SGR North Wales & Chester - Terms of Business

Vehicle and Architectural Glass Repair Services - Our contract with you.

1. You are dealing with Specialist Glass Repairs North Wales Ltd., trading as SGR North Wales & Chester. In these terms of business, references to “we” or “SGR North Wales & Chester” or “our” means Specialist Glass Repairs North Wales Ltd.

By asking SGR North Wales & Chester to carry out vehicle or architectural glass repair on your vehicle or property you agree that our work shall be governed by the following terms.

Our contract with you is formed at the time of you making your appointment with us. Most but not all of the terms set out below are reproduced on the sales document that you (or your representative) will be asked to sign when we attend your vehicle. If our work is the subject of a claim on an insurance policy and you (the person making the booking with us) are not the policyholder for the vehicle that is the subject of the claim, you promise that your dealings with us are made with the authority of the policyholder. If we have not been appointed as agent of the insurer to handle a claim under a policy issued by that insurer and our work includes assisting you in a making a claim under a policy issued by that insurer, you appoint us as your agent to assist in the administration and performance of your insurance policy. The signature (made by you or your representative) that we receive at the time of the appointment confirms our appointment as agent of the policyholder on that basis.

2. Where available to us, we check the latest information submitted to us by insurers to confirm that our work may be paid for under your insurance policy. We make no assurance as to the extent of your policy cover and you acknowledge that fact.

3. Windscreen Repair & Glass Scratch Removal

In the course of repair glass may crack beyond repair through no fault of our technician. The subject glass is scratched or damaged which makes the surface tension weaker than its original state. We take all precautions to avoid breaking glass and to also protect the glass from further breakage due to vibration or temperature change during the repair process. However glass damage is volatile and you acknowledge that risk. SGR North Wales & Chester accepts no liability for glass breakage during or after the repair process. If that happens and a replacement is required we may refer you to an appropriate replacement company and will earn no commission from that referral and we will not make a charge for our repair efforts.

4. Windscreen Repair Standard Terms of Business & Disclaimer Statement

Please note the following points: Unlike most windscreen companies, in most cases we will attempt to repair most glass damage regardless of complication to try and save your windscreen and negate a replacement. On this basis you will not hold us responsible or liable for replacement costs where damage has been extended during the repair process. All repair work is lifetime guaranteed against further breakage from the point of repair. All repair work will be digitally documented via our job sheets within our Oneserve platform including images. All invoicing will be delivered electronically. All fees are subject to VAT at the prevailing rate and are payable upon receipt.

Standard Disclaimers: 1. Every effort is made to repair your windscreen and return your safe driving vision. 2. Damaged glass can be extremely fragile and on some occasions will not repair successfully. 3. We do not offer a replacement service if the repair is unsuccessful and we will not invoice you for our time. 4. Neither the technician nor the company will be liable to replace glass that cannot be successfully repaired. I understand the above information, I authorise the repair work to be conducted and accept the associated risks.

5. Glass Scratch Removal Standard Terms of Business & Disclaimer Statement

Please note the following points: Glass is a substance with naturally occurring faults within it. Occasionally distortion is created in the manufacturing process. In order to remove scratches from glass we need to remove sufficient volume of glass to reach the same depth as the bottom of the scratch. The deeper the scratch the more volume has to be removed. In order to remove glass volume we need to create friction using power sanders and abrasives. Creating heat in glass creates two risks; 1. Distortion (effectively a wobble as you look through the glass & 2. Cracking.

Standard Disclaimers: 1. Every effort is made to remove scratches, scuffs and stains without creating visible distortion in the glass. 2. If distortion does occur, every effort will be made to remove it. 3. Neither the technician nor the company will be liable to replace any glass that is being repaired or restored due to distortion or breakage. I understand the above information, I authorise the repair work to be conducted and accept the associated risks.

6. Payments up front and in part. You agree to be responsible for the full cost of our glass repair work on your vehicle. When arrangements are made to deliver our service to you, we incur business costs. You agree that we can immediately charge (i) for or in respect of these arrangements or costs and/or (ii) an up-front part payment in respect of our glass service. If you are making an insurance claim in respect of our service, we are entitled, immediately upon any cost or charge as aforesaid being incurred or made, (i) to obtain any excess, or other portion of the insurance claim which your insurance policy obliges you to pay or fund for or from your own account, from you and (ii) to apply such excess or portion against any such cost or charge.

