Effective date: 16 September 2026
1. Cancelling a service or pickup request
You can cancel a service or pickup request at any time before the pickup takes place, free of charge. To cancel, reply on WhatsApp or contact us with your ticket number (e.g. IMX-KSA-00012).
2. After pickup, before repair
If you cancel after the product has been collected but before the repair starts:
- the inspection fee (if any) applies;
- the pickup/delivery fee (if any) applies for returning the product;
- any other amount you have paid is refunded in full.
3. After a quotation is sent
If you decline a repair quotation, the request is cancelled. Only previously disclosed inspection fees for an inspection already performed and pickup/return fees for transport already provided apply. Your product is returned and any unused balance is refunded.
4. After repair has started
Once repair work has begun, the request cannot be cancelled. Charges for work already completed and parts already installed remain payable.
5. Dealer payments
A dealer payment can be cancelled while it is still pending, simply by not completing checkout. Once a payment has been confirmed, it cannot be cancelled. Instead, a refund can be requested under our Refund & Return Policy.
6. Cancellation by IMPEX
We may cancel a request if the information provided is incorrect, if the product is not covered by our service, or if collection cannot be arranged after contacting you. In these cases, any amount paid for work not performed is refunded in full to the original payment method.
7. Refund timing
Refunds resulting from a cancellation follow section 6 of the Refund & Return Policy.