Terms & Conditions

1About Our Services

ProGloss provides mobile and doorstep vehicle cleaning and detailing services at locations within our designated service areas.

Services may include exterior cleaning, interior cleaning, detailing, and other vehicle-care services offered by ProGloss from time to time.

The exact services included in a booking or subscription are those stated on the ProGloss website, booking system, quotation, invoice, or other applicable service description.

ProGloss reserves the right to determine whether a vehicle is suitable for a particular cleaning method based on its condition, level of contamination, location, and other relevant circumstances.

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2Bookings

Customers are responsible for providing accurate information when making a booking, including:

- Customer name and contact information - Vehicle make and model - Vehicle location - Preferred date and time - Any relevant access or parking instructions - Any information regarding special conditions affecting the vehicle

A booking is considered confirmed only when ProGloss has accepted the booking through its booking system, WhatsApp, telephone, website, or another authorised channel.

ProGloss may contact the Customer to confirm or modify a booking where reasonably necessary.

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3Vehicle Accessibility

The Customer must ensure that the vehicle is accessible at the agreed date, time, and location.

If the vehicle is unavailable, inaccessible, blocked, parked in an unsuitable location, or cannot legally or safely be serviced, ProGloss may:

- Ask the Customer to make the vehicle accessible; - Wait for a reasonable period; - Reschedule the service; or - Treat the booking as a missed appointment where the circumstances justify it.

The Customer is responsible for ensuring that ProGloss personnel are permitted to access the relevant parking area or community.

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4Community, Building & Security Restrictions

ProGloss operates in accordance with applicable community, building, parking, security, and property-management rules.

Where a community, building, security team, landlord, property manager, or other authorised party prohibits or restricts vehicle cleaning, ProGloss may be required to cancel or reschedule the service.

ProGloss shall not be responsible for delays or inability to provide a service caused by restrictions imposed by third parties.

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5Vehicle Condition & Pre-Existing Damage

The Customer is responsible for informing ProGloss of any known pre-existing damage or defects before the service begins.

This includes, but is not limited to:

- Scratches - Dents - Paint damage - Peeling or damaged paint - Clear-coat deterioration - Cracked or damaged glass - Loose trim - Damaged mirrors - Damaged lights - Loose badges or accessories - Damaged or deteriorated interior components - Existing mechanical or electrical faults - Previous accident or repair damage

ProGloss is not responsible for pre-existing damage or for deterioration that becomes noticeable during or after the cleaning process.

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6Vehicle Damage Caused During Service

ProGloss takes reasonable care when providing its services.

If proven negligence by ProGloss personnel directly causes physical damage to the Customer's vehicle during the provision of the service, ProGloss will assess the claim and, where liability is established, its liability shall be limited to the actual verified repair cost or AED 1,000, whichever is lower, subject to applicable law.

This provision applies only to direct physical damage established to have been caused by ProGloss personnel during the service.

It does not apply to:

- Pre-existing damage; - Normal wear and tear; - Existing scratches, dents or paint defects; - Previously repaired or repainted areas; - Loose, defective, brittle or deteriorated vehicle components; - Aftermarket modifications or accessories; - Damage caused by defective installation; - Mechanical or electrical faults; - Damage resulting from the condition of the vehicle; or - Damage unrelated to the ProGloss service.

Any claim must be reported to ProGloss as soon as reasonably possible after the service.

ProGloss may require photographs, an inspection, repair estimates, invoices, or other reasonable evidence before determining whether a claim is valid.

Nothing in these Terms is intended to exclude or limit liability that cannot legally be excluded or limited under applicable law.

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7Personal Belongings & Valuables

Customers are responsible for removing all valuables and personal belongings from their vehicles before the vehicle is handed over for interior cleaning.

This includes, without limitation:

- Cash - Jewellery - Watches - Mobile phones - Laptops and tablets - Wallets - Passports and identification documents - Business documents - Electronic devices - Bags - Collectibles - Other valuable or personal items

ProGloss will not be responsible for the loss, theft, disappearance, or damage of valuables or personal belongings left inside the vehicle during the cleaning service, to the extent permitted by applicable law.

Customers are strongly advised to remove all valuables before the service begins.

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8Personal Documents & Sensitive Information

Customers should remove or secure personal documents, confidential information, keys, access cards, identification documents, and other sensitive materials before the vehicle is serviced.

ProGloss is not responsible for items or information left unsecured inside the vehicle, except to the extent liability cannot legally be excluded.

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9Interior Cleaning

Before interior cleaning, Customers should remove loose personal belongings and unnecessary items from the vehicle.

ProGloss will make reasonable efforts to clean the interior carefully.

However, ProGloss does not guarantee the complete removal of:

- Permanent stains - Deep stains - Paint or chemical marks - Strong odours - Pet hair - Food residue - Mould - Mildew - Embedded dirt - Damage caused by spills - Burns - Permanent discoloration - Other contamination that cannot reasonably be removed through the selected service

Specialist cleaning or additional treatment may be recommended and may incur an additional charge.

