Return & Refund Policy

This Return and Refund Policy outlines the terms under which Naga Car Wash ("we", "our", or "us") processes refund requests made through the Naga Wash mobile application or website.

1. Booking Cancellations

Customer-Initiated Cancellations

Bookings may be cancelled through the Naga Wash app before the service has commenced. Cancellation is only permitted for bookings with a status of Pending and an Unpaid payment status.

Once a booking has been paid or the service has started, cancellations are no longer accepted through the app. Please contact our Sales Department directly in such cases.

Naga Wash-Initiated Cancellations

In the unlikely event that we need to cancel your booking due to operational reasons (e.g. equipment failure, staff unavailability), you will be notified promptly and a full refund will be processed.

2. Refund Eligibility

Refunds may be considered under the following circumstances:

• Duplicate payment for the same booking
• Overcharge or incorrect amount deducted
• Service could not be completed due to our fault
• Technical payment failure resulting in a charge without a confirmed booking
• Credit top-up amount not reflected in wallet after a successful Fiuu payment

Refunds are not applicable for:

• Services that have already been completed
• Change of mind after payment is made
• Credit wallet balances (credits are non-refundable to bank once loaded, but can be used for future bookings)
• Promotional or discounted services

3. Refund Process

To initiate a refund request, please contact our Sales Department with the following details:

• Your full name and registered mobile number
• Booking ID or transaction reference
• Date of booking or payment
• Reason for refund request
• Screenshot of payment confirmation (if available)

4. Refund Timeline

Once a refund is approved:

• Credit Wallet Refunds — credited within 1 business day
• Payment Gateway Refunds (Fiuu) — processed within 7–14 business days, subject to your bank's processing time

We will notify you via the app or email once your refund has been processed.

5. Payment Gateway Disputes

If you believe you have been charged incorrectly via Fiuu (our payment gateway), you may also contact Fiuu directly or raise a dispute through your bank. However, we encourage you to contact us first at sales@nagawash.my so we can resolve the issue quickly.

6. Credit Wallet Policy

Credits loaded into your Naga Wash wallet via the app are:

• Valid for use on all bookings and services in the app
• Non-transferable to other accounts
• Non-refundable as cash once loaded, except in the event of a documented technical error
• Not subject to expiry (credits do not expire)

7. Changes to This Policy

We reserve the right to update this policy at any time. Changes will be effective upon posting to this page. We recommend reviewing this policy periodically.

8. Contact Us

For all refund-related queries, please contact our Sales Department:

• Phone / WhatsApp: +60 16-603 7232
• Email: sales@nagawash.my
• Address: Jalan Setia 3/2, Taman Setia Indah, Johor Bahru, Johor