Terms & Conditions

Headings: The headings in these Terms are included for convenience only and shall not affect their interpretation.

WASH DOCTORS MARKETPLACE TERMS OF SERVICE

Version: July 2025

A. WHO WE ARE

Wash Doctors Ltd, company number 10428051, VAT number 298813840, registered office Whitchurch Business Centre Corser House, Green End, Shropshire, SY13 1AD. In these terms Wash Doctors, we, us and our all refer to Wash Doctors Ltd.

You can contact Customer Support using the details at the end of these terms.

B. WHAT THESE TERMS DO

These terms govern your use of our website and mobile applications together the Platform and your booking of services Jobs from independent technicians Service Providers through the Platform. They apply to both consumers and business customers. Where a clause applies only to consumers or only to business customers we say so expressly.

By creating an account or placing an order you agree to these terms and to our Privacy Policy and our Cookies Policy.

C. OUR ROLE AS AGENT

Wash Doctors provides the Platform and customer support service. We do not provide Jobs. We act as disclosed agent for each Service Provider. When you place an order we are authorised by the Service Provider to conclude the contract for the Job on the Service Provider’s behalf and to collect payment as their agent. The Service Provider is the supplier of the Job and is solely responsible for performing it with reasonable skill and care. We will provide the Platform and our customer support service with reasonable skill and care.

D. DEFINITIONS

Accepted Order means an Order that has been accepted by a Service Provider
Business Customer means a customer that is not a Consumer
Consumer means an individual acting for purposes that are wholly or mainly outside their trade, business, craft or profession
Customer Support means our customer service team
Job means the service carried out by a Service Provider which may include valeting, detailing, mobile cosmetic repair, mobile mechanical diagnosis and repair and any related work
Order means your order for a Job placed through the Platform
Order Email means the email you receive acknowledging that we have received your Order
Order Queue means the queue in which Orders wait to be accepted by a Service Provider
Platform means the Wash Doctors website and mobile applications
Service Provider means an independent provider of services who uses the Platform, including valeters, detailers, mobile repair technicians and mobile mechanics
Service Provider Areas means the geographic areas where Service Providers are available, as shown on the Platform

E. ACCESS TO THE PLATFORM

You are responsible for making all arrangements necessary for you to access the Platform and for ensuring that anyone who accesses the Platform through your internet connection knows these terms and complies with them.

We try to ensure the Platform is available at all times, however availability is not guaranteed. We may suspend, withdraw or restrict the availability of all or any part of the Platform for business or operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.

F. PLACING AN ORDER

Availability. Service Providers are only available in the Service Provider Areas. If your postcode is outside those areas the Platform will tell you and you will not be able to place an Order.
How the contract is formed. When you place an Order through the Platform it is sent to the Order Queue for a Service Provider to accept. You will receive an Order Email. When a Service Provider accepts your Order you will receive a confirmation email the Confirmation Email. The contract for the Job is formed between you and the Service Provider when the Confirmation Email is sent.
Your details. You must give us accurate contact details and the correct location of the vehicle or item to be worked on. The Service Provider and Customer Support will rely on those details to contact you and to locate the vehicle or item.
Amending or cancelling before acceptance. You can cancel or amend your Order at any time before it becomes an Accepted Order. If you cancel in that window you will receive a full refund.
After acceptance. Once the Order becomes an Accepted Order any change or cancellation will be at the discretion of the Service Provider. If the Service Provider cannot accommodate your request we will cancel the Order and you can place a new one.
Estimated arrival and completion times. Any times shown on the Platform are estimates. Neither we nor the Service Providers guarantee that a Job will be started or completed within an estimated time.

