Cancellation & Refund Policy
سياسة الإلغاء والاسترجاع

Cancellation & Refund Policy

This policy explains how cancellations, refunds, no-shows, failed services, and payment disputes are handled for WEN roadside assistance services.

1. Before Provider Dispatch

If a customer cancels before a provider is assigned or dispatched, no cancellation fee may apply unless WEN has already incurred a cost.

2. After Provider Dispatch

If a provider has accepted the job, started traveling, or reserved time and equipment for the request, a cancellation fee may apply.

3. After Provider Arrival or Work Start

If the provider arrives, inspects the vehicle, starts work, collects the vehicle, loads the vehicle, delivers fuel, performs repair, or provides any benefit, the customer may be required to pay the full service amount or applicable work charges.

4. Refund Eligibility

Refunds may be considered where a duplicate payment occurred, a service was not provided, an incorrect charge was made, or WEN confirms that a refund is justified after review.

5. Non-Refundable Cases

Refunds may be denied where the customer provided incorrect information, wrong location, unreachable phone number, unsafe conditions, refused service after provider arrival, requested illegal service, or bypassed WEN procedures.

6. Provider No-Show or Failure

If a provider fails to appear or cannot complete a service, WEN may reassign the request, support the customer, or review refund eligibility depending on the circumstances.

7. Disputes

WEN may review GPS records, call recordings, photos, invoices, timestamps, provider reports, customer statements, and system logs before deciding any refund or cancellation dispute.

8. Processing

Approved refunds may be processed through the original payment method or another method determined by WEN. Processing time depends on banks, payment processors, and operational requirements.