1. Booking and appointment confirmation

Appointments may be booked online through Zenbooker or entered by a ZS Clean team member in our booking system. Both methods use the same confirmation process.

Immediately after a booking is created, we send a confirmation request by email and text using the contact information provided, subject to channel availability, applicable communication consent requirements, and communication preferences. The request links to a page displaying the booked service, scheduled service total, vehicle information, service location, appointment date and time, two-hour arrival window, preparation requirements, and applicable policies.

To confirm, the Customer must review those details, type their full name, affirmatively accept the displayed agreement, and select Confirm appointment. This is the only customer confirmation step required under this process. No credit card, debit card, deposit, or prepayment is required to complete this confirmation.

Creating a booking or receiving a request is not the same as completing the signature confirmation. Customers should promptly tell us if any appointment information is incorrect and obtain corrected details before signing. By signing, the Customer confirms that they are authorized to book the service for the listed vehicle.

2. Confirmation deadlines, reminders, and staff follow-up

The time available to sign is determined when the booking is created, using the time remaining until the scheduled appointment start:

More than 40 hours until the appointment: 3 hours to sign, measured from booking creation.

40 hours or less until the appointment: 30 minutes to sign, measured from booking creation.

The confirmation request displays the deadline. Appointment times and deadlines are displayed in San Diego local time. For example, an appointment booked at 8:00 AM for 10:00 AM that day must be signed by 8:30 AM.

We may send reminders while confirmation remains outstanding. Once the Customer signs, confirmation-request reminders stop. Other appointment communications may continue.

If the Customer has not signed by the deadline, the appointment is referred to a team member for follow-up, including an attempt to call the Customer and help them complete confirmation. Missing the signing deadline alone does not automatically cancel the appointment, constitute a no-show, or create a cancellation or missed-appointment fee. Silence is not treated as a signature or acceptance of this agreement.

Customers who need help, do not receive a confirmation link, or cannot complete the electronic process should contact us promptly. Staff will communicate any scheduling decision directly. An unsigned appointment must be reviewed by staff before dispatch or any decision to release the reserved time.

3. Electronic signature, records, and payment authorization

By deliberately typing their name, accepting the displayed agreement, and selecting Confirm appointment, the Customer intends to electronically sign the appointment confirmation and agrees to use electronic records for that confirmation. Customers who do not wish to sign electronically may contact us to discuss an alternative before confirmation.

The confirmation record identifies the appointment, signed name, signing date and time, appointment details accepted, and versions of the policies presented. A copy or saveable record of the confirmation and accepted terms will be made available to the Customer. Personal information is handled as described in our Privacy Policy.

This signature is not an authorization to save a payment card, debit a bank account, or automatically charge an existing payment method. Any separate payment authorization must be obtained through the applicable payment process. Applicable cancellation or missed-appointment fees are reviewed by staff and, where appropriate, requested through a separate itemized invoice.

Any alternative confirmation must document the Customer’s acceptance; a staff call alone is not presumed to be a signature. Customers may contact support@zscleansandiego.com or (760) 802-0086 about an alternative or withdrawal of consent for future electronic transactions. Withdrawal does not erase an earlier completed confirmation or amounts lawfully owed under it.

Appointment acceptance, payment authorization, acknowledgment of the Privacy Policy, and marketing consent are distinct. Acknowledgment of the Privacy Policy does not replace consent required for a particular activity. Marketing consent is requested separately where required and is not required to confirm an appointment. An appointment signature does not override a messaging opt-out. Reply STOP to stop texts from the sending number, or HELP for assistance; customers may also contact support@zscleansandiego.com or (760) 802-0086. Opting out does not by itself cancel or confirm an appointment. Message frequency varies, message and data rates may apply, and delivery is not guaranteed. We will use another available, permitted channel when appropriate.

4. Two-hour arrival window and confirmation messages

ZS Clean operates with a standard two-hour arrival window beginning at the scheduled appointment time. For example, a 10:00 AM appointment has an arrival window of 10:00 AM–12:00 PM. This is an arrival window, not a promise that service will be completed within two hours.

The arrival window and vehicle preparation requirements are shown before signing. They also appear on the confirmation page after signing and in the confirmation email and text, together with a link to the preparation guide. Any pre-appointment reminder we send will repeat or link to this information.

