Policies & Procedures

Cancellation Policy for Scheduled Services

At Purify Car Care, we understand that plans can change. To ensure fairness to our customers and contractors while maintaining efficient scheduling, the following cancellation terms apply to all individually scheduled services (not part of a subscription plan):

1. Cancellations More Than 24 Hours in Advance

• Customers may cancel an appointment more than 24 hours before the scheduled service time to receive a full refund of any payment made.

• If weather conditions are expected to impact our ability to complete the service, Purify Car Care will proactively reach out to reschedule the appointment at no charge.

• If three (3) consecutive rescheduling attempts are unsuccessful due to weather-related delays (as determined by Purify Car Care), a full refund will be issued, and the customer will have the option to book a new appointment at their convenience.

• Weather-related rescheduling does not reset the cancellation clock. If the customer cancels for any reason (not weather) after a weather-based reschedule is confirmed, the applicable late cancellation fee will still apply based on the time remaining before service.

2. Cancellations Within 24 Hours of Appointment

• Cancellations made within 24 hours but more than 12 hours before the appointment will incur a $15 cancellation fee.

• The remaining balance (if already paid) will be refunded to the original payment method.

• This applies regardless of reason, including weather, scheduling conflicts, or vehicle unavailability.

3. Cancellations Within 12 Hours of Appointment

• Cancellations made within 12 hours of the scheduled service time will incur a $25 cancellation fee.

• The remaining balance (if any) will be refunded.

• Customers are encouraged to notify us as early as possible to avoid these fees and to allow other customers the opportunity to book the time slot.

4. No-Show or Vehicle Unavailable at Time of Service

• If the service provider arrives at the appointment location and the customer’s vehicle is not accessible, not present, or otherwise unavailable, the appointment will be considered a “No-Show.”

• In the event of a No-Show, a $25 fee will be charged, and the remaining balance will be refunded, if applicable.

• If no payment has been made in advance, the customer will be billed for the $25 fee, which must be paid before booking any future services.

• If a customer plans to leave the vehicle unlocked or in a designated area, it is their responsibility to provide clear instructions and ensure the vehicle is accessible at the scheduled appointment time.

5. Customer-Initiated Interruption During Service

• If a customer interrupts the detailing process due to needing the vehicle before the service is completed (e.g., needing to drive somewhere), the service will be marked as incomplete.

• In such cases, no refunds or partial credits will be provided.

• A new appointment must be booked at full price if the customer wishes to have the service completed at a later time.

6. Purify Car Care’s Right to Cancel

• Purify Car Care reserves the right to cancel any appointment at any time due to weather, safety concerns, scheduling conflicts, or any other operational issue.

• In such cases, customers will receive a full refund or will be offered a reschedule at no penalty.

Subscription & Pricing Plan Policy

This Subscription & Pricing Plan Policy outlines the terms and conditions for customers enrolled in any recurring service or pricing plan with Purify Car Care. By subscribing to one of our plans, you acknowledge and agree to the following terms:

1. Billing Cycle & Auto-Booking

Each subscription is based on a billing cycle determined at the time of purchase (e.g., monthly).
Auto-booking is provided as a courtesy, not a guaranteed service. While we aim to pre-schedule services for your convenience, you remain fully responsible for ensuring your appointments are scheduled and completed.
If you reschedule three (3) auto-booked appointments in three consecutive billing cycles, you will be removed from the auto-booking list and required to book appointments manually going forward.
Auto-booked appointments are always aligned with your billing cycle. There is no risk of receiving multiple services within one cycle unless your plan specifically allows it.

2. Service Eligibility & Payment

No services will be rendered until a subscription payment has been successfully processed.
If a subscription payment fails, your servicing is immediately paused and placed on hold.
If the payment is not successfully completed within 30 calendar days, your plan and all associated bookings will be canceled, and any missed services will be forfeited.

3. Rescheduling Limits

You may reschedule an appointment up to three (3) times per billing cycle, but no further than 30 days from the original appointment date.
Reschedules do not carry over into future billing cycles. Each billing cycle is treated as a clean slate. Once your next billing cycle begins, all unused services from the previous cycle are forfeited.
This ensures scheduling remains consistent and manageable for both customers and our detailers.

4. Customer No-Show Policy (Subscriptions)

If a customer is not present, the vehicle is unavailable, or access is restricted upon the detailer’s arrival, the service will be marked as completed and counted against your subscription plan.
No refund or reschedule will be issued.
If this becomes a pattern, we may revoke access to auto-booking and require manual scheduling for future services.

5. Cancellations by Customers

Cancellations made more than 24 hours in advance may be rescheduled within the same billing cycle (up to the 3-reschedule limit).
Cancellations made within 24 hours will count as one of your reschedule attempts and may also incur a late cancellation fee (see the full cancellation policy).
Cancellations made within 12 hours or no-shows may result in the service being counted as completed with no refund or reschedule available.

6. Weather & External Interruption Policy

Weather-related cancellations are allowed up to three (3) times before we issue a refund or cancel the appointment.
If services are delayed due to weather, they will be rescheduled — but only within the same billing cycle and within the 3-reschedule limit.
If the customer interrupts the service (e.g., needs the car and asks the detailer to stop), the appointment will be considered completed, with no reschedule or refund available.

7. Plan Modifications & Termination

You may upgrade or downgrade your subscription at any time. Changes will take effect at the start of your next billing cycle.
Purify Car Care reserves the right to adjust pricing, availability, or plan details. You will be notified in advance of any changes that affect your active plan.
Subscriptions can be canceled by either party with notice before the next billing cycle renews. Canceling a plan does not entitle you to a refund for the current cycle.

