Refund, Rectification, Reviews & Client Conduct Policy

CG Mobile Detailing

At CG Mobile Detailing, we are committed to delivering high-quality mobile detailing services and maintaining a professional, respectful relationship with our clients. This policy exists to ensure concerns are handled fairly, accurately, and professionally.

Rectification First (Mandatory)

If you believe any aspect of the agreed service was missed or not completed to a satisfactory standard, you must notify CG Mobile Detailing within 24 hours of service completion.

You must provide clear written details and/or photographic evidence of the specific areas of concern.

Where appropriate, CG Mobile Detailing will offer a rectification (return visit). Rectification is the primary and preferred resolution for any concerns.

Failure to allow a reasonable opportunity for rectification may void any entitlement to further remedies.

Refunds

Refunds are not automatically issued once a service has been completed.

Refunds will only be considered where:

  • CG Mobile Detailing has been given a reasonable opportunity to inspect and rectify the concern, and

  • The concern directly relates to the service booked and performed.

Refunds will not be provided for:

  • Concerns raised after the vehicle has been driven, used, or altered following the service

  • Normal wear and tear, pre-existing damage, permanent staining, or heavily soiled interiors

  • Results limited by the vehicle’s condition, age, or materials

  • Opinions, assessments, or statements made by third-party detailers or service providers

  • Services completed as booked and documented with before and after photos

Timeframe for Complaints

All concerns must be raised within 24 hours of service completion.

Complaints raised outside this timeframe may not be accepted due to the inability to accurately assess changes after completion.

Documentation & Evidence

CG Mobile Detailing retains time-stamped before and after photos and service records for quality assurance, training, and dispute resolution purposes.

These records may be used to:

  • Assess complaints

  • Respond to public reviews

  • Dispute false or misleading claims

  • Defend the business against inaccurate statements

Reviews, Feedback & Public Commentary

We welcome genuine and honest feedback. However, to ensure fairness, clients agree to the following:

Contact First Requirement

If you have a concern, you agree to contact CG Mobile Detailing directly first and allow a reasonable opportunity for rectification before posting public reviews, comments, images, or videos.

Public complaints made without first contacting CG Mobile Detailing may be considered unreasonable and may be disputed.

False, Misleading or Unfair Reviews

Reviews, comments, posts, or images that:

  • Contain false, misleading, exaggerated, or unsubstantiated claims

  • Misrepresent the service provided or the condition of the vehicle at completion

  • Are based on third-party opinions rather than the service itself

  • Are posted after the vehicle has been used, altered, or re-soiled

may be:

  • Formally disputed with the relevant platform

  • Responded to publicly using factual information, service records, and photographic evidence

Public Responses & Right of Reply

CG Mobile Detailing reserves the right to:

  • Publicly respond to reviews or comments with factual information

  • Reference service records, policies, and before & after photos

  • Correct misleading statements to protect the business’s reputation

This may include responding to reviews where a client has declined rectification or failed to raise concerns within the required timeframe.

Conduct & Communication Standards

CG Mobile Detailing does not tolerate:

  • Abusive, threatening, harassing, or defamatory language

  • Repeated or unreasonable demands

  • Attempts to coerce refunds through negative reviews or public commentary

Where such behaviour occurs, CG Mobile Detailing reserves the right to:

  • Cease communication

  • Decline further services

  • Block or restrict online interaction

  • Report conduct to platform moderators where applicable

No Gag on Genuine Feedback

Nothing in this policy is intended to prevent honest, fair, or lawful feedback.

This policy exists to ensure feedback is accurate, reasonable, and handled through proper channels first.

Acceptance of Policy

By booking a service with CG Mobile Detailing, you confirm that you have read, understood, and agreed to this Refund, Rectification, Reviews & Client Conduct Policy.