Matrix Customs

MATRIX CUSTOMS TERMS AND CONDITIONS

When you book online or via phone with Matrix Customs, you should read and agree to the terms and conditions of the booking prior to making an appointment. Once an appointment has been made, you are bound under the terms and conditions herein.

Booking Terms & Conditions

Customers should remove all personal belongings, money and other significant items from their vehicle prior to any type of detailing.

Matrix Customs will not accept any liability for any loss or damage to any personal property including the vehicle being serviced, any belongings contained inside of the vehicle or to the location of service. Assure that your vehicle is being serviced in a lawful and safe area and if you feel otherwise please communicate your concerns with the technician.

All vehicles are cleaned at the customers own risk and must be able to withstand normal cleaning processes. Any damage claims as a result of cleaning will be limited to the cost of the service.

We cannot guarantee any firm times when accepting your booking.

Our detailing times are an estimate only. Each vehicle is different and may require more or less time to fulfil the detailing type.

We reserve the right to use any one of our experienced staff to undertake your auto detailing and may need to change the detailer at short notice without penalty.

Whilst every effort will be made to keep regular bookings to the same day and time each week, sometimes it may be necessary to make changes but we will endeavour to communicate the changes prior to arrival.

We reserve the right to take a debit or credit card details to secure the booking.

We reserve the right to alter or move a booking in line with staffing levels and/or weather conditions and /or machinery or equipment failure.

All vehicles are cleaned at the customers’ own risk.

Matrix Customs reserves the right to refuse or deny any booking or continue with their service if they deem the customer to be unreasonable.

Matrix Customs reserves the right to refuse or deny customer demands above and beyond the booked detailing.

Matrix Customs will not tolerate any verbal or physical abuse towards any of its staff under any circumstances and will take the relevant actions should any such behaviours be encountered.

Pricing and payments Terms & Conditions

The price of the service must be agreed by the service supplier prior taking possession of the customer’s vehicle. By leaving your vehicle with the service supplier, you have entered into a verbal agreement for the service at the agreed price. 

A £20 deposit will be charged when the booking is made. 

Payment in full to be made upon delivery or collection of the vehicle to the Customer.

Matrix Customs reserve the right to charge an hourly rate of £35 (or proportion thereof) for any work that is not within the boundaries of the booking.

A minimum 30% surcharge will be applied to all jobs that involve excessive pet hair, urine, vomit, blood, feces, or other hazardous materials.

Our prices are based on detailing type, location, type of car and condition of the vehicle.

Matrix Customs reserves the right to charge each vehicle according to its condition, the type of vehicle and the customer location.

Matrix Customs reserves the right to amend any price during the detailing should it differ from the original estimate.

Communications

Matrix Customs will send you SMS text messages to confirm your service request and to conduct a customer satisfaction survey after the job is completed. 

When your service request is matched to one of our detailers, your name, phone number and vehicle information will be shared with that service provider.

Matrix Customs may call you directly to schedule your service or conduct a customer satisfaction survey. In the event of a cancelled request, we may call you to inquire about your reasons for cancelling.

All inbound and outbound customer service calls may be recorded for quality assurance.

Our Service Terms & Conditions

In certain products there are chemicals and hazardous substances therefore the customer has no access in the working area.

We may ask you where you heard about Matrix Customs in order to gauge our marketing strategies.

We may conduct customer satisfaction surveys.

We must have permission to hold a debit or credit card to secure a regular booking and we will charge the card after each visit.

Cancellation Terms & Conditions

We require 24 hours notice to cancel any booking/detailing service.

Failure to provide 24 hours advance notice of cancellation will result in a minimum charge of £20 (the deposit payed when making the booking).

Matrix Customs reserves the right to alter or amend a booking time/date without penalty but wherever possible will let the customer know.

Matrix Customs reserves the right to alter a booking or move a booking in accordance to its staff levels, weather conditions and/or equipment failure without penalty to the company.

Service Guarantee

If there is probable and clear cause that the service technician did not fulfil the package as ordered or there is clear evidence of poor craftsmanship, we will at our cost redo the uncompleted or unsatisfactory portion of the service free of charge.

Any claims must be filed within 48 hours of the completion of the service by phone or email. Pictures of the area must be emailed to Matrix Customs within 24 hours of the claim being made.

Ceramic coating Warranty

Matrix Customs will assess the damage and customer need to meet our warranty guidelines.

Warranty cover starts the day the service is executed.

To maintain warranty period, it is important that the vehicle owner must wash their car or get their car washed on regular basis to avoid contamination build up.

Vehicle washed with poor methods such as manual car wash, hand car wash, brushes or automatic wash will void the warranty.

Damaged caused by nails, storms, accidents, natural disasters or accident damage which has been fixed with repainting the panel will not cover under warranty.

Pre-Existing Damages

It is difficult to find pre-existing damages during the initial vehicle inspection, some vehicles, tend to have interior components that are broken, scratched, worn out, faded, don’t work or become loose and cracked without the owner’s knowledge, therefore should Matrix Customs’ representative find any items that are not working properly, worn, scratched, cracked, faded, or broken we will bring it to your attention, therefore you agree not to hold Matrix Customs responsible for any pre-existing damages to your car.

Dirt can hide swirl marks, scratches, dings, paint chips, fine lines and marks, should Matrix Customs representative find any exterior imperfections, we will make you aware, however Matrix Customs will not be responsible for correcting these pre-existing paint imperfections if your service does not include it. Matrix Customs will not be held responsible should we find pre-existing paint imperfection during our normal course of detailing that you were not aware of.

Intellectual Property Rights

All Intellectual Property Rights produced from or arising as a result of the service agreement shall become the absolute property of Matrix Customs.