Terms and Conditions

Terms and Conditions – General Services

1. Payments and Pricing

1.1 Payment for all services will be agreed up front between VW-GROUP SPECIALIST ltd and the customer. Payment must be received from the customer following completion of the work and on (or before) collection of the vehicle.

1.2 In most cases a standard deposit will be required to secure a booking with VW-GROUP SPECIALIST ltd. Where this is applicable, an appointment will not be confirmed until a deposit payment has been received. Where a deposit is unpaid, the appointment slot may still be available for booking by other customers.

1.3 If a larger deposit or payment in advance is required for more complex services, a price will be agreed, and payment taken before any work commences.

1.4 Where deposits for performance parts are required, the relevant parts will not be ordered until the deposit payment has been received. Where a deposit payment is delayed, this may result in the appointment date being rescheduled to a later date. Deposits for performance parts are non-refundable.

1.5 Where quotes have been provided in advance for tuning / remapping services, these are provided (unless stated otherwise) on the assumption that the vehicle is mechanically sound, well maintained and in good condition. Where this is not case, further services may be advised. If requesting or agreeing to further services, this may increase the price quoted.

1.6 Quotes provided may be based on the ability to read and write to an ECU through an ODB (On-Board Diagnostic) port. Reading and writing through the port may not be possible if there is an unanticipated problem. In these cases, the ECU will have to be removed from the vehicle and the work performed on a bench. In some situations, this may incur an increased cost and take longer to complete. An VW-GROUP SPECIALIST ltd representative will inform the customer of the situation and the revised price before going ahead with any further work.

1.7 Sometimes online invoices are issued to customers to enable them to pay online via a secure third-party payment systems provider. Customers should check the invoice detail and any invoice specific terms and conditions before paying the invoice. Where customers have concerns or questions, they should contact VW-GROUP SPECIALIST ltd as soon as possible.

1.8 If a customer requires a receipt or invoice in a specific format, or to be provided to a company name, requests should be submitted at the time of booking. Where requests are not received at the time of booking, there may be a delay in the customer receiving the relevant paperwork.

1.9 VW-GROUP SPECIALIST ltd may undertake work at the request of / with the agreement of a customer if faults are suspected or discovered. Work to investigate, identify, or resolve suspected or actual vehicle faults will be chargeable at the standard rate, unless the issues concerned are directly caused by work previously completed by VW-GROUP SPECIALIST ltd. VW-GROUP SPECIALIST ltd is not responsible for any existing or underlying faults with a vehicle. Therefore, additional work to assist a customer will be chargeable.

1.10 Video footage will be recorded at the discretion of VW-GROUP SPECIALIST ltd . Video footage will be posted on social media at the discretion of VW-GROUP SPECIALIST ltd. Promotional footage of customer vehicles may be recorded and posted on social media, unless the customer informs an VW-GROUP SPECIALIST ltd representative at the start of their appointment that they do not want their vehicle to be filmed for these purposes.

2. Refunds, Services from Third Parties and Free of Charge Appointments

2.1 Refunds will not be issued for software faults where the vehicle concerned has not been returned to the VW-GROUP SPECIALIST ltd workshop for inspection of a suspected fault within 14 days of service completion. Software does not change over time, therefore any issues caused directly by software should be noticeable very quickly after completion of the service. Customers should contact VW-GROUP SPECIALIST ltd as soon as possible if they suspect a software fault.

2.2 Refunds will not be issued for suspected faults or issues with products or services provided by VW-GROUP SPECIALIST ltd if the vehicle concerned has not been returned to the VW-GROUP SPECIALIST ltd workshop for inspection.

2.3 Appointments must be agreed in advance for inspection and diagnostic bookings, as with any other service. Inspection and diagnostic appointments are held on week days (Monday to Friday) only, due to the nature of the work involved.

2.4 Refunds will not be issued for any work where vehicle performance or running capability is compromised by existing or underlying mechanical faults. This includes any damage directly or indirectly caused by poor quality third party software or modifications in place on (or procured elsewhere before) arrival at VW-GROUP SPECIALIST ltd.

2.5 Refunds will not be issued for remapping or other tuning work where a vehicle has not achieved the performance improvement expected because the pre-remap performance outputs are below the manufacturer (or stock) standard.

