The Washouse Booking Terms, Cancellation & Privacy Policy

8. Late Arrivals

Please arrive at or before your scheduled appointment time.

We recommend arriving approximately 5 minutes early.

If you arrive late, The Washouse will decide, at its discretion, whether the service can still be completed without materially affecting other bookings or operations.

Depending on the delay, we may:

• proceed with the service;
• revise the estimated completion time;
• adjust the service where appropriate; or
• require the booking to be rescheduled.

Any decision will be based on the operational circumstances at the time.

Nothing in this section limits any rights you may have under the Australian Consumer Law.

9. If The Washouse Needs to Change or Cancel Your Booking

Occasionally, The Washouse may need to change or cancel an appointment due to circumstances such as:

• severe weather;
• equipment failure;
• staffing issues;
• power or water interruption;
• safety concerns;
• site closure; or
• other operational circumstances.

If The Washouse cancels your booking before the service is provided, you may choose either:

• a new appointment time; or
• a full refund of the amount paid.

Where possible, we will contact you as soon as reasonably practicable.

10. Vehicle Access

You must provide reasonable access to the vehicle for the service booked.

This may include providing:

• vehicle keys;
• access to the interior;
• access to the boot or storage areas where relevant; and
• any information reasonably required to safely operate or move the vehicle.

Please notify us of any unusual operating procedures, faults or safety concerns before handing the vehicle over.

11. Personal Belongings

Please remove valuables, cash and important personal belongings from the vehicle before your service.

While our team will take reasonable care when working in and around your vehicle, The Washouse is not responsible for the loss of unsecured personal items except where that loss results from our failure to exercise reasonable care and skill or where liability cannot lawfully be excluded.

Please clearly identify any items or areas you do not want moved, handled or cleaned before the service begins.

12. Pre-Existing Damage & Vehicle Condition

Vehicles may contain pre-existing:

• scratches;
• dents;
• stone chips;
• paint defects;
• trim damage;
• loose fittings;
• worn seals;
• damaged plastics;
• wheel damage;
• interior wear; or
• other defects.

Some defects may become more noticeable once dirt, staining or contamination is removed.

Where practical, please notify us of known damage or areas of concern before the service begins.

The Washouse will exercise reasonable care and skill when carrying out all services.

Nothing in these terms excludes liability where liability cannot lawfully be excluded.

13. Stains, Marks, Odours & Permanent Damage

Some stains, scratches, marks, odours, paint defects and other damage cannot be fully removed through cleaning or detailing.

The outcome of a service may depend on factors including:

• the age of the stain or damage;
• the material affected;
• deterioration;
• previous treatments;
• permanent staining; and
• the underlying condition of the surface.

Unless specifically agreed otherwise, The Washouse does not guarantee complete removal of every stain, scratch, mark, odour or defect.

We will use reasonable care and skill to provide the service purchased.

14. Child Seats & Personal Equipment

For safety and liability reasons, our team may not remove, install or reinstall certain customer equipment such as child restraints unless specifically agreed.

Where cleaning underneath a child seat or similar equipment is required, please remove the item before the service where possible.

If equipment remains in the vehicle, some areas underneath or around it may not be accessible for cleaning.

15. Hazardous or Unsafe Conditions

The Washouse reserves the right to refuse, suspend or stop a service where we reasonably believe that the vehicle presents a health, safety or operational risk.

This may include:

• hazardous materials;
• biological contamination;
• needles or sharps;
• unsafe objects;
• dangerous chemicals;
• excessive waste; or
• other conditions that may put staff or customers at risk.

Where an issue is identified before work begins, we will discuss the available options with you.

Specialist or hazardous cleaning may require a separate quote or may not be offered by The Washouse.

16. Estimated Completion Times

Any quoted completion or collection time is an estimate.

We aim to complete services within the expected timeframe, but delays may occasionally occur because of:

• earlier vehicles requiring additional work;
• customer-approved service variations;
• weather;
• equipment issues;
• staffing;
• vehicle condition; or
• other operational circumstances.

Where there is a material delay, we will make reasonable efforts to notify you.

17. Vehicle Collection & After-Hours Collection

Vehicles should be collected promptly after you are notified that they are ready and during The Washouse’s operating hours.

The Washouse does not provide overnight or after-hours vehicle storage or supervision as part of the booked service.

If you are unable to collect your vehicle before closing, any alternative collection arrangement must be agreed with The Washouse in advance.

To the extent permitted by law, The Washouse is not responsible for loss or damage arising solely because a vehicle has been left uncollected after the agreed collection time or after the business has closed, except where the loss or damage results from our negligence or where liability cannot legally be excluded.

18. Service Concerns & Damage Reporting

Please inspect your vehicle when collecting it.

Any concern relating to the completed service or any suspected damage should be reported to The Washouse within 24 hours of collection.

Where reasonably possible, please provide:

• a description of the concern;
• photographs or video; and
• any other information that may assist us in reviewing the matter.

Prompt reporting allows us to inspect and investigate the issue while the circumstances are still reasonably clear.

Where possible, concerns should be raised before leaving the site so that our team can inspect the vehicle immediately.

The 24-hour reporting requirement is intended to assist with investigation and does not exclude or limit any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

19. Customer Information We Collect

To manage bookings and provide our services, The Washouse may collect personal information including:

• your name;
• email address;
• mobile number;
• vehicle registration;
• vehicle category;
• booking history;
• service history;
• customer notes and preferences;
• marketing consent; and
• payment-related information where required.

We generally collect this information directly from you when you:

• make a booking;
• contact us;
• attend the business;
• make a payment;
• provide notes or requests; or
• communicate with us about a service.

