Guarantee Policy

​​​This is the Guarantee Policy for The Car Concierge Ltd.

Our registered office is at 85 Great Portland Street, First Floor, London, W1W 7LT.

1. Our Commitment to Quality

At The Car Concierge Ltd. ("we", "us", "our"), we are dedicated to providing a seamless, high-quality experience for all your vehicle maintenance and customisation needs. We act as your trusted facilitator, connecting you with our network of accredited, professional vendors ("Authorised Vendors") who perform the specialist work on your vehicle.

This policy outlines our dual-guarantee structure, which covers both our facilitation service and the workmanship of our Authorised Vendors. This is in addition to your statutory rights under the UK Consumer Rights Act 2015.

2. Our Dual-Guarantee Structure

Our guarantee is broken into two parts to give you complete peace of mind:

Part A: The Car Concierge Service Guarantee

This covers the services we provide directly to you:

  • Accurate Coordination: Ensuring the services you request are accurately communicated to our Authorised Vendors.

  • Professionalism & Support: Providing responsive, professional customer support throughout the process.

  • Claims Facilitation: Managing any guarantee claims with the responsible vendor on your behalf, so you only ever have to deal with us.

Part B: Authorised Vendor Workmanship Guarantee

Each of our Authorised Vendors provides a guarantee covering the quality of their workmanship, including the labour and any parts they supply. We ensure all vendors in our network meet our quality standards, and we manage this guarantee process for you.

3. Guarantee Periods by Service Type

The guarantee period for workmanship varies by the type of service performed. The period begins on the date your service is completed and the vehicle is returned to you.

  • Bodywork & Restoration (e.g., Panel Replacement, Rust Treatment, Chassis Alignment): 24 Months

  • Vinyl Wrapping & Protective Films (e.g., Full/Partial Wraps, Dechroming, Paint Protection Film (PPF)): 12 Months

  • Alloy Wheel Services (e.g., Alloy Refurbishment, Diamond Cutting, Powder Coating, Crack Welding): 12 Months

  • Custom Body & Interior Work (e.g., Body Kits, Custom Upholstery, Starlight Headliners, Roll-Cages): 12 Months

  • Performance & Technology (e.g., Exhaust/Brake/Suspension Upgrades, ECU Remapping, Audio & Camera Installs): 12 Months on Labour. Parts are covered by the manufacturer's warranty, which we will facilitate for you.

  • Auto Detailing Finishing (e.g., Machine Polishing, Ceramic Coating, Headlight Restoration): 6 Months

  • General Maintenance & Consumables (e.g., Tyre Services, Basic Detailing (Wash, Wax), Fabric Protection, Odour Removal): Satisfaction Guarantee. We guarantee you will be satisfied with the finish upon delivery. Any issues must be reported within 24 hours of receiving your vehicle.

If a service you received is not listed, a standard 12-month workmanship guarantee applies. Your invoice will specify the exact guarantee period for each service.

4. How to Make a Claim

You must always contact The Car Concierge first to initiate a claim. Do not contact the vendor directly, as this may void your guarantee. Our concierge team is here to handle everything for you.

To make a claim, please follow these steps:

  1. Contact Us Promptly: Notify us within 30 days of discovering an issue by emailing our claims team at orders@thecarconcierge.co.uk.

  2. Provide Information: In your email, please include your full name, phone number, vehicle registration number, original Order Number, a clear description of the issue, and clear photos and/or videos showing the problem.

  3. Initial Assessment: Our team will conduct a photo-based assessment of your claim to determine the next steps.

  4. Physical Inspection (If Required): If the issue cannot be assessed from photos, we will arrange for a Super Valet to collect your vehicle and transport it to the original Authorised Vendor for a physical inspection. We will coordinate this at a time that is convenient for you.

  5. Resolution: We will communicate the outcome of the assessment to you and, if the claim is approved, we will coordinate the remedy with the vendor.

5. What is Covered by the Guarantee

  • Defects in Workmanship: Faults or issues directly resulting from the labour performed by our Authorised Vendor.

  • Defects in Materials: Faults in the parts or materials supplied and fitted by our Authorised Vendor (e.g., peeling vinyl, paint defects, faulty electronic components).

6. What is Not Covered

  • Normal Wear and Tear: Gradual deterioration of parts and finishes due to normal vehicle use (e.g., minor stone chips on a new wrap, tyre wear).

  • Accidental Damage, Misuse, or Neglect: Any damage caused by an accident, improper maintenance (e.g., using harsh chemicals on a ceramic coat), or failure to follow aftercare advice.

  • Third-Party Work: Any modifications, repairs, or alterations performed by anyone not arranged by The Car Concierge Ltd.

  • Damage in Transit: Damage caused to your vehicle during collection or delivery by our Super Valets is not covered by this guarantee. Such incidents are handled separately by our transit insurance policy. We conduct detailed condition reports at every handover point to ensure accountability.

  • Pre-existing Conditions: Any issues that were noted on the vehicle condition report prior to the work commencing.

7. Our Promise & Remedies

If your claim is approved under the Authorised Vendor Workmanship Guarantee, we will coordinate one of the following remedies at no cost to you:

  1. Repair or Re-performance: We will arrange for the original Authorised Vendor to correct the defective workmanship or repair the faulty part.

  2. Replacement: If a repair is not possible, we will arrange for the replacement of the defective part or a re-application of the finish.

  3. Refund: In the rare event that a repair or replacement is not feasible, or if the work fails after a previous repair attempt, we will offer a partial or full refund for the specific portion of the service that was defective. If all areas of the work are affected, a full refund for the service will be provided. We will then recover these costs from the vendor on your behalf.

Our liability under this guarantee is limited to the original purchase price of the specific service that is subject to the claim.

8. Complaints

We aim to provide an exceptional service. However, if you are not satisfied with the outcome of your guarantee claim or any other aspect of our service, please contact our customer support team at customersupport@thecarconcierge.co.uk so we can resolve the issue.

9. Amendments

This policy may be updated from time to time. The version of the guarantee policy that was active on your service completion date will apply to your booking.