Customers must have the vehicle prepared by the scheduled appointment time and remain available to provide access during the arrival window. Detailing duration, prior appointment overruns, travel, traffic, weather, and equipment setup may affect arrival. We will make reasonable efforts to communicate updated estimates when delays are anticipated, including delays beyond the stated window.

Arrival within the stated window is within the agreed appointment schedule. If the Customer cannot provide access during that window, staff will review the circumstances under the cancellation and no-show provisions; a fee is not automatically assessed solely because a message was unanswered.

5. Rescheduling

Customers may request a schedule change by phone, text, or email. ZS Clean permits one rescheduling without a rescheduling penalty when:

• At least 48 hours' notice is provided before the original scheduled appointment time;
• The replacement appointment is confirmed within 14 calendar days of the original appointment date;
• The Customer remains responsive throughout the process; and
• Scheduling availability permits the change.

A change is not final until ZS Clean communicates the revised appointment details. Material changes to the service, price, date, or location must be presented to the Customer for renewed acceptance before the revised service proceeds.

Requests that do not meet these conditions require staff review. A request beyond the 14-day window may be treated as a cancellation under Section 6. Any applicable fee must be reviewed and disclosed; rescheduling does not automatically cause a card charge, deposit forfeiture, or new deposit requirement. ZS Clean may decline future bookings for repeated scheduling problems, where permitted by law.

6. Cancellation and fee review

Please provide at least 48 hours' notice to cancel. Cancellation notice is measured from when the Customer's notice reaches our designated phone, text, or email channel to the scheduled appointment start—not the end of the arrival window. Customers should identify the appointment being canceled.

The following are maximum potential fees, not automatic charges:

• 48 hours or more before the scheduled start: no cancellation fee.
• At least 24 hours but less than 48 hours before the scheduled start: up to 50% of the scheduled service total.
• Less than 24 hours before the scheduled start, except where the next category applies: up to 75% of the scheduled service total.
• Within 2 hours of the scheduled start, after technician dispatch for that appointment, or while technicians are actively traveling to it: up to 100% of the scheduled service total.

At exactly 48 hours' notice, the no-fee tier applies. At exactly 24 hours' notice, the up-to-50% tier applies. At exactly 2 hours' notice, the up-to-100% tier applies. The dispatch/travel provision applies only where the dispatch or travel relates to that Customer's scheduled appointment.

Before assessing a fee, staff will review the applicable agreement, notice timing, appointment history, circumstances, technician dispatch, reasonable appointment-related losses, costs avoided, and whether the time could be filled with other work. Staff may reduce or waive a fee. The listed maximum is not presumed to be owed in every case. Fees will only be sought where supported by the circumstances and permitted by applicable law; this policy does not establish that every listed percentage is legally recoverable.

Failure to sign within the confirmation period, by itself, does not create a cancellation fee. Any fee concerning an unsigned appointment requires separate review of the applicable agreement and circumstances; this unsigned policy is not treated as accepted merely because a booking exists.

If a fee is assessed, we will send a separate itemized invoice identifying the appointment, event, applicable policy provision, calculation, and amount. The description will clearly state that the invoice is for a late cancellation or missed appointment, as applicable, and not for detailing services performed. The invoice will state its payment due date and how to request review. No automatic card charge is authorized by signing this policy.

Cancellation and no-show fees will not be added together for the same missed appointment. Payments already collected for that appointment, if any, will be accounted for to avoid duplicate recovery.

Customers may request review of a proposed or assessed fee by contacting support@zscleansandiego.com. The 40-hour signing cutoff is separate from the 48-hour cancellation-notice rule. Appointment acceptance does not by itself establish that a particular fee is legally enforceable.

7. No-shows and missed appointments

A potential no-show occurs when technicians arrive during the agreed arrival window at the correct service location and cannot perform the scheduled service for reasons attributable to the Customer. Examples include an unavailable vehicle, missing keys, inaccessible property, the Customer being unavailable to provide access, or refusal of the scheduled service.

An unanswered confirmation request, missed signature deadline, or unanswered message alone is not a no-show. Staff will verify the appointment details, arrival and access circumstances, communication attempts, and applicable agreement before deciding whether a no-show fee is appropriate.

A verified no-show may result in a fee of up to 100% of the scheduled service total, subject to the review, invoicing, and legal limitations in Section 6. The invoice must identify it as a missed-appointment/no-show fee, not payment for detailing that was not performed.

