Support

Customer Support Guidelines

1. Support Availability

  • Hours: Monday to Saturday, 9:00 AM – 6:00 PM (local time).

  • Contact Options:

    • In-App: Help & Support section

    • Email: info@cartub.uk

2. Response Times

  • General Queries: Within 24 hours (business days).

  • Urgent Issues (e.g., booking, payments): Response within 6 hours.

3. What We Support

  • Account & Login: Sign up, password reset, profile updates.

  • Bookings: Car wash scheduling, status updates, cancellations.

  • Payments & Billing: Payment issues, refunds, subscriptions.

  • App Performance: Bugs, crashes, errors.

  • Privacy & Security: Account deletion, data requests.

4. Resolution Process

  1. Acknowledge your request.

  2. Collect details (device, iOS version, app version, screenshots if needed).

  3. Provide a solution/workaround within 48 hours.

  4. Escalate if required to technical team.

  5. Follow-up until the issue is confirmed resolved.

5. Refund & Subscription Policy

  • Refunds are handled by Apple App Store (Report a Problem).

  • Cartub support will guide you if you need help requesting a refund or managing your subscription.

6. Privacy & Data Protection

  • Cartub follows Apple’s App Store Guidelines and UK GDPR laws.

  • Users can request:

    • Account deletion (via in-app or email).

    • Access to stored data.

  • All customer support cases remain confidential.

7. Feedback & Improvements

  • Share feedback via in-app survey or App Store reviews.

  • Regularly update FAQs to address common questions.

  • Use customer suggestions to improve app features and support.

8. Escalation

  • Level 1: Support team (first response).

  • Level 2: Technical team (unresolved app issues).

  • Level 3: Management (complaints, policy cases).