DrivenByDetail — Terms and Conditions

Effective date: 29 August 2025

These terms apply to bookings made with DrivenByDetail Ltd, trading as DrivenByDetail. Please read them before confirming a booking. If there is anything you do not understand or do not wish to accept, please contact us before booking.

Nothing in these terms affects your statutory rights.

Key booking information

This summary highlights the terms most likely to affect your booking. The full terms below still apply.

• A booking is not secured until we have accepted it, received any required booking payment and sent confirmation.

• Unless your booking confirmation states otherwise, a 50% deposit is required and the remaining balance is due when the work is completed and before the vehicle is collected or returned.

• Please give at least 48 hours’ notice if you need to cancel or reschedule. With less notice, we may retain or charge an amount reflecting the reasonable loss caused by the cancellation, including reserved time that we cannot refill, travel already undertaken and non-recoverable materials.

• Quotations are based on the vehicle information, photographs and condition disclosed to us. We will obtain your approval before carrying out additional chargeable work.

• Detailing, paint correction and specialist protection improve and preserve a vehicle, but do not guarantee a perfect, defect-free or factory-new result.

• Previous repairs, re-dyed leather, repainted trim, weak paint, poor previous workmanship and other hidden or unstable finishes must be disclosed where known. Some may not be visible until careful cleaning or treatment begins.

• Where a ceramic coating is described as a seven- or ten-year coating, that duration applies to the paint coating only unless the confirmed quotation expressly says otherwise. Glass, wheels, leather and other surfaces have separate expected durability periods.

• Consumers booking online, by telephone, by email or away from our premises may have a statutory 14-day cancellation right. If you ask us to start during that period, a separate express request may be required.

1. About us

These terms apply to services supplied by DrivenByDetail Ltd, trading as DrivenByDetail (referred to as “DrivenByDetail”, “we”, “us” or “our”).

• Company number: 16377275

• Trading address: 3 Tasmania Way, Eastbourne, BN23 5PA

• Email: ben@drivenbydetail.co.uk

• Telephone: 01323 692026

• Website: https://drivenbydetail.co.uk

• Privacy Notice: https://drivenbydetail.co.uk/privacy-policy/

By accepting a quotation, confirming a booking, ticking the booking-system acceptance box, making a booking payment or asking us to begin work, you agree to these terms. The version supplied or made available when your booking is accepted will apply to that booking.

2. Definitions

In these terms:

• Customer means the person or business booking, authorising or paying for the service.

• Consumer means an individual purchasing services mainly for personal use rather than for business purposes.

• Vehicle includes a car, van, motorcycle or other vehicle accepted by us.

• Service means any valeting, detailing, deep cleaning, maintenance cleaning, paint correction, ceramic coating, paint protection film (PPF), vinyl, de-chrome, window tint or related work agreed with us.

• Studio service means a service carried out at our premises.

• Mobile service means a service carried out at the customer’s home, workplace or another agreed location.

• Maintenance customer means an existing customer whose vehicle has previously received an eligible detailing, ceramic coating, paint correction, PPF or deep-clean service and has been accepted onto our maintenance programme.

• Booking payment means any deposit, advance material payment or full payment required to reserve an appointment.

• Confirmed quotation means the quotation, proposal, booking summary or other written confirmation describing the service, price, vehicle, location and any specific inclusions or exclusions.

3. Quotations, bookings and contract formation

3.1 An enquiry, provisional date, quotation or automated booking request does not by itself guarantee an appointment.

3.2 A contract is formed when we accept the booking and confirm it after receiving any required booking payment, unless we expressly confirm a different arrangement in writing.

3.3 Quotations are valid for seven days unless the quotation states otherwise. They are based on the information, photographs and vehicle condition disclosed to us.

3.4 The agreed service, price, location, approximate duration and any important inclusions or exclusions will be shown in the confirmed quotation. Service-specific wording in the confirmed quotation forms part of the contract.

3.5 You must provide accurate information about the vehicle’s make, model, size, condition, modifications, existing protection and the work required. If the vehicle is materially larger, dirtier or in a different condition from that described, we may recommend a different service or additional work.

3.6 We will explain any material change in scope or price and obtain your agreement before carrying out additional chargeable work. You may decline the additional work, although reasonable charges may still apply for work, inspection, travel or materials already properly supplied or incurred.

3.7 Obvious pricing or description errors do not bind us. If we discover an obvious error before work begins, we will explain it and allow you either to confirm the corrected booking or receive a refund of payments made for services not supplied.

3.8 Consumer-facing prices include VAT where VAT is applicable. Any VAT treatment applicable at the time of the confirmed booking will be shown in the price charged.

4. Booking payments, materials and final balance

4.1 Unless the confirmed quotation states otherwise, a deposit equal to 50% of the agreed service price is required to secure the booking. The deposit is part-payment towards the agreed price and will be deducted from the final balance. For some services we may instead require a different deposit or payment in full; this will be stated before you confirm the booking.

