Returns & Refunds

1. How Our Services Work

Car Cure is an intermediary coordination platform. We do not manufacture spare parts, perform vehicle repairs directly or process payments through the website. Our services operate as follows:

- Spare Parts: You submit a request with your vehicle details and part requirements. Our team sources the part from our network of third-party suppliers and provides a quotation. Payment is handled offline after you approve the quotation.

- SOS Recovery: You submit a roadside assistance request with your GPS location. A recovery operator is dispatched to your location. A complimentary initial inspection is provided upon recovery. Further repair costs, if any, are quoted separately and require your approval before work begins.

- Vehicle Care: You submit a vehicle care request. Our team reviews your requirements and contacts you with a detailed quotation. Vehicle care plans are available in Silver, Gold and Platinum tiers with indicative pricing displayed on the platform. Final pricing depends on vehicle details, location and service requirements.

All pricing is communicated to you before any commitment is required. You are not obligated to proceed with any service after receiving a quotation.

2. Spare Parts - Requests & Cancellations

When you submit a spare parts request, our team begins sourcing the part from third-party suppliers. Cancellation terms depend on the stage of processing:

- Before sourcing: If your request has not yet been forwarded to a supplier, cancellation may be accepted and any applicable refund will be processed as described in this policy.

- After sourcing: Once our team has identified a supplier and initiated the sourcing process, cancellation may not be possible. Sourcing costs may already have been incurred.

- After dispatch: Once the part has been dispatched from the supplier or is in transit, cancellation is generally not possible. The part will need to be returned through the returns process described below, subject to eligibility conditions.

Cancellation requests should be sent to admin@carcure.ae with your reference code. Our team will confirm whether cancellation is possible based on the current stage of your request.

3. Spare Parts - Returns & Eligibility

Once you have received a spare part, returns may be considered subject to the following conditions:

- The part must be unused, uninstalled and in its original condition.

- The part must be returned in its original packaging with all accessories, labels and documentation.

- A valid proof of purchase or quotation reference must accompany the return.

- Returns must be approved by Car Cure before shipping. Unapproved returns will not be accepted.

- The part must be free from damage caused after delivery, including installation attempts, misuse or alteration.

Non-returnable items include:

- Electrical components (unless defective on arrival)

- Custom-ordered or specially sourced parts

- Used or second-hand parts

- Parts that have been installed or fitted to a vehicle

- Parts damaged after delivery due to customer handling

- Parts returned without prior approval from Car Cure

Compatibility responsibility: You are solely responsible for ensuring that the part you request is compatible with your vehicle. Compatibility depends on the vehicle information you provide, including brand, model, year, variant, fuel type and transmission. Car Cure relies on the information submitted by you and is not liable for incompatibility arising from incorrect or incomplete vehicle details.

4. Spare Parts - Refunds

Refunds for spare parts may be approved in the following circumstances:

- Cancelled requests: If your request is cancelled before sourcing or dispatch and a payment has been made, a refund may be processed subject to any costs already incurred.

- Unavailable parts: If the requested part cannot be sourced from any of our suppliers, any payment made will be refunded in full.

- Supplier failure: If the supplier fails to deliver the part as quoted, a refund or replacement will be arranged.

- Incorrect parts: If the part supplied does not match the quotation or your request, a replacement or refund will be arranged at no additional cost.

- Defective parts: If the part is defective on arrival, a replacement or refund will be arranged after inspection.

Refunds are processed offline. The method and timeline for refund processing depend on how the original payment was made. Processing times may vary depending on your bank, payment provider or the method used. Delays caused by suppliers, banks or payment intermediaries are outside Car Cure's control.

Refunds are not available for parts that have been installed, fitted, used, damaged after delivery or returned in a condition that does not meet the eligibility conditions described in this policy.

Nothing in this policy limits any rights that cannot legally be excluded under applicable consumer protection laws of the United Arab Emirates.

5. Incorrect, Damaged or Defective Parts

If you receive an incorrect, damaged or defective part, you must notify Car Cure within 48 hours of delivery at admin@carcure.ae. Your notification should include:

- Your reference code or order number

- Clear photographs of the part and any damage

- A description of the issue

Once the issue is verified, Car Cure will coordinate with the supplier to arrange a replacement or refund. Supplier availability may affect the timeline for replacements. If a replacement part is not available, a refund will be processed instead.

