TERMS AND CONDITIONS OF BUSINESS
TERMS AND CONDITIONS OF BUSINESS
1. Definitions
1.1. “The Company” means Professional Retrofits Limited.
1.2. “Consumer” means an individual acting for purposes that are wholly or mainly outside that individual’s trade, business, craft, or profession.
1.3. “Business Customer” means any customer who is not a Consumer.
1.4. “Customer” means the person, sole trader, partnership, company, or other legal entity contracting with the Company.
1.5. “Goods” means all parts, components, modules, accessories, materials, and other goods supplied by the Company.
1.6. “Services” means any fitting, installation, retrofit, coding, diagnostics, repair, supply of parts, inspection, or other services provided by the Company.
1.7. “Vehicle” means the vehicle presented to the Company for inspection, diagnostics, fitting, installation, retrofit, repair, coding, or any other Services.
1.8. “Working Day” means any day other than a Saturday, Sunday, or public holiday in England.
2. Basis of Contract
2.1. These Terms apply to all contracts for Goods and/or Services supplied by the Company.
2.2. Any purchase order terms, customer standard terms, or other terms proposed by a Customer shall not apply unless expressly accepted by the Company in writing.
2.3. A contract is formed when the Company confirms a booking or order in writing, or when the Company starts work at the Customer’s request.
2.4. The Customer confirms that, before the contract is made, the Customer has had a reasonable opportunity to read these Terms.
2.5. By approving a quotation or estimate, paying a deposit, confirming a booking, or requesting the Company to proceed with work after these Terms have been made available, the Customer agrees to these Terms.
2.6. By confirming the booking or paying the deposit after these Terms have been made available, the Customer expressly requests that Professional Retrofits Limited begins work before the end of any applicable statutory cancellation period. The Customer acknowledges that charges may apply for work completed up to cancellation and that cancellation rights may end once the Services have been fully performed.
2.7. Where the Customer is a Consumer and the contract is made at a distance or off-premises, the Company will provide the pre-contract information and contract confirmation required by law on a durable medium, such as email, where required.
2.8. Nothing in these Terms affects any statutory rights of a Consumer.
3. Quotations, Estimates, Price, and VAT
3.1. An estimate is an approximation based on the information available when it is given. It is not a fixed price.
3.2. A quotation is a price for the specific work described in the quotation, based on the assumptions and information stated in it. Unless otherwise stated, a quotation is valid for 14 days.
3.3. Consumer prices are inclusive of VAT and other mandatory charges unless clearly stated otherwise and clearly identified as business-only pricing.
3.4. Prices quoted to Business Customers may be stated exclusive of VAT. VAT will be added where applicable at the rate in force on the date of invoice.
3.5. Prices shown on the Company’s website, social media, or general price lists are guides only and do not create a binding offer.
3.6. Quotations and estimates are based on the Vehicle being in standard factory condition unless the Customer has informed the Company otherwise before the quotation or booking.
3.7. If undisclosed modifications, pre-existing faults, compatibility issues, access issues, or other unexpected matters are discovered, the Company may revise the estimated price or timescale. The Company will seek the Customer’s approval before carrying out additional chargeable work where reasonably practicable.
3.8. If the Company discovers an obvious clerical or genuine pricing error before work starts, the Company may correct or withdraw the quotation. If the Customer does not accept the corrected quotation, any deposit paid for that quotation will be refunded in full.
4. Consumer Distance and Off-Premises Cancellation Rights
4.1. This section applies only where the Customer is a Consumer and the contract is a distance contract or off-premises contract under the Consumer Contracts Regulations.
4.2. In most such cases, the Consumer has a legal right to cancel within 14 days unless a legal exception applies.
4.3. If the Consumer asks the Company to begin the Services during the 14-day cancellation period, the Consumer expressly requests early performance.
4.4. If the Consumer cancels after the Services have started following such an express request, the Company may charge a proportionate amount for the Services actually supplied up to cancellation, as permitted by law.
4.5. If the Services are fully performed during the cancellation period after the Consumer’s express request and acknowledgement, the Consumer’s legal right to cancel may end.
4.6. Where Goods are genuinely made to the Consumer’s specification or are clearly personalised, the legal right to cancel may not apply.
4.7. Nothing in these Terms removes or restricts any statutory cancellation right. Where a Consumer validly exercises a legal cancellation right, the Company will only make deductions permitted by law.
5. Bookings, Deposits, and Cancellations Outside Statutory Cooling-Off Rights
5.1. The Company may require a deposit to secure workshop time, secure a booking, and/or order Goods.
5.2. A booking is not confirmed until any required deposit has been paid and the Company has confirmed the booking.
5.3. Unless otherwise agreed in writing, the following minimum notice periods apply for cancellation or rearrangement:
a. Jobs of half a day or less, including jobs up to approximately 4 hours: 48 Working Hours.
b. Full-day jobs: 7 calendar days.
c. Jobs of more than one day: 7 calendar days unless a longer notice period is agreed in writing due to the size or complexity of the booking.
5.4. If the Customer cancels or rearranges with the required notice, the deposit will usually be refunded less any reasonable direct costs already incurred and not recoverable by the Company.
5.5. If the Customer cancels or rearranges with less than the required notice, fails to attend, arrives too late for the booked work to be completed, or provides a Vehicle unsuitable for the booked work because of undisclosed matters, the Company may retain all or part of the deposit as reasonable compensation for direct loss and wasted workshop time.
5.6. The Company will take reasonable steps to reduce its losses where a booking is cancelled.
5.7. Where suppliers apply restocking charges for returned parts, the Company may deduct the actual supplier restocking charges and carriage costs from the deposit. Supplier restocking charges may be up to 20% of the value of the returned parts.
5.8. The Company may cancel or rearrange a booking where reasonably necessary.
5.9. If the Company cancels before work starts, the Company will refund any deposit and any sums paid for work not supplied, or offer an alternative appointment date.
6. Goods, Special-Order Parts, and Supplier Issues
6.1. Where the Company supplies Goods to a Consumer, the Consumer’s statutory rights in relation to those Goods are not excluded or restricted.
6.2. Some Goods are special-order or non-returnable because they are ordered specifically for a particular Vehicle, retrofit, or booking. Where this applies, the Company will inform the Customer before ordering them.
6.3. The Company will use reasonable care to check that Goods appear correct before fitting.
6.4. If the job cannot be completed because a part supplied by the Customer, or by a third party on the Customer’s behalf, is faulty, damaged, incorrect, incompatible, incomplete, or unsuitable, the Customer may need to return for a further appointment and labour and diagnostic time reasonably spent may still be chargeable.
6.5. If the issue concerns Goods supplied by the Company, the Customer’s statutory rights and any applicable warranty rights remain available.
6.6. Except as required by law, the Company is not liable for indirect or consequential losses caused solely by supplier delay, courier error, packaging error, or manufacturer defect outside the Company’s reasonable control.
7. Customer-Supplied Parts
7.1. Where the Customer asks the Company to fit customer-supplied parts, the Company accepts no responsibility for the quality, compatibility, completeness, safety, performance, durability, or warranty of those parts.
7.2. Labour and diagnostic charges remain payable for time reasonably spent if customer-supplied parts are faulty, incorrect, incomplete, damaged, or incompatible.
7.3. Any warranty provided by the Company in relation to customer-supplied parts applies only to workmanship and not to the parts themselves.
7.4. The Company may refuse to fit customer-supplied parts where they appear unsuitable, unsafe, incomplete, damaged, or incompatible.
8. Vehicle Condition, Access, and Customer Responsibilities
8.1. The Customer must inform the Company before the booking of any known faults, warning lights, accident damage, water ingress, electrical issues, previous retrofit work, previous coding, aftermarket wiring, or non-standard equipment that may affect the booked work.
8.2. The Company’s quotes and timescales are based on the Vehicle being in standard factory condition unless the Customer has informed the Company otherwise in advance.
8.3. Modifications, conversions, or additional equipment may be treated as obstructions.
8.4. Examples include roof bars, spoilers, splitters, side bars, camper conversions, carpet lining covering panels, water tanks, gas tanks, leisure batteries, aftermarket audio systems, body kits, tow bars, and non-standard wiring.
8.5. If such matters are discovered after the Vehicle arrives and they increase the time or cost of the work, the Company may charge for the additional labour, diagnostics, coding, parts, or repair work required.
8.6. The Customer must provide all keys, locking wheel nut keys, security codes, app access, software access, and any other items reasonably required to complete the work.
8.7. The Vehicle must be safe, legal, and appropriately insured when presented to the Company.
8.8. The Customer must remove personal belongings and valuables before leaving the Vehicle with the Company.
9. Diagnostics, Coding, Software, and Online Systems
9.1. Diagnostic, coding, inspection, and investigation time is chargeable whether or not a fault is identified or repair work proceeds.
9.2. Compatibility opinions are based on the Vehicle’s known specification and condition at the time.
9.3. Some work requires access to manufacturer systems, online diagnostic portals, coding platforms, licence servers, and third-party online services.
