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 Refund & Cancellation 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. Before you confirm, the app shows you the exact amount you will pay, taxes included, or that you will pay nothing. You never pay more than the amount shown.
Cancelling is free:
- within 3 minutes of booking, even if a car care pro has already accepted;
- for a scheduled booking, more than 24 hours before the scheduled start;
- when the pro does not show up, arrives after the arrival window shown in the app and you cancel for that reason, acts unprofessionally (after our review), or cancels the booking;
- when your booking expires because no pro accepts it, or when LuxWash cancels it.
Otherwise, cancelling before the service starts costs 50% of the service price + $7 + the platform fee, taxes included. The rest of the hold on your card is released, including any tip. Once the service has started, you pay only for the work done, never more than the total shown at checkout.
The exact rules are set out in the Refund & Cancellation 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:
- A cancellation charge is taken only from the hold on your card, never from your LuxWash account credits. A tip is never charged on a cancellation.
- Account credits used on a booking come back to your account in full, as account credits.
- If the location is unsafe or your vehicle cannot be reached when the pro arrives, and the pro documents it in the app, the booking is cancelled and you are not charged anything.
- Repeated late cancellations or absences can lead to limits on how you book, or to restrictions on your account.
- 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 Refund & Cancellation 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. Before you confirm, the app shows you the exact amount you will pay, or that you will pay nothing.
Will I get a refund if I cancel?
It depends on the timing. Cancelling is free within 3 minutes of booking, for a scheduled booking more than 24 hours before the scheduled start, and when the pro is at fault (as shown by the booking records) or when the pro or LuxWash cancels. Otherwise, cancelling before the service starts costs 50% of the service price + $7 + the platform fee, taxes included, and the rest of the hold on your card is released. The app always shows you the exact amount before you confirm. The full rules are in our Refund & Cancellation Policy.
What if my pro cancels or does not show up?
You pay nothing. You are refunded in full, including the platform fee, and you can 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 Refund & Cancellation 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.