Refund and Cancellation Policy
1. Overview
This Policy explains how PinWash handles cancellations, refunds, and balance-related requests. References to amounts being “returned to your Purchased Balance” mean funds are credited to your in-app wallet — not to your payment card. To receive a refund to your payment card, request one separately under Section 5.
Damage-related claims are handled under our Damage Claim Policy and are not covered by this Policy.
2. Cancelling a Booking
2.1 Before Operator Assignment
Cancel at any time before an Operator accepts without charge. The full wash amount is credited back to your Purchased Balance in the App.
2.2 After Operator Assignment
A cancellation fee may apply if you cancel after an Operator has accepted and started travelling. Any fee will be clearly shown before you confirm. You will not be charged a fee not displayed before confirmation.
2.3 During the Wash
You cannot cancel through the App once a wash has begun. Contact the Operator through in-app chat and, where necessary, PinWash Support at support@pinwash.co. Fees for partially completed services may apply.
2.4 Booking Expiry
Unconfirmed bookings expire after 5 minutes. The wash amount is credited back to your Purchased Balance.
2.5 Operator Cancellation
If an Operator cancels, the full amount is credited back to your Purchased Balance. You may choose reassignment or an immediate credit.
3. No-Show Policy
A no-show occurs when your vehicle is not accessible when the Operator arrives. Before recording a no-show, Operators must make reasonable attempts to contact you and may be required to provide GPS, timestamp, and photographic evidence of their attendance.
In the event of a confirmed no-show, the wash amount may not be refunded. Contact support@pinwash.co within 24 hours if you believe exceptional circumstances apply. Repeated no-shows may result in account restrictions.
4. Operator Cancellation and Reassignment
If an Operator cannot complete a confirmed booking, the full amount is credited to your Purchased Balance. Where possible we will attempt to reassign another Operator.
5. Refund of Purchased Balance to Payment Card
5.1 Requesting a Refund
Contact support@pinwash.co with your account email and the amount to refund. Providing complete information starts the review process.
5.2 Refund Method
Refunds are made to the original payment method only. We may request identity verification before processing. We do not transfer refunds to different cards or accounts.
5.3 Processing Time
Refunds are typically processed within 5 to 10 business days of approval.
5.4 Payment Processing Costs
Where permitted by applicable law, non-refundable processing costs may be deducted. Any deduction will be disclosed before the refund is processed.
5.5 EU Consumer Withdrawal Rights
EU consumers may have a 14-day statutory withdrawal right for certain distance contracts. By booking a wash you expressly request the service begins before that period expires. Once a wash is fully performed you may lose the right of withdrawal for that transaction, to the extent permitted by law.
6. Bonus Balance
Bonus Balance has no cash value and is not refundable in any circumstances unless required by law. This includes top-up bonuses, referral credits, and promotional credits. Bonus Balance expires 90 days after being credited unless otherwise stated.
7. Disputed Balance Charges
Contact support@pinwash.co within 30 days of any transaction you believe was made in error. We respond within 5 business days.
8. Fraud and Chargeback Policy
If a payment is reversed or charged back without valid justification, we may suspend your account, deduct the reversed amount from your Balance, cancel associated bonuses, and take steps to recover losses. We may refuse or investigate refund requests where we reasonably suspect fraud, chargeback abuse, refund abuse, money laundering, or other misuse of the Platform.
9. Consumer Rights
Nothing in this Policy limits or excludes any rights you have as a consumer under applicable law.
10. Contact
Email: support@pinwash.co
Website: pinwash.co