9.4. If required online access is unavailable or restricted for reasons outside the Company’s reasonable control, the job may be delayed or may not be completed on the planned date.
9.5. The Customer may be required to return for a further appointment in such cases.
9.6. Subject always to clause 15, the Company is not liable for travel costs, hotel costs, fuel costs, alternative transport, loss of earnings, or loss of use arising solely from such third-party outages or restrictions.
10. Timing, Collection, Storage, and Lien
10.1. Completion times are estimates only.
10.2. The Customer must collect the Vehicle promptly once notified that the work is complete.
10.3. If the Vehicle is not collected within 3 Working Days after notice that it is ready, the Company may charge reasonable storage fees after notice to the Customer.
10.4. The Company may retain possession of the Vehicle until all sums lawfully due have been paid.
11. Payment and Business Credit Terms
11.1. Unless otherwise agreed in writing, full payment is due immediately upon completion of the work and before the Vehicle is released.
11.2. Any agreed credit terms apply only to Business Customers and only where confirmed in writing.
11.3. For Business Customers, overdue sums may carry statutory interest and statutory debt recovery charges where applicable.
12. Complaints and Consumer Rights
12.1. Nothing in these Terms excludes or restricts any Consumer’s statutory rights.
12.2. The Company will provide Services with reasonable care and skill.
12.3. If the Customer is dissatisfied with any work, the Customer should contact the Company in writing as soon as reasonably possible.
12.4. The Customer must give the Company a reasonable opportunity to inspect and remedy any valid issue before arranging third-party repairs.
13. Voluntary Warranty
13.1. Any warranty provided by the Company is voluntary and is offered in addition to statutory rights.
13.2. Unless otherwise stated in writing:
a. OEM / genuine VW retrofit work using new OEM / genuine parts: 2 years.
b. Aftermarket products and aftermarket installations: 1 year.
c. Second-hand parts supplied by the Company: 6 months.
13.3. The Company’s warranty applies only to Company workmanship and Company-supplied parts.
13.4. Warranty claims must be made by email.
13.5. If a valid warranty claim is confirmed, the Company will carry out the relevant warranty work free of charge.
13.6. If the issue is found not to relate to the Company’s workmanship or Company-supplied parts, diagnostic and labour charges will apply at the Company’s normal rates.
13.7. Warranty work is return-to-base only unless agreed otherwise in writing.
13.8. Warranty work must normally be carried out at:
Professional Retrofits Limited
Unit 9, Station Road
Higham on the Hill
Nuneaton
CV13 6AG
13.9. The Company does not normally reimburse travel costs, fuel costs, hotel costs, alternative transport, recovery charges, or loss of earnings under the voluntary warranty unless agreed otherwise in writing.
13.10. This voluntary warranty does not affect statutory rights.
13.11. The warranty does not apply where issues are caused or contributed to by misuse, negligence, accidental damage, third-party interference, customer-supplied parts, undisclosed modifications, software updates, or coding changes carried out by third parties.
14. Data Protection and Records
14.1. The Company processes personal data for quotations, bookings, communication, invoicing, warranty handling, legal compliance, and internal business administration.
14.2. The Company’s Privacy Policy explains how personal data is processed and stored.
14.3. The Company may keep job records, diagnostic records, photographs, and videos for warranty administration, quality control, dispute resolution, insurance purposes, and internal training.
14.4. The Company does not sell customer personal data.
15. Liability
15.1. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot legally be excluded.
15.2. Nothing in these Terms excludes or limits any Consumer right or remedy that cannot lawfully be excluded.
15.3. Subject to clauses 15.1 and 15.2, the Company is not liable for losses caused by customer-supplied parts, undisclosed modifications, third-party interference, third-party coding or repairs, or matters outside the Company’s reasonable control.
15.4. Subject to clauses 15.1 and 15.2, the Company is not liable to Business Customers for indirect losses, consequential losses, loss of profit, loss of business, loss of revenue, loss of goodwill, or loss of data.
15.5. The Customer is responsible for any damage caused to the Company’s premises, tools, equipment, or property by the Customer’s negligent or deliberate acts.
16. Governing Law and Jurisdiction
16.1. These Terms and any contract between the Company and the Customer are governed by the laws of England and Wales.
16.2. The courts of England and Wales shall have jurisdiction except where a Consumer has mandatory legal rights to bring proceedings elsewhere within the United Kingdom.
Professional Retrofits Limited
Unit 9, Station Road
Higham on the Hill
Nuneaton
CV13 6AG