Booking Policy

1. Making a booking

A website, telephone, email or social-media enquiry is a request only. Your booking is confirmed when Wheelers Automotive accepts it and confirms the agreed date or attendance window, scope of work, price or charging basis, and any advance payment required.

You must provide accurate contact and vehicle information and tell us about relevant modifications, known faults, security systems, locking-wheel-nut keys, access restrictions and safety concerns.

2. Parts paid upfront

Where parts are required, we may ask you to pay some or all of their price before the booking. The amount and parts covered will be stated in the quotation or booking confirmation. By paying, you authorise us to order those parts for your vehicle.

An advance payment for parts is applied to your final invoice. It is not automatically forfeited if you cancel. Any amount we retain must be fair and reflect losses or costs that we have genuinely incurred because of the cancellation.

If you cancel before parts are ordered

We will refund the parts payment in full.

If you cancel after parts are ordered

We will try to cancel the supplier order, return the parts or resell them where reasonably possible. We may deduct genuine, evidenced and unrecoverable costs such as supplier cancellation charges, delivery charges, return postage, restocking fees, loss in resale value, or another direct loss caused by the cancellation. We will provide a reasonable explanation of any deduction.

Special-order or vehicle-specific parts

Some parts may be specially ordered, programmed, painted, modified, imported or otherwise specific to your vehicle and may not be returnable or reasonably resalable. We will tell you before payment where we know this applies. A refund may be reduced by the genuine unrecoverable cost, but we will not impose an excessive charge or automatically keep more than our actual loss.

If we cancel and cannot offer a suitable alternative, we will refund any unused advance payment, including amounts for parts we can cancel, return or use elsewhere.

3. Cancelling or changing a booking

Please contact us as soon as possible by calling 07584 100680 or emailing info@wheelersautomotive.uk. We ask for at least 48 hours’ notice where reasonably possible.

We do not impose an automatic penalty merely because notice is late. For a late cancellation or missed appointment, we may charge a reasonable amount limited to the direct loss caused—for example, a disclosed mobile call-out allocation, non-recoverable parts cost or workshop time that we could not reasonably refill. We will take reasonable steps to reduce our loss.

We may rearrange a booking because of staff illness, parts delays, unsafe conditions, weather affecting mobile work, or another event outside our reasonable control. We will contact you promptly and offer a new time or an appropriate refund.

4. Bookings made remotely or away from our premises

If you are a consumer and enter into a contract online, by phone, by email, or away from our business premises, you will generally have a statutory 14-day cancellation period, subject to legal exceptions and the nature of the contract.

If you ask us to begin services or order parts during that period, we may ask for your express request to start early. If you then cancel, you may have to pay a proportionate amount for services already supplied and genuine costs already incurred. If a service has been fully performed during the cancellation period following your express request and acknowledgement, the statutory right to cancel that service may end.

Some genuinely personalised or bespoke goods can be exempt from cancellation rights. A standard part is not treated as bespoke merely because we ordered it for your booking. Your statutory rights are not affected.

5. Estimates, diagnosis and additional work

An estimate is our good-faith assessment based on the information available and may change if inspection or dismantling reveals further faults. A fixed quotation applies only to the stated work and assumptions.

Diagnostic time may be chargeable even when a fault is not immediately found or you decide not to proceed with a repair. We will explain the charging basis before starting. We will obtain your approval before carrying out material additional work or ordering additional chargeable parts, except where urgent action is reasonably necessary to prevent immediate danger or damage and it is not reasonably possible to contact you.

6. Mobile mechanic appointments

You must provide a safe, lawful and reasonably accessible place for the work, with enough space around the vehicle. The vehicle must not be positioned somewhere that would expose our technician or others to avoidable risk. We may stop or rearrange work if conditions are unsafe, access is inadequate, the weather makes the work unsafe, or the repair requires workshop equipment.

Any mobile call-out or diagnostic charge will be explained before confirmation. If the vehicle is not present, accessible or as described, a reasonable charge may apply to cover the wasted journey and time.

7. Completion and payment

Unless agreed otherwise, the balance is due when work is completed and before the vehicle or keys are released. We will provide an invoice describing the work and charges. Replaced parts may be disposed of unless you ask us in advance to retain them, subject to safety, warranty return and environmental requirements.

8. Problems, warranties and statutory rights

Services must be carried out with reasonable care and skill, and supplied goods must meet applicable legal standards. Nothing in this policy limits your statutory consumer rights or any liability that cannot legally be limited.

If you believe there is a problem, contact us promptly and give us a reasonable opportunity to inspect it. Any parts or workmanship warranty will be stated on the invoice or booking confirmation and is additional to your statutory rights.