Terms of Service

1. Who we are

1.1 Windscreen Supermarket is run by Lloyd Marriott trading as Windscreen Supermarket, a sole trader established in England and Wales, whose address for correspondence is, and who can be contacted at support@windscreensupermarket.co.uk ("we", "us"). Our websites, including windscreensupermarket.co.uk and windscreensupermarket.com, and the customer account that goes with them are the "platform".

1.2 We are a marketplace, not a glass fitter. We put you in touch with independent vehicle-glass businesses ("fitters") who quote for and carry out the work. Every fitter takes jobs on the platform as part of their business. A fitter may be a company or a person working for themselves (a sole trader); either way, they are acting as a business, not as a private individual. The fitter's business name is shown on its quote and on your booking, and its full details are on the invoice it gives you.

1.3 These terms apply to your use of the platform and to every booking you make through it, in every country where the platform operates.

2. Your contract for the work is with the fitter

2.1 When you accept a quote and your payment goes through, a contract for the work is made between you and the fitter. The fitter — not us — is responsible for the work: the glass, the fitting, any camera or sensor calibration, turning up on the day, and your legal rights as a consumer in relation to the work (in the United Kingdom, including under the Consumer Rights Act 2015; elsewhere, under the consumer law of the country where you live).

2.2 The fitter is the seller of the work. Your payment is processed securely by Stripe and goes straight to the fitter's own payment account. The fitter pays us a fee for the introduction and for using the platform. We are not the seller of the work and do not act as merchant for it.

2.3 One invoice, from the fitter. The fitter gives you one invoice for the full amount you paid. It is issued in the fitter's name and we send it to you on the fitter's behalf. Whether it includes VAT (or the equivalent tax where you are) depends on whether the fitter is registered for that tax; the invoice says which.

2.4 Nothing in these terms affects your legal rights against the fitter, and nothing in them excludes or limits liability that cannot lawfully be excluded or limited (including for death or personal injury caused by negligence, or for fraud).

3. Using the platform and asking for quotes

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

3.2 Vehicle and part details we display are put together from vehicle-data providers, parts catalogues and our own records, and are given in good faith as guidance for quoting. They are not always complete or correct, and identifying the exact glass for a vehicle is a specialist job: the fitter is responsible for confirming the correct glass with their supplier before ordering and fitting it. 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 the damage turns out to be materially different from what was described (for example a different version of the glass, extra damage, or a calibration that was not expected), the price may need to change before or at the appointment. You will be told the new price and asked to agree to it before the work goes ahead. If you do not agree, you can cancel: you get a full refund unless the difference is because the details you gave were wrong, in which case the cancellation schedule in clause 6.4 applies.

3.4 Keep your sign-in details to yourself. You are responsible for what is done through your account unless it happened without your fault.

3.5 We send you messages about your quotes, bookings and appointments by email and, where available, by text message or app notification; they are part of the service. We only send marketing if you have agreed to it, and you can stop it at any time.

3.6 You must not misuse the platform — for example by making requests you do not intend to book, giving false details, being abusive to fitters or our team, or copying or collecting content from the platform by automated means. We may refuse a request, or suspend or close an account, where this happens.

4. Quotes, how they are shown, and payment

4.1 Quotes are made by fitters. Some are prepared automatically from a fitter's saved prices; depending on how the service operates at the time, these may reach you straight away or after the fitter confirms them, and the fitter may confirm that the glass is available after you book. Each quote shows how long it is valid for.

4.2 How quotes are listed. The quotes for your job are listed with the lowest total price first. Fitters cannot pay to be listed higher. We also show details to help you choose, such as the fitter's reviews and the days they can do the work.

4.3 The price you see is the total you pay. It includes the fitter's price, our platform fee, card-processing costs and any VAT the fitter charges. Nothing is added at checkout.

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

4.5 When you accept a quote you confirm that you agree to these terms and ask the fitter to start arranging the work straight away (see clause 6.1). The contract with the fitter is made when your payment succeeds.

4.6 Your payment is protected while the job is open. Although you pay up front, the fitter is not paid out until the job is completed and any problem you have raised on the booking is resolved. Raise any problem promptly through the platform (clause 7) — an open case keeps the money on hold.

5. Appointments

5.1 Bookings are made for a day, not an exact time. The fitter will arrange a time with you (through the platform's messages or by phone) and may plan their route on the day.

5.2 You must make the vehicle available at the agreed place on the booked day (accessible, and under cover where you have said it will be). If the fitter attends and the vehicle is not available, the no-show fee in the cancellation schedule (clause 6.4) applies.

5.3 Weather, safety and the time the bonding needs to set can mean glass work has to be moved. If your booking is moved, you will be told and offered the next available day; if none suits you, you can cancel with a full refund.

6. Cancellations and refunds

6.1 Your legal right to cancel. Because you book online, the law gives you the right to cancel within 14 days of the day your booking is made, without giving a reason. When you accept a quote you ask the fitter to start arranging the work straight away — booking your day and, where needed, ordering your glass — so that the work can be done within those 14 days. If you cancel within the 14 days, you get back what you paid, less an amount for what has already been done or committed for you at that point (for example, glass already ordered for your vehicle); that amount is worked out using the cancellation schedule in clause 6.4 and is shown to you before you confirm. Once the work has been fully carried out, you can no longer cancel it, but your rights if something is wrong with the work (clause 7) are unaffected.

6.2 How to cancel. 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 fitter 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.

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

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

6.5 No fee ever applies where the fitter or the platform is at fault — you receive a full refund, including where the fitter cannot get the glass.

6.6 If the price needs to change after booking (see 3.3), you will either be refunded the difference or asked to pay the extra before the work goes ahead — never surprised on the day.

6.7 When we may cancel a booking. We may cancel a request or a booking if we reasonably believe there is fraud, abuse or a safety risk, or if the fitter can no longer do the work and no other fitter can take it on. If we do, you receive a full refund of what you paid.

7. Problems, disputes and chargebacks

7.1 If anything goes wrong — the fitter does not turn up, the wrong glass, or concerns about the work — raise a case from your booking page as soon as you can. A case keeps the fitter's payment on hold and is reviewed by our team, who can order full or partial refunds under our published rules on who is at fault. The fitter remains responsible for putting faulty work right, or for refunding you, as the law requires.

7.2 Please use the case process before contacting your card issuer: it is quicker and keeps the money on hold. Nothing stops you using your card chargeback rights or your legal rights.

8. Warranty and liability

8.1 The work and the glass are guaranteed by the fitter, under the fitter's own guarantee and your legal rights. Fitters are independent businesses. Our terms for fitters make them responsible for holding the insurance and qualifications their work needs. We approve fitters before they can quote, and we may ask any fitter for proof of identity, insurance or qualifications, or carry out other checks, at any time; but we do not promise to check every fitter, any checks we make are not a guarantee of any particular outcome, we do not supervise individual jobs, and we are not a party to the contract for the work.

8.2 Our responsibility to you is to provide the platform with reasonable care and skill: running the marketplace, passing on messages, arranging payment through Stripe, and handling cancellations and cases fairly. If we break these terms or fail to use reasonable care, we are responsible for the loss you suffer that was a foreseeable result. Subject to clause 2.4, and to the extent the law allows, our total liability to you for compensation in connection with any booking is limited to the greater of (a) the platform fee we received on that booking and (b) £100 (or the same amount in the currency you paid in).

8.3 This limit applies only 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 it is paid in full at the amount the cancellation schedule produces, whatever this clause says.

8.4 We are not responsible for what fitters do or fail to do (including the quality of the work, damage to your vehicle, delays or their conduct) — your remedies for those are against the fitter, supported by the case process and the payment hold described above.

8.5 We are not responsible for delays or failures caused by events outside our reasonable control, such as severe weather, a failure of the internet or of a payment provider. If such an event affects your booking, you can cancel it with a full refund.

9. Reviews and content

9.1 A review can only be left by the customer of a booking made and paid for through the platform, so every review comes from a real job. We do not pay for reviews, fitters cannot pay us to remove them, and we do not remove a review because it is negative. Reviews must be honest and about the job. We may remove reviews or other content that is unlawful, offensive, misleading or not about the job. You can edit your review for 12 months, and the fitter may post one public reply. Photos you upload must be yours and relevant to the job.

10. Your personal information

10.1 Our Privacy Policy explains what we collect, why, who we share it with and your rights. In short: fitters see the details of your job so they can quote, and your full address and contact details only once you have booked with them.

11. General

11.1 We may update these terms. The version on this page applies to bookings made after it is published; a booking you have already made stays under the version you accepted. We tell you at checkout when the terms have changed.

11.2 We may transfer our rights and duties under these terms to a company that takes over the business. Your rights will not be reduced by that.

11.3 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, in your local courts. If you live outside the United Kingdom, you also keep the protection of the consumer laws of the country where you live that cannot be set aside by agreement, and you may bring proceedings in the courts there.

11.4 Questions or complaints: support@windscreensupermarket.co.uk — we aim to reply within 5 working days. Nothing in these terms affects your right to complain to Trading Standards in the United Kingdom, or to the consumer authority or European Consumer Centre in your country, or to use an alternative dispute resolution scheme.

11.5 Reading these terms. We have tried to write these terms in plain English. They should be read as a whole, in a common-sense way, in light of what they are plainly meant to do. A spelling, typing or formatting mistake does not by itself change what a term means or make it invalid. If a term could reasonably mean more than one thing, the meaning that is most favourable to you applies. That is your right under the Consumer Rights Act 2015 and under similar laws in other countries, and nothing in these terms takes it away.

11.6 Language and translations. These terms are written in English. We may show them in other languages to help you read them, and some translations are made with automatic translation tools, which can make mistakes. If a translation differs from the English version, the English version applies, unless the law where you live gives you the right to rely on a version in your own language. A mistake in a translation does not make these terms, or any part of them, invalid.