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What these Terms cover. These are the Terms and Conditions on which we supply replacement glass and/or repair services to you (Services).
Why you should read these Terms. Please read these Terms carefully before you submit your order to us. These Terms tell you who we are, how we will provide services to you, how you and we may change or end the contract between us, what to do if there is a problem and other important information.
Information about us and how to contact us-
Who we are. Windscreen Fixers Ltd. Registered in England & Wales. Company No. 11670167
How to contact us. You can contact us by telephoning our customer service team on 0800 862 0574 or by emailing us at firstname.lastname@example.org
How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
Our contract with you-
By placing an order you are accepting these Terms and Conditions.
-How we will accept your order. Our acceptance of your order will take place when we confirm that an appointment has been booked for you, at which point a contract will come into existence between you and us and these Terms and Conditions will apply. If the provision of our Services is the subject of a claim on an insurance policy and, you are not the policyholder of such insurance policy, you accept and we will deem that your dealings with us are made with the full authority and consent of the policyholder
If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the Services.
Appointment booking reference. We will use your vehicle registration number to identify your booking when we accept your order. If you have a query concerning your booking, please quote your vehicle registration number to assist us in finding your booking whenever you contact us about your order.
Your rights to make changes. If you wish to make a change to the Services you have ordered please contact us immediately. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the Services, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may end the contract.
Our rights to make changes to the Services. We may at any time without notice change the Services to reflect changes in relevant laws and regulatory requirements and, to implement minor technical adjustments and/or improvements as and when required.
-Providing the Services.
When we will provide the Services. We will begin the Services on the date agreed with you during the order process (the appointment date). We will provide our Services to you by appointment within an estimated time frame at a location agreed between you and us, during the order process. We do not accept any responsibility for any loss you suffer (financial or otherwise) if we are not able to arrive at the estimated appointment time or complete the Services.
How we will provide the services weather permitting. Unless our services can be carried out under cover (e.g. inside a garage), the appointment is subject to satisfactory weather conditions (as reasonably determined by us). Please note that inclement / adverse weather conditions may result in us having to rearrange the appointment and, where we do this, we accept no liability to you for any delay in providing the services.
Appointments. Please note that we provide you with a time frame on a date in which you can expect our technician to arrive within. (These time frames will be either a morning appointment, or an afternoon appointment). We may be able to offer you a Saturday appointment within a window of 8am to 6pm, subject to confirmation of availability from the branch carrying out the Services. We will use our reasonable endeavours to notify you of any anticipated or known delay in providing the Services and, you accept that we shall not be liable to you for any loss that you may incur as a result of such delay (financial or otherwise).
We are not responsible for delays outside our control. If our supply of the Services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. You accept we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any Services you have paid for but not received.
If you do not allow us access to provide Services. If for whatever reason you do not allow us access to your vehicle to perform the Services as arranged we reserve the right to charge you an additional administrative charge at our discretion. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your vehicle we may end the contract.
What will happen if you do not give required information to us. We may need certain information from you so that we can supply the Services to you, for example, the details of your insurer. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the Services late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
Authorisation to remove damaged vehicle glass. By instructing us to carry out the services for you, you authorise us to remove your damaged vehicle glass as waste.
-Repairs and defective services
Attending your vehicle. When attending your vehicle, if our technician decides (using his sole and reasonable discretion) that a repair is possible, we will normally attempt to repair the vehicle windscreen.
Cosmetic appearance. Please note when repairing your windscreen, we do not guarantee any particular cosmetic appearance. You accept that following completion of a repair, some damage to the windscreen may still be visible. Our aim is to contain the damage and restore the original strength of the windscreen only.
If you are unhappy with the visual appearance. In the event that you are unhappy with the visual appearance of the windscreen, following its repair, you must notify us of this within 48 hours of the repair being carried out. In such circumstances, we will replace your windscreen, subject to you paying the required amount for the replacement.
We do not guarantee each stone chip repair will be successful. Please note that we do not guarantee that an attempted repair to your windscreen will be successful in every case. Through no fault of our technicians, there is a risk of a crack appearing in the windscreen during the repair process and by ordering the Services from us, you acknowledge this risk. In the event that a crack does appear in the windscreen during the repair process, you may ask us to replace the windscreen for you. If we agree to do this, you will have to pay us an additional amount. We will notify you verbally of that additional charge before the replacement windscreen is fitted. If we are carrying out the Service through an insurance claim we will deduct any excess that you have already paid to us for the repair of the windscreen from this amount.
