Terms & Conditions

TrueDrive Garage provides mobile vehicle servicing, maintenance and repair services at customers' homes, workplaces or other agreed locations.

The exact work to be undertaken will be agreed with the customer before work begins wherever reasonably possible.

We will carry out services with reasonable care and skill in accordance with applicable consumer law. UK consumer law requires services to be carried out with reasonable care and skill, within a reasonable time where no time has been agreed, and for a reasonable charge where no exact price has been agreed.

Bookings may be made through our website, telephone, email, WhatsApp, social media or another method agreed with us.

A booking is not confirmed until TrueDrive Garage has accepted the booking.

We may request information including:

Where we provide a quotation, the quoted price relates to the work and parts specifically described in that quotation.

Where we provide an estimate, the final price may vary if additional labour, parts or complications are discovered.

A quotation and an estimate are different. A quoted price is what the customer can expect to pay for the agreed work, whereas an estimate allows some flexibility. Unexpected additional costs should be explained and authorised before the extra work is performed.

A quotation may need to be revised where:

We may require payment for parts or a deposit before confirming a booking or ordering parts.

Any required deposit will be explained before payment is taken.

Deposits are not automatically non-refundable. Any refund or deduction will be handled in accordance with the customer's statutory cancellation rights.

Where a customer cancels after we have reasonably incurred costs on their behalf, for example for specially ordered parts that cannot reasonably be returned, we may seek to recover applicable losses where permitted by law.

Nothing in these terms removes any statutory cancellation or refund rights.

TrueDrive Garage will not knowingly carry out chargeable additional repairs without obtaining the customer's authorisation.

Authorisation may be given:

We may retain a record of that authorisation with the job record.

If additional work is required for safety reasons and the customer declines it, we may record the fault as an advisory on the job sheet or invoice.

Diagnostic work is charged for the time, equipment and technical expertise involved in investigating a fault.

Payment for diagnostic work does not guarantee that:

We may agree to fit parts supplied by the customer.

Where we agree to do so, the customer is responsible for ensuring the supplied part is suitable for the vehicle.

TrueDrive Garage cannot provide a parts warranty for a component that we did not supply.

We remain responsible for carrying out the fitting work with reasonable care and skill.

Additional labour caused by an incorrect, incomplete or unsuitable customer-supplied part may be chargeable where this is explained and agreed.

Parts supplied by us will be appropriate for the agreed repair based on the vehicle information available to us.

Where a manufacturer's or supplier's warranty applies, we will provide reasonable assistance with a legitimate warranty claim.

Any warranty provided by TrueDrive Garage is additional to, and does not replace, the customer's statutory consumer rights.

Where a contract is entered into at a distance, such as through our website, telephone, email or messages, or is entered into away from our business premises, the customer may have a statutory 14-day cancellation period.

Where applicable, the cancellation period generally begins when the contract is entered into.

If you request an appointment that falls within your statutory cancellation period, we may ask you to expressly request that TrueDrive Garage begins providing the service before the cancellation period ends.

If you then cancel after work has started, you may be required to pay a proportionate amount for work already performed, where permitted by law.

If the service has been fully completed during the cancellation period following your express request and the required acknowledgement, your cancellation right in relation to that completed service may end.

The normal cancellation right does not apply to the extent that a customer specifically requests a visit for the purpose of carrying out urgent repairs or maintenance.

This exemption covers the urgent work and replacement parts necessarily used to perform that work.

It does not automatically cover additional non-urgent services or other goods supplied during the visit.

Please give us as much notice as reasonably possible if you need to change or cancel an appointment.

Where a cancellation charge applies, it will only be charged where it has been communicated beforehand and is reasonable in the circumstances.

Nothing in this section limits statutory cancellation rights.

The customer must provide reasonable access to the vehicle at the agreed appointment time.

The vehicle should, where reasonably possible, be located somewhere that allows the requested work to be performed safely.

The customer must tell us beforehand about any relevant access restrictions, parking restrictions or known hazards.

We may refuse or stop work where we reasonably believe the location or conditions make the work unsafe.

Where we cannot safely perform the work, we will explain this to the customer.

As a mobile service, some work may be affected by severe weather, insufficient lighting, unsafe ground conditions or other circumstances outside our reasonable control.

Where a job cannot safely or reasonably be completed, we may arrange another appointment.

Where reasonably necessary for diagnosis, repair or verification of completed work, we may ask for permission to move or road-test the vehicle.

Any road test will only be undertaken where appropriate insurance arrangements permit us to do so.

We may take photographs before, during and after work for job-record and evidential purposes.

Such information will be handled in accordance with our Privacy Policy.

Unless otherwise agreed in writing, payment is due when the work is completed.

Payment may be accepted using the payment methods offered by TrueDrive Garage.

An invoice will be provided showing the work performed and amount payable.

The customer should raise any question regarding an invoice as soon as reasonably possible.

Appointment times and completion estimates are given in good faith.

Occasionally delays may occur because of:

During servicing or repair we may identify faults unrelated to the work originally requested.

Where appropriate, these may be recorded as advisories.

If we discover a fault that we reasonably believe presents a safety concern, we will notify the customer.

The customer remains responsible for deciding whether to authorise further work, subject to any legal restrictions concerning the safe use of the vehicle.

If you are unhappy with our work, please contact us as soon as reasonably possible so that we can investigate.

Contact: [email protected]

Where appropriate, we may ask for an opportunity to inspect the vehicle before another repairer alters the work complained about.

This does not affect your statutory consumer rights.

Nothing in these Terms & Conditions is intended to exclude or restrict any rights that cannot legally be excluded.

Services supplied to consumers must be carried out with reasonable care and skill, and unfair contractual terms cannot be used to remove those statutory rights.

We may update these Terms & Conditions from time to time.

The version applying to a particular booking will normally be the version provided or made available when the booking is made.