Terms & Conditions

Operation Orbis Ltd t/a Finlandya Custom
Effective from: August 2026
Website: www.finlandya.co.uk

1. About Us

1.1 These Terms and Conditions of Business (“Terms”) apply to the supply of vehicle repair,
servicing, diagnostic, maintenance, modification, parts and related services (“Services”) and the
supply of vehicle parts and other goods (“Goods”) by Operation Orbis Ltd t/a Finlandya Custom
(“we”, “us”, “our” or “the Business”).
1.2 Our contract with you is made with the person or organisation identified on the relevant job
card, quotation, estimate, invoice or other order documentation (“Customer”, “you” or “your”).
1.3 Our registered company details and contact information are available from the Business on
request and on our website.

2. Consumer and Business Customers

2.1 A Consumer is an individual acting for purposes wholly or mainly outside that individual’s
trade, business, craft or profession.
2.2 A Business Customer is a company, partnership, sole trader or other organisation or person
acting wholly or mainly for purposes relating to their trade, business, craft or profession.
2.3 Some provisions of these Terms apply differently depending on whether you are a Consumer or
a Business Customer. Where a provision expressly applies only to Business Customers, it does not
apply to Consumers.
2.4 Where you are a Consumer, nothing in these Terms is intended to exclude, restrict or otherwise
limit any statutory right or remedy which cannot lawfully be excluded or restricted.
2.5 In particular, where we provide Services to a Consumer, we will carry them out with reasonable
care and skill and the Consumer will have the rights provided by applicable consumer law. Where
the price or completion time has not been expressly agreed, the statutory rules concerning a
reasonable price and reasonable time will apply.
2.6 Where you are a Business Customer, the provisions applicable to Business Customers shall
apply in addition to the general provisions of these Terms.

3. Formation of the Contract

3.1 A contract is formed when we accept your request for Goods or Services. Acceptance may be
communicated verbally, in writing, electronically or by commencing the agreed work.
3.2 Before work commences, we may require you to confirm your agreement to the proposed work,
quotation, estimate or these Terms.
3.3 Where a Consumer is contracting with us online, by telephone, email or by another means
where consumer distance-contract rules apply, we will provide the information required by
applicable law.
3.4 These Terms, together with the quotation, estimate, job card, booking confirmation and any
other written terms expressly agreed with you, form the contract between us.
3.5 If there is a conflict between these Terms and a specific written quotation or agreement, the
specific agreed term will take precedence to the extent of the conflict.
3.6 For Business Customers, any purchase order or other terms supplied by the Customer do not
apply unless expressly accepted by us in writing.

4. Quotations, Estimates and Pricing

4.1 We may provide either a fixed quotation or an estimate. The documentation provided to you
will identify which applies.
4.2 A fixed quotation is the agreed price for the specified Goods and Services, subject to any
additional work authorised by you and any matters expressly identified in the quotation as
exclusions or assumptions.
4.3 An estimate is an indication of the anticipated cost and is not a fixed price. Estimates may
change where further investigation identifies additional work, parts or labour that were not
reasonably identifiable when the estimate was prepared.
4.4 Where additional work is required that is likely to materially increase an estimate, we will,
where reasonably practicable, contact you before carrying out that additional work and obtain your
authorisation.
4.5 You may give us a maximum additional-authorisation amount. For example, you may authorise
us to carry out additional work up to a specified amount without obtaining further approval.
4.6 If we are unable to contact you and no additional authorisation has been provided, we may limit
the work to the amount originally authorised, where reasonably practicable.
4.7 Diagnostic, inspection, investigation, dismantling and testing charges may apply where these
have been disclosed to you before you authorise the relevant work.
4.8 Where a vehicle has to be dismantled or partially stripped to establish the cause or extent of a
fault, you may be charged for the reasonable labour and materials involved, even if you
subsequently decide not to proceed with the recommended repair, provided the charge was
disclosed or otherwise lawfully agreed.
4.9 All prices will identify whether VAT is included. Unless expressly stated otherwise, prices
supplied to Consumers will include VAT and prices supplied to Business Customers will state
whether VAT is included or excluded.
4.10 We will not increase an agreed fixed price merely because our costs subsequently increase,
unless the contract expressly provides for such a variation and the variation is lawful and
transparent.

