Booking Fee and Cancellation Policy
Booking fees
A booking fee may be required to reserve workshop capacity at Lara AutoCentre and, where applicable, to order, allocate or prepare parts for your vehicle.
Where stated in the confirmed quotation or service description, the booking fee will be credited against the final repair invoice when the booked work is completed.
The booking fee is not automatically treated as a separate additional charge on top of the confirmed repair price.
Cancelling or rescheduling an appointment
Please provide as much notice as possible if you need to cancel or change your appointment.
Where at least 72 hours’ notice is provided, we will normally offer one transfer to another suitable appointment. A refund may also be available, subject to any reasonable and unrecoverable costs already incurred specifically for the booking.
Where between 24 and 72 hours’ notice is provided, we will normally offer one transfer to another appointment. Any refund may be reduced by reasonable costs already incurred, including supplier cancellation charges, non-returnable parts or workshop losses that cannot reasonably be recovered.
Where less than 24 hours’ notice is provided, or the customer does not attend, Lara AutoCentre may retain some or all of the booking fee to cover reasonable losses arising from the unused workshop time, administration and costs committed for that booking.
If we are able to refill the cancelled workshop slot, return the parts without charge or otherwise recover the relevant costs, the amount retained will be adjusted accordingly.
Vehicle-specific and special-order parts
Where parts have been ordered specifically for the customer’s vehicle, any genuine non-returnable parts costs, supplier cancellation charges or restocking fees may be deducted from a refund.
We will explain any such deduction and will not retain more than the reasonable costs and losses actually incurred.
Late arrival
Customers should arrive at the agreed drop-off time. A significant late arrival may reduce the available workshop time or require the appointment to be rescheduled.
Where a booking has to be rescheduled because of a substantial late arrival, the booking-fee and cancellation provisions may apply.
Cancellation by Lara AutoCentre
If Lara AutoCentre cancels the appointment and cannot offer a suitable alternative, any booking fee paid will be refunded in full.
We will not be responsible for reasonable delays caused by events outside our control, such as unavailable parts, supplier delays or circumstances affecting workshop safety, but we will keep the customer informed and arrange an alternative appointment where appropriate.
Online and telephone bookings
Customers booking online or by telephone may have statutory cancellation rights.
Where the customer expressly asks Lara AutoCentre to begin providing the service, preparing the vehicle-specific work or committing reasonable costs before the end of any applicable cancellation period, the customer may be required to pay for work and reasonable costs incurred before cancellation.
Where the service has been fully performed following the customer’s express request and acknowledgement, the statutory right to cancel may no longer apply.
Additional faults and work
The confirmed price applies to the work and components listed in the quotation or service description.
Additional faults, damaged components, seized fixings, previous poor repairs or further required work will be explained and quoted separately. Additional work will not be carried out without customer approval, except where immediately necessary to protect safety or prevent further damage and the customer cannot reasonably be contacted.
Statutory rights
Nothing in this policy limits or removes the customer’s statutory consumer rights.