Terms of Service

1. Introduction and acceptance

1.1 Parties. These Terms of Service (the "Terms") are a contract between you and 17119402 CANADA CORPORATION, operating as LuxWash ("LuxWash", "we", "us"). They apply when you use the Platform as a Customer.

1.2 How you accept. You accept these Terms only by checking the acceptance box and confirming when you create your Account. Browsing our website does not bind you to these Terms. When you accept, LuxWash records the version of these Terms, the language in which you accepted them, the server date and time, your IP address and your device.

1.3 Documents that form part of these Terms. The following documents form part of these Terms. Each is linked at acceptance and is available at all times in the app and on our website: (a) the Refund & Cancellation Policy; (b) the Damage Protection Program Terms; (c) the Referral & Promotions Terms; and (d) the Cookie & Tracking Policy. Section 24.2 sets out which document prevails.

1.4 Customer Privacy Policy. The Customer Privacy Policy is a notice that explains how we handle your personal information. It is not part of these Terms, and accepting these Terms is not consent to any use of your personal information (Section 17).

1.5 Which version applies. Each Booking is governed by the version of these Terms, and of the documents listed in Section 1.3, in force when you confirm that Booking. Nothing in these Terms limits your rights under the Consumer Protection Act (Quebec) or the Civil Code of Québec (Section 13).

2. Definitions

• Account: a registered Customer or Washer account on the Platform.
• Account Credits: a promotional balance in a Customer's Account, as defined in the Referral & Promotions Terms, Section 2.
• Account Funds: a Washer's pending and available earnings held in their LuxWash balance.
• Booking: a request for car care services made by a Customer through the Platform and accepted by a Washer.
• Certificate of Insurance: the insurer-issued certificate a Washer files under the Washer Agreement, Section 12, naming 17119402 CANADA CORPORATION (LuxWash) as additional insured.
• Commission: the percentage of the Service Price LuxWash retains from a Washer under the Washer Agreement, Section 5.
• Customer: a person who uses the Platform to book car care services.
• Damage Protection Program (the "Program"): the discretionary platform benefit described in the Damage Protection Program Terms.
• Dispute Process: the in-app process described in Section 12 of these Terms.
• LuxWash / we / us: 17119402 CANADA CORPORATION, operating as LuxWash.
• Platform: the LuxWash mobile application, website and related services.
• Platform Fee: the per-Booking fee LuxWash charges the Customer, as shown at checkout.
• Service Price: the price of the car care service set by the Washer and shown at checkout, before Platform Fee, tip and taxes.
• Service Zone: a geographic area defined by LuxWash within which Bookings are matched.
• Wash Photos: before- and after-service photographs captured in-app under the Washer Agreement, Section 12 and Section 14 of these Terms.
• Washer: an independent car care professional who provides services to Customers through the Platform.
• Washer Agreement: the single contract between LuxWash and a Washer.

3. What LuxWash is: merchant and independent Washers

3.1 The Platform. LuxWash is a national technology platform that connects vehicle owners with independent car care professionals on demand. Each service is performed by an independent car care professional who provides services through the Platform (a "Washer").

3.2 Merchant of record. LuxWash is the merchant that contracts with you for the car care service in each Booking. LuxWash collects the price of the Booking, issues your receipt and pays the Washer the Service Price less its Commission. Where Quebec law makes LuxWash responsible to you as a merchant, these Terms do not exclude that responsibility.

3.3 Independent Washers. Washers are independent businesses; LuxWash does not perform the service. Each Washer is free to accept or decline any Booking, chooses the means of performing the work, and is responsible to LuxWash for the result and quality of the work and for safety on site. Washers are not employees of LuxWash.

3.4 What LuxWash administers. LuxWash operates the Platform, sells and processes Bookings, and administers the Dispute Process and the discretionary Program.

4. Eligibility and your Account

4.1 Who may book. You must be at least 18 years old and able to enter into a binding contract, and you must own the vehicle you submit for a Booking or have the owner's authority to book work on it. If we learn that an Account was opened by a person under 18, we close it and handle the personal information as described in the Customer Privacy Policy.

