In short
- Not accepted yet and nothing paid? You can cancel it yourself from your order page. It costs nothing.
- Already accepted, or already paid? Contact us and we will sort it out.
- Paying cash? Nothing is charged until the job is done, so cancelling costs you nothing.
- Paid by card and the order is cancelled before work starts, or we cannot do the job? We refund you to the card you paid with.
- Need a different time? Contact us to reschedule.
- A problem caused by our work? Our labour has a 6-month workmanship guarantee. Tell us and we will put it right.
This page applies to orders placed on the ALHareef website, in the ALHareef app, or over the phone. The website and the app share one account, so you see the same orders in both.
Cancelling an order
Cancel it yourself
You can cancel online while the order is still pending (we have not accepted it yet) and no payment has been taken.
- On the website: sign in, go to My account, open the order and choose Cancel this order.
- In the app: open the order and tap Cancel Order. The app shows this button for card orders that have not been paid yet and are still pending. For any other order, contact us.
The cancel option only appears while cancelling online is allowed. A cancelled order cannot be brought back online. If you change your mind, place a new order.
When you need to contact us
Contact us to cancel if:
- the order has already been accepted, or a technician has been assigned
- you have already paid by card
- the cancel option does not appear for your order
Please have your order number ready. You can find it on your order page and in your order messages.
Changing the date or time
You cannot change the date or time of a booking online. Please contact us and we will find a new time with you. Contact us as early as you can.
Paying by card
When you choose to pay by card, you go to a secure payment page run by our payment provider, Network International (N-Genius). Your card is charged there, straight after you place the order.
If the payment did not go through
If the payment fails, or you leave the payment page, nothing is charged. Your order is still saved as unpaid. You can then:
- pay for it later from your order page, using Pay now
- pay when the job is done
- cancel it yourself while it is still pending
If the payment page tells you the bank has not confirmed the payment yet, do not pay again. Your order page updates by itself once the bank confirms.
Refunds on card payments
Contact us and an authorised member of the ALHareef team will arrange the refund through our payment provider. The money goes back to the card you paid with.
We refund card payments when:
- a paid order is cancelled before work starts
- we cannot deliver a service you have paid for
A refund can be for the full amount or part of it. For example, if some of the work was already done, we may refund only the part that was not done.
How long the money takes to appear on your statement depends on your bank and card issuer. If you cannot see it, contact us and we will check it with you.
Paying cash
With cash, you pay when the job is done. Nothing is charged before then, so cancelling a cash order costs you nothing. You can cancel it yourself on the website while it is still pending, wherever you booked it. The app does not offer cancel for cash orders. After that, contact us.
Price agreed before work starts
You see and agree the price before any work starts, and nothing is added on site. You only pay for the work you agreed to.
Products and parts
Products from our shop, such as batteries, tyres and other car products, are supplied as part of an order. Until the order is fulfilled, they follow the same cancellation and refund rules as the rest of the order.
If a part turns out to be faulty, it is covered by the manufacturer's warranty. How long the warranty lasts depends on the product and its manufacturer. Contact us with your order number and tell us what is wrong.
Our workmanship guarantee
Our labour has a 6-month workmanship guarantee. If a problem is caused by our work within 6 months, contact us and we will put it right.
Discount codes
If you cancel an order that used a discount code, contact us to ask whether the code can be used again.
How to contact us
- Hotline: 800 349 48
- WhatsApp: +971 52 293 4604
- Email: support@alhareef.ae
Please include your order number and tell us what you would like to do: cancel, reschedule or ask for a refund.
This policy does not affect your rights under UAE consumer protection law.