14. Unforeseen Complications

14.1. Vehicle repairs may reveal corrosion, seized fasteners, damaged threads, concealed defects or other complications not reasonably identifiable before work begins.

14.2. Where these materially affect the agreed scope or cost, we will explain the issue and seek authorisation before undertaking additional chargeable work.

14.3. We will exercise reasonable care and skill when dismantling and repairing components.

14.4. Customers are not automatically responsible for damage caused by our negligence or defective workmanship.

14.5. Where an unforeseen condition prevents safe completion, we will explain the available options.

14.6. Stopping Work After Dismantling — If authorised dismantling reveals additional damage, seized parts, corrosion, unsafe conditions or an uneconomic repair, we will notify the customer, describe the findings and explain available next steps. We will not undertake material further chargeable work without separate agreement.

14.7. Customer Declines Completion — If the customer declines further work, they remain liable only for authorised labour, parts, tests and other sums properly incurred under the contract, subject to statutory rights. We will explain whether the vehicle can practicably be reassembled, left dismantled for collection or requires specialist transport.

14.8. Reassembly Is Not Automatic — Reassembly after investigation or extensive dismantling may require additional labour, replacement single-use fixings, seals, fluids or components and may not be technically safe or possible without further repairs. Where not included in the original agreement, any additional reassembly work and price must be specifically authorised.

14.9. Partial or Non-Running Vehicles — Where a vehicle cannot be safely operated, moved or returned to the previous condition without further work, we will explain the practical limitations and document the agreed handover or recovery arrangements. We will exercise reasonable care and skill and are not relieved of responsibility for damage caused by our own breach.

14.10. Uncollected Dismantled Vehicles — Where a dismantled or non-running vehicle remains at the workshop, the existing payment, possession and storage provisions in Sections 23 and 24 apply only to the extent legally available. No automatic storage fee or disposal right arises simply because further work has been declined.

14.11. Evidence and Records — Where practicable we may photograph material findings, removed components or incomplete assemblies to support clear customer decisions and appropriate records under Section 31.

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15. Parts and Materials

15.1. We may supply original equipment, original-equipment-quality, aftermarket, remanufactured or other suitable parts as agreed with the customer.

15.2. Parts will be appropriate for the agreed repair and must satisfy applicable legal requirements.

15.3. Where an originally specified part becomes unavailable, we will seek agreement before supplying a materially different substitute.

15.4. Parts availability and supplier delivery times may affect appointment and completion dates.

15.5. Elite Motorworks does not ordinarily fit customer-supplied parts.

15.6. Any exception must be agreed in advance.

15.7. Where customer-supplied parts are accepted, we remain responsible for exercising reasonable care and skill in fitting them, but are not automatically responsible for inherent defects in those parts.

15.8. Removed Components — Unless otherwise lawfully agreed, removed parts ordinarily belong to the vehicle owner. Customers should tell us before work begins if they wish to inspect or retain removed components. We will make reasonable arrangements for their return or inspection, subject to lawful safety, contamination and other restrictions.

15.9. Retention and Disposal — Where no request is made to retain parts, we may arrange reasonable recycling or disposal after the customer has had a reasonable opportunity to inspect or collect them. Parts reasonably required for an ongoing complaint, warranty or insurance review may be preserved where lawful and practicable. We may photograph parts before disposal.

15.10. Exchange Units and Supplier Cores — Some rebuilt or exchange components are priced on the condition that the old unit is returned to a supplier for a core credit. We will explain material exchange or surcharge arrangements before agreement, including whether the old component must be surrendered. We will not assume that a customer has forfeited an existing right to their removed component without an effective prior agreement.

15.11. Hazardous Components — Used fluids, contaminated filters, batteries, pyrotechnic devices and other potentially hazardous items may require controlled handling. Where handover is prohibited or unsafe, we will explain the reason and arrange lawful handling; otherwise any reasonable customer request to inspect or retain parts will be considered.

15.12. Supplier Warranties and Inspection — Where a supplier or manufacturer reasonably requires an allegedly defective component for warranty examination, we will explain any applicable return process and preserve relevant customer rights. Manufacturer or supplier inspection findings do not override statutory consumer remedies.

15.13. Costs and Authorisation — Any separately chargeable packaging, transport, hazardous-item handling, retained-core surcharge or special collection arrangement must be fairly disclosed and agreed before the relevant charge is incurred.

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16. Major Mechanical Repairs

16.1. Major repairs may require staged dismantling, inspection, parts sourcing and further assessment.

16.2. Estimates may change where concealed damage or additional defects are discovered.

16.3. Material changes will be communicated and authorised before further chargeable work.

16.4. Where a customer declines necessary associated work, we may explain the implications and record the decision.

16.5. We may decline to complete or release work as roadworthy where doing so would be unsafe or unlawful, subject to applicable legal obligations.

16.6. Repair Stages — For extensive engine, gearbox, timing-drive or drivetrain work, investigation, dismantling, machining, parts supply, assembly, testing and vehicle recovery may be separate stages. We will confirm which stages and costs have actually been authorised.

16.7. Subcontracted Specialist Work — With appropriate notice and authorisation, we may use competent independent specialists for activities such as machine-shop work, component refurbishment, calibration or specialist electronics. We will explain any material additional cost or delay and will remain responsible to consumer customers for meeting our contractual and statutory obligations in relation to services we provide.

16.8. Customer-Supplied or Third-Party Results — Where a customer arranges separate supplier or specialist work themselves, the relevant contractual responsibilities may differ. We will explain how third-party findings or parts affect the agreed work without seeking to exclude responsibility for our own workmanship.

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16A. Software, Diagnostics, Coding and Vehicle Data

16A.1. Electronic Operations — Authorised work may require control-module programming, software updating, coding, adaptation, calibration, diagnostic resets or access to manufacturer systems. We will explain material programming or subscription costs before additional chargeable steps.

16A.2. Manufacturer Access — Some procedures require internet connectivity, paid access, security approval, vehicle-specific credentials, manufacturer authorisation or parts matching. Completion may be delayed or unavailable where those requirements cannot lawfully or reasonably be met.

16A.3. Settings and Personal Data — Programming, battery disconnection, component replacement or resets may alter stored settings, radio presets, paired devices, warning messages or other electronic information. We will take reasonable steps to avoid unnecessary data loss, but customers are advised to back up personal settings or data where feasible before agreed work.

16A.4. Consent and Risk — Where a procedure may irreversibly change software or settings or requires a material departure from standard diagnostic work, we will explain that fact and obtain appropriate authorisation before proceeding.

16A.5. Restrictions and Incompatibility — We may refuse unlawful alterations, security bypasses, emissions defeat operations or unsafe programming. Unsupported, modified, previously damaged or incompatible electronic systems may limit what can safely be completed; this does not excuse a failure to exercise reasonable care and skill.

16A.6. Remote Services and Portals — Where work requires manufacturer or other technical portals, we may share minimum necessary vehicle identifiers and technical details with relevant providers where lawful and as explained in our Privacy Policy.

16A.7. Responsibility — We remain responsible for our own reasonable care, skill and any statutory rights relating to supplied goods or services. Nothing here excludes liability for negligent programming, avoidable damage or unlawful loss of personal data.

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16B. Electric and Hybrid Vehicle Safety

16B.1. Scope and Competence — Electric and hybrid vehicles may have high-voltage systems and stored electrical energy even when switched off. We will undertake only work for which our personnel, equipment and facilities are appropriately competent and suitable.

16B.2. Safety Information — Customers should disclose known high-voltage faults, collision or flood damage, battery overheating, charging faults, warning messages, prior battery repairs or other material hazards before attendance.

16B.3. Isolation and Controls — Depending on the task, work may require manufacturer-specific isolation procedures, secure key control, protective equipment, exclusion of other people, suitable testing or specialist recovery. A vehicle may need to remain isolated or unavailable for use until declared safe for the agreed operation.

16B.4. Refusal or Relocation — We may refuse, pause or relocate work where specialist equipment, training, safe site conditions or manufacturer instructions are not available. We will explain alternatives and obtain agreement for any separate recovery, storage or diagnostic charges.

16B.5. Battery Handling — Damaged or suspect traction batteries and associated coolant, electrical or thermal systems can require specialist handling, storage and disposal. We will not undertake unsafe battery removal or transport merely because requested.

16B.6. No General Fitness Certification — Completion of work outside the high-voltage system is not a certification of the condition or future safety of the whole traction battery or other unrelated systems.

16B.7. Customer Protection — Nothing in this section removes our obligation to exercise reasonable care and skill or affects statutory consumer rights.

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17. Vehicle Movement and Road Testing

17.1. Customers authorise reasonable vehicle movement and road testing where necessary for diagnosis, repair, verification or safe workshop operations.

17.2. Road tests will be conducted by appropriately authorised personnel and in accordance with applicable law.

17.3. We will take reasonable care of vehicles entrusted to us.

17.4. Customers should disclose relevant restrictions, known safety defects or unusual operating requirements.

17.5. We remain responsible for loss or damage caused by negligence or other legally actionable conduct.

17.6. Reasonable Mileage and Conditions — Diagnostic or post-repair road tests may involve reasonable mileage and normal variations of speed, engine load, braking and operating temperature where necessary and lawful to assess the stated concern. We will not use a vehicle for unrelated private journeys or competitive driving.

17.7. Fuel, Charge and Operational Restrictions — Customers should disclose low fuel or battery charge, known faults, immobilisers, tracking alerts, insurance limitations, unusual starting procedures and restrictions on use. Any significant additional fuel or charging expense will require prior agreement where practicable.

17.8. Not Roadworthy or Not Safe to Test — We may restrict or refuse road testing if the vehicle appears unsafe, unroadworthy or not adequately insured or licensed for the intended use. A current MOT is not, by itself, proof that a vehicle is currently safe to drive.

17.9. Recorded Test Details — Where proportionate, we may record mileage, test conditions, warning lights or related photographs as part of the service record and handle any personal data in accordance with Section 31 and our Privacy Policy.

17.10. Vehicle Tracking and Insurance Monitoring — Customers should disclose, to the best of their knowledge and before road testing, any insurance black box, telematics unit, GPS or fleet tracker, geofencing system or driver-behaviour monitoring fitted to or associated with the vehicle, together with any relevant insurer, fleet or warranty restrictions. Customers who are unsure should tell us so that suitable test arrangements can be discussed.

17.11. Diagnostic Driving Procedures — Certain faults may require controlled acceleration or deceleration under load, firm but controlled braking, changes in steering input or vehicle loading, holding selected gears, use of different engine-speed ranges, or repeated passes to investigate an intermittent concern. Such testing will be undertaken only where reasonably necessary, appropriate to the vehicle condition, lawful and safe for the prevailing road and traffic conditions. We will not drive carelessly or dangerously, exceed applicable speed limits or conduct racing or competitive driving. Testing not safely or lawfully achievable on public roads may require alternative equipment or a suitably authorised controlled facility and separate agreement.

17.12. Potential Effect on Telematics Records — A third-party monitoring system may record an otherwise lawful diagnostic test as harsh braking, acceleration or cornering, unusual driving, an unexpected journey or other adverse driving behaviour. This may trigger a score change, alert or an enquiry by an insurer or monitoring provider. We cannot guarantee that a third party will disregard or amend the record. We are not automatically liable for an adverse score or insurance consequence solely because appropriate, necessary and lawful testing was recorded; this does not exclude our responsibility for negligent, unlawful or otherwise legally actionable conduct.

17.13. Monitoring Equipment and Restrictions — We will not deliberately interfere with, disconnect, disable, alter or erase data from tracking, recording or insurance monitoring equipment merely to avoid detection of a road test. Any necessary change to such equipment must be lawful and appropriately authorised, including by a relevant third party where required. We may limit, postpone or decline a test where restrictions, lack of insurance cover or monitoring arrangements make it unsuitable.

17.14. Records and Queries — Where proportionate, we may record the purpose, date, approximate time, mileage and relevant conditions of a diagnostic road test, to help explain any subsequent telematics enquiry. Subject to privacy and confidentiality obligations, we may provide reasonably available factual information about the testing. We cannot determine, correct or override an insurer’s or telematics provider’s independent assessment.

17.15. Additional Specialist Testing — If proposed testing materially exceeds the originally agreed scope or calls for a specialist facility, additional costs or authorisation, we will explain this and obtain appropriate agreement before proceeding. Customer permission does not override legal driving, safety or insurance requirements.

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18. Dashcams, CCTV and Recording Equipment

18.1. Customers should inform us of active in-vehicle cameras, audio recording devices or monitoring systems where relevant.

18.2. Where recording presents a legitimate privacy, confidentiality or safety concern, we may discuss a reasonable arrangement with the customer.

18.3. Any disabling of recording equipment should be agreed where appropriate and lawful.

18.4. We will not deliberately erase customer recordings without a lawful basis or appropriate authorisation.

18.5. Nothing in this section permits unlawful interference with evidence or monitoring equipment.

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19. Personal Belongings

19.1. Customers should remove cash, valuables and unnecessary personal belongings before leaving a vehicle with us.

19.2. We will exercise reasonable care in relation to vehicles and belongings entrusted to us.

19.3. We are not automatically responsible for items that were not present, disclosed or entrusted to us.

19.4. Nothing in this section excludes liability for loss caused by our negligence or other actionable breach.

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20. Classic, Prestige and Performance Vehicles

20.1. Specialist vehicles may require particular handling, parts, tools, procedures or expressly agreed operating standards.

20.2. Before work is agreed, customers should disclose modifications known to them that may materially affect the work, vehicle safety or the systems being investigated or repaired, together with any intended track or competition use relevant to those systems.

20.3. Relevant modifications may include ECU or transmission remapping, tuning boxes, altered engine-management software, increased turbocharger or supercharger boost, modifications to fuel, induction, exhaust or emissions systems, and changes to the drivetrain, brakes, suspension, cooling or electrical system.

20.4. Track or competition use includes non-competitive circuit track days as well as racing, drifting, drag racing, rallying, hill climbs, timed events and other motorsport activities. These activities can impose greater loads and different operating conditions than ordinary road use.

20.5. We will exercise reasonable care and skill appropriate to the work undertaken, taking account of material information provided and matters reasonably apparent during the work.

20.6. Unless expressly agreed in writing, a repair intended for normal road use is not a representation or guarantee that a vehicle or component is suitable for sustained circuit driving or competitive motorsport.

20.7. Where modifications or intended use affect the appropriate parts, methods, testing, price or commercial warranty, we may propose a different repair specification or separate specialist terms. Any material condition must be disclosed and agreed before the relevant work.

20.8. Modifications made after our work, including a subsequent remap, do not automatically invalidate an existing warranty. However, damage caused or materially contributed to by such changes may fall outside the additional voluntary commercial warranty, as explained in the applicable warranty policy.

20.9. The presence of a modification or use on a track does not itself establish the cause of a failure, and does not remove responsibility for unrelated defective goods or workmanship.

20.10. Nothing in this section excludes or restricts statutory consumer rights or liability that cannot lawfully be excluded.

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21. Pre-Purchase Inspections

21.1. A pre-purchase inspection assesses the vehicle's condition within the agreed inspection scope at the time of examination.

21.2. It is not a guarantee against all existing, concealed or future defects.

21.3. Inspection limitations may arise from restricted access, vehicle condition, environmental factors or unavailable information.

21.4. Findings will be reported with reasonable care and skill.

21.5. Any particular inspection methods, dismantling or specialist testing must be included in the agreed scope.

21.6. Statutory rights concerning the quality of the inspection service remain unaffected.

21.7. Scope and Inclusions — The inspection booking or report will identify the level of inspection and significant included checks. Unless expressly agreed, an inspection is primarily a condition assessment and will not automatically include dismantling, removal of covers or wheels, internal engine/gearbox investigation, laboratory analysis or exhaustive electrical testing.

21.8. Access, Seller and Site Permission — The customer is responsible for obtaining permission from the vehicle owner or seller for access and any agreed testing. Where access, road testing, a lift or records are unavailable or permission is withheld, we will report material limitations rather than imply that checks were performed.

21.9. History and Third-Party Data — MOT, registration, finance, mileage, service-history and accident information supplied by public or third-party services may be incomplete, delayed or inaccurate. We will explain the sources and limitations where relevant and will not present an external database check as an absolute guarantee.

21.10. Point-in-Time Findings — Findings reflect the vehicle and evidence available at inspection, including any intermittent faults not active during the visit. An inspection is not a valuation, future reliability guarantee or warranty unless specifically contracted as such.

21.11. Additional Tests — Borescope inspections, paint-thickness measurement, wheel removal, advanced diagnostic tests or specialist component checks will only be undertaken to the extent included in the accepted inspection scope or separately authorised.

