1The Hon warranty in plain English
Every job booked and paid for through Hon Car Service comes with a workmanship guarantee. We stand behind the mechanics on our platform — they're independent professionals, but we take responsibility when something they did goes wrong.
This document explains exactly what's covered, for how long, and what to do if you think something we fixed has failed.
2What's covered
The Hon warranty covers issues that arise from how the work was carried out — for example, a part fitted incorrectly, a connection not properly secured, or a procedure not following manufacturer guidelines. It also covers consumables and parts we supplied as part of the booking.
Covered
- Workmanship faults: incorrect fitting, loose connections, missed torque specs
- Parts we supplied that fail prematurely
- Damage caused during the work — to your car, your driveway, or anything else
- Same fault recurring on the part we worked on
- Returning to complete a job that wasn't finished correctly
Not covered
- Different unrelated faults developing later
- Pre-existing issues we didn't work on
- Fair wear and tear during normal use
- Parts you supplied yourself (we'll fit them, but their warranty is between you and the supplier)
- Damage from accidents, modifications, or misuse after the repair
- Work carried out by another garage after our job
3When the warranty doesn't apply
The Hon warranty will not apply in the following circumstances, even if the original work was carried out by a Hon mechanic:
- Subsequent work by others. If another garage has worked on the same component after our visit, we cannot reasonably tell what they may have changed. The warranty on our specific component ends at that point.
- Misuse or accident. Damage from collisions, off-road use, racing, or other use the vehicle wasn't designed for.
- Modifications. Aftermarket modifications affecting the component we worked on (e.g. tuning, lowering, performance upgrades).
- Customer-supplied parts. Where you have asked us to fit parts you sourced yourself, the parts warranty is between you and the part supplier. Our workmanship in fitting them is still covered.
- Lack of basic maintenance. Failures caused by ignoring service intervals, warning lights, or symptoms the mechanic flagged on the original visit.
- Continued driving after a fault. If a fault develops and you continue driving until further damage occurs, we cover the original fault but not the consequential damage.
4Duration
Our workmanship warranty runs for 12 months from the date of the work, or 12,000 miles — whichever comes first.
The same standard workmanship warranty applies across our services, including:
- Clutch replacement: 12 months / 12,000 miles
- Timing belt / chain replacement: 12 months / 12,000 miles
- Engine rebuild work: 12 months / 12,000 miles (specific to the work performed)
- Diagnostic visits: 30 days on the diagnosis itself; if the recommended repair fails to resolve the diagnosed issue, the full workmanship warranty applies
5Parts warranty
Every part we supply is new (unless explicitly agreed otherwise — e.g. you've requested a reconditioned alternative to save money). Each carries the part manufacturer's own warranty, which is usually 12 to 24 months depending on the part and the brand.
If a part we supplied fails within its manufacturer's warranty period, we handle the claim with the manufacturer on your behalf. You do not need to know which brand it was or where to send it — we have the receipts and we deal with the supplier.
6How to claim under the warranty
If you think a repair has failed under warranty, here's exactly what happens:
Reply to your original booking confirmation email, or use the "Report an issue" button in your dashboard. Tell us what's happening and roughly when it started. Don't continue driving if the fault is unsafe.
Our support team checks the original job notes, the warranty status, and what you've described. We'll come back with one of three answers: covered under workmanship, covered under parts (we'll process the claim), or out of scope (we'll explain why).
Where possible, the original mechanic returns to inspect and fix. If they're not available we send another qualified mechanic from our network. There's no charge for the visit, parts, or labour where the issue is covered.
Some warranty issues need parts ordered or diagnosed properly. We aim to resolve everything within 14 working days of you telling us. If your car isn't drivable, we'll discuss alternatives (recovery, courtesy car, or a refund to take it elsewhere).
7How long claims take
Most warranty claims are resolved within these targets:
- Initial response: 1 working day
- Decision on coverage: 2 working days from receiving evidence
- Return visit scheduled: within 5 working days of decision
- Full resolution: within 14 working days for most issues
Complex cases involving parts manufacturer disputes, severe damage, or insurance can take longer. We'll keep you informed at every stage.
8What we'll do to put it right
Depending on the situation, the remedy under our warranty may be one of:
- Repair. The original or another Hon mechanic returns and corrects the issue, free of charge for labour and any parts we supplied.
- Replacement. If the same fault recurs after a repair attempt, we'll replace the part (under the manufacturer's parts warranty where applicable, otherwise under our workmanship cover).
- Refund. Where repair or replacement isn't possible or wouldn't resolve the issue, we'll refund the relevant portion of your original payment.
- Pay for a third-party repair. In rare cases where it isn't practical for us to attend (you've moved area, you need it fixed urgently while we're not available), we may agree to reimburse the cost of an equivalent repair carried out by another qualified mechanic. You must check with us before booking — we can't reimburse unilateral third-party work.
9Your statutory rights
If something we did fails to meet those statutory standards, you can pursue remedies under the Consumer Rights Act regardless of the warranty period set out above. The Hon warranty is a contractual extra; the statutory protection is the legal floor.
For more on your rights under the Act, see Citizens Advice or gov.uk consumer rights guidance.
10If we can't agree
We aim to resolve every warranty claim by talking it through with you. If you're not happy with our decision, you have the following routes:
- Escalate within Hon. Reply to the decision email asking for a review by a senior support agent. We'll re-examine the case with fresh eyes and respond within 5 working days. See our full Complaints Procedure.
- Alternative Dispute Resolution (ADR). For unresolved disputes after our internal complaints process, you can refer the matter to a certified independent ADR scheme covering automotive services. Their decision is non-binding on you but we agree to be bound by their findings.
- Small Claims Court. For claims under £10,000, the small claims track in the County Court is designed for consumers to use without legal representation. See gov.uk/make-court-claim.
11Contact us
For warranty queries, the fastest route is the "Report an issue" button on the booking detail page in your dashboard. That ties your case directly to the original job. Alternatively:
79 Captains Place
Southampton, England, SO14 3TF
Companies House registration: 13049889
Email: warranty@honcarservice.co.uk
Phone: 023 8039 2879 — Mon–Fri 8am–6pm
Quote your booking reference (8 characters starting with HCS-) in any communication. Without it, response times will be slower.