Question 1

How do I book a car wash on Lustra?

Accepted Answer

Browse service providers in your area, select the one that fits your needs, choose a service package, pick an available time slot, and confirm your booking. You'll receive a confirmation email and a reminder before your appointment.

Question 2

Can I reschedule or cancel a booking?

Accepted Answer

Yes. You can reschedule or cancel through your bookings dashboard. Cancellations made more than 24 hours before the appointment are fully refunded. Late cancellations (under 24 hours) may incur a 50% cancellation fee, depending on the service provider's policy. See our Payment & Refund Policy for full details.

Question 3

What happens if the service provider cancels?

Accepted Answer

If a service provider cancels, you will receive a full refund within 3–5 business days and we will help you find an alternative provider. Provider cancellations are tracked, and providers with excessive cancellations are reviewed.

Question 4

Do I need to be home during the wash?

Accepted Answer

It depends on the service type. For exterior-only washes, you can leave your keys in a pre-arranged spot. For interior cleaning, someone typically needs to be present. You can communicate preferences directly with your service provider.

Question 5

What payment methods are accepted?

Accepted Answer

Lustra accepts Bancontact, Wero and all major credit and debit cards (Visa, Mastercard, American Express) through Stripe. Apple Pay and Google Pay are also supported where available. We do not accept cash payments through the platform.

Question 6

When is my card charged?

Accepted Answer

Your card is charged when you confirm a booking. The amount is held and released to the service provider after the service is completed and you've had the opportunity to review it.

Question 7

How long do refunds take?

Accepted Answer

Refunds are processed within 3–5 business days for credit/debit cards. The exact time depends on your bank or card issuer. You'll receive an email confirmation as soon as the refund is initiated.

Question 8

Is my payment information secure?

Accepted Answer

Absolutely. All payments are handled by Stripe, which is PCI-DSS Level 1 compliant - the highest level of payment security certification. Lustra never stores your full card details on our servers.

Question 9

What types of services are available on Lustra?

Accepted Answer

Services vary by provider but typically include exterior wash, interior cleaning, full detail, polish, waxing, and eco-friendly/waterless options. Browse individual provider pages to see their specific offerings.

Question 10

Are the cleaning products eco-friendly?

Accepted Answer

Many of our service providers specialize in eco-friendly, waterless, or low-water methods using biodegradable products. Look for the 'Eco-Friendly' badge on provider listings to identify these specialists.

Question 11

What if I'm not satisfied with the service?

Accepted Answer

Leave an honest review so other customers are informed, and contact our support team within 48 hours of service completion. We'll investigate and work toward a fair resolution.

Question 12

How do I list my car wash business on Lustra?

Accepted Answer

Click 'List your business' and complete the registration form. You'll need to provide your business name, location, services offered, pricing, and banking details for payouts. Our team reviews applications within 2 business days.

Question 13

What documents do I need to register?

Accepted Answer

You'll need a valid business registration or proof of self-employment, a government-issued ID, and your bank account details for Stripe Connect setup. Insurance documentation is strongly recommended and may be required in certain regions.

Question 14

Why do you need access to my Google account?

Accepted Answer

We use Google OAuth strictly to securely authenticate your Lustra Business profile. This is only required for business partners to access their provider dashboard, not for regular customers. We only use the requested data to verify your identity and manage your business account securely.

Question 15

What commission does Lustra take?

Accepted Answer

Lustra charges a platform fee on each completed booking. The exact percentage is displayed in your business dashboard during onboarding. There are no monthly fees or hidden charges - you only pay when you earn.

Question 16

How and when do I get paid?

Accepted Answer

Payouts are processed via Stripe Connect directly to your bank account. Payments are released after service completion, typically within 2–3 business days. You can track all earnings in your business dashboard.

Question 17

What happens with refunds to customers?

Accepted Answer

If a customer receives a refund, the corresponding amount will be deducted from a future payout. You'll always be notified in advance and given the opportunity to provide evidence if you believe a refund is unwarranted.

Question 18

Are there any fees for setting up Stripe Connect?

Accepted Answer

Setting up Stripe Connect is free. Standard Stripe processing fees apply to each transaction. These are deducted before the platform fee - all amounts are shown transparently in your payout breakdown.

Question 19

Can I set my own pricing and availability?

Accepted Answer

Yes, you have full control. Set your service packages, prices, and available time slots directly from your business dashboard. You can block out days, set recurring availability, and update prices anytime.

Question 20

How do I handle no-shows or last-minute cancellations?

Accepted Answer

Customers who cancel within 24 hours may be charged a cancellation fee, part of which is passed to you. For no-shows after a 15-minute grace period, you can mark the booking as a no-show through the dashboard and receive the applicable compensation.

Question 21

Can I pause or close my listing temporarily?

Accepted Answer

Yes. You can pause your listing at any time from your dashboard - for example, during holidays or periods of high demand. Existing confirmed bookings will not be affected. You can reactivate your listing whenever you're ready.

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