Terms & Conditions

1. About these terms

These terms apply to work supplied by The Diagnostic Studio, including vehicle diagnostics, electrical and electronic fault finding, programming, coding, software operations, module replacement or adaptation, security-related work, repairs and associated services.

Nothing in these terms is intended to exclude or restrict any rights or remedies that cannot lawfully be excluded or restricted. Consumers retain their statutory rights.

2. Estimates, diagnosis and authorisation

Diagnostic work is an investigation and does not guarantee that every fault can be identified within an initial period of labour. Where further testing, dismantling, specialist procedures or additional labour are reasonably required, we will seek further authorisation where appropriate before materially increasing the agreed work or cost.

An estimate is our reasonable assessment of likely cost based on the information available at the time. Additional faults, previous repairs, modifications, corrosion, damaged wiring, inaccessible components or other conditions discovered during the work may affect the final cost.

3. Programming, coding and software operations

Programming, coding, flashing, software updating, module adaptation and similar operations can carry inherent technical risks. These may include interruption during a programming operation, pre-existing or latent control-unit defects, communication or network faults, low-voltage events, incompatible or previously modified software, damaged memory, or a control unit becoming unresponsive during or after the procedure.

We will take reasonable care and use appropriate equipment and procedures when carrying out this work. The existence of an inherent technical risk does not exclude our responsibility where loss or damage results from our failure to exercise the care and skill required by law.

If a problem occurs during programming or coding and responsibility is not immediately clear, we will investigate the circumstances reasonably before deciding how the matter should be resolved. Pre-existing faults, prior modifications and failures that would have occurred independently of our work remain the customer's responsibility.

4. Parts and replacement modules

We may supply new, remanufactured or used components where appropriate. Where a used or replacement control module or similar significant component is supplied, its status will be disclosed where reasonably practicable.

We generally do not accept customer-supplied used parts or used electronic modules. This is because their history, condition, compatibility and authenticity may be impossible for us to verify. Any exception must be agreed by us in advance.

Where we agree to fit a customer-supplied part, our responsibility for the quality or suitability of that part may differ from a part supplied by us, but this does not affect rights that cannot lawfully be excluded.

5. Parts payments and special orders

For retail customers, parts with a value of £500 or more will normally require payment in full before ordering. We may also require full or partial payment in advance for lower-value parts where they are special-order, non-returnable, coded, programmed, VIN-specific, imported, unusual or otherwise carry a significant financial risk if the customer cancels.

We will explain any required advance payment before the order is placed. Cancellation and refund rights will be dealt with in accordance with applicable law and the nature of the goods or services concerned.

6. Used parts and warranties

Where we provide a specific warranty on a used part, the duration and scope of that warranty will be stated separately where appropriate. Any such warranty is an additional commercial warranty and does not replace, shorten or remove a consumer's statutory rights.

A warranty claim relates to the part or work covered by that warranty. A later fault is not automatically a continuation of the original fault simply because symptoms appear similar. Unrelated faults, subsequent failures and damage caused by external factors may require separate diagnosis and repair.

Where replacement of a warranted component requires further programming or coding, we may reduce or waive associated labour charges as a matter of goodwill depending on the circumstances. Unless required by law or expressly agreed otherwise, this is not an unlimited promise to provide repeated programming or coding without charge.

7. Payment

Retail invoices are normally payable when the vehicle is collected or when the work is completed, unless another arrangement has been agreed.

Approved trade or account customers may be offered credit terms. Any credit facility is subject to an agreed credit limit and payment period and may be changed, suspended or withdrawn for future work. Where 30-day terms have specifically been agreed for an approved trade customer, payment is due within that agreed period.

The payment due date shown on an invoice applies to that invoice. Queries about an invoice should be raised promptly.

8. Vehicle collection and storage

Customers should arrange collection promptly once advised that a vehicle is ready. If a vehicle is left with us for an unreasonable period after completion without prior agreement, we may give notice that reasonable storage charges will apply. Any such charge will be communicated before it begins to accrue.

9. Customer information and vehicle history

Please tell us about relevant previous work, modifications, known electrical or software issues, non-standard equipment, security devices and other information that could reasonably affect diagnosis or repair. We are entitled to rely on information provided to us unless there is an obvious reason not to do so.

10. Responsibility for our work

We will carry out our services with the level of care and skill required by law. If you believe there is a problem with work we have carried out, please contact us promptly and give us a reasonable opportunity to inspect the vehicle and investigate the concern.

We are not responsible for faults or losses caused solely by matters outside our reasonable control, pre-existing defects, inaccurate information supplied to us, unauthorised subsequent work, misuse or unrelated component failure. Nothing in these terms excludes liability where doing so would be unlawful.

11. Trade customers

Where our customer is a garage, dealer or other business, that business remains responsible for its own relationship with its end customer. Trade pricing, credit arrangements and other commercial terms may be agreed separately and may differ from our standard retail arrangements.

12. Complaints and queries

If you have a concern about our work, an invoice or these terms, please contact us so that we can investigate it.

Email hello@thediagnosticstudio.co.uk or telephone 07927 336199.