G. PRICES, VAT, DISCOUNTS, COMMISSION AND PAYMENT

Total price to you. The price you see at checkout is the total amount payable for the Job. If a Service Provider is VAT registered that price includes VAT at the prevailing rate. If a Service Provider is not VAT registered no VAT is chargeable on the Job price.
VAT invoices for the Job. Wash Doctors is not the supplier of the Job and cannot issue a VAT invoice for the Job price. If you require a VAT invoice for the Job you must request it from the Service Provider. We will facilitate that request through Customer Support. If the Service Provider is not VAT registered they cannot issue a VAT invoice and we will notify you of that.
Our commission and VAT. Wash Doctors charges the Service Provider a commission for use of the Platform and for customer support. That commission is subject to VAT. We invoice the Service Provider for our commission and VAT. We do not charge you a separate consumer facing commission unless we say so clearly at checkout.
Prices. Prices for Jobs are shown on the Platform. They can change at any time but will not affect an Order that already has a Confirmation Email, except in the case of an obvious pricing error. If there is an obvious error we will contact you promptly and you may cancel.
Who sets the price. Service Providers agree to provide Jobs at the prices listed on the Platform. Any discount or voucher that is applied is funded by Wash Doctors and does not change what the Service Provider receives for the Accepted Order unless the Service Provider agreed otherwise in writing.
Discounts, codes and gift vouchers. The rules in Schedule 2 apply.
Payment processing. We use Stripe to process all payments. When you place an Order your card may be pre authorised for the Order amount. We take payment as agent for the Service Provider. Your payment to us discharges your payment obligation to the Service Provider.
Card payment delays and chargebacks. Sometimes card processing takes time. In the event of a cancellation your bank may take up to ten business days to release funds. If you dispute a transaction with your card issuer we will review the evidence from you and from the Service Provider and we will communicate with Stripe and your bank as needed.
Failure to present the payment card. We can cancel an Order if the customer fails to present the card used for payment when we reasonably request it for fraud prevention or verification.

H. CONSUMER CANCELLATION RIGHTS UNDER THE CONSUMER CONTRACTS REGULATIONS

Fourteen day cooling off period. If you are a Consumer you normally have fourteen days to cancel a distance contract. When you book an on demand or scheduled Job to take place during that period you expressly request that the Job begins before the end of the cancellation period and you acknowledge that you will lose your cancellation right once the Job has been fully performed.
If you cancel after the Service Provider has started. You must pay for the proportion of the Job that has already been provided. We will refund the balance.
Model cancellation form. A form you can use is set out in Schedule 1.

