iValet UK

Terms and Conditions, Clean Car Plan & Service Level Agreement

Version 2.0 — Effective from the date you book a service

These terms govern the supply of mobile valeting, detailing, ceramic coating, and Clean Car Plan services by iValet UK (“we”, “us”, “our”) to you (“you”, “the customer”). Please read them carefully before booking. By placing a booking, paying a deposit, or allowing us to begin work, you confirm that you accept these terms and that you have authority to instruct work on the vehicle.

Nothing in these terms limits your statutory rights as a consumer under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable UK law. Where any clause would be unenforceable, the remainder shall continue to apply.

1. Definitions

• “iValet UK”, “we”, “us” or “our” means iValet UK and its employees, subcontractors, and authorised representatives.
• “You”, “your” or “the customer” means the individual or business that books a service with us, or any person reasonably appearing to act on their behalf.
• “Vehicle” means the car, van, motorbike, caravan, motorhome, boat, helicopter, or other vehicle you have asked us to service.
• “Service” means the package or work selected by you from our website or agreed in writing or verbally with us.
• “Price List” means the prices published on www.ivaletuk.com at the time of booking, or any written quote we provide.
• “Clean Car Plan” means the 12-month prepaid maintenance plan described in Section 12.
• “Working Day” means Monday to Friday, excluding English bank holidays.

2. Booking and Formation of Contract

2.1 A booking becomes a binding contract once we have (a) confirmed the booking to you in writing (including by email or SMS), and (b) received any deposit we have requested.

2.2 We may decline or cancel a booking before work begins if the vehicle is not as described, if access cannot reasonably be provided, or if performing the work would be unsafe or unlawful. Where we cancel, any payment you have made for the affected service will be refunded in full.

2.3 Quotes are valid for 30 days unless we state otherwise.

3. Prices and Payment

3.1 Prices are those shown on our Price List or in our written quote, and are inclusive of VAT unless stated otherwise.

3.2 Vehicle size category is assessed by us in good faith using the guide on our website. Where a vehicle is materially larger, dirtier, or more complex than the booking described, we may, before starting work, agree a revised price with you or offer to cancel without charge.

3.3 Payment is due on satisfactory completion of the Service, by the method we have agreed (card, bank transfer, or cash). For Clean Car Plans and other prepaid packages, payment is due in advance as set out in the booking confirmation.

3.4 Where you are a business customer (not a consumer), interest on overdue invoices will accrue at 8% above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998. For consumers, statutory interest applies only where a court orders it.

3.5 We may change our Price List at any time. Changes do not affect bookings already confirmed.

4. Pre-Work Inspection and Existing Damage

4.1 Before starting work we will, where reasonably practicable, carry out a visual inspection of the vehicle and note any visible pre-existing damage (including but not limited to dents, scratches, scuffs, cracks, chips, corrosion, loose trim, paint defects, and previous repairs). You are entitled to view the inspection notes on request.

4.2 You must tell us, before work begins, of any damage, weakness, or modification you are aware of, including:

• Resprays, paint touch-ups, vinyl wraps, or PPF (paint protection film).
• Loose, missing, or aftermarket trim, badges, or panels.
• Cracked glass, lights, or mirrors.
• Faulty seals, leaking sunroofs, or windows that do not close fully.
• Electrical faults, sensitive alarms, immobilisers, or aftermarket electronics.
• Aftermarket additions to the engine bay, exposed wiring, or open air intakes.

4.3 We are not responsible for pre-existing damage, or for damage that occurs because of an undisclosed condition listed above. We will, however, remain responsible for damage caused by our own negligence under clause 9.

5. Performing the Service

5.1 We will carry out the Service with reasonable care and skill, using professional products and equipment suitable for the vehicle.

5.2 We will not move the vehicle without your permission. If the vehicle cannot be safely cleaned in its current location, we will ask you to move it or, with your consent, move it ourselves a short distance.

5.3 We will not work in an environment we judge to be unsafe (for example, on a live carriageway, on unstable ground, or in extreme weather). Where this prevents us from starting or completing work, clause 6 (weather) and clause 8 (cancellation) apply.

5.4 Some products we use can leave surfaces slippery while drying, including tyre dressings, polishes, and interior protectants. We will warn you of this at completion. You agree to take reasonable care around these surfaces and to keep children and pets away until they are fully dry.

5.5 We do not refit child seats, dash cams, roof boxes, or other accessories we have removed in the course of cleaning. You are responsible for refitting these in line with the manufacturer’s instructions.

5.6 When cleaning engine bays, you must tell us about any sensitive electrical components, exposed filters, ECUs, or aftermarket modifications before we start. Where you fail to disclose these, clause 4.3 applies.

5.7 Vehicles over four years old, or vehicles with non-OEM paint, trim, or finishes, may contain materials that have degraded with age. We will treat such vehicles with extra care, but we cannot guarantee that age-related defects (such as clearcoat failure, perished rubber, or brittle plastics) will not be revealed or progress during cleaning. Such pre-existing degradation is not our responsibility.

