BURAQ WASH is on a mission to redefine the car care experience by connecting consumers with professional car wash and detailing services. Our goal is to make high-quality car care convenient and accessible, bringing the salon-like experience to your doorstep.

Since our launch, we’ve been on a journey to bring you on-demand access to the best national detailing chains and local independent car wash services, and have partnered with over 150,000 car care professionals to make it easier than ever to get a great clean. Our network of dedicated technicians makes all of this possible, ensuring every service is completed with efficiency and care. We’re committed to providing you with fast, reliable, and convenient service whenever you need it.

We try our best to make sure your BURAQ WASH experience is as smooth and enjoyable as possible, but we understand that sometimes things may go wrong. If you find that there’s an issue with your service once it’s been completed, the quickest way to resolve this is by using the 'Service Help' function in the BURAQ WASH app or website. To find this, simply go to ‘Appointment History’, select the relevant service, and report the issue you experienced.

If you’ve placed an appointment and realise that there’s a mistake, you can visit 'Service Help' to make any amendments. From here, you can request to cancel your service, modify your service details or change the items you’ve booked. Please note that although we'll do our best to accommodate your request, we can’t always guarantee this, as the partner may have already started preparing for your service and assigned a technician to it.

You can check the status of your appointment using the 'Service Tracker' feature in the BURAQ WASH app or on the website. Once you checkout and your appointment has been confirmed, you’ll be able to see live updates from when the partner starts preparing for your service, to when the technician picks it up and is on their way to you. Please note that it’s not possible to follow your technician’s journey when booking services from partners that arrange their own transport, however, we will let you know when your service is on the way.

When you book a service, you may see up to four types of fees: a travel fee, an extended travel fee, a service fee, and a small order fee. These will be clearly listed alongside your total service fee before you check out, so you always know exactly what you’re paying. The travel fee is based on your location and will vary depending on your distance from the technician's location. Some technicians use their own vehicles. In that case, the technician sets its own travel fee. You’ll see an extended travel fee when you place an appointment with a partner that’s further away from your address. These long distance appointments aren’t eligible for free service as our technicians need to go the extra mile to get to you, however, the extended travel fee will be exclusively discounted for our Plus customers. The service fee helps us continuously improve your BURAQ WASH experience. Collecting this fee allows us to develop new app features, increase our selection of services, and provide you with 24-hour customer support. A small order fee will only be applied to your basket if the total is less than the minimum spend. Charging this fee helps us make sure that all of our services are sustainable for our partners and technicians. You can remove this fee by adding more items to your basket to meet the minimum service value.

