Refund & Cancellation Policy
General Policy
Customers pay through Detail Relay at booking so the selected appointment window can be reserved with the assigned detailer.
New Detail Relay transactions do not include tax. Historical transaction records remain unchanged, including any tax value recorded before this policy version.
When this policy retains a fee, Detail Relay retains only the disclosed booking fee. Stripe processing costs remain Detail Relay expenses and are not deducted from customer refunds or detailer compensation.
Customer Cancellations and Rescheduling
If a customer cancels at least 24 hours before the booking window, Detail Relay refunds the service cost and retains the booking fee.
If a customer reschedules at least 24 hours before the booking window, the appointment can be moved without a refund and without another booking fee.
If a customer cancels within 24 hours after an innocent detailer has accepted the job, Detail Relay refunds 75% of the service and add-on cost, retains only the booking fee, and pays the remaining 25% of the service and add-on cost to that detailer as cancellation compensation.
If a customer cancels within 24 hours and no detailer has accepted the job, Detail Relay refunds the service and add-on cost and retains only the booking fee.
If a customer reschedules within 24 hours of the booking window, the existing service payment stays attached to the appointment and the customer must pay a new booking fee before the appointment is moved.
If a paid requested appointment passes its scheduled window without detailer acceptance, or if Detail Relay marks the appointment as a detailer no-show, the customer may cancel for a full refund of the amount paid, including the booking fee. No retained cancellation amount applies to these eligible missed-appointment cases.
If a customer requests account deletion, all future appointments associated with that account are cancelled immediately. Any refund or cancellation outcome follows this Refund & Cancellation Policy.
Account Deletion and Future Appointments
For customers, requesting account deletion starts a 30-day pending deletion period and cancels future appointments immediately.
For detailers, requesting account deletion immediately removes the public marketplace profile from customer-facing booking surfaces and cancels or moves future assigned appointments into Detail Relay's operational recovery process.
Detailers may retain limited account access during the pending deletion period to view payout status, contact support, cancel the deletion request, and access their Stripe dashboard where available. Final deletion will not happen until payout obligations are transferred or resolved.
No-Shows and Access Issues
If the vehicle is unavailable, the service location is inaccessible, required access instructions are missing, the property does not allow mobile detailing, or the detailer cannot safely perform the service, the appointment may be treated as a no-show or failed access appointment.
No-show or failed access appointments may be ineligible for a full refund, especially when the detailer reserved time, traveled to the location, or could not reasonably be reassigned to another job.
This customer access section does not apply to an appointment Detail Relay marks as a detailer no-show. Admin-marked detailer no-show appointments follow the missed-appointment full-refund exception above.
Detailer or Platform Cancellations
If Detail Relay or the assigned detailer must cancel because of weather, safety, illness, emergency, availability issues, payment issues, or service-area limitations, Detail Relay may offer a no-fee reschedule, reassignment, credit, or refund depending on the situation.
When the scheduled window passes without acceptance or Detail Relay confirms a detailer no-show, eligible customer cancellation refunds include the booking fee and retain $0.00.
For an approved detailer-fault, Detail Relay-fault, or detailer no-show outcome, the customer refund includes the service, add-ons, booking fee, and platform fee. Detail Relay retains none of those components.
Quality Concerns
Customers should report quality concerns as soon as possible and include photos when available. Detail Relay may review appointment notes, messages, before/after photos, service scope, vehicle condition, and detailer response before determining whether a rework, credit, partial refund, or other remedy is appropriate.
Payment Processor Timing
Approved refunds are submitted to the payment processor, but bank and card network timing may vary. Detail Relay does not control the exact date a refund appears on a customer statement after it has been processed.
Detail Relay pays the customer refund from its platform balance. If an already-paid detailer is responsible for an approved amount, Detail Relay records that amount for recovery from future eligible non-tip job earnings and does not initiate a bank debit or Stripe clawback.