Refund Policy

1. Introduction

Ceramic Shine Auto Detailing is committed to providing high-quality services and ensuring our customers are satisfied. This Refund Policy outlines your rights and our obligations in accordance with the Australian Consumer Law (ACL).

2. Consumer Guarantees

Under the Australian Consumer Law, our services come with automatic guarantees that cannot be excluded. If there is a major failure with our service, you are entitled to:

• Cancel the service and receive a refund for the unused portion; or
• Receive compensation for the reduction in value of the service below the price paid.

If the failure is not major, we will remedy the failure within a reasonable time by re-performing the affected service at no additional cost.

3. Refund Eligibility

You may be eligible for a refund where:

• The service was not performed with due care and skill.
• The service was not fit for the purpose you made known to us.
• The service did not match any description or sample we provided.
• We failed to complete the service without reasonable justification.
• You cancelled more than 24 hours before the scheduled appointment.

4. Non-Refundable Circumstances

Refunds will not be provided where:

• You changed your mind after the service was completed to the agreed standard.
• You cancelled less than 24 hours before the appointment (a 50% cancellation fee may apply).
• The vehicle had pre-existing damage that we were not informed about and could not reasonably have detected.
• You were not present or did not provide access at the agreed time and location.
• The service could not be completed due to factors beyond our control (e.g., severe weather) — in this case, we will reschedule at no cost.

5. Cancellation Refunds

If you cancel your booking more than 24 hours before the scheduled service, you will receive a full refund. Cancellations made within 24 hours of the appointment may incur a 50% cancellation fee, with the balance refunded to your original payment method.

If we cancel a booking for any reason, you will receive a full refund or the option to reschedule at no additional cost.

6. How to Request a Refund

To request a refund, please contact us using the details in the Business Details section below. Please include:

• Your name and booking reference or date.
• The reason for your refund request.
• Any supporting information (e.g., photos if the service was not completed as agreed).

We will assess your request and respond within 5 business days.

7. Processing Time

Approved refunds will be processed back to your original payment method within 5–10 business days. The exact timing depends on your financial institution.

8. Complaints

If you are not satisfied with how we have handled your refund request, you may lodge a complaint with the relevant Australian consumer protection authority, such as Consumer Protection WA or the Australian Competition and Consumer Commission (ACCC).