Every clean is backed, fairly — for you and your detailer.

1. Report within 24 hours

Once a booking is marked completed you have 24 hours to report a quality issue. After that the guarantee normally expires. If there is a genuine issue that could not reasonably have been spotted within 24 hours, Gleam may still review it at its discretion.

2. Evidence is required

Every claim must include:

• Photos or videos of the issue
• Your booking number
• A clear description of what went wrong — for example, "The interior was supposed to be fully cleaned but there is still visible dirt on the rear seats."

3. Your detailer gets the first chance to fix it

If a claim looks legitimate, Gleam contacts the detailer and they get the opportunity to re-clean the affected area free of charge. Detailers have 72 hours to arrange the re-clean, subject to reasonable availability. A refund is only considered where a re-clean isn't practical.

4. Only the booked service is covered

The guarantee applies to the specific service purchased and the service description shown at checkout. If you booked an exterior wash, interior work is not covered.

5. Pre-existing damage isn't covered

Damage, stains, scratches, dents, paint defects, worn leather, fading or similar conditions that existed before the detailer arrived are not covered, unless the detailer caused or worsened them. Your detailer's before photos are used to establish the vehicle's condition on arrival.

6. Weather

Mobile detailing depends on conditions. In heavy rain, snow, extreme weather or unsafe working conditions the detailer may reschedule rather than be penalised. If you choose to go ahead with an outdoor service in unsuitable conditions, the guarantee cannot promise a result the weather makes impossible.

7. Reasonable access

The guarantee does not apply where:

• You weren't present or available when required
• The vehicle wasn't at the agreed location
• The detailer couldn't access the vehicle
• The vehicle was significantly different from the booking description
• Required water, electricity or access wasn't provided where the service explicitly needs it

8. Extremely dirty vehicles

Results depend on the vehicle's initial condition and the service purchased. A standard clean is not expected to achieve a deep-clean result. Where extra work is needed, your detailer will ask for your approval of any additional charge before carrying it out.

9. No guarantee of permanent results

The guarantee covers the quality of the service at the time it is performed — not how long the result lasts.

10. Customer-caused problems

Anything that happens after the clean — spills, new dirt, weather, normal use — is not covered.