Terms of service

1. Booking and confirmation

The Google Maps customer-review feature is subject to the Google Terms of Service. Reviews are their authors' opinions, selected by Google's relevance ordering, not promises made by us.

A booking request through this website, by phone, text or email is a request, not a confirmed appointment. Your slot is confirmed when we reply to accept it and give you a time window. If we can't do the work described, we'll say so before confirming.

2. Quotes and prices

All prices are in New Zealand dollars and include GST at 15%. Quoted prices assume the vehicle size and condition described at booking, and include collection and return within our service area.

If, on inspection, the vehicle is a size larger than booked, or the soiling is heavier than described (or we find mould, vomit, smoke residue, biohazard material, leaks or corrosion), we'll tell you the revised price and get your agreement before starting that work. If you decline, we'll either do the work as originally scoped or return the vehicle — you won't be charged for work you didn't approve.

Any discount, offer or promotional price is described with its limitations and expiry. We don't advertise a "usual price" we never charged.

3. What we do and don't do

Our services are cleaning, decontamination and protection of vehicle surfaces. Unless separately quoted and agreed, we don't carry out paint repair, dent repair, scratch removal, upholstery repair, mechanical or electrical work, or removal of items fitted to the vehicle.

Cleaning can't fix pre-existing damage: burns, tears, cracks, deep scratches, rust, worn-through clearcoat, failed adhesives, or odours that have permanently bonded into foam or padding. Where we think a result won't be achievable, we'll tell you before you commit.

4. Collection, keys and vehicle custody

• We collect and return using our own staff, on our insurance, driving only between your address and our workshop.
• At handover we record the odometer and walk around the vehicle with you, noting existing damage. If you're not present, we record it ourselves and send you the note.
• Keys are logged in on collection and logged out on return, and held securely in between.
• Please remove valuables before handover. We lock and store the vehicle, but we're not responsible for personal property left in it.
• If damage occurs while the vehicle is in our care through our negligence, we'll tell you promptly, cooperate with your insurer and ours, and meet our obligations under the Consumer Guarantees Act and our insurance policy.

5. Collection and return area

Collection and return is free across Wellington City, Porirua and the Hutt Valley as listed on our service area page. Outside that area we may quote a travel charge, which we'll tell you before confirming. Detailing at your own address instead of our workshop is +$49 within 10 km of the CBD and requires suitable access, power and somewhere for wash water to be contained or to soak away — we can't let runoff reach the stormwater network.

6. Cancellations and delays

Cancel or reschedule by 5pm the day before your booking at no charge. If you cancel later, or the vehicle isn't available when we arrive, we may charge the travel cost we've already incurred. If we have to move your booking — bad weather, a breakdown, a job running long — we'll contact you as early as we can and offer the next available slot.

7. Payment

Payment is due on return of the vehicle by bank transfer. We don't take payment details through this website. An invoice is available on request. Business and fleet customers can apply for monthly invoicing; late payment of agreed business accounts may incur recovery costs.

8. Results, and your consumer rights

We carry out our services with reasonable care and skill, as the Consumer Guarantees Act 1993 requires. If the result isn't acceptable:

• Tell us within 7 days of hand-back, and let us inspect the vehicle;
• Where the work fell short, we'll re-do the affected work at no cost;
• If it can't be fixed, you're entitled to a remedy under the Act — which may mean a reduction in price or a refund.

Nothing in these terms limits your rights under the Consumer Guarantees Act, the Fair Trading Act or the Privacy Act 2020. Where a vehicle is acquired for business purposes, the parties can agree in writing that the Consumer Guarantees Act doesn't apply — ask us if you want that in a fleet quote.

9. Environmental and safety practice

We work within the water restriction level in force for the Wellington region and use low-flow, low-runoff methods. We don't discharge wash water, degreasers or other contaminants into the stormwater network. On your property we'll identify where water goes before we set up, and we'll stop and discuss it with you if the setup isn't safe or compliant. Machinery, hoses and chemicals are managed to keep your household and the public safe.

10. Privacy

We handle your personal information as described in our privacy statement. Marketing messages are sent only with your consent and you can stop them at any time.

11. Complaints and disputes

Contact us first: 027 575 6789 or info@crystalcarvalet.co.nz. We'll respond within two working days. If we can't resolve it between us, either party can take the matter to the Disputes Tribunal or the courts. Claims are governed by New Zealand law.

12. Changes to these terms

We may update these terms when our service or the law changes. The version that applies to your booking is the one published when you booked, and we'll note the date any change took effect.