Terms & Conditions
The basis on which we provide estimates, bookings, repair services, paintwork, parts supply and related services.
These Terms & Conditions set out the basis on which Refinish Limited provides estimates, bookings, repair services, paintwork, parts supply and related services.
We aim to keep our terms clear, fair and practical. They are intended to protect both you and us, while making sure expectations are understood from the outset.
1. About Us
Refinish Limited (Company No. SC342804)
Unit 7 Kings Court
9 Glen Tye Road
Broadleys Business Park
Stirling
FK7 7LH
Email: info@refinish.ltd.uk
Phone: 01786 446411
Website: www.refinishlimited.co.uk
2. What These Terms Cover
These Terms & Conditions apply to enquiries, estimates, bookings, inspections, repair work, paint and refinishing work, supplied parts, and any related services we provide.
By asking us to prepare an estimate, book work, order parts or carry out repairs, you agree that these terms will apply unless otherwise agreed in writing.
3. Estimates and Quotations
Any estimate or quotation we provide is based on the information available to us at the time, including photographs, descriptions, visible inspection, supplied documents and any assumptions reasonably made.
Estimates are usually prepared from visible damage only. Hidden damage, previous poor repairs, corrosion, seized fixings, paint mismatch issues, non-standard parts, calibration requirements or other issues may only become apparent once work has started or components are removed.
For that reason:
- an estimate is not a guarantee that no further work or parts will be needed;
- additional work may be required once the vehicle is dismantled or more closely inspected;
- if extra work is needed, we will explain the position and seek approval before continuing where reasonably possible.
Unless otherwise stated, estimates are valid for 30 days from the date issued. After that period, pricing and availability may need to be reviewed.
4. Bookings and Authorisation
A booking is not confirmed until we have agreed a suitable date with you and, where requested, any required deposit has been paid.
By booking work with us, you authorise us to:
- inspect the vehicle;
- carry out the agreed work;
- move the vehicle as reasonably necessary for repair, storage, paintwork, collection or health and safety purposes;
- road test the vehicle where reasonably necessary for diagnosis, calibration checks, quality control or completion of the repair.
Where repair authority is provided by phone, email, messaging or through a third party acting on your behalf, we may rely on that authority unless we have reason to believe it is not valid.
5. Deposits
We may ask for a deposit before confirming a booking, ordering parts, reserving workshop time or beginning certain work.
Deposits help cover administration, scheduling commitment, ordered materials and parts, and the loss of workshop time if a booking is cancelled at short notice.
Unless we agree otherwise in writing:
- deposits are credited against the final invoice;
- if no parts have been ordered and no specific costs have been incurred, we may refund all or part of a deposit at our discretion;
- where parts, materials, subcontract work or dedicated time have already been committed, we may retain an amount that reasonably reflects those costs or losses.
6. Parts and Materials
Our preferred approach is to use genuine manufacturer or OEM parts wherever reasonably available. In our experience these generally offer the best fit, finish, consistency, reliability and warranty support, and help us achieve a proper first-time repair.
Depending on the repair, availability, age of vehicle, insurer requirements, cost considerations and your instructions, we may also discuss suitable alternative parts where appropriate.
Unless specifically agreed otherwise in writing, we reserve the right to recommend and supply the parts and materials we consider appropriate for the repair.
Parts prices and availability can change without notice. If a quoted part becomes unavailable, superseded, delayed or significantly more expensive, we may need to revise the estimate and discuss the available options with you before proceeding.
Special-order, painted, fitted, non-returnable or customer-approved parts may not be refundable once ordered.
7. Customer-Supplied Parts
We strongly prefer to supply the parts used in repairs carried out by us. This helps us control quality, fitment, compatibility, warranty support and overall repair outcome.
We may, at our discretion, agree to fit parts supplied by you or by a third party chosen by you. We are under no obligation to do so, and we may refuse to fit any part that appears unsuitable, unsafe, poor quality, damaged, incomplete, counterfeit, previously fitted, of uncertain origin, or otherwise inappropriate for the repair.
Where we agree to fit customer-supplied parts:
- we do not guarantee the quality, suitability, compatibility, legality, provenance or durability of those parts;
- we are not responsible for delays caused by missing, incorrect, defective or incomplete parts;
- additional labour, diagnostic time, refitting time or other costs caused by issues with those parts may be charged in addition;
- any warranty or guarantee provided by us will normally apply only to our workmanship, and not to the customer-supplied parts themselves;
- if a customer-supplied part proves to be faulty, incorrect or unsuitable, further labour for removal, refitting, replacement, repainting, recalibration or related work will be chargeable.
