Cancellation Policy
# PRISTINE AUTO CARE
## CANCELLATION & RESCHEDULING POLICY
Effective Date: 2 August 2026
### 1. PURPOSE
This Cancellation & Rescheduling Policy ("Policy") sets out the terms applying to cancellations, rescheduling, deposits, no-shows, late arrivals and refunds for detailing and related automotive services provided by Pristine Auto Care ("Pristine", "we", "us" or "our").
This Policy operates together with our Terms and Conditions and any applicable booking confirmation, quotation or invoice.
Nothing in this Policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law (ACL) or other applicable legislation.
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# 2. BOOKINGS AND DEPOSIT
### 2.1 Booking Deposit
A $50 deposit is required to secure a standard booking unless otherwise stated at the time of booking.
The deposit is applied toward the total price of the booked Service.
A booking is not confirmed until the required $50 deposit has been received and the appointment has been confirmed by Pristine.
### 2.2 Mobile Bookings
Pristine provides both mobile detailing services and services from its nominated detailing location, subject to availability and the particular service booked.
For mobile bookings, the Customer must ensure:
* the vehicle is accessible at the agreed location and time;
* there is suitable space to safely perform the Service;
* reasonable access to the vehicle is available;
* and any required access to water, electricity or other facilities has been discussed where applicable.
Where the mobile Service can reasonably be performed without access to Customer-supplied utilities, Pristine may use its own equipment and supplies where available.
Additional travel, access or service charges will only apply where they have been communicated to the Customer before the Booking or where additional work has been requested or reasonably required.
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# 3. CANCELLING OR RESCHEDULING BY THE CUSTOMER
### 3.1 More Than 48 Hours' Notice
Customers may cancel or reschedule a Booking without a cancellation fee where at least 48 hours' notice is provided.
The $50 deposit will ordinarily be:
* refunded in full; or
* transferred to a future Booking at the Customer's request.
### 3.2 Less Than 48 Hours' Notice
Where a Customer cancels or reschedules with less than 48 hours' notice, Pristine may retain the $50 deposit to compensate for reasonable costs and losses associated with the cancelled appointment.
The deposit will not be retained where doing so would be inconsistent with a non-excludable legal right.
### 3.3 No-Show
Where a Customer fails to attend a confirmed Booking or fails to make the vehicle available at the agreed time without reasonable notice, the Booking may be treated as a no-show.
The $50 deposit may be retained.
### 3.4 Repeated Cancellations
Where a Customer repeatedly cancels or reschedules with less than 48 hours' notice, repeatedly fails to attend, or otherwise causes unreasonable disruption to scheduled appointments, Pristine may require:
* a new $50 deposit;
* full prepayment;
* or another reasonable payment arrangement
before accepting future bookings.
Pristine may also decline future bookings where reasonably necessary.
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# 4. ADDITIONAL CANCELLATION COSTS
The standard $50 deposit is intended to cover the ordinary costs associated with securing and preparing for a Booking.
In exceptional circumstances, additional reasonable costs may arise.
Where reasonably incurred, Pristine may seek to recover costs beyond the $50 deposit where permitted by law, including:
* non-refundable specialist products purchased specifically for the Booking;
* coatings or other products prepared specifically for the vehicle;
* third-party services that cannot reasonably be cancelled or refunded;
* reasonable travel or mobilisation costs already incurred for a mobile Booking;
* or other direct and reasonably foreseeable costs caused by the cancellation.
Any additional amount will be reasonable having regard to the actual circumstances and will not be imposed as a penalty.
Where reasonably practicable, Pristine will advise the Customer of significant additional costs before they are incurred.
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# 5. LATE ARRIVALS
Customers should contact Pristine as soon as reasonably possible if they expect to be late.
Where a Customer arrives more than 30 minutes late without prior notice, Pristine may, depending on the circumstances and availability:
* continue the Service with a reduced scope;
* reschedule the Booking;
* treat the Booking as a cancellation or no-show; or
* decline to commence the Service where continuing would materially affect other bookings.
Where the Booking is treated as a cancellation or no-show, the $50 deposit may be retained.
A late arrival that reduces the available service time does not automatically entitle the Customer to a price reduction where the agreed appointment time has been allocated specifically to that Customer.
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# 6. CANCELLATION OR RESCHEDULING BY PRISTINE
Pristine may cancel, postpone or reschedule a Booking where reasonably necessary, including because of:
* staff illness or unavailability;
* equipment failure;
* severe weather;
* unsafe conditions;
* health or safety concerns;
* unsuitable vehicle condition;
* hazardous materials;
* water or power availability;
* supplier delays;
* operational issues;
* or circumstances outside our reasonable control.
Where reasonably practicable, Pristine will provide as much notice as possible.
