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Terms & Conditions

Last updated: December 13th 2025

By booking a service with The Valeters, you confirm that you have read, understood, and agreed to the following Terms & Conditions. These Terms do not affect your statutory rights under UK law.

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1. Engagement of Service

The Valeters will use reasonable efforts to ensure valet services are delivered professionally and to a high standard. However, we do not guarantee the results will meet your personal expectations or any specific industry benchmarks.​

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If you choose to request valet services, you are responsible for the following:

  • Confirm your vehicle's exact location before booking.

  • Ensure valet services are available in your area and book the correct package for your vehicle’s condition.

  • Park in a publicly accessible, authorised space with a minimum of 50cm clearance around all sides.

  • Remove personal belongings, rubbish, bulky items, child seats, and open compartments in preparation for service. Inaccessible areas will not be cleaned.

  • Allow for a 1-hour arrival window to account for traffic or delays.

  • Be available at the booking time to provide access to the vehicle. A no-show after 15 minutes may result in cancellation under our policy.

  • We reserve the right to refuse or cancel service if the vehicle is excessively soiled, hazardous, or otherwise unsuitable for cleaning.
     

2. Booking Process & Payment Details

The Valeters uses Stripe to process all online payments.

  • You may pay by cash upon completion.

  • A temporary pre-authorisation charge of £1 may be processed and refunded within 3-5 working days.

  • All card payments are processed by The Valeters London Ltd.

  • Upon arrival, the operator may request to verify the card used. If not provided, the operator reserves the right to cancel the booking.
     

3. Arrival Timings & Durations

  • Our arrival times are approximate to accommodate any unexpected delays on the day of your booking. When the valeter is on the way, you will receive a text message with a link to track his journey and arrival.

  • In the event that our valeter is behind schedule and expects to arrive outside the 1 hour arrival window, we will endeavour to call you as soon as this becomes apparent.

  • You can call the operator at any time to get an estimated arrival time, their contact details can be found by following the link in the confirmation text message.

  • Booking durations are displayed in hours on our booking pages, indicating the maximum duration for the allocated service. The operator must complete the service within the allocated time. 

  • Your service may be completed in less time if satisfactory results are achieved.
     

4. Cancellation Policy & Weather Cancellation

We understand that schedules change and you may need to change the time of a booking.

  • Cancel free of charge up to 24 hours in advance.

  • 50% charge for cancellations made within 5 to 24 hours.

  • 100% charge for cancellations made within 4 hours of the booking time.

  • Customers may reschedule due to weather with at least 24 hours' notice.
  • We may reschedule bookings in extreme weather (e.g. red warnings) for safety.
  • Requests to reschedule within 4 hours of the booking time may be treated as cancellations and subject to the same charges.


5. Surcharges, Parking, & Photography

  • Surcharges may apply for specific vehicle conditions such as excessive dirt or pet hair, starting at a minimum of £20. It's important that you select the correct level of service for your car, if you're unsure please call or email us using the contact details below.

  • Parking within 15 metres of your vehicle is required for our operatives to carry out the services. Any associated parking fees and PCNs are your responsibility.

  • We may photograph your vehicle for our internal quality control records and promotional purposes. If you prefer not to have your vehicle featured in promotional materials, please let the operator know or include this request in the booking notes.

  • Congestion Charge: Bookings located inside the London Congestion Charge Zone during TfL operating hours will automatically include the £15 Congestion Charge required for access to the area.
     

6. Liability

While we operate with care and skill, The Valeters accepts no liability for the following, unless proven to result from our negligence, a criminal act, or breach of statutory duty:

  • Damage to or loss of the vehicle, its parts, accessories, or contents arising during or after our services.

  • Damage to vehicles with satin or matt paint or satin/matt wraps. These are cleaned entirely at the owner's risk.

  • Any issues resulting from engine bay cleaning. Customers must inform us of alarms, immobilisers, electrical components, split hoses, loose connections, or warning lights beforehand.

  • Staining caused by oil or residue from the vehicle during or after cleaning.

  • Battery issues resulting from lights or electronics being activated during the cleaning process.

  • We will not accept liability for mechanical issues arising during or after service.

  • Vehicles seized or detained by legal authorities for any reason.

  • Theft or loss of valuables or personal items left inside the vehicle. Our team is not authorised to store items for safekeeping.

