Legal

Service Policy

Effective August 15, 2026

This policy sets out what you can expect from a Top Drive Detailing appointment, what detailing can and cannot realistically achieve, and exactly what to do if something is not right. It forms part of our Terms of Service.

What is included

Each package on our website lists exactly what it includes, and the price you see is the price for that work. Add-ons are priced individually and shown before you book.

Some services are included at no charge on higher tiers — for example steam cleaning, shampoo and extraction, interior trim dressing and salt stain removal are included in Executive Interior. The booking page shows what is included on the tier you select.

If something you expected is not on the list, ask before booking rather than assuming. We would rather answer the question than disappoint you on the day.

What detailing can realistically do

We are careful not to promise outcomes we cannot control. Honest expectations, set before the work:

• Paint. Machine polish improves gloss and reduces light swirling. Paint correction reduces or removes swirls and scratches to the extent the paint safely allows. Neither can remove damage that has gone through the clear coat, and no process can add paint back to a panel.
• Coatings. Ceramic coatings and sealants provide chemical, UV and water-repellency protection and make washing far easier. They are not physical armour: they do not prevent rock chips, scratches, dents or impact damage.
• Interiors. Most dirt, staining and odour improves dramatically. Dye transfer, sun-faded plastics, burns, cracked leather, and stains that have been set for a long time may not fully reverse.
• Odour. Ozone and steam treatment neutralise most odours. Smoke and pet odour deeply absorbed into foam, headliners and ventilation can persist or return.
• Older vehicles. Aged trim, perished seals, oxidised paint and previous repairs limit what is achievable, and are more fragile under normal detailing processes.

Where the outcome is uncertain, the technician will tell you before starting, not after.

Pre-existing conditions

Before work begins we record your vehicle's visible condition with you, using a diagram and photographs, and you sign that record.

A walkaround is visual and non-invasive. Dirt, water, snow, poor light and previous repairs all hide defects. A defect that only becomes visible once the vehicle is clean is still a pre-existing defect, not damage we caused.

Please look at the record properly and correct anything that is wrong before you sign it. That record is what both of us rely on afterwards.

Areas we deliberately leave alone

• We do not open or clean inside the glove box.
• Wherever belongings, cash or loose change are sitting, we leave that area untouched rather than move your property.
• We do not apply dressing to pedals or driver controls, because dressing makes them slippery.
• We do not clean engine bays or remove wheels unless you ask for it, because that work can expose problems that were not visible beforehand. It is available as an add-on on any package, and engine bay cleaning is included as standard in The Ultimate Package — where booking the package is itself the request. Either way the technician will point out anything the work uncovers.

If you would like any of these areas done, tell the technician on site.

Before you drive away

Please check that every floor mat is properly seated, dry and not slippery before driving. If a mat feels slick or sits incorrectly, take it out, do not drive with it fitted, and tell us so we can correct it.

Ceramic coatings need curing time. The technician will tell you how long to keep the vehicle dry and when it is safe to wash it. Following that advice is necessary for the coating to perform.

Weather, timing and conditions

Working around the weather is part of what a mobile detailer does. Interior work, exterior work, paint correction and ceramic coating are all carried out in rain, snow and cold, using shelter, heating and controlled-environment equipment appropriate to the job. We could not offer a mobile service through a Canadian winter otherwise.

We will move an appointment only for genuinely severe conditions that make outdoor work unsafe or the result unachievable: thunderstorm or lightning, tornado, hurricane or comparable windstorm, blizzard, or ice storm. Heat and humidity are not severe conditions for this purpose.

That call is ours, made by the attending technician on the basis of safety and of what the work requires. If we make it, nothing is charged to you. If you make it against our judgement, the Payment Policy sets out what follows.

Time estimates on our website are estimates. A vehicle in heavier condition than expected takes longer. We would rather run long and do it properly than rush.

If you are not happy with the work

Tell the technician before they leave the site. That is by far the easiest moment to fix anything — they are there, the equipment is out, and most concerns take minutes to resolve.

If you notice something after we have gone, contact us the same day and in any event within 48 hours, at 647-453-1299 or info@topdrivedetailing.com, with photographs.

Where a cleaning result falls short of what the package should deliver, we will return and re-perform the affected part of the service at no charge, at a mutually convenient time, provided the vehicle has not been used in a way that changes its condition in the meantime.

This is a re-performance commitment, not an automatic right to a refund. Refunds are considered where re-performance is not practical or not appropriate.

Damage claims

If you believe we damaged your vehicle, tell the technician before they leave, or contact us the same day and no later than 24 hours after the appointment, with photographs of the specific area.

Detailing-related damage is visible immediately. The 24-hour window exists so we can inspect while the evidence is fresh and compare against the signed condition record — which is the fairest process for both sides.

Please give us a reasonable opportunity to inspect the vehicle before arranging any third-party repair. We may decline responsibility for repair costs incurred without that opportunity.

We investigate every claim in good faith. Where we are responsible, we will arrange repair, re-perform the work, or provide a credit or refund, at our reasonable option. Where the signed condition record shows the issue was pre-existing, we will show you that record.

Our overall liability is limited as set out in the Limitation of liability section of the Terms of Service.

Things outside our control

We are not responsible for:

• pre-existing, hidden or previously repaired conditions, including thin or repaired paint, failing clear coat, rust, oxidation, brittle trim, loose badges, aftermarket tint or wrap, and worn seals;
• defects that only become visible once a surface is clean;
• problems revealed rather than caused by ordinary cleaning, such as a leak that was always there;
• money, valuables or personal belongings left in or around the vehicle;
• the condition of the property where we work, and loss or damage there arising from or contributed to by its existing condition, including driveways and paving, drainage, garages and garage doors, taps and plumbing, outlets, circuits and wiring, fences, gates and landscaping. You choose the location and you are responsible for it; the full clause is The property where we work.

Our commitment

We are both here in good faith. Our job is to do the work you asked for and hand your vehicle back better than we found it.

If anything does not look right, tell us straight away. We would far rather put it right than argue about it.