Goobii Legal

Refund & Cancellation Policy

Last updated 23 July 2026

Operated by: Goobii Car Washing LLC · TRN: 104973441900001

Effective date: 20 June 2026 · Version: 1.2 (revised 8 July 2026 — see Revision Note at end)

This Refund & Cancellation Policy ("Policy") explains how cancellations, rescheduling, missed visits and refunds work for Goobii bookings, and sets out the rights Goobii reserves. It forms part of, and should be read with, our Terms & Conditions and Subscription & Billing Terms. It is provided in accordance with the UAE Consumer Protection Law (Federal Law No. 15 of 2020) and its Executive Regulation (Cabinet Decision No. 66 of 2023). Nothing in this Policy limits any non-waivable right you have as a consumer under UAE law.

Goobii will always try to reschedule a booking or return your value as Goobii store credit. This Policy also sets out the rights Goobii reserves where a booking is cancelled after our team has been dispatched, where a visit is missed, or where such conduct is repeated or made in bad faith.

1. How to cancel or reschedule

You can cancel or reschedule a booking through the Goobii app or by messaging Jamal on WhatsApp. The time of cancellation or rescheduling is the time we receive it through one of these channels.

2. On-demand (single) bookings

2.1. Before dispatch. You may cancel or reschedule at any time before our team has been dispatched (is en route). Any amount already paid is returned as Goobii store credit (see section 5): the credit is added to your account after confirmation by our team, does not expire, and can be used for any Goobii service.

2.2. After dispatch. Once our team has been dispatched — en route, arrived, or with the service underway — self-service cancellation and rescheduling are disabled; please contact our team, who will handle it personally. Our team has already committed travel and time. You acknowledge that an after-dispatch cancellation or a missed visit is a breach of the booking and entitles Goobii to compensation for the wasted dispatch. Goobii expressly reserves the right, at its sole discretion, to: (a) charge a cancellation or missed-visit fee of up to the full service price; (b) retain some or all amounts paid; (c) require prepayment or a non-refundable deposit for future bookings; and/or (d) suspend or decline further service. Goobii's choice not to exercise any of these rights on any occasion is a goodwill gesture and not a waiver of its right to do so on another.

2.3. Missed visit (no access). If our team arrives at the agreed location and time and cannot perform the service for a reason within your control — for example no access to the vehicle, the vehicle is not present, the location is not permitted (such as RTA paid parking), or you are not reachable — the visit is treated as an after-dispatch occurrence and the rights in section 2.2 apply. We will always try to contact you before treating a visit as missed.

2.4. Repeated or bad-faith conduct. Repeated after-dispatch cancellations or missed visits within your control, or any conduct Goobii reasonably considers abusive or in bad faith, entitle Goobii to exercise any of the rights in section 2.2 — including charging a fee, retaining amounts paid, requiring prepayment or a non-refundable deposit, and refusing further service.

3. Cancellation by Goobii

If Goobii cancels a confirmed booking for reasons not attributable to you (for example weather, capacity, safety or operational reasons), you are entitled to a full refund, or, if you prefer, store credit of the same value, and we will offer to rebook at the next available time at no extra charge.

4. Access for interior cleaning — Absolute services

4.1. Absolute services (for example Aura Absolute and Glow Absolute) include an interior clean. To carry this out, the vehicle must be unlocked, or keys/access made available, when our Liink arrives. We remind you of this when you book an Absolute service and again in your booking confirmation.

4.2. If the vehicle is locked on arrival, our Liink will message you to request access and will begin the exterior clean. If the vehicle is still locked once the exterior is complete, the Liink will message and call you and will wait a short additional period. If access is still not provided within that time, the Liink may complete the exterior only and depart — particularly where a following booking would otherwise be delayed.

4.3. Goobii is not liable for, and is under no obligation to refund, re-perform, credit or otherwise compensate, an interior clean that could not be carried out because the vehicle was locked or otherwise inaccessible and access was not provided within a reasonable time despite our contact attempts. Any goodwill gesture Goobii may choose to offer in such cases (for example a complimentary interior clean on a later visit) is offered entirely at Goobii's discretion, as a courtesy, and does not constitute an obligation, admission of liability, or entitlement.