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10Child Seats & Installed Equipment

Customers should remove child seats, personal equipment, loose accessories, and other removable items before interior cleaning where practical.

ProGloss personnel will not normally dismantle or reinstall child seats, vehicle components, electrical equipment, or specialist accessories unless this service has been specifically agreed in advance.

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11Exterior Cleaning

ProGloss uses cleaning methods and products intended for vehicle surfaces.

However, certain existing conditions may affect the final result, including:

- Heavily oxidised paint - Faded paint - Peeling clear coat - Poor-quality repainting - Damaged paint - Existing scratches - Embedded contamination - Tar or industrial residue - Tree sap - Cement or construction residue - Loose stickers or decals - Damaged vehicle wraps - Previously applied coatings

ProGloss does not guarantee that every mark or contaminant can be completely removed.

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12Waterless / Low-Water Cleaning

Where ProGloss provides a waterless or low-water cleaning service, the service is intended for vehicles and contamination levels suitable for that cleaning method.

If the vehicle contains excessive mud, sand, gravel, construction material, or other contamination that could make the selected cleaning method unsuitable or potentially harmful to the vehicle surface, ProGloss may:

- Recommend an alternative service; - Charge an additional fee where additional treatment is required; - Reschedule the service; or - Decline to perform the service.

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13Subscription Plans

ProGloss may offer recurring or prepaid vehicle-care subscription plans.

The services, number of washes, interior cleaning services, price, duration, and other benefits included in each subscription are those stated on the ProGloss website or applicable subscription agreement at the time of purchase.

Current subscription packages may include different levels of exterior and interior services.

A subscription does not guarantee unlimited service unless the specific plan expressly states otherwise.

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14Subscription Validity

Subscription services must be used during the applicable subscription period.

Unless expressly stated otherwise:

- Unused services do not automatically carry forward to the next subscription period. - Unused services cannot be exchanged for cash. - Unused services cannot be transferred to another person without ProGloss's approval. - Subscription benefits cannot be converted into a cash refund.

ProGloss may, at its discretion, allow unused services to be carried forward in exceptional circumstances.

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15Multiple Vehicles Under a Subscription

Where a subscription permits more than one vehicle to be serviced, all vehicles must be registered with ProGloss.

The Customer must provide the vehicle details requested by ProGloss.

ProGloss may refuse to service an unregistered vehicle until the vehicle has been added to the Customer's account.

Any restrictions concerning the number of vehicles or services per vehicle will be stated in the applicable subscription plan.

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16Booking Subscription Services

Subscription customers are required to book their services through the booking channels made available by ProGloss.

Subscription customers are subject to the same vehicle-access, community, security, safety, and cancellation requirements applicable to individual bookings.

A subscription does not guarantee a particular appointment time unless specifically confirmed by ProGloss.

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17Cancellation & Rescheduling

Customers should provide reasonable notice when cancelling or rescheduling a booking.

Repeated late cancellations, missed appointments, or failure to make the vehicle available may result in:

- The booking being treated as a used service; - A rebooking fee; - Suspension of booking privileges; or - Other reasonable action in accordance with the applicable subscription or booking terms.

ProGloss will consider genuine exceptional circumstances on a case-by-case basis.

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18Weather & Environmental Conditions

ProGloss may postpone or reschedule an exterior service because of:

- Rain; - Sandstorms; - Severe weather; - Excessive dust or environmental contamination; - Unsafe working conditions; or - Other circumstances that could compromise the safety or quality of the service.

Where reasonably possible, ProGloss will offer an alternative appointment.

Weather-related rescheduling will not ordinarily be treated as a cancellation by the Customer.

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19Payment

All prices for ProGloss services will be communicated through the applicable booking, website, subscription page, quotation, invoice, or other authorised ProGloss channel.

Prices are stated in UAE Dirhams unless otherwise indicated.

Customers are responsible for paying the applicable amount through the payment methods accepted by ProGloss.

Where applicable, additional services requested by the Customer may incur additional charges.

ProGloss reserves the right to suspend services where payment remains outstanding.

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20Promotions & Discounts

Promotional offers, discounts, introductory offers, free trials, referral offers, and other promotions may be subject to separate conditions.

Unless expressly stated otherwise:

- Promotions cannot be combined with other offers; - Promotions have no cash value; - ProGloss may impose eligibility requirements; and - Promotional terms may include expiry dates or usage limitations.

ProGloss reserves the right to withdraw or modify promotional offers in accordance with applicable law.

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21Free Trial / Complimentary Services

Where ProGloss offers a free or complimentary wash, trial service, inspection, or other promotional service, the service is subject to availability and the applicable promotional conditions.

A free or complimentary service does not create an obligation for ProGloss to provide future services unless the Customer subsequently purchases a subscription or other service.

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22Service Quality & Complaints

ProGloss aims to provide services to a professional standard.

If a Customer is dissatisfied with the service, the Customer should contact ProGloss promptly and provide details of the concern.

Where appropriate, ProGloss may inspect the vehicle and determine whether a correction or re-service is appropriate.

