Changing or canceling
Free to change up to 24 hours before your arrival window.
What you came here to do
Three situations, three answers
Whatever is on your booking, one of these is it. Nothing on this page depends on reaching a person first.
- You need to move itFree up to 24 hours before your window
- Move the appointment from the booking link in your confirmation, or by contacting us, free of charge up to 24 hours before the start of your arrival window.The new appointment is priced from the rate card in force when you booked, so moving a date never changes your total.
- You need to cancelFree up to 24 hours before your window
- Cancel free of charge up to 24 hours before your arrival window. Any card authorization we are holding is released, and nothing is captured.Inside 24 hours a $25 late change fee applies. That is the point at which the day's route is locked and the slot can no longer be offered to anyone else.
- We have to cancelYou are not charged
- A van breakdown, illness, conditions we cannot work in. If we have to stand a job down, you are not charged for it.We will offer you the earliest replacement window we have, and you keep the price you booked at.
On the day
If we arrive and cannot work
None of these ends with a charge you did not agree to. Two of them usually end with a phone call from the driveway.
- Nobody there, no access
- We wait and try to reach you before standing the job down. A locked gate with no code is the most common version of this.
- The vehicle is not as described
- If the condition is materially different from what was booked, we tell you what it now costs and wait for approval. Decline, and we complete what was booked where that is possible, or reschedule.
- We cannot work safely
- No room around the vehicle, an unsafe surface, or a location where detailing is not permitted. We will work with you to find another spot.
The rest of it
Weather, refunds and questions
Weather
Our weather policy is being finalised, so there is no rule here to quote you. In practice we watch the forecast for your window and speak to you before the appointment if it looks doubtful, rather than turning up and improvising.
Refunds
Because payment is taken after the work is completed, most changes never involve a refund at all. Where a charge has already been taken and a refund is due, it goes back to the original payment method. How quickly it appears is up to your bank rather than us.
Questions
Send your booking reference through the contact form and we will sort it out. The full terms are on the terms of service page.