Plans change. This article explains, in plain language, how to cancel a booking and what to expect with refunds. It is a summary. The full, binding terms live in our Cancellation and Refund policy and in our Terms of Service.
How to cancel
You cancel a booking in the app. Open the booking and choose to cancel it. What happens next depends on how far along the booking is:
- Cancelling in the first few minutes after you book is free.
- Cancelling any time before a car care pro accepts your booking is free.
- Once a car care pro has accepted, a cancellation fee may apply.
The exact amounts, timing, and conditions are set out in the Cancellation and Refund policy.
How refunds work
If you are owed a refund, it is returned to the card you paid with, through the same secure payment provider that processed the charge. A few situations are worth knowing:
- If no car care pro is matched to your booking, you are not charged the service price.
- If a pro accepts and then cannot make it, you are looked after and offered a rebooking.
- If you cancel after a pro has accepted, a cancellation fee may apply, and the platform fee may be non-refundable. The exact amounts are in the Cancellation and Refund policy.
- If a refund is issued to your LuxWash account credit, it is always for the full amount.
- If something goes wrong with the service itself, our team reviews it case by case. See our damage protection article if the issue involves damage to your vehicle.
During early access, our team handles cancellations and refunds directly, so a real person reviews your situation. For the exact rules, timing, and any conditions, read the full Cancellation and Refund policy.
Coming soon
Booking opens as early access rolls out zone by zone, starting in Zone A on the Island of Montréal. Join the waitlist at luxwash.co.
FAQ
How do I cancel a booking?
You cancel in the app. Open the booking and choose to cancel it. The outcome depends on how far along the booking is, which is set out in the Cancellation and Refund policy.
Will I get a refund if I cancel?
It depends on the timing. Cancelling in the first few minutes after you book, and any time before a car care pro accepts, is free. Once a pro has accepted, a cancellation fee may apply and the platform fee may be non-refundable. The specific rules and amounts are in our Cancellation and Refund policy, linked from this article. If you are owed a refund, it goes back to the card you paid with, and any refund issued to your LuxWash account credit is always for the full amount.
What if my pro cancels or does not show up?
You are looked after. If a pro accepted and then could not make it, you are not charged the service price, and our team helps you rebook with another pro.
How long does a refund take?
Refunds are returned to your original payment method through our secure payment provider. Exact timing depends on your bank or card issuer. See the Cancellation and Refund policy for details.
My car was damaged during a service. Is that a refund?
Damage is handled separately from cancellations. Please read our damage protection article, which explains how to report it and what happens next.