1. General Liability
Bilbo Glans AB ("Bilbo Glans") acts solely as a technical platform that facilitates bookings between customers and authorized service providers ("Partners"). Bilbo Glans does not perform the car wash services itself and has no physical custody of the vehicles. Consequently, full liability for the vehicle throughout the entire service delivery rests entirely with the Partner, including during pickup, washing, drying, interior cleaning, parking, and return of the vehicle. This policy governs damage handling, insurance obligations, and liability distribution between the customer, Partner, and Bilbo Glans.
2. Partner's Full Liability
The Partner bears full and undivided liability for all damage occurring to the customer's vehicle from the moment the vehicle is picked up from the agreed location until the moment the vehicle is returned to the customer. This liability includes but is not limited to: (a) damage caused by the Partner's employees or subcontractors, (b) damage arising during vehicle transport, (c) damage caused by washing equipment or chemicals, (d) damage from parking-related incidents, (e) theft or vandalism of the vehicle or its loose accessories while in the Partner's care, (f) damage from weather conditions if the Partner fails to take reasonable protective measures. The Partner is obligated to maintain a valid and comprehensive commercial insurance policy covering these risks with a minimum limit of SEK 10,000,000 per loss event.
3. Partner Insurance Obligations
All Partners are required to obtain and maintain approved commercial insurance that at minimum covers: (a) General liability insurance – minimum SEK 10,000,000 per loss event, (b) Property damage to customer vehicles – minimum SEK 5,000,000 per vehicle, (c) Legal expenses insurance – minimum SEK 500,000, (d) Business interruption insurance – minimum SEK 1,000,000. The Partner must be able to present a valid insurance certificate upon request. If the Partner's insurance lapses or is cancelled, the Partner must immediately inform Bilbo Glans. Bilbo Glans reserves the right to suspend any Partner whose insurance does not meet these requirements.
4. Damage Reporting Process
Upon discovery of damage to the vehicle, the following process must be followed: (a) The Partner must immediately (within 30 minutes) document the damage with at least 8 photographs from different angles, including close-ups. (b) The Partner must immediately notify the customer via the app's chat function and provide the photo documentation. (c) The Partner must submit a formal damage report via the Partner Portal within 24 hours. (d) If the damage exceeds SEK 10,000 or involves personal injury, the Partner must immediately contact Bilbo Glans support. (e) The Partner may not perform repairs on the vehicle without the customer's explicit written consent and, in insurance cases, the insurance company's approval.
5. Customer Responsibilities and Obligations
The customer is obligated upon handover of the vehicle to: (a) document the vehicle's existing condition by taking photographs of the vehicle from all sides, (b) inform the Partner of any existing damage or defects that may affect service delivery, (c) remove all valuables and personal belongings from the vehicle. Bilbo Glans and the Partner are not responsible for loss of or damage to loose items left in the vehicle, such as electronics, jewelry, wallets, documents, cash, or other personal belongings. Upon return, the customer must inspect the vehicle and immediately report any newly occurred damage before the vehicle leaves the location.
6. Insurance Claims and Deductible
For damage covered by the Partner's insurance, the following applies: (a) The Partner's deductible per claim event is SEK 5,000 if the damage was caused by the Partner's fault. (b) If the damage exceeds the Partner's deductible, the excess amount is covered by the Partner's insurance. (c) The customer is entitled to claim compensation directly from the Partner for the deductible and other direct costs. (d) Bilbo Glans may, if necessary, facilitate contact between the customer and the Partner's insurance company but is not a party to the insurance claim. (e) The Partner is obligated to compensate the customer's deductible in cases where the damage was wholly or partially caused by the Partner or its employees.
7. Dispute Resolution for Damage Claims
If the customer and Partner cannot agree on liability or compensation level, the following shall apply: (a) The parties shall first attempt to reach an agreement through direct negotiation. (b) If negotiation does not lead to agreement within 14 days, Bilbo Glans may mediate the dispute based on available documentation. (c) Bilbo Glans's mediation decision is not legally binding but shall be considered by the parties in good faith. (d) If the dispute remains unresolved, the parties are referred to a court of general jurisdiction or alternative dispute resolution mechanisms such as the Swedish National Board for Consumer Disputes (ARN) for consumer disputes.
8. Bilbo Glans Limited Liability
Bilbo Glans is not liable for: (a) damage occurring to the vehicle during service delivery, as this liability rests entirely with the Partner, (b) loss of or damage to loose items left in the vehicle, (c) indirect or consequential damages such as lost income, alternative transportation costs, or diminution in value, (d) damage arising from the customer's failure to follow instructions or provide accurate information. Bilbo Glans's total liability is in all circumstances limited to the amount the customer paid for the specific service.
9. Force Majeure
Neither Bilbo Glans nor the Partner shall be liable for damage or delays caused by force majeure events, including but not limited to: natural disasters, extreme weather conditions, war, terrorism, riots, pandemics, strikes, government actions, or disruptions to public communications or energy supply. In the event of force majeure, the Partner shall take reasonable measures to protect the vehicle and notify the customer as soon as possible.
10. Changes to This Policy
Bilbo Glans reserves the right to update this policy at any time. Partners will be notified of material changes at least 30 days in advance. Customers will be notified via the app. The latest version is always available on our website and in the app.