4.2 Accurate information and security. You must give accurate information, keep it up to date and keep your credentials confidential. Each person may hold one Account, and an Account cannot be transferred. You are responsible for activity under your Account, except activity you did not authorise and reported to us promptly.

4.3 Closing your Account. You may close your Account at any time in the app. Closing your Account does not cancel amounts owed for services already performed. What happens to your information is described in the Customer Privacy Policy.

5. Bookings and matching

5.1 Requesting a Booking. You may request a Booking on demand or for a scheduled time. The Service Price, the Platform Fee, applicable taxes and the total are shown before you confirm.

5.2 Matching and availability. Bookings are matched by Service Zone. The Platform offers your request to available Washers in the Service Zone using automated ranking (Customer Privacy Policy, Section 9). A Booking is confirmed when a Washer accepts it. We cannot promise that a Washer will be available at the time you want; if your request expires because no Washer accepts it, you are not charged.

6. Service location and your responsibilities

6.1 The location and preparation. You choose the service location. You are responsible for making sure that it is safe, lawful and suitable for the service, that the service may be performed there, and that the Washer can reach the vehicle. LuxWash has no control over the property. You must give accurate vehicle and location details, remove valuables from the vehicle before the service, and tell the Washer about any hazard on site, including pets.

6.2 Unsafe or unsuitable location, or vehicle out of reach. If, on arrival, the location is unsafe or unsuitable for the service, or the Washer cannot reach the vehicle, and the Washer documents the situation in the app with Wash Photos or a Booking record, the Booking is cancelled and you are not charged: the full card authorisation, including the Platform Fee, is released, and any amount already captured is refunded. LuxWash may review the record. Repeated cases may lead to account measures under Section 19 (Refund & Cancellation Policy, Section 7).

7. Prices, Platform Fee, taxes and payment

7.1 Service Price, add-ons and taxes. Washers set the Service Price for their services and add-ons. Before you confirm a Booking, the app shows the Service Price, the Platform Fee, applicable taxes and the total. If a demand-based adjustment applies, it is included in the price shown before you confirm. No add-on is charged unless you accept it in the app before it is performed.

7.2 Platform Fee. Each Booking carries the Platform Fee shown at checkout. The Platform Fee is charged to the Customer only.

7.3 Payment. LuxWash is the merchant of record and collects payment. Payments are processed by our payment processor (Section 22), and LuxWash never receives your full card number. Your card is authorised when you book and charged after the service is performed (deferred capture); if you cancel before the service starts, only the cancellation charge under Section 9.2, if any, is charged; if you stop a service that has started, only the amount set under Section 9.4 is charged. By confirming a Booking, you authorise these amounts. The amount charged never exceeds the total shown when you confirmed, plus any add-on you accepted and any tip you chose.

8. Tips

8.1 Tips. Tips are optional and go 100% to the Washer. A tip is released in full if a Booking is cancelled.

9. Cancellations, no-shows and refunds

9.1 When cancelling is free. You pay nothing to cancel a Booking within 3 minutes after you create it, even if a Washer has already accepted it, or to cancel a scheduled Booking more than 24 hours before its scheduled start. You also pay nothing when the Washer is at fault, for example where the Washer does not show up, arrives late as described in the Refund & Cancellation Policy or acts unprofessionally, as determined from Booking records and not from a claim alone; when the Washer or LuxWash cancels; or when your Booking expires because no Washer accepts it. In each of these cases the full card authorisation, including the Platform Fee, is released and any amount already captured is refunded (Refund & Cancellation Policy, Sections 4 to 7).

9.2 When a cancellation is charged. If, before the service starts, you cancel an on-demand Booking more than 3 minutes after you create it, whether or not a Washer has accepted it, or you cancel a scheduled Booking 24 hours or less before its scheduled start and more than 3 minutes after you create it, you pay 50% of the Service Price plus $7 plus the Platform Fee, taxes included, as set out in the Refund & Cancellation Policy, Section 5. The charge is taken from your card only: Account Credits come back to you in full as Account Credits, a tip is never charged, and the rest of the card authorisation is released.

