Changes to This Policy
Garagat.ai reserves the right to update this Policy at any time. Changes will be posted on our website with an updated effective date. Continued use of the Services after any changes constitutes acceptance of the updated Policy.
11. Contact Us
For any questions regarding refunds or cancellations:
- Email: support@garagat.ai
- Address: MAQ TECHNOLOGY - FZCO, Dubai, United Arab Emirates
- Phone: +971 58 571 5257
