Clear pricing, your approval first, and trusted care from booking to hand-back.
Last updated: 31/01/2026
These Terms & Conditions (“Terms”) apply to all services provided by Sterling Auto Care Ltd (“Sterling”, “we”, “us”, “our”).
By submitting a booking, you (“the Customer”, “you”, “your”) confirm that you have read, understood, and agreed to these Terms.
1. Formation of Contract & Services Offered
1.1 A binding contract is formed when your booking is submitted, subject to these Terms.
1.2 All services are booked on an indicative basis, as the final scope and price may depend on inspection of the vehicle.
1.3 Sterling reserves the right to decline or discontinue services where:
2. Pricing, Estimates & Additional Work
2.1 Quoted prices are estimates only unless expressly confirmed in writing.
2.2 If additional work is identified, Sterling will make reasonable efforts to obtain your approval using appropriate communication methods (phone, SMS, email, or digital record).
2.3 Where you cannot be contacted after reasonable attempts and delaying work would materially disrupt operations, Sterling may authorise essential additional work up to 10% of the net invoice value, acting reasonably and in your best interests.
2.4 Diagnostic or inspection-only work is chargeable at £80 per hour (minimum 30 minutes). A diagnostic summary will be provided if work is declined.
3. Payments, Deposits & Retention of Vehicle
3.1 Sterling operates a hybrid payment model, which may include a deposit at booking to cover parts or initial costs, with the balance payable on completion.
3.2 Deposits are part-refundable, depending on costs incurred and work undertaken.
3.3 Bank transfer is the preferred payment method. Card payments may be available via third-party providers.
3.4 Vehicles will not be released until all outstanding charges have been paid.
3.5 Where payment is delayed, Sterling may apply reasonable storage charges of £15 per day or part-day and recover additional costs reasonably incurred as a result.
3.6 Sterling exercises its right to retain possession of the vehicle for unpaid charges to the extent permitted by law.
4. Cancellations, No-Shows & Rescheduling
4.1 A minimum of one full working days’ notice is required to cancel or reschedule a booking.
4.2 Late cancellations may incur a charge of up to 30% of the booking value, reflecting costs and lost capacity.
4.3 A booking may be treated as a no-show where the vehicle cannot be handed over in a condition fit to be worked on.
4.4 Sterling may reschedule or cancel bookings due to exceptional circumstances including adverse weather, staff availability, safety concerns, or vehicle hygiene issues.
5. Collection, Delivery & Vehicle Access
5.1 Vehicle collection and return may be arranged by Sterling where agreed.
5.2 The Customer is responsible for providing accurate access details and ensuring the vehicle can be legally and safely moved.
5.3 The vehicle must be appropriately insured and compliant with legal requirements unless otherwise agreed.
5.4 If recovery is required, this will be arranged at the Customer’s cost.
5.5 Vehicle mileage is recorded at collection and return for transparency.
6. Vehicle Condition, Damage & Claims
6.1 Sterling may carry out a pre-service inspection using photographs, video, or digital records where reasonably practicable.
6.2 Sterling is not responsible for pre-existing damage, wear and tear, or latent mechanical faults that become apparent during service.
6.3 Any concerns must be raised within 24 hours of vehicle collection, providing Sterling with a reasonable opportunity to investigate.
6.4 Sterling will act reasonably to resolve any substantiated issues. Claims must be supported by clear evidence that Sterling’s actions directly caused the issue.
7. MOT Services
7.1 Where MOT services are arranged, Sterling acts as agent for the Customer.
7.2 Sterling has no control over MOT outcomes, which are governed by DVSA regulations.
7.3 All costs arising from MOT failure, retests, or remedial work remain the Customer’s responsibility.
7.4 Reasonable storage charges may apply following MOT failure.
8. Third-Party Suppliers & Warranties
8.1 Sterling may engage third-party suppliers, subcontractors, MOT stations, or specialists where appropriate.
8.2 Where Sterling acts as agent, responsibility for third-party work rests with the relevant supplier, subject to statutory rights.
8.3 Warranties for parts and labour are provided by the respective supplier or manufacturer unless otherwise stated.
9. Vehicle Contents, Valuables & Hygiene
9.1 All personal items and valuables are left in the vehicle at the Customer’s own risk. Sterling does not insure or inventory vehicle contents.
9.2 Customers are asked to remove all personal belongings prior to service.
9.3 Sterling reserves the right to refuse service where a vehicle presents a genuine hygiene or safety risk. In such cases, reasonable charges may apply to reflect preparation and lost capacity.
9.4 Valeting and detailing services are delivered on a best-endeavours basis. Cosmetic improvement cannot be guaranteed, and certain defects (including deep scratches, stains, odours, and wear) may not be fully removable.
10. Delays & Events Outside Our Control
10.1 All completion times are estimates only.
10.2 Sterling is not liable for delays caused by factors outside its reasonable control, including weather, supplier delays, traffic conditions, or system outages.
11. Liability & Insurance
11.1 Sterling does not exclude or limit liability for death or personal injury caused by negligence, fraud, or any matter that cannot legally be limited.
11.2 Subject to clause 11.1, Sterling’s total liability is limited to the value of the relevant invoice.
11.3 Sterling is not liable for indirect or consequential losses, including loss of earnings or business interruption.
11.4 Vehicle contents are not insured by Sterling.
12. Data, Records & Communications
12.1 Customers consent to reasonable communication by phone, SMS, email, or similar methods to progress services.
12.2 Digital records, including booking data, photographs, and system notes, may be used to support service delivery and dispute resolution.
12.3 Media will only be used for marketing with explicit consent.
13. Complaints & Chargebacks
13.1 Sterling operates a fair complaints process, available upon request.
13.2 Customers are encouraged to raise concerns promptly to allow resolution.
13.3 Chargebacks initiated without engaging the complaints process may result in recovery of reasonable administrative costs where permitted by law.
14. Acceptance, Updates & Governing Law
14.1 Acceptance of these Terms is required to proceed with booking and may be captured electronically.
14.2 Sterling may update these Terms from time to time. Updated Terms apply to future bookings and are published on our website.
14.3 These Terms are governed by the laws of England & Wales, and disputes are subject to the exclusive jurisdiction of its courts.