Workshop Service Terms

Authority to instruct

The person requesting inspection or repair must be the owner or have authority to act for the owner. Tell the workshop about a finance, fleet, insurance, warranty or third-party approval process before work begins. A delay from an external approval route can affect parts ordering and timing.

Provide accurate vehicle identity, contact details, known symptoms, recent repairs and safety information. Do not omit a relevant overheating event, fluid loss, accident, flood exposure, high-voltage concern or previous dismantling.

Appointment and handover

A phone call, WhatsApp message, preferred date or online form submission is an enquiry until the workshop confirms the appointment. On arrival, confirm the vehicle, mileage, warning messages, complaint, keys, valuables, visible damage and the initial inspection or service scope.

Remove cash, documents and unrelated valuables. Tell the workshop about a wheel lock, immobiliser, dash camera, tracker, child seat, modified component or access instruction that can affect safe handling.

Inspection and diagnosis

The initial scope may be a scheduled-service check, visual inspection, scan, measurement, circuit test, leak test, pressure or temperature comparison, controlled road test or authorised dismantling. The scope should state the starting point and fee before it begins.

A diagnostic fee pays for the agreed test work and findings. It does not guarantee that a single visit will reproduce an intermittent fault or that the first test proves every related cause. Further dismantling or specialist testing requires a new or expanded approval when it falls outside the original scope.

Approval path

1. Initial requestThe customer describes the Audi, symptom, warning and safety state.
2. Agreed starting scopeThe workshop records the inspection, diagnostic or maintenance work authorised first.
3. Findings or estimateThe workshop explains the evidence, recommended route, price basis, parts identity, included work and material exclusions.
4. Customer approvalApproval is recorded through the job card, signed estimate, message or another traceable route accepted by both parties.
5. VariationA material change in scope, price, part route or related work requires renewed approval before it proceeds, except where immediate action is reasonably necessary to prevent harm and the law permits it.
6. Invoice and handoverThe final document should reflect the authorised work, parts fitted, relevant findings, amount due and repair-specific terms.

Estimates and variations

An estimate is based on the information and access available when it is prepared. Hidden damage, contamination, seized fasteners, previous repair quality, software requirements, changed supplier availability or a newly confirmed related fault can require a revised route.

The estimate should state whether diagnosis, parts, labour, refrigerant, oil, seals, coolant, flushing, related components, programming, recovery, road testing and 5% VAT are included. If a responsible price cannot be confirmed before identification or dismantling, the document should state the inspection or quote stage rather than inventing a total.

Any deposit, cancellation, storage, recovery, delivery or special-order charge must be stated in writing before it applies. Do not assume a charge or waiver that is missing from the approved document.

Parts and supplier orders

VIN and exact application should be checked before a part is ordered where relevant. The estimate must distinguish Audi Genuine, supplier-branded, aftermarket, used and customer-supplied routes. Brand, part number, condition and supplier evidence should be named when they affect price, fitment or warranty.

A special-order or non-returnable supplier term must be explained before the order is approved. A later supplier refusal does not become a customer term unless the relevant restriction was disclosed in the written estimate or applicable law provides otherwise.

Vehicle movement and tests

By authorising suitable inspection or repair, the customer allows reasonable movement within the workshop and a controlled road test where it is relevant and safe. The workshop should not road test a vehicle when a known condition makes the test unsafe.

Fuel, battery charge and existing vehicle settings can change during necessary testing. Material damage or an incident during workshop custody should be recorded and communicated.

Completion, payment and collection

The workshop should explain the work completed, material outstanding findings and any operating or recheck instruction. The invoice should match the authorised scope and identify any approved variation.

Payment method, due date, deposit treatment, collection authority and any uncollected-vehicle term must be recorded in the job document or invoice. This page does not create an unstated storage fee, lien, deadline or disposal right.

Warranty and return

The Parts and Warranty Policy records the current general routes, but the approved job card controls the qualifying repair. Report a suspected problem promptly with the invoice, mileage, symptom and conditions. Do not authorise another workshop to dismantle the claimed area before giving the original workshop a reasonable opportunity to inspect it, unless safety, law or urgent circumstances make that impractical.

A new symptom or a related system fault is not automatically a failure of the previous repair. The review must compare the complaint with the approved scope and evidence.

Privacy, complaints and law

Customer and vehicle information is handled under the Privacy Policy. A concern about approval, findings, invoice, workmanship, parts or warranty can be raised through Customer Care and Complaints.

These terms are read with applicable UAE and Dubai laws and do not remove a mandatory consumer right. The UAE Government publishes a current consumer protection overview.