Refund Policy
Last updated: 1 September 2024
JR Mobile Diesel Repair is committed to delivering high-quality workmanship and transparent communication. This Refund Policy sets out our approach to complaints, disputes, and refund requests in relation to the services we provide.
Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.
1. Our Standard of Work
All work is carried out by qualified technicians with relevant experience in diesel engine repair. We use appropriate equipment and quality parts sourced from reputable suppliers. Before any work begins, we will provide you with a clear explanation of what is planned and an estimated cost. We will not carry out work beyond the agreed scope without your prior approval.
2. Labour Warranty
We offer a 90-day warranty on labour for all completed work. If a fault that was directly caused by our workmanship reappears within this period, we will return to inspect and rectify the issue at no additional labour charge. This warranty is subject to the conditions set out in our Terms and Conditions, including that the vehicle has been maintained and operated correctly in the interim.
3. Parts Warranty
Parts supplied and fitted are covered by the manufacturer's or supplier's warranty for that specific component. In the event of a parts failure within the warranty period, we will arrange for replacement parts and manage the warranty claim where possible. Labour to remove and refit a failed part within the warranty period will not be charged if the failure is confirmed to be a manufacturing defect.
4. Diagnostic Fees
Where a diagnostic fee has been agreed and charged, this fee covers the time and expertise of the technician in assessing the fault. Diagnostic fees are non-refundable unless the diagnostic was not completed due to circumstances within our control.
A diagnostic assessment identifies faults based on available information and live data at the time of inspection. It is possible for a vehicle to present different fault behaviour on different occasions, and a diagnostic assessment does not constitute a guarantee that a specific fault will be identified in every case.
5. Cancellations
If you need to cancel or reschedule a booked appointment, please contact us as early as possible. We ask for at least 24 hours' notice where possible. Appointments cancelled with less than 24 hours' notice may incur a call-out fee where a technician has already been allocated and travel arranged.
If we need to cancel or reschedule an appointment, we will contact you as early as possible and propose an alternative time. No fee will be charged for appointments cancelled on our side.
6. Refund Requests
If you are dissatisfied with any aspect of our service, please contact us promptly at [email protected] or by telephone on +44 078 8294 1516. We prefer to resolve concerns directly and in the first instance will aim to:
- Return to inspect any issue without charge;
- Carry out rectification work if a fault in our workmanship is identified;
- Offer a partial or full refund of labour charges if the fault is confirmed to be directly attributable to our work and rectification is not possible or appropriate.
Refunds of parts charges are not typically offered where the parts have been correctly installed and are functioning as intended. Where a part has failed within its warranty period, a warranty replacement rather than a cash refund is the standard remedy.
7. Disputes
In the event of a dispute that cannot be resolved through direct communication, we are willing to engage with mediation through an appropriate independent trade body. We will provide you with our written position on any dispute clearly and within a reasonable timeframe.
If you remain dissatisfied after exhausting our internal complaints process, you may be able to refer your complaint to an alternative dispute resolution (ADR) scheme or, as a last resort, pursue the matter through the county court small claims process.
8. Contact Us
For any concerns related to this policy or a specific service, please contact us at:
- Email: [email protected]
- Phone: +44 078 8294 1516
- Post: 31 Ernald Gardens, Stone, Staffordshire, ST15 0AE