Refund Policy
Your Garage LLC — Automotive Services Platform
Effective: February 15, 2026
All transactions in QAR
At Your Garage, your satisfaction is our priority. This Refund Policy outlines the circumstances under which refunds are available for services booked and products purchased through our Platform. All refunds are processed in the local currency of your region to the original payment method via your region's payment processor.
We use an authorization-hold model for service bookings: your card is authorized (not charged) when you book, and the actual charge is captured only when the service is completed. This ensures you are only charged for services you actually receive.
Quick Reference
| Scenario | Refund | Timeframe |
|---|---|---|
Cancel 2+ hours before | 100% | 24-48h (hold release) |
Cancel within 2 hours | 85% | 5-10 business days |
Provider no-show | 100% + 10% credit | 1-3 business days |
Quality issue | 25-100% | 5-10 business days |
Product return (14 days) | 100% | 5-10 business days |
Wrong/defective product | 100% + free return | 3-5 business days |
Breakdown (before dispatch) | 100% | 3-5 business days |
Breakdown (after dispatch) | 70-85% | 3-5 business days |
Detailed Refund Scenarios
Early Cancellation (2+ hours before)
You cancel a service booking more than 2 hours before the scheduled appointment.
Eligibility
- Cancellation submitted at least 2 hours before appointment time
- Provider has not started travel to your location
- No parts have been ordered specifically for your service
Process
- Cancel through the app (Orders → Active → Cancel)
- Authorization hold is voided automatically
- No charge is captured on your payment method
Refund Amount
100% — No charge
Processing Time
Authorization hold released within 24-48 hours (bank dependent)
Late Cancellation (within 2 hours)
You cancel a service booking less than 2 hours before the scheduled appointment.
Eligibility
- Cancellation submitted within 2 hours of appointment
- Provider may have already started travel to your location
Process
- Cancel through the app or contact support
- 15% cancellation fee is captured from the authorization hold
- Remaining 85% is released back to your payment method
Refund Amount
85% refund (15% cancellation fee)
Processing Time
Refund processed within 5-10 business days
Provider No-Show
The assigned service provider did not arrive at the scheduled time.
Eligibility
- Provider did not arrive within 30 minutes of scheduled time
- No communication from provider about the delay
- Service was not rescheduled with your explicit consent
Process
- Report the no-show through the app (Orders → Report Issue)
- Automatic verification with the provider and GPS logs
- Full refund processed immediately upon verification
- Additional 10% service credit added to your wallet
Refund Amount
100% refund + 10% bonus credit
Processing Time
Refund processed within 1-3 business days
Unsatisfactory Service Quality
The completed service did not meet expected quality standards.
Eligibility
- Issue reported within 48 hours of service completion
- Valid evidence provided (photos, description, video)
- Applicable to all mobile/home services (mechanics, locksmiths, detailing, tinting, car wash) and garage service bookings
Process
- Submit a quality complaint via the app with evidence
- Our quality assurance team investigates (24-48 hours)
- Resolution offered: free redo, partial refund, or full refund
- Provider rating adjusted based on investigation outcome
Refund Amount
Case-by-case: 25% to 100%
Processing Time
Resolution within 48 hours, refund within 5-10 business days
Product Returns
Returning auto parts or products purchased through the Platform.
Eligibility
- Return initiated within 14 days of delivery
- Product is unused, in original packaging, with all tags
- Not a custom-ordered or special-order part
- Not an electrical component that has been installed
Process
- Initiate return through the app (Orders → Return)
- Print the provided return shipping label
- Ship the product or schedule a pickup
- Refund processed after quality inspection (1-3 days after receipt)
Refund Amount
100% of product price (shipping may not be refundable)
Processing Time
Refund within 5-10 business days after item receipt
Wrong or Defective Product
You received the wrong part or a defective product.
Eligibility
- Product does not match the listing description or photos
- Product is defective or damaged on arrival
- Wrong part was sent (does not match your order)
- Reported within 30 days of delivery
Process
- Report the issue with photos of what you received
- We arrange free return pickup at no cost to you
- Full refund or correct replacement shipped immediately
- Expedited shipping on replacement orders
Refund Amount
100% refund + free return shipping
Processing Time
Refund within 3-5 business days after report
Breakdown Assistance Cancellation
Cancelling a breakdown, recovery, or tow truck request after submission.
