cancellation Tier: Simple Process

What is Tier

Service overview

Tier is a micromobility provider offering electric scooters and bikes for short urban trips through a mobile app and prepaid packages. It operates in the United Arab Emirates under local terms and conditions.

How customers use Tier

Users unlock vehicles via the Tier app, pay per ride or buy prepaid packages, and manage their account and purchases through the app or web portal. Support is available by email and phone.

How to cancel Tier

Cancel via the Tier app (recommended)

• Open the Tier mobile app and sign in to your account.
• Go to Account or Purchases, locate the prepaid package or subscription, and select Cancel.
• Confirm cancellation and keep a screenshot or confirmation message for your records.

Cancel by email or phone

• Email support at [email protected] with your account details, purchase date and reason for cancellation.
• Call the UAE support number +971 800 003 20857 to request cancellation and note the agent’s name and reference number.

What happens when you cancel

Access and remaining balance

If you cancel a prepaid package within the cooling-off period and have not used the service, access to the package benefits ends and the full amount is refundable.

If you have used the service during the cooling-off period, the refund will be reduced pro-rata to reflect usage.

Renewal and data

For recurring subscriptions, cancellation stops future renewals but does not affect charges already incurred. Your account and ride history remain accessible unless you request account deletion.

Tier retains transaction records and may keep minimal account data as required by law; request data deletion via support if needed.

Will I get a refund?

Standard refund policy

Under UAE prepaid package terms, you have a 14-day cooling-off right from the date of purchase.

If unused during that period you receive a full refund; if used, the refund is reduced pro‑rata based on usage.

Refund timing and exceptions

• Refunds are processed via the original payment method and are completed no later than 14 days after cancellation notification.
• No cancellation fees apply for prepaid packages under the cooling-off right.
• If the purchase was made via an app store (App Store / Google Play), Tier’s UAE terms do not include separate app-store provisions; contact Tier support to clarify the route for a refund.

Tier plans and pricing

Known pricing in UAE

Pricing shown below reflects the publicly available standard pay-as-you-go rate. Prepaid package prices and subscription offers vary and are displayed in the app.

How to view full pricing

Open the Tier app to see current prepaid packages, subscription details and local prices in AED.

Your consumer rights in United Arab Emirates

Cooling-off and refunds

Consumers have a 14-day right of cancellation for prepaid packages from the date of purchase under Tier’s UAE prepaid terms.

Refunds follow the 14-day rule: full refund if unused; proportional refund if partially used.

Statutory protections and jurisdiction

• Tier’s cancellation policy does not affect your statutory consumer rights under UAE law.
• Limitations of liability do not exclude liability for death, personal injury, fraud or breaches of legal rights.
• Governing law and disputes fall under the courts of the relevant emirate (Dubai or Abu Dhabi) per Tier’s terms.

Customer experiences

Positive reports

Some users report pleasant experiences with quick rides and easy app use, noting convenience for short urban trips.

Positive feedback highlights simple unlock and ride flows when the app and vehicles work as expected.

Common negative reports

• App glitches preventing ride start or end, leading to frustration.
• Billing issues such as unexplained charges, delayed refunds, and invoice mismatches.
• Customer support delays in resolving disputes or refund requests.

Documentation checklist

What to prepare before you cancel

• Order or receipt showing purchase date and amount.
• Account email, username and phone number used with Tier.
• Evidence of usage (ride history) if disputing pro‑rata charges.

What to include when contacting support

• Clear statement: “I wish to cancel my prepaid package” and purchase date.
• Preferred refund method and original payment details for faster processing.
• Attach screenshots of the app purchase, transaction receipt and any error messages.

Common mistakes

Missing the 14-day window

Waiting longer than 14 days from the purchase date can forfeit the cooling-off cancellation right for prepaid packages.

Always check the purchase date and act promptly if you want to cancel under the cooling-off rule.

Poor documentation and wrong contact channel

Not saving receipts or screenshots delays refunds and dispute handling. Keep evidence of purchase and usage.

Trying to cancel only via an app-store dispute can complicate matters - start with Tier support (app or email) if the purchase was made through Tier’s web/app.

Comparative recap

Quick comparison

The table below summarizes how pay-as-you-go and prepaid packages differ for UAE customers regarding cancellation and refunds.

How to use this recap

Use the table to identify which plan you bought and the applicable cancellation route before contacting support.

After cancelling

Monitoring the refund

Check your payment method for the refund within 14 days. Contact support if the refund has not arrived after 14 days.

Keep cancellation confirmation and any reference numbers until the refund posts to your account.

Further help and escalation

• Contact Tier support: [email protected].
• Visit the TIER official site for account and help pages.
• If unresolved, consider local consumer protection channels or legal advice under UAE law.

Address

Tier UAE office location

Maple Leaf Business Center, Office 1707, Iris Bay Tower, Dubai, UAE.

Support contacts

Email: [email protected]

Phone: +971 800 003 20857