6. Weather and Rescheduling

6.1 We may need to reschedule where weather conditions (such as heavy rain, snow, ice, freezing temperatures, high winds, or extreme heat) would prevent us from delivering the Service to a satisfactory standard or would be unsafe.

6.2 Where we reschedule for weather, we will arrange a new date that suits you at no extra charge. Where you would prefer to cancel, we will refund any payment for the affected visit in full.

7. Access, Keys, and Insurance

7.1 You must provide safe and lawful access to the vehicle and to a power and water source where required (we usually bring our own supply, but will tell you in advance if site supply is needed).

7.2 You confirm that you hold a spare set of keys to the vehicle. We will handle keys with care, but we are not liable for loss, lock-out, or damage caused by keys being locked inside the vehicle or by faults in the locking system, save where caused by our negligence.

7.3 You are responsible for keeping the vehicle insured at all times, including while it is in our care. Our public liability insurance covers third-party loss or damage we cause through our negligence (see clause 9).

7.4 Where the Service is carried out on a controlled site (marina, dock, private estate, corporate car park), we will hold the minimum public liability cover that site reasonably requires. Proof of cover is available on request.

8. Cancellation, Rescheduling, and Your Right to Cancel

8.1 Your statutory right to cancel (consumers)

If you are a consumer and you booked at a distance (by phone, online, or by email), you have the right to cancel the contract within 14 days of booking without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you ask us to start work within that 14-day period, you accept that:

• If work is fully completed within the 14 days, you lose the right to cancel.
• If work has begun but is not complete, you must pay a fair amount for the work already done.

To cancel, contact us at info@ivaletuk.com or 020 3929 5800.

8.2 48-hour cancellation policy

Outside the statutory cooling-off period, we operate a 48-hour cancellation policy. To cancel or reschedule a confirmed visit without charge, you must give us at least 48 hours’ notice before the agreed start time, by phone (020 3929 5800), email (info@ivaletuk.com), or text.

Where you cancel or reschedule with less than 48 hours’ notice, or we cannot reasonably gain access to the vehicle at the agreed time (for example, the vehicle is not where it was agreed to be, no keys have been left, or no one is available to provide access), we may charge a late-cancellation fee to cover our actual losses. This fee:

• Will reflect our genuine costs, including travel, allocated labour time at £60 per hour, and lost earnings from the slot;
• Will not exceed the price of the booked Service;
• Will be invoiced separately, or deducted from any deposit paid, and is payable within 14 days.

For Clean Car Plan customers, a missed visit or a late cancellation under this clause may, at our discretion, be counted as a redeemed visit against your plan rather than charged separately.

8.3 Our cancellation

Where we have to cancel a visit (for example, due to weather, vehicle breakdown, or staff illness), we will offer a new date at no extra cost or, at your option, refund any payment for that visit in full.

9. Liability

9.1 We accept responsibility for loss or damage caused by our negligence or breach of contract, to the extent required by law.

9.2 Where damage occurs through our fault we will, at our option and acting reasonably, either:

• Arrange for the damage to be repaired by a competent third party at our cost; or
• Pay you a fair sum representing the cost of repair.

9.3 You must tell us about any damage you believe we caused as soon as reasonably possible, and in any event within 7 days of the Service, so that we can inspect. We may decline a claim where late notice has materially prejudiced our ability to investigate.

9.4 Subject to clause 9.5, our total liability for any claim arising from a single Service is limited to the greater of (a) the price paid for that Service, or (b) £1,000. For Clean Car Plan customers, this cap applies per visit, not to the plan as a whole.

9.5 Nothing in these terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any liability that cannot lawfully be limited under the Consumer Rights Act 2015, the Unfair Contract Terms Act 1977, or other applicable law.

9.6 We are not responsible for:

• Damage caused by a third party not employed or subcontracted by us.
• Damage caused by force majeure events, including flooding, lightning, fire, storms, pandemics, and acts of war or terrorism.
• Damage caused by government, military, or council operations.
• Damage caused by an undisclosed pre-existing defect or weakness in the vehicle (see clause 4).
• Pure consequential or indirect loss, including loss of profits, loss of use, or hire-car costs, except where required by law.

10. Customer Responsibilities and Liability to Us

10.1 You must warn us of any defect, hazard, or content of the vehicle that could pose a risk to our staff (for example, sharp objects, biological waste, drugs paraphernalia, unsecured tools, or live ammunition). Where any such item is found, we may stop work immediately without refund and report to the police where required by law.

10.2 You are liable to us for injury, loss, or damage caused to our employees, subcontractors, or equipment by a defect in, or the contents of, the vehicle that you knew of (or reasonably should have known of) and failed to disclose.

10.3 You must keep children and pets away from the working area during the Service, and from treated surfaces while they dry.

11. Complaints and Remedies

11.1 We want you to be happy with the Service. If something is not right, please tell us within 7 days of the visit by email to info@ivaletuk.com or by phone on 020 3929 5800.

11.2 Where the issue is something we can reasonably put right (for example, a missed area or a streaked window), we will return at the earliest mutually convenient time, at no extra cost, to remedy it. This does not affect your statutory rights under the Consumer Rights Act 2015.

