Terms & policies

Cancellation & no-show policy

We reserve a specific window of time and travel to you. When an appointment falls through at short notice that time cannot be resold, which is why this policy exists. It is applied consistently to every customer.

Notice periods

The trip fee is £25.

Deposit amounts

The deposit depends on your booking total, and is shown with your price on the booking form.

What counts as a no-show

• The vehicle is not at the service address at the start of the arrival window.
• The vehicle is locked and no key or access has been arranged.
• The vehicle is blocked in and cannot be worked on.
• Nobody is reachable by phone within 20 minutes of arrival.
• There is no power access when it was confirmed at booking and no alternative is available.

Our wait policy

We wait 20 minutes from the start of the arrival window and attempt contact twice. After that the appointment is recorded as a no-show.

Rescheduling

You may reschedule once at no cost with at least 24 hours notice. Additional reschedules on the same booking may require a new deposit.

Cancellations by us

If we cancel for any reason other than weather, your deposit is refunded in full and we will offer the next available window as a priority booking. Weather cancellations are covered by our Weather & Rescheduling Policy.

Weather & rescheduling policy

Because we work outdoors, at your address.

As a mobile service we work in your driveway, not in a climate-controlled bay. Certain conditions make it impossible to deliver the standard of finish we charge for, and attempting to work through them produces a result neither of us wants.

When we will reschedule

How it works

1. We monitor the forecast for your address and make the call the evening before, or by 7am on the day at the latest.
2. You get a message as soon as the decision is made. We do not leave you waiting.
3. Your deposit carries over in full to the new date. Nothing is lost.
4. You are offered the next available window before it is released to anyone else.
5. If none of the offered dates work for you, the deposit is refunded in full.

If you have covered space

A garage, carport or covered parking area lets most services go ahead in weather that would otherwise cancel. If you have covered space with room to work around the vehicle and access to power, tell us at booking – we will note it and your appointment becomes far less weather-dependent.

After the service

Rain falling on a freshly detailed vehicle within the first few hours is normal and does not damage the work, though it may leave water spots on a vehicle that has not been coated. Coated vehicles must be kept dry for the full cure period stated on your service record. Rescheduling is not offered because rain fell after a completed service.

Payment & refund policy

Accepted payment

We confirm how you can pay when we confirm your booking.

Deposits

• A deposit is required to reserve an appointment window. The amount depends on your booking total – see deposit amounts.
• The deposit is applied in full to the final balance.
• Deposit refund terms are set out in the Cancellation & No-Show Policy.

Balance

• The balance is due on completion, before the vehicle is returned to you.
• Commercial and fleet accounts may be invoiced on agreed terms where agreed in writing in advance.
• Unpaid balances may incur further recovery costs where necessary.
• Services may be suspended on any account with an outstanding balance.

Price adjustments

The quoted price assumes the vehicle condition described at booking. Where the actual condition requires materially more time or product – heavy pet hair, biohazard, mould, sand, excessive soiling – we will tell you before going ahead and either agree a revised price or reduce the scope. No additional charge is applied without your approval.

Refunds

1. If you are not satisfied with the result, raise it before we leave, or within 24 hours in writing with photographs.
2. Our first remedy is to return and correct the issue at no charge. This is offered before any refund is considered.
3. Where you decline a re-service, or it is not practical, a partial refund may be issued in proportion to the affected service.
4. Refunds are not issued for outcomes disclosed in advance as unachievable, including permanent stains, deep scratches beyond the clear coat, and damage recorded on the pre-service inspection.
5. Refunds are not issued because rain fell after a completed service, or because the vehicle became dirty again through normal use.
6. Approved refunds are issued by the original payment method as soon as possible, and within 14 days.

Chargebacks

You agree to contact us directly before starting a chargeback. We keep photographs and records of every job and will supply them to the card issuer in response to any disputed charge.

Gift cards

• Gift cards are non-refundable and cannot be exchanged for cash.
• Valid for 12 months from the date of issue.
• Transferable unless marked otherwise.

Fleet & commercial pricing

• Fleet pricing applies to 3 or more vehicles at one site, on one booking. Bookings of 1 or 2 vehicles are priced as normal.
• 3 to 5 vehicles: 10% off Initial Detail, 5% off Machine Polish and ceramic coating. 6 to 10 vehicles: 15% off Initial Detail, 10% off Machine Polish and ceramic coating. 11 or more vehicles are quoted individually.
• The discount is taken off our standard price for each vehicle's size.
• Travel is charged once for each day we are on site, not per vehicle.
• Regular bookings agreed in writing, such as monthly cleans, receive the next tier's discount.
• Fleet discounts cannot be combined with other offers, promotions or gift cards.
• The first job takes a deposit as normal. After that, invoicing may be agreed in writing in advance.
• Every fleet job is confirmed with a written quote before work starts.