  • While we use professional products and methods, we cannot guarantee full removal of strong or deep-set odours, especially where vehicle components (e.g., filters, headliners) may require replacement.

 

Customers should inspect the vehicle upon completion and raise any concerns with the valeter before they leave, wherever possible.​

If you later notice an issue, you must follow the Feedback, Service Issues & Complaints process set out in section 8. If no concerns are raised at the time, we will treat the work as accepted unless you report an issue within the time limits in section 8.

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7. Customer Responsibilities

  • Ensure your vehicle is roadworthy, legally parked, and accessible.

  • Disclose any modifications, wraps, coatings, or interior paint before service.

  • Remove all valuables and child seats. Operators will not refit seats.

  • Reading the relevant service descriptions, FAQs, and aftercare advice before booking.

  • Following aftercare instructions (e.g. allowing interiors to dry and air out after cleaning).

  • Treat our team with courtesy and respect. We may refuse or stop a service where a customer is abusive, threatening or unreasonable.

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8. Feedback, Service Issues & Complaints

Please report any issues within the timeframes below:

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Reporting time limits

Quality of work (missed areas, streaks, marks etc): report within 24 hours of your appointment, and before the vehicle is driven again where possible.

  • Suspected damage (scratches, broken parts, electrical issues etc): report immediately, or before the valeter leaves where possible, and in any case within 24 hours of your appointment, with clear photos or video of the issue. If the vehicle has been driven or used after the valet, we may not be able to accept your complaint.

  • Missing items: report immediately, or within 24 hours of completion. We cannot accept claims made after this period.

All service issues and complaints must be submitted through our Service Review & Complaints Form, with photos of the problem and, where available, photos of the vehicle before our visit. You can also request the form link by emailing info@thevaleters.co.uk.​

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How we handle complaints

  • We will acknowledge your form within 1 working day.

  • We will review the booking notes and photos/videos from you and our team.

  • We aim to provide a decision within 10 working days. For more complex cases this may be extended to 20 working days.

 

If we agree that we are at fault, we will offer a fair resolution. This may include putting the work right, a refund, or a contribution towards repair, depending on the circumstances.​

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Quick links: Service Review & Complaints Form


9. Offers

Offers may be terminated without notice and cannot be combined. Each discount code can only be redeemed once per user unless otherwise specified.

  • All promotions apply to new customers only, excludes Exterior Wash and Mini Valet packages unless otherwise stated.
     

10. Repeat Bookings & Share Code Rewards

  • Customers may schedule repeat bookings at specified intervals, with discounts offered based on frequency.

  • Share Code Rewards: Earn £10 in app credit for each referral using your personalised code. Exploitative behaviour will result in credit voiding and account suspension.

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11. Example of Car Sizes

  • Small cars: City cars, small hatchbacks and 2–4 seater sports cars.
    Examples: Fiat 500, Toyota Aygo, VW Up, Ford Fiesta, VW Polo, Porsche, Ferrari, AMG GT.

  • Medium cars: Saloons, estates and family hatchbacks.
    Examples: VW Golf, Audi A3, BMW 1 Series, Mercedes A-Class, BMW 3 Series, Mercedes C-Class, Audi A4.

  • Large cars: Crossovers and standard SUVs.
    Examples: Audi Q3 / Q5, BMW X1 / X3, Mercedes GLA / GLC, Volvo XC40, VW Tiguan, Kia Sportage, Hyundai Tucson.

  • Extra large cars: 7-seaters, big SUVs and MPVs.
    Examples: Range Rover Sport / Vogue, Mercedes GLS / G-Wagon, BMW X7, Audi Q7, Volvo XC90, Land Rover Discovery, VW Sharan, Ford Galaxy, Mercedes V-Class.

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12. Intellectual Property Notice

All content, packages, layouts, and copy on The Valeters website and platforms are protected under UK copyright law. Unauthorised copying, imitation, or commercial use of our materials without written permission is strictly prohibited and may result in legal action.

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We actively monitor for breaches and reserve all rights to protect our brand, creative work, and commercial interests.

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Website Use & Privacy

Use of our website is subject to fair and lawful use. All content, layouts, and materials are protected by copyright and must not be copied or reproduced without permission.

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We are not liable for any indirect or consequential losses resulting from use of our website.

All personal data is handled in accordance with our Privacy Policy. By using our website or booking a service, you agree to this policy.

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