Terms & Conditions

VAG CLUB LTD  |  Company No. 10522010  |  Registered office: 167-169 Great Portland Street, Fifth Floor, London, W1W 5PF
Last updated: 24 July 2026

Welcome to VAG CLUB. We provide a comprehensive range of automotive solutions, including but not limited to vehicle security systems, electronic upgrades, retrofits, software configurations, diagnostic tuning, and associated automotive services.

Depending on your vehicle and the specific service requested, we may deliver our services in person via our mobile network, remotely via digital links, or at a designated physical workshop or service facility. The exact delivery method, location, and scope of work for your job will be clearly outlined in your individual booking confirmation.

Please read these terms before booking. When you confirm an appointment, pay a booking deposit, or instruct us to begin work, you enter into a legally binding agreement with us based on the straightforward rules below.

1. Booking Deposits, Payments, and Spread-The-Cost Options

• 1.1 Booking Deposits: We may require a deposit to reserve your installation date and allocate specific hardware or software components (“the Booking Deposit”). The Booking Deposit acts as a part-payment towards your total bill.
  • (a) Consumer Bookings (B2C): If you cancel outside of your statutory 14-day cancellation window, the Booking Deposit is non-refundable, except that we will refund any portion of the deposit that exceeds the genuine administrative costs, allocated technician slots, and non-returnable supplier charges we have already directly incurred.
  • (b) Trade & Dealership Bookings (B2B): All Booking Deposits are strictly non-refundable upon cancellation by a commercial client.
• 1.2 Settling Your Balance: Private clients can pay their remaining balance via bank transfer, cash, or any authorised credit/debit card processing method we provide (including chip-and-pin terminals or secure digital payment links). All balances must be paid in full as soon as our services are complete, before our technician hands back your keys.
• 1.3 Trade and Dealership Accounts: For car dealerships and trade clients, invoices are due strictly on receipt or prior to completion, unless we have formally agreed trade credit terms with you in writing.
• 1.4 Split-Payment Options: If you choose to split the cost of your upgrade using a “buy now, pay later” option on our website, your payment agreement is directly with that third-party provider. If a payment issue or an unauthorised dispute arises after our hardware has been fitted to your car, you remain directly liable to us for the outstanding balance.
• 1.5 Trade Credit & Late Payment: Where we have agreed trade credit terms with a Trade Client in writing, invoices are payable within 7 days of the invoice date (Net 7). We reserve the right to charge statutory interest and reasonable recovery costs on overdue trade accounts under the Late Payment of Commercial Debts (Interest) Act 1998 (currently 8% above the Bank of England base rate).
• 1.6 Trade Client Authority: Where a Trade Client books work on a vehicle they do not personally own, they confirm they have the owner's or registered keeper's full permission for that work, and they agree to cover us against any third-party claim arising from a lack of that permission.

2. Your 14-Day Right to Cancel (Distance Bookings)

• 2.1 Your Right to Cancel: Because most bookings are made online, over the phone, or via WhatsApp, the Consumer Contracts Regulations 2013 give private consumers a 14-day cooling-off period to cancel an order, starting the day after the booking is confirmed.
• 2.2 Asking Us to Start Early: If your appointment falls inside this 14-day window and you ask us to begin work sooner, we will require you to expressly request an early start (you can do this in writing or by signing our Technical Disclaimer & Sign-Off Form). By making that request, you acknowledge the following:
  • (a) Once our work is fully complete, you lose your right to cancel and the full price becomes payable.
  • (b) If you exercise your right to cancel after work has begun but before it is fully completed, you must pay us for the services and hardware installations actually performed up to the moment of cancellation, calculated in strict proportion to the full contract price. You will not be charged for standard inventory items that have merely been allocated but not yet fitted. However, you will be fully liable for the cost of any digital software licenses or bespoke, vehicle-specific components that were permanently activated or modified for your vehicle during that time.
• 2.3 If You Have Not Requested an Early Start: If you have not asked us to begin within the 14-day period, you may cancel at any time during the cooling-off period for a full refund, provided no work has commenced.