If Pristine cancels a Booking before the Service has commenced, the Customer may ordinarily choose:
1. an alternative appointment; or
2. a full refund of the $50 deposit.
If the Customer has made any other prepayment for services that have not been provided, the unused amount will be dealt with in accordance with applicable law.
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# 7. VEHICLE CONDITION AND BOOKING ACCURACY
Prices and appointment times may be based on information supplied by the Customer when making the Booking.
If the vehicle arrives or is presented for a mobile Booking in a condition that materially differs from the information provided, Pristine may recommend:
* an alternative service;
* additional services;
* additional charges;
* additional time;
* or rescheduling.
Examples include excessive:
* mud;
* sand;
* pet hair;
* rubbish;
* staining;
* mould;
* contamination;
* odour;
* or other conditions requiring substantially more work than the booked Service.
Where the Customer does not approve a materially revised scope or price, Pristine may decline to proceed with the additional work.
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# 8. EXTENUATING CIRCUMSTANCES
Pristine recognises that genuine emergencies can occur.
We may reduce, waive or transfer a deposit where circumstances reasonably justify doing so, including:
* serious illness;
* emergency;
* bereavement;
* unexpected vehicle breakdown;
* accident;
* or another significant circumstance outside the Customer's reasonable control.
Each situation will be considered individually.
Reasonable supporting evidence may be requested where appropriate.
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# 9. REFUNDS
Where a refund is approved, the $50 deposit or other applicable amount will ordinarily be refunded to the original payment method where reasonably practicable.
Refunds will generally be processed within 14 business days.
The time taken for funds to appear in the Customer's account may depend on the relevant bank, card provider or payment processor.
Where appropriate, the Customer may request that a refundable deposit instead be transferred to a future Booking.
A credit will not be used to replace a refund or other remedy where the Customer is legally entitled to receive that remedy.
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# 10. CONSUMER RIGHTS
Nothing in this Policy excludes, restricts or modifies any rights or remedies available to consumers under the Australian Consumer Law or other applicable legislation.
In particular, this Policy does not limit rights relating to services that:
* are not provided with reasonable care and skill;
* are not fit for a purpose communicated to the supplier;
* are substantially different from what was described;
* or otherwise fail to meet an applicable consumer guarantee.
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# 11. DISPUTES
Customers who wish to dispute a cancellation fee, deposit retention or refund decision should contact Pristine in writing as soon as reasonably practicable.
The Customer should provide:
* their name;
* Booking details;
* the date of the Booking;
* the reason for the dispute;
* relevant supporting information; and
* the resolution requested.
Pristine will review genuine disputes and make reasonable efforts to resolve them fairly and promptly.
If a matter cannot be resolved directly, either party may seek assistance from an appropriate consumer protection authority, tribunal or court with jurisdiction.
For South Australia, this may include Consumer and Business Services (CBS).
Nothing in this Policy prevents either party from exercising any legal right or remedy available under Australian law.
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# 12. FORCE MAJEURE
Pristine will not be responsible for delays, cancellations or rescheduling caused by circumstances reasonably outside our control, including:
* extreme weather;
* storms;
* flooding;
* natural disasters;
* fire;
* power or water outages;
* equipment failure;
* supplier delays;
* road closures;
* government restrictions;
* emergencies;
* serious illness;
* or other unforeseen circumstances.
Where reasonably practicable, Pristine will provide reasonable notice and endeavour to offer an alternative appointment.
Where Pristine cannot provide a prepaid Service, any applicable refund will be handled in accordance with this Policy and applicable law.
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# 13. REPEATED CANCELLATIONS
Pristine reserves the right to decline future bookings where a Customer repeatedly:
* cancels with less than 48 hours' notice;
* fails to attend;
* repeatedly reschedules;
* provides materially inaccurate booking information; or
* otherwise causes unreasonable disruption to scheduled appointments.
Where appropriate, future bookings may require full prepayment.
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# 14. AMENDMENTS
Pristine may update this Policy from time to time.
The version applicable to a Booking will generally be the version in effect when the Booking is made, unless otherwise agreed or required by law.
Updated versions will be published on the Pristine website and will apply to future Bookings from the stated effective date.
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# 15. SEVERABILITY
If any provision of this Policy is found to be invalid, unlawful or unenforceable, that provision will be read down or severed to the extent necessary.
The remaining provisions will continue to operate to the extent permitted by law.
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# 16. GOVERNING LAW
This Policy is governed by the laws of South Australia and applicable Commonwealth laws of Australia.
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# 17. CONTACT
Pristine Auto Care
Phone: 0408 850 207
Email: [sales@pristineautocaredetailing.com](mailto:sales@pristineautocaredetailing.com)
Website: pristineautocaredetailing.com
Effective Date: 2 August 2026