Terms & Conditions and Refund Policy

1. Business Model, Agency Role & Intermediary Disclaimer

By requesting a service through us, you explicitly acknowledge and agree that:

• Booking Agent Role: We operate strictly as an administrative booking and dispatch intermediary. The deposit paid to us covers our administrative processing, route allocation, and dispatch service.
• Direct Contract for Service: The physical fitting service and supply of tyres are carried out under a direct contract between you (the customer) and the attending technician or partner company. The remaining balance for the job is paid directly to the attending technician on-site upon completion.
• Workmanship & On-Site Disputes: Because the physical work is executed by independent traders or sub-contractors, any claims regarding workmanship, property damage, or on-site payment disputes must be raised directly with the attending technician on-site. We accept no direct liability for the physical execution of the service once dispatched.

2. Arrival Estimates & Agreed Delay Window

• Target Arrival Windows: Our standard estimated time of arrival (ETA) is 45 to 60 minutes from booking confirmation.
• Traffic & Dynamic Delays: Estimated arrival times are indicative only and not a guaranteed deadline. Mobile units can be delayed by dynamic traffic, weather, road closures, or complex emergency call-outs.
• Agreed Delay Tolerance (+60 Minutes): By placing a booking, you explicitly agree to a grace period buffer of up to an additional 60 minutes beyond the initial ETA (totaling up to 120 minutes from booking) before treating the appointment as delayed.
• Cancellation En Route: If you choose to cancel while a technician is en route within this agreed window, your deposit is retained to cover actual operational costs (fuel, administrative processing, and technician allocation time already spent).
• Fault on Our Side: If we fail to arrive within the total agreed window (including the 60-minute grace period) and cannot offer a reasonable alternative, this is treated as a service failure on our part, and your deposit will be refunded in full.

3. Call-Out Deposit & Cancellation Policy (Strict Refund Limitations)

Refunds are strictly limited to specific operational failures on our side. Under no other circumstances will deposits or payments be refunded.

• What the Deposit Covers: The deposit covers fixed, non-recoverable operational dispatch expenditures (route locking, administrative overheads, technician call-out allowances, and fuel).
• Technician Non-Attendance: If you paid a deposit and no technician attends your location to attempt or carry out the booked service, we will process a full refund of your deposit.
• Strictly Non-Refundable in All Other Cases (Customer Cancellations & Issues): Once a technician or partner company has been dispatched, your deposit is 100% non-refundable under all other circumstances. This includes, but is not limited to:
  • Cancelling your order after dispatch for any reason.
  • Failing to be present or accessible at the vehicle location upon arrival.
  • Providing inaccurate location, address, or vehicle information.
  • Refusing the standard budget tyre supplied upon arrival.
• Completed Work: Once work has been carried out on-site, fees paid are non-refundable, subject only to the specific tyre size/brand correction remedies outlined in Section 4.

4. Tyre Specifications, Brands & Specific Refund/Replacement Conditions

Our liability to provide a refund or secondary dispatch/replacement is strictly limited to the two scenarios detailed below. No refunds or replacements will be issued in any other scenario.

• Customer Responsibility: It is your sole responsibility to provide the correct tyre size, load index, and speed rating prior to booking confirmation.
• Default Supply (Budget Tyres): Unless you explicitly request, confirm in writing, and pay for a specific premium or mid-range brand prior to dispatch, all bookings are fulfilled using standard budget/economy brand tyres.
• Incorrect Sizing Provided by Customer: If the technician arrives and the tyre supplied does not fit because you provided incorrect sizing details, this is treated as a customer cancellation under Section 3. The deposit is retained to cover dispatch costs, and a new booking and deposit will be required to re-attend.
• STRICT QUALIFYING CONDITIONS FOR REFUND OR REPLACEMENT:
  • Wrong Size Supplied Due to Our Error: If you provided the correct tyre size, load index, and speed rating prior to booking, and the technician supplies an incorrect size that does not match your specification, we will either re-dispatch to replace the tyre with the correct size at no additional cost or issue a refund.
  • Wrong Brand Supplied: If you explicitly requested, confirmed in writing, and paid for a specific premium or mid-range brand prior to dispatch, and a different brand is supplied without your prior written agreement, we will either replace the tyre with the correct brand ordered or issue a refund.
• Excluded Scenarios (No Refund or Replacement): Outside of the two qualifying conditions above and technician non-attendance, no refunds or free replacements will be provided under any circumstances.
• Immediate Inspection on Site: You are required to inspect the fitted tyre(s) alongside the technician upon completion before settling the remaining balance.
• Road Hazards & Punctures Disclaimer: Neither we nor the attending technician accept any liability for tyre damage occurring after the vehicle is driven away. This includes, but is not limited to: punctures, bursts, sidewall bulges, impact damage from potholes or kerbs, sharp road debris, incorrect inflation, or vehicle alignment issues. New tyres carry standard manufacturer warranties for intrinsic manufacturing defects only, which do not cover post-installation road hazards.

5. Zero-Tolerance Policy (Abuse & Harassment)

We operate a strict Zero-Tolerance Policy to ensure office staff, call handlers, and field technicians are safe from harm and abuse.

• Unacceptable Conduct: Verbal abuse, swearing, shouting, physical intimidation, threats, or aggressive behavior toward our personnel or partner technicians is strictly prohibited.
• Consequences: If unacceptable behavior occurs, the technician will immediately terminate the visit, and the service will be cancelled. Your deposit will be forfeited to cover the dispatch costs already incurred.
• Legal Referral: Threats, intimidation, or fraudulent chargeback threats may be formally reported to the police or referred to civil legal representatives.