Terms and Conditions

At UK Car Glass, we believe in transparency and ensuring that our customers clearly understand their rights and responsibilities when using our services.

We value your trust and aim for a straightforward set of terms. To prioritise transparency, we have placed the most important points at the top of this document, so the key information is easy to find.

Please read through the rest of the terms carefully to understand the agreements governing your use of our services.

The most important points (summary)

These are the things most customers want to know upfront. The detailed terms below are the legally binding version.

1. Your statutory consumer rights are protected. Nothing in these terms removes or reduces the rights you have under UK law (Consumer Rights Act 2015, Consumer Contracts Regulations 2013).
2. You can cancel any time before the glass is fitted. Cancellations made more than one working day before your appointment are free; later cancellations (including the evening before) carry a £60 fee, because the technician has typically already collected the glass from the supplier.
3. Your card is authorised when you book. Funds are held by our payment provider for up to 7 days. We capture the payment once your technician completes the work — typically within 1–3 days. If the appointment is more than 7 days out, the funds are captured before the authorisation expires.
4. A parts check happens after booking. If the glass you selected doesn't match what your vehicle actually needs, we'll show you the price difference before scheduling. You can pay it, choose a different option, or cancel.
5. OE (dealership-logo) glass is non-refundable once ordered. OE glass is sourced specially per order through the manufacturer's authorised supply chain and cannot be returned. If you book OE glass, the cost is committed at the point of order. Standard OEE / aftermarket glass (the default on our site) is fully cancellable up to fitting.
6. Our warranty is 2 years on workmanship. It applies when you contact us first about any post-replacement issue.
7. We are a service facilitator. We arrange replacements through our network of independent vetted technicians and workshops across the UK. We hold the customer relationship; the work itself is performed by approved technicians on our behalf.
8. Calibration of advanced driver-assistance systems (ADAS) may require a workshop visit. Our standard mobile service does not include calibration; if your vehicle needs it, we will arrange a workshop appointment.
9. Insurance bookings work differently. Online prices apply to direct bookings only. For insurance work, our partner Auto Windscreens handles the quote and excess directly with you.
10. For complaints, contact us first. Engaging another company before contacting us may invalidate your warranty.

1. About these terms

These terms govern your use of the UK Car Glass website and the windscreen replacement, repair, and ADAS calibration services we arrange.

By placing a booking on our website, calling us, emailing us, or using our online tools, you confirm that you have read and accepted these terms.

We may update these terms from time to time. The "Last updated" date at the top tells you when. Your booking is governed by the version of the terms in force on the date of your booking, which we will keep on file.

2. About UK Car Glass

UK Car Glass is the trading name of UK Car Glass Ltd, a company registered in England and Wales (company number 10532755), with its registered office at 207, 3rd Floor, Regent Street, London, W1B 3HH.

We operate as a service facilitator: we take customer bookings, source the correct glass, and arrange the work through our network of independent technicians and workshops across the UK. The technician who attends your job is an independent contractor working on our behalf, not a UK Car Glass employee. We hold the customer relationship and remain responsible for the standard of service you receive.

3. The contract between us

A contract forms when you complete your booking on our website (or when we confirm your booking placed by phone or email). At that point:

• You have agreed to these terms.
• We have authorised the booking amount on your card.
• We have committed to delivering the service on the date confirmed, subject to glass availability and these terms.

4. Quotes and prices

We display online prices on our website based on our window database and our suppliers' price lists. We aim to keep these accurate, but:

• Prices may change as supplier costs change.
• Prices on our site are OEE (Original Equipment Equivalent) or aftermarket-quality glass unless explicitly stated otherwise. Our online prices do not include OE glass — that is, glass carrying the vehicle manufacturer's logo, sourced through a manufacturer-authorised supply chain. OE glass is available on request: contact us with your vehicle details and we will source a manual quote. Please note that OE glass typically has a longer handling and lead time than the standard glass options sold through our online booking flow, as it is sourced through manufacturer-authorised channels rather than our regular supplier network. OE glass orders are non-refundable once placed with the supplier — see Section 9.3.
• Lower quotes obtained over the phone or by email are not bookable through the website automatically. Phone and email quotes are agreed individually.
• We always manually verify pricing and inventory before sending an insurance or non-standard quote.
• Quotes are valid for 24 hours. Any specific quote we send you by email, or display for your vehicle on our website, is valid for 24 hours from the time it is issued. If you place a booking after that, the price in force at the time of booking applies. We do not change prices often, but supplier costs can move and a 24-hour window keeps things fair for both sides.

