El acuerdo entre tú y VenYa.

1. Our agreement with you

These terms cover Auto Care and Home Care services supplied by VenYa. Your written booking confirmation identifies the service, location, price, agreed scope and appointment arrangements.

Services advertised as “Coming Soon” are not available to book unless VenYa expressly confirms otherwise. Joining an interest list does not create a paid booking.

We provide these terms before you confirm your booking and retain a record of your acceptance. You receive a copy with your confirmation.

Mandatory consumer rights apply throughout. Nothing in these terms removes a remedy, cancellation right or protection provided by applicable law.

2. Quotes, scope and price changes

Before you accept, we provide a written quote showing:

• The service and tasks included.
• Relevant exclusions and approved extras.
• The total price, including applicable taxes and any travel charge.
• Any deposit, payment schedule and quote expiry.
• The arrival window and estimated duration.
• Any access, water, electricity or preparation requirements.

Prices are stated in Dominican pesos unless another currency is expressly agreed. Any currency conversion and applicable charge must be explained before payment.

Please describe the vehicle or property accurately, including size, condition, heavy soiling, pet hair, access restrictions and relevant hazards.

If the condition differs materially from the information provided, we explain the available options and any price or timing change before carrying out additional work. You may approve the change, retain the original scope where practical, or decline the additional work.

We do not add unapproved extras to your invoice. A change in quote does not automatically make you responsible for a cancellation charge.

For hourly cleaning, the quote explains whether the rate is per worker-hour or per team-hour and the agreed spending limit.

3. Booking confirmation and deposits

An enquiry or appointment request is not a confirmed booking. Confirmation occurs when VenYa accepts the appointment in writing and any stated deposit requirement is met.

Where required, the proposed deposit is 25% of the confirmed service price, credited toward the final bill.

A deposit is not automatically non-refundable. Any lawful cancellation deduction must follow Section 5. We refund the remaining balance rather than requiring you to accept store credit.

Remote bookings remain subject to applicable statutory reflection, cancellation and other protections. Short-notice appointments must follow VenYa’s legally reviewed booking procedure; requesting urgent service does not by itself waive your rights.

4. Payment and refunds

Unless another written arrangement applies, the remaining balance is payable after the service is completed. We provide a receipt or invoice.

If you dispute part of a bill, contact us promptly so we can investigate. We do not treat payment as proof that the work was satisfactory or that you have waived a complaint.

We do not impose undisclosed administrative, collection or failed-payment fees.

Approved refunds are initiated within five business days, or sooner where legally required. We confirm the amount and initiation date. Your bank or payment provider may require additional processing time.

Refunds normally return through the original payment method unless we agree on another suitable method.

5. Customer cancellations and rescheduling

You may cancel or request a change through the booking channel, email, telephone or WhatsApp details shown in your confirmation. Notice is measured from when your message reaches the designated channel, not when our staff read it.

The following proposed schedule applies only where a charge is legally permitted:

Notice before the start of the confirmed arrival window	Maximum cancellation charge
At least 24 hours	No charge
Between 12 and 24 hours	Up to 25% of the booked price
Less than 12 hours, or a missed appointment	Up to 50% of the booked price

These are maximums, not automatic penalties. Any charge must reflect reasonable, unrecovered loss attributable to the cancellation, after allowing for saved expenses and replacement bookings. We explain the calculation on request.

A retained deposit counts toward the charge; it is not added on top.

No charge applies where:

• A statutory cancellation right applies.
• VenYa cancels or cannot provide the agreed service.
• Weather or an external event makes the service unsafe or inaccessible.
• The booking was duplicated or incorrectly confirmed by VenYa.

For a genuine unexpected medical or family emergency, we offer one courtesy fee waiver within a rolling 12-month period. We do not routinely request sensitive medical documents.

Repeated missed appointments may require a deposit for future bookings, disclosed before acceptance.

6. VenYa cancellations and delays

If we cannot attend, we notify you as soon as reasonably possible. You may choose an alternative appointment or a refund of payments for the unperformed service.

We communicate expected delays. If our expected arrival moves more than 60 minutes beyond the end of the confirmed arrival window, you may cancel before work begins without a cancellation charge.

A specific completion deadline is binding only when expressly accepted in writing. We do not promise a time-critical rental turnover unless we have confirmed that deadline.

These options do not restrict any additional remedy required by law.

7. Weather, storms and unexpected disruption

Safety and a suitable finish take priority. We may postpone, pause or adapt work when lightning, heavy rain, high winds, flooding, dangerous heat, unsafe roads or other conditions prevent safe, effective service.

Auto Care: Exterior detailing, polishing and protective-product application require suitable conditions. Light rain does not automatically prevent all work, but shelter, surfaces and product requirements must be suitable. An interior-only or alternative service requires your agreement.

Home Care: Ordinary rain does not automatically cancel indoor cleaning. Flooding, unsafe travel, loss of essential utilities or unsafe premises may require postponement.

When weather prevents the agreed service, you may choose free rescheduling or a refund for the unperformed work. We do not require you to accept a credit.

If work is interrupted after it begins, we explain what was completed and agree on the next step. Charges are limited to properly completed, usable work, subject to applicable consumer remedies. We do not charge for the entire booking solely because work started.

Rain, dust or ordinary use after a properly completed detail does not automatically entitle a customer to another wash. This does not excuse a defective service.

Hurricanes, evacuation orders and similar disruptions receive the same fair treatment: prompt communication, safe decisions and refunds for unperformed services where requested or required.

8. Access and preparation

Please arrange lawful access, parking and any required community or building approval. Tell us about gate procedures, entry restrictions and access codes before arrival.

Water or electricity is your responsibility only where the booking confirmation expressly says you must provide it.

If we cannot gain access during the agreed arrival window, we attempt to contact you at least twice and allow 30 minutes from our first arrival notification, where safe and practical.

If access remains unavailable for a reason reasonably within your control, the cancellation policy may apply. An unexpected outage, security restriction or external disruption is assessed on its facts rather than automatically treated as your fault. We do not charge a missed-appointment fee because you were unavailable before the agreed arrival window.

9. Auto Care service conditions

Please remove valuables and identify items that must remain in the vehicle. Tell us about damaged trim, loose fittings, electrical faults, aftermarket equipment, paint repairs, sensitive materials and other relevant conditions.

We record significant visible pre-existing damage where practical and discuss areas that may require a different cleaning method.

Cleaning can improve appearance but cannot guarantee removal of every stain, odour, scratch, oxidation mark or permanent defect. We explain significant limitations when identified.

Engine cleaning, paint correction, ceramic coatings, child-seat cleaning and other specialist tasks are included only when expressly quoted.

We do not drive or relocate your vehicle without specific permission. Any agreed movement must be undertaken by an appropriately authorised person.

We provide relevant drying, curing and aftercare instructions. These instructions do not remove responsibility for damage caused by our work.

10. Home Care service conditions

Your package checklist defines the work included. Standard cleaning, deep cleaning and rental turnovers have different scopes.

Tasks such as inside ovens, inside refrigerators, laundry, exterior windows, post-construction cleaning and heavy furniture movement require express inclusion.

Please identify delicate surfaces, damaged fixtures, fragile belongings, product sensitivities and relevant allergies. We discuss suitable alternatives where reasonably possible.

We do not undertake hazardous mould remediation, pest treatment, sewage cleanup, sharps removal or other specialist hazardous work under an ordinary cleaning booking.

We do not provide childcare, pet supervision or property security as part of cleaning. Please arrange safe supervision and secure pets where needed.

We may stop work because of a specific safety hazard, harassment, threatening behaviour or conditions outside the agreed scope. We explain the reason and seek a practical resolution. Any bill must distinguish completed work from unperformed work and any lawful charge.

11. Rental turnovers and property-manager bookings

Before confirming a turnover, we agree on:

• Checkout time, access time and required completion deadline.
• Cleaning scope, linen arrangements and restocking instructions.
• The person authorised to approve extra work.
• How we report damage, missing items and maintenance concerns.
• Where keys are returned and how completion is confirmed.

