1. Before confirmation
Customers may withdraw an unconfirmed request. Workshops may withdraw an unaccepted quote. No service contract or Veturio charge arises at this stage.
2. After confirmation
The customer may cancel through the booking while the service has not started. Give as much notice as possible. The workshop may cancel only for a genuine operational, safety, legal or customer-related reason and should promptly explain the reason and propose a reasonable alternative where possible.
3. Rescheduling
Either party may propose a new available time. The appointment changes only after the other party accepts. Until then, the original confirmed time remains in place.
4. Deposits
A deposit, whether collected through an enabled Veturio checkout or directly by a workshop, must show its amount, purpose and cancellation/refund treatment before the customer commits. Any mandatory consumer right or rule on unfair terms overrides a conflicting platform or workshop term.
5. Once work starts
Cancellation after work begins requires agreement with the workshop. The customer may owe a fair amount for authorised labour, diagnostics, ordered parts or other costs already incurred. Unapproved additional work is not chargeable merely because it was proposed.
6. Refunds and disputes
Where a refund is due, the party that received the money must return it using the original or agreed method without undue delay. Veturio can record and assist with a refund status but cannot return money it never held. Keep communications, approvals, invoices and evidence in the booking record. Statutory remedies for defective or non-conforming services remain unaffected.