TERMS OF USE

1. Introduction

1.1 These General Terms and Conditions (“General Terms”) govern all services provided by Unit Eleven Ltd (“we”, “us”, “our”, “Unit Eleven”). By using any of our services, you agree to be bound by these General Terms.

1.2 In addition to these General Terms, specific services are subject to Service Schedules which contain terms particular to that service. The relevant Service Schedule forms part of your contract with us and should be read alongside these General Terms.

1.3 Service Schedules:

• Paint Protection Film 
• Ceramic Coating 
• Mechanical Work 
• Body Repair & Painting 
• Re-Mapping 

1.4 In the event of any conflict between these General Terms and a Service Schedule, the Service Schedule shall prevail to the extent of the conflict.

1.5 These Terms apply to all services provided by Unit Eleven Ltd within the United Kingdom.

2. Company Information

Unit Eleven Ltd
Unit 11-12 Railway Street Industrial Estate
Railway Street
Gillingham
Kent
ME7 1YQ

2. Company Information

Unit Eleven Ltd Unit 11 Railway Street Industrial Estate Railway Street Gillingham Kent ME7 1YQ

3. Bookings and Appointments

3.1 All bookings are subject to availability and will be confirmed upon receipt of any required deposit or written/verbal confirmation.

3.2 Estimated completion times are provided in good faith but are not guaranteed. We will keep you informed of progress and any changes to expected completion.

3.3 If you need to amend or cancel your booking, you must provide reasonable notice as specified in the relevant Service Schedule. Late cancellations or failure to attend may result in charges.

3.4 We reserve the right to cancel or reschedule appointments due to circumstances beyond our control, including staff illness, equipment failure, or parts availability.

4. Estimates and Quotations

4.1 All quotations are estimates based on the information provided and initial assessment. Final costs may vary if additional work is required once the vehicle has been inspected or work has commenced.

4.2 We will contact you for authorisation before carrying out additional work that materially exceeds the original estimate. Specific thresholds are detailed in the relevant Service Schedule.

4.3 Quotations are valid for the period stated or, if not stated, for 14 days from the date of issue.

4.4 Diagnostic or assessment fees may apply for certain services. These fees are payable regardless of whether you proceed with further work and will be advised before commencement.

5. Pricing and Payments

5.1 All prices will be confirmed at the time of booking or quotation. Prices are subject to change, but confirmed bookings will be honoured at the agreed rate.

5.2 Deposits may be required for certain services as specified in the relevant Service Schedule. Deposits are non-refundable if you cancel after work has commenced or parts have been ordered.

5.3 Full payment is due upon completion of work and prior to the vehicle being released from our premises. The vehicle will not be released until payment has been received in full.

5.4 We accept payment by cash, bank transfer, and debit/credit card. American Express and corporate cards are not accepted.

5.5 In the event that full payment is not received upon completion of work, we reserve the right to charge interest on overdue balances at a rate of:

• 8% per annum for business customers in accordance with the Late Payment of Commercial Debts (Interest) Act 1998; or
• 2% per month for consumer customers.

5.6 Any legal fees, court costs, or recovery costs incurred in pursuing unpaid amounts will be added to the outstanding balance.

6. Vehicle Release and Lien

6.1 The vehicle will only be released from our premises once full payment has been received and cleared.

6.2 We reserve the right to exercise a lien over the vehicle until all outstanding charges are paid in full. This means we may retain possession of your vehicle as security for unpaid debts.

6.3 If any concerns are raised regarding the quality of work prior to collection, our standard procedure is for the vehicle to remain in our care until rectification is complete. This ensures continuity of responsibility.

6.4 If you elect to remove the vehicle before identified issues have been rectified, the full balance remains due and payable. Removal in such circumstances does not entitle you to withhold payment or have work completed elsewhere at our expense.

7. Cancellations

7.1 Deposits are non-refundable if the booking is cancelled after confirmation, unless otherwise stated.

7.2 If you cancel after work has commenced or after parts have been ordered, you will be liable for costs already incurred.

7.3 We may, at our sole discretion, credit deposits toward future services depending on the circumstances of cancellation.

7.4 We reserve the right to cancel or refuse service if the vehicle is found to be unsuitable for the requested work, or if completing the work to our standards is not possible. In such cases, deposits may be refunded at our discretion.

8. Quality and Rectification

8.1 We are committed to delivering work of the highest standard. If you are not satisfied with any aspect of the work, you must notify us as soon as possible — ideally before the vehicle leaves our premises.

8.2 In accordance with the Consumer Rights Act 2015, where any element of the service does not meet the required standard:

• We will first offer to re-perform the service (or the defective element) at no additional cost within a reasonable time and without significant inconvenience to you.
• The right to a price reduction arises only where re-performance is impossible, or where re-performance has been attempted and failed.

8.3 You must give us reasonable opportunity to inspect and rectify any claimed defect before instructing third-party repairs. Third-party work undertaken without our prior agreement may void any warranty and will not be reimbursed.

