Customer Terms of Service

1. Who we are

These terms are entered into with Valetly Ltd (“Valetly”, “we”, “us”), a private company limited by shares registered in England and Wales under company number 17255496, with its registered office in London, United Kingdom. Valetly operates a service marketplace platform that connects customers across Greater London and the M25 commuter belt with independent, vetted mobile valeters (“valets”), similar to how a rideshare app connects drivers with riders. Valetly handles booking, payment, vetting verification, customer support and quality oversight.

1a. Our role as intermediary

The valet assigned to your booking is an independent contractor, not an employee or agent of Valetly. The physical cleaning service is performed by the independent valet who accepts the job through the platform. The valet is responsible for performing the cleaning service with reasonable care and skill, including their choice of cleaning method, equipment, products and compliance with local council regulations in the area where the job is carried out. Valetly’s responsibility is limited to operating the platform, processing payment, verifying valet credentials, coordinating support and providing the satisfaction guarantee set out below.

2. Booking and fixed prices

All prices displayed on the platform are fixed and all-inclusive for the selected package, vehicle size and area. The amount shown at checkout is the amount you will pay, save for any optional add-ons or tips you select.

3. Payment, authorisation and capture

When you book, we authorise (place a hold on) your payment method via Stripe. We only capture the funds when the service is completed. If a service cannot be performed, the authorisation is released or refunded.

4. Cancellation and refunds

• More than 1 hour before your slot: free cancellation, full refund.
• Less than 1 hour before your slot: 10% cancellation fee.
• No-show: 100% cancellation fee.

These mirror the policy stored in our app settings and apply to all at-home bookings.

5. Satisfaction guarantee

If you are not satisfied with the work, contact us within 48 hours and we will arrange a free re-clean of the affected areas. This does not affect your statutory rights.

6. Location authorisation and cleaning method

For at-home bookings, you confirm that the location you provide is permitted for vehicle cleaning, that you have the right to authorise access, and that the location is reasonably suitable, with safe access and enough space to work around the vehicle. Your vehicle is cleaned where it is parked; it is not collected, moved or driven by Valetly or the valet.

The valet chooses the cleaning method appropriate for the local area and parking context, typically a private driveway or allocated bay, and is individually responsible for compliance with local council regulations, environmental rules, site rules and bylaws.

7. Customer responsibilities

• Provide accurate vehicle details, address, parking and access information.
• Ensure the vehicle is legally parked and safe to access at the booked time.
• Remove valuables and personal items before the service starts.
• Tell us in advance about pre-existing damage, fragile finishes, alarms, immobilisers or restrictions at the location.

8. Photos

Our valets take before and after photos on every job, for quality, dispute resolution and your records. We may use anonymised excerpts for marketing only with your separate consent.

9. Liability

The independent valet is responsible for carrying out the cleaning service with reasonable care and skill and for damage caused by their negligence while cleaning your vehicle. Valetly is responsible for operating the platform with reasonable care and skill. To the maximum extent permitted by law, Valetly is not the provider of the physical cleaning service and is not liable for the acts or omissions of the independent valet. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any consumer rights that cannot be excluded by law.

10. Governing law

These terms are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the English courts.

Contact and company details

For any question about this document or your rights, contact us at info@valetly.uk.

• Legal entity: Valetly Ltd
• Company number: 17255496 (England and Wales)
• Incorporated: 2 June 2026
• Director: Nicolas Diez
• Registered office: London, United Kingdom
• Website: https://valetly.uk