Service Booking Terms & Conditions
Last updated: 9 October 2026
1. About these terms
These Service Booking Terms & Conditions explain the terms that apply when you arrange mobile valeting or vehicle detailing services with Crystal Clean Valeting.
In these terms, “we”, “us” and “our” refer to the business identified as Crystal Clean Valeting. “You” and “your” refer to the customer requesting or receiving our services.
Business email: CrystalCleanGuildford@outlook.com Telephone: 07414 993512
These terms apply alongside the specific service, price, appointment details and any additional arrangements confirmed directly with you.
Nothing in these terms excludes or limits any consumer right that cannot lawfully be excluded or limited.
2. Enquiries and quotations
Our website provides information about our services and allows customers to make enquiries. It does not itself accept online bookings or payments.
You can contact us by email or telephone to discuss the service you need.
When requesting a quotation, please provide accurate information about:
- Your vehicle's make and model.
- The service you are interested in.
- The vehicle's general condition and any particular concerns.
- Your postcode or the proposed service location.
- Your preferred appointment date or dates.
We may ask further questions or request photographs where reasonably necessary to understand the vehicle's condition and the work required.
A quotation is based on the information available at the time. If the vehicle or requested work differs materially from what was described, we may need to discuss a revised quotation before proceeding.
A quotation is not a confirmed appointment unless we expressly confirm the appointment and its agreed arrangements.
3. When a booking is confirmed
An appointment is confirmed only when we have explicitly agreed the service and appointment arrangements directly with you, for example by email or another agreed form of communication.
The confirmation should identify the service to be carried out, the agreed price or pricing basis, the appointment arrangements and any deposit or payment conditions.
Please check the confirmation carefully and let us know promptly if any details are incorrect.
A request, enquiry or unaccepted quotation does not itself guarantee an appointment.
4. Prices and changes to the agreed work
The price will be communicated to you before the appointment is confirmed.
The price may depend on the vehicle's size, condition, the service requested and the work reasonably required.
If we discover that the vehicle's condition or requested work differs materially from the information on which the quotation was based, we will explain the issue and discuss any necessary price or scope change with you before carrying out the additional work.
We will not treat an unagreed increase in price as automatically accepted.
If you do not agree to a necessary change, we may carry out the work originally agreed where reasonably possible, or discuss an appropriate alternative.
5. Deposits
We may request a deposit to secure an appointment. Unless we tell you otherwise before confirmation, the deposit will normally be 20% of the agreed service price.
The deposit will be credited towards the total price of the agreed service.
A deposit is not automatically forfeited in every cancellation scenario. How it is treated depends on the circumstances, these terms and any applicable statutory rights.
If an appointment is cancelled, any deposit will be dealt with in accordance with the cancellation provisions below and applicable law. We will not retain a deposit and also charge the full amount of the same cancellation loss.
6. Payment of the balance
The quotation or booking confirmation will explain the agreed price and payment arrangements, including when the remaining balance is due and the payment method to be used.
We do not provide online booking or online payment through the website.
If you have a question about the price or payment arrangements, contact us directly before the appointment.
7. Customer cancellations and changes
If you need to cancel or rearrange an appointment, please contact us as soon as possible using the email or telephone details provided above.
We will confirm any revised appointment arrangements directly with you. A proposed change is not confirmed until we agree it.
Where a statutory cancellation right applies, that right takes precedence over any conflicting contractual cancellation provision.
Outside a statutory cancellation right, we will consider the circumstances of a cancellation fairly. Any charge or amount retained must be lawful, proportionate and justifiable in the circumstances.
8. Cancellations with less than 24 hours' notice
Where you cancel an appointment with less than 24 hours' notice, we may seek a cancellation charge of up to 50% of the agreed service price, but only where the charge is fair, proportionate, justified by the circumstances and permitted by law.
A charge is not automatic merely because the cancellation occurs within 24 hours. Relevant circumstances may include the work or preparation already undertaken, costs that cannot reasonably be recovered and the extent to which the appointment slot can be filled.
Any deposit already paid will be credited against any applicable cancellation charge. If the deposit exceeds the charge properly due, the excess will be refunded. If a balance is claimed, it must be supported by the applicable terms and circumstances.
We will not impose a cancellation charge where doing so would unlawfully restrict a statutory cancellation right or otherwise breach consumer law.
9. Statutory cancellation rights for distance and off-premises contracts
Depending on how and where a contract is made, consumer cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may apply.
Where those Regulations apply to the contract, you will generally have a right to cancel within 14 days after the contract is entered into, subject to the detailed legal rules and any applicable exceptions.
You do not need to give a reason to exercise a statutory cancellation right.
If you ask us to start work during an applicable 14-day cancellation period, we will obtain the request and acknowledgement required by law before work begins. If you then cancel after the service has started, you may have to pay a proportionate amount for the service already supplied, where the legal conditions for that payment are met.
Where a service is fully performed during the cancellation period, any loss of the statutory right to cancel is subject to the requirements of law, including any necessary express request and acknowledgement. We will not assume that a right has been lost simply because an appointment has taken place.
These provisions do not remove any other statutory rights you may have.
10. How to exercise a statutory cancellation right
If you wish to exercise a statutory right to cancel, you can email us using the contact details below. You may also use another method permitted by law that clearly communicates your decision to cancel.
You may use the example form below, but you do not have to use a particular form as long as you clearly communicate your decision to cancel.
Email: CrystalCleanGuildford@outlook.com
Example cancellation form
To: Crystal Clean Valeting
Email: CrystalCleanGuildford@outlook.com
I/We hereby give notice that I/We cancel my/our contract for the supply of the following service:
Service requested: __________________________
Date the contract was entered into: __________________________
Customer name: __________________________
Customer address: __________________________
Date of cancellation notice: __________________________
Signature (only if this form is sent on paper): __________________________
Delete as appropriate.
11. Cancellations or changes by us
If we need to cancel or rearrange an appointment, we will contact you as soon as reasonably possible and explain the situation.
Where possible, we will discuss a suitable alternative appointment.
If we cancel and do not provide the agreed service, we will refund any amount you have paid for that service, subject to applicable law and any different lawful arrangement agreed with you.
We will not charge you a cancellation fee simply because we decide not to proceed with a booking.
12. Weather, access and safety
Mobile valeting may be affected by severe weather, unsafe working conditions, unsuitable access or other circumstances that prevent the work being carried out safely or to an appropriate standard.
If conditions make the agreed service impractical or unsafe, we may need to postpone the work or discuss an alternative arrangement.
We will explain the position and try to agree a reasonable solution with you. Any payment or refund will be handled in accordance with the agreed arrangement and applicable law.
Please ensure that the agreed location is accessible and that we can reasonably reach the vehicle to carry out the service. If there is a material access problem, we may need to rearrange the appointment.
Any specific requirements for the service location will be discussed with you in advance where known.
13. Preparing your vehicle
Please remove valuables, important personal documents and other personal belongings from the vehicle before the appointment.
We are not responsible for personal belongings that you leave inside the vehicle except to the extent that responsibility cannot lawfully be excluded or where loss results from our failure to exercise the care required by law.
Please tell us about any delicate materials, known faults, damage, leaks, electrical concerns or other conditions that could affect the work.
We may decline or modify a particular task if it cannot safely or reasonably be carried out.
14. Existing damage and the condition of the vehicle
Vehicle valeting and detailing are affected by the vehicle's existing condition, materials, age, wear and previous treatments.
Please tell us about known damage, fragile trims, loose fittings, previous repairs, sensitive surfaces or other relevant issues before the work begins.
Where appropriate, we may document the vehicle's condition before starting.
We will carry out the agreed service with reasonable care and skill. Nothing in these terms excludes liability for damage caused by a failure to meet the standard of care required by law.
15. Results and limitations
We aim to carry out the agreed service carefully and professionally. However, not every stain, odour, mark, scratch, discolouration or other imperfection can be removed through valeting or detailing.
The outcome depends on factors including the vehicle's condition, the material involved, the nature of the mark and any previous damage or treatment.
We will not guarantee a result that cannot reasonably be achieved. If we consider that a requested outcome is unlikely or that a proposed method may create an unreasonable risk, we will explain the position and discuss the available options.
16. Complaints and concerns
If you are unhappy with any aspect of the service, please contact us promptly at CrystalCleanGuildford@outlook.com or on 07414 993512.
Please explain the concern and, where relevant, provide photographs or other information that will help us understand the issue.
We will review the matter and discuss an appropriate response.
This process does not limit any legal remedy or consumer right available to you.
17. Personal information and photographs
We handle customer information in accordance with our Privacy Policy.
Where photographs are taken to assess or document work, we will use them for the relevant purpose. We will seek appropriate permission before using vehicle photographs for promotional or portfolio purposes where permission is required.
Our Privacy Policy explains how to contact us about personal information.
18. Liability and consumer rights
We will provide our services with the reasonable care and skill required by law.
Nothing in these terms excludes or limits liability where such exclusion or limitation would be unlawful. This includes any liability that cannot lawfully be excluded for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and any non-excludable consumer rights.
Subject to those protections, we are not responsible for losses that could not reasonably have been anticipated as a result of the agreed contract or for matters outside our reasonable control.
We will assess any claim in light of the circumstances, the work agreed, the evidence available and applicable law.
19. Changes to these terms
We may update these terms from time to time. The version applicable to a confirmed appointment will be the version agreed or supplied when the contract was made, subject to any later changes expressly agreed and any applicable law.
We will not use a website update to impose new terms retrospectively on a confirmed booking without a lawful basis.
20. Governing law
These terms are governed by the law of England and Wales, subject to any mandatory consumer protection rules that apply to you.
Nothing in this section removes any right you may have to bring a claim in a court that is competent under applicable law.
21. Contact
For quotations, appointments, changes, cancellations or questions about these terms, contact:
Crystal Clean Valeting Email: CrystalCleanGuildford@outlook.com Telephone: 07414 993512