Cancellation & Refund Policy

1. Trip cancellation

• Users may cancel the transaction before starting the trip and unlocking the scooter without incurring usage fees.
• Once the trip has started, the unlocking fee and the actual usage duration are charged according to the prices announced in the app.
• When the trip is ended correctly, usage charges stop in accordance with the app system.

2. Refund eligibility

Users may submit a refund request in the following cases:

• An amount is charged without successfully activating the scooter.
• The same transaction is charged twice.
• A technical fault in the app or scooter prevents the user from using the service.
• Additional fees are charged in error.
• Cancellation of an unused package or subscription is requested, subject to the approved package terms.

3. Cases not eligible for a refund

• Completed trips during which the user used the service normally.
• Amounts due for the actual usage duration.
• Used packages or subscriptions, except in cases of technical errors or as determined by the company in accordance with the approved policy.

4. How to request a refund

Requests must be submitted through the support section in the DOZ app or official communication channels, including:

• The user’s name and registered phone number.
• The trip or financial transaction number.
• The transaction date and the amount charged.
• The reason for requesting a refund, with an image attached if available.

5. Response and refund timelines

• An initial response to the request will be provided within 3 business days.
• The request will be reviewed and a decision made within 5 business days.
• If approved, the amount will be refunded to the original payment method. The process may take 7 to 14 business days, depending on the procedures of the bank and payment service provider.

6. General provisions

• Refund requests are reviewed and verified before approval.
• No additional fees that have not been disclosed to the user will be charged.
• All cancellations and refunds are subject to the terms announced in the app and comply with the regulations in force in the Sultanate of Oman.
• The company reserves the right to update this policy and publish updates on the website.