Terms & Conditions

A contract will be binding between Hilton Ltd (t/a Hilton Coachworks) and the customer upon the booking of or arrival of the vehicle on site (whichever is first) for “accident repair”.

The Terms and Conditions and use of this website shall be governed by the laws of England and Wales. Any and all disputes arising therefrom shall be subject to the exclusive jurisdiction of the English courts.

1. Remumeration (Payment Terms of Service)

a. Payment Provisions
i. If you place an order or make a booking via a) phone; or b) internet; or c) in person, you warrant that you are legally capable of entering into a contract of sale and you are at least 18 years old and reside in the UK.

ii. Hilton Coachworks will provide details of the cost of the repair work required before the work is carried out. All work and costs, including additional work must be approved by the person or company paying for the repair prior to any work commencing. Any estimate given for such work will be valid for a period of 14 days and is subject to physical inspection of the vehicle and parts prices can be subject to change.

iii. All parts used will adhere to the manufacturers service schedule and warranty and will be of “original equipment” (OE) standard – ensuring all warranties are validated.

iv. All work, parts and services are subject to VAT as required by law (except MOTs).

v. Hilton Coachworks do not accept any liability for any damage or losses suffered by the Customer from the storage of its vehicle at the garage. Hilton Coachworks cannot be held responsible for deterioration of vehicles while in storage such as getting dirty if exposed to the elements, flat batteries, flat tyres, air suspensions dropping, electrical faults developing due to lack of use etc.

If the repair cannot be done within the estimated timespan due to circumstances beyond Hilton Coachworks’ control, an advisor will contact the customer and inform them accordingly – this may sometimes be due to parts not being delivered or available, or the work required may take longer to complete.

vi. Payment for all Goods and/or Services, repairs and/or spare parts supplied is due on completion of work. The goods and/or Services, repair is completed for the purpose of these terms and conditions when notice has been given that the vehicle is ready for collection. All Goods and/or Services shall remain the absolute and unencumbered property of Hilton Coachworks until such time as Hilton Coachworks has received cleared payment in full from the Customer/Insurer in respect of such Goods and/or Services. Cheques will not be accepted.

vii. The vehicle will then be available for collection or returned to the customer. Possession of the vehicle will NOT be passed back to the customer until a) payment has been received in full or b) a payment plan has been agreed. If payment is not made, the garage is entitled to charge reasonable storage costs detailed in 1f. All goods / parts fitted to vehicles remain the property of Hilton Coachworks Ltd until invoices are paid in full. Vehicles that remain on site for over 72 hours post completion or for any other reason without prior agreement in writing from a Director of Hilton Coachworks shall be liable for storage charges.

b. Cancellations
i. The customer has the right to cancel his/her repair at any time, as long as any of the agreed work to date has been paid for up to the point of cancellation. If work has not been started or in relation to insurance work the customer is found to be at fault or a false/fraudulent claim the customer will be liable for recovery, estimating costs and daily storage charges. It will be the customer’s responsibility to collect these costs from their insurance company. All work carried out for customers referred by accident management companies shall be invoiced to the customer and they will remain liable for all charges if not settled by the accident management company.

ii. The customer is also responsible to pay for any parts which are ordered at their request (special orders), should they decide not continue with the repair.

c. Storage and Total Losses
For the avoidance of doubt Hilton Coachworks do not provide free storage to customers/companies under any circumstances unless agreed in writing in advance by a director of Hilton Coachworks. It is the customers/owners/company’s responsibility to ensure vehicles are collected within 72 hours of when work is completed or Hilton Coachworks requests the vehicle is removed from site. (for example, due to total loss, customer not proceeding with work, insurance company moving to another garage, customer keeping vehicle salvage, hire / lease cars left on site etc).

i. After 3 months in storage, vehicles will be deemed as ‘abandoned’ and Hilton Coachworks reserve the right to start the process of disposal of the vehicle to recover any unpaid invoices/charges. While this takes place, the vehicle will be subject to a storage charge at £50.00 per day due to limited space. The vehicle owner will be liable for transport costs, administration fees, engineer’s reports, valuations etc. to assist in the disposal on the vehicle. The customer will be liable for any shortfall still outstanding after this process, any additional funds over the outstanding charges will be returned to the customer.

ii. In the unfortunate circumstance that the customers vehicle is deemed as a ‘write-off’, and the customer chooses to retain the salvage, the customer may be liable for some of the non-recoverable charges. This can include but is not limited to; Storage; Administration fees; Estimation fees; Recovery charges; Immobile vehicle movement fees. These charges are payable to Hilton Coachworks and to are detailed in paragraph 1f of these Terms and Conditions.

d. Personal Effects
Hilton Coachworks will not be responsible for any loss of valuable items left by the customer and are not connected to the vehicle or damage to such items. We advise all items are removed from the vehicle prior to coming Hilton Coachworks.

