Paint Protection Film / PPF Installation Terms & Conditions
1. Introduction
These Terms and Conditions (“Terms”) govern the services provided by Unit Eleven Ltd (“we”, “us”, “our”). By using our services, you agree to be bound by these Terms. Please read them carefully before booking.
These Terms apply to all services provided by us within the United Kingdom, including but not limited to Paint Protection Film (PPF) installation, vehicle detailing, and ceramic coating services.
2. Services Provided
We offer professional vehicle detailing, Paint Protection Film (PPF) installation, and ceramic coating services to protect your vehicle’s paintwork from environmental damage, debris, and general wear and tear. All installations are performed by trained professionals with extensive experience in vehicle paintwork and protection.
3. Bookings and Appointments
3.1 Bookings are subject to availability and will be confirmed only upon receipt of a non-refundable holding deposit which equates to 25% of the total service price.
3.2 The full remaining balance must be paid upon completion of the work and prior to the vehicle being released from our premises.
3.3 We reserve the right to cancel or reschedule your appointment if you arrive late. Rescheduling may result in delays in the service being completed.
3.4 If you need to amend your booking, you must provide at least 5 working days’ notice. Amendments made with less than 5 working days’ notice may result in forfeiture of the deposit.
4. Pricing and Payments
4.1 All prices are based on the size, type, and condition of the vehicle, as well as the level of service required. A quotation will be provided prior to booking.
4.2 Full payment is due upon completion of the work and prior to the vehicle being released from our premises. The vehicle will not be released until payment has been received in full.
4.3 We accept payment by cash, bank transfer, and debit/credit card. American Express and corporate cards are not accepted.
4.4 Prices are subject to change at our discretion; however, confirmed bookings will be honoured at the agreed rate.
4.5 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 in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, or 2% per month for consumer contracts, whichever is applicable. Any legal or recovery costs incurred in recovering unpaid amounts will be charged to the customer.
5. Vehicle Release
5.1 The vehicle will only be released from our premises once full payment has been received and cleared.
5.2 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 and allows us to address any issues promptly and to the required standard.
5.3 If the customer elects to remove the vehicle from our premises before any identified issues have been rectified, the full balance remains due and payable. Removal of the vehicle in such circumstances does not constitute acceptance of a reduced standard of work, nor does it entitle the customer to withhold payment.
6. Cancellations
6.1 The holding deposit is non-refundable under all circumstances if the booking is cancelled.
6.2 Depending on the reason for cancellation, we may at our sole discretion credit the deposit toward future services.
6.3 We reserve the right to refuse service if the vehicle is found to be in an unsuitable condition for the requested work, or if the requested service cannot be completed to our standards. In such cases, we may offer to reschedule or cancel the booking, and the deposit may be refunded at our discretion.
7. Pre-Delivery Inspection
7.1 Upon arrival at our premises, your vehicle will be washed and a comprehensive pre-delivery inspection will be conducted by our trained technicians. This inspection will identify and document any pre-existing damage, marks, scratches, swirl marks, stone chips, or other defects present on the vehicle’s paintwork, bodywork, glass, wheels, and trim.
7.2 Photographs will be taken during the pre-delivery inspection to document the condition of the vehicle upon arrival. These photographs are timestamped and form part of our records. By proceeding with the service, you acknowledge and accept that these photographs represent the true condition of the vehicle at the time of delivery to us.
7.3 Our technicians have extensive experience in identifying paintwork defects and may identify damage that was not previously apparent to the vehicle owner. The absence of a customer’s prior awareness of such damage does not affect the validity of our inspection findings.
7.4 We do not accept liability for any pre-existing damage documented during the pre-delivery inspection. Any dispute regarding pre-existing damage must be raised immediately upon presentation of the inspection report, and before work commences.
7.5 Photographs may also be taken during and after the installation process, and upon completion of work. These images may be used to resolve any disputes regarding the condition of the vehicle or the quality of the installation.
8. PPF Installation Characteristics
8.1 Paint Protection Film is a technical product that requires professional installation. Customers should be aware of the following characteristics which are inherent to PPF and do not constitute defects:
(a) Relief Cuts and Joints: For complex curves, contours, and extreme angles, strategic relief cuts or joints may be necessary to allow the film to lay flat against the vehicle’s surface without tension or lifting. These cuts are made by skilled installers to be as discreet as possible and are a recognised industry-standard technique to ensure proper adhesion and longevity of the film.
(b) Panel Seams: Depending on the coverage area and vehicle design, PPF may be applied in multiple sections with visible seams between panels. Full coverage installations will typically include seams at natural panel breaks or along body lines where possible.
(c) Edge Visibility: Due to the thickness of PPF, not all edges can be wrapped around corners without compromising adhesion. In some areas, film edges may be visible, particularly on complex body shapes. Edges are finished as neatly as possible and positioned to minimise visibility.
(d) Curing Period: Following installation, PPF requires a minimum curing period of 24-48 hours during which time the adhesive bonds fully to the paintwork. Small water bubbles or haziness may be visible during this period and will typically dissipate as the film cures. The vehicle should not be washed for at least 7 days following installation.
9. Edge Lifting and Aftercare
9.1 Minor edge lifting can occasionally occur with PPF installations, particularly in areas of high tension, wrapped edges, or following exposure to certain conditions. This is a known characteristic of the product and does not necessarily indicate a defective installation.
9.2 If you notice any edge lifting, peeling, or other concerns with your PPF installation, you must notify us as soon as possible. Early intervention allows us to rectify minor lifting before it progresses, often through a simple heat re-seal at no additional cost during the warranty period.
9.3 Failure to report edge lifting promptly may result in dirt ingress beneath the film, which can compromise the repair and may not be covered under warranty.
