Business Terms and Conditions

These are the terms and conditions of business between New Again Ltd. and our customers.

Updated 14 September 2024

Explanation of terms in this agreement:

  • 'Price List' means the then-current list of prices for the various services provided by us from time to time and advised to you.
  • 'The Services' means the vehicle valeting services selected by you from those offered by us from time to time.
  • 'The Cleaning Process' means the vehicle valeting services selected by you from those offered by us from time to time.
  • 'The vehicle' means any car, van, commercial vehicle, motorcycle, caravan, or any other form of transport accepted by us.
  • 'We' and 'Us' means New Again Limited.
  • 'You' means the customer we make this agreement with, including any person we reasonably believe is acting with the customer's authority or knowledge.

Terms of Business

  1. Upon booking, a non-refundable booking fee of £50 is required. This fee will be deducted from your final bill upon the completion of the work. The £50 booking fee is non-refundable under any circumstances, including cancellation of the booking. We allow up to two date changes for your booking, as well as the option to transfer your booking to another vehicle. To make any changes, we require a minimum of 48 hours' notice prior to the scheduled booking date. Any requests for changes made within 48 hours of the appointment will not be accommodated.
  2. Some work requires parts ordered in advance. For these, we take full payment instead of the booking deposit. In the event of cancellation, we would do our utmost to recover the parts' cost from the suppliers. Some suppliers require a handling fee which would be deducted from the balance, plus our handling charge.
  3. We require two contact numbers for booking. We need the second one for emergencies. We do not share or sell your data.
  4. We will perform the services selected by you from our customer service options. We will use all reasonable skill and care in performing the services.
  5. We will use all reasonable endeavours to complete the services by the time and day we have stated that the services should be performed by.
  6. In the event that we cannot complete the services on the designated day, we will seek to contact you and arrange for the services to be completed on the soonest available subsequent day. However, we will not accept liability for failing to perform services on time or not at all.
  7. We will endeavour to take all reasonable care of your vehicle while it is in our possession. If we cause actual physical damage to your vehicle resulting from our negligence, we will, at our option, either fix the damage or pay reasonable compensation for such damage. However, we will not be liable for:
    1. Damage or loss to you or your vehicle resulting from acts of third parties who are neither employees nor agents.
    2. Damage or loss to your vehicle if you do not collect the vehicle by the time agreed.
    3. Damage or loss to your vehicle caused by lightning, flood, severe weather, fire or explosion, civil disorder, war, military operation, national or local emergencies, anything done by Government or other competent authority, or industrial disputes of any kind.
    4. Consequential loss to you or your vehicle resulting from a default on our part.
    5. Loss or damage to you or your vehicle caused by us attributable to defects, damage or weaknesses in your vehicle which were not disclosed to us by you (irrespective of whether such defects were known to you). Other than liability for death or personal injury arising out of our negligent acts or omissions.
  8. You must disclose to us all defects, damage or weaknesses in your vehicle known or suspected by you, which may be affected by the services prior to commencing the work process.
  9. Your vehicle is covered by our own comprehensive insurance whilst in our care; however, should something unusual happen, then your insurance may have to cover you.
  10. You will pay us for performing the services at the price set out in our price list.
  11. You shall pay us in full before you collect your vehicle. We shall be entitled to a lien over your vehicle, entitling us to retain it and not release it until you have made payment in full to us. Your vehicle will remain with us, at your risk, until any such late payment is made. Storage will be charged at our standard rates.
  12. If any amount remains unpaid on its due date, we shall be entitled to charge interest on such unpaid amount at a rate of 4% per month until payment in full has been made.
  13. If a customer leaves their car with us for an estimate or inspection and we cannot reach them for approval, or approval has been declined, we allow three days from the time of the estimate and then we charge for storage. Fees are listed on our car storage services page. Similarly, we allow three days of free storage after the date of completion of the work or the date of the first estimate.
  14. You will be liable to us for any death, injury or damage suffered by us or our staff attributable to any content/defect in your vehicle or harmful contents.
  15. It should be noted that polish and other cleaning products can be slippery, and extreme caution should be exercised when collecting your vehicle. We accept no liability whatsoever for loss or damage caused by failing to heed this warning.
  16. Old or non-original paintwork can be damaged by the cleaning process. All such defects should be indicated to our staff prior to the commencement of the cleaning process.
  17. Child seats must be refitted by you; we will not be able to refit seats under any circumstances.
  18. Engine bay and manufacturer's warranty wax can be removed at your request and your risk. Please check with your dealer to ensure that your vehicle's engine and ancillary components are safe to steam clean and advise us of any alarms, immobilisers, or other electronic components fitted, prior to commencement of the cleaning process.
  19. No liability will be accepted for damage to polished metal finishes that are not protected by a lacquer unless we are made aware of this prior to the commencement of the cleaning process.
