Refund Policy
This policy sets the starting position for cancellations, deposits, completed diagnosis, labour, parts, refrigerant, rework and refunds. It protects the value of authorised work and irreversible costs while preserving every consumer remedy that UAE law does not allow us to exclude.
Last updated 31 July 2026
A refund is based on the approved job, not only the final request
A cancellation, change of mind or decision not to continue with a recommended repair does not cancel charges for diagnosis or work already authorised and properly completed. It also does not make used refrigerant, installed items, non-returnable special orders or reasonable third-party commitments refundable. If our service is defective for a reason attributable to us, the mandatory UAE remedy rules continue to apply.
Maximum deduction from a voluntary refund
UAE law does not publish one universal percentage or AED maximum for every workshop cancellation. We therefore do not claim that an arbitrary percentage is a statutory fee. Where a refund is voluntary and no mandatory defect remedy applies, we may deduct the reasonable and supportable value of authorised diagnosis, labour already performed, installed or consumed materials, non-returnable special-order parts, supplier commitments, collection or recovery already provided, and another pre-agreed cancellation cost that reflects the loss caused.
The deduction can use the full amount already paid when those eligible amounts equal or exceed it. We do not deduct more than the amount paid when calculating the refund. A separately invoiced balance for authorised work is not a refund charge and remains subject to the job record and applicable law.
How we decide a request
Identify the job
We confirm the vehicle, invoice, approved scope, payment, date and requested outcome.
Separate the issue
We distinguish cancellation or change of mind from an alleged defect in our service or supplied part.
Inspect where needed
The vehicle, system or part may need inspection before the cause and appropriate remedy can be determined.
Value completed work
We review authorised tests, labour, materials, supplier commitments and any recoverable credit.
Apply the remedy
The result may be re-performance, repair, replacement, account credit, partial refund or full refund.
Record the result
We explain the calculation or corrective action and record it against the relevant transaction.
Common situations and our starting position
| Situation | Workshop starting position | What controls the outcome |
|---|---|---|
| Cancellation before any work or commitment | We refund the unused payment. If no authorised cost or loss was incurred, there is no deduction. | Booking terms, timing of cancellation and transaction record. |
| Late cancellation or missed confirmed booking | A disclosed booking or cancellation amount may be retained only to the extent it is lawful, reasonable and connected to the resulting loss. | Advance disclosure, reserved capacity, actual loss and whether the amount is proportionate. |
| Diagnostic work completed | Properly completed diagnosis remains chargeable even if no repair is approved, the fault is intermittent, or the customer chooses another workshop. | Approved test scope, work performed, findings supplied and whether the diagnostic service itself was deficient. |
| Approved work cancelled after starting | Completed labour, used materials and irreversible commitments are deducted. Only the remaining unused balance is refundable. | Approval record, work stage, time records, materials and supplier documents. |
| Special-order or programmed part | The deposit is applied to the supplier commitment and related authorised costs. Any supplier credit actually recovered is included in the final calculation. | Written approval, order status, supplier return rules, restocking and transport costs. |
| Completed service followed by change of mind | No refund is due merely because the customer later changes their mind when the service matched the approved scope and was properly performed. | Approved scope, invoice, completion and any applicable mandatory right. |
| Service defect attributable to us | We first assess prompt re-performance without extra charge. If we refuse, fail or delay proper performance, the consumer may be entitled to recover the full service price under UAE law. | Inspection, cause, agreed scope and Article 29 of the Consumer Protection Executive Regulations. |
| Damage caused during our repair or maintenance | Repair cost or compensation is assessed as required by law. This policy does not exclude that responsibility. | Cause, condition before service, affected function, repair cost and applicable law. |
| Confirmed defective supplied part | Repair, replacement, refund or another lawful remedy is assessed. A supplier process may be required but cannot remove a mandatory consumer remedy. | Part identity, defect, installation, misuse, external damage and written warranty. |
| Customer-supplied part | The part itself remains the customer’s responsibility unless agreed otherwise. Our workmanship is assessed separately. | Compatibility, source of fault, installation scope and written acceptance. |
| Duplicate or incorrect payment | Verified payment errors are corrected. No cancellation deduction applies to an amount collected by mistake. | Receipt, transaction reference, invoice and settlement record. |
Deposits and advance payments
A deposit may reserve workshop time, fund diagnosis, secure recovery or collection, or authorise a vehicle-specific part order. A deposit is not automatically forfeited and is not automatically fully refundable. It is applied first to eligible authorised work and commitments. We refund any unused balance after lawful deductions.
If a quotation states that a known supplier commitment or booking amount becomes non-returnable at a particular stage, that condition should be disclosed before approval. We may provide the calculation and relevant supporting record where reasonably required.
Re-performance before a monetary refund
When the complaint concerns how our service was performed, we should be given a reasonable opportunity to inspect the vehicle and re-perform the agreed service without extra fees where UAE law requires it. A full refund is not the automatic first result when a lawful and timely correction is available.
Please avoid authorising another workshop to dismantle or alter the relevant work before inspection where practical. If urgent safety or recovery needs make that impossible, keep photographs, reports, invoices and removed parts. This request does not cancel a mandatory right.
Parts, refrigerant and consumables
Installed, opened, programmed, contaminated or vehicle-specific items may have no resale or supplier-return value. Refrigerant, oil, dye, seals and cleaning materials that have been used in an authorised service are consumed items. Their properly supplied value may be deducted from a voluntary refund.
If a supplier accepts a return, the credit actually received is used in the calculation after any lawful supplier restocking, testing, transport or other non-recoverable cost. A supplier condition does not override our direct legal duties to the consumer.
Refund timing and payment route
We acknowledge a complete written request and identify any inspection or documents needed. Timing depends on vehicle access, technical testing, supplier response and the payment channel. An approved monetary refund is normally returned through the original payment method where practical. A bank or payment provider may take additional time to display it.
We do not promise an exact completion date until the facts, amount and payment route are confirmed. This does not permit unreasonable delay where the law requires a remedy.
Mandatory UAE rights control
Nothing in this policy excludes a right or remedy that cannot lawfully be excluded. Article 29 of the UAE Consumer Protection Executive Regulations addresses free re-performance of a defective service and a full-price remedy where the provider refuses, fails or delays proper performance. The same regulations address damage caused when repair or maintenance reduces a vehicle’s value or functions. See the official Cabinet Resolution No. 66 of 2023 and Federal Law No. 15 of 2020.
The current UAE Civil Transactions Law permits agreed compensation but allows excessive amounts to be reduced in defined circumstances. For that reason, this policy uses a reasonable, evidence-based calculation instead of presenting a made-up percentage as the legal maximum. See the official Federal Decree by Law No. 25 of 2025.
Submit a refund or rework request
Include these details
- Name and contact number used for the job
- Vehicle make, model and registration or job reference
- Invoice, quotation or receipt number
- Date and description of the approved work
- What happened and when the symptom appeared
- Photos, videos or warning messages if relevant
- The remedy you are requesting
Contact Car AC Heroes
Send the request in writing on WhatsApp or visit the workshop at AMF Auto Services, 39 Al Quoz 4, Dubai. Keep the vehicle and relevant removed parts available for inspection when reasonably requested.
Phone and WhatsApp: +971 50 608 7150