Late guest departure or changed access may affect completion. We notify the designated contact promptly rather than silently reducing the scope.

Restocking purchases require an agreed allowance or separate approval. Receipts are provided.

Cleaning does not replace a specialist maintenance inspection or security service. Additional inspection tasks must be expressly agreed.

A manager booking on someone else’s behalf must have authority to arrange access and approve the agreed charges.

12. Service quality and complaints

We aim to complete the agreed checklist with reasonable skill and care. Where practical, we offer a walkthrough or completion report.

Please report a cleaning concern preferably within 48 hours, and sooner for a turnover before new guests arrive. This helps us identify and resolve the issue. It is not an automatic expiry of your legal rights.

We acknowledge complaints within one business day and explain the proposed resolution. Appropriate remedies may include correcting the work, a price reduction or a refund, consistent with the circumstances and applicable law.

Where corrective work is agreed, we aim to arrange it within two business days, subject to access and availability. We prioritise time-sensitive turnover complaints.

You do not lose your rights because you were absent at completion, paid the invoice or could not provide photographs. A return visit is not automatically the only available remedy.

13. Damage, loss and belongings

VenYa takes responsibility for damage or loss for which it is legally responsible, including responsibility arising from the work of personnel or service partners acting on its behalf.

Please report suspected damage promptly, preferably within seven days of discovery, with available details. This reporting preference does not shorten a statutory claim period.

We investigate fairly and may request photographs, receipts or an inspection where useful. Lack of a photograph does not automatically defeat a claim.

Where responsibility is established, we discuss an appropriate remedy, such as repair, replacement or compensation, taking account of the facts and applicable law.

We do not impose an arbitrary liability limit equal to the cleaning price or exclude all responsibility for negligence.

Pre-existing damage is distinguished from damage caused or worsened by our work. Asking you to remove valuables does not remove responsibility for loss we cause.

14. Staff, partners, keys and confidentiality

VenYa remains your point of contact for a VenYa-supplied booking, including where an approved service partner performs the work.

A separate referral to another supplier must be clearly identified before you contract or pay that supplier.

Keys and access information are used only for authorised service activities. We keep an appropriate handover record, restrict access and report a lost key or suspected disclosure promptly.

Customers may ask to verify a team member’s identity through VenYa’s official contact channel.

15. Personal information and photographs

We use necessary customer information to quote, schedule, provide service, take payment and resolve issues. Relevant information may be shared with assigned personnel and necessary service providers for those purposes.

Our separate privacy notice explains the legal data controller, systems used, recipients, retention arrangements and how to exercise applicable data rights.

We explain any proposed service photographs and their purpose. Wherever practical, photographs avoid people, identifying documents, valuables and unrelated private areas. If you object, we discuss another way to record condition or quality.

Service photographs are not permission to advertise.

Marketing photographs, testimonials and promotional messages require separate, optional permission. Refusing marketing permission does not affect service.

16. Recurring services and prepaid packages

Recurring bookings must state the frequency, scope, price, payment arrangements and cancellation method.

You may stop future visits without an exit penalty. A near-term confirmed visit remains subject to the lawful cancellation policy.

Unused prepaid services are refundable, less completed services and any lawful, clearly agreed charge. We do not retrospectively increase completed-service prices because you cancel a package.

Proposed price or scope changes are communicated at least 14 days before taking effect. They do not change an already accepted individual booking without your agreement. You may decline the change and cancel affected future services without penalty.

17. Complaints, applicable law and policy updates

Contact info@venyadom.com with your booking reference and concern. Complaints can be submitted through the same channels used to book.

These terms are governed by applicable Dominican Republic law. Customers retain access to ProConsumidor and competent courts. We do not require exclusive private arbitration as a condition of obtaining a remedy.

Terms are supplied in clear Spanish, with an English version available where appropriate. Translation differences must not be used to reduce mandatory consumer protections.

Updates apply prospectively, with notice and any required acceptance or registration. We do not silently replace the terms governing an existing booking.