2.6 Refunds will not be issued for services delivered to underperforming vehicles where poor quality fuels have been used and / or the vehicle has not been well maintained.

2.7 Refunds will not be issued for the reason of a specific power figure not being achieved.

All performance information and power gain figures issued at quote stage (or before work is completed) are estimates based on what has been achieved previously. VW-GROUP SPECIALIST ltd will strive to achieve the best outcome possible for all customers. However, gains achieved can differ from vehicle to vehicle. Customers are purchasing the remap and / or tuning product / service, rather than the achievement of a specific power (BHP or NM of Torque) figure.

2.8 Refunds will not be provided, and compensation will not be offered, in the rare event that work cannot be completed on the same day, or within another estimated timeframe, due to unanticipated complications. Complications are usually a result of a faulty ECU or existing mechanical problems with the vehicle.

2.9 Refunds will not be issued where a third party has deleted software provided by VW-GROUP SPECIALIST ltd.

2.10 Standard appointment deposits are non-refundable unless a minimum of 36 hours’ notice of cancellation is provided by the customer. Cancellations or requests to reschedule should not be made by email or via social media alone. Customers are asked to telephone VW-GROUP SPECIALIST ltd to give notice of cancellation where possible.

2.11 Where the customer has commissioned a third party to complete additional work to rectify a suspected fault with a VW-GROUP SPECIALIST ltd product or service, before returning the vehicle to VW-GROUP SPECIALIST ltd for inspection / completion of additional work, no payments will be made by VW-GROUP SPECIALIST ltd to cover the work performed by a third party.

2.12 Refunds will not be issued for suspected faults where a customer or third party has interfered with the vehicle, its components, or ECU since collecting the vehicle from VW-GROUP SPECIALIST ltd. Any applicable warranties will also be invalidated.

2.13 Where refunds are issued, it may take up to seven full working days for the refund to be fully processed and reach the customer’s account. This is due to third-party secure payment system provider timescales. Cash refunds can only be provided where the original payment was made in cash. Cash refunds can only be provided onsite during standard opening hours.

2.14 Where a free of charge diagnostic appointment has been offered to a customer, and the customer fails to arrive for the appointment without giving notice of cancellation, VW-GROUP SPECIALIST ltd reserves the right to refuse another free of charge appointment. Further appointments will be chargeable, and a deposit will be required to secure a booking.

3. Vehicle Status, Mechanical / ECU Issues and Faults

3.1 Customers must inform VW-GROUP SPECIALIST ltd if their ECU (Engine Control Unit) has already been remapped, altered, removed, opened or replaced elsewhere. This information must be provided before work commences, ideally before a booking is confirmed. VW-GROUP SPECIALIST ltd will not be liable for any issues with a vehicle or ECU where this information has not been supplied in advance. Any applicable warranties will also be invalidated.

3.2 Customers must inform VW-GROUP SPECIALIST ltd of any known mechanical issues with their vehicle, issues with the ECU, and / or any repairs or modifications completed. This information must be supplied before work commences and ideally before a booking is confirmed. VW-GROUP SPECIALIST ltd is not liable for any issues with a vehicle or ECU where there is an existing or underlying problem, or where information about vehicle repairs and modifications has not been supplied in advance.

3.3 VW-GROUP SPECIALIST ltd is not responsible for ECU failure or other issues where an ECU has been opened or tampered with previously by a third party. Where we identify during our work that an ECU has been opened before, we will notify the customer to make them aware of the potential risks. The customer is ultimately responsible for their ECU (and any resulting issues) if they ask VW-GROUP SPECIALIST ltd to perform work on an ECU has already been opened, tampered with, or damaged previously.

3.4 Some vehicles have security bolts in place on the ECU casing / housing. The heads of such bolts will be cut to enable the removal of an ECU. The original bolts will be put back in place once the work has been completed, and the cuts to the head of the bolts will remain. This is a standard practice for tuning services where an ECU is removed for the completion of the services requested. Where an ECU is already missing bolts, it is not the responsibility of VW-GROUP SPECIALIST ltd to replace them.

3.5 When tuning / remapping / modifying a vehicle, you are likely to be asking more of the vehicle to achieve increased performance. Customers should be aware that any underlying mechanical issues could become more apparent or be exacerbated once a vehicle is tuned. These may not have been noticed before. Customers and vehicle owners are responsible for ensuring that their vehicle is in good condition, well maintained and mechanically sound prior to any tuning / remapping / modification work.

