Terms and Conditions

By engaging the services of Olley Neale guitars, Olley Neale Guitar Repair (henceforth referred to as ‘the Company’, ‘we’, ‘us’, or ‘I’), you (henceforth referred to as ‘the Customer’ or ‘you’) agree to be legally bound by the following Terms and Conditions.

Upon booking an instrument for repair or maintenance, a 24-hour (one full working day) “Cooling-Off Period” applies. If you do not accept these terms, you must notify us and cancel the work within this window. Management decisions regarding the enforcement of these terms are final and binding.

1. Service Workflow and Agreement

1.1 Booking-In & Assessment: Initial assessment occurs when the instrument is placed on the workbench. For in-person drop-offs, this may be conducted with the Customer; for postal items, this is conducted remotely. If a Customer arrives late for a scheduled booking, the Company reserves the right to reschedule the assessment.

1.2 Scope of Work: We aim to identify all necessary repairs during assessment. However, internal or obscured issues (e.g., neck pocket shims, loose frets, hidden wiring faults) may only become apparent during the repair process. The Company will notify the Customer of such findings as soon as they are identified.

1.3 Estimates: All turnaround dates and price breakdowns provided at booking-in are ESTIMATES ONLY. Final costs may fluctuate based on parts availability, unforeseen labor requirements, or price changes from suppliers.

1.4 Cancellation: * Within 24 Hours: You may cancel the service without penalty and collect your instrument.

Post 24 Hours: The job is considered “locked in.” The Customer becomes liable for the cost of any parts already ordered and labor time spent on administration or initial preparation.
1.5 Communication: To maintain efficiency, we request that Customers refrain from requesting frequent progress updates. Unnecessary correspondence may result in delays to your and other customers’ projects.
1.6 Payment: All invoices must be paid in full via Cash, Card, or Bank Transfer before the instrument is released. No exceptions will be made.

2. Turnaround, Deposits, and Storage

2.1 Timeline: Standard turnaround is approximately 10–15 working days, subject to the variables in Section 3.

2.2 Priority Service: Requests for “queue jumping” or expedited service are subject to additional surcharges as outlined on our website.

2.3 Deposits: A deposit is required if:

Required parts exceed £100.
The estimated cost of work exceeds the current market value of the instrument.
Deposits and queue reservations are strictly non-refundable.2.4 Uncollected Instruments: We are a repair facility, not a storage provider. Instruments not collected by the agreed date will incur the following storage fees:
Week 1: 10% surcharge on the original invoice.
Week 2: 15% surcharge on the new total.
Week 3: 30% surcharge on the new total.
Week 4: 50% surcharge on the new total.
2.5 Abandoned Property: Failure to collect an instrument within four weeks of the completion notice will result in the instrument becoming the property of the Company to be sold to recover costs and storage fees.

3. Delays and Force Majeure

3.1 Non-Binding Dates: Completion dates are targets and NOT binding contracts. Delays may occur due to workload surges, supplier shortages, illness, or Force Majeure (acts of God).

3.2 Compensation: The Company is not liable for any financial loss or inconvenience caused by delays. Delays do not entitle the Customer to discounts or the right to cancel without paying for labor and parts already accrued.

4. Warranty and Liability

4.1 Coverage: We offer a 30-day limited warranty on labor. The carbon-copy booking sheet acts as your warranty card; loss of this document voids the warranty.

4.2 Exclusions: This warranty does NOT cover:

“Quick-fix” requests or high-risk glue repairs (advised at booking).
Manufacturing flaws or design defects inherent to the instrument.
Fret buzz resulting from aggressive playing techniques.
Reasonable wear and tear or Force Majeure.
4.3 Voiding the Warranty: The warranty is void if the Customer or a third party adjusts the setup (e.g., truss rod or action adjustments) after collection.
4.4 Conduct: The Company reserves the right to void warranties or refuse service in cases of harassment or unprofessional conduct toward staff.

5. Mechanical and Physical Limitations

5.1 Feasibility: Repairs are subject to the laws of physics. If a Customer requests a setup that exceeds the mechanical limits of the instrument (e.g., ultra-low action on a vintage radius), the Company will advise against it.

5.2 Waiver: If a Customer insists on a setup against our professional recommendation, the work is provided without warranty and without a guarantee of buzz-free performance.

6. Damage and Loss

6.1 Standard of Care: We treat all instruments with professional care. In the event of accidental damage, the Company will notify the Customer immediately.

6.2 Claims: Any claims regarding damage must be supported by evidence that the damage was not present at the time of drop-off.

6.3 Total Loss: In the unlikely event of total loss while in our possession, compensation will be limited to the current market value of the instrument.

7. Logistics and Couriers

7.1 Shipping Costs: All shipping costs to and from the Company are the sole responsibility of the Customer.

7.2 Liability: The Company is not liable for damage or loss incurred during transit via third-party couriers.

7.3 Customer Responsibility: For inbound shipments, the Customer must ensure the instrument is packed securely, loose parts are removed, and all contact/return details are included within the package.

8. Media and Data Protection

8.1 Promotion: The Company reserves the right to photograph instruments for promotional use on social media and our website. Leaving an instrument with us constitutes consent.

8.2 Data: We do not sell customer data. However, we may record correspondence and utilize 24/7 CCTV/audio surveillance for security and as evidence of work/agreements.

9. Security and Conduct

9.1 Zero Tolerance: Any form of violence, racism, or discriminatory behavior will result in an immediate ban and, where necessary, police involvement.

9.2 Surveillance: Premises are monitored by 24/7 video and audio recording. Evidence will be used to prosecute theft or fraud to the full extent of the law.

10. Mobile Services

10.1 Bench Fees: Assessments are not performed at the Customer’s location. If a Customer utilizes our collection/drop-off service but decides not to proceed with work, a £30 minimum bench fee plus shipping/delivery costs will apply.

Governing Law: These terms are governed by English Law. Booking an instrument with ONGuitarWorkshop constitutes a full legal agreement to these terms and conditions.