Last updated: September 2026. Effective from 22 September 2026. Issued by Zuno Group Ltd.

This is a replacement for the version dated July 2026, not an update to it.

1. WHO SUPPLIES YOUR SERVICE, AND WHAT THIS POLICY COVERS

Your service is supplied by an independent Service Operative, not by Zuno. Your contract for the service is with that Service Operative.

Zuno Group Ltd operates the platform and acts as the Service Operative's agent. Zuno markets the service, sets the price on the Service Operative's behalf, concludes the booking in their name, collects your payment on their behalf, and handles customer service, cancellations, refunds and disputes on their behalf. Zuno does not act as your agent and does not supply vehicle services.

When you pay Zuno, you have paid your Service Operative in full. You owe them nothing further, and any refund due to you is paid by Zuno out of the sums it collected from you for that booking.

This Policy explains when a refund is due, how much, and how a disagreement is decided. It applies to every booking made through Zuno, including bookings covering more than one vehicle.

Where a booking covers more than one vehicle, each vehicle is treated separately. A refund for one vehicle does not affect the others.

2. BOOKINGS MADE FOR SOMEONE ELSE

Where you book a service for a third party, such as a friend, family member or neighbour, you remain the contracting party. Refunds are issued to the original payment method and Zuno treats you as the contact for cancellations, refunds and service issues, unless arranged otherwise.

3. YOUR STATUTORY CANCELLATION RIGHT

Because you booked online, you have a legal right to cancel within 14 days of placing your booking. This right exists in law and nothing in this Policy removes it.

• Before the service has been carried out, you may cancel within that period and be refunded for anything not yet supplied.
• Where the service has been started but not finished, you are charged for what was supplied up to that point and refunded the balance.
• Once the service has been carried out in full, the right ends, provided you asked at checkout for the service to be carried out within the 14 day period and acknowledged that the right would end once it was complete.

To use this right, contact [email protected] and say that you are cancelling under your statutory right. You do not have to give a reason.

This right sits alongside the rules in section 4 below. Where the two give different answers, this section is the one that applies.

4. CANCELLING YOUR BOOKING

a) No Service Operative has accepted yet. Cancel at any time for a full refund.

b) A Service Operative has accepted, and you cancel 24 hours or more before the scheduled time. Full refund.

c) A Service Operative has accepted, and you cancel less than 24 hours before the scheduled time. No refund is due, and your Service Operative is paid in full for the time they reserved for you.

A Service Operative who accepts your booking may have turned down other work to do it, and less than 24 hours is rarely enough for them to fill the slot. That is why this rule exists.

Section 3 may still apply. Where you booked within the last 14 days, your statutory right applies to a cancellation under 4(c) and you will be refunded for anything not yet supplied.

d) How to cancel. Logged in customers cancel from their account. Guests cancel through Track and Manage Booking, using the booking reference and the email address on the booking.

e) Rescheduling. Bookings cannot be rescheduled. Cancel and place a new booking.

5. WHEN ZUNO CANCELS BEFORE A SERVICE OPERATIVE HAS ACCEPTED

Zuno will cancel your booking and refund you in full where:

• no Service Operative accepts it within the dispatch window;
• no Service Operative is available as the scheduled time approaches;
• the address falls outside the current coverage area; or
• the booking cannot be carried out for operational or safety reasons.

These refunds are issued automatically to the original payment method. No Service Operative has accepted the booking in these cases, so no payment is made to anyone.

6. IF YOUR SERVICE OPERATIVE DOES NOT ARRIVE

If your Service Operative has not arrived within 30 minutes of the scheduled start time, contact [email protected]. Zuno will attempt to reach them and confirm the position.

• Where they cannot be reached or cannot attend, Zuno cancels the booking under the authority the Service Operative has given it and refunds you in full. No payment is made to them.
• Where they give a revised arrival time and you accept it, the booking continues as agreed.
• Where you do not accept the revised time, the booking is cancelled and you are refunded in full.

Section 4(c) does not apply where a booking is cancelled because the Service Operative was late or did not attend.

7. HOW A DISAGREEMENT ABOUT A COMPLETED OR ATTEMPTED BOOKING IS DECIDED

Where a booking is not completed as booked, or you report a problem, Zuno reviews it and decides how the money for that booking is allocated between a refund to you and a payment to your Service Operative.

Four tests decide every review, and they are set out in sections 8 to 11 below. Those sections are the tests as they apply to you. The same four tests are applied to your Service Operative's side of the same booking, so that one set of facts produces one answer for both of you rather than two.

Worked examples of how the tests apply are published in the Zuno Service Outcomes Policy, which is public and shows the same examples to you and to your Service Operative.

Sections 8 to 11 set out what each test decides, in plain terms.

8. WHERE THE VEHICLE IS UNSUITABLE FOR THE SERVICE BOOKED

Some vehicles cannot be given the service that was booked. Examples are contamination or a biohazard, soiling beyond what the booked service covers, damage or a defect that makes the work unsafe, or a vehicle of a type Zuno does not service.

Your Service Operative must submit photographs and a reason.

• In the great majority of cases the vehicle is refunded in full and no payment is made for it.
• Where the vehicle was presented in a condition, or is of a type, that you could not reasonably have been unaware was unsuitable, no refund is due for that vehicle and your Service Operative is paid in full for it. This covers the small number of cases where a booking is made in disregard of the vehicle's obvious state.

Pet hair. Where a car booked for an interior or full clean has pet hair inside and dog hair removal was not added to the booking, the interior often cannot be finished to standard. The first time this happens you are refunded in full for that vehicle. Where the same car is booked again with pet hair inside and dog hair removal is again not selected, the second test above applies, because the condition is then one you could not reasonably have been unaware of.

9. WHERE THE LOCATION OR THE VEHICLE COULD NOT BE ACCESSED

At booking you confirm certain things will be true when your Service Operative arrives: that water and power will be available where you said they would, that the vehicle will be there, that there will be clear space around it, that the location can be reached, and that you will be contactable and will grant access. Those conditions are set out in the Zuno Terms of Service, which give the distances and measurements. This Policy does not repeat them, so that the two documents cannot disagree.

Where a condition you confirmed at booking is not met on arrival, no refund is due for the affected vehicle and your Service Operative is paid in full for it. This applies whatever the reason the condition was not met.

Your Service Operative must submit photographs and a reason. Where that evidence does not show that the condition was not met, the outcome is decided by what was actually produced, under section 10 or section 11.

This rule exists because a Service Operative who has travelled to your address has given up that slot whether or not the work could be done.

10. WHERE PART OF THE SERVICE WAS CARRIED OUT

Where some but not all of what the service covers was produced, you are refunded in proportion to what was not produced and your Service Operative is paid the balance.

The proportion is measured against the published parts of that service, which are set out in the Zuno Operative Guide. Each part counts equally.

Anything that could not be produced because a condition under section 9 was not met counts as produced for this calculation. Where your water supply was unavailable and the interior could not be finished as a result, that part is not refunded.

11. WHERE NOTHING WAS CARRIED OUT

Where your Service Operative attended and nothing the service covers was produced, and neither section 8 nor section 9 applies, you are refunded in full for that vehicle and no payment is made to your Service Operative.

The parts of a service are mandatory for the Service Operative who accepts it. Attending and producing none of them is not something you are charged for.

12. REPORTING A PROBLEM, AND YOUR RIGHT TO APPEAL

You can report a problem within 48 hours of completion. Where you do, the booking is reviewed and payment to your Service Operative may be held until the review is finished.

Zuno may ask you for further information, including photographs, before the review is decided.

You will be given the outcome and the reasons for it within 5 working days.

You may appeal within 14 days by sending further evidence or explanation to [email protected]. Zuno will respond within 5 working days. An appeal may change the outcome in whole or in part.

Where a review finds that a report was inaccurate, no refund is due and your Service Operative is paid in full. Reviews are decided on the evidence for that booking, never on a pattern of earlier reports.

Where evidence needed to decide a review is requested and is not supplied within 14 days, the review closes with no change and the booking stands as it was.

13. HOW REFUNDS ARE PAID

Refunds are issued to the original payment method. Timing depends on your card provider and your bank, and Zuno cannot speed that up. You will be sent a confirmation when a refund is started.

14. TIPS

A tip is a separate, voluntary payment from you to your Service Operative, added after a clean and in addition to the price of the service. Zuno takes no commission from it and passes it on in full. Section 7 of the Zuno Terms of Service explains how tips work.

A tip is not refundable. Where Zuno does refund one, Zuno bears that cost itself and does not recover it from your Service Operative, and doing so in one case creates no obligation to do so in another.

A partial refund of your booking does not affect a tip, and reporting a problem does not affect a tip already paid. Once a tip has reached your Service Operative it cannot be recovered.

15. CIRCUMSTANCES BEYOND REASONABLE CONTROL

Severe weather, safety risks identified on arrival and other events outside anyone's control are dealt with under the tests in sections 8 to 11 in the same way as any other cause. The tests ask whether a condition was met or whether the work was produced, not why.

Where the outcome would leave you paying for a service you did not receive through nobody's fault, Zuno may refund you in full and pay your Service Operative in full at its own cost. This is exceptional, it is not an admission of fault by anyone, and doing it once creates no obligation to do it again.

16. CONTACT

Email: [email protected]

Include your booking reference and the details of what happened.