4.2 For services requiring bespoke, pre-cut or specially ordered PPF, vinyl, tint film, parts or other materials, we may also require payment of the relevant material costs before ordering. We will identify these costs before the order is placed.

4.3 An appointment is not secured until the required booking payment and any agreed advance material costs have been received and the booking has been confirmed by us.

4.4 Bespoke, pre-cut, personalised or specially ordered materials may become non-refundable once they have been ordered, produced or cut, where this was clearly explained before the order was placed and to the extent permitted by law.

4.5 The remaining balance, together with any additional charges approved by you, is due when the service is completed and before the vehicle is collected or returned, unless different payment terms have been agreed in writing.

4.6 To the extent permitted by law, we may retain possession of a vehicle until cleared payment of sums properly due for the completed work has been received. This does not allow us to retain a vehicle for a genuinely disputed amount without considering the circumstances reasonably.

5. Statutory consumer cancellation rights

5.1 If you are a consumer and the contract is concluded online, by telephone, by email or away from our business premises, you will normally have a statutory right to cancel the service contract within 14 days without giving a reason, unless an exception applies.

5.2 For a service contract, the statutory cancellation period normally ends 14 days after the day on which the contract is formed.

5.3 If you want us to begin providing the service during the statutory cancellation period, you must expressly request this. We may obtain that request through a separate booking-system checkbox, email or other durable written confirmation.

5.4 If you cancel after expressly requesting that the service begin during the cancellation period, you may be required to pay a reasonable and proportionate amount for the service supplied up to the time you cancel. This applies only where the required information was provided and your express request was obtained.

5.5 If the service is fully performed during the cancellation period following your express request and your acknowledgement that the cancellation right will be lost once the service is fully completed, your statutory cancellation right for that completed service will end.

5.6 Bespoke, personalised, pre-cut or made-to-specification goods or materials may be subject to a statutory cancellation exception. Where relevant, we will identify this before you place the order.

5.7 To exercise a statutory cancellation right, contact us at ben@drivenbydetail.co.uk or write to the address in section 1 and clearly state that you wish to cancel. You may use the cancellation form at the end of these terms, but you do not have to.

5.8 Where a statutory refund is due following cancellation, it will be made without undue delay and within the period required by law, normally no later than 14 days after we are informed of the cancellation.

5.9 These statutory rights are separate from the appointment cancellation policy in section 6. Bookings made entirely at our business premises do not normally carry the same statutory 14-day cooling-off right, although our appointment cancellation policy still applies.

6. Appointment cancellations, rescheduling and non-attendance

6.1 If you cancel or request to reschedule at least 48 hours before the scheduled appointment, we will refund or transfer the booking payment, except for properly disclosed non-recoverable bespoke materials or other costs already incurred at your express request.

6.2 If you cancel with less than 48 hours’ notice, fail to attend, fail to provide the vehicle or prevent the service from taking place, we may retain or charge an amount that reasonably reflects the direct loss caused. This may include reserved labour time that we cannot reasonably refill, administration directly caused by the cancellation, travel already undertaken and non-recoverable materials.

6.3 We will take reasonable steps to reduce our loss, including attempting to refill the appointment where reasonably possible. We will not retain or charge more than our reasonable loss or recover twice for the same loss.

6.4 A request to move an appointment with less than 48 hours’ notice may be treated in the same way as a cancellation if we cannot reasonably refill the original appointment.

6.5 If you arrive late, provide the vehicle late or collect it early, we may have to reduce the scope of the service to the work that can reasonably be completed in the remaining time. We will explain any material effect before continuing where reasonably possible.

6.6 If we cancel and cannot offer a mutually reasonable replacement date, we will refund payments for services not supplied and any recoverable materials not used. We are not responsible for losses that were not reasonably foreseeable when the contract was made.

7. Customer responsibilities and vehicle preparation

7.1 You must:

• ensure the vehicle is safe, roadworthy and reasonably capable of being moved;

• remove valuables, money, documents, medication, fragile items and illegal or hazardous items;

• remove or securely store bulky belongings, boot contents and loose items that would obstruct the work;

• tell us about alarms, immobilisers, dash cameras, trackers, non-standard controls and relevant security features;

• disclose known defects, warning lights, water leaks, loose trim, electrical faults and other issues that may affect the work;

• disclose existing ceramic coatings, PPF, vinyl, matte or satin finishes, resprayed panels, smart repairs, wheel refurbishments and aftermarket modifications;

• disclose, where known, any repaired, re-dyed, recoloured, painted, sealed or refinished leather, vinyl, dashboard, door card, steering wheel, trim or other interior surface; and

• ensure that you are legally entitled to authorise the work.

7.2 Unless agreed in advance, we do not remove or reinstall child seats. Areas obstructed by child seats, belongings or fixed accessories may not be cleaned or treated.

7.3 If you present a vehicle you do not own, you confirm that you have the owner’s or authorised keeper’s permission to approve the work. You are responsible for reasonable losses incurred by us because you did not have that authority.

7.4 We may stop, limit or refuse work where the vehicle or working conditions are unsafe, material information has been withheld, hazardous contamination is present or the requested work creates an unreasonable risk of damage.

7.5 You should ensure that the vehicle contains sufficient fuel or battery charge to be moved where reasonably necessary. You must tell us about any special starting, charging, jacking, locking or shutdown procedure.

8. Studio appointments, drop-off and collection

8.1 Vehicles must be delivered and collected at the agreed times. Completion times are reasonable estimates given in good faith. We will notify you as soon as reasonably possible of a significant delay.

8.2 Customers and visitors must follow safety instructions and must not enter restricted working areas. Children and pets must be kept out of the studio working area.

8.3 If a completed vehicle is not collected within 24 hours after the agreed collection time, a reasonable storage charge may apply. Our current charge is £25 per day. We will tell you before the charge begins unless urgent circumstances make that impracticable.

8.4 If a vehicle remains uncollected, we will make reasonable attempts to contact you and may serve any notice required under the Torts (Interference with Goods) Act 1977. A vehicle will not automatically become our property. Any removal, sale or disposal will take place only where legally permitted and after the required notice.

9. Mobile services

9.1 Mobile services are offered only for services and locations accepted by us. Mobile maintenance is normally available only to eligible existing customers whose vehicles meet our required care standard.

9.2 You confirm that you own, occupy or have permission to use the location where the service will take place. You are responsible for obtaining permission required from an employer, landlord, managing agent, property owner, parking authority or other relevant person.

9.3 You must provide a safe, legal and reasonably level working area with sufficient room around the vehicle and our equipment. We cannot work where doing so would unlawfully obstruct a road or pavement, breach parking rules, expose us to moving traffic or create an unreasonable risk.

9.4 You must disclose before booking any:

• parking charges or restrictions;

• permits or access codes;

• height, width or weight restrictions;

• congestion, clean-air, toll or access charges;

• underground, multi-storey or restricted parking; or

• restrictions on water use, drainage, noise, generators or commercial activity.

9.5 Agreed parking, toll, congestion and access charges may be added to the confirmed price. If undisclosed restrictions prevent the service from taking place, reasonable travel and cancellation charges may apply under section 6.

9.6 The vehicle must be present and accessible at the agreed time. You must provide keys and access where reasonably necessary. If we cannot access the vehicle or begin safely, the appointment may be treated as a late cancellation or failed appointment.

9.7 We normally carry our own water and power unless agreed otherwise. Where you agree to provide water or electricity, you confirm that the supply, socket, tap and connection points are safe, operational and accessible. We are not responsible for failure of a customer-provided supply unless caused by our negligence.

9.8 You must identify fragile surfaces, defective sockets or taps, drainage restrictions and other known property risks before work begins. We will take reasonable care and remain responsible for damage caused by our failure to exercise reasonable care and skill, but not for failure or deterioration caused by a pre-existing defect.

9.9 Children, pets and other people must be kept safely away from our van, machinery, cables, hoses, chemicals and working area throughout the service.

9.10 Mobile services depend on safe weather and environmental conditions. Rain, high winds, lightning, flooding, extreme temperatures, water restrictions or other unsafe conditions may require us to delay, relocate or reschedule the service. If we postpone for safety or quality reasons, your payment will be transferred to a replacement appointment or refunded if we cannot reasonably provide the service.

9.11 Mobile arrival times are estimates and may be affected by traffic, weather and previous appointments. We will tell you about significant delays as soon as reasonably possible.

9.12 You must tell us about site-specific drainage or environmental restrictions. We may adapt, relocate or refuse a service if water runoff or chemical use cannot be managed safely and lawfully.

10. Maintenance Care Plan

10.1 The Maintenance Care Plan is available only to approved existing customers whose vehicle has previously received qualifying ceramic coating, PPF, paint-correction or deep-clean work and is in a condition suitable for maintenance.

10.2 Maintenance appointments are intended to preserve that standard on the agreed four-, six- or eight-week schedule. Unless expressly agreed as a paid subscription, every appointment is a separate booking and remains subject to availability.

10.3 Maintenance pricing assumes that the vehicle remains within the agreed interval and arrives in normal maintenance condition. Heavy soiling, excessive pet hair, staining, sand, mould, biological contamination, building dust, excessive tar or other exceptional contamination is not included unless stated in the confirmed quotation.

10.4 If the vehicle requires substantially more work than the booked maintenance service allows, we will explain the available upgrade, additional time or reset-detail option before continuing. You may decline the additional work, but the booked service may then be limited to what can reasonably be achieved within its agreed scope. Reasonable travel and time already incurred remain payable.

10.5 A recurring schedule does not guarantee the same appointment slot indefinitely. Either party may end unconfirmed future appointments at any time. The 48-hour cancellation policy in section 6 applies to the next confirmed appointment.

