Customer Terms & Conditions

Our quotations are based on the vehicle and job information reasonably available when the quotation is prepared, including registration/VIN, vehicle specification, glass or component specification and information supplied by you.

Unless stated otherwise, quotations are valid for 30 days.

A quotation covers the work described in it. If we later discover something that materially changes the work required — such as incorrect vehicle information, hidden damage, corrosion, a different vehicle specification or additional technical requirements — we will explain this and obtain your authorisation before carrying out material additional chargeable work.

You must provide accurate information reasonably required for us to identify the vehicle and correct glass/component.

We may use vehicle registration or VIN information with specialist supplier systems to identify the appropriate vehicle specification and components.

If Horizon orders an incorrect component despite having been provided with accurate information, we will correct our error without charging you for the resulting wasted labour or reordering.

If incorrect or incomplete information supplied to us results in the wrong component being ordered or additional work being required, we will discuss any additional costs with you before proceeding.

Unless genuine/OEM-branded glass has specifically been requested and included in the quotation, Horizon may supply appropriate quality replacement glass that meets the required specification for the vehicle.

Genuine/OEM-branded glass can be requested and quoted separately, subject to availability.

We may agree to install glass, trims, mouldings or other components supplied by you.

You are responsible for ensuring customer-supplied components are correct, compatible and suitable for the vehicle.

Horizon cannot guarantee the quality, condition, compatibility or manufacturing integrity of a component we did not supply.

Our responsibility for the workmanship of our installation remains unaffected.

If an incorrect or defective customer-supplied component causes wasted labour, additional visits, removal/refitting or other additional work, reasonable additional costs may apply and will be discussed with you.

Horizon may request a deposit for certain work, particularly where expensive, unusual or special-order glass/components are required.

Any deposit requirement and amount will be explained before the relevant order is placed.

For ordinary bookings, we ask for at least 24 hours' notice if you need to cancel or rearrange.

Where Horizon has already incurred reasonable direct costs specifically for your booking — for example non-refundable special-order components, supplier restocking charges, return fees or collection costs — we may ask you to reimburse those costs where legally permitted.

We do not use cancellation charges as a penalty.

Where you have statutory cancellation rights, including rights that may apply to qualifying distance or off-premises contracts, those rights take priority over this ordinary booking policy.

Qualifying distance or off-premises service contracts may carry a statutory cancellation period. Different rules can apply where you expressly ask Horizon to begin providing the service during that period.

Nothing in this section limits any cancellation right you have under applicable consumer law.

For mobile work, please ensure the vehicle is available and accessible at the agreed location.

If we attend but cannot reasonably perform the work because the vehicle is unavailable, inaccessible, at an incorrect location, or another circumstance within your control prevents the agreed work, we may charge a reasonable and proportionate aborted-visit cost reflecting costs actually incurred.

We make reasonable efforts to meet agreed appointment dates and times.

Occasionally work may need to be rearranged because of component availability, damaged or incorrect supplier deliveries, weather, vehicle condition, technical requirements or other circumstances genuinely outside our reasonable control.

If this happens, we will tell you as soon as reasonably possible and arrange the next appropriate step.

We will not knowingly carry out material additional chargeable work without obtaining authorisation first.

Authorisation may be given by phone, SMS, WhatsApp, email or another agreed method, and we may retain a record of that authorisation with the job.

Unless otherwise agreed in writing, private-customer payment is due in full on completion of the work.

We currently accept the payment methods made available by Horizon at the time of the job, which may include card/payment link, card in person, bank transfer and cash.

Horizon may pause, postpone or relocate work where conditions would compromise safety, workmanship or the required technical procedure.

This can include unsuitable weather, inadequate working space or lighting, unsafe working surfaces, vehicle condition or environmental/road conditions required for particular ADAS procedures.

Where appropriate, we may require the vehicle to be brought to our facility or another suitable location.

You must provide reasonable access to the vehicle and anything reasonably necessary for the agreed work.

This can include keys and information or equipment necessary to access, start, move or operate the vehicle.

The vehicle should be reasonably accessible and suitable for inspection and work. It does not need to be spotless, but excessive dirt, belongings or other obstructions must not prevent safe inspection or completion of the work.

You authorise Horizon technicians to reasonably move or drive the vehicle where necessary for the agreed work.

This may include movement around our premises, road testing or a dynamic ADAS calibration.

The vehicle should have sufficient fuel or electric charge for any reasonably necessary vehicle movement, road testing or dynamic calibration.

Where additional fuel or charging becomes necessary, we will discuss any reasonable associated cost where practicable.

Vehicles and keys may remain in Horizon's possession while work is being carried out and, where necessary, a vehicle may remain at our premises overnight.

We will take reasonable care of vehicles and keys while they are in our possession.

Please remove valuable or unnecessary personal belongings before leaving the vehicle with us.

Unless specifically agreed otherwise, Horizon does not take separate custody of loose valuables left in the vehicle.

Once we have told you that your vehicle is ready, please arrange collection within a reasonable period.

If a vehicle remains uncollected without prior agreement, we may give you notice that a reasonable storage charge will begin.

We will not apply surprise or retrospective storage charges without giving you reasonable notice first.

Relevant jobs may include a documented pre-work vehicle inspection and photographic record.

This helps record the condition of the vehicle and the area relevant to Horizon's work before work begins.

This is not a comprehensive mechanical, structural or whole-vehicle safety inspection.

Horizon is not responsible for pre-existing damage, defects, deterioration, corrosion or previous poor repairs that we did not cause.

If previously hidden conditions become apparent during the work, we will document and explain them where appropriate before material additional chargeable work proceeds.

We take reasonable care when removing and refitting trims, mouldings, clips, retainers and surrounding components.

Older or previously damaged components can sometimes be brittle, corroded, degraded or poorly repaired.

Horizon is not automatically responsible where a component fails because of its pre-existing condition despite reasonable care being exercised.

Where reasonably identifiable beforehand, we will record or discuss the condition.

If Horizon damages a sound component because we failed to exercise reasonable skill and care, we remain responsible for that.

Removal of existing glass can reveal corrosion, rust, damaged paintwork or deterioration that was previously hidden.

Where the condition of a bonding aperture could compromise the installation, Horizon may pause the work rather than install glass onto an unsuitable surface.

We will explain or document the issue and, where necessary, appropriate rectification will need to take place before installation continues.

Additional attendance, preparation, parts or work resulting from the underlying vehicle condition may be separately chargeable following authorisation.

Bonded glass installations may require a minimum safe drive-away period.

Horizon will use the relevant adhesive system in accordance with its applicable requirements and will advise you of any safe drive-away restriction that applies.

You must follow those instructions.

Horizon remains responsible for correctly using the adhesive system and communicating applicable restrictions, but cannot be responsible for a problem caused by the vehicle being moved or driven contrary to a clearly communicated safe drive-away instruction.

Stone-chip repair is intended to stabilise damaged glass and reduce the likelihood of the damage spreading.

A repaired chip may remain visible. Cosmetic results vary according to the nature, position, age and extent of the original damage.

Because the windscreen is already damaged, there is an inherent risk that the damage may spread during or following an attempted repair despite reasonable care and correct technique.

We will assess suitability before attempting a repair, but cannot guarantee that every chip can be successfully repaired.

Where repair is unsuitable or cannot be successfully completed, replacement may be required and would be discussed separately.

Where Horizon is instructed to remove existing glass for later refitting, we will exercise reasonable skill and care.

Existing bonded glass can sometimes crack or become unsuitable for reuse during removal because of existing damage, stress, previous installation, corrosion or other pre-existing factors.

We therefore cannot guarantee that existing glass will always survive removal intact.

This does not remove Horizon's responsibility where breakage is actually caused by our failure to exercise reasonable skill and care.

If you report water ingress following a Horizon glass installation, please give us the opportunity to inspect and test the vehicle.

Where the leak is caused by our installation workmanship, we will rectify it under the applicable workmanship guarantee.

Vehicle water ingress can also originate from unrelated sources including body seams, drainage systems, sunroofs, corrosion, door seals, previous body repairs or other apertures.

Where Horizon is instructed specifically to investigate or reseal existing glass, we will use reasonable skill and care to investigate and address the suspected glass-related source.

Such work cannot guarantee that every possible source of vehicle water ingress will be cured.

Further investigation or repair outside the agreed glass-related work can be separately quoted.

Where the vehicle or work requires ADAS calibration, Horizon will perform the instructed calibration using the appropriate procedure and equipment available for that vehicle/system.

Successful calibration can depend on vehicle conditions outside Horizon's control, including existing faults, damaged or misaligned sensors/brackets, coding or software issues, suspension or geometry issues, previous accident damage and environmental/road conditions.

Where a correctly performed calibration attempt cannot be completed because of an underlying vehicle condition outside Horizon's control, the calibration attempt and technician time remain chargeable.

Any additional diagnostics, coding, rectification or repeat calibration will be explained and authorised separately.

If the calibration fails because Horizon performed its work incorrectly, Horizon remains responsible for correcting its own work.

A successful calibration and its associated report record the calibration status at the time the procedure is completed.

Later events can create a new calibration requirement, including accident damage, suspension or geometry changes, windscreen replacement/removal, sensor or bracket movement, body repair, vehicle modification or software/coding changes.

A later requirement for recalibration does not by itself mean the original calibration was defective.

A diagnostic charge covers the agreed diagnostic investigation and technician time.

Diagnostics cannot always guarantee that every fault will be identified or repaired within an initial diagnostic charge.

Where further investigation, dismantling, coding, components or repair are required, we will explain the next step and obtain authorisation for material additional chargeable work.

Where Horizon carries out an ADAS calibration, the relevant calibration report is retained and can be supplied as part of the job documentation.

Where diagnostic scanning forms part of the instructed work, relevant diagnostic evidence may also be retained and supplied.

