Support
How to contact us
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?
If there are 60 minutes or more before the booked time, cancel the order under "My orders" (you receive a full refund) and book the new time that suits you. If there are less than 60 minutes left, contact support.
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 the order in the app up to 60 minutes before the booked time and receive a full refund to the original payment method. The time it takes for the refund to appear in your account depends on your bank or card issuer. If there are less than 60 minutes left, contact support. 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. Prices shown in the app include 15% VAT.
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 coming soon to the App Store and Google Play.
How do I delete my account?
From the account screen in the app, or by emailing us. Details are on the Delete account page.