Terms & Conditions

Last updated: April 2026

1. About Us

These Terms and Conditions ("Terms") govern the supply of vehicle glass repair, replacement and recalibration services by AWG Windscreens & Glazing Ltd (referred to in these Terms as "AWG", "we", "us" or "our") to you, the customer (referred to as "you" or "your").

AWG Windscreens & Glazing Ltd is a limited company registered in England and Wales under company number 03569244. Our registered office and principal place of business is:

5 Shepherds Business Park, Norwich Road, Lenwade, Norwich, NR9 5SH

You can contact us on Freephone 0800 318 711, on our local line 01603 871272, or by email at info@awgwindscreens.co.uk.

2. Formation of the Contract

A binding contract between you and AWG is formed when we confirm your booking, whether by telephone, email, online form, or through your insurance company or its appointed representative. By confirming a booking, you accept these Terms in full.

Where a booking is made on behalf of another party (for example, by a fleet manager, insurer, or family member), the person making the booking warrants that they are authorised by the vehicle's registered keeper or operator to enter into this contract on their behalf.

We reserve the right to decline or cancel any booking where: (a) the vehicle or damage details provided to us are inaccurate or incomplete; (b) the vehicle is not roadworthy or presents a safety risk; (c) an insurance policy does not cover the work requested; (d) required parts are unavailable; or (e) our technician reasonably believes the work cannot be carried out safely and to a satisfactory standard.

3. Our Services

We provide the following services, as described on our website and confirmed at the point of booking:

• Windscreen chip repair
• Windscreen replacement
• Rear and side glass replacement
• Sunroof and panoramic roof repair and replacement
• Windscreen leak and seal repair
• Advanced Driver Assistance Systems (ADAS) camera calibration
• Glass remove and refit for bodywork repairs
• Van conversion glass fitting
• Plant and agricultural machinery glass
• Commercial van and fleet glass services

Services may be carried out at your chosen location (home, business, roadside) or at our branch. Any additional work identified after the appointment has started may require a new or revised quote before it can be carried out.

4. Chip Repair — Acknowledgement of Risk

By booking a chip repair, you acknowledge and accept that:

• The outcome of a chip repair cannot be guaranteed in advance. Factors including the age of the damage, existing micro-cracks not visible to the naked eye, temperature differentials, pre-existing stress in the glass, and the depth and shape of the original impact can all affect the outcome.
• If the windscreen cracks during or as a result of the repair process, AWG shall not be liable for the cost of a replacement windscreen, any ADAS recalibration required with a replacement, or any consequential costs such as vehicle downtime, alternative transport, or loss of use.
• Where a chip repair does not restore the glass to a satisfactory standard or results in a spreading crack, we will advise you of your options, which may include a full windscreen replacement at the price applicable to your vehicle at that time. Where you proceed with a replacement, any repair fee already paid will not be refunded but may be credited against the replacement where we agree to do so in writing.
• The purpose of a chip repair is to restore the structural integrity of the windscreen and prevent further spread of damage. It is not a cosmetic procedure. A small mark may remain visible after a successful repair, and this is not a defect.
• Our chip repair service is carried out to the relevant British Standard (BS AU 242b) and represents our good-faith attempt to restore the glass. A repair that complies with this standard is deemed a successful repair, notwithstanding any residual visible mark.

Where your insurance policy covers chip repair, a successful or unsuccessful attempt will both be treated as the insured event for the purposes of that policy.

5. Windscreen Replacement and Other Glass Services

In respect of full windscreen replacement, rear and side glass, sunroof repair, and remove and refit services, you acknowledge and accept that:

• Pre-existing damage: We exclude all liability for defects, damage or corrosion that existed before we began work, whether visible or not. You are responsible for identifying any pre-existing damage to your vehicle before work begins. Visible damage should be reported to our technician at the time of the appointment; failure to do so absolves AWG of any obligation to investigate later claims of such damage.
• Corrosion: We will not install new glass onto a frame or aperture that shows significant corrosion, as this would compromise the bond and the integrity of the fitting. Where corrosion is identified during the appointment, we will stop work, explain the options, and may charge for any work already undertaken.
• Glass breakage on removal or handling: Glass may crack or break during removal or handling through no fault of our technician. Where this occurs, we will offer you a replacement at the applicable price, with any excess or fee already paid credited against the replacement cost at our discretion.
• Broken glass fragments: Where an existing windscreen, rear screen or other glass has shattered, small glass particles may enter vehicle mechanisms including doors, tailgates, air vents, heating systems, electric window tracks and boot mechanisms. AWG cannot guarantee the complete removal of all such fragments and accepts no liability for subsequent faults, noises or damage resulting from residual fragments.
• Paintwork: AWG accepts no liability for damage to vehicle paintwork where the original paint or lacquer has not been applied or finished to manufacturer or British Standard specification, or where damage to paintwork has been caused by third-party adhesives, films, wraps or tints applied after the vehicle left the manufacturer.
• Trims, clips and aftermarket fittings: Some vehicle trims, mouldings, clips and sensors are designed to be single-use and may require replacement as part of the glass fitting process. Where such parts are not supplied by us, we reserve the right to quote and charge separately for them.

6. ADAS Camera Calibration — Critical Safety Notice

Many modern vehicles are fitted with Advanced Driver Assistance Systems ("ADAS") including lane departure warning, autonomous emergency braking, adaptive cruise control, traffic sign recognition and similar features. After a windscreen replacement or refit, these systems must be recalibrated.

In respect of ADAS calibration:

• For dynamic calibration, the vehicle must be roadworthy: valid MOT, tyres within legal tread depth, correct tyre pressures, functioning brakes, no dashboard fault lights, and clean windscreen sensors. Where a vehicle is not roadworthy, we reserve the right to refuse calibration at our sole discretion.
• Some vehicles cannot be calibrated on our equipment and may need to be taken to a main dealer or manufacturer-approved facility. Where this applies, we will advise you and you will be responsible for arranging and paying for that calibration.
• ADAS warning lights may reactivate after we leave, as a result of subsequent events such as kerbing, tyre-pressure changes, collisions, physical contact with the camera housing, or unrelated vehicle faults. Such reactivation does not of itself indicate that our calibration was unsuccessful.
• We exclude all liability for: (a) use of the vehicle before calibration is complete; (b) any calibration carried out by a third party after our work; (c) any consequence arising from a customer's failure to follow the ADAS warnings set out in these Terms and explained to you at the appointment.

7. Pricing and Payment

All prices are quoted in pounds sterling (GBP) and, where VAT is applicable, are quoted inclusive of VAT at the prevailing rate unless expressly stated otherwise. Quotes are valid for 14 days from the date of issue unless confirmed earlier by booking.

Where the actual parts, glass or work required differ from the assumptions used to prepare your quote (for example, where the correct glass for your vehicle is a different specification to the one quoted, or where additional corrosion treatment is required), we reserve the right to adjust the price and will notify you before carrying out the additional work.

Private customers are required to pay in full on completion of the work unless otherwise agreed in writing. We accept Visa, Mastercard, Apple Pay, Google Pay, cash and BACS transfer. We do not accept American Express or personal cheques.

Insurance customers are required to pay any policy excess directly to AWG on completion, with the balance of the cost recovered by us from the insurer under the policy. Where an insurer subsequently declines a claim for any reason, including the provision of inaccurate information by the customer, you remain liable for the full cost of the work and any reasonable recovery costs.

Trade and fleet accounts are subject to separate agreed payment terms (typically 30 days net) set out in a written fleet agreement.

8. Our Guarantee

We guarantee our workmanship on windscreen replacements and glass fittings for as long as you own the vehicle, subject to the exclusions in clause 9 below and to the following conditions:

• The guarantee covers defects in our fitting workmanship only. It does not cover defects in the glass itself, which are covered by the glass manufacturer's own warranty (typically 12 months).
• The guarantee applies only to work carried out by AWG. Any subsequent work carried out by a third party on the same glass voids our guarantee in respect of that glass.
• To claim under the guarantee, you must contact us promptly on discovery of the defect and make the vehicle available for our inspection. We will inspect the work before agreeing any remedy.
• Our liability under the guarantee is limited to refitting the original glass or, where refitting is not possible or appropriate, providing a like-for-like replacement at no cost to you. Like-for-like means equivalent glass type, quality and features (including heating elements, rain sensors, tinting and acoustic layers). It excludes decals, stickers and artwork not fitted by us.

9. Limits of Our Liability

Nothing in these Terms excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession); (d) any matter for which it would be unlawful to exclude or limit liability.

Subject to the paragraph above, our total liability to you arising under or in connection with any contract for our services, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall be limited to the price paid for the work in question or, where greater, the reasonable cost of rectifying the defect. This limit of liability does not apply to our obligations under clause 8 (Our Guarantee).

We shall have no liability to you for any: (a) loss of profit; (b) loss of revenue or income; (c) loss of business or business opportunity; (d) loss of use of the vehicle; (e) loss of goodwill; (f) wasted management or staff time; (g) alternative transport or hire vehicle costs; (h) indirect, special or consequential loss of any kind, arising out of or in connection with the services we provide.

We are not responsible for any damage to, or loss of, personal items, valuables, tools, documents, aftermarket equipment (including dashcams, sat-navs, phone mounts) or any other property left in or on the vehicle. You are responsible for removing any such items before we begin work.

10. Cancellation and Consumer Rights

If you are a consumer (not a business customer) and you book our services at a distance (for example by telephone or through our website), you have the right to cancel the contract within 14 calendar days of booking without giving a reason, subject to the following:

• The right to cancel ends once we have commenced the work with your express consent. Permitting our technician to remove the old glass, attend your address to begin work, or apply the first stage of a chip repair resin, shall be treated as express consent to commence work.
• To cancel before work has commenced, telephone us on 0800 318 711 or email info@awgwindscreens.co.uk. We will refund any payment made within 14 days of receiving your cancellation.
• Where we have ordered specialist or non-stock glass specifically for your vehicle, we may retain a reasonable amount from any refund to cover the cost of the part where it cannot be returned to the supplier, and any staff time already incurred.

This cancellation right does not affect your statutory rights under the Consumer Rights Act 2015 and related legislation.

11. Rescheduling and Missed Appointments

We operate a mobile service and ask that appointments are rescheduled with at least 24 hours' notice where possible. Where an appointment is missed or the vehicle is unavailable at the agreed location and time, or where access to the vehicle cannot be provided, we reserve the right to charge a reasonable call-out fee to cover the technician's time and travel.

We will use reasonable endeavours to attend at the agreed time but cannot guarantee specific arrival times. Delays may arise from preceding appointments, traffic, weather, or parts availability. We will keep you informed of any material delay.

12. Events Outside Our Control

We will not be liable for any failure or delay in performing our obligations under these Terms that is caused by events outside our reasonable control, including but not limited to: acts of God; severe weather; flood; fire; pandemic or epidemic; civil disturbance or terrorism; shortage of fuel, parts or materials; failure of utilities or telecommunications; industrial action by our own staff or others; traffic disruption; road closures; breakdown of equipment; or the default or delay of any supplier.

Where an event outside our control substantially delays the performance of a service, we will contact you to agree a new appointment or, at your option, cancel the booking and refund any payment made for services not yet delivered.

13. Personal Information and Data Protection

We process personal information about you in accordance with our Privacy Policy and applicable data protection law, including the UK GDPR and the Data Protection Act 2018. By entering into a contract with us you consent to our processing of your information as described in that Privacy Policy.

14. Complaints

We take complaints seriously and aim to resolve them quickly and fairly. If you are unhappy with any aspect of our service, please contact us as soon as possible:

• Telephone: 0800 318 711
• Email: info@awgwindscreens.co.uk
• Post: AWG Windscreens & Glazing Ltd, 5 Shepherds Business Park, Norwich Road, Lenwade, Norwich, NR9 5SH

We will acknowledge your complaint within 3 working days and aim to provide a substantive response within 14 working days. Where a complaint cannot be resolved within that timeframe, we will keep you informed of progress.

15. Variation

AWG reserves the right to amend these Terms at any time. The Terms in force at the time your booking is confirmed shall apply to the contract formed by that booking. We recommend you read these Terms in full each time you book.

16. General

• Severability: If any provision of these Terms is found by a court to be unlawful, void or unenforceable, that provision shall be severed from these Terms without affecting the validity of the remaining provisions.
• No waiver: A failure or delay by us to enforce any of these Terms does not amount to a waiver of our rights under them.
• Third-party rights: These Terms are binding on you and on AWG only. No third party may enforce any provision of these Terms under the Contracts (Rights of Third Parties) Act 1999.
• Entire agreement: These Terms, together with any written quote or confirmation we provide, constitute the entire agreement between you and AWG in relation to the services we provide.

17. Governing Law and Jurisdiction

These Terms and any contract formed under them are governed by and shall be construed in accordance with the laws of England and Wales. Any dispute or claim arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, save that customers resident in Scotland or Northern Ireland retain the right to bring proceedings in their local courts.