1. Introduction

Neocarz (“we”, “our”, “us”) aims to provide a flexible and transparent experience for both our Customers and Vendors. This policy outlines the conditions under which bookings can be cancelled and how refunds are processed. By booking through our platform, you agree to these terms.

2. Cancellation by the Customer

To provide our Vendors with sufficient time to manage their fleet, the following charges apply based on the timing of the cancellation:

• Free Cancellation: You may cancel your booking and receive a 100% refund of the prepaid amount if the cancellation is made more than 24 hours before the scheduled pick-up time.

• Late Cancellation: If you cancel within 24 hours of the scheduled pick-up time, a fee equivalent to one (1) day’s rental charge will be deducted as a "Loss of Rental" fee for the Vendor. The remaining balance will be refunded to your original payment method.

• No-Show Policy: If you do not arrive to collect the vehicle within 4 hours of the scheduled pick-up time without prior notice, the booking will be considered "Expired." In this case, a one (1) day rental fee will be forfeited, and the vehicle may be released back into the Vendor's inventory.

3. Non-Refundable Scenarios

• Failure to Provide Documents: If the customer fails to provide valid KYC documents (National ID/Iqama, valid Driving License) at the time of pick-up, the booking will be rejected and treated as a No-Show.
• Early Returns: If you return the vehicle earlier than the agreed drop-off date, no refund will be provided for the unused days, unless specifically agreed upon in writing by the Vendor.
• Policy Violations: If the rental is terminated early due to a violation of the terms (e.g., reckless driving or illegal use of the vehicle), no refund shall be issued.

4. Cancellation by the Vendor or Neocarz

• Vehicle Unavailability: In the rare event that a Vendor cannot provide the specific vehicle booked due to maintenance or unforeseen circumstances, Neocarz will attempt to provide an alternative of the same category. If no alternative is available, a 100% full refund will be issued to the customer.
• Account Suspension: Neocarz reserves the right to cancel any booking if the user’s KYC or credit profile is found to be fraudulent or suspended by regulatory authorities.

5. Refund Processing Time

• Standard Refunds: Once approved, refunds are initiated immediately but may take 3 to 10 business days to reflect in your account, depending on your bank’s processing times.
• Security Deposits: Any security deposits blocked on your card will be released within 21 business days after the vehicle is returned, provided there are no pending traffic violations, detected damages, or fuel charges.

6. Force Majeure

Neither Neocarz nor the Vendor shall be held liable for cancellations or delays caused by events beyond our control, such as natural disasters, government-mandated lockdowns, or severe weather. In such cases, we will strive to offer a rescheduling option or a credit note for future use.

7. Contact Us

For cancellation requests or refund status inquiries, please contact:

Email: refunds@neocarz.com

Phone: [Insert Support Number]