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, (i) you have assigned to us your right to collect the claim proceeds, and (ii) you shall take any steps necessary or reasonably beneficial, including signing any further document, to prove or otherwise give all practical or legal effect to such assignment.

7. If the policyholder is registered for VAT, the policyholder agrees to pay VAT on our service. When you booked your appointment, you may have paid VAT calculated on the cost of the materials we usually use for a vehicle like yours.

8. The visibility of a repair to glass depends on the nature of the damage at the time of repair. We do our upmost to create an outstanding cosmetic repair. Occasionally if the damage is old and dirt has been allowed to enter it can restrict the aesthetics of any repair.

9. A record of repairs carried out by us are made by our technician. These repairs are guaranteed against cracking further for the life of the ownership of the vehicle. If one of our repairs should ‘fail’ and crack further then we will make a full refund of our repair fee upon application. We reserve the right to view the glass before making any refund. We will not warrant any repairs that are made by third parties or indeed third-party repairs that we are asked to improve cosmetically or otherwise.

10. We will perform our service to the best of our ability at a time and location to be agreed between us. If occasionally we are not able to adhere to that appointment for any reason we will rearrange that appointment at a time and date to suit you. We will notify you of any likely changes as soon as possible.

11. Nothing shall limit our liability for fraud or death or personal injury caused by our negligence. Your statutory rights are not affected.

12. Where payment for our work on your vehicle will be made using a trade or company account, our trade/company terms will apply to our work in priority to the terms written above.

13. We are committed to reducing fraud made using credit cards. We reserve our right not to accept payment from you by debit or credit card where we suspect that by doing so a fraud may be perpetrated against us or the registered card holder.

14. Our terms of business and any dispute or claim arising out of or in connection with them or their subject matter (including non-contractual disputes or claims of any kind arising directly or indirectly) shall be governed by and construed in accordance with the laws of England and Wales.

15. The courts of England & Wales will have exclusive jurisdiction over any claim arising from, or related to, our goods and services although we retain the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country.

Consumer rights information

16. Any booking that you make with us by phone or online will be subject to The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134) (as amended from time-to-time). We are pleased to provide you with the following information in accordance with those regulations:

a. SGR North Wales & Chester is the trading name of Specialist Glass Repairs North Wales Ltd. Company Number: 11304433, whose Registered Office is: Suite A, 82 James Carter Road, Mildenhall, Suffolk. IP28 7DE.VAT Registration Number: 292133316. Telephone number 03333446606. Mobile 07508 408882.

b. If you are insured, normally you only need to pay us an excess, if applicable. If you wish to pay in full for our work yourself, we will provide you with a quote for our work including VAT. If you intend that your insurer pay us the balance above the excess for our work and you are VAT registered, we are instructed by your insurer to ask you to pay the applicable VAT on our charges.

c. Where you make a claim under your insurance and we have received the relevant information from your insurer, we will advise you of the excess we believe you are required to pay and will claim the balance of our fee from your insurer.

d. Where we have been unable to validate your policy details in advance of providing our services to you, we shall rely on the information that you provided to us. We reserve all our rights to recover payment for our services in all circumstances including without limitation where information you have provided to us was incorrect regardless of whether you are at fault.

e. We make no additional charge for delivery of our services. We accept payment over the telephone using most major debit cards other than Diner’s Club and American Express. We also accept business/company and personal cheques and cash. We will offer you a receipt for any cash payments.

f. We will provide our service to you by appointment at a location agreed between us.

g. Our contract with you is for the supply of vehicle glass repair services. Normally, under the Regulations, if you are a consumer, you will have a right to cancel our contract for 14 working days counting from the day after our contract with you was formed. When we are given the keys to your vehicle, we shall understand that to be your express consent to begin our work on your vehicle. Usually, that means we will have begun our work before the end of the usual cancellation period. Your cancellation rights under the Regulations will end when that work starts. You may cancel your appointment and receive a full refund of any monies that you have paid to us at any time before we commence repair or replacement work on your vehicle. To cancel our service, please call us, contact us via our website or tell our technician before he starts work on your vehicle. We do not require you to complete any special form to cancel your appointment. We recommend that the easiest way to cancel your appointment is to call us on 07508 408882 or 03333 446606. We reserve all rights to recover payment for our service in circumstances where you attempt to cancel your appointment or require us to cease work on your vehicle after our work has commenced.

h. The only language offered by us for any contract is English.

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