Terms & Conditions

1) Who we are and how to contact us
1.1 The website and booking platform are operated by RO London Upgrades.
 
RO London Upgrades
1.2 Company details.

• Legal status: [Sole trader]

• Registered name: RO London Upgrades

• Company number: Not Disclosed

• Registered office / geographic address for complaints & cancellations: East London, Fairmount Drive, South Ockendon, Thurrock,  RM155GP

• Place of establishment: England

• VAT number: Not Disclosed

1.3 Contact. Email info@rolondonupgrades.com · Tel +44 7492 861312 · Postal address: East London, Fairmount Drive, South Ockendon, Thurrock,  RM155GP. We provide support 24/7.
1.4 What we offer. We provide in‑person car services. Bookings are made online and a deposit is paid on the website; the remaining balance is paid in person when the Service is performed.
1.5 Binding agreement. By using the website or placing a booking, you agree to these Terms.
2) Eligibility and acceptable use
2.1 Who can book. You must be 18+ to make a booking and pay a deposit. If under 18, a parent/guardian must book on your behalf and attend the appointment.
2.2 Account & info. Details you provide must be accurate and kept up to date. You’re responsible for activity under your booking/account.
2.3 Prohibited uses. Don’t misuse the Service (e.g., scraping, interfering with security, or unlawful activity). We may suspend access for breach.
3) Bookings, pricing and payment
3.1 Placing a booking. Your online booking is an offer to buy the Services on a specific date/time. We accept by sending confirmation (email/SMS/onsite screen). A contract is then formed between you and us.
3.2 Deposits. A non‑refundable deposit of the service booked is payable online to secure your slot. See section 6 for cancellations, rescheduling and no‑shows.
3.3 Balance. The remaining balance is due in person at the appointment, after the Services are completed or as we direct at the site.
3.4 Prices & VAT. Consumer prices are shown in GBP and include VAT (where applicable). Any optional charges (if ever used) will be shown clearly before you pay.
3.5 Payment methods. We accept credit/debit cards, Apple Pay, Google Pay, Clearpay, Klarna, Cash, and POS (in‑person card).
BNPL (Clearpay/Klarna) is provided by third‑party lenders under their own terms; use may affect your credit, late fees may apply. Your credit agreement is with the provider, not us.
3.6 Errors. We may correct obvious pricing or availability errors and cancel/refund any affected booking promptly.
4) Performance of services
4.1 Location. Services are performed in person at customer location / East London, Fairmount Drive, South Ockendon, Thurrock,  RM155GP.
4.2 Time estimates. Start/finish times are estimates. We are not responsible for delays outside our control (e.g., supplier or access issues).
4.3 Preparation & access. You must ensure we have safe access and any prerequisites (e.g., keys, parking, power). If we can’t perform due to your fault, it may be treated as a no‑show (see 6.4).
5) Consumer information (distance bookings)
5.1 Pre‑contract information. Before payment we show key details: the main characteristics of the Services, our identity/contact details, total price (incl. VAT) and any charges, date/time of performance, and how to cancel/reschedule.
5.2 Cooling‑off (14 days). If you book online or by phone as a consumer, you usually have 14 days to cancel your contract without giving a reason.

• If your appointment is within 14 days and you ask us to start the service during that period, you acknowledge that:

  • you’ll pay proportionately for any work we start before you cancel; and

  • once the service is fully performed, the right to cancel is lost.

• If your appointment is after the 14‑day period and we haven’t begun work, you can cancel within 14 days for a full refund of the deposit.

 
We’ll capture the required consent/acknowledgement at checkout whenever the booking date falls within the 14‑day window.
6) Cancellations, rescheduling, no‑shows and refunds
6.1 Deposits and cancellations.

• General rule: Deposits are non‑refundable if you cancel, regardless of when you cancel, except where a refund is required by law (see section 5.2 and 6.5).

• Cancel ≥24 hours before and we have not begun any preparatory work: we will not refund your deposit, subject to your statutory rights in section 5.2. If we have begun preparatory work at your request within the cooling‑off period, we may deduct a reasonable amount to cover work already done.

6.2 Late changes (<24 hours). If you cancel or request to reschedule within 24 hours of the appointment, we may retain the deposit to cover our lost slot and costs. A new booking will require a new deposit.
6.3 After service is performed. Once the service is completed, no refunds are given except as required by law (see 9.2 for your statutory rights regarding services carried out with reasonable care and skill).
6.4 No‑shows / access failure. If you fail to attend or we can’t access the location at the appointment time for reasons within your control, it is treated as a no‑show and the deposit is forfeited. Rebooking requires a new deposit.
6.5 Our cancellations. If we must cancel, we will offer a new slot or a full refund of the deposit at your choice.
6.6 How to cancel/reschedule. Email info@rolondonupgrades.com or use booking portal. Keep proof of your message time/date.
 
Important fairness note: UK consumer law requires that any deposit we keep for late cancellations/no‑shows reflects a genuine pre‑estimate of our loss and actual costs. We won’t retain more than is reasonable.
7) User content (reviews)
We don’t currently host user‑generated content or reviews within the Service. If that changes, we’ll add standards and licensing terms here. We may request private feedback after appointments and use anonymised, aggregated feedback to improve our Services.
8) Intellectual property
We own all intellectual property rights in the website, branding, text, graphics and software (except third‑party trademarks and tools). You must not copy or reverse‑engineer the website except as permitted by law.
9) Liability
9.1 We do not exclude liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability which cannot be limited or excluded by law.
9.2 Consumers. We will perform the Services with reasonable care and skill. If we fail to do so, you may be entitled to repeat performance or a price reduction. We are responsible for foreseeable loss and damage we cause by breach. We are not responsible for loss that is not foreseeable.
9.3 Business customers (if we accept business bookings). We exclude all implied terms to the fullest extent permitted by law and are not liable for loss of profit, sales, business, or indirect/consequential loss. Our total liability in a 12‑month period is limited to the fees paid for the relevant booking.
10) Third‑party services (payments/BNPL)
Payment processing and Buy‑Now‑Pay‑Later options are provided by third parties (e.g., your card issuer, Apple/Google Pay, Klarna, Clearpay). Their terms and privacy policies apply. We are not responsible for third‑party decisions or fees.
11) Changes to the Service and these Terms
We may update the website, booking procedures, and these Terms (for example, to reflect law or operational needs). We’ll post updated Terms and notify you of material changes. If you don’t agree, you may cancel any future booking in line with section 6.
12) Privacy and cookies
Your personal data will be processed according to our Privacy Policy And Cookies for cookie and similar technology use.
13) Complaints, disputes and governing law
13.1 Complaints. Contact info@rolondonupgrades.com. We aim to resolve issues quickly and fairly.
13.2 Alternative dispute resolution (ADR). We are not committed to using ADR, but we will provide details of ADR bodies upon request.
13.3 Governing law & courts. These Terms (and any non‑contractual disputes) are governed by the laws of England. If you are a consumer resident in the UK, you may bring proceedings in your local courts.
14) Other important terms

• Assignment. We may transfer our rights/obligations to another organisation, without affecting your rights.

• Severance. If a court finds part of these Terms unlawful, the rest remains in force.

• No waiver. Delay in enforcing these Terms does not waive our rights.

• Entire agreement. These Terms are the entire agreement about the Services.