Lusso Concierge (Group) Ltd ("we/us")

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These Terms & Conditions apply to all paint protection film ("PPF") services supplied and/or installed by us. By booking, paying a deposit, or authorising work to begin, you agree to these terms. 

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These Terms & Conditions apply to services provided by us at any Lusso Concierge facility or location, and also where we collect and/or deliver vehicles or provide services at another location at your request (for example, home/work collection and return), unless agreed otherwise in writing.

 

By delivering the vehicle to us and/or instructing us to carry out the works, you confirm you accept these Terms & Conditions and agree to pay all charges due.

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1) Definitions

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• Client/you: The person or business instructing and paying for the work.

• Vehicle: The vehicle presented for work.

• PPF: Paint protection film, including partial coverage (single panel/sections) and full vehicle coverage.

• Aftercare Pack: The handover folder provided on collection, which forms part of these terms.

• Recovery costs: Reasonable costs we incur in chasing overdue sums, including administrative time, correspondence, tracing, debt recovery agent fees, and legal costs where recoverable.

 

2) Booking, deposits and scheduling

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• Bookings are confirmed once we have written confirmation (email/WhatsApp) and any required deposit.

• Installation dates are reserved specifically for your vehicle. If you need to move a booking, please give as much notice as possible.

• We may need to reschedule due to events outside our control (for example: supplier delays, power issues, illness, or workshop capacity). If this happens, we will offer the next available date.

• A binding contract is formed when you (or someone authorised by you) book the service, instruct us to proceed, and/or deliver the vehicle to us for the works. By doing so, you agree to pay our charges for the agreed services (and any additional work you authorise) in accordance with these Terms & Conditions.

 

3) Vehicle condition and suitability

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• You must disclose any known prior paintwork, resprays, smart repairs, body repairs, or paint defects before work begins.

• Non-factory paint and prior repairs can increase the risk of paint failure during preparation, installation, or future film removal.

• We reserve the right to refuse installation on panels we consider unsuitable, or to adjust the scope and quote if issues are discovered after inspection.

 

4) Scope of work and product selection

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• The agreed scope (coverage areas, edges, patterns, and finish) will be confirmed in writing.

• Film brand/specification may vary by availability and suitability. Where a specific product is requested, this must be agreed in writing.

• PPF is a protective product, not a guarantee against all damage. Stone chips and impacts can still occur.

• Additional work: Any additional work outside the agreed scope will be quoted and must be authorised by you (email/WhatsApp is sufficient) before we proceed, unless required urgently for safety or to prevent damage.

 

5) Pricing, payments and release of vehicle

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• Quotes are valid for the period stated on the quote (or, if not stated, 30 days).

• For the avoidance of doubt, payment must be received in cleared funds before release. We may retain possession of the vehicle and refuse release/collection until all sums due (including any additional authorised works, storage/standing charges where applicable, and reasonable recovery costs) are paid in full.

• Vehicles not collected on the agreed date/time may be moved into storage and may incur a standing charge based on our published Gold Storage Package rate (pro‑rated daily).

• Late payment: If any invoice is not paid when due, we may charge interest on the overdue amount at 2.5% per annum above the Bank of England base rate, accruing daily from the due date until paid in full.

 

6) Installation standards and acceptable tolerances

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PPF is a hand-finished product. While we aim for the highest standard, you acknowledge that minor tolerances may occur, including (where not visible from normal viewing distance):

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• small edges or seams depending on panel design

• minor stretch marks in complex areas

• minor dust/contamination points

 

If we deem anything outside acceptable tolerance, we will rectify it in line with these terms.

 

7) Aftercare requirements (important)

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​Aftercare guidance is provided in your Aftercare Pack and summarised here: [PPF Warranty & Aftercare].

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You agree to follow the Aftercare Pack instructions. In particular:

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• Do not wash the vehicle for 2 weeks after collection where PPF has been installed (whether one panel or full vehicle).

• Avoid pressure washing close to edges and avoid directing high pressure at film edges.

• Avoid harsh chemicals, tar removers, strong solvents, and abrasive polishes unless approved for PPF.

 

Failure to follow aftercare may void warranty coverage.

 

8) Complimentary 2-week inspection clean & curing period (Full PPF only)

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PPF adhesive takes approximately 14 days to fully cure after installation. During this period, minor film movement around edges, recesses, and complex surfaces is a known and expected characteristic of the material - it is not a defect, and it does not indicate poor workmanship. This behaviour occurs on every PPF installation regardless of who fits it, and it is how the film finds its final settled position on the vehicle.

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For all full vehicle PPF installations, we include a complimentary inspection approximately 14 days after collection. At this visit we inspect all edges and film settling, make any minor adjustments required, and ensure the installation is fully complete. This is not an optional add-on - it is the final stage of the installation process, and it is provided entirely at our cost. We estimate appointments to take no longer than 2 hours, but if you are in a rush we can skip the cleaning to save 1-1.5 hours of time.

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This inspection is also the mechanism by which we fulfil our warranty and workmanship obligations for any curing-period adjustments. Under the Consumer Rights Act 2015, we are entitled to the opportunity to remedy any service concern before a refund or compensation is considered. The 2-week inspection is that opportunity.

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If a client raises concerns about film behaviour during the curing period, we ask that the vehicle is returned for the inspection before any refund or compensation is requested. Where a client declines the inspection after it has been offered by us, our warranty obligation in respect of curing-period film behaviour is considered fulfilled, as we have been denied the opportunity to remedy.

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For the avoidance of doubt: declining the inspection does not affect the client's rights in relation to issues that arise after the curing period has completed and the film has fully settled.

 

9) Reporting concerns (early check window)

 

We ask that any installation concerns are raised within 14 days where possible, and ideally at the 2-week inspection (for full vehicle PPF), so we can assess the film while it's still in the settling period.

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This does not reduce your longer warranty rights, but early reporting helps prevent avoidable damage and speeds up resolution.

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A) Refunds, remediation, and film removal

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Where a client raises a workmanship concern, our first course of action will always be to inspect the vehicle and carry out any necessary rectification. We ask that vehicles are returned to us for assessment before any refund or remediation is considered.

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Any refund relating to PPF installation workmanship is conditional upon Lusso Concierge (Group) Ltd carrying out the film removal themselves at our facility. It is the client's sole responsibility to arrange and bear the cost of returning the vehicle to our facility for inspection, rectification, or removal. We do not accept liability for, nor will we contribute to, any transport, collection, delivery, trailering, or logistics costs incurred by the client in returning the vehicle to us, regardless of the nature of the concern raised.

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We will not issue a refund where film has been removed by a third party without our prior written consent.

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Where a client arranges removal by a third party without our written agreement, we accept no liability for any damage arising from or during that removal process, including paint adhesion failure, panel damage, trim breakage, or any consequential loss. Any right to a refund may be reduced or voided in such circumstances.

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Where removal is carried out by us and a refund is agreed, the refund will be limited to the installation cost paid, in accordance with the limitation of liability in Section 13.

 

10) Warranty

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A) Fitment warranty (workmanship)

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Unless we confirm otherwise in writing, we provide a 12-month fitment warranty to the original client from the date of installation, covering installation workmanship issues (subject to inspection).

Our remedy is (at our option) repair, re-fit, or replacement of the affected section/panel.

 

B) Manufacturer/material warranty

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Any manufacturer/material warranty is provided by the film manufacturer and varies by product, subject to the manufacturers terms, registration requirements (if any), and exclusions.

 

C) Non-transferable

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Unless we confirm otherwise in writing:

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• The fitment warranty and any manufacturer/material warranty are provided to the original client.

• Warranties are not assigned to the vehicle and are not transferable if the vehicle is sold.

 

11) Exclusions (not covered)

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Warranty and rectification do not cover:

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• stone chips, road debris impact, scratches/scuffs, vandalism, accidents, track use, or abuse

• damage caused by incorrect washing, automatic car washes, harsh chemicals, or improper decontamination

• damage caused by pressure washing too close and/or directed at film edges

• normal wear and tear consistent with mileage/usage

• issues caused by pre-existing defects or prior paint/body repairs, unless caused by our negligence

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12) Aviation & Non-Automotive Applications

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• Where Paint Protection Film (PPF) is applied to aircraft, gyrocopters, or any other aviation vehicle, the following terms apply in addition to our standard PPF terms and conditions.

• PPF is applied solely for cosmetic and surface protection purposes, including protection against stone chips, UV degradation, and environmental contaminants. It is a non-structural, surface-level film and has no bearing on the mechanical, aerodynamic, or structural integrity of the aircraft.

• The owner and/or operator is solely responsible for ensuring the aircraft meets all airworthiness requirements and complies with applicable aviation regulations, including any inspections required following the fitment of accessories or surface modifications. Lusso Concierge does not hold any aviation accreditations or certifications and does not accept responsibility for airworthiness sign-off.

• Lusso Concierge accepts no liability whatsoever for any aerodynamic changes, in-flight performance variations, mechanical issues, accidents, injuries, fatalities, or any other incidents occurring after the application of PPF. This exclusion applies regardless of whether a causal link to the PPF application is alleged.

• No refunds, compensation, or remedial works will be offered in connection with any claim arising from an aviation application.

• By proceeding with a PPF service on an aviation vehicle, the client confirms they have read and accepted these terms in full.

 

13) Limitation of liability

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• We are not liable for indirect or consequential losses (including loss of use, loss of profit, or loss of enjoyment).

• Our total liability is limited to the amount paid by you for the specific service giving rise to the claim, except where the law does not allow this limitation.

 

14) Photos and marketing

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Unless you tell us in writing before work begins, you agree we may photograph or film your vehicle for quality control and marketing purposes (registration plates will be obscured).

 

15) Governing law

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These terms are governed by the laws of England and Wales. Any disputes will be subject to the courts of England and Wales.

 

16) Contact

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For aftercare questions, booking your 2-week inspection, or warranty queries, contact us via the details provided on our website and your Aftercare Pack.