5. Vehicle Inspection and Diagnosis

5.1 We may inspect and road-test a vehicle where reasonably necessary to diagnose a fault, assess a
repair, verify completed work or establish whether a vehicle is safe to return to the Customer.
5.2 The Customer authorises us to move the vehicle within or around our premises and, where
reasonably necessary, to undertake reasonable road testing.
5.3 Where road testing is required, it will be carried out by a suitably authorised driver.
5.4 We may advise that a vehicle is unsafe or unsuitable for road use. Where we reasonably
consider that driving the vehicle may create a safety risk, we may recommend or require recovery
or other appropriate arrangements before releasing it.

6. Authorisation of Work and Additional Work

6.1 We will normally obtain your authority before carrying out the agreed repair or Service.
6.2 Additional work will normally require your authorisation unless:
(a) the additional work is necessary to complete the work already expressly authorised and is within
the agreed scope or price; or
(b) immediate action is reasonably necessary to protect the vehicle, prevent further damage or
address an urgent safety issue, and obtaining prior authorisation is not reasonably practicable.
6.3 Authorisation may be provided in writing, electronically, by email, text message or verbally by
telephone, where permitted by law.
6.4 Where telephone authorisation is given, we may record details of the authorisation on our job
records, including:
• the date and time;
• the name of the person providing authorisation;
• the work authorised;
• the additional parts and labour;
• the additional price or maximum authorised amount.
6.5 Where a Business Customer sends a driver, employee, fleet manager or other representative to
us, we may reasonably rely on that person’s authority to request or authorise work on the vehicle
unless we have been notified otherwise.
6.6 We may decline work where there is a legitimate reason, including safety concerns, illegality,
lack of suitable parts or equipment, inability to perform the work to an appropriate standard, lack of
required information, or non-payment of previous invoices.

7. Parts and Materials

7.1 We may supply and fit new, genuine manufacturer, original-equipment, aftermarket, refurbished
or used parts where appropriate and where this has been agreed or is otherwise permitted by law.
7.2 Where the type or brand of part is material to the contract, we will identify it in the quotation or
other documentation.
7.3 Parts supplied will be of satisfactory quality, fit for purpose where required by law, and as
described, subject to applicable statutory rights.
7.4 Where a manufacturer or supplier provides a warranty for a part, we will provide reasonable
assistance in making a warranty claim where appropriate.
7.5 A manufacturer’s warranty does not remove or replace any statutory rights that apply to a
Consumer.

8. Special-Order Parts

8.1 We may require payment of a deposit or full payment before ordering parts that are specifically
ordered for a Customer.
8.2 We will tell you, where reasonably practicable, before placing the order if a part is being
specially ordered and whether any cancellation or return restrictions apply.
8.3 A special-order part may not be returnable to the supplier. However, this does not remove any
statutory rights you may have, including rights relating to faulty, damaged, misdescribed or
unsuitable Goods where applicable.
8.4 Where a Consumer has a statutory cancellation right, that right will apply unless a lawful
statutory exception applies.
8.5 Where a Business Customer cancels a specially ordered part after we have incurred an
irrecoverable cost, we may charge the reasonable loss actually incurred, subject to the terms agreed
with the Business Customer.

9. Deposits and Prepayments

9.1 We may require a deposit or advance payment before commencing work.
9.2 Any deposit will be credited against the final invoice unless otherwise agreed.
9.3 If a Customer cancels or does not proceed with work, we may retain or recover only such
amount as we are lawfully entitled to retain or recover, taking account of costs reasonably incurred
and any loss directly resulting from the cancellation.
9.4 We will not rely on a deposit provision to remove statutory cancellation or refund rights
applicable to a Consumer.

