Terms and Conditions
Auto Windscreens – Consumer Terms & Conditions for the provision of vehicle glass repair and replacement services and ADAS calibration services.
Please read these terms and conditions carefully in particular “Cancellation of our services” (section 5) and “ADAS” (section 8) below. These terms apply to the provision of 1) vehicle glass repair and replacement services and 2) ADAS calibration services. They tell you who we are, how we will provide our services to you and other important information. These terms and conditions are expressly incorporated into the contract made between Auto Windscreens and yourself and are deemed accepted by you when we confirm your booking.
1 Information about us and how to contact us
Who we are. We are Auto Windscreens. We supply vehicle glass repair and replacement services and ADAS calibration services. Auto Windscreens is a trading name of Auto Windscreens Services Limited, a company registered in England and Wales. Our company registration number is 07518924 and our registered office is at Markerstudy House, 45 Westerham Road, Bessels Green, Sevenoaks, Kent, TN13 2QB. Our registered VAT number is 107757111.
How to contact us. You can contact us by telephoning our customer service team on 0800 9995000, by writing to us at email@example.com or via web chat on www.autowindscreens.co.uk
How we may contact you. . If we have to contact you, we will do so by telephone or in writing. We will write to you by text message or by e-mail using the contact details (mobile number or e-mail address) you provided to us when booking a glass repair or replacement service on your vehicle. If your contact details change and you communicate the changes to your contact details to us, we will use your updated contact details to contact you.
Any variation to these terms and conditions including any additional orders for the services shall have no effect unless expressly agreed in writing and signed by a duly authorised representative of Auto Windscreens.
We also have the right to change these terms and conditions at any time, for example if we change our processes or if there are changes to laws or regulations, which require us to update them. The terms and conditions applying to your use of the service will be those in force at the time you book your glass repair or replacement service or ADAS calibration service.
2 Our contract with you
How we will accept your booking. When you call to book an appointment with us or make a booking online via our website, we will either:
(i) confirm your booking, at which point a contract will come into existence between us on these terms and we will text or e-mail you a confirmation, or
(ii) we will confirm why we are unable to accept your booking. This might be because:
- you do not have insurance cover for glass repair or replacement;
- your insurance company instructs us not to carry out the services under the policy;
- fraudulent activity.
3 How we provide our services to you
How we provide our services and when they will be provided to you. We will perform our services to the best of our ability and offer an appointment at a time and location agreed between you and us when you first call to book an appointment or make a booking online. If we need to carry out additional checks regarding your appointment or the services to be provided, we will contact you to arrange your appointment.
Booking glass repair or replacement or ADAS calibration services with us. You can book a glass repair or replacement service or ADAS calibration service with us by calling our customer service team on 0800 9995000 or by booking online on our website at https://www.autowindscreens.co.uk
Information required from you. We may need certain information from you so that we can supply the services to you and confirm your identity, for example, your name, your address, your date of birth, information on your vehicle and your details of your policy. Please refer to “How we may use your personal information” (section 10) below.
Where you make a claim under your insurance and we have received the relevant information via your insurer, we will advise you of the excess you are required to pay and will claim the balance of our fee from your insurer.
Where we have been unable to pre-validate your policy details in advance of providing our service to you, we will rely on the information that you have provided to us. We reserve the right to recover payment from you for services we provide in all circumstances including, without limitation, where information you or your insurer provided to us was incorrect based on your policy documents until such time your insurer settles the payment for our services (if applicable).
Where available to us we will check the latest information submitted to us by your insurer to confirm that our work may be paid for under the terms and conditions of your insurance policy. We make no assurance as to the extent of your policy cover and you acknowledge that fact.
Changes to your booking time. We reserve the right to change your appointment time for any reason and including on the day of the appointment itself where for example there is a delay receiving your vehicle’s glass or if the glass has been damaged. If we change your appointment time, we will contact you and re-arrange an appointment time with you.
