Cancellation & Refund Policy

At Ecoverde Valeting & Detailing Service, we take great care over every car we clean. We want you to be happy with our work, and we want our policies to be fair and easy to understand. This page explains how cancellations, rescheduling and refunds work.

This policy does not affect your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

1. Cancelling or changing your booking

• More than 24 hours' notice: you can cancel or move your booking free of charge. Any deposit or payment will be refunded in full, or moved to your new date.
• Less than 24 hours' notice: we may charge a late cancellation fee. This helps cover the time slot we held for you.
• No access on the day: if we arrive and cannot get to your car (for example, the car is not there or keys are not available), we may charge a call-out fee.

To cancel or change a booking, please contact us by phone, text or email as early as you can.

2. Cancelling an online or phone booking

By law, if you book online or by phone, you can change your mind within 14 days of booking. When you book with us, you ask us to carry out your service within this 14-day period. This means:

• If you cancel before we start, you will get back anything you have paid.
• If you cancel after we have started, we will charge for the work already done.
• Once the service is complete, this right to cancel ends.

3. Deposits for ceramic coatings and larger jobs

For ceramic coatings, paint correction and other larger jobs, we may ask for a deposit to secure your booking.

• The deposit comes off your final bill.
• It is fully refundable if you cancel with more than 48 hours' notice.
• If you cancel with less notice, we may keep the deposit to cover products ordered or time set aside for you.

4. Weather and rescheduling by us

We are a fully mobile service and work outdoors. Rain, strong wind or extreme heat can affect the quality of our work, especially for ceramic coatings, which need dry, calm conditions.

• If the weather is not suitable, we will contact you as soon as possible to move your booking.
• Moving a booking because of the weather is always free.
• If none of the new dates suit you, you can cancel and get a full refund of anything you have paid.

If we need to cancel for any other reason, such as illness or a vehicle breakdown, we will offer you a new date or a full refund.

5. Our put-it-right promise

We pay close attention to detail. Instead of refunds, our promise is simple: if we have missed something, we will come back and fix it.

Checking the job together

When we finish, we walk around your car with you so you can check our work. If you are not there, we send you photos. If you spot anything we missed, we will fix it there and then.

Once you have checked the car and are happy, the job is signed off as complete.

Spotted something later?

1. Contact us within 7 days of your service.
2. Tell us which area we missed and send photos.
3. We will come back and correct it free of charge, at a time that suits you.

Partial refunds

In the rare case that we cannot put something right, we may offer a partial refund. This will be based on the part of the service affected. We do not give full refunds for completed services, unless the law requires it.

What our promise does not cover

• New dirt or marks after the service, such as from rain, road spray, birds, trees, pets or parking. Cars start to get dirty again as soon as they are driven.
• Marks, stains or damage we told you about before or during the service that could not be fully removed (for example, deep scratches, old stains or worn fabric)
• Issues reported more than 7 days after the service

6. Damage to your vehicle

We take great care with every car. We check each vehicle before we start and note any existing damage. If you believe we caused damage, please tell us straight away with photos. We will look into it fairly and quickly.

7. Products bought from us

If you buy a physical product from us (such as car care products or accessories):

• You can return it within 14 days of receiving it for a full refund.
• Items must be unused, unopened and in their original packaging.
• Please contact us before sending anything back. Return postage is paid by you, unless the item is faulty or we sent the wrong item.
• Faulty or damaged items will be replaced or refunded in full, including postage.

8. Gift vouchers

Gift vouchers can be refunded in full within 14 days of purchase if they have not been used. After this, they cannot be exchanged for cash, but they can be used until their expiry date.

9. How refunds are paid

Where a refund or partial refund is agreed:

• Refunds are paid back to the original payment method.
• We will process your refund within 14 days of agreeing it.
• Your bank may take a few extra days to show the money in your account.

10. Contact us

For any questions about cancellations or refunds, please get in touch:

• Email: info@ecoverdevaleting.co.uk
• Phone: 07495 400369
• Website: ecoverdevaleting.co.uk

We aim to reply to all messages within one working day.

See also our Privacy Policy.