Terms and conditions

Article One: Introduction

These terms and conditions govern the contractual relationship between SWEATER company and all users of the SWEATER app ("the Customer"). Using the app, creating an account, or requesting any service constitutes explicit acceptance of all these terms and conditions.

Article Two: Definitions

The following terms have the meanings set out next to each, unless the context requires otherwise:

The Company: SWEATER.
The App: the SWEATER app and all its electronic services.
The Customer: any person who uses the app or requests any of its services.
Service Provider: the service provider (SWEATER).
The Service: all services offered and available for request within the SWEATER app.
The Package: a set of services made available by SWEATER to the customer for a specified fee, subject to a validity period, a number of uses, and special conditions set by the Company.
Subscription: a service that allows the customer to benefit from a specific package or set of features for a period of time or a specific number of services, according to the terms announced by the Company.
Electronic Credit: an electronic value recorded in the customer's account within the app, whether resulting from compensation, a promotional offer, or any other reason, which does not constitute a cash amount and may not be redeemed for cash, transferred to others, or exchanged.
Company's Official Channels: the app, the website, the approved email address, customer service, and any other means of communication that the Company announces as officially adopted for receiving requests, notifications, claims, or correspondence.

Article Three: Account Creation

The Customer undertakes to:

Enter accurate information.
Keep login credentials confidential.
Update information when it changes.
Not create more than one account with intent to misuse the app.
Acknowledge, upon creating an account, that they have reviewed all terms and conditions.

The Customer bears responsibility for all operations carried out through their account.

Article Four: Requesting the Service

The Customer may request any service available through the app according to the prices and times shown. Submitting a request is not considered final acceptance until confirmed by the Company.

Payment of the service fee, or receipt of a payment notification, or deduction of the amount from a payment method, is not considered final acceptance of the request unless the Company or its approved payment service provider confirms successful receipt of payment. The Company may suspend or cancel the request if the payment process is not completed or the amount cannot be collected for any reason, without any liability arising to the Company as a result.

The Company may refuse, reschedule, or cancel any request, or suspend, restrict, or stop the use of the app or any of its services, if execution is prevented for operational, security, technical, or regulatory reasons, or due to poor weather conditions or force majeure, or upon suspicion of misuse of the app or violation of these terms and conditions, or whenever necessary to protect the interests of the Company or its users or to comply with laws and instructions. All of this is without any liability to the Company, subject to mandatory applicable laws.

Article Five: Prices and Payment

The prices shown in the app at the time the request is confirmed shall apply, and payment shall be made through one of the payment methods approved by the Company.

The Company has the right to modify prices and offers in the future, without affecting requests that have already been confirmed.

Promotional offers and discount codes are subject to the terms, duration, and scope of use specified for them. The Company may determine who is eligible for them, restrict their use, modify them, or discontinue them. More than one offer or discount code may not be combined, exchanged for cash, or transferred to a third party, unless the Company decides otherwise. This is without prejudice to previously confirmed requests.

Article Six: Customer Obligations

The Customer undertakes to:

Adhere to the location chosen when requesting the service.
Respond within 10 minutes at the start of the booking time.
Provide a safe location for performing the service.
Take all necessary actions to enable the service provider to access the location where the service is to be provided, and bear the consequences of any failure to gain access.
Disclose any faults, modifications, or special conditions relating to the vehicle.
Not obstruct performance of the service.
Inspect the vehicle immediately upon completion of the service, and no later than 3 hours afterward.
Remove all personal belongings, valuables, and detachable accessories before the service is performed. The Company bears no liability for their loss, damage, or any harm resulting from their being left in place or handled at the customer's request.

Article Seven: Cancellation and Refund Policies

First, cases in which the Company is entitled to the full service fee, with no obligation to refund the amount or re-provide the service:

Cancelling the request 3 hours or less before the scheduled service time.
The customer's failure to respond to the service provider (the Company) within 10 minutes of the scheduled service time.
The customer directing the provider to a location other than the one registered at booking, resulting in cancellation of the request.
The vehicle not being present at the location for 10 minutes, for any reason attributable to the customer.
Failure to provide the service for any reason attributable to the customer (the service requester).
The service provider (the Company's representative) being prevented from accessing the vehicle's location for security or regulatory reasons.
The customer directly or indirectly preventing the service provider from performing the requested service.
If the service provider (the Company) arrives at the location and identifies the vehicle without the customer responding within 10 minutes, only an exterior wash will be performed, and the interior washing fee shall be non-refundable.

Second, Handling of Requests and Claims:

All amounts paid for services, packages, or subscriptions are considered final payment for the requested service. Cancellation of a service, inability to perform it, rescheduling it, or any complaint about it does not create an obligation on the Company to refund the amount paid.

The Company alone, at its absolute discretion, has the right to handle any request or complaint in the manner it deems appropriate, including re-performing the service, rescheduling it, granting electronic credit, or any other resolution.

The Company's taking of any such action does not constitute an admission of liability or create any additional right for the customer. The customer's acceptance of any compensation, service re-performance, rescheduling, electronic credit, or other resolution offered by the Company constitutes final settlement of the claim in question, and the customer may not thereafter claim a refund or any additional compensation for the same incident. This is without prejudice to mandatory applicable laws.

