STANDARD TERMS & CONDITIONS

Payment Terms

These terms and conditions apply to all goods and services provided by Customhaus. These are subject to change at any time without notice. For some projects, slight variations or additional terms may apply. These will be included in your quote or estimate.

Payment Methods

Payments can be made in the following ways:

• Bank Transfer
• Debit or Credit Card

For payments made in person we have a card payment terminal on site.

For remote payments we’ll send you a secure link to make a payment through a secure online payment portal.

Scope of Work

When you accept a quote or estimate, you are agreeing to the work that has been selected.

During the course of the build if we find there is a need for additional works to ensure your build meets quality and safety standards we will get in touch to make recommendations. On agreement a new estimate will be raised for you to accept.

We strive to make all of our quotes and estimates as informative and accurate as possible but should there be an error we will make you aware of this as soon as possible. This may result in a change to build approach, recommendations, costs and time.

Our expert team are very careful modifying vehicles but due to the nature of the work to be carried out it is possible that some collateral damage may occur during the project. For example, some vehicle clips and fixings are designed to be single-use and others may just break when being removed. Similarly, sometimes removing or disconnecting parts or systems cause them to fail.

One of the most common types of collateral damage is damaged, poor quality or ageing paint peeling off. Many tasks will require areas of your vehicle to be masked using tape and, although we use specialist automotive masking tape, this still can pull off paint that is in poor condition.

When we assess your vehicle prior to the build we will endeavour to make you aware of the risks. However, should any such damage occur during the build we will contact you with any options to rectify this at an additional cost to you.

Vehicles are subject to a thorough check in process on drop off which includes taking photos. Prior to leaving our premises your vehicle will be quality checked which will be signed off by you on collection. We endeavour to provide photos of your project as the build progresses.

Deposits & Refunds

The deposit terms vary depending on the size and timeframe of your build. This will be a % up front with the rest payable at key stages of your build. This will be agreed with you when you accept a quote or estimate.

Once a deposit is paid parts and materials will be purchased and a booking slot secured.

By accepting the quote or estimate and paying a deposit you have entered into a contract. If you cancel the contract with us before the build starts or at any other stage of the build any monies paid will be subject to deductions for time and costs incurred plus parts, materials or third-party services already purchased for your project.

Please note that a significant amount of time and costs can be incurred before your van arrives on site. We also reserve the right to recover lost earnings as a result of being unable to fill your booking slot with another customer project.

Any refunds will be processed and returned using the original payment method within 7-10 working days.
If you cancel the project during the build and are unable to meet the agreed payment stage, your van may remain unfinished and it is your responsibility to make arrangements to collect your van.

Customhaus will not be responsible for any costs incurred transporting your van from our workshop should it not be fully roadworthy.

We are fair and transparent with our charges and do not charge an additional cancellation fee over and above the deductions mentioned above. We will only make reasonable deductions for reasons outlined above.

Title to Goods

All goods remain the property of Customhaus until all goods and services have been paid for in full. This includes those fitted to your vehicle. Final payment must be made when collecting your vehicle. As soon as the final payment has been received, title to all goods passes to you.

 

Drop-off and Collection Dates

As a part of the design process, we often discuss estimated dates. We will be having the same conversation with many customers simultaneously, as will our suppliers, so actual dates can only be booked once your order has been accepted, your deposit paid, and we have estimated delivery dates back from our suppliers. This will sometimes mean that we will need to book your vehicle in later than we initially discuss.

Should there be any delays on projects scheduled ahead of yours, or delays in goods or services promised by our suppliers, it may be necessary to change the start of your build. Even if we have confirmed your drop off date this may be subject to change at short notice.

Because of the bespoke nature of our builds and the fact we work with a range of van types, we may discover that parts ordered for your project are not suitable/need to be re ordered during your build, which may lead to an extended time on site and additional costs.

Customhaus will not be responsible for any delays which cause you to incur costs for example missed holidays or travel costs. We strongly recommend you do not make any important travel plans if you rely on your vehicle as transport. We cannot provide lifts, collections, drop offs or courtesy vehicles.

Vehicle Movements and Storage

We will need to drive your vehicle while it is in our care. This is usually limited to moving it in and out of our workshop, but can also extend to road tests or, in rare cases, transfer to one of our suppliers where some of the work may be carried out.

Our parking is very limited and vehicles take up a lot of space, so once we’ve completed your build we will ask you to collect our vehicle as soon as is reasonably possible.

If you cannot do so within seven days from the completion of your work we may need to store your van at a secure offsite storage facility, for which there will be an additional daily charge. We would discuss this with you when we arrange your collection date with you.

Build Costs

In addition to the products you select for your build, we also incur costs for essential parts and materials needed to complete your build to the required level of quality and safety. We factor these costs into your quote and where possible aim to itemise these. Examples include:
– Tape to mask areas for cutting
– Plastic sheeting to cover the inside and outside (one use only then the heatproof blankets cover the plastic)
– Sanding belts to sand the curves and file the cut edges
– Metal to metal panel bond to re-strengthen the window cut outs after cutting the panel out
– Cavity wax to apply after the anti-corrosion paint is applied (prevents internal corrosion)
– Supplier delivery charges
– Environmental charges to dispose of waste

Substitutions and Availability

While every effort is made to ensure that the items quoted and supplied match exactly, occasional substitutions are made by our suppliers where products are updated or superseded. We’ll also occasionally substitute equivalent items where those quoted are out of stock. Where the substitution is noticeable in some way, and either changes the look or functionality of the design, we’ll discuss this with you.

From time to time, items will be out of stock with our suppliers or their delivery to us may be held up. This may cause a delay in your build and we may need to select an alternative product. Lead times increase at short notice and during busy season can double. We will endeavour to keep you informed of any delays.

All dates agreed are estimates only. Every vehicle and their modifications are different so, by the nature of our work, we sometimes run behind due to unforeseen circumstances. We work hard to minimise any resulting delays but it is not always possible to completely eliminate them.

Very occasionally, our suppliers will change their prices without notice. In the event this happens we’ll always notify you as soon as we’re aware and offer the option to continue with the purchase of the item at the new price or to consider alternative products.

Guarantee

Customhaus guarantee workmanship for 12 months. Any defects should be reported to us within that period. Parts, appliances and roof systems are subject to manufacturers warranty terms & conditions. We use good quality genuine or aftermarket parts and work with recognised suppliers.
If you are a self-builder and have done work on your van after we have worked on it, or if you have used another supplier to carry out any work, we would need to assess whether or not any changes made have had a detrimental impact on the work done by our team before agreeing to any rectification work.

Roof & Replacement Canvas Orders

Measurements & Fitting

Pop Top Roof Canvas replacements measurements need to be measured accurately so the manufacturer can make the correct size. We recommend you bring your van to Customhaus to be measured by our team. Measurements are needed before we place the order and are subject to supplier lead times.

If you decide to use your own measurements this brings an element of risk and if the canvas does not fit following this then we’d need to order a new canvas replacement at an additional cost to you.

Warranty

The water resistance and durability of a roof canvas varies between supplier, so it’s important you select a product that best suits your needs and how you will use the van. Some may not be suitable for extreme weather conditions. We will discuss this with you when you make your choices.

Manufacturer warranties for roofs vary and all of the suppliers we use display these on their website. You will be subject to their warranty terms & conditions should you experience any defects with your roof system or canvas. As the fitter, Customhaus would be your first point of contact.

Roof Ariels

If you have a pop top roof fitted we may need to relocate your ariel depending where it’s located which can result in loss of signal strength. We may recommend fitting a DAB aftermarket screen ariel fitted which would be at an additional cost. We would discuss this with you during your build.

Changes to front seat layout

When changes are made to the front seat layout or swivels are fitted it could mean the airbag may need to be deactivated. It’s not always apparent at the start of the build that this may happen but if we discover this is an issue during the build we’ll let you know, and any rectification work would incur an additional cost.