Cancellation & Refund Policy

Effective Date: January 1, 2025

At Valet Wax (Tech, LLC), we strive to provide exceptional service. We understand that plans change, and this policy outlines our approach to cancellations and refunds.

1. Cancellation Policy

Full Refund Cancellations (More Than 1 Hour Before Pickup)

You may cancel your booking and receive a full refund if you cancel more than 1 hour before your scheduled pickup time. To cancel:

• Contact us at hi@valetwax.com or (435) 334-4455
• Provide your order number and reason for cancellation
• Cancellation must be confirmed by our team
• Refunds will be processed within 5-7 business days to your original payment method

Late Cancellations (Within 1 Hour of Pickup)

Cancellations made within 1 hour of your scheduled pickup time are subject to fees because:

• Our courier is already en route or has arrived at your location
• Logistics costs have been incurred
• We have reserved capacity for your service

Late cancellation fees are 50% of the total booking amount. In exceptional circumstances, we may waive this fee at our discretion.

No-Show Policy

If you are not available at the scheduled pickup time and location, or if equipment is not ready for pickup, we reserve the right to charge the full service amount. We will attempt to contact you, but repeated missed pickups may result in restrictions on future bookings.

2. Refund Policy

When Refunds Are Not Provided

We maintain high service standards, and refunds are generally not provided once services have been completed. Specifically, refunds are not available for:

• Change of mind after service completion
• Normal service results that meet industry standards
• Pre-existing equipment conditions not disclosed at booking
• Subjective preferences regarding wax temperature or edge angles
• Weather changes after wax application
• Partial delivery delays that do not affect your ability to ski/ride

Service Credits vs. Refunds

In most situations where you experience an issue, we prefer to resolve it through:

• Re-service: If there's a quality issue with our work, we'll re-service your equipment at no charge
• Service credit: Applied to your account for future bookings
• Partial credit: For minor inconveniences or delivery issues

This approach ensures we maintain our quality standards while providing you with value.

3. When Refunds May Be Considered

We may provide full or partial refunds in the following circumstances:

Service Not Performed

• We failed to pick up your equipment as scheduled
• Services paid for were not performed
• We cancelled your booking due to capacity or operational issues

Slopes to Slopes Guarantee Failure

• Premium overnight service not delivered before first chair
• Significant delivery delays that prevented you from using your equipment
• Emergency rush service exceeding the 4-hour guarantee

Equipment Loss or Significant Damage

• Equipment lost while in our custody (full refund plus depreciated value)
• Significant damage caused by our service (repair costs or replacement value)

Billing Errors

• Incorrect charges or duplicate transactions
• Services charged that were not authorized
• Pricing errors not disclosed at time of booking

4. Quality Concerns and Complaints

Reporting Issues

If you have concerns about service quality, please contact us within 24 hours of delivery:

• Email: hi@valetwax.com (include photos if relevant)
• Phone: (435) 334-4455 (available 7 AM - 7 PM daily)

Our Response

We will:

1. Investigate your concern promptly
2. Offer to inspect your equipment if necessary
3. Provide re-service at no charge if the issue is due to our workmanship
4. Offer a service credit if re-service is not practical
5. Only consider refunds as a last resort in exceptional circumstances

5. Weather and Conditions

We apply wax based on your selected temperature range or all-mountain conditions. Once applied, we cannot provide refunds for:

• Changes in weather or snow conditions
• Personal preference for different wax after application
• Normal wax wear from skiing/riding

If conditions change before you ski, we're happy to re-wax for the new conditions for an additional service fee.

6. Partner Property Bookings

Bookings made through partner hotels and resorts follow this same policy, with additional considerations:

• Delivery fees may be waived for partner property guests
• Partner-specific policies may apply (we'll notify you at booking)
• Contact your hotel concierge or us directly for assistance

7. Refund Processing

Timeline

• Approved refunds are processed within 5-7 business days
• Refunds are issued to the original payment method
• Your bank may take additional time to post the refund to your account

Notification

You will receive email confirmation when a refund has been:

1. Approved by our team
2. Processed to your payment method

8. Modifications to This Policy

We reserve the right to modify this policy at any time. Changes will be posted on our website with an updated effective date. Your continued use of our services constitutes acceptance of any changes.

9. Contact Us

For questions about cancellations, refunds, or to request a cancellation, please contact us:

• Email: hi@valetwax.com
• Phone: (435) 334-4455
• Hours: 7:00 AM - 7:00 PM Mountain Time, 7 days a week