Our approach to refunds, cancellations, and service disputes.
This policy sets out how Odessey RV Repair handles refund requests and cancellations in connection with vehicle and RV repair services. Your statutory rights as a consumer under UK law are not affected by this policy.
Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill, within a reasonable time, and at a reasonable price (where no price was agreed in advance). If a service does not meet these standards, you may have a right to ask us to repeat or fix the service at no extra cost, or to receive a price reduction.
These statutory rights cannot be waived or limited by this policy or by any other contractual terms.
If you are not satisfied with work carried out, we ask that you contact us as soon as possible so we can assess the situation. We prefer to resolve any concerns directly and promptly.
To raise a concern, please contact us by:
When raising a concern, please provide your name, contact details, the date of the work, and a clear description of the issue. We will respond within 5 working days and, where appropriate, arrange an inspection.
Refunds for repair labour are considered on a case-by-case basis. Where we have failed to carry out work to a reasonable standard and are unable to remedy the situation within a reasonable time or at no additional cost to you, a partial or full refund of the relevant labour charge may be appropriate.
Refunds are not typically provided where:
Parts supplied and fitted as part of a repair are subject to the manufacturer's warranty terms where applicable. If a part fails within the manufacturer's warranty period and the failure is attributable to the part itself (rather than installation error or misuse), we will work with you to address the issue in accordance with those terms.
Parts that have been correctly fitted and are functioning as expected are not eligible for refund simply because you have chosen not to proceed with further work.
Charges for diagnostic work — including connecting to the vehicle's OBD system, inspecting systems, or providing a written assessment — are generally non-refundable once the work has been carried out. This is because diagnostic time represents skilled labour applied to your vehicle regardless of whether you proceed with any recommended repair.
Where a diagnostic assessment has been carried out and a repair subsequently undertaken on the basis of that assessment, the diagnostic charge may be applied against the cost of the repair in some circumstances. Please discuss this at the time of booking.
If you need to cancel a scheduled appointment, please let us know as soon as possible by phone or email. We do not charge a cancellation fee for appointments cancelled with reasonable notice (at least 24 hours before the scheduled time).
Where we have already sourced specific parts for a booked job on your request and you subsequently cancel or do not proceed, we may seek to recover the cost of those parts where they cannot be reasonably returned to the supplier.
If we are unable to reach a satisfactory resolution to a dispute directly, you may wish to contact the following organisations for further assistance:
For any questions about refunds or this policy, please contact us at [email protected] or call +44 078 5667 6815.