Terms of Service

1. Acceptance of Terms

By creating an account or using the GoGloss platform ("Platform"), you confirm that you are at least 18 years old and agree to comply with these Terms of Service ("Terms"). If you do not agree, you must not use the Platform.

2. Platform Description

GoGloss is an online marketplace that connects customers seeking car valeting services with independent, professional valeters. GoGloss acts solely as an intermediary and is not itself a provider of valeting services.

GoGloss does not employ valeters. All valeters on the platform are independent contractors who set their own prices, schedules, and service terms. GoGloss is not responsible for the quality, safety, or outcome of any valeting service.

3. User Accounts

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must provide accurate, current, and complete information during registration and keep your profile up to date.

GoGloss reserves the right to suspend or terminate accounts that violate these Terms, contain fraudulent information, or are inactive for an extended period.

4. Booking Terms

When a customer books a valeting service through the Platform, a direct contractual relationship is formed between the customer and the valeter. GoGloss facilitates this transaction but is not a party to the service contract.

By completing a booking, you acknowledge that you are entering into a direct agreement with the valeter, not with GoGloss. GoGloss facilitates the booking and payment but is not a party to the service contract.

Valeters are expected to honour confirmed bookings and provide services as described in their listing. Customers are expected to make their vehicle available at the agreed time and location.

Valeters must confirm bookings within 24 hours of receiving them. If a booking is not confirmed within 24 hours, or before the scheduled appointment time (whichever comes first), it will be automatically cancelled with a full 100% refund to the customer. You will be notified by email and SMS if this occurs.

5. Payment Terms

All payments are processed securely through our third-party payment provider (Stripe). Payment is taken at the time of booking. A booking fee is added at checkout and shown separately on the order summary; the valeter receives 100% of their listed price.

In the event of cancellation or refund, funds will be returned according to our Cancellation Policy. Refunds are processed via Stripe to the original payment method within 5 to 10 business days.

6. Cancellation Policy

Cancellations are subject to the following policy:

Customer-initiated cancellation:

• More than 48 hours before the appointment: 100% refund
• 24 to 48 hours before the appointment: 70% refund
• Less than 24 hours before the appointment: no refund

Valeter-initiated cancellation:

• 100% refund regardless of timing

No-show by valeter:

• 100% automatic refund

Unconfirmed booking (booking not confirmed before scheduled time):

• 100% automatic refund

Refunds are processed via Stripe to the original payment method within 5 to 10 business days. For full details, see our Refund & Cancellation Policy.

7. Limitation of Liability

GoGloss provides the Platform on an "as is" and "as available" basis. To the fullest extent permitted by law, GoGloss shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Platform.

GoGloss does not guarantee the quality, safety, or legality of services offered by valeters on the Platform.

8. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or your use of the Platform shall be subject to the exclusive jurisdiction of the courts of England and Wales.

9. Insurance & Liability

All valeters must maintain valid public liability insurance. GoGloss verifies insurance documentation during the application process but does not guarantee its validity or coverage.

In the event of damage to your vehicle, your claim is against the valeter and their insurer, not against GoGloss. GoGloss's total liability is limited to the platform fee paid on the relevant booking.

10. Prohibited Conduct

Users of the Platform must not engage in any of the following:

• Fraudulent bookings or reviews
• Harassment or abusive behaviour towards other users
• Providing false information during registration
• Attempting to circumvent the platform by booking directly after initial introduction through GoGloss
• Using the platform for any illegal purpose

Violation may result in account suspension or permanent ban from the Platform.

11. Intellectual Property

Reviews, photos, and content you submit remain your property, but you grant GoGloss a non-exclusive, royalty-free licence to display them on the Platform for the purpose of operating the service.

You must not upload content that infringes others' intellectual property rights.

12. Data Protection & Privacy

We process your personal data in accordance with our Privacy Policy and UK GDPR. Data retention: account data is kept for 6 years after account closure; financial records are kept for 7 years (HMRC requirement).

You have the right to request deletion of your account and personal data, subject to legal retention requirements.

13. Communication Consent

By creating an account, you consent to receiving transactional communications including booking confirmations, reminders, and receipts. Marketing communications are optional and can be disabled in your account settings.

SMS notifications are sent for time-sensitive booking updates only.

14. Force Majeure

Neither GoGloss nor any valeter shall be liable for failure to perform due to circumstances beyond reasonable control, including but not limited to severe weather, natural disasters, government restrictions, or pandemics.

In such cases, affected bookings will receive a full refund.

15. Valeter Obligations

Valeters using the Platform agree to:

• Maintain valid public liability insurance
• Arrive on time or notify the customer of any delay
• Provide services as described in their listing
• Maintain professional conduct at all times
• Respond to booking requests within 24 hours
• Keep their availability calendar up to date

16. Customer Obligations

Customers using the Platform agree to:

• Provide accurate address and contact details
• Ensure the vehicle is accessible at the booked time and location
• Not leave valuables in the vehicle
• Report any pre-existing damage before the service begins
• Treat the valeter with respect

17. Indemnification

You agree to indemnify and hold harmless GoGloss, its directors, employees, and agents from any claims, damages, or expenses arising from your use of the Platform or your breach of these Terms.

18. Changes to Terms

GoGloss may update these Terms at any time. We will notify you of material changes via email or in-app notification at least 14 days before they take effect. Continued use of the Platform after changes constitutes acceptance of the revised Terms.