Customer Service Policies

Business Hours

Big Oasis operates by appointment from 9:30 AM–6:00 PM. We are a mobile service and do not maintain a public walk-in address.

1. Booking & Deposit

Appointments require accurate contact, vehicle, location, and condition information. A $50 nonrefundable deposit is applied toward the booked service. Final pricing may change based on vehicle size, condition, access, or approved add-ons.

2. Rescheduling, Cancellation & No-Shows

Give at least 24 hours’ notice to reschedule. With timely notice, the deposit may be transferred once to a new appointment. Late cancellations, unsafe or inaccessible locations, and no-shows may forfeit the deposit. Big Oasis may reschedule for severe weather, equipment failure, illness, or unsafe working conditions.

3. Vehicle Access & Preparation

The customer must provide legal, safe parking and access to the vehicle at the scheduled time. Remove valuables, firearms, medication, cash, fragile items, and child seats unless service for those items was specifically approved. Utility requirements will be confirmed before arrival.

4. Inspection & Authorization

Big Oasis may document the vehicle before and after service, record existing damage, and ask for approval before performing additional paid work. Customers must disclose leaks, loose trim, electrical problems, aftermarket parts, prior repairs, or other sensitive conditions.

5. Service Results

Stains, odors, scratches, oxidation, pet hair, sap, water spots, and other defects may improve without being completely removable. Paint correction and restoration results depend on material condition and safe remaining surface depth. No unsafe procedure will be performed solely to guarantee a cosmetic result.

6. Payment & Completion

The remaining balance is due when service is completed unless a written fleet agreement states otherwise. Only approved payment methods may be used. Returned or disputed payments may pause future service while the issue is reviewed.

7. Weather, Travel & Delays

Mobile arrival times are estimates. Traffic, weather, prior-job conditions, and safety issues can cause delays. Big Oasis will provide an update when practical.

8. Personal Property & Keys

Customers are responsible for removing personal property. Keys remain controlled only as needed to perform or safely reposition the vehicle. Big Oasis is not responsible for items that were not disclosed or removed, except where required by law.

9. Photos, Privacy & Communication

Inspection photos may be retained with the service record. Marketing use requires separate permission. Customer information is used for booking, service communication, payment, safety, and legal recordkeeping and is not sold.

10. Merchandise

Product descriptions, shipping estimates, returns, and warranty terms will be shown before purchase when merchandise checkout becomes active.

11. Service Concerns

Report a service concern within 48 hours with photos when possible. Big Oasis will inspect the issue and may offer a reasonable correction when the concern relates to the booked work.

By booking, the customer confirms that the supplied information is accurate and agrees to the policies shown during checkout.