9.3 Shown before you confirm. Before you confirm a cancellation, the app shows you the exact amount you will pay, taxes included, or that you will pay nothing. You never pay more than that amount, and if it changes before you confirm, the app asks you to confirm again (Refund & Cancellation Policy, Section 4.5).

9.4 Once the service has started. Once the service has started, you may still ask for it to stop. You then pay only the value of the work performed and the actual costs incurred, never more than the price shown at checkout. The amount is assessed case by case on the Booking records, with reasons, and you may contest it through the Dispute Process (Section 12; Refund & Cancellation Policy, Section 8).

9.5 How refunds are returned. Where a cancellation charge applies under Section 9.2, only that charge is taken and the rest of the card authorisation is released; where no charge applies, the authorisation is released in full. Where a service is stopped after it has started, only the amount set under Section 9.4 is charged and the rest is released. Any amount already captured that is not owed is refunded to your original payment method. Account Credits used on a cancelled Booking are always returned 100% to your Account as Account Credits (Refund & Cancellation Policy, Section 9).

10. Satisfaction and complaints

10.1 Raising a problem. If something went wrong, file a report in the app or write to support@luxwash.co; we respond within 2 business days. Depending on the circumstances, we may offer a redo, a partial refund or a full refund. Complaints about quality, damage, conduct or charges are handled through the Dispute Process (Section 12).

11. Ratings, reviews and messages

11.1 Ratings and reviews. You may rate and review a completed Booking. Ratings and reviews must be honest, based on your own experience, lawful and respectful. You keep ownership of them and grant LuxWash a non-exclusive, royalty-free licence to use them to operate and promote the Platform. We may remove a rating or review that breaches these Terms, and we tell you why.

11.2 Booking messages. Messages you exchange with a Washer in a Booking chat are used only to perform that Booking and for the Dispute Process. These Terms give LuxWash no licence to use them for any other purpose, including promotion.

11.3 Messages after Account deletion. Booking chat messages are kept for 180 days after the Booking ends (Customer Privacy Policy, Section 10.3). If you delete your Account, the messages you sent remain visible to the other party in that conversation until then, without your name or profile.

12. Dispute Process

12.1 Opening a dispute. You may open one dispute per completed or cancelled Booking, in the app or by email to support@luxwash.co, in categories including no-show, damage, quality, conduct, overcharge, safety and chargeback. Report as soon as you can; for damage to be considered under the Program, report within 5 days after the Booking is marked complete (Damage Protection Program Terms, Section 6).

12.2 Evidence. You and the Washer may each submit evidence. On request, we show you the Wash Photos of your Booking and the other evidence we rely on.

12.3 Timelines. We acknowledge your dispute within 2 business days and give the Washer an opportunity to respond. We decide within 10 business days after the file is complete.

12.4 Decision. We give you our decision in writing, with reasons. Possible outcomes include a redo, a partial or full refund, Account Credits if you prefer them to a refund, or no change.

12.5 Internal review. If you disagree, you may ask within 30 days for a review by a LuxWash person who did not make the first decision. We answer within 10 business days.

12.6 Your rights are unaffected. The Dispute Process is free. It does not limit your right to go to court, to complain to the Office de la protection du consommateur, or to ask your card issuer for a chargeback where the Consumer Protection Act allows it. LuxWash never charges you a fee for a chargeback.

13. Consumer rights preserved

13.1 Mandatory protections. Nothing in these Terms excludes or limits the legal warranties or other mandatory protections you have under the Consumer Protection Act (Quebec) or the Civil Code of Québec, which apply despite any provision to the contrary. Any clause of these Terms that does not apply in Québec is immediately preceded by a statement in bold saying so.

14. Washer insurance status, damage, the Program and Wash Photos

14.1 Washer insurance status. Before their first Booking, each Washer chooses one of two options under the Washer Agreement, Section 12: Option 1 — own insurance, under which the Washer files a Certificate of Insurance naming LuxWash as additional insured; or Option 2 — Program, which the Washer joins by agreeing to the Damage Protection Program Terms in the app. A Washer on Option 2 has filed no Certificate of Insurance. LuxWash treats such a Washer as carrying no insurance. Some Washers on the Platform carry no insurance. The Washer is responsible for damage caused by their work under either option, and the Program works the same way whichever option the Washer chose. You may ask us at any time which option applies to the Washer on your Booking.

14.2 Damage claims. If you believe the service damaged your vehicle or property, report it to LuxWash through the Dispute Process. As between LuxWash and the Washer, the Washer bears the loss (Washer Agreement, Section 12); this does not reduce LuxWash's responsibility to you as merchant. LuxWash first seeks payment of a valid claim from the Washer, including from the Washer's insurance where the Washer has it and from the Washer's Account Funds (Damage Protection Program Terms, Section 4). If a valid claim is not paid that way, LuxWash may, in its sole and absolute discretion, pay you or your repairer assistance of up to $1,500 CAD per incident from its general funds under the Damage Protection Program Terms, Section 5, and any amount LuxWash pays in respect of the Washer's work is a debt the Washer owes LuxWash, repayable on demand, that does not reduce the Washer's liability to you or to LuxWash. The Program is not insurance: LuxWash is not an insurer, there is no premium and no reserve fund, and no one has a right to assistance. The Program adds to your rights and never replaces them; the amount of any assistance is not a limit on what you may recover from LuxWash or the Washer. Damage that the before-service Wash Photos show as pre-existing is not attributed to the service; you may contest that finding through the Dispute Process. To be considered under the Program, damage must be reported within 5 days after the Booking is marked complete (Damage Protection Program Terms, Section 6); that window does not shorten any legal recourse you have.

14.3 Your own automobile insurance. Your own automobile insurance is primary for any incident at the service location that is unrelated to any act or omission of the Washer, for example a third-party vehicle striking your parked car or a storm damaging the vehicle while the Washer is on site. You agree to maintain valid, lawful automobile insurance on any vehicle you submit for a Booking.

14.4 Pre-existing conditions and limits on liability. (a) LuxWash and the Washer are not responsible for damage or conditions that existed before the service. (b) To the extent permitted by law, LuxWash is not liable for indirect damages. (c) Nothing in these Terms limits liability for bodily or moral injury or for intentional or gross fault, and there is no per-Booking limit on LuxWash's liability to a consumer in Québec. (d) The following sentence does not apply in Québec. If you reside outside Québec and the law of your province permits it, LuxWash's total liability for a claim relating to a Booking is limited to the total amount you paid for that Booking.

14.5 Wash Photos. For every Booking, the Washer takes Wash Photos of your vehicle in the app, with the camera only, before and after the service, and marks any pre-existing damage on a before-service photo. Wash Photos record the condition of your vehicle and show that the service was performed; they are the main evidence for deciding whether damage existed before the service or was caused during it. They are stored privately by LuxWash, are not public, may incidentally show your licence plate, and are kept for 365 days from capture, or longer while a dispute about them is open (Customer Privacy Policy, Section 5). You may ask to see the Wash Photos of your Booking.

14.6 LuxWash corporate policies. Any corporate policies LuxWash holds cover LuxWash's own risks only and do not insure Washers or Customers.

15. Indemnity

15.1 Your fault only. To the extent permitted by law, you agree to compensate LuxWash for losses it suffers because of your fault, including your breach of these Terms, fraud, or your violation of the law or of the rights of others. This Section does not make you responsible for LuxWash's legal fees and does not apply to losses caused by LuxWash or a Washer.

16. Acceptable use and community standards

16.1 Safety and respect. Treat Washers with respect. Harassment, threats, violence and discrimination on any ground protected by the Charter of human rights and freedoms (Quebec) are prohibited. Keep the service location safe (Section 6), secure your pets, and do not record a Washer's image or voice without their knowledge.

16.2 Honest use. Leave only honest ratings and reviews about your own Bookings. Do not make false or fraudulent claims, damage reports or chargebacks.

16.3 Bookings stay on the Platform. Do not use the Platform, including Booking chat, to ask a Washer to provide services outside the Platform, and do not pay a Washer directly for a Booking made through the Platform.

16.4 Account integrity. Use your own identity, do not share or sell your Account, and do not open additional Accounts, including to obtain a promotion more than once (Referral & Promotions Terms, Section 10).

16.5 No misuse. Do not use the Platform for any unlawful purpose; interfere with its operation or security; access it by automated means, scrape it or reverse-engineer it; or use another person's payment method without authorisation. A breach of this Section may lead to the measures in Section 19.

17. Privacy and personal information

17.1 Notice. How LuxWash collects, uses, shares and keeps your personal information is explained in the Customer Privacy Policy, available at all times in the app and on our website. It is a notice and is not part of these Terms (Section 1.4).

17.2 Separate consents. Where we need your express consent, for example to send you marketing emails, we ask for it separately from your acceptance of these Terms, and you may withdraw it at any time. Questions go to our Privacy Officer at privacy@luxwash.co (Section 27).

18. Electronic communications and notices

18.1 Electronic documents and notices. You agree to receive these Terms, receipts, notices and other documents electronically, in the app or at the email address on your Account; please keep that address current. After you accept these Terms, we send a copy of them to that address. You may send notices to LuxWash at support@luxwash.co or to the address in Section 27.

18.2 Transactional messages. Messages about your Account and your Bookings, such as confirmations, Washer arrival updates, receipts, dispute updates and notices of changes to these Terms, are part of the service. You may adjust push notifications in your device settings, but essential Account and Booking emails continue while your Account is open.

18.3 Marketing. We send marketing messages only by email and only if you opt in. You may withdraw your consent at any time by using the unsubscribe link or your Account settings.

19. Suspension, closure and appeals

19.1 Grounds. We may suspend or close your Account only for a serious or repeated breach of these Terms, fraud or abuse, conduct that puts a Washer or another person at risk, an amount you owe that remains unpaid after notice, the case described in Section 19.5, or where the law requires it.

19.2 Notice and reasons. We tell you in writing what measure we are taking, the reasons and the facts relied on, and we give you an opportunity to make representations before we close an Account. Where immediate action is needed for safety or to stop fraud, we may suspend first and give you the reasons within 2 business days.

19.3 Appeal. You may appeal within 30 days by writing to support@luxwash.co. A person who did not make the first decision reviews your appeal and answers you in writing within 10 business days.

19.4 Effect. If we suspend or close your Account, confirmed Bookings that have not started are cancelled at no charge to you and any amount captured is refunded. Account Credits stay in your Account unless they were obtained through abuse (Referral & Promotions Terms, Section 10). Amounts you owe for services already performed remain payable.

19.5 Repeated late cancellations and absences. If you repeatedly cancel after a Washer is on the way, or are repeatedly absent or unreachable when the Washer arrives, LuxWash may, after notice and with reasons under Section 19.2, limit how you can book (for example, scheduled Bookings only), or restrict or close your Account. These measures are separate from cancellation charges: whether a cancelled Booking is charged is decided for each Booking under Section 9 and the Refund & Cancellation Policy, Sections 5 to 7. You may contest the measures under Section 19.3.

20. Promotions, credits and referrals

20.1 Governing document. Promo codes, follow-on discounts, Account Credits, review credits and the Customer referral program are governed by the Referral & Promotions Terms, which form part of these Terms (Section 1.3). A promo code never reduces the Platform Fee, taxes or tips (Referral & Promotions Terms, Section 3.3). Account Credits used on a cancelled Booking are returned under Section 9.5.

20.2 Which document prevails. On liability, payment, disputes and any matter the Referral & Promotions Terms do not specifically address, these Terms prevail (Referral & Promotions Terms, Section 12).

21. Intellectual property and licence to use the Platform

21.1 Ownership. The Platform, its software and content, and the LuxWash name and logos belong to LuxWash or its licensors.

21.2 Your licence. LuxWash grants you a personal, non-exclusive, non-transferable and revocable licence to use the Platform to book and manage car care services for your own needs, in accordance with these Terms. The licence ends when your Account is closed. You may not copy, modify, distribute or create derivative works of the Platform, or use the LuxWash name or logos, without our written permission.

22. Third-party services

22.1 Third-party services. The Platform relies on third-party providers, including, but not limited to, payment processing, maps and location, in-app messaging, notifications, hosting, analytics and sign-in services. LuxWash may change its providers at any time without notice.

22.2 Third-party terms. Where you use a third-party service through the Platform (for example, payment processing or a sign-in provider), that provider's own terms and privacy policy also apply to your use of that service, and by using it you agree to them. LuxWash is not a party to your relationship with that provider.

22.3 No liability for third parties. To the extent permitted by law, LuxWash is not responsible or liable for the acts, omissions, products or services of any third-party provider, or for any failure, interruption or defect of their software or services. This Section does not reduce LuxWash's responsibility to you as merchant under Section 3 or your rights under Section 13.

22.4 Links. The Platform may contain links to third-party websites that LuxWash does not control and for which it is not responsible.

23. Force majeure

23.1 Superior force. Neither LuxWash nor you is liable for failing to perform an obligation because of an unforeseeable and irresistible event within the meaning of the Civil Code of Québec, such as severe weather, a natural disaster or a public-health order. If such an event prevents a confirmed Booking, the Booking is cancelled at no charge to you and any amount captured is refunded.

24. General provisions

24.1 Entire agreement. These Terms, the documents listed in Section 1.3 and the details of each Booking shown when you confirm it are the entire agreement between you and LuxWash about the Platform.

24.2 Order of precedence. If documents conflict, the Refund & Cancellation Policy governs cancellations, cancellation charges and refunds, the Damage Protection Program Terms govern how the Program operates, the Referral & Promotions Terms govern the conditions of promotions, credits and referrals subject to Section 20.2, and these Terms prevail on every other matter. In case of doubt, the interpretation more favourable to you applies.

24.3 Assignment. You may not transfer your Account or these Terms. LuxWash may assign these Terms to a successor to its business with notice to your Account email; the assignment does not reduce your rights, and you may close your Account at no cost if you do not agree.

24.4 Severability and no waiver. If a clause is held invalid or unenforceable, the rest of these Terms remains in force. A failure or delay in enforcing a right is not a waiver of that right.

24.5 Survival. Sections 9, 12, 13, 14, 15 and 26, and any amount owed, survive the closure of your Account.

25. Changes to these Terms

25.1 What may change. LuxWash may change only the following elements of these Terms and of the documents listed in Section 1.3: (a) the fees and charges they describe, including cancellation charges; (b) the Platform Fee and how it applies; (c) the cancellation and refund rules; (d) the Dispute Process; and (e) the features and functions of the Platform.

25.2 Notice. At least 30 days before a change takes effect, we send a written notice to your Account email that sets out the new clause, the clause as it read before, and the date on which the change takes effect.

25.3 Your choice. You may refuse the change by closing your Account, at no cost or penalty, up to 30 days after the change takes effect. A change never applies to a Booking already confirmed.

26. Governing law and language

26.1 Governing law and courts. These Terms are governed by the laws of Québec and the federal laws of Canada applicable there. Proceedings are brought before the courts of the district of Montréal, subject to your right as a consumer to bring proceedings in the district where you live. LuxWash does not require Customers to go to arbitration and does not require a waiver of class proceedings. You may use the Dispute Process first, but you are not required to.

26.2 Language. These Terms are drawn up in French and in English, and both versions have the same content. The app shows them in the language set in the app, which follows your device's language unless you change it in the app's language settings. Both versions are available at any time, by changing that setting or on our website (luxwash.co/terms and luxwash.co/terms-fr). By accepting the version shown to you, you choose to be bound by that version. Where Quebec law requires, the French version prevails.

27. Contact and legal notice

• 17119402 CANADA CORPORATION, operating as LuxWash · 101 Rue Villeneuve O, #2804, Montréal, QC H2T 2R6 · NEQ 1182352170
• Bookings, disputes and these Terms: support@luxwash.co, or in the app under Support.
• Privacy: privacy@luxwash.co (Privacy Officer: Mayedson Pierre, CEO).