Refund Policy

1. Service Satisfaction Guarantee

We stand behind the quality of our work with a 100% satisfaction guarantee. If you are not completely satisfied with the service provided, please notify us within 48 hours of service completion, and we will take appropriate steps to address your concerns.

1.1. Resolving Service Issues

If you're not satisfied with any aspect of our service, we will:

• Schedule a re-inspection of the areas of concern
• Offer to re-clean or remedy any areas that don't meet our quality standards at no additional cost
• Provide a partial or full refund as appropriate if we cannot adequately address your concerns

1.2. Conditions for Service Satisfaction Claims

To be eligible for our service satisfaction guarantee:

• You must notify us within 48 hours of service completion
• The vehicle must not have been used in conditions that would affect the areas in question (e.g., driving through mud after an interior cleaning)
• You must provide reasonable access to inspect and remedy the issue
• The concern must be related to the quality of our workmanship and not due to pre-existing conditions that were disclosed before service

2. Refund Eligibility

You may be eligible for a refund in the following situations:

2.1. Service Cancellations

Our cancellation policy is as follows:

• Cancellations made 48+ hours before appointment: Full refund of any prepaid amount
• Cancellations made 24-48 hours before appointment: 50% refund of prepaid amount or reschedule with no additional fee
• Cancellations made less than 24 hours before appointment: No refund, but you may reschedule with a 25% rescheduling fee
• No-shows: No refund of prepaid amounts

2.2. Service Quality Issues

Refunds for quality issues will be determined based on:

• The nature and extent of the quality issue
• Whether we have been given the opportunity to remedy the situation
• The proportion of the service that failed to meet standards

Refunds may be partial or full, depending on the circumstances.

2.3. Service Unavailability

If we are unable to provide the scheduled service due to technician illness, equipment failure, or other circumstances within our control, you will be offered:

• Rescheduling at your convenience
• A full refund of any prepaid amount
• A discount on your rescheduled service as compensation for the inconvenience

3. Refund Process and Timeframes

3.1. How to Request a Refund

To request a refund, please:

1. Contact our customer service team at info@premiumautocare.com or call +44 254 083 5024
2. Provide your booking reference number and details of your service
3. Explain the reason for your refund request
4. Include photographs of any quality issues, if applicable
5. Indicate your preferred contact method for follow-up

3.2. Refund Processing Timeline

Once approved, refunds will be processed as follows:

• Credit/Debit Card Payments: 3-5 business days for the refund to appear on your statement
• Bank Transfers: 3-7 business days to process
• Cash Payments: Refunded in person or via bank transfer within 5 business days

3.3. Refund Review Process

All refund requests are reviewed by our management team. We aim to respond to refund requests within 2 business days and resolve them within 5 business days. For complex cases, this timeline may be extended, but we will keep you informed throughout the process.

4. Non-Refundable Items and Services

Certain aspects of our services are non-refundable:

• Consumable Products: Any products used during the service (e.g., cleaning solutions, protectants)
• Custom Packages: Services that were customized specifically for your vehicle's unique needs, if the customization was the primary reason for the service failure
• Additional Services: Add-on services requested after the initial booking and already performed
• Service Fees: Travel fees for mobile services, if the technician arrived at the scheduled location

5. Cancellations by Premium Auto Care

5.1. Weather and Environmental Conditions

We may need to cancel or reschedule services due to:

• Severe weather conditions that make service unsafe or ineffective
• Environmental factors that would compromise service quality
• Site access issues beyond our control

In these cases, you will be offered rescheduling with priority booking or a full refund of any prepaid amount.

5.2. Technical and Operational Issues

If we need to cancel due to equipment failure, staff illness, or other operational issues:

• We will notify you as soon as possible
• You will receive a full refund of any prepaid amount
• We will offer a 10% discount on your next booking as compensation for the inconvenience

6. Special Circumstances

6.1. Gift Certificates and Prepaid Packages

Gift certificates and prepaid service packages:

• Are non-refundable for cash but may be transferred to another person
• Have a validity period of 12 months from the date of purchase
• Can be extended once for an additional 3 months upon request
• May be exchanged for services of equal or greater value (with additional payment for upgrades)

6.2. Promotional Discounts and Offers

Services purchased with promotional discounts:

• Are refunded at the actual amount paid, not the full retail value
• May have special cancellation terms as specified in the promotion
• Cannot be combined with other refund-related compensations

6.3. Service Subscriptions

For recurring service subscriptions:

• Cancellations must be made at least 7 days before the next scheduled service
• Refunds for unused prepaid services will be prorated based on services already rendered
• Any subscription discount applied to services already rendered will be recalculated at the standard rate if the subscription is cancelled before completion of the agreed term

7. Exceptions and Dispute Resolution

7.1. Exceptions to Standard Policy

We recognize that special circumstances may arise. Premium Auto Care reserves the right to make exceptions to this policy on a case-by-case basis. These exceptions are made at our sole discretion and do not constitute a waiver of our right to enforce this policy in other situations.

7.2. Dispute Resolution

If you are dissatisfied with the resolution of your refund request:

1. Contact our Customer Relations Manager at customerrelations@premiumautocare.com with details of your case
2. Include any relevant documentation, including previous communications
3. We will review your case and respond within 5 business days
4. If we cannot reach a mutually satisfactory resolution, disputes may be referred to an independent mediation service

8. Changes to This Policy

Premium Auto Care reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this policy periodically. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

9. Contact Information

For all refund requests and questions regarding this policy, please contact us at: