Terms & Conditions

By accessing our website, creating an account, requesting a quote, making a booking or using any services provided through the Platform, you agree to be legally bound by these Terms & Conditions.

These Terms apply to you as a customer. If you provide services through the Platform as a mechanic or garage, separate Mechanic Terms & Conditions apply to you. Our handling of your personal data is described in our separate Privacy Policy.

1Introduction

Hon Car Service Ltd operates an online vehicle repair, maintenance, servicing, MOT and recovery marketplace.

Our Platform allows customers to obtain quotations, book vehicle services and connect with independent mechanics and garages.

Hon Car Service acts as a booking, administration and payment-collection platform. The mechanics and garages who use the Platform are independent service providers who carry out the physical work on vehicles and who supply those services to you directly.

These Terms apply to all customers of the Platform.

Nothing in these Terms affects your statutory rights under applicable UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

2Definitions

In these Terms:

• "Hon Car Service", "we", "our" or "us" means Hon Car Service Ltd.
• "Platform" means the website, applications, customer dashboard, booking system and associated services operated by Hon Car Service.
• "Customer", "you" or "your" means any person requesting, booking or receiving services through the Platform.
• "Mechanic" means an independent mechanic, garage or vehicle service provider using the Platform to accept and carry out work.
• "Booking" means a confirmed customer order accepted through the Platform.
• "Vehicle" means the vehicle connected to the Booking, as identified by its registration mark (VRM).
• "Quote" means the estimated price displayed before a Booking is placed, covering parts and labour (and VAT where the Mechanic is VAT-registered).
• "Additional Work" means any work not included in the original Booking.
• "Services" means repairs, servicing, diagnostics, inspections, MOT-related services, recovery, collection and delivery services and any other vehicle-related services offered through the Platform.
• "Business Day" means Monday to Friday excluding public holidays in England.

3About Hon Car Service

Hon Car Service provides a technology platform that connects customers with independent vehicle service providers. We:

• provide quotations;
• manage bookings;
• collect payment on behalf of participating Mechanics;
• provide customer support;
• provide complaint handling;
• administer warranty claims where applicable.

We do not directly employ the Mechanics carrying out work booked through the Platform. Unless expressly stated otherwise, Mechanics operate as independent businesses and are the supplier of the Services to you. The Mechanic performing the work remains responsible for the Services supplied to the customer.

4Customer Accounts

Customers may create an account to manage bookings and vehicle information.

You are responsible for maintaining the confidentiality of your login credentials, and for ensuring that all information you provide to us remains accurate and up to date.

We reserve the right to suspend or terminate accounts where:

• false information is provided;
• fraud is suspected;
• abusive behaviour occurs;
• payment obligations are not met;
• these Terms are breached.

5Customer Responsibilities

You agree to:

• provide accurate vehicle information;
• provide accurate contact details;
• ensure the Vehicle is accessible at the agreed location;
• provide a safe working environment;
• disclose known faults where possible;
• be available to approve Additional Work when requested;
• ensure your payment method remains valid.

You must not abuse or threaten Mechanics or staff, submit fraudulent bookings, misuse the Platform, or interfere with payment processes. Failure to comply may result in cancellation charges, suspension or termination of your account.

6Vehicle Information

All quotations are based upon the information provided by the customer. You are responsible for ensuring the registration number, vehicle details, fault descriptions and mileage (where requested) are correct.

If incorrect information is supplied, the quotation may change. Where the actual Vehicle or fault differs from the information provided, the Mechanic may provide a revised quote, recommend additional diagnostics or alternative repairs, or cancel the Booking where necessary.

7How Bookings Work

A Booking is created when a customer submits a request through the Platform, and becomes confirmed once it is accepted through the Platform.

Booking dates and times are estimates only. Although we aim to meet requested time slots, delays may occur due to traffic, weather, previous jobs, parts availability, vehicle condition, or other circumstances outside our control.

Mechanics may contact customers directly regarding bookings. Customers will receive booking updates by email, SMS or dashboard notifications.

8MOT Services

MOT testing can only be carried out at authorised MOT testing stations; mobile mechanics cannot legally perform MOT tests.

Where a Booking includes an MOT test, the Vehicle may be collected and transported to an authorised MOT station where applicable. Any repairs required following an MOT failure will require customer approval before work is undertaken. MOT outcomes remain subject to DVSA testing standards and requirements.

9Mobile Mechanic Services

Many Services are performed by mobile mechanics at the customer's chosen location. Customers must ensure safe access to the Vehicle, sufficient working space, compliance with local parking restrictions, and availability of keys and vehicle access.

A Mechanic may refuse to carry out work where conditions are unsafe or unsuitable.

10Collection & Delivery Services

Where collection and delivery is selected, customers authorise the Mechanic or appointed driver to collect, transport, road test (where necessary) and deliver the Vehicle back following completion.

Customers should remove valuables from the Vehicle before collection. Hon Car Service and the Mechanic accept no responsibility for personal belongings left inside the Vehicle unless caused by negligence.

11Recovery Services

Recovery services are subject to availability, and estimated arrival times are not guaranteed. Delays may occur due to traffic, weather, vehicle location, road conditions, demand levels or third-party recovery providers.

Additional charges may apply where recovery requirements differ materially from the information originally supplied.

12Quotes & Pricing

All quotations displayed through the Platform are estimates based on the information available at the time of booking. Quotes may be calculated using vehicle information, labour times, parts pricing, location, service type, supplier data, mechanic availability and marketplace pricing rules.

The quoted price is valid only for the specific Vehicle and work selected during booking. The total you pay may also include optional services you choose to add (such as vehicle recovery or a jump-start) and, where your chosen slot falls on a Sunday or public holiday, a priority surcharge. Every such charge is shown to you clearly before you confirm.

Quotes may change if vehicle information is incorrect, faults differ from those originally reported, additional work or parts are required, or supplier prices change before booking confirmation. The final amount payable may differ from the original Quote where Additional Work has been approved by you.

13Pricing, Data and Technical Errors

Whilst we take reasonable care to ensure that vehicle information, labour times, parts information, availability, descriptions and pricing displayed on the Platform are accurate, errors may occasionally occur due to technical issues, supplier data changes, third-party data feeds, vehicle identification errors, human error, software issues, system malfunctions or circumstances outside our reasonable control.

If we discover a material error affecting the price, availability, vehicle compatibility, description or scope of work after a Booking has been placed, we reserve the right to contact you and explain the issue, provide a corrected quote, offer an alternative appointment or service, allow you to proceed with the corrected information, or cancel the Booking and provide a refund of any amount paid.

We will always act reasonably and notify you as soon as reasonably possible if such an error is identified. The Platform may rely on information supplied by third-party providers, vehicle data services, manufacturers, suppliers and external databases. Whilst we take reasonable steps to verify information, we cannot guarantee that all third-party data will always be accurate, complete or up to date.

14Additional Work

Additional Work may be identified after the Mechanic inspects the Vehicle. No Additional Work will be carried out without customer approval unless required by law or necessary to prevent an immediate safety risk.

Approval may be obtained through the customer dashboard, email, SMS, telephone or written confirmation. Once approved, Additional Work becomes part of the Booking and is chargeable. If Additional Work is declined, the Mechanic may be unable to complete the original repair.

15Minimum Labour Charges

Certain Services may be subject to a minimum labour charge — for example where diagnostic work has commenced, fault investigation has been carried out, the Mechanic has attended the Vehicle, or the Vehicle requires inspection before repairs can be recommended.

The minimum charge reflects the Mechanic's time, travel, expertise and administration costs, and remains payable even where no repair is ultimately carried out.

16Payment Authorisation

When you confirm a Booking, your card details are securely saved with our payment provider, Stripe, and an authorisation hold for the full Booking amount is placed on your card using Stripe's manual-capture facility once your Booking is confirmed and accepted.

An authorisation reserves the required funds but does not immediately charge your card. The authorised amount is normally captured only after the booked work has been completed.

Authorisation holds are time-limited by your card issuer and payment provider and may expire before the work is completed. If an authorisation expires before completion, we may charge your securely-saved card for the amount due once the work has been completed. You will never be charged more than the amounts you have agreed.

17How Payments Are Collected

Payments are processed through Stripe, including Stripe Connect. Hon Car Service operates a marketplace model and collects payment from you on behalf of the independent Mechanic who carries out your work.

The Mechanic is the supplier of the repair services. For payment purposes, the charge for the work is made on the Mechanic's behalf through their connected Stripe account. Hon Car Service deducts its platform commission from the amount collected and remits the balance to the Mechanic.

By using the Platform, you authorise Hon Car Service to:

• place payment authorisations;
• capture authorised payments;
• collect approved Additional Work charges;
• process refunds where applicable;
• recover unpaid amounts due under these Terms.

18Payment Failures

If payment collection fails due to insufficient funds, expired authorisations, card declines, security checks, authentication requirements, banking restrictions or payment provider issues, we may request updated payment details, send a secure payment link, request an alternative payment method, suspend future bookings, restrict account access, or withhold documentation where legally permitted.

Any amount due remains payable by the customer. Mechanic payments may be delayed or withheld until customer payment has been successfully collected.

19Additional Work Payments

Approved Additional Work is authorised and charged separately from your original Booking. When you approve an item of Additional Work, a separate authorisation may be placed for that item, which is captured independently once the work is completed. The original Booking authorisation may remain unchanged.

Where your saved card cannot be charged automatically (for example, insufficient funds, or where additional authentication is required), we may send you a secure Stripe payment link to complete payment by card before the work is completed or the Vehicle is released.

20VAT

VAT is charged where required by law.

• Where the Mechanic carrying out your work is VAT-registered, VAT (currently 20%) is included in the price of the Services supplied by that Mechanic.
• Where the Mechanic is not VAT-registered, no VAT is charged on the Mechanic's Services.
• Hon Car Service may charge VAT on its own platform fees and commission.

Each party remains responsible for its own tax obligations.

21Invoices

On completion of the work, an invoice is made available to you through the Platform.

Because the Mechanic is the supplier of the Services, the invoice is issued in the name of the Mechanic or garage that carried out the work, showing their trading name, business address and — where they are VAT-registered — their VAT number. The invoice is generated and distributed through the Platform by Hon Car Service on the Mechanic's behalf, and payment is processed and remitted via Stripe Connect.

A VAT breakdown is shown on the invoice only where the Mechanic is VAT-registered. Where the Mechanic is not VAT-registered, no VAT is shown or charged.

22Refunds

Where a refund is approved, refunds will normally be returned to the original payment method used. Refund processing times vary depending on your card issuer, bank processing times and payment provider requirements, and are estimates only.

23Cancellation by Customer

You may cancel a Booking free of charge provided the Mechanic has not started travelling, incurred costs, ordered parts or begun preparation for the work. Because your card is only captured once the work is complete, cancelling beforehand means nothing is taken from your payment method.

If the Mechanic has already started travelling, attended the location, ordered parts, incurred costs or begun preparation, we may charge a reasonable cancellation or attendance fee to cover those costs. We will always tell you before any such fee is charged. Once work has commenced, a Booking cannot normally be cancelled, although you retain the right to raise complaints regarding the quality of completed work.

24Failure to Attend

We may charge a reasonable attendance fee where the Vehicle, access or keys are unavailable, the customer is not present, the address or vehicle details are incorrect, or the Booking otherwise cannot proceed due to circumstances within the customer's control.

25Safety Issues

If a Mechanic identifies an immediate safety risk — including but not limited to brake failure, steering failure, dangerous tyres, severe fluid leaks, electrical fire risks or dangerous structural defects — the Mechanic may stop work and advise that the Vehicle should not be driven until repaired.

Any additional chargeable repair work still requires customer approval before being carried out, unless otherwise required by law. Hon Car Service and participating Mechanics may refuse to release, drive, collect, deliver or continue working on a Vehicle where doing so would create an immediate safety risk.

26Chargebacks and Payment Disputes

Customers should contact Hon Car Service before initiating a chargeback or payment dispute. Where a chargeback is raised, Hon Car Service may provide evidence including booking records, approval records, photographs, invoices, mechanic reports, communication history and payment records.

Where a chargeback is found to be unjustified, Hon Car Service reserves the right to recover any reasonable losses, fees, costs or unpaid amounts arising from the dispute. Repeated misuse of chargebacks may result in account suspension or termination.

27Workmanship Warranty

Workmanship carried out through the Platform is covered by a 12-month or 12,000-mile workmanship warranty, whichever occurs first. This warranty applies only to the workmanship performed during the original Booking and begins on the date the work is completed.

If the work proves defective within the warranty period, we will arrange for a Mechanic to inspect and remedy the covered issue at no additional cost to you.

28Parts Warranty

Parts supplied as part of a Booking may be covered by the manufacturer's warranty where applicable. Warranty periods vary depending on the manufacturer, supplier, part type and usage conditions, and the manufacturer's warranty terms apply to the relevant part.

Hon Car Service does not provide additional warranties beyond those stated by the manufacturer unless expressly stated otherwise.

29Customer-Supplied Parts

Customers may request that Mechanics install parts supplied by the customer. Where customer-supplied parts are used, compatibility, quality and manufacturer warranty remain the customer's responsibility.

Neither Hon Car Service nor the Mechanic accepts responsibility for incorrect, faulty or unsuitable supplied parts, or for delays caused by supplied parts. Labour charges remain payable regardless of part suitability, and no workmanship warranty applies where failure results from customer-supplied parts.

30Diagnostics & Inspections

Diagnostic and inspection services involve professional assessment based upon information available at the time of inspection. Certain faults may be intermittent, develop later, remain hidden during inspection, or require further investigation.

A diagnosis represents the Mechanic's professional opinion at the time of inspection and is not a guarantee that all faults will be identified. Diagnostic charges remain payable whether or not a repair proceeds.

31Complaints Procedure

If you are dissatisfied with any aspect of a Booking, please contact Hon Car Service as soon as reasonably possible through the customer dashboard, email, our support channels or website contact forms.

