Support
How to contact us
Email and phone
Write to us or call us about any order, question or request about your data.
In the app
Open the "Support" screen in the app and send a report by type: a payment problem, a booking problem, a service problem, or another complaint. You receive a ticket number for your report, and you can also reach support from the order page. Additional contact options may appear on the support screen when available.
We review messages and reports and reply as soon as we can.
Information that helps us help you
- The order number as shown in the app (it starts with PW-) if your question is about an order.
- The mobile number registered to your account.
- A short description of the issue, and a screenshot if possible.
Never share your sign-in verification code with anyone. We will never ask you for it.
Frequently asked questions
Do I need to be there during the wash?
No. Just leave the car at the agreed spot; you get photos before and after the wash.
How do I change my booking time?
There is currently no feature for changing a booking time. Cancel the order under "My orders" while the washer has not set off yet, choose to get the amount back as credit in your account (in full, with no deduction) or to your card, then book the new time that suits you. Choosing credit is the fastest way to rebook, because it is applied to the new order automatically.
When do I get notified?
On confirmation, assignment, when the washer sets off, on arrival, when the wash starts, and when it is done.
How do I track my order?
Open the order under "My orders" to see its stages. While the washer is on the way, their location appears on the map with an estimated arrival time, and you can call them from the order page.
When can I cancel an order?
You can cancel in the app at any time before the washer sets off towards you (the "on the way" stage); once they are on the way, contact support. When you cancel you choose: credit in your PureWash account for the full amount with no deduction, whenever you cancel, or a refund to the original payment method in full if there are 60 minutes or more before the booked time (the window is shown in the app and may differ by city); after that, a deduction shown to you before you confirm the cancellation applies (currently 10% of the amount paid by card). The time it takes for a refund to your card to appear depends on your bank or card issuer; credit is added immediately. Details are in the Terms of Service.
Which payment methods are available?
Payment is made online in advance when booking, by mada, Apple Pay or credit card, and the booking is confirmed only after the payment succeeds. Payments are processed by a licensed payment provider and we do not store your card details. If you have PureWash credit, it is applied to the total automatically and the rest is paid by card; you can switch it off when reviewing the summary. Prices shown in the app include 15% VAT.
What is PureWash credit?
Credit is an amount in your in-app account that comes from a refund for a cancelled order or from an adjustment made by the PureWash team. It cannot be topped up or withdrawn as cash, it never expires, and it can only be used on PureWash bookings. It is applied to your next booking automatically (you can switch it off at payment) and the rest is paid by card. You can see your balance and its history on the account screen. If you delete your account, any remaining credit is forfeited.
How long are the before and after photos kept?
They are kept for a set period and then deleted automatically, currently 90 days from when they were taken. If you have a concern about the car's condition, let us know within that period.
Is the service available in my city?
The service is currently available only in Jeddah, inside the coverage area. When you set the car's location, the app tells you whether it is inside the service area. Coverage may expand in the future, and we will announce it in the app.
When will the app be available?
The app is available now on the App Store and Google Play.
How do I delete my account?
From the account screen in the app, or by emailing us. Note that any remaining credit is forfeited when you delete your account. Details are on the Delete account page.