Eligibility
- Cancellation before driver dispatch: full refund
- Cancellation after driver dispatch but before arrival: partial refund
- Driver has already arrived: no refund (service fee applies)
Process
- Cancel through the live tracking screen
- Automated refund based on driver dispatch status
- If driver was en route, a flat dispatch fee may be charged
Refund Amount
Before dispatch: 100% | After dispatch: 70-85%
Processing Time
Refund within 3-5 business days
Convenience Delivery Cancellation
Cancelling a convenience delivery order after placement.
Eligibility
- Cancellation before driver picks up items: full refund
- Cancellation after pickup but before delivery: partial refund (delivery fee applies)
- Items already delivered: no cancellation refund
Process
- Cancel through the live tracking screen before pickup
- Automated refund based on delivery status
- If driver has picked up items, a restocking/return fee may apply
Refund Amount
Before pickup: 100% | After pickup: 50-80%
Processing Time
Refund within 3-5 business days
Garage Booking Cancellation
Cancelling a scheduled appointment at a partner garage or car service centre.
Eligibility
- Cancellation 24+ hours before appointment: full refund
- Cancellation within 24 hours: subject to partner garage's cancellation policy
- No-show at scheduled appointment: cancellation fee may apply
Process
- Cancel through the booking details screen
- Automated refund for early cancellations
- Late cancellations reviewed against the partner's policy
Refund Amount
24+ hours early: 100% | Within 24 hours: 50-100% (partner policy)
Processing Time
Refund within 3-5 business days
How Refunds Are Processed
1
You cancel the order or submit a refund request through the app. For service bookings, the authorization hold is voided or a refund is processed against the captured amount.
2
Automatic refunds (cancellations, no-shows) process instantly. Quality disputes undergo review by our team within 24-48 hours.
3
Approved refunds are submitted to your payment processor for processing. You'll receive an email confirmation with the refund reference number.
4
Funds are returned to your original payment method. Credit/debit cards take 5-10 business days. Wallet refunds are instant. Apple/Google Pay follows the card processing timeline.
Wallet Credits & Refunds
In certain cases, refunds may be issued as wallet credits instead of returning funds to your payment method:
- Bonus credits (such as the 10% no-show bonus) are always issued as wallet credits
- Promotional refunds from coupon-paid orders are returned as wallet credits
- Wallet-paid orders are refunded back to your wallet balance instantly
- Loyalty points used for payment are restored to your points balance
- Split payments are refunded proportionally — wallet portion to wallet, card portion to card
Wallet credits never expire and can be used for any future purchase on the Platform. You may request a cash-out of your wallet balance via support, subject to a minimum balance of 50 QAR.
Non-Refundable Items
The following are generally not eligible for refunds:
Services completed to agreed-upon specifications with no quality issues
Custom-ordered parts manufactured specifically for your vehicle
Electrical components that have been installed or tested
Products returned after 14 days or without original packaging
Breakdown assistance where the driver has already arrived on-site
Convenience delivery after items have been picked up and are en route
Administrative or convenience fees clearly disclosed at checkout
Promotional credits that have expired
Services where you were not present at the agreed time (customer no-show)
Dispute Resolution
If you disagree with a refund decision:
Email support@yourgarage.qa or use in-app chat with your order number and details.
If unresolved within 5 business days, request escalation to a senior resolution specialist.
For payment disputes, you may also contact your bank/card issuer. For legal matters, disputes are resolved under Qatar law per our Terms of Service.
Frequently Asked Questions
Authorization hold releases (voided charges) typically appear within 24-48 hours. Actual refunds to credit/debit cards take 5-10 business days depending on your bank. Wallet refunds are instant.
Completed services that meet quality standards are not eligible for refunds simply due to change of mind. However, if you have quality concerns, submit a complaint within 48 hours with evidence and our team will investigate.
Points earned on a refunded order will be deducted from your balance. If you redeemed points on a refunded order, those points are restored. Tier status may be adjusted at the next monthly evaluation.
Yes! We offer exchanges for products within the 14-day return window. Contact support or use the exchange option in the app. Shipping for exchanges due to our error is always free.
Authorization holds expire after 7 days. If a service takes longer, we will create a new authorization or charge your payment method directly. You will always be notified before any new charges.
Yes, delivery fees are fully refundable if the entire order is refunded or if the delivery failed due to our error. Partial order returns may not include delivery fee refunds.
Need Help With a Refund?
Our support team is available to assist you with any refund questions or requests:
support@yourgarage.qa
Phone
+974 6698 6891
Address
Bani Hajer, Al Rayyan, Doha, Qatar