Payment Terms & Credit Policy
Duendellure Auto Design Ltd

Purpose
Set out payment terms, credit arrangements, invoicing, late payment procedures and how payments
interact with the Company’s policies.
Scope
Applies to all Clients, directors, employees, contractors and subcontractors for vehicle design,
modification, repair, detailing, storage or related services.
This Policy Aligns with these Policies:
- Terms of Service
- Complaints & Dispute Resolution Policy
- Subcontractor Policy
- Breach Response Plan
- Deposit Policy Agreement
- Vehicle Custody & Storage Policy
- Insurance & Liability Policy
- Damage Policy & Agreement
- Cancellation & Unfinished Work Policy
- Data Protection & Privacy Policy
- Advertising Agreement
- Health & Safety Policy
- 1Year Vehicle Design Workmanship & Materials Warranty

1. Quoting and Acceptance
- Quotes issued per Terms of Service. Acceptance creates the Contract subject to these Payment Terms
and Deposit Policy. Quotes indicate whether design job (single final invoice) or cleaning/detailing
(fixed price subject to variability).
2. Deposits, Bookings and Materials
- Deposits per Deposit Policy. Booking confirmed when Deposit cleared and required Materials
ordered/arrived (see Deposit Policy and Terms of Service).
3. Payment terms
- Design jobs: final invoice issued on completion; payable on presentation. (Vehicle Custody & Storage
Policy). Payment methods as stated on invoice. Staged works payable per agreed schedule; cleared
payment for stage triggers stage warranty where applicable (Warranty Policy).
- Cleaning/detailing: payable on completion before release.
- Credit Accounts: available only by written application and Credit Agreement per clause 4 below and
subject to Director approval.
4. Credit Accounts and default procedures
- Credit Accounts issued upon application, credit checks and signed Credit Agreement per Terms of
Service and Credit Policy section (see Subcontractor Policy for subcontractor credit where applicable).
Credit limits and payment intervals documented in Credit Agreement. Company may
suspend/withdraw credit for breach, missed payments or insolvency.
5. Invoicing and statements
- Invoices will state job refs, parts, VAT, Deposit allocation and due date. Statements provided for
Credit Accounts on request.
6. Late payment, interest and remedies
- Late payment may attract interest at 8% above Bank of England base rate calculated daily plus
recovery costs. Company remedies include withholding release, suspending work, withholding future
services, refusing credit, pursuing legal remedies and exercising lien/retention per Vehicle Custody &
Storage and Deposit Policies. Recovery actions handled per Complaints & Dispute Resolution Policy
for disputes.
7. Retention of title, setoff and refunds
- Retention of title applies to supplied parts/goods until full payment. Company may set off mutual
debts. Refunds follow Deposit Policy and Cancellation Policy; refunds net supplier/restocking fees
where applicable.
8. Interaction with other policies
- Unfinished Work/Cancellation: refunds/deposits as per Deposit Policy & Cancellation Policy.
- Damage claims affecting invoices: follow Damage Policy & Agreement and Insurance Policy
procedures; preserve evidence (Intake photos, CCTV, Incident Log) and resolve per Complaints
Policy.
- Warranty: warranty claims and invoice adjustments governed by Warranty Policy.
- Subcontracted work: subcontractor charges may appear on Client invoice; subcontractor insurance
and liability per Subcontractor Policy and Insurance Policy.
9. Disputed invoices and resolution
- Raise disputes in writing within 14 days. Acknowledge within 5 business days, investigate with
reference to Job file, Intake records and CCTV (if needed) per Damage and Vehicle Custody Policies.
Undisputed amounts remain payable. Escalation per Complaints & Dispute Resolution Policy.
10. Special and high-risk work
- For high value or experimental work require higher Deposits, staged payments, certified funds or
proof of client insurance per Insurance & Liability Policy and Terms of Service.
11. Insolvency, termination and enforcement
- Insolvency events: Company may suspend work, require immediate payment and notify
insurers/advisors. On termination for breach outstanding sums immediately due.
12. Payment data security and breach handling
- Payment data handled per Data Protection & Privacy Policy and PCI obligations. Suspected/actual
payment data incidents handled via Breach Response Plan; notify insurers and regulators where
required.
13. Recordkeeping and audit
- Maintain invoice, payment, Deposit, credit agreement and recovery records per Data Protection
Policy retention schedules. Allow audit where required.
14. Roles & responsibilities
- Directors: approve credit, oversee disputes and significant recoveries.
- Finance/Workshop Manager: issue invoices, manage collections and liaise on disputes.
- All staff: follow intake/payment procedures and report payment issues.
15. Communication and disclosure
- Disclose payment terms, credit availability and Company insurance/limits at intake and on
Quotes/Job Sheets per Terms of Service and Vehicle Custody Policy.
16. Review and governing law
- Policy reviewed annually or after material change. Governing law: Scots law.

