Effective Date: 1 October 2026
Prestige Car Wash & Detailing is committed to providing quality vehicle care services and a positive customer experience. This policy explains how customers can request booking cancellations, reschedule appointments, raise service concerns and request refunds.
1. Booking Cancellations
If you need to cancel your booking, please contact Prestige as soon as possible using the contact details provided on our website. Please provide your name, booking details, scheduled appointment date and the service you booked so our team can identify your reservation and assist you. Any applicable cancellation conditions will be communicated to customers at the time of booking.
2. Rescheduling Appointments
If you wish to change your appointment date or time, please contact our team as early as possible. Rescheduling requests are subject to appointment availability. Our team will confirm whether your booking can be moved to another date or time.
3. Refund Policy
Refund requests are considered according to the circumstances of the booking, the services purchased and applicable New Zealand consumer law. If you have paid for a service that has not been provided, please contact Prestige to discuss your request. If a service has not been performed with reasonable care and skill or does not meet applicable consumer guarantees, you may be entitled to an appropriate remedy, which may include a repair, cancellation or refund depending on the circumstances. Nothing in this policy limits any rights you may have under the New Zealand Consumer Guarantees Act 1993 or other applicable laws.
4. Service Concerns and Complaints
If you are dissatisfied with a service provided by Prestige, please contact us and explain your concern.
Where possible, include:
Your name and contact details.
The date the service was provided.
The service or package purchased.
A description of the issue and any supporting photographs, if relevant.
We will review your concern and discuss the appropriate next steps with you.
5. Additional Charges
Additional charges may apply when a vehicle requires work beyond the standard service, including cases involving heavy soiling, excessive pet hair, tar, insects or other difficult-to-remove contamination. Any applicable additional charges should be explained to the customer before the additional work proceeds. If you have questions about pricing or charges, please contact Prestige before confirming your booking.
6.Refund Processing
If a refund is approved or required under applicable law, Prestige will communicate the next steps to the customer. Where a payment was made electronically, the refund will generally be processed through the original payment method where practicable. The time taken for the funds to appear in your account may depend on your bank or payment provider. Please contact us if you require an update regarding a refund request.
7. No-Show Appointments
If you cannot attend your scheduled appointment, please notify Prestige as soon as possible. Any conditions or charges relating to missed appointments must be communicated to customers in advance and applied consistently with applicable law.
8. Contact Us
For booking cancellations, rescheduling requests, refund enquiries or service concerns, please contact Prestige using the contact details published on our website. Please include your booking details so our team can assist you efficiently.
9. Changes to This Policy
Prestige may update this policy when necessary to reflect changes to its services or business practices. The latest version will be published on this page.
10. Consumer Rights
This policy operates alongside applicable New Zealand consumer protection laws. Customers retain any rights and remedies available to them under the law, including the Consumer Guarantees Act 1993 where applicable.
