Return & Cancellation Policy

Last Updated: 20th October, 2025

At One Go , we strive to make your experience of buying, selling, or booking automotive services simple, secure, and fair.

This policy explains how returns, cancellations, and refunds are handled across our platform — whether you’ve purchased a product or booked a car service.

1. General Guidelines

• Returns and cancellations apply only to eligible orders made through our platform.
• All requests must be raised within the defined time window mentioned below.
• No cash refunds are issued under any circumstances.
• Approved refunds are provided in the form of a voucher, promo code, or store credit, which can be used for future purchases or bookings on our platform.

2. Product Orders (Accessories, Parts, Tools, etc.)

a. Order Cancellation

• You can cancel your order before it is shipped by the vendor.
• Once the order is shipped, cancellation is no longer possible.
• Cancellations can be requested through My Orders → Cancel Order.

b. Product Returns

You may request a return within 7 days of delivery if:

• The product is damaged, defective, or not as described
• You received the wrong product or model

Return Conditions:

• Item must be unused, undamaged, and in its original packaging.
• Certain categories (e.g., oils, electrical parts, or batteries) are non-returnable for safety and quality reasons.
• Vendor approval is required before return pickup or replacement.

c. Refunds via Vouchers

Once the return is approved and verified:

• A voucher or promo code equivalent to the refund amount will be issued.
• The voucher will be valid for 90 days from the date of issue.
• It can be used toward any future purchase or service booking on our platform.
• Shipping fees (if applicable) are non-refundable unless the return is due to a vendor error.

3. Service Bookings (Maintenance, Car Wash, Inspection, etc.)

a. Service Cancellation

• You can cancel your service up to 12 hours before the scheduled time for a full refund (as a voucher).
• Cancellations made less than 12 hours before may result in a partial voucher refund or no refund, depending on vendor policy.
• No-show bookings (where the car is not presented at the appointment time) are not eligible for any refund.

b. Service Quality Issues

If a service is not delivered as promised:

• Report the issue within 24 hours of completion.
• Include order details and relevant photos if needed.
• We’ll work with the vendor to investigate and may offer a partial or full voucher credit as compensation.

4. Non-Returnable and Non-Refundable Items

Some items and services are not eligible for return or refund, including:

• Custom-made or personalized products
• Consumables (oils, fluids, lubricants, or batteries)
• Services already rendered or completed
• Digital or downloadable items (e.g., inspection reports)

5. How Voucher Refunds Work

• Refunds are processed as digital vouchers or promo codes, not cash.
• You’ll receive the code via email or SMS once approved.
• Vouchers can be redeemed only on One Go and cannot be exchanged for money.
• Multiple vouchers can be used together on eligible transactions.

6. Vendor Responsibilities

• Vendors are required to follow this policy and maintain fair practices for all users.
• Repeated non-compliance with return/cancellation obligations may result in suspension or delisting from the platform.

7. Contact Us

For return, cancellation, or voucher-related questions, please contact our support team:

📞 +966555555555

Working Hours: Sunday–Thursday, 9 AM – 6 PM (KSA time)