UpSteam Purchase Terms
These "Terms of Purchase" operate in accordance with our "Privacy Policy". All of these terms and conditions apply to all people who visit the UpSteam website and related websites, use the UpSteam telephone application or use the services provided by UpSteam through any channel. UpSteam purchase conditions have been confirmed and are valid from 31.07.2020.
SERVICE
UpSteam is a mobile car wash service that comes to customers within its own service area (or in other cities and countries) and washes cars both inside and outside in locations suitable for customers.
1. It is possible to order additional services (i.e waxing, bitumen removal, etc.) in addition to the existing basic services (i.e external washing, internal washing, etc.).
2. The ordering of additional services is only in conjunction with the basic services, i.e it is not possible to order additional services separately. There are also corresponding surcharges for car sizes and additional services, the cost of which is up to UpSteam to decide.
3. UpSteam reserves the full right to change the names, descriptive texts, structure, prices and other details of its services at any time.
4. All such changes are public and will be reflected on the UpSteam website.
5. Before submitting the reservation, the customer is obliged to read the price list on the current website. The UpSteam phone application always displays the latest price list immediately before placing an order.
6. In addition to these terms and conditions, the legal relationship arising from the purchase of services on the UpSteam website is governed by the local law of obligations, the Consumer Protection Act and other legislation.
ORDERING
We work with the UpSteam team for your convenience and develop our systems to provide you with a smooth and high-quality service. We are a reservation-based service and perform washes during the time when you are not using your car, so that you could save time and do more important things.
7. Entering information in the UpSteam booking system or in the telephone application is equivalent to a "Reservation" and will only be considered as an "Order" or a "Booking" after the request has been confirmed.
8. The order is confirmed if the order confirmation is sent via e-mail or is displayed in the customer's phone application. The payment has to be made or in case the order was made via telephone call or e-mail then it will be confirmed verbally by our customer support.
9. At the time of order confirmation, the customer automatically agrees to all conditions related to the order (including cancellation, payment, etc.).
10. From the confirmation of the order, all conditions of changing and canceling the UpSteam reservation apply to the customer and his order.
11. Lack of acquaintance with the purchase conditions is not a ground for non-compliance with the conditions.
12. Reservations can be submitted and confirmed bilaterally via the reservation system, telephone application, e-mail, telephone or by ordering directly through a member of the UpSteam team providing services.
13. Adding data to UpSteam's booking systems is secure and prudent, ie your data will not be used for activities other than those set out in UpSteam's Privacy Policy.
MODIFICATION AND CANCELLATION OF A BOOKING
Modification of contact information or services
14. The customer has the right to change the contact information and car data related to the order until the start of the service specified in the reservation.
15. Car exchange immediately before the start of the order is allowed only for services ordered at full price.
16. If the price of the washable car with is lower than the full price and is exchanged without a prior agreement, a non-discounted invoice will be issued to the customer for the work performed.
17. UpSteam must be notified of any change in the address / location of the service as soon as possible, but not less than 60 minutes before the time of the service.
18. If the new address does not significantly affect the driving time and was done with sufficient notice, no surcharges will be indicated and UpSteam will come to wash the customer's car at the new designated location.
19. If the new address is significantly further away from the previous location of the service (eg outside the service area), UpSteam may either cancel the order and provide the customer with a call charge or accept the changed address and add a long-distance charge to the completed order. If the new location of the service is still within the city (in our service area) and it does not affect the timely arrival of the next customers, UpSteam will not charge extra for changing the address.
20. UpSteam washer may recommend additional services required before starting the service (eg bitumen removal). If a customer wishes to add a new additional service while an existing service is being provided, the UpSteam team may in certain cases refuse to accept time-consuming additional services if this affects the timely arrival of subsequent customers.
Rebooking
21. The customer has the right to rebook his service at no extra charge by notifying UpSteam at least 6 hours before the service takes place. UpSteam may allow rebooking within a shorter period of time, but not less than 2 hours before the service takes place.
22. Upon timely re-booking of the service, a call-up fee or other fees are not applied, but the customer's service is moved to the desired time and the order is completed.
23. If the customer is late with the re-booking notification (immediately before the start time of the order), the service will be re-booked for the new desired time, but the customer will also be invoiced for the Calling Fee.
Cancelling your order
24. The customer has the right to cancel the reservation without any justification and if the customer has not yet received any services, to get back the full service amount (excl. possible surcharges for late cancellation, etc).
25. If an unexpected situation arises where it is not possible to provide the service to the customer at the agreed time, we will contact the customer ourselves and offer a new time or other alternative.
26. If re-booking is not possible, then cancellation of the order without additional charges is allowed at least 12 hours before the service takes place.
27. Our washer may be late to your location for various reasons not related to UpSteam (e.g traffic). In this case, you can rebook or cancel your order free of charge, provided that the washer is at least 20 minutes late. In the event of a delay of less than 20 minutes, the washer will complete the work ordered and all other cancellation and rebooking conditions will still apply.
28. If the order is canceled less than 12 hours and more than 2 hours before the start of the order, UpSteam has the right to apply the Order cancellation fee (check definitions section) to the customer. If the customer cancels the order less than 2 hours before the start of the order, UpSteam has the right to apply a Callout Fee (check definitions section) to the customer.
29. UpSteam reserves the right to apply a discount on the invoice for a canceled booking, as the case may be.
30. If the customer extraordinarily wishes to cancel the order during the already started service and according and during the time when the washer is still completing the work, the customer will be invoiced for the full amount of the ordered services.
31. If the customer exceptionally wishes to leave the order incomplete during the already started service, UpSteam can set a discount for the work done. This clause is valid provided that the UpSteam washer has exceeded the order deadline specified in the booking.
32. If the end time of the order has not been exceeded, but the customer wishes to leave before the order is completed, UpSteam has the right to issue an invoice with the full amount to the customer for the ordered services.
Not showing up
33. If the customer is not at the agreed location at the time booked by him/her and the car to be serviced is not located in the immediate vicinity of the address, UpSteam will contact the customer and wait for the customer. If the customer does not answer the phone and / or SMS, UpSteam has the right to cancel the order 20 minutes after the scheduled start time of the order and submit an invoice with the Calling Fee to the customer.
34. If the customer's delay in the location of the order does not affect the timely arrival of the next customers, the UpSteam washer will wait for the customer to arrive.
35. If a customer's delay in the ordered location affects the timely arrival of subsequent customers, UpSteam may, with the customer's consent, make a package of services for a lesser time or move on to the next customer and then invoice for the booked services.
36. UpSteam will use its best endeavors to fulfill all orders to the extent confirmed in the booking for both timely and late orders.
Notification channels:
37. In case of very fast changes, please call our customer support number or send an SMS.
38. The next fastest way to contact UpSteam is to write a message on the UpSteam Facebook page or using the Messenger chat on our website.
39. For less critical inquiries, please contact UpSteam by email. We try to respond to all emails within 24 hours.
40. If you have any questions regarding the service process or other issues, you can also contact the washer directly during your order.
UPSTEAM SATISFACTION GUARANTEE
We measure our success in our customer's smiles. If you are not satisfied with the quality of the work you ordered, feel free to let us know what details we missed and we will be happy to correct the work we did not do so that you can enjoy driving a clean car.
41. The guarantee-work to be done is completely free of charge for the customer, but provided that UpSteam has been notified in a timely manner.
42. All inquiries for the fixes to the UpSteam Satisfaction Guarantee must be submitted within 24 hours of the end date of your order. Alternatively, UpSteam can offer discounts or refunds to the customer. UpSteam decides whether to offer alternatives when applicable.
43. UpSteam no longer has to guarantee the satisfaction of subsequent claims further than 24h after the order is completed.
44. If you have driven the car in the meantime and the car has become dirty again, the quality guarantee still applies to the car parts confirmed in the complaint. The quality guarantee does not apply to situations where quality defects have occurred after the end of the wash (weather, dirt flying from passing cars, etc.).
45. We will make corrections to the work done as a matter of priority, but as soon as possible (usually on the same or the next day after we receive the complaint). UpSteam may ask for photos to understand the complaint better.
46. We perform guarantee-jobs only within the package of services chosen and paid by the client. Gurantee applies only for those services and details that were left unnoticed or were performed with non-standard quality. This means that if, for example, one rim is left dirty, UpSteam is not obligated to will rewash the entire car and perform all the ordered services all over again but the washer will come to you and clean this one rim free of charge.
47. If the complaint is made for work that has not been ordered by the customer at the time of booking, the UpSteam Satisfaction Guarantee does not apply. For example, the interior washing package does not include hair removal, deep seat washing or other items mentioned in the additional services.
48. Special jobs (odors, molds, chewing gums, rust, engine, etc.) are not guaranteed by the UpSteam satisfaction guarantee. If the customer has not submitted additional remarks about special jobs in the initial order and the price of the works has not been agreed upon, UpSteam is not responsible for the quality of these works.
49. During the guarantee-job, the customer may also change or supplement his previous service package on site for a fee, but only on condition that UpSteam has been notified in advance and / or the lender does not delay subsequent customers' orders.
50. UpSteam is convinced of the safety of its washing technology and since after ordering the customer can discover defects in the car that were already there but came visible after the car was cleaned, the damage will only be satisfied if sufficient evidence is provided (before and after photos). If the "Additional Notes" section of the booking does not indicate the characteristics of the car's surfaces known to the customer (scratches, damaged or old plastic parts, rust, fresh paint coating, textile damages, etc.), UpSteam is not responsible for the occurrence or aggravation of such damage.
DISCOUNT CODES AND PROMOTIONS
UpSteam uses promo-codes, promotions, vouchers, coupons, flyers, gifts and other similar means ("Promotions") for marketing and promotional purposes.
51. UpSteam has the right to issue benefits selectively (e.g to good customers).
52. The customer has the right to use promotional codes and other elements of the campaign only to receive UpSteam services.
53. Benefits cannot be withdrawn in cash.
54. UpSteam reserves the right to terminate and cancel promotional codes, promotions and other such elements at any time, for which no public notice is required.
55. Discounts are valid only for the correct execution of instructions and entry in the locations intended for discount codes.
56. If the discount has not been used in accordance with these instructions, UpSteam may refuse to grant the discount (including the expiration of gift cards).
57. Valid benefits may only be granted by UpSteam itself and by authorized persons and partners associated with UpSteam.
58. UpSteam is not responsible for providing benefits announced by third parties.
RAIN AND OTHER WEATHER CONDITIONS
Unfortunately, the weather is not controlled by UpSteam. Since we mostly work under the open sky, we have developed different washing methods for all weather conditions. It is well known that simply leaving a car in the rain is not an effective way to clean a car and we assure you that your car will be cleaned by UpSteam even during rainy weather.
59. We ask you to check the weather forecast before confirming your reservation.
60. As UpSteam also ensures very good results in case of precipitation (rain, sleet, snow, etc.) then this does not change or shorten the conditions of cancellation, rebooking and other changes to the reservation.
61. Waxing can be difficult in certain weather conditions (strong sun, heavy rain). In this case, we will inform you as soon as possible and offer alternative solutions (moving the car into the shade, waxing next time, rebooking the order, discount code etc.).
62. UpSteam is not responsible if, after the correct completion of the work, your car becomes dirty for reasons beyond our control (the passing car splashes full, bird droppings, road dusting, etc.).
PAYMENT
63. UpSteam accepts both prepayments and post-payments.
64. All UpSteam service prices include VAT.
65. Upon prepayment, the customer can pay for the service with the payment solution in the reservation system or directly by transfer from their Internet bank.
66. After the provision of the service, all customers will be provided with an electronic invoice with all the details of the order within a maximum of 48 hours. The customer is obliged to pay for the used services electronically to the account number specified in the invoice within 7 working days at the latest, above which interest on the invoice will be charged. In case you haven't received an invoice after 48h of your order then we kindly ask you to contact our customer support.
67. UpSteam does not accept payment in cash as a method of payment and may require payment of an electronic invoice in the absence of proof of payment.
68. It is allowed to leave tips to your washer. Granting tips to washers is a voluntary decision on the part of the customer and is not reflected separately on the invoice.
DEBT
We understand that sometimes we all forget things. Therefore, if you forgot to pay your invoice, we can send occasional payment-reminders. However, this shall not cancel the interest for late payment.
69. All invoices have a payment deadline of 7 days after the invoice is issued.
70. From the 8th day, 0.5% interest will be charged.
71. The customer is responsible for submitting correct payment data. If the customer has provided us with incorrect contact information, this does not exclude the obligation to pay the invoice or interest on arrears.
72. The customer is prohibited from placing a new order until the invoice with default interest has been paid in full.
73. If the customer has ignored our payment reminders, the debt will be transferred to the payment collection company in case of a long overdue payment (60 days). If the amount is more than € 100 and the debt has not been reimbursed within 90 days, UpSteam has the right to apply to public legal organizations for a debt claim.
REFERRAL SYSTEM
If you enjoy UpSteam's services, what could be better than helping your friends and acquaintances get bonuses in addition to your orders? UpSteam may also ask you to recommend your services to your acquaintances and friends, which will give you the opportunity to earn free UpSteam credits and gift cards. We've made it as easy as possible for you - by sharing your unique code with your friends.
74. It is not possible to combine the earned washing credit and additional services with the promotional codes of other active campaigns.
75. In order to earn washing credit and additional services, the second recommended person must order his / her first UpSteam service using your code.
76. It is prohibited:
78. More serious infringements and fraud are followed by a claim for damages, which is passed on to the relevant judicial authority if necessary. UpSteam reserves the right to cancel or change all free washing credits and additional services (with prior notice).
DAMAGES
We always do our best to perform good-quality and safe car washing. We take full responsibility for the clearly visible damages caused to your car by any of our washers or representatives. UpSteam cannot be held liable for any damages discovered later that may have occurred due to the characteristics of the customer's car or for which UpSteam had not been notified in a high probability of occurrence.
79. The customer is obliged to notify UpSteam about the existing damage to his car already in the additional notes before placing the order. In this way, UpSteam can prevent the damage from getting worse. If the damage was not noted, UpSteam is not responsible for aggravating the damage.
80. If the customer's windscreen has been previously scratched and marked and the customer does not indicate this in the additional notes, the customer shall be liable for any additional damage to the windscreen. The pressure of the UpSteam washers is not too strong, but bigger glass cracks can cause the windshield to brake even more.
81. When ordering engine wash, UpSteam is not responsible for any possible damages.
82. UpSteam is not responsible for complaints that are or may be related to the non-ordering of necessary additional services (e.g bitumen removal). The UpSteam washer may recommend additional services to the customer, but if the customer refuses, UpSteam will no longer be liable for damages caused by failure to perform this additional service. For example, there may be grains of sand inside bitumen that do not come off when performing regular exterior washing. If the customer refuses to add this service to their order, UpSteam is not responsible for any possible scratches.
83. UpSteam will only repair or pay for damages in full if the customer can prove that the damage was caused by UpSteam or there is clear evidence of damages caused by UpSteam. Most accidents and car scratches occur in parking lots, and as other cars may damage the customer's car immediately after leaving the customer's car or after the order has been placed, UpSteam will not be liable for any damage for which there is no clear evidence. If necessary, UpSteam may request a professional damage inspection.
84. If the damage is proven and clearly caused by UpSteam, the damage will be covered by UpSteam. In this case, UpSteam will only cover the damage specifically caused by UpSteam. This means that the condition before the damage was caused shall be restored and the damages that already existed before will not be repaired. Upon customer's consent, other alternatives may be offered to fix the problems.
DEFINITIONS
Servicing area
The servicing area is the area within which the ordering of UpSteam services is free of charge, ie the delivery and dricing to you is included in the price of the service. UpSteam has the right to change or update the servicing area. When ordering outside the service area, a surcharge may apply for longer journeys.
Long-distance fare:
Outside the designated servicing area of UpSteam, a kilometer-based long-distance fare applies for each kilometer calculated per bird's flight from its border. When ordering from the phone application, the exact amount of the long-distance fee will be displayed to the customer before ordering at the location selection. If you order an UpSteam service by phone or from our website, we will manually add them to your order and you will see them on the invoice after the your order is completed. The servicing area defined by UpSteam is available at the "Services" section on our website.
Order cancellation fee:
In case of cancellation less than 12 hours and more than 2 hours before the start of the order, an additional fee will be applied. The order cancellation fee only applies to those orders which have been confirmed by UpSteam. If your order is still in the "To be confirmed" status and you decide to cancel your order, you can do so completely free of charge, regardless of the time until the start of the washing.
Callout fee
A callout fee applies for cancellations made less than 2 hours before the start of the booking, also for "No show" or for significant changes to the confirmed booking. UpSteam Members may have a discounted callout fee. So you wouldn't forget your washing time, we will send you an SMS reminder with the washing time after confirming your service request. In case you place an order that is outside the city limits but you wish to cancel it with a callout fee, a long-distance fee may be added extra in accordance with the terms of the long-distance fee.
Wash package
A set of services, additional services, special works and car sizes selected by the customer together with the sum of the corresponding prices in the price list of services.
Order request
An initial request that is in "To be confirmed" status. No extra fees or responsibilities are due in this status. When the order is confirmed by UpSteam staff, only then it becomes a an "Order".
Order
An order placed in the UpSteam reservation system or other channels, in which case UpSteam must perform the desired service package at the location chosen by the customer by the time and date specified by the customer.
Member
A regular customer who uses UpSteam services on a scheduled basis. All members have a fixed discount on services.
LOCAL FEES
Long-distance fare: 2 zł for each kilometre outside our servicing area (calculated from a bird's eye view).
Order cancellation fee: If you cancel a confirmed order between 2-12 hours before the start of your order start time, a fee of 10 zł will apply.
Callout fee : If you cancel a confirmed order less than 2 hours before the start of your wash, a fee of 20 zł will apply. UpSteam members with a washing- schedule have a discounted callout fee of 10 zł.
CONTACT AND INFORMATION
Customer support: +48 602 114 702
E-mail: warsaw@upsteam.eu
Map of the service area and prices of services: www.upsteam.eu/cennik
SERVICE
UpSteam is a mobile car wash service that comes to customers within its own service area (or in other cities and countries) and washes cars both inside and outside in locations suitable for customers.
1. It is possible to order additional services (i.e waxing, bitumen removal, etc.) in addition to the existing basic services (i.e external washing, internal washing, etc.).
2. The ordering of additional services is only in conjunction with the basic services, i.e it is not possible to order additional services separately. There are also corresponding surcharges for car sizes and additional services, the cost of which is up to UpSteam to decide.
3. UpSteam reserves the full right to change the names, descriptive texts, structure, prices and other details of its services at any time.
4. All such changes are public and will be reflected on the UpSteam website.
5. Before submitting the reservation, the customer is obliged to read the price list on the current website. The UpSteam phone application always displays the latest price list immediately before placing an order.
6. In addition to these terms and conditions, the legal relationship arising from the purchase of services on the UpSteam website is governed by the local law of obligations, the Consumer Protection Act and other legislation.
ORDERING
We work with the UpSteam team for your convenience and develop our systems to provide you with a smooth and high-quality service. We are a reservation-based service and perform washes during the time when you are not using your car, so that you could save time and do more important things.
7. Entering information in the UpSteam booking system or in the telephone application is equivalent to a "Reservation" and will only be considered as an "Order" or a "Booking" after the request has been confirmed.
8. The order is confirmed if the order confirmation is sent via e-mail or is displayed in the customer's phone application. The payment has to be made or in case the order was made via telephone call or e-mail then it will be confirmed verbally by our customer support.
9. At the time of order confirmation, the customer automatically agrees to all conditions related to the order (including cancellation, payment, etc.).
10. From the confirmation of the order, all conditions of changing and canceling the UpSteam reservation apply to the customer and his order.
11. Lack of acquaintance with the purchase conditions is not a ground for non-compliance with the conditions.
12. Reservations can be submitted and confirmed bilaterally via the reservation system, telephone application, e-mail, telephone or by ordering directly through a member of the UpSteam team providing services.
13. Adding data to UpSteam's booking systems is secure and prudent, ie your data will not be used for activities other than those set out in UpSteam's Privacy Policy.
MODIFICATION AND CANCELLATION OF A BOOKING
Modification of contact information or services
14. The customer has the right to change the contact information and car data related to the order until the start of the service specified in the reservation.
15. Car exchange immediately before the start of the order is allowed only for services ordered at full price.
16. If the price of the washable car with is lower than the full price and is exchanged without a prior agreement, a non-discounted invoice will be issued to the customer for the work performed.
17. UpSteam must be notified of any change in the address / location of the service as soon as possible, but not less than 60 minutes before the time of the service.
18. If the new address does not significantly affect the driving time and was done with sufficient notice, no surcharges will be indicated and UpSteam will come to wash the customer's car at the new designated location.
19. If the new address is significantly further away from the previous location of the service (eg outside the service area), UpSteam may either cancel the order and provide the customer with a call charge or accept the changed address and add a long-distance charge to the completed order. If the new location of the service is still within the city (in our service area) and it does not affect the timely arrival of the next customers, UpSteam will not charge extra for changing the address.
20. UpSteam washer may recommend additional services required before starting the service (eg bitumen removal). If a customer wishes to add a new additional service while an existing service is being provided, the UpSteam team may in certain cases refuse to accept time-consuming additional services if this affects the timely arrival of subsequent customers.
Rebooking
21. The customer has the right to rebook his service at no extra charge by notifying UpSteam at least 6 hours before the service takes place. UpSteam may allow rebooking within a shorter period of time, but not less than 2 hours before the service takes place.
22. Upon timely re-booking of the service, a call-up fee or other fees are not applied, but the customer's service is moved to the desired time and the order is completed.
23. If the customer is late with the re-booking notification (immediately before the start time of the order), the service will be re-booked for the new desired time, but the customer will also be invoiced for the Calling Fee.
Cancelling your order
24. The customer has the right to cancel the reservation without any justification and if the customer has not yet received any services, to get back the full service amount (excl. possible surcharges for late cancellation, etc).
25. If an unexpected situation arises where it is not possible to provide the service to the customer at the agreed time, we will contact the customer ourselves and offer a new time or other alternative.
26. If re-booking is not possible, then cancellation of the order without additional charges is allowed at least 12 hours before the service takes place.
27. Our washer may be late to your location for various reasons not related to UpSteam (e.g traffic). In this case, you can rebook or cancel your order free of charge, provided that the washer is at least 20 minutes late. In the event of a delay of less than 20 minutes, the washer will complete the work ordered and all other cancellation and rebooking conditions will still apply.
28. If the order is canceled less than 12 hours and more than 2 hours before the start of the order, UpSteam has the right to apply the Order cancellation fee (check definitions section) to the customer. If the customer cancels the order less than 2 hours before the start of the order, UpSteam has the right to apply a Callout Fee (check definitions section) to the customer.
29. UpSteam reserves the right to apply a discount on the invoice for a canceled booking, as the case may be.
30. If the customer extraordinarily wishes to cancel the order during the already started service and according and during the time when the washer is still completing the work, the customer will be invoiced for the full amount of the ordered services.
31. If the customer exceptionally wishes to leave the order incomplete during the already started service, UpSteam can set a discount for the work done. This clause is valid provided that the UpSteam washer has exceeded the order deadline specified in the booking.
32. If the end time of the order has not been exceeded, but the customer wishes to leave before the order is completed, UpSteam has the right to issue an invoice with the full amount to the customer for the ordered services.
Not showing up
33. If the customer is not at the agreed location at the time booked by him/her and the car to be serviced is not located in the immediate vicinity of the address, UpSteam will contact the customer and wait for the customer. If the customer does not answer the phone and / or SMS, UpSteam has the right to cancel the order 20 minutes after the scheduled start time of the order and submit an invoice with the Calling Fee to the customer.
34. If the customer's delay in the location of the order does not affect the timely arrival of the next customers, the UpSteam washer will wait for the customer to arrive.
35. If a customer's delay in the ordered location affects the timely arrival of subsequent customers, UpSteam may, with the customer's consent, make a package of services for a lesser time or move on to the next customer and then invoice for the booked services.
36. UpSteam will use its best endeavors to fulfill all orders to the extent confirmed in the booking for both timely and late orders.
Notification channels:
37. In case of very fast changes, please call our customer support number or send an SMS.
38. The next fastest way to contact UpSteam is to write a message on the UpSteam Facebook page or using the Messenger chat on our website.
39. For less critical inquiries, please contact UpSteam by email. We try to respond to all emails within 24 hours.
40. If you have any questions regarding the service process or other issues, you can also contact the washer directly during your order.
UPSTEAM SATISFACTION GUARANTEE
We measure our success in our customer's smiles. If you are not satisfied with the quality of the work you ordered, feel free to let us know what details we missed and we will be happy to correct the work we did not do so that you can enjoy driving a clean car.
41. The guarantee-work to be done is completely free of charge for the customer, but provided that UpSteam has been notified in a timely manner.
42. All inquiries for the fixes to the UpSteam Satisfaction Guarantee must be submitted within 24 hours of the end date of your order. Alternatively, UpSteam can offer discounts or refunds to the customer. UpSteam decides whether to offer alternatives when applicable.
43. UpSteam no longer has to guarantee the satisfaction of subsequent claims further than 24h after the order is completed.
44. If you have driven the car in the meantime and the car has become dirty again, the quality guarantee still applies to the car parts confirmed in the complaint. The quality guarantee does not apply to situations where quality defects have occurred after the end of the wash (weather, dirt flying from passing cars, etc.).
45. We will make corrections to the work done as a matter of priority, but as soon as possible (usually on the same or the next day after we receive the complaint). UpSteam may ask for photos to understand the complaint better.
46. We perform guarantee-jobs only within the package of services chosen and paid by the client. Gurantee applies only for those services and details that were left unnoticed or were performed with non-standard quality. This means that if, for example, one rim is left dirty, UpSteam is not obligated to will rewash the entire car and perform all the ordered services all over again but the washer will come to you and clean this one rim free of charge.
47. If the complaint is made for work that has not been ordered by the customer at the time of booking, the UpSteam Satisfaction Guarantee does not apply. For example, the interior washing package does not include hair removal, deep seat washing or other items mentioned in the additional services.
48. Special jobs (odors, molds, chewing gums, rust, engine, etc.) are not guaranteed by the UpSteam satisfaction guarantee. If the customer has not submitted additional remarks about special jobs in the initial order and the price of the works has not been agreed upon, UpSteam is not responsible for the quality of these works.
49. During the guarantee-job, the customer may also change or supplement his previous service package on site for a fee, but only on condition that UpSteam has been notified in advance and / or the lender does not delay subsequent customers' orders.
50. UpSteam is convinced of the safety of its washing technology and since after ordering the customer can discover defects in the car that were already there but came visible after the car was cleaned, the damage will only be satisfied if sufficient evidence is provided (before and after photos). If the "Additional Notes" section of the booking does not indicate the characteristics of the car's surfaces known to the customer (scratches, damaged or old plastic parts, rust, fresh paint coating, textile damages, etc.), UpSteam is not responsible for the occurrence or aggravation of such damage.
DISCOUNT CODES AND PROMOTIONS
UpSteam uses promo-codes, promotions, vouchers, coupons, flyers, gifts and other similar means ("Promotions") for marketing and promotional purposes.
51. UpSteam has the right to issue benefits selectively (e.g to good customers).
52. The customer has the right to use promotional codes and other elements of the campaign only to receive UpSteam services.
53. Benefits cannot be withdrawn in cash.
54. UpSteam reserves the right to terminate and cancel promotional codes, promotions and other such elements at any time, for which no public notice is required.
55. Discounts are valid only for the correct execution of instructions and entry in the locations intended for discount codes.
56. If the discount has not been used in accordance with these instructions, UpSteam may refuse to grant the discount (including the expiration of gift cards).
57. Valid benefits may only be granted by UpSteam itself and by authorized persons and partners associated with UpSteam.
58. UpSteam is not responsible for providing benefits announced by third parties.
RAIN AND OTHER WEATHER CONDITIONS
Unfortunately, the weather is not controlled by UpSteam. Since we mostly work under the open sky, we have developed different washing methods for all weather conditions. It is well known that simply leaving a car in the rain is not an effective way to clean a car and we assure you that your car will be cleaned by UpSteam even during rainy weather.
59. We ask you to check the weather forecast before confirming your reservation.
60. As UpSteam also ensures very good results in case of precipitation (rain, sleet, snow, etc.) then this does not change or shorten the conditions of cancellation, rebooking and other changes to the reservation.
61. Waxing can be difficult in certain weather conditions (strong sun, heavy rain). In this case, we will inform you as soon as possible and offer alternative solutions (moving the car into the shade, waxing next time, rebooking the order, discount code etc.).
62. UpSteam is not responsible if, after the correct completion of the work, your car becomes dirty for reasons beyond our control (the passing car splashes full, bird droppings, road dusting, etc.).
PAYMENT
63. UpSteam accepts both prepayments and post-payments.
64. All UpSteam service prices include VAT.
65. Upon prepayment, the customer can pay for the service with the payment solution in the reservation system or directly by transfer from their Internet bank.
66. After the provision of the service, all customers will be provided with an electronic invoice with all the details of the order within a maximum of 48 hours. The customer is obliged to pay for the used services electronically to the account number specified in the invoice within 7 working days at the latest, above which interest on the invoice will be charged. In case you haven't received an invoice after 48h of your order then we kindly ask you to contact our customer support.
67. UpSteam does not accept payment in cash as a method of payment and may require payment of an electronic invoice in the absence of proof of payment.
68. It is allowed to leave tips to your washer. Granting tips to washers is a voluntary decision on the part of the customer and is not reflected separately on the invoice.
DEBT
We understand that sometimes we all forget things. Therefore, if you forgot to pay your invoice, we can send occasional payment-reminders. However, this shall not cancel the interest for late payment.
69. All invoices have a payment deadline of 7 days after the invoice is issued.
70. From the 8th day, 0.5% interest will be charged.
71. The customer is responsible for submitting correct payment data. If the customer has provided us with incorrect contact information, this does not exclude the obligation to pay the invoice or interest on arrears.
72. The customer is prohibited from placing a new order until the invoice with default interest has been paid in full.
73. If the customer has ignored our payment reminders, the debt will be transferred to the payment collection company in case of a long overdue payment (60 days). If the amount is more than € 100 and the debt has not been reimbursed within 90 days, UpSteam has the right to apply to public legal organizations for a debt claim.
REFERRAL SYSTEM
If you enjoy UpSteam's services, what could be better than helping your friends and acquaintances get bonuses in addition to your orders? UpSteam may also ask you to recommend your services to your acquaintances and friends, which will give you the opportunity to earn free UpSteam credits and gift cards. We've made it as easy as possible for you - by sharing your unique code with your friends.
74. It is not possible to combine the earned washing credit and additional services with the promotional codes of other active campaigns.
75. In order to earn washing credit and additional services, the second recommended person must order his / her first UpSteam service using your code.
76. It is prohibited:
- Creating shadow accounts with false information and earning credit by cross-referencing between them;
- Placing incorrect orders and later canceling orders for the purpose of earning credit;
- Leverage existing UpSteam members and customers through a variety of email addresses;
- Sending spam to people you do not know or using any kind of dishonest, illegal or forceful method;
- Use of information boards, public forums, websites of other companies, etc. to distribute your code;
- Subscribe to UpSteam services using someone else's account;
- Inviting a fictitious person to UpSteam, misusing third party data, identity theft or submitting any type of false or misleading information to UpSteam;
- Use your code in a derogatory manner in UpSteam;
- Share your code in violation of any UpSteam security, privacy or purchase terms;
78. More serious infringements and fraud are followed by a claim for damages, which is passed on to the relevant judicial authority if necessary. UpSteam reserves the right to cancel or change all free washing credits and additional services (with prior notice).
DAMAGES
We always do our best to perform good-quality and safe car washing. We take full responsibility for the clearly visible damages caused to your car by any of our washers or representatives. UpSteam cannot be held liable for any damages discovered later that may have occurred due to the characteristics of the customer's car or for which UpSteam had not been notified in a high probability of occurrence.
79. The customer is obliged to notify UpSteam about the existing damage to his car already in the additional notes before placing the order. In this way, UpSteam can prevent the damage from getting worse. If the damage was not noted, UpSteam is not responsible for aggravating the damage.
80. If the customer's windscreen has been previously scratched and marked and the customer does not indicate this in the additional notes, the customer shall be liable for any additional damage to the windscreen. The pressure of the UpSteam washers is not too strong, but bigger glass cracks can cause the windshield to brake even more.
81. When ordering engine wash, UpSteam is not responsible for any possible damages.
82. UpSteam is not responsible for complaints that are or may be related to the non-ordering of necessary additional services (e.g bitumen removal). The UpSteam washer may recommend additional services to the customer, but if the customer refuses, UpSteam will no longer be liable for damages caused by failure to perform this additional service. For example, there may be grains of sand inside bitumen that do not come off when performing regular exterior washing. If the customer refuses to add this service to their order, UpSteam is not responsible for any possible scratches.
83. UpSteam will only repair or pay for damages in full if the customer can prove that the damage was caused by UpSteam or there is clear evidence of damages caused by UpSteam. Most accidents and car scratches occur in parking lots, and as other cars may damage the customer's car immediately after leaving the customer's car or after the order has been placed, UpSteam will not be liable for any damage for which there is no clear evidence. If necessary, UpSteam may request a professional damage inspection.
84. If the damage is proven and clearly caused by UpSteam, the damage will be covered by UpSteam. In this case, UpSteam will only cover the damage specifically caused by UpSteam. This means that the condition before the damage was caused shall be restored and the damages that already existed before will not be repaired. Upon customer's consent, other alternatives may be offered to fix the problems.
DEFINITIONS
Servicing area
The servicing area is the area within which the ordering of UpSteam services is free of charge, ie the delivery and dricing to you is included in the price of the service. UpSteam has the right to change or update the servicing area. When ordering outside the service area, a surcharge may apply for longer journeys.
Long-distance fare:
Outside the designated servicing area of UpSteam, a kilometer-based long-distance fare applies for each kilometer calculated per bird's flight from its border. When ordering from the phone application, the exact amount of the long-distance fee will be displayed to the customer before ordering at the location selection. If you order an UpSteam service by phone or from our website, we will manually add them to your order and you will see them on the invoice after the your order is completed. The servicing area defined by UpSteam is available at the "Services" section on our website.
Order cancellation fee:
In case of cancellation less than 12 hours and more than 2 hours before the start of the order, an additional fee will be applied. The order cancellation fee only applies to those orders which have been confirmed by UpSteam. If your order is still in the "To be confirmed" status and you decide to cancel your order, you can do so completely free of charge, regardless of the time until the start of the washing.
Callout fee
A callout fee applies for cancellations made less than 2 hours before the start of the booking, also for "No show" or for significant changes to the confirmed booking. UpSteam Members may have a discounted callout fee. So you wouldn't forget your washing time, we will send you an SMS reminder with the washing time after confirming your service request. In case you place an order that is outside the city limits but you wish to cancel it with a callout fee, a long-distance fee may be added extra in accordance with the terms of the long-distance fee.
Wash package
A set of services, additional services, special works and car sizes selected by the customer together with the sum of the corresponding prices in the price list of services.
Order request
An initial request that is in "To be confirmed" status. No extra fees or responsibilities are due in this status. When the order is confirmed by UpSteam staff, only then it becomes a an "Order".
Order
An order placed in the UpSteam reservation system or other channels, in which case UpSteam must perform the desired service package at the location chosen by the customer by the time and date specified by the customer.
Member
A regular customer who uses UpSteam services on a scheduled basis. All members have a fixed discount on services.
LOCAL FEES
Long-distance fare: 2 zł for each kilometre outside our servicing area (calculated from a bird's eye view).
Order cancellation fee: If you cancel a confirmed order between 2-12 hours before the start of your order start time, a fee of 10 zł will apply.
Callout fee : If you cancel a confirmed order less than 2 hours before the start of your wash, a fee of 20 zł will apply. UpSteam members with a washing- schedule have a discounted callout fee of 10 zł.
CONTACT AND INFORMATION
Customer support: +48 602 114 702
E-mail: warsaw@upsteam.eu
Map of the service area and prices of services: www.upsteam.eu/cennik