10.6 If an agreed interval is repeatedly missed or the vehicle no longer meets the required maintenance condition, we may pause the Care Plan and recommend a chargeable refresh or reset detail before maintenance pricing resumes.

11. Service standards, inspections and realistic results

11.1 We will perform the agreed service with reasonable care and skill, using products, equipment and methods we consider suitable for the disclosed vehicle, surface and work.

11.2 Detailing improves a vehicle’s cleanliness, appearance and protection but does not make every vehicle perfect or return it to factory-new condition. Results depend on age, previous repairs, material condition, paint depth, staining, contamination, use and wear.

11.3 Complete removal of stains, odours, pet hair, sand, mould, scratches, stone chips, etching or other defects cannot be guaranteed. Some defects may be permanent or unsafe to pursue further.

11.4 Cleaning, decontamination and polishing may reveal pre-existing damage concealed by dirt, fillers, wax, oxidation or contamination. Stone chips, lacquer failure, thin paint, poor repairs, loose trim, corrosion, cracked plastics and worn interior materials may become more visible during otherwise careful work.

11.5 We are not responsible for deterioration caused by age, ordinary wear, poor previous work, manufacturing defects, undisclosed damage or a material already being defective or unstable. This does not exclude responsibility for damage caused by our failure to exercise reasonable care and skill.

11.6 If we discover a defect or risk that materially changes the work, we may stop and contact you for instructions. Work already reasonably completed and materials already used remain payable.

11.7 An inspection carried out before or during the service is visual and practical rather than a mechanical, structural or forensic assessment. It cannot identify every hidden defect or previous repair.

12. Paint correction and machine polishing

12.1 Any correction percentage, gloss improvement or defect-removal estimate is a guide rather than a guaranteed result. Results depend on paint type, hardness, thickness, previous repairs, defect depth and safe working limits.

12.2 We will not knowingly remove an unsafe amount of paint or clear coat merely to pursue a cosmetic target. Some scratches, chips, etching, sanding marks or other defects may remain.

12.3 Paint-depth readings and inspection reduce risk but cannot identify every weak, resprayed or poorly repaired area. You must disclose known repainting, smart repairs and bodywork.

12.4 A single-stage or enhancement polish is not equivalent to a multi-stage correction. The service selected and its intended level of improvement will be described in the confirmed quotation.

13. Ceramic coatings and surface protection

13.1 A stated coating lifespan is the manufacturer’s rated potential durability under suitable preparation, use, maintenance and environmental conditions. It is not an unconditional guarantee that every application or treated surface will remain unchanged for the entire stated period.

13.2 A seven- or ten-year coating description applies to the coating installed on the paintwork only, unless the confirmed quotation expressly states otherwise.

13.3 Unless a confirmed quotation or product warranty states otherwise, expected durability for separately protected surfaces is approximately:

• exterior glass protection: two to three years;

• wheel-face protection: two years; and

• leather protection: two to three years.

Fabric protection, trim protection and any other treated surface will have the expected durability stated in the confirmed quotation or relevant aftercare information. Actual durability varies according to use, mileage, abrasion, environmental exposure, washing methods and maintenance.

13.4 Ceramic coatings and surface protectants do not make a vehicle scratch-proof, stone-chip-proof, stain-proof, fireproof or maintenance-free. Water spotting, contamination, swirl marks, staining, wear and accidental damage can still occur.

13.5 Any DrivenByDetail or manufacturer warranty is subject to its separate written warranty conditions. These may include correct aftercare, suitable washing, periodic inspection or maintenance and avoiding automatic or unsuitable third-party car washes.

13.6 Warranty assessment must be carried out by us or another authorised party where required by the warranty. Failure caused by accidental damage, poor washing, environmental fallout, repairs, neglect, abrasion or unsuitable third-party products or services may not be covered.

13.7 You must follow the curing and aftercare instructions supplied with the service. Where instructed, the vehicle must not be washed or treated for the first 14 days. If contamination affects the vehicle during that period, contact us before attempting removal.

13.8 Where a complimentary first maintenance detail is included, it must be requested at vehicle collection or no later than 30 days after the coating application. The appointment will take place on the next mutually available date. It is attached to the coated vehicle, is not exchangeable for cash and does not include correction of damage, excessive contamination or work outside the stated complimentary service.

13.9 Where a complimentary maintenance wash pack is included, its contents and approximate normal retail value will be stated in the confirmed quotation or handover information. If an included product becomes unavailable, we may provide an equivalent product of equal or higher value. The pack has no cash alternative.

13.10 Any warranty or complimentary benefit is in addition to and does not affect your statutory rights.

14. Paint protection film, vinyl and window tint

14.1 PPF, vinyl and window film are installed with reasonable care and skill. Because films are applied by hand to three-dimensional or existing surfaces, minor seams, joins, relief cuts, edges, stretch marks, adhesive disturbance or small imperfections may be visible on close inspection.

14.2 Some moisture, haze, small water pockets or visual disturbance may remain during the settling or curing period. You must follow the supplied aftercare instructions and attend any agreed inspection appointment.

14.3 Existing stone chips, poor paint adhesion, corrosion, resprays, smart repairs, lacquer failure, damaged glass, worn heater elements or unstable surfaces can increase the risk of failure during installation or later removal. We are not responsible for failure caused by an undisclosed, defective or unstable finish unless we failed to exercise reasonable care and skill.

14.4 PPF, vinyl or tint removal is a separate service. Removal does not guarantee that weak, previously repaired or defective paint, trim, glass coatings or heater elements will remain unaffected.

14.5 PPF helps reduce the risk of stone chips and light surface damage but cannot prevent every impact, puncture, edge lift, stain or mark. Vinyl is a cosmetic film and is not equivalent to PPF unless expressly described as protective film.

14.6 We will not knowingly install window film that would make a vehicle unlawful for road use. The customer must tell us about existing film, privacy glass or modifications that may affect the finished light transmission.

14.7 Dot-matrix areas, heater lines, sensors, aerials, tight edges and existing contamination can affect the appearance or adhesion of window film. Reasonable installation characteristics in these areas are not automatically defects.

14.8 Manufacturer warranties apply according to their written terms and are in addition to statutory rights. Installation concerns must first be inspected so that the appropriate remedy can be assessed.

15. Engine-bay, odour and specialist cleaning

15.1 Engine-bay cleaning is cosmetic and is not mechanical maintenance, repair or fault diagnosis.

15.2 You must disclose exposed wiring, electrical faults, modifications, aftermarket intakes, alarms, damaged covers and other known vulnerabilities. We may refuse or limit cleaning where components appear unsafe.

15.3 We are not responsible for a fault arising from a pre-existing defect, poor modification, failed seal or vulnerable component that was not caused by our failure to exercise reasonable care and skill.

15.4 Mould, bodily fluids, needles, pests, animal waste and other biological or hazardous contamination must be disclosed before the appointment. We may stop work and require specialist treatment, additional protective equipment or a revised quotation.

15.5 Odour treatment, steam treatment, extraction or ozone treatment may reduce odours but cannot guarantee permanent removal where the underlying source remains, contamination is inaccessible or materials have been permanently affected.

16. Leather, vinyl, interior trim and previously repaired surfaces

16.1 Leather, vinyl, dashboards, door cards, steering wheels, seats and other interior surfaces may previously have been repaired, re-dyed, recoloured, painted, sealed or refinished. You must disclose any such treatment that you know about before work begins.

16.2 Previous repairs or refinishing may not be visible during the initial inspection. Cleaning products, moisture, light agitation or protective treatments may reveal poor adhesion, colour transfer, cracking, peeling, flaking or failure of an existing repair even where mild products and reasonable care are used.

16.3 We may carry out an inconspicuous test where we consider it appropriate, but a test cannot identify every previous repair or guarantee that the finish will remain stable across the entire surface.

16.4 We are not responsible for lifting, flaking, colour loss, colour transfer or deterioration caused by a pre-existing, undisclosed, aged, defective or poorly bonded repair or refinished surface, provided we exercised reasonable care and skill. We remain responsible for damage caused by our negligence or failure to exercise reasonable care and skill.

16.5 If a surface shows signs of instability, we may stop cleaning that area, limit the treatment or contact you for instructions. Leaving an unstable area untreated will not constitute incomplete performance where further work would create an unreasonable risk of damage.

17. Existing specialist finishes and customer-supplied items

17.1 Existing ceramic coatings, matte or satin finishes, wraps, PPF, resprays, refurbished wheels and other specialist finishes may react differently to chemicals, heat, pressure washing, steam and polishing.

17.2 We are not responsible for failure caused by age, poor installation, undisclosed repairs, existing deterioration or manufacturing defects. We remain responsible where damage is caused by our failure to exercise reasonable care and skill.

17.3 If you ask us to use a customer-supplied product, part, charger, wheel, tool or other item, you accept the risks inherent in defects, incompatibility or incorrect instructions relating to that item. We are not responsible for failure of the supplied item unless caused by our negligence.

17.4 We may refuse to use a customer-supplied item where we reasonably believe it is unsuitable, unsafe, incompatible or likely to compromise the agreed result.

18. Photographs, vehicle records and marketing

18.1 We may take photographs or video before, during and after the service for inspection, quality control, condition records, training, security and handling complaints, insurance matters or legal claims.

18.2 Where reasonably possible, identifying personal information will be minimised. Quality-control and condition records will be retained only as long as reasonably necessary in accordance with our Privacy Notice.

18.3 We will use identifiable images of your vehicle for marketing only where we have an appropriate lawful basis. Where we rely on consent, you may withdraw that consent for future use by contacting us. Withdrawal does not make earlier lawful use unlawful.

18.4 Testimonials or private customer messages will be used in marketing only with permission. Publicly posted reviews may be quoted or linked to where legally permitted, but we will not misleadingly alter their meaning.

19. Personal belongings and lost property

19.1 You are responsible for removing valuables and personal belongings. We are not responsible for loss of belongings left in the vehicle unless the loss was caused by our negligence.

19.2 Items found while cleaning will normally be bagged and left in the vehicle. Hazardous, illegal or unsafe items may be handled differently where required for safety or by law.

19.3 If an item is removed from the vehicle for safe cleaning and accidentally retained, we will make reasonable arrangements for its return. You should contact us promptly if you believe something is missing.

20. Insurance and movement of vehicles

20.1 We maintain insurance appropriate to our operations. Cover remains subject to the terms, conditions and exclusions of the relevant policy.

20.2 You authorise us to move the vehicle within or immediately around our premises or the agreed working location where reasonably required to perform, inspect, secure or store the service.

20.3 We will not road-test or drive the vehicle beyond what is reasonably necessary without permission, except in an emergency or where reasonably required to prevent loss or damage.

21. Payment, overdue amounts and payment reversals

21.1 Payment must be made using an accepted method. The balance is due under section 4 unless different written payment terms have been agreed.

21.2 If an undisputed consumer balance remains unpaid, we may recover reasonable costs and interest where permitted by law. Any administration charge must reasonably reflect the cost caused by late payment and will not be used as a penalty.

21.3 For qualifying business-to-business debts, statutory interest, compensation and reasonable recovery costs may be claimed under the Late Payment of Commercial Debts (Interest) Act 1998.

21.4 If you believe a payment is incorrect, contact us promptly so that we can investigate. A fraudulent or unjustified payment reversal does not remove the obligation to pay sums properly due. We may recover reasonable costs caused by an unjustified reversal where legally permitted.

22. Complaints, inspections and remedies

22.1 Please inspect the vehicle when it is returned or collected. Tell us as soon as reasonably possible if you have a concern, preferably within 24 hours for something immediately visible. Not reporting within 24 hours does not remove your statutory rights.

22.2 You must give us a reasonable opportunity to inspect and, where appropriate, repeat or remedy the affected work before arranging third-party corrective work, unless waiting would be unreasonable or urgent action is necessary to prevent further damage.

22.3 If a service is not performed with reasonable care and skill, remedies available under the Consumer Rights Act 2015 may include repeat performance or an appropriate price reduction. Nothing in these terms restricts those rights.

22.4 Refunds that are due will be processed without undue delay. Where a specific statutory deadline applies, we will comply with it; otherwise refunds will normally be processed within 10 working days, although the payment provider may take additional time to display the funds.

22.5 Knowingly false or fraudulent claims may be referred to the appropriate authorities, and we may seek recovery of losses reasonably caused by fraud. This does not discourage or restrict genuine complaints.

23. Liability

23.1 Nothing in these terms excludes or restricts liability where it would be unlawful to do so, including liability for:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation;

• damage caused by failure to exercise reasonable care and skill; or

• a consumer’s statutory rights.

23.2 We are not responsible for loss or damage that was not reasonably foreseeable when the contract was made or that was not caused by our breach.

23.3 If you are a consumer, we do not accept liability for business losses, loss of profit, loss of revenue or business interruption arising from a service purchased mainly for personal use.

23.4 Nothing in these terms prevents either party from proving the actual loss caused or relying on rights and limitations available under applicable law.

24. Delays and events outside reasonable control

24.1 We are not responsible for delay or failure caused by circumstances outside our reasonable control, including serious illness, accident, fire, flood, extreme weather, government restriction, utility failure, supply disruption, road closure or an unexpected major equipment failure despite reasonable maintenance.

24.2 We will contact you as soon as reasonably possible, take reasonable steps to minimise the effect and offer a replacement appointment where appropriate.

24.3 If the delay becomes substantial and the service has not been provided, you may cancel the affected service and receive a refund for the part not supplied, less any amount lawfully due for completed work or properly disclosed bespoke materials.

25. Conduct and our right to stop or refuse service

25.1 Aggressive, abusive, discriminatory, threatening or unsafe behaviour towards our staff, contractors or other customers will not be tolerated.

25.2 We may refuse, suspend or stop work for a legitimate reason, including unsafe conditions, hazardous contamination, an unsuitable vehicle, abusive behaviour, non-payment, withheld material information or circumstances preventing safe and lawful performance.

25.3 Where we stop work because of the customer’s breach or conduct, work already completed and reasonable losses caused may remain payable. We will not refuse service unlawfully or because of a protected characteristic.

26. Staff, subcontractors and third-party specialists

26.1 We may use suitably skilled staff, subcontractors or third-party specialists to perform all or part of the agreed service.

26.2 Where DrivenByDetail contracts with you to provide the service, we remain responsible for ensuring that it is performed with reasonable care and skill.

26.3 A separate contract may apply where you knowingly contract and pay an independent third-party supplier directly. We will make this clear before that separate arrangement is entered into.

