Terms of Service
Last updated: 5 October 2026
Detail by Charlie is operated by Charlie Phung, ABN 76 179 340 873.
These terms explain our booking, payment and service arrangements, and your rights when booking with Detail by Charlie.
1 Services and studio appointments
Detail by Charlie provides a range of car detailing services from our home studio.
The services included in your booking are those described for your selected service on our website at the time of booking, or in a quote agreed with you. Any subsequent changes to the work or price require your approval before we proceed.
Appointments generally involve dropping off your vehicle and collecting it after the service is completed, unless otherwise agreed. Please bring your vehicle to the studio location agreed for your booking at the scheduled time. Contact us as soon as possible if you expect to arrive late.
We will provide an estimated completion time and notify you when your vehicle is ready for collection. Completion times may vary depending on the vehicle's condition and any additional work you approve.
Results depend on the vehicle's condition and the service booked. We will discuss any significant limitations with you before proceeding with the affected work.
We may decline or stop work if the vehicle's condition makes the service unsafe or unsuitable. We will explain the reason and discuss the next steps, including any payment or refund for work not performed.
2 Bookings deposits and cancellations
A deposit is required to secure your appointment. The amount varies by service and will be clearly disclosed before you confirm your booking. Your deposit is deducted from the total service price.
Your booking is confirmed once we have received your deposit and sent your booking confirmation.
Cancelling your booking
If you cancel at least 24 hours before your scheduled appointment, we will refund your deposit in full.
If you cancel less than 24 hours before your appointment, or do not attend, we may retain some or all of your deposit to cover reasonable cancellation costs or losses. Any amount retained will not exceed the deposit paid.
Rescheduling your booking
If you request to reschedule at least 24 hours before your appointment, your deposit will transfer to the new booking. Requests made with less than 24 hours' notice are subject to the cancellation provisions above.
Changes made by us
If we need to cancel or reschedule your appointment before work begins, including because weather prevents us from working safely, you may choose an alternative appointment or a refund of your deposit.
Nothing in this section limits your rights under Australian Consumer Law.
3 Pricing and payment
All prices are in Australian dollars (AUD). Prices described as starting prices may vary according to vehicle size, condition and the work required. Displayed prices include applicable taxes and unavoidable fees.
We will discuss any proposed additional charges and obtain your approval before carrying out additional work.
Payment of the remaining balance is due upon completion of the service unless otherwise agreed. We accept cash, debit and credit cards, and bank transfer. Card payments are processed through Square.
4 Vehicle preparation and existing condition
By booking, you confirm that you own the vehicle or are authorised to approve work on it.
Please tell us about any known damage, defects, previous repairs or other conditions that may affect the service. Remove personal belongings before drop-off.
Some stains, scratches, odours or other defects may remain after detailing, depending on the vehicle's condition and the service booked. We will discuss significant limitations we identify before proceeding with the affected work. This does not limit your consumer rights or any specific result we have agreed to provide.
5 Our responsibility and your consumer rights
We carry out our services with due care and skill and take reasonable steps to avoid causing damage to your vehicle.
We are not responsible for pre-existing damage or wear that we did not cause or worsen. Cleaning may reveal existing scratches, stains or defects that were previously less visible.
If you believe we have caused damage during a service, please contact us promptly so we can investigate and discuss an appropriate resolution.
Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy under Australian Consumer Law or any other law that cannot lawfully be excluded, restricted or modified.
6 Satisfaction complaints and refunds
If you have concerns about your service, please contact us as soon as possible, preferably within 24 hours of completion. Include your booking details and a description of the issue, with photos where helpful.
We will review your concerns and discuss an appropriate resolution. Depending on the circumstances and your rights under Australian Consumer Law, this may include further work to resolve the issue, a refund or another remedy.
We do not offer refunds simply for a change of mind after the agreed service has been completed.
The requested 24-hour reporting period does not limit your rights under Australian Consumer Law.
Card refunds processed through Square may take up to 14 business days from the date we initiate the refund to appear in your account, depending on Square and your bank's processing times.
7 Privacy
Our Privacy Policy explains how we collect, use and handle personal information, including our use of vehicle photos and videos.
8 Updates and governing law
We may update these terms from time to time. Updated terms apply to bookings made after the updated version is published. Existing bookings remain subject to the terms accepted when the booking was made, unless a change is agreed with you or required by law.
These terms are governed by the laws of Victoria, Australia, including applicable Australian consumer laws.
9 Contact and acceptance
For questions, cancellations, rescheduling requests or concerns, contact us through our website contact page.
By confirming a booking after these terms have been made available to you, you agree to these Terms of Service.