Legal
Terms & Conditions
These Terms & Conditions apply to all bookings and Care Plans with Gold Label Detailing ("we", "us"), a mobile detailing business operating in Brisbane, Queensland. By booking, approving a quote, signing up to a Care Plan, or paying an invoice, you ("you", "the customer") agree to these terms.
Nothing in these terms limits your rights under the Australian Consumer Law (see section 14).
1. Services
We provide mobile detailing, paint correction, ceramic coating, stain removal, odour treatment, and related services. Services are recommended based on the information you provide, the condition of the vehicle, and your budget.
Results may vary depending on time available, vehicle size, age, wear, and any pre-existing damage.
2. Bookings & Deposits
Bookings are confirmed once accepted by us and a deposit is paid, where required. Most services require a deposit of $50 per vehicle. No GST is added on top of this amount. The deposit is credited to your final invoice, so if you go ahead with the booking you pay nothing extra.
Why we take a deposit. When you book, we hold a time slot for you and turn other customers away. If a booking is moved or cancelled, it costs us real time and money: contacting you, moving other bookings around, trying to refill the slot, and the cash flow impact of unused time. The deposit is a fair estimate of those costs.
If we cancel or move a booking, or cannot attend, your deposit is refunded in full or moved to a new date, as you prefer.
The rules for when a deposit is refunded, kept or moved are in section 3.
3. Cancellations & Rescheduling (one-off bookings)
Cancelling.
- If you cancel 7 or more days before your first booked date, your deposit is refunded in full.
- If you cancel less than 7 days before your first booked date, your deposit is non-refundable. A slot that frees up this close to the date is hard to refill, so the deposit covers the lost time and the admin.
Once the 7-day point has passed, the deposit stays non-refundable, but it can still be moved to a new date if you reschedule.
Rescheduling. You can reschedule a booking with at least 48 hours' notice. Your deposit moves to the new date, so you do not pay it again. A reschedule request with less than 48 hours' notice is treated as a cancellation.
Second reschedule. If you reschedule the same booking for a second time, we ask you to top up your deposit so the total you have paid is 50% of the quoted price of the job. We confirm the new date once the top-up is received. The whole deposit is credited to your final invoice. We ask for this because moving a booking twice takes extra admin and leaves us with an unfilled slot more than once.
If you would rather not pay the top-up, you can cancel instead, and we keep your original $50 deposit.
Cancelling after you have paid the top-up. The top-up is refunded if you cancel 7 or more days before your current booking date. If you cancel less than 7 days before it, we keep the top-up.
Changes we make do not count against you. If we move or cancel your booking (for example because of weather, illness, a breakdown or a scheduling problem), it does not count as one of your reschedules, and your deposit is refunded or moved as you prefer.
Emergencies. If you cannot attend because of a genuine emergency (for example a hospital admission, serious illness, a bereavement, or your vehicle being written off or stolen), contact us as soon as you can. At our discretion we may refund or move your deposit.
Booking again after cancelling. If you cancel and later want to book again, a new deposit is required for the new booking. A deposit we kept from a cancelled booking is not carried over to it.
Limit on what we keep. The most we keep is the deposit you have paid. We do not charge any further cancellation fee. We process any refund to your original payment method within 5 business days. Your bank may take longer to show the money in your account.
Nothing in this section limits your rights under the Australian Consumer Law (see section 14). Care Plan visits are covered by section 7.
4. Time Allocation & Quality Standard
Each service has a set time allowance based on vehicle size and service type. We use professional methods to improve the vehicle within that time.
We do not promise perfect results. The outcome depends on the starting condition of the vehicle. If you are not happy with a result, tell us within 1 week and we will come back and put it right. If it cannot be rectified and you are still not happy, we will refund you as required by the Australian Consumer Law.
5. Pre-Existing Damage & Vehicle Inspection
Before each job we complete an inspection form and take photos of the vehicle. This protects both you and us.
We are not responsible for damage already present. Detailing may reveal scratches, stains, fading, or wear that were already there.
6. Care Plans: what they are
A Care Plan is a 12-month service arrangement in which we detail your vehicle on a regular schedule for a recurring payment. It includes nine details in total: your first detail, then eight regular visits about every 6 weeks.
The details of your plan are set out in your signed Care Plan invoice (your "Care Plan Agreement"), the brochure and the plan description we gave you. If anything in those documents conflicts with these terms, the Care Plan Agreement applies to that point.
How it works
- We complete your first detail. It is a level 2 detail, priced as a level 1 detail.
- When it is complete, you pay for it in person and sign your Care Plan Agreement. Your 12 months start from that day.
- Your recurring payments start 4 weeks later and are then drawn every 4 weeks for the rest of your 12 months. Each payment is a fixed amount that depends on your vehicle size.
- Your eight regular visits follow about every 6 weeks, counted from the date of your first detail.
Care Plans are discounted compared to our standard prices. Most of the discount is given up front, on your first detail, and a smaller discount applies to each later visit. Your recurring payment is an average across the whole plan, not a price for each visit.
Your Care Plan does not renew automatically (see section 9).
7. Care Plan Visits, Scheduling & Your Responsibilities
- Each visit includes only the services listed in your Care Plan Agreement and the brochure. Anything outside that scope is extra work. We tell you the cost before we start and only do it if you agree. Extra work is charged at a flat rate of $100 per hour plus GST for the time it takes, or at a fixed price if we quote one.
- Each visit has a time allowance of 2 to 2.5 hours, depending on vehicle size.
- Visits are scheduled every 6 weeks, counted from the date of your first detail. We may complete a visit up to 1 week before or after its scheduled date. If a visit moves, the next one stays on the original 6-week schedule, so the gap between two visits may be 5 or 7 weeks.
- Please give us at least 1 week's notice to reschedule a visit. If you do, there is no charge.
- If you miss a visit, or cancel it with less than 1 week's notice, we will try to reschedule it with you by phone. If we cannot agree a new time, the visit rolls over to the next available time at no charge. Up to 2 visits can roll over in total across your plan. Any further missed visit is cancelled, and is not refunded or credited. We contact you before any visit is cancelled, and at our discretion we may keep a visit for you if you missed it because of a genuine emergency.
- If a visit needs more than the usual time allowance (for example because your vehicle has gone longer between visits), the extra time is charged at a flat rate of $100 per hour plus GST. We tell you the extra cost before we start. If you decline it, we complete the standard visit only.
- If we cannot attend a visit (for example due to weather, illness or a breakdown), we will rebook it at the earliest time that suits you, or credit or refund that visit. We will not charge you for a visit we did not complete.
- Your nine details are included in what you pay over the 12 months. Some may be completed after your 12 months of payments end, because of the flexibility above or a rolled-over visit. Any visit not completed within 3 months after your final payment lapses, and we contact you before that happens.
- Vehicles in extreme condition (for example mould, biohazards, or heavy contamination) need us to be told before the visit, and may need a separate quote. We will tell you before charging anything extra.
8. Care Plan Billing & Payment Authority
Billing. Your first detail is paid for in person when it is complete. Your recurring payments then start 4 weeks later and are charged every 4 weeks for the rest of your 12 months. The amount of each recurring payment is fixed for your plan. It depends on your vehicle size, which is recorded in your Care Plan Agreement, and is set out in the brochure. All prices include GST unless stated.
No payments or visits in the first 10 business days. We do not take any Care Plan payment or complete any Care Plan visit in the 10 business days after you sign.
Payment authority. By signing your Care Plan Agreement, you authorise us to charge the card you provide for each payment as it falls due, in the amount and on the schedule described in it. You confirm you are authorised to use that card. Your card details are collected securely through our payment provider when you pay for your first detail, and we do not keep them on paper.
Receipts. We provide a receipt or payment confirmation for each payment, by email or text.
Failed payments. If a payment fails, we will contact you as soon as we can to arrange a new payment attempt and updated card details. If it stays unpaid, we may pause your Care Plan visits until it is paid. We only charge fees that reflect the actual costs we incur, such as bank dishonour fees charged to us, and we will tell you the amount before charging it.
Changes to your billing details. Tell us promptly if your card details change. We will not change the amount or timing of your payments during your first 12 months unless you ask us to. Price changes after that are covered in section 9.
Disputes. If you think a payment is wrong, contact us and we will look into it promptly. You can also raise it with your bank or card provider.
9. Price Lock, Continuing Your Plan & Price Changes
Price lock. The price of your Care Plan does not change during your first 12 months.
Continuing after 12 months. Your Care Plan does not renew automatically. Before your 12 months end, we contact you by text or email to ask whether you want to continue. If you choose to continue, we keep drawing your payment every 4 weeks, and your visits carry on about every 6 weeks on the same schedule. By choosing to continue, you authorise us to keep charging your card every 4 weeks until you cancel. If you do not choose to continue, we stop billing after your final payment, and your plan ends once your nine details have been delivered. We do not charge you after the term ends unless you have chosen to continue.
No discount adjustment once you continue. If you continue past your first 12 months, no discount adjustment applies when you cancel. You can cancel at any time, as set out in section 10.
Price changes after 12 months. Once you are continuing past your first 12 months, we may change the price of your payments at any time. We aim to keep your continuing price below our standard pricing, but we do not guarantee this, because our standard prices rise over time with costs such as inflation. We will tell you in writing (by text or email) at least 2 weeks before the start of the billing cycle in which the new price first applies. You can cancel at any time under section 10, and if you cancel before the new price starts, you do not pay it. To stop a payment, cancel at least 7 days before it is due.
10. Cancelling a Care Plan & Discount Adjustment
How to cancel. You may cancel your Care Plan at any time. We prefer that you phone us on 0468 071 265, so that we can understand why you are cancelling and fix any problem if we can, but you can also cancel by text message or email. To stop your next payment from being taken, please cancel at least 7 days before that payment date, so that we do not take a payment we would then have to refund. If you cancel later than that, the next payment is still taken and your cancellation takes effect after it. We confirm every cancellation to you in writing, by text or email.
Cancelling in the first 10 business days. You can cancel your Care Plan for any reason within 10 business days of signing it (counting from the day after you sign). If you do, we take no further payments and complete no further visits. The discount adjustment below still applies: your first detail was discounted only because you joined the plan, so you pay the standard price of that first detail, less what you have already paid for it. We tell you the exact amount in writing before the cancellation is finalised.
Term. Your plan runs for 12 months from the day you sign. You can cancel earlier at any time, but the discount adjustment below applies. If you choose to continue after 12 months, no discount adjustment applies (see section 9).
Discount adjustment. Because most of our discount is given up front, if you cancel before the end of your 12 months we re-price the work we have completed at our standard prices and compare it with what you have paid:
Amount owing = standard price of the services completed − total you have paid
The services completed include your first detail (at its standard level 2 price) and each visit completed (at the standard visit price for your vehicle size). If the amount is positive, you pay us the difference. If you have paid more than the standard price of the work we completed, we refund the difference. In total, you never pay more than our standard prices for the work we have actually done. We tell you the exact figures in writing before the cancellation is finalised, and any amount owing must be paid before it is finalised. If you stay on your plan for the full 12 months, no adjustment applies.
If your vehicle is sold, written off, stolen or disposed of. Please tell us as soon as you can. If you have another vehicle, we can move the rest of your plan to it. If the new vehicle is a different size, we will tell you the effect on your payments before you agree. If you cannot or do not want to move the plan, you can cancel it, and the discount adjustment applies in the same way as for any other cancellation.
No adjustment applies if:
- we cancel your Care Plan or fail to provide the service as agreed; or
- you cancel because of a problem covered by your rights under the Australian Consumer Law.
Refunds. We process any refund owing to you to your original card within 5 business days of the cancellation being finalised. Your bank may take longer to show the money in your account.
11. Access, Power & Personal Items
Safe access and space to work must be provided. Power and water must be available if requested at booking.
Automated reminders are sent before your service asking that personal items be removed. We will not remove items from boots, glove boxes or centre consoles without telling you first. We are not responsible for valuables left in the vehicle.
12. Paint Correction, Coatings & Specialty Work
These services are assessed case by case. Improvements are often possible, but full defect removal may not be safe or achievable. Coating durability depends on driving conditions, washing methods and care.
13. Liability & Insurance
We hold $5,000,000 in public liability insurance. This applies to unexpected events caused by our work.
We are not responsible for normal wear and tear, pre-existing issues, or problems not caused by our service. Our liability is limited only to the extent permitted by law.
14. Your Rights
Nothing in these terms removes or limits your rights under the Australian Consumer Law, including the consumer guarantees. Our services come with guarantees that cannot be excluded, including that they will be provided with due care and skill and be fit for their purpose.
If there is an issue, contact us and we will work with you to resolve it. If we cannot resolve it, you may contact Queensland Office of Fair Trading.
15. Privacy
We collect your name, contact details, vehicle details, signature and payment details to provide our services and manage billing. We use trusted payment and booking platforms to process payments and store records, and we do not keep card or bank details on paper. We do not sell your personal information. You can ask to see or correct the information we hold about you by contacting us.
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16. Changes to These Terms
We may update these terms from time to time. The version in force when you booked or signed your Care Plan applies to you, unless the change benefits you or you agree to the new version. Changes to these terms will not change the price or timing of your Care Plan payments during your first 12 months.
17. General
These terms are governed by the laws of Queensland, Australia. If any part of these terms is found to be unenforceable, the rest continues to apply.