Carmaster (UK) Ltd – Terms & Conditions of Business

1. Our service promise and how to raise a concern

As a proactive business, we continually seek to make improvements and recognise that our future depends on the satisfaction of our customers.

We always strive to provide the highest standards of service. However, we recognise that things can go wrong occasionally and when this occurs, we are committed to resolving matters promptly.

If you are dissatisfied in any way with the service you have received, any concerns should be emailed to [email protected] in the first instance.

To help us deal with it quickly, please include: your name, vehicle registration, invoice number (if you have it), and a brief summary of the issue.

2. Definitions

In these Terms:

• “We/Us/Our” means Carmaster (UK) Ltd, trading as Carmaster Garage.
• “You/Your” means the customer or the person authorised to instruct us.
• “Vehicle” means the vehicle you book in with us.
• “Work” means any service, repair, diagnosis, MOT, supply of parts, or other work we carry out.

3. Acceptance of these Terms

By booking work with us, authorising work, leaving the Vehicle with us, or collecting the Vehicle after Work is completed, you accept these Terms.

4. Your responsibility and authority to instruct us

You confirm that:

• you are the owner of the Vehicle, or you have the owner’s authority to instruct us,
• you have told us about any known faults, warning lights, modifications, immobilisers, locking wheel nuts, or anything else relevant to the Work.

5. Estimates, diagnosis and authorisation

Any estimate is provisional. It is based on what can be seen and reasonably assessed without dismantling.

Sometimes additional faults are only found once we start diagnosis or dismantle parts. If further Work is required, we will contact you with an updated estimate and we will only proceed once you have authorised it. We will usually contact you by phone, text, or email.

If we cannot reach you, we will pause the Work and the Vehicle may remain off the road until we have your instructions.

A charge may be made for an estimate and/or diagnosis.

We reserve the right to charge for dismantling and reassembly where it is required to investigate a fault or prepare a quotation, particularly if the quotation is not accepted.

6. Parts, old parts and disposal

Unless agreed otherwise, we may use parts that are:

• original equipment (OE),
• OE-equivalent.

If you want old parts returned, please tell us before the Work starts.
Otherwise, old parts may be disposed of in line with our waste and environmental processes.

7. Timeframes and delays

Any completion time or collection time we give you is an estimate.
Delays can happen due to parts availability, specialist services, diagnostic findings, or circumstances outside our control. We will keep you updated.

8. MOT testing

If we carry out an MOT, it is completed in line with DVSA rules and testing requirements.
MOT outcomes are based on what is present during the test. If the Vehicle does not pass, we will explain the result in plain English and help you decide what you would like to do next.

9. Warranty and returns

Warranty cover: The parts and labour itemised on your invoice are guaranteed free from defect for 12 months or 12,000 miles (whichever comes first), unless otherwise stated.

Exclusions: This warranty excludes damage or faults caused by:

• customer or third-party interference,
• routine wear and tear,
• negligence, misuse, or accidental damage,
• failure to follow reasonable advice given (including warning lights or continued use after a fault is identified).

How to make a claim: If you believe there is a warranty issue, you must notify us promptly and allow us the opportunity to inspect the Vehicle and assess the defect.
Where applicable, the defect may be rectified by us at no cost, provided the exclusions do not apply.

Manufacturer warranties may apply to certain parts. We will support you with the process where we can.
Your statutory rights are not affected.

10. Prices, VAT and payment

All Work must be paid for in full upon collection, unless credit terms have been agreed in writing in advance.
Prices are inclusive of VAT unless stated otherwise.

Payment can be made by debit or credit card, bank transfer (BACS), or via our interest-free payment option (Ts and Cs apply). We do not accept cash or cheques.

Goods and parts fitted to your Vehicle remain our property until paid for in full.
We may retain the Vehicle until the account is paid in full, unless alternative arrangements have been agreed.

11. Cancellation

If you cancel a booking, please tell us as soon as possible.

If we have ordered parts specifically for your Vehicle or started Work, we may charge for:

• parts ordered (if non-returnable or subject to restocking fees),
• and any work already completed, including diagnosis/dismantling.

12. Storage charges

If a Vehicle is not collected within a reasonable time after we notify you it is ready, we may charge a reasonable daily storage fee. We will tell you the rate before storage charges start wherever possible.

We may also charge storage where a Vehicle is left with us and the Work has not been authorised, or where we are waiting for your instructions and cannot progress the Work.

13. Uncollected vehicles

If a Vehicle is not collected, we will contact you and agree a reasonable plan for collection. If we cannot reach you, or if the Vehicle remains uncollected for an extended period, we may need to take further steps under the Torts (Interference with Goods) Act 1977. This is a last resort, and we would always try to resolve matters with you first.

If a Vehicle is sold under the Act, it will be sold in good faith for a reasonable market price. We will deduct any outstanding invoice amount and any reasonable costs connected with storage and sale. Any remaining balance will be returned to the registered keeper/owner.

14. Liability and care of your Vehicle

We will take all reasonable care of the Vehicle while it is in our custody.

This does not extend to personal belongings or business property left in the Vehicle. We accept no liability for these items.
Please remove valuables before dropping the Vehicle off.

If the Vehicle is left outside our premises by agreement with, or upon instruction from, you, any risk of loss or damage is your responsibility.

We are not responsible for:

• pre-existing faults or damage,
• faults that arise due to age, wear, corrosion, or previous repairs.

Where we are liable, our liability is limited to direct losses that are reasonably foreseeable and caused by our negligence or breach of contract.
We are not liable for indirect or consequential losses, such as loss of earnings, loss of business, or loss of use of the Vehicle.

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under law.

15. Health and safety on our site

For everyone’s safety, customers must follow staff instructions while on our premises.
Customers are not permitted in workshop areas unless accompanied and authorised by a member of staff.

16. Wheel nut torque check

Where Work has involved the loosening or removal of any wheel(s), we strongly recommend wheel nuts are checked after approximately 50 miles to confirm correct torque.
If you are uncertain, please contact us and we will advise.

17. Data protection

We have a separate policy for data protection and privacy, which sets out how we handle personal data.

18. Governing law

These Terms are governed by the laws of England and Wales. Any disputes will be dealt with by the courts of England and Wales.

19. Changes to these Terms

We may update these Terms from time to time. The version in force at the time of booking/authorisation will apply to that Work.