I. SERVICE STANDARDS, CATEGORY RESPONSIBILITIES, SURCHARGES AND LATE JOBS

Statutory rights preserved. Nothing in these terms affects your statutory rights. Consumers are entitled to Jobs being performed with reasonable skill and care, within a reasonable time and at a reasonable price if not agreed. Remedies include repeat performance and price reduction under the Consumer Rights Act 2015.
Wash Doctors warranty. We provide the Platform and Customer Support with reasonable skill and care.
Service Provider warranty. Each Service Provider is solely responsible for its Job and warrants to Consumers that it will be performed with reasonable skill and care. For Business Customers the Service Provider’s contractual obligations are as agreed between you and the Service Provider, subject to mandatory law.
Category specific responsibilities.
a. Valeting and detailing. The Service Provider must take reasonable care to avoid damage to paintwork, trim and interiors. The Service Provider will explain before starting any Job what level of correction is realistic. Heavily oxidised or degraded finishes may not be restorable.
b. Mobile repair technicians for cosmetic bodywork, alloy wheels, glass and similar. The Service Provider must follow applicable industry standards and manufacturer specifications for the repair, must disclose any limitations of mobile repairs, and must explain any warranty that applies to the repair.
c. Mobile mechanics. The Service Provider must carry out diagnosis and repairs in line with applicable industry standards and manufacturer specifications where available, must ensure that safety critical work such as brakes, steering and suspension is completed by competent personnel, and must not return a vehicle to you if it is in a dangerous condition without clearly warning you in writing. The Service Provider must tell you in advance what warranty applies to parts and labour and must pass on any manufacturer warranty on parts.
d. Environmental and legal compliance. All Service Providers must handle, store and dispose of water, chemicals, oils, filters, tyres and other waste in accordance with law and must hold any permits or registrations that are legally required for their activities.
e. Insurance. Each Service Provider must maintain appropriate insurance cover. As a minimum public liability insurance with a limit of not less than one million pounds for any one occurrence. Service Providers who provide diagnostic advice or mechanical repair should also maintain professional indemnity or equivalent cover at a level appropriate to their work. Evidence of insurance must be provided on request.
Excessively dirty vehicles or additional work. The Service Provider may refuse to complete a Job or may request an adjusted price after inspection. Any surcharge must be agreed with you. The fee table in Schedule 3 applies where relevant.
Revoking acceptance before arrival. A Service Provider may revoke acceptance of an Order before arriving at your vehicle in reasonable circumstances, for example illness, family emergency, serious transport issue, extreme weather or technical issues. Customer Support will contact you and the Order will be placed back in the Order Queue.
Inability to locate vehicle or obtain access. If the Service Provider cannot locate your vehicle or cannot obtain access and has taken reasonable steps to contact you using the details you provided, the Service Provider may leave after fifteen minutes. Customer Support will then contact you and the no show fees in Schedule 3 may apply.
Late Jobs. A Job is late if the Service Provider does not arrive within the agreed arrival window for an advance booking or if an on demand Job is not completed within the latest estimated completion time shown in the Order confirmation. You will be entitled to an appropriate price reduction unless the delay is caused by an event outside the Service Provider’s or our control, for example severe weather, accidents, road closures, or your failure to provide access.
Complaints, disputes, refunds and chargebacks. If you are dissatisfied with a Job please contact Customer Support within forty eight hours of being notified of completion. We will review the evidence from you and from the Service Provider, make a fair decision and coordinate any resolution including with the Service Provider’s insurer where relevant. Our internal process is summarised in Schedule 4.

J. REVIEWS AND USER CONTENT

You are responsible for anything you post. Anything you post, upload or transmit on the Platform is non confidential. You promise you own or control the rights in what you post.
Licence. You grant us a non exclusive transferable sublicensable royalty free licence to use copy modify translate publish and display your content for the purpose of operating and improving the Platform and promoting the services.
Prohibited content. You must not post anything that breaches any law, is unlawful or fraudulent, contains advertising that you are not authorised to place, contains viruses or any harmful programs, is defamatory or offensive, infringes intellectual property rights, breaches a legal duty owed to another person, gives the impression it comes from us, promotes discrimination, illegal activity or violence, or impersonates another person.
Our right to remove. We may remove or edit any content that we reasonably consider to breach these terms or that may expose us or any third party to harm or liability.
Notice and take down. If you believe your rights are infringed by any content on the Platform please contact Customer Support with details and we will act promptly.

K. DATA PROTECTION

We process personal data in accordance with our Privacy Policy. We act as controller of your account data. We share your contact and booking details with Service Providers so they can perform the Job. We also use your details to send booking updates, reminders and to request feedback. You can control your marketing preferences at any time. The transmission of information via the internet is not completely secure. Although we take steps required by law to protect your information, we cannot guarantee security of your data transmitted to the Platform. Any transmission is at your own risk.

L. LIABILITY

Nothing excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded under applicable law.
Liability of Wash Doctors to Consumers. For Consumers our total aggregate liability to you arising out of or in connection with the Platform and these terms, whether in contract, tort including negligence, breach of statutory duty or otherwise, shall not exceed the higher of one hundred pounds and the total Platform fees you have paid to Wash Doctors in the twelve months before the event giving rise to the claim. We are not liable for the Job itself because we act only as agent. Nothing in this clause limits your statutory rights against the Service Provider.
Liability of Wash Doctors to Business Customers. For Business Customers our total aggregate liability to you arising out of or in connection with the Platform and these terms, whether in contract, tort including negligence, breach of statutory duty or otherwise, shall not exceed the total fees you have paid to Wash Doctors for Platform services in the twelve months before the event giving rise to the claim. We shall not be liable for loss of profits, sales, business or revenue, loss of business opportunity, loss of anticipated savings, loss or corruption of data, loss of goodwill or any indirect or consequential loss.
Liability of Service Providers. Each Service Provider is responsible for its own Jobs and must maintain insurance as set out in section I 4 e. Evidence of that insurance will be provided on request.
Additional costs. You are responsible for any additional or associated costs you incur as a result of using the Platform, including any costs relating to equipment, software or data.

M. TERMINATION AND SUSPENSION

We may suspend or terminate your right to use the Platform immediately by giving written notice if you breach these terms, if you post prohibited content, or if we reasonably believe your use presents a risk to us, a Service Provider or another user. On termination you must stop using the Platform and destroy any copies of materials you have downloaded or printed.

N. GOVERNING LAW AND JURISDICTION

These terms and any non contractual obligations arising out of or in connection with them are governed by English law. You and we agree that the courts of England and Wales will have exclusive jurisdiction. If you are a Consumer and live in Scotland or Northern Ireland you can bring legal proceedings in your local courts.

O. CHANGES TO THESE TERMS

We can change these terms at any time. If we make a material change we will notify registered users by email or in account message at least thirty days before the change takes effect, unless the change is required by law or relates to a new product or feature. If you keep using the Platform after the change takes effect you accept the updated terms.

P. OTHER IMPORTANT TERMS

Severability. If any part of these terms is found by a competent authority to be invalid, unlawful or unenforceable, that part will be severed and the rest will continue in full force.
Assignment. You may not transfer any of your rights or obligations under these terms without our prior written consent. We may transfer our rights and obligations under these terms to an affiliate or to a purchaser of our business.
No waiver. If we do not insist that you perform any of your obligations under these terms, or if we do not enforce our rights, or delay in doing so, that does not mean we have waived our rights and it does not mean you do not have to comply.
Third party rights. Except for Service Providers in relation to payment of Job charges and for any party to whom we assign our rights, no person other than you and us has any rights under the Contracts Rights of Third Parties Act 1999 to enforce any of these terms.
Entire agreement. These terms and any document expressly referred to in them are the entire agreement between you and us in relation to the Platform. You acknowledge that you have not relied on any statement, promise or representation that is not set out in these terms.
Headings. Headings are for convenience only and do not affect interpretation.
Notices. We will contact you by email or by SMS to the details you gave us, or by messaging inside your account. You can contact Customer Support using the details at the end of these terms.
Survival. Sections relating to liability, payment, VAT and tax, intellectual property, reviews and user content, governing law and jurisdiction and any other provisions which by their nature should survive, will survive termination.

Q. VAT AND TAX

Our status for VAT. Wash Doctors Ltd is VAT registered. We charge VAT on our commission and other platform fees that we charge to Service Providers. We do not generally charge VAT on the Job price because the Job is supplied by the Service Provider. Whether VAT is chargeable on the Job price depends on the VAT status of the Service Provider.
Prices shown to customers. Prices displayed to customers on the Platform are shown as tax inclusive where applicable. Where the Service Provider is VAT registered, the Job price the customer pays will include VAT and the Service Provider will account for that VAT. Where the Service Provider is not VAT registered, no VAT is due on the Job price.
VAT receipts for customers. If you require a VAT invoice or VAT receipt for the Job price you must request it from the Service Provider, not from Wash Doctors. We will provide a receipt for the total amount you have paid which covers the payment we processed as agent, however that receipt is not a VAT invoice for the Job price. We will facilitate passing your request to the Service Provider. The Service Provider must provide a valid VAT invoice if they are VAT registered.
Service Provider obligations. Each Service Provider is responsible for determining its own VAT status, for setting Job prices on the correct basis and for issuing VAT invoices to customers where required. Each Service Provider warrants to us and to customers that the VAT information it supplies to the Platform is accurate and undertakes to update it promptly if it changes. Service Providers agree to indemnify Wash Doctors against any loss, liability, cost or claim arising from their failure to account correctly for VAT.
Business customers. If you are a business customer and you need a VAT invoice for any commission or platform fees charged by Wash Doctors, we will provide this on request.
Other taxes. Service Providers are solely responsible for all other taxes that apply to the Jobs they perform, including income tax, corporation tax and national insurance. Nothing in these terms creates an employment relationship between Wash Doctors and any Service Provider.

R. ADDITIONAL TERMS FOR BUSINESS CUSTOMERS

Fitness for purpose. For business customers there are no implied terms as to fitness for purpose or satisfactory quality in relation to the Platform, to the fullest extent permitted by law.
Limitation of liability to business customers. The limitation set out in section L 3 applies. In addition, you agree that our total aggregate liability for loss of or damage to tangible property of business customers shall not exceed 100,000 pounds.
Priority. If there is any conflict between this section and any other section of these terms, this section will prevail for business customers.

S. CONTACT DETAILS FOR CUSTOMER SUPPORT

Email: [email protected]
Live chat: available through the Platform
Phone: [insert number]
Registered office: Whitchurch Business Centre Corser House, Green End, Shropshire, SY13 1AD

SCHEDULE 1. MODEL CANCELLATION FORM FOR CONSUMERS

Complete and return this form only if you wish to cancel your contract during the statutory cancellation period.

To: Wash Doctors Ltd, Whitchurch Business Centre Corser House, Green End, Shropshire, SY13 1AD, email: [email protected]

I hereby give notice that I cancel my contract for the supply of a Job booked through the Platform.

Ordered on: [date]
Name of consumer: [name]
Address of consumer: [address]
Email address used to book: [email]
Order reference: [reference]
Signature of consumer only if this form is notified on paper
Date: [date]

SCHEDULE 2. DISCOUNTS, CODES AND GIFT VOUCHERS

Eligibility. Unless stated otherwise, discounts, codes and vouchers are only for the first Order of a new customer. A new customer is someone who registers, books a Job and enters the specified code at checkout.
One per person. Only one discount, code or voucher can be redeemed per Order and each discount, code or voucher can only be used once per person.
No cash alternative. Discounts, codes and vouchers cannot be exchanged for cash, have no monetary value and cannot be transferred.
Not combinable. Discounts, codes and vouchers cannot be used in conjunction with any other Wash Doctors offer unless we expressly say so.
Expiry. Unless stated otherwise, discounts and codes must be redeemed within one calendar month of being issued. Gift vouchers expire 12 months after purchase if no expiry date is stated on the voucher.
Credit based service gestures. We may issue credits to your account on a customer service basis. Credits must be used in a single Order and cannot be carried over.
Cancelled Orders. If an Order that used a discount or code is cancelled, the code will be invalidated on that account. New customer codes cannot be re used.
Fraud and misuse. We reserve the right to take reasonable action to protect against fraudulent or invalid redemptions, including requiring identity verification and closing accounts. Attempts to game the system using bulk entries, scripts, masked IP addresses or by using multiple identities will invalidate the Order and may result in account closure.
Liability. By redeeming a discount, code or voucher you release Wash Doctors from any liability in connection with the campaign except for death or personal injury caused by our negligence, fraud or any other liability that cannot be excluded by law.
Data. We will use your personal data for administering your Order and as otherwise set out in our Privacy Policy.

SCHEDULE 3. FEE TABLE FOR NO SHOWS AND ACCESS FAILURES

No show before any work has started, where the Service Provider has taken reasonable steps to contact you and waited at least 15 minutes: you will be charged a no show fee of 15 pounds.
Exterior Job completed, interior Job not possible due to inability to access the vehicle after reasonable attempts to contact you: you will be charged the price of the exterior Job plus an access failure fee of 10 pounds.
Excessively dirty vehicles and surcharges: where a Service Provider reasonably considers that the vehicle condition requires materially more time or materials than the Job level booked, they may request an adjusted price. If you do not agree, the Service Provider may refuse to proceed and you will receive a refund of any amount you have paid, less any charges for work already completed.
Waiting time beyond 15 minutes where the delay is caused by you: the Service Provider may charge 10 pounds per additional 15 minute block or part of it.