3.6 If a diesel vehicle has significant Diesel Particulate Filter (DPF) related issues at the time it is brought to our workshop, these issues may need to be resolved (either by VW-GROUP SPECIALIST ltd or elsewhere) before remapping or other tuning services can be completed. Options can be discussed with the customer.

3.7 VW-GROUP SPECIALIST ltd reserves the right to refuse to remap a vehicle if there are unresolved mechanical issues that may make the vehicle dangerous to drive or cause damage the vehicle.

3.8 Customers must ensure that their vehicle tyres are in good condition and (as a minimum) road legal prior to arriving at an appointment with VW-GROUP SPECIALIST ltd. We reserve the right to refuse to provide a service to a customer where vehicle tyres are in a poor condition.

3.9 Customers must ensure that there is sufficient fuel in the vehicle’s tank before the start of an appointment with VW-GROUP SPECIALIST ltd. We reserve the right to refuse to complete a booking if a vehicle does not have enough fuel to complete the necessary tuning work, test drives and dyno runs. The use of good quality fuel is very important for a tuned vehicle. If poor quality fuel is used, maximum power gains are unlikely to be achieved.

3.10 Any information or quotes provided for prospective tuning work are based on the assumption that a vehicle is in good condition, well maintained and free from any mechanical / ECU issues , unless we are explicitly informed otherwise. Quotes provided for tuning work are unlikely to cover any additional work required for addressing faults or problems discovered (in terms of time and cost).

3.11 The basic diagnostic tests performed before commencing tuning work will identify many existing or potential faults with a vehicle. Where these are identified, an VW-GROUP SPECIALIST ltd representative will discuss these with the customer. However, extensive diagnostics work will not be completed unless explicitly requested (preferably at the point of booking) and paid for by the customer. The customer should be aware that the basic diagnostics tests may not identify every potential problem with a vehicle.

3.13 An ECU remap designed to increase performance will not resolve existing mechanical issues with a vehicle (in isolation). Customers should be aware of this before requesting an ECU remap.

3.14 Gains in fuel economy are only likely to be achieved where a vehicle in good condition, well maintained and free from any mechanical and ECU issues. Gains in fuel economy will also only be achieved when driving the vehicle conservatively.

3.15 An estimate of how long the work requested will take can be provided when booking VW-GROUP SPECIALIST ltd services. However, there may be occasions where more time is needed to complete the work fully and in line with VW-GROUP SPECIALIST ltd high standards. VW-GROUP SPECIALIST ltd will keep the customer informed of any significant delays.

3.16 In the event that a customer chooses to drive away or otherwise remove their vehicle from a VW-GROUP SPECIALIST ltd workshop before the work is completed, VW-GROUP SPECIALIST ltd will not be liable for any resulting issues with the ECU, the vehicle itself or any individual components. Any applicable warranties will also be invalidated.

3.17 VW-GROUP SPECIALIST ltd will cover the cost of repairing (or if necessary replacing) an ECU in the rare event that an ECU is damaged as a direct result of work undertaken b VW-GROUP SPECIALIST ltd. Payment for the original work requested and completed will still be due from the customer at the agreed price.

3.18 Although very rare, ECUs can fail if already compromised and then disturbed. This is a very small but real risk. If an ECU has remained unopened by VW-GROUP SPECIALIST ltd, fails and cannot be recovered in our workshop, VW-GROUP SPECIALIST ltd will not be liable for the ECU failure. Work completed to rectify the issue will be chargeable.

3.19 Where there is evidence of previous water damage to an ECU, VW-GROUP SPECIALIST ltd is not responsible for any resulting issues with the ECU.

3.20 VW-GROUP SPECIALIST ltd is not liable for any issues with a vehicle or its components where advice provided by VW-GROUP SPECIALIST ltd has not been followed by a customer. We recommend that advisory points are followed up as soon as possible.

3.21 Should a customer discover a suspected fault with the work completed by, VW-GROUP SPECIALIST ltd the customer should contact VW-GROUP SPECIALIST ltd at their earliest convenience and within 14 days of vehicle collection. VW-GROUP SPECIALIST ltd will discuss the issue with the customer and arrange an appointment to investigate the fault if necessary.

