Terms & Conditions

Welcome to Carlo Shine Car Care Terms and Conditions Page. If you have decided to use our website and services, you are agreeing to Carlo’s terms and conditions of use, which is combining with our privacy policy govern Carlo’s relationship with you in relation to this website and its services.

The terms ‘Carlo’ or ‘we’ or ‘us’ all refer to the Carlo.ae. The term ‘you’ refers to the user of our services or the viewer of our website.

The content of the pages of this website is for the explanation and implementation of our services. It is subjected to change without notice.
We use cookies to monitor user’s browsing preferences. If cookies are allowed to be used, the relevant information personal/non-personal may be stored by us for use in fields we determine
Carlo keeps the right to change, amend, cancel or make exceptions to the terms and conditions listed here. Request you to check this terms and conditions page from time to time. By using our services, you acknowledge that you agree with our terms and conditions.
No partnership, joint venture, or agency is created as a result of the Terms and Conditions and you do not have any authority of any kind to link Carlo any respect whatsoever. Carlo will not be liable for any failure to perform its obligations hereunder where such failure results arising from any reason beyond Carlo’s reasonable control, including, without limitation, electronic, mechanical or communications failure or degradation.
All materials on the website are owned by and/or licensed to us. This material includes, and is not limited to layout, the design, appearance, look, graphics, etc. Reproduction/Usage is strictly prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions. You give your consent that you will not do unauthorized use of the materials and information on the website.
We may also include links to other websites. These external links are provided for your convenience to provide further information. We are not responsible for the accuracy and correctness of the external link content.
Your use of this website and any dispute arising out of such use of the website is subject to the local laws of UAE Main Courts.
When you make a booking through Carlo, we will help facilitate the services for your beauty. Once the service is done the Fees you pay to our technician/beautician are non-refundable (unless there is a company-caused violation). The pricing scheme may be updated by the Company on a going-forward basis. You are liable for any and all taxes (except taxes based on our income)/li>
Carlo may change rates and fees from time to time by posting the changes on the Carlo website 10 days in advance, but with no advance notice mandatory for temporary promotions or any changes that result in the reduction of rates and fees. Carlo cannot be held responsible for the unlawful acts of technicians and users.
Carlo checks the backgrounds of technicians both directly and indirectly via their previous employee reference checks. However, each user should exercise common sense and caution to protect its personal safety and property, just like you would when faced with any person who you do not know. The users agree to hold Carlo’s free from the liability for any damages and/or missing items during or after using the technician services through Carlo.
Carlo will charge you for your finalized bookings through the payment method specified on the website (e.g. a credit card or cash). If you happen to pay any applicable charges with your credit card, we may seek pre-authorization of your credit card account prior to your purchase.
If you choose to pay the fee by your credit card, you, as the cardholder, must retain a copy of transaction records and our policies and rules.
You are responsible for maintaining the confidentiality of all the information in your account.
Customers using the website who are minor/under the age of 18 shall not register as a User of the website and shall not transact on or use the website.
If any provision of this Terms and Conditions is found to be unenforceable or/and invalid, that provision shall be limited to the minimum extent necessary so that the Terms and Conditions shall otherwise be kept in full force and effect. Carlo may transfer, assign or delegate the Terms and Conditions and its rights and obligations without consent.
Carlo will not trade with or provide any services to OFAC and sanctioned countries.
Carlo will send messages via Whatsapp, SMS, email or notifications as means of communication for the purposes of including but not limited to appointment confirmation & appointment updates and marketing and any communication that is related to your account with us.
In case of no show from the client the amount will not be refundable.

Method of Payment, Card Types accepted and Currency

We accept payments online using Visa, MasterCard, and Amex credit/debit card in AED.

Quality Assurance Program / Quality Control Policy

We conduct random quality inspections on a regular basis to review the quality of our crew members’ work while they are on duty.

Here are the 3 methods we use in maintaining the quality checks:

Unannounced Visit – To ensure technician are properly uniformed and performing their duties thoroughly and completely.
On-Site Inspection – A walk-thru with the beautician and/or the client during regular business hours.
Follow-up – A brief telephone call by our customer service agents after your session has been completed.

Credit Policy

Carlo Credits, also known as Wallet or Credits, is credit that may be applied to a customer’s account at Carlo’s discretion
Credits can only be redeemed against orders placed on the mobile app by the customer himself; They cannot be availed for offline orders or orders placed by Carlo staff on behalf of the customer
Credits can NOT be redeemed for the purchase of any Carlo subscription packages; The customer may however use them against orders that do use subscription vouchers
We may, in our sole discretion, place limits on the amount of credits that can be redeemed per order; We may change these limits without notice
Credits cannot be exchanged for cash or any other alternatives and have no monetary value
Credits will expire after mentioned date and would no longer be redeemable against any orders after that
Any attempt to manipulate our Site and our offers of Credits by use of bulk entry via third parties or syndicates, macros, ‘script’, ‘brute force’, masking identity by manipulating IP addresses, using identities other than their own or any other automated means (including systems which can be programmed to enter), will render the order and the relevant Credit invalid. Carlo is entitled to take all reasonable steps to protect itself against fraudulent or invalid Credit redemptions, including requiring additional reasonable verification close the accounts of any customers it reasonably believes have carried out any such acts.

Cancellation and Refund Policy

Refunds, if any, will only be processed through the original mode of payment.
Refunds will only be made against the amount paid by the customer through the original mode of payment, adjusted for any promotions, charge backs, Carlo credits or unverifiable activity.
Depending on the mode of payment, please allow for up to 45 days for the refund transfer to be completed.
Cancellation can only be done within 5 minutes of placing an order OR upto 4 working hours before order’s scheduled time, whichever is later.
Once the valet or diagnosis service has begun and the customer rejects or cancels the estimate or order completely, the customer would have to pay for the valet and diagnosis fees separately for the release of his vehicle.