What to do if the windscreen cracks after a repair is carried out. In the event that we repair your windscreen and it subsequently cracks within 30 days of us carrying out the repair, you may contact us to replace the windscreen for you. Where we agree to do this, you must pay us for the replacement (as the price is notified to you) and if the Service is provided through an insurance claim we will deduct any excess that you have already paid to us for the repair of the windscreen from this amount. If the windscreen cracks or you notify us of the cracked windscreen following the expiry of this 30 day period and, you make a request for the windscreen to be replaced, you must pay us the full amount for the replacement (in accordance with the price notified to you). For the avoidance of doubt, in relation to Services provided via an insurance claim we will not deduct any excess you have already paid for the repair of the windscreen from any such amount. If you have the windscreen replaced by another organisation you will not be entitled to the refund of the excess you have paid.
Damage to your vehicle that is not visible. Please note that where a windscreen becomes damaged, it may cause damage to other parts of your vehicle, Such damage may not be visible or known to us at the time of carrying out the Services and, we will not be responsible for or, accept any liability for carrying out such repairs or the re-setting of technical equipment (e.g. rain sensors). We extend this to door glasses that are broken and may have caused damage to motors and mechanisms.
Damage to your vehicle that is visible. Where our technician is able to identify any damage to your vehicle, at the time of attending it, he will make a record of such damage before commencing the provision of Services. We do not accept liability or responsibility for any repair charges associated with the rectification of any damage that existed prior to the commencement of the Services (whether visible or not).
We cannot carry out the Services on corroded metal. We are unable to install a replacement windscreen on corroded metal. In the event that we find your vehicle to be corroded (whether in full or in part), we will not provide the Services to you. Where such corrosion is found during the course of providing the Services, we will stop work and, advise you of the options available to you.
Drive-away times. Where we replace your windscreen, you must observe the drive-away time advised by our technician to you. We will not accept any liability or responsibility for any damage to the vehicle, where the vehicle is moved prior to the recommended drive-away time.
We do not exclude our liability where we are negligent. Nothing in this Clause excludes our liability for the provision of defective services through our negligent acts and omissions. You have a duty at all times to mitigate against the cost of any repairs required and/or costs accrued as a consequence of our negligent acts or omissions. In the first instance we or our selected third party shall repair any damage caused to your vehicle by our negligent acts or omissions. If we or our selected third party is not able to carry out the repairs you are able to select who carries out the repairs. If you choose a third party to carry out the repairs, the cost of the repairs shall be met by us if you have provided a minimum of three reasonably detailed quotations and we have consented in writing to the costs prior to the repairs taking place. All repairs and costs we agree to shall be limited to the market value of the vehicle and we reserve the right to refuse any costs and repairs which we reasonably find is above the market value of the vehicle. We at our discretion will use industry guides to ascertain the market value of the vehicle.
ADAS Calibration. If your vehicle has ADAS features that rely on camera or sensor technology attached or incorporated in the windscreen it is likely that those feature(s) will need calibrating following the replacement of a windscreen. We will attempt to calibrate those features with the most up to date software available to us at the time. If we attempt to calibrate those features you will be required to read, understand and agree to our ADAS Special Conditions in addition to these Terms and Conditions prior to us carrying out the calibration. We will not be responsible for the cost of calibration completed elsewhere, if we are not able to calibrate the vehicle for whatever reason.
Remove and refit.
In the course of a vehicle glass remove and refit appointment, glass may crack or break on removal through no fault of our technician. You acknowledge that risk. If that happens, we will ask if you would like us to replace the glass. If you wish to proceed with replacement of new glass If we remove your vehicle glass to allow a repair to another part of your vehicle and refit your original vehicle glass, this will not form part of the guarantee we provide on the replacement of vehicle glass.
Obtaining information from your insurer Where you advise us to carry out the Services under your vehicle insurance policy, we will check whether we are able to do this, with the latest information provided to us by your insurer (if available to us). We will check to confirm that the Services may be paid for under any such insurance policy, however, we make no assurance to you to as the extent of your policy cover and, it is your sole responsibility to check and confirm this.
You are responsible for the charges of our Services. Please note that by instructing us to provide the Services; you accept responsibility to pay the full amount of our charges associated with the provision of such Services. If you hold insurance cover for glass, you may be able to claim a contribution towards our charges under your relevant insurance policy. If you are making a claim under your insurance policy through us, you agree to pay us any excess stated on your insurance policy and confirm that we may collect the balance of our charges from your insurer. In the event that your insurer declines to cover you under such policy, you agree to pay us in full our usual retail charge applicable to the Services that we have performed.
-Your rights to end the contract
You can end your contract with us in the following circumstances
If you want to end the contract because of something we have done or have told you we are going to do.
If you have just changed your mind about the services, you may be able to get a refund if you are within the fourteen day cooling-off period, but this may be subject to deductions;
In all other cases (if we are not at fault and there is no right to change your mind), see clause, you may be able to get a refund if you are within the fourteen day cooling-off period, but this may be subject to deductions.
Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (d) below the contract will end immediately and we will refund you in full for any services which have not been provided and you may also be entitled to compensation. The reasons are:
-How to end the contract with us (including if you have changed your mind)
Windscreen Fixers Ltd
2052 Fleet House
Springhead Enterprise Park