✦ Compliance & Standards
VahanXpert Official Policy Directory
Explore our comprehensive framework of 35 operational, safety, customer protection, and workshop governance policies designed to ensure transparent and reliable car care.
Showing 35 of 35 Policies
01Safety & Workshop
CCTV Surveillance & Security Recording Policy
- CCTV may be used for workshop, vehicle and asset security.
- Access to CCTV recordings is restricted to authorised persons.
- Relevant footage may be preserved for incidents, insurance or legal requirements.
- Unauthorised sharing or misuse of CCTV footage is prohibited.
02Customer & Privacy
Complaint, Grievance & Dispute Resolution Policy
- Customers may raise complaints regarding service, billing, repairs or delays.
- Complaints are recorded and reviewed through an appropriate process.
- Material or unresolved complaints may be escalated to management.
- Customers are provided appropriate channels for grievance resolution.
03Customer & Privacy
Customer Promotional Communication & Marketing Consent Policy
- Promotional messages may include offers, service reminders and membership benefits.
- Approved communication channels are used where applicable.
- Appropriate opt-out mechanisms may be provided.
- Customer contact information is not used for unauthorised marketing.
04Vehicle Movement
Customer Vehicle Damage & Incident Reporting Policy
- Vehicle condition and relevant incidents should be documented.
- Damage or incidents identified during service are reported appropriately.
- Customers may be notified regarding material incidents.
- Relevant records and evidence may be preserved for review.
05Vehicle Movement
Customer Vehicle Pickup, Delivery & Transportation Policy
- Pickup and delivery are handled through authorised personnel.
- Vehicle condition and keys are checked during movement.
- Transportation follows applicable safety procedures.
- Delivery is made to the Customer or authorised representative.
06Safety & Workshop
Environmental & Used Oil / Waste Disposal Policy
- Used oil, fluids, batteries, tyres and workshop waste are segregated.
- Hazardous and contaminated materials are handled appropriately.
- Waste is stored and transferred through suitable channels.
- Automotive fluids must not be discharged into drains, soil or open ground.
07Customer & Privacy
Garage Services Terms & Conditions Policy
- Defines the general terms applicable to garage services.
- Covers service estimates, approvals and customer responsibilities.
- Explains repair, payment and vehicle handover conditions.
- Applicable warranty and service conditions are addressed.
08Claims & Billing
Insurance / Cashless Claim Coordination Policy
- VahanXpert may coordinate with insurers and surveyors where authorised.
- Claim approval remains subject to the applicable insurance policy.
- Cashless repair may still involve Customer payment obligations.
- Deductibles, depreciation and non-payable items may apply.
09Claims & Billing
Membership & Coupon Book Terms, Offer & Validity Policy
- Defines membership and coupon book validity conditions.
- Explains coupon redemption and usage restrictions.
- Coupons and benefits are subject to applicable offer conditions.
- Expired or misused coupons may not be accepted.
10Claims & Billing
Payment, Billing & Invoice Policy
- Invoices are generated through authorised systems or personnel.
- Customer payments are accepted through authorised channels.
- Employees must not direct Customers to personal payment accounts.
- Billing, refunds and payment records are reconciled appropriately.
11Claims & Billing
Refund & Cancellation Policy
- Cancellation requests are handled according to applicable service terms.
- Refund eligibility may depend on work completed and parts ordered.
- Refunds should ordinarily use traceable authorised channels.
- Insurance and payment status may affect cancellation handling.
12Customer & Privacy
Repair Approval & Additional Work Authorization Policy
- Customer approval is obtained before applicable repair work.
- Material additional work or cost should be communicated.
- Approvals may be signed, digital or through authorised communication.
- Unauthorised material work should not be performed.
13Parts & Warranty
Repair & Parts Warranty Policy
- Warranty may apply to eligible repair work and spare parts.
- Warranty conditions and exclusions are applicable.
- Manufacturer or supplier warranty terms may also apply.
- Warranty claims may require inspection and supporting records.
14Parts & Warranty
Spare Parts Inventory & Stock Management Policy
- Parts inventory is recorded and appropriately stored.
- Stock movements and parts issued to vehicles are tracked.
- Defective or damaged stock is segregated where required.
- Inventory may be periodically counted and reconciled.
15Parts & Warranty
Spare Parts Procurement, Replacement & Return Policy
- Parts are selected according to vehicle and repair requirements.
- Customer approval may be required before procurement.
- Defective or incorrect parts are handled through applicable procedures.
- Unused parts may be returned subject to applicable conditions.
16Safety & Workshop
Staff / Technician Code of Conduct Policy
- Staff are expected to act professionally and honestly.
- Customer information and property must be handled confidentially.
- Unauthorised vehicle use, payment diversion and record manipulation are prohibited.
- Workshop safety and operational procedures must be followed.
17Vehicle Movement
Vehicle Abandoned / Uncollected Vehicle Policy
- Defines the process for vehicles not collected after service or inspection.
- Requires documented customer contact attempts and written notices where appropriate.
- Explains vehicle storage, customer property protection and release procedures.
- Prohibits unauthorised sale or disposal of customer vehicles.
18Vehicle Movement
Vehicle Damage, Loss & Incident Reporting Policy
- Defines the process for reporting and investigating vehicle damage or loss.
- Covers accidents, missing property, keys, documents and security incidents.
- Explains customer notification, evidence preservation and incident investigation.
- Outlines claim review, corrective action and staff responsibilities.
19Vehicle Movement
Vehicle Delivery & Handover Policy
- Defines final vehicle inspection and quality checks before delivery.
- Covers final invoicing, payment verification and insurance-related handover.
- Explains key, document and accessory handover procedures.
- Outlines delivery disputes, pending work and post-service concerns.
20Vehicle Movement
Vehicle Inspection, Road Test & Test Drive Safety Policy
- Defines safety checks and authorisation for vehicle road tests.
- Covers diagnostic testing, route limits and safe driving practices.
- Explains accident reporting, damage assessment and record keeping.
- Sets requirements for driver competence, customer consent and privacy.
21Vehicle Movement
Vehicle Job Card & Work Authorization Policy
- Defines vehicle intake, job card creation and condition recording.
- Covers initial estimates and approval for additional repair work.
- Explains insurance job records, spare parts tracking and job closure.
- Sets requirements for customer approvals, record integrity and privacy.
22Vehicle Movement
Vehicle Key, Customer Property & Vehicle Custody Policy
- Defines vehicle key recording, secure storage and authorised access.
- Covers customer property, vehicle documents and removable accessories.
- Explains vehicle custody, parking, pickup, delivery and final handover.
- Sets responsibilities for missing property, incidents and confidentiality.
23Vehicle Movement
Vehicle Pickup, Delivery & Transportation Safety Policy
- Defines authorised vehicle pickup, delivery and transportation procedures.
- Covers vehicle condition checks, keys, documents and safe driving.
- Explains towing, breakdowns, accidents and transportation incidents.
- Sets customer, driver and transportation partner responsibilities.
24Vehicle Movement
Vehicle Pickup, Delivery & Transportation Safety Policy
- Pickup and delivery are performed by authorised personnel.
- Vehicle condition and keys are checked before movement.
- Transportation follows safe driving and towing procedures.
- Delivery condition is verified with the receiving person.
25Customer & Privacy
Vehicle Repair & Parts Warranty Policy
- Explains warranty coverage for repair workmanship and spare parts.
- Covers warranty claims, inspection, exclusions and replacement parts.
- Defines customer responsibilities and manufacturer/supplier warranty terms.
- Outlines dispute escalation, records and applicable statutory rights.
26Data Privacy
Vehicle Service & Customer Data Privacy Policy
- Customer and vehicle information is collected for legitimate purposes.
- Service and payment records are handled confidentially.
- Access to customer data is restricted to authorised purposes.
- Customer information is protected against unauthorised disclosure.
27Customer & Privacy
Vehicle Service Estimate, Customer Approval & Job Card Policy
- An estimate is prepared before applicable chargeable work.
- Customer approval is obtained before authorised repairs.
- Additional work or cost should be communicated appropriately.
- Job cards connect inspection, approval, repair and billing records.
28Parts & Warranty
Vehicle Service Warranty & Workmanship Warranty Policy
- Explains workmanship warranty and spare-parts warranty conditions.
- Covers warranty claims, inspection, diagnosis and common exclusions.
- Defines customer responsibilities and third-party repair considerations.
- Outlines warranty decisions, documentation and customer review options.
29Parts & Warranty
Vehicle Spare Parts Procurement, Genuine Parts & Parts Replacement Policy
- Explains spare parts sourcing, compatibility and part verification.
- Covers genuine, OEM-equivalent, aftermarket and customer-provided parts.
- Defines customer approval, pricing, installation and quality checks.
- Outlines warranty support, traceability and replacement procedures.
30Vehicle Movement
Vehicle Test Drive & Road Test Policy
- Road tests are performed only for authorised service purposes.
- Pre-test vehicle checks are completed where applicable.
- Safe driving and route requirements must be followed.
- Accidents, breakdowns or damage during testing are reported.
31Safety & Workshop
Vehicle Washing, Cleaning, Detailing & Customer Property Protection Policy
- Vehicle cleaning and detailing follow applicable service procedures.
- Vehicle surfaces and interiors are handled with reasonable care.
- Customer belongings are protected during cleaning activities.
- Any damage or incident identified during the process is reported.
32Parts & Warranty
Vendor & Supplier Management Policy
- Defines vendor selection, due diligence and onboarding procedures.
- Covers purchasing approvals, pricing and conflict-of-interest controls.
- Outlines supplier quality checks, delivery, invoices and warranty returns.
- Establishes vendor performance monitoring and suspension procedures.
33Safety & Workshop
Workshop Fire Safety, Emergency Response & Evacuation Policy
- Fire prevention and safe storage of flammable materials
- Emergency alarms, evacuation routes and assembly procedures
- Vehicle fires, electrical emergencies and chemical spills
- Fire equipment maintenance, training and incident reporting
34Safety & Workshop
Workshop Health, Safety & Fire Prevention Policy
- Workplace safety, PPE and vehicle lifting procedures
- Electrical, battery, fuel and chemical safety
- Fire prevention, extinguishers and emergency evacuation
- First aid, incident reporting, training and maintenance
35Safety & Workshop
Workshop Tools, Equipment & Machinery Safety and Maintenance Policy
- Workshop equipment is used only by authorised personnel.
- Tools and machinery should be inspected before use.
- Defective equipment should be isolated and reported.
- Maintenance, calibration and safety records should be maintained.