3. Logistics & Cancellation Charges

• 3.1 On-Site Mobile Requirements: Where services are performed via our mobile network, you must provide:
  • (a) A safe, legal, and clear workspace right next to the vehicle (such as a private driveway or safe off-road bay);
  • (b) A valid parking permit or visitor voucher if your road has parking restrictions; and
  • (c) Your keys, clear access to the car, and a healthy, fully charged vehicle battery.
• 3.2 Parking Tickets and Fines: Our mobile pricing includes routine travel, Congestion Charges, and ULEZ fees. However, we cannot accept responsibility for parking tickets or fines if you direct us to park in an unsafe or restricted space. Any such fines will be passed back to you.
• 3.3 Bad Weather: If it rains, our mobile team may use specialised vehicle covers and mobile tents to keep working. However, if extreme weather makes it unsafe to work on your car's electronics on your driveway, we will either move the car to a safe undercover location nearby or reschedule your job for the next available dry slot.
• 3.4 Late Cancellation Charges: You can change or cancel your appointment slot completely free of charge by giving us at least 48 hours' written notice. If you cancel or reschedule with less than 48 hours' notice for reasons within your control (such as missing a workshop slot or not being home for a mobile visit), we reserve the right to charge a fixed cancellation fee of £75. This fee represents a genuine pre-estimate of our lost operational overheads, unrecoverable technician downtime, administrative disruption, and the lost opportunity to book another client into that specific time slot.
• 3.5 Abortive Visits: If our technician arrives at the agreed location ready to work but cannot carry out the job for reasons outside our control — for example, no safe access to the vehicle, no keys, a flat battery, or the workspace is not as agreed — the visit is treated as abortive. In that case the booking deposit is retained and a fixed abortive call-out fee of £95 becomes payable, reflecting the technician's time, travel into and around London, and the lost slot. This is separate from the late-cancellation charge in clause 3.4, and only one of the two will apply to the same booking.

4. Ownership of Parts & Hardware Recovery

• 4.1 Ownership of Parts: All physical parts, software kits, retrofits, and upgrades supplied by VAG CLUB LTD remain our legal property until your invoice has been paid in full and the funds have cleared in our bank account.
• 4.2 Getting Our Property Back (If Payment Fails): We will always work with you to resolve any billing errors or reversed payments directly and amicably. However, if a payment permanently fails, is cancelled, or is reversed after an installation is complete, and you do not work with us to find a solution, you hereby grant our technicians and authorised agents an irrevocable contractual licence to enter onto your driveway or open land during standard working hours (08:00 to 18:00) for the sole purpose of safely disconnecting and reclaiming our hardware. We covenant to execute this recovery using reasonable care without causing damage to your vehicle. This right does not permit forceful entry into residential dwellings.
• 4.3 Recovery from Trade Premises: Where unpaid hardware is fitted to a vehicle held at a Trade Client's dealership, forecourt, compound, or other premises, the licence in clause 4.2 extends to those premises during standard business hours, so we can recover our property in the same way.

5. Software Configurations, Tuning and Dealer Service Resets

• 5.1 Safe Software & Coding Tools: We use reputable, professional diagnostic software and official systems to execute software modifications and feature activations safely. Where you instruct us to perform custom software modifications or performance tuning (such as engine remapping), you acknowledge that these changes alter factory parameters and are undertaken at your explicit request as outlined in your booking confirmation.
• 5.2 Main Dealer Software Wipes: Car manufacturers sometimes run automated software updates or factory resets during dealer servicing or recall appointments. If a dealer wipes or resets the custom features set up on your vehicle, restoring them is not covered under our installation warranty. However, we will re-programme your vehicle at a fixed diagnostic fee of £50.00 plus mobile travel costs (where applicable), rather than charging the full original installation price.
• 5.3 Pre-Installation Checks: Before connecting programming hardware or making software changes, our technician may run a diagnostic scan of your vehicle. If that scan reveals pre-existing control module faults, unsafe previous wiring, or other issues that make it risky to proceed, we may pause or decline the installation. We will only do so on genuine technical or safety grounds, we will explain the reason, and we will show you the diagnostic readout. Where we cannot safely proceed through no fault of our own, clause 3.5 may apply; we will always talk through the options with you first.

6. Warranties and How They Work

• 6.1 Fitting Warranty: We provide a 12-month warranty on our physical installation workmanship from the day the work is completed.
• 6.2 Faulty Components & Warranty Framework:
  • (a) For Private Consumers (B2C): If a physical hardware component or upgrade kit we supply develops an inherent manufacturing fault within its product warranty period (or within your statutory windows under the Consumer Rights Act 2015), you are entitled to a repair or replacement. We will handle the warranty process with the brand and cover the necessary labour and mobile travel costs required to de-install, swap, and re-programme the faulty hardware unit at no extra charge to you. This does not apply to faults caused by customer misuse, third-party interference, or vehicle accident damage.
  • (b) For Trade & Dealership Clients (B2B): Our liability is limited strictly to passing through the benefit of the manufacturer's product hardware warranty. We explicitly exclude all liability for secondary labour costs, garage downtime, or mobile travel expenses required to physically remove or reinstall a faulty third-party component.
• 6.3 Extended & Subscription-Linked Schemes: Any optional extended or subscription-linked lifetime warranties purchased through us are governed by our Extended & Lifetime Warranty Terms, set out in Schedule 1 to these Terms. These schemes cover the replacement cost of the physical hardware asset itself and do not alter our standard mobile call-out rules or cover diagnostic travel logistics unless a direct installation fault is proven.
• 6.4 Third-Party Recommendations: If we introduce you to independent specialists for secondary services like vehicle wrapping, window tinting, or paint protection, those businesses are completely independent of VAG CLUB LTD. Your agreement is directly with them, and we are not responsible for their workmanship.

