The appointment standard.

Service area and operating hours

DE‘NOVA operates by confirmed appointment from 9:00 AM to 7:00 PM, primarily within Kuala Lumpur. Locations outside the main service area require advance acceptance and may carry a disclosed travel charge. Arrival times are windows because traffic, building access and travel between appointments can vary.

Service menu and expected duration

• Normal Car Wash: approximately 1–1.5 hours.
• Premium Car Wash: approximately 2–3 hours.
• Premium Interior: approximately 2–2.5 hours.
• Premium Exterior: approximately 1–2 hours.
• Premium Glass: approximately 1–1.5 hours.

Estimates assume ordinary access and disclosed vehicle condition. Heavy contamination, multiple vehicles, weather or site restrictions may extend the appointment.

Pricing and vehicle category

The booking summary displays each service, vehicle surcharge, deposit and estimated total before submission. Sedan is the base category; SUV or Pick Up adds RM38, MPV adds RM68 and Super Car adds RM108 per vehicle. We will explain and obtain approval before any chargeable additional work begins.

Online payment only

Available methods are limited to the secure online options displayed at checkout or provided through an official DE‘NOVA payment link, including supported online banking and Touch ’n Go eWallet. Cash is not accepted. A RM50 reservation deposit may be required and is credited toward the final total. Never send funds to an account that has not been verified through denovadetailing.com or WhatsApp 014 300 6126.

Location and site readiness

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

Vehicle preparation and disclosure

• Remove cash, valuables, weapons, medication, fragile objects and personal documents.
• Disclose alarms, dash cameras, electrical faults, loose trim, aftermarket coatings, repainted panels and known damage.
• Do not leave hazardous, biological, prohibited or sharp materials in the vehicle.

We may refuse contaminated areas requiring licensed specialist remediation or any condition that presents an unreasonable safety risk.

Condition records and media

Before work begins, the specialist records at least eight condition photographs, one video of up to 50 seconds and the damage checklist. After completion, at least eight photographs and one video of up to 50 seconds record the result. Operational records are visible to the customer and authorised operations staff. They are not used publicly for marketing without separate permission.

Cancellation and rescheduling

24 hours or more

One complimentary reschedule or cancellation with approved paid amounts returned to the original payment method, less a disclosed non-refundable provider fee where lawful.

6 to 24 hours

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

Less than 6 hours or no-show

The deposit may be retained for reserved capacity and travel, unless consumer law requires otherwise.

DE‘NOVA cancellation

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

Weather and force majeure operations

Rain, lightning, flooding, haze, unsafe heat, natural disaster, road closure, traffic incident, water or electrical interruption, government direction or building restrictions may require a revised arrival window, pause or reschedule. The assigned specialist and operations team make the safety decision. A DE‘NOVA-initiated weather or safety reschedule carries no customer cancellation charge.

Completion, optional signature and concerns

The customer signature at handover is optional. Where the customer is unavailable, timestamped completion media and the digital checklist form the operational handover record. Report a service concern with the booking reference and clear evidence as soon as possible, preferably within 24 hours, so we can investigate and propose a fair remedy. This request does not remove statutory consumer rights.

Reviews and community media

Reviews must relate to a genuine completed appointment. Customers may voluntarily publish result photographs to the community gallery. Content exposing private information, unrelated people, vehicle location, abuse, illegality or manipulation may be withheld or removed. A specialist’s public score is calculated from eligible completed-order ratings.