Terms And Conditions
- NRP Autocentre is accredited to The Motor Ombudsman Service Repair Code, a Chartered Trading
Standards Institute (CTSI)-approved Code of Practice.
1. ABOUT THESE TERMS
1.1 These Booking Terms and Conditions ("Terms") apply to all bookings, inspections, diagnostics, servicing, repairs, maintenance, MOT-related repair work and related services provided by NRP Autocentre ("we", "us" or the "Garage") to a customer ("you" or the "Customer").
1.2 By making a booking, leaving a vehicle with us, or authorising work to commence, you agree to these Terms.
1.3 By instructing NRP Autocentre to inspect, diagnose, service, repair, maintain or carry out any other work on your vehicle, you confirm that you have been provided with, or have had the opportunity to read, these Terms and Conditions and agree to be bound by them. This applies whether your instruction is given verbally, in writing, by telephone, email, text message, electronically, online or by any other agreed method. Your agreement to these Terms is subject to your statutory rights under applicable law.
1.4 These Terms are intended to operate alongside, and not replace, your statutory rights under applicable law.
1.5 Nothing in these Terms is intended to exclude or restrict any liability or consumer right that cannot lawfully be excluded or restricted.
1.6 Where you are acting for business purposes rather than as a consumer, different legal rights may apply. Nothing in these Terms removes any rights or obligations that apply by law.
2. MAKING A BOOKING
2.1 Bookings may be made by telephone, email, online booking system, text message, in person or through any other booking method we make available.
2.2 A booking is not confirmed until we have accepted it and, where applicable, provided you with a booking confirmation.
2.3 Appointment and completion times are estimates unless we have expressly agreed a specific completion time or date.
2.4 We will make reasonable efforts to meet agreed or estimated completion times. Times may change because of unforeseen mechanical faults, additional repairs, parts availability, supplier delays or other circumstances outside our reasonable control.
2.5 We will notify you as soon as reasonably practicable where a significant delay or change to the expected completion time becomes apparent.
2.6 You must provide accurate information about the vehicle and the work requested, including the vehicle registration, make and model and, where requested, details of known faults, warning lights or symptoms.
2.7 You must tell us before work begins about any relevant modifications, previous repairs, known defects, tuning, remapping, aftermarket equipment, non-standard components or other circumstances that may affect the vehicle or the work.
2.8 You should tell us about any special requirements at the time of booking, including any required completion date or collection arrangements. We will confirm whether these can be accommodated and whether they may affect the cost or timescale.
3. VEHICLE DROP-OFF AND COLLECTION
3.1 You must ensure that the vehicle is delivered to us at the agreed time unless otherwise agreed.
3.2 You are responsible for removing personal possessions, valuables and important documents from the vehicle before leaving it with us.
3.3 We will take reasonable care of vehicles while they are in our possession.
3.4 We are not responsible for loss or damage to personal possessions left in the vehicle except where liability cannot lawfully be excluded or where the loss or damage results from our negligence or breach of contract.
3.5 We may record the vehicle's condition, mileage, fuel level and visible damage when it is delivered to us. Photographs may be taken where appropriate.
3.6 You must collect the vehicle promptly once we notify you that the work is complete or that the vehicle is ready for collection.
3.7 If the vehicle is not collected within 7 days after we have notified you that it is ready for collection, we may charge a reasonable fee of £10 per day.
3.8 Any charge will be communicated to you where reasonably practicable and will be applied fairly and reasonably, considering the circumstances.
3.9 These charges will not be used to prevent you exercising any statutory rights you may have.
3.10 If a vehicle remains uncollected for an extended period despite reasonable attempts to contact you, we may take further lawful steps to recover sums due and/or deal with the vehicle. Any such action will be subject to applicable law.
3.11 We will not treat an uncollected vehicle as automatically becoming our property.
4. INSPECTION AND DIAGNOSIS
4.1 Where appropriate, we may carry out an inspection or diagnostic assessment before recommending repairs.
4.2 Diagnostic work may incur a charge even if you decide not to proceed with any subsequent repair, provided the charge has been disclosed before the diagnostic work is authorised.
4.3 A diagnostic assessment is an investigation based on the information and symptoms available at the time. It does not necessarily identify every existing, intermittent or potential fault in the vehicle.
