Refund & Cancellation Policy

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REFUND & CANCELLATION POLICY

SLOTMAN Mobile Application
Operated by PARKMATE VALET PARKING SERVICES L.L.C.
Dubai, United Arab Emirates

Effective Date: 06-04-2026

1. Application of this Policy

1.1 This Refund & Cancellation Policy governs all service bookings made through the SLOTMAN mobile application (the “Application”) operated by PARKMATE VALET PARKING SERVICES L.L.C. (the “Company”).

1.2 This Policy forms part of the contractual framework governing use of the Application and must be read together with the Terms and Conditions.

2. Nature of Services and Charges

2.1 The Company provides on-demand valet parking services within the Emirate of Dubai.

2.2 Service charges are calculated on an hourly basis commencing from the time of physical vehicle handover to the authorised driver.

2.3 All payments are processed electronically through authorised third-party payment service providers. Cash payments are not accepted.

3. User Cancellation Prior to Driver Arrival

3.1 A user may cancel a booking prior to driver arrival.

3.2 Where cancellation occurs after driver dispatch but before arrival at the designated pickup location, the Company reserves the right to apply a reasonable cancellation charge reflecting operational costs incurred.

3.3 Where cancellation occurs prior to driver dispatch, no charge shall apply.

3.4 For the avoidance of doubt, any cancellation charge applied pursuant to Clause 3.2 may be equivalent to the minimum applicable service charge displayed within the Application at the time of booking.

4. User No-Show

4.1 Where a driver arrives at the confirmed location at the scheduled booking time and the user fails to present the vehicle within a reasonable waiting period, the booking may be treated as a no-show.

4.2 In such circumstances, the applicable service charge for the initial booking period may be levied.

4.3 The Company shall not be liable for any loss, inconvenience, or cost arising from a no-show classification.

5. Driver Delay and Refund Eligibility

5.1 The Company endeavours to ensure punctual driver arrival.

5.2 A refund shall be available only where the assigned driver arrives more than fifteen (15) minutes later than the confirmed booking time.

5.3 Eligibility shall be determined solely by system-generated timestamps recorded within the Application.

5.4 No refund shall apply where delay results from:

(a) force majeure events;
(b) traffic congestion beyond reasonable operational control;
(c) inaccurate location information provided by the user;
(d) user unavailability at the designated location.

6. Scope and Limitation of Refund

6.1 Where approved, any refund shall be limited strictly to the applicable service charge for the affected booking period.

6.2 Refunds shall not extend to indirect losses, consequential damages, opportunity costs, loss of use, or inconvenience claims.

6.3 Approved refunds shall be processed through the original method of payment.

6.4 Refund processing may take between five (5) to ten (10) business days, subject to the procedures and timelines of the relevant payment service provider. The Company shall not be responsible for delays attributable to the payment processor or financial institutions.

7. Early Termination of Service

7.1 Where a user elects to terminate the service after vehicle handover and prior to completion of the booked period, service charges shall continue to accrue until the vehicle is returned.

7.2 Partial-hour calculations may be rounded in accordance with the pricing structure displayed within the Application.

8. Non-Refundable Circumstances

8.1 Except as expressly provided in Clause 5, service charges are non-refundable.

8.2 Refunds shall not be issued in circumstances including but not limited to:

(a) change of mind following driver dispatch;
(b) dissatisfaction not attributable to a material service failure;
(c) user delay or unavailability;
(d) disputes relating to vehicle condition, which are governed separately under the Terms and Conditions.

9. Chargeback and Payment Disputes

9.1 In the event of a payment reversal, chargeback, or dispute initiated through a card issuer or financial institution, the Company reserves the right to contest such chargeback where services have been duly performed.

9.2 Where a chargeback is determined to be unjustified, the Company reserves the right to recover the outstanding amount and any associated administrative or processing costs to the extent permitted by applicable law.

10. Website and Marketing Alignment

10.1 Any descriptions of service quality, punctuality, or operational performance appearing on the Website or within marketing materials are indicative in nature and do not constitute a guarantee of uninterrupted or error-free service.

10.2 Refund eligibility shall be determined strictly in accordance with this Policy and not by reference to general promotional statements.

11. Dispute Notification

11.1 Any dispute relating to service charges or refund eligibility must be raised within twenty-four (24) hours of service completion.

11.2 The Company reserves the right to request supporting documentation and system verification prior to determining refund eligibility.

12. Limitation Subject to Applicable Law

Nothing in this Policy shall operate to exclude or limit liability to the extent such exclusion or limitation is prohibited under the applicable laws of the United Arab Emirates.

13. No Waiver

13.1 No failure or delay by the Company in exercising any right, power, or remedy under this Policy shall operate as a waiver of that right, nor shall any single or partial exercise preclude any further exercise of the same or any other right.

14. Amendments

14.1 The Company reserves the right to amend this Policy from time to time.

14.2 Updated versions shall be published within the Application and shall take effect upon publication.

14.3 Continued use of the Application following publication shall constitute acceptance of the revised Policy.