Crestwood Mechanics – Terms and Conditions of Service

Effective Date: 1 April 2025

These Terms and Conditions ("Terms") apply to all services provided by Crestwood Mechanics, a mobile automotive repair and roadside assistance provider. By booking any service, the customer agrees to be bound by the following:

1. Definitions

• "We"/"Us"/"Our" refers to Crestwood Mechanics and its employees or subcontracted technicians.

• "Customer"/"You"/"Your" refers to the individual or business requesting our services.

2. Bookings & Service Agreements

• All bookings must be made through official Crestwood Mechanics channels (website, phone, or email).

• A confirmed booking constitutes an agreement to these Terms and Conditions.

• We reserve the right to cancel or reschedule appointments due to operational, safety, or weather-related reasons.

3. Call-Outs and Diagnostic Fees

• A non-refundable call-out fee is applicable once a technician attends the customer’s location.

• Diagnostic services are billed for expertise and tools, not duration.

• If a job is cancelled after dispatch, the call-out fee remains payable.

4. Time Slots and Delays

• Service windows are approximate. We aim to arrive within the stated timeframe but cannot guarantee exact times due to the mobile nature of the service.

• Traffic, weather, emergencies, and prior jobs may affect arrival time. No compensation will be offered for minor delays.

5. Parts & Labour

• Parts are sourced from reputable suppliers and are fit for purpose as per manufacturer guidelines.

• Once ordered or fitted, parts are non-refundable.

• Labour charges apply based on the job scope, regardless of how long a technician is on-site.

• If work is started based on customer-provided information that is later found incorrect, additional charges may apply.

6. Warranty & Exclusions

• A limited warranty applies to new parts supplied and installed by Crestwood Mechanics, typically for 15 days unless otherwise stated.

• Warranty becomes void if:

  • Work has been started or attempted by another mechanic before our arrival.

  • The customer performs self-repairs or tampering after our visit.

  • A third party works on the same fault or part following our service.

  • Faults arise from misuse, poor maintenance, or unrelated issues.

7. No Fault Found & Incorrect Diagnosis

• If no fault is found during our inspection or the fault is intermittent and not present during diagnosis, our full call-out/diagnostic fee still applies.

• If a customer declines a diagnostic in favour of a specific repair, no refund or liability will be accepted if the repair does not resolve the issue.

8. Cancellations & Missed Appointments

• Cancellations must be made at least 24 hours in advance. Late cancellations may incur the full call-out charge.

• If the customer is not present at the agreed time/location or vehicle access is not possible, the job will be marked as failed and full fees still apply.

9. Vehicle Safety & Conditions

• We reserve the right to refuse to work on vehicles that are unsafe, heavily corroded, modified beyond factory spec, or present a health/safety hazard.

• Customers must ensure vehicles are parked legally, safely, and on a flat surface before technician arrival.

10. Roadside Work & Weather Conditions

• Some services may not be possible at roadside due to safety or technical limitations. In such cases, we will recommend recovery or workshop servicing.

• In adverse weather or lighting conditions, our technician may delay or refuse service to protect personal safety.

11. Abusive Behaviour

• We operate a zero-tolerance policy on abuse, threats, or aggression toward our staff. In such cases, the technician will leave immediately and no refund will be issued.

12. Media & Documentation

• For protection and transparency, our team may record photos or videos of the work carried out. This also forms part of your job record.

• Footage may be used internally for training or dispute resolution and will not be shared publicly without consent.

13. Environmental Disposal

• Old parts and oil are disposed of through certified waste carriers.

• We comply with UK environmental regulations in handling waste materials.

14. Refund Policy

• No refunds are given for:

  • Diagnostic visits

  • Call-outs

  • Labour performed

  • Parts ordered or fitted

• Customers who opt for specific repairs instead of diagnostics waive the right to claim if the issue is not resolved.

15. Goodwill & Customer Care

• We may offer discounts, future credit, or a free MOT as a gesture of goodwill at our discretion. These do not admit liability and are not convertible to cash.

16. Limitation of Liability

• Crestwood Mechanics is not liable for indirect loss, loss of use, inconvenience, or third-party repair costs.

• Total liability shall not exceed the original cost of services rendered.

17. Governing Law

• These terms are governed by the laws of England and Wales.

• Any disputes will be subject to the jurisdiction of the UK courts.

18. Contact Information

Crestwood Mechanics
01536 645642
info@crestwoodmechanics.co.uk
 

19. Customer Responsibilities

Customers agree to:

• Disclose any known faults or warnings before our arrival or vehicle collection.

• Ensure the vehicle is accessible, road legal (where applicable), and safe for handling.

• Not attempt to misrepresent the condition of the vehicle prior to our involvement.

20. Vehicle Collection, MOT Handling & Test Drives

• We offer a vehicle collection and return service for MOTs, diagnostics, and repairs.

• Customers must ensure the vehicle is safe, roadworthy, insured, and legally allowed to be driven at the time of collection unless agreed otherwise.

• A vehicle condition assessment and photo documentation will be completed prior to departure, including all-around exterior photos, interior condition, mileage, and alloy wheels.

• Photos will be taken again upon return of the vehicle. Any existing damage will be noted and logged at pickup.

20.1 Pre-existing Issues

• We are not liable for any mechanical or electrical failure that occurs en route to or from an MOT or test drive unless there is clear evidence the failure was caused directly by our negligence.

• If the vehicle is already in a degraded state (e.g. brakes grinding, warning lights on, overheating), and this has not been disclosed to us, we are not liable for breakdowns, further damage, or test failure.

20.2 Safety & Roadworthiness

• We reserve the right to refuse collection or test driving of any vehicle deemed unsafe or illegal to operate.

• If a vehicle becomes inoperable while under our care (e.g., during a test drive), we will contact the customer immediately, and recovery may be arranged at additional cost if necessary.

20.3 Liability Limits

• We take reasonable care of all vehicles while in our custody, including secure transport and safe driving practices.

• However, we are not responsible for new or sudden faults that occur during collection or test drive that are unrelated to our work (e.g. alternator failure, clutch wear, engine light triggering).

• We do not accept liability for tyres, brakes, clutches, or suspension failure unless directly due to improper handling or confirmed damage caused during our care.

20.4 Insurance & Risk

• Vehicles in transit are driven under our motor trade policy, and we ensure they are covered during collection and delivery.

• This does not override the customer's responsibility to maintain valid road tax, insurance, and MOT unless otherwise agreed.