Cancellation and Refund Policy of the Spare Platform
Issued by Al-Markaba Al-Idafiya Company Limited ("Spare"), effective from the date of its publication on the Platform.
Preamble This Policy sets out when the Client may cancel a Service Request, the effect of cancellation on the amounts paid, and the mechanism and period for refunding them. It supplements the Spare Platform Use Agreement and forms an integral part of it; the provisions of the Agreement prevail in the event of conflict, and reference is made to it for the detail of the cases and their provisions.
Clause One: Scope of the Policy 1. This Policy applies to Service Requests submitted by clients through the Platform. 2. It does not apply to the relationship between the Company and the service providers, which is governed by the agreements concluded with them.
Clause Two: When Cancellation Is Permitted 1. The Client may cancel a Service Request at any time before completion of its performance, through the Platform. 2. Cancellation entails the financial effect set out in Clauses Three and Four, according to the stage the request had reached at the time of cancellation. 3. Cancellation is not accepted after completion of performance of the service; anything received thereafter is treated as a complaint in accordance with the provisions of the Agreement and the warranty.
Clause Three: Effect of Cancellation in In-Center Maintenance 1. Before dispatch of the transporter: everything paid is refunded. 2. After dispatch of the transporter and before inspection of the Vehicle: the inspection fee is refunded; the transport fees and the Company Fee for inspection are not refunded. 3. After inspection of the Vehicle and before acceptance of the Technical Quotation, or upon rejection of the Technical Quotation or failure to respond to it within the specified period: the inspection fee, the transport fees and the Company Fee for inspection are not refunded. 4. After acceptance of the Technical Quotation and before commencement of the works: the value of the works not performed is refunded; the inspection fee, the transport fees and the Company Fee for inspection are not refunded. 5. After commencement of the works: the value of the works not performed is refunded; the value of the works performed, the parts supplied and the reassembly charges where required, the inspection and transport fees, and the Company Fee for inspection and the portion of the Company Fee calculated on the Technical Quotation that relates to the works performed, are not refunded.
Clause Four: Effect of Cancellation in Mobile Maintenance 1. Before the Approved Technician sets out to the location: everything paid is refunded. 2. After it sets out and before commencement of the service: the service value is refunded; the Visit and Inspection Fees and the Company Fee are not refunded. 3. After commencement of the service: the value of the works not performed is refunded; the value of the works performed and the parts supplied, the Visit and Inspection Fees and the Company Fee are not refunded.
Clause Five: Cancellation by the Company 1. The Company may cancel any Service Request it has accepted at any time before completion of the service, and everything paid for that request is refunded to the Client. 2. If the Approved Technician is unable to reach the Client's location or withdraws from performance for a reason attributable to it, the Client recovers everything it paid for the request.
Clause Six: Refund Mechanism and Period 1. The Company initiates the refund to the same payment method used by the Client, within fourteen (14) days from the date the right to the refund arises. 2. The amount may take an additional period to appear in the Client's account, as determined by the issuer of the payment method or the bank, for which the Company is not answerable. 3. If a refund to the original payment method is not technically possible, the amount is refunded by another means agreed between the Parties.
Clause Seven: The Consumer's Right of Rescission Since the service commences upon the Client's express acceptance of the Technical Quotation or of the pricing approved on the Platform, any right of rescission granted to the consumer within a specified period does not apply to services whose performance has commenced with the consumer's consent, within the limits of the exceptions prescribed by law; the provisions of this Policy and of the Agreement remain those governing the effect of cancellation.
Clause Eight: Complaints and Contact 1. A cancellation or refund request is submitted through the Platform, and the Client may contact the Company through the contact channels available on the Platform. 2. If the complaint is not resolved, the Client may resort to the competent authority in accordance with the provisions of the Agreement.
Clause Nine: Amendment of the Policy 1. The Company may amend this Policy, and shall publish the amended version on the Platform including the date of the update and notify the Client of it. 2. The amendment does not apply to requests outstanding at the time of notification, and each request remains governed by the provisions in force at the time of its creation.
Clause Ten: Governing Language This Policy has been drawn up in Arabic and English; the official language is Arabic, and the Arabic text shall prevail in the event of any discrepancy between the two texts.