Terms & Conditions

We aim for all our repairs to be unnoticeable to anyone oblivious of the original damage. Unlike a body shop where a repair is done in a machine-controlled environment, our repairs are done outside and thus we are limited to outside conditions. In addition, we tend to ´localise´ the damaged area instead of painting the whole panel, thus we aim for the repair to be approximately 95% of its original condition. However this may not apply to all repairs, as it depends on the colour and/or the extent of the damage (in particular, there may be slight shade variations with silver, gold, metallic blue or beige colours). The only way to get a ´perfect´ repair is to take it to a top-end body shop where the price can be as much as three-fold for a similar repair.

All of our repairs are carried out in natural daylight. As a result, there may be a slight change in colour when scrutinised under unnatural lighting such as halogen or street lighting. Furthermore, this may be more apparent in pearlescent colours due to its reflective properties.

We only paint the panel/s that have been damaged. However if the adjacent panels need to painted for a better colour match, there will be extra cost involved if the customer wishes to proceed with this.

Lease repairs - even though we do a number of lease return repairs, we cannot guarantee that our repair would pass the lease inspection. The inspectors are trained individuals who are skilled in pointing out after-market repairs. As such, we will not take liability if any further charges are incurred from the lease company.

In case of rain falling on your car after repair, there may be the appearance of white marks which we call ´water marks´. These should disappear over a few days. If they persist, you can apply car polish to remove these marks.

Due to our experience in the SMART repair field, we can give quotes by phone, WhatsApp or email if we cannot give a quote in person. During the repair, if it appears that more extensive work is required, we will obtain the customer’s permission to carry out the work at a negotiated price. It is the duty of the customer to advise us if any previous repairs have been carried out on the areas we will be repairing. If it appears that there has been a previous repair without our knowledge, the guarantee may be void.

We offer a two-year guarantee on all our work, except rust damage or touch-in repairs. If at any time a claim is made on the guarantee, we will come to you and re-do the repair, or offer a refund if we are not able to offer a rectification. If for whatever reason you decide to take the car to a third party to rectify a repair, we will not be liable to any cost higher than the invoiced price of the repair. ´Touch-ins´ and ´polishing´ will be on an ´improve only´ basis, and no guarantee is offered on such a repair. The guarantee is not transferable in any way; this includes sale of the vehicle.

AutoScratch will not be held liable for any consequential loss incurred as the result of a repair. It is required that the customer should keep the invoice as proof that the work was carried out. A claim on the guarantee will not be considered without the invoice. If at any time you wish to make a claim on the guarantee, send an email with a scanned copy of the invoice and pictures of the work that requires rectification to info@autoscratch.co.uk.

If you wish to cancel the appointment after booking the the repair we require at least 48 hours notice. Failure do do so will incur a cancellation fee of £50. If we arrive at the job and you decide not to have the repair done for whatever reason (for example the information you provided did not convey the full extent of the damage. Or you were not aware of our processes or requirements as stated on our terms and conditions) there will be a call out fee of £50.

Unless agreed in advance, we collect payment upon completion of the work.

We advise not to wash the car with soap and water for 4 days after the repair. It will take up to 3-4 weeks for the paint to fully set, so we strongly against using polishes or waxes within this period, as well as harsh cleaning methods and cleaning acids. Any claim on the above may not be covered within our guarantee.

Please ensure the car is clean prior to our visit. In particular, if we are carrying out alloy wheel repairs, please ensure the wheels are clean and free of brake dust. If we have to clean them during the repair, we will charge 10% extra due to the time spent cleaning the alloys. Please also ensure the car is free from tyre shine/slick or any silicone-based product, as this will likely cause a chemical reaction.

At times we will refer your details to partnering companies. Any business conducted in this case will be between the customer and that particular company, not AutoScratch.