Our position
Modern tunnel equipment is gentle, and we hand-prep every car before it enters. But cars go through in volume, and occasionally something goes wrong. When it is our fault, we put it right.
Tell us before you leave the site. That is the single most important thing in this policy, and the reason is practical rather than legal: once a vehicle has left, we cannot establish what happened in our tunnel.
What to do
1. Do not leave the property
Pull over in the vacuum area and find a member of staff. If it is outside opening hours or no one is available, call the location immediately:
- Steiner Ranch — 512.243.8418
- Lakeway — 512.284.8452
2. We will document it with you
A staff member will record your name and contact details, your vehicle and plate, the time of your wash, what you believe happened, and photographs of the damage taken on site.
3. We review
We will review the tunnel footage and the equipment. We aim to give you an initial response within 3 business days and a decision within 10 business days.
4. Resolution
If the damage was caused by our equipment we will arrange repair, or reimburse a repair you arrange, up to the cost of a like-for-like fix.
What we cover
Damage caused by our equipment or by our team while your vehicle is in our care — for example a tunnel component striking a panel, or a wheel or mirror damaged by our machinery.
What we do not cover
This is not a list of excuses. Each of these is something a tunnel wash cannot reasonably be responsible for, and being clear about them up front avoids a worse conversation later.
- Damage reported after you leave the site.
- Pre-existing damage, including rust, existing scratches, chips and previous repairs.
- Loose, damaged or aftermarket parts — trim, molding, spoilers, emblems, bug deflectors, aerials, running boards and wheel covers that were already loose or poorly fitted.
- Aftermarket accessories — roof racks, cargo boxes, bike racks, light bars, ladder racks and anything not fitted by the manufacturer.
- Vehicles that should not have entered — see the size and fitment limits in the Membership Plan Terms. If you bring a vehicle that does not meet them, the risk is yours.
- Wraps, paint protection film and aftermarket ceramic coatings.
- Failing paint or clear coat, peeling, oxidation, or previous body work that lifts under water pressure.
- Antennas not retracted, where the vehicle has a manual antenna.
- Mirrors not folded, where the vehicle requires it.
- Interiors — water entering through windows, sunroofs or seals that were not fully closed or were not watertight.
- Items left on or in the vehicle, including in an open truck bed.
- Damage from failing to follow instructions in the lane, including braking, steering or putting the vehicle in gear.
Personal property
Please take valuables with you. We are not responsible for items left in vehicles or in the vacuum area.
Insurance
Claims are handled directly by Purewash Express Car Wash rather than through a third-party administrator. Contact us using the route above and we will deal with it ourselves.
If you disagree with our decision
Ask for it to be reviewed by the site manager. If you are still unsatisfied, write to info@purewashatx.com and it will be reviewed by the owner.
Nothing in this policy takes away rights you have under Texas law.
Contact
info@purewashatx.com · Steiner Ranch 512.243.8418 · Lakeway 512.284.8452