21.12. Reporting and Remedies — Reports will distinguish observed defects, matters requiring further investigation and checks not completed. Nothing in these limitations reduces the obligation to perform the agreed inspection with reasonable care and skill or statutory consumer rights.

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21A. Manufacturer Records and Third-Party Specialist Services

21A.1. Service Entries — Where included in the agreed scope, we will make reasonable efforts to record relevant servicing in an available manufacturer portal or another agreed format. Access to manufacturer systems is not guaranteed.

21A.2. Records and Evidence — An electronic portal entry is not a substitute for the invoice or service record. If a portal is unavailable, we will document completed work and explain the limitation.

21A.3. Specialist Providers — Material outsourcing of agreed testing, machining, refurbishment or calibration will be explained where practicable. Any separately chargeable provider work must be authorised; using an appropriately selected subcontractor does not remove our statutory responsibility for the agreed service.

21A.4. Disclosure of Information — We may share limited vehicle and technical data with manufacturers or specialists where reasonably necessary and lawful, in accordance with our Privacy Policy.

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22. Completion and Handover

22.1. We will notify the customer when agreed work is completed or the vehicle is ready for collection.

22.2. We may explain the work undertaken, relevant findings and any outstanding recommendations.

22.3. Customers should review the invoice and raise questions promptly.

22.4. Where a vehicle remains unsafe or requires additional attention, we will explain the relevant concerns.

22.5. Completion does not remove the customer's statutory rights or applicable warranty benefits.

22.6. Electronic Service History — Where a manufacturer provides an electronic service-history portal, an update will be attempted only where included in the agreed service and we have suitable access, credentials and information. Some manufacturer systems restrict independent access or require verification; we will explain material access limitations.

22.7. Alternative Evidence — Where an electronic entry cannot reasonably be made, we will provide an appropriate invoice or service record showing the work performed, date, vehicle and mileage so the customer has evidence of service.

22.8. Digital Records and Keys — Customers should check that any supplied keys, documents or electronic service records have been returned or recorded at handover, and notify us of discrepancies as soon as reasonably practicable. No fixed time limit applies to a legal claim by reason of this clause.

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23. Payment, Non-Payment and Outstanding Balances

23.1. Payment for all properly authorised parts, labour and associated charges is due immediately upon completion of the agreed work unless different terms have been expressly agreed in advance. For workshop repairs, payment is normally required before the vehicle is released; for mobile repairs, payment is normally required at the appointment location upon completion.

23.2. The person or business contracting with Elite Motorworks is responsible for payment. A customer who appoints a representative should ensure that representative has authority to agree the work and any associated charges.

23.3. Payment must be made by a method accepted by Elite Motorworks. A card or electronic payment is not treated as settled if declined, reversed or not received.

23.4. Customers who become unable to pay on completion should notify Elite Motorworks promptly. Inability to pay does not, of itself, extinguish charges properly due for authorised work performed with reasonable care and skill.

23.5. Elite Motorworks may, at its discretion, consider deferred payment or an instalment arrangement. No such arrangement exists unless expressly agreed and confirmed in writing, and any consumer-credit requirements must be observed. We are not obliged to provide credit.

23.6. For substantial repairs or specially ordered or non-returnable parts, we may require a reasonably agreed deposit or staged payments before or during the repair. The amount and terms must be disclosed and agreed in advance, and any deposit will be handled in accordance with consumer law.

23.7. Where a repaired vehicle remains lawfully in our workshop possession and qualifying repair charges are unpaid, Elite Motorworks may exercise any valid possessory repairer's lien available under law. The existence, scope and continued availability of a lien depend on the facts and applicable law; a lien ordinarily permits retention of possession, not automatic sale or ownership.

23.8. A possessory lien does not entitle Elite Motorworks to seize or repossess a vehicle from the customer after possession has been surrendered, or to prevent a customer using a vehicle at a mobile repair location by immobilising it or withholding its keys unlawfully.

23.9. Parts supplied and installed during an authorised repair will not be removed solely because payment is outstanding unless removal is authorised by the person entitled to consent or is otherwise lawful. Parts being non-returnable to our supplier does not create a separate right to remove them.

23.10. Where a customer disputes an invoice or work performed, we will consider the complaint and available evidence fairly. The customer retains applicable statutory rights concerning authorisation, price, satisfactory goods and services carried out with reasonable care and skill.

23.11. If payment remains overdue, we may issue reminders, seek an agreed resolution and pursue lawful debt recovery, including court proceedings where appropriate. We will follow any applicable pre-action procedure.

23.12. Interest, collection expenses, court fees or other recovery costs will be claimed only where properly recoverable under an applicable agreement or law. No automatic punitive charge applies to consumer debts.

23.13. Any vehicle lawfully retained at our premises will be handled and stored with reasonable care. Storage charges, if applicable, are governed by Section 24 and are not automatically payable merely because an invoice is unpaid.

23.14. We will not obtain double recovery of the same debt or expense. Any part payment, lawful sale proceeds or other recovery will be accounted for against amounts properly due.

23.15. Nothing in this Section permits unlawful detention, dismantling, sale or disposal of customer property or excludes statutory consumer rights.

23.16. Third-Party Warranty Claims — Where a customer intends to claim against a manufacturer, vehicle seller or other third-party warranty provider, the payment-on-completion rule and any expressly agreed exception are set out in Section 13A. A warranty approval is not a substitute for settlement of the agreed invoice. Any payment actually received from a provider will be credited against the sum payable, so no amount is collected twice.

23.17. Payment Assist and Flexible Payment Options — Where an eligible customer elects to use Payment Assist, the conditions for acceptance of finance, settlement of the financed amount, additional balances and unsuccessful applications are set out in Section 23A. This does not alter the third-party warranty payment rules in Section 13A.

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23A. Flexible Payments Through Payment Assist

23A.1. Optional Payment Method — Where available, Elite Motorworks Ltd may offer eligible customers the option to spread the cost of authorised services and repairs through Payment Assist or a finance provider made available through its platform. This is optional and separate from any instalment arrangement made directly with Elite Motorworks. Available products, periods and limits are those confirmed for the particular transaction; we do not guarantee that any customer or invoice will qualify.

23A.2. Provider Terms and Checks — The customer must review and accept the applicable finance agreement and pre-contract information supplied by the finance provider. Eligibility, credit and affordability checks, repayment amounts and dates, any deposit or initial instalment, interest (where applicable), fees and consequences of missed repayments are governed by the provider's terms and applicable law. We do not make the lending decision or guarantee approval.

23A.3. When Finance Is Accepted as Payment — An expression of interest, application or provisional approval does not itself pay an invoice. Elite Motorworks may require confirmation through the relevant provider or merchant system that the finance transaction for the agreed amount has been validly accepted and activated, together with any required initial customer payment, before relying on that arrangement for settlement or releasing a workshop vehicle. We will make clear any such requirement before the relevant work or handover.

23A.4. Financed Amount and Provider Settlement — Once an eligible transaction has been validly accepted and activated in accordance with the provider and merchant arrangements, the funded portion of the invoice will be dealt with under those arrangements. The fact that provider settlement to Elite Motorworks occurs after completion does not, by itself, make the customer liable to pay that same financed amount again. We will credit all amounts received and will not recover the same sum twice. Any separate lawful rights arising from a transaction being cancelled, reversed or invalidated will be assessed according to the relevant agreements and law.

23A.5. Amounts Not Covered — Any amount of the properly authorised invoice not covered by an accepted finance transaction remains payable by the customer when due under Section 23 unless otherwise expressly agreed. This may include an agreed initial payment, charges exceeding an approved finance amount, or further work separately authorised after the finance transaction was arranged. Additional work will not automatically be added to an existing finance plan; any further finance is subject to separate provider acceptance.

23A.6. Declined or Incomplete Applications — If finance is declined, withdrawn, not completed or not activated, no finance payment arrangement exists for the affected amount. Before proceeding with work that was conditional on finance approval, we will discuss and agree an alternative payment arrangement. Charges already properly authorised and incurred remain governed by the existing contract; a declined application does not authorise us to carry out additional chargeable work.

23A.7. Instalments and Missed Payments — Where the provider is the lender or contractual finance creditor, the customer must make repayments to that provider in accordance with their finance agreement. Queries about repayment schedules, arrears, financial difficulty or missed-instalment charges should be raised with the relevant provider. Elite Motorworks will not impose its own instalment-default charge on payments owed solely to the provider or demand duplicate payment for a validly funded transaction merely because an instalment is missed.

23A.8. Refunds, Cancellation and Complaints — If an authorised refund, cancellation, price adjustment or dispute affects a financed purchase, Elite Motorworks will liaise with the finance provider as required to reconcile the transaction and any refund. Customers may also have rights and remedies against the finance provider under applicable consumer-credit law. Nothing in this Section restricts statutory cancellation, refund, repair, replacement or complaint rights relating to our services or the finance agreement.

23A.9. Financial Information and Promotions — Elite Motorworks will describe finance options fairly and accurately and will use any required provider-approved financial promotions. We will not describe a product as having no credit check when checks are undertaken, nor advertise a specific term, interest rate or limit unless that option is actually available and supported by the provider's approved information. Information shared to arrange finance will be processed lawfully and as explained in applicable privacy notices.

23A.10. Separate From Third-Party Warranty Claims — Payment Assist is a payment or finance option and is not a manufacturer's, seller's or aftermarket vehicle warranty. Any claim under a separate warranty remains subject to Section 13A. If a customer chooses to finance charges for which they may later obtain warranty reimbursement, their finance repayment obligations and any subsequent adjustment remain governed by the finance agreement and applicable law.

23A.11. Customer Protection and Interpretation — Nothing in this Section makes a customer liable for work that was not properly authorised or excludes statutory consumer rights. Where the customer's finance agreement or our merchant agreement allocates rights or responsibilities differently from a general description above, the relevant enforceable agreement and applicable law will govern. No customer is required to use Payment Assist to obtain our services.

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24. Workshop Storage, Uncollected Vehicles and Lawful Sale

24.1. Customers should collect their vehicles by the agreed collection time or within the reasonable collection period notified when work is completed.

24.2. Where a vehicle is not collected after a reasonable and properly communicated collection deadline, storage charges may become payable, subject to this Section and applicable law.

24.3. The standard storage charge is £40 including VAT per completed 24-hour period beginning after the notified storage commencement time.

24.4. Storage charges will apply only after appropriate advance notice stating the collection deadline, daily rate and arrangements for collection. They will not be imposed retrospectively without proper notice or where doing so would be unfair or unlawful.

24.5. Customers will be given a reasonable opportunity to collect their vehicles. A genuine dispute, our own delay or other relevant circumstances will be considered when determining whether a storage charge is reasonable and recoverable.

24.6. Where a vehicle remains uncollected, Elite Motorworks may consider the statutory procedure under Sections 12 and 13 and Schedule 1 of the Torts (Interference with Goods) Act 1977 or an applicable court order. An unpaid repair invoice or possessory lien does not by itself confer ownership or an unrestricted right of sale.

24.7. Before a proposed sale, we will make reasonable enquiries about the person entitled to the vehicle and relevant third-party interests, including finance or other ownership claims. A V5C registration document is not conclusive proof of ownership. We will not knowingly proceed where we lack legal authority to transfer title.

24.8. Where the notice-based statutory procedure is available, we will give any required notice to collect and a compliant notice of intention to sell identifying the vehicle, its location, amounts claimed and the earliest proposed sale date, using the method of service prescribed by law.

24.9. Where an amount payable in respect of the vehicle accrued due before the notice of intention to sell, the statutory notice period before a sale under that procedure must be at least three months and must otherwise afford a reasonable opportunity for collection.

24.10. The ordinary statutory notice-based power of sale must not be exercised when the law prohibits it because we are aware of a dispute concerning the vehicle or amounts claimed. In appropriate circumstances we may apply to the court for an order instead.

24.11. Any court-authorised sale will be conducted strictly within the terms of the applicable court order. Any statutory sale will be made only where its legal conditions have been satisfied.

24.12. When conducting a lawful sale, we will take reasonable steps to select the best method of sale reasonably available in the circumstances and keep an appropriate record of the vehicle's condition, valuation, sale and proceeds.

24.13. Where permitted by the applicable legislation or court order, we may deduct reasonable costs of sale and qualifying sums due in respect of the vehicle before the relevant notice. Storage charges or costs arising at other times are not automatically deductible merely because they have been invoiced.

24.14. Any balance remaining after permitted deductions will be accounted for to the person legally entitled to it, or otherwise dealt with as the law or a court order requires. Elite Motorworks will not retain surplus proceeds as its own money.

24.15. If sale proceeds are insufficient, any remaining debt will be pursued separately only to the extent legally recoverable. A sale does not itself establish that every invoice item is valid.

24.16. We will continue to exercise reasonable care in the custody and security of vehicles. We will not remove fitted parts, dismantle a vehicle or dispose of belongings merely because payment is outstanding.

24.17. Nothing in this Section overrides any existing contract, statutory consumer protection, ownership rights of third parties or the customer's right to challenge the amount or quality of the work.

24.18. Any proposed sale of a particular vehicle should be individually assessed and, where appropriate, reviewed by a solicitor before notices are issued or disposal takes place.

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25. Warranties and Statutory Rights

25.1. Elite Motorworks provides separate written commercial warranty policies for eligible repairs and replacement batteries.

25.2. Eligible repairs using parts supplied and fitted by Elite Motorworks may benefit from our 12-month / 12,000-mile Parts and Labour Warranty, whichever limit is reached first.

25.3. Replacement batteries may benefit from a separate Battery Warranty, with the applicable duration and conditions identified in the relevant purchase or warranty documentation.

25.4. Customers should consult the applicable separate policy for coverage, exclusions, breakdown arrangements, claims procedures and any additional commercial warranty benefits.

25.5. Customers who believe a repair, part or battery is defective should contact Elite Motorworks as soon as reasonably practicable.

25.6. Commercial warranties are additional to, and do not replace, limit or exclude, statutory consumer rights.

25.7. Where a separate warranty provides additional benefits, those benefits apply according to its terms. Mandatory statutory rights always take precedence.

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26. Statutory Rights Concerning Goods and Services

26.1. Goods supplied to consumers must satisfy applicable statutory requirements, including satisfactory quality, fitness for purpose and conformity with description.

26.2. Services must be performed with reasonable care and skill.

26.3. Consumers may have rights to repair, replacement, repeat performance, price reduction, rejection, refund or other remedies depending on the circumstances.

26.4. Nothing in these terms restricts statutory rights or remedies that cannot lawfully be excluded.

26.5. Expiry of a commercial warranty does not automatically extinguish statutory rights.

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27. Complaints and Remedial Work

27.1. Customers should contact Elite Motorworks with details of any complaint or suspected defect.

27.2. We aim to acknowledge complaints within five working days.

27.3. We aim to provide a substantive response within 28 days, where reasonably practicable.

27.4. Where additional investigation is necessary, we will explain the reason for any delay.

27.5. We will consider relevant evidence fairly and provide an appropriate remedy where required.

27.6. Where applicable, information about available alternative dispute resolution arrangements will be provided in accordance with legal requirements.

27.7. Nothing in this section prevents customers from seeking independent advice or exercising legal rights.

27.8. Complaint Contact and Stages — Complaints should be sent to support@elitemotorworks.co.uk or by post to our registered office with vehicle details, dates and the concern. We will acknowledge, investigate, seek supporting information where needed and provide a reasoned response, including the proposed remedy or reason for refusal.

27.9. Independent Resolution — If a consumer complaint remains unresolved, we will provide applicable information about a competent alternative dispute resolution provider or scheme as required by law, including whether we are obliged or willing to use it. We do not state or imply membership of a trade or ombudsman scheme unless it is current and verified.

27.10. No Waiver of Rights — The complaints procedure does not prevent either party seeking independent advice, making a claim or exercising statutory rights and does not unreasonably require acceptance of an internal decision.

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28. Liability and Insurance

28.1. We will exercise reasonable care and skill when supplying goods and services.

28.2. We are responsible for losses caused by breaches of our legal obligations to the extent required by applicable law.

28.3. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, statutory consumer rights or other liability that cannot lawfully be excluded.

28.4. Claims for additional losses will be considered according to applicable legal principles, including causation, foreseeability and reasonable mitigation.

28.5. Our separate warranty policies explain which additional benefits are voluntarily included in commercial warranty coverage.

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29. Environmental and Safety Requirements

29.1. We will handle waste, fluids, components and other materials in accordance with applicable legal requirements.

29.2. Customers must not require us to perform work that would be unsafe or unlawful.

29.3. We may decline or suspend work where necessary to protect health, safety or the environment.

29.4. Any material consequences for the agreed work will be explained where reasonably practicable.

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30. Customer Conduct

30.1. We expect customers and our personnel to communicate respectfully.

30.2. Threatening, abusive or unsafe conduct may result in work being suspended or an appointment being terminated.

30.3. Any charges arising from termination will be assessed fairly and in accordance with applicable law.

30.4. This section does not restrict legitimate complaints or statutory rights.

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30A. Customer Belongings, Vehicle Access and Reports of Missing Property

30A.1 Preparing the Vehicle — Customers are requested to remove cash, jewellery, electronic devices, important documents and other valuables before our attendance or before leaving a vehicle at our workshop. Customers should also remove items that obstruct safe access to the agreed work. This request does not remove or reduce any responsibility imposed on Elite Motorworks by law.

30A.2 Reasonable Access — Authorised work may require access to the cabin, boot, glovebox, luggage areas or other compartments, for example to connect diagnostic equipment, reach a battery or retrieve a locking wheel-nut key. Our personnel will access only areas reasonably relevant to the work or otherwise authorised by the customer.

30A.3 Handling of Belongings — Where belongings prevent reasonable access, we may ask the customer to move them. If our personnel need to move items to carry out authorised work, we will exercise reasonable care and, where practicable, return them to their previous or another agreed location. Material movements or discoveries of apparently valuable items may be noted where reasonably necessary and proportionate.

30A.4 Mobile Appointments — For work at a customer location, the customer will ordinarily retain control of the premises and vehicle outside any period of access or custody entrusted to Elite Motorworks. We will exercise reasonable care over the vehicle, keys and property actually in our care. We are not responsible for events outside our control unless liability arises under applicable law.

30A.5 Workshop Appointments — Where a vehicle or its keys are entrusted to our workshop, we will take reasonable precautions to protect and secure them and belongings in our custody. Unless separately agreed, accepting a vehicle does not involve making a detailed inventory or valuation of every item left inside.

30A.6 Reporting Missing or Damaged Items — If a customer believes an item is missing or has been damaged following our work, we ask them to contact us as soon as reasonably practicable. To help us investigate, we may request a description of the item, when and where it was last seen, when the issue was discovered, and any relevant supporting information. No fixed reporting deadline is imposed by this section.

30A.7 Fair Review — We take reports concerning customer property seriously and will assess them fairly, without assuming either that wrongdoing occurred or that a concern is unfounded. We may review relevant booking records, service photographs, access arrangements, job notes, communications and accounts from personnel or other relevant witnesses. We will communicate the outcome and explain any material uncertainty.

30A.8 Records, Privacy and Cooperation — We may preserve relevant records where reasonably necessary to investigate a report, deal with an insurance matter or establish, exercise or defend legal rights. Any personal data will be handled in accordance with applicable data protection law and our Privacy Policy. Where appropriate, we will cooperate with insurers, police or other competent authorities. A customer is not required to make a police report before we will consider their concern.

30A.9 Responsibility for Loss or Damage — Elite Motorworks remains responsible for loss or damage to customer property to the extent required by law, including where legally attributable to our acts, omissions or failure to exercise reasonable care. Equally, a report made after an appointment does not by itself establish that Elite Motorworks caused the reported loss. Nothing here excludes liability that cannot lawfully be excluded or limits statutory consumer rights.

30A.10 Complaints and Resolution — Concerns under this section may be raised through the complaints process in Section 27. The service-photography and recordkeeping provisions of Section 31 may also apply. Nothing prevents a customer from making a genuine complaint, approaching an insurer, reporting concerns to the appropriate authorities or seeking independent legal advice.

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31. Vehicle Photography, Recordkeeping and Marketing Content

31.1. Vehicle Condition Documentation — Elite Motorworks may photograph or film vehicles before, during and after servicing, inspection, diagnostic investigation and repair. Records may document pre-existing dents, scratches or other damage, vehicle identification and mileage, component condition, dismantling, recommended or completed work, testing, quality control, and matters relevant to invoices, warranty or insurance enquiries and potential claims.

31.2. Purpose and Lawful Basis — Photographs and recordings created for genuine service documentation are distinct from marketing content. Where the records constitute personal data, we will identify an appropriate lawful basis under UK data protection law; depending on the circumstances, this may include performance of a contract, legitimate interests assessed against the rights of individuals, or compliance with legal obligations. Separate marketing permission is not generally required merely to document the authorised work.

31.3. Security, Retention and Sharing — We will apply appropriate security and access controls and retain records only for as long as reasonably necessary for the purposes described in our Privacy Policy. Where lawful and necessary, relevant records may be shared with insurers, parts suppliers, technical specialists, professional advisers or competent authorities. Our Privacy Policy provides further information about retention and individual rights.

31.4. Marketing and Promotional Use — We may wish to use photographs or video of vehicles, repairs or workshop activities on our website, social-media accounts, advertisements or other promotional material. We will seek separate, freely given permission before publishing material that identifies, or could reasonably identify, a customer or their vehicle. Acceptance of these Terms does not constitute consent to such marketing use.

31.5. Identifying Details and Private Locations — Before publishing, we will consider visible registration numbers, VINs, names, documents, personal belongings, home addresses, identifying surroundings, distinctive modifications and other information capable of identifying an individual. We will obscure, crop or remove such details where appropriate. Hiding a number plate alone may not make a rare or distinctive vehicle anonymous.

31.6. Genuinely Anonymous Content — We may use genuinely anonymous images of components, repair techniques, tools or workshop activities where publication is otherwise lawful and does not disclose personal or confidential information. Images of a distinctive vehicle or private property will not be treated as anonymous merely because an obvious identifier is hidden.

31.7. Optional Customer Permission — Permission for identifiable marketing material is optional and will be requested separately from the service contract, ordinarily using the form in Schedule C or an equivalent clear electronic record. Refusing permission will not affect our service, warranty or the customer’s statutory rights. Permission to show a vehicle does not automatically authorise publication of identifiable people or private premises.

31.8. Scope and Withdrawal — Where publication relies on consent, the customer may withdraw it at any time by contacting support@elitemotorworks.co.uk. We will stop further use based on the withdrawn consent and take reasonable steps to remove affected material from channels within our control, subject to any other lawful basis for continued processing. Withdrawal does not make earlier lawful processing unlawful; third-party copies or printed materials already distributed may not be fully recoverable.

31.9. Photographs of People — Images or recordings featuring identifiable customers, children, employees or other individuals will be handled separately in accordance with applicable privacy requirements. Where necessary, appropriate permission will be requested from the individual or a person legally authorised to act for them.

31.10. Record of Permission — Where marketing consent is relied upon, we will keep an appropriate record of the permission given, the permitted uses and any subsequent withdrawal. Permission will not be assumed from silence, unticked options or acceptance of general terms.

31.11. Rights and Privacy Information — Nothing in this section restricts rights under the UK GDPR, Data Protection Act 2018 or other applicable law, including applicable rights of access, objection, erasure and withdrawal of consent. Our Privacy Policy explains how to contact us about personal data.

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32. Website Content and Intellectual Property

32.1. Website content, photographs, branding, text and other materials may be protected by intellectual property rights.

32.2. Customers may use our website for lawful personal or business enquiries.

32.3. Unauthorised reproduction or commercial use of protected content is not permitted except as allowed by law or with appropriate permission.

32.4. Website information is general and does not replace a vehicle-specific assessment or agreed quotation.

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33. Business and Fleet Customers

33.1. Business and fleet customers may be subject to separately agreed commercial arrangements.

33.2. Any business-specific payment, service or warranty conditions must be expressly agreed.

33.3. Nothing in this section changes the statutory status of a customer who qualifies as a consumer.

33.4. Any limitations of liability in a business-to-business contract must comply with applicable law.

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34. Events Outside Our Reasonable Control

34.1. We are not responsible for delays caused by events outside our reasonable control to the extent permitted by law.

34.2. Examples may include severe weather, unexpected supplier disruption, infrastructure failures or other events that could not reasonably be prevented.

34.3. We will notify affected customers where reasonably practicable and take reasonable steps to minimise disruption.

34.4. Customers retain any applicable rights where performance is materially delayed or cannot be completed.

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35. General Provisions

35.1. Changes to agreed terms will be communicated and, where required, agreed before taking effect.

35.2. If any provision is found unlawful or unenforceable, the remaining provisions will continue to apply where legally possible.

35.3. Failure to enforce a provision immediately does not automatically waive our rights.

35.4. No person who is not a party to the contract has rights under it except where applicable law provides otherwise.

35.5. These terms are governed by the law of England and Wales, subject to mandatory consumer protections and jurisdictional rights that may apply elsewhere in the United Kingdom.

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36. Contact Details

Elite Motorworks Ltd
Company Registration Number: 16064228
VAT Registration Number: 502575803
Registered Office: 26 Whitemarsh Close, Cheltenham, Gloucestershire, GL51 0PT
Telephone: 01242 350661
Email: support@elitemotorworks.co.uk
Website: www.elitemotorworks.co.uk

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Schedule A — Model Cancellation Form

To: Elite Motorworks Ltd, 26 Whitemarsh Close, Cheltenham, Gloucestershire, GL51 0PT
Email: support@elitemotorworks.co.uk

I/We hereby give notice that I/we cancel my/our contract for the supply of the following goods/services:

Description of goods/services: ______________________________

Ordered on / agreed on: ______________________________

Customer name: ______________________________

Customer address: ______________________________

Signature (if submitted on paper): ______________________________

Date: ______________________________

Delete as appropriate.

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Schedule B — Request to Begin Services During a Statutory Cancellation Period

Customer name: ______________________________

Vehicle registration: ______________________________

Services requested: ______________________________

I expressly request that Elite Motorworks Ltd begin the agreed services before the expiry of any applicable statutory cancellation period.

I understand that, where permitted by law, I may be required to pay a proportionate amount for services supplied before I communicate a valid cancellation.

I acknowledge that, where the applicable legal requirements are satisfied and the service is fully performed, I may lose the statutory right to cancel that service contract.

Customer signature or electronic confirmation: ______________________________

Date: ______________________________

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Schedule C — Optional Vehicle Photography and Marketing Permission

Customer name: ______________________________________________

Vehicle registration: __________________________________________

Date: _______________________________________________________

Elite Motorworks may take photographs of your vehicle and the work carried out for service documentation without using them for marketing. The following choices concern optional promotional publication only.

OPTIONAL CONTENT PERMISSION — choose any that apply:

[ ] I agree to the use of photographs or videos of my vehicle or repair for marketing where identifying details are appropriately obscured.

[ ] I additionally agree that my identifiable vehicle may appear in marketing photographs or videos.

APPROVED CHANNELS — choose any that apply:

[ ] Elite Motorworks website

[ ] Social media

[ ] Online advertisements

[ ] Printed marketing materials

No marketing permission is given unless a relevant content option and at least one channel have been affirmatively selected. Permission for identifiable people or private premises must be obtained separately.

Giving permission is voluntary and does not affect the services, warranty or statutory rights provided. You may withdraw consent at any time by emailing support@elitemotorworks.co.uk. The Privacy Policy gives further information about your rights and how images are used.

Customer signature or electronic confirmation: ______________________________

Date signed: ______________________________

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END OF TERMS AND CONDITIONS OF SERVICE — VERSION 5.10