10. Completion and Estimated Completion Times

10.1 We will provide an estimated completion date or time where reasonably practicable.
10.2 Unless expressly agreed in writing, an estimated completion date is an estimate and not a
guarantee.
10.3 Delays may occur because of parts availability, additional faults, specialist work, supplier
delays, third-party services, unforeseen mechanical conditions, insurance or warranty
authorisations, or other circumstances beyond our reasonable control.
10.4 Where the law requires us to perform Services within a particular period or within a reasonable
time, this clause does not remove that obligation.
10.5 If a significant delay occurs, we will endeavour to keep you informed.

11. Vehicle Collection

11.1 We will notify you when the vehicle is ready for collection.
11.2 Unless otherwise agreed, payment is due before or at the time of collection.
11.3 We may require evidence of identity or authority before releasing a vehicle where reasonably
necessary to protect the Customer and the Business.
11.4 Where a vehicle is collected by someone other than the Customer, we may reasonably rely on
the Customer’s instruction or the authority of the person collecting the vehicle.
11.5 Once we have notified you that the vehicle is ready for collection, you should arrange
collection within a reasonable period.

12. Vehicle Storage

12.1 Where a vehicle remains on our premises after we have notified you that it is ready for
collection, storage charges may apply.
12.2 Our standard storage charge is:
£25.00 plus VAT per day, unless a different rate has been agreed in writing.
12.3 Storage charges will normally begin after the agreed collection period has expired and after
reasonable notice has been given.
12.4 We will take reasonable account of circumstances outside the Customer’s control when
determining whether storage charges should apply.
12.5 If a vehicle remains uncollected, we may give further written notice requiring collection and
payment of outstanding charges.
12.6 Nothing in this clause permits us to dispose of or sell a vehicle other than in accordance with
applicable law.

13. Non-Payment and Retention of Vehicles

13.1 Payment is due in accordance with the quotation, invoice or agreed credit terms.
13.2 Where payment is due on collection, the vehicle should not be collected until the invoice has
been paid unless we have agreed otherwise.
13.3 Where lawful, we may exercise any lien or other rights we have over a vehicle or Goods in our
lawful possession in respect of amounts properly due to us in connection with that vehicle or
Goods.
13.4 We will not exercise a contractual right in a way that unlawfully removes or restricts a
Consumer’s statutory rights.
13.5 We may charge reasonable storage costs while a vehicle remains lawfully in our possession
following non-payment or failure to collect.
13.6 If a vehicle remains uncollected and/or sums remain unpaid, we may take further action to
recover the debt or deal with the vehicle or other Goods in accordance with applicable law.
13.7 Where we intend to dispose of Goods or a vehicle by exercising a lawful power of sale, we
will follow the applicable statutory procedure and give any notices required by law.
13.8 We will not rely on a contractual provision that permits us to sell a Customer’s vehicle
automatically after a fixed number of days without complying with applicable legal requirements.

14. Payment

14.1 Unless otherwise agreed, payment for repairs, Services and Goods is due when the work is
completed and the vehicle is ready for collection.
14.2 We accept payment by the methods we make available from time to time, which may include
debit or credit card, cash and bank transfer.
14.3 We may require cleared funds before releasing a vehicle.
14.4 If a Customer has an approved credit account, the agreed credit terms will apply.
14.5 We may suspend further work or decline further credit where a Business Customer exceeds an
agreed credit limit or has overdue invoices.

15. Business Customer Credit Terms

15.1 This section applies only to Business Customers.
15.2 Unless otherwise agreed in writing, invoices are payable within the credit period stated on the
invoice or agreed account terms.
15.3 We may refuse further work or parts where continuing to provide credit would exceed an
agreed credit limit.
15.4 We reserve the right to withdraw or amend credit facilities on reasonable notice, subject to any
existing contractual commitment.
15.5 We may require payment in advance, a deposit or other security where the Customer’s payment
history or credit position reasonably warrants it.