3.22 VW-GROUP SPECIALIST ltd is not responsible for correcting suspected faults where the customer or a third party has worked on or interfered with the vehicle, its components, or ECU since collecting the vehicle from VW-GROUP SPECIALIST ltd. Any applicable warranties will also be invalidated.

3.23 Software faults and issues with the map / directly caused by the map are very rare. Where they do occur and are genuinely caused by a remap, a customer will notice soon after the service (when driving the vehicle). In these instances, the customer should contact VW-GROUP SPECIALIST ltd and return to the VW-GROUP SPECIALIST ltd workshop within 14 days of the date the remap or service was completed.

4. Diesel Particulate Filter (DPF) Services

4.1 The DPF Removal and Delete service offered by VW-GROUP SPECIALIST ltd is intended for vehicles that are not driven on public roads. For example, race vehicles, track day cars and vehicles driven on private land. It is legal to remove and delete a DPF. However, driving a vehicle on public roads with the DPF removed is illegal. By signing these Terms and Conditions, any customer requesting this service is confirming that they understand this. VW-GROUP SPECIALIST ltd is not responsible for checking vehicle use / purpose.

4.2 The DPF Removal and Delete service is completed at the independent request of the customer. The customer is fully responsible for their decision to have the DPF removed and deleted on their vehicle(s).

4.3 The DPF Removal and Delete service is completed using a method that usually enables an MOT pass on inspection, where the vehicle is otherwise healthy, in good condition and well maintained. This is an unintended consequence of good quality work and effective software solutions. MOT requirements and legislation relating DPFs may continue to change in the future. Customers should be aware of this VW-GROUP SPECIALIST ltd does not encourage the use of the DPF Removal and Delete service for vehicles used on public roads. Any customers choosing to remove and delete a DPF on a vehicle for use on public roads, do so at their own risk.

4.4 Applicable warranties and / or guarantees relating to DPF work do not extend to the ability of a vehicle to pass an MOT inspection. Applicable warranties and / or guarantees do not extend to future changes in any other relevant legislation.

4.5 In some cases, the methodology used for cleaning a DPF will involve the opening and rewelding of the DPF canister. Where customers have retained their DPF and are concerned about difficulties with passing an MOT, customers should retain their receipt for DPF cleaning services to demonstrate that the DPF has been cleaned, but is still in place.

4.6 Where a DPF becomes very blocked, DPF cleaning may no longer be sufficient for solving DPF related issues. Customers should be aware of this if requesting a DPF cleaning service.

4.7 Where a DPF is very blocked and cleaning is no longer effective, either purchasing a new DPF unit, or having the DPF removed and deleted (depending on the purpose of the vehicle) may be the only remaining options available to the customer. DPF cleaning and replacement services are temporary solutions and we are not able to guarantee the timescale that the DPF will remain unblocked.

5. Decat Services

5.1 Decat services offered by VW-GROUP SPECIALIST ltd are intended for vehicles that are not driven on public roads. For example, race vehicles, track day cars and vehicles driven on private land. It is legal to provide decat services. However, driving a vehicle on public roads with a decat performed is illegal. By signing these Terms and Conditions, any customer requesting these services is confirming that they understand this. VW-GROUP SPECIALIST ltd is not responsible for checking vehicle use / purpose.

5.2 Decat services are completed at the independent request of the customer. The customer is fully responsible for their decision.

6. Hardware Modifications – Performance Parts and Packages

6.1 Where a customer chooses to use vehicle parts that they have sourced independently for modifications or repairs:

• VW-GROUP SPECIALIST ltd will not liable for any faults with the parts
• VW-GROUP SPECIALIST ltd will not be liable for vehicles not making estimated power gains
• The customer is responsible for ensuring that the parts and materials supplied for use are good quality and that all necessary components are present prior to their appointment
• The customer will be charged for any additional labour time resulting from the supply of incorrect, ill fitting, poor quality or missing parts
• The customer will be charged for any additional labour time resulting from the need to return parts to stock following issues with the parts supplied
• VW-GROUP SPECIALIST ltd may refuse to commence or continue with planned work if the parts supplied are incomplete, missing key components or found to be such poor quality that they do not fit or work correctly. In such cases an VW-GROUP SPECIALIST ltd representative will discuss the options available with the customer. The customer will still be charged for the cost of labour where work has already commenced.

