Accidents are rare, but they happen. If you, someone you authorise or a pet are responsible for damage during the service is being performed, let your Provider know right away.
The best way to do this is by sending them a text message or an email just in case our Support team needs access to this information later. If you can provide photos, that’s great too.
Being upfront about damage gives your Provider as much time as possible to fix it before their next customer arrives. It also gives you two a chance to find a resolution without Car Valet Hero getting involved.
About the reimbursement process
- Your Provider may request reimbursement
If your Provider believes that you’re responsible for damage, missing items or unexpected costs, they may request reimbursement through our Resolution Centre. You’ll have 24 hours to respond.
- If you pay the full amount, the request will be closed.
- If you pay a partial amount, decline the request or ignore the request, your Provider may involve Car Valet Hero as a next step.
- Your Provider may involve Car Valet Hero
If your Provider involves Car Valet Hero, a member of our Support team will determine if you’re responsible for the damage and if the amount your Provider is requesting is reasonable. They’ll do this by reviewing evidence provided by your Provider as well as any notes you included in your initial response to your Provider’s request. Someone may also follow up with you or others who may have information about the Provider’s damage claim.
- Car Valet Hero may ask you to pay
>You’ll be given the opportunity to voluntarily submit a timely payment or an appeal. If you don’t submit a timely payment or appeal, or your appeal is unsuccessful, your payment method will be charged if we have one on file or the Provider may decide to bring the case to a higher instance. You’ll never be charged without advance notice or a chance to appeal before and after you’ve been charged. You’ll have 30 days to appeal after you’ve been charged.