Customer Terms of Service
Note: Fields marked [•] will be completed upon company registration before publication.
1. Introduction and Who We Are
These Customer Terms of Service (“Terms”) govern your use of the PinWash platform as a customer booking car wash services.
PinWash is operated by [Legal Company Name], a company registered in [Cyprus] under registration number [•], with registered office at [•]. VAT number: [•]. Trading name: PinWash.
Email: support@pinwash.co · Website: pinwash.co
By downloading, accessing, or using the PinWash mobile application (“App”) or website at pinwash.co (“Website”), you agree to be bound by these Terms. If you do not agree, do not use the Platform.
If you are an Operator providing car wash services, please refer to the separate Operator Agreement.
2. Definitions
- Platform: The PinWash App and Website collectively.
- Customer / You: Any registered user who books a car wash through the Platform.
- Operator: An independent contractor who provides car washing services through the Platform.
- Zone: A designated geographic parking area where car wash services are available.
- Wash: A single car wash service booking and completion.
- Purchased Balance: Real money funds added to your in-app wallet through payment.
- Bonus Balance: Complimentary credits awarded through promotions or referrals.
- Balance: The total of your Purchased Balance and Bonus Balance.
3. Eligibility
To use PinWash as a Customer you must be at least 18 years of age, have legal capacity to enter into a binding contract, provide accurate and complete registration information, have a valid payment method, and own or have authorisation to use the vehicle being washed.
4. Account Registration
4.1 Accurate Information
You must register with accurate, current, and complete information and keep it up to date.
4.2 Account Security
You are responsible for keeping your account credentials confidential. Notify us immediately at support@pinwash.co of any suspected unauthorised access.
4.3 One Account
You may only maintain one active Customer account. Creating multiple accounts is prohibited and may result in all accounts being suspended.
5. The PinWash Service
5.1 Platform Role
PinWash is a technology platform that connects Customers with independent Operators. PinWash is not a car washing company and does not employ Operators. The car wash service is provided by the Operator, not by PinWash.
5.2 Service Availability
Services are available only within active Zones. Zone availability depends on whether active Operators are present. We do not guarantee service availability at any specific time or location.
5.3 Booking Process
To book a wash: open the App and locate an active Zone near your parked vehicle, select your registered vehicle, drop a pin at your vehicle’s exact location, review the price and confirm the booking. You will have 5 minutes to confirm the booking once placed.
5.4 Service Limitations
An Operator may decline or stop a wash where your vehicle is inaccessible, the parking location is unsafe or illegal, building or site rules prohibit mobile car washing, environmental or wastewater regulations prevent the wash, weather makes the wash unsafe, or the vehicle cannot be identified at the location provided.
5.5 Your Responsibility for Location
You are responsible for ensuring that mobile car washing is permitted at the vehicle location and that the Operator has lawful and practical access to the vehicle. PinWash is not responsible for fines, towing, parking charges, building penalties, or access restrictions arising from the location you select.
5.6 Apple App Store and Google Play
If you downloaded the App from the Apple App Store or Google Play, you acknowledge that Apple and Google are not parties to these Terms and are not responsible for the Platform or services provided through it.
6. Pricing and Payment
6.1 Current Prices
Wash prices vary by region and vehicle size. Current prices are displayed in the App before booking confirmation. Prices may be higher during periods of high demand (surge pricing).
6.2 In-App Balance
All payments for washes are made from your in-app Balance. References to amounts being “returned to your Purchased Balance” mean the funds are credited back to your in-app wallet — this is not a refund to your payment card unless you separately request one under Section 7.
6.3 Top-Up
You may add funds to your Purchased Balance using a valid payment method. Payments are processed securely by Stripe. We do not store your full card number, CVV, or banking credentials.
6.4 Bonus Balance
Bonus Balance expires 90 days after being credited unless otherwise stated. It has no cash value, cannot be withdrawn or transferred, and is not refundable.
6.5 EU Consumer Withdrawal Rights
If you are a consumer in the European Union, by booking a wash you expressly request and consent to the service beginning before any applicable 14-day withdrawal period expires. You acknowledge that once the wash has been fully performed, you may lose your right of withdrawal in respect of that completed service, to the extent permitted by applicable law.
6.6 Chargebacks and Fraud
If a payment is reversed or charged back without valid justification, we may suspend your account, deduct the reversed amount from your Balance, cancel associated bonuses, and take steps to recover losses subject to applicable law.
7. Cancellations and Refunds
7.1 Before Operator Assignment
You may cancel before an Operator accepts without charge. The wash amount will be credited back to your Purchased Balance in the App. This is not a refund to your payment card.
7.2 After Operator Assignment
A cancellation fee may apply if you cancel after an Operator has accepted and started travelling. Any fee will be clearly shown before you confirm the cancellation.
7.3 Unused Purchased Balance
Unused Purchased Balance may be refunded to your original payment method on request. Contact support@pinwash.co. Refunds are normally processed within 5 to 10 business days.
7.4 No-Shows
If your vehicle is not accessible when the Operator arrives, the wash amount may not be refunded. Repeated no-shows may result in account restrictions.
8. Vehicle Information
You must provide accurate vehicle information. Vehicle size is locked once confirmed to prevent price manipulation. Pre-existing damage, mechanical faults, or unusual vehicle conditions are your responsibility to disclose.
9. Damage Claims
9.1 Reporting
Report damage within 24 hours of the wash being marked complete through the App. See our Damage Claim Policy for full details.
9.2 Review
We review all claims in good faith using before-and-after photographs and available evidence. We respond within 5 business days.
9.3 Exclusions
We are not responsible for pre-existing damage, normal wear and tear, mechanical or electrical faults, interior damage where no interior service was requested, or damage not directly caused by the wash.
9.4 Consumer Rights
Nothing in these Terms limits or excludes any mandatory rights you have under applicable consumer law.
10. Photographs
Before-and-after photographs taken by Operators may include your vehicle, licence plate, location surroundings, and visible vehicle condition. These are used for service verification, quality control, and dispute resolution. See our Privacy Policy for details.
11. Ratings
Rate your experience honestly after each wash. Fraudulent or abusive ratings may be removed.
12. Referral Program
Refer new users using your unique referral code. Three qualifying referrals each completing a minimum top-up earn you a Bonus Balance reward as described in the App. Self-referrals and manipulation of the referral system are prohibited and will result in forfeiture of rewards.
13. Prohibited Conduct
You agree not to use the Platform for unlawful purposes, create false bookings, harass Operators, manipulate pricing or ratings, create multiple accounts, reverse engineer the Platform, or use automated tools to interact with it.
14. Intellectual Property
The PinWash name, logo, App, Website, and all content are our intellectual property. You may not use, copy, or reproduce any of these without our prior written permission.
15. Privacy
Your use of the Platform is subject to our Privacy Policy.
16. Limitation of Liability
The Platform is provided on an “as is” basis. To the maximum extent permitted by law, we are not liable for indirect, incidental, or consequential damages. Nothing in these Terms limits or excludes any rights you have as a consumer under applicable law that cannot be limited or excluded.
17. Termination
You may close your account by contacting support@pinwash.co. Unused Purchased Balance may be refunded on request. We may suspend or terminate accounts for violations of these Terms.
18. Governing Law and Disputes
These Terms are governed by the laws of the Republic of Cyprus. If you are a consumer in the EU, you may also bring proceedings in your country of residence. Consumers may contact the competent consumer protection authority or any applicable alternative dispute resolution body available in their country of residence.
19. Changes to These Terms
We will notify you of material changes at least 14 days before they take effect through the App or by email. Continued use after changes take effect constitutes acceptance.
20. Contact
Email: support@pinwash.co
Website: pinwash.co