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 platform that connects customers in London with independent, vetted car valeters and licensed wash facilities. We act as an intermediary; the car wash service is performed by the assigned wash under our quality charter.

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 24 hours before your slot: free cancellation, full refund.
• Less than 24 hours before your slot: 50% cancellation fee.
• Less than 2 hours before, or no-show: 100% cancellation fee.

These mirror the policy stored in our app settings and apply equally to At-Home and Collect & Clean 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 (At-Home)

For At-Home car wash, 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 (safe access, sufficient space). We use a waterless / low-water method to comply with UK water-runoff rules (GPP 13).

7. Drive authorisation (Collect & Clean)

For Collect & Clean bookings, you expressly authorise the assigned wash to drive your vehicle between your pickup address and our licensed partner wash facility, and back. You confirm that the vehicle is roadworthy, taxed, MOT'd and legally permitted for road use, and that you are entitled to authorise this use.

8. Photos

Our car wash pros 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

To the maximum extent permitted by law, our aggregate liability for any single booking is limited to the amount paid for that booking. Nothing in these terms excludes liability for death, personal injury caused by negligence, or fraud.

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 contact@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