Odour Removal Service Guarantee
Prepared for:
Definition Detailing Limited
and its appointed Franchisees
Prepared by:
Benjamin Davenport-Lewis
Head of Legal
Definition Detailing Limited
bd-lewis@definition-detailing.co.uk
RegisteredOffice:
Office 51, 33 Great George Street, Leeds
West Yorkshire LS1 3AJ
Version 1.1
Effective 1 March 2025
At Definition Detailing, we are committed to achieving complete and lasting odour removal using advanced ozone purification and deep-cleaning processes.
Our Lifetime Odour Removal Guarantee provides ongoing reassurance that the specific odour treated will not return - for as long as you own your vehicle.
This guarantee is a reflection of our confidence in our methods and our commitment to customer satisfaction.
1. Scope of Guarantee
This guarantee applies exclusively to vehicles that have undergone a full odour removal service by Definition Detailing, including ozone treatment and any necessary deep-cleaning or extraction stages. We guarantee that the specific odour originally treated will not return under the same conditions for as long as the vehicle remains in your ownership. If the odour returns and is determined to relate to the original source, we will re-treat the vehicle free of charge, using our ozone purification process and any supporting methods deemed appropriate by our technicians. There is no limit to the number of re-treatments provided while you remain the owner of the vehicle.
2. What is Covered
This guarantee covers the removal of odours resulting from: Organic and biological sources, such as tobacco smoke, pets, food or drink spills, mould, or bodily fluids. Decomposition, mildew, or general stale air from long-term neglect. Water ingress that has been professionally rectified prior to treatment.
The guarantee covers both interior and boot areas, as well as air spaces within the cabin that are accessible to ozone circulation.
3. What is Not Covered
The guarantee does not cover: Any new odours or recontamination occurring after the initial treatment (e.g. new smoking, further spills, pet transport, damp ingress, or other introduced sources). Odours emanating from inaccessible or sealed areas such as seat foam cores, headlining insulation, underfloor cavities, or HVAC systems that cannot be reached by ozone. Situations where no identifiable source remains and the perceived odour is subjective (human sensitivity to residual scent varies). Vehicles that have undergone significant interior changes or re-trimming after the original treatment. Odours caused by chemical off-gassing (e.g. new plastics, adhesives, or cleaning agents) which are not organic in nature.
4. Our Process
Each odour removal treatment is carried out using a combination of: Deep-cleaning and extraction (as required). Drying and ventilation of the cabin and materials. Controlled ozone generation to neutralise airborne and surface-bound organic molecules. Post-treatment airing and inspection by a Definition Detailing technician. Customers are encouraged to attend vehicle handover to verify satisfaction before completion is recorded.
5. Making a Claim
If you believe the original odour has returned: Contact your nearest Definition Detailing branch or franchisee. We will arrange an inspection to confirm whether the odour relates to the original source. If confirmed, we will re-treat the vehicle free of charge using ozone and any required cleaning methods. Re-treatments must be booked during standard operating hours and are subject to availability. Proof of ownership or the original treatment record may be required.
6. Duration and Transferability
This guarantee remains valid for the lifetime of your ownership of the vehicle.
It is non-transferable and automatically terminates upon sale, transfer, or disposal of the vehicle.
7. Limit of Liability
Definition Detailing’s obligation under this guarantee is limited strictly to the re-treatment of the affected vehicle.
We are not liable for: Any financial loss, refund, or compensation. Secondary odour sources, staining, or damage unrelated to the original contamination. Any indirect, consequential, or incidental costs (including vehicle downtime or inconvenience). Definition Detailing’s determination as to whether an odour qualifies for re-treatment is final.
8. Additional Notes
Ozone treatment effectiveness depends on vehicle condition, air circulation, and temperature at the time of service. Vehicles must remain sealed during treatment to ensure proper ozone concentration. Customers should not re-enter the vehicle until instructed by staff, as ozone exposure can be harmful prior to dissipation. Re-treatments will use the same or improved ozone processes; method selection is at our discretion. This guarantee is provided as a goodwill gesture and demonstration of confidence in our process. It does not affect your statutory rights under UK law.
Cancellation Policy
In Brief:
At Definition Detailing, we understand that sometimes plans change. We always do our best to be flexible, but as a small business with a full diary, short-notice cancellations can have a big impact on our team and franchisees.
To keep things fair to both our customers and our technicians, the following cancellation policy applies to all bookings, regardless of how they are made:
Cancellations made more than 7 days before the booking: No charge.
Cancellations made within 7 days of the booking: 50% of the total booking value will be charged.
Cancellations made within 24 hours of the booking (or no-shows): 100% of the total booking value will be charged.
If a deposit has been taken, it will be non-refundable but deducted from any cancellation fee due.
Any waiver or reduction of these charges is entirely at the discretion of Definition Detailing Limited or the appointed franchisee.
If we ever have to cancel a booking - for example, due to severe weather, illness, or operational reasons - you won’t be charged, and we’ll always do our best to rearrange your appointment at a convenient time.
Thank you for your understanding and support - policies like this help us protect our technicians’ time and continue providing a premium service.
Formal Version:
Prepared For:
Definition Detailing Limited
and its appointed Franchisees
Prepared by:
Benjamin Davenport-Lewis
Head of Legal
Definition Detailing Limited
bd-lewis@definition-detailing.co.uk
RegisteredOffice:
Office 51, 33 Great George Street, Leeds
West Yorkshire LS1 3AJ
Version 2.3
Effective 1 March 2025
1. Scope of Application
This Cancellation Policy applies to all mobile valeting and detailing services provided by Definition Detailing Limited and its appointed franchisees (“the Company”), including but not limited to maintenance valets, deep cleans, paint correction, ceramic coatings, odour removal, and all other vehicle cleaning and detailing services (“the Services”).
2. Customer Cancellations
2.1. The Customer may cancel a booking by providing written or verbal notice to the Company or relevant franchisee.
2.2. Where a booking is cancelled:
a) More than seven (7) calendar days before the scheduled Service — no cancellation fee shall apply.
b) Within seven (7) calendar days of the scheduled Service — the Customer shall be liable for fifty percent (50%) of the total booking value.
c) Within twenty-four (24) hours of the scheduled Service or where the Customer fails to attend or make the vehicle available (“no-show”) — the Customer shall be liable for one hundred percent (100%) of the total booking value.
3. Deposits
3.1. The Company may, at its sole discretion, require a deposit at the time of booking.
3.2. Any deposit taken is non-refundable, save where the Company elects to cancel the Service under clause 5.
3.3. Any deposit paid shall be offset against any cancellation fee due under clause 2.
4. Rescheduling and Discretion
4.1. Any request to reschedule a booking shall be treated as a cancellation and re-booking unless otherwise agreed by the Company.
4.2. The Company reserves the right, at its absolute discretion, to waive or reduce any cancellation fee on a case-by-case basis.
5. Cancellations by the Company
5.1. If the Company is unable to perform the Service due to operational, safety, or weather-related reasons, no cancellation fee shall be payable by the Customer.
5.2. The Company will make reasonable efforts to rearrange the booking at a mutually convenient time.
6. Payment of Cancellation Fees
6.1. Where a cancellation fee becomes payable, the Company may issue an invoice for the relevant amount, due within seven (7) days of issue.
6.2. Failure to pay such invoice may result in the suspension of future bookings and, where necessary, recovery action.
7. Application Across Booking Channels
This policy applies equally to all bookings, whether made directly with the Company, through a franchisee, via the Company’s website, social media, or any third-party platform.
8. General Provisions
The Company reserves the right to amend this Cancellation Policy at any time without prior notice. The version in force at the time of booking shall apply.
Cancellation Policy
Prepared For:
Definition Detailing Limited
and its appointed Franchisees
Prepared by:
Benjamin Davenport-Lewis
Head of Legal
Definition Detailing Limited
bd-lewis@definition-detailing.co.uk
RegisteredOffice:
Office 51, 33 Great George Street, Leeds
West Yorkshire LS1 3AJ
Version 4.7
Effective 27 March 2024
These Terms and Conditions constitute a legally binding agreement between the Customer and the service provider operating under the Definition Detailing brand.
Definitions and Interpretation
1.1 In these Terms and Conditions, unless the context otherwise requires:
“Brand Owner” means Definition Detailing Limited.
“Franchisee” means an independently owned business authorised by the Brand Owner to operate under the Definition Detailing brand.
“Service Provider” means either:
a) the Brand Owner; or
b) an authorised Franchisee, as applicable to the Services provided.
“Company” means the Service Provider responsible for carrying out the Services and, where the context so requires, the Brand Owner.
“Customer” means any individual or legal entity purchasing or receiving Services.
“Services” means any mobile valeting, detailing, paint correction, ceramic coating, protective treatment, subscription service, fleet service, or related vehicle care services.
“Vehicle” means the vehicle presented by the Customer for Services.
“Booking” means any confirmed appointment, whether made online, by telephone, electronically, or in person.
1.2 Headings are for convenience only and shall not affect interpretation.
1.3 References to legislation include all amendments, re enactments, and subordinate legislation.
2. Formation and Scope of Contract
2.1 A Booking constitutes an offer by the Customer to enter into a contract for Services.
2.2 A binding contract is formed when:
a) the Booking is confirmed; or
b) the Services commence;
whichever occurs first.
2.3 Services may be provided either by the Brand Owner or by an authorised Franchisee. Where Services are provided by a Franchisee, the contract for Services is between the Customer and that Franchisee.
2.4 These Terms and Conditions apply equally to Services carried out by the Brand Owner and by authorised Franchisees.
3. Brand Owner Rights, Enforcement, and Intervention
3.1 The Brand Owner is the sole owner of the Definition Detailing brand, goodwill, intellectual property, and reputation.
3.2 The Brand Owner reserves the unrestricted right to intervene in any matter arising from Services provided under the Definition Detailing brand where it considers such intervention necessary or desirable, including but not limited to:
a) handling, reviewing, or responding to complaints
b) corresponding directly with Customers
c) issuing legal or pre legal correspondence
d) enforcing these Terms and Conditions
e) protecting the brand, goodwill, and reputation
3.3 The Brand Owner may take such action in its own name and or on behalf of a Franchisee, including the pursuit or defence of legal proceedings.
3.4 Any intervention by the Brand Owner shall not:
a) create an agency relationship
b) transfer contractual liability
c) constitute an assumption of responsibility for the underlying Services
unless expressly confirmed in writing.
3.5 To the extent permitted by law, any determination made by the Brand Owner following intervention shall be final.
4. Description and Limitations of Services
4.1 Services are limited to those expressly agreed at the time of Booking.
4.2 No guarantee is given that Services will:
a) remove all defects or contamination
b) restore the Vehicle to a new condition
c) permanently correct defects
4.3 Outcomes may vary due to factors including Vehicle age, condition, prior repairs, material degradation, and previous treatments.
5. Pricing and Variations
5.1 Prices are calculated based on information provided by the Customer and visible inspection.
5.2 The Company reserves the right to revise pricing where the Vehicle’s condition materially differs from that described at the time of Booking.
5.3 Where revised pricing is declined, the Company may cease Services and charge for work completed.
6. Deposits
6.1 Deposits may be required at the Company’s discretion for any Service.
6.2 Deposit terms will be communicated at the time of Booking and form part of this contract.
7. Payment Terms
7.1 Payment is due on completion of Services or on the same calendar day.
7.2 Failure to make payment constitutes a material breach of contract.
7.3 The Company may charge statutory interest and recover reasonable enforcement costs pursuant to the Late Payment of Commercial Debts (Interest) Act 1998 where applicable.
8. Cancellations and Non Attendance
8.1 Cancellations are governed by the Company’s separate Cancellation Policy, which is incorporated by reference.
8.2 Failure to provide access to the Vehicle at the agreed time may be treated as a cancellation or no show.
9. Customer Obligations and Warranties
9.1 The Customer warrants that:
a) they have authority to present the Vehicle
b) the Vehicle is safe and legal to work on
c) all relevant defects, modifications, and fragile components have been disclosed
9.2 The Customer indemnifies the Company against losses arising from breach of these warranties.
10. Vehicle Condition and Pre Existing Damage
10.1 Vehicles may contain latent or hidden defects.
10.2 Cleaning and detailing may reveal pre existing damage.
10.3 The Company shall not be liable for:
a) pre existing damage
b) deterioration due to age or wear
c) failure of weakened or degraded components
This allocation of risk reflects established principles including Thompson v T Lohan (Plant Hire) Ltd and is consistent with reasonable industry practice.
11. Limitation of Liability
11.1 Services are provided with reasonable care and skill in accordance with the Consumer Rights Act 2015.
11.2 To the maximum extent permitted by law, the total liability of the Company arising from the Services is limited to the value of the Service provided.
11.3 The Company shall not be liable for indirect or consequential loss including loss of profit, loss of use, loss of enjoyment, or diminution in value.
11.4 Nothing in these Terms limits liability for death or personal injury caused by negligence or for fraud.
12. Complaints Procedure
12.1 Any complaint must be raised:
a) before the operator leaves site; or
b) within 48 hours of completion of the Services.
12.2 Complaints must be submitted with sufficient detail to allow investigation and inspection.
12.3 The Company must be afforded a reasonable opportunity to inspect the Vehicle and remedy any valid issue.
12.4 Where a complaint is escalated to the Brand Owner, the Brand Owner may conduct its own review and issue a final determination, subject to statutory rights.
13. Reviews, Public Statements, and Reputation Protection
13.1 The Company supports fair, accurate, and proportionate feedback.
13.2 The Customer agrees that any public review or statement must be truthful, not misleading, and based on complete and accurate facts, consistent with the Defamation Act 2013.
13.3 The Customer must complete the complaints procedure and allow a minimum period of 14 days following final response before publishing any public review or commentary.
13.4 Reviews or statements published:
a) without completing the complaints process
b) containing false or misleading information
c) omitting material facts
may be treated as misleading representations.
13.5 The Brand Owner reserves the right to:
a) submit evidence to review platforms
b) seek removal, correction, or annotation
c) issue legal correspondence
d) pursue legal remedies
Such action may be taken in the Brand Owner’s own name and or on behalf of the Service Provider.
13.6 The Customer shall indemnify the Company and the Brand Owner against losses arising from knowingly false or misleading public statements.
14. Chargebacks and Payment Reversals
14.1 Chargebacks or payment reversals initiated without engaging the complaints process may constitute a breach of contract.
14.2 The Company reserves the right to recover reasonable administrative and recovery costs incurred in responding to such actions.
15. Refunds
15.1 Services already provided are non refundable except where required by law.
15.2 Any refund shall be proportionate to the affected element of the Service.
16. Force Majeure
16.1 The Company shall not be liable for failure or delay caused by events beyond reasonable control, including adverse weather, equipment failure, illness, or supply disruption.
17. Entire Agreement
17.1 These Terms constitute the entire agreement between the parties.
17.2 No reliance is placed on representations not expressly set out herein, consistent with AXA Sun Life Services plc v Campbell Martin Ltd.
18. Severability
18.1 If any provision is found unenforceable, the remaining provisions shall remain in full force.
19. Governing Law and Jurisdiction
19.1 These Terms are governed by the laws of England and Wales.
19.2 The courts of England and Wales shall have exclusive jurisdiction.
