Refund & Cancellation Policy

Our Satisfaction Guarantee

At Livedetoxifyax, customer satisfaction is our top priority. We are committed to providing exceptional car wash and detailing services. If you are not completely satisfied with our service, we will work with you to make it right.

This Refund and Cancellation Policy outlines the terms and conditions for service refunds, cancellations, and our satisfaction guarantee. By booking a service with us, you agree to the terms outlined in this policy.

Service Satisfaction Guarantee

Quality Commitment

We guarantee that all services will be performed with professional care and attention to detail. If you are not satisfied with the quality of our work, please notify us within 24 hours of service completion, and we will:

• Re-perform the service at no additional charge
• Address specific concerns or areas you feel were not adequately serviced
• Provide a partial or full refund if we cannot resolve the issue to your satisfaction

Inspection Period

Please inspect your vehicle immediately after service completion while still at our facility. This allows us to address any concerns on the spot. For issues discovered after leaving our facility, please contact us within 24 hours with photographic evidence if possible.

Refund Policy

Eligible Refund Situations

Full or partial refunds may be issued in the following circumstances:

• Service Not Performed: If we are unable to complete your scheduled service due to our fault or equipment failure
• Significant Service Deficiencies: If the service quality falls substantially below our published standards
• Damage or Negligence: If our service causes damage to your vehicle due to our negligence (subject to investigation)
• Double Booking Errors: If we cannot accommodate your confirmed booking due to our scheduling error
• Unauthorized Services: If services were performed without your explicit consent

Refund Processing

Approved refunds will be processed within 5-10 business days using the original payment method. You will receive a confirmation email once the refund has been initiated. Please note that it may take additional time for your financial institution to post the credit to your account.

Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• Customer dissatisfaction based on subjective preferences (unless there is a clear service deficiency)
• Pre-existing vehicle damage or issues not caused by our services
• Issues reported more than 24 hours after service completion without valid reason
• Services already partially or fully completed to standard
• Customer-caused delays or no-shows (see Cancellation Policy)
• Weather conditions that limit service effectiveness when customer chooses to proceed
• Natural limitations of the service (e.g., permanent stains or damage that cannot be removed)

Cancellation Policy

Customer-Initiated Cancellations

We understand that plans change. Our cancellation terms are as follows:

How to Cancel

To cancel your appointment, you can:

• Log into your online account and cancel through the booking dashboard
• Call us at +61 2 9012 4578 during business hours
• Email us at [email protected]
• Visit our facility in person

Please have your booking reference number ready. You will receive a confirmation email once your cancellation has been processed.

Business-Initiated Cancellations

If we need to cancel your appointment due to circumstances beyond our control (extreme weather, equipment failure, emergencies, etc.), we will notify you as soon as possible and offer:

• Full refund with no cancellation fee
• Free rescheduling to your preferred alternative time
• Priority booking for the next available slot
• A discount on your rescheduled service (10-20% depending on inconvenience)

Rescheduling Policy

We understand that flexibility is important. You may reschedule your appointment without penalty under the following conditions:

• Request made more than 24 hours before the scheduled appointment
• Rescheduled within 30 days of original booking date
• Subject to availability of requested time slot

Rescheduling requests made less than 24 hours before your appointment may be subject to a rescheduling fee or treated as a cancellation (see Cancellation Policy above).

Gift Cards and Promotional Credits

Gift Card Terms

• Gift cards are non-refundable and cannot be redeemed for cash
• Valid for 12 months from date of purchase
• Can be applied toward any of our services
• Cannot be combined with other promotional offers unless specified
• Lost or stolen gift cards cannot be replaced

Promotional Offers and Discounts

• Promotional discounts are non-refundable and apply only to the service amount
• Cannot be redeemed for cash
• Subject to terms and conditions specified at time of offer
• May not be combined with other offers unless explicitly stated
• Expired promotional codes cannot be honored

Membership and Package Services

Monthly Membership Plans

If you subscribe to a monthly unlimited wash membership:

• Cancel anytime with 30 days' notice
• No refund for partial month usage
• Services are non-transferable to other vehicles or individuals
• Membership benefits expire upon cancellation

Pre-Paid Service Packages

For customers who purchase multi-service packages:

• Valid for 12 months from date of purchase
• Unused services may be refunded on a pro-rata basis within 6 months of purchase
• After 6 months, packages are non-refundable
• Individual services within a package are non-transferable
• Package discounts apply only when purchasing the complete package

Weather Policy

We monitor weather conditions to ensure optimal service quality. In cases of adverse weather:

• Light Rain: Services proceed as scheduled (rain may enhance certain cleaning processes)
• Heavy Rain or Storms: We may recommend rescheduling. No cancellation fee applies
• Extreme Weather: Services will be postponed for safety. Full refund or free rescheduling

If you choose to proceed with service during unfavorable weather conditions against our recommendation, we cannot guarantee optimal results, and refunds may not be available for weather-related quality issues.

Damage Claims

Pre-Service Inspection

We conduct a thorough inspection of your vehicle before service begins and document any pre-existing damage. This protects both you and us in the unlikely event of a dispute.

Reporting Damage

If you believe our service has caused damage to your vehicle:

• Report the damage immediately upon discovery, preferably before leaving our facility
• Provide photographic evidence if possible
• Do not have repairs completed before we inspect the damage
• Allow us to assess the damage and review service records

Claims Process

We take all damage claims seriously. If damage is determined to be our responsibility:

• We will arrange for professional repair at an approved facility
• Cover all reasonable repair costs
• Provide compensation for any inconvenience
• Follow up to ensure your complete satisfaction

Please note that we are not responsible for pre-existing damage, wear and tear, or damage caused by manufacturing defects or previous improper repairs.

Service Upgrades and Modifications

If you wish to upgrade or modify your service after booking:

• Before Service: Upgrades can be added at any time before your appointment
• During Service: Additional services may be available subject to time and resource availability
• After Service: We can perform additional services, but original service pricing applies

If you wish to downgrade your service, please contact us at least 24 hours before your appointment. Downgrades may result in a refund of the price difference, subject to our cancellation policy.

Late Arrival Policy

We value your time and operate on a tight schedule to serve all our customers efficiently:

• Up to 15 Minutes Late: We will accommodate you if possible, but service may be shortened
• 15-30 Minutes Late: Subject to rescheduling based on availability. No refund for reduced service time
• More than 30 Minutes Late: Treated as a no-show. Full service charge applies

If you anticipate being late, please call us immediately at +61 2 9012 4578. We will do our best to accommodate you, but cannot guarantee availability.

Dispute Resolution

We are committed to resolving any concerns or disputes fairly and promptly:

1. Initial Contact: Speak with our on-site manager or call our customer service team
2. Formal Complaint: Submit a written complaint via email within 7 days of service
3. Investigation: We will investigate your complaint and respond within 5 business days
4. Resolution: We will work with you to find a fair resolution, which may include service redo, partial refund, or full refund
5. Escalation: If you remain unsatisfied, you may escalate to consumer protection agencies in NSW

Australian Consumer Law

This policy operates in conjunction with the Australian Consumer Law. Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that you may have under the Australian Consumer Law or any other applicable law that cannot be excluded, restricted, or modified by agreement.

Under the Australian Consumer Law, you have rights in relation to services that:

• Are provided with acceptable care and skill
• Are fit for any specified purpose
• Are provided within a reasonable time

If we fail to comply with these guarantees, you may be entitled to a remedy. For more information, visit the Australian Competition and Consumer Commission (ACCC) website at www.accc.gov.au.

Changes to This Policy

We may update this Refund and Cancellation Policy from time to time to reflect changes in our services, business practices, or legal requirements. The updated policy will be posted on our website with a new "Last Updated" date. Your continued use of our services after changes are posted constitutes acceptance of the updated policy.

Contact Us

If you have any questions about our Refund and Cancellation Policy, or if you need to request a refund or cancellation, please contact us:

We strive to respond to all inquiries within 24 hours during business days.