FAQ

WHAT IS THE CANCELLATION POLICY?

For customers who reserve an appointment for service, we enforce a "no show" or "late cancel" policy in which the customer will be charged a fee equal to the amount of service booked.

In the event of inclement weather, we will contact you to reschedule your appointment and you will NOT be charged a fee.

We ask that you please reschedule or cancel your appointment at least 6 hours before the beginning of your appointment or you may be charged a "no show" or "late cancellation" fee.

DO I NEED AN APPOINTMENT?

Yes. We require an appointment for ALL services regardless of day. Appointments can be booked online or over the phone: (434) 202-8676.

WHAT IS THE WASH CLUB?

Our Wash Club program is for customers who regularly have their car(s) washed and cleaned multiple times a month.

For a flat monthly fee, members can choose to receive unlimited Supreme Washes. Additionally, Wash Club members receive discounts on any upgraded service as well as multiple vehicle discounts.

Learn more here.

HOW ARE MEMBERSHIPS BILLED?

There are two (2) methods to pay for a memberships:

Monthly
Annually

Wash Clubs are billed on the anniversary of their initial sign-up. Annual memberships are billed at the time of purchase and are good for one (1) year from date of purchase. Annual memberships are discounted from the monthly price so that you are paying for ten (10) months of service while receiving twelve (12) months of membership service.

Learn more here.

CAN I PURCHASE A WASH CLUB FOR MY COMMERCIAL VEHICLE?

At this time, commercial vehicles are not eligible for our Wash Club program. Commercial vehicles do have the option to purchase a Bulk Wash Card as an alternative.

Commercial vans/buses require an appointment for any service.

HOW DO I CANCEL MY WASH CLUB?

We understand circumstances change and you may wish to cancel your Wash Club. To cancel, please email us (cancel@aquacville.com) at least seven (7) days prior to the next billing cycle. Otherwise, we will process the request for the subsequent billing cycle.

Note: Annual Wash Club members may cancel at any time. However, we do not offer any partial refunds if you choose to end your membership before the end of your current billing cycle.

DO I NEED TO WAIT FOR MY VEHICLE?

No. You are welcome to drop off your vehicle and pick it up later. As long as you are able to pick it up before the close of business or you make arrangements to pick it up after hours, we say, "Go, enjoy your day!"

For all detail level services, we recommend planning to drop off your vehicle. However, if you prefer to wait, we have a wonderful lounge and patio, complete with free WiFi, free coffee and a work countertop for your convenience!

WHAT SIZE IS MY VEHICLE?

Please refer to this guide to understanding how we define the size of your vehicle.

WHY ARE YOU SOMETIMES CLOSED ON "NICE" DAYS?

I HAVE AN ISSUE WITH SERVICE. WHAT IS THE BEST WAY TO HANDLE IT?

Our goal is your complete satisfaction. We strongly encourage all customers to do a quick walk-around of their vehicle after receiving service. If there are any concerns, please alert our staff and we will address them immediately. This is the easiest and most efficient way to handle any issues.

If, after you leave, you have an issue with any of our services or customer support, feel free to email us: carwash@aquacville.com. Or, please stop by during normal business hours to discuss.

I HAVE A DAMAGE CLAIM. HOW DO I GET THIS TAKEN CARE OF?

There is no single answer, but here are the most common reasons:

Temperature

The temperature and/or wind chill are not forecasted to be high enough to keep water from freezing on the cars and on the ground. As a hand car wash that is very exposed to the elements, we take the safety of our staff and your vehicle seriously. We don't want to be closed...but, some days, we have to be.

Forecast

Unlike some other car washes (10-15 minutes), it takes us about an hour to set-up and clean-up. With that in mind, sometimes we have to make educated guesses on the weather and rain. We try to be smart and safe, but sometimes the weather just doesn't behave the way we anticipate.

Maintenance

Yes, stuff breaks and we have to fix it. Usually, we can get it done before we open or after we close. Occasionally, however, we have to close things down to gain safe access to certain parts of our equipment to service them.

If you believe that Aqua Cville staff or equipment is to blame for damage to your vehicle, we require the following steps be taken in order to properly document, investigate, and (if at fault) compensate you for the damage.

Customer must email us within 24 hours of service with damage claim: carwash@aquacville.com. Please include: make, model, color of vehicle, date and time of service, as well as damage claim.
Aqua staff will schedule time for customer to return with vehicle for on-site inspection.
Aqua staff will investigate claim via staff interviews, photo and video evidence.
If at fault, Aqua will require repair estimates from up to three (3) local repair shops in order to understand the estimated cost of and to schedule the repair.
Depending on the cost of repair, Aqua may opt to pay for repair directly OR may file a claim with its insurance provider.
Once estimate and repair are agreed to, and in order for Aqua to approve the repair, customer must sign a Release of Liability waiver regarding the damage and/or repair. At that point, repairs may be scheduled.

Note: Aqua DOES NOT provide rental car services or payment for rental car services during the time with a vehicle may be undergoing repair.

If you have any questions, please stop by in person to discuss.

Thank you!