# Cancellation Policy
**Effective Date:** May 7, 2026
At Flowash, we understand that plans can change. We've designed our cancellation policy to be fair to our customers while respecting the time and resources of our mobile car wash technicians who travel directly to your location.
Please review the following terms carefully before booking your service.
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## 1. Overview
Flowash provides on-demand and scheduled mobile car washing services at your chosen location (home, office, or any accessible address). Because our technicians reserve dedicated time slots and travel to you with all necessary equipment and water, cancellations and rescheduling can affect our operations and other customers waiting for service.
This policy outlines the fees, timelines, and procedures associated with cancelling or rescheduling a Flowash booking.
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## 2. How to Cancel or Reschedule
You may cancel or reschedule your booking through any of the following channels:
- **Flowash mobile app:** Open your booking under "My Appointments" and select "Cancel" or "Reschedule"
- **Website:** Log in to your account at www.flowash.com and manage your booking
- **Customer support:** Email us at support@flowash.com or call our hotline during business hours
To avoid cancellation fees, please notify us as early as possible. Cancellation timestamps are recorded based on when your request is received and confirmed by our system.
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## 3. Cancellation Timelines and Fees
Cancellation fees are calculated based on how far in advance you cancel relative to your scheduled service time.
### More than 24 hours before your appointment
- **Fee:** None
- You will receive a full refund or full credit, with no penalty.
### Between 12 and 24 hours before your appointment
- **Fee:** 25% of the total service cost
- The remaining balance will be refunded to your original payment method or issued as account credit.
### Between 2 and 12 hours before your appointment
- **Fee:** 50% of the total service cost
- This helps cover travel preparation and the loss of a reserved time slot.
### Less than 2 hours before your appointment
- **Fee:** 100% of the total service cost
- At this point, our technician is preparing or already en route to your location.
### No-show or technician unable to access vehicle
- **Fee:** 100% of the total service cost
- If our technician arrives at the agreed location and is unable to access the vehicle, reach the customer, or perform the service due to reasons outside Flowash's control, the full service fee will be charged.
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## 4. Rescheduling
Rescheduling is treated the same as cancelling, with the goal of giving you flexibility:
- **More than 24 hours in advance:** Free of charge, subject to availability.
- **Less than 24 hours in advance:** Treated as a cancellation under the schedule above, and a new booking will need to be created.
We recommend rescheduling early to secure your preferred time slot, especially during weekends and peak hours.
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## 5. Cancellations by Flowash
In rare circumstances, Flowash may need to cancel or reschedule your appointment. This may occur due to:
- Severe weather conditions (heavy rain, storms, extreme temperatures) that compromise service quality or technician safety
- Equipment failure or vehicle breakdown
- Technician illness or emergency
- Restricted access to the service location (e.g., gated communities, building restrictions)
- Force majeure events beyond our control
If Flowash cancels your booking, you will be offered the choice of:
- A full refund to your original payment method
- Free rescheduling to the next available time slot
- A service credit equal to 110% of the original booking value, applied to your Flowash account
We will notify you as soon as possible by phone, email, or in-app notification.
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## 6. Refunds
All eligible refunds will be processed within 7 to 10 business days from the date of cancellation. Refunds are issued to the original payment method used at the time of booking. Processing times may vary depending on your bank or card provider.
For payments made through promotional credits, gift cards, or in-app wallet balance, refunds will be returned to the same source.
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## 7. Subscription and Package Bookings
Customers with active Flowash subscription plans or pre-paid wash packages are subject to slightly different terms:
- Individual sessions within a package may be cancelled free of charge if rescheduled within the same billing cycle and with more than 12 hours' notice.
- Late cancellations (less than 12 hours) will count as a used session unless rescheduled within 48 hours.
- Subscription cancellations are governed by the Flowash Subscription Terms, available on our website.
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## 8. Disputes and Special Circumstances
We understand that emergencies happen. If you need to cancel due to a medical emergency, family loss, or other extraordinary circumstance, please contact our support team. Cancellation fees may be waived at Flowash's discretion upon review.
To dispute a cancellation fee, contact support@flowash.com within 7 days of the charge with your booking reference and a brief explanation. We aim to respond to all disputes within 3 business days.
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## 9. Changes to This Policy
Flowash reserves the right to modify this cancellation policy at any time. Updates will be posted on this page with a revised effective date. Continued use of our services after changes are posted constitutes acceptance of the updated policy.
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## 10. Contact Us
If you have any questions about this cancellation policy, please reach out:
- **Email:** support@flowash.com
- **Phone:** +966535029074
- **Hours:** 12 PM - 12 AM
- **Address:** Majmaah, Riyadh region, Saudi Arabia
Thank you for choosing Flowash. We're committed to making your car care experience as convenient and transparent as possible.
