Refund Policy

Cancellation Refunds

More than 2 hours before the scheduled start, cancelling a paid booking returns the full payment. At 2 hours or less, before work starts, the cancellation fee is 50% of the discounted service price, including extras and vehicle surcharge and excluding tips and taxes. The remainder is refunded. Review the exact amounts before confirming. See the Cancellation policy.

If payment completes after an unpaid booking was cancelled, that payment is returned in full; payment does not restore the cancelled appointment. RabbitWash may need staff review to resolve an unexpected payment or provider error.

Service Not Provided Or Payment Errors

Contact support if no Rabbit arrived, RabbitWash could not fulfil the service, or you believe you were charged twice. Staff review the booking and payment records. An unfulfilled booking caused by provider failure qualifies for replacement service or a full refund. A confirmed duplicate payment is returned. A later fee waiver returns only the additional amount owed after earlier refunds.

Satisfaction Guarantee: Free Fix

Satisfaction guarantee: if you are not happy with your wash, ask for a free fix within 48 hours after the wash and a Rabbit comes back to re-wash what was missed, free of charge. One free fix per job; it covers the package and add-ons you booked, not new services.

To ask for your free fix, tap “Not happy? Request a free fix” on the finished wash in My Garage, or email support@rabbitwash.com with your booking reference and what still needs doing. Requests made more than 48 hours after the wash go to our team to decide.

• When: for 48 hours after the wash.
• How often: one free fix per job.
• What it covers: what was in the package and add-ons you booked. A free fix does not add new services.
• Price: free. Your card is not charged for the free fix.

Quality Concerns And Damage

Open the booking and select Report a problem. The in-app form requires a description and 1–3 supporting photos. If you cannot supply photos or use the form, email support@rabbitwash.com with your booking reference and a description of the issue. Report concerns promptly so staff can compare your report with the job record, before-and-after photos and completion sign-off.

Staff review the service performed, any missed items and the evidence before deciding the remedy. A partial refund may be appropriate for an unperformed extra or incomplete work; more substantial problems may justify a full refund or another agreed remedy. Reporting an issue does not itself authorize or settle a refund. We do not promise a fixed response or decision time.

Completion sign-off records the handover; it does not waive your ability to report a problem. There is no automatic loss of applicable consumer rights after 24 hours. Pre-existing damage and the cause of any new damage are assessed from the available evidence.

Where The Money Goes

Refundable card payments are returned through the original payment provider to the original payment method. Refunds cannot exceed the amount paid, and promotional discounts are not cash paid. RabbitWash does not keep a stored credit balance. If staff offer a single-use credit code as a remedy, it is separate from any card refund, is tied to your account and has no cash value.

Tips are a separate payment made after the service. A tip is not refunded automatically when the service is refunded, and it cannot be changed or refunded in the app. If a tip was charged by mistake or twice, contact support and staff will review it.

An appointment refund does not automatically cancel a monthly plan or authorize a refund of all subscription payments. To stop future renewals, open your plan and select Cancel at period end. Contact support about billing errors or disputed service.

If a monthly renewal visit cannot be booked at your usual day and time, that visit is cancelled and a refund of that month's payment is requested.

Processing And Status

Your booking distinguishes a refund request from money actually returned. Pending means processing is still outstanding. Needs review means staff must resolve a payment-provider issue. Successful processing means the provider has recorded the refund; bank posting can take longer.

Stripe advises that card refunds typically appear in approximately 5–10 business days, depending on your bank. This is an estimate, not a guaranteed arrival date. Some refunds appear as a reversal of the original charge. Provider or bank problems can delay a refund.

If you need help, email support@rabbitwash.com with the booking reference and relevant payment details. Do not send full card numbers. Nothing in this policy limits rights that applicable law gives you.