8.4 Service-specific rectification procedures and warranties are detailed in the relevant Service Schedule.

9. Warranties

9.1 Warranty terms vary by service and are detailed in the relevant Service Schedule.

9.2 All warranties are subject to:

• Proper use and maintenance of the vehicle;
• Adherence to any aftercare instructions provided;
• The vehicle being returned to our premises for inspection of any claimed defect.

9.3 Warranties do not cover:

• Damage caused by accidents, misuse, neglect, or third-party interference;
• Normal wear and tear;
• Issues unrelated to the work carried out;
• Consequential losses.

9.4 Warranty claims must be reported within the timeframe specified in the relevant Service Schedule. Late notification may void the warranty.

10. Liability

10.1 We do not accept liability for pre-existing damage, defects, or conditions documented during our inspection or assessment process.

10.2 We do not accept liability for consequential losses, including but not limited to:

• Loss of earnings or profits;
• Travel costs or vehicle hire;
• Inconvenience or distress;
• Any indirect or special damages.

10.3 Our total liability in respect of any claim shall not exceed the total value of the services paid for by the customer.

10.4 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

10.5 Service-specific liability limitations and exclusions are detailed in the relevant Service Schedule.

11. Customer Responsibilities

11.1 You must provide accurate and complete information about your vehicle, including its history, any known faults, and any previous repairs or modifications.

11.2 You must ensure the vehicle is legally roadworthy for delivery to our premises, or arrange appropriate transportation.

11.3 You must remove all personal belongings and valuables from the vehicle prior to delivery. We do not accept liability for any items left in the vehicle.

11.4 You must collect the vehicle promptly upon notification that work is complete.

11.5 You must follow any aftercare instructions provided. Failure to do so may void warranties and affect the longevity of the work carried out.

11.6 Additional customer responsibilities specific to each service are detailed in the relevant Service Schedule.

12. Vehicle Storage and Abandonment

12.1 Vehicles left on our premises beyond 7 days after notification of completion, without prior arrangement, may incur storage charges. Storage rates are specified in the relevant Service Schedule or will be advised.

12.2 Vehicles left for more than 28 days without contact, collection, or payment may be considered abandoned.

12.3 We reserve the right to dispose of abandoned vehicles in accordance with applicable legislation, including the Torts (Interference with Goods) Act 1977, and to recover all outstanding charges, storage fees, and disposal costs from the registered keeper.

12.4 Before disposal, we will make reasonable attempts to contact you using the details provided.

13. Pre-Delivery Inspection

13.1 For most services, we conduct a pre-delivery inspection to document the condition of your vehicle upon arrival. This may include photographs, video, written notes, and technical measurements (such as paint thickness readings).

13.2 This inspection protects both parties by establishing a clear record of pre-existing damage, wear, or defects.

13.3 By proceeding with our services, you acknowledge that our inspection records represent the true condition of the vehicle at the time of delivery.

13.4 Any dispute regarding pre-existing damage must be raised immediately upon presentation of the inspection findings, and before work commences.

13.5 Service-specific inspection procedures are detailed in the relevant Service Schedule.

14. Test Driving

14.1 We may need to test drive your vehicle before and/or after work to verify reported issues or confirm successful completion.

14.2 Test drives will be conducted by authorised personnel only, kept to the minimum distance necessary, and covered by our insurance.

14.3 By leaving your vehicle with us, you consent to test drives being conducted as part of our service process.

15. Third-Party Work and Modifications

15.1 If you instruct a third party to carry out work on components we have serviced, repaired, or installed, our warranty for those components is void.

15.2 We are not responsible for issues arising from third-party work, modifications, or interference with our work.

15.3 If third-party modifications affect the safety or performance of your vehicle, we reserve the right to refuse further work.

16. Courtesy Vehicles

16.1 Where available, we may offer a courtesy vehicle free of charge while your vehicle is in our care. Courtesy vehicles are subject to availability and cannot be guaranteed.

16.2 To use a courtesy vehicle, you must:

• Hold a valid UK driving licence (or equivalent recognised licence)
• Be aged 25 or over (unless otherwise agreed)
• Provide proof of your own motor insurance that covers you to drive the courtesy vehicle, OR be covered under our insurance (we will advise which applies)
• Provide a copy of your driving licence before collection

16.3 You are responsible for the courtesy vehicle while it is in your possession. You must:

• Return the vehicle in the same condition as collected (fair wear excepted)
• Return the vehicle with the same level of fuel as provided
• Report any damage, accidents, or mechanical issues immediately
• Not smoke in the vehicle
• Not allow the vehicle to be driven by any other person without our prior consent
• Not use the vehicle for any illegal purpose, racing, or off-road driving
• Comply with all road traffic laws

16.4 FINES, CHARGES, AND PENALTIES: You are solely responsible for any fines, charges, or penalties incurred while the courtesy vehicle is in your possession, including but not limited to:

• Speeding fines and other traffic offences
• Congestion charges (London or other zones)
• Low Emission Zone (LEZ) and Ultra Low Emission Zone (ULEZ) charges
• Parking fines and Penalty Charge Notices (PCNs)
• Toll charges
• Any other fixed penalty notices or fines

16.5 You must pay all such charges directly and promptly. If we receive any fine, charge, or penalty notice relating to your use of the courtesy vehicle and you have not already paid it, we will:

• Pass the fine or charge to you for payment; AND
• Charge an administration fee of £50 per offence to cover our time in processing and handling the matter.

