Plans change. This page sets out our terms in two parts — installation bookings (trackers, immobilisers, CarPlay, dash cameras) and concierge bookings (secure vehicle storage, chauffeur services, and vehicle collection and return).
Last updated: September 2026
We know a diary rarely stays still. If you need to move or cancel, we'll always try to make it easy. This page is in two parts, because the two sides of what we do work differently:
Where the two sets of terms differ, the section covering your booking is the one that applies.
This section applies to fitting appointments at your address or at our West London workshop — trackers, immobilisers, CarPlay and Android Auto, dash cameras and similar installation work. It does not apply to concierge bookings.
Please note: for installation bookings, cancellations made 24 hours or less before your appointment — or a missed appointment — may not be refundable, as we reserve a specialist and travel time for you. Give us more than 48 hours' notice and any deposit is refunded in full or moved to your new date. Concierge bookings are not covered by this notice window — see Concierge bookings below.
Contact us as soon as you know your plans have changed. The fastest ways are:
Please include your booking reference or the mobile number you booked with so we can find you straight away.
Where a deposit was taken to secure your installation, it's deducted from your final balance on the day. With reasonable notice it's fully refundable or transferable to a rescheduled booking. Refunds are returned to your original payment method, normally within 5–10 working days.
Occasionally we may have to move your appointment — for example if a part is delayed or an installer is unwell. If that happens we'll contact you as early as possible, offer the next available slot at your convenience, and never charge you for a change we've made. Any deposit is protected in full.
Once an installation has started or a bespoke or special-order part has been fitted or ordered specifically for your vehicle, that work and those parts are chargeable even if the remaining appointment is cut short. We'll always explain any costs clearly before proceeding.
This section applies to our concierge services — secure vehicle storage, chauffeur services, and vehicle collection and return. The installation notice periods above do not apply to these bookings. What you owe, and what we can keep if you cancel, depends on the written quote and booking confirmation we send you before you pay.
Initial enquiries and indicative quotations are free. A quotation on its own does not reserve a driver, a transporter or a storage space — nothing is held for you until the booking is confirmed.
Before we take any payment, we will confirm to you in writing:
A booking is confirmed when we accept it in writing and we have received the payment required for that booking. We may use appropriately qualified drivers, transport providers and storage partners to carry out the work, and we remain your point of contact throughout.
Some requests need substantial research or planning before the main service can be quoted at all. Where that is the case we may offer a separately priced planning service. We will explain its scope and price and get your agreement before we start. We will not add a planning charge to an ordinary free enquiry without your agreement.
Not every concierge booking is a 20% deposit booking. Your written quote and booking confirmation will state which of the following two arrangements applies to you:
Neither a deposit nor a full upfront payment is automatically non-refundable. How much we may retain if you cancel is governed by Changes, cancellation and refunds below, together with any statutory rights that apply to your booking.
Every storage location we use is secured and has CCTV. Depending on availability and what you have booked, your vehicle may be stored indoors or outdoors — your booking confirmation states which type of space has been allocated to you, along with the storage dates, the price, and any additional services included. We will not substitute outdoor storage for a confirmed indoor booking without your agreement.
Climate control, battery conditioning, regular vehicle checks and live monitoring are additional services. We only provide them where your confirmed booking says they are included.
Before handover we will ask you for accurate vehicle dimensions and for details of any roof equipment, faults, leaks or special handling requirements, so the right space and equipment can be allocated. Please remove valuables from the vehicle before you hand it over. Where practical we record visible vehicle condition, mileage and fuel or charge level at handover and at release.
Your vehicle may be moved within the facility where that is reasonably necessary for safe storage and access. We will agree any chargeable maintenance or repairs with you before starting them, except where immediate reasonable action is necessary to protect your vehicle or other people and property.
Collection and return are included only if your quote says so. Storage extensions depend on availability; we will explain and agree the additional rate with you before extending the booking.
Your booking confirmation states whether the chauffeur will drive your own vehicle or a vehicle supplied by us. It also sets out the itinerary, the pickup time, the hours or mileage included, and any agreed rates for waiting time, overtime or extra journeys.
When you book we will ask about passenger numbers, luggage, accessibility needs and child-seat requirements so the right vehicle and equipment are arranged.
Where you supply the vehicle, please tell us about any relevant faults or restrictions, and provide a roadworthy vehicle that can lawfully be used for the journey. We will confirm the applicable driver and vehicle insurance arrangements with you before the service begins.
Changes to an itinerary are subject to availability and may affect the price. Where it is reasonably possible to do so, we will explain any additional charges before carrying out the changed service. A driver may decline any instruction that would be unsafe or unlawful.
Your booking confirmation states whether the vehicle will be driven, carried on an open transporter or carried in enclosed transport, together with the collection and return locations, the agreed time windows, who is authorised to hand the vehicle over and receive it, and the price.
You need to provide keys and any access instructions. A vehicle that is going to be driven must be roadworthy and have enough fuel or charge for the journey. Please tell us about faults, warning lights, immobilisers and any unusual controls before we collect.
Where practical we record visible condition and mileage at collection and again at return. Your quote states whether tolls, parking, congestion charges and waiting time are included. Where it is reasonably possible to do so, we will explain and agree any additional charges for changes or extra journeys before they are incurred.
We will confirm the insurance arrangements relevant to your particular booking — driving, transport or storage — before your vehicle is handed over, including any limits or excesses that apply. We avoid blanket claims about cover, because the arrangements differ between bookings and providers; ask us and we will set out in writing what applies to yours.
If there is an incident while your vehicle is in our care, we will contact you as soon as reasonably possible and explain the next steps. If you have any concern about a service, please tell us promptly so we can investigate it properly.
Nothing in this policy is intended to exclude or limit our liability, or to reduce your statutory rights, where it would be unlawful to do so.
You can request a change or a cancellation by calling or messaging 07468 844431, or by emailing info@acrautomobile.com. A new date is subject to availability and may change the price.
If you cancel, we may retain from your deposit or full upfront payment only a reasonable amount covering services we have already provided and losses directly caused by the cancellation — for example committed driver time, or storage capacity that cannot reasonably be recovered or reallocated. We will take reasonable steps to reduce our loss, we will not charge you twice for the same loss, we will explain any deduction, and we will refund the remainder.
If we cancel, or we cannot provide the service we agreed, we will tell you as soon as reasonably possible and offer an alternative where one is available. If the alternative is not suitable for you, we will refund payment for services not provided.
Any statutory cancellation right that applies to your booking takes priority over this policy.
Nothing on this page affects your legal rights under UK consumer law, including any right to cancel within a cooling-off period for services arranged at a distance or off-premises. If a cooling-off right applies to your booking we'll tell you when you book.
Not sure where you stand? Just ask — we're happy to help. Call 07468 844431 or email info@acrautomobile.com and we'll talk it through.