The appointment standard.

Service area and availability

DE‘NOVA operates daily from 9:00 AM to 7:00 PM and provides mobile detailing by confirmed appointment primarily within Kuala Lumpur. Locations outside Kuala Lumpur require advance confirmation and may involve a disclosed travel charge. A submitted request is not confirmed until we accept the location, date, time and treatment. Displayed slots may change because of travel time, weather, building access or specialist availability.

Pricing and approval

Appointments begin from RM228. The booking summary shows the selected treatment, vehicle category, add-ons, deposit and estimated total before submission. Final pricing may change only where the vehicle category, condition, access requirements or requested work materially differs from the information supplied. We will explain and obtain approval before chargeable additional work begins.

Payment

Payment methods available at checkout may include online banking, supported e-wallets, card or cash where expressly offered. A deposit may be required to secure a slot and is credited to the final total. Online payment is confirmed only after the payment provider reports a successful transaction. Never send funds to an account that has not been verified through our website or official WhatsApp number.

Location and site readiness

• Provide an accurate address, precise map pin, building name, parking level and access instructions.
• Obtain the property owner’s or management’s permission for mobile detailing.
• Provide a lawful, ventilated and reasonably level work area with safe clearance around the vehicle.
• Disclose height limits, visitor registration, loading-bay rules, water restrictions and security procedures in advance.
• Keep children, pets and bystanders outside the working area.

If the location is unsafe, inaccessible or prohibited, we may pause, relocate or reschedule the appointment.

Vehicle preparation

• Remove cash, valuables, weapons, medication, fragile objects and personal documents.
• Provide the key where movement, ignition, windows, seats or boot access is reasonably required.
• Disclose alarms, dash cameras, electrical faults, loose trim, aftermarket coatings, repainted panels and known damage.
• Do not leave prohibited, hazardous, biological or sharp materials in the vehicle.

We may decline areas containing undisclosed hazardous contamination or conditions requiring licensed specialist remediation.

Condition record and photographs

Before photographs document visible condition, existing defects and the work area. After photographs document completion. Appointment photographs are operational records and are not published for marketing without permission. Personal belongings and unrelated people should not appear in the frame where reasonably avoidable.

Cancellations and rescheduling

24 hours or more

One complimentary reschedule or cancellation with the deposit returned to the original payment method, less any non-refundable provider charge disclosed before payment.

6 to 24 hours

The deposit may be transferred once to a new appointment within 30 days.

Less than 6 hours or no-show

The deposit may be retained to cover reserved time and travel, unless consumer law requires otherwise.

DE‘NOVA cancellation

Choose a priority replacement slot or receive a full refund of amounts paid for the affected appointment.

Weather, delay and access

Rain, lightning, flooding, unsafe heat, building restrictions or traffic may require a revised arrival window or reschedule. Safety decisions are made by the assigned specialist and operations team. Weather-related rescheduling by DE‘NOVA does not attract a customer cancellation charge.

Results and limitations

Detailing improves cleanliness, appearance and protection but cannot guarantee removal of permanent stains, deep scratches, corrosion, etched glass, odours absorbed into structural materials, failing clear coat or damage beneath trim. We will identify material limitations when reasonably visible and seek approval before using an intensive method on a sensitive surface.

Completion, concerns and reviews

Review the vehicle at handover where possible. Report a service concern with supporting photographs through WhatsApp within 24 hours so we can inspect and propose a fair remedy. This reporting window helps investigation and does not remove rights that cannot lawfully be excluded. Reviews must reflect a genuine completed appointment; unlawful, abusive or privacy-infringing content may be withheld.