Incorrect delivery information: Car Cure is not responsible for failed or delayed deliveries resulting from incorrect or incomplete delivery information provided by the customer. It is your responsibility to ensure that your delivery address and contact details are accurate and complete at the time of submission.

Supplier or manufacturer warranties: Some spare parts may carry a supplier or manufacturer warranty. Warranty claims are handled through the relevant supplier or manufacturer. Car Cure will assist in coordinating the warranty process but does not administer, extend or guarantee third-party warranties.

6. SOS Recovery Services

SOS recovery services operate on a request-based model. When you submit an SOS request, our team dispatches a recovery operator to your GPS location. The following terms apply:

- Dispatch: Once a recovery operator has been dispatched to your location, the recovery fee is generally non-refundable. Dispatch is initiated when our team confirms the operator has been assigned and is en route.

- Complimentary inspection: A complimentary initial vehicle inspection is provided upon recovery. This inspection does not guarantee a free repair. Repair costs, if any, are determined after inspection and communicated to you for approval before any work begins.

- Response timing: Recovery timing depends on traffic conditions, weather, GPS accuracy, operator availability and your location within the United Arab Emirates. Any response times referenced on the platform are estimates and are not guaranteed.

- GPS accuracy: GPS accuracy depends on your device, signal conditions and surroundings. Inaccurate location information may delay or prevent service delivery. You are responsible for providing the most accurate location details possible.

- Cancellation before dispatch: If you cancel your SOS request before a recovery operator has been dispatched, no recovery fee will be charged.

7. Vehicle Care Plans

Vehicle care services are available in Silver, Gold and Platinum tiers. Indicative pricing is displayed on the platform for reference only. Final pricing is determined after our team reviews your vehicle details, service requirements and location.

- Quotation: A detailed quotation will be provided before any commitment is required. You are not obligated to proceed after receiving the quotation.

- Offline payment: Payment for vehicle care services is handled offline after you approve the quotation.

- Cancellation: Vehicle care plans may be cancelled within the first 30 days of the service start date for a pro-rata refund, provided that no services have been performed under the plan.

- Post-cancellation: After the 30-day cancellation period, fees are non-refundable. If services have already been performed under the plan, the portion of the plan relating to those services is non-refundable.

- Service delivery: Vehicle care services are performed by independent third-party providers. While Car Cure coordinates the service, the provider remains responsible for the quality and outcome of the work performed.

8. Non-Returnable & Non-Refundable Items

The following items and services are not eligible for return or refund:

- Completed vehicle services (maintenance, repair or servicing)

- Completed inspections (including complimentary SOS inspections)

- Services already performed under a vehicle care plan

- Dispatched SOS recovery services

- Custom-ordered or specially sourced spare parts

- Used or second-hand parts

- Electrical components (unless defective on arrival)

- Parts that have been installed, fitted or used

- Parts damaged after delivery due to customer handling

- Parts returned in non-original condition or without original packaging

- Parts returned without prior approval from Car Cure

- Services cancelled after the permitted cancellation period

- Fees relating to services already performed

9. Return Conditions

All returns are subject to the following conditions:

- Items must be in their original, unused condition at the time of return.

- Items must be returned in their original packaging where applicable, including all accessories, labels and documentation.

- A valid proof of purchase, quotation reference or order number must accompany the return.

- All returns require prior approval from Car Cure before shipping. Contact admin@carcure.ae to request return approval.

- Returned items will be inspected upon receipt. Inspection will be completed within a reasonable time after the returned item is received. Car Cure reserves the right to reject returns that do not meet these conditions.

- Where the part was sourced from a third-party supplier, supplier approval may also be required before a return is accepted. Car Cure will coordinate this process on your behalf.

- Car Cure is not responsible for items lost or damaged during return shipping. You are strongly advised to use a trackable shipping method and retain proof of postage.

- Return approval may expire if the returned item is not shipped within the timeframe communicated by Car Cure. Expired approvals may require re-submission of the return request.