Right to refuse to provide our services. We reserve the right to refuse to provide our services or arrange for a service where:
(i) You or anyone in attendance is behaving or has behaved in a threatening or abusive manner towards an Auto Windscreens employee.
(ii) You owe us money or have no immediate means to pay for the services requested.
(iii) The circumstances surrounding the vehicle for example, the location, are such that provision of the glass repair or replacement service would involve a breach of the law or there is a reasonable foreseeable health and safety risk to yourself, a third party, an Auto Windscreens employee or an agent of Auto Windscreens providing the service.
(iv) there is a potential for harm or damage to the environment.
Where you are not the owner of the vehicle. By instructing us to carry out any glass repair or replacement services or glass related work in relation to the vehicle, you warrant to us that you are authorised by the owner and registered keeper of the vehicle to do so. You agree to hold us harmless and make good any losses, cost or damages which we incur as a result of any claim against us by the owner or registered keeper of the vehicle alleging that, or resulting from the fact that, you are not authorised to instruct us to provide the glass repair or replacement service.
4 Price and Payment
Payment up front. You agree to be responsible for the full cost of our glass repair and replacement of parts on your vehicle unless you are insured for glass repair and/or replacement on your vehicle in which case you will pay the excess. In making arrangements to deliver our service to you, we incur business costs. You agree that we immediately charge (i) for or in respect of such arrangements including business costs and/or (ii) an upfront part payment in respect of the provision of our glass repair and replacement services.
Price validity. The validity of any price we quote you for our service is limited to the duration of the initial call when the offer was made. We may refuse, after the initial call, to honor a price quoted to you on the initial call where, during the initial call, you do not agree to the price quoted.
Price for parts required for your vehicle. When we quote a price for our services we make assumptions as to what parts your vehicle will require based on the information given by you during the initial call. If information given by you or your insurer is inaccurate or changes, then our price will change to take into account the amended parts required to complete the work on your vehicle. For example, we may have to replace an ancillary part, such as trims, which do not usually require to be replaced for your type of vehicle. We reserve the right to adjust our price and the amount of VAT that we charge you according to the goods we supply to you as part of our services.
What you have to pay if claiming through your insurer. We will ask you to pay, before your appointment, any excess or other portion of the insurance claim which your insurance policy obliges you to pay (including any applicable VAT), ceiling limits or other additional charges. These will be deducted from the total cost of your invoice and the balance will be sent to your insurer for payment except if any ceiling limit applies.
Ceiling limit. Some policies have a ceiling limit. This means that the insurer will only cover a certain value of the claim. Any costs above the claim are payable by the policyholder. If your policy has a ceiling limit, we will attempt to ascertain the full value payable by you before we carry out any work on your vehicle. However, this is not always possible and we reserve the right to charge you for any additional amount payable after the work has been carried out.
When you must pay and how you must pay. If you are a consumer, you must pay each invoice submitted by us, in full and in cleared funds, within 30 days of the date of the invoice, unless otherwise stated on your invoice. Where payment details have been taken from you whilst making a booking during the initial call, we will take immediate payment for the work to be carried out via debit or credit card.
If you are a business, you must pay each invoice submitted by us, in full and in cleared funds, within the timescale agreed with us and set out in your invoice.
We accept payments over the telephone or online with most major debit and credit cards with the exception of American Express. We do not accept personal cheques.
We reserve the right to invoice you for any additional materials or products we require for your vehicle.
VAT Payment. If you are VAT registered, the charges will be exclusive of VAT, which we will add to your invoice at the appropriate rate (if applicable). You agree to pay the VAT element on the glass repair and replacement services and ADAS calibration services.
When the initial appointment is booked you may have paid VAT calculated on the cost of the materials we intend to use for your vehicle. If our work on your vehicle requires additional materials or products that we did not expect to use, the price we charge and the VAT due from you may change accordingly. In this case you agree to pay all additional cost and VAT due. We agree to refund costs and VAT paid for materials initially quoted but not required.
We will pass on any changes to the rate of VAT. If the rate of VAT changes between your booking and the date we provide the services to you, we will adjust the VAT rate that you pay, unless you have already paid for the services in full before the change to the VAT rate takes effect.
Assignment. If you are making an insurance claim in respect of our service, you agree that, with immediate effect from the time we begin work on your vehicle, you assign to us your right to collect the claim proceeds, and you will take any steps necessary or reasonably beneficial, including signing any further document necessary, to prove or give practical or legal effect to such assignment.
Call-out charge. A call-out charge shall apply in addition to the charges for the glass and the glass repair and replacement services requested outside of our normal operating hours. Our call-out charges will apply Monday to Friday between 5.00 pm and 8.00 am, and from 12 pm on Saturday to 8 am on Monday.
5 Cancellation of our services
Your right to cancel our services. If you are a consumer you have a right to cancel our contract for 14 days starting from the day after the contract was formed. However, you agree that our work on your vehicle may start before the end of the usual cancellation period and you further note and agree that your cancellation rights will end when that work starts. Accordingly you may cancel your appointment, before midnight the day before, and receive a full refund of any monies that you have paid to us. You may not cancel your appointment after midnight the day before or after we have commenced such work on your vehicle. In circumstances where you attempt to cancel your appointment or require us to cease work on your vehicle after the commencement of our work, you will need to call back to arrange a new appointment as set out in the “Our contract with you” above (section 2 ).
6 Glass repairs and replacements
Visual appearance of the glass repair. The visual appearance of a glass repair depends on the nature and severity of the damage to the glass at the time of the repair and there is no guarantee that a repair will be successful. Until the repair process is undertaken the results will be pending. If you are not happy with the visual appearance of the repair we can replace your windscreen at your cost.
By agreeing to carry out a glass repair we do not guarantee that this will resolve the relevant problem, and in the absence of damage caused by our workmanship, any subsequent replacement of the repaired glass will be at your cost.
Glass cracking during a glass repair. In the course of a repair, the glass may crack beyond repair through no fault of our technicians. You acknowledge that risk. If this happens we will ask you if you would like us to replace the glass. If you wish to proceed with a replacement, “Warranty and workmanship” (section 5) of these terms will apply to that service. We will take into account any excess you may have already paid to us for the glass repair by deducting the excess you paid to us for the glass repair from the excess payable for the glass replacement.
Corrosion. We may refuse to install a replacement windscreen on corroded metal. If we find your vehicle to be corroded our technicians will stop work immediately and explain your options.
Damage to your vehicle caused by us. If we damage your vehicle or any parts of your vehicle we can arrange a repair at no cost to yourself, provided the damage to your vehicle is caused by us and does not result from or is not connected to pre-existing damage to your vehicle or parts of your vehicle that our technicians discover while providing the services, such as for example corrosion or unforeseen broken particles of glass entering into any of your vehicle mechanisms prior to us providing our services. Damage to your vehicle must be notified to us within 14 days of us providing our services. Repairs must be approved by us in advance in writing. If, without our prior written approval, you arrange a repair yourself, we reserve the right to not pay repair costs that you incur and any refund of any such costs will be at our discretion. When replacing parts to your vehicle that we have damaged, we reserve the right to use undamaged and reusable vehicle parts also known as ‘Green Parts’ on a like for like basis. Green Parts are widely recognised as an affordable and environmentally-friendly source of used parts from original equipment manufacturers (OEMs). Every green part purchase contributes to the hugely valuable recycling industry in the UK, delivering enormous benefits to wider society. Green Parts are subject to extremely strict inspections and quality standards.
Glass disposal. All damaged glass that is removed from your vehicle will be taken away by our technician and sent for disposal in line with ISO14001.
Video recording. A pre and post video recording will be taken by our technician to record any visible damage existing on your vehicle. We exclude all liability for repair of damage whether visible or not, existing before we began to work on your vehicle.
All repairs and replacement work are carried out to approximate timings.
7 Warranty and workmanship
Lifetime glass repair and replacement workmanship warranty. In addition to any statutory rights you may have, we will guarantee the quality of our workmanship in fitting the glass when undertaking a glass repair or glass replacement on your vehicle and we agree to correct, free of charge, any defect caused by our faulty workmanship provided that:
(i) The defect is reported whilst you still own the named vehicle in your policy, or continue to be the authorised driver of such vehicle; and
(ii) You arrange for the vehicle to be inspected by us as soon as reasonably practicable after discovery of any defects and you take all reasonable steps to reduce any damage that the defect may cause.
Windscreen chip repairs. Windscreen chip repairs are certified for quality to current UK MOT Standards. In the event of a windscreen chip repair failure you will, where applicable, receive a refund on any repair excess paid when we complete the subsequent windscreen replacement. You may be required to pay a replacement excess charge depending on your insurance cover.
Glass replacements. In the event of a glass replacement failure, we will replace the glass at no further cost to you.
Limits to our warranty. Please note this warranty relates to our workmanship only and does not apply to our provision of ADAS calibration services (as set out in section 8 below), defects in the glass itself or defects arising from normal wear and tear (including stone chips or accidental damage/willful damage or negligence by you or a third party or use otherwise than as recommended by us or the vehicle manufacturer). No guarantee is offered on the cosmetic appearance of repairs.
Warranty Procedure. If you would like us to repair or replace a windscreen under warranty you must contact us as set out in “Information about us and how to contact us” (section 1) of these terms. Failure to follow this procedure will invalidate your warranty.
Glass repair or replacement work carried out by a third party. We will not under this warranty pay for work carried out by a third party on your instruction unless this has been approved in advance by us in writing.
8 ADAS Calibration Services
In addition to our glass repair and replacement services, we offer ADAS calibration services on the windscreen of a vehicle fitted with ADAS after a windscreen replacement.
What is ADAS?
An increasing number of vehicles are now fitted with ADAS (Advanced Driver Assisted Systems). These highly sophisticated and complex systems are mounted on the windscreen and have been designed to support the driver experience and increase safety. Your vehicle may also have some features operating from the camera in the front grill. The ADAS features may be compromised during a glass replacement and require ADAS calibration. We will identify that your vehicle has ADAS when you notify us of your claim.
ADAS calibration services will be provided by us or, in the events set out below, by a local manufacturer approved dealership.
Where a vehicle has been fitted with ADAS which requires ADAS calibration services following a windscreen replacement then we will:
i. notify you that the vehicle has ADAS features which require calibration; and
ii. arrange an ADAS calibration appointment with you;
iii. complete a static ADAS calibration using our trained technicians at one of our sites in the United-Kingdom. Static ADAS calibration is carried out in a workshop environment on a stationary vehicle; and/or
iv. complete a dynamic ADAS calibration at a convenient location for you. Dynamic ADAS calibration requires our technicians to drive your vehicle to calibrate the ADAS features;
v. confirm, if the ADAS calibration services is provided by us, that your vehicle’s camera is calibrated at the time of the services being completed.
In the event that, following a windscreen replacement, static ADAS calibration and/or dynamic ADAS calibration are not available through us or you are unable to attend one of our sites due to distance, we will facilitate the ADAS calibration.
Our Disclaimer if ADAS calibration is not completed
In the event that your camera is not calibrated at the same time as the windscreens is replaced or an attempted calibration is not successful and requires further calibration, then neither you nor any other driver of your vehicle should rely upon the functionality of your vehicle’s ADAS Device and/or use your vehicle’s ADAS Device until it has been correctly calibrated in accordance with the relevant manufacturer’s recommendations. Failure to comply with this warning may lead to damage to property, death and/or personal injury.
Our responsibility for loss or damage suffered by you or third parties
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors, for fraud or fraudulent misrepresentation and/or for breach of your statutory rights in relation to the windscreen replacement and calibration services that we provide (these statutory rights include performing the windscreen replacement and calibration services with reasonable care and skill).
Subject to the above, we do not accept any liability whatsoever to you or any third party (whether in contract, tort, negligence or otherwise) arising from or in connection with:
- failure to ensure that your vehicle’s ADAS Device is correctly calibrated in accordance with this notice and/or your vehicle manufacturer’s recommendations;
- any use of and/or reliance upon your vehicle’s ADAS Device prior to it having been correctly calibrated in accordance with this notice and/or your manufacturer’s recommendations;
- the calibration (or attempted calibration) of your vehicle’s ADAS Device by you or any third party not authorised by us;
- the functionality and/or accuracy of your vehicle’s ADAS Device following calibration (or attempted calibration) by you or any third party not authorised by us;
- any loss or damage which is not foreseeable (loss or damage is “foreseeable” if it is either obvious that it will happen or if, at the time of us agreeing to provide windscreen replacement services, both we and you know it might happen); and/or
- in addition to the above, if you are a commercial or business user, for any indirect losses (such as loss of profit, loss of revenue, loss of business, business interruption, damage to goodwill, wasted management time and/or or loss of business opportunity).
Booking your ADAS calibration appointment. We will appoint our dedicated team to manage your ADAS calibration booking, ensuring your ADAS features are fully functional and operating as the manufacturer intended. It is critical that your ADAS is calibrated to ensure your safety.
9 Events outside of our control
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 reasonably practicable to let you know and take steps to minimise the effect of the delay such as re-arranging your appointment. Provided we do this we will not be liable for delays caused by the event. If there is a risk of substantial delay or that we may not be able to perform the services you may contact us to end the contract and receive a refund for any products you have paid for but not received.
If, due to weather conditions, it is not safe for our technician to conduct any work or the glass repair or replacement service cannot reasonably be carried out to the required standards, then we reserve the right to re-arrange your appointment. We will contact you as soon as possible to let you know and agree a new appointment time with you.
Events outside our control include but are not limited to acts of God, pandemic, outbreak of hostilities, riot, civil disturbance, acts of terrorism, fire, subsidence, explosion, flood, snow, fog or other bad weather conditions, poor condition of the vehicle or equipment or systems in the vehicle, shortage of fuel or glass or other necessary suppliers (including glass suppliers) failure of telecommunications lines or systems, default of suppliers or subcontractors, theft, malicious damage and strike.
10 Our responsibility for loss or damage suffered by you
We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
We are not liable for business losses. If you use your vehicle for any commercial or business purpose we will have no liability to you for any loss of profit, loss of revenue, loss of income, charges or expenses incurred for loss of use of your vehicle, loss of business, business interruption, damage to goodwill, wasted management time and/or loss of business opportunity.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products including the right to receive products which are:
i) as described and match information we provided to you;
ii) of satisfactory quality;
iii) fit for any particular purpose made known to us;
iv) supplied with reasonable skill and care and, where installed by us, correctly installed; and for defective products.
We are not liable for damage or loss of your property. You must ensure you remove all personal belongings and/or valuables from your vehicle prior to our technicians providing the services. We are not responsible for any theft, damage, destruction or loss of your property or belongings when providing services to you whether on our premises or at your property.
When we are liable for damage to your property. When providing our services, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property.
11 How we may use your personal information
12 Other important terms
Fraud prevention. We are committed in reducing fraud made using credit cards. We reserve our right not to accept payment from you by debit or credit card where suspect by doing so a fraud may be perpetrated against us or the registered card holder.
Complaints. If you have a complaint about our services, you can contact us by telephoning our customer service team on 0800 9995000 or by writing to us at firstname.lastname@example.org
Language offered. The only language offered by us is English.
Nobody else has any rights under this contract. This contract is between you (the legal owner of vehicle) and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, we can still require you to make the payment at a later date.
Which laws apply to this contract and where you may bring legal proceedings. These terms and conditions and any agreement entered into in connection with them, are governed by the laws of England and Wales and are subject to the non-exclusive jurisdiction of the English courts.
If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.