Booking & Cancellation Policy
We understand that plans can change. If you need to cancel or reschedule your booking, we kindly ask that you provide at least 24 hours’ notice.
More than 24 hours’ notice: No cancellation fee. We’re happy to reschedule your booking to another available time.
Less than 24 hours’ notice: A $50 cancellation fee may apply.
Same-day cancellations or no-shows: A $75 fee may apply and must be paid before another booking can be made.
Weather: As a mobile detailing service, some bookings may need to be rescheduled due to unsuitable weather conditions. If we need to reschedule your service due to weather, no fee will apply.
Unexpected circumstances: We understand that genuine emergencies happen and will always consider these situations reasonably.
By booking with Define Shine Detailing, you agree to our cancellation and rescheduling policy.
Service & Pricing Policy
At Define Shine Detailing, we aim to provide clear and fair pricing while recognising that every vehicle is different. The condition, size and individual requirements of a vehicle can affect the time and work required to complete a service.
Service Pricing
Prices displayed on our website are starting prices (“from” prices) unless otherwise stated. Pricing may vary depending on the size, type and condition of the vehicle, as well as the level of work required.
Vehicles requiring substantially more time or work due to conditions such as excessive dirt, sand, mud, pet hair, staining, spills or other heavy soiling may incur an additional charge.
Where an additional charge is required, this will be discussed with the customer before the additional work is carried out. No additional chargeable work will be performed without customer approval.
Service Inclusions
Each detailing package includes the services listed within its description at the time of booking. Services not listed as included may be available as optional add-ons at an additional cost.
If, after assessing the vehicle, we believe the selected service is not suitable for its condition or the customer’s desired result, we may recommend a different service or additional treatment. Any changes will be discussed with the customer before proceeding.
Quotes
Quotes are based on the information provided by the customer, including vehicle type, condition and any photographs supplied where applicable.
If the vehicle’s condition or requirements differ significantly from the information provided, the quote may need to be revised. Any change in price will be communicated and approved before additional work begins.
Service Times
Service durations provided at the time of booking are estimates. Actual completion times may vary depending on the size and condition of the vehicle and the services being performed.
Service Results
We take reasonable care to achieve the best possible result within the scope of the service booked. However, some stains, odours, scratches, marks, oxidation or other existing defects may not be completely removable.
Where we identify an issue that may require specialised or additional treatment, we will discuss available options with the customer where practical.
Pricing Changes
Define Shine Detailing may update service prices, packages or inclusions from time to time. Changes will not affect services already confirmed at an agreed price unless the vehicle’s condition, service requirements or information provided at booking materially differs from what was originally disclosed.
By booking a service with Define Shine Detailing, customers acknowledge and accept this Service & Pricing Policy.
Vehicle Condition & Personal Belongings Policy
At Define Shine Detailing, we take reasonable care when working on every vehicle. Customers are responsible for informing us of any known damage, fragile components or other conditions that may affect the safe completion of the service.
Pre-Existing Damage & Vehicle Condition
Before commencing a service, we may inspect the vehicle and document its condition, including existing scratches, dents, paint damage, cracked or loose trim, damaged upholstery or other visible defects.
Customers should advise us before the service of any known issues that may not be immediately visible, including loose or damaged components, previous repairs, electrical issues, aftermarket modifications or areas requiring particular care.
Define Shine Detailing is not responsible for pre-existing damage or for damage resulting from components that were already damaged, loose, deteriorated or otherwise compromised before the service, except where required by Australian Consumer Law.
If we identify an area that cannot be safely detailed, we may avoid that area or discuss alternative options with the customer.
Personal Belongings
Customers are asked to remove valuables, important documents and other personal belongings from the vehicle before their appointment.
We will take reasonable care around belongings left inside the vehicle; however, items may need to be moved to complete the service. Where practical, belongings will be placed together in a suitable area of the vehicle.
Define Shine Detailing is not responsible for loss or damage to personal belongings unless caused by our failure to exercise reasonable care.
Child Seats & Personal Equipment
For safety and correct installation, we will not remove or reinstall child restraints unless specifically agreed upon.
Customers should remove child seats or other equipment before the appointment where cleaning underneath them is required.
Aftermarket Accessories & Modifications
Customers should advise us of aftermarket accessories, modifications, wraps, coatings, tinting or other non-standard components that may require specialised care.
Where we believe a product, process or piece of equipment could create an unreasonable risk of damage, we may modify or exclude that part of the service.
Existing Stains, Damage & Defects
Detailing can significantly improve the appearance and condition of a vehicle; however, some stains, odours, scratches, oxidation, discolouration, wear or other existing defects may not be completely removable.
We will take reasonable care and use appropriate detailing methods within the scope of the service booked, but cannot guarantee complete removal of every existing defect.