16.6 By signing for or collecting a courtesy vehicle, you authorise us to provide your details to the relevant authorities if required for the processing of any fines or charges.

16.7 You are liable for any damage to the courtesy vehicle caused during your use, subject to any insurance excess that may apply. We will advise you of any applicable excess before collection.

16.8 The courtesy vehicle must be returned by the agreed date and time. If your vehicle is ready for collection and you fail to return the courtesy vehicle within 24 hours of notification, we reserve the right to charge a daily rate for continued use.

16.9 We reserve the right to refuse or withdraw the offer of a courtesy vehicle at any time and for any reason.

17. Insurance

17.1 Your vehicle is covered by our premises liability insurance while on our property and during authorised test drives.

17.2 You are responsible for maintaining your own motor insurance for the vehicle at all times.

17.3 Certain services (such as ECU remapping or significant modifications) may need to be declared to your insurer. It is your responsibility to ensure your insurance policy remains valid. See the relevant Service Schedule for details.

18. Force Majeure

18.1 We shall not be liable for any failure to perform or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control.

18.2 Force majeure events include, but are not limited to: acts of God, severe weather, fire, flood, pandemic, epidemic, government action, war, terrorism, civil unrest, industrial action, power failure, equipment breakdown, and supply chain disruption or parts shortages.

18.3 In the event of force majeure, we will notify you as soon as reasonably practicable and work with you to minimise disruption.

19. Data Protection and Privacy

19.1 We take the privacy and security of your personal data seriously. We collect and process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

19.2 Information collected may include: name, contact details, vehicle details, payment information, photographs, inspection records, and communication history.

19.3 Your data will be used solely for the purposes of:

• Providing the services you have requested;
• Communicating with you about your vehicle and our services;
• Complying with legal and regulatory obligations;
• Resolving any disputes.

19.4 We do not share your personal data with third parties without your consent, except where required by law or necessary to provide our services (e.g., parts suppliers, payment processors).

19.5 We retain your data for as long as necessary to fulfil the purposes for which it was collected, or as required by law.

19.6 You have rights under data protection law, including the right to access, correct, or request deletion of your data. To exercise these rights, contact us using the details above.

20. Dispute Resolution

20.1 If you are dissatisfied with any aspect of our service, please contact us in the first instance so we can attempt to resolve the matter directly.

20.2 We are committed to resolving disputes fairly and promptly. Most issues can be resolved through open communication.

20.3 If a resolution cannot be reached through direct communication, we may suggest mediation as an alternative to court proceedings.

20.4 If mediation is unsuccessful or not appropriate, either party may seek recourse through the courts of England and Wales.

21. Governing Law and Jurisdiction

21.1 These General Terms, all Service Schedules, and any services provided are governed by and construed in accordance with the laws of England and Wales.

21.2 Any disputes arising in relation to these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales.

22. Amendments

22.1 We reserve the right to amend these General Terms and any Service Schedules from time to time.

22.2 Updated Terms will be made available on our website and/or at our premises.

22.3 It is your responsibility to review the current Terms prior to booking. Continued use of our services following any amendment constitutes acceptance of the updated Terms.

22.4 Amendments will not apply retrospectively to services already confirmed at the time of the amendment.

23. Severability

23.1 If any provision of these Terms or any Service Schedule is found by a court or other competent authority to be invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable.

23.2 If modification is not possible, the provision shall be deemed deleted. The validity and enforceability of the remaining provisions shall not be affected.

24. Entire Agreement

24.1 These General Terms, together with the relevant Service Schedule and any written quotation or agreement, constitute the entire agreement between you and Unit Eleven Ltd in relation to the services provided.

24.2 You acknowledge that you have not relied on any statement, promise, or representation made by us that is not set out in these documents.

25. Acceptance of Terms

By booking and using our services, you acknowledge that you have read, understood, and agree to be bound by these General Terms and Conditions, together with the relevant Service Schedule for the work being carried out.

Website Terms of Use
Welcome to Unit11.co. By using our website, you agree to comply with and be bound by the following terms and conditions of use. Please read these terms carefully before using our website.

1. 1. General Provisions

The content of this website is for your general information and use only. It is subject to change without notice.

2. 2. Intellectual Property

This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance, and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

3. 3. User Conduct

You agree to use this website only for lawful purposes and in a manner which does not infringe the rights of, or restrict or inhibit the use and enjoyment of, this website by any third party. You shall not engage in any conduct which is unlawful, offensive, or which may harass or cause distress or inconvenience to any person.

4. 4. Products and Services

We may offer products or services for sale on this website. Any such products or services will be subject to additional terms and conditions, which will be made available to you at the time of purchase.

5. 5. Links to Other Websites

This website may include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

6. 6. Disclaimer

Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services, or information available through this website meet your specific requirements.

7. 7. Limitation of Liability

In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.

8. 8. Governing Law

Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland, and Wales.