1. Before Provider acceptance
A Customer may cancel a pending Request in-app free of charge. Heavyar imposes no cancellation fee at this stage.
2. After acceptance and before payment
Under the current policy, the Customer may cancel free of charge after provider acceptance and before payment, with notice to reduce actual cost.
3. After payment and before service
There is no automatic fixed refund percentage. Eligibility depends on reason, payment status and proven, pre-disclosed actual costs that may lawfully be retained. Heavyar does not presume a gateway fee or non-refundable cost exists.
4. After service starts
No automatic full refund is promised. Review considers duration or use, benefit, interruption, breakdown, damage, both parties' evidence and mandatory rights.
5. Provider or Driver cancellation
If the Provider cancels before commencement or cannot supply equipment, repayment for the undelivered service is reviewed. Driver cancellation is assessed by actual impact and available replacement, without reducing mandatory rights.
6. Misdescribed or unsafe equipment
Report promptly and do not use apparently unsafe equipment. Photos, inspection and reports may support a claim where equipment materially differs or is unfit for the agreed purpose.
7. Delay, no-show and force majeure
Responsibility is reviewed by cause, notices, evidence and actual performance. Force majeure is handled under law with mitigation and does not remove a mandatory right for an undelivered service.
8. Duplicate or failed payment
Returning from Tap does not prove a charge; the server verifies status. Report duplicates or pending payments with the Request reference and bank evidence, never a full card number or CVV.
9. Review and execution
Provide Request number, reason, amount, date and evidence. Heavyar may seek information from participants or Tap. Current execution is manual and not ready as an automated feature; after approval, receipt timing may depend on the bank and provider.
10. Dispute and escalation
Support, the card issuer, Tap or a competent authority may be contacted as applicable. Support review does not guarantee an outcome or prevent a statutory channel.
11. Rights and non-retroactivity
Any greater mandatory right under Saudi law prevails. A future notice period, fee or percentage must be disclosed before application and cannot rewrite a past transaction.
Contact and complaints
Contact Heavyar Support at heavyar.official@gmail.com. Do not send passwords or full payment-card details.