Custom Coats – Terms and Conditions

Introduction: Custom Coats Vehicle Wrapping, established in early 2008, provides detailing and vinyl wrapping services in accordance with UK Trading Standards legislation and the Sale of Goods Act 1979.

Exclusions and Warranty: Certain areas are excluded from any warranty, including vehicle sills, lower bumper valance sections, door handles, door shuts, and returns. This exclusion is due to their position on the vehicle and susceptibility to wear and tear and environmental issues, which can affect the material. Non-OEM painted panels and low-energy stippled textured plastics are excluded from any warranty offered. The warranty does not cover accidental or deliberate damage. Improper wash techniques and the use of Pressure Washing.

Guarantees are non-transferable to third parties. Repeat orders or crash damages may result in slight color differences due to batch numbers.

Appointments and Payments: All appointments require a consultation, and bookings must be secured with a paid booking deposit. Customers will complete a pre-appointment registration booking form. Payments must be made in full on the collection of the vehicle or goods. Goods and services not paid for upon collection will remain in the custody of Custom Coats until payment is received. Deposits are non-refundable. Once a deposit is received, consumables and materials will be sanctioned and ordered. Non-refundable losses incurred due to cancellations or missed appointments will be charged accordingly. Missed appointments will incur a £150.00 penalty for appointments that cannot be filled at short notice. Goods and items left on the premises will be disposed of after 90 days.

It is the customer’s responsibility to inform us if the vehicle has undergone any non-OEM repairs. While we understand that not every customer may be aware of such repairs, we cannot be held accountable for paint issues that arise when working on a vehicle. Nevertheless, we will make every effort to identify any concerns and communicate them to the customer. However, if necessary, the continuation of work may require additional repairs, resulting in extra costs added to the final bill in order to achieve a successful outcome

Vehicle Preparation: Vehicles must be delivered clean and free from debris. Failure to deliver a clean vehicle may result in an advanced cleaning process, potentially delaying the handover by up to 24 hours. Vehicles not clean on arrival (Cleaning charges of £50 per car/£75 per van/£125 per HGV cabs).

Weather Considerations: For vinyl work/de-chrome work, vehicles may need to be delivered the night before to be stored indoors at ambient temperature. Postponements due to weather are possible, and deposits are non-refundable.

Credit Notes: Credit notes are valid for only 6 months.

Consumables and Materials: Once a deposit is received, consumables and materials will be sanctioned and ordered. Non-refundable losses incurred due to cancellations or missed appointments will be charged accordingly. From time to time, there may be differences in batches produced by manufacturers. This is out of our control, and we regret there is nothing we can do about that. However, we will do what we can to obtain the same batch orders.

Painting of Brake Calipers and Hubs: Brake caliper painting is done in situ without dismantling or removing brakes or brake pads. A 90-day warranty is offered on all brake caliper painting.

Design Services: All designs and artwork remain the property of Custom Coats Vehicle Wrapping and may not be used, reproduced, distributed, or transmitted without prior written permission. Design service is charged at £45.00 per hour (Inclusive). Minimum design time is set to 3 hrs. Design time allocation may run out, and therefore, we may suggest extra time which may be charged for. It is the client’s responsibility to check all artwork/designs submitted before commencement of any print/production service, and any amendments after approval will incur a charge as necessary.

Delays: Custom Coats Vehicle Wrapping will not be liable for any loss or damage arising from delays in completing projects.

Insurance: Custom Coats Vehicle Wrapping is not liable for delays and has no insurable interest in customers’ vehicles on its premises and cannot be held responsible for loss or damage. Customers must ensure their vehicles are fully insured, taxed, and possess a valid MOT while on the premises. Electric Vehicles may be stored outside of the building due to the volatile nature of the electrical system and issues surrounding battery explosions potential.

Alloy Wheels: Aftermarket diamond-cut alloy wheels are excluded from warranty due to the nature of the process. Standard powder-coated solid calipers receive a 90-day warranty. The customer is responsible for rechecking road wheels with the manufacturer-provided wheel wrench after 10-25 miles of driving from collection of the vehicle.

Artwork Release Fee: In instances where a design concept, visual representation, or layout has been created by Custom Coats Vehicle Wrapping, the client agrees to pay an Artwork Release fee. This fee is fixed at £250.00 for the Artwork File(s). Payment must be remitted before the release of the Artwork File(s), as specified in the corresponding invoice.

Cancellation Policy: The customer retains the right to cancel their booking by providing written notice at any time leading up to the workshop slot date. In the event of a cancellation, Custom Coats Vehicle Wrapping will apply the following cancellation penalty percentage rates to the Total Rental Fee, inclusive of the deposit:

  • From the initial booking date up to 42 days prior to the workshop slot date: 100% Return of Deposit
  • Between 30 and 41 days prior to the workshop slot date: 75% Return of Deposit
  • Between 15 and 29 days prior to the workshop slot date: 50% Return of Deposit
  • Less than 14 days prior to the workshop slot date: 0% Return of Deposit

As we are unable to return consumables and materials that have been pre-ordered, the value of any items will be deducted from any amounts returned to form part of the Deposit refund if any. Custom Coats Vehicle Wrapping acknowledges its inability to waive any of the stipulated cancellation charges under any circumstances.

Aftercare Responsibility for Maintenance: While Custom Coats ensures the provision of top-quality work and materials, the maintenance and upkeep of the wrap/livery/Ceramic Coating or Paint Protection Film after handover fall under the sole responsibility of the customers.

Cleanliness and Care: To preserve the appearance of the wrap/livery, akin to any painted surface, it is crucial for customers to keep their vehicle clean and free from dirt. However, it is imperative to refrain from using harsh chemicals during the cleaning process to prevent adverse reactions with our materials.

Post-Installation Care: For the first five days following the installation, refrain from washing the vehicle, and when washing becomes necessary, adhere strictly to hand-washing only. Avoid the use of pressure washers or automatic washers during this period.

Proper Cleaning Technique: When cleaning, ensure a top-to-bottom approach, allowing dirt and water to naturally run downwards. Promptly wipe off spillages, diesel/petrol/bird droppings, or any other contaminants from the film.

Caution Regarding Products: While certain companies may endorse wrap waxes and polishes, Custom Coats does not unconditionally recommend any specific products. If customers choose to use waxes/polishes/sealants/cleaning products that are considered astringent or harsh, it is advisable to conduct a small-scale test in an inconspicuous area on the wrap/livery before widespread application.

Complaints Procedure: All complaints must be formally submitted in writing to Custom Coats Vehicle Wrapping. We do not accept or address complaints via social media or instant messaging platforms.

Formal Communication Channels: To ensure a comprehensive and documented resolution process, we require complaints to be communicated through established formal channels. Written complaints should be sent to our designated address or email provided for such matters.

Complaint Handling: Upon receipt of a written complaint, Custom Coats Vehicle Wrapping commits to initiating an investigation and providing a response within 14 business days. This timeframe allows for a thorough examination of the concerns raised and ensures a prompt and effective resolution. We appreciate your cooperation in adhering to this formal process to facilitate the efficient handling of any concerns or issues you may have.

By engaging with Custom Coats Vehicle Wrapping, clients agree to these terms and conditions. Any disputes will be subject to UK law.