Cancellation & Refund Policy

Cancelling a booking

Cancel from the booking in the Sahel app.

• Cancelling is free within 2 hours of making the booking.
• A small cancellation fee may apply, for example on bookings made at short notice.
• Before you confirm a cancellation, the app shows whether there is a fee and how much it is.

If there is no fee, you get the full amount back. If there is a fee, you get back what you paid minus the fee.

Changing the time

You can move a booking to another available time in the app. Before you confirm, the app shows whether the change costs anything.

If we are late

Every booking has an exact start time. If the crew arrive late:

• More than 15 minutes late: we automatically add a credit of 10% of the job's price to your Sahel wallet.
• More than 1 hour late: you can cancel the booking free of charge and get a full refund.

If your cleaner is ill

If your cleaner cannot come because they are ill, we first try to send another member of our team who is free.

If nobody else is free, you choose one of these in the app:

• A new time for the booking.
• One cleaner for twice the hours, at the same price.
• A full refund.

The app shows the choices that apply to your booking.

Car size corrected on arrival

The app sets your car's size from its make and model. If the size is wrong, the crew correct it on arrival with a photo. If the correct size costs more, the difference is charged automatically. If it costs less, the difference is refunded automatically.

Repeat bookings

Each visit in a repeat booking is charged 24 hours before it starts. If a visit is still unpaid 6 hours before it starts, only that visit is cancelled, you are not charged for it, and the rest of the repeat booking continues.

How refunds are paid

Refunds go back the way you paid. Card payments are refunded through HyperPay to the same card. Anything paid from your Sahel wallet goes back to your wallet.

Once we send a refund, how long it takes to appear depends on your bank.

Credits, such as the late-arrival credit, go to your Sahel wallet in the app, not to your card.

Damage

If you believe something was damaged during a job, report it in the app within 24 hours after the job ends.

For car washes, the crew take 8 set photos around the car before and after every wash. We use them, with the job's other records, to review your claim, and we tell you the outcome in the app.

Other problems

If a job was not done as booked, report a problem from the booking in the app. Sahel's team will review it.

Your legal rights

Nothing in this policy takes away or limits any right that Jordanian law gives you as a consumer.

Contact

For help with a booking, use the Sahel app. For questions about this policy, email support@trysahel.life.

Al Sahl Al Saab Home Cleaning Services / Limited Liability Company, Amman, Jordan.