FAQ

THE MOBILE APP WON'T LET ME SIGN UP FOR THE UNLIMITED WASH CLUB. WHAT CAN I DO?

Sometimes our mobile app may not be working just quite right. If you would like to sign up for a membership online, you can use this link to create your account.

OR...better yet...

Stop by the wash and sign up at the kiosk!

HOW DO I CANCEL MY WASH CLUB MEMBERSHIP?

There are a 4 options we offer to cancel your Wash Club. In order of recommended preference, they are:

Email us (this is the BEST option)
1. Include your name, phone number and license plate: carwash@aquacarwashexpress.com
2. We require 3 days notice before renewal
3. This is our MOST recommended option as it creates a "digital paper trail".
4. Your Wash Club is NOT cancelled until you receive a confirmation email from staff (please follow-up with us if you have not received an email after within 3 days of your request.)
5. We will print a physical CANCELLATION RECEIPT and store in-office for you to pickup if you choose
Download our app
1. Click the red "MANAGE WASH CLUB" button above to download the app
2. Use your phone number on account to login
3. Click "Manage Vehicle"
4. Click "Edit Vehicle"
5. Click "Cancel Unlimited" (Note: The vehicle will change from "Recurring" to "Canceled" in-app.)
In-person
1. In the office
2. We do not accept cancellation requests at the kiosk
3. All in-person cancellation requests are processed immediately with a physical CANCELLATION RECEIPT
Call us
1. (434) 333-7397
2. Have your account phone number and license plate ready
3. We will verbally confirm cancellation AND deletion of your credit/debit card on file
4. We will print a physical CANCELLATION RECEIPT and store in-office for you to pickup if you choose

CANCELLATION RECEIPT

Each cancellation option, except for the WASH CLUB APP, generates a physical paper CANCELLATION RECEIPT automatically.

COMPANY POLICY is for staff to process all cancellation requests immediately and we will NEVER promise to cancel a membership verbally. If a cancellation request is made, a team member is required to process it immediately and obtain the physical CANCELLATION RECEIPT as proof of cancellation. Failure to follow this process can be grounds for probation, suspension or termination.

If you make a cancellation request via email/phone, we keep the CANCELLATION RECEIPT in-store for 30 days for you to pick-up AND we delete your credit/debit card on file. We will also verbally confirm the cancellation to you. If you request the cancellation in person, we give you the CANCELLATION RECEIPT as confirmation and delete your card on file. In each case, we will confirm that the Wash Club membership is cancelled, the card on file is deleted, and that a physical CANCELLATION RECEIPT has been produced. It is the customers responsibility to confirm each cancellation confirmation by obtaining the physical receipt in-store. We do not refund customers who "forgot" to cancel their membership OR claim they cancelled over the phone or in-person.

OUR RECOMMENDATION

We always recommend cancellation by APP or EMAIL as the most secure forms of cancellation as there is a "digital paper trail". After that, we recommend cancelling IN-PERSON as you will receive physical confirmation via CANCELLATION RECEIPT of your cancellation. While we are able to do so, we DO NOT RECOMMEND cancelling over the phone and instead direct you to cancellation via email.

To view the Terms & Conditions for our Wash Club program, scroll to the bottom of the page.

MY PAYMENT METHOD DID NOT GO THROUGH (DECLINED, EXPIRED OR CHANGED). WHAT HAPPENS NEXT?

The short answer is your account will be in-active until you update your payment method (online, app, over the phone, or in-person at the kiosk).

Once you update your payment method, you will be immediately charged for the previous declined charge. All future billing will proceed on your regular billing schedule.

For example, if your payment day is normally the 15th of every month and your previous months charge did not process (for any reason), AND you come in this month on the 12th, then you will:

Be charged on the 12th for your previous months charge
Be charged on the 15th for your normal charge

So, keep this in mind your charge date if/when your payment method declines, expires or changes for any reason. You may want to wait until after your next billing date passes OR (if you really need a wash), you can buy a single wash.

DO I NEED TO STEP OUT OF MY CAR?

Aqua Express Car Wash is designed so that you will remain in your vehicle from the moment you enter the line, through the car wash tunnel and into the vacuum area. Should you choose to vacuum your car, you have the option to do so at no additional charge.

WHAT IS THE HEIGHT LIMIT OF THE WASH?

The height limit is 7'5" (or 89").

Customers are responsible for ensuring that their vehicle is under the height limit. Any damage incurred by Aqua, it's facilities or equipment due to an over-height vehicle will be the responsibility of the vehicle owner and/or operator.

DO YOU OFFER LOYAL CUSTOMER DISCOUNTS?

We offer Unlimited Wash Club memberships for our Plus ($24/month), Supreme ($32/month), Ultimate ($36/month) and Platinum ($46/month) washes.

DO YOU OFFER MULTI-CAR DISCOUNTS?

Yes! All members with an active Wash Club account receive 50% OFF each additional vehicle on their account. Only the 1st vehicle pays full-price!

Note: You MUST manage all vehicles from a single account with a single billing method. Cars belonging to the same family or business that are not on the same account or billing method with Aqua will not receive a discount.

Additionally, if you add an additional car to an account in-person, we require you to use a new credit/debit card (protecting the earlier members in case of fraud) and set up billing for each vehicle with this new credit/debit card. Should you wish to keep the original card in place, the original account owner needs to contact us, visit us in-store or manage the account online or via mobile app to add additional vehicles.

IS MY WASH CLUB MEMBERSHIP TRANSFERABLE TO OTHER AQUA LOCATIONS?

At this time, no.

Your membership is eligible to use at this location only:

Aqua Express Car Wash
105 Market St
Zion Crossroads, VA 22942

WHICH PAYMENT METHODS DO YOU ACCEPT?

We accept all major credit cards, debit cards, our Wash Books, and our Gift Cards.

WE DO NOT ACCEPT CASH AT THIS TIME.

ARE THE VACUUMS AND TOWELS FREE?

Yes, the vacuums and towels are free to Aqua Express Car Wash customers who receive a wash.

Please place all used towels in the TOWEL bins. Towels are not to leave the premises.

WHAT HAPPENS IF THERE IS DAMAGE TO MY CAR?

Aqua Express Car Wash is not responsible for the following:

Pre-existing damage
Antennas
Wiper Blades
Extended Running Boards
Roof Racks
Bed Covers
Oversized Tires
Overfilled Truck Beds
Window Guards
Grill Guards
Film Wraps
Custom Paint Jobs
Protruding Fender Guards
Sunroofs
Damage to Oversized Vehicles
Damage to Low Riding Vehicles

If you believe your vehicle to be damaged by Aqua Express Car Wash, please stop by, in person, with the vehicle, and speak to our Management Staff. Our staff will fill out a damage report and Management will review all video, surveillance and other evidence to evaluate each claim.

All claims MUST be submitted within 48 hours of receipt of service.

Customers are responsible for any damage incurred by car wash for negligence on behalf of customer, such as, but not limited to:

Damage from oversized vehicle or tires/wheels
Damage from after-market parts
Shifting vehicle out of NEUTRAL while in wash tunnel
Turning wheel while in wash tunnel
Not parking in designated parking spots
Mistreatment or abuse of Aqua property and/or equipment
Driving over curbs, cones, lane dividers, fences, etc.

I HAVE AN ISSUE WITH SERVICE. WHAT IS THE BEST WAY TO HANDLE IT?

Our goal is your complete satisfaction. If you have an issue with any of our services or customer support, feel free to email us: carwash@aquacarwashexpress.com.

Or, please stop by during normal business hours to discuss.

Thank you!

WHAT ARE THE WASH CLUB TERMS & CONDITIONS?

Our Unlimited Wash Club Terms & Conditions can be found on your printed receipt (as well as below):

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You will be enrolled in our UNLIMITED MONTHLY RECURRING WASH CLUB PROGRAM. Your credit/debit card will be auto-billed every month and you authorize this automatic billing until you cancel the monthly membership program. You must notify Aqua Express Car Wash 3 business days prior to the billing date or you will be charged for that month.

To cancel, you must email: carwash@aquacarwashexpress.com. Every cancellation produces a cancellation receipt that Aqua Express Car Wash retains in digital form for proof of cancellation. You may request this receipt be emailed to you. Each membership is per vehicle. We will not refund unused membership charges prior to cancellation.

Aqua Express Car Wash Recurring Unlimited Wash Club Plans are for personal use only. Not for taxis, limousine, dealership or commercial use. Plan cannot be combined with other offers, discounts, Wash Books or Gift Cards. We reserve the right to modify or cancel this program and specific memberships at will, at any time.

Tampering with license plates could result in cancellation of the Recurring Plan(s). Switching license plates could result in criminal charges of theft.

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REFUND POLICY, PRIVACY POLICY AND TERMS & CONDITIONS

This notice describes the REFUND POLICY.

Refunds: Refund decision are at the sole discretion of the Car Wash ownership and/or management staff.

Refund Processing: Refunds can only be processed at the physical Car Wash location. Gift Cards can not be refunded. Cash refunds are not allowed.

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This notice describes our PRIVACY POLICY. By visiting our site, you are accepting the practices described in this Privacy Policy.

What Personal Information About Customers Do We Gather?

Information You Give Us:

We receive and store any information you enter on our Web site, mobile application or give us in any other way. You can choose not to provide certain information. As such, you may not be able to use all of our features. We use the information that you provide for such purposes as communicating with you and managing your Wash Club account.

Automatic Information:

We receive and store certain types of information whenever you interact with us. For example, like many Web sites, we use "cookies," and we obtain certain types of information when your Web browser accesses our Web site.

Do We Share the Information We Receive?

Businesses and Individuals:

We work closely with other businesses and individuals, and we may share information about you with those businesses and individuals.

Third-Party Service Providers:

We may employ other companies and individuals to perform functions on our behalf. Examples include fulfilling orders, delivering packages, sending postal mail and e-mail, processing credit card payments, and providing customer service. They have access to personal information needed to perform their functions, but may not use it for other purposes.

With Your Consent:

Other than as set out above, you will receive notice when information about you might go to third parties, and you will have an opportunity to choose not to share the information.

How Secure Is Information About Me?

Your information is protected during transmission by Secure Sockets Layer (SSL) software, which encrypts information you input. Only the last four digits of your credit card numbers are revealed when confirming an order. Of course, the entire credit card number is transmitted to the appropriate credit card company during order processing. It is important for you to protect against unauthorized access to your password and to your computer. Be sure to sign off when finished using a shared computer.

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TERMS & CONDITIONS

We invite you to use our online shopping site and mobile application. We provide this site to you subject to the following terms of use (“Terms”). If you visit or shop at this site, you accept these Terms. Please read them carefully.

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All content included on this site, such as text, graphics, logos, button icons and images, is our property or the property of our content suppliers and protected by United States and international copyright laws. All software used on this site is our property or the property of our service provider or its suppliers and protected by United States and international copyright laws.

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SITE ACCESS

We grant you a limited access and make personal use of this site and not to download (other than page caching) or modify it, or any portion of it, except with our express written consent. This access does not include any resale or commercial use of this site or its contents; any collection and use of any product listings, descriptions, or prices; any derivative use of this site or its contents; any downloading or copying of account information for the benefit of another merchant; or any use of data mining, robots, or similar data gathering and extraction tools. This site or any portion of this site may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without our expressed written consent.

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PRODUCT DESCRIPTIONS

We attempt to be as accurate as possible. However, we do not warrant that product descriptions or other content of this site are accurate, complete, reliable, current, or error-free. If a product is not as described, your sole remedy is to contact the physical Car Wash for a Refund or other Remedy. The Car Wash reserves the right to change or terminate programs, plans or pricing at any time.

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DISCLAIMER OF WARRANTIES AND LIMITATION OF LIABILITY

THIS SITE AND ALL INFORMATION, CONTENT, MATERIALS, PRODUCTS AND SERVICES INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THIS SITE ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS, UNLESS OTHERWISE SPECIFIED IN WRITING. WE MAKE NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE OPERATION OF THIS SITE OR THE INFORMATION, CONTENT, MATERIALS, PRODUCTS OR SERVICES INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THIS SITE, UNLESS OTHERWISE SPECIFIED IN WRITING. YOU EXPRESSLY AGREE THAT YOUR USE OF THIS SITE IS AT YOUR SOLE RISK.

TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY. WE DO NOT WARRANT THAT THIS SITE; INFORMATION, CONTENT, MATERIALS, PRODUCTS OR SERVICES INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THIS SITE; THEIR SERVERS; OR E-MAIL SENT FROM US ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. WE WILL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND ARISING FROM THE USE OF THIS SITE OR FROM ANY INFORMATION, CONTENT, MATERIALS, PRODUCTS (INCLUDING SOFTWARE) OR SERVICES INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THIS SITE, INCLUDING, BUT NOT LIMITED TO DIRECT, INDIRECT, INCIDENTAL, PUNITIVE, AND CONSEQUENTIAL DAMAGES, UNLESS OTHERWISE SPECIFIED IN WRITING.

CERTAIN STATE LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MIGHT HAVE ADDITIONAL RIGHTS.

SITE POLICIES, MODIFICATION, AND SEVERABILITY

We reserve the right to make changes to our site, policies, and these Terms at any time. If any of these conditions shall be deemed invalid, void, or for any reason unenforceable, that condition shall be deemed severable and shall not affect the validity and enforceability of any remaining condition.