National Service Network

Terms and Conditions
NSN Terms and Conditions
(including Terms of Warranty to Customer)

    DEFINITIONS
  1. Subject to paragraph 5 below, these terms and conditions (“The Terms”) are the terms on which (NSN Holdings Limited, registered office 24-26 London Road, Newbury, Berkshire, RG14 1JX. Registered Company Number 4413774) ("NSN") contracts with the Customer as named overleaf.
  2. “Goods” means all goods, parts, replacement vehicles, oils and lubricants supplied to the Customer whether used as part of the Work or not.
  3. "NSN Garage" means any of the garages that are members of the NSN network from time to time.
  4. “Work” means any work undertaken for the Customer including all vehicle service, repair, maintenance or MOT or fitting work to the vehicle.
  5. NSN intend that all Work is provided, Goods are supplied and both are accepted on these terms. If a Customer wishes to rely on any variation to these terms then the Customer should ensure that the variation is agreed with NSN in writing before issuing any instructions to NSN to carry out any Work.
  6. NSN means the company and all employees, agents and representatives.

    QUOTATIONS, ESTIMATES & PRICES

  7. NSN will provide a quotation which is the estimate of the charge for the Work and the Goods based on the information available to NSN at the time. This quotation will remain valid for 14 days from the time of issue.
  8. Estimates of charges are valid at the time of the quotation. NSN reserves the right to change the estimate if NSN ascertains on inspection of the vehicle and/or in the course of carrying out the Work that further Work is reasonably necessary, or if NSN’s costs change significantly due to circumstances beyond NSN's control between the date of the quotation and the date of fitment or purchase. The Customer shall be entitled to terminate the contract with NSN within 3 days of receipt of oral or written notice regarding such changes to the prices. Customers are requested to contact NSN at the earliest opportunity if they wish to terminate the contract in such circumstances.
  9. If any additional work not referred to in the quotation is required at further cost the NSN Garage will not carry out such additional work until NSN has obtained the Customer's authorisation (written or oral) to proceed, except if the value of such work is below £10.00 when prior authorisation will not be required (unless the Customer instructs NSN otherwise before leaving the vehicle with an NSN Garage.
  10. If the Customer leaves the vehicle with an NSN Garage to undertake an estimate of work required or the Work itself, a charge of up to £25 per day will be levied for storage if the vehicle is not collected after 5 days from completion of the estimate or the Work itself. Details of the rate of such charge are available from NSN.
  11. All prices are quoted inclusive of Value Added Tax.

    PAYMENT

  12. Payment for Goods and Work can only be made with a valid debit or credit card and is to be made directly to NSN. When making payment by credit or debit card, the estimated cost of the work will be “pre-authorised” by NSN from the Customer’s account. This is only to ensure the Customer has sufficient funds in their credit or debit card account to meet the cost of the repairs at the time of payment. No money will be taken from the Customer’s account until the work has been completed.
  13. The Customer will not remove the vehicle until all payments for Goods and Work and other applicable payments have been received.
  14. Interest at the rate of 3% above Barclays Bank base rates will be charged for over due payments.

    REPLACEMENT VEHICLES

  15. Any replacement vehicle provided by an NSN Garage will normally be covered by the NSN Garage's insurance. If this is not the case the NSN Garage will inform the Customer who will be required to provide their own insurance cover.
  16. Subject to availability, replacement vehicles will be provided for no more than 3 days unless previously agreed with NSN (and in any event for not more than 12 weeks). Vehicles must not be driven more than 60 miles per day. If vehicles are driven in excess of this mileage, the Customer will be charged an excess mileage charge of 15p per mile.
  17. All replacement vehicles must be operated to comply with manufacturer instructions and the Customer must comply with any specific instructions contained in the insurance cover relating to replacement vehicles.

    UNCOMPLETED WORK

  18. If for any reason the Work is unable to be completed in full because of the Customer's instructions (such as removal of the vehicle), NSN shall charge the Customer for the Work actually completed at the NSN Garage's hourly rate (details available from NSN) plus any Goods supplied or used.
  19. Save for the Customer’s right to cancel under the Consumer Protection (Distance Selling) Regulations shown at the bottom of these terms, no Work that has been accepted by NSN and which has been authorised by the Customer may be cancelled by the Customer, unless NSN notifies the Customer of increases to the charges or a significant delay in completing the work or as otherwise agreed with NSN. On cancellation the Customer will pay NSN for Work actually carried out and for Goods supplied or used.
  20. NSN will make every effort to ensure that the work will be completed at the time specified.

    TITLE

  21. Any warranty in respect of any Goods will be transferred to NSN should such parts prove to be defective and require replacement under the terms of NSN’s warranty.

    LOSS, DAMAGE AND LIABILITY

  22. NSN shall not be responsible for any unforeseeable losses; losses that were not caused by NSN's or its employees', agents' or representatives' negligence or for any business losses. This does not affect any claim that the Customer may have for death or personal injury. Nothing in this condition will affect the Customer’s statutory rights that the Works are performed with due skill and care, that the Goods supplied are of satisfactory quality and fit for their purpose and that products or services correspond with their description
  23. The Customer must remove from the vehicle any valuable items not connected to the vehicle. NSN will not be responsible for the loss of, or damage to such items, the Customer must rely on their own insurance in the event of such loss or damage.
  24. NSN shall not be liable for any loss or deemed to be in breach of the Terms if any delay in performing its duties or inability to perform any of its obligations is the result of factors that are beyond NSN’s reasonable control including, without limitation, the activities of civil or government authorities, third party industrial disputes, internal industrial disputes where we have taken reasonable steps to prevent the effects of such action on our services, but have been unable to do so; acts of God; or severe weather conditions.
  25. At any time the Customer is on site at an NSN Garage, the Customer shall comply with all health, safety and warning notices displayed at the NSN Garage. The Customer shall also comply with any instructions provided relating to use of the Goods.

    REPLACEMENT PARTS

  26. All parts replaced as part of the Work (except those retained under warranty or service exchange programmes) will be retained by NSN until the vehicle is collected. Such parts will then become the property of NSN (unless otherwise the Customer requests otherwise) and will be disposed of as NSN deems appropriate.

    SUB CONTRACTING

  27. NSN shall be entitled to appoint any NSN Garage as its agent and sub-contractors to carry out its obligations under this agreement.

    NATIONAL SERVICE NETWORK WARRANTY

  28. NSN will provide the Customer with a warranty against any defective goods or workmanship for a period of 12 months after the Work has been completed. This warranty will cover the replacement parts used in the Work and defective workmanship associated with the Work. This warranty is an addition to your statutory rights relating to defective goods or services.
  29. No warranty will apply if the Customer: 29.1 fails to comply with any of the vehicle manufacturer’s operating instructions or fails to have the vehicle serviced to the vehicle manufacturer’s recommended schedule
    29.2 fails to comply with any operating instructions or notices or information provided by NSN or any NSN Garage.
    29.3 subjects the vehicle or Goods to conditions in excess of normal wear and tear or the vehicle is used for racing or rallying.
    29.4 travels more than 20,000 miles in the vehicle overleaf in the 12 months subsequent to the Work.
    29.5 fails to inform NSN of any defect promptly, or fails to allow NSN the opportunity to examine or remedy such defect.
  30. Customers with complaints regarding the Work or Goods of an NSN Garage should contact NSN in the first instance. NSN will investigate any dispute or complaint regarding the Works or Goods and will notify the Customer within 30 days of the results of such investigation. This shall not restrict or prevent the Customer from exercising any legal remedy, including legal action.
  31. The Customer must contact NSN at the NSN Customer Care Centre on Telephone number 0870 242 2291 to have remedial work undertaken under this warranty. The Customer must NOT contact the NSN garage directly.
  32. NSN at its sole discretion will decide where the remedial work is undertaken within its National Network of Approved Garages. All reasonable efforts will be made to undertake such work at a location convenient to the Customer.

    GENERAL

  33. Any amendments to these Terms shall be agreed in writing by both parties.
  34. If any provision of these Terms shall be found by any court or administrative body of competent jurisdiction to be invalid or unenforceable, such invalidity or unenforceability shall not affect the other provisions of these terms which shall remain in full force and effect.
  35. The formation, validity, construction and meaning of this agreement shall be governed by English Law.

    THESE TERMS AND CONDITIONS AND THE WARRANTY TERMS CONTAINED IN THEM DO NOT AFFECT THE STATUTORY RIGHTS OF A CONSUMER REGARDING FAULTY OR MISDESCRIBED PRODUCTS OR SERVICES OR ANY FAILURE BY NSN IN THE SUPPLY OF GOODS OR THE UNDERTAKING OF WORK. FOR MORE INFORMATION ABOUT YOUR STATUTORY RIGHTS, PLEASE CONTACT THE CITIZENS’ ADVICE BUREAU.

INFORMATION REQUIRED BY THE CONSUMER PROTECTION (DISTANCE SELLING) REGULATIONS
Supplier: The Work will be carried out by an NSN Garage on behalf of NSN Holdings Ltd.
Services: The vehicle service, repair or maintenance work you have requested is described in more detail on the attached letter of confirmation.
Price: The estimated price for your Work is shown on your letter of confirmation and is valid for 14 days for the date of issue.
Right to Cancel: You have the right to cancel any Work you have requested (apart from any Work you have requested on site at an NSN Garage) for a period of 7 working days beginning on the date after you request the Work from NSN. If the date your vehicle is booked in at an NSN Garage is before the expiry of that date, your right to cancel will cease when the NSN Garage begins the Work with your agreement. You may also cancel in the circumstances shown in Condition 8 of the terms and conditions above.
How to Cancel or Complain: If you wish to exercise your right to cancel or to complain, please write to NSN Holdings Ltd, Brewery House, 84 High Street, Newport Pagnell, Bucks MK16 8AQ or email customercare@nsn.co.uk
Warranty: For details of the warranty applicable to the Work being carried out to your vehicle, please see Conditions 28 and 29 of the terms and conditions above.
National Service Network
© NSN Holdings Ltd 2004
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