Approved by Directors - 15/10/2025
Director approval
Tyler Phosungnoen
Lee Sinclair

Directors & Business Contact:
Duendellure Auto Design Ltd - 07510 915778
Tyler Phosungnoen - 07879 396826
Lee Sinclair - 07464 000703
Business Workshop Lead & Management:
Director / Lee Sinclair
Business Operations Lead & Management:
Director / Tyler Phosungnoen

End of policy.

Data Protection & Privacy Policy
Duendellure Auto Design Ltd

1. Introduction
Duendellure Auto Design Ltd (“Duendellure”, “we”, “us”, “our”) is committed to lawful, transparent
and secure processing of personal data. This Policy explains what personal data we collect, why and
how we use it, how we protect it, individuals’ rights, cross-references to related Company policies and
how to contact us. Governing law: Scots law.
2. Scope and cross-references
This Policy applies to all personal data we process for clients, prospects, suppliers, subcontractors,
contractors, visitors and staff via website, social media, phone, SMS, WhatsApp Business, email, in
person, CCTV or other channels. Read alongside and apply cross-references to:
- Vehicle Custody & Storage Policy (intake, CCTV, key logs, Incident Log, release/handover
procedures);
- Damage Policy & Agreement (evidence preservation, damage investigation, notification timelines);
- Insurance & Liability Policy (insurance disclosures, claims handling, Insurance Register);
- Deposit Policy Agreement (deposit handling, retention, offsets, lien/notice templates);
- Cancellation & Unfinished Work Policy (cancellations, Unfinished Work, refunds and rebooking
rules);
- Advertising Agreement (separate signed agreement required for marketing media use);
- Health & Safety Policy (client briefings, emergency procedures, onsite processing and H&S incident
reporting);
- Payment Terms & Credit Policy (invoicing, payment records, debt recovery and retention of title);
- 1Year Vehicle Design Workmanship & Materials Warranty (warranty claims, evidence and retention
for claims).
Cross-references must be used when handling Intake records, CCTV extracts, Incident Log entries,
marketing media, payment/deposit records and insurer/subcontractor interactions.
3. Data categories collected
- Contact and identification: name, address, email, phone, ID where required for verification.
- Vehicle/job data: registration, make/model, odometer, vehicle value/type, job details,
photographs/videos for estimates, evidence and records.
- Payment/invoicing: invoicing address, bank transfer refs, receipts; we do not store full card numbers
(we use PCI compliant providers).
- Communications: emails, WhatsApp/Facebook/TikTok/Instagram messages, SMS, call
recordings/voicemails where lawful.
- CCTV footage: images captured on premises.
- Sensitive/voluntary data: health/accessibility info, PINs/security codes only if expressly authorised
(treated as high security data).
- Marketing consent: separate signed Advertising Agreement records; do not capture marketing
consent on intake unless the Advertising Agreement is completed.
4. Purposes and lawful bases
We process data for:
- Contract performance: to provide/manage services, bookings, repairs, parts ordering and billing
(Vehicle Custody, Payment Terms, Warranty).
- Legitimate interests: premises security, evidence preservation, fraud prevention, claims handling,
debt recovery and operational management (documented Legitimate Interest Tests).
- Legal obligations: tax, accounting, RIDDOR and statutory reporting.
- Consent: marketing/media use only where Advertising Agreement signed. Consent may be
withdrawn (does not affect prior lawful processing).
- Legal claims/public interest: disclosure to insurers, law enforcement or legal advisors when
required (Insurance Policy, Damage Policy).
5. Intake records, Job files and Incident Log
- Intake records (photos, odometer, key log, client instructions, signed insurance disclosure) are core
business evidence (Vehicle Custody & Storage Policy, Insurance & Liability Policy, Damage Policy).
Link Intake records to Job files and the Insurance Register and preserve per retention rules.
- Marketing consent must be obtained only via the Advertising Agreement and stored in the Job file.
6. CCTV: use, retention and access
- Purpose: premises security and incident evidence (Vehicle Custody & Storage Policy). Notices
displayed; lawful basis: legitimate interests.
- Retention: default retention 30 days. Extend retention only where required for incident
investigation, insurer request, legal process or law enforcement — record extension reason and link
to Incident Log/Job file.
- Access/disclosure: release CCTV extracts only to authorised staff, insurers, police or under lawful
process; record all disclosures in the Incident Log.
7. Marketing media and the Advertising Agreement
- Separate Advertising Agreement is required for marketing use of vehicle photos/videos. Marketing
media are taken only after the Advertising Agreement is signed. The Agreement controls scope,
duration (5 years), number plate/name display preferences and withdrawal. Store Agreement in Job
file and follow its terms for use, edits and withdrawal. See Advertising Agreement and Vehicle Custody
& Storage Policy §11.
8. Data sharing and processors
