Refund, Cancellation and Service Policy

This policy applies to bookings made with Valet Lavage, operated by Riyaadah Holdings (Pty) Ltd, registration number 2026/454784/07, registered office 5 Nathaniel Isaacs Crescent, North Beach, Durban, KwaZulu-Natal, 4001. It sits alongside our Terms of Service. All prices are in South African Rand (ZAR).

Cancelling or rescheduling

You may cancel or reschedule your booking free of charge up to 24 hours before your booked slot. Where you cancel in time, we refund the full amount you paid, including any call-out fee.

If you cancel less than 24 hours before the slot, or you do not show up, the booking is not refundable. The slot has been reserved for you and our team has already been scheduled to travel to you. Where you would prefer to move the booking rather than lose it, contact us and we will do what we reasonably can to find you another slot.

If we arrive and cannot do the wash

Where our team arrives at the agreed address and time but the service cannot go ahead for a reason within your control, we refund the service price less the call-out fee. This covers cases such as the vehicle not being there, our not being able to reach the vehicle or its keys, or gate, complex or estate access not having been arranged. The call-out fee is retained to cover the travel already undertaken.

Where the service cannot go ahead for a reason within our control, or because of weather or unsafe conditions, you are not out of pocket: we move the booking to the next suitable slot at no additional charge, or refund you in full if you would rather not rebook. Where you have a suitable covered area, we may still be able to proceed.

If you are not happy with the work

Tell us within 24 hours of the service and send a photograph where you can. If something was missed or not done to a proper standard, we will come back and put it right at no charge. Where we cannot reasonably put it right, we will refund you in full or in part depending on what was affected.

How refunds are paid

• Refunds are made to the original card or payment method used for the booking. We cannot refund to a different card or account, or pay refunds in cash.
• We process approved refunds through our payment provider within 3 business days of agreeing the refund with you.
• Once processed, the money usually reflects in your account within 5 to 10 business days. The exact timing is controlled by your bank, not by us.
• We do not charge a fee to process a refund.

Free loyalty washes

A free wash earned through our loyalty programme has no cash value and is not refundable. If a booking paid for with a loyalty reward is cancelled in time, the reward is returned to your account rather than refunded in money.

How we deliver the service

Valet Lavage is a mobile service. There is nothing to ship: we travel to the address you give us at the slot you book and perform the work there. We are fully self-contained and bring our own water and power, so we do not need to use yours.

• Where we go. We work from our base in North Beach, Durban. Call-out is free within 10 km. Beyond that a call-out fee applies by distance: R60 up to 15 km, R120 up to 20 km and R200 up to 30 km. Beyond 30 km we quote you first.
• When we come. Bookings run Monday to Friday from 08:00 to 17:00 and on Saturdays until 14:00. Sundays are closed to online booking unless we open a particular date. Each booking is allocated one 80-minute slot.
• Confirmation. Your booking is confirmed once payment has been received, and we confirm the slot with you. We let you know once the vehicle is finished.

How to request a cancellation or refund

Contact us on WhatsApp at +27732955295 or by email at info@valetlavage.co.za, quoting the name and phone number the booking was made under and the date and time of the slot. We aim to respond within one business day.

Your rights

Nothing in this policy limits any right you have under the Consumer Protection Act 68 of 2008 or other South African law.