Refund & Service Policy

1. Service Payment Policy

Auto repair services require payment upon completion of work unless other arrangements have been made in advance. We accept cash, check, and all major credit cards. For customers with established accounts and fleet programs, payment terms may be arranged subject to credit approval.

2. Estimates and Approval

We provide written estimates for all repair work over $100. The estimate includes parts and labor based on our initial inspection. If additional work is needed once repairs begin, we will contact you for approval before proceeding. You will not be charged for work you have not authorized.

3. Refund Eligibility

Due to the nature of automotive repair services, refunds are handled on a case-by-case basis. Generally, refunds may be considered in the following circumstances:

• Overcharging discovered after payment (price adjustment will be made)
• Duplicate billing for the same service
• Service cancellation prior to commencement of work (deposit may be refundable)
• Documented quality issues that we are unable to correct through rework

4. Workmanship Warranty

We stand behind our workmanship with the following warranty coverage:

• Paint Work: 2-year warranty against peeling, flaking, or adhesion failure under normal conditions
• Body Work: 1-year warranty on all body repair and panel replacement work
• Mechanical Repairs: 12-month or 12,000-mile warranty (whichever comes first)
• Parts: Warranty follows manufacturer's warranty on OEM parts; 90-day warranty on aftermarket parts

5. Warranty Claims Process

If you experience an issue covered by our warranty, follow these steps:

• Contact us immediately to describe the issue
• Bring your vehicle back to our shop for inspection
• We will assess whether the issue is covered under warranty
• Warranty work will be completed at no charge if the issue is related to our original repair

6. What Is Not Covered

Our warranty does not cover:

• Damage resulting from accidents, collisions, or misuse after our repair is complete
• Normal wear and tear including scratches, dings, and paint fading from sun exposure
• Damage from improper maintenance, lack of care, or third-party repairs
• Rust or corrosion that develops after repair due to environmental factors
• Pre-existing conditions that were not part of our original repair scope

7. Parts Returns

OEM parts ordered specifically for your vehicle cannot be returned to the parts supplier once delivered. If a part is defective, we will coordinate a replacement at no charge. Aftermarket parts may be returned within 30 days of purchase if unused and in original packaging.

8. Dispute Resolution

If you have concerns about the quality of our work or believe a refund is warranted, please follow this process:

• First, discuss your concerns with our service manager directly
• We will investigate and provide a response within 5 business days
• If unresolved, a senior manager will review the case
• We strive to find a fair resolution that satisfies our customers while remaining fair to our business

9. Insurance Claims

For repairs covered by insurance, payment is handled directly between Charles Smith Auto Repair and your insurance company. We coordinate with all major insurance carriers and handle the billing process for you. Any deductible or supplement amount you are responsible for follows standard insurance policy terms.

10. Cancellation Policy

We understand that schedules change. To be fair to all customers waiting for appointments:

• Cancellations with at least 24 hours notice: No charge, deposit fully refundable
• Cancellations with less than 24 hours notice: May forfeit deposit or be charged a $50 scheduling fee
• Repeated no-shows: May require prepayment for future appointments

11. Limitation of Liability

Our total liability for any claim shall not exceed the amount paid for the specific services rendered. We are not responsible for incidental damages, loss of use of your vehicle, towing fees, rental car costs, or other consequential damages unless directly caused by our negligence.

12. Contact Us About Refunds

To request a refund review or discuss billing concerns, please contact us:

• Phone: (210) 658-5412
• Address: 119 West Lindbergh Boulevard, Universal City, TX 78148
• Email: info@lancasterumpires.com
• Hours: Monday-Friday 7AM-6PM, Saturday 8AM-2PM

Last Updated: February 2025