- We share personal data only as necessary with insurers, legal advisors, police, subcontractors, parts
suppliers, payment processors, hosting/email providers and debt recovery agents. Processors act
under contract with security/confidentiality obligations.
- Subcontractor transfers: ensure subcontractor insurance and contractual safeguards and log
transfers in Job file (Vehicle Custody & Storage Policy, Insurance & Liability Policy).
9. International transfers
- If data is transferred outside the UK, we will implement appropriate safeguards (UK adequacy, SCCs
or other lawful mechanisms) and document the transfers.
10. Retention schedules
- Job files, Intake media and Incident Log: minimum 2 years, normally up to 7 years from completion,
or longer where warranty/claim/insurer/legal requirement exists (Warranty, Insurance, Damage
Policies).
- CCTV: 30 days default (see §6).
- Accounting/tax records: statutory retention (e.g. 6+ years).
- Advertising Agreements/marketing consents: retained for the licence period and reasonable
evidence thereafter.
11. Security and technical measures
- Controls: role-based access, strong passwords, device encryption, secure backups, network controls,
antivirus, physical security for Job files and key cabinets. Treat PINs/security codes and volunteered
sensitive data as high security items.
- Access limited to authorised personnel (Insurance Lead, Workshop Manager, Finance) and lawful
third parties.
12. Data subject rights and procedures
- Rights: access, rectification, erasure, restriction, object (including to legitimate interest processing),
portability and withdraw consent. Requests: in writing to contact in §20. Verify identity; respond
within statutory timeframes; apply lawful exemptions (e.g. ongoing claim or legal obligation).
- Marketing objections: cease further marketing use promptly; Advertising Agreement withdrawal
prevents further use but published material may remain.
13. SARs, insurer/third-party requests and disclosures
- SARs: verify identity, search Job file/Incident Log/Insurance Register, respond within one month
(extend if complex). Log SARs and responses.
- Insurer/police/legal requests: validate lawful basis and requester identity; disclose only necessary
data; record disclosures in Incident Log/Job file.
14. Data breaches and incident response
- Follow Breach Response Plan: contain, assess risk, notify ICO and affected individuals where
required (ICO within 72 hours where feasible). Log breaches, remedial steps and communications in
the Incident Log and Breach Register. Coordinate with Insurance Lead for insurer notifications
(Insurance Policy).
15. DPIAs, Legitimate Interest Tests and training
- Conduct DPIAs for high-risk processing (CCTV changes, large marketing projects, cross border
transfers). Document Legitimate Interest Tests where relied upon. Provide mandatory data protection
training for staff handling Intake records, CCTV, Job files, Incident Log, marketing media and
insurer/subcontractor liaison. Keep training records.
16. Recordkeeping, audits and compliance
- Maintain records of processing activities (categories, purposes, recipients, retention, safeguards).
Audit Job files, CCTV retention, Incident Log completeness, processor contracts and Advertising
Agreement usage. Report findings to Directors.
17. Cross policy interactions and operational notes
- Vehicle Custody & Storage Policy: follow Intake, CCTV, key log, evidence preservation and release
procedures; do not record marketing consent on Intake — use Advertising Agreement.
- Damage Policy & Agreement: preserve Intake photos/CCTV/Incident Log per investigation timelines;
extend retention as necessary and record reasons.
- Insurance & Liability Policy: store insurance disclosures and Insurance Register entries; follow
insurer instructions where applicable and document reconciliations.
- Deposit Policy & Cancellation Policy: process deposit retention, refund and setoff records per those
policies and retain supporting evidence in Job file.
- Payment Terms & Credit Policy: retain invoices, Deposit allocations, credit agreements and collection
correspondence per retention schedule; disclose payment data to debt recovery/legal as required.
- Advertising Agreement: marketing media processing only under that Agreement; store Agreement in
Job file and follow its choices for number plate/name display.
- Health & Safety Policy: client briefing acknowledgements and H&S incident data collected on site are
Job file records and handled per this Policy and H&S procedures.
- Warranty Policy: retain evidence and Job file records to support warranty claims and investigations.
18. Children and vulnerable data subjects
- Services primarily to adults. For children/vulnerable persons obtain parental/guardian consent
where required and apply extra protections.
19. Complaints and supervisory authority
- Contact Duendellure Auto Design Ltd:
20 Knab Road, Lerwick, Shetland, ZE1 0AX
Email: duendellureuk@gmail.com
Phone: 07510 915778
- If dissatisfied you may complain to the Information Commissioner’s Office (ICO) or relevant
supervisory authority.
20. Changes, review and versioning
- Review at least annually or after material change. Material changes communicated to affected parties.

