John Banks Limited – Consumer Aftersales Parts & Service Terms & Conditions
John Banks Limited – Consumer Aftersales Parts & Service Terms & Conditions
John Banks Limited – Consumer Aftersales Parts & Service Terms & Conditions
Contents
1. Background & Application. 2
2. Definitions & Interpretation. 2
4. Diagnostics & Investigation. 3
6. Additional Work & Authorisation. 4
7. Parts Availability, Delays & Warranty Work. 4
8. Manufacturer & Third-Party Warranties. 5
10.1 Availability & Agreement 5
10.2 Eligibility Requirements. 6
10.4 Insurance Excess (Standard Liability) 6
10.5 Collision Damage Waiver (CDW) 6
10.6 What the CDW Does NOT Cover 6
10.8 Accidents & Damage Reporting. 7
10.9 Vehicle Use Restrictions. 7
14. Cancellation & Distance Selling. 9
17. Complaints & Motor Ombudsman. 9
18. Changes to These Terms. 10
19. Governing Law & Jurisdiction. 10
1. Background & Application
These Terms and Conditions apply to the provision of Services by John Banks Limited, a company registered in the United Kingdom (Company No. 01831725) whose registered office is at Kempson Way, Moreton Hall, Bury St Edmunds, Suffolk, IP32 7AR (“the Garage”).
They apply only where the Customer is a Consumer, as defined by the Consumer Rights Act 2015.
Nothing in these Terms affects your statutory rights.
2. Definitions & Interpretation
In these Terms and Conditions, unless the context otherwise requires:
“Consumer” means an individual acting wholly or mainly outside their trade, business, craft or profession.
“Customer / You / Your” means a Consumer who requires Services from the Garage.
“Garage / We / Us / Our” means John Banks Limited and any of its aftersales branches listed at www.johnbanks.co.uk/find-us.
“Services / Work” means servicing, diagnostics, repairs, maintenance or parts supplied.
“Vehicle” means your car, van, motorhome, motorcycle, caravan or trailer.
“Estimate” means an approximate price.
“Quotation” means a fixed price agreed in advance.
“Price” means the total price payable including parts, labour, VAT and any agreed charges.
“VHC” means the Electronic Vehicle Health Check provided via the Pinewood system.
“Courtesy Car Agreement” means the separate agreement governing use of a courtesy vehicle.
Interpretation provisions apply as per standard contract construction.
3. Booking Services
3.1 You may request a booking by telephone, email, online booking, live chat or SMS or via the manufacturer portals which feed directly to John Banks Group.
3.2 You must provide:
Owner / keeper contact details
Preferred date
Nature of work required
Vehicle registration (and VIN if applicable)
Details of any service plan or warranty
3.3 We will confirm your booking by email, SMS or verbally.
3.4 A binding contract for Services is formed only when we confirm acceptance of the work.
4. Diagnostics & Investigation
4.1 Some faults require diagnostic or investigative work before pricing can be confirmed.
4.2 We will agree a diagnostic charge limit with you before work begins.
4.3 Diagnostic charges apply even if no further work is authorised.
5. Estimates, Quotations & VHC Approval
5.1 Where applicable, we will provide:
A VHC report; and
An Estimate or Quotation by email or SMS.
5.2 You may approve work by:
Responding to the VHC
Email
Telephone
SMS
5.3 Once approved, we will proceed with the agreed Work.
6. Additional Work & Authorisation
6.1 If additional parts or labour are required, we will:
Contact you
Explain why
Provide a revised price and time estimate
6.2 No additional work will be carried out without your consent.
7. Parts Availability, Delays & Warranty Work
7.1 We will use reasonable care and skill to complete the Work promptly.
7.2 Some work, including manufacturer warranty repairs, may be delayed due to:
Parts back-orders
Supplier or manufacturer delays
7.3 We are not responsible for delays outside our reasonable control but will keep you informed.
7.4 If delays occur, you may:
Rebook the work; or
Cancel in accordance with Clause 15.
8. Manufacturer & Third-Party Warranties
8.1 If your Vehicle is covered by a manufacturer or third-party warranty:
We will follow required procedures
Approved parts will be used
8.2 You must tell us about any warranty or service plan when booking.
8.3 We are not responsible for delays or refusals caused by warranty providers.
9. Payment & Invoices
9.1 Payment is due on completion of the Work or collection of the Vehicle.
9.2 Accepted payment methods include:
Debit card
Credit card
Bumper Pay by Bank (Open Banking)
Bank transfer
9.3 We may retain possession of the Vehicle until payment is received.
9.4 Interest may be charged on overdue sums at 2% above HSBC base rate.
10. Courtesy Cars
10.1 Availability & Agreement
Courtesy cars are subject to availability and are not guaranteed.
Where a courtesy car is provided, a separate Courtesy Car Agreement must be completed and signed and any payment due must be paid before the vehicle is released.
10.2 Eligibility Requirements
To drive a courtesy vehicle, you must:
Hold a full valid UK driving licence for at least 12 months
Be aged between 21 and 80
Have no more than 6 penalty points
Meet our insurer’s underwriting requirements
We reserve the right to refuse a courtesy vehicle if eligibility criteria are not met.
10.3 Driver Responsibility
You are responsible for:
Fuel used during the loan period
Any parking fines, speeding fines, congestion charges or penalties
Returning the vehicle in a reasonable condition
Any loss or damage to the vehicle, subject to the terms below
10.4 Insurance Excess (Standard Liability)
All courtesy vehicles are insured; however:
In the event of damage or loss, you are responsible for an insurance excess of up to £2,500 per incident
This applies regardless of fault unless recovery is made from a third party
10.5 Collision Damage Waiver (CDW)
We offer an optional Collision Damage Waiver (CDW) to reduce your financial liability.
The CDW is charged at a daily rate (currently £25 per day or part thereof)
Payment must be made in advance before the vehicle is driven
10.6 What the CDW Does NOT Cover
The CDW will not apply, and you may remain liable for the full excess (up to £2,500) or total costs, where damage or loss arises from:
Driving under the influence of alcohol or drugs
Use by an unauthorised driver
Negligent, reckless or dangerous driving
Breach of road traffic laws
Failure to report an accident in line with our procedures
Misuse of the vehicle or use for unauthorised purposes
Theft due to keys being left in or with the vehicle
Failure to take reasonable care of the vehicle
10.7 No CDW Selected
If you choose not to purchase the CDW, you accept full responsibility for:
The insurance excess of up to £2,500
Any associated costs not recoverable from a third party
10.8 Accidents & Damage Reporting
In the event of an accident or damage:
You must:
Stop safely and ensure all parties are safe
Notify us immediately or as soon as reasonably practicable
Provide full details of the incident
Failure to comply may invalidate insurance or CDW protection.
10.9 Vehicle Use Restrictions
Courtesy vehicles must not be used for:
Hire or reward purposes
Racing, track use or off-road driving
Carrying dangerous or illegal goods
Any use outside normal domestic and pleasure purposes unless agreed
11. Care of Your Vehicle
11.1 We will take reasonable care of your Vehicle while it is with us.
11.2 Please remove all personal belongings before work begins.
11.3 We are not responsible for loss of personal items left in the Vehicle.
12. Warranty on Our Work
12.1 Labour Warranty
Workmanship is guaranteed for 1 week or 500 miles, whichever occurs first.
12.2 Parts Warranty
Manufacturer parts are covered for 12 months or 10,000 miles, unless otherwise stated.
12.3 This is in addition to your statutory rights.
13. Liability
13.1 We are responsible for foreseeable loss or damage caused by our breach or negligence.
13.2 We are not liable for:
Loss of use
Loss of income
Indirect or consequential loss
13.3 Nothing limits liability for:
Death or personal injury caused by negligence
Fraud or fraudulent misrepresentation
14. Cancellation & Distance Selling
14.1 You may cancel work before it begins. Any deposit will be refunded less costs incurred.
14.2 If you cancel after work has started, you must pay for:
Labour completed
Parts used
Parts ordered that cannot be returned
14.3 Where bookings are made off-premises, your rights under the Consumer Contracts Regulations 2013 apply.
15. Storage Charges
Vehicles not collected within 3 working days after notification may incur storage charges of £10 per day.
16. Data Protection
Your personal data is processed in accordance with UK GDPR.
Privacy Policy: https://www.johnbanks.co.uk/privacy
17. Complaints & Motor Ombudsman
17.1 Please raise any concerns with the Service Manager or contact:
📧 [email protected]
17.2 If unresolved, you may refer the matter to:
The Motor Ombudsman
https://www.themotorombudsman.org/consumers/make-a-complaint
18. Changes to These Terms
We may update these Terms from time to time. The version in force at the time of booking will apply.
19. Governing Law & Jurisdiction
These Terms are governed by the laws of England & Wales.
Nothing limits your statutory consumer protections.
John Banks Policies – Terms – BS-terms-aftersales-consumer-2026v3