6.2 Usually a parts deposit is required for performance parts and Stage 2 packages and beyond. These deposits are non-refundable. However, where the deposit has been paid, the parts can be collected from the workshop at a mutually agreed time and date, if the customer decides not to go ahead with the work requested.

6.3 Any estimated performance / power gain estimates provided are usually based on the use of tried and tested performance parts regularly used by us and sourced through a trusted supplier. Where alternative arrangements are made by the customer and / or parts are not sourced through VW-GROUP SPECIALIST ltd, we may not be able to provide power gain estimates.

6.4 Where tuning packages are provided, these often include reduced prices on various parts and elements of the service provided. These reduced prices will not be available if individual services or products are purchased at different times.

6.5 Work involving extensive hardware modification may not be straight forward. From time to time there may be unanticipated issues and consequent delays. Customers may not be able to use their vehicles at this time. Customers should be aware of this before booking. Compensation will not be provided for time delays.

6.6 Making hardware modifications to your vehicle may require increased maintenance of the vehicle in the future. Customers should be aware of this before requesting the completion of hardware modifications, and speak with an VW-GROUP SPECIALIST ltd representative before work commences if they have further questions.

6.7 When modifying / tuning a vehicle you are likely to be asking more of it in terms of performance. Customers should be aware that any underlying mechanical issues could become more apparent or be exacerbated once a vehicle is tuned. These may not have been noticed before. VW-GROUP SPECIALIST ltd is not responsible for underlying mechanical issues with a vehicle.

6.8 Any work to return hardware modifications to stock (at the request of the customer) will be chargeable.

6.9 Should a customer suspect a problem with any hardware modifications completed by VW-GROUP SPECIALIST ltd , the customer should contact VW-GROUP SPECIALIST ltd as soon as possible and within 14 days of service completion. An appointment will then be made for the vehicle to be inspected and for any relevant diagnostics to be performed. Allowing a third party to work on your vehicle, remove or alter hardware or software will invalidate any parts or software warranties / arrangements in place.

6.10 VW-GROUP SPECIALIST ltd is not liable for any damage caused to a vehicle / vehicle parts caused by the customer, or a third party outside of the VW-GROUP SPECIALIST ltd workshop.

7. Returning a Vehicle / ECU to Stock

7.1 An ECU can be returned to stock following a Stage 1 Remap or Eco Remap by VW-GROUP SPECIALIST ltd at the request of the customer. This can usually be performed free of charge, providing an appointment is made in advance. A charge may be made where there is significant work involved. A quote can be provided for this before an appointment is confirmed.

7.2 Returning a vehicle to stock following a Stage 2, Stage 3, or more complex services may be more difficult, time consuming and costly, as it is likely that hardware modifications are also in place. Customers are advised to discuss this with a member of the VW-GROUP SPECIALIST ltd before making an appointment. A bespoke quote can be provided before a booking is made.

7.3 VW-GROUP SPECIALIST ltd is not responsible for reinstalling a map where a customer’s VW-GROUP SPECIALIST ltd software has been deleted by a third party. The software / remap can be reinstalled at the request of a customer. However, there will be a charge of approximately 50% of the original price. The full price of the original remap may be charged where there is a significant work involved. A quote can be provided for this before an appointment is confirmed.

7.4 Software roll backs are performed at the explicit request of the customer / vehicle owner. The decision to have a software roll back is the independent decision of the customer / vehicle owner.

8. Conduct Towards the VW-GROUP SPECIALIST ltd Team and Rules of the VW-GROUP SPECIALIST ltd Workshop

8.1 The use of aggressive, threatening or abusive language and / or behaviour towards VW-GROUP SPECIALIST ltd team members or other customers / visitors will not be tolerated. This includes in person / face -to-face, over the telephone, in writing and online. VW-GROUP SPECIALIST ltd reserves the right to remove a person(s) from the premises and / or refuse to complete any further work on their vehicle should the person(S) concerned behave in an aggressive, threatening or abusive manner. Serious incidents will be reported to the Police.