7. Limitation of Liability

• 7.1 Your Legal Rights: Nothing in these terms limits or excludes our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any breach of your statutory rights as a consumer under the Consumer Rights Act 2015 (including that our services will be carried out with reasonable care and skill, and that goods will be of satisfactory quality). Your statutory rights are fully protected.
• 7.2 Damage Caused by Us: If we cause damage to your vehicle through our negligence or failure to use reasonable care and skill, we will be responsible for putting that right, subject to your duty to notify us about the issue within a reasonable time. We hold comprehensive public liability and product liability insurance for this purpose.
• 7.3 Cap on Other Liability: For any other loss or dispute relating to our services that does not fall under Section 7.1 or 7.2, our total financial liability to you is limited strictly to the total price you paid for that specific booking. We are not liable for business losses, loss of profit, indirect or consequential losses, or alternative car hire expenses, except where the law requires otherwise.

8. Complaints

• 8.1 If something isn't right, please tell us first. Contact us at complaints@vagclub.co.uk with your name, vehicle registration, and a description of the issue. We will acknowledge your complaint within 2 working days. We aim to resolve complaints within 14 working days, and where a matter needs longer (for example, if we are waiting on a part or a manufacturer), we will keep you updated with a clear timeframe. We take pride in our work and will always try to put things right directly before any matter is escalated.

9. Governing Law

• 9.1 These terms are governed exclusively by the laws of England and Wales, and any legal matters will be handled exclusively in the courts of England and Wales.

Schedule 1 — Extended & Lifetime Warranty Terms

These terms apply automatically where a customer purchases an “Extended Warranty Upgrade” or selects a service with a “Subscription-Linked Lifetime Warranty”. They form part of, and should be read alongside, our Terms and Conditions of Supply above (see clause 6.3).

1. Scope of Coverage

• 1.1 Covered Components: This optional warranty extension covers mechanical or electronic manufacturing defects inherent to the hardware units supplied and installed by VAG CLUB LTD (e.g., tracking modules, immobiliser hardware, or retrofit integration kits).
• 1.2 Subscription Dependency (For Lifetime Plans): Where a service is sold with a “Lifetime Warranty,” this coverage is strictly conditional upon the vehicle maintaining an active, continuous, and uninterrupted paid data/software subscription with the relevant tracking or security platform network. If the subscription lapses or falls into arrears for more than fourteen (14) calendar days, the Lifetime Warranty is permanently voided, and protection reverts to our standard 12-month installation warranty.

2. The Distinction Between Hardware and Mobile Logistics

• 2.1 What Is Free: If a covered component is verified to have an inherent manufacturing defect during the extended warranty period, VAG CLUB LTD will supply a replacement hardware component and execute the internal programming completely free of charge.
• 2.2 The Call-Out / Diagnostic Fee: Our extended and lifetime warranties cover the hardware asset, not our mobile distribution network or fuel costs. To initiate an on-site mobile warranty inspection, a fixed Extended Warranty Call-Out Fee of £60.00 is payable upfront.
• 2.3 Call-Out Fee Waiver: If our technician attends the vehicle and discovers that the fault was caused directly by our installation workmanship or an inherent hardware component failure, the call-out fee will be fully refunded to you.
• 2.4 When the Fee is Retained: If the technician attends and discovers that the hardware is working perfectly, but has failed or triggered alerts due to a flat vehicle battery, a vehicle manufacturer firmware update, user error, or third-party auto-electrical tampering, the call-out fee will be retained by us to cover our operational travel costs.

3. Absolute Exclusions

This extended coverage does not protect against:

• (a) Physical damage, liquid ingress, or internal component corrosion caused by vehicle leaks, accidents, or consumer misuse.
• (b) Consumable internal items that are vulnerable to external operating environments, including secondary tracking fobs or internal back-up batteries (which naturally degrade over time depending on vehicle usage).
• (c) Any software wipes, module resets, or configuration over-writes executed by vehicle main dealers or third-party diagnostic shops during servicing or mechanical repairs (which remain governed by Clause 5.2 of our Terms and Conditions of Supply).
• (d) Secondary or consequential losses, including but not limited to insurance premium changes, vehicle rental costs, or loss of business earnings while the vehicle is awaiting a diagnostic appointment.