SCHEDULE 4. COMPLAINTS, REFUNDS AND CHARGEBACK PROCESS

Raise your complaint. Contact Customer Support within 48 hours of being notified that your Job is complete. Provide your Order reference, photos and a clear description of the issue.
Evidence collection. We will obtain evidence from the Service Provider, including photos taken before, during and after the Job and any technician notes.
Triage. We will assess whether the issue is service level, quality, delay, damage, or billing.
Proposed resolution. We will propose one or more of the following: repeat performance, partial refund, full refund, or referral to the Service Provider insurer. For business customers we may also propose a service credit.
Decision and payment. We will make a fair decision based on the evidence and notify you. If a refund is due we will process it promptly. Your bank may take up to ten business days to return funds.
Chargebacks. If you raise a chargeback with your card issuer, we will continue to manage the dispute through Stripe. We will share evidence with the card issuer. This does not limit your statutory rights.

SCHEDULE 5. CATEGORY SPECIFIC SERVICE PROVIDER RESPONSIBILITIES AND WARRANTIES

The following apply in addition to the general responsibilities in the main terms. Nothing in this schedule limits statutory rights.

A. Valeters and Detailers

They will use reasonable skill and care and appropriate products and techniques for the vehicle surfaces.
They will not apply products that are unsuitable for the vehicle for example they will not polish matte paint or wrap finishes.
They will take before and after photos to evidence condition and work done.
They are not responsible for pre existing defects or damage that could not reasonably have been identified prior to the Job.
Any paint correction, machine polishing or ceramic coating work should state the expected level of correction and any limitations clearly in the Job description.

B. Mobile Repair Technicians for example smart repairs, alloy refurbishment, paintwork

They warrant their workmanship for 12 months from completion except for fair wear and tear or damage caused by subsequent impacts.
They will use parts and materials that meet industry standards and will state clearly if any part is reconditioned or non original.
They will comply with all environmental and waste disposal obligations and will be responsible for any permits required.
They will provide you with an itemised invoice for parts and labour on request and a VAT invoice if VAT registered.

C. Mobile Mechanics

They warrant their workmanship for 12 months or 12,000 miles whichever occurs first unless a longer warranty is stated.
They will use parts that meet the manufacturer specification or higher unless you agree otherwise. If non original parts are used this will be made clear.
They will follow manufacturer service schedules and torque settings where applicable, will road test the vehicle where safe and will complete and sign any service record where appropriate.
They will provide you with itemised parts and labour invoices on request and a VAT invoice if VAT registered.
They remain responsible for any safety critical work and must hold appropriate motor trade insurance.
They must not do anything that invalidates your manufacturer warranty without your informed consent.

SCHEDULE 6. UPDATED DEFINITIONS TO REPLACE EARLIER DEFINITIONSAccepted Order means an Order that has been accepted by a Service Provider.
Business Customer means a customer that is not a Consumer.
Consumer means an individual acting for purposes that are wholly or mainly outside their trade, business, craft or profession.
Customer Support means our customer service team.
Job means the service performed by a Service Provider that you book through the Platform, including but not limited to valeting, detailing, mobile repair work and mobile mechanical work.
Order means your order for a Job placed through the Platform.
Order Email means the email you receive acknowledging that we have received your Order.
Order Queue means the queue in which Orders wait to be accepted by a Service Provider.
Platform means the Wash Doctors website and mobile applications.
Service Areas means the geographic areas where Service Providers are available, as shown on the Platform from time to time.
Service Provider means an independent provider of services who uses the Platform, including but not limited to valeters, detailers, mobile repair technicians and mobile mechanics.