Terms, Conditions and Policy Pack

 

Business Details

 

Pack Contents

 

1. Client Welcome and Important Information

Thank you for choosing In Touch Detailing. This pack explains our service terms, booking requirements, payment expectations, cancellation policy, aftercare guidance and customer responsibilities. It is designed to help every booking run smoothly and make sure both the customer and In Touch Detailing understand what is included.

Client Responsibilities Before Service

• Remove valuables, money, documents and personal items from the vehicle.
• Remove child seats or booster seats if cleaning underneath them is required.
• Provide accurate details about the vehicle size, condition and service required.
• Disclose any known faults, leaks, fragile areas, loose trims, damaged paint or sensitive surfaces.
• Make sure the vehicle is accessible at the agreed appointment time.
• For mobile bookings, make sure there is safe parking and access to water/power where required.

What Detailing Can and Cannot Do

Detailing improves the cleanliness, presentation and protection of a vehicle. Results depend on the age, condition and maintenance history of the vehicle. Some stains, odours, scratches, sun damage, paint defects, mould staining, pet hair, sand, tar, sap, water spots or contamination may not be completely removable. This list is not exhaustive.

2. Terms and Conditions

These terms apply to all bookings, quotes, deposits, services and transactions with In Touch Detailing.

2.1 Agreement to Terms

By making a booking, accepting a quote, paying a deposit, approving work to begin or receiving a service from In Touch Detailing, the customer agrees to these Terms and Conditions and the policies included in this pack.

2.2 Services Provided

In Touch Detailing provides car washing, vehicle cleaning and detailing services. Services may include, depending on the selected package or quote:

• Exterior washing, drying and surface cleaning
• Interior vacuuming, wipe-downs and detailing
• Carpet, mat and upholstery cleaning
• Leather or vinyl cleaning and conditioning where offered
• Paint decontamination, polishing, waxing or sealant application where offered
• Pet hair, stain, odour or mould treatment where agreed
• Add-on services listed in the quote or booking confirmation

2.3 Service Inclusions

The inclusions of each service depend on the package selected by the customer or the written quote provided. If a service or add-on is not listed in the package or quote, it is not automatically included.

2.4 Quotes and Pricing

Quotes are based on the information provided by the customer at the time of enquiry or booking. Pricing may change if the vehicle condition, size or required work is different from what was originally described.

Additional charges may apply for excessive dirt, mud, sand, pet hair, stains, odours, mould, rubbish, sap, tar, paint contamination, oversized vehicles, commercial vehicles, extra travel or additional time required.

2.5 Customer Approval

Where possible, the customer should inspect the vehicle once the service is completed. Concerns should be raised before leaving the premises or before the detailer leaves the location. If this is not possible, concerns must be reported within 24 hours of completion.

2.6 Australian Consumer Law and Updates

Nothing in these Terms and Conditions is intended to exclude, restrict or modify any rights the customer may have under Australian Consumer Law or any other rights that cannot be excluded by law. In Touch Detailing may update these Terms and Conditions from time to time. The version that applies is the version provided or available at the time of booking or quote acceptance.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law.

3. Booking, Deposit and Quote Acceptance Policy

This section explains how bookings are confirmed and how deposits are handled.

3.1 Booking Confirmation

A booking is confirmed once In Touch Detailing accepts the appointment and any required deposit has been received. Enquiries, messages or quote requests do not guarantee availability until confirmation is provided.

3.2 Booking Information Required

Customers must provide accurate information to help In Touch Detailing quote and prepare correctly, including:

• Customer name and contact details
• Vehicle make, model and approximate size
• Vehicle condition and any specific concerns
• Requested package or services
• Service location and access details for mobile appointments
• Any known damage, leaks, electrical issues or fragile areas

3.3 Deposit Policy

A deposit may be required to secure a booking. Deposits help reserve the appointment time, prepare products and equipment, and allocate labour for the service.

Unless otherwise agreed in writing, deposits may be retained for change-of-mind cancellations, missed appointments or cancellations made with less than the required notice period. This does not limit any rights the customer may have under Australian Consumer Law.

3.4 Quote Acceptance Upon Deposit Payment

Acceptance of a quote may be confirmed in writing, by message, by email, through an online booking process or by payment of a deposit. Once a deposit has been paid, the customer agrees that the quoted service, booking date, pricing basis and these Terms and Conditions have been accepted. Any changes requested after quote acceptance may result in a revised quote or additional charges.

3.5 Appointment Times

Appointment times are estimates and may be affected by weather, traffic, previous bookings, access issues or the condition of the vehicle. In Touch Detailing will make reasonable efforts to arrive on time and communicate any significant delay.

4. Cancellation, Rescheduling and No-Show Policy

This policy protects booking time and helps manage scheduling fairly.

4.1 Required Notice

Customers must provide at least 24 hours notice to cancel or reschedule a booking.

4.2 Late Cancellations

If a customer cancels with less than the required notice period, In Touch Detailing may retain the deposit or charge a cancellation fee. This is because the appointment time has been reserved and may not be able to be filled at short notice.

4.3 No-Shows and Unavailable Vehicles

A no-show may include situations where the customer is not present, the vehicle is not available, the vehicle cannot be accessed, the service location is unsafe or inaccessible, or the customer does not respond at the appointment time.

No-shows may result in loss of deposit and future bookings may require full payment upfront.

4.4 Business-Initiated Rescheduling

In Touch Detailing may need to reschedule due to weather, illness, emergency, equipment failure, safety risks or circumstances outside reasonable control. If this occurs, the customer will be offered the next suitable appointment. Where In Touch Detailing initiates the reschedule, the customer will not lose their deposit for that reason alone.

5. Payment and Additional Charges Policy

This policy explains when payment is due and when additional charges may apply.

5.1 Payment Due Date

Unless otherwise agreed in writing, payment is due immediately upon completion of the service.

5.2 Accepted Payment Methods

Cash, Bank transfer, PayID, EFTPOS

5.3 GST

Prices will be GST-exclusive unless stated otherwise.

5.4 Additional Charges

Additional charges may apply if the vehicle requires more time, labour, specialist products or equipment than originally quoted. Examples include:

• Excessive mud, dirt, sand or dust
• Heavy pet hair removal
• Stain, spill, mould or odour treatment
• Tar, sap, overspray or heavy contamination
• Excessive rubbish or personal belongings
• Travel outside the standard service area
• Biohazard or unsafe cleaning requirements

5.5 Unpaid Invoices

If payment is not received by the due date, In Touch Detailing may issue payment reminders, refuse future bookings, recover reasonable costs associated with debt collection or take further steps to recover unpaid amounts.

6. Vehicle Condition, Results and Service Limitations Policy

This section explains how vehicle condition can affect the final result.

6.1 Results Depend on Vehicle Condition

The final result of a wash or detail depends on the age, condition, previous maintenance and materials of the vehicle. In Touch Detailing will make reasonable efforts to achieve the best possible result within the selected service package, but cannot guarantee a brand-new finish or complete removal of all defects.

6.2 Items That May Not Be Fully Removable

• Deep or old stains
• Heavy pet hair embedded in fabric
• Smoke, mould or long-term odours
• Sun damage, fading or oxidation
• Scratches, chips, swirl marks or clear coat failure
• Water spot etching or chemical damage
• Paint contamination, sap, tar or overspray
• Worn leather, torn fabric or deteriorated trims
• Sand embedded deeply in carpets or seat tracks
• *THIS LIST IS NOT EXHAUSTIVE

6.3 Pre-Existing Damage

Vehicle cleaning may make pre-existing damage more visible. This may include scratches, dents, chips, worn paint, clear coat failure, faded trims, torn fabric, cracked leather, loose clips, broken vents or damaged badges. In Touch Detailing is not responsible for pre-existing defects or damage that becomes more visible after cleaning. *Photos of pre existing damage will be taken prior to commencement of work

6.4 Service Limitations

Some issues may require specialist repair, repainting, upholstery repair, mechanical repair or multiple treatments. These are outside the scope of standard wash and detailing services unless specifically included in the quote.

7. Mobile Detailing, Weather and Site Safety Policy

This policy applies where In Touch Detailing provides mobile services.

7.1 Mobile Service Requirements

For mobile services, the customer must provide a safe, legal and suitable work area. This may include:

• Legal parking and enough space around the vehicle
• Safe access to the vehicle
• Permission to work at the location
• Access to water and power where required
• A safe area free from hazards, aggressive animals or unsafe traffic
• Children and pets kept away from work equipment and chemicals

7.2 Unsafe or Unsuitable Locations

If the location is unsafe, inaccessible, unsuitable or does not meet the requirements for the service, In Touch Detailing may cancel, reschedule or modify the service. Cancellation fees may apply if the issue was within the customer’s control.

7.3 Weather Policy

Mobile detailing may need to be rescheduled due to weather or unsafe working conditions, including heavy rain, storms, hail, extreme heat, high winds, lightning or other conditions that may affect safety or service quality.

If In Touch Detailing needs to reschedule due to weather, the customer will be offered the next suitable appointment and the deposit will remain attached to the booking.

8. Refunds, Remedies and Satisfaction Policy

This section explains how concerns are handled after a service.

8.1 Satisfaction Process

In Touch Detailing aims to provide high-quality service. If the customer is unhappy with a service, they must contact In Touch Detailing within 24 hours of completion and provide clear photos and details of the concern.

8.2 Remedies

Where a concern is valid and relates to the service provided, In Touch Detailing may offer a reasonable remedy, such as:

• A touch-up of the affected area
• A re-clean of the affected area
• A partial refund where appropriate
• Another reasonable solution depending on the issue

8.3 When Refunds Are Not Usually Provided

Refunds are not usually provided for change of mind, unrealistic expectations, issues caused after the vehicle has left the care of In Touch Detailing, failure to follow aftercare instructions, or stains, odours, scratches or defects that could not reasonably be removed.

8.4 Consumer Rights

Nothing in this policy limits any rights the customer may have under Australian Consumer Law. If a remedy is required by law, In Touch Detailing will comply with its legal obligations.

9. Damage, Liability and Personal Belongings Policy

This policy explains how vehicle condition, pre-existing damage and belongings are handled.

9.1 Pre-Service Inspection

In Touch Detailing may inspect and take photos or videos of the vehicle before, during and after the service for record keeping, quality control and to document pre-existing condition.

9.2 Damage Claims

Any damage concern must be reported within 24 hours of service completion. The customer must provide clear photos, details of the affected area and any relevant information about the vehicle’s prior condition.

9.3 Exclusions

To the extent permitted by law, In Touch Detailing is not responsible for damage or issues caused by:

• Pre-existing damage, faults or wear
• Weak, brittle, aged or deteriorated materials
• Loose trims, clips, badges, mirrors, seals or mouldings
• Peeling paint, clear coat failure, rust or previous poor repairs
• Faulty electronics, alarms, sensors or water leaks from existing seal issues
• Customer misuse, third-party interference or environmental exposure after completion

9.4 Personal Belongings

Customers must remove valuables, personal belongings, money, documents and fragile items before the appointment. In Touch Detailing is not responsible for lost, misplaced or damaged items left inside the vehicle.

9.5 Child Seats

For safety and liability reasons, In Touch Detailing does not uninstall or reinstall child seats. Customers are responsible for removing and reinstalling child seats correctly.

9.6 Biohazards and Unsafe Vehicles

In Touch Detailing may refuse or stop work if a vehicle contains bodily fluids, needles, sharp objects, animal waste, pest infestation, excessive mould, dangerous rubbish, chemical contamination or any material that may pose a health or safety risk. Additional charges may apply for specialist cleaning requirements.

10. Privacy, Photo and Marketing Policy

This policy explains how customer information and vehicle images may be used.

10.1 Personal Information Collected

In Touch Detailing may collect customer information for booking, communication, invoicing, service records and quality control. This may include customer name, phone number, email address, service location, vehicle details, booking history, payment information and photos or videos of the vehicle.

We may collect personal information directly from customers through our website, quote and booking forms, email, phone, text messages, social media, in-person communication and during the provision of our services.

10.2 Use of Information

Customer information is used to provide services, manage bookings, communicate with customers, issue quotes or invoices, maintain records and improve service quality.

10.3 Sharing Information

Customer information will not be sold to unrelated third parties. Information may be shared where required by law, where necessary to provide services, process payments, manage accounting records or protect legal rights.

10.4 Photos and Videos

In Touch Detailing may take before, during and after photos or videos of vehicles for quality records, proof of condition and service documentation. With customer permission, photos or videos may also be used for social media, website portfolios, advertising or promotional purposes. Where reasonable, identifying information such as number plates, addresses and personal items will be avoided, blurred or removed.

10.5 Opt-Out of Marketing Use

Customers who do not want their vehicle used for marketing purposes may advise In Touch Detailing before the service. We will make reasonable efforts to honor the request for future marketing use.

10.6 Cloudflare Turnstile

In Touch Detailing uses Cloudflare Turnstile on its website forms to help protect against spam and automated submissions. Turnstile may process certain information and technical signals from visitors to distinguish legitimate users from automated submissions and help maintain the security of our website.

For more information about how Cloudflare processes information through Turnstile, please see the https://www.cloudflare.com/en-gb/turnstile-privacy-policy/

10.7 Access and Correction
Customers may contact In Touch Detailing to request access to, or correction of, personal information we hold about them. Requests can be made using the contact details provided in this policy.

11. Aftercare Instructions

This section is an overview of basic aftercare instructions and general guidance to help customers achieve the best results and longevity after their service.

11.1 General Exterior Aftercare

• Avoid washing the vehicle for the recommended curing period after wax, sealant or coating application.
• Avoid parking under trees where sap, bird droppings or leaf litter may contaminate the paint.
• Remove bird droppings, sap and bug residue as soon as possible using safe products.
• Use pH-neutral car wash products where possible.
• Avoid automatic brush car washes, harsh chemicals and abrasive sponges.

11.2 Interior Aftercare

• Allow carpets, mats and seats to fully dry before heavy use if steam cleaned.
• Keep windows slightly open where safe to assist drying after wet interior cleaning.
• Clean spills quickly to reduce staining and odour.
• Avoid using oily or harsh household cleaners on leather, vinyl, screens and trims.
• Use sunshades and regular cleaning to help reduce fading and dust build-up.

11.3 Protection Products

If a wax, sealant, ceramic coating, fabric protection or other protection product is applied, specific care instructions may be provided. Failure to follow aftercare instructions may affect durability and results.

12. Complaints and Concerns Policy

This policy explains how to raise a concern after your service.

12.1 Reporting a Concern

Customers should contact In Touch Detailing as soon as possible if they are unhappy with any part of the service. Concerns must be reported within 24 hours of service completion wherever possible.

12.2 Information to Provide

• Customer name and contact details
• Booking date and service completed
• Vehicle make and model
• Description of the concern
• Clear photos or videos where relevant

12.3 Review and Response

In Touch Detailing will review the concern and respond within a reasonable timeframe. The aim is to resolve concerns fairly and professionally, taking into account the service provided, the package selected, vehicle condition and applicable consumer rights.