Your UpDetail Experience & Service Agreement
Effective date: November 4, 2026
Thank you for choosing UpDetail — where premium car care meets white-glove convenience. By booking with us, you agree to the terms below, designed to ensure a smooth, consistent, and professional experience for every customer.
1. Appointment Cancellation & Reschedule Policy
Late arrivals to shop appointments may be treated as cancellations/no-shows as described below.
When you book an appointment, we reserve time exclusively for your vehicle and turn away other clients during that time slot. Gift card appointments are subject to the same cancellation and rescheduling policies as standard bookings. Need to reschedule or cancel? Then just call or text our main line at 040-887-4599.
You explicitly agree to these terms and authorise UpDetail to charge your provided payment method in line with this cancellation policy at the time of booking your service. This agreement enables UpDetail to effectively manage bookings and ensures accountability for reserved appointment slots. By scheduling an appointment with us, you expressly authorise UpDetail to charge your card on file in accordance with our cancellation policy.
2. Time-Based Detailing & Results
UpDetail packages are time-based, so pricing stays fair across every vehicle size and condition. You are paying for skilled labour and professional products for the booked time — not a guaranteed finish. We work the full booked time with care and do our best to achieve the result you want within your budget and what is reasonable for the vehicle's starting condition.
Results depend on the vehicle's condition. Heavily soiled vehicles, long-term staining, pet hair, oxidised paint or neglected interiors may need restoration-level work that a basic package cannot fully achieve. If more time would help, we may recommend extra detailing time at $50 per 30 minutes, only with your approval. If you decline, we focus on your top-priority areas within the original booking. Full Detail packages apply to one vehicle only.
3. Check-In Inspection & Quote Changes
Before we start, we inspect the vehicle with you, note and photograph any existing damage, and confirm your priorities. If the vehicle needs much more work than the booked package covers, we will tell you what the package will and won't achieve and offer a revised quote before continuing. Nothing extra is charged without your agreement.
Please remove all personal belongings, money, and other significant items from your vehicle prior to any type of service. UpDetail will not move personal belongings, for safety & liability concerns.
If areas such as the centre armrest storage or glove compartment are not cleared of belongings, we will not be able to clean them due to your private personal belongings — always wanting to protect personal property.
4. Arrival Window & Access To Your Vehicle
Our team may arrive up to 90 minutes after your scheduled time due to traffic or job delays, and we'll keep you updated by SMS. We need access and keys to perform the service, and by booking you authorise us to operate and reposition the vehicle where needed. If we can't access the vehicle or begin the service on arrival, cancellation or reschedule fees may apply. If the vehicle is not ready at the time of arrival and we have to wait more than 10 minutes for you to remove excess trash, personal belongings, or in any such way make the vehicle available, we reserve the right to charge a $50 convenience fee for the lost time.
5. Hazardous Conditions
For the safety of our team, we may pause, decline or charge for additional time if a vehicle contains biohazards (such as bodily fluids or vomit), mould, pest infestations, sharp objects, drug paraphernalia or other unsafe conditions. We will discuss any change with you before proceeding. Please remove valuables and personal items before your appointment.
6. Final Inspection, Gratuity & Service Concerns
At the end of your appointment we'll walk you through the results. If you're unavailable for the walkthrough, a 10% gratuity will be added to your invoice to compensate the technician for completing the job without your review.
Because vehicles pick up fresh soiling through normal use, concerns about cleanliness or overlooked items must be raised within 48 hours of completion, with photos, so we can verify them against our own completion photos. If a specific item in your booked package was missed or clearly done poorly, we'll come back and re-do that item at no charge. After this window we can no longer reliably attribute the vehicle's condition to our service, so complimentary rectification won't be available — though we're always happy to quote on a touch-up.
Your package is a scope of work carried out with reasonable care and skill. We do the best we can to get the results you want within your budget, the booked time and what is reasonable for the vehicle's condition, and once we have genuinely worked the full booked time the service is complete. Results that could not be reached within the booked time, or that need shampooing, hot-water extraction, machine polishing or other restorative treatment not included in your package, sit outside the scope of your booked service — if that's what you need, we're happy to quote on the corrective treatment.
This window does not affect concerns about damage to your vehicle.
7. Payment Terms
Payment is due on completion by credit or debit card, or cash. Overdue invoices may incur a late fee of 10%. If you plan to leave during a mobile appointment, please check out with your technician first — we'll keep working as scheduled. By booking, you authorise UpDetail to charge the card on file for cancellations, no-shows, or service extensions you have approved.
8. Mobile Access Requirements
For mobile appointments, please provide access to water and electricity unless we've agreed otherwise before the appointment. Some jobs can be completed using our onboard water and/or power if arranged in advance. If required utilities aren't available on arrival and no prior arrangement was made, the appointment may be cancelled and a fee of up to 100% of the service total (capped at $199) may apply.
9. Shop Storage Policy
Vehicles must be picked up within 24 hours of completion unless other arrangements are made. After 24 hours, a $50 daily storage fee applies, as our indoor space is reserved for active appointments.
10. Pre-Existing Conditions & Liability
We document visible pre-existing damage before starting and will tell you immediately if anything occurs during your appointment. We are not responsible for pre-existing faults or wear — for example failing clear coat, loose trim, worn upholstery, or electrical and mechanical defects — that are exposed or worsened by normal, careful detailing.
To the extent permitted by law, our liability for loss or damage is limited to re-supplying the service or paying the cost of having it supplied again, and we are not liable for indirect or consequential loss. This does not apply to loss caused by our negligence.
11. Media Use & Legal
By booking, you allow UpDetail to photograph your vehicle for training or marketing, unless you ask us in writing not to. Number plates and personal items will not be shown. This agreement is governed by the laws of New South Wales, Australia. You confirm you are at least 18 years old and authorised to approve services for the vehicle. For questions, contact us at sales@updetail.com.au.
12. What You're Agreeing To
By booking with UpDetail, you agree that services are time-based, not result-based; that you'll provide vehicle access and take part in the check-in and final inspection where possible; and that you accept our cancellation, storage, gratuity and extended-service policies. Payment reflects technician time, care and products.