FAQ's
We have gathered together the most frequently asked questions from our customers and added accordingly our answers below!
Frequently asked questions and answers:
The easiest way to find out if we cover your exact location is to go on our location checker here and to enter your postcode. Be mindful not to leave a space at the end of your postcode, as it would not be recognised.
We are very excited to have introduced a self-serve portal where you can see live availability for most covered postcodes ; and get a quote based on your car and package selected.
We look forward to seeing your booking come through!
We offer live automated availability for most of our covered postcodes. However, certain postcode locations are not automated. For these postcodes, please note you are sending an enquiry, and not obtaining a confirmed booking. This is explicitly displayed on our calendar view. A member of our Customer Service team will be in touch with you to offer availability either by email or by phone. Please make these contact details are correct.
Once confirmed, your appointment will show a ‘Confirmed’ status button next to it, and display the agreed date and time.
We carry a big tank of water and a generator in our vans, which means we do not need to access your own supplies to carry the valets.
If it is possible and you are happy for us to plug into your electrics, this is also much appreciated as it will help to reduce emissions and keep the noise down for you and your neighbours. This is however completely optional.
To help ensure we complete your valet within the allocated time, please ensure all personal belongings have been removed from the vehicle.
Our arrival time might vary slightly depending on road conditions. Our representative will be in touch if they are delayed by more than 30 minutes. If it has been more than 30 minutes, please contact us by phone, email or through our live chat and a member of our Customer Service team will get back to you (subject to office opening hours).
Poor weather conditions might sometimes prevent us from going ahead with some services included in your package. In such instances, we will look at either rescheduling the whole appointment or do as much as possible on the day and come back another day to finish the valet. We leave it to the discretion of our representative to decide what is doable on the day and to discuss it with you directly. Any change to your appointment for weather reasons will not incur any charge.
You can choose to prepay your appointment online. Cancellation fees do apply. A prepaid appointment will show as ‘Prepaid’ on your customer profile, your confirmation email, and our diary system for our representative to know.
If not made online, payment is due on completion of the appointment and can be made in cash or by card with our representative.
If you need to cancel or amend your appointment, please log in to your account and hit the 'cancel' button. If you would like to rebook the job, click 'make a new booking' and choose a new date and time.
If your booking was taken over the phone and you do not have login details, please contact us by phone, email or through our live chat and a member of our Customer Service team will get back to you (subject to office opening hours).
Please note, we cannot guarantee your cancellation request will be attended to in a time frame which would not incur cancellation fees.
If you are a Car Club member, please use the same dedicated app (not the website link) where you also book your appointments.
In the event that you cancel your booking, cancellation fees will be charged as detailed below:
- Job cancelled after our valeter has arrived at the location, or within one hour of the specified time: 100% of the agreed price
- Within 24 hours of the appointment start time: 50% of the agreed price with a minimum of 24€
Our Deep Clean with disinfection options have worked well on mould in the past.
Please note that we are not able to remove seats or lift carpets - that means that despite shampooing all the upholstery we can reach, we might not be able to get to the source of the mould and that it is very likely it would reactivate after the clean.
Our shampoo is carried out with extraction hoovers, which will leave the upholstery damp after the clean. We do not carry heaters or driers. Aftercare would be just as important as the valet itself - driving the car and keeping it ventilated after the valet is paramount.
If there is an active damp issue (ie. faulty door seals), the mould would most certainly come back. We do recommend getting that attended to first, before any valeting is done.
You can select our hand-applied polish as an additional option with every inside-and-out or exterior clean. This service is also already included in some packages.
Please keep in mind that we currently do not offer a machine polish service. This means that we are only able to polish off scratches which are not deeper than the clear coat of paint.
If in doubt, simply email us a photo of your car at [email protected] and we will confirm whether or not we think we can help.
Depending on the type of paint, the amount of it, and how long ago it was spilled, we cannot guarantee we would be able to remove it all.
Please note that we do not remove seats or lift carpets up as part of the valet.
Please send us a photo of the spill at [email protected] including the postcode for your location. We will review it with your local valeter and let you know how long it might take and how much it will cost.
Any appointment that requires a longer valet than the one booked will be discussed with your valeter before the valet takes place and an extra hourly rate will be charged.
For spilled milk in the car, we offer inside-only Deep Clean with disinfection options.
Please note, we are not able to remove seats or lift carpets up - that means that despite shampooing all the upholstery we can reach, we might not be able to get to the source of the milk. If that was the case, it is very likely it would start smelling again quite quickly.
Any appointment that requires a longer valet than the one booked will be discussed with your valeter before the valet takes place and an extra hourly rate will be charged.
We would recommend one the 2 following packages:
- Deep Clean: this includes the seats and the roof lining shampooed, which will work on removing the source of the smell of smoke in the fabrics. However this package does not include any odour treatment. For that purpose, you could add the Aromatek treatment as an extra option.
- Deep Clean with Sanitisation: this package includes the Deep Clean mentioned above as well as the steam treatment.
Please note that we cannot guarantee that the odour will be completely removed. Smell removal treatments usually work better with organic smells and sadly, cigarette odour is one of those that can linger for some time. Both packages will be a very helpful first step though.
Click on the 'Get a Quote' button.
Add in your location, car details and select the package you want to book.
Quote the reference number located on your gift voucher in the note section.
Find a date and a time that suit and confirm your booking by clicking on the “Pay Later” option.
Don't forget to show your voucher to your valeter on the day. Any outstanding balance can be paid by cash or card directly to your valeter on the day.
All we need is a space next to your car to park safely, legally, and without disturbing traffic.
If the package selected also includes an interior clean, we also need to be able to open the doors securely on both sides.
We would recommend finding a quiet street or a public car park where we will be able to park and carry the valet without disturbing other cars.
Please mention you own a Blue Light card in the note section of the booking process or email us at [email protected] to let us know. Your freebie will be applied to your booking on the day. Don’t forget to show your card to your valeter on the day!
We can provide you with a receipt once the valet has taken place, simply ask your valeter on the day or email us to request your receipt.
Please note our operatives are not subject to VAT and this will not be reflected on the receipt. We are however happy to provide a detailed receipt of the services provided.
Yes! You can find our T&Cs for all one-off bookings here:
https://bookings.freshcarvaleting.com/terms-conditions