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:

How can I get in touch with you?

Do you cover my postcode?

How can I make a booking?

What vehicles do you valet?

Prices quoted on our online booking tool are valid for vehicles with a maximum of seven seats.

They do not apply to vehicles which are not cars. Your quote might need to be readjusted if your vehicle has more than seven seats or is a bigger vehicle (van, camper van, caravan, motorhome, etc).

Our products are car-safe, but not food-safe. As such, our valeting options DO NOT include any living quarters in motorhomes, camper vans, HGVs, etc.

We are not able to valet the cargo area of vans.

For health and safety reasons, our representatives are not allowed on ladders. As such, the roof of tall vehicles would not be valeted.

If you want a quote for a vehicle that is not a car, or has more than seven seats, please email [email protected]

What does it mean when my booking shows as “Enquired”?

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.

Do you need access to water and electricity?

Do I need to empty my car before you come?

What to do if my valeter is late?

What happens if it rains?

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.

How do I pay for my valet?

How can I cancel my booking?

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.

What are your cancellation fees?

What is the best package to remove mould?

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.

For Aftercare information, please refer to the FAQ: "What aftercare do you recommend after a seat shampoo?"

What is the best package to remove scratches?

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. This means that, by hand, we are only able to polish off scratches which are not deeper than the clear coat of paint.

We also currently offer a machine polish service in some locations of the UK and Ireland. You can find our detailing service list by clicking here

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.

What is the best package to remove spilled paint?

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.

What is the best package to remove spilled milk?

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.

What is the best package to remove the smell of smoke?

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.

What aftercare do you recommend after a seat shampoo?

Please note, our shampoo is carried out with extraction hoovers.

Aftercare would be just as important as the valet itself - driving the car and keeping it ventilated after the valet would be paramount.

We do not carry heaters or driers, this means that the seats and upholstery which are shampooed would be left damp after the valet.

We strongly recommend keeping your car in light and with air running through, you can do this by leaving the windows open or driving the car with the heaters on, these steps would be most important to ensure the interior of your car dries quicker.

Please be aware that condensation and moisture left inside a car can lead to several problems including mould.

How to redeem a voucher?

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.

Where should I park my car?

How do I redeem my Blue Light card holder freebie?

Do you have Terms and Conditions?

How can I request a refund?

Our office team processes refunds once a week. Should you prefer to request a refund earlier, please email us at [email protected] with your name, postcode and the date of the cancelled appointment and a member of our team will process your refund in the next 24 hours.

Should you prefer to keep your credit to use against another appointment, please book a new appointment and select the "Pay Later" option at check-out. Email us at [email protected] and we will make sure the payment is transferred to your new appointment, Any outstanding balance will need to be paid on the day of the appointment

How can I request a receipt?

If you paid for your appointment online at check-out, please email [email protected] and we will email you a detailed receipt in the next 24 hours.

If you paid for your appointment on the day directly with the operator, you will need to request a receipt directly from them. Should you not have their details, please email us at [email protected]

Please note that the majority of our technicians are not subject to VAT. This means they can only issue a detailed receipt to you.

If you are booked with an operator who is subject to VAT, they will issue a VAT receipt.

Can you provide a VAT receipt?

If you have made an online payment with Fresh Car, please email [email protected] to obtain a card receipt.

For all methods of payment, and once the appointment has taken place, an itemised receipt can be obtained from the franchisee who carried out the work.

Please note that not all our operatives are subject to VAT. The itemised receipt will show the appropriate VAT rate depending on who the franchisee was that completed your appointment.

Can I change my Car Club payment frequency or membership type?

I got a new car. What happens with my Car Club membership?

Car Club - I changed my registration but it's the same car. Is this OK?

Car Club - Can I use another operator?

Am I eligible to join the Car Club?

I need to update my bank details, how can I do this?

Can I pause my Car Club membership?

Is the Car Club a contract?