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Detailing & Ceramic Terms and Conditions

 

 

Vehicle Detailing & Ceramic Coating Terms & Conditions

1. Introduction

These Terms and Conditions (“Terms”) govern the vehicle detailing and ceramic coating 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 detailing and ceramic coating services provided by us within the United Kingdom, including but not limited to paint correction, machine polishing, interior detailing, and ceramic coating application.

2. Services Provided

We offer professional vehicle detailing services including paint correction, machine polishing, interior cleaning and protection, and ceramic coating application. All work is performed by trained professionals with extensive experience in vehicle paintwork assessment, correction, 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. The deposit amount will be confirmed at the time of booking.

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 and Paint Assessment

7.1 Upon arrival at our premises, your vehicle will undergo a comprehensive pre-delivery inspection using our industry-leading paint inspection tunnel — the same technology used by vehicle manufacturers to identify paintwork defects. This inspection will identify and document any pre-existing damage, marks, scratches, swirl marks, stone chips, holograms, oxidation, or other defects present on the vehicle’s paintwork, bodywork, glass, wheels, and trim.

7.2 Where applicable paint thickness gauge (PTG) readings will be taken across all panels to assess the depth of clear coat and identify any areas of concern, including panels that may have been previously repaired or resprayed. These readings form part of our records and are used to determine the safest approach to paint correction for your vehicle.

7.3 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 and PTG readings represent the true condition of the vehicle at the time of delivery to us.

7.4 Our technicians have extensive experience in identifying paintwork defects and may identify damage or areas of concern that were not previously apparent to the vehicle owner. The absence of a customer’s prior awareness of such issues does not affect the validity of our inspection findings.

7.5 We do not accept liability for any pre-existing damage or paintwork anomalies 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.

8. Paint Correction Risks and Limitations

8.1 Paint correction involves the removal of a microscopic layer of clear coat to eliminate defects such as swirl marks, scratches, and oxidation. By its nature, this process permanently removes clear coat material. Customers must understand that we are levelling the paint surface, not “removing” defects.

8.2 The amount of correction possible is limited by the thickness of the existing clear coat. In areas where the clear coat is thin — whether due to factory variation, previous polishing, or prior repair work — we may need to compromise on the level of correction to avoid burning through to the base coat or primer.

8.3 PREVIOUS REPAIR WORK AND RESPRAY RISK: Vehicles that have been previously repaired, resprayed, or have had “smart repairs” or “blow-overs” may have inconsistent or reduced clear coat thickness. In such cases, there is an increased risk of “burn-through” during paint correction, where the clear coat is inadvertently removed to expose the base coat or primer beneath. If burn-through occurs, the affected panel will require professional respraying to rectify.

8.4 While we take every precaution — including PTG readings and careful technique — we cannot accept liability for burn-through on panels where:

 

(a) The clear coat has been thinned by previous polishing or correction work;

8.5 If our pre-delivery inspection identifies panels with abnormally low clear coat readings or evidence of previous repair, we will notify you before commencing work. You may choose to:

8.6 Paint correction cannot remove defects that have penetrated through the clear coat into the base coat, primer, or bare metal. Such defects require professional repainting and are beyond the scope of machine polishing.

8.7 Etchings caused by bird droppings, tree sap, or hard water spots that have been baked into the clear coat may reappear after correction when the paint is exposed to heat. This is a characteristic of the damage itself and does not indicate faulty workmanship.

9. Ceramic Coating — Product Characteristics and Limitations

9.1 Ceramic coating is a liquid polymer that bonds to the vehicle’s clear coat, glass, and trim surfaces to provide a protective layer. It enhances gloss, provides hydrophobic properties, and offers protection against environmental contaminants. However, ceramic coating is NOT a bulletproof or impenetrable barrier and has inherent limitations that customers must understand.

9.2 WHAT CERAMIC COATING IS NOT:

9.3 WHAT CERAMIC COATING DOES:

9.4 The longevity of ceramic coating depends on multiple factors including: storage conditions (garaged vs outdoor), mileage, driving environment, washing frequency and technique, and exposure to harsh chemicals or automatic car washes. Marketing claims of “up to X years” durability are based on optimal conditions and proper maintenance.

9.5 Ceramic coating requires a curing period of 24-48 hours following application, during which the vehicle must remain dry. The coating continues to harden over the following 2-4 weeks, during which time extra care should be taken.

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.

10.5 Any third-party work or alteration following our services will be undertaken outside our control and responsibility, and may void any warranties provided.

11. Warranty

11.1 Ceramic coating installations carry the manufacturer’s warranty where applicable, subject to proper maintenance and adherence to aftercare instructions.

11.2 Our workmanship warranty covers issues directly related to the application of ceramic coating for 12 months from the date of application. This warranty is not transferable.

11.3 The warranty does not cover:

11.4 Paint correction services are completed to the best standard achievable given the condition and thickness of the existing clear coat. No warranty is provided against the reappearance of defects that were below the correction level or caused by subsequent use.

11.5 Warranty claims must be reported to us within 30 days of the issue becoming apparent.

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 We do not accept liability for burn-through or clear coat failure on panels that have been previously repaired, have abnormally thin clear coat, or where the customer has accepted the risk and proceeded with correction.

12.3 In the unlikely event that damage is caused to your vehicle during its time in our care, and such damage is not attributable to pre-existing conditions or accepted risks, we will accept responsibility and ensure that appropriate repairs are made.

12.4 We do not accept liability for the performance or longevity of ceramic coatings beyond that covered by the manufacturer’s warranty and our workmanship warranty.

12.5 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.

13.5 The customer must disclose any known previous repairs, resprays, smart repairs, or paintwork to the vehicle. Failure to disclose previous paintwork may affect our assessment and increase the risk of damage during correction.

14. Timeframes

14.1 The timeframe for completing the service depends on the level of service chosen, the size of the vehicle, and the condition of the paintwork. Expected timeframes will be communicated during the booking process.

14.2 Paint correction is a time-intensive process that cannot be rushed. We will make every effort to complete work within the agreed timeframe; however, delays may occur, 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 ceramic coating applied.

15.2 Following application, we will provide detailed aftercare instructions. It is the customer’s responsibility to follow these instructions, including:

15.3 Failure to follow aftercare instructions may result in premature degradation of the coating and may void any applicable warranties.

15.4 We offer maintenance services to help keep your ceramic coating performing optimally. Regular professional maintenance is recommended to extend the life of the coating.

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, PTG readings, 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. You confirm that you understand the limitations of paint correction and ceramic coating, and accept the risks associated with correction on previously repaired or thin paintwork.

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

Last updated: January 2025