11.3 If we cannot resolve a complaint to your satisfaction, you may refer the dispute to an alternative dispute resolution provider, or to the courts of England and Wales.

12. Clean Car Plan

This section sets out the additional terms that apply if you buy a Clean Car Plan. Where this section conflicts with the rest of these terms, this section takes priority for Clean Car Plan matters.

12.1 What the plan includes

A Clean Car Plan is a 12-month prepaid maintenance package that includes:

• 12 home-visit valet services, each delivered to the specification of our Luxury Valet package (see Section 13: Service Level Agreement).
• A coat of ceramic spray sealant applied to the exterior paintwork at each visit.
• Priority booking ahead of standard customers.
• Free aftercare advice between visits.

12.2 One plan per vehicle

Each Clean Car Plan is registered to one specified vehicle (by registration and VIN where applicable). Visits cannot be split across multiple vehicles in the same plan.

12.3 Transfer to a new vehicle

If you change vehicle during the 12-month period, you may transfer any unused visits to your replacement vehicle, provided that:

• You notify us in writing within 30 days of the change.
• The new vehicle is the same size category as the original (where it is larger, we may, acting reasonably, ask for a top-up to reflect the difference).
• The plan is not transferred to a third party without our written consent, such consent not to be unreasonably withheld.

12.4 Validity

The plan is valid for 12 months from the date of the first redeemed visit (the “activation date”). Unused visits expire 12 months after activation and are not refundable or extendable, except where we have been unable to provide visits we offered you within the period (in which case we will extend the plan by a reasonable amount).

We aim to offer visit slots within reasonable proximity of any scheduling request. If you fail to use 12 visits within the period despite our reasonable availability, expiry still applies.

12.5 14-day cooling-off period

You have 14 days from purchase to cancel the plan and receive a full refund, in line with the Consumer Contracts Regulations 2013.

If, within those 14 days, you ask us to start the plan and we deliver one visit, you may still cancel — but the cost of the visit delivered (charged at our standard Luxury Valet rate, not the discounted plan rate) and any reasonable mobilisation costs will be deducted from the refund.

12.6 Binding agreement after activation

Once both conditions below are met, the plan becomes a binding, non-refundable agreement for the remainder of the 12-month period:

• The 14-day cooling-off period has expired; and
• At least one visit under the plan has been delivered.

After this point, no refund is payable for unused visits, save where we are in material breach of these terms (for example, failing to provide visits we have offered).

12.7 Scheduling

Visits are scheduled by mutual agreement. We will use reasonable efforts to offer dates within 14 days of your request, subject to weather, geographic coverage, and availability. Where you miss a confirmed visit without 48 hours’ notice, that visit may be counted as used (clause 8.2 applies).

12.8 Suspension

Where you cannot use the plan because of a genuine reason outside your control (long hospitalisation, long-term vehicle off-road for repair, deployment abroad), we may, at our discretion and on reasonable evidence, pause the 12-month clock for up to 60 days.

12.9 Price changes

The price you pay for the plan is fixed for the 12 months from activation. Changes to our standard Price List do not affect your plan.

13. Service Level Agreement (Luxury Valet Specification)

Each Clean Car Plan visit (and each standalone Luxury Valet booking) is delivered to the following specification. Times shown are typical and may vary with vehicle size and condition.

13.1 What “satisfactory completion” means

Each visit is considered satisfactorily complete when the items in the table above have been delivered to a reasonable standard, judged objectively having regard to the condition of the vehicle on arrival. Where you raise a specific issue within 24 hours, we will return free of charge to put it right (clause 11).

13.2 Service credits

Where we materially fail to deliver the SLA at a visit and cannot reasonably remedy it within 7 days, we will add one extra visit to your plan or, at your option, refund the value of one visit at the plan rate. This is in addition to your rights under clause 11 and the Consumer Rights Act 2015.

14. Data Protection

We process personal data in line with UK GDPR and our Privacy Policy at www.ivaletuk.com/privacy-policy. We will only use your details to provide the Service, manage your account, and (where you opt in) to send you marketing communications.

15. General

15.1 We may subcontract parts of the Service to vetted partners, but we remain responsible to you for the Service as a whole.

15.2 You may not transfer your rights under these terms (including the Clean Car Plan) to a third party without our written consent, save as set out in clause 12.3.

15.3 If any clause is held by a court to be unenforceable, the rest will remain in force.

15.4 No delay or failure by us to enforce a clause is a waiver of it.

15.5 These terms are governed by the law of England and Wales, and disputes are subject to the non-exclusive jurisdiction of the courts of England and Wales.

15.6 We may update these terms from time to time. The version that applies to your booking is the version in force on the date of booking, and (for Clean Car Plans) on the activation date.

Contact iValet UK

• Phone: 020 3929 5800
• Email: info@ivaletuk.com
• Web: www.ivaletuk.com

By booking a service with iValet UK, you confirm that you have read, understood, and accept these Terms and Conditions.