Service terms & conditions

Bookings and availability

Normal operations are 7:00am to 6:00pm Monday to Saturday. Obsidian operates a 24-hour contact and call-out service subject to staff, vehicle, parts, weather, traffic and safety. Sundays are call-out only. Arrival and completion times are estimates unless expressly guaranteed in writing.

Prices and diagnostics

Current rates are those agreed when the booking is accepted. Diagnostic investigation is charged at £50 for the first hour and £45 for each additional hour. At our discretion, diagnostic charges may be waived or reduced where the resulting repair work is undertaken by Obsidian. Parts, materials, mileage, recovery, transport, storage and additional labour are charged separately where applicable.

Estimates and additional work

Estimates are based on the information and condition reasonably available at the time and are not fixed quotations unless expressly described as fixed. We will seek approval before additional work. Where immediate action is reasonably necessary to prevent danger or further damage and the customer cannot reasonably be contacted, we may take proportionate protective action and charge a reasonable amount for it.

Parts

Advance payment may be required for ordered parts. Manufacturer warranties apply to parts we supply. Customer-supplied parts are used only at our discretion and are not warranted by Obsidian. The customer remains responsible for the suitability, provenance and condition of customer-supplied parts. Special-order or personalised parts may not be refundable unless faulty or cancellation rights require otherwise.

Payment

We accept card payment, bank transfer, cash, online card payment where available and Direct Debit for eligible memberships. Payment is due immediately on completion and before release or return of the motorcycle unless we approve written seven-day invoice terms. We may retain the motorcycle where the law permits until undisputed amounts due for work on it are paid.

Cancellation and missed appointments

Planned appointments may be cancelled without charge by emailing info@obsidianmotorcycles.com at least 24 hours before the appointment. A £20 charge may apply to same-day cancellations or non-attendance, plus the cost of non-returnable parts or unavoidable expenses already authorised. We may waive charges for exceptional circumstances.

Consumer cancellation rights

Where a consumer contract is made online, by telephone or away from our business premises, the customer may have a statutory 14-day cancellation right. To receive services during that period, the customer must expressly request early performance. If the customer then cancels, a proportionate charge may be payable for services supplied up to cancellation. The right may end once a requested service has been fully performed with the customer’s prior acknowledgement. Urgent repairs or maintenance specifically requested at the customer’s home may be subject to statutory exceptions, while additional work or goods may retain separate rights.

I expressly request that Obsidian Motorcycles Ltd begins the service before the end of my 14-day cancellation period. I understand that I may have to pay for work completed if I later cancel and that my cancellation right may end once the service is fully performed.

Customer responsibilities

The customer must provide accurate motorcycle, fault, ownership, access and location information; remove or declare valuables; disclose known hazards or modifications; provide keys and security details where needed; and ensure they have authority to instruct the work. Customers under 18 must contract through a parent or guardian.

Safety and refusal of service

We may refuse, postpone or stop work where the location, motorcycle, traffic, weather or behaviour creates an unreasonable risk; where the work is beyond our equipment or competence; where information is misleading; or where a customer is abusive, threatening or intoxicated. Charges may remain due for work, travel and parts already reasonably supplied.

Breakdown and recovery

Call-out attendance does not guarantee roadside repair. The customer authorises assessment and, where agreed, recovery. We may request proof that the customer owns the motorcycle or has authority from the owner or registered keeper. Recovery times and destinations are subject to access, safety, vehicle capacity and availability.

If a destination refuses delivery or nobody is available, we will seek instructions. Additional transport, waiting and secure third-party storage costs may be charged at the rate notified at the time. No daily storage charge will be imposed without telling the customer the applicable rate before storage begins, unless emergency safeguarding makes prior notice impracticable.

Loose accessories, luggage and personal belongings should be removed. Items declared and specifically accepted will be handled with reasonable care; undeclared items are carried at the customer’s risk except where liability cannot legally be excluded.

Transport condition record

We may photograph the motorcycle before, during and after loading to record condition, secure loading and delivery. Existing damage should be identified before transport. The customer must report alleged transport damage promptly and allow reasonable inspection.

Workmanship and warranties

We will perform services with reasonable care and skill. Workmanship concerns must be reported promptly and we must be given a reasonable opportunity to inspect and, where appropriate, repeat or correct the service. Warranties do not cover unrelated or pre-existing faults, normal wear, misuse, competition use, unauthorised alterations or defects in customer-supplied parts. Statutory rights are unaffected.

Events beyond our control

We are not responsible for delay or failure caused by events beyond our reasonable control, including severe weather, unsafe roads, traffic incidents, emergency-service restrictions, illness, equipment failure or unavailable parts. We will take reasonable steps to minimise disruption and contact the customer.

Complaints and cancellation contact

Email info@obsidianmotorcycles.com. We aim to acknowledge complaints within five working days and provide a final response within 14 working days.

Model cancellation wording

To cancel where a statutory or contractual right applies, email: “I give notice that I cancel my contract for the following service”, followed by the service, booking date, customer name, address, telephone number and the date sent.