Nothing in these terms excludes our responsibility to carry out our services with reasonable care and skill or affects your statutory rights. However, where a problem is caused by an inherent defect in, or the unsuitability of, a customer-supplied part rather than by our workmanship, responsibility for that part will remain with the supplier of the part and/or the customer.
8. Additional Work and Hidden Damage
Vehicle repair work often involves uncovering issues that were not visible at estimate stage. This can include hidden accident damage, previous repairs, corrosion, distorted panels, broken clips or fasteners, paint defects, wiring damage, calibration needs or related faults.
Where reasonably possible, we will contact you before proceeding with additional chargeable work. If urgent action is needed to protect the vehicle, ensure safety, prevent further damage, or avoid unnecessary delay, you authorise us to take reasonable steps and charge accordingly.
9. Manufacturer Repair Methods and Safety Systems
We carry out repairs in line with the vehicle manufacturer's published repair methods. Where these require diagnostic scans, or the checking or recalibration of driver assistance systems (ADAS) such as cameras, radar or sensors, this work forms part of the repair. Where calibration is needed, it may be carried out by an approved specialist on our behalf. We will not carry out a repair without the checks the manufacturer requires.
10. Faults Found During Diagnostic Scans
Our pre-repair scan may show faults unrelated to the damage being repaired. These are not part of the repair and we are not responsible for them. We will tell you what we find and clear fault codes where possible, but a genuine fault may return and will need to be looked at separately. If an existing fault affects a system involved in the repair, we will discuss it with you before going ahead.
11. Timescales and Delays
Any completion date or repair timescale we provide is an estimate only unless we have expressly agreed otherwise in writing.
Repair times may be affected by parts delays, hidden damage, insurer or engineer approvals, subcontractor delays, technical issues, paint curing, calibration requirements, illness, supply chain disruption or other events outside our reasonable control.
We will try to keep you informed of significant delays, but we are not responsible for indirect or consequential losses caused by delays unless the law says otherwise.
12. Paint, Colour Match and Finish
Modern paintwork repair is a skilled refinishing process and we take great care to achieve a high-quality result. However, exact colour match and finish can be affected by the age of the vehicle, weathering, previous repairs, paint fade, variant differences, manufacturing tolerances and surrounding panel condition.
Where necessary to achieve a proper visual result, blending into adjacent panels may be recommended or required. If blending is declined against our advice, we cannot guarantee that the repaired panel will visually match surrounding areas to the same standard.
Minor dust nibs, texture differences or finishing marks that fall within normal refinishing tolerances may be corrected as part of our normal quality control process.
13. Customer Responsibilities
You are responsible for ensuring that:
- the information you provide is accurate to the best of your knowledge;
- you are authorised to instruct us in relation to the vehicle;
- you tell us about any known faults, previous repairs, warning lights, insurance issues, finance interests or special requirements that may affect the work;
- the vehicle is reasonably clean and accessible where that is needed for inspection or repair;
- personal belongings, valuables and removable items are taken out of the vehicle before work begins.
We are not responsible for loss of or damage to cash, valuables or personal items left in the vehicle, unless caused by our negligence.
14. Collection, Storage and Uncollected Vehicles
Once work is complete and payment is due, the vehicle should be collected promptly unless we have agreed otherwise.
We may allow a short reasonable collection period, but if a vehicle is not collected within that time, we may charge storage at a reasonable daily rate after giving notice where appropriate.
If a vehicle is left with us for an extended period without payment, collection or communication, we reserve all rights available to us by law in relation to recovery of sums due and disposal procedures.
15. Payment Terms
Unless otherwise agreed in writing, payment is due in full on or before collection of the vehicle.
We may retain possession of the vehicle until cleared payment has been received in full for all work, parts, materials, storage and related charges properly due.
We reserve the right to charge interest and reasonable recovery costs on overdue commercial accounts. For consumer customers, we will deal with overdue sums in line with applicable law and fair debt recovery practices.
16. Insurance and Third-Party Payments
If repairs are being paid for by an insurer, claims company or third party, you remain responsible for any amount not paid by them unless we have expressly agreed otherwise in writing.
This may include policy excesses, betterment, excluded items, upgraded parts, supplementary work not authorised by the payer, storage, or charges outside the payer's approved scope.
We are not obliged to release the vehicle until all sums properly due have been paid.
17. Cancellations and Rescheduling
If you need to cancel or rearrange a booking, please give us as much notice as possible.
If you cancel at short notice, fail to attend, or withdraw after parts have been ordered or workshop time has been reserved, we may charge for costs reasonably incurred or retain an appropriate part of any deposit.
If your contract with us was made at a distance or off-premises, you may in some cases have a statutory right to cancel within 14 days. That right is subject to legal exceptions and may be affected if you ask us to begin the service within the cancellation period.
If you ask us to start work, order parts, carry out inspection or reserve workshop time within that period, you agree that you may be liable for costs properly incurred up to the point of cancellation, and that the right to cancel may be lost once the service has been fully performed.
18. Guarantees and Complaints
We stand behind the quality of our workmanship. Repairs carried out by us are covered by a transferable workmanship warranty for up to 3 years from the date of repair, transferable to any subsequent owner, including a leasing company or other party who takes ownership of the vehicle after you. This warranty transfers automatically with the vehicle and does not need to be reassigned. The exact warranty period may be shorter than 3 years where the vehicle's age, mileage or condition at the time of repair makes this appropriate, which we will confirm with you at the time.
This warranty covers genuine defects in our workmanship — for example, paint failure, cracking, or corrosion breaking through specifically at the area we repaired, where this results from a fault in how the work was carried out. It does not cover rust or corrosion reappearing at a repaired area where the affected part was repaired rather than replaced with a new part; repairing an existing part cannot fully eliminate the risk of future corrosion at that location, and this warranty does not extend to that risk.
Where alloy wheel refurbishment is arranged by us as part of a wider repair, the wheel work is carried out by a specialist wheel refurbisher on our behalf. It is covered by a 12-month guarantee on the finish from the date of repair, rather than the workmanship warranty described above. Any claim should be made to us, with your original invoice, and we will arrange inspection and any remedial work.
To make a claim, contact us with your original invoice and a description of the issue. Any remedial work under this warranty must be carried out by us, and we must be given a reasonable opportunity to inspect the vehicle and carry out that work ourselves before any further action is taken. We do not reimburse the cost of repairs carried out by another repairer, and we are not liable for any invoice for work we did not agree to and were not given a reasonable opportunity to carry out.
This warranty does not cover:
- fair wear and tear;
- stone chips, impact damage or subsequent accidents;
- corrosion or failure caused by pre-existing damage or prior poor repair not carried out by us;
- defects in customer-supplied parts;
- issues caused by misuse, neglect, lack of maintenance, close-range jet-washing, or further work carried out on the repaired area by anyone other than us;
- the mere fact that a panel can be identified as having been repaired or refinished — for example, through a paint depth reading. A professionally executed repair will often read differently to factory-applied paint when measured, and this alone is not evidence of a defect;
- subjective or aesthetic disagreements about colour or finish that are not attributable to a specific, demonstrable fault in the work.
We reserve the right to determine, following inspection, whether a reported issue is a genuine workmanship defect or falls outside the scope of this warranty for any of the reasons above. Where a genuine defect is confirmed, we will put it right at no further cost to you.
Any complaint about work we have carried out is handled through the warranty claims process described above.
19. Liability
Nothing in these terms excludes or limits liability where it would be unlawful to do so. This includes liability for death or personal injury caused by negligence, fraud, or your statutory rights as a consumer.
Subject to that, we are not liable for:
- losses that were not reasonably foreseeable;
- business losses suffered by a consumer customer;
- loss arising from inaccurate, incomplete or misleading information supplied to us;
- delays or additional costs caused by factors outside our reasonable control;
- the condition, quality or suitability of customer-supplied parts or undisclosed previous repairs.
Where the law allows, our liability for damage to property caused by our breach will be limited to the reasonable cost of putting that damage right.
20. Photographs, Records and Communications
We may take and retain photographs, notes, estimates, invoices, engineer reports, paint records, repair records and communications for job management, quality control, dispute resolution, training, audit, insurance and legal compliance purposes.
For information about how we handle personal data, please see our Privacy Policy.
21. Consumer Rights
If you are dealing with us as a consumer, nothing in these Terms & Conditions affects your statutory rights.
Where the law implies rights or protections into your contract with us, those rights will continue to apply.
22. Changes to These Terms
We may update these Terms & Conditions from time to time. The latest version will always be the version shown on this page.
23. Governing Law
These terms are governed by the law of Scotland, and the Scottish courts have jurisdiction.
24. Contact Us
If you have any questions about these Terms & Conditions, please contact:
Refinish Limited
Unit 7 Kings Court, 9 Glen Tye Road, Broadleys Business Park, Stirling, FK7 7LH
Email: info@refinish.ltd.uk
Phone: 01786 446411