Not every job requires diagnostic scanning or ADAS calibration.

Horizon may use appropriately selected specialist third parties where reasonably necessary to complete the agreed work, including specialist diagnostic, coding or technical support.

Where you have contracted with Horizon, Horizon remains your primary contractual point of contact for Horizon's agreed scope of work.

If you intend to seek payment or reimbursement through a motor insurer, you are responsible for checking your policy requirements and obtaining any authorisation required by your insurer unless Horizon has specifically agreed otherwise with you.

Where you contract directly with Horizon, you remain responsible for payment to Horizon even if an insurer subsequently refuses, limits or delays reimbursement.

We can provide appropriate invoices and relevant job documentation to support an insurance claim, but we cannot guarantee that an insurer will reimburse any particular amount or approve a claim.

Qualifying vehicle-glass installations carried out by Horizon are covered by our Lifetime Workmanship Guarantee for as long as the customer who had the work carried out remains the owner of that vehicle.

The guarantee covers defects arising from Horizon's vehicle-glass installation workmanship.

It does not mean the glass itself is guaranteed against future damage, nor does it guarantee that an ADAS calibration will remain valid for the lifetime of the vehicle.

The guarantee does not cover problems caused by matters unrelated to Horizon's installation workmanship, such as:

• subsequent accident or impact damage;
• later stone chips or glass breakage;
• corrosion, body or aperture deterioration;
• third-party removal, repair, adjustment or interference;
• unrelated defective vehicle components;
• misuse, neglect or deliberate damage;
• later vehicle modification;
• subsequent events that create a new ADAS calibration requirement; or
• manufacturing defects in the glass/component, which are dealt with under any applicable product warranty.

These exclusions do not apply where the actual cause of the problem is defective installation workmanship by Horizon.

Where Horizon supplies glass or another component that appears to have a manufacturing defect, we will reasonably assist with the applicable supplier/manufacturer warranty process.

Product/manufacturing defects are separate from Horizon's Lifetime Workmanship Guarantee.

Any product warranty is subject to its applicable terms and we do not promise that every supplier/manufacturer warranty will cover every associated cost.

If you believe there is a problem with Horizon's work, please contact us as soon as reasonably practical.

You should give Horizon a reasonable opportunity to inspect the vehicle and, where the issue is covered, rectify it.

Except where an urgent safety situation makes this unreasonable, please do not commission third-party remedial work and then seek reimbursement from Horizon without first giving us a reasonable opportunity to investigate.

This does not affect your statutory rights.

Horizon remains responsible for loss or damage that is caused by our breach of contract, negligence or failure to exercise the reasonable care and skill required by law.

We do not accept unlimited responsibility for losses that are not a reasonably foreseeable consequence of our breach, or for costs caused by circumstances for which Horizon is not responsible.

Where reasonably possible, please give Horizon an opportunity to inspect and rectify a suspected workmanship issue before incurring avoidable third-party costs.

Nothing in these terms excludes or restricts liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence or statutory consumer rights that cannot legally be excluded.

Horizon may take photographs and create records reasonably required for the job, including:

• vehicle condition;
• existing damage;
• the glass/component or work area;
• work undertaken;
• technical or ADAS evidence;
• post-work condition; and
• warranty or complaint investigation.

These operational records are separate from marketing use.

We do not treat acceptance of these terms as automatic permission to use identifiable customer/vehicle photographs for advertising or social-media marketing.

Personal information and job records are handled in accordance with Horizon's Privacy Notice.

Unless otherwise agreed, Horizon will arrange appropriate disposal/recycling of removed glass and normal waste arising from our work.

If you want an old component retained, please tell us before work begins.

We may be unable to return certain items where doing so would create a safety issue or where another party has a legitimate requirement for the component to be retained.

For safety and to allow our technicians to work correctly, Horizon may require customers, children, pets or other persons to remain clear of active working areas.

Customers are not normally permitted into operational workshop or calibration areas unless authorised or accompanied.

If you are unhappy with our service, please contact Horizon as soon as possible.

Our target is to:

• acknowledge a formal complaint within 2 working days; and
• provide a substantive response or proposed resolution within 10 working days.

Where further investigation is genuinely required, we will explain the reason and provide an updated timeframe.

Unresolved complaints can be escalated to the Director.

Our separate Complaints Handling Policy provides further information.

These terms are intended to sit alongside, not replace, your rights under UK consumer law.

Services supplied to consumers must be performed with reasonable care and skill, and consumer contract terms must be fair.

Horizon cannot use these terms to remove rights that the law says cannot be excluded.

You may obtain independent advice about your consumer rights from Citizens Advice or another appropriate consumer adviser.

These terms are governed by the laws applicable in England and Wales.

Nothing in this section removes any mandatory consumer right you may have concerning where proceedings can be brought.

Horizon Windscreens Ltd Cardiff, South Wales Vehicle Glass & ADAS Specialists

Current telephone, email and contact details are available through Horizon's website and customer communications.