Effective date: 17 September 2023
This Rebooking, Cancellation and Refund Policy explains how we will assist with rebooking and cancelling services, and how we handle refunds when an issue disrupts a visit.
How do I reschedule or cancel an appointment?
Car Valet Hero offers standard rescheduling and cancellation terms unless specific provider or service conditions are published. The Rescheduling, Cancellation and Refund Policy is displayed in the FAQ section of both provider and service detail posts. Each customer can reschedule or cancel an appointment at any time, and deposit refunds are processed according to the conditions described in the relevant Rescheduling and Cancelling policy. For bookings placed via our booking system, the policy is also displayed at the first step of initiating rescheduling or cancellation from the Rescheduling/ Cancelling links in the confirmation and reminder emails. For phone, text or chat bookings, the Rescheduling and Cancelling policy can be accessed from the FAQ section of the relevant provider or service details post. Please, familiarise yourself with your rescheduling and cancellation options in advance.
If you reschedule or cancel a Service, the amount refunded to you is determined by the Rescheduling, Cancellation and Refund Policy that applies to that Service. In certain situations, other policies take precedence and determine the amount refunded to you. If the Provider cancels, or you experience something outside your control requiring you to reschedule or cancel a booking (as defined in our Extenuating Circumstances Policy), you may be entitled to rebooking assistance or a partial or full refund. You may appeal a decision by Car Valet Hero by contacting our customer care team.
What happens if a Provider cancels before the appointment?
If a Provider cancels a booking before the visit, we will assist the Customer in finding comparable or better service options at a different location, or refund the deposit or price already paid.
What happens if another issue disrupts a visit?
Depending on the circumstances, if we determine that an issue is likely to disrupt a visit, we will provide a full or partial refund or assist the Customer in finding comparable or better service options. The amount refunded depends on the severity of the issue, the impact on the Customer, the portion of the service affected, and whether the Customer cancels the service. If the Customer decides to cancel the service or avails of a portion of it due to the issue, we will offer assistance with finding comparable or better options for the remaining portion of the service.
What Issues are covered
The term “Issue” refers to these situations:
- Provider cancels the booking before the visit.
- A Provider fails to provide access to the Service location.
- A Listing contains a significant inaccuracy, such as a Feature described in the Listing that is not available at the time of the visit.
How claims work
To avail of rebooking assistance or a refund, either we identify the issue, be informed by the Provider, or the Customer who made the booking may submit a request by contacting us. Requests must be made to us no later than 24 hours after the Issue discovery and supported by relevant evidence, such as photographs or the provider’s confirmation of the issue occurrence. We will determine whether an Issue has occurred by evaluating available evidence.
How this Policy affects Providers
If a Provider cancels a booking or another Issue disrupts a visit, the Provider will either receive no payout or will have their payout reduced by the amount of the refund to their Customer.
In most circumstances, we will attempt to confirm a Customer’s claim with their Provider. Providers can also dispute an Issue by contacting us.
Other things to be aware of
This Policy applies to all bookings made on or after the Effective Date. When this Policy applies, it controls and takes precedence over the Listing’s cancellation policy. Before submitting a claim, whenever feasible, the Customer must notify the Provider and attempt to resolve the issue directly with the Provider. In connection with resolving the issue, Customers can request refunds directly from Providers. We may reduce the amount of any refund or adjust any rebooking assistance under this Policy to reflect any refund or other relief provided directly by a Provider. As part of rebooking assistance, we may, but are not obligated to, contribute to the cost of a new booking. We may also provide Customers with the option to apply the value of a cancelled booking to a new service, or receive a gift voucher instead of getting a cash refund.
Where a Customer demonstrates that timely reporting of an Issue was not feasible, we may allow for late reporting of the Issue under this Policy. Issues that are caused by the Customer or persons authorised to act on their behalf are not covered by this Policy. Submitting a fraudulent claim violates our Terms of Service and may result in account and service termination.
Our decisions under this Policy are binding, but do not affect other contractual or statutory rights that may be available. Any right that Customers or Providers may have to initiate legal action remains unaffected. This Policy is not insurance, and no premium has to be paid by any Customer or Provider. All rights and obligations under this Policy are personal to the Customer and Provider of the booked service and may not be transferred or assigned. Any changes to this Policy will be made in accordance with our Terms of Service.