Good service.
Fair resolutions.

1. Our commitment to service

Deano’s Auto Wash aims to provide professional mobile valeting and wheelie bin cleaning services with care, attention to detail, and clear communication. We aim to arrive on time where possible, carry out the agreed service to a good standard, and treat every customer, vehicle, property, and bin cleaning booking respectfully.

2. Mobile car wash and valeting terms

For mobile car wash and valeting bookings, customers can expect a polite, professional service with reasonable care taken around the vehicle and surrounding area.

• The vehicle must be accessible, safely parked, and legally positioned before we arrive.
• Customers should remove valuables, important documents, and personal belongings before the service begins.
• Customers should tell us about any known damage, loose trims, leaks, electrical issues, warning lights, or other concerns before work starts.
• Some vehicles may need extra time or additional charges due to heavy soiling, pet hair, staining, odours, mould, or difficult access.
• Full restoration, complete stain removal, or removal of long-standing odours cannot always be guaranteed.
• We are not responsible for pre-existing damage, wear, fading, scratches, weak trims, faulty components, or items left inside the vehicle.

3. General service expectations

For all services, customers can expect clear communication about pricing, booking times, and service scope. We will give notice where possible if delays, weather, access issues, collection delays, or unsafe conditions affect the booking.

Where a vehicle, bin, or service area needs more time or additional work than expected, we aim to explain this clearly before carrying out any additional chargeable work.

4. If you are unhappy with the service

If you are unhappy with any part of the service, please contact us as soon as possible and ideally within 24 hours of the appointment. This gives us the best opportunity to review the issue fairly while details are still fresh.

For car wash or valeting concerns, please include your name, booking date, vehicle registration, and a clear description of the concern.

5. How complaints are handled

When a complaint is received, we aim to:

• Acknowledge the issue as soon as reasonably possible
• Review the details of the booking and the concern raised
• Ask for photographs or further information if needed
• Respond fairly and professionally
• Offer a reasonable solution where appropriate

6. Possible outcomes

Depending on the situation, a reasonable outcome may include:

• Clarifying what service was agreed
• Discussing the condition of the vehicle before the valet
• Offering a return visit where appropriate
• Offering a partial goodwill gesture where justified
• Explaining why the complaint cannot be upheld

Each complaint is considered on its own facts and circumstances.

7. What is not normally covered

Complaints may not be upheld where the issue relates to:

• Pre-existing damage, wear, fading, scratches, or defects
• Damage caused by weak, faulty, or deteriorated trims or components
• Results that were not realistically achievable due to vehicle condition
• Concerns raised long after the service without reasonable explanation
• Issues outside the agreed scope of the booking

8. Bin cleaning standards and access

Our bin cleaning service is designed for domestic wheelie bins that have been emptied and are ready to be cleaned after collection. We aim to wash, sanitise, and deodorise bins to improve freshness and hygiene.

• Bins must be empty, accessible, and clearly available for cleaning at the agreed time.
• Bins should be placed somewhere safe for us to work, without blocking roads, pavements, driveways, or neighbouring property.
• Bins not emptied by the council or waste collector may need to be refused or rescheduled.

9. Bin cleaning limitations and complaints

• We cannot clean bins that still contain household waste, food waste, sharp items, hot ashes, chemicals, paint, oil, hazardous materials, or unsafe contents.
• Heavily contaminated bins, damaged bins, or extra bins not included in the booking may need to be quoted separately.
• We are not responsible for pre-existing bin damage, cracked wheels, faulty lids, brittle plastic, council collection damage, or items left in or around bins.
• For bin cleaning concerns, please include your name, booking date, booking reference, bin cleaning option, and a clear description of the issue.
• A bin cleaning complaint may not be upheld where bins were not emptied, not accessible, contained unsafe items, or where the result was not realistically achievable due to bin condition or contamination.

10. Respectful communication

We are committed to treating customers respectfully and expect the same in return. Aggressive, abusive, threatening, or unreasonable behaviour may result in communication being ended and, where necessary, future services being refused.

11. Continuous improvement

Customer feedback helps us improve. We take genuine concerns seriously and use feedback to improve service quality, communication, and booking processes where possible.