We will investigate complaints fairly and reasonably. We may request photographs, videos, invoices, mechanic reports, inspection reports, vehicle information or communication records, and customers agree to cooperate reasonably with any investigation.

32Customer Issues After Completion

If a customer reports an issue following completion of work, Hon Car Service may review the complaint before any final decision is made. During an investigation we may, at our discretion:

• pause or withhold mechanic payouts;
• request further information;
• arrange further inspections;
• request photographs or videos;
• obtain independent technical opinions.

Where appropriate, the Mechanic may be temporarily prevented from accepting new bookings while the complaint is reviewed. Customers do not have direct authority to suspend, remove or restrict Mechanics; all such decisions remain at the sole discretion of Hon Car Service.

33Resolution Options

Where a complaint is upheld, Hon Car Service may, where appropriate, arrange remedial work, arrange a re-inspection, offer a partial or full refund, arrange replacement parts, or apply goodwill compensation. Any resolution offered will depend upon the circumstances of the case.

Nothing in this section limits any statutory rights available to consumers under UK law.

34Photographs, Videos & Vehicle Records

Hon Car Service and participating Mechanics may create and retain photographs, videos, diagnostic records, inspection records, service reports, repair reports and vehicle condition reports.

These records may be used for quality control, warranty administration, complaint investigations, dispute resolution, fraud prevention, insurance purposes and legal compliance. By using the Platform you consent to the creation and use of such records where reasonably necessary. Personal data within these records is handled in accordance with our Privacy Policy.

35Reviews & Customer Content

Customers may submit reviews, ratings, photographs, comments and feedback. By submitting content through the Platform, you grant Hon Car Service a worldwide, royalty-free, non-exclusive licence to display, reproduce, publish, distribute and use such content in connection with the operation, promotion and improvement of the Platform.

We reserve the right to remove content which is abusive, misleading, fraudulent, unlawful or in breach of these Terms.

36Mechanic Vetting & Standards

Participating Mechanics are verified before being onboarded. Verification may include identity verification, business verification, insurance verification, experience and qualification checks, and right-to-work checks where applicable.

Hon Car Service may suspend or remove Mechanics who fail to meet Platform requirements. However, Hon Car Service does not guarantee the performance of any individual Mechanic. Mechanics are bound by separate Mechanic Terms & Conditions.

37Anti-Circumvention

Customers agree not to directly engage, contract with or arrange services outside the Platform with a Mechanic introduced through Hon Car Service for a period of 12 months following their first introduction through the Platform. This restriction protects the operation of the marketplace and the services provided by Hon Car Service.

38Limitation of Liability

Nothing in these Terms excludes or limits liability where such exclusion would be unlawful, including liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or any liability that cannot be excluded under applicable law.

Subject to the above, Hon Car Service's total liability arising from any Booking shall not exceed the amount paid by the customer for the relevant Booking. Hon Car Service shall not be liable for loss of profit, loss of business, loss of opportunity, loss of earnings, consequential or indirect losses, losses arising from information supplied by third parties, or losses caused by inaccurate customer information.

Mechanics remain responsible for the work performed by them and for maintaining their own insurance arrangements.

39Force Majeure

Hon Car Service shall not be liable for delays or failures caused by circumstances beyond our reasonable control, including severe weather, flooding, fire, industrial disputes, pandemics, supplier failures, utility failures, internet failures, governmental actions, road closures or transport disruption.

40Data Protection

Hon Car Service processes personal data in accordance with the UK GDPR, the Data Protection Act 2018 and applicable UK privacy laws. We use personal data for purposes including bookings, customer support, warranty administration, fraud prevention, legal compliance and service improvement.

Full details of the personal data we collect, how we use it, who we share it with and your rights are set out in our separate Privacy Policy.

41Intellectual Property

All intellectual property rights relating to the Platform — including logos, trademarks, software, content, pricing systems, designs, graphics and text — remain the property of Hon Car Service or its licensors. No rights are granted except those expressly stated in these Terms.

42Suspension & Termination

Hon Car Service may suspend or terminate access to the Platform where these Terms are breached, fraud is suspected, abusive behaviour occurs, payment obligations remain outstanding, or legal compliance requires action.

Customers may stop using the Platform at any time. Outstanding obligations remain payable following termination.

43Changes to These Terms

We may update these Terms from time to time. Updated versions will be published on the Platform, and we will notify registered users of material changes where appropriate. Continued use of the Platform following publication constitutes acceptance of the updated Terms.

44Governing Law

These Terms are governed by the laws of England and Wales, and any dispute arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts. Nothing in these Terms affects any consumer rights available under UK law.

45Contact Us

If you need to contact us, please use the details below.

By using the Platform, creating an account, requesting a quotation or placing a Booking, you confirm that you have read, understood and agreed to these Terms & Conditions.