8.2 Video (and in some areas audio) surveillance is in operation in and around the VW-GROUP SPECIALIST ltd premises. Footage and audio files may be observed and used by VW-GROUP SPECIALIST ltd representatives and / or other relevant agencies for the purposes of:

• Service improvement
• Monitoring for safety purposes
• Dispute resolution

· For investigation / evidence collation purposes following an incident of inappropriate, aggressive, or violent behaviour

· For investigation / evidence collation purposes following an act of damage to property, vandalism, theft, or in the event of an accident.

8.3 All customers and visitors are asked to respect and follow any instructions given by the VW-GROUP SPECIALIST ltd team in relation to health and safety, security and / or the consideration of others and neighbouring businesses. VW-GROUP SPECIALIST ltd reserves the right to remove a person(s) from the premises and / or refuse to complete any further work on their vehicle should the person(s) concerned fail to comply with these instructions or workshop rules.

8.4 Customers and visitors are not permitted to enter any of the restricted areas on the premises. Any unauthorised persons found in restricted areas may be asked to leave the premises. Visitors and customers must not enter any operational workshop areas of the premises unless given permission and escorted by a representative of VW-GROUP SPECIALIST ltd. This is for safety, security and insurance purposes.

8.5 VW-GROUP SPECIALIST ltd will not be liable for any incidents or injuries where unauthorised persons have entered restricted areas, or where persons have failed to comply with safety warnings or instructions in any area of the premises, or as set out in the VW-GROUP SPECIALIST ltd documents supplied.

8.6 The relevant authorities will be notified in cases where damage to or theft of equipment or property occurs, and further action may be taken to retrieve any losses concerned.

8.7 The relevant authorities will be notified where dangerous behaviour on the part of the customer / visitor has caused an accident or harm to others.

8.8 Persons parking a vehicle outside of an VW-GROUP SPECIALIST ltd workshop do so at their own risk. VW-GROUP SPECIALIST ltd is not liable for any damage, vandalism or theft relating to vehicles parked outside. This also applies to any vehicles that are left overnight outside the workshop and / or left parked on surrounding roads.

8.9 VW-GROUP SPECIALIST ltd takes reasonable steps to ensure that the premises and customer vehicles inside the premises are secure. In the unfortunate event that a vehicle is stolen from VW-GROUP SPECIALIST ltd premises, the customer will be responsible for making a claim through their own vehicle insurance.

8.10 Customers and visitors are responsible for supervising children at all times, ensuring their safety and compliance with workshop rules. Customers are warned that the workshop is not an ideal or safe environment for children. If children are brought to the workshop, they should wait in the waiting room with a responsible adult for safety reasons. Extreme caution should be used when entering and exiting the building and the gated business compound.

8.11 Smoking is not permitted in the waiting room or anywhere else inside the premises.

8.12 Personal items should not be left unattended at any time. Customers and visitors are responsible for the security of their personal items at all times. VW-GROUP SPECIALIST ltd is not liable for any damage, loss, or theft of personal belongings.

8.13 Customers are expected to treat VW-GROUP SPECIALIST ltd premises with respect.

8.14 In the event of an emergency, such as a fire, or on hearing an instruction / alarm bell, please leave the waiting room / workshop and exit the premises quickly and calmly.

8.15 Customers and visitors are asked to take extra care in wet and cold weather. Floors and surfaces may be slippery outside and inside the workshop and on the approach to the waiting room.

8.16 Customers are asked to take extra care when driving away from the workshop, particularly after a vehicle has been tuned. It may take a driver some time to adjust to driving the vehicle. Caution is advised for safety reasons.

8.17 We have a separate policy on the use of data available on our website. Customers should refer to this as appropriate.

Points for Consideration

1. When providing a quote, or making a booking for you, we are providing you with information or a booking based on the specific services you have requested. If you are unsure about the services you want or need, please speak to a member of the VW-GROUP SPECIALIST ltd team. The total amount quoted may change if you request different or extra services on the day of your appointment. There may also be some services that we are unable to complete the same day if the original booking did not include those services.

2. We advise against booking your vehicle in for any of our services immediately before a trip, holiday, or special event where you plan to use your vehicle . In the rare event of unexpected complications, you may not be able to drive your car away the same day.