20. How We Use Your Information

We may use your personal information to:

• create and manage bookings;
• provide car wash and detailing services;
• identify your vehicle and maintain vehicle service history;
• process payments and refunds;
• send booking confirmations and reminders;
• notify you about changes to your booking;
• contact you when your vehicle is ready;
• respond to enquiries or complaints;
• maintain customer records;
• improve our services and customer experience;
• comply with legal, tax or regulatory obligations; and
• send marketing communications where you have provided consent.

Operational messages relating to an existing booking are separate from marketing communications.

21. Marketing Communications & Consent

The Washouse may offer you the option to receive marketing communications by email and SMS.

Marketing consent is optional and is not required to make a booking or receive a service.

Where you opt in, we may send communications including:

• offers;
• promotions;
• service reminders;
• loyalty communications;
• customer reactivation messages; and
• other relevant updates from The Washouse.

We recommend that the booking form uses a separate optional marketing checkbox such as:

“Keep me updated with offers, service reminders and news from The Washouse by SMS and email. I can unsubscribe at any time.”

The marketing checkbox should not be pre-selected.

You may withdraw your consent or unsubscribe from marketing communications at any time using the unsubscribe method provided in the message or by contacting us.

We will action unsubscribe requests in accordance with applicable Australian spam laws.

Australian spam laws require businesses sending marketing email or SMS to have consent, identify the sender and provide a simple unsubscribe mechanism. Express consent through an online checkbox is recognised as a best-practice way of obtaining consent.

22. Sharing Information With Service Providers

The Washouse may use third-party providers to help operate the business and provide customer services.

These providers may include:

• booking software providers;
• payment processors;
• SMS and email providers;
• website and hosting providers;
• CRM or marketing platforms;
• automation providers; and
• professional advisers where reasonably required.

We may provide these providers with the information reasonably necessary for them to perform their services.

We do not sell customer personal information to advertisers.

23. Booking & Payment Platforms

The Washouse may use third-party platforms to manage:

• online and in-store bookings;
• payments;
• refunds;
• booking confirmations;
• SMS communications;
• email communications; and
• customer records.

These providers may process information under their own privacy policies and security arrangements.

Where a third-party service provider handles personal information on our behalf, we aim to use reputable providers and only share information reasonably necessary for the relevant service.

24. Storage, Security & Retention of Customer Information

We take reasonable steps to protect customer information from:

• misuse;
• interference;
• loss;
• unauthorised access;
• modification; or
• disclosure.

Customer information may be stored in systems operated by The Washouse or by third-party service providers used by the business.

We retain information for as long as reasonably necessary for:

• customer service;
• booking and service history;
• record keeping;
• dispute resolution;
• legal or tax requirements; and
• legitimate business purposes.

Information that is no longer reasonably required may be deleted or de-identified where appropriate.

25. Accessing or Correcting Your Information

You may contact The Washouse if you would like to:

• access personal information we hold about you;
• correct inaccurate information;
• update your contact details;
• update your vehicle details; or
• withdraw your marketing consent.

We may need to verify your identity before providing or changing personal information.

Requests can be sent to:

connect@thewashouse.com.au

or by calling:

+61 473 500 503

26. Privacy Concerns

If you believe your personal information has been handled incorrectly, please contact us first so we can review the issue.

Please provide enough information for us to understand and investigate your concern.

Contact:

Email: connect@thewashouse.com.au
Phone: +61 473 500 503

We will make reasonable efforts to review and respond to your concern.

A privacy policy should explain in clear language what personal information is collected, how it is used and disclosed, how customers can access or correct it, and how privacy concerns can be raised.

27. Overseas Processing

Some technology or service providers used by The Washouse may store or process customer information outside Australia.

Where this occurs, the location and handling of the information may depend on the relevant service provider.

Customers should refer to the privacy policies of relevant booking, payment or communication providers for further information about their data-storage arrangements.

28. Australian Consumer Law

Nothing in these Booking Terms, Cancellation & Privacy Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

The Washouse will provide services with due care and skill and will honour any consumer rights and remedies that apply under Australian law.

Where a service does not meet an applicable consumer guarantee, the remedy available will depend on the circumstances and nature of the issue.

These statutory rights operate in addition to the commercial policies set out above.

29. Changes to These Terms

The Washouse may update these Booking Terms, Cancellation & Privacy Policy from time to time.

The terms that generally apply to your booking will be those available when your booking is placed, subject to any rights or obligations imposed by law.

The effective date at the top of this page will be updated when material changes are made.

30. Contact The Washouse

If you have questions about:

• your booking;
• payment;
• cancellation;
• refund;
• vehicle;
• completed service;
• privacy; or
• marketing preferences,

please contact:

The Washouse
ABN: 47 623 879 078
1 Resolution Plc
Rouse Hill NSW 2155
Australia

Phone: +61 473 500 503
Email: connect@thewashouse.com.au
Website: thewashouse.com.au

31. Acceptance of These Terms

By completing a booking with The Washouse, you confirm that:

• the information you have provided is accurate to the best of your knowledge;
• you have selected the appropriate vehicle category and service;
• you understand that additional work or a service variation may be recommended after inspection;
• any additional chargeable work will be discussed with you before proceeding;
• you understand the Cancellation & Rescheduling Policy;
• you understand how The Washouse handles booking and customer information; and
• you agree to these Booking Terms, Cancellation & Privacy Policy.

Your acceptance of these terms is separate from any optional consent you may give to receive marketing communications.

Nothing in these terms limits any rights that cannot legally be excluded under Australian law.