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Zuno Refund & Cancellation Policy

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Last updated: November 2025

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1. Overview

 

Zuno Ltd (“Zuno”, “we”, “our”, or “us”) is committed to providing high-quality mobile vehicle cleaning services. This Refund & Cancellation Policy explains the conditions under which refunds or cancellations are accepted for all Zuno services, including one-off bookings (“Zuno Flash”) and subscription services (“Zuno Flow”). By booking a service, you agree to this policy.

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2. Customer Cancellations

 

Customers may request a full refund if they cancel at least 24 hours before the scheduled appointment. Cancellations requested within 24 hours of the appointment are generally not eligible for a refund under normal circumstances.

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“Normal circumstances” exclude situations where a service is refused due to the customer failing to comply with our Terms of Service (e.g., vehicle not accessible, personal belongings not removed, vehicle improperly parked, or booking details incorrect). In such cases, refunds will not be issued unless reviewed and approved by Zuno Headquarters.

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3. How Refunds Are Processed

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  • Refunds are processed manually.

  • Refunds will be returned to the original payment method used for booking.

  • Refunds may take up to 15 business days to appear in your account.

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4. Rescheduling

 

Rescheduling is only possible by first cancelling the original booking and requesting a refund, then placing a new booking. No automatic rescheduling is offered.

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5. Refunds for Delays and Service Issues

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  • If a technician is delayed by more than 15 minutes, you are eligible for a 50% refund.

  • If a technician is delayed by 25 minutes or more, you are eligible for a full refund by contacting Zuno via email.

  • If a service is incomplete or of poor quality, you may contact us via email. Zuno will review all evidence, including photos and technician reports. If we determine the service was below our standards, a full refund will be issued.

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Technicians providing poor-quality service will receive a penalty notice and guidelines for improvement. Customers who experience poor service may also be considered for additional goodwill compensation depending on the situation.

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6. Payment & Subscription Services

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  • Zuno Flash: Payment is taken at the time of booking. Refunds are handled according to this policy.

  • Zuno Flow: Subscriptions are billed monthly in advance and cover all planned cleans for the upcoming month.

  • Zuno Flow subscriptions can be cancelled at any time, but refunds are only available if the subscription is cancelled within 24 hours of purchase.

  • If bookings have been made within the 24-hour window, partial or no refund may be given unless the customer cancels those bookings. Once bookings are cancelled, a full refund may then be issued.

  • Refunds for Zuno Flow due to service quality are handled the same as Zuno Flash, reimbursing the value of the affected clean.

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Coverage Area & Automatic Waitlist

 

All bookings are subject to Zuno's coverage area. When a booking is created, our system automatically checks the location of the service address:

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  • If your booking falls within our current coverage area, it will remain valid.

  • If your booking falls outside our coverage area, it will be automatically cancelled and a full refund will be issued.

  • Customers with bookings outside our coverage area will be automatically added to the Zuno Coverage Waitlist and notified when services become available in their area.

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This ensures a smooth booking experience, reduces friction, and helps Zuno plan service expansion effectively.

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7. Exceptional Circumstances

 

Zuno is not liable for refunds caused by circumstances outside our reasonable control, including:

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  • Acts of God (extreme weather, natural disasters)

  • Pre-existing damage to vehicles

  • Delays or cancellations caused by unforeseen events beyond Zuno’s control

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8. Contact for Refund Requests

 

To request a refund, reschedule, or report a service issue, please contact us via email at zuno@zuno.uk.com. Provide your booking reference and details of the issue so that we can assess and respond efficiently.

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9. Commitment to Quality

 

At Zuno, we take pride in delivering high-quality service. If you feel your service did not meet expectations, we will investigate thoroughly and ensure fair treatment for all customers. Our goal is to maintain a fair, transparent, and customer-focused service experience.

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