Claims & Disputes Policy

1. How to Submit a Claim

All claims must be submitted within 24 hours of the appointment’s completion via:

purifycarcare.com/claims

This includes concerns about vehicle damage, service quality, or any issues related to your appointment. Claims submitted by phone, text, or social media will not be processed.

2. Required Documentation

You must include:

Clear photos or video of the claimed damage or issue,
A written description of the concern,
Any relevant documentation or prior photos (if available).

Failure to submit adequate documentation may result in denial of the claim.

3. Third-Party Contractor Disclaimer

Purify Car Care works exclusively with independent service providers (detailers). We act solely as a booking platform and mediator between customers and detailers. In the event of an alleged damage claim:

Purify Car Care will investigate both sides by reviewing documentation, internal service logs, and the assigned detailer’s photo evidence.
We will facilitate communication between the customer and the detailer to reach a fair resolution.
However, Purify Car Care does not accept direct liability for damages or losses caused by third-party contractors.

4. Mediation & Resolution Process

Once a claim is submitted, we will:

Review all evidence from both the customer and the assigned detailer,
Provide a written summary and recommendation,
Assist both parties in working toward a resolution, such as repair cost coverage, re-service, or insurance involvement.

Note: If the customer refuses to cooperate with our investigation process or pursues chargebacks without submitting a claim first, their account may be suspended or terminated.

5. Chargebacks & Disputes Without a Claim

If a chargeback is initiated without first submitting a claim via purifycarcare.com/claims, Purify Car Care reserves the right to:

Suspend or terminate your account permanently,
Disallow any future services,
Provide documentation to the payment processor disputing the chargeback.

6. Final Decisions

All mediation outcomes are based on available evidence. Purify Car Care’s role is limited to assisting with resolution, not enforcing or assuming financial responsibility. We will always advocate for a fair and ethical outcome for both parties.

Satisfaction Policy

At Purify Car Care, customer satisfaction is a top priority. We strive to connect every customer with a qualified detailer who can meet or exceed expectations. However, due to the nature of working with independent contractors, outcomes may vary depending on each contractor’s performance and the condition of the vehicle.

1. Service Quality Concerns

If you are unsatisfied with the results of your service, you must notify us within 24 hours of the appointment by submitting a formal claim at:

purifycarcare.com/claims

This allows us to document and review the concern while the service conditions are still fresh and verifiable.

2. Resolution Process

Once a claim is submitted:

We will collect supporting evidence (including service photos, notes, and detailer documentation),
Our team will mediate communication between you and the service provider,
If the issue is valid and supported, we will work to offer a fair resolution—such as a re-service or credit.

3. Limitations of Satisfaction Guarantee

Because we operate with third-party contractors, Purify Car Care does not guarantee results or issue refunds directly for unsatisfactory outcomes.
Refunds, credits, or re-servicing are issued only at our discretion based on the findings of a submitted claim.
Cosmetic imperfections, pre-existing damage, and normal limitations of detailing results (e.g., permanent stains or etching) do not qualify for refunds or re-dos.

4. Responsibility to Cooperate

Customers are expected to provide clear, respectful communication and submit any necessary documentation to resolve issues quickly. Refusal to cooperate or attempts to abuse the system through frequent complaints or false claims, may result in account suspension.

Customer Conduct Policy

To maintain a safe, respectful, and professional environment for both customers and independent service providers, all customers are expected to adhere to the following conduct guidelines:

1. Respect Toward Contractors and Staff

Customers must treat all Purify Car Care detailers, support agents, and representatives with courtesy and respect. Aggressive behavior, harassment, or discriminatory remarks will result in immediate account suspension or service refusal.

2. Safe and Accessible Service Environment

Vehicles must be accessible at the scheduled time, parked legally, and safe to work on.
If a vehicle is not accessible, the service may be marked as completed (especially in the case of subscription services) and no refund or rescheduling will be provided.
Service areas must not present any hazards to the contractor’s health or safety.

3. Misuse of Service

Attempting to obtain additional services not included in the appointment without paying is considered misuse.
Providing false claims or attempting to defraud the platform or detailers may result in removal from our platform and potential legal action.

4. Recurring Issues

Customers with repeated violations of any of these guidelines, excessive rescheduling, or uncooperative behavior during claims or disputes may be removed from the auto-booking list or permanently restricted from future service.

Photo Documentation, Privacy & Communication Policy

1. Photo Documentation

To protect both the customer and the service provider, Purify Car Care and its partnered detailers may take time-stamped photographs before, during, and after any service. This is done for the purposes of:

Verifying the condition of the vehicle prior to service,
Documenting service results for quality control and claims,
Providing proof of service in the event of disputes.

By booking a service, you consent to the collection of these photos. These images may be stored securely for up to 12 months and will only be shared with involved parties (e.g., customer, detailer, or legal representatives if necessary) in the event of a claim or dispute.

2. Customer Privacy

We do not sell or distribute your personal information. All communication, appointment records, and documentation are used solely for business operations and customer service. Our full Privacy Policy can be found on our website.

3. Communication Policy

Purify Car Care primarily communicates via:

Email (for confirmations, policy updates, or account-related messages)
SMS (for booking reminders and urgent scheduling updates)
Phone (if required for urgent service coordination)

By using our services, you agree to receive necessary communications related to your appointments, claims, subscriptions, or service satisfaction. You may opt out of promotional messages, but transactional or operational communication is required for service.