27. Data protection and communications

27.1 We process personal information in accordance with applicable UK data-protection law and our Privacy Notice at https://drivenbydetail.co.uk/privacy-policy/.

27.2 Information may be shared where necessary with providers supporting our bookings, payments, accounting, communications, website, insurance and legal obligations. Our Privacy Notice explains the purposes, lawful bases, retention periods, recipients and your rights.

27.3 We may contact you with information necessary to administer your enquiry, booking, service, aftercare, warranty or complaint.

27.4 Marketing messages will be sent only where permitted by law. You may opt out of marketing at any time without affecting essential service communications.

28. Disputes, ADR and applicable law

28.1 Please raise complaints directly with us first so that we have a reasonable opportunity to investigate and resolve them.

28.2 If a consumer complaint cannot be resolved directly, we will provide information about an appropriate accredited Alternative Dispute Resolution provider where required and state whether we are required or willing to use that provider. Participation in ADR does not remove any right the consumer has to use the courts.

28.3 These terms are governed by the law of England and Wales. If you are a consumer resident elsewhere in the United Kingdom, you retain any mandatory protections and may bring proceedings in the courts available to you under applicable law.

29. General terms

29.1 Entire agreement: The confirmed quotation, booking details, these terms and any specifically agreed written variation form the agreement. Nothing in this clause excludes liability for fraud or prevents a consumer from relying on information or statements that legally form part of the contract.

29.2 Priority of documents: If a confirmed quotation contains service-specific details that differ from a general description in these terms, the confirmed quotation will apply to those service-specific details. Nothing in a confirmed quotation can remove statutory rights.

29.3 Changes: We may update these terms for future bookings. The version accepted when your booking is confirmed applies to that booking unless a change is required by law or you agree otherwise.

29.4 Severability: If a court finds part of these terms unlawful or unenforceable, the remaining provisions will continue to apply.

29.5 No waiver: A delay in enforcing a right does not automatically waive that right.

29.6 Assignment: We may transfer our rights or obligations only where this does not reduce your rights. A customer may transfer the contract with our written agreement, which will not be unreasonably withheld.

29.7 Third-party rights: Unless these terms expressly state otherwise, no other person has a right to enforce them under the Contracts (Rights of Third Parties) Act 1999.

30. Dash-camera supply, installation and related services

30.1 This section applies to the supply, fitting, hardwiring, setup, testing, removal or related support of dash cameras and accessories, including front cameras, rear cameras, interior cameras, memory cards, hardwire kits, 4G modules, power adaptors and app or GPS setup.

30.2 The confirmed quotation will identify the camera model, channel configuration, accessories, installation method, price and any specific inclusions or exclusions. Product photographs, manufacturer’s descriptions and advertised features are subject to the relevant manufacturer’s specifications, software, regional availability and terms.

30.3 Camera and accessory availability may change. If a quoted item becomes unavailable or is found to be unsuitable before installation, we will explain the available alternative or refund payments for equipment or services not supplied, subject to any lawful charge for work, travel or non-refundable materials already incurred and properly disclosed.

30.4 You must provide accurate vehicle details and disclose known or suspected existing dash cameras, trackers, alarms, immobilisers, aftermarket wiring, remote starters, non-standard accessories, windscreen damage, privacy glass, sensor systems, previous trim repairs and electrical faults. We may inspect compatibility before accepting or starting the installation.

30.5 The standard installation includes the work expressly stated in the confirmed quotation. It may include camera positioning, concealed cable routing where practical, connection of a compatible power kit, rear-camera cable routing, app pairing, basic configuration and functional testing. It does not include vehicle coding, programming, repair of existing electrical faults, removal of unrelated aftermarket equipment or bodywork unless expressly agreed.

30.6 We will use reasonable care and skill when routing and securing cables. “Concealed installation” means that wiring is routed discreetly where the vehicle design and safe access allow; it does not guarantee that every cable, connector or module will be completely invisible or that every trim panel can be refitted exactly as before.

30.7 Where a compatible hardwire kit is used, it will normally require suitable constant-power, ignition/ACC and earth connections. We will select connection points and protective devices using reasonable care. We will not knowingly connect equipment to an unsafe circuit or interfere with airbags, ABS, steering, ECU, high-voltage systems or other safety-critical components.

30.8 A hardwire kit, fuse tap or low-voltage cut-off reduces risk but does not guarantee that a vehicle battery will remain charged or that parking recording will operate for a particular period. Battery age, battery condition, vehicle energy-management systems, temperature, usage, recording mode and the selected settings can affect operation. No guarantee is given that the vehicle will start after extended parking-mode use.

30.9 Parking mode, time-lapse, motion detection, impact recording, radar functions and other parked-vehicle features depend on the camera, compatible power equipment, firmware, vehicle wiring and settings. An ignition-only connection or a connection that does not provide suitable constant power may not support parking mode.

30.10 4G or connected features require a compatible camera, compatible 4G hardware, suitable network coverage and any required SIM card, data plan, activation or subscription. Unless the confirmed quotation expressly includes them, the customer is responsible for obtaining and paying for those services. DrivenByDetail is not responsible for network outages, coverage limitations, app changes, account suspension, data charges or the withdrawal of a manufacturer’s connected service.

30.11 A dash camera is an evidence aid and is not a guarantee of security, theft prevention, insurance acceptance or successful recovery of a vehicle. We do not guarantee that every collision, impact, movement, number plate, person or other event will be recorded or remain readable. Results can be affected by camera position, speed, distance, direction of impact, lighting, glare, weather, dirty glass, storage capacity, card or internal-storage failure, battery condition, software and network availability.

30.12 The customer is responsible for checking that the camera is recording after installation and for regularly checking, downloading, backing up, formatting and replacing storage media where required. Loop recording may overwrite older footage. We are not responsible for footage lost through overwriting, corruption, theft, impact, heat, water, user error, software failure or defective customer-supplied storage unless caused by our failure to exercise reasonable care and skill.

30.13 We will position the camera so that, in our reasonable opinion, it does not unnecessarily obstruct the driver’s view or interfere with vehicle sensors, mirrors, airbags or other controls. We may refuse a requested position or relocate the camera where the requested position would be unsafe or unsuitable. The customer must not move the camera or alter the wiring without considering the effect on safety, recording and warranty.

30.14 The customer is responsible for the lawful use of the camera and recordings, including audio recording, informing passengers where appropriate, storing and sharing footage responsibly and complying with applicable road-safety, privacy and data-protection requirements. Business, fleet, taxi, employer and other commercial users must assess their own UK GDPR, signage, retention and information obligations. General guidance is available from the Information Commissioner’s Office at https://ico.org.uk/for-organisations/advice-for-small-organisations/cctv-and-dashcams/.

30.15 Equipment, software, apps, SIM services and connected features are supplied subject to the relevant manufacturer’s or network provider’s warranty and terms. The customer may need to deal directly with the manufacturer or provider for a product fault, account issue, firmware problem or network service. We will reasonably assist with an installation-related concern, but we do not provide an unconditional warranty for third-party equipment or services.

30.16 Our responsibility for installation workmanship remains subject to these terms and the customer’s statutory rights. It does not extend to damage or failure caused by customer tampering, later removal, windscreen replacement, vehicle repair, unrelated electrical work, accident, water ingress, a pre-existing defect, an incompatible system or a defective or unstable vehicle component, unless caused by our failure to exercise reasonable care and skill.

30.17 If you supply your own camera, hardwire kit, memory card, cable, fuse tap or other item, you must provide all required components and instructions. We may refuse to install equipment that is incomplete, damaged, unsafe, incompatible, counterfeit or likely to compromise the vehicle or the agreed result. Customer-supplied equipment remains covered by its own manufacturer’s warranty; our responsibility is limited to the installation work we agree to provide.

30.18 If missing parts, compatibility problems, unusual trim construction, inaccessible fuse locations, existing faults or additional wiring requirements are discovered, we will explain the available options and obtain approval before carrying out additional chargeable work where reasonably possible. If safe installation cannot be completed, we may stop the work and charge for work, inspection, travel and materials reasonably supplied or incurred, subject to sections 5, 6, 11 and 23.

30.19 App pairing and software setup require the customer’s compatible phone, account details, passwords, permissions and any required mobile data. We will not retain customer passwords or take responsibility for a manufacturer’s app outage, account lockout, lost login, unsupported phone or later software change.

30.20 Removal, relocation, reinstallation or rewiring after a windscreen replacement, vehicle repair, change of trim, change of camera or customer modification is a separate service unless expressly included in the confirmed quotation. Adhesive mounts, clips, trim and existing finishes may not remain unaffected during later removal where they are aged, damaged or previously disturbed.

30.21 The customer should tell their insurer, lease provider, employer or other relevant party about the installation where required by their policy or agreement. The installation does not guarantee an insurance discount, acceptance by a particular insurer or compliance with a fleet or lease policy unless that has been expressly confirmed in writing.

30.22 If a warning light, electrical fault, battery issue, trim problem or other concern appears after installation, the customer should stop using the affected feature where safe and contact us promptly. We must be given a reasonable opportunity to inspect the installation and, where appropriate, remedy any issue before third-party work is arranged, subject to section 22 and the customer’s statutory rights.

Statutory Cancellation Form

Complete and send this form only if you wish to cancel a contract during an applicable statutory cancellation period. You do not have to use this form and may instead send any clear statement that you wish to cancel.

To: DrivenByDetail Ltd, 3 Tasmania Way, Eastbourne, BN23 5PA
Email: ben@drivenbydetail.co.uk

I give notice that I cancel my contract for the following service:

Service booked:

Booking date:

Customer name:

Customer address:

Vehicle registration:

Signature (only if submitted on paper):

Date: