Stellar Seats Policies + Customer Agreement
At Stellar Seats, our goal is to provide a thorough, gentle cleaning experience while respecting each car seat's manufacturer instructions and limitations. Please review the following policies before booking an appointment.
1. Booking & Payment: Appointments are reserved once payment has been received through Stellar Seats. By submitting payment and completing your booking, you acknowledge that you have reviewed and agreed to these policies. Each appointment is reserved specifically for the service and time selected at checkout.
2. Cancellation & Rescheduling: We understand that plans can change! Cancellations made at least 24 hours before your scheduled appointment will receive a full refund. Cancellations made less than 24 hours before your scheduled appointment will receive a 50% refund, with the remaining 50% retained as a cancellation fee for the reserved appointment time. Customers may request to reschedule their appointment at no additional charge when the request is made at least 24 hours before the scheduled appointment. Rescheduling requests made less than 24 hours before the appointment may be subject to the same 50% cancellation fee. Stellar Seats may make exceptions at our discretion for genuine emergencies or unusual circumstances.
3. Cleaning Results: Stellar Seats provides professional cleaning intended to improve the cleanliness and appearance of your car seat. However, we cannot guarantee complete removal of every stain, discoloration, odor, or buildup. The results of cleaning can vary depending on the material, age of the seat, type of contamination, length of time a substance has been present, and the manufacturer's cleaning limitations. Some stains or odors may be permanent or may not be safely treatable without risking damage to the seat. Our priority is always to clean the seat safely and appropriately rather than using aggressive methods simply to achieve a cosmetic result.
4. Manufacturer Instructions: Stellar Seats follows the applicable manufacturer's cleaning and care instructions for each car seat whenever available. Cleaning methods and products may vary depending on the specific seat and its materials. Stellar Seats does not modify, alter, repair, or replace any component of a car seat. If a requested cleaning method is inconsistent with the manufacturer's instructions or could potentially damage the seat, Stellar Seats reserves the right to decline that portion of the requested service.
5. Pre-Existing Damage & Condition: Customers are responsible for disclosing any known damage, missing components, previous repairs, or other relevant concerns before cleaning. Stellar Seats will document the condition of the seat as reasonably necessary before beginning the cleaning process. Stellar Seats is not responsible for pre-existing damage, wear, fading, discoloration, deterioration, defects, or other conditions that were present before the seat was received. If we identify a concern that makes cleaning inappropriate or potentially unsafe, we may pause or decline the service and contact the customer.
6. Car Seat Safety: Stellar Seats is a cleaning service, not a car seat safety inspection or installation service. Cleaning a car seat does not confirm that the seat is safe, unexpired, properly installed, free from recall, or otherwise appropriate for continued use. Customers remain responsible for determining whether their car seat is appropriate and safe for their child. Stellar Seats does not guarantee the safety, performance, or continued usability of any car seat following cleaning.
7. Crash History: Customers must disclose if a car seat has been involved in a vehicle crash to the best of their knowledge. Stellar Seats does not determine whether a seat involved in a crash should be replaced or whether it remains safe for use. If you are unsure whether your seat should be replaced, please consult the seat manufacturer or an appropriately qualified child passenger safety professional.
8. Refusal of Service: Stellar Seats reserves the right to refuse or discontinue a cleaning service when: the requested service conflicts with manufacturer instructions, the seat appears unsafe or unsuitable for cleaning, the seat has significant damage that could make cleaning inappropriate, the seat contains contamination that cannot be safely handled within the scope of our service, the customer provides inaccurate or incomplete information that materially affects the service, or the requested work falls outside the services offered by Stellar Seats. If Stellar Seats determines that a seat cannot be safely cleaned before cleaning begins, the customer will be contacted regarding available options and any applicable refund.
9. Pickup & Delivery: Customers selecting pickup and delivery are responsible for providing an accurate delivery address and being available during the agreed-upon delivery window. Additional fees may apply for addresses outside the stated service area. Stellar Seats is not responsible for delays caused by circumstances outside of our reasonable control, including severe weather, road closures, or other unexpected events.
10. Customer Responsibility: Customers are responsible for providing accurate information during booking and intake. Customers are also responsible for: providing the correct car seat for the appointment, disclosing known crash history, disclosing known damage or concerns that may affect cleaning, collecting or receiving the seat within the agreed-upon timeframe, and providing accurate contact and delivery information.
11. Personal Items: Customers should remove personal belongings, toys, food, and other non-seat items before dropping off the car seat. Stellar Seats is not responsible for personal belongings left with a car seat.
12. Unclaimed Items: Customers must collect or receive their cleaned car seat within the agreed-upon timeframe. If a seat remains unclaimed after reasonable attempts to contact the customer, additional storage fees may apply. If an item remains unclaimed for an extended period, Stellar Seats may take additional action as permitted by applicable law.
13. Photos & Documentation: Stellar Seats may photograph car seats before, during, and after cleaning for documentation, quality control, and recordkeeping. Photos used for internal documentation will be kept with the customer's service records. Stellar Seats will not use identifiable photos of children for marketing purposes without separate permission.