9.4 Edge lifting caused by the following is not covered under warranty:
– (a) Use of pressure washers or jet washes directed at or near film edges;
– (b) Use of automatic car washes or mechanical brushes;
– (c) Failure to follow aftercare instructions;
– (d) Third-party interference with the installation;
– (e) Physical damage from impacts, abrasion, or accidents.
10. Quality and Rectification
10.1 We are committed to delivering work of the highest standard. If, upon inspection at collection, you are not satisfied with any aspect of the work, you must notify us immediately and before the vehicle leaves our premises.
10.2 In accordance with the Consumer Rights Act 2015, where any element of the service does not meet the required standard, we will remedy the work by re-performing the service (or the defective element) at no additional cost to you. This remedy will be carried out within a reasonable time and without significant inconvenience.
10.3 The right to a price reduction arises only where re-performance is impossible, or where re-performance has been attempted and has failed to bring the work to an acceptable standard.
10.4 If any concerns are raised, the vehicle should remain in our care until rectification is complete. If the customer elects to remove the vehicle prior to rectification, this does not extinguish the customer’s obligation to pay for the work carried out, nor does it entitle the customer to have the work removed or rectified by a third party at our expense.
10.5 Any third-party removal or alteration of work carried out by us will be undertaken outside our control and responsibility, and will void any warranties provided.
11. Warranty
11.1 PPF installations carry the manufacturer’s warranty, which covers product defects such as yellowing, staining, cracking, blistering, and delaminating for the period specified by the manufacturer (typically 10 years for premium films).
11.2 Our installation warranty covers issues directly related to the application of PPF for 12 months from the date of installation. This warranty is not transferable and applies only where the installation was performed in accordance with manufacturer guidelines.
11.3 The warranty does not cover:
– (a) Damage caused by accidents, misuse, or improper care of the film post-installation;
– (b) Environmental damage such as bird droppings, tree sap, acid rain, or extreme weather conditions left untreated;
– (c) Damage from automatic car washes, jet washes at close range, abrasive cleaning tools, or harsh chemicals;
– (d) Third-party interference, removal, or alteration of the installed product;
– (e) Normal wear and tear, stone chips, or impact damage;
– (f) Edge lifting caused by improper washing techniques or failure to report issues promptly.
11.4 Use of automatic or mechanical car washes, or failure to follow our aftercare instructions, will void both the manufacturer’s warranty and our installation warranty.
11.5 Warranty claims must be reported to us within 30 days of the issue becoming apparent. Failure to do so may void the warranty.
12. Liability
12.1 We do not accept liability for any pre-existing damage on your vehicle that is documented during the pre-delivery inspection.
12.2 In the unlikely event that damage is caused to your vehicle during its time in our care, and such damage is not attributable to a pre-existing condition, we will accept responsibility and ensure that appropriate repairs are made to rectify the damage.
12.3 We do not accept liability for any issues related to the PPF or ceramic coating products beyond those covered by the relevant manufacturer’s warranty.
12.4 Our total liability in respect of any claim shall not exceed the total value of the services paid for by the customer.
13. Customer Responsibilities
13.1 The customer must arrive on time for their appointment. We cannot guarantee timely completion of the service if you arrive late.
13.2 The customer must ensure that the vehicle is in full working order, roadworthy, and suitable for the requested service.
13.3 The customer should ensure that the vehicle is presented in a reasonably clean condition. If the vehicle requires additional cleaning before the pre-delivery inspection can be conducted, additional charges may apply.
13.4 The customer 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.
14. Timeframes
14.1 The timeframe for completing the service depends on the level of service chosen and the specific requirements of the vehicle. Expected timeframes will be communicated during the booking process.
14.2 We will make every effort to complete work within the agreed timeframe; however, delays may occur due to factors beyond our control, and we cannot guarantee exact completion times.
15. Aftercare and Maintenance
15.1 It is the customer’s responsibility to properly maintain and care for any installed PPF or ceramic coating.
15.2 Following installation, we will provide detailed aftercare instructions. It is the customer’s responsibility to follow these instructions, including:
– (a) Waiting at least 7 days before washing the vehicle;
– (b) Avoiding pressure washers or jet washes near film edges;
– (c) Hand washing only, using soft microfibre towels and pH-neutral cleaning products;
– (d) Avoiding automatic car washes, abrasive tools, and harsh chemicals;
– (e) Removing bird droppings, insect residue, and tree sap as soon as possible to prevent staining.
15.3 Failure to follow aftercare instructions may void any applicable warranties and may result in damage not covered by our rectification policy.
16. Dispute Resolution
16.1 Any disputes arising under these Terms shall first be attempted to be resolved through direct communication and, if necessary, mediation, before resorting to legal action.
16.2 If a resolution cannot be reached through mediation, either party may seek recourse through the courts of England and Wales.
17. Force Majeure
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, including but not limited to acts of God, severe weather, pandemic, industrial action, or government restrictions.
18. Data Protection and Privacy
We take the privacy and security of your personal data seriously. Any information collected, including contact details, payment information, vehicle information, and photographs taken during inspection, will be used solely for the purposes of providing the requested services and resolving any disputes. Data will be stored securely in accordance with UK GDPR. We do not share your personal data with third parties without your consent, except where required by law.
19. Governing Law
These Terms and any services provided are governed by and construed in accordance with the laws of England and Wales. Any disputes arising in relation to these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales.
20. Amendments to Terms
We reserve the right to amend these Terms from time to time. Updated Terms will be made available on our website and/or at our premises. It is the customer’s responsibility to review the current Terms prior to booking.
21. Severability
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
Acceptance of Terms
By booking and using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
Unit Eleven Ltd
Unit 11 Railway Street Industrial Estate, Railway Street, Gillingham, Kent, ME7 1YQ
Last updated: January 2024