Customer Policy
Thank you for choosing our mobile car wash service. We are committed to providing convenient, professional, and high-quality vehicle cleaning services. To ensure a positive experience for both our customers and our team, please review the following terms and conditions.
Service Location
Customers must provide a safe, legal, and accessible location for service. Vehicles must be parked in an area that allows our technicians sufficient space to perform services safely and efficiently. We reserve the right to refuse or discontinue service if the location presents safety risks or accessibility issues.
Vehicle Preparation
Customers are responsible for removing all personal belongings, valuables, cash, electronics, and fragile items from the vehicle prior to service. Any pre-existing damage, loose parts, custom modifications, or special concerns must be disclosed before work begins. Vehicles requiring excessive cleaning due to heavy mud, pet hair, bodily fluids, mold, or hazardous materials may incur additional charges or may be declined at our discretion.
Customer Availability
The customer or an authorized representative must be available at the scheduled appointment time. If vehicle access or keys are required, they must be provided upon arrival. Delays exceeding 15 minutes may result in cancellation or rescheduling of the appointment.
Weather Conditions
Services may be postponed or rescheduled due to adverse weather conditions, including heavy rain, lightning, high winds, or any conditions deemed unsafe for our technicians. Customers will be notified as soon as possible if weather affects their appointment.
Service Quality and Satisfaction
Customers are encouraged to inspect their vehicle immediately upon completion of service. Any concerns regarding service quality must be brought to our attention before our team leaves the service location. We will make reasonable efforts to address and resolve any service-related concerns.
Liability
We are not responsible for pre-existing vehicle damage, mechanical or electrical failures, loose trim, badges, mirrors, defective components, aftermarket accessories, improperly installed equipment, or personal belongings left inside the vehicle. Customers are responsible for securing all personal property before service begins.
Cancellation & Rescheduling Policy
Customer Cancellations
Appointments cancelled more than 24 hours before the scheduled service time may be cancelled without penalty. Appointments cancelled within 24 hours may incur a cancellation fee of £20 or 25% of the service value, whichever is greater. Same-day cancellations may be charged up to 50% of the scheduled service amount.
No-Show Policy
A no-show occurs when the customer is unavailable, the vehicle cannot be accessed, the service location is unsuitable or unsafe, or required vehicle keys/access are not provided. No-show appointments may be charged 50% of the scheduled service amount or a minimum call-out fee.
Rescheduling
Appointments may be rescheduled free of charge when at least 24 hours’ notice is provided. Requests made within 24 hours of the appointment may be subject to an administrative fee.
Service Provider Cancellations
We reserve the right to cancel or reschedule appointments due to severe weather, equipment failure, illness, emergencies, safety concerns, or other unforeseen circumstances. Customers will be offered the next available appointment or a full refund of any prepaid amount.
Refunds
Refunds are not guaranteed for completed services. Any service-related concerns must be reported within 24 hours of service completion. Approved refunds will be processed using the original payment method where possible.
Customer Acknowledgment
By booking a service with us, you acknowledge that you have read, understood, and agree to be bound by this Customer and Cancellation Policy.
Need help?
Contact us at info@primerservices.com