Nothing in this policy excludes or limits any rights or remedies customers may have under the Australian Consumer Law.
By booking a service with Define Shine Detailing, customers acknowledge and accept this Vehicle Condition & Personal Belongings Policy.
Photo & Social Media Policy
At Define Shine Detailing, photos and videos may be taken during our services to document vehicle condition, completed work and detailing results. We respect our customers’ privacy and will not use images of a customer’s vehicle for promotional purposes without their consent.
Service Documentation
Photos or videos may be taken before, during or after a service where reasonably required to document:
The vehicle’s condition before or after detailing
Pre-existing damage or areas of concern
Work completed as part of the service
Any issues relevant to the booking or service provided
Images taken solely for service or business records will not be published for promotional purposes without customer consent.
Social Media & Marketing
With the customer’s permission, photos or videos of the vehicle may be used by Define Shine Detailing for promotional purposes, including our:
Website
Social media accounts
Online advertising
Business listings
Other marketing or promotional material
Consent may be provided through our booking process or through written communication, such as SMS, email or social media messaging.
Customers are not required to provide marketing consent in order to receive our services, and declining consent will not affect their booking or service.
Privacy & Identifying Information
When using vehicle photos or videos for promotional purposes, we will take reasonable steps to avoid displaying personal or sensitive information.
This may include avoiding or obscuring identifiable information such as personal documents, residential details or other private belongings visible in the vehicle or surrounding area.
Where appropriate, vehicle registration plates may also be obscured or excluded from promotional content.
Withdrawing Consent
Customers may contact Define Shine Detailing at any time to withdraw their consent for future use of their vehicle’s photos or videos.
Where reasonably practicable, we will also remove existing promotional content under our control upon request. Content that has previously been shared, reposted or otherwise distributed by third parties may not always be capable of being completely removed.
By booking a service with Define Shine Detailing, customers acknowledge that photos or videos may be taken where reasonably necessary for service documentation. Promotional use will only occur where customer consent has been provided.
Privacy Policy
Define Shine Detailing respects your privacy and is committed to handling your personal information responsibly and securely.
This Privacy Policy explains how we collect, use and manage personal information when you visit our website, request a quote, make a booking or use our services.
Information We Collect
When you interact with Define Shine Detailing, we may collect information including:
Your name
Phone number
Email address
Suburb, address or service location
Vehicle details
Booking and service information
Information you provide when requesting a quote or contacting us
Payment and transaction information
Website usage information, such as information collected through cookies or analytics
We only collect information reasonably necessary to provide and manage our services.
How We Collect Your Information
Information may be collected when you:
Make an online booking
Request a quote
Complete a form on our website
Contact us by phone, email, text message or social media
Make a payment
Use or interact with our website
Our website and booking services are provided through Wix, and payments may be processed through third-party payment providers such as Stripe.
How We Use Your Information
We may use your personal information to:
Provide quotes and detailing services
Manage and confirm bookings
Contact you regarding your appointment or enquiry
Process and maintain records of payments
Provide customer support
Maintain business and transaction records
Improve our website and services
Send service updates or promotional communications where you have agreed to receive them or where otherwise permitted
We do not sell your personal information.
Payment Information
Payments may be processed securely through third-party payment providers.
Define Shine Detailing does not directly store complete credit or debit card details where payment information is handled by our payment provider. Payment providers may collect and process information in accordance with their own privacy policies and security practices.
Third-Party Service Providers
We may use trusted third-party providers to operate parts of our business, including website hosting, online bookings, payment processing, communications and analytics.
These providers may process personal information on our behalf as necessary to provide their services.
Some service providers may store or process information outside Australia. Their handling of information is also subject to their own privacy policies and practices.
Cookies & Website Analytics
Our website may use cookies and similar technologies to help the website function, understand how visitors use the site and improve the customer experience.
You may be able to control or disable certain cookies through your browser or the cookie settings available on our website.
Protecting Your Information
We take reasonable steps to protect personal information from misuse, loss, unauthorised access, modification or disclosure.
However, no method of electronic transmission or storage can be guaranteed to be completely secure.
Accessing or Correcting Your Information
You may contact Define Shine Detailing if you would like to request access to personal information we hold about you or ask us to correct information that is inaccurate or out of date.
We may need to verify your identity before completing certain requests.
Privacy Questions or Complaints
If you have a question or concern about how your personal information has been handled, please contact Define Shine Detailing.
We will review your enquiry or complaint and aim to respond within a reasonable timeframe.
Email: Admin@defineshine.com.au
Website: defineshine.com.au
Location: Brisbane, Queensland, Australia
Changes to This Policy
We may update this Privacy Policy when our services, technology or information-handling practices change.
The most current version will be made available on our website.