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Shop Policy

END GAME DETAILING SHOP POLICY

This Shop Policy sets out how End Game Automotive PTY LTD (ABN 39 689 180 827), trading as End Game Detailing (End Game), handles bookings, deposits, payment, vehicle condition, curing, aftercare and liability for all bookings, work orders, quotations and services we provide. All prices include GST.

Please also read our Terms & Conditions and our ceramic coating aftercare guide. Questions? Call us on 0400 053 885.

About End Game

End Game operates a premium automotive detailing business, including paint correction, ceramic and graphene coating (Feynlab Ultra V3 7-year ceramic coating and Fireball Graphene Eternity 10-year graphene coating), paint protection film, window tint (Suntek Ceramic), paint restoration, interior detailing and show car preparation, from its premises at Unit 35, 575 Woodville Road, Guildford NSW 2161 (Premises).
This Policy applies to the person or entity who makes a Booking with End Game (Customer) and to the vehicle the Customer books in (Vehicle).
To the extent required by law, nothing in this Policy is intended to exclude, restrict or modify any rights the Customer may have under the Australian Consumer Law.

Definitions

In this Policy, unless the context requires otherwise:

Australian Consumer Law means the Australian Consumer Law set out in the Competition and Consumer Act 2010 (Cth), as amended or replaced from time to time.
Booking means a request by the Customer for Services in respect of a Vehicle, whether made in person, by telephone, SMS, email, online or through any booking platform used by End Game.
Booking Confirmation means the written confirmation of a Booking issued by End Game, which may be in the form of a text message, email, digital booking notification or other written communication and which sets out the Services, indicative timings and Fees.
Deposit means the non-refundable deposit equal to fifty per cent (50%) of the quoted Fees payable by the Customer to secure a Booking, unless otherwise stated in the Booking Confirmation.
Fees means the fees and charges payable by the Customer to End Game for the Services, including any surcharges, storage fees and additional costs set out in this Policy or the Booking Confirmation.
Force Majeure Event means any event beyond a Party’s reasonable control including acts of God, fire, flood, storm, explosion, pandemic, government restriction, industrial action, interruption of utility services, civil commotion or similar events, but excluding a lack of funds.
PPF means paint protection film applied to a Vehicle as part of the Services, including front-end, full-body or colour-changing wraps.
Privacy Laws means the Privacy Act 1988 (Cth), the Australian Privacy Principles and any other applicable privacy or data protection law in force in Australia from time to time.
Services means the vehicle detailing and related services provided by End Game to the Customer, which may include one or more of paint correction, ceramic or graphene coatings, PPF installation, window tint (Suntek Ceramic), paint restoration, interior detailing and show car detailing, as set out in the Booking Confirmation.
Vehicle includes any part of the vehicle, its paintwork, trim, wheels, glass, interior surfaces and any accessories fitted to it.
Party means End Game or the Customer, and Parties means both of them.

How this policy applies

This Policy applies once the Customer accepts it, including by confirming a Booking, paying a Deposit or providing the Vehicle to End Game, whichever occurs first.
This Policy applies to all Bookings, quotes, work orders and Services provided by End Game to the Customer. If there is any inconsistency between this Policy and a Booking Confirmation, the Booking Confirmation will prevail to the extent of the inconsistency.

Bookings & deposits

Bookings

The Customer may make a Booking only during End Game’s operating hours, unless End Game agrees otherwise.
A Booking is not accepted and no Services will be scheduled until End Game issues a Booking Confirmation and receives the Deposit in cleared funds.
By confirming a Booking, the Customer acknowledges and agrees to be bound by this Policy.

Deposit

The Customer must pay the Deposit at the time of Booking or within such other time as specified in the Booking Confirmation.
The Deposit is strictly non-refundable, except where End Game cancels the Services for reasons not caused by the Customer, in which case End Game will refund the Deposit or apply it to a new Booking, at the Customer’s election.

Deposits paid by bank transfer

Once the agreed Deposit has been received, we will send you a Booking Confirmation. While transfers are typically fast, deposited funds can take up to 24 hours to appear in our account due to standard banking and payment processing timelines.
Your booking will be tentatively held from the moment you make the transfer. The official Booking Confirmation, containing the essential details of your service appointment, including the services booked and final invoice breakdown, will only be sent once the funds have been fully cleared and confirmed as received in our account.
If you do not receive your confirmation within 24 hours of making the deposit, please contact us immediately so we can investigate.

Cancellations & rescheduling

Cancellation and rescheduling by the Customer

The Customer may request to cancel or reschedule a Booking by providing at least 24 hours’ notice prior to the scheduled drop-off time.
Where the Customer provides at least 24 hours’ notice, the Deposit is not refundable but may, at End Game’s discretion, be applied once to a rescheduled Booking within 60 days, and any further rescheduling may require a new Deposit.
If the Customer cancels or requests to reschedule with less than 24 hours’ notice, or fails to deliver the Vehicle at the scheduled time, the Deposit will be forfeited and End Game may refuse to provide further Services unless a new Booking and Deposit are arranged.

Cancellation and rescheduling by End Game

End Game may cancel or reschedule a Booking at any time due to staff illness, equipment failure, supply issues, safety concerns, a Force Majeure Event or other circumstances reasonably beyond its control.
Where this occurs, End Game will use reasonable endeavours to offer an alternative time. If no suitable alternative can be agreed, End Game will refund the Deposit in full, which will be the Customer’s sole remedy for such cancellation, subject always to the Australian Consumer Law.

Payment

Fees

The Fees for the Services will be as set out in the quote or Booking Confirmation.
End Game may vary the Fees if the Vehicle is materially different from the description provided by the Customer, additional contamination, defects or scope of work is discovered, or the Customer requests additional or changed Services.
Any variation will be discussed with the Customer and, where reasonably practicable, agreed in writing before the additional work is undertaken.

Payment terms

In addition to the Deposit, the balance of the Fees is payable on completion of the Services and prior to the Customer collecting the Vehicle.
End Game may accept payment by cash, EFTPOS, credit card, bank transfer or other methods specified in the Booking Confirmation.
If any amount remains unpaid when due, End Game may charge interest at 25% per annum, calculated daily, on the overdue amount, and the Customer must pay all reasonable costs incurred by End Game in recovering the amount (including legal and collection costs).

GST

All prices include GST.

Vehicle condition & pre-existing damage

Roadworthiness and mechanical condition

The Customer must deliver the Vehicle to the Premises in a roadworthy condition, free from active fluid leaks, mechanical failure, electrical faults or any other defect that makes the Vehicle unsafe to move or work on.
End Game may refuse to accept or may cease work on any Vehicle it considers unsafe, unroadworthy or otherwise unsuitable for the Services. In that case, the Deposit will not be refunded and additional fees may apply for time already spent.

General cleanliness and suitability

The Customer must present the Vehicle in a reasonably clean state. Heavy contamination (including excessive mud, off-road residue, pet hair, mould, biohazards, or severe neglect) may attract additional charges as notified by End Game.
End Game may refuse to work on Vehicles that have been used in extreme off-road conditions, materially neglected or otherwise present a risk to staff, equipment or other vehicles. In such circumstances, End Game may terminate the Services, the Deposit will not be refundable, and a further service fee may be payable to cover inspection and cleaning of the workspace.

Disclosure of pre-existing damage and resprays

The Customer must disclose any known pre-existing damage to the Vehicle, including scratches, chips, dents, clear coat failure, previous repairs or resprays.
The Customer must expressly notify End Game if any part of the Vehicle has been resprayed or repaired, and when that work took place.

Inspection and documentation

End Game may, but is not obliged to, conduct a visual inspection and record existing defects, including via photographs or written notes, prior to commencing the Services.
The Customer acknowledges that some defects may only become apparent once the Vehicle has been washed, decontaminated or polished, and End Game is not responsible for such underlying or previously concealed defects.

Respray cure times

Resprayed paint requires an appropriate cure time of at least 6 weeks (or such longer period recommended by the body shop) before being subjected to polishing, coatings or PPF.
It is the Customer’s responsibility to ensure that any resprayed surfaces have fully cured before End Game performs the Services.
End Game may refuse to work on resprayed surfaces it considers insufficiently cured or of poor quality. In that case, the Deposit will not be refunded and End Game may charge a reasonable fee for time spent inspecting the Vehicle.

Resprays and poor preparation

End Game will not perform wet-sanding, orange-peel removal, dust nib removal, run removal or other corrective work that involves significant alteration of the paint thickness, unless separately agreed in writing.
Where the Vehicle has been resprayed or poorly prepared by a third party, End Game is not liable for any damage, failure, lifting, peeling, delamination or other issues that arise during or after the Services due to poor preparation, incompatible products or inadequate curing.
End Game may stop work on the Vehicle if it determines, acting reasonably, that continuing would risk damage due to poor underlying preparation. In such a case, the Customer will pay a reasonable pro-rated fee for work performed up to the time work is stopped.

Drop-off, personal items & collection

Personal items and valuables

The Customer must remove all personal items and valuables from the Vehicle before drop-off, including from gloveboxes, centre consoles, boot, under seats and any storage compartments.
End Game is not responsible or liable for any loss of or damage to any personal items or valuables left in the Vehicle, whether or not End Game has been notified of them.

Child seats and devices

End Game recommends that the Customer removes all child seats and child restraint devices prior to drop-off.
If End Game agrees to remove or refit a child seat or similar device, this is done at the Customer’s risk. End Game does not warrant that any such device has been installed in accordance with applicable safety standards and is not liable for any loss or damage arising from its installation or use.

Recording and disconnection of devices

To protect privacy and for identification and record-keeping purposes, End Game may take photographs and/or video footage of the Vehicle (interior and exterior) and record details such as licence plate, VIN, odometer reading, make and model.
End Game may disconnect or disable any dash cams, recording devices or tracking devices in the Vehicle while performing the Services and will endeavour to reconnect them on completion. End Game is not responsible for any data not recorded during that period or for any pre-existing faults in those devices.

Sign-in and collection

The Customer (or an authorised representative) must sign in the Vehicle upon delivery to the Premises and sign off on collection to confirm handover.
The Customer must collect the Vehicle promptly once End Game notifies the Customer that the Services have been completed.

Storage, risk & late collection

The Customer must collect the Vehicle within 24 hours of being notified that the Services are complete, unless another time is agreed in writing.
If the Vehicle is not collected within that 24-hour grace period, End Game may charge a storage fee of $250 per day (or part day) until collection.
If the Vehicle remains uncollected for an extended period, End Game may, acting reasonably, store the Vehicle outside and the Customer acknowledges that exposure to the elements may alter the condition or appearance of the Vehicle.
While the Vehicle is at the Premises, End Game will take reasonable care to protect it, but the Customer acknowledges that some risk (including minor dust accumulation, water spotting or environmental fallout) is unavoidable.
Subject to the Australian Consumer Law and the Liability section below, End Game is not responsible for any loss or damage to the Vehicle arising from events beyond its reasonable control, including theft, vandalism, storm damage or third-party acts.
End Game may retain possession of the Vehicle (or the keys to the Vehicle) until all outstanding Fees and charges have been paid in full. This does not limit any other lien or security interest End Game may have at law or in equity.

Services & outcomes

End Game will perform the Services with due care, skill and diligence, consistent with high-end automotive detailing industry standards.
The Customer acknowledges that no detailing or paint correction can guarantee a 100% defect-free finish, that the level of correction achievable depends on the age, thickness and condition of the paint, and that some deep defects, stone chips, etching, scratches or clear coat failures may remain after the Services.
Any timeframes provided for completion of the Services are estimates only. End Game will use reasonable endeavours to meet estimated timeframes but is not liable for any delay caused by factors beyond its reasonable control.
The Customer must inspect the Vehicle upon collection and raise any immediate concerns with End Game before leaving the Premises, where reasonably possible.
The Customer must notify End Game of any concerns or issues with the Services within 48 hours of collection, together with reasonable details and supporting photographs. If the Customer fails to notify End Game within that timeframe, additional fees may be payable to assess and, where appropriate, rectify any issues.

Curing & aftercare

Coatings and PPF require proper ongoing maintenance to perform as intended. The Customer must follow all aftercare and maintenance instructions provided by End Game. See our ceramic coating aftercare guide for more detail.

Curing

Ceramic coatings: wait 1 week after the coating is applied before the first wash.
PPF: the film cures for 2–4 weeks before its first wash. During the cure, only give the Vehicle a gentle rinse with a garden hose.

Washing

Wash the Vehicle every two weeks with a pH-neutral shampoo and soft wash mitts, using methods recommended by End Game.
Dry the Vehicle with clean, high-quality microfibre towels.
Pressure washing is OK only after the cure: use a wide fan, stay at least 1 m back and never aim at the film or coating edges.
No car washes of any kind (automatic, brush-type, touchless or otherwise) and no waxes.
Avoid abrasive sponges, aggressive chemicals and improper wash techniques.
Remove contaminants (bird/bat droppings, sap, bug splatter) as soon as possible using appropriate products.
Recommended decontamination (if appropriate): as required.
The Customer should retain receipts or evidence of maintenance where possible.

Caring for PPF

Paint protection film is covered by INOZETEK’s 10-year manufacturer PPF warranty. That warranty is provided by INOZETEK, the film manufacturer, not by End Game.
Avoid picking or lifting edges of the film. If you notice any lifting or bubbling, leave it and let us know. It is usually fixed at the free maintenance wash.
Do not use abrasive polishes or cutting compounds on the film unless expressly authorised by End Game.

Free follow-up wash and maintenance

Customers get one free wash and inspection 2–4 weeks after handover.
After that, the Customer is responsible for bringing the Vehicle back for maintenance washes.

Reporting an issue

The Customer must not allow another automotive detailer or service provider to attempt rectification of any issue with coatings or PPF without first giving End Game the opportunity to inspect and, if appropriate, rectify the issue.
Notify End Game in writing promptly, with photos of the issue and a description of the problem, and make the Vehicle available at the Premises for inspection.
Do not attempt to repair, polish or remove coatings or PPF in the affected area before End Game has inspected it.
If, following inspection, End Game reasonably determines that the issue is not related to End Game’s workmanship (for example, due to improper maintenance, environmental damage, stone chips or accidents), the Customer may request rectification at additional cost.

Limitations

End Game is not responsible for:

damage caused by accidents, collisions, impacts, stone chips or vandalism;
damage or defects arising from resprayed or poorly prepared surfaces;
environmental damage (including bird or bat droppings, sap, water spotting, fallout, overspray or UV damage);
misuse, neglect, improper washing, or use of harsh chemicals or brushes;
lack of maintenance or ignoring aftercare instructions;
any modifications or repairs to the Vehicle carried out after the Services; or
normal wear and tear, including minor swirl marks introduced by washing over time.

No detailing service, coating or film provides a perfectly defect-free finish or permanent protection.

Liability

Non-excludable rights

Nothing in this Policy is intended to exclude, restrict or modify any non-excludable guarantees, warranties or conditions implied or imposed by the Australian Consumer Law or any other applicable law which cannot be lawfully excluded or limited (Non-Excludable Rights).

Exclusion of certain loss

To the maximum extent permitted by law, and subject to the Customer’s Non-Excludable Rights, End Game excludes all liability for any:

loss of profit, loss of revenue, loss of opportunity, loss of use, or any indirect or consequential loss or damage;
loss or damage to any personal property left in the Vehicle;
pre-existing damage, latent defects or issues revealed by the Services; or
loss or damage arising from the Customer’s failure to comply with this Policy, including maintenance requirements.

Cap on liability

To the maximum extent permitted by law, and subject to the Customer’s Non-Excludable Rights, End Game’s total aggregate liability to the Customer arising out of or in connection with the Services (whether in contract, tort, statute or otherwise) is limited to an amount equal to the Fees actually paid by the Customer to End Game for the Services giving rise to the claim.

Limitation where Non-Excludable Rights apply

Where the Customer is entitled to the benefit of Non-Excludable Rights, and End Game’s liability cannot be excluded but can be limited, End Game’s liability is limited, at End Game’s option, to:

in the case of services – the supply of the services again, or the payment of the cost of having the services supplied again; and
in the case of goods – the replacement of the goods, the supply of equivalent goods, the repair of the goods, or the payment of the cost of doing so.

Aftermarket parts & accessories

The Customer must notify End Game before the commencement of any Services if the Vehicle has any aftermarket parts, accessories or modifications fitted to it, including but not limited to aftermarket spoilers, splitters, diffusers, body kits, badges, emblems, grilles, mirrors or trim pieces (Aftermarket Parts).
The Customer acknowledges and agrees that the removal of certain Aftermarket Parts may be a necessary step for the proper installation of PPF or the performance of other Services; that Aftermarket Parts may be constructed from materials that are more fragile than original equipment manufacturer parts, may use non-standard fixings, adhesives or mounting methods, and may have been installed by third parties in a manner that affects their structural integrity; and that there is an inherent risk that Aftermarket Parts may be damaged, broken or rendered unusable during removal, even where reasonable care is exercised.
Subject to the Customer’s Non-Excludable Rights, where End Game has exercised reasonable care and skill in the removal of Aftermarket Parts, End Game is not liable for any loss or damage arising from the breakage, damage or destruction of those Aftermarket Parts during their removal.
Where End Game has not exercised reasonable care and skill in the removal of Aftermarket Parts, End Game’s liability for any resulting damage to those Aftermarket Parts is limited to the reasonable cost of a like-for-like replacement part (excluding any costs of installation or fitting).
If the Customer is not willing to accept these limitations, the Customer may elect to remove the Aftermarket Parts themselves prior to delivery of the Vehicle, or request that End Game perform the Services without removing the Aftermarket Parts (in which case the Customer acknowledges that the quality or coverage of the Services may be affected).

Privacy, photography & marketing

In providing the Services, End Game may collect personal information about the Customer and the Vehicle, including name, contact details, address, and Vehicle details (such as VIN, registration and odometer readings).
End Game will collect, use, store and disclose such information in accordance with applicable Privacy Laws and its privacy practices, for purposes including managing Bookings and providing the Services, maintaining service records, and sending service reminders and reasonable marketing communications (which the Customer may opt out of at any time).
End Game may take photographs and/or video of the Vehicle (including identifiable registration plates) before, during and after the Services for internal records and quality control, and for evidencing the condition of the Vehicle. These images and records may be stored securely by End Game for as long as reasonably required for operational or legal purposes.
Unless the Customer notifies End Game in writing at or before drop-off that they do not consent, End Game may use images and video of the Vehicle for marketing and promotional purposes, including on its website and social media channels.
Where reasonably practicable, End Game will avoid associating such images with the Customer’s full name, home address or contact details.

Force majeure

If a Force Majeure Event prevents or delays a Party from performing any obligation under this Policy (other than an obligation to pay money), that obligation is suspended for so long as the Force Majeure Event continues and to the extent that Party is unable to perform.
The affected Party must promptly notify the other Party of the nature of the Force Majeure Event and its expected duration, and use reasonable endeavours to overcome or mitigate the effects of the Force Majeure Event.

Termination & refusal of service

The Customer may end the arrangement in respect of particular Services at any time by cancelling the relevant Booking, subject to the Cancellations & rescheduling section above. This does not affect any accrued rights or obligations, including the obligation to pay any outstanding Fees.
End Game may terminate in whole or in part, or refuse to provide or continue Services, if the Customer breaches this Policy and fails to remedy the breach within a reasonable time after receiving notice; the Vehicle is unsafe, unroadworthy or unsuitable for the Services; the Customer behaves in an abusive, threatening or unsafe manner; or a Force Majeure Event or other event beyond End Game’s reasonable control makes it impractical to perform the Services.
Where End Game terminates because the Vehicle is unsafe, unroadworthy or unsuitable, or because of abusive, threatening or unsafe behaviour, the Deposit will be forfeited and End Game may charge a reasonable fee for work already performed.
Where End Game terminates for reasons not caused by the Customer, End Game will refund the Deposit and any pre-paid Fees for work not performed, subject to the Liability section above.

Dispute resolution

If a dispute arises out of or in connection with this Policy or the Services, a Party must not commence court proceedings (except for urgent interlocutory relief) unless it has first given the other Party written notice of the dispute and the key issues, and used reasonable endeavours to resolve the dispute through good faith discussions within 14 days after that notice.
If the dispute is not resolved within that period, either Party may commence legal proceedings.

General

Entire agreement: this Policy (including any Booking Confirmation) constitutes the entire agreement between the Parties about its subject matter and supersedes all prior discussions, negotiations, understandings and agreements.
Variation: no variation of this Policy for a particular Booking is effective unless it is in writing and accepted by both Parties.
Assignment: the Customer must not assign, transfer or subcontract any of its rights or obligations under this Policy without End Game’s prior written consent. End Game may assign or novate its rights and obligations to a related entity or purchaser of its business on notice to the Customer.
Severability: if any provision of this Policy is held to be invalid, illegal or unenforceable, that provision is severed and the remainder of this Policy continues in full force.
Governing law and jurisdiction: this Policy is governed by the laws of New South Wales, Australia. The Parties submit to the non-exclusive jurisdiction of the courts of New South Wales and the courts entitled to hear appeals from them.

Contact us

End Game Automotive PTY LTD, ABN 39 689 180 827, trading as End Game Detailing. Phone 0400 053 885. Read our Terms & Conditions and our ceramic coating aftercare guide.