10. Return Process

To initiate a return, follow these steps:

1. Contact Car Cure at admin@carcure.ae with your reference code, order number and reason for return.
2. Wait for return approval and shipping instructions from our team before sending the item.
3. Ship the item using the approved shipping method and retain your tracking details.
4. Share your tracking details with our team so we can monitor the return.
5. Our team will inspect the returned item and confirm whether the return has been approved.

Returns that do not meet the conditions described in this policy may be rejected and returned to the customer at the customer's expense.

11. Refund Processing

Where a refund has been approved, it will be processed offline. Refunds will generally be issued using the original payment method where reasonably possible. Car Cure will communicate the expected refund timeline once the refund has been approved. Processing times may vary depending on your bank, payment provider or the method used.

Any customs duties, taxes or import charges imposed by authorities are the responsibility of the customer unless otherwise agreed in writing by Car Cure.

Returned items that remain unclaimed after a reasonable period following notification may be disposed of in accordance with applicable law.

12. Third-Party Suppliers & Warranties

Spare parts are sourced from third-party suppliers. The following terms apply:

- Supplier return policies may apply in addition to this policy. Car Cure will communicate any supplier-specific return conditions before you proceed with a return.

- Manufacturer or supplier warranties may apply to certain parts. Warranty terms are determined by the relevant supplier or manufacturer and will be communicated to you where applicable.

- Car Cure coordinates the return and warranty process on your behalf but does not create, administer, extend or guarantee any additional warranties beyond what the supplier or manufacturer provides.

- Supplier availability may affect the timeline for replacements or alternative parts. If a replacement part is not available from the original supplier, Car Cure will explore alternative sourcing options or process a refund.

13. Force Majeure

Car Cure shall not be liable for any delay or failure in the processing of returns, refunds or deliveries caused by events beyond its reasonable control, including but not limited to:

- Severe weather conditions

- Government restrictions, regulations or import/export controls

- Transport or courier delays

- Customs delays or duties

- Supplier failures or stock shortages

- Internet or network outages

- Power failures

- Strikes, lockouts or industrial action

- Pandemics or health-related restrictions

- Acts of terrorism, civil unrest or armed conflict

- Other events beyond reasonable control

Where a force majeure event affects the processing of your return or refund, Car Cure will notify you of the delay and take reasonable steps to resolve the matter as soon as practicable.

14. Limitation of Liability

To the maximum extent permitted by law, Car Cure shall not be liable for any direct, indirect, incidental or consequential damages arising from the use of this policy or the services described herein.

Car Cure is not liable for delays, failures or issues resulting from:

- Incorrect or incomplete vehicle information provided by customers

- GPS or location inaccuracies affecting service delivery

- Third-party supplier delays, failures or stock shortages

- Courier or transport delays

- Customs delays or import restrictions

- Actions or omissions of third-party recovery operators or vehicle care providers

- Bank or payment provider processing delays

- Force majeure events as described in this policy

Where you have made a payment for a specific service, Car Cure's total liability shall not exceed the amount paid for that service. Where no payment has been made, Car Cure's liability shall be limited to the maximum extent permitted under applicable law of the United Arab Emirates.

15. Misuse & Abuse

Car Cure reserves the right to refuse returns, replacements or refunds in cases of:

- Suspected fraudulent activity

- Repeated return abuse or patterns of excessive returns

- Misuse of the returns process

- Submission of false or misleading information

- Attempts to obtain refunds for items or services not eligible under this policy

Violations may result in suspension of your account and, where applicable, referral to the relevant authorities.

16. Related Policies

This Returns & Refunds Policy should be read together with our Terms & Conditions, Disclaimer and Privacy Policy. Where this policy refers to cancellations, payments or service terms, the applicable provisions of our Terms & Conditions will apply. Where this policy refers to the collection or processing of personal information, the applicable provisions of our Privacy Policy will apply.

17. Changes to This Policy

We may update this Returns & Refunds Policy from time to time. Any changes will be posted on this page with an updated revision date. Continued use of the platform after changes are posted constitutes acceptance of the revised policy.

18. Contact

For return, refund or cancellation inquiries, contact us at admin@carcure.ae or visit our Contact page. To help us handle your enquiry efficiently, please include your reference code, order number or service request number where applicable.