Frequently Asked Questions

If you are unsure or have questions about how to use our app:

Please click here for a short video Demo. For further questions call 1300 807 389.

Do I need to be present before, during, or after the service?

Not necessarily.The app will notify you once the washer arrives. You can also add specific instructions for the washer to follow on arrival within the booking notes, any questions and details can be communicating by the app message or call. If you choose not to be present for the arrival of the washer, please ensure the washer can easily find your car among by indicating the plate or the exact colour and model when placing the booking.

Also be sure that the car is accessible, unlocked if requiring an interior cleaning, please note the washer is not allowed to drive your car for parking or any circumstances.

We strongly recommend checking the vehicle after the washer has completed the service to ensure you're thoroughly satisfied with the result!

What condition should my car to be to have a waterless carwash (outside wash)?

Any condition except excessive amounts of dirt, such as dried mud or other debris.

What about if rains at or during the booking time?

We certainly still provide the service if your car is parked under a cover and the parking spot with enough space to work on the car. If your car is not in a covered area the carwash will need to be rescheduled.

Do you provide a detailing car service?

No, we provide a car cleaning service that includes outside wash, inside clean and upholstery wipe down.

How long does the service take?

The duration of the service will depend on the package you've selected and prior condition of the vehicle. Approximately 30 minutes to 2 hours.

What if I have more than one car to be washed?

No problem - Our app has a multiple car feature that allows you to book multiple cars at one time.

Is there an additional charge for SUVs or Large Vehicles?

All prices are outlined in the app at the time of booking. Additional charges will be added for dog’s hair.

Do you clean baby car seats?

Yes, we vacuum baby seats and clean them with our upholstery products.

Can I request the same washer that serviced my vehicle in the past?

Yes you can, the Carnawash App allows you to add your favourite detailer and create your booking based on their availability.

Who will come to my place?

Carnawash works hard to find washers who have a special attention to detail and are trustworthy, reliable, and skilled in their respective field. On top of that, all washers that operate on the Carnawash platform have to go through a training program at the Carnawash HQ. All our Carnawashers are rated by our customers so you know that they are recommended by others.

Does Carnawash have insurance?

Yes, Carnawash provides all the appropriate Public Liability & Public Indemnity Insurance.

Do the washers come fully equipped?

Yes, The Carnawashers arrive at your location fully equipped with all the supplies they need to ensure that your car is spotless.

What are your hours of operation?

Our Carnawashers are available all day every day. However, sometimes especially for very short notice requests we might encounter a situation where we can't service you at the time requested so we would work out a time that was your next available.

Can you service my car anywhere?

Our equipment and method allow for cars to be washed in most places:

• Any outside parking spot with enough space to work on the car;
• Indoor or outdoor garage or indoor parking with complex with authorisation to have your car washed;
• Your driveway or in front of your home, office, on the street, while you’re at a café, bar or restaurant, at the shopping center, at sports grounds, ANYWHERE.

If you are in an indoor parking structure, you can mention it when booking on our platform via the notes section prior to booking. You can leave specific notes for the washer if you have a gate access code or if there are some other key instructions the detailer may need to know. Also, make sure that you are authorised to have your car washed at the spot you require your wash.

Can water be used in my area?

We don’t use water as part of our carwash service.

What is a waterless or eco-friendly car wash?

A waterless or eco-friendly car wash uses highly lubricated solutions to clean the entire vehicle.. This process is like how water removes dirt, but the chemical combination of a waterless car wash product is just as effective; we simply spray the surface of the car and then wipe it off with a microfiber cloth to avoid scratching. This process removes any light dirt or stains from the car’s surface. A waterless car wash is only recommended for cars with light dirtiness that doesn't have excessive amounts of dirt, such as dried mud or other debris.

The technician didn’t come fully equipped.

Our sincere apologies. If your technician doesn’t have the right tools or supplies to complete your service, please let us know and we will send out the first available technician to complete the job. It’s imperative to us that you get the service that we promised to deliver. Please contact our support team via email at support@carnawash.com so they can assist in making things right.

What happens if something was damaged or missing?

Carnawash professionals are independent contractors who are insured if anything goes wrong during service. If there is damage done to a vehicle by a washer, it is the customer’s responsibility to notify the washer immediately of the damage following the service. Once the washer leaves the premises and you opt not to inspect the vehicle, all rights to file a liability claim are waived. Should you follow these guidelines, you are responsible for negotiating and exchanging insurance information. Carnawash IS NOT LIABLE FOR INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE, OR CONSEQUENTIAL DAMAGES, LIABILITY, LOST PROPERTY, PERSONAL INJURY, OR PROPERTY DAMAGE arising from the use of our service.

Carnawash is not responsible for any belongings that may be lost or otherwise disposed of in the course of cleaning your vehicle. We strongly recommend that each customer remove any belongings they consider to be of value prior to service.

Why has my washer not arrived yet?

While we value your time and want to ensure we accommodate your busy schedule, washers may occasionally encounter certain roadblocks, including running late due to traffic or other unforeseen circumstances. Please give your washer a 15-minute window to arrive at your location. If for some reason no one shows up after 15 min has passed, please contact us via email at support@carnawashapp.com

Can I pay with cash?

Unfortunately, no.

Carnawash is a 100% cashless service. You will have to secure a booking online with a Visa or MasterCard debit/credit card but you are not charged until the service is completed.

How do you find your washers?

We have a thorough recruitment process to find and attract our Carnawashers.

How can I contact you?

We pride ourselves on being readily accessible! We have a dedicated customer support team if you have questions about a booking or if you need additional assistance in choosing the right package. Just email us at support@carnawashapp.com

What is your cancellation/rescheduling policy?

Carnawash policies are designed to promote a consistently reliable experience for customers and washers alike. While we know schedules can change quickly, rescheduling or skipping a booking with short notices causes washers to miss out on other job opportunities as well as waste their time and they often incur travel expenses as a result. To be fair, we have to compensate the washer for their time and expect the same reliability from them.

You can cancel or reschedule 2 hours outside of requested booking time free of charge. Cancelling/Rescheduling a booking less than 2 hours before the assigned time will be subject to an automated $15 non-refundable fee.

How do I tip my Carnawash?

Tips are obviously not mandatory but always appreciated by the washer who has worked hard to get your vehicle back in top shape. You can tip directly through the App and this tip will not incur any fee’s from Carnawash the full amount will be passed onto the washer.

Can I upgrade my service?

Of course, simply upgrade the service by editing your current booking in the App.