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Cancellation & Refund Policy
Last updated: · Effective:
We understand that plans change. This policy outlines when and how you can cancel a booking, what fees may apply, and how refunds are processed. Our goal is to be fair to both customers and Service Providers.
Quick Summary
Free Cancellation
> 2 hours before
Car Wash
$15 Fee
30 min – 2 hrs
Car Wash
Full Charge
< 30 minutes
Car Wash & No-Show
1. Overview
- This Cancellation & Refund Policy outlines the terms for cancelling bookings, requesting refunds and resolving disputes on the BuraqWash platform. It applies to all services offered through BuraqWash, including on-demand car wash, scheduled car wash, and home cleaning services.
- By using BuraqWash, you agree to the cancellation fees and refund procedures described below. This policy is part of our Terms & Conditions.
2. Customer Cancellation — Car Wash Services
- Free Cancellation (more than 2 hours before scheduled time): You may cancel your booking at no charge if you cancel at least two (2) hours before the scheduled service time. A full refund will be issued to your original payment method.
- Late Cancellation ($15 fee — between 30 minutes and 2 hours): Cancellations made between thirty (30) minutes and two (2) hours before the scheduled service time will incur a $15 cancellation fee. The remainder of your payment will be refunded.
- Last-Minute Cancellation / No-Show (full charge — less than 30 minutes): If you cancel less than thirty (30) minutes before the scheduled time, or if the Service Provider arrives and you are unavailable (no-show), you will be charged the full service amount. No refund will be issued.
- Instant Bookings: For on-demand instant bookings where a Service Provider is already en route, cancellation will incur the full service charge.
3. Customer Cancellation — Home Cleaning Services
- Free Cancellation (more than 24 hours before scheduled time): Cancel at least twenty-four (24) hours before your scheduled cleaning for a full refund with no fees.
- Late Cancellation ($25 fee — between 2 and 24 hours): Cancellations made between two (2) hours and twenty-four (24) hours before the scheduled time will incur a $25 cancellation fee.
- Last-Minute Cancellation / No-Show (full charge — less than 2 hours): Cancellations less than two (2) hours before the scheduled time, or no-shows, will be charged the full service amount.
- Home cleaning services require longer notice periods because Service Providers often travel longer distances and reserve larger time blocks.
4. Service Provider Cancellation
- If a Service Provider cancels your booking for any reason, you will receive a full refund to your original payment method. We will also attempt to assign a replacement Service Provider as quickly as possible.
- If a replacement is available and you accept the rebooking, no additional charges apply — you pay the same price as your original booking.
- Service Providers who repeatedly cancel confirmed bookings may face penalties, including reduced job assignments, temporary suspension, or permanent removal from the platform.
5. BuraqWash-Initiated Cancellation
- BuraqWash may cancel a booking in the following circumstances: (a) suspected fraudulent or abusive activity; (b) safety concerns for the Service Provider; (c) severe weather or natural disaster making service unsafe; (d) system errors that resulted in incorrect pricing or double-booking.
- In all BuraqWash-initiated cancellations, you will receive a full refund. If applicable, we may also offer a discount code for a future booking as a goodwill gesture.
6. Refund Process & Timeline
- Automatic Refunds: For free cancellations and Service Provider cancellations, refunds are processed automatically within minutes of the cancellation.
- Manual Refunds: For dispute-related refunds (quality issues, damage claims), refunds are processed within five (5) to seven (7) business days after the claim is resolved.
- Payment Method: Refunds are issued to the original payment method (credit/debit card via Stripe). Please allow an additional three (3) to five (5) business days for the refund to appear on your statement, depending on your bank.
- BW Prime Credits: If you paid using BW Prime complimentary wash credits, the credit will be reinstated to your account rather than a monetary refund.
- Promotional Codes: If a promotional code was applied to the cancelled booking, the code may be reinstated at our discretion. Expired codes will not be reissued.
7. Satisfaction Guarantee Claims
- If you are unsatisfied with the quality of a completed service, you must contact us within twenty-four (24) hours of service completion. You can reach us at support@buraqwash.com or through the in-app support chat.
- Your claim should include: (a) booking ID; (b) description of the issue; and (c) photographic or video evidence where applicable.
- Upon review, BuraqWash will, at its sole discretion: arrange a free re-service at no cost, or issue a full or partial refund.
- The satisfaction guarantee does not cover: pre-existing damage or stains, normal wear and tear, damage caused by the customer's instructions, services completed as described, or issues reported after the 24-hour window.
8. Damage Claims
- BuraqWash is a technology platform and does not accept financial responsibility for any damage caused by Service Providers. All Service Providers are independent contractors who are solely liable for any damage resulting from their work.
- All Service Providers on BuraqWash are required to carry their own general liability insurance as a condition of using the Platform. Any damage claim should be directed to the Service Provider and/or their insurance carrier.
- To report damage through the Platform, you must notify us within two (2) hours of service completion. BuraqWash will facilitate communication between you and the Service Provider but is under no obligation to provide financial compensation.
- Required documentation: (a) booking ID; (b) photos or video of the damage; (c) description of the damaged item and estimated value; (d) before-service condition photos (if available).
- BuraqWash may take action against Service Providers with verified damage complaints, including suspension or permanent removal from the Platform.
- BuraqWash does not cover: property damage, vehicle damage, personal injury, pre-existing damage, wear and tear, lost or stolen items, or any consequential, indirect or incidental damages.
9. BW Prime Membership Cancellation
- You may cancel your BW Prime membership at any time from your account settings or by emailing support@buraqwash.com.
- Effective Date: Cancellation takes effect at the end of your current billing cycle. You will retain membership benefits until that date.
- No Partial Refunds: We do not issue partial refunds for unused days in the current billing period.
- Unused Credits: Any unused complimentary washes for the current billing cycle expire at cancellation — they are not refundable or transferable.
- Reactivation: You may reactivate your membership at any time. Your new billing cycle will start on the date of reactivation.
10. Dispute Resolution
- If you disagree with a cancellation fee or refund decision, please contact us at support@buraqwash.com within thirty (30) days of the incident. Our support team will review your case and respond within three (3) business days.
- If the matter cannot be resolved through our support team, disputes are subject to the Dispute Resolution and Binding Arbitration provisions in our Terms & Conditions.
11. Modifications to This Policy
- BuraqWash reserves the right to modify this Cancellation & Refund Policy at any time. Material changes will be communicated via email or a prominent notice on the Platform at least thirty (30) days before taking effect.
- The cancellation terms that apply to any particular booking are those in effect at the time the booking was placed.
12. Contact
- For cancellation or refund enquiries, contact us at:
- Email: support@buraqwash.com
- Legal Enquiries: legal@buraqwash.com
- Mail: BuraqWash LLC, Los Angeles, CA, United States