4.4. This section does not affect your statutory rights where a service was not performed due to Goobii's own fault.

5. How refunds and credit are issued

5.1. Customer-initiated cancellations are credited, not cash-refunded. Where amounts are returned to you following a cancellation, they are returned as Goobii store credit to your account; they are not refunded to your original payment method. This is disclosed at checkout before you pay. Store credit does not expire and can be used for any Goobii service.

Where a refund is otherwise due (for example under sections 3, 6 or 7), it is issued, as agreed at the time, by one of the following methods:

• Store credit — added to your Goobii account for future bookings; usually the fastest option.
• Refund to original payment method (cash refund) — returned to the card or method you paid with. A card refund reverses the original sale, including the associated VAT, and is returned to your bank.
• Combination — part store credit and part refund to the original method, where applicable.

5.2. Refunds are initiated by Goobii promptly. The time for funds to appear in your account depends on your bank or card issuer and is outside Goobii's control (typically several business days).

5.3. Where store credit was applied to an order, that credit is reinstated or adjusted appropriately when the order is cancelled, rescheduled or refunded.

6. Refunds after the service — quality issues

6.1. If you are not satisfied with the result, contact us within 24 hours of completion with details and, where possible, photographs.

6.2. Depending on the circumstances, Goobii may offer a touch-up or re-wash, a partial refund, or store credit, in line with your consumer rights to a conforming service under the UAE Consumer Protection Law.

6.3. Where a service was not delivered at all, you are entitled to a full refund.

7. Damage claims

Claims that the vehicle was damaged during a service are handled under the Liability & Damage Disclaimer, including the requirement to report at the time of service or within 24 hours.

8. Subscriptions

8.1. Cancelling a subscription does not entitle you to a refund, and Goobii does not offer one. The washes and entitlements you have already paid for remain active and fully redeemable until the end of your current paid period. Any washes still unused at the end of that period expire and do not carry over (mirroring how unused washes do not roll over between cycles on an active plan). The effect of cancelling is that your subscription is not charged or renewed for the next cycle, and any washes left unused when the current period ends lapse.

8.2. Subscription changes, pausing and billing are otherwise governed by the Subscription & Billing Terms.

9. Promotions, discounts and store credit

9.1. Where a booking was paid in whole or in part using a promotional code, discount, or store credit, any refund or credit reflects the actual amount paid by you, not the pre-discount value.

9.2. Promotional credits and discounts are generally non-refundable, non-transferable, have no cash value, and may expire.

10. How to request a refund

Message Jamal on WhatsApp, use the app, or email support@goobii.ae with your order number and the reason. We will confirm the outcome and the method, and keep you informed.

11. Contact and complaints

Goobii Car Washing LLC — Support

Email: support@goobii.ae · WhatsApp: +971 4 397 1855

If we cannot resolve a complaint to your satisfaction, you may contact the UAE Ministry of Economy (Consumer Protection) or the Dubai Department of Economy and Tourism.

Revision Note — Version 1.2 (8 July 2026)

• Cancellation posture rewritten to be legally protective (reserve rights), not customer-favouring. Earlier drafts either charged fixed fees (v1.1: up to 50% + full missed-visit) or removed all fees and guaranteed "money never forfeited" (intermediate). Both were rejected — the first as off-brand for a new entrant, the second as leaving Goobii with no rights even against repeat abuse. Final posture: §2.2 reserves Goobii's rights (charge up to full price, retain amounts, require prepayment/deposit, suspend/decline) at its sole discretion, with a non-waiver clause; §2.3 folds missed visits into those rights; §2.4 escalates for repeated/bad-faith conduct. Practice stays lenient (usually reschedule + store credit); the "flexible / no surprise fees" message lives on marketing, NOT in this binding contract.
• §8 Subscriptions — explicit: no refund on cancellation; the paid package stays redeemable until the end of the current paid period, then any unused washes expire (no carryover); the other effect is no charge next cycle.
• §4 Absolute interior access — unchanged (locked-car; Goobii not obliged to compensate the interior; any redo discretionary).
• Channels — cancel/reschedule is app + WhatsApp only (goobii.ae is marketing; not a booking/cancel channel).
• Contact — support@goobii.ae (live mailbox, one.com).
• ✅ Lawyer-reviewed and cleared (2026-07-08). §2.2/§2.4 (reserved rights) and §4.3 (interior non-liability) confirmed against the UAE Consumer Protection Law's non-waivable rights. v1.2 is publish-ready.