Onyx Vault — Terms & Conditions

1. General & Acceptance of Terms

These Terms and Conditions (“Terms”) govern all mobile automotive detailing services provided by Onyx Vault (“we”, “us”, “our”) to the client (“you”, “customer”).

By booking a service via phone, email, website, social media, or messaging platform, you acknowledge that you have read, understood, and agree to be bound by these Terms.

2. Bookings, Quotes & Estimates

  • Quotations: All online, phone, or message quotes are preliminary estimates based on standard vehicle sizes and typical wear. Final pricing is confirmed in person following an initial vehicle inspection.

  • Validity: Written quotes remain valid for 30 days from the date of issue.

  • Additional Services: Any work requested outside the agreed-upon package will be quoted and approved prior to commencement and billed accordingly.

3. Service Location, Site Safety & Access

Because Onyx Vault operates as a mobile detailing service, you must provide a suitable and safe work environment:

  • Site Requirements: The vehicle must be parked on private property, a level surface, and away from heavy traffic. We reserve the right to decline or halt service if the location is deemed unsafe (e.g., steep driveways, narrow public roads, clearways).

  • Permissions: You are responsible for obtaining any necessary permissions or permits from body corporates, building managers, landlords, or council authorities for detailing to take place on the premises.

  • Access to Utilities: Unless explicitly confirmed prior to the appointment that Onyx Vault is operating self-contained, you must provide safe, continuous access to an operational domestic water outlet and a standard 240V power point within 30 metres of the vehicle.

4. Vehicle Condition, Surcharges & Biohazards

  • Initial Inspection: We conduct a walk-around inspection with or without the client prior to commencing work to document pre-existing conditions, paint defects, dents, and heavy wear.

  • Heavy Soiling & Surcharges: Vehicles presenting conditions beyond ordinary wear and tear will incur additional labour fees. This includes, but is not limited to:

    • Heavy pet hair accumulation

    • Excessive sand, mud, red dirt, or clay

    • Severe tree sap, road tar, industrial fallout, or bird dropping etching

    • Interior mold, mildew, or water ingress

  • Biohazards: Bodily fluids (blood, vomit, urine, feces) pose health and safety risks. If undisclosed biohazards are discovered, we reserve the right to refuse interior service or apply a specialised biohazard sanitisation surcharge.

5. Personal Valuables & Belongings

  • Clearance: Please remove all personal belongings, loose cash, garage remotes, sunglasses, toll tags, and valuables from the vehicle, including the glove box, center console, and boot, prior to arrival.

  • Liability: Onyx Vault accepts no liability for the loss of, or damage to, any personal items left inside the vehicle during service.

  • Closed Compartments: Consoles or glove compartments containing personal property will not be opened or detailed unless specifically cleared beforehand.

6. Child Safety Restraints (Car Seats)

  • For insurance and legal liability reasons, Onyx Vault staff will not remove, reinstall, or adjust any child car seats, baby capsules, or booster restraints.

  • If you wish for the area beneath a car seat to be detailed, you must remove the seat prior to our arrival.

  • If a seat is left fitted, we will detail around it as thoroughly as accessible without unbuckling or loosening the anchorage points.

7. Weather & Unforeseen Events

As a mobile operator, our work quality and equipment depend on safe environmental conditions.

  • Onyx Vault reserves the right to reschedule any booking without financial penalty due to adverse weather, including heavy rain, severe storms, lightning, extreme wind, or severe heatwaves (temperatures exceeding safe operating limits in unshaded spaces).

  • We will contact you at the earliest available opportunity to arrange an alternate date.

8. Cancellations, Rescheduling & No-Shows

  • General Notice Period: Standard detailing cancellations or requests to reschedule must be submitted at least 24 hours prior to the scheduled appointment time.

  • Standard Cancellation Fee: Cancellations or reschedules for standard detailing services made with less than 24 hours’ notice may incur a cancellation fee equal to 20% of the scheduled service value.

  • Ceramic Coating Cancellations & Rescheduling:

    • If you request to reschedule a Ceramic Coating appointment with at least 48 hours’ notice, your 25% deposit will be transferred to a new booking date (must be rescheduled within 30 days).

    • Cancellations made with less than 48 hours’ notice, or total cancellations without rebooking, will result in the forfeiture of the 25% deposit to cover reserved scheduling time, technician allocation, and allocated product costs.

  • Failure to Provide Access / No-Shows: If we arrive at the scheduled location and are unable to access the vehicle, obtain required power/water, or reach you within 20 minutes of arrival, the booking will be treated as a no-show. For standard bookings, the 20% cancellation fee applies; for Ceramic Coating bookings, the 25% deposit is forfeited in full.

