ACENTIAL DETAILS

Customer Service Agreement:

Terms & Conditions

LAST UPDATED: July 2025

Customer Service Agreement

Overview

At Acential Details, we encourage all our valued customers to carefully review our terms and conditions, which is designed to protect your rights and our own. Doing so ensures clarity and helps avoid any potential misunderstandings. By familiarizing yourself with these terms, you can make informed decisions and enjoy a seamless experience with us. Your understanding and compliance are essential to ensuring a smooth and satisfactory interaction. By scheduling any service with Acential Details, you hereby agree to all terms listed in this document. Thank you for taking the time to prioritize clarity and transparency in our partnership!

Contents

  • Vehicle & Access Terms

  • Variable Pricing & Time

  • Vehicle Size Surcharges

  • Deposit & Prepayment

  • Booking, Rescheduling, & Cancellation Rules

  • Travel & Fee Policy

  • Accepted Methods of Payment

  • Photography & Marketing

  • Liability Disclaimer

  • Safety

  • Right to Refuse Service

  • Service Limitations & Considerations

  • Satisfaction Guarantee

Terms & Conditions

Vehicle & Access Terms

  1. Customers must ensure the vehicle is available and accessible at the scheduled time and location.

  2. Customers are requested to remove all personal belongings, money, and other significant items from their vehicle prior to any type of service. Acential Details will not move personal belongings for safety and liability reasons. If our technicians have to wait longer than 15 minutes for a customer to remove personal belongings, we reserve the right to charge for the lost time at our discretion. The same applies to customers who are late for their appointments.

  3. Customers must remove large amounts of trash and other debris from their vehicle before having it serviced. If excessive trash is present, Acential Details reserves the right to charge a $25 Trash Removal Fee at their discretion.

  4. If areas such as the center armrest storage or glove compartment are not cleared of belongings, Acential Details will not clean them to protect the customer's private personal property. If the customer consents to moving their belongings, we will do so, placing any items back in the

    vehicle in a bag after the completion of the service.

  5. Customers are asked to remove car seats and booster seats before the arrival of our technicians. Should a car seat be left in the vehicle, we will do our best to clean around it but cannot guarantee total satisfaction. 2Due to child safety, we will not uninstall or install car seats under any circumstances.

  6. If access to water or power is needed, the customer must provide itunless otherwise arranged.

Variable Pricing & Time

  1. Service price and time may vary. The starting price and time for each service package is not fixed and may vary depending on the size and condition of the vehicle and additional services requested. Similarly, estimated completion times are subject to change based on vehicle condition and service complexity.

  2. Acential Details reserves the right to charge each vehicle according to its condition and the estimated duration of the service. Customers acknowledge that prices are variable depending on the inspection of the vehicle. Any additional charges (if necessary) will be pointed out before beginning work. No surprise fees will be applied after service completion.

  3. Additional fees will be applied to all jobs involving pet hair, staining, and odors.

  4. Payment is due immediately upon completion of service unless otherwise agreed.

Vehicle Size Surcharges

The base service rates for Acential Details are adjusted according to the size and type of the vehicle. These surcharges ensure that each vehicle receives the appropriate level of care and attention based on its size and characteristics. The following surcharges will apply:

  1. Compact, Coupe, or Sedan: No additional charge.

  2. Midsize SUV: An additional charge of $45.

  3. Large SUV, Minivan, or Truck: An additional charge of $65.

  4. Luxury, Exotic, or Classic Vehicles: An additional charge of $85.

Deposit & Prepayment

  1. A non-refundable deposit of 10% (up to max $50) will be charged to book a service. The deposit will be applied towards the total cost of the total service.

  2. The remaining balance is due upon completion of the service.

  3. Prepayment of the total service cost is also an option and can be made at the time of booking.

Booking, Rescheduling, & Cancellation Rules

  1. Booking Window: Bookings must be made at least one day in advance of the desired appointment date.

  2. An earlier booking window may be accommodated upon customer request via phone, text, or email and subject to availability.

  3. Future Booking Window: Bookings can be made up to 3 months in advance.

  4. Rescheduling: Changes or rescheduling of appointments must be requested at least 6 hours in advance of the original appointment time. Original deposits will always transfer over to a rescheduled appointment.

  5. Cancellations: Cancellation of an appointment must be made at least 6 hours in advance to avoid being charged 50% of the booked service.

  6. No-shows: No-shows will automatically be charged 50% of the booked service.

  7. The deposit is non-refundable and will not be returned upon canceling an appointment.

  8. Appointments may be rescheduled or canceled without penalty in the event of severe weather or other unexpected circumstances.

Travel & Fee Policy

  1. Complimentary Travel: The first 5 miles of travel to your location are free of charge.

  2. Additional Mileage Fee: For any travel beyond the initial 5 miles, a fee of $2.50 per mile will be applied.

  3. Parking Requirements: A designated parking space or a safe,

    accessible, and legal spot must be provided for our company vehicle during the service. If suitable parking is not available, the customer will be responsible for any parking fees or citations incurred.

Travel & Fee Policy

  1. Tap to pay on iPhone - preferred

  2. Mobile payment (Zelle, Stripe, Venmo, Cash App) - preferred

  3. Cash - preferred

  4. Physical card terminal

  5. Check

  6. American Express

  7. PayPal

  8. Gift card

Photography & Marketing

  1. Technicians and/or marketers may take photos or videos before, during, and after service for documentation, quality control, and marketing.

  2. No identifying personal information (ex: license plates, addresses) will be shared publicly.

  3. If the customer prefer we do not use their vehicle in marketing, kindly please let us know.

Liability Disclaimer

  1. Acential Details is not liable for any pre-existing damages (or mechanical issues unrelated to detailing) to the vehicle.

  2. A pre-inspection with pictures/videos will take place to document any pre-existing imperfections, wear, cosmetic issues or damages (such as paint scratches, swirls, cracks, tears, etc) on the exterior and interior of the vehicle.

  3. A post-inspection checklist with pictures/videos will be conducted to show that each service within the package has been completed to satisfaction.

  4. All services are performed with industry-standard products and methods. However, some materials may react unpredictably due to prior conditions.

Safety

  1. For the safety of our technicians, Acential Details does not handle any bodily fluids (such as blood, vomit, semen, urine, feces, etc), hazardous/toxic materials or chemicals (including significant mold), drug paraphernalia, or signs of animal/insect infestations discovered in the vehicle. If any of the above are discovered, Acential Details reserves the right to terminate the service immediately.

  2. For child safety reasons, Acential Details will not uninstall or install car seats or booster seats that were left in the vehicle under any circumstances.

Right to Refuse Service

Acential Details reserves the right to refuse service for:

  1. Hazardous conditions.

  2. Unsafe working environment.

  3. Rude, aggressive, or inappropriate behavior.

Service Limitations & Considerations

  1. Pet hair and sand are two of the toughest elements to remove from a vehicle with normal vacuuming. While removal of either element is not guaranteed with any of our service offerings, Acential Details is often successful in removing visual traces of both.

  2. Acential Details makes no promises regarding the removal of stains and/or odors from vehicles. Professional-grade equipment and chemicals will be used, but some upholstery, seatbelts, and carpets may be beyond cleaning and some stains may be permanent. Customers will be consulted on what can and cannot be done concerning their vehicle's interior.

  3. Some odors cannot be removed by cleaning alone. They must be treated with ozone treatment and may require attention from a specialist.

  4. When it comes to windows, Acential Details does its best, but due to variables such as temperature, windows may have a film. Customers are advised to allow the car to cool and then use a microfiber towel to wipe the film off if streaks are present. We apologize for any inconvenience this may cause, as it is simply the nature of window cleaning chemicals.

  5. Acential Details is not responsible for damage to heavily soiled, stained, or damaged interior components such as dash buttons and steering column buttons and knobs. Such areas may be so caked with dirt, grime, and makeup that cleaning may result in the loss of markings.

  6. The headliner is gently cleaned; however, there may be remaining stains. The glue used for headliners may start to release if cleaned more aggressively or with stronger cleaners. Customers are advised that headliners may not come completely clean due to this reason. If cleaned at the customer's risk, they may look clean but could sag over time due to compromised glue. If the headliner is deemed too fragile 7during pre-inspection, we will not attempt further cleaning to avoid damage.

  7. Acential Details is not responsible for baked-on brake dust that cannot be completely removed either on the surface or deep within the wheel. Some wheels may be beyond cleaning and may need to be repaired or replaced.

  8. Bird droppings, bug splatter, sap, and tar will chemically etch into the vehicle's paintwork if left for an extended period. This can result in a deep chemical mark on the paintwork that may need additional work to remove safely. In some cases, the mark cannot be removed completely without compromising the clear coat.

  9. Exterior black or gray textured or smooth trim pieces may be beyond restoring and may need to be replaced. Our technicians will try their best to restore the plastic to its original color if that service has been previously discussed.

  10. Any wax, sealant, or coating not properly cared for will not last its intended durability length. Acential Details highly recommends safe hand washing to maintain these treatments.

Service Limitations & Considerations

  1. Acential Details strives to deliver high-quality service every time no matter the client or vehicle.

  2. If you are not satisfied with our service, please notify us within 24 hours of service completion. We may offer a correction or touch-up at our discretion.

  3. We do not offer refunds, but will make a reasonable effort to correct any valid issues within a timely manner.

  4. Your feedback is always welcome, and we use it to continuously improve.