Terms & Conditions

Paintless Dent Removal | Retail & B2B Volume Operations
Last updated: 23 November 2025

1. Definitions

“Company”, “we”, “us”, “our”: Axiom PDR Services Ltd.
“Client”, “you”, “your”: Any retail or B2B customer engaging Axiom PDR Services.
“Technician”:
A trained and employed Axiom PDR Services PDR technician, or a qualified, experienced, skills‑tested technician contracted to Axiom PDR Services.
“Services”: Any Paintless Dent Removal (PDR), assessment, consultation, reporting, SLA work, or related activity.
“Site”: Any location where work is carried out.

2. Scope of Services

2.1 Retail Customers

Mobile or on‑site Paintless Dent Removal.
Damage assessed via photo/video or in‑person inspection.
Repairs undertaken by Axiom PDR Services technicians or approved contracted technicians.

2.2 B2B / Volume Clients

High‑volume PDR services for fleets, dealerships, remarketing centres, automotive groups, or similar clients who require regular large‑throughput Cold Metal Repair Services.
Includes SLA‑based performance structures, embedded operations, and structured multi‑vehicle reporting.

3. Quotes, Estimates & Pricing

3.1 Retail

Estimates are provided via photo or video submission.
These are converted into a confirmed quote following a physical inspection at the time of the appointment, before any repair begins.
Work only proceeds after the customer approves the confirmed quote.
Prices exclude VAT unless otherwise stated.

3.2 B2B

Pricing is agreed formally in writing via contract or SLA.
Structures may include per‑panel, volume‑based, or blended pricing.
Any additional or out‑of‑scope work requires prior approval.

4. Booking, Access & Cancellations

4.1 Retail – Call‑Outs, Access & Cancellations

A minimum 24‑hour cancellation notice is required.
If the vehicle is not present, inaccessible, or the customer is unavailable at the agreed appointment time:
Axiom PDR Services will charge a Call‑Out Fee to cover travel and lost appointment time.
The Call‑Out Fee is:
- Fully deducted from the repair invoice if the repair is completed.
- Payable in full for no‑shows, preventable access issues, or declined repairs on arrival.

4.2 B2B

Client must provide access to vehicles, keys, and safe working areas.
Operational disruptions impacting throughput may be chargeable per SLA.

5. Standards, Warranty & Limitations

5.1 Service Standards

All work is performed using recognised PDR techniques by Axiom technicians or approved contracted technicians.

5.2 Retail Warranty

Repairs are guaranteed for the lifetime of the vehicle against the same dent reappearing, provided:

No further damage occurs in the area.
No filler, repainting, or bodyshop work is carried out afterwards.

5.3 B2B Warranty

Acceptance criteria and tolerances are defined within the SLA.
Vehicles should be inspected by the Client after repair completion.

5.4 Limitations

Repairs cannot be guaranteed where:

Paint is cracked, split, previously repaired, or heavily stretched.
Access is obstructed by bracing, double skins, or structural components.
Metal is severely distorted beyond cold repair tolerance.

6. Payment Terms

6.1 Retail

Payment is due on completion unless otherwise agreed.
Accepted methods: card, bank transfer, approved finance.

6.2 B2B

Payment terms defined by contract (typically 30 days EOM).
Weekly or monthly itemised invoicing available.
Late payments may incur statutory interest.

7. Client Responsibilities

7.1 Retail

Provide safe and clear access to the vehicle.
Remove personal belongings if required.
Disclose prior paintwork or repairs.

7.2 B2B

Provide safe workspaces, access to keys, and vehicle flow suitable for SLA targets.
Report any quality concerns within 48 hours.

8. Liability

Axiom PDR Services carries full insurance for:

Public liability
Professional services
Technician negligence
Vehicle movement

Axiom PDR Services is not liable for:

Pre‑existing, hidden, or unrelated mechanical/electrical issues
Damage caused by prior paint/filler repairs
Failures due to previous poor bodywork

Liability is limited to the value of the service unless otherwise contractually stated.

9. Technician Conduct & Safety

All technicians follow strict Health & Safety standards.
Only employed or skills‑tested contracted technicians are used for B2B volume operations.
Unsafe working conditions may result in work suspension until resolved.

10. Data Protection

Customer data is handled in accordance with UK GDPR.
Data is used solely for service delivery, administration, and legal compliance.
Data is not shared with third parties except where required.

11. SLA, Reporting & Communication (B2B Only)

SLAs define throughput, repair quality levels, and performance expectations.
Reporting may include throughput data, quality audits, and KPI tracking.
Review meetings available as per agreement.

12. Disputes

Retail: Issues must be raised within 48 hours of repair.
B2B: Follow escalation procedures defined in the SLA.
If unresolved, disputes may proceed to mediation, arbitration, or small‑claims depending on the relationship type.

13. Termination

Retail: May cancel prior to work beginning (subject to notice and call‑out rules).
B2B: Notice period defined in contract (typically 30–90 days).
Axiom PDR Services may terminate immediately for unsafe conditions, persistent late payment, or severe SLA breaches.