5. Glass availability

Our database covers thousands of vehicle window combinations. However:

• Availability shown on our website is based on supplier stock data, which may be slightly out of date.
• Our system cannot in real time confirm stock across every supplier warehouse in the UK.
• If the glass for your booking is not available on your preferred date, we will offer the next available alternative date promptly. You can accept the alternative, choose a different glass option, or cancel for a full refund.

6. Parts check

After every booking, our team runs a parts check. We use your vehicle registration number (or VIN if your vehicle is foreign-registered or imported) to confirm the exact specification of glass your vehicle needs.

Two outcomes are possible:

• Match. The glass you selected at booking matches what your vehicle needs. We schedule the replacement.
• Mismatch. The glass you selected doesn't match. We will contact you to explain the difference, show the corrected price, and let you choose:
  • Pay the difference (if the correct glass is more expensive). A payment link is sent for the difference, which must be settled before we schedule the replacement.
  • Receive a refund (if you've paid for features you don't need). The refund is processed after the replacement is completed.
  • Cancel at no charge.

If you have non-standard requirements (for example, you want privacy tint where your current glass is clear), please tell us at the time of booking so we can include this in the parts check.

7. Travel charges

Although we offer nationwide coverage, certain remote regions of Scotland, Wales, and Northern Ireland may incur a travel charge to cover the technician's distance from the nearest covered area. We aim to make any applicable travel charge clear before you confirm your booking; if a travel charge becomes necessary after booking (for example, the only available technician is further than expected), we will tell you and offer the option to proceed, change date, or cancel for a full refund.

8. Booking date and time

When you book, you select your preferred date. Our standard service window is 09:00–17:00. We do not offer specific time slots within that window — the technician arrives during the day. This lets us route work efficiently and keep prices low.

If we are unable to honour your preferred date due to glass availability or technician scheduling, we will contact you with an alternative.

9. Cancellation and your right to change your mind

9.1 Cancelling your booking — the standard policy

You can cancel your booking any time before the glass is fitted. We do not require a reason.

• More than one day before your appointment, during working hours: cancellation is free of charge. The reserved or charged amount is released or refunded in full.
• After the cancellation deadline below (including the evening before, overnight, on the day of the appointment, or any time outside working hours preceding it): a £60 late cancellation fee applies, deducted from the original booking amount.

The cancellation deadline is the end of the working day before your appointment, during our working hours:

• Monday to Friday: 08:00–17:00
• Saturday: 08:00–16:00
• Sunday and UK bank holidays: closed

A cancellation request received outside working hours is treated as received at the start of the next working day, by which point it may already qualify as a late cancellation depending on the appointment date.

Why the late cancellation fee exists: by the evening before an appointment, the technician has typically already collected the glass from the supplier. If the booking is cancelled, the technician must return the glass to the supplier — and some suppliers charge a restocking or return fee. The £60 fee covers the technician's time and any return charges they incur.

9.2 Your statutory cancellation right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a right to cancel a service contract bought online for any reason within 14 days of placing the order. Our standard policy (Section 9.1) is more generous than this minimum — you can cancel at any point before fitting, regardless of when 14 days expires — so the statutory right is fully covered by our normal practice.

9.3 OE glass — non-refundable once ordered

OE glass (with the manufacturer's logo, sourced through the manufacturer's authorised supply chain) is sourced specially per order. Once we place the OE order with the supplier, the cost is committed and cannot be recovered.

For this reason, OE glass orders are non-refundable from the moment the order is placed with the supplier. This is an exception to the standard cancellation policy in Section 9.1.

When you confirm an OE booking, we will ask you to acknowledge separately that you understand:

• The OE glass cost is committed at the point we place the supplier order.
• You will not be able to cancel for a refund once that order is placed.
• The standard cancellation policy in Section 9.1 does not apply to the OE glass component of your booking.

This acknowledgement is required for OE bookings only. Standard OEE / aftermarket glass — the default option on our website — remains fully cancellable up to fitting.

9.4 When the appointment is more than 7 days away

For appointments scheduled more than 7 days in advance, your card is automatically charged 6 days, 23 hours and 59 minutes after booking, to keep the payment authorisation valid (see Section 10.1). If you cancel after the charge has been taken, the cancellation is processed as a refund, which typically takes a few banking days to clear, rather than as a release of authorisation (which is faster). The refund amount is the same; only the processing time differs.

9.5 We may also cancel

We reserve the right to cancel a booking if:

• The vehicle is not in the condition described (for example, severe corrosion around the windscreen frame that we cannot warranty over).
• Our parts check reveals we cannot source the correct glass.
• Severe weather, road conditions, or other circumstances outside our control make the work unsafe.

If we cancel, you receive a full refund (including any OE glass cost paid, where the OE order has not yet been placed with the supplier) and where possible we offer to rebook.

9.6 Call-out fee — when the issue is outside the scope of our service

Our service covers glass replacement, glass repair, and ADAS calibration. We do not repair or replace mechanical or electrical components such as:

• Window regulators (the mechanism that raises and lowers a side window).
• Power window motors, door locks, or door wiring.
• Wiper motors or wiper linkages.
• Bodywork or trim around the glass aperture.

If the technician arrives and discovers that the glass itself is intact and the actual issue is one of these out-of-scope mechanical or electrical components — for example, a side window won't move because the regulator is broken, not because the glass is damaged — we are unable to complete the booked work.

In this case, where the technician charges us a call-out fee for the wasted visit, we will pass that charge on to you and refund the balance of your booking. We will always explain the issue clearly before applying any charge so you understand exactly what is being billed and why.

To avoid this, please describe the symptom as accurately as possible at the time of booking. If you are unsure whether your issue is glass-related or mechanical, contact us before booking and we will help you work it out.

10. Payment

10.1 How payment works

When you book online, the booking amount is authorised on your card — meaning it is reserved but not charged. The actual charge happens when:

• The technician completes the job (typically within 1–3 days), OR
• 6 days, 23 hours and 59 minutes after booking (if your appointment is more than 7 days in advance), to keep the card authorisation valid. In this case the payment is taken before the work; if anything changes, you are refunded.

10.2 Insurance bookings

Online prices do not apply to insurance-funded replacements. Insurance bookings are handled by our partner Auto Windscreens, who will contact you directly to discuss any excess payable and confirm scheduling.

10.3 Methods we accept

We accept all major debit and credit cards through our payment processor, Stripe. Card details are entered directly into Stripe's secure system; we do not see or store your full card number.

11. Refunds

When we cancel an order, the authorised amount is usually released within 24 hours, although your bank may take a few additional days to reflect the change on your statement. If the amount was authorised but never charged, it will not appear on your statement at all.

When we refund a charge that has already been taken, the refund typically arrives within a few banking days. We allow up to 10+ banking days for refunds to fully clear, especially for debit cards used online, where the refund process can take longer than for standard credit cards.

OE glass exception: OE (dealership-logo) glass orders are non-refundable from the moment we place the order with the manufacturer's supply chain — see Section 9.3. The refund process described in this section does not apply to the OE glass component of any booking once that supplier order has been placed.

12. Warranty

We offer a 2-year workmanship warranty on every replacement. This covers:

• Faulty fitting (including detached mirror base, leaks attributable to fitting, or improperly seated glass).
• Defective sealant or bonding work.
• Improperly fitted mouldings, clips, or wiper components.
• Rain sensor or related equipment that does not function correctly after our work.

To keep the warranty valid:

• Contact us first about any post-replacement issue. Engaging another workshop or technician before consulting us may void the warranty.
• Allow us a reasonable opportunity to inspect and rectify the issue.

12.1 Limitations

The warranty does not cover:

• Failures caused by ongoing corrosion of the windscreen frame. Where corrosion prevents the sealant bonding properly, we cannot guarantee a leak-free seal. This will be flagged at the time of replacement.
• Damage from accidents, road impact, vandalism, theft, or weather events occurring after our work.
• Equipment that was non-standard at the time of fitting (for example, a driving instructor mirror).

13. Complaints

We take complaints seriously. To make sure we can put things right:

1. Contact us promptly at info@ukcarglass.co.uk or 0330 808 9357. The earlier you raise an issue, the more options we have to resolve it.
2. Provide details of the fault, including a photograph if possible.
3. Allow us to inspect. We will book an inspection visit. In some cases we may ask you to bring the vehicle to our nearest workshop, particularly if the issue requires a controlled environment.

13.1 Liability assessment

We will inspect the issue and, where the fault is attributable to our work, repair or replace at no further cost to you under the warranty.

If, after inspection, the fault is found not to be attributable to our work or our warranty, the following charges apply:

• Travel expenses incurred by the inspection visit.
• An inconvenience fee of £50.

We will explain our findings to you before applying any charge.

13.2 Your statutory remedies

If our service is defective in a way that breaches your statutory rights under the Consumer Rights Act 2015, you are entitled to:

• Re-performance — we will redo the work to put it right, at no charge.
• Price reduction — if re-performance is impossible, disproportionate, or not done within a reasonable time, you may be entitled to a price reduction.

These remedies are in addition to (not instead of) the warranty above.

14. ADAS calibration

Many modern vehicles have Advanced Driver Assistance Systems (ADAS) — features such as lane departure warning, adaptive cruise control, autonomous emergency braking, and rain or light sensors. After a windscreen replacement, these systems often need recalibration to function correctly.

