Terms & Conditions of Service

1. Service Authorisation

By completing the vehicle check-in process or otherwise authorising work, you authorise us to carry out the services you have booked, together with any additional work that you subsequently approve. No additional work will be undertaken without your prior consent, except where necessary to protect vehicle safety or prevent further damage, in which case you will be informed as soon as reasonably practicable.

2. Bookings & Waiting Appointments

All bookings are non-waiting appointments unless expressly agreed in advance with reception.
If you require a waiting appointment, you must contact us prior to arrival on 01993 842345 or service@dowleys.co.uk to confirm availability.

3. Estimates & Pricing

All prices provided are estimates unless otherwise stated. Final charges may vary due to parts availability, labour time required, or additional work identified during the service or repair process.

In accordance with the Motor Ombudsman Code of Practice, you will be contacted for approval before any work is carried out that falls outside the original estimate. No such work will proceed without your authorisation.

4. Diagnosis, Suspected Faults & Diagnostic Disclaimer

Vehicle diagnosis is based on symptoms reported, visual inspections, and diagnostic testing available at the time. Fault-finding is not an exact science, particularly with modern vehicles, intermittent issues, or complex systems.

Where a fault is identified as a suspected fault, this represents a professional opinion only and does not guarantee that repair or replacement of the identified component will fully resolve the issue. Other associated, underlying, or pre-existing faults may be present and may only become apparent after further diagnostic work or once repairs commence.

By authorising diagnostic work or repairs relating to a suspected fault, you acknowledge that:

  • Additional diagnostic time may be required
  • Further faults may be identified
  • Repair costs may increase accordingly

You remain liable for all authorised labour, parts, and associated costs, even if the repair does not fully resolve the original concern, provided the work has been carried out with reasonable care and skill.

Any diagnostic service provided is for informational purposes only and does not guarantee a complete or definitive assessment. Unforeseen or hidden issues may still exist and require further inspection and repairs.

If any warning light or fault indicator is illuminated or detected during diagnosis, the vehicle must not be driven until repaired. Continued use may cause further damage, create unsafe driving conditions, or invalidate warranties.

5. Wheel alignment

Specifications are based on the vehicle being fitted with the correct wheels and tyres and having a suspension system that is in standard, roadworthy condition.

If, during the wheel alignment process, any of the following are identified:

Incorrect wheels or tyres fitted

Lowered, modified, or altered suspension

Worn, damaged, or defective suspension or steering components

the wheel alignment data may not be accurate and the final alignment results cannot be guaranteed.

Any adjustment carried out under these conditions is done at the vehicle owner’s request and responsibility.

If the wheel alignment service is cancelled after inspection or once work has commenced, a charge will apply to cover labour time already taken.

6. Vehicle Condition & Personal Property

Please remove all valuables and personal belongings from your vehicle prior to drop-off. We accept no responsibility for loss of or damage to items left inside the vehicle.

Due to the age, mileage, and condition of vehicles, components such as bolts, fixings, pipes, clips, trims, seals, and plastic parts may be seized, corroded, weakened, or brittle. Despite reasonable care being taken, such components may break or fail during removal or refitting.

7. Parts, Quality & Warranties

Parts supplied and fitted will meet industry standards and may be original manufacturer parts or equivalent-quality aftermarket parts unless otherwise specified or agreed.

Warranties on parts and labour vary depending on the manufacturer and nature of the repair. Full warranty details are available upon request. Warranty does not cover normal wear and tear, misuse, neglect, or faults unrelated to the work carried out.

8. Payment Terms

Payment is due immediately upon completion of work, unless otherwise agreed in writing.

  • Special-order or non-returnable parts must be paid for in advance
  • Jobs exceeding £1,000 require an initial parts payment before work commences
  • For long-term or ongoing repairs, staged or periodic payments may be required as work progresses

Failure to make payment may result in the vehicle being retained until settlement is made, in accordance with applicable law.

9. Loan Vehicles

Loan vehicles are available subject to availability and must be requested in advance.

  • Charge: £15.00 + VAT per day
  • Vehicles must be returned in the condition stated on the loan agreement
  • Vehicles must be returned with the same fuel level as supplied

Failure to meet these conditions may result in additional charges.

10. Wheel Removal Safety Notice

Following any road wheel removal, wheel nuts should be re-checked after approximately 30 miles of driving. Wheel nuts can settle after refitting and may loosen if not re-checked, which could result in wheel detachment.

11. Water & Coolant System Repairs

Following any coolant replacement or cooling system repair, coolant levels should be re-checked after approximately 30 miles. Failure to maintain correct coolant levels may result in engine overheating and serious engine damage.

12. Liability & Limitations

All work is carried out with reasonable care and skill. We cannot accept liability for faults or failures arising from:

  • Normal wear and tear
  • Age-related deterioration
  • Corrosion
  • Pre-existing or latent defects
  • Manufacturer defects
  • Previous third-party workmanship or parts
  • Events beyond our reasonable control

Additional defects may become apparent during or after repairs due to the vehicle’s condition. We are not responsible for delays or damage caused by such factors.

Nothing in these Terms & Conditions limits or excludes your statutory rights under the Consumer Rights Act 2015.

13. Cancellations & Rescheduling

If you need to cancel or reschedule your booking, please notify us as soon as possible. Failure to provide reasonable notice may result in cancellation or diagnostic charges.

14. Storage Charges

Any vehicle left on our premises after work has been completed, or where a dispute has arisen, will be subject to a storage charge after 48 hours, calculated from the time of completion or the start of the dispute.

15. Vehicles Under Dispute

In the event of a dispute, the customer is required to settle the invoice in full and collect the vehicle. Any dispute must then be referred to the Motor Ombudsman’s National Conciliation Service or other recognised Alternative Dispute Resolution (ADR) provider for resolution.

16. Acceptance of Terms

By completing your pre-check-in, booking, or authorising work, you confirm that you have read, understood, and agreed to these Terms & Conditions, including our pricing policies, diagnostic limitations, and payment obligations.