BURAQ WASH Plus is our subscription-based membership plan that helps you get the most out of BURAQ WASH. By paying a monthly or annual fee, you’ll get free service from participating car washes when you meet the minimum requirements, alongside other benefits based on your plan. You’ll also benefit from exclusive perks and offers which aren’t available to other customers. You can sign up to BURAQ WASH Plus on our website or app. You will be able to see the subscription fee for all available tiers and plan types on the Plus sign up page. There are three tiers available on BURAQ WASH: Plus Silver, Plus Gold and Plus Diamond. All customers can sign up to Plus Silver and Gold and selected customers can sign up to Plus Diamond. Monthly plans are available to all customers and annual plans are available to selected customers. Is there a limit to how many appointments I can book? No. You can book as many services as you like. All services booked with Plus are subject to BURAQ WASH’s Terms & Conditions of Service, which can be found here. BURAQ WASH Plus Fees and your subscription: Subscription to BURAQ WASH Plus Silver costs £3.49 per month/£34.90 per year, and BURAQ WASH Plus Gold costs £7.99 per month/£79.90 per year. Please note that you can only sign up to BURAQ WASH Plus Diamond by invite only at this time. Services booked with Plus will be subject to service fees, and small order fees if applicable. We’re committed to ensuring that all fees are clearly listed at checkout before you confirm your payment, so you’re always aware of exactly what you are paying. You can also get additional information by clicking on the 'i' symbol when you’re at checkout. Managing your subscription: You can manage your subscription by going to ‘Account’, and then ‘BURAQ WASH Plus’. From here, you’ll be able to change your subscription payment method, see your next payment date or cancel your subscription. When will I be charged? Customers on a monthly subscription will be charged on the same date each month, unless you move between tiers or from a monthly to an annual plan. Customers on an annual subscription will be charged once your annual plan commences and on the same date annually after, unless you move between tiers or from an annual to a monthly plan. Monthly plans are available to all customers and annual plans are available to selected customers. Managing and cancelling your subscription: You can manage your subscription by going to ‘Account’, and then ‘BURAQ WASH Plus’. From here, you’ll be able to change your subscription payment method, see your next payment date or cancel your subscription. You can cancel on the ‘Account’ page of our website or app, or by contacting the BURAQ WASH Customer Support Team. To avoid being charged for the next billing cycle, you must cancel your monthly or annual plan before the end of your current billing cycle. You can find your billing date by going to: “My Account”, then “BURAQ WASH Plus” and finally “My Subscription”. If you’re having trouble cancelling your subscription, please get in touch with our Customer Care team. Switching your BURAQ WASH Plus plan: Upgrading from a monthly plan: Customers on a monthly plan can upgrade to a monthly plan on a higher tier or switch to an annual plan on the same or a higher tier. Your upgrade will take effect immediately. Any remaining days from your previous Plus monthly plan will be taken off from your first payment. For example, if you switch from a Plus Gold monthly plan with 10 days left on your subscription to a Plus Gold annual plan, the cost of those remaining days will be taken off your first annual payment. You'll be charged the adjusted amount immediately, and then be billed at the standard Plus Gold annual rate in subsequent years. Upgrading from an annual plan: Customers on an annual plan can upgrade to an annual plan on a higher tier. Your upgrade will take effect immediately. Any remaining days from your previous Plus annual plan will be taken off from your first payment. For example, if you switch from a Plus Silver annual plan with 10 days left on your subscription to a Plus Gold annual plan, the cost of those remaining days will be taken off your first annual payment. You'll be charged the adjusted amount immediately, and then be billed at the standard Plus Gold annual rate in subsequent years. Downgrading from a monthly plan: Customers on a monthly plan can downgrade to a monthly or annual plan on a lower tier. Your downgrade will take effect at the end of your current plan period. For example, if you switch from a Plus Diamond monthly plan with 10 days left on your subscription to a Plus Gold annual plan, you’ll remain on Plus Diamond for 10 days, then transition to your Plus Gold annual plan and be charged. Customers on an annual plan can downgrade to a monthly or annual plan on a lower tier. Your downgrade will take effect at the end of your current plan period. For example, if you switch from a Plus Diamond annual plan with 10 days left on your subscription to a Plus Gold annual plan, you’ll remain on Plus Diamond for 10 days, then transition to your Plus Gold annual plan and be charged. How to switch plans: To switch your plan, follow the below steps: Go to the ‘BURAQ WASH Plus’ section in the app. Select ‘My Subscription’. Choose ‘Switch plans’. Tap ‘Switch to [Plan Name]’ to confirm your choice. You'll see a confirmation message at the bottom of the screen. If you’re upgrading, you’ll see a message confirming that you have started your subscription. If you’re downgrading, you’ll see a message confirming the switch. To check when your new plan will take effect, go to ‘My Subscription’. Please note, if you switch Plus plans, your next billing date is subject to change. You can view any updates to your billing cycle in the ‘My Subscription’ section of ‘BURAQ WASH Plus’. Can I get my money back if I want to cancel? You can request a full refund within the first 14 days of your paid period. If you cancel after this 14 day cooling off period, you will not be refunded for a change of mind. If you have any questions or concerns with your subscription, please get in touch with our Customer Care team. This does not affect your legal rights. Order limits and sharing your account: You can book as many services as you like, but please note that subscriptions are intended for use by individuals. Sharing your BURAQ WASH Plus subscription is a violation of your subscription terms, and could mean we terminate your account access in line with our BURAQ WASH Plus Terms & Conditions of Service. Using BURAQ WASH Plus and BURAQ WASH for Business: Your free service won’t apply to services you place using your company allowance. If you have a company allowance on your account, you can still get free service on personal bookings when you don’t use your company allowance. Will I receive a free trial if I sign up to a Plus plan? Eligible customers will receive a free trial on either a monthly or annual Plus plan. You’ll be notified of any free trial available to you. After the trial ends, your subscription will automatically transition to a paid Plus plan, unless you cancel prior. Subscribing to BURAQ WASH Plus using a voucher: Applying your voucher: To apply your voucher, sign into your BURAQ WASH account, go to ‘Account’, and then ‘Vouchers and Credit’. If you’re an iOS user, tap ‘Add code’ on the top right corner of your screen or the ‘+’ button on the bottom right of the screen if you’re an Android user. When you’re given the option to add your new voucher code, paste the code and tap ‘Submit’. From there, follow the instructions to join BURAQ WASH Plus. You can use your voucher if you’re already signed up to Plus, and your free period will automatically be applied to your subscription. Select Account at the top right, then Vouchers and credit. Tap Add code in the top right corner. You’ll see a place to add a new voucher code. Paste your code there and tap Submit. If you’re not yet a Plus subscriber, you can sign up on our website or app. My voucher code doesn’t work: Please get in touch with our Customer Care team, providing details of your voucher code and any error messages you’re receiving, and we can look into this for you. I’ve accidentally cancelled my subscription. Can I re-subscribe? No. You will not be able to re-subscribe with your free Plus voucher and you will lose access to your Plus benefits. If you would like to regain access to your subscription, you can sign-up to Plus again via the sign up page. I’ve applied my voucher, but I’m still seeing a service fee at checkout. After you’ve added your voucher code, you still need to join BURAQ WASH Plus to get free service (on eligible bookings). Go to ‘Account’ and then ‘BURAQ WASH Plus’ to check if you’re subscribed. Some of our partners also have a minimum service value that you need to meet before you can enjoy free service on that booking. You don’t provide service to my address, can I gift the BURAQ WASH Plus voucher to someone else? Some voucher codes may be used by individuals other than yourself if you choose to send the voucher code to another individual (but they can only be redeemed once). Please check the terms and conditions for your voucher here to see if you’re able to gift this voucher.

If you are not satisfied that the service meets the standards you expect, you can request a refund or credit on the BURAQ WASH app or website within 48 hours of your service - go to Appointment History, select a recent service and then use Service Help. Alternatively, you can contact us here and speak to one of our agents. I was not satisfied after service: Please provide your answers in the form to the following questions to help us with your claim: What symptoms did your car have? What service did you book? When did the symptoms appear and how long did they last for? Did you seek to rectify the issue yourself? Was your service shared with someone else? If so, were they also not satisfied afterwards? I found a foreign object in my car: Please provide your answers in the form to the following questions to help us with your claim: What was the object you found in your car? Where did you find the object? Did you consume the affected item? Clear photographs of the object and affected item(s).

If you have an issue you want to raise about our technicians, you can contact us via 'Service Help'. Please provide the following information to help us with your claim: A short description of the incident, location of the incident (town, city, street), time and date of the incident, the technician's vehicle type, and anything else that can help us identify the technician. Once we’ve received your report, we’ll investigate your comments and a member of our team will be back in touch.

Unrecognized charges are often linked to family, friends, and coworkers who have access to your account. If you have a charge on your account that you don’t recognize, please check with anyone who may have access to your account, and if you still don’t recognize the charge, please get in touch with our Customer Care team. You can contact us via 'Service Help' or click here to send us a message through our webform. Please complete the ‘Get Help’ form with the following details: Last four digits of the card number, the card issuing company, expiry date of the card, dates and amounts of transaction, country and currency the card is registered to, debiting party, and email address associated with the BURAQ WASH account.

We won’t take any money for your service, but it can take a few days for the transaction to disappear from your bank statement. If you still see the transaction on your bank statement after three working days, please contact us via 'Service Help'.

If your refund (full or partial) doesn’t appear on your bank statement after service and was processed within eight hours, your payment will show as voided. This means that the money wasn’t withdrawn from your account. The transaction should appear on your bank statement within 72 hours. If you can’t see the full amount of your refund returned on your bank statement, this is because you’ve partially paid for your service with card and credit. Our refunds reflect the ratio of BURAQ WASH credit to card payment that is used to place your service. For example, if 50% of an appointment was paid for by credit, then 50% of any refund on that service will return to your BURAQ WASH account as credit. If this doesn’t reflect on your refund, visit here and click ‘Contact Us’.

Be respectful: Our technicians are the heart of BURAQ WASH, and we ask that you treat them with respect. If you experience any unprofessional behaviour, please get in touch with our Customer Care team and we’ll look into it. We want everyone using BURAQ WASH to have a positive experience, and the way we treat one another plays a big part in that. Be prompt: Please be ready to receive your service at the time shown in the app so that your technician doesn’t have to wait. If your location is hard to find, you can add notes at the checkout to help the technician reach you quickly. Be honest: Fraud is a criminal offence, and it damages the trust we’ve built in our community. We monitor for fraudulent activity from customers, technicians, and partners. If we suspect fraud, we’ll take action which may result in deactivation of your BURAQ WASH account and/or escalation to the relevant authorities.

This can be accessed by: Navigating to your account using the profile icon in the top-right of the BURAQ WASH web page, selecting Account details, scrolling to the bottom of the Account details page and selecting the Delete account option; and following the prompts. We have a dedicated team that responds to requests for information from public authorities.