VAHANXPERT SERVICES

1. Purpose

This Policy establishes the process by which VahanXpert Services obtains, records and manages customer approval for vehicle repairs, replacement of parts and additional work discovered during inspection or while the vehicle is under repair. The objective is to maintain a clear record of the approved repair scope, estimated charges and subsequent changes.

2. Scope

This Policy applies to all vehicle servicing and repair activities undertaken by VahanXpert Services, including mechanical and electrical repair, AC repair, battery work, wheel alignment, tyre services, denting-painting, accidental repair, vehicle washing where paid work is involved, modifications/customization, breakdown assistance and insurance-related repair work.

3. Initial Repair Approval

• Repair work should ordinarily be undertaken within the scope recorded in the approved job card or estimate.
• The Customer or other authorised payer/representative may approve the proposed work through a signed document, written communication, digital approval, email, WhatsApp or another verifiable method.
• The approval record should identify the vehicle/job card and, where reasonably practicable, the principal work and estimated charges.
• Approval of an estimate does not prevent a revised approval where additional work is subsequently identified.

4. Approval Authority

Approval should be obtained from the vehicle owner, customer, authorised representative, insurer/surveyor where applicable, or another person demonstrably authorised to approve the relevant work. Where a person other than the registered owner brings the vehicle, the Garage may request reasonable confirmation of authority where appropriate.

5. Additional Work

• Additional work means work outside the originally approved scope or work arising from a newly identified defect or changed repair requirement.
• The Service Advisor or authorised workshop representative should communicate the reason for the additional work and the estimated additional cost before proceeding, where reasonably practicable.
• Additional work should be recorded against the existing job card or a linked supplementary approval.
• Where the Customer declines additional work, the refusal may be recorded together with any relevant recommendation or safety observation.

6. Emergency or Immediate Action

Where immediate action is reasonably necessary to prevent further damage to the vehicle or address an apparent safety risk, and the Customer cannot reasonably be contacted, VahanXpert Services may take proportionate action consistent with the circumstances. The reason, work performed and associated cost should be documented and communicated to the Customer as soon as reasonably practicable.

7. Cost and Estimate Changes

• If the additional work changes the expected cost materially, a revised estimate or supplementary estimate should be provided where reasonably practicable.
• The revised amount should identify the additional parts, labour, consumables, taxes or other applicable charges.
• A change in price due to parts availability or a change in technical requirements should be communicated before procurement or installation where reasonably practicable.
• The final invoice should reflect the work actually authorised and performed, subject to applicable insurance or third-party payment arrangements.

8. Insurance and Cashless Repair Approval

• Insurance repairs may require approval from the insurer, surveyor or other authorised claims representative.
• Insurer approval may cover only specified parts, labour or repair items and may be subject to deductibles, depreciation, exclusions and policy conditions.
• Customer approval may be required for non-payable items, deductibles, depreciation, additional repairs and work outside insurer approval.
• The Garage does not guarantee claim approval, cashless settlement or the amount payable by an insurer.

9. Parts Replacement Authorization

• Replacement of major or material parts should be within the approved repair scope or separately authorised.
• Where an alternative part is proposed because the originally estimated part is unavailable, the Customer or applicable authorised party should be informed where the change materially affects price, specification or warranty.
• Part replacement records should be linked to the job card, estimate or invoice where practicable.

10. Customer Communication

Approvals and material repair updates may be communicated through phone, SMS, WhatsApp, email, digital workshop software or other available channels. Where approval is obtained verbally, the Garage should record the date, time, person providing approval, scope approved and the staff member receiving the approval, wherever practicable.

11. No Unauthorised Material Work

The Garage should not ordinarily perform material additional chargeable work merely because it appears beneficial or technically desirable. Where prior approval is reasonably practicable, the approval should be obtained before the additional work is commenced.

12. Customer Declines Recommended Repair

• A Customer may decline a recommended repair, subject to applicable safety and legal considerations.
• The declined recommendation may be recorded in the job card or service record.
• Where a declined repair creates a material safety concern, the Customer should be informed of the concern and the relevant record should be maintained.
• The Garage may decline to release or road-test a vehicle where doing so would create a reasonably apparent serious safety or legal issue, subject to applicable law and circumstances.

13. Quality Check After Approved Work

• After completion, the workshop should verify the approved work to the extent reasonably appropriate.
• A road test may be performed where necessary for diagnosis or verification and subject to applicable safety requirements.
• Any material unresolved issue identified during final checking should be communicated before delivery where reasonably practicable.

14. Final Invoice and Reconciliation

• The final invoice should be reconciled with the approved scope and approved additional work.
• Material differences between the final invoice and the approved estimate should be explained where reasonably practicable.
• Customer-paid and insurer-paid components should be distinguishable where applicable.
• Outstanding amounts must be settled according to the applicable payment terms before ordinary vehicle handover.

15. Record Keeping

• The Garage may retain estimates, approvals, revised estimates, photographs, job cards, communication records, parts records and invoices for service history, warranty, insurance, complaint handling, audit and legal/compliance purposes.
• Records should be maintained in a manner that supports traceability to the relevant vehicle and job card.
• Access to approval and customer records should be limited to authorised personnel according to operational need.

16. Customer Responsibilities

• Review the proposed repair scope and estimated charges before giving approval.
• Provide timely responses when additional approval is requested.
• Ensure that the person approving work is authorised to do so.
• Provide accurate contact information so that approval requests can be communicated.
• Pay applicable amounts for authorised work that is not covered by an insurer or other third party.

17. Dispute and Escalation

If the Customer disputes whether a repair was approved, the Garage should review the job card, estimate, written/digital approval, communication records, photographs and invoice. The matter may be escalated to authorised management for review and resolution. Where appropriate, the Customer may be provided with the relevant approval record, subject to privacy and confidentiality considerations.

18. Privacy and Confidentiality

Customer contact information, vehicle records, photographs, repair approvals and communication records shall be handled for legitimate workshop, service, billing, insurance, security, dispute-resolution and legal/compliance purposes, subject to applicable law and VahanXpert Services' privacy practices.

19. Policy Exceptions

Any exception to this Policy should be approved by authorised management and, where material, documented with the reason for the exception. Insurance, legal, safety or manufacturer requirements may require additional approval procedures.

20. Policy Review

This Policy shall be reviewed periodically and may be updated based on operational experience, customer feedback, insurance processes, technology changes or applicable legal requirements.

21. Business Contact

22. Document Control