Customer Terms and Conditions

Trading name: WeFix Motors.

Telephone: 07508 200 425.

These terms apply when a consumer asks WeFix Motors to arrange and supply a mobile vehicle service. Online booking is currently limited to addresses that we confirm are within London or Greater London.

You must be at least 18 and have authority from the vehicle owner, keeper or other person entitled to authorise the requested work.

Submitting the online form creates a booking request. It does not reserve a mechanic, guarantee an appointment or itself form the repair-services contract.

A binding contract is formed when WeFix Motors confirms that a mechanic has accepted the job. The commercial free-cancellation period begins only when the assigned mechanic starts travelling to you (presses On My Way), and then lasts for 15 elapsed minutes. Card authorisation, checkout, booking and mechanic acceptance do not start this period, and mechanic arrival does not shorten it.

Acceptance does not guarantee arrival regardless of emergencies, unsafe conditions, breakdowns, severe weather or circumstances outside reasonable control. We will act reasonably, keep you informed and, where appropriate, offer reassignment, rescheduling or cancellation without charging you for our failure.

The customer-facing quote is the complete agreed price for the described service, subject to its stated validity and the information you gave us. Stripe places a temporary card authorisation for the entire confirmed total when you book. It is not captured at booking and it is not a deposit.

We do not increase the agreed price or carry out additional chargeable work without your clear approval. A mechanic may stop and explain if inspection or diagnostics reveals a different or additional fault. Diagnostics identify faults only within the reasonable scope and limitations of the agreed test; they do not guarantee that every intermittent, hidden or unrelated fault will be found.

A quote may assume listed parts or parts of equivalent specification and quality. We may propose a suitable equivalent if the original becomes unavailable, but will obtain approval where the change is material. Specifically ordered or personalised parts are dealt with under the cancellation policy and only to the extent the law permits recovery.

If these requirements are not met, the mechanic may pause or refuse unsafe or unlawful work. A customer-caused failure label does not by itself create a charge: evidence, work supplied, direct reasonable loss, mitigation and an authorised review are required.

• Provide accurate contact, vehicle registration, vehicle condition, modification, previous-repair, fault and service-location information.
• Ensure the vehicle, keys and agreed access are available at the appointment window.
• Provide a lawful, reasonably level and safe place to work, with enough clearance and no avoidable risk to the mechanic, public or property.
• Tell us about access restrictions, parking rules, permits, fluid leaks, unstable surfaces, roadside risks or other hazards before attendance.

Appointment times are arrival windows unless expressly agreed otherwise. Traffic, earlier-job overruns, parts availability, weather, emergencies and vehicle access can cause delay. We will take reasonable steps to notify you and minimise disruption.

We may assign a different suitably eligible mechanic where reasonably necessary. If every configured dispatch offer is exhausted, or we otherwise cannot complete the service, the booking is cancelled automatically where applicable and the complete uncaptured authorisation is released. No cancellation charge is applied for our failure.

We may record vehicle-condition photographs, repair evidence, parts used, job timestamps and a customer completion signature to document the work, handle safety and quality, resolve complaints and meet legal obligations. Our Privacy Notice explains access and retention.

Tell the mechanic before work ends if you want to keep a removed part. We may be unable to return items that must be exchanged with a supplier, safely disposed of, quarantined, or retained for a warranty investigation; we will explain where this applies.

Stripe-hosted Checkout authorises the entire confirmed job total on your card. The full amount is captured only after successful job completion has passed our authenticated evidence workflow. WeFix Motors does not receive or store your card details.

If you cancel at or after the 15-minute deadline but before job completion, Stripe captures £20.00 (or the lower total authorised amount) as the one final charge and releases the uncaptured remainder. We do not use a deposit, a second charge or multiple captures.

Releasing an uncaptured authorisation is not a refund. We instruct Stripe to release it immediately, but your bank controls when the pending transaction disappears.

The Cancellation and Refund Policy forms part of these terms. Free cancellation is available for the first 15 elapsed minutes after the assigned mechanic starts travelling. Cancellation is also free before that, while a mechanic is being found and after a mechanic accepts. Mechanic acceptance alone does not start the 15-minute period, and mechanic arrival does not shorten it. This commercial promise is additional to, and does not shorten, statutory cancellation rights.

Before the On My Way deadline, a customer cancellation releases the full authorisation. A customer cancellation at or after that deadline captures £20.00, capped at the authorised amount, and releases the remainder. WeFix or dispatch failure captures nothing and releases the full hold. Post-capture refunds are a separate exceptional process. Statutory rights remain unaffected.

We will perform services with reasonable care and skill and within a reasonable time where no time is fixed. Parts must be as described, satisfactory and fit for their disclosed purpose where the law applies.

No separate fixed commercial workmanship-warranty period is promised until it is confirmed in the Warranty Policy. This does not restrict statutory rights.

For customer-supplied parts, you remain responsible for their selection, provenance and compatibility. We remain responsible for carrying out the agreed fitting service with reasonable care and skill, but do not promise the quality or durability of a part we did not supply.

We do not exclude liability where it would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or breach of non-excludable consumer rights.

We are responsible for loss that was a foreseeable result of our breach or failure to use reasonable care and skill. We are not responsible for business losses suffered by a consumer, pre-existing or unrelated faults, or loss caused by inaccurate information or unsafe conditions to the extent that allocation is fair and lawful.

Please follow the Complaints Policy or raise a complaint on 07508 200 425. These terms are governed by the law of England and Wales. You may bring proceedings in the courts applicable under mandatory consumer law, including the courts where you live where the law gives that right.