e. Replacement Vehicle
i. The insurance cover on a Hilton Coachworks courtesy car is not provided by Hilton Coachworks and should normally be covered on the customers insurance policy. In the event of a claim on the insurance, the customer will be liable to pay the excess value of £1000.

ii. It is the customers’ responsibility to ensure all drivers details are correct on courtesy car forms, mis spelt names, non-named drivers etc will lead to the driver being uninsured. Also, the customer must adhere to the terms and conditions of the said policy put in place by Hilton Coachworks.

iii. The customer will be responsible for any fuel used, parking fines or driving offences whilst the vehicle is in their custody.

iv. Should the customer decide not to go ahead with the work after a loan car has been provided Hilton Coachworks reserve the right to make an administration charge for the duration the vehicle is in the customer’s possession.

v. Vehicles are loaned to the customer for use inside the UK mainland only, any courtesy vehicle must not be removed from the UK.

vi. Replacement vehicles returned dirty will be subject to a valeting and administration charge. Vehicles must be returned with the same amount of fuel as when collected, if returned with less fuel customers will be subject to a charge of £3.00 per litre charge for fuel short and a £25.00 admin fee.

f. Standard Rate Charges
Storage £ 45.00 per day
Administration Fee £ 140.00
Estimation Fee £ 180.00
Immobile Vehicle Movement £ 110.00

2. Our Commitment to you

OMITTED – SEE About us

3. Events Beyond Our Control

Hilton Coachworks will not be liable for any damage or delay in the services provided if the reasons are down to “an act of God”, “industrial action such as strikes”, “government disputes” or factors to be deemed out of control of Hilton Coachworks.

a. Every Care will be taken whilst working on your vehicle to provide you with the highest standards of workmanship. Hilton Coachworks will not be responsible for any extra costs incurred due to breakages, whether that is mechanical or electrical or software related when the damage caused was unavoidable due to natural wear and tear or rust to the vehicle which was present but not always visible prior to the commencement of any work. We will not accept any responsibility for pre-existing damage or mechanical faults on vehicles. Mechanical faults due to wear and tear that may occur during our collection and delivery service remain the responsibility of the vehicle owner.

b. Hilton Coachworks will not be responsible or liable for any unforeseeable losses; losses that were not caused by Hilton Coachworks employees, agents or representatives’ negligence or for any business losses. This does not affect any claim that the customer may have for death or personal injury. Nothing in this condition will affect the customer’s statutory rights that the works are performed with due skill and care, that the goods supplied are of satisfactory quality and are fit for their purpose and that the products and services correspond with their description.

c. During the repair process wheels may be removed from the customers vehicle, these will be torqued to manufacturers settings once refitted. Hilton Coachworks require that all wheels be re torqued after 1 week or in less than 50 miles whichever is sooner. If these post repair checks are not carried out by Hilton Coachworks, we cannot accept any responsibility for loose or lost wheel nuts or any damages caused as a result of loose or lost wheel nuts. This is especially important when alloy wheels have been painted or refurbished.

4. Complaints

a. Filing a complaint
The customer must make the repairer aware of any faults or discrepancies with any services supplied within 30 days of the invoice date and all complaints must be made in writing and sent to info@hiltongroup.info.

b. Time Scale
i. Hilton Coachworks aim to respond to all complaints within 2 working days.

ii. Hilton Coachworks will endeavour to resolve all disputes amicably and professionally normally within 28 days. If the dispute should take longer, Hilton Coachworks will notify the customer accordingly.

c. Conclusion
Should the customer not be happy with the decision made by the company in any dispute or the process that has been followed in reaching a decision, they have the right to appeal to an independent body.

5. Anti-Money Laundering

Hilton Coachworks is committed to operating its business in a transparent and open manner consistent with our legal and regulatory obligations. We are aware that the automotive industry is a target for organised criminals seeking to launder the proceeds of criminal activity. We always seek to prevent this activity by cooperating fully with the authorities and reporting suspicious activity to the National Crime Agency.

As part of this commitment, we adopt a strict compliance of all applicable Anti-Money Laundering rules, with specific emphasis on the ‘Proceeds of Crime Act 2002’, ‘Money Laundering Regulations 2007’, ‘Bribery Act 2010’ and ‘Terrorism Act 2000’.

Hilton Coachworks’ commitment to this policy is applicable to all our customers, including manufacturers and dealer partners. As a result, we obtain and hold for a period of at least five (5) years evidence pertaining to our customers’ identity. We will be unable to proceed with any work on behalf of our customers if we are unable to obtain this information.

Hilton Coachworks is registered and supervised by HMRC for compliance with the Money Laundering Regulations 2007.

6. Health and Safety

Health & Safety laws will apply where applicable when each customer’s vehicle is repaired and/or serviced.



These Terms and Conditions are subject to change and updates from time to time. Last updated March 2021.