Refund Policy

Refund Policy

Last Updated: March 30, 2026

This Refund Policy describes how refunds are handled for payments processed through the Valet Guide platform. Valet Guide is a technology platform that facilitates valet parking services; the valet parking service itself is provided by independent valet operators (“Operators”).

1. Understanding Your Payment

When you pay through the Valet Guide platform, your payment typically includes:

  • Valet service fee: Set by the Operator for the valet parking service
  • Platform service fee: Charged by Valet Guide for payment processing and the digital experience
  • Tip (optional): Gratuity for valet attendants
  • Applicable taxes: As configured by the Operator for their jurisdiction

2. Valet Service Fee Refunds

2.1 Operator Discretion

Refunds of the valet service fee are at the sole discretion of the Operator providing the valet parking service. The Operator sets their own refund policies.

2.2 Requesting a Refund

To request a refund of the valet service fee:

  1. Contact the Operator directly at the service location
  2. Provide your valet ticket number or receipt
  3. Explain the reason for your refund request

The Operator will evaluate your request according to their policies and the circumstances of your service.

2.3 Grounds for Refund

Common reasons an Operator may approve a refund include:

  • Service not provided as described
  • Vehicle retrieval not completed
  • Billing errors
  • Significant service failures

3. Platform Service Fee

3.1 Non-Refundable

The platform service fee charged by Valet Guide is non-refundable. This fee covers payment processing costs and the digital experience (SMS notifications, mobile checkout, digital receipts).

3.2 Exceptions

The platform service fee may be refunded in limited circumstances:

  • System errors that result in duplicate charges
  • Charges processed without proper authorization
  • As required by applicable law

4. Tip Refunds

Tips are voluntary gratuities paid to valet attendants. Tips are deposited to the Operator for distribution to their staff. Refund requests for tips should be directed to the Operator.

5. Refund Processing

5.1 Timeline

When a refund is approved:

  • Refunds are processed to the original payment method
  • Refunds typically appear within 5-10 business days
  • Actual timing depends on your financial institution

5.2 Refund Notification

You will receive email confirmation when a refund is processed, including:

  • The refund amount
  • The date processed
  • The payment method credited

6. Chargebacks

6.1 Resolution Process

If you have a concern about a charge, we encourage you to contact the Operator or Valet Guide first to resolve the issue. We are committed to addressing legitimate concerns promptly.

6.2 Chargeback Evidence

If you file a chargeback or payment dispute with your card issuer, Valet Guide and the Operator reserve the right to provide service records as evidence in response to the dispute. This may include:

  • Check-in and retrieval timestamps
  • Vehicle information and photos
  • Service activity records

For more details, see our Terms of Service, Section 5.4.

7. Automatic Refunds

In certain circumstances, the platform may automatically initiate refunds:

  • Ticket cancellation: If a valet ticket is canceled after payment, a full refund is automatically processed
  • Service failure: If the platform detects that a valet service was not performed as described

8. Contact Us

If you have questions about this Refund Policy or need assistance with a refund request:

For Operator service issues:
Contact the valet operator at the service location

For platform or service fee questions:
Valet Guide
Email: support@valetguide.com