3. We try our best to deliver our services within the estimated timeframe provided. However, every vehicle has a different history and sometimes unanticipated challenges arise. In these situations, the work may take longer than first thought . Please consider this when making your booking and any other arrangements regarding transport and the use of your vehicle . Unfortunately, we are not able to provide customers with a courtesy vehicle.

4. It is very important that a vehicle is well maintained, in good condition and mechanically sound before a remap, or the completion other tuning / modification work . Any existing or underlying issues are likely to be exacerbated (made worse, or likely to cause a problem quicker) after a vehicle is tuned. This is because you will be asking more of the vehicle. Please tell us about any known or suspected issues with your vehicle / the ECU. If you are unsure about the health of your vehicle, we recommend speaking to a member of our team at or before the time of booking. We also offer diagnostic and health check services if you think you might need them.

5. Please be aware that power gains will not be fully achieved if there is an existing mechanical issue with the vehicle concerned . Please talk to an VW-GROUP SPECIALIST ltd representative if you have any questions.

6. An ECU Remap designed to increase performance will not resolve a mechanical issue with a vehicle. This will need to be fixed first.

7. If you are purchasing tuning / remapping services with us, remember that you are buying that service, rather than a specific BHP or NM of Torque figure. We will always strive to get the best results (safely) for our customers and power gain estimates are based on what has been achieved previously. However, they are estimates and not a guaranteed power gain. Every vehicle has a different history and has been driven and possibly maintained differently.

8. Customers should include a Customer Dyno Session in their booking if they want confirmation / documentation of power figures before and / or after any tuning work has been completed.

9. Gains in fuel economy (where they may be expected) will only be achieved when driving the vehicle conservatively.

10. In many cases we can read and write to an ECU through an ODB (On-Board Diagnostic) port. However, if there is a problem with the port and the ECU has to be removed and the work performed on the bench, the process can sometimes take longer. If this situation occurs, an VW-GROUP SPECIALIST ltd representative will contact you to discuss the situation before proceeding. Please note that some vehicles cannot be mapped via an ODB Port at all.

11. We advise against sourcing your own parts independently for hardware modifications, for example as part of a Stage 2 or Stage 3 for your vehicle. Problems can arise if customers accidently source incorrect parts, or parts that are of insufficient quality. However, if you choose to use your own parts then please be aware of our terms and conditions.

12. If you find a suspected fault following the completion of work by VW-GROUP SPECIALIST ltd, please tell us as soon as possible and within 14 days of collecting your vehicle . We advise against allowing a third-party work on or interfere with the ECU or the vehicle itself before coming back to us. If you or a third party has interfered with the ECU / vehicle then further damage may have been caused, which could result in more serious issues. VW-GROUP SPECIALIST ltd will no longer be responsible for resolving a suspected fault where a third-party has worked on a vehicle / ECU before you have brought it back to us.

13. We will require you to bring the vehicle back to us for inspection and / or any agreed follow up work if you suspect a problem following work completed by VW-GROUP SPECIALIST ltd . Please consider this and geographical distance when choosing us as a service provider. Please note that our diagnostic appointments are booked for Monday to Friday slots due to the work involved.

14. Please telephone us as soon as possible if you need to cancel or reschedule an appointment. We will retain a deposit payment where we do not receive a minimum of 36 hours’ notice of cancellation. Please note that performance parts deposits are non-refundable.

Details of VW-GROUP SPECIALIST ltd Services Requested

(This section will be completed with an VW-GROUP SPECIALIST ltd representative.)

Vehicle Registration Number: ______________________________

Vehicle Make and Model: ______________________________

Type of service: ______________________________

Price: ______________________________

Are there any details regarding the ECU or vehicle to note? Please list them below. Customers should consider the points set out in the Terms and Conditions.

Agreement by the Customer

I confirm that I:

• Have read, understood and agree to the Terms and Conditions
• Have read and understood the Points for Consideration
• I am requesting the service(s) stated
• Have authorisation to request these services, or I am the vehicle owner
• Agree to pay the price stated
• Have disclosed all relevant information relating to the ECU / vehicle in accordance with the Terms and Conditions

Signed _____________________________

Print name _____________________________

Date _____________________________

Additional Notes

VW-GROUP SPECIALIST ltd representative to note any changes or additional work discussed and agreed with the customer after the original work commenced.