Terms and Conditions

Acceptance of our Terms and Conditions is necessary to obtain and benefit from our services. Your continued use of our mobile application, company website, or requesting services via WhatsApp shall constitute your acceptance of all the Terms and Conditions listed below, as well as your agreement to our Privacy Policy. These Terms and Conditions form a legal agreement between you and the Company for the services provided by the Company.

• The Company reserves the right to refuse service requests in cases including, but not limited to, safety concerns, restricted locations, vehicle condition, or operational limitations.

• The customer must park the vehicle in a safe location where washing services are permitted. If the vehicle is parked in a location where washing is not allowed or authorized, the customer bears full legal responsibility for any consequences arising from this.

• The customer is fully responsible for all personal belongings inside the vehicle. The Company is not responsible for any loss of belongings from inside the vehicle or from the service location. Customers must remove all personal items from the vehicle before the washing or polishing service begins.

• Steam cleaning removes stains caused by food or beverages. For older stains, cosmetic stains, dye stains, or adhesive materials such as glue, the removal rate ranges between 60% to 90%, depending on the condition and age of the stain inside the vehicle.

• If there are any special instructions or requirements regarding washing or polishing the vehicle (internally or externally), the customer must inform the Company before requesting the service and notify the service provider before the washing or polishing process begins. Otherwise, the Company shall not be responsible for any resulting damages.

• The service provider may document the condition of the vehicle before and after the service for quality assurance and to record the vehicle’s condition. The images will be limited to the vehicle condition only. If the customer prevents the service provider from taking photos or sending them to the Company’s customer service center, the customer waives all rights to file complaints or claims regarding the provided service and will not be entitled to any refund or compensation.

• If the customer claims that an internal electrical malfunction or damage to interior decorations occurred due to the washing or polishing service, the customer must provide official reports from authorized entities proving that the primary cause resulted from the polishing process performed by the Company. This must be submitted within 24 hours from the time the service was provided. These reports will be reviewed by the Company’s competent authorities, and the Company reserves the right to accept or reject them. If liability is proven, the Company’s responsibility will be limited to the direct cost of repairing the affected area and shall not exceed the value of the provided service, unless applicable laws state otherwise.

• If there are concerns regarding the quality of the washing or polishing service, the customer has the right to file a complaint within 24 hours of service completion. If the complaint is found valid, the Company will contact the customer to redo the cleaning of the areas under complaint. If the complaint is found invalid, the complaint will be closed immediately and the customer will not be entitled to any compensation.

• If the vehicle has been recently painted and the customer requests the service before the paint has fully dried, any resulting damage shall be the sole responsibility of the customer, and the Company shall bear no responsibility.

• The vehicle must be in a condition that allows it to withstand washing or polishing processes. The Company is not responsible for any damage resulting from the vehicle’s inability to tolerate washing, polishing, or the materials used. This is the customer’s responsibility.

• The Company is not responsible for any pre-existing damage that becomes visible after the vehicle cleaning or polishing process.

• If the customer is not present at the specified location and time of the booking and the service provider arrives, the service provider will wait a maximum of 15 minutes. If the customer does not arrive within this time, the service provider has the right to leave the location and the customer will not be entitled to reschedule or request a refund.

• The customer is responsible for any additional services requested along with washing or polishing and must pay for them. The customer is not entitled to a refund even if the additional service was not utilized.

• If the customer refuses to pay after the service has been provided, the Company reserves the right to pursue legal action.

• The Company reserves the right to reschedule services due to weather conditions such as rain, sandstorms, or unsafe environments.

• The customer must ensure the vehicle is parked in a safe and easily accessible location. If the vehicle cannot be accessed, the service may be cancelled.

• Subscription services are scheduled according to the specified subscription duration. If the customer fails to use the services within the subscription period, the customer will not be entitled to request service after the subscription expires or request compensation.

• Payments made through the application are processed via third-party payment providers, and the Company is not responsible for technical issues related to payment gateways.

Cancellation Policy

More than 24 hours before the appointment:

• The customer may cancel the request and receive a full refund using the same payment method within 24–72 business hours, depending on the payment provider’s processing time.

Between 24 hours and 5 hours before the appointment:

• The full service amount will be transferred to the customer’s in-app wallet, and the booking can be rescheduled within 30 days.

Less than 5 hours before the appointment:

• 50% of the service value will be deducted as an operational fee, and the remaining amount will be transferred to the customer’s in-app wallet.

If the Purely team is delayed by more than 30 minutes:

• The customer has the right to reschedule without any fees.

Subscription Policy – Purely

• If no service request from the subscription has been used, the customer may request a refund within 24 hours of purchase, provided that no service has been utilized.

• The customer is not entitled to request a full or partial refund of the subscription once any service from the subscription package has been used (whether one wash or more).

• If the customer is not present or the vehicle cannot be accessed, the service provider will wait 15 minutes. After this waiting period, the scheduled service will be considered completed and deducted from the number of subscription requests.

Force Majeure

The Company shall not be liable for delays or inability to perform services due to circumstances beyond its control, including natural disasters, severe weather conditions, government restrictions, or technical failures.

Product Return Policy

• In case of product returns, the product must be in its original condition, unused, with all accessories and original packaging.

• Refund processing time ranges between 24 to 72 hours, using the same payment method.

Governing Law

These Terms and Conditions shall be governed by the laws and regulations of the Kingdom of Saudi Arabia.

Dispute Resolution

Any dispute arising from these Terms and Conditions shall be resolved through the competent courts in the Kingdom of Saudi Arabia.

Intellectual Property

All content, trademarks, logos, and software related to the Purely platform are the intellectual property of Al Motor Al Nadhif Car Services Company.

Personal Data / Privacy

The Company processes customer data in accordance with the Personal Data Protection Law of the Kingdom of Saudi Arabia.

Amendments to Terms & Conditions and Privacy Policy

• The Company reserves the right to modify these Terms and Conditions, the Privacy Policy, and the policies related to providing its services. The customer is fully responsible for reviewing these Terms, Conditions, and policies regularly or when requesting services. Continued use of the Company’s services via the application, WhatsApp, or website constitutes acceptance of these Terms and Conditions and acknowledgement of all updates and additions.

• Any future amendments or additions to these Terms and Conditions will be published on the Company’s website www.purely.com.sa or through the Purely mobile application.