Cancellation & Refund Policy

When you confirm, the amount shown is held on your payment method, not charged. You are charged only when the job is completed, and only the final price; the rest of the hold is released automatically. A free cancellation releases the whole hold; a late cancellation charges only the cancellation fee.

• While we are searching for a provider.
• Within 2 minutes after a provider accepts, as long as the driver hasn't set off.
• If the provider or AWN cancels, or no provider is available: nothing is charged and the whole hold is released.

Once the driver is on the way or has arrived, or more than 2 minutes after acceptance, a late-cancellation fee applies:

• Recovery: the late-cancellation fee (by default AED 50; it can differ by provider, emirate and vehicle type).
• Tyres and batteries: the mobile-service (call-out) fee shown on your order.

The app always shows the exact fee before you confirm the cancellation.

If the driver arrives and can't reach you or the vehicle after the waiting period, the order may be closed as a late cancellation plus the waiting charge shown in your quote.

You can ask for a full or partial refund when:

• the service wasn't delivered;
• you were charged more than the final amount shown on the order, or charged twice;
• the provider didn't complete the job (a partial refund in proportion to what wasn't done);
• a product was faulty or not as described when fitted.

Request it within 14 days of the order through in-app Support or by email, quoting the order number. We review requests within 5 business days.

Approved refunds go back to the original payment method only (no cash refunds) and usually appear within 5–14 business days, depending on your bank.

• Fitted products can't be returned unless they are faulty or not as described.
• If the product doesn't fit your vehicle because the size you selected was wrong, it won't be fitted and you won't pay for it, but the mobile-service fee may apply.
• Warranty is as stated by the manufacturer or provider on the product page. Claim through Support and AWN will follow up with the provider for repair, replacement or refund under the warranty terms.

Report damage that happened during the service within 48 hours with photos and the order number. AWN contacts the provider and its insurer and may hold the provider's payouts until the claim is settled.

Please contact us first — most issues are solved quickly. If you dispute a charge with your bank, we'll give the bank the order record, including the tracking trail and timed status history.

• Email: support@awn.example
• Phone: 800 296 (demo)
• In the app: open your order → Support