Refund & Service Policy

Last updated: March 1, 2026

This policy outlines how Hardinge Repair handles billing disputes, concerns about completed service, and requests related to charges. We aim to resolve any concerns fairly and directly.

1. Nature of Automotive Service

Automotive repair is a labour-intensive service. Unlike products, completed mechanical work cannot be "returned" in the traditional sense — once labour is performed, that time and expertise has been applied to the vehicle. This policy reflects those practical realities while establishing clear expectations for how concerns are handled.

2. Authorization and Estimates

Hardinge Repair does not perform work without customer authorization. Before beginning any repair:

• A written or verbal estimate will be provided.
• Work proceeds only after you authorize it.
• If additional work is found necessary during the repair, we will contact you before proceeding with anything beyond the original scope.

If you have questions about an estimate before authorizing work, please ask — we want the process to be clear before we begin.

3. Service Concerns and Comebacks

If you believe a repair we performed has not addressed the original concern, or if a new issue has appeared that you believe may be related to our work, please contact us as soon as possible. We take these concerns seriously and will:

• Review the original work order and diagnosis
• Inspect the vehicle at no charge to determine whether the concern is related to the service performed
• If the issue is reasonably attributable to our work, we will correct it at no additional charge

This process applies to issues identified within a reasonable time and mileage of the original repair. What constitutes "reasonable" depends on the nature of the work, and will be discussed with you directly.

4. Billing Disputes

If you believe you have been charged incorrectly — for example, for work not performed or parts not installed — please bring this to our attention promptly. We will review the invoice against the work order and, where an error has occurred, will issue a correction or credit accordingly.

We ask that disputes be raised within 30 days of the invoice date.

5. Refunds

Refunds may be issued in the following circumstances:

• A billing error occurred and you were overcharged
• A part was ordered but the repair was cancelled before the part was used, and the part can be returned to our supplier
• We were unable to complete a service for reasons within our control

Refunds are generally not available for:

• Completed diagnostic work, regardless of whether a subsequent repair is authorized
• Labour that was correctly performed according to the authorized estimate
• Parts that have been installed in the vehicle
• Special-order parts that cannot be returned to our supplier

6. Diagnostic Fees

Diagnostic work involves time and equipment, and a diagnostic fee may apply regardless of whether subsequent repair work is authorized. This will be communicated upfront. In many cases, the diagnostic fee is applied toward the repair if work proceeds.

7. How to Raise a Concern

If you have a billing or service concern, please reach out directly:

Hardinge Repair
81 Chilco Ridge Pl, Victoria, BC V9B 5Z7
Phone: +1 250-203-1221
Email: [email protected]

We prefer to resolve concerns directly and promptly. Please include your name, vehicle information, invoice number if available, and a description of your concern.

8. Consumer Rights

Nothing in this policy is intended to limit your rights under applicable British Columbia or Canadian consumer protection legislation, including rights under the Business Practices and Consumer Protection Act (BC).