4.4 Modern vehicles can have multiple faults or systems which interact with one another. Identifying one fault does not necessarily mean that all symptoms or warning lights will be caused by that fault.
4.5 Additional faults may become apparent once components are removed, further testing is undertaken, the vehicle is driven or operated, or an initial repair has been completed.
4.6 If further investigation, dismantling or specialist testing is required beyond the originally authorised diagnostic work and this will involve additional cost, we will normally obtain your authorisation before proceeding.
4.7 Where you authorise diagnostic or dismantling work, you remain responsible for the cost of the work actually carried out, even if you subsequently decide not to proceed with the recommended repair.
5. ESTIMATES
5.1 Where possible, we will provide an estimate before carrying out chargeable work.
5.2 An estimate is an indication of the likely cost of the specified work. It is not a fixed price and may change where additional faults, parts or labour are identified.
5.3 Where an estimate is provided, we will make reasonable efforts to keep the final cost within the estimated amount.
5.4 If we identify additional work that is likely to increase the cost beyond the estimate, we will normally contact you and obtain your authorisation before carrying out the additional chargeable work.
5.5 Additional work may include additional parts, labour, diagnostic time, dismantling or specialist testing.
5.6 Your authorisation may be given verbally, by telephone, text message, email, electronically, in writing or by another agreed method.
5.7 Where reasonably practicable, we will keep a record of the authorisation for additional work.
5.8 If you decline additional work, we will explain, where appropriate, the consequences of not carrying out that work.
5.9 If you cannot be contacted, we will normally stop before carrying out additional chargeable work unless immediate action is reasonably necessary to prevent significant further damage, protect the vehicle or address a safety issue and it is not reasonably practicable to obtain your authorisation first.
5.10 Where immediate action is reasonably necessary in these circumstances, we will limit the work to what is reasonably necessary and will inform you as soon as reasonably practicable.
5.11 Nothing in this section permits us to charge for work that was not authorised where authorisation was reasonably required.
6. AUTHORISATION OF REPAIRS
6.1 You authorise us to carry out the work expressly agreed with you.
6.2 Authorisation may be provided verbally, electronically, in writing, by email, text message, online system or by another agreed method.
6.3 By authorising repairs, you confirm that you are the vehicle owner or are authorised by the owner to instruct us to carry out the work.
6.4 We may require proof of ownership or authority before carrying out certain work or releasing a vehicle.
6.5 If you instruct us to carry out work against our recommendation, we may require written confirmation of your instructions.
6.6 We may decline work that we reasonably consider unsafe, unlawful, technically unsuitable or outside our equipment, expertise or capabilities.
6.7 We will not normally carry out additional chargeable work without obtaining your authorisation in accordance with
7. ADDITIONAL REPAIRS AND DECLINED WORK
7.1 During an inspection, diagnostic assessment, service or repair, we may identify additional faults or worn components.
7.2 We will explain significant additional work and, where reasonably practicable, its likely cost before proceeding.
7.3 If you decline recommended repairs, we may ask you to acknowledge that the work has been declined.
7.4 Where we consider a vehicle unsafe or potentially unlawful to operate, we will advise you accordingly.
7.5 If you decline work which we reasonably consider necessary to make the vehicle safe or road legal, we may decline to carry out further work or may advise that the vehicle should not be driven until the relevant issue has been rectified.
8. PARTS AND COMPONENTS
8.1 Depending on the work required and the agreement with you, we may use genuine manufacturer parts, original equipment manufacturer (OEM) parts, aftermarket parts, reconditioned parts or used parts.
8.2 Where the type, brand, quality or specification of a part is important to you, you should tell us before work begins.
8.3 Parts supplied specifically for your vehicle may be subject to supplier availability and lead times.
8.4 If a particular part becomes unavailable, discontinued or subject to an unexpected delay, we may propose a suitable alternative for your approval.
8.5 Where a particular part has been agreed or specified, we will not knowingly substitute it with a materially different part without your agreement, except where an equivalent alternative has been agreed.
8.6 Removed parts may be retained for examination, supplier or warranty purposes.
8.7 If you wish to retain replaced parts, you must request this before or when the work is authorised. Some parts may not be available for return because of warranty, exchange or environmental disposal requirements.
9. CUSTOMER-SUPPLIED PARTS
9.1 We may, at our discretion, agree to fit parts supplied by you.
9.2 We may refuse customer-supplied parts if we reasonably consider them unsuitable, unsafe, incorrect, damaged, incompatible or otherwise inappropriate for the vehicle.
9.3 You are responsible for ensuring that customer-supplied parts are suitable for the vehicle unless we have expressly agreed otherwise.
9.4 Labour charges will still apply where a customer-supplied part is faulty, incorrect, incompatible or fails prematurely.
9.5 Unless expressly agreed otherwise, we do not provide a manufacturer's or parts warranty for a part supplied by you.
9.6 Our responsibility for workmanship is separate from any warranty provided by the manufacturer or supplier of a customer-supplied part.
9.7 If fitting a customer-supplied part causes additional labour, diagnostic or other costs, those costs may be chargeable where reasonably incurred and authorised where required.
9.8 If a customer-supplied part causes damage to the vehicle or other components, we will not be responsible for the consequences of that part except to the extent that the issue results from our failure to exercise reasonable care and skill.
10. SPECIALIST, PERFORMANCE AND MODIFIED VEHICLES
10.1 You must inform us of any significant modifications, tuning, remapping, aftermarket equipment, non-standard wiring or non-standard components fitted to the vehicle.
10.2 You must tell us if any emissions-control, safety or other manufacturer equipment has been modified, removed, disabled or altered.
10.3 We may decline to work on a modified or specialist vehicle where we reasonably consider that the modification creates an unreasonable risk, prevents us from carrying out the work properly or means the requested work would be unsafe or unlawful.
10.4 We are not responsible for faults or damage caused by modifications, tuning or components that were not supplied or fitted by us, except where liability cannot lawfully be excluded.
10.5 Where a modification affects the vehicle's operation or the work being carried out, we may advise you that further investigation or specialist work is required.
11. ROAD TESTING
11.1 Where reasonably necessary to diagnose a fault, verify a repair, carry out a service or assess the vehicle, we may road-test the vehicle.
11.2 Road testing will be limited to what we reasonably consider necessary for the work.
11.3 You must tell us if you know or believe that the vehicle is unsafe, uninsured or not legally permitted to be driven on public roads.
11.4 Where we reasonably consider that a vehicle is unsafe or unlawful to drive, we may decline to road-test it and may recommend recovery or other appropriate arrangements.
12. MOT AND SAFETY
12.1 An MOT test and repair work are separate services unless expressly agreed otherwise.
12.2 Passing an MOT does not guarantee that a vehicle is free from faults or that it will remain mechanically sound or roadworthy after the test.
12.3 An MOT is a test against the applicable statutory testing requirements at the time of the test and is not a comprehensive mechanical inspection.
12.4 If we identify safety-critical defects, we will advise you accordingly.
12.5 Repairs identified during an MOT will not normally be carried out without your authorisation.
12.6 You remain responsible for ensuring that the vehicle is legally and safely operated.
13. PAYMENT, DEPOSITS AND INVOICES
13.1 Unless otherwise agreed, payment is due when the vehicle is collected.
13.2 We accept payment by CARD / CASH / BANK TRANSFER / KLANA & PAYPAL.
13.3 We may require a deposit or advance payment where parts are being ordered specifically for your vehicle and are non-returnable or likely to result in a cost to us if the job is cancelled, where substantial costs are expected to be incurred before completion, or where another reasonable and clearly explained basis for the deposit applies.
13.4 Any deposit requirement will be explained to you before you agree to the work.
13.5 Unless otherwise agreed, a deposit will be applied against the final invoice.
13.6 Where you cancel or do not proceed with authorised work, any amount retained from a deposit will be reasonable and reflect costs actually incurred or losses reasonably arising, subject to applicable law.
13.7 Invoices will identify the work carried out and, where reasonably practicable, the parts and labour charged.
13.8 If additional work has been authorised, the invoice may include the authorised additional work.
13.9 If payment is not made when due, we may take lawful steps to recover sums due and may exercise any lawful right to retain possession of the vehicle.
13.10 We may charge reasonable storage or administration costs where applicable, provided the charges have a proper basis and are permitted by law.
14. WARRANTY ON OUR WORK
14.1 Unless otherwise stated on the invoice, we provide a warranty on qualifying repair labour and parts for 12 months or 10,000 miles, whichever occurs first.
14.2 The applicable warranty period will be stated on the invoice where it differs from the standard warranty.
14.3 Our warranty is provided in addition to your statutory rights and does not replace or reduce those rights.
14.4 Warranty claims are subject to reasonable inspection by us so that we can establish the cause of the problem.
14.5 The warranty does not normally cover:
normal wear and tear;
damage caused by misuse, neglect or accident;
continued use of a vehicle after a fault becomes apparent where that use causes or contributes to further damage;
unrelated faults;
modifications, tuning or repairs carried out by another person after our work;
customer-supplied parts, unless expressly agreed otherwise;
consumables or components normally expected to require replacement as part of normal maintenance; or
faults or damage caused by circumstances outside our reasonable control.
14.6 The exclusions in this section do not apply where they would remove liability that cannot lawfully be excluded.
14.7 If you believe that a repair has failed during the warranty period, you should contact us as soon as reasonably practicable and, where appropriate, stop using the vehicle to prevent further damage.
14.8 We should normally be given a reasonable opportunity to inspect and, where appropriate, rectify a problem before another garage is instructed to carry out remedial work, unless circumstances make this impracticable or urgent action is reasonably necessary.
14.9 Where a warranty repair is accepted, warranty work should normally be carried out by us unless otherwise agreed.
15. THIRD-PARTY WARRANTIES
15.1 Certain parts or components may be covered by a manufacturer's or supplier's warranty.
15.2 Where applicable, we may assist with a warranty claim, but the final decision regarding a manufacturer's or supplier's warranty rests with the relevant provider.
15.3 A third-party warranty may have its own terms, exclusions and procedures.
15.4 Nothing in this section affects your statutory rights against us where we have failed to provide the service with reasonable care and skill.
16. VEHICLE CONDITION AND EXISTING FAULTS
16.1 We will take reasonable care of vehicles while they are in our possession.
16.2 We may record the vehicle's condition, mileage, fuel level and visible damage when it is delivered to us.
16.3 You should notify us of existing damage or particular concerns when dropping off the vehicle.
16.4 We are not responsible for pre-existing damage, mechanical failure or deterioration that was not caused by our negligence, breach of contract or failure to exercise reasonable care and skill.
16.5 A repair to one component or system does not necessarily repair unrelated faults or symptoms elsewhere on the vehicle.
16.6 Where an existing fault is likely to affect the work being carried out, we will advise you where reasonably practicable.
16.7 Where a fault is intermittent or cannot be reproduced during inspection or testing, we will explain this where reasonably practicable.
17. CANCELLATION AND MISSED APPOINTMENTS
17.1 If you need to cancel or rearrange an appointment, please provide as much notice as reasonably possible.
17.2 We may charge a reasonable cancellation or non-attendance fee of £42 where you fail to attend a confirmed appointment, cancel with less than 24 hours' notice, or we have ordered non-returnable parts specifically for your vehicle at your request or following your authorisation.
17.3 Any cancellation charge will be reasonable and will reflect costs actually incurred or losses reasonably arising from the cancellation.
17.4 We will not impose a cancellation charge that is disproportionate or otherwise unfair.
17.5 Where consumer cancellation rights apply to a booking made at a distance or off-premises, those rights will apply as required by law.
17.6 Where a customer cancels work after work has already commenced, charges may apply for work properly authorised and actually carried out up to the point of cancellation.
18. DELAYS AND UNFORESEEN CIRCUMSTANCES
18.1 We will make reasonable efforts to meet agreed completion dates and times.
NRP Autocentre – Booking Terms & Conditions
18.2 We will not be responsible for delays caused by circumstances genuinely outside our reasonable control, including supplier delays, unavailable parts, industrial action, extreme weather, accidents, power failures or other unforeseen events.
18.3 Where a delay is significant, we will endeavour to inform you and provide an updated estimated completion date.
18.4 If a significant delay means that the agreed service can no longer reasonably be provided as agreed, we will discuss the available options with you.
19. CUSTOMER INSTRUCTIONS, SAFETY AND ROADWORTHINESS
19.1 If you instruct us not to carry out work that we reasonably consider necessary for safety or proper operation, we may decline to carry out further work or may advise you not to use the vehicle until the relevant issue has been rectified.