8. Vehicle preparation and access

The Customer must have the vehicle and service area ready by the scheduled appointment time and accessible throughout the arrival window. Before arrival, please:

• Remove personal belongings, valuables, money, sensitive documents, electronics, fragile items, weapons, and other personal property;
• Remove trash and loose debris so the booked areas can be accessed;
• Remove child car seats and booster seats where cleaning beneath them is desired;
• Empty the glove compartment, center console, and other storage areas you want cleaned; and
• Provide keys and access to the vehicle and a suitable service area.

Do not remove the vehicle's installed seats. References to removing seats mean removable child car seats and booster seats only. For child safety, technicians will not install or uninstall child car seats or booster seats. If these remain, technicians will clean accessible areas around them, and areas underneath may not be fully cleaned.

Please do not leave belongings in the vehicle. ZS Clean does not inventory or accept custody of items left inside. To the extent permitted by law, ZS Clean is not responsible for loss, misplacement, damage, or theft of belongings left in the vehicle. This provision does not exclude responsibility that cannot lawfully be excluded.

Technicians are not required to organize excessive clutter, relocate heavy personal property, or prepare the vehicle for the Customer. Storage areas containing personal belongings may be left uncleaned. Delays or inability to proceed will be reviewed under the applicable waiting-time, cancellation, and no-show provisions rather than automatically generating a charge.

Preparation requirements are provided before signing, after signing, in the confirmation messages, and through the linked preparation guide.

9. WAITING TIME AND CONVENIENCE FEES

A 10-minute grace period applies when technicians arrive during the agreed arrival window at the correct service location and experience a delay attributable to the Customer, such as an unprepared or inaccessible vehicle, an unsuitable service area, or time needed to clear personal belongings. A waiting-time or convenience fee may be considered only after more than 10 minutes of such waiting. No waiting fee applies automatically when the grace period expires.

The existing minimum for a proposed waiting-time or convenience fee is fifty dollars ($50.00), subject to staff review, applicable law, and the reductions or waivers described in Section 6. Staff will consider the circumstances, reasonable lost labor time, scheduling disruption, costs avoided, and other relevant factors before determining whether any fee is appropriate. The minimum does not require a fee to be assessed or prevent a reduction or waiver.

If the delay prevents the scheduled work from proceeding as agreed, staff will review available options with the Customer. Any material reduction or change to service scope, additional labor charge, price, or expected duration requires Customer approval before the changed work is performed. A cancellation or potential no-show must be evaluated under Sections 6 and 7; a delay alone does not automatically establish either.

Any proposed fee must be disclosed and reviewed before invoicing. The separate itemized invoice, no-automatic-charge, no-duplicate-recovery, and dispute-review provisions in Section 6 apply to waiting-time and related fees in Sections 9–11. A waiting-time invoice will identify the waiting event and calculation separately from detailing performed. Staff will account for overlapping losses and any payments received to avoid duplicate recovery. An unsigned confirmation request does not itself trigger any fee.

10. VEHICLE CONDITION DISCLOSURE

All pricing estimates and service quotes are based on the information provided by the Customer at the time of booking. The Customer is solely responsible for accurately and completely disclosing the condition of their vehicle, including but not limited to: heavy staining, pet hair, sand, excessive odors, mold, mildew, biohazards, bodily fluids, animal waste, chemical spills, chemical overspray, or any other condition that may materially affect the scope or duration of service.

ZS Clean technicians will conduct a pre-service inspection prior to beginning work. If actual conditions materially differ from those disclosed, ZS Clean will explain any proposed change to service scope, price, or expected duration and obtain the Customer’s approval before performing the changed work. Declining a revised estimate does not automatically create a cancellation fee. Any proposed fee requires review under Section 6 and, where appropriate, a separate itemized invoice.

Failure to disclose hazardous conditions — including but not limited to biological waste, urine, feces, mold, chemical substances, or sharp objects — prior to the appointment voids ZS Clean's service guarantee in its entirety. ZS Clean may decline or immediately stop unsafe or unsuitable work upon discovering undisclosed hazards. Staff will review the circumstances and accepted agreement before determining whether any fee is appropriate under Sections 6 and 11. Stopping work or correcting inaccurate information does not automatically create a fee, deposit forfeiture, or authorization to charge a payment method. Nothing in this section limits rights or remedies that cannot lawfully be waived.

