Refund Policy

2. Rider Payments - No Refunds

2.1 Ride Fares

NO REFUNDS will be provided for:

• Completed rides, regardless of rider satisfaction
• Canceled rides after driver acceptance
• Rides where the pickup location was incorrect
• Rides where the rider changed their mind after starting the trip
• Extended wait times or traffic delays
• Route changes or detours
• Any dissatisfaction with the ride experience

2.2 Rider Subscriptions

NO REFUNDS for subscription payments:

• Monthly, quarterly, or annual subscription fees are non-refundable
• Unused subscription benefits do not qualify for refunds
• Cancellation does not entitle you to a prorated refund
• Changes in personal circumstances do not warrant refunds
• Technical issues or inability to use services due to user error

2.3 Wallet Top-ups

• Wallet balance additions are non-refundable
• Funds added to your Ailoo wallet cannot be withdrawn or refunded
• Wallet funds can only be used for Ailoo services
• Account closure does not entitle you to withdraw remaining wallet balance

3. Driver Fees - No Refunds

3.1 Driver Subscription Fees

NO REFUNDS will be issued for:

• Daily, weekly, or monthly driver subscription fees
• Unused subscription periods if account is deactivated
• Voluntary cancellation of driver subscription
• Inability to complete rides due to personal circumstances
• Suspension or ban from the platform due to policy violations
• Changes in driver availability or schedule

3.2 Registration and Onboarding Fees

• Driver registration fees are non-refundable
• Background check fees cannot be refunded
• Document verification charges are final
• Vehicle inspection fees are non-refundable
• Training and orientation fees are final upon completion

3.3 Insurance and Additional Services

• Insurance premium payments are non-refundable
• Additional service fees (priority booking, etc.) are final
• Equipment rental or purchase fees cannot be refunded

4. Merchant Fees - No Refunds

4.1 Restaurant and Business Subscriptions

NO REFUNDS for merchant services:

• Monthly or annual merchant subscription fees are non-refundable
• Drive-thru integration fees are final
• Platform listing fees cannot be refunded
• Marketing and promotional fees are non-refundable
• Featured placement fees are final once activated
• Cancellation of merchant account does not warrant refund

4.2 Transaction Fees

• Per-transaction fees are non-refundable
• Payment processing fees are final
• Service charges cannot be reversed
• Disputed orders do not qualify for fee refunds

4.3 Setup and Onboarding

• Initial setup fees are non-refundable
• Menu integration and photography services are final
• Training and onboarding fees cannot be refunded
• Hardware or equipment fees are non-refundable

5. Limited Exceptions

While our general policy is NO REFUNDS, the following limited exceptions may apply at Ailoo's sole discretion:

5.1 Technical Errors by Ailoo

If a payment error occurs due to a technical malfunction on Ailoo's platform:

• Duplicate charges caused by system error may be refunded
• Incorrect amounts charged due to platform malfunction may be corrected
• Must be reported within 48 hours of the transaction
• Requires proof of error and investigation by our team
• Ailoo reserves the right to determine if error occurred

5.2 Fraudulent Activity

• Unauthorized charges due to account compromise may be reviewed
• Must be reported immediately upon discovery
• Requires filing a formal complaint and police report
• Subject to investigation and verification
• Ailoo's decision is final

6. Dispute Resolution

While we maintain a strict no-refund policy, you may submit a dispute for review:

6.1 How to Submit a Dispute

• Contact our support team at support@ailoo.co
• Provide transaction details, date, and description
• Include all relevant screenshots and documentation
• Disputes must be submitted within 48 hours of transaction

6.2 Review Process

• All disputes will be reviewed within 5-7 business days
• Ailoo reserves the right to request additional information
• Our decision is final and binding
• Submitting a dispute does not guarantee any adjustment
• Repeated disputes without merit may result in account restrictions

7. Chargebacks

• Chargebacks are considered a violation of our Terms of Service
• Filing a chargeback may result in permanent account termination
• You must contact Ailoo support before initiating any chargeback
• Unjustified chargebacks may result in legal action
• Future account creation may be prohibited

8. Your Responsibility

By using Ailoo services, you are responsible for:

• Reviewing details before confirming: Verify all information before completing any transaction
• Understanding pricing: Ensure you understand all fees before accepting services
• Maintaining account security: Keep your login credentials secure
• Reading policies: Familiarize yourself with our Terms and Conditions
• Verifying subscription terms: Understand commitment periods before subscribing
• Canceling unwanted services: Cancel subscriptions before renewal to avoid charges

9. Subscription Cancellation Policy

While subscriptions can be canceled at any time, NO REFUNDSwill be provided:

• You must cancel before the next billing cycle to avoid future charges
• Cancellation only prevents future billing, does not refund current period
• You retain access until the end of the paid period
• No prorated refunds for partial periods
• Cancellation must be done through the app or by contacting support

10. Compliance with Saudi Arabian Law

This refund policy complies with applicable Saudi Arabian consumer protection regulations. By using our services, you acknowledge that:

• This policy has been clearly disclosed before transaction completion
• You have read and understood this policy before using services
• You agree to the terms as a condition of service use
• Services are provided as digital goods with immediate delivery
• Consumer protection laws regarding digital services apply

11. Changes to This Policy

Ailoo reserves the right to modify this refund policy at any time. Changes will be effective immediately upon posting. Continued use of our services after changes constitutes acceptance of the updated policy. We will notify users of material changes through the app or email.

12. Contact Us

If you have questions about this refund policy or need to submit a dispute: