Damage Claim Policy
1. Overview
This Policy explains how PinWash handles reports of vehicle damage allegedly caused during a wash. Operators are required to take before-and-after photographs of every vehicle. Our review process uses this evidence alongside evidence submitted by the Customer.
2. How to Report Damage
2.1 Time Limit
Damage must be reported through the PinWash App within 24 hours of the wash being marked as complete. We cannot investigate reports made after this time.
2.2 How to Submit
Open the App, go to your Wash History, select the completed wash, tap Report Damage, upload clear photographs of the damage, describe the damage and identify the affected area, and submit.
2.3 Required Information
Your report must include clear photographs of the alleged damage, a description of the damage, identification of the damaged area, and confirmation the damage was not present before the wash.
3. Review Process
We acknowledge your report within 1 business day and review in good faith using all available evidence including Operator before-and-after photographs, your submitted photographs, Operator account of events, wash timestamps, and any other relevant information. We communicate the outcome within 5 business days. This does not affect any statutory rights you may have.
4. Damage We Investigate
We investigate claims where damage is alleged to have been directly caused by the Operator during the wash, such as scratches caused by improper technique, damage to exterior trim or mirrors, or damage caused by inappropriate cleaning products.
5. Damage We Are Not Responsible For
- Pre-existing damage present before the wash began
- Normal wear and tear
- Mechanical or electrical faults unrelated to the wash
- Interior damage where no interior service was requested
- Damage caused by unsafe or unsuitable vehicle condition
- Damage caused by inaccurate vehicle location provided by the Customer
- Damage caused by unsafe parking conditions at the location you selected
- Damage caused by Customer-provided instructions
- Damage not directly and causally linked to the wash service
6. Operator Photography
Operators are required to take before-and-after photographs of every vehicle. These are your primary evidence in any claim. If an Operator fails to take required photographs, we note this in our review. Absence of Operator photographs does not automatically validate a claim but is taken into account.
7. Disputes and Appeals
If you are not satisfied with the outcome, contact support@pinwash.co within 14 days with any additional evidence. Nothing in this Policy limits your statutory rights under applicable consumer law.
8. Consumer Rights
This Policy does not limit your rights under applicable consumer protection law. You may contact the relevant consumer protection authority in your country of residence.
9. Contact
Email: support@pinwash.co
Website: pinwash.co