Customers should not arrange third-party repairs for alleged ProGloss damage before ProGloss has had a reasonable opportunity to inspect the vehicle, except where immediate action is reasonably necessary to prevent further damage.

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23Staff Safety & Conduct

ProGloss is committed to maintaining a safe and respectful working environment.

Customers must not:

- Threaten or abuse ProGloss personnel; - Engage in harassment; - Intentionally interfere with the service; - Request staff to perform unsafe activities; - Ask staff to violate community or security rules; or - Require staff to work in conditions that present a reasonable safety risk.

ProGloss may discontinue a service where staff safety is reasonably compromised.

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24Refusal or Suspension of Service

ProGloss reserves the right to refuse, suspend, or discontinue a service where reasonably necessary, including where:

- The vehicle presents a safety risk; - The vehicle cannot be safely accessed; - The vehicle requires specialist treatment outside the booked service; - The service would violate applicable rules; - Required payment has not been made; - The Customer behaves abusively or threatens staff; or - Circumstances outside ProGloss's reasonable control prevent the service.

Where appropriate, ProGloss will explain the reason for cancellation or suspension.

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25Third-Party Accessories & Modifications

ProGloss is not responsible for damage or malfunction associated with aftermarket or third-party products installed on the vehicle where such damage or malfunction results from pre-existing defects, deterioration, improper installation, or the inherent condition of the product.

This may include:

- Vehicle wraps; - Ceramic coatings; - Window films; - Stickers; - Decals; - Dash cameras; - Sensors; - Custom lighting; - Aftermarket trim; - Modified body parts; and - Other aftermarket equipment.

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26Photographs & Vehicle Condition Records

ProGloss may photograph a vehicle before, during, or after a service for legitimate business purposes such as:

- Recording vehicle condition; - Documenting pre-existing damage; - Verifying service completion; - Investigating complaints; - Quality control; and - Internal service records.

Where photographs are intended for public marketing or advertising purposes, ProGloss will obtain any consent required under applicable law.

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27Website Information

ProGloss aims to ensure that information published on its website is accurate and up to date.

However, service descriptions, prices, availability, promotions, packages, and other information may occasionally change.

ProGloss reserves the right to correct errors and update website information.

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28Intellectual Property

All ProGloss trademarks, logos, names, website content, graphics, photographs, videos, designs, text, and other materials are owned by or licensed to ProGloss unless otherwise stated.

No part of the ProGloss website may be reproduced, copied, distributed, modified, or commercially used without prior written permission, except where permitted by applicable law.

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29Privacy

ProGloss may collect and process Customer information necessary to provide bookings, subscriptions, payments, customer support, service records, and other legitimate business functions.

Customer information will be handled in accordance with ProGloss's applicable Privacy Policy and UAE data-protection requirements.

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30Limitation of Liability

To the maximum extent permitted by applicable law, ProGloss shall not be liable for indirect, incidental, special, consequential, or business losses arising from the use of its services.

Nothing in these Terms shall:

- Exclude liability that cannot legally be excluded; - Remove rights provided to consumers by applicable law; or - Prevent a Customer from exercising any statutory rights available to them.

For vehicle damage directly caused by proven negligence of ProGloss personnel during a service, the specific liability provision in Section 6 shall apply, subject to applicable law.

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31Events Beyond Our Control

ProGloss shall not be responsible for delays, cancellations, or inability to perform a service caused by circumstances beyond its reasonable control.

These may include:

- Extreme weather; - Government restrictions; - Community restrictions; - Road closures; - Security restrictions; - Traffic or access restrictions; - Equipment failure; - Power or telecommunications failures; - Labour disruptions; - Emergencies; - Natural events; or - Other circumstances beyond ProGloss's reasonable control.

ProGloss will make reasonable efforts to resume or reschedule affected services.

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32Amendments to These Terms

ProGloss may update these Terms & Conditions from time to time.

The latest version will be published on the ProGloss website.

Changes will generally apply to bookings and services made after the updated Terms become effective, unless otherwise required by applicable law.

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33Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision shall be interpreted or modified to the minimum extent necessary to make it valid where legally possible.

The remaining provisions shall continue to apply to the extent permitted by law.

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34Governing Law & Jurisdiction

These Terms & Conditions shall be governed by the applicable laws of the United Arab Emirates and the applicable laws and regulations of the Emirate in which the relevant ProGloss service is provided.

Any dispute shall be subject to the jurisdiction of the competent courts, subject to any mandatory consumer-protection rights, dispute-resolution procedures, or jurisdictional requirements applicable under UAE law.

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35Customer Acceptance

By making a booking, purchasing a ProGloss subscription, using a ProGloss service, or allowing ProGloss personnel to service the vehicle, the Customer confirms that they have had an opportunity to review these Terms & Conditions and agree to be bound by them, subject to applicable law.

Contact

For questions, complaints, cancellations, or other enquiries regarding these Terms & Conditions, please contact ProGloss through the official contact details provided on the ProGloss website.

ProGloss Car Wash Mobile Doorstep Car Cleaning & Detailing United Arab Emirates