16. Late Payment – Business Customers

16.1 This clause applies only to qualifying debts owed by Business Customers.
16.2 We may charge statutory interest in accordance with the Late Payment of Commercial Debts
(Interest) Act 1998, where applicable.
16.3 We may also claim any statutory fixed compensation and other sums recoverable by law in
respect of qualifying late commercial payments.
16.4 Where agreed in writing, we may instead charge contractual interest at the rate stated in the
relevant agreement, to the extent permitted by law.
16.5 Nothing in this section applies to a Consumer unless a separate legal basis permits the relevant
charge.

17. Title to Parts and Goods

17.1 Where we supply Goods or parts to a Business Customer on credit, title will remain with us
until we have received cleared payment for those Goods and any other sums expressly covered by
an applicable retention-of-title agreement.
17.2 Where title has not passed, the Business Customer must not sell, pledge or otherwise dispose
of the Goods other than in the ordinary course of its business where legally permitted.
17.3 Nothing in this clause prevents a Consumer from exercising any statutory right concerning
Goods.
17.4 Services themselves are not capable of being subject to retention of title.

18. Warranty and Remedial Work

18.1 Where we provide an express warranty on our workmanship, the applicable warranty period

and scope will be stated on the invoice, quotation or warranty document.
18.2 Manufacturer or supplier warranties may apply separately to individual parts.
18.3 Where you believe that work we have carried out is defective, you should contact us as soon as
reasonably practicable and provide us with an opportunity to inspect the vehicle.
18.4 Where appropriate, we will investigate the alleged defect and, where we are responsible for the
defect, carry out appropriate remedial work in accordance with the applicable warranty and/or
statutory obligations.
18.5 Our warranty does not normally cover faults or damage caused by:
• subsequent accident or impact;
• misuse or abuse;
• neglect;
• continued use after a warning or fault has become apparent where that use causes or worsens
the problem;
• modifications or repairs carried out by another party;
• failure to maintain the vehicle where maintenance is relevant;
• normal wear and tear;
• defects unrelated to the work carried out by us.
18.6 These exclusions will not apply where doing so would unlawfully remove a Consumer’s
statutory rights.
18.7 We should normally be given a reasonable opportunity to inspect and, where appropriate,
rectify any alleged defect before the Customer incurs third-party repair costs.
18.8 Nothing in this section prevents a Consumer from exercising a statutory right or remedy.

19. Damage to Vehicles and Customer Property

19.1 Customers should remove valuables and personal property from their vehicle before leaving it
with us.
19.2 We recommend that Customers inspect the vehicle when collecting it and notify us promptly of
any apparent damage or missing property.
19.3 We will take reasonable care of vehicles while they are in our possession.
19.4 Nothing in these Terms excludes or restricts liability for:
(a) death or personal injury caused by negligence;
(b) fraud or fraudulent misrepresentation;
(c) liability which cannot legally be excluded or restricted; or
(d) any statutory rights of a Consumer that cannot lawfully be excluded or restricted.
19.5 We are not responsible for loss of or damage to personal belongings left in a vehicle unless
caused by our negligence or other breach for which we are legally responsible.
19.6 Where a vehicle contains valuable, fragile or unusual items, the Customer should notify us
before leaving the vehicle with us.

20. Courtesy Vehicles

20.1 Courtesy vehicles are subject to availability and are not guaranteed unless expressly agreed in
writing.
20.2 Use of a courtesy vehicle is subject to the Business’s separate courtesy vehicle/loan agreement.
20.3 Only authorised drivers may drive a courtesy vehicle.
20.4 Drivers must meet the minimum age, licence, insurance and other requirements applicable to
the vehicle and our insurance arrangements.
20.5 The Customer must notify us of any change affecting the driver’s eligibility to use the courtesy
vehicle.
20.6 The Customer must inspect the courtesy vehicle before use and record any apparent damage on
the relevant vehicle condition document.
20.7 The Customer must return the courtesy vehicle in the condition in which it was supplied,
subject to fair wear and tear.
20.8 The Customer is responsible for fuel used during the period of hire and must return the vehicle
with the agreed fuel level. Where the vehicle is returned with less fuel than agreed, we may charge
the reasonable cost of replenishing the fuel.
20.9 Any insurance excess, damage charge or other liability applicable to a courtesy vehicle will be
set out in the separate courtesy vehicle agreement and will be subject to applicable law.
20.10 We will only collect personal information necessary for the administration, safety, insurance
and lawful operation of the courtesy vehicle arrangement.

21. Removed Parts

21.1 Where practicable, removed parts may be made available for inspection by the Customer on
request.
21.2 If you want to retain a removed part, you should tell us before or when the repair is authorised.
21.3 Removed parts may be disposed of, recycled or returned to suppliers where the Customer does
not request them and where we are legally entitled to do so.
21.4 Some parts may be subject to exchange, recycling, warranty or environmental requirements
and may therefore not be available for return.
21.5 Where a Customer asks us to return a removed part that is available, a reasonable handling or
storage charge may apply if this has been disclosed in advance.

22. Waste and Environmental Disposal

22.1 We will arrange the disposal, recycling or treatment of waste generated by our Services in
accordance with applicable environmental and waste-management requirements.
22.2 This may include oils, filters, batteries, tyres, contaminated materials, packaging and other
vehicle-related waste.
22.3 Certain waste materials may be subject to specialist handling or disposal requirements.
22.4 We may retain or dispose of waste and removed components where permitted or required by
law.

23. Quality Control and Road Testing

23.1 We may carry out quality-control inspections, diagnostic checks and road tests where
reasonably necessary to verify the work carried out or the safe operation of the vehicle.
23.2 The extent of any quality-control or road-testing procedure will depend on the nature of the
repair or Service.
23.3 No provision of these Terms is intended to imply that a particular percentage of vehicles or
repairs will be inspected.

24. Cancellation by Consumer Customers

24.1 This section applies where a Consumer enters into a contract with us by distance
communication, such as online, by telephone or email, or away from our business premises, and the
Consumer Contracts Regulations or other applicable legislation provides a cancellation right.
24.2 Where a statutory cancellation right applies, we will provide the information required by law.
24.3 Where the Consumer expressly requests that Services begin during the statutory cancellation
period, we may begin the Services before that period has expired.
24.4 Where permitted by law, the Consumer may be required to pay a proportionate amount for
Services supplied before cancellation.
24.5 Where the Service has been fully performed following the Consumer’s express request and the
Consumer has acknowledged the applicable legal consequences, the statutory right to cancel may
cease in accordance with the law.
24.6 The statutory cancellation provisions do not replace a Consumer’s separate statutory rights
relating to defective Goods or Services.

25. Cancellation by Business Customers

25.1 This section applies to Business Customers.
25.2 A Business Customer may cancel an order only in accordance with the agreed contract or with
our agreement.
25.3 Where a Business Customer cancels specially ordered Goods or Services after we have
incurred costs, we may recover reasonable losses and costs for which the Business Customer is
contractually responsible.
25.4 Nothing in this clause permits us to recover an amount which would constitute an
unenforceable penalty.

26. Complaints

26.1 If you are dissatisfied with our Goods or Services, please contact us as soon as reasonably
practicable.
26.2 We will investigate complaints fairly and reasonably.
26.3 Where the complaint concerns the quality of repair work, we may ask to inspect the vehicle
before determining what remedial action is appropriate.
26.4 Customers should not authorise substantial third-party remedial work relating to an alleged
defect caused by us without first giving us a reasonable opportunity to inspect the vehicle, unless
this is not reasonably practicable or a Consumer’s legal rights require otherwise.
26.5 We will aim to resolve complaints promptly and reasonably.

27. Liability

27.1 Nothing in these Terms excludes or limits liability which cannot legally be excluded or limited.
27.2 Nothing in these Terms excludes or limits a Consumer’s statutory rights.
27.3 We will not be liable for losses that are caused by circumstances outside our reasonable
control, subject always to any statutory obligations that apply.
27.4 Where a Business Customer suffers loss arising from our breach of contract, our liability will
be determined by the applicable contract and law.
27.5 Where permitted by law, we will not be liable to a Business Customer for indirect or
consequential loss, loss of profit, loss of business, loss of revenue or loss of anticipated savings.
27.6 The exclusions and limitations in this section do not apply to liability which cannot lawfully be
excluded or limited.
27.7 Nothing in this section affects our obligation to perform Services with reasonable care and skill
where the Customer is a Consumer.

28. Vehicle Safety and Modifications

28.1 Customers must provide us with accurate information about the vehicle and any known faults,
modifications, previous repairs or circumstances that may affect the work.
28.2 We may refuse or decline work where we reasonably believe that the requested modification or
repair would be unsafe, unlawful or unsuitable.
28.3 Where a requested modification may affect roadworthiness, insurance, type approval,
emissions, safety or legal compliance, the Customer is responsible for providing accurate
information and obtaining any necessary approvals or insurance.
28.4 We may decline to carry out work that would cause us to act unlawfully or contrary to
applicable safety requirements.

29. Data Protection and Privacy

29.1 We process personal information in accordance with applicable data-protection legislation.
29.2 Our Privacy Notice explains what personal information we collect, why we collect it, how we
use it, how long we retain it, who we may share it with and the rights available to individuals.
29.3 Our Privacy Notice is available on our website or on request.
29.4 We will only request personal information that is reasonably necessary for the relevant
purpose, such as providing Services, processing payments, administering warranties, managing
courtesy vehicles, communicating with Customers, complying with legal obligations and protecting
our legitimate business interests.
29.5 Customers should not provide us with personal information relating to another person unless
they are authorised to do so or have another lawful basis for providing it.

30. Customer Reviews and Communications

30.1 We may invite Customers to provide reviews or feedback about our Goods and Services.
30.2 We will not knowingly create, commission or publish fake reviews or misleading testimonials.
30.3 Where reviews or testimonials are used in our marketing, we will take reasonable steps to
ensure that they are genuine and presented fairly.

31. Changes to These Terms

31.1 We may update these Terms from time to time.
31.2 The version of the Terms in force when your contract is formed will normally apply to that
contract.
31.3 Any change to an existing contract must be agreed in accordance with the applicable contract
and law.

32. Third-Party Rights

32.1 Unless expressly stated otherwise, a person who is not a party to the contract has no right to
enforce any term of the contract under the Contracts (Rights of Third Parties) Act 1999.
32.2 This clause does not affect any rights which a person may have independently of that Act.

33. Governing Law and Jurisdiction

33.1 These Terms and any contract between us are governed by the law of England and Wales.
33.2 Where you are a Consumer, nothing in these Terms prevents you from relying on any
mandatory consumer protection or jurisdictional rights available to you by law.
33.3 Where you are a Business Customer, the courts of England and Wales shall have exclusive
jurisdiction unless we expressly agree otherwise in writing.

34. General

34.1 If any provision of these Terms is found to be invalid, unlawful or unenforceable, the
remaining provisions will continue to apply to the extent permitted by law.
34.2 A failure or delay by us in exercising a right does not constitute a waiver of that right.
34.3 These Terms, together with the relevant quotation, estimate, job card, invoice and any specific
written agreement, constitute the contract between the parties concerning the relevant Goods and
Services.
34.4 No provision of these Terms is intended to give the Business a greater right against a
Consumer than is permitted by law.

CUSTOMER AUTHORISATION

By authorising work with Operation Orbis Ltd t/a Finlandya Custom, the Customer confirms that
they have had the opportunity to read these Terms and understand that:
• quotations and estimates are different;
• additional work may require further authorisation;
• diagnostic and inspection charges may apply where disclosed;
• payment is due in accordance with the agreed payment terms;
• storage charges may apply where a vehicle is not collected within the agreed period;
• warranty terms may apply to parts and/or workmanship;
• statutory Consumer rights are not affected where the Customer is a Consumer.

Operation Orbis Ltd t/a Finlandya Custom
Website: www.finlandya.co.uk
Terms effective from: August 2026