19.2 We may refuse to carry out work where doing so would, in our reasonable opinion, create a significant safety risk, involve unlawful activity, or require equipment or expertise that we do not possess.
19.3 If you instruct us to carry out work contrary to our recommendation, we may ask you to confirm your instructions in writing.
19.4 We will not knowingly carry out work which would make a vehicle unsafe or unlawful.
19.5 Where we reasonably believe a vehicle is unsafe to drive, we will advise you and may recommend recovery rather than driving the vehicle.
20. LIABILITY AND STATUTORY RIGHTS
20.1 Nothing in these Terms excludes or limits liability where doing so would be unlawful.
20.2 We will provide our services with reasonable care and skill as required by applicable law.
20.3 We are not responsible for loss or damage that was not caused by our breach of contract, negligence or failure to exercise reasonable care and skill.
20.4 Where permitted by law, we are not responsible for losses which were not reasonably foreseeable at the time the contract was made.
20.5 We are not responsible for faults, damage or costs caused by inaccurate or incomplete information supplied by you, including information about previous repairs, modifications or known faults, where that information materially affects the work.
20.6 Nothing in this section limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability which cannot lawfully be excluded or restricted.
21. COMPLAINTS
21.1 If you are dissatisfied with our service, the work carried out, the handling of your vehicle or any other aspect of your dealings with us, please contact us as soon as possible.
21.2 We will try to resolve complaints promptly, fairly and reasonably.
21.3 Where appropriate, we may ask to inspect the vehicle before agreeing to remedial work.
21.4 You should give us a reasonable opportunity to investigate and, where appropriate, rectify a problem before arranging for another garage to carry out remedial work, unless circumstances make this impracticable or urgent action is reasonably necessary.
21.5 Formal complaints should preferably be made in writing by email or post and should include your name and contact details, vehicle registration, invoice or job number where available, details of the complaint and the outcome you are seeking.
21.6 We will acknowledge formal complaints within 10 working days where reasonably practicable and will aim to resolve complaints fairly and promptly.
21.7 In accordance with The Motor Ombudsman's Service & Repair Code, we will provide a final response within eight weeks of receiving the complaint.
22. THE MOTOR OMBUDSMAN AND ALTERNATIVE DISPUTE RESOLUTION
22.1 NRP Autocentre is accredited to The Motor Ombudsman's Service & Repair Code, a Chartered Trading Standards Institute (CTSI)-approved Code of Practice.
22.2 We are committed to complying with the requirements of the Service & Repair Code and to dealing with customers in an open, transparent, fair and professional manner.
22.3 If you have a complaint about our service, repairs, workmanship, pricing or any other matter covered by the Service & Repair Code, you should first contact NRP Autocentre and give us a reasonable opportunity to investigate and resolve the complaint.
22.4 Our complaints procedure is available on request. We will aim to acknowledge complaints within 10 working days and will endeavour to provide a fair and appropriate resolution as quickly as reasonably possible.
22.5 We have up to eight weeks from receiving a complaint to provide our final response. We may provide our final response sooner where we have completed our investigation and are able to reach a conclusion.
22.6 If your complaint remains unresolved after our final response, or if eight weeks have passed since you first raised your complaint and you have not received a final response, you may refer the dispute to The Motor Ombudsman, subject to the dispute falling within its remit and the applicable Service & Repair Code requirements.
22.7 The Motor Ombudsman's dispute resolution service is free to consumers and provides an alternative to pursuing the matter through the courts.
22.8 Further information about The Motor Ombudsman, its Service & Repair Code and its dispute resolution process is available at www.themotorombudsman.org.
22.9 Nothing in this section prevents you from exercising any statutory rights or other legal remedies available to you.
23. DATA PROTECTION
23.1 We will process personal information in accordance with applicable data protection legislation.
23.2 We may use your contact details to communicate with you about bookings, repairs, invoices, warranties, complaints and other matters relating to your vehicle.
23.3 We may retain records relating to your vehicle, including photographs, inspection reports, diagnostic information, estimates, authorisations, invoices and communications, for legitimate business, legal, warranty and dispute-resolution purposes.
23.4 Further information about how we process personal data is available in our Privacy Policy.
24. CHANGES TO THESE TERMS AND GOVERNING LAW
24.1 We may update these Terms from time to time.