Refund Policy

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Apex Performance Edenbridge – Refund, Cancellation and Deposit Policy

At Apex Performance Edenbridge, many of our services are custom, vehicle-specific, and time-slot based. Because of this, refunds are handled in line with the terms below and your statutory consumer rights.

1. Your statutory rights

Nothing in this policy excludes or limits any rights you have under applicable consumer law. Where we provide services to consumers, those services will be carried out with reasonable care and skill. If we fail to meet our legal obligations, you may be entitled to remedies under the Consumer Rights Act 2015. 

2. Deposits

Deposits are used to secure booking slots, staff time, workshop capacity, and where applicable, vehicle-specific preparation, ordered parts, or calibration planning.

Unless otherwise agreed in writing:

• deposits are non-refundable if you cancel late, do not attend, or decide not to proceed after we have reserved the booking and committed time or costs;

• deposits may be transferred once to a rearranged booking if we agree in advance and you give reasonable notice;

• if we cancel your booking and cannot offer a suitable alternative, your deposit will be refunded in full.

Any deposit retention must remain fair and proportionate; terms that go beyond that may be challenged as unfair under UK consumer law. 

3. Custom tuning, remaps and bespoke services

ECU remaps, TCU/gearbox tuning, dyno calibration, custom fabrication, diagnostics, and other bespoke services are prepared specifically for the customer vehicle and requested outcome.

Once work has started, you will generally not be entitled to a refund simply because you change your mind, unless required by law or unless we agree otherwise in writing.

Where software, calibration, labour time, diagnostics, or fabrication work has already been carried out, charges may still apply even if the vehicle is later returned to standard or the customer decides not to continue.

4. Parts and special-order items

Special-order, made-to-order, custom, electrical, or vehicle-specific parts are generally non-refundable once ordered, unless faulty, not as described, or otherwise required by law.

Any approved returns for standard stock items must:

• be agreed by us in advance;

• be unused and in re-saleable condition;

• be returned in original packaging where possible;

• be returned within the time period we specify.

A restocking charge may apply where permitted and where made clear in advance.

5. Cancellations and rescheduling

If you need to cancel or move a booking, contact us as soon as possible.

Unless we agree otherwise in writing:

• cancellations with sufficient notice may be rescheduled;

• late cancellations may result in loss of deposit;

• failure to attend a booked appointment may result in the full deposit being retained and future bookings requiring payment in advance.

6. Distance, online and phone bookings

Where a booking is made online, by phone, or otherwise at a distance, consumers may in some cases have a 14-day cancellation right. However, that right can change depending on the type of contract and whether services have begun at the customer’s request. The UK government also notes separate rules for online and distance sales. 

If you ask us to begin work, order parts, reserve workshop time, or start a bespoke service during any applicable cancellation period, you acknowledge that:

• you are requesting early performance of the contract; and

• you may lose or reduce any cancellation/refund right once work has begun or where the service has been fully performed, subject always to your statutory rights. 

7. Faults, issues and remedy process

If you believe there is a problem with work we have carried out, you must notify us as soon as reasonably possible and give us a fair opportunity to inspect the vehicle and, where appropriate, remedy the issue.

We will not usually accept claims for refund or liability where:

• another garage or tuner has altered, removed, overwritten, or interfered with our work before we have had the chance to inspect it;

• the vehicle has developed unrelated mechanical faults;

• the vehicle has been used contrary to our advice or outside safe operating limits;

• supporting modifications, maintenance, fuel quality, or hardware condition are unsuitable for the agreed setup.

Where we are legally responsible for a failure in service, the Consumer Rights Act 2015 provides remedies such as repeat performance or, in appropriate cases, a price reduction.

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8. Customer-supplied vehicles and condition

All tuning and performance work is carried out on the basis that the vehicle is mechanically suitable for the requested service. Existing faults, warning lights, poor maintenance, incompatible modifications, low-quality fuel, or component weakness may affect the result.

We reserve the right to refuse or stop work where a vehicle appears unsafe, unsuitable, or likely to produce unreliable results. In such cases, inspection or diagnostic charges may still apply.

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9. Expected results

Performance gains, sound changes, drivability changes, and dyno figures vary between vehicles depending on condition, hardware, fuel, software version, environment, and previous modifications. Any figures, estimates, or examples we provide are illustrative unless expressly confirmed in writing as part of your booking.

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10. Refunds where due

Where a refund is due, we will process it back to the original payment method where possible, within a reasonable time.

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11. Contact

For cancellations, booking changes, or issues with completed work, contact:

Apex Performance Edenbridge
Apex Performance Edenbridge, unit 1, 1 fircroft way, Edenbridge, TN8 6EL
support@apexperformanceedenbridge.co.uk 
www.apexperformanceedenbridge.co.uk

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