11. REFUSAL OR TERMINATION OF SERVICE

ZS Clean reserves the right to refuse, suspend, or immediately terminate service at any time, with or without prior notice, if any of the following conditions exist:

(a) Vehicle conditions differ materially from what was disclosed at booking;

(b) Undisclosed hazardous, biohazardous, or unsafe conditions are present;

(c) Aggressive, unsecured, or threatening animals are present at the service location;

(d) The Customer or any individual at the service location engages in abusive, threatening, or harassing conduct toward ZS Clean personnel;

(e) The service environment is otherwise unsafe or unsuitable for work; or

(f) The Customer is in violation of any term of this Booking Policy or ZS Clean's full Terms of Service.

If service is refused or terminated due to conditions or conduct attributable to the Customer, staff will review the accepted agreement, circumstances, reasonable appointment-related losses, costs avoided, and ability to refill the appointment before determining whether any fee is appropriate. Any cancellation or verified no-show fee is subject to the applicable maximums, reductions, waivers, separate itemized invoicing, and legal limitations in Sections 6 and 7. Refusal or termination alone does not automatically create a fee or authorize a charge to a stored payment method. Any payment for detailing actually performed must be distinguished from any cancellation or missed-appointment invoice. Company-initiated changes are governed by Section 12.

Termination of service under this Section does not constitute a breach of contract by ZS Clean. Nothing in this provision excludes obligations or remedies that cannot lawfully be excluded.

12. WEATHER, EMERGENCIES & COMPANY-INITIATED CHANGES

ZS Clean reserves the right to postpone, reschedule, modify, or cancel any appointment due to circumstances beyond our reasonable control, including but not limited to:

Severe weather or unsafe outdoor conditions, technician illness, staffing emergencies, equipment failure, traffic conditions, natural disasters, or any other event constituting a force majeure.

In all such cases:

(a) No cancellation fee will be assessed to the Customer;

(b) Any payment already collected will be reviewed with the Customer for transfer to an agreed replacement appointment or refund, as applicable to the accepted terms and law. If ZS Clean cannot provide the booked service and no replacement is agreed, payment for the unperformed service will be refunded.

ZS Clean shall not be liable for any incidental losses, transportation costs, missed plans, rental vehicle expenses, lost wages, or other indirect or consequential damages arising from a company-initiated schedule modification.

13. PAYMENT TERMS

Payment for detailing actually performed is due in full upon service completion. ZS Clean accepts invoice links, online payment services, and in-person payment methods offered at the time of payment. No card, deposit, or prepayment is required to complete signature-based appointment confirmation. The following payment terms apply:

(a) A 3% card-processing fee applies only where permitted by applicable law and payment-provider requirements. Any permitted fee will be disclosed before the Customer approves payment. The fee will not be imposed where prohibited, and any applicable exception or lower limit required by law or the payment provider will be honored.

(b) A completed-service invoice unpaid at service completion is past due under these payment terms. Overdue balances, interest, attorney fees, court costs, or other collection costs may be sought only under the accepted terms and applicable law. Where lawfully applicable, the stated annual interest rate is 18%. This provision does not authorize an automatic charge or any cost prohibited by law.

(c) Nonpayment may affect eligibility for a discretionary service guarantee to the extent stated in the accepted terms and permitted by law. Nothing in this section removes rights or remedies that cannot lawfully be waived.

(d) By accepting return of the vehicle at the conclusion of service, the Customer acknowledges that the work has been completed and accepts the service as satisfactory, unless a written dispute is submitted to ZS Clean within twenty-four (24) hours of completion in accordance with Section 14. This provision does not limit rights or remedies that cannot lawfully be waived.

The service-completion payment deadline applies only to services actually performed. A separate cancellation or missed-appointment invoice identifies the appointment, event, applicable provision, calculation, amount, and due date. It clearly identifies cancellation or a missed appointment rather than detailing performed, and is due on its stated due date. Customers may request review at support@zscleansandiego.com.

When making a payment, the Customer represents that they are authorized to use the selected payment method and that the payment information is accurate. Payment authorization applies only to the transaction and amount approved. Any authorization to retain a payment method or initiate future charges, including recurring-plan payments, must be obtained separately and explain its scope. Signing the appointment agreement does not authorize payment-method storage, a bank-account debit, or an automatic charge to a current or previously stored payment method.

