cinch Store Goods and Services – Terms and Conditions
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These terms
We offer additional products and services at our physical cinch stores (each a Store) to help keep you on the road. This document sets out the terms and conditions (Terms) that apply to those additional products and services, including car servicing, MOTs and the provision (and fitting) of replacement parts. We call these our Retail Products and Services.
All Retail Products and Services supplied at our Stores are governed by these Terms. Should you choose to purchase a cinch car you have seen in-Store, your purchase will be governed by our Car Purchase Terms and Conditions (available here) rather than these Terms.
We’re happy to provide our Retail Products and Services to existing customers of cinch who have previously purchased a car from us and we’re also happy to provide our Retail Products and Services to customers new to cinch. In other words, you don’t need to have brought a car from us to use our Retail Products and Services.
These Terms may change from time to time so please make sure you check these Terms each time you make a booking for Retail Products and Services.
Who are we?
When you book your vehicle into a Store for the provision of our Retail Products and Services, the supply of those Retail Products and Services will be governed by these Terms as a legally binding contract between you and Cinch Cars Limited.
cinch is a company registered in England and Wales under company number 11520330, with registered office at Form 2, 18 Bartley Wood Business Park, Bartley Way, Hook, Hampshire, RG27 9XA. Our registered VAT number is 360909784.
Eligibility
Our Retail Products and Services are only available to private individuals acting as a consumer. We do not accept bookings for Retail Products and Services from individuals operating in the course of a business. The price of any Retail Products and Services we advertise is for private consumers only.
Our contract with you to perform Retail Products and Services
You can ask us to provide Retail Products and Services by:
contacting a Store in advance and speaking to our staff; or
visiting a Store and requesting one of our Retail Products and Services is performed while you wait (subject to availability).
Each of these actions is an offer by you to purchase Retail Products and Services from us in accordance with these Terms.
Your offer will only be deemed accepted by cinch, and a contract for those Retail Products and Services formed, when we agree to perform the Retail Products and Services you’ve requested (this could be verbal agreement) or we commence work on your vehicle (whichever is sooner).
All Retail Products and Services will be carried out in the UK at one of our cinch Stores.
What Retail Products and Services do we offer?
A: Servicing
Servicing a vehicle with an internal combustion engine (ICE): We offer two levels of servicing for a vehicle with an ICE. If you have a hybrid or fully electric vehicle see section 5.2 below. You can choose from a minor service for £149 (inclusive of VAT) or a major service for £249 (inclusive of VAT). The table below lists the checks that our technicians will carry out for each type of service. A tick indicates the item is included and a cross indicates that item is not included. This coverage and price is fixed and cannot be changed.
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Servicing an electric or hybrid vehicle: We offer two levels of servicing for hybrid or fully electric vehicles (each referred to as an EV in these Terms). If your vehicle has an internal combustion engine (ICE) see section 5.1 above. You can choose from a minor service for £149 (inclusive of VAT) or a major service for £199 (inclusive of VAT). The table below lists the checks that our technicians will carry out for each type of service. A tick indicates the item is included and a cross indicates that item is not included. This coverage and price is fixed and cannot be changed.
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If your vehicle has the benefit of a manufacturer or retailer warranty, then in order for that warranty to remain valid the terms and conditions of that warranty may specify:
specific elements that need to be covered by a service; and/or
that a service needs to be carried out by a main dealer or another specific service provider/repairer.
Where your vehicle has the benefit of a third-party warranty it is your responsibility to ensure that a service through cinch is suitable. If you choose to service your vehicle through cinch, cinch will not be liable to you if this acts to invalid the terms of any manufacturer or retailer warranty relating to your vehicle.
B: MOTs:
We offer MOTs at a price of £49 (inclusive of VAT). The MOT will test important items on your vehicle to check the vehicle meets legal standards. An MOT is different to a service (as described above) and doesn’t cover the condition of the engine of your vehicle or the clutch and gearbox (if applicable).