Article Eight: Service Performance

The Company exercises the customary professional care in performing services, using appropriate materials and tools that meet approved standards, aiming to select the best of these to serve customers.

The Company does not guarantee the removal of all stains, odors, old marks, prior damage, or results exceeding the nature of the requested service.

Article Nine: Limits of Company Liability

The Company's liability is limited to direct damages resulting from a proven error during service performance, within the limits permitted by law.

The Company bears no liability for damages or consequences resulting from the use of any materials, tools, products, or equipment that the customer requests to be used, or that the customer, their representative, or any party on their behalf provides. Use of such items is considered to be at the customer's request and full responsibility, unless the damage results from gross error or intent on the part of the Company or its personnel.

The Company is not liable for any of the following:

Pre-existing defects or damage.
Mechanical, electrical, or electronic malfunctions.
Paint fading or color variation resulting from the vehicle's condition.
Protective coatings, prior modifications, or additions.
Any indirect, commercial, or consequential losses.

No provision in this article shall be interpreted as a waiver of liability in cases where the law prohibits such a waiver.

Article Ten: Claims

The Customer undertakes to inspect the vehicle immediately upon completion of the service, or within no more than 3 hours of its completion.
The Customer undertakes that, should there be any observations or complaints about the service provided, they will submit them within 12 hours of the completion of the service, through the SWEATER app. Should this period elapse without a report being submitted, the Customer (service requester) acknowledges forfeiture of their right to claim or seek compensation.
If handling the claim requires the Customer to provide the Company with any information, documents, or photos, or to allow inspection of the vehicle, or to take any other action necessary to verify the claim, and the Customer fails to complete this within 12 hours of being notified through one of the Company's official channels, the Company has the right to close the claim, which shall be considered a waiver of pursuing it further, unless the Company decides otherwise.

Article Eleven: Polishing Service

All provisions apply to the polishing service, with the following exceptions detailed below:

If there is a technical observation relating to the polishing service, and an actual, direct issue is confirmed, it will be addressed within 3 days of the date the observation was raised. No financial compensation or repeat service will be provided; only the specific issue will be addressed.
The waiting period is 30 minutes from the scheduled start time of the service.

Article Twelve: Compensation upon Proof of Damage

The Customer is not entitled to any compensation under this article unless direct material damage to the vehicle is proven to have resulted from a confirmed error during service performance, and the Company's liability for it is established, provided the damage does not arise from any of the excluded cases set out in Article 9 above. Where compensation is due, it is limited to the proven direct material damage and to the extent necessary to remedy it, in accordance with applicable law.

Article Thirteen: Packages and Subscriptions

All provisions applicable to a single wash apply to packages and subscriptions. If the Customer cancels a package or subscription before its term ends or its services are used up, the services already used shall be recalculated at their full, non-discounted price. Cancellation does not entitle the Customer to any cash refund, and any remaining credit, if any, shall be handled at the Company's absolute discretion.

Article Fourteen: Prohibited Use

The Customer is prohibited from:

Misusing the app.
Submitting invalid claims.
Using unlawful payment methods.
Impersonating others.
Mistreating service providers.

Article Fifteen: Intellectual Property

All rights to the app, trade name, trademarks, logos, software, and content belong to the Company.

Article Sixteen: Data Protection

The Company is committed to processing personal data in accordance with applicable laws and its approved privacy policy.

Article Seventeen: Amendments

The Company has the right to amend, update, or replace any provision of these terms and conditions whenever it deems appropriate. Amendments become effective and binding from the date of publication through the app. The Customer's continued use of the app or request for any service after the amendments take effect constitutes explicit and final acceptance of them and commitment to their provisions, without the need for separate consent, subject to relevant laws and regulations.

Article Eighteen: Governing Law

These terms are governed by the laws of the Kingdom of Saudi Arabia.

Article Nineteen: Customer's Legal Acknowledgments

By using the app or requesting any service, the Customer acknowledges and agrees to the following:

That their electronic acceptance of these terms and conditions constitutes explicit and binding acceptance of all their provisions and legal effects, and an acknowledgment that they have reviewed them, understood their content, and agreed to them. These terms shall have legal evidentiary weight under applicable laws in the Kingdom of Saudi Arabia, and the Customer may not disclaim them or argue that they did not read, review, or know their content.
That all requests, transactions, electronic records, usage data, system logs, time and location records, notifications, correspondence, and photos or video clips captured before, during, or after service performance are considered valid evidence that the Company may rely upon in the event of any dispute.

Article Twenty: General Provisions

These terms and conditions may not be challenged after they have been accepted, an account created, or a service requested.
The Company's failure to exercise any right granted to it under these terms and conditions, or delay in exercising it, shall not be considered a waiver of that right, nor shall it prevent the Company from exercising or asserting it later.
If any provision of these terms and conditions is found to be void, unlawful, or unenforceable, in whole or in part, this shall not affect the validity or enforceability of the remaining provisions. The effect of invalidity or unenforceability shall be limited to the affected provision or part, and it shall be replaced, to the extent permitted by law, with a provision that achieves the closest possible purpose to the original provision.
These terms and conditions constitute the legal reference governing the relationship between the Customer and the Company, and all their legal effects arise upon account creation, acceptance of the terms and conditions, or a service request.