Terms & Conditions

​​​These are the Terms & Conditions of The Car Concierge Ltd.

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

These Terms and Conditions ("Terms"), along with our Privacy Policy, Guarantee Policy, and Vehicle Care & Transit Policy, form the entire legal agreement between you ("the Customer", "you", "your") and The Car Concierge Ltd. ("we", "us", "our"), a company registered in England and Wales under company number 13313171.

By confirming a booking with us, you acknowledge that you have read, understood, and agree to be bound by these Terms.

1. Definitions

  • Services: The facilitation and coordination of vehicle maintenance and customisation, including quoting, booking, and managing the collection, transit, and delivery of your vehicle.

  • Authorised Vendor: An independent, accredited third-party specialist who performs the physical work on your vehicle.

  • Super Valet: A trained, vetted, and insured driver contracted by us to collect, transport, and deliver your vehicle.

  • Booking: A confirmed request for Services after you have accepted a Quote.

  • Quote: A cost estimate for the requested work, valid for a specified period.

2. Our Role as a Facilitator

Crucial Information: The Car Concierge Ltd. acts as a facilitator and agent. We do not perform the physical repair, maintenance, or customisation work on your vehicle. All work is subcontracted to and performed by our network of Authorised Vendors. Our role is to provide the Services that connect you with these vendors and manage the process on your behalf.

3. Quotes, Bookings, and Price Adjustments

  • Quotes: All Quotes are valid for 7 days from the date of issue.

  • Price Subject to Inspection: Due to the complex nature of vehicle work, all Quotes are subject to a final physical inspection by the Authorised Vendor. If the vendor determines that additional work is required or the vehicle's condition differs from the information provided, the price may change.

  • Revised Quote Approval: If the price changes, we will notify you immediately with a revised Quote. Work will not proceed until you have approved this new Quote. If you do not approve the revised Quote, we will return your vehicle to you at no charge.

  • Booking Confirmation: A Booking is confirmed once you accept our Quote.

4. Payment Terms

  • Payment Due Date: Full payment is due within 7 days of the invoice date. The invoice will be issued upon satisfactory completion of the work and delivery of your vehicle.

  • Payment Methods: Payment can be made through the secure payment link provided on your invoice, which accepts major credit/debit cards and other digital payment methods.

  • Late Payment: If an invoice is not paid within the 7-day period, a late payment fee of £25 will be applied. We reserve the right to take further action to recover the debt, including instructing debt collection agencies, and you will be liable for all associated costs.

5. Cancellations and Amendments

  • Cancellation by You: You may cancel your Booking free of charge up to 48 hours before the scheduled collection time. If you cancel within 48 hours of the collection time, a cancellation fee of £25 will apply.

  • Amendments by You: You may request to change the collection or delivery date up to 48 hours before the scheduled collection time, subject to availability. Any change requests made within 48 hours will incur an administration fee of £25. To change the scope of services in a confirmed Booking, you must cancel the original Booking and create a new one.

  • Cancellation by Us: We reserve the right to cancel a Booking for any reason (e.g., vendor unavailability). If we cancel your Booking, you will not be charged.

6. Your Obligations and Warranties

  • Accurate Information: You warrant that all information you provide about your vehicle, its history, and its condition is true, accurate, and complete. The validity of our insurance coverage and your Guarantee is dependent on this. Failure to disclose essential information (e.g., previous accident damage, existing faults) may void your Guarantee and our insurance coverage for any related claims.

  • Vehicle Insurance: You warrant that your vehicle is and will remain insured to at least the minimum level required by UK law for the duration of the Booking.

  • Authority: You warrant that you are the legal owner of the vehicle or have the full authority of the legal owner to enter into this agreement.

  • Roadworthiness: You are responsible for ensuring your vehicle is in a safe and roadworthy condition (valid tax and MOT) at the time of collection. If our Super Valet determines the vehicle is not roadworthy, we will refuse collection and a call-out fee of £50 + VAT will be charged.

7. Intellectual Property and Marketing

  • Ownership of Designs: If you provide a design for custom work, you retain ownership of it. If we or our Authorised Vendor create a design, it remains our/the vendor's property until the invoice for the work is paid in full, at which point ownership transfers to you.

  • Use of Images: We reserve the right to take and use photographs and videos of your vehicle (before, during, and after the work) for our marketing and promotional purposes. You are automatically opted-in to this. If you do not wish for your vehicle's images to be used, you must opt-out by emailing us at customersupport@thecarconcierge.co.uk.

8. Liability

  • Our Liability: Our liability is limited to the Services we provide directly. In the event of any claim arising from a failure in our facilitation Services, our total liability to you is strictly limited to the total amount you paid us for those Services.

  • Vendor Liability: The Authorised Vendor is responsible for the quality and integrity of the physical work they perform, as set out in our Guarantee Policy.

  • Exclusion of Consequential Loss: We are not liable for any indirect or consequential losses, such as loss of income, loss of use of the vehicle, or costs incurred from delays.

  • Force Majeure: We are not liable for any failure or delay in performing our obligations where such failure or delay results from any cause that is beyond our reasonable control, including but not limited to acts of God, extreme weather, traffic disruption, strikes, or vendor closure. In such an event, we will notify you and work with you to arrange a new timeline at no additional cost.

9. Suspected Criminal Activity

If, while your vehicle is in our care, we have reason to believe it is stolen, linked to criminal activity, or has been tampered with in a way that suggests illegal activity, we reserve the right to report our suspicions to the relevant authorities and cooperate fully with any law enforcement investigation, including allowing the seizure of the vehicle. In such an event, the full balance for any services rendered will remain due.

10. Complaints and Dispute Resolution

  • Initial Complaint: If you have a complaint, please contact us first at customersupport@thecarconcierge.co.uk. We will acknowledge your complaint and aim to provide a formal response within 7 working days.

  • Dispute Resolution: If we are unable to resolve your complaint to your satisfaction, we may agree to refer the dispute to a third-party alternative dispute resolution (ADR) provider.

  • Governing Law: This agreement and any dispute arising out of it shall be governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute.

11. General

  • Incorporation of Policies: Our Privacy Policy, Guarantee Policy, and Vehicle Care & Transit Policy are all incorporated into these Terms by reference.

  • Entire Agreement: These Terms and the policies they reference constitute the entire agreement between you and us, superseding all prior discussions, correspondence, or agreements.

  • Assignment: We reserve the right to subcontract our obligations to our network of Authorised Vendors and Super Valets. You may not assign or transfer your rights under this agreement to any other person.

  • Severability: If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

  • Waiver: If we fail to enforce any term of this agreement, it will not be considered a waiver of our right to enforce that term in the future.