  20. You confirm that you have a spare key for the vehicle and that we shall not be liable for loss or damage caused to you or your vehicle by our losing the keys or locking them inside the vehicle.
  21. Older cars may have weaker plastics, and we agree to provide the services totally at your risk in respect of vehicles over four years old.
  22. Our determination of the size category of your vehicle with regard to the price list shall be final and binding.
  23. By instructing us and agreeing to our terms and conditions, you are agreeing to pay us on an hourly rate for our labour as well as the fixed service prices outlined on our website and as listed on our system. Parts prices and VAT will be added where applicable. These are freely available on request. For repairs, ordering parts and liaising with parts departments, collection and delivery are included in our hourly rates.
  24. Although we guarantee repairs for three years, we cannot guarantee a car to be completely waterproof. If a car lets in water again, we can check our system and see what has been charged for and then investigate whether the repairs have been successful. If the repair is faulty, we will, with our apologies, rectify the problem.
  25. If the repairs carried out are still watertight but more investigation work is required, we will happily do this, but all work will be charged accordingly.
  26. We define a leak as the point of ingress.
  27. During a water leak diagnosis, we will track the leak to the panel, part, or unit. Examples would be a light unit, windscreen, or door membrane. Greater accuracy than this would require dismantling or removing parts or units, which would be part of the repair process.
  28. If your car has a water leak, this means there will be water in your car. Water can condensate as well as move around into all kinds of different items in the car, causing potential damage. Some of this damage may not be initially obvious and may reveal itself over time. For example, a seatbelt retraction unit can be completely submerged yet still work; however, corrosion later down the line can cause it to malfunction. An electronic box may be located a long way away from the source of the water, but the unit can have condensation which could cause it to corrode later on. New Again only takes responsibility for work we have specifically been tasked to undertake. We accept no responsibility for damage or malfunction caused by water ingress.
  29. We cannot take responsibility for any water damage that has been caused by a leak that has not been repaired by us in the past, present, or future.
  30. Water ingress causes corrosion/rust and can cause damage to electrical systems, which might not present immediately. Therefore, New Again cannot be held responsible for any electrical problems or issues caused by corrosion, past, present, or future.
  31. During a Water Leak Inspection/Diagnosis, sometimes we are unable to pinpoint a leak exactly for the following reasons:
    1. The area might be blocked by fittings such as the dashboard, which would take many hours to remove and replace.
    2. Access is blocked by fittings that have been glued, sealed, or welded in place during a previous attempt at repair.
    3. Fixings have rusted solid, and it would cause damage to remove them.
    4. On older cars, parts have perished, and replacement parts might not be readily available or unobtainable.
    5. It becomes apparent that the cost of repair would be uneconomical.
    These circumstances are beyond the scope of an inspection.
  32. We offer a free drying service for cars we have previously repaired. This is at our discretion and only applicable if you have had the work done as advised on the first visit or subsequent visits. We will dry cars that are still leaking but cannot be held responsible for leaks due to work not carried out by us, e.g. if we recommended a windscreen be refitted or air conditioning repaired. In these cases, the customer should attempt to seek redress from the third-party repairer. We recommend you ask them to compensate you for any additional costs, and in our experience, in most cases, they will.
  33. All our repairs, as well as bodyshop repairs, are guaranteed for three years or 36,000 miles unless stated otherwise. However, it is the nature of our business to look for compromises without cover-ups (please see our code of conduct), so we cannot be held accountable to anyone else’s standards. Our guarantee is transferable in line with the BVLRA standard, and we do offer the facility to upgrade to the next option of repair, only paying the cost of the upgrade. Meaning if you had a panel repaired at a cost, e.g. £100, then if the new panel cost were £300, then you would only pay £200 to get the upgrade. This upgrade offer is only available for thirty days from the original invoice date.
  34. If anyone is going to pay on your behalf, ensure they show who they are paying for. We will need authorisation and verification by phone. The full payment of our invoice must be made in full before the vehicle is released.
  35. Please note, not all stains can be removed, and results might vary.
  36. The customer is responsible for fuel costs should the vehicle need to be collected, delivered, or driven to have other services carried out. E.g., taken to the body shop.
  37. While interior detailing can help with odours, we offer no guarantee that cleaning the interior will remove all odours. We have an odour removal service priced separately.
  38. Interior Detailing does not include smart repairs, repairs to scuffed trim or damaged carpets and fabrics. These services are priced separately.
  39. Exterior detailing and courtesy washes do not include repair to scuffs and scratches or repair of any damage. These repairs are priced separately.
  40. While we guarantee all our work, we cannot be responsible for blocked drainage pipes, channels, and gutters becoming reblocked.
  41. Hydrophobic coatings will cause water to bead up when freshly applied; however, this effect decreases over time due to dust and dirt breaking the surface tension. This does not indicate that the coating has worn off.

