TERMS & CONDITIONS
Full Terms
The following Terms and Conditions outline work that is included and excluded in the scope of service. By purchasing any package from Reflective Detailing Solutions (RDS) you are in agreement that you have read and understand the below:
Important Points
1) Any existing damage on the vehicle is not the responsibility of RDS. There will be a video inspection conducted most of the time and shared before the vehicle is touched by RDS. You will be notified of any findings after the vehicle has been safe-washed.
2) Unless specifically outlined, discussed and included in writing, RDS is not required to conduct any further work than what is included in the 'Full Process' section of each package listed on this website. It is your responsibility to read this section as well as the Terms / Important information section on each package or the package you choose.
3) RDS is not responsible for your vehicle becoming dirty due to rain or weather once it leaves the premises / or we complete the work. We are entirely responsible for the vehicle when it is delivered, being detailed, and having the final inspection being conducted.
4) Prices that are listed as "Starting at" will be priced according to vehicle sizing and dimensions, pre-existing damage, or condition presented: This includes but is not limited to: Mud, dirt, sand, tyre rubber, animal droppings, or other contamination inside & outside the vehicle.
5) You consent to the use of the images taken before and after your detail as evidence of the work completed. The photos and or video that will be taken are the official record of your detail being completed, as well as prior to the detail being conducted (inspection).
6) There is a 48 hour period where you may notify RDS of dissatisfaction with the service you have received. RDS will be happy to review your request and if an issue is found with the work, rectify at no cost to the customer. Any complains or disputes outside of this period will not be considered given the vehicle has been subject to the elements for an unknown period of time. We're in the business of keeping cars clean, but cars don't stay clean if they're being driven outside.
7) You will be notified of all of these terms, as well as expectations that a certain level of paint perfection will be achieved during your detail. EG: 'light to medium defects removed'. This will still mean that your vehicle will have heavy defects in certain areas, and this is unavoidable unless your goal is to chase perfection. You acknowledge that you cannot expect 99% perfection unless purchasing a Multi Stage Correction.
8) You understand that as the customer you have every opportunity to request assistance once the 48 hour window has passed, however this will be billable time.
9) Please note: The acknowledgement that you have read and understood these Terms and Conditions is in the same section as the banking details on the invoice. You are responsible for reading the invoice and acknowledging these terms.
Deposits / Balance / Payments
By paying your deposit / invoice / balance you are accepting the condition of the vehicle as-is without any further dispute, all transactions are non-refundable as RDS will immediately pay for resources and labor once funds are received. We cannot guarantee variables when driving it home or it sitting in a driveway, things such as dust, getting it wet, stepping into the vehicle, heading to a car wash will result in the vehicle not being in the same condition as the specific minute of hand-over. Whilst unfortunate this is completely normal and happens to every customer. This is why we request a vehicle inspection is conducted before you leave, and a timestamp of when the vehicle has left the premises is recorded on your invoice. We aim to give you as the customer every fair opportunity to raise any concerns you may have over the work completed (48 hour window) so that you leave the premises entirely happy with your job:
1) There are three payment opportunities: Direct Debit via Credit Card, Cash or Bank Transfer.
2) By paying via any electronic method, you are in acknowledgement of these terms and conditions. These terms exist for a reason and are just as important as the bank details which is why you’ll find both in the same section of your Invoice.
3) Outstanding balances are due on the day once the final inspection is completed. This is also another confirmation that the work has been completed to your satisfaction. In the end, a customer who isn’t satisfied won’t pay their balance.
4) Deposits are required to order goods, however we also use it as the opportunity to hold booking dates as well. Please ensure deposits are paid to confirm your booking otherwise the date will be given to another customer.
5) Transactions are not refundable as services are always complete, goods are always ordered, and work is always approved before we leave the premises. Your confirmation of satisfaction and reading of these terms ensures that any problems arising outside the 48 hour window are not the responsibility of Reflective Detailing Solutions. However, as the customer you are entitled under the Australian Consumer Law to customer protections that mean that should you feel that the coating isn’t working or doing it’s job, you’re entitled to have it fixed, and Reflective Detailing Solutions has the right to attempt to fix the issue as well.
Vehicle Inspection
You agree to the condition that your vehicle has been presented, you have inspected the following and accept the condition of the:
1) Exterior panels of the vehicle (presents no grit or 'leftover' dirt)
2) Door trim and edges (are clean)
3) Boot (vacuumed and clean)
4) Wheels (no leftover dirt or brake dust)
5) Glass (clean and residue free)
6) Paint (Inspected, any remaining imperfections have been pointed out to me and I understand they are not able to be fixed).
7) Coating (No residue (important!!), you understand you are not supposed to wash the vehicle for at least 7 days).
8) Interior is clean and free from debris, under the seats and trim has been checked.
9) The vehicle has been returned to you without damage and in a working condition.
10) The vehicle presents well and you are satisfied with the service and quality of your detail.
Once your vehicle has left the RDS premises, you understand that any issues that you may have with the service should be brought up at the time of collection. Whilst your matter will be heard by RDS should you find anything else, RDS is under no obligation to rectify work unless stated otherwise by RDS.