• Our standard mobile service does not include calibration. Where calibration is required, we will arrange a separate appointment, usually at a workshop, in line with the vehicle manufacturer's recommendations.
• Calibration may require specific environmental conditions (lighting, road markings, target boards) that cannot be replicated at the customer's address.
• Calibration is priced separately and quoted in advance.

If you are unsure whether your vehicle needs calibration, we will check during the parts-check stage and confirm before your appointment.

15. Service delivery — what to expect on the day

15.1 Extra equipment

Any non-standard equipment fitted to your windscreen — such as a driving instructor mirror, dashcam mount, or aftermarket sensors — is the customer's responsibility to remove before the appointment and reinstall afterwards. Our technicians can offer assistance but do not assume responsibility for the function of non-standard equipment after replacement.

15.2 Vehicle cleaning

Our technicians will clean glass and adhesive residue from the immediate work area as part of the service. General vehicle cleaning (for example, removing road dirt or interior valeting) is the customer's responsibility.

15.3 Leftover glass — rear and side windows

Rear windows and side windows are toughened glass, which shatters into many small pieces when broken. Our technicians will:

• Remove all visibly accessible glass from the door frame, seat, and floor area.
• Vacuum the immediate area to clear loose pieces.

However, some glass shards may remain in tight corners of the door frame or seat mechanism that a vacuum cannot reach. We cannot guarantee that every fragment is removed. We always recommend a professional valet within a few days of a side- or rear-window replacement to clear any pieces that emerge with use.

16. Things outside our control (Force Majeure)

We will do our best to honour every booking on time. However, we are not liable for delays or cancellations caused by events outside our reasonable control, including:

• Severe weather (heavy snow, flooding, extreme heat or cold, high winds).
• Road closures, traffic accidents, or police directives that prevent the technician reaching your address.
• Industrial action by suppliers or carriers.
• Power, fuel, or telecommunications outages.
• Supplier glass shortages caused by manufacturing or logistics disruption.
• Pandemic-related restrictions.

If we cannot honour your booking due to one of these events, we will contact you to rearrange or refund.

17. Liability

17.1 What we are responsible for

We are responsible for losses you suffer that are a foreseeable result of our breaking these terms or our failure to use reasonable care and skill. A loss is foreseeable if it was an obvious consequence of our breach or if it was contemplated by you and us at the time you booked.

17.2 What we are not responsible for

We are not responsible for losses that are not foreseeable, for losses caused by you (for example, providing inaccurate vehicle information), or for losses arising from any failure of equipment that was already faulty before our visit.

17.3 Statutory rights are not affected

Nothing in these terms excludes or limits our liability for:

• Death or personal injury caused by our negligence.
• Fraud or fraudulent misrepresentation.
• Breach of any statutory term that cannot legally be excluded (including the implied terms of satisfactory quality, fitness for purpose, and reasonable care and skill under the Consumer Rights Act 2015).

This means you keep all statutory consumer rights regardless of what these terms say.

18. Privacy and data

How we collect, use, and protect your personal data is set out in our Privacy Policy. By booking with us, you acknowledge that you have read the Privacy Policy.

19. Cookies

Our website uses cookies as set out in our Cookie Policy.

20. Trademarks and intellectual property

UK Car Glass and the UK Car Glass logo are trademarks of UK Car Glass Ltd. The website content (including text, layout, and images) is owned by UK Car Glass Ltd or licensed to us and is protected by copyright. You may not copy, reproduce, or commercially use our content without our written permission.

Vehicle manufacturer names, model names, and logos referenced on our website are the trademarks of their respective owners. Reference to a vehicle make or model on our website indicates compatibility of glass for that vehicle and does not imply endorsement, affiliation, or partnership with that manufacturer. See our Trademark Disclaimer for the full position.

21. Changes to these terms

We may update these terms from time to time to reflect:

• Changes in the law or our regulatory environment.
• Changes in our services, suppliers, or pricing model.
• Improvements to clarity.

The "Last updated" date at the top of this page reflects the most recent change. We will keep historic versions on file. Your booking is governed by the version of these terms in force when you placed it.

22. Governing law and jurisdiction

These terms are governed by the laws of England and Wales. Any dispute arising from these terms or your use of our services will be subject to the non-exclusive jurisdiction of the English courts, although you may bring proceedings in your local UK jurisdiction if you live in Scotland or Northern Ireland.

23. How to contact us

For any question about these terms or your booking:

• Email: info@ukcarglass.co.uk
• Phone: 0330 808 9357 (Monday–Friday 08:00–17:00, Saturday 08:00–16:00)
• WhatsApp: 0330 808 9357 (text only)
• Address: UK Car Glass Ltd, 207, 3rd Floor, Regent Street, London, W1B 3HH

For data and privacy questions: privacy@ukcarglass.co.uk.