Refund Policy

1. Overview

Riversideoh Garage Repairs provides professional automotive repair and maintenance services from our location at Avenida Cervantes 4, Spain. This Refund Policy outlines how we handle situations where customers are dissatisfied with work carried out, request a correction, or seek a partial or full refund.

We aim to resolve all concerns fairly, transparently, and in line with applicable consumer protection legislation in Spain and the European Union.

2. Nature of Automotive Services

Automotive repair services involve the application of skilled labour, specialist equipment, and physical parts. Because of this, the typical "return and refund" framework that applies to physical retail goods does not translate directly to repair services. However, customers retain statutory rights in relation to services that are not carried out with reasonable skill and care.

We acknowledge that disagreements about workmanship or outcomes can arise, and this policy sets out how we address those situations.

3. Service Corrections

If you believe that a service carried out by Riversideoh Garage Repairs was not completed to a satisfactory standard, we ask that you notify us as soon as possible — ideally within 14 days of collecting your vehicle.

Upon receiving your notification, we will:

• Arrange for a qualified technician to inspect the work in question
• Review any documentation, including the original repair order and any relevant notes
• Communicate our assessment to you in writing
• Where a fault in our work is identified, carry out the necessary correction at no additional cost to you

A service correction is our primary remedy. We will always attempt to resolve concerns through re-work before considering financial compensation or a refund.

4. Refund Eligibility

A partial or full refund may be considered in the following circumstances:

• Where a service was carried out but we are unable to correct the fault within a reasonable timeframe
• Where we agree that the work carried out was materially different from what was authorised
• Where duplicate charges have been made in error
• Where we agree that the service was not delivered with the expected standard of skill and care, and a correction is not practicable

5. Circumstances Where Refunds Are Not Applicable

Refunds will generally not be offered in the following situations:

• Where the work was carried out as authorised and to an acceptable standard of workmanship
• Where a subsequent, unrelated fault develops in the vehicle after service
• Where parts installed were specified or supplied by the customer
• Where vehicle issues were pre-existing and not caused or contributed to by our work
• Where costs arose due to information that was inaccurate or omitted by the customer at the time of authorisation
• Where the vehicle has been modified, tampered with, or further worked on by a third party after leaving our premises

6. Parts

Parts installed as part of a repair remain with the vehicle and cannot be returned once fitted. If a part supplied by us fails within a reasonable period due to a manufacturing defect, we will address this in line with the warranty offered by the part's manufacturer. This is separate from labour costs, which are assessed individually.

Unused parts that were ordered but not fitted may be subject to supplier restocking fees. We will advise you of any applicable costs before returning such parts.

7. Deposits and Cancellations

Where a deposit is taken to hold an appointment or to order specialist parts, the following applies:

• Deposits for appointments cancelled with more than 48 hours' notice will be refunded in full.
• Deposits for appointments cancelled with less than 48 hours' notice may be retained to cover administrative costs.
• Deposits used to secure specialist parts that have already been ordered may not be refundable if the part cannot be returned to the supplier.

8. Dispute Resolution

If you are not satisfied with our response to a service concern, you may:

• Request that your concern be reviewed by a senior member of our team
• Contact the relevant consumer protection authority in Spain (OMIC — Oficina Municipal de Información al Consumidor)
• Seek independent mediation through an approved dispute resolution body
• Exercise any rights available to you under applicable Spanish or EU consumer law

9. How to Contact Us

To raise a concern, request a service correction, or discuss a potential refund, please contact us directly:

Please provide your name, contact details, the date of service, and a clear description of your concern. We aim to acknowledge all complaints within 2 working days.