Approved by Directors - 15/10/2025
Director approval
Tyler Phosungnoen
Lee Sinclair

Directors & Business Contact:
Duendellure Auto Design Ltd - 07510 915778
Tyler Phosungnoen - 07879 396826
Lee Sinclair - 07464 000703

Business Workshop Lead & Management:
Director / Lee Sinclair
Business Operations Lead & Management:
Director / Tyler Phosungnoen

End of policy.

Cancellation & Unfinished Work Policy
Duendellure Auto Design Ltd

Purpose and scope
This Policy sets out Duendellure Auto Design Ltd’s procedures for cancellations, rescheduling,
suspension and Unfinished Work for vehicle interior design, cleaning, valeting and associated
services. It protects the Company and Clients, aligns with the Deposit Policy, Damage Policy &
Agreement, Insurance & Liability Policy, Data Protection & Privacy Policy and Vehicle Custody &
Storage Policy, and is governed by Scots law.

1. Definitions
- Booking: confirmed appointment or work instruction.
- Work: any service, repair, modification, valeting or related activity agreed with the Client.
- Unfinished Work: any Job or part of a Job not completed within agreed timeframes for reasons
including Company fault, supplier/parts delay, insurer/third-party processes, or Client
action/inaction.
- Start date: scheduled date/time for commencement.
- Completion notice: written notice from the Company that Work is complete and the Vehicle is ready
for collection.
- Nonrecoverable costs: bespoke parts, nonreturnable materials, specialist labour or other costs that
cannot be reclaimed.
2. Applicability
Applies to all Bookings, estimates and work orders unless a separately signed contract states
otherwise.
3. General principles
3.1 Company fault
- If Work is unfinished due to Company fault, the Company will, at its option: complete outstanding
Work at no cost, return the Vehicle to its original/safe condition, or reasonably compensate the Client.
Damage cases follow the Damage Policy & Agreement.
3.2 Not Company fault (including Client request to return Vehicle)
- If Unfinished Work arises for reasons outside Company control (Client request to return Vehicle,
insurer delay, parts supply, Client failure to authorise), the Client may request Vehicle return. The
Company will make the Vehicle road legal and safe at no charge were reasonably practicable. Full
restoration to prework condition may incur charges; the Company will provide an estimate and obtain
written Client authorisation before any paid restoration.
4. Client cancellations and rescheduling
- Notice and deposit outcomes (deposit windows aligned with Deposit Policy):
- More than 14 calendar days before Start date: deposit refundable less documented nonrecoverable
costs.
- 14 days–48 hours before Start date: Company may retain up to full deposit to cover lost labour and
documented nonrecoverable costs.
- Within 48 hours or no-show: deposit may be retained in full; Company may charge demonstrable
lost costs or reasonable administration fees.
- Rescheduling:
- One free reschedule if requested >7 days before Start date.
- Reschedules within 7 days or additional reschedules may incur a £50 administration fee or deposit
forfeiture.
- Jobs requiring ordered/bespoke parts may be treated as cancellations where procurement/booking
windows are affected.
- Transfers:
- Bookings may be transferred to another Vehicle or authorised representative with Company
approval; price/availability differences apply.
5. Company cancellations and delays
- Causes: emergencies, staff shortages, supplier failure, adverse weather, safety issues or other
operational reasons.
- Remedy: Company will give as much notice as practicable, offer an alternative Start date, refund
deposit or provide credit. If the Company cancels without reasonable notice and no acceptable
alternative is offered, a refund or agreed compensation (not exceeding deposit and demonstrable
reasonable costs) will be provided. Refunds will be paid to the original payment method within 14
business days of resolution.
6. Unfinished Work — causes and process
- Causes: awaiting Client/insurer authorisation, parts/supplier delays, hidden/preexisting damage,
Client failure to provide keys/documents/access, safety/statutory concerns.
- Process:
- Company will notify Client in writing of the reason, estimated additional time and any additional
costs that require authorisation.
- Work requiring extra authorised spend will not proceed without signed Client/insurer
authorisation. If no response is received within 14 days, the Company may place the Job on hold and
treat it as Unfinished Work.
- The first rebooking to complete Unfinished Work after an early return will be scheduled without
additional labour charge where reasonably practicable; subsequent rebooking's may attract fees.
7. Parts, suppliers and bespoke items
- Nonreturnable or bespoke parts ordered before cancellation may be charged to the Client or
deducted from any refundable deposit as nonrecoverable costs.
- Supplier lead-time delays do not constitute breach where the Company has taken reasonable
procurement steps; the Company will propose alternatives where available.
- Evidence standard for nonrecoverable costs and supplier delays (aligns with Damage & Insurance
policy):
- The Company will support any retention or invoice with contemporaneous evidence such as
supplier invoices/confirmations, proof of order, delivery records, photos of bespoke items, supplier
correspondence showing lead times or nonreturnable status, and internal procurement records.
- Where costs are retained from a deposit or charged to the Client, an itemised statement and the
supporting documents will be provided on request and retained in the Job file.
8. Handover, inspections and acceptance
- Completion notice will be issued on finish and Client asked to collect within the free holding period
(standard 7 calendar days).
- Client must inspect and notify Company in writing of visible defects within 48 hours of collection;
failure to do so constitutes acceptance of visible work.
- Hidden/latent defects reported after collection will be handled per the Damage Policy & Agreement
and any applicable warranty.
9. Storage, holding fees and prolonged non-collection
- Free holding period: 7 calendar days from Completion notice unless otherwise agreed.
- Holding/storage fees: £15 per day or £100 per week after free period.
- Prolonged non-collection: If Vehicle is uncollected 60 days after Completion notice and Client fails to
respond to at least 14 days’ further written notice, Company may exercise lien and disposal rights
consistent with Deposit Policy and Vehicle Custody & Storage Policy. Director approval required for
write-offs or sale above approval threshold.
10. Charges, offsets and invoicing for Unfinished Work
- If Unfinished Work results from Client default, Company may invoice for work performed to date and
nonrecoverable costs; deposits will be offset against those invoices.
- Holding/storage and reasonable administration fees may apply. Company may retain parts or
materials pending payment where lawful and proportionate.
- Refunds, where due, will be processed net of nonrecoverable costs, offsets, holding fees and agreed
extras and paid to the original payment method within 14 business days of resolution.
11. Insurance and insurer led delays
- Company will liaise with insurers per Insurance & Liability Policy. Insurer timeframes may extend
completion; the Company will keep Client informed.
- Insurer priority and instructions: where an insurer is the sole payor and gives express written
instruction regarding settlement, repair route or payment handling, the Company will follow the
insurer’s instruction to the extent lawful and consistent with insurer obligations. Where the insurer is
not the sole payor or where insurer instructions conflict with retained Client rights (for example set-off
of Client deposits against non-recoverable costs), the Company will seek to reconcile positions with the
insurer and Client and will document the reconciliation; Director/Insurance Lead approval will be
sought for material divergences.
12. Liability, warranties and remedial works
- Remedies for incomplete or defective Work are governed by the Damage Policy & Agreement and
Insurance & Liability Policy. Company errors will be corrected promptly; if Client fails to make the
Vehicle available for remedial work within agreed timescales, holding fees and other charges apply.
13. Communication, authorisations and recordkeeping
- All authorisations, variations, completions and notices must be in writing (email acceptable) and
recorded in the Job file. Records retained per Data Protection & Privacy Policy and Insurance &
Liability Policy retention schedules.
14. Dispute resolution and complaints
- Client must notify disputes about fees, Unfinished Work status or refunds in writing within 14 days
of the disputed notice. Company will investigate and respond within 10 business days and escalate to
the Complaints & Dispute Resolution Policy if unresolved. Agreed refunds after dispute resolution will
be paid within 14 business days to the original payment method.
15. Approvals, templates and monetary thresholds
- Monetary defaults (unless varied in writing): free holding period 7 days; holding/storage fees
£15/day or £100/week; reschedule fee £50; Client contribution/deductible £250; prolonged no
collection trigger 60 days; lien cure period 14 days’ written notice.
- Director approval threshold: write-offs or settlements > £5,000 require Director and Insurance Lead
signoff where insurance is involved.
- Required templates: booking confirmation (Start date, deposit, free holding period), Completion
notice, Unfinished Work/hold notice, parts order notification, invoice for work performed, lien/intent
to sell notice. Templates must reference policy sections and provide clear Client next steps.
16. Record retention and review
- Job records (estimates, authorisations, communications, photographs, supplier statements) retained
per Data Protection & Privacy and Insurance & Liability Policies.
- Policy review: annually from Effective date or earlier after a material incident, insurer requirement
or legislative change.
Cross-references
Read alongside Deposit Policy Agreement (§5–7), Damage Policy & Agreement (§3–7), Insurance &
Liability Policy and Vehicle Custody & Handover Policy for procedure detail, evidence requirements
and liabilities.

Approved by Directors - 15/10/2025
Director approval
Tyler Phosungnoen
Lee Sinclair

Directors & Business Contact:
Duendellure Auto Design Ltd - 07510 915778
Tyler Phosungnoen - 07879 396826
Lee Sinclair - 07464 000703

Business Workshop Lead & Management:
Director / Lee Sinclair
Business Operations Lead & Management:
Director / Tyler Phosungnoen

End of policy.

Deposit Policy Agreement - Vehicle Design
Duendellure Auto Design Ltd

Purpose and scope
This Deposit Policy Agreement (“Policy”) sets out Duendellure Auto Design Ltd’s (“Company”) terms
for booking deposits, refundable and nonrefundable amounts, holding fees, forfeiture triggers, offsets
(including for damage), lien and sale rights, and interactions with the Cancellation & Unfinished Work
Policy, Damage Policy & Agreement and Insurance & Liability Policy. Governing law: Scots law.

1. Definitions
- Deposit: amount paid to secure a booking or work instruction.
- Client contribution / Deductible: per claim contribution applied to damage remedies (£250).
- Booking Value: total quoted price for the job.
- Holding fee: periodic charge for storage beyond agreed collection date.
- Unfinished Work: work suspended or not completed per Cancellation & Unfinished Work Policy.
- Company Approval Thresholds: Director approval required for settlements or payments > £5,000.
2. When deposits are required
- Deposits are required to confirm bookings for fittings, bespoke interior design work, major valeting
contracts, parts on order or where the Company reasonably requires security for subcontractor
labour or bespoke materials.
- Standard deposit rate: 10% of Booking Value unless otherwise agreed in writing.
3. Refundable vs nonrefundable deposits
- Refundable deposit: refunded in full if Client cancels more than 14 calendar days before scheduled
start/collection, subject to deduction of documented nonrecoverable costs (e.g., ordered parts,
specialist hire).
- Nonrefundable deposit (or portion): