PAINTGENIE – TERMS & CONDITIONS Effective Date: June 2026
These Terms & Conditions apply to all work carried out by Paintgenie, including vehicle body repairs, accident repairs, paintwork, alloy wheel refurbishment, wheel welding and straightening, diamond cutting, corrosion and rust repairs, diagnostics, ADAS/LIDAR calibration and other services.
These terms apply to retail customers, dealerships, insurers, brokers, accident management companies, fleet operators and other trade customers, unless alternative written terms have been expressly agreed.
1.1 All quotations and estimates are based on the information and condition of the vehicle, component or item available to Paintgenie at the time of inspection.
1.2 Estimates may change where additional damage, corrosion, previous repairs, defects or other issues are discovered once work has commenced.
1.3 A quotation is not a fixed price unless expressly confirmed in writing as such.
1.4 Work will normally commence following customer, dealership, insurer or authorised representative approval.
1.5 The person authorising work confirms that they have authority to instruct Paintgenie on behalf of the vehicle owner, dealership, insurer or other responsible party.
2.1 Vehicles and components may contain damage that cannot reasonably be identified before dismantling or preparation.
2.2 Additional damage may include:
2.3 Where additional work is required, Paintgenie will seek authorisation where reasonably practicable.
2.4 Paintgenie cannot be expected to include unknown or concealed damage within the original quotation.
2.5 Additional labour, parts, materials and specialist services may be chargeable.
3.1 Where Paintgenie is instructed by an insurer, claims handler, accident management company or vehicle owner following an insurance claim, repairs will be carried out in accordance with the authorised scope of work.
3.2 Where additional damage is discovered, Paintgenie may submit a supplementary estimate supported by photographs and other relevant evidence.
3.3 Paintgenie reserves the right to delay additional work until appropriate authorisation has been received.
3.4 Delays caused by waiting for insurer or claims-handler authorisation will not be considered a failure by Paintgenie to meet the original estimated completion date.
3.5 Where necessary repairs are declined by an insurer, Paintgenie may advise the relevant party of the potential consequences of proceeding with a reduced repair.
3.6 Paintgenie will not knowingly carry out a repair that it considers unsafe or technically inappropriate.
4.1 Where a vehicle owner chooses Paintgenie as their repairer, Paintgenie will deal with the insurer or claims handler as required to establish the scope and funding of the repair.
4.2 Any disagreement between the vehicle owner and their insurer regarding approved repairers, excesses, policy conditions or insurance cover remains a matter between those parties.
4.3 Paintgenie will not be responsible for additional excesses, policy charges or other costs imposed by an insurer unless Paintgenie has expressly agreed to such costs in writing.
5.1 Rust and corrosion are ongoing processes and cannot always be permanently eliminated.
5.2 Paintgenie will use reasonable professional methods to remove and treat visible and accessible corrosion.
5.3 Corrosion may exist behind panels, inside cavities, seams, joints, welds or other inaccessible areas.
5.4 The full extent of corrosion may only become apparent after stripping, sanding, blasting, cutting or dismantling.
5.5 Paintgenie cannot guarantee that rust will not return following repair.
5.6 Where corrosion extends beyond the originally agreed repair area, additional work and costs may apply.
5.7 If a customer, dealership or insurer declines recommended corrosion-related repairs, Paintgenie cannot accept responsibility for subsequent corrosion arising from untreated or inaccessible areas.
5.8 Where a cosmetic repair is specifically requested instead of a more extensive corrosion repair, the customer or instructing party acknowledges that corrosion may subsequently return.
6.1 Paintgenie cannot accept responsibility for defects resulting from previous repairs or modifications carried out by another person, bodyshop, dealership or manufacturer.
6.2 Previous repairs may include:
6.3 If previous workmanship must be removed or corrected to complete the agreed repair properly, additional charges may apply.
6.4 Pre-existing damage unrelated to the current repair remains the responsibility of the vehicle owner or instructing party unless separately authorised.
7.1. Existing Vinyls and Graphics
Where a vehicle has existing vinyl wraps, decals, stickers, signwriting, graphics or adhesive materials, Paintgenie cannot guarantee that their removal will leave the underlying paintwork undamaged.
7.2. Paintwork Beneath Vinyls
Vinyls and adhesives may conceal pre-existing defects, including but not limited to:
These defects may only become apparent once the vinyl or adhesive has been removed.
7.3. Risk of Paint Damage During Removal
The removal of vinyls, decals, graphics and adhesives may cause existing paint, lacquer or previous repairs to lift, peel, crack or become damaged. This risk is increased where the paintwork is aged, defective, poorly adhered, previously repaired or not to the original manufacturer’s specification.
Paintgenie will take reasonable care when undertaking removal but cannot guarantee that the underlying surface will remain undamaged.
7.4. Additional Repairs
Where removal exposes defects or causes existing defective paintwork to lift or deteriorate, additional preparation, paintwork or body repairs may be required. Any additional chargeable work will be discussed with the customer or instructing party and authorised before proceeding, where reasonably practicable.
7.5. Age, Condition and Previous Repairs
Paintgenie will not be responsible for pre-existing paint defects or damage arising from poor-quality previous repairs, non-original paintwork, inadequate adhesion or deterioration of the underlying finish, where such damage is not caused by a failure to exercise reasonable care and skill.
7.6. Application of New Vinyls
Where Paintgenie applies new vinyls, decals or graphics, the customer or instructing party is responsible for ensuring that the design, wording, colours, dimensions and placement are correct before approval.
Paintgenie cannot guarantee the long-term adhesion or durability of vinyl materials where the underlying surface is unsuitable, contaminated, damaged, freshly painted or otherwise outside the vinyl manufacturer’s application requirements.
7.7. Customer Acknowledgement
By authorising vinyl, decal, graphic or adhesive removal, the customer or instructing party acknowledges the risks associated with removal from existing paintwork and accepts responsibility for additional repairs required due to pre-existing defects, subject to Paintgenie’s legal obligations and its duty to exercise reasonable care and skill.
8.1 Paintgenie will make reasonable professional efforts to achieve the best possible colour match.
8.2 An exact match cannot always be guaranteed due to:
8.3 Where necessary, Paintgenie may recommend blending into adjacent panels to achieve the best overall finish.
8.4 If blending or other recommended work is declined, Paintgenie cannot guarantee that the repaired area will visually match surrounding original paintwork.
9.1 Wheels will be inspected as reasonably possible before refurbishment or repair.
9.2 Additional damage may only become visible after tyre removal, stripping, blasting or preparation.
9.3 This may include:
9.4 Additional welding, straightening, machining or other repairs may be required and may incur additional charges.
9.5 Paintgenie cannot accept responsibility for pre-existing structural damage or defects that were not reasonably visible before work commenced.
9.6 Diamond-cut wheels are subject to the limitations of the diamond-cutting process. Excessive previous machining or damage may prevent satisfactory or safe diamond cutting.
10.1 Where tyres are removed and refitted, reasonable care will be taken.
10.2 Paintgenie cannot accept responsibility for pre-existing tyre damage, aged components, damaged valve stems, TPMS faults or defects that become apparent during removal or refitting.
10.3 Replacement TPMS valves, sensors or other components may incur additional charges.
10.4 Wheel balancing will be carried out using appropriate equipment; however, existing tyre or wheel defects may prevent a perfect balance from being achieved.
11.1 Where parts, panels, wheels, trim or other components are supplied by the customer, dealership, insurer or another third party, Paintgenie cannot guarantee their quality, compatibility, condition or fit.
11.2 Paintgenie will not be responsible for defects inherent in third-party supplied parts.
11.3 Additional labour caused by incorrect, defective, damaged or unsuitable parts may be chargeable.
11.4 Delays caused by incorrect, unavailable or delayed parts supplied by a third party will not be considered a failure by Paintgenie to meet an estimated completion date.
12.1 Following accident repairs, replacement of components or other work, ADAS, LIDAR, radar, camera or other calibration may be required.
12.2 Additional diagnostic or calibration requirements may become apparent during the repair.
12.3 Paintgenie may use appropriate diagnostic and calibration equipment and procedures where authorised.
12.4 Paintgenie cannot accept responsibility for pre-existing mechanical, electrical, sensor or manufacturer-related faults.
12.5 Where calibration cannot be completed because of an unrelated vehicle fault, further diagnosis or repair may be required and may incur additional charges.
13.1 Customers are responsible for removing valuables and personal belongings from vehicles before leaving them with Paintgenie.
13.2 Paintgenie cannot accept responsibility for belongings left inside vehicles.
13.3 Customers must inform Paintgenie of any known faults, warning lights, damage or other issues relevant to the vehicle.
14.1 Customers, dealerships and insurers authorise Paintgenie to move vehicles around its premises as reasonably necessary.
14.2 Vehicles may also be road-tested where reasonably necessary for inspection, diagnostics, calibration or quality control.
14.3 Road testing will be limited to what is reasonably necessary for the work being undertaken.
14.4 The instructing party is responsible for ensuring that the vehicle has appropriate insurance and legal road status where road use is required.
15.1 Customers, dealerships or other responsible parties will be notified when the vehicle or component is ready for collection where appropriate.
15.2 Vehicles and goods should be collected promptly following notification.
15.3 Paintgenie reserves the right to charge reasonable storage fees where vehicles or goods remain on the premises for an unreasonable period after completion.
15.4 Delays caused by insurers, dealerships, customers, claims handlers or parts suppliers may result in additional storage or administrative costs.
16.1 Unless alternative payment terms have been agreed in writing, payment is due upon completion or collection.
16.2 Approved trade and dealership accounts may be subject to agreed credit terms.
16.3 Invoices must be paid within the agreed payment period.
16.4 Paintgenie reserves the right to suspend further work where accounts become overdue.
16.5 Paintgenie may require payment in advance where an account is overdue or where significant parts or materials must be purchased specifically for a repair.
17.1 Where legally permitted, Paintgenie reserves the right to retain possession of vehicles, wheels, parts or other goods until outstanding invoices relating to the work have been paid.
17.2 This right remains subject to applicable UK law and any specific contractual arrangements agreed between the parties.
18.1 Paintgenie will make reasonable efforts to complete work within the estimated timescale.
18.2 Completion times may be affected by:
18.3 Unless expressly agreed in writing, completion dates are estimates and are not guaranteed deadlines.
19.1 Paintgenie will carry out authorised work with reasonable care and skill.
19.2 Any warranty provided applies only to the specific work carried out by Paintgenie and stated on the relevant invoice or warranty documentation.
19.3 Warranty does not cover:
19.4 If a customer, dealership, insurer or other party believes there is a defect in completed work, Paintgenie must be given a reasonable opportunity to inspect the vehicle and, where appropriate, rectify the issue.
19.5 Another repairer must not be instructed to rectify alleged defective work and seek reimbursement from Paintgenie without first giving Paintgenie a reasonable opportunity to inspect and address the issue, except where immediate action is reasonably necessary.
19.6 Where a dealership, trade customer, insurer or other business customer raises a complaint regarding completed work, the vehicle must be made available to Paintgenie for inspection.
19.7 Unless otherwise agreed in writing, Paintgenie will not be responsible for the cost or arrangement of transporting, recovering, collecting or returning a vehicle to or from the dealership or trade customer’s premises in connection with a complaint, warranty claim or alleged defect.
19.8 The dealership or trade customer remains responsible for arranging and paying for transportation of the vehicle to Paintgenie where an inspection or rectification is required.
19.9 Where Paintgenie agrees in writing to arrange or contribute towards transportation, this will be on an individual case-by-case basis and will not create an ongoing obligation or precedent.
19.10 Paintgenie must be given a reasonable opportunity to inspect the vehicle before accepting responsibility for any alleged defect or agreeing to any remedial work.
19.11 Where the vehicle is found to have a defect directly attributable to workmanship carried out by Paintgenie, any remedial work agreed by Paintgenie will be dealt with in accordance with the applicable warranty provisions and any mandatory legal obligations.
20.1 Nothing within these Terms & Conditions is intended to remove or restrict any statutory rights available to consumers under applicable UK consumer law.
20.2 Where a retail customer cancels work after work has commenced or after Paintgenie has purchased parts or materials specifically for the customer’s vehicle, reasonable costs already incurred may be payable, subject to applicable consumer law.
20.3 Specially ordered or customised parts and materials may be subject to additional terms.
21.1 Dealerships and trade customers remain responsible for their own customer relationships.
21.2 Paintgenie is not responsible for promises, warranties or representations made by a dealership or other trade customer to its end customer that exceed the work or warranty agreed with Paintgenie.
21.3 Any work requested by an authorised representative of a dealership or trade customer may be treated as authorised work.
21.4 Trade customers must notify Paintgenie of any specific manufacturer, insurer or customer requirements before work commences.
22.1 Insurance companies and claims handlers are responsible for confirming the authorised scope and funding of the repair.
22.2 Paintgenie may provide photographs, estimates, supplementary estimates, invoices, diagnostic reports and other documentation supporting the work.
22.3 Any dispute between an insurer and its policyholder regarding policy terms, excesses or choice of repairer remains between those parties.
22.4 Any dispute regarding the value or scope of authorised repairs does not automatically make Paintgenie responsible for absorbing disputed costs.
22.5 Paintgenie reserves the right to require payment from the responsible party for work that has been authorised and completed.
23.1 Paintgenie may photograph vehicles, wheels, parts and repair areas for inspection, quality control and record keeping.
23.2 Photographs may be retained as part of the job record.
23.3 Photographs may be used to support quotations, supplementary estimates, invoices, warranty claims and disputes.
23.4 Marketing use of photographs will be subject to applicable privacy and data-protection requirements.
24.1 Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.
24.2 Paintgenie will not be responsible for pre-existing defects, hidden damage, corrosion, mechanical faults, electrical faults or failures unrelated to the work carried out.
24.3 Subject to applicable law, Paintgenie will not be liable for indirect or consequential losses, loss of profit, loss of business, loss of sales, loss of goodwill or other financial losses arising from delays or matters outside Paintgenie’s reasonable control.
25.1 If work is cancelled after parts, materials or specialist services have been ordered or work has commenced, the customer, dealership, insurer or responsible party may be liable for reasonable costs already incurred.
25.2 Specially ordered or non-returnable parts may be chargeable.
25.3 Retail customers retain any cancellation rights provided by applicable consumer legislation.
26.1 Any change to the original repair specification may result in additional charges and/or an amended completion date.
26.2 Additional work requested by an authorised customer, dealership, insurer or claims representative may be treated as authorised work.
26.3 Paintgenie reserves the right to refuse changes that it considers unsafe, unsuitable or impractical.
27.1 Paintgenie aims to resolve complaints fairly and professionally.
27.2 Complaints should be raised directly with Paintgenie as soon as reasonably possible after the issue becomes apparent.
27.3 Paintgenie must be given a reasonable opportunity to inspect the vehicle and investigate the complaint.
27.4 Retail customers retain all statutory rights available under applicable consumer law.
28.1 By instructing Paintgenie to carry out work, the customer, dealership, insurer, claims handler or other authorised party confirms acceptance of these Terms & Conditions.
28.2 These Terms & Conditions apply unless alternative written terms have been expressly agreed and accepted by Paintgenie.
28.3 Where there is a conflict between these Terms & Conditions and separately agreed written terms, the specifically agreed written terms will take precedence to the extent of that conflict.
29.1 These Terms & Conditions are governed by the laws of England and Wales.
29.2 Any dispute will be dealt with in accordance with applicable UK law.
29.3 Nothing within these Terms & Conditions is intended to remove or restrict any mandatory statutory rights or protections.
Total Loss, Cancellation & Administration Fees
30.1 Where Paintgenie has commenced work on a vehicle following an authorised insurance repair instruction and the vehicle is subsequently declared a total loss / write-off, the cancellation of the repair may result in administration, assessment, dismantling, storage, parts, labour and other costs being incurred by Paintgenie.
30.2 Where an insurance repair is cancelled because the vehicle has subsequently been declared a total loss, the insurer, claims handler or other party responsible for the repair authorisation will be responsible for payment of reasonable administration and other costs incurred by Paintgenie in connection with the cancelled repair.
30.3 Such charges may include, where applicable:
30.4 Where Paintgenie has carried out work or incurred costs based on an authorised repair instruction, the subsequent decision by an insurer to declare the vehicle a total loss does not automatically cancel the costs already incurred by Paintgenie.
30.5 Any administration fee or other cancellation charge will be based on the work undertaken and costs reasonably incurred by Paintgenie and will be invoiced to the party responsible for the authorised repair, subject to any applicable contractual or legal requirements.
30.6 Paintgenie reserves the right to provide supporting documentation, photographs, estimates, invoices and records demonstrating the work undertaken and costs incurred.
30.7 Where a vehicle is declared a total loss before any repair work has commenced, any administration fee will only apply where it has been agreed in advance or where Paintgenie has already incurred chargeable costs in connection with the instruction.
30.8 Nothing in this section limits any statutory rights or obligations applicable to the parties.
