Booking and Refund Policy – Ajarlee

At Ajarlee, we are committed to providing our customers with a reliable and exceptional car rental experience. We understand that certain circumstances may require a refund request; therefore, we have established a clear policy that protects customer rights and ensures flexibility in handling different cases. We kindly ask our valued customers to review the following terms and conditions related to the booking and refund process.

By accepting the Booking and Refund Policy, you acknowledge that you have reviewed all the terms set out in this document, including the terms related to the bank card guarantee and the cash deposit, and that you fully agree to them prior to confirming your booking. Please note that Ajarlee is an intermediary platform that brings together car rental offices, and that the obligations described below relating to the booking guarantee (such as notification, refund, and documentation of deductions) are direct obligations between the customer and the renting office under the rental contract.

I. Refund Policy

1. Full Refund (100%)

Customers are entitled to a full refund in the following cases:

A technical issue prevents the use of the service, provided it is reported within two days of payment.
The requested car or a similar alternative is unavailable.
A refund request is submitted on the same day of payment (before the end of the day according to Oman time, GMT+4). If submitted after that time, currency exchange differences and bank fees may apply. This must be done during official working hours (10:00 AM – 6:00 PM). The refund may be subject to bank processing time.
The booking is canceled by the company for reasons beyond control (e.g., force majeure or unexpected operational issues).
Delay in delivering the car for more than two hours beyond the scheduled booking time, with the car not received.
The booking was made under a free cancellation condition.

2. Partial Refund

A partial refund will be issued in the following cases:

A 90% refund will be issued if cancellation is requested at least 48 hours before the scheduled pickup time.
An 85% refund will be issued if the booking is canceled without a reason. The customer will also bear any applicable currency exchange fees. This applies when the rental office waives its right in accordance with its own refund policies.
The delivery fee will be refunded to the customer's wallet if the car is not delivered within one hour of the agreed time. No refund will be issued if the customer decides on their own to go to the office instead of waiting at the agreed location.
If an alternative car is provided but refused by the customer, the amount will be refunded minus any applicable delivery charges.

3. No Refund (0%)

Refunds are not applicable in the following cases:

If the customer has received the car or an alternative car and did not report an issue before the end of the rental period, as this implies acceptance.
If a refund request is made less than 48 hours before the scheduled pickup time.
Failure to show up to collect the car at the agreed time.
If the booking was made under a non-refundable condition.

II. Booking Guarantee (Bank Card and Cash Deposit)

These terms vary from one office to another and are displayed in the car and office details at the time of booking. Customers are advised to review them carefully before completing the booking, and to contact the office directly after booking for any additional details.

4. Bank Card Guarantee Terms

Some rental offices do not accept the deposit amount in cash, and instead require registering bank card details within the rental contract as a guarantee, as follows:

Omani customers: A Bank Muscat debit card is accepted, as well as any credit card from any other bank.
Customers from outside the Sultanate of Oman: Only credit cards are accepted; debit cards are not accepted.

The customer must present the bank card to the relevant office upon vehicle pickup so it can be registered within the rental contract. If the card is not presented, the office has the right to decline completing the contract.

Use of the registered card as a guarantee:

In the event of an accident, God forbid, or traffic violations committed during the rental period, the office will first notify the customer of the value of the damages or violations due, along with the supporting evidence.
The office will grant the customer a reasonable period to respond and settle the amount directly, or to contact the office.
If the customer does not respond within the period set by the office, the office has the right to deduct the amount due from the registered card guarantee.
In all cases, the office will document the reason for the deduction and provide the customer with the supporting evidence.

5. Cash Deposit Terms

For offices that require a cash deposit instead of a bank card guarantee:

The deposit amount will be held by the office for a period of no less than 45 days, and this period may be longer depending on each office's own policy.
The office will refund the deposit amount to the customer after confirming that the rental period is free of any traffic violations, damages, or other financial obligations owed by the customer.
If any violation or damage arises during the deposit holding period, the office has the right to deduct the amount due from the held deposit, while providing the customer with the supporting evidence for the deduction prior to the deduction, and the remaining balance will be refunded to the customer afterward.
The deposit holding period and refund procedures vary from one office to another, and will be clarified by the relevant office at the time of booking confirmation.

6. General Provisions for the Booking Guarantee

The terms for registering the guarantee (whether via bank card or cash deposit) vary from one office to another, and the relevant office is responsible for clarifying and applying these terms with the customer.
The customer's acceptance of this policy via the agreement checkbox before completing the booking constitutes acknowledgment of acceptance of all the terms above, which apply directly between the customer and the renting office.

III. E-Wallet Policy

1. Wallet Definition

The e-wallet is a financial balance within the Ajarlee app that customers can use to pay for bookings and services available in the app. It is also the default destination for refunds.

2. Adding Balance to the Wallet

Balance is added to the wallet in the following cases:

Refunds processed in accordance with the Refund Policy.
Compensation for cancellations or delays caused by the company.
Promotional offers or coupons.

Note: Refunded amounts from paid bookings can be requested for transfer to the customer's bank account within 7 working days from the date the request is approved.

3. Withdrawal and Transfer

Promotional amounts or gifts cannot be withdrawn or transferred and can only be used for bookings within the app.
The company reserves the right to reject any withdrawal request if the balance originates from a non-withdrawable source (such as offers or gifts).

4. Usage

Wallet balance can be used fully or partially to pay for a booking.
If the balance is insufficient, the customer can pay the remaining amount via available payment methods.

5. Validity

Wallet balance from offers or coupons has a specified validity period stated at the time of addition, with a maximum of one year if not specified.
Refunded amounts from paid bookings remain in the wallet and expire after one year unless withdrawn or used.

6. General Provisions

Any use of the wallet implies the customer's acceptance of this policy.
The company reserves the right to amend or update the wallet policy at any time in accordance with applicable laws and business requirements.
Refunds are automatically sent to the e-wallet unless the customer requests a transfer to their personal bank account.
When a refund is processed to the e-wallet, the customer will be notified via the app as soon as the amount is added.

Bank Disclaimer

Please note that the full refund amount may not always be received by the customer, as some banks deduct their own fees during the refund process. This does not mean that Ajarlee has not completed the full refund from our end. Delays in fund arrival due to bank processing times are also outside our control.

Important Notes

All refund requests are processed according to internal procedures, and customers will be contacted to confirm the process.
Refunds are processed within 7 working days.
Ajarlee reserves the right to amend this policy in accordance with applicable laws and business requirements.
Refunds are automatically returned to the e-wallet unless the customer requests a refund to their personal bank account (for more information, please see the E-Wallet Policy above).

Closing Note

In case of any conflict or discrepancy between the Arabic and English versions of this policy, the Arabic version shall be the authoritative and governing language.