Terms of Service

1. Acceptance of Terms

By creating an Enaya account, subscribing to any Enaya service tier, requesting an on-demand or emergency session, or using any component of the Enaya platform, you affirm that you are at least 18 years of age, are the registered owner or authorised operator of the vehicle(s) enrolled in your account, and agree to be legally bound by these Terms in their entirety.

If you do not agree to any provision of these Terms, you must not use Enaya's services. Continued use of the service after any update to these Terms constitutes acceptance of the revised Terms as of their effective date.

2. Service Description

Enaya is a mobile vehicle care service. The term "care" in our brand and domain (enaya.care) refers exclusively to the attentive, professional care applied to motor vehicle surfaces.

Our core service categories include:

• Subscription Care Sessions — recurring mobile care visits delivered to your registered address on a scheduled basis according to your enrolled plan. Each session follows Enaya's Standard Operating Procedure (SOP) and generates a documented care record.
• On-Demand Sessions — single-visit vehicle care services bookable outside of a subscription, subject to technician availability and service zone confirmation.
• Emergency Response Sessions — expedited sessions available to enrolled subscribers for urgent care needs, subject to availability and applicable emergency session terms.
• Introductory Sessions — first-time assessment and demonstration sessions available before subscription commitment, covering vehicle condition documentation and SOP walkthrough.

3. Account and Vehicle Registration

To receive Enaya services, you must create an account and register each vehicle you intend to enrol. You are responsible for providing accurate and complete vehicle information, including make, model, year, trim level, and any known surface modifications. Inaccurate vehicle information may result in the selection of incompatible products or techniques, for which Enaya cannot be held liable.

You agree to maintain the accuracy of your account information and update it promptly when changes occur. Enaya reserves the right to suspend accounts where materially false or misleading information has been provided.

Each Enaya account is personal and non-transferable. You are responsible for maintaining the confidentiality of your account credentials and for all activity conducted under your account. Notify us immediately if you suspect unauthorised account access.

4. Subscription Plans and Billing

4.1 Plan Selection

Enaya offers multiple subscription tiers with varying session frequencies and included service levels. The specific services, frequency, and pricing applicable to each tier are described on our Care Path page and incorporated into these Terms by reference. Plan details are subject to change with advance notice as described in Section 16.

4.2 Billing

Subscription fees are billed on the cycle corresponding to your selected plan beginning on the date of your first confirmed subscription session. Payment is processed in advance of each billing cycle. All prices are stated in Egyptian Pounds (EGP) unless otherwise specified, and are inclusive of all applicable taxes.

4.3 Failed Payments

If a payment fails, we will notify you and attempt to process payment again within 72 hours. If payment cannot be collected after two attempts, your subscription will be paused until payment is resolved. Enaya does not impose late fees, but scheduled sessions during a payment pause will not be delivered.

4.4 Price Changes

Enaya may adjust subscription pricing with a minimum of 30 days' written notice to your registered contact. If you do not cancel your subscription before the price change takes effect, your continued use of the service constitutes acceptance of the new pricing.

5. On-Demand Services

On-demand sessions are charged at the applicable rate for the selected service scope, payable at the time of booking confirmation. On-demand sessions are subject to technician availability within your service zone. Enaya does not guarantee on-demand session availability and does not accept liability for delays or unavailability due to capacity constraints or weather conditions.

On-demand sessions receive the same SOP documentation as subscription sessions. A session report will be delivered to your registered contact within two hours of session completion.

6. Emergency Response Services

Emergency sessions are available exclusively to clients with an active subscription and are subject to a separate emergency session fee disclosed at the time of request. Emergency sessions prioritise urgent vehicle care needs including surface contamination, pre-event preparation, and post-incident assessment.

Enaya will use reasonable commercial efforts to dispatch a technician within the response window communicated at booking. Response times are not guaranteed and are affected by technician availability and geographic factors. Emergency session bookings are non-refundable once a technician has been dispatched.

7. Scheduling, Rescheduling, and Cancellation

7.1 Scheduling

Sessions are scheduled through the Enaya platform or via our WhatsApp service channel. You will receive a confirmation of your session date, approximate time window, and assigned technician. You are required to ensure that the vehicle is accessible, parked as registered, and available for the full estimated session duration.

7.2 Rescheduling

You may reschedule a session without penalty with at least 24 hours' notice. Rescheduling requests made with less than 24 hours' notice may result in the session being counted as delivered if a technician has already been dispatched. We allow up to two reschedules per billing cycle. Further reschedules within the same cycle are at Enaya's discretion.

7.3 Client Cancellation of Subscription

You may cancel your subscription at any time through the Enaya platform or by contacting our support team. Cancellation takes effect at the end of the current billing cycle; no partial refunds are issued for the remaining period of a prepaid cycle. Your care record and session history remain accessible for 24 months following cancellation.

7.4 Cancellation by Enaya

Enaya may cancel a scheduled session in the event of extreme weather, technician safety concerns, access issues at the service address, or force majeure. In such cases, we will provide a minimum of 2 hours' notice where possible and reschedule the session without penalty within the same billing cycle.

8. Geographic Service Area

Enaya currently delivers services to registered addresses within active service zones starting from New Cairo. Service zone availability is validated at the time of account creation and may be updated as operations expand.