9. Payment Terms & Ceramic Coating Deposits

  • Ceramic Coating Booking Deposit: Due to the extended scheduling time, extensive paint preparation, and dedicated product allocation involved, all Ceramic Coating bookings require an upfront deposit of 25% of the total quoted service value to confirm and lock in your appointment.

    • Bookings remain unconfirmed until the 25% deposit has cleared.

    • The deposit is credited directly towards your final invoice, with the remaining 75% balance payable upon completion of the service.

  • Payment Due Date: For all other detailing services, full payment is required immediately upon completion of work on the day of the booking.

  • Accepted Payment Methods: We accept Cash, Credit/Debit Cards, Electronic Funds Transfer (EFT), and approved Buy-Now-Pay-Later (BNPL) platforms (e.g., Afterpay), where available.

  • Invoicing & Commercial Terms: Commercial or fleet clients must settle invoices within agreed corporate trading terms. Overdue accounts may attract administrative recovery fees.

10. Quality Guarantee, Rectification & Refund Policy

  • Final Inspection: We invite you to conduct a joint walk-around inspection of your vehicle upon completion of the service to confirm the detailing has met the agreed specifications.

  • Remedy First (No Cash Refunds): Because detailing involves irreversible labour, time, and consumable materials, Onyx Vault does not issue cash, card, or electronic refunds once a service has been completed. Instead, our policy is to inspect and remedy any legitimate service deficiencies ourselves.

  • 24-Hour Reporting Window: If you notice an issue, oversight, or area of concern after our technician has departed, you must notify us in writing (via email or SMS) within 24 hours of job completion, accompanied by clear photos showing the issue.

  • Right to Inspect & Rectify: If a valid concern is reported within the 24-hour window, you must make the vehicle reasonably available to Onyx Vault within 7 business days. We will inspect the vehicle and rectify the disputed areas at no additional cost to you.

  • Exclusions from Rectification: The right to rectification does not apply to:

    • Normal wear and tear, road grime, environmental fallout, or dirt accumulated after the service has concluded.

    • Inherent vehicle defects (e.g., clear coat failure, deep scratches beyond the clear coat, permanently etched water spots, stained leather, or cracked trim) noted during the initial inspection.

    • Situations where a third party or the customer has attempted to clean, alter, or detail the affected area prior to our inspection.

  • Refusal of Rectification: If you decline our offer to re-attend and rectify the issue, Onyx Vault is under no obligation to provide any credit, reimbursement, or third-party detailing reimbursement.

11. Liability, Paint Limitations & Disclaimers

  • Pre-Existing Defects: Onyx Vault is not liable for pre-existing vehicle faults, including fading clear coats, cracked dashes, rock chips, scratched window tints, peeling badges, or brittle interior vents and clips that fail during routine cleaning.

  • Engine Bay Detailing: Engine bay cleans are performed at the vehicle owner’s risk. While we take every reasonable precaution (covering alternators, exposed intakes, and sensitive electronics), we accept no responsibility for mechanical or electrical faults resulting from age-related wiring degradation or damaged moisture seals.

  • Seals & Leaks: We are not responsible for interior water leakage resulting from deteriorated door rubbers, compromised sunroof drainage channels, or worn window seals.

  • Paint Correction & Sanding: Paint correction involves clear-coat leveling. While we measure paint depth where necessary, thin, previously burned, or repainted factory panels carry inherent risks. We are not liable for strike-throughs on panels with sub-standard pre-existing paint thickness.

12. Photography & Marketing

  • Onyx Vault reserves the right to photograph and record video of your vehicle before, during, and after detailing for quality assurance, records, and promotional use across our website, portfolio, and social media channels.

  • We make every reasonable effort to crop or blur vehicle license plates and conceal identifying personal details prior to publication.

  • If you do not wish for your vehicle to be featured in marketing material, please inform us in writing prior to your appointment.

13. Australian Consumer Law & Governing Law

  • Nothing in these Terms excludes, restricts, or modifies any condition, warranty, right, or liability implied into these terms by the Competition and Consumer Act 2010 (Cth) or the Australian Consumer Law that cannot be excluded by law.

  • To the fullest extent permitted by law, Onyx Vault’s total liability for any claim arising out of or in connection with our services is limited to re-supplying the detailing service or refunding the cost of the specific service rendered.

  • These Terms are governed by and construed in accordance with the laws of New South Wales, Australia, and the parties submit to the jurisdiction of the courts of that State.

  • Statutory Guarantees: Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund of the unused portion, or to compensation for its reduced value. For failures that do not amount to a major failure, Onyx Vault reserves the legal right to rectify and remedy the failure within a reasonable time rather than issuing a refund.

14. Contact Information

For inquiries, booking modifications, or customer support:

By confirming your booking with Onyx Vault, you acknowledge and agree to these Terms and Conditions.