Cancellation Policy

Before Work Starts

Cancel or reschedule more than 2 hours before the scheduled appointment start without a cancellation fee. A paid booking receives a full refund when you cancel in this period.

At 2 hours or less before the scheduled start, including exactly 2 hours, cancelling a paid booking retains 50% of the discounted service price. This includes selected extras and the vehicle surcharge, after applicable discounts, excluding tips and taxes. The remaining paid amount is refunded. For example, a $100 discounted service with no tip or tax has a $50 cancellation fee and a $50 refund. Unpaid bookings have no cancellation fee.

These rules also apply while your Rabbit is travelling to you. If your Rabbit arrives and cannot reach you or the vehicle, see Customer No-Show below. Once work has started, use Report a problem on your booking or contact support for staff review.

How To Cancel

Open your booking from Bookings or My Orders, select Cancel booking, and review the fee and refund shown. The appointment remains in place until you confirm. If the fee changes while you are reviewing it, you must review and confirm the current fee again.

The scheduled start is the beginning of the arrival window shown on your booking. The server uses that timestamp to determine the cutoff. A refund marked pending has been requested; it has not necessarily reached your bank. See the Refund policy for processing details.

Changing The Appointment

More than 2 hours before the scheduled start, use Reschedule to choose an available appointment. Within the late period, a paid booking must be cancelled and a new booking made. Review and accept the cancellation fee first; the replacement booking is priced separately and depends on availability. Cancelling does not reserve a replacement time.

For an unpaid booking, no cancellation fee applies. For work already in progress or completed, contact support instead of creating a cancellation request.

When The Service Cannot Be Provided

If your Rabbit cannot fulfil the appointment, RabbitWash can arrange a replacement or offer a full refund for the unfulfilled booking. Weather or unsafe conditions may require staff to arrange a new time.

Weather holds. If the forecast for your appointment is poor, staff may place a weather hold on the booking and let you know. While the hold is on, you can reschedule or cancel with no late-change fee, even within 2 hours of the start, or keep your time. Nothing is cancelled or charged automatically because of a hold, and we tell you when it lifts. Contact support so the reason is recorded and any customer cancellation fee is waived where the service cannot be fulfilled. Do not use the ordinary paid late-cancellation flow to resolve a provider failure without staff review.

If the vehicle or property cannot be accessed, the details are incorrect, or a safety issue prevents work, staff review the circumstances.

Customer No-Show

When your Rabbit arrives, the app checks that they are at your address and we text you that your Rabbit is here. Your Rabbit then waits 30 minutes (counted from your booked start time if they arrive early) and tries to reach you through the Rabbit Wash number; at 20 minutes we text you the time your Rabbit will leave if we can't reach you. Every call and text is logged with the time.

If we still cannot reach you or the vehicle after 30 minutes, your Rabbit may mark the visit as a no-show, with a photo of the location. We then text and email you "We Missed You Today" with the arrival time, the wait and the number of contact attempts. A no-show fee, in an amount set by RabbitWash, may be kept from your payment; the notice and your booking show the fee, and any rest of your payment is refunded. Book a new time from your account whenever you are ready.

You can dispute a no-show from your booking within 48 hours. Staff review the arrival record, the contact log and the photo, and can refund.

Monthly Plans

Cancelling an appointment and cancelling future plan renewals are separate actions. Cancelling one appointment does not stop recurring billing. Open your plan and select Cancel at period end to stop the next charge; the plan shows when the current billing period ends. See the plan terms shown at enrollment and the Terms of service.

Help And Exceptions

Staff can approve a fee waiver or refund after reviewing the booking. An exception is recorded against that booking and does not change the standard rule for future appointments. Use Report a problem or email support@rabbitwash.com, including your booking reference. This policy does not limit rights that applicable law gives you.