Goodwill remedy: Should RDS deem that an area of the vehicle has been missed or the coatings have not properly bonded to the surface of the vehicle (this can happen, we are human, and coatings are also temperamental), then RDS will openly state this in writing with a request to return so that the area can be rectified at no charge to the customer. Unfortunately we cannot rectify work that has been disputed outside of the 48 hour period as there are three separate opportunities for you to notify: Upon pickup as per the checklist, the first 24 hours after pickup, and the second 24 hour period. RDS also allows support requests for the following 30 days post-detail, we understand that sometimes you might just not get to look at the car again for a while and that's okay, submit your enquiry and we will be happy to assist you should you have any troubles getting your vehicle clean again. Outside of this period we'd be happy to arrange a support program or point you in the right direction if you need help again.
Cancellation Policy
1) RDS has a three strikes system for cancellation and / or rescheduling policy. You as the customer agree that if you need to re-schedule your job, you will give at least 10 business days (Monday-Friday) notice before the booking date of your job to reschedule. Cancelling within ANY PERIOD period will result in forfeit of your deposit, regardless of notice period. Deposits are spent to order product and ensure that we are ready to assist you as the customer.
2) Rescheduling within 24 hours will result in a $200 penalty, this is not negotiable.
3) After three re-schedules within the appropriate notice period, you will incur a $200 penalty.
4) Cancellations of all jobs before your booking date will result in forfeiture of any money transferred or paid in advance.
5) You agree that RDS will give you appropriate notice of at least 10 business days (Monday to Friday) to re-schedule a booking.
6) 'Change of mind' cancellations will also result in the forfeiture of any money paid towards your invoice and / or booking.
Refund Policy
RDS does not have a refund policy to offer to customers given the extensive checklist involved before you drive away with your vehicle. It is very important to read these terms as we give our customers every opportunity to ask questions or raise queries at the time of pickup, and 48 hours after pickup. If there are any issues at that time, RDS will rectify them immediately so that the vehicle is handed over to you without further concern.
Damages
Given the extensive training, time, preparation and detail that goes into each and every package, it is near impossible for RDS to damage your vehicle. However, in the unlikely event of this happening you will be notified immediately. We are very open and honest with our services, if we make a mistake we'll let you know, and coordinate the best time to rectify any spots that may have been missed.
Claims for trim or plastics damage will be rejected given these areas are safely taped, rims covered in plastic, and front grilles taped to prevent these things from happening, photos will also be taken depicting this attention to detail. Most of the time, when the vehicle is found to be contaminated the following day it is due to the drive home picking up road grime, dirt, mud and even the rain can stick to these parts of the vehicle. Once dry, these 'specs' or 'dots' can present themselves in a similar way to polish residue. This residue will appear to a detailer as water-spotting on the surface of the paintwork as well, but to the customer may appear like leftover polish.
Coatings
Sometimes, in the rare instance where a coating is applied to a trim, plastic or clear-coat, sections can fail to bond with the surface which will lead to discoloration (trim) or lack of water beading (paint). If this happens, please let us know and we'll arrange a re-coat of that section / panel at no cost to yourself. We do sincerely apologise for any inconveniences caused, sadly this does happen. To note: Trim and plastics coatings are not applied by default with every coating package, your invoice must contain a separate line item for 'Trim Coating' in order for your plastics and trims to be coated.
We understand that sometimes your coating might not meet your expectations based on the videos you've seen. Should you have any concerns that show that water isn't beading or performing to your expectations please let us know and we'll assess the performance of the coating. Coatings such as Miyabi and ISM perform completely differently as do Zipang and Enrei. Water sticking to the surface, water spotting, and not performing like the videos is more often than not, normal. If you wish to upgrade from the basic coating such as Miyabi to a higher performing coating (in terms of water beading and gloss) such as ISM, you are more than welcome to do so. The videos on the website are to be used as a guide for your decision. RDS will always start the customer on the basic coating (Miyabi) so that budget remains as the first priority until specified otherwise by the customer. You acknowledge at this point in time, that sometimes coatings don't perform like the videos and pictures you see online. It's the same concept as a McDonald's burger not looking the same as pictured.
There is no warranty on any of the Kamikaze Collection Coatings, given Kamikaze Collection prides itself on aesthetics, durability is a variable factor that whilst outlined can be 'up to' a certain time, cannot be guaranteed. You as the customer understand that coatings do not always keep the vehicle clean or protect it from damage / the elements. Water spots, dust, and even leaning on your vehicle will damage the sacrificial layer just as it would do the same to your clear coat. Please keep in mind, coatings are semi-permanent, and they are designed to take the 'brunt of the force' in order to maximize the longevity of your clear coat. They can still water spot, they will still scratch, and they can show marks if you wash with improper techniques.
You understand that coatings are not bullet-proof, and only by washing your vehicle with appropriate technique will the coating stay in the best condition possible. Please do not take your car to manual car washes with plastic brushes, this will damage and render the coating useless.
Maintenance Customers
1) Payment terms are monthly in advance of the date of service. Unless specifically stated otherwise, the customer has the opportunity to pay in advance, if they choose to do so, they understand that it is not-refundable.
2) Maintenance packages ARE TRANSFERABLE in the instance where a vehicle is written off or sold.
3) Pre-payments do not entitle you to extra services other than what has been paid
4) This is a contracted period of time, and the customer understand that cancellations may only happen after the 12 month period has lapsed.