Terms of Service

1. Who we are

1.1 Windscreen Supermarket is operated by Lloyd Marriott trading as Windscreen Supermarket, a sole trader established in England and Wales, whose address for correspondence is Red House Farm, Tumby Lane, Tumby, Boston, Lincolnshire PE22 7TD ("we", "us").

1.2 We are a marketplace, not a glass fitter. We connect you with independent vehicle-glass businesses ("technicians") who quote for and carry out the work. We do not perform, supervise, or take responsibility for the work itself.

2. The contract for the work is with the technician

2.1 When you accept a quote and pay, a contract for the work is formed between you and the technician. The technician — not us — is responsible for the work, the glass, the fitting, any calibration, timing on the day, and your statutory consumer rights in relation to the work (including under the Consumer Rights Act 2015).

2.2 The technician is the seller of the work. Your payment is processed securely by Stripe directly to the technician's own payment account; we receive a fee from the technician for the introduction and services we provide to them. We are not the seller of the work and do not act as merchant for it.

2.3 Nothing in these terms affects your statutory rights against the technician, and nothing excludes liability that cannot lawfully be excluded (including for death or personal injury caused by negligence, or fraud).

3. Using the platform and requesting quotes

3.1 You must be at least 18 and authorised to request work on the vehicle. The details you give (vehicle, registration, damage, photos, address, contact details) must be accurate — quotes are based on them.

3.2 Vehicle and part details we display are assembled from third-party vehicle-data providers, parts catalogues, and our own data, and are provided in good faith as guidance for quoting. This information is not always complete or correct, and identifying the exact glass for a vehicle is a specialist job: the technician is responsible for confirming the correct glass with their supplier before ordering and fitting. Where a listing shows a suggested part, that is a starting point for the quote, not a promise that this exact part will be fitted.

3.3 If the vehicle or damage turns out to differ materially from what you described (different glass variant, extra damage, ADAS calibration needs), the price may need to be revised before or at the appointment; you can accept the revised price or cancel under the case process in clause 7.

3.4 We send transactional messages (quote updates, booking confirmations, appointment updates) by email, SMS, or push relating to your requests.

4. Quotes, acceptance, and payment

4.1 Quotes are made by technicians. Some are prepared automatically from a technician's saved pricing; depending on how the service operates at the time, these may reach you instantly or after the technician confirms them, and availability of glass may be confirmed by the technician after booking. Quotes may expire.

4.2 The price you see is the total you pay: it includes the technician's price, our platform fee, and card-processing costs. There are no hidden extras at checkout.

4.3 You pay in full when you accept a quote, by card through Stripe. Your booking is confirmed only when the payment succeeds.

4.4 By accepting a quote you agree to these terms (you will be asked to confirm this at checkout) and a binding contract with the technician is formed on payment.

4.5 Payment protection through holds. Although payment is taken up front, the technician's payout is held and released only after the job is completed and any open issue on the booking is resolved. Raise any problem promptly through the platform (clause 7) — an open case pauses the payout.

5. Appointments

5.1 Bookings are made for a day, not a precise time slot. The technician will arrange timing with you (through platform chat or by phone) and may plan routes on the day.

5.2 You must make the vehicle available at the agreed location on the booked day (accessible, and under cover where you have told us it will be). If the technician attends and the vehicle is unavailable, the no-show fee in the published schedule applies.

5.3 Weather, safety, and bonding requirements can force rescheduling of glass work. Where a booking is moved, you will be notified and re-offered the next available day.

6. Cancellations and refunds

6.1 You can cancel or ask for help at any time from your booking page. Before you confirm, we show you the exact amount coming back to you and the fee (if any) that applies, together with the reason it applies. Cancelling is then usually final and immediate: your booking is cancelled, your technician is told, and the refund is sent back to the card you paid with straight away. Card refunds normally take 5–10 working days to appear on your statement, depending on your bank. In a small number of cases the refund cannot be completed automatically — your booking is still cancelled, and our team completes the refund and confirms it to you.

6.1A Anything other than a straightforward cancellation — a problem with the work, a price change, or a technician who did not attend — is handled as a case under clause 7, reviewed by our team.

6.2 What you pay to cancel depends on how close the appointment is and whether your technician has already ordered your glass. The current schedule — the free-cancellation window, the same-day and evening-before rules, the late fee and the no-show fee — is published on this page and shown at checkout, live from current platform settings, and the figure that will apply to *your* booking is shown again before you confirm a cancellation. If you take repeated free cancellations within a six-month period, the late-cancellation fee may apply to further cancellations instead; the limit is shown in the platform.

6.3 No fee ever applies where the technician or the platform is at fault — you receive a full refund, including where the technician cannot obtain the glass.

6.4 If the price needs amending after booking (see 3.3), you will either be refunded the difference or asked to pay a top-up before the work proceeds — never surprised on the day.

7. Problems, disputes, and chargebacks

7.1 If anything goes wrong — no-show, wrong glass, quality concerns — raise a case from your booking page as soon as possible. Cases pause the technician's payout and are reviewed by our team, who can order full or partial refunds per the published fault rules.

7.2 Please use the case process before contacting your card issuer: it is faster and keeps the money on hold. Nothing prevents you exercising your card-chargeback or statutory rights.

8. Warranty and liability

8.1 Workmanship and materials are warranted by the technician under their stated warranty. Technicians are independent businesses responsible for holding any insurance and qualifications their work requires. We review technician applications before approving them onto the platform and may carry out further checks at any time, but we do not supervise individual jobs, any checks we make are not a guarantee of any particular outcome, and we are not a party to the fitting contract.

8.2 To the extent permitted by law, our responsibility to you is limited to providing the platform with reasonable care and skill: operating the marketplace, processing communications, facilitating payment through Stripe, and administering the cancellation/case process fairly. Subject to clause 2.3, our total liability to you for compensation in connection with any booking is limited to the greater of (a) the total platform fee we received on that booking and (b) £100.

8.2.1 This limit applies to claims for compensation against us. It does not limit, reduce, or delay any refund you are entitled to under clause 6: a refund is the return of money you paid for work that did not happen, not compensation, and is paid in full at the amount the cancellation schedule produces regardless of this clause.

8.3 We are not liable for the acts or omissions of technicians (including workmanship, damage to your vehicle, delays, or conduct) — your remedies for those lie against the technician, supported by the case process and payout holds described above.

9. Reviews and content

9.1 Reviews must be honest and relate to a genuine booking. You may edit your review within 12 months. We may moderate or remove content that is unlawful, offensive, or misleading. Photos you upload must be yours and relevant to the job.

10. General

10.1 We may update these terms; the version on this page applies to new quote requests from its publication date. Material changes will be flagged at checkout.

10.2 These terms are governed by the laws of England and Wales. You may bring proceedings in the courts of England and Wales (or, if you live in Scotland or Northern Ireland, your local courts).

10.3 Questions or complaints: support@windscreensupermarket.co.uk — we aim to respond within 5 working days. Nothing in these terms affects your right to complain to Trading Standards or use alternative dispute resolution.