Existing separately granted payment authorizations, if any, remain subject to their own terms and applicable law; this policy does not itself revoke, renew, or expand them. Customers may contact support@zscleansandiego.com about a stored-payment arrangement or revocation request. Revocation does not itself erase a valid outstanding obligation. Confirmation records and payment authorizations are maintained as distinct records.

14. SERVICE GUARANTEE & DISPUTE RESOLUTION

ZS Clean stands behind the quality of its work. If the Customer believes a service was not performed as ordered, or that there is clear evidence of deficient workmanship, ZS Clean will, at its cost, redo or refund the deficient portion of the service, subject to the following conditions:

(a) The Customer must report the concern to ZS Clean at the time of post-service inspection or within twenty-four (24) hours of completion. Claims submitted after this window are not guaranteed for correction.

(b) All claims must be submitted in writing, with supporting photographs, to support@zscleansandiego.com within twenty-four (24) hours of service completion.

(c) If the Customer declines a redo appointment for the disputed portion of the service, any refund shall be limited to a maximum of twenty percent (20%) of the value of the disputed service.

(d) The service guarantee is void in its entirety if:

(i) Any unauthorized cleaning, repairs, or alterations are made to the vehicle following ZS Clean's service;

(ii) The Customer failed to disclose material vehicle conditions at booking; or

(iii) Payment was not made in full at the time of service.

(e) ZS Clean's service guarantee covers only services expressly included in the confirmed booking. Services not included in the order are not covered.

15. PHOTOS, VIDEO & MEDIA CONSENT

By scheduling service with ZS Clean San Diego LLC, the Customer grants ZS Clean the right to photograph, video record, and otherwise capture images of the Customer's vehicle before, during, and after service for use in marketing, advertising, social media, training, and other business purposes.

ZS Clean will not identify the Customer by full name, disclose the service address, or display license plates in any public-facing media without the Customer's prior written consent.

If the Customer does not consent to the use of photos or video for external marketing purposes, the Customer must notify ZS Clean in writing prior to the appointment. Upon such notice, media captured may still be used for internal training and quality assurance purposes only.

16. ABUSE OF SCHEDULING SYSTEM

ZS Clean reserves the right to refuse service, restrict scheduling access, or permanently prohibit booking from any Customer who repeatedly engages in any of the following:

Canceling or no-showing appointments; abusing scheduling flexibility;

disputing valid charges in bad faith; submitting fraudulent chargebacks;

harassing or threatening ZS Clean personnel; manipulating pricing, promotions, or discounts; or otherwise interfering with ZS Clean's operations or business.

ZS Clean reserves the right to deny service to any Customer for any lawful reason.

17. LIMITATION OF LIABILITY

ZS Clean San Diego LLC is not responsible for loss of or damage to vehicles, personal property, or articles left in vehicles in cases of fire, theft, accident, or any cause beyond our reasonable control. ZS Clean does not accept responsibility for consequential, incidental, or indirect damages of any kind related to the performance, delay, or non-performance of services.

Estimates are good-faith approximations based on information available at the time of booking and are subject to revision following an in-person vehicle inspection. Estimates are valid for thirty (30) days from the date issued.

Any material revision to the service scope, price, or expected duration requires explanation and Customer approval before the changed work is performed, as described in Section 10.

18. Policy versions and updates

The version presented and accepted for an appointment will be identified in the confirmation record. We may publish updated policies for future bookings. A later website update does not retroactively replace the terms accepted for an existing appointment. Material changes affecting an existing booking will be disclosed and, where required, submitted for the Customer’s renewed agreement.

For an appointment, this Booking Policy, the Terms of Service, accepted appointment details, and any separately agreed written service addendum form the applicable agreement. The relevant versions are those presented and accepted for that booking. For conflicts about appointment confirmation, signing deadlines, arrival windows, preparation, rescheduling, cancellation, no-shows, fee review, or associated invoicing, the accepted Booking Policy controls over general language elsewhere in the Terms of Service. A separately agreed written addendum controls only where it clearly identifies and expressly changes the relevant appointment provision. The Privacy Policy governs descriptions of personal-information practices. Payment-method storage or future-charge authorization must be separately obtained and is not created by a general agreement clause.

This version replaces the standard card-on-file and deposit confirmation requirement for bookings confirmed under it. It does not itself charge or refund an earlier payment, release an existing payment authorization, or alter the agreement applicable to an earlier booking. Earlier bookings and payments require review under their applicable terms and law.

Nothing in this policy limits rights or remedies that cannot lawfully be waived.

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