The MOT will be carried out in line with the MOT inspection manual published by the Driver and Vehicle Standards Agency (DVSA). Further information on this can be found here. As a general guide (subject to change in line with DVSA standards) the MOT will test the following parts of your vehicle:
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If your vehicle fails an MOT and you instruct cinch to carry out additional work on your vehicle to bring your vehicle back to legal standards, you won’t be charged to repeat the MOT test on completion of that work, provided the second MOT test is completed within 7 days of the first test. Section C below contains more information on instructing cinch to carry out further work on your vehicle.
C: Replacement parts and repairs:
Following completion of a car service (as detailed in section A above) or MOT (as detailed in section B above) we may identify parts or commodities requiring repair or replacement or recommend additional remedial or maintenance work to be carried out on your vehicle:
Typical recommendations following a service may relate to spark plugs, the timing belt and filters (fuel, pollen and CVT (continuously variable transmission) filter) or the need for replacement tyres where the tread depth is close to the legal limit. We will provide you with a written report of our findings from the service and will contact you to discuss them.
Your MOT report may include advisories.
If we’re able to help rectify any of these items, and you would like to us to provide you with a quote for such work, we’d be happy to do so. Nothing in these Terms or otherwise obligates you to accept this quote and/or instruct cinch to perform additional Retail Products and Services beyond what you’ve agreed to. We will never carry out additional work on a vehicle without your prior consent.
You don’t need to have a service or MOT through cinch to ask us to carry out replacement parts or repairs. We’re happy to quote for the provision of ad hoc repairs or the replacement of vehicle parts as you may need.
All parts removed from your vehicle as part of a repair (to be replaced by new parts) will become our property and we will take responsibility for disposing of the removed parts in accordance with law.
Quotes
All quotes will be provided in pounds sterling.
The cost of labour to fit parts will be included in the price quoted for the part, unless we expressly state otherwise. Where labour is quoted/charged separately it will be added at a rate of £80 per hour (inclusive of VAT). We will only charge you for the time taken for our technicians to complete the required repair or replacement (with the hourly rate pro-rated as appropriate).
Quotes are valid for 30 days from the date of issue, unless we state otherwise.
Guarantees
Tyres: Any replacement tyres purchased through cinch come with a guarantee to protect against manufacturing defects during the legal life of that tyre (i.e. until the tyre reaches the legal tread limit of 1.6mm).
Replacement of bodywork panels: No guarantees apply.
All other parts: Excluding the parts detailed in sections 7.1 and 7.2 above, all parts fitted by cinch at a Store will be guaranteed against manufacturer defects for a period of 2 years or 24,000 miles (whichever comes first).
Claiming under the guarantee: Where you experience an issue post purchase with a guaranteed part that cinch has fitted, you’ll need to contact the Store that originally fitted the part and organise for it to be inspected by one of our technicians. You must get in touch with us as soon as reasonably possible after you first become aware of the issue (failure to do so may impact your claim). Further investigation by the manufacturer of that part may be required if a cinch technician cannot diagnose the issue. You cannot claim under this guarantee where:
a part is damaged due to a cause other than a manufacturer defect, such as accidental damage, misuse, vandalism or deliberate damage;
your vehicle has been modified in any way since the part was fitted by cinch;
your vehicle has been used for any of the following purposes: (i) as a police, fire, military or emergency vehicle or in any other public service; (ii) as a licensed hackney carriage/taxi or private hire vehicle (or otherwise for hire or reward); (iii) for the purpose of teaching an individual to drive (otherwise than in a personal capacity) or otherwise driven under professional instruction; (iv) for events or sporting activities including competitions, racing, rally driving, track days or any equivalent use; (v) as a commercial vehicle or otherwise for commercial use; or (vi) in speed or duration tests.
Important points to note:
The guarantee detailed in this section 7 is in addition to your statutory rights. When you purchase Retail Products and Services from cinch we are under a legal duty to supply these Retail Products and Services in accordance with these Terms and your legal rights in relation to faulty goods and inadequate services. You have various legal rights and remedies which are available to you as a consumer if we do not do this. None of these legal rights or remedies are affected by these Terms and any exclusions set out in these Terms do not apply to these legal rights or remedies. For more information about your rights and remedies please visit the Citizens Advice website www.citizensadvice.org.uk.
Please retain your invoice and any other paperwork we provide to you in connection with the Retail Products and Services we carry out. We will need to see a copy of this should you ever claim under the guarantee. Failure to provide such paperwork may impact your ability to claim under the guarantee.
Guarantees cannot be transferred if you later transfer ownership of your vehicle to a third party. The cinch guarantee detailed in this section 7 only applies to you - the customer who instructed the Retail Products and Services in the first place.
Our responsibilities to you
All parts we supply to you will align with their specification (as set out by the manufacturer of that part or displayed by us). All parts will be of satisfactory quality and fit for the purpose they are intended to be used for. Please note, product specifications may change from time to time at the direction of the manufacturer or to ensure continued compliance with law.
Any services provided by cinch under these Terms, such as the performance of a vehicle service, carrying out an MOT or fitting of parts, will be carried out using reasonable skill, care and diligence.
Your booking
Where you contact us in advance to make a booking, we will agree with you a mutually convenient date/time for you to visit a Store so we can provide the Retail Products and Services you require. Where we have agreed a specific time, please ensure you arrive at that time – any material delays may impact our ability to provide Retail Products and Services to you as planned. If a specific time has not been agreed, please ensure your vehicle is at the applicable Store by 9am on the day of your appointment.
We have a network of parts suppliers in place which enables us to source most replacement parts (including tyres) quickly. For this reason, we do not envisage we will need your vehicle at Store for more than 48 hours to complete any repair or replacement part fitting. In the unlikely event this isn’t the case we will contact you and discuss your options.
We will always look to meet the date/time we have agreed with you for the performance of the Retail Products and Services however we won’t be held liable for any minor delay or our inability to perform due to a circumstance outside of our reasonable control. This includes delays caused by unexpected illness of our technicians or adverse weather conditions. This list is not exhaustive and there may be other genuine reasons why our original timescale for performance slips. Please see section 15 for more information.
Where we can accommodate you you’re welcome to wait in Store for your Retail Products and Services to be completed. If you choose to leave your vehicle with us, we will contact you on completion of the Retail Products and Services to inform you your vehicle is ready for collection. Please note, we’re unable to provide a courtesy car while your vehicle is at the Store.
Cancellation
You can cancel your contract for the provision of Retail Products and Services at any time before we have commenced performance of those Retail Products and Services at no charge to you. If you wish to cancel the contract after we have commenced work on your vehicle you are free to do so, however we reserve the right to charge you a reasonable amount for any costs and expenses we have paid or committed to before cancellation that relate to us providing or arranging the Retail Products and Services you were booked in to receive. To cancel your contract please call the cinch Store you made a booking with using the following contact information:
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Pricing and payment terms
We may advertise the price of Retail Products and Services in Store and on our website (www.cinch.co.uk). Whilst we have measures in place to ensure pricing is displayed consistently there may be instances where the price of Retail Products and Services are listed incorrectly. Where we discover an error of this nature we will endeavour to correct it as soon as possible. If you’re affected by this error, we will contact you to discuss your options. Provided we have not commenced the Retail Products and Services affected, we reserve the right to terminate our Contract with you for those Retail Products and Services.
We reserve the right, before completion of the Retail Products and Services, to adjust the price payable by you for those Retail Products and Services to reflect any changes that are made to the rate of VAT from time to time.
Payment for Retail Products and Services is due on completion of the work. Our Stores are cashless so we can only take payment for our Retail Products and Services by debit or credit cards (either directly or using a mobile payment system such as Apple Pay). We do not accept any other form of payment. We use a third-party payment provider to process card payments in-Store and online. On completion of the Retail Products and Services our payment provider will send a link to your mobile with a copy of your invoice and instructions on how to make payment. The processing of these payments will be governed by the third-party provider’s terms and conditions. You can find and read their terms here.
Should you fail to make payment for the Retail Products and Services when due, cinch reserves the right (at its discretion) to:
hold on to your vehicle until payment is made;
charge you for vehicle storage as set out in section 11.6;
remove any parts cinch has fitted to your vehicle; and/or
take legal action against you to recover the amount due (including any other costs we have reasonably incurred as a result of your failure to pay, such as legal costs and expenses).
All parts supplied by cinch under these Terms remain the property of cinch until payment for those parts has been made. This is known as retention of title and does not impact any other rights we may have under section 11.4 in respect of your failure to pay our invoice.
Should you fail to collect your vehicle from a cinch Store within 7 days of us notifying you that it is ready for collection we reserve the right to charge you a daily rate for vehicle storage at our usual commercial rates.
Data protection
To complete your booking for Retail Products and Services and keep you updated on the performance of those Retail Products and Services we will require some personal information about you (name, mobile number and email address). A summary of how we will use this personal information (and any other personal information we obtain from you in consequence of performing the Retail Products and Services) is set out in our privacy notice available here.
Queries or complaints
If you have any queries or complaints about a current or future booking or Retail Products and Services we have provided, please contact the cinch Store you made the booking with in the first instance using the contact information in section 10 above.
Alternatively, you can write to us at complaints@cinch.co.uk. You can read a copy of our complaints handling process here.
Liability
Where cinch supplies and fits any parts to your vehicle under these Terms, you will be responsible for loss or damage to those parts following their supply by cinch, except where we caused the loss or damage or where the part is covered by a guarantee (see section 7).
Nothing in these Terms excludes or limits our liability for death or personal injury arising from our negligence, our fraud or fraudulent misrepresentation or any other liability that cannot be excluded or limited by law.
To the extent cinch can restrict its responsibility by law, cinch will not be responsible to you for any indirect or consequential losses or loss of income or revenue, loss of business, loss of profit or loss of anticipated savings (whether direct or indirect).
To the extent cinch can exclude its responsibility in law, cinch excludes all implied representations, warranties and conditions from these Terms.
Subject to the above, our maximum liability to you under or in connection with these Terms shall not exceed the market value of your vehicle at the date we first supplied Retail Products and Services to you (such market value being determined by an independent industry database (CAP) for a used vehicle in CAP clean condition subject to the same age and mileage as your vehicle).
Circumstances outside of the control of cinch
We will not be responsible for any failure to perform (or delay to performing) the Retail Products and Services or these Terms which is caused by a circumstance outside of our control. Circumstances or events that may be included in this section are riots, acts of terrorism or war, civil disruption, strikes, fire, flood, other natural disasters, pandemics, epidemics and non-availability of parts. Other circumstances or events may also be included if they are outside of our control.
If our supply of Retail Products and Services is delayed due to a circumstance outside of our control as described in section 15.1, then we will contact you as soon as possible to let you know and we will do all we can to reduce the delay. Our responsibilities to you under these Terms will be temporarily delayed and the agreed date by which we must perform our responsibilities will be extended until the circumstance outside of our control has ended.
Miscellaneous
If a court finds any part of these Terms is illegal, invalid or otherwise unenforceable, the remaining parts of these Terms will continue in full force and effect.
You may not transfer any of your rights or obligations under these Terms to any other person. We may transfer our rights and obligations under these Terms to another person provided this will not affect your rights under these Terms.
These Terms do not give rise to rights that are enforceable by any person who is not a party to these Terms.
These Terms set out the entire agreement between you and us relating to the provision of Retail Products and Services. These Terms replace any prior discussions or agreement between you and cinch relating to the purchase or scope of the Retail Products and Services.
These Terms are governed by English law and you and we both agree that we will issue any legal proceedings in connection with any dispute or claim arising in relation to these Terms in the courts of England and Wales.
If you live in Scotland or Northern Ireland, we may issue legal proceedings in connection with any dispute or claim arising in relation to these Terms in the courts of Scotland or Northern Ireland respectively.
Last updated: 14 January 2025