Estimates

All prices provided are estimates and should not be considered final quotations. The actual cost of a job may change once work begins, as unforeseen issues or additional requirements may arise. Should any changes to the initial estimate be necessary, we will promptly inform the customer and provide an updated cost for approval before proceeding. The customer will have the option to accept or decline any changes. Please note that we charge a £50 fee for providing an estimate, which will be fully refunded upon completion of the work. Storage fees may apply - see storage conditions above.

Payment

Although we take a booking deposit over the phone, the balance would need to be paid at our counter or by bank transfer. If you pay by bank transfer, you must call us and confirm our bank details to avoid fraud. We cannot be held responsible for a payment which we do not receive.

For larger projects, we may require partial payments, payments for parts, or a pay-as-you-go arrangement.

Please note if you are changing or cancelling a booking, please call us as we currently arrange our bookings by phone.

Thank You For Choosing New Again.

Call us on 01245 350035, we would be happy to help.

Guarantee

We only use the highest quality materials - the best paints, primers and lacquers. We don't cut corners and inspect all work to ensure that it is carried out to the highest standards. That’s why we are able to offer a three-year guarantee on all our smart repairs against flaking, peeling, crazing, staining, yellowing, fading, and discolouration.

Transferable Guarantees
All New Again repairs come with a three-year guarantee* and the guarantee is transferable in accordance with BVRLA guidelines. This means the guarantee is tied to the car and if the car is transferred to another owner, the guarantee is still valid.

* We are unable to guarantee repairs on some older cars where required OEM or suitable alternative parts are no longer available.

30 Day Money Back Guarantee
Some marks, scuffs and dents are difficult to remove - and we may not be able to remove them completely. But we are willing to try if you will let us! If we are unable to make an 80% improvement, then we will not charge you. If we can make an 80-95% improvement, but you feel that you just can't live with the imperfection, and need a repair & paint at a car body repair shop, then we will give your money back - all you have to do is show us proof that you had a body shop repair within 30 days and we will give you a full refund.

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