If your registered address falls outside an active service zone, we will inform you at registration and add you to our waitlist for future zone activation. Enaya does not charge subscription fees until a confirmed service address has been validated within an active zone.

9. Service Quality Standards and Remediation

Every Enaya session is governed by our Standard Operating Procedure (SOP), which defines the required steps for pre-session assessment, care delivery, and post-session documentation.

9.1 Service Guarantee

If you believe a session did not meet Enaya's documented service standard, you must notify us within 48 hours of the session report delivery. We will review the session documentation and, where the service shortfall is verified, arrange a complimentary remediation session within 5 business days at no additional cost.

9.2 Scope of Liability for Vehicle Surfaces

Enaya technicians are trained to identify and document pre-existing surface conditions before commencing any session. Any surface condition documented in the pre-session inspection report is excluded from our service guarantee. Enaya is not liable for surface conditions that exist prior to session commencement, paint thinning resulting from prior aggressive polishing by other service providers, or factory defects. Our maximum liability for any damage attributable to a single session is limited to the cost of that session.

10. Customer Obligations

To enable safe and effective service delivery, you agree to:

• Ensure your vehicle is accessible at the confirmed service address and available for the full estimated session duration.
• Inform Enaya of any known paint repairs, modifications, or surface sensitivity before each session, even if previously disclosed.
• Confirm session initiation via the QR authentication prompt at the technician's arrival. Sessions cannot commence without this confirmation.
• Ensure the service area has safe access for our technician and equipment.
• Notify Enaya if the vehicle has been involved in an accident, undergone body repairs, or received any paint work since the previous session.
• Not direct or instruct technicians to deviate from Enaya's SOP, apply unauthorised products, or use techniques not included in your selected service tier.

11. Prohibited Conduct

You agree not to:

• Use Enaya's services for any unlawful purpose or in violation of Egyptian law.
• Attempt to replicate, redistribute, or commercially exploit Enaya's service methodologies, care record systems, or SOP documentation.
• Provide false vehicle information for the purpose of accessing services your vehicle is not eligible for under a given tier.
• Harass, threaten, or abuse Enaya technicians or operations staff.
• Share your account credentials with any third party or use a single account to enrol vehicles registered to multiple unrelated individuals.
• Interfere with or circumvent Enaya's QR session authentication or documentation protocols.

Violation of these prohibitions is grounds for immediate account suspension or termination without refund.

12. Intellectual Property

All intellectual property associated with the Enaya platform, including but not limited to our brand, logo, SOP documentation, care record system architecture, session report format, website design, and proprietary content, is owned by Enaya Vehicle Care and protected under applicable Egyptian and international intellectual property law.

Your use of Enaya's services does not grant you any licence to reproduce, adapt, distribute, or commercially exploit any element of Enaya's intellectual property. Session reports and care records generated for your vehicle remain the property of Enaya but are licensed to you for personal use in connection with your vehicle.

13. Disclaimers and Limitation of Liability

To the maximum extent permitted by Egyptian law, Enaya's total liability to you for any claim arising from or related to our services shall not exceed the total fees paid by you to Enaya in the three-month period immediately preceding the claim.

We are not liable for indirect, consequential, incidental, or punitive damages, including loss of use, loss of anticipated savings, or damage to the vehicle caused by pre-existing surface conditions, third-party products, or factors outside Enaya's reasonable control.

14. Indemnification

You agree to indemnify, defend, and hold harmless Enaya Vehicle Care, its officers, employees, technicians, and contractors from any claim, demand, loss, liability, or expense (including reasonable legal fees) arising from: your violation of these Terms; your provision of false, misleading, or incomplete vehicle information; damage to Enaya equipment caused by conditions at your service address; or any claim by a third party arising from your use of Enaya's services.

15. Termination

Either party may terminate the service relationship at any time. You may cancel your subscription as described in Section 7.3. Enaya may suspend or terminate your account immediately and without prior notice if you violate these Terms, engage in abusive conduct toward our team, or provide materially false information. In the event of termination for cause by Enaya, no refund of prepaid fees will be issued.

Upon termination, your right to access Enaya's platform and receive services ceases. Your care records will remain accessible for 24 months post-termination upon request, after which they will be deleted or anonymised as described in our Privacy Policy.

16. Modifications to Service and Terms

Enaya reserves the right to modify these Terms, update service offerings, adjust pricing, change coverage zones, or discontinue any service tier at any time. Where changes are material and affect your existing subscription, we will provide a minimum of 30 days' written notice via your registered contact. Changes that improve your service or reduce your cost may take effect immediately.

17. Governing Law and Jurisdiction

These Terms are governed by and shall be construed in accordance with the laws of the Arab Republic of Egypt. Any dispute arising from these Terms or from Enaya's services shall be subject to the exclusive jurisdiction of the competent courts of the Cairo Governorate, Egypt, except where mandatory consumer protection law requires otherwise.

18. Dispute Resolution

We encourage you to contact our support team first for any service dispute or billing issue. Most issues can be resolved through direct communication. If direct resolution fails, disputes may be escalated to the Egyptian Consumer Protection Agency (CPA) in accordance with Consumer Protection Law No. 181 of 2018. Enaya cooperates fully with CPA mediation processes.

Nothing in this section prevents either party from seeking interim injunctive or other equitable relief from a competent court where urgently necessary to prevent irreparable harm.

19. Contact

For questions about these Terms or to report a service concern: