Terms of Service

Effective Date: January 28, 2026

1. Booking & Property Access

• Preparation: Customers must remove all personal belongings, money, and significant items from the vehicle prior to the service.
• Liability: Detail.com and its providers accept no liability for loss or damage to personal property, the vehicle being serviced, or belongings therein.
• Safety: You must ensure the vehicle is in a safe and lawful environment. Our technicians reserve the right to refuse service in unsafe or hazardous conditions.
• Arrival Windows: We provide estimated arrival windows, not firm times. Unforeseen circumstances (traffic, equipment failure) may cause lateness but do not void our cancellation policy.
• Independent Contractors: We reserve the right to use vetted independent contractors and may change your assigned technician at short notice without penalty.

2. Payments & Pre-Authorization

• Pre-Authorization: On the day of your service, a pre-authorization hold for the full amount will be placed on your card to verify your payment information. This is a temporary hold, not a charge, and will be released according to your bank's policies.
• Payment Processing: All payments are securely processed via Stripe.com. Full payment is due immediately upon completion of service.
• Disputes: Filing a credit card dispute or chargeback invalidates our Service Guarantee and prohibits any future redo appointments.

3. Pricing & Surcharges

• Condition-Based Pricing: Quotes are "Starting At" prices. We reserve the right to amend the price if the vehicle condition differs from the booking description.
• Biohazard Surcharge: A minimum 20% surcharge applies to jobs involving excessive pet hair, urine, vomit, blood, feces, mold, or other hazardous materials.
• Hourly Rates: Work requested outside the original booking scope will be charged at $75 per hour (or proportion thereof).
• Taxes: Online prices do not include local/state taxes. Taxes will be applied based on your jurisdiction's requirements.

4. Cancellation & Rescheduling

• 24-Hour Notice: Cancellations must be made online via your confirmation link at least 24 hours before the arrival window.
• Late Cancellation Fee: Cancellations made with less than 24 hours' notice (including same-day bookings) will incur a charge of 25% of the service cost.
• Lockouts: Failure to be present or provide access at the time of service will result in a charge for the full value of the service.
• Company Flexibility: Detail.com reserves the right to move or alter bookings due to staffing, weather, or equipment failure without penalty to the company.

5. Communications

• SMS/Calls: You agree to receive SMS messages for booking confirmations, technician updates, and satisfaction surveys. You are responsible for any carrier text/data fees.
• Data Sharing: Your name, phone number, and address will be shared with the specific service provider matched to your request.
• Recording: All inbound and outbound customer service calls may be recorded for quality assurance.

6. Service Guarantee & Claims

• Redo Policy: If there is clear evidence of poor craftsmanship, we will redo the unsatisfactory portion at our cost. Claims must be filed within 48 hours via our online Support Request tool.
• Exclusions: Personally cleaning or repairing the area before Detail.com can inspect/redo the work voids the guarantee.
• Refund Limits: If you refuse a redo appointment, any potential refund is limited to a maximum of 20% of the service value.
• Documentation: Technicians may take "before and after" photos/videos of the vehicle. Preventing this documentation voids the Service Guarantee.
• Non-Disclosure: Failure to disclose hazardous conditions (mold, biohazards, heavy staining) at the time of booking voids all guarantees and refunds.

7. Professional Conduct

Detail.com has a zero-tolerance policy for verbal or physical abuse toward staff or contractors. We reserve the right to terminate service immediately and take legal action if necessary.