This Refund Policy sets out how Zenvyxa Automotive Service approaches refunds and complaints in relation to services provided at our workshop. Your statutory rights under UK consumer law are not affected by this policy.
1. Nature of Our Services
Zenvyxa provides automotive repair and maintenance services. These are service-based rather than product-based transactions. The work involves skilled labour, diagnostic time, and the use of parts and materials specific to each vehicle. This policy describes how we handle situations where a customer is dissatisfied with the service provided.
2. Before Work Begins
We provide quotes or estimates prior to carrying out work. Where an estimate is provided (as opposed to a fixed-price quote), the final amount may differ slightly from the estimate due to factors only discoverable during the work process. We will notify you of any significant deviation before proceeding.
No work begins without your authorisation. If you choose not to proceed after an inspection has been carried out but before repair work begins, a diagnostic or inspection charge may apply. This will be communicated to you at the time of booking where applicable.
3. Dissatisfaction with Completed Work
Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill, within a reasonable time, and at a reasonable price where not agreed in advance. If you believe work has not met this standard, please contact us promptly so we can investigate.
Our preferred approach is to resolve issues directly. Where work is found to be defective or not carried out to the agreed scope, we will:
- Review the work and, where appropriate, rectify it at no additional charge.
- Where rectification is not possible or is declined, consider a partial or full refund proportionate to the service not provided.
We ask that complaints are made in writing (by email to [email protected]) to allow us to maintain a clear record and respond appropriately.
4. Parts
Where parts are supplied as part of a service, any manufacturer defect in those parts will be addressed through the relevant supplier warranty process. We will manage this on your behalf where possible. Parts that fail due to conditions unrelated to a manufacturing defect (such as damage from a separate incident) are not covered under our service warranty.
Customer-supplied parts are fitted at the customer's risk. Our liability and warranty provisions do not extend to customer-supplied components.
5. Cancellations
Bookings may be cancelled or rescheduled by contacting us as early as possible. Where significant preparation or parts ordering has been undertaken in advance of a booking, and a cancellation is made at short notice, an administration charge may apply. This will be agreed at the time of booking where relevant.
6. Refund Process
Where a refund is agreed, it will be processed through the original payment method within a reasonable timeframe, typically within 5–10 working days. Refunds will not be processed without prior written agreement between us and the customer.
7. Disputes
If we are unable to resolve a dispute directly, you may be able to use an alternative dispute resolution (ADR) scheme. We will provide relevant information on available dispute resolution routes upon request. You also retain the right to seek resolution through the courts.
8. Contact
To raise a complaint or discuss a refund, contact us at:
Email: [email protected]
Phone: +44 078 4703 6138
Address: Zenvyxa Automotive Service, Glebe, 60 Glebe Ave, Dunoon PA23 8DN