Read our transparent legal policies and agreements to ensure full understanding of Carwa's terms and conditions.
If you have any questions about our legal documents, please contact our team.
[email protected]Last Updated: June 19, 2025
At Carwa, we strive to ensure that all our customers are satisfied with their purchases and transactions. This Refund Policy outlines the terms and conditions under which refunds may be issued for services purchased through our platform.
Please read this policy carefully before making any purchases or payments through our platform. By using our services, you agree to the terms and conditions set forth in this Refund Policy.
Note: This Refund Policy applies to all services offered by Carwa, including but not limited to auction participation fees, listing fees, and premium services. For vehicle purchases, please refer to the specific terms outlined in the purchase agreement.
Refunds may be issued under the following circumstances:
If a paid service was not provided as described, you may be eligible for a full or partial refund, depending on the circumstances.
If technical issues on our platform prevented you from participating in an auction or utilizing a paid service, you may be eligible for a refund.
If you were charged multiple times for the same service, the duplicate charges will be refunded.
If an auction is cancelled by Carwa or the seller, any participation fees will be refunded to the bidders.
Important: All refund requests are evaluated on a case-by-case basis. We reserve the right to determine whether a refund is appropriate based on the specific circumstances of each case.
To request a refund, please follow these steps:
Contact our customer service team through your account dashboard or by emailing [email protected].
Include your order/transaction ID, date of purchase, reason for the refund request, and any supporting documentation.
Our team will review your request and respond within 2-3 business days with a decision or request for additional information.
If your refund request is approved, the amount will be credited back to the original payment method used for the transaction.
Refund requests must be submitted within the following timeframes:
Once a refund is approved:
Note: The actual time it takes for a refund to appear in your account may vary depending on your financial institution or payment provider.
The following items and services are generally non-refundable:
| Item/Service | Policy |
|---|---|
| Successfully Completed Auction Fees | Non-refundable once the auction has completed successfully |
| Inspection Fees | Non-refundable once inspection has been conducted |
| Premium Listing Enhancements | Non-refundable once the listing is published |
| Subscription Services | No prorated refunds for partial months |
Important: Vehicle deposits are subject to separate terms as outlined in the purchase agreement and are not covered under this general refund policy.
Refunds will be processed to the original payment method used for the transaction:
Refunds will be issued to the same card used for payment
Refunds will be sent to the originating bank account
Refunds may be issued as credits to your Carwa wallet
Refunds for other methods will be handled on a case-by-case basis
If you have any questions about our Refund Policy, please contact us:
Email: [email protected]
Support Portal: https://support.carwa.com
Phone: +971 4 XXX XXXX
Hours: Sunday - Thursday, 9:00 AM - 6:00 PM (GST)
This Refund Policy should be read in conjunction with our: