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.

WHAT IS CHANGING, IN PLAIN TERMS

Until now these Terms described Zuno as arranging a service that Zuno provided through others. From the effective date, the contract for your service is between you and the Service Operative who carries it out. They supply the service. Zuno acts as their agent: it markets the service, sets the price on their behalf, concludes the booking in their name, collects your payment on their behalf, and handles customer service, cancellations, refunds and disputes on their behalf.

What this changes for you in practice: very little. The price you see, how you book, how you pay, how you cancel, and who you contact when something goes wrong are all unchanged. What changes is who your contract is with, and these Terms now say so accurately.

1. WHO SUPPLIES YOUR SERVICE

1.1 Zuno Group Ltd ("Zuno", "we", "us") operates an online platform through which independent vehicle cleaning professionals ("Service Operatives") sell and supply mobile vehicle cleaning services.

1.2 Your contract for the service is with the Service Operative, not with Zuno. They supply the service. Zuno does not supply vehicle cleaning services and is not a party to your contract with them.

1.3 Zuno acts as the Service Operative's agent, authorised by them to market the service, set and publish the price on their behalf, conclude the booking in their name, collect your payment on their behalf, issue receipts in their name, and handle customer service, cancellations, refunds and disputes on their behalf.

1.4 Zuno does not act as your agent and does not act on your behalf.

1.5 Zuno's own contract with you covers the platform, the booking and the handling of your payment. These Terms govern that contract.

1.6 Contact: [email protected]. Website: www.zuno.uk.com.

2. THESE TERMS AND YOUR ACCEPTANCE

2.1 These Terms apply when you book a service, create an account, or use the Zuno platform.

2.2 You accept these Terms by ticking to confirm you accept them. Continuing to use the platform is not acceptance and Zuno does not treat it as acceptance.

2.3 Where these Terms are replaced or materially changed, you will be asked to accept the new version before placing a further booking.

2.4 These Terms should be read with the Zuno Refund and Cancellation Policy, which sets out when a refund is due and how much, and the Zuno Service Outcomes Policy, which gives worked examples. Both are published on this website.

3. ELIGIBILITY AND YOUR VEHICLE

3.1 You must be at least 18 years old to book.

3.2 You must own the vehicle or have the owner's permission for it to be serviced.

3.3 Privately owned cars only. Vans and commercial vehicles are outside the services offered unless expressly stated otherwise.

3.4 UK registered vehicles only. Zuno prices each booking using vehicle data drawn from DVLA and DVSA records. That data is not available for vehicles registered outside the United Kingdom, so a vehicle carrying a foreign registration plate cannot be priced and cannot be booked.

3.5 The registration you give at booking must be the registration of the vehicle presented on the day. Where it is not, the booking is reviewed under section 15.

4. SERVICES AND AVAILABILITY

4.1 All services are booked online, through the Zuno website or the Zuno app.

4.2 Services are carried out during daylight hours only. Available dates and times are generated from daylight, location and Service Operative availability.

4.3 Where a service cannot be completed within available daylight, the remainder is completed at a time agreed with you, at no additional charge. Services do not continue after dark.

4.4 Zuno may suspend, delay or limit bookings for weather, safety or operational reasons.

4.5 Zuno does not guarantee that a Service Operative will be available for every booking request. Where none is available, section 12.4 applies.

5. COVERAGE AREA

5.1 Bookings are accepted only where an approved Service Operative covers the address.

5.2 Where an address falls outside the current coverage area, the booking is cancelled and refunded in full.

5.3 Coverage areas change over time.

6. BOOKING, PRICE AND PAYMENT

6.1 The price of each service is set by Zuno on the Service Operative's behalf and published on the platform. It is their price, charged to you.

6.2 Prices shown at checkout apply per vehicle. One booking may cover more than one vehicle, and each vehicle is treated separately for pricing, cancellation and refunds.

6.3 The full price is taken at the time of booking. Payments are processed through Stripe.

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

6.5 Zuno deducts a commission from the sums it collects before paying the Service Operative. That is a matter between Zuno and them and does not change the price you pay.

6.6 Your booking confirmation states that the service is supplied by an independent Service Operative and that Zuno collects your payment as their agent. Once the service has been carried out, you are sent a receipt naming the Service Operative who supplied it and stating that Zuno collected your payment as their agent.

7. TIPS

7.1 After a completed clean you may add an optional tip for your Service Operative. A tip is voluntary and is never required.

7.2 The whole of a tip goes to your Service Operative. Zuno takes no commission or fee from it and bears the card processing cost.

7.3 Tips can be added for up to 24 hours after completion. Suggested amounts are £2, £5 and £10, and any amount between £1 and £50 may be entered instead. Zuno does not set the amount and no booking is presented as carrying a tip.

7.4 A tip is charged as a separate transaction at the time you add it, so it appears on your statement separately from the booking. That charge appears on your statement as ZUNO.UK.COM.

7.5 Tips are dealt with by section 14 of the Zuno Refund and Cancellation Policy.

8. BOOKING CONDITIONS

These are the things that must be true when your Service Operative arrives. By accepting these Terms you confirm them for every booking you place, and you confirm them again by placing each booking. Your Service Operative travels to your address and gives up that slot whether or not the work can be done, so where a condition you confirmed 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. Section 15 sets out how that is decided and section 16 how you can appeal.

8.1 Private property and permission. The service will take place on private property, and you either own that property or have the property owner's permission for the work to be carried out there. Zuno does not accept bookings for work on a public road or footway.

8.2 Water. Where you confirm water will be available: a working outdoor tap or other water source within 15 metres of where the vehicle will be cleaned, available for the whole of the booking, delivering enough flow to fill a ten litre bucket in under a minute.

8.3 Power. Where you confirm power will be available:

• a standard mains socket, in working order and not visibly damaged, within 15 metres of where the vehicle will be cleaned, available for the whole of the booking; and
• a socket your Service Operative can plug into directly. Not an extension lead, not a multi-way adaptor or socket block, and with nothing else plugged into it while the service is carried out.

Cleaning equipment draws close to everything a single socket can deliver. Sharing that socket with other appliances can blow its fuse or trip the circuit part way through the work, and voltage falls away over chained or long leads, which makes motors draw more current and run hot. Your Service Operative brings their own lead if one is needed.

8.4 Where you cannot provide water or power. Say so at booking. Your booking is then offered only to Service Operatives carrying their own supply, which may affect availability. That is not itself grounds for a refund.

8.5 Drainage. The vehicle will not be parked over or beside a drain, gully or grating, or anywhere that water running from it would reach one. There is no alternative arrangement, because no equipment a Service Operative carries changes where water runs.

8.6 The vehicle. The vehicle will be at the address at the booked time, and will be accessible.

8.7 Access and contact. You will be contactable on the details given at booking, and will grant access to the vehicle at the booked time.

8.8 A safe and reasonable working environment, and personal belongings removed or secured. Zuno is not responsible for loss of or damage to items left inside a vehicle.

8.9 Accurate information. The booking, vehicle and contact details you give are accurate.

9. PARKING AND VEHICLE ACCESS

9.1 You must make parking available at the address so the work can be carried out safely, including a space for the Service Operative's own vehicle positioned close to the vehicle being serviced.

9.2 Clear space. There must be at least 2 metres of clear space on both sides of the vehicle, measured from the sides of the vehicle. Doors need to open fully and there needs to be room to work along each flank. Clearance at the front and rear is not specified.

9.3 Where you have confirmed water or power, the parking space must be within 15 metres of that supply.

9.4 You are responsible for any parking charges at the address. Service Operatives are not expected to pay to park.

9.5 Where the location cannot be reached, for example because of a gate, barrier or parking restriction, or where the clear space at 9.2 is not available and the vehicle cannot be repositioned, section 8's rule applies.

10. OFF-PLATFORM ARRANGEMENTS

10.1 Bookings, changes, pricing, refunds and customer service must go through the Zuno platform or official Zuno channels. Any price, discount or service arrangement agreed outside them is not binding on Zuno.

10.2 Zuno does not give a Service Operative your personal contact details beyond what is needed to carry out the booking, and they may not seek them by other means. Zuno withholds them to protect the privacy and safety of people at their own homes.

10.3 Service Operatives are free to work for anyone else, including competitors of Zuno. Nothing in their agreement with Zuno prevents that.

11. WHO CARRIES OUT YOUR BOOKING

11.1 When a Service Operative accepts your booking, you are shown their details.

11.2 The person who carries out your booking may not be the Service Operative who accepted it. A Service Operative who has accepted your booking is entitled to arrange for another person of their choosing to carry it out in their place, and your booking may also be reassigned where the original Service Operative becomes unavailable.

11.3 What Zuno checks on every person who attends. Zuno carries out a right to work check and verifies the identity of every person who attends a booking or carries out any part of it, before they attend. Nobody attends who has not been checked and verified by Zuno.

11.4 What Zuno does not check. Where a Service Operative arranges a substitute who is not themselves a Zuno Service Operative, insurance for that person is the responsibility of the Service Operative who accepted your booking, not of Zuno. Zuno collects the insurance evidence that person provides and passes it to that Service Operative, together with a list of anything that was not provided, so that they can carry out their own checks as their agreement with Zuno requires. Zuno does not review, verify or approve any of it. Where the substitute is another Zuno Service Operative, their own insurance, vehicle clearance and service clearance are already verified for their own account.

11.5 The Service Operative who accepted your booking remains responsible to you for the service, whether or not they carry it out personally.

11.6 Where the person attending changes, your booking is updated on the platform to show the name and vehicle registration of the person attending, and which Service Operative remains responsible for it. You are also shown a photograph of the person attending on your booking in your account.

11.7 The service you booked, its price and its scheduled time are unaffected by a change of the person attending.

11.8 Service Operatives are independent and in business on their own account. They are not employees or workers of Zuno, and they are not Zuno's agents: Zuno is theirs. Zuno does not direct or control how a service is carried out. The method, equipment and products used are the Service Operative's own choice and professional judgement.

11.9 Zuno defines what each service must produce. It does not define how it is produced.

12. CANCELLING YOUR BOOKING

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

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

12.3 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. Section 13 may still apply.

12.4 Cancellation by Zuno before acceptance. Zuno cancels and refunds you in full where no Service Operative accepts within the dispatch window, where none is available as the scheduled time approaches, where the address is outside the coverage area, or where the booking cannot go ahead for operational or safety reasons.

12.5 Bookings cannot be rescheduled. Cancel and place a new booking.

12.6 Cancel from your account, or through Track and Manage Booking using the booking reference and the email address on the booking.

13. YOUR STATUTORY CANCELLATION RIGHT

13.1 Because you book online, you have a legal right to cancel within 14 days of placing your booking. This right exists in law and nothing in these Terms removes it.

13.2 Where the service has not yet been carried out, you may cancel within that period and be refunded for anything not yet supplied.

13.3 Where the service has been started but not finished, you are charged for what was supplied and refunded the balance.

13.4 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.

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

13.6 Where this section and section 12 give different answers, this section is the one that applies.

14. IF YOUR SERVICE OPERATIVE DOES NOT ARRIVE

14.1 Where nobody has arrived within 30 minutes of the scheduled start time, contact [email protected].

14.2 Where they cannot be reached or cannot attend, Zuno cancels the booking under the authority the Service Operative has given it, and you are refunded in full.

14.3 Where a revised arrival time is offered and you accept it, the booking continues as agreed. Where you do not accept it, the booking is cancelled and you are refunded in full.

14.4 Section 12.3 does not apply where a booking is cancelled because nobody arrived.

15. WHERE A BOOKING IS NOT COMPLETED AS BOOKED

15.1 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.

15.2 The Zuno Refund and Cancellation Policy sets out the four tests that decide every review, and the Zuno Service Outcomes Policy gives worked examples. Both are published on this website. The same tests are applied to your Service Operative's side of the booking, so one set of facts produces one answer.

15.3 Where the vehicle is unsuitable for the service booked. Some vehicles cannot be given the service booked, for example because of contamination, a biohazard, soiling beyond what the service covers, damage or a defect making the work unsafe, or a vehicle of a type outside the services offered. Photographs and a reason are required. In the great majority of cases that vehicle is refunded in full. 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.

15.4 Pet hair. Where a car booked for an interior or full clean has pet hair inside and dog hair removal was not added, 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, 15.3's second rule applies, because the condition is then one you could not reasonably have been unaware of.

15.5 Where a condition at section 8 was not met. No refund is due for the affected vehicle and your Service Operative is paid in full for it.

15.6 Where part of the service was carried out. You are refunded in proportion to what was not produced and your Service Operative is paid the balance. Anything that could not be produced because a section 8 condition was not met counts as produced.

15.7 Where nothing was carried out and neither 15.3 nor 15.5 applies, you are refunded in full for that vehicle and no payment is made to your Service Operative.

15.8 Only the affected vehicle is dealt with. Other vehicles on the same booking may still be completed.

16. REPORTING A PROBLEM, AND YOUR RIGHT TO APPEAL

16.1 You can report a problem within 48 hours of completion. Payment to your Service Operative may be held until the review is finished.

16.2 Zuno may ask you for further information, including photographs, before deciding.

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

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

16.5 Reviews are decided on the evidence for that booking.

17. PROOF OF COMPLETION

17.1 Service Operatives submit photographs through the platform showing the completed condition of each vehicle.

17.2 Photographs may include the registration plate where needed for verification.

17.3 They are used for confirming completion, resolving disputes and platform integrity, and are handled in accordance with the Zuno Privacy Policy.

18. DAMAGE TO YOUR VEHICLE

18.1 Where you believe your vehicle or property was damaged during a service, that claim is between you and the Service Operative, who is responsible for their own work and holds their own insurance. Zuno is not a party to it and does not decide whether damage occurred, who caused it, or what it is worth.

18.2 Zuno will pass your claim to the Service Operative promptly and will give both of you the evidence it holds for that booking, including completion photographs.

18.3 Zuno may hold that booking's payout for up to 14 days from the date the claim is notified, to allow the claim to be raised.

18.4 Zuno does not compensate for alleged damage from its own funds.

18.5 Report any damage through [email protected] as soon as you become aware of it.

19. LIMITATION OF LIABILITY

19.1 Zuno's liability under these Terms relates to the platform, the booking and the handling of your payment. Zuno is not liable for the carrying out of the service itself, which is supplied to you by your Service Operative.

19.2 To the fullest extent permitted by law, Zuno is not liable for indirect, incidental or consequential losses, and Zuno's total liability is limited to the amount you paid for the affected booking.

19.3 Nothing in these Terms limits or excludes any liability that cannot lawfully be limited or excluded, including liability for death or personal injury caused by negligence, for fraud, or under your statutory rights as a consumer.

20. INTELLECTUAL PROPERTY

20.1 Website content, branding, software and platform materials are owned by Zuno Group Ltd and may not be copied or used without prior written permission.

21. SUSPENSION AND TERMINATION

21.1 Zuno may suspend or end your access to the platform where you misuse the service, give false information, breach these Terms, or act in a way that harms the platform, customers or Service Operatives.

21.2 Ending your access does not affect a booking already placed, which is dealt with under sections 12 to 16.

22. CHANGES TO THESE TERMS

22.1 Zuno may update these Terms on reasonable notice.

22.2 Where a change is material, you will be asked to accept the updated Terms before placing a further booking. Continued use is not acceptance.

22.3 A change does not apply to a booking you placed before it took effect.

23. GOVERNING LAW

23.1 These Terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

23.2 Nothing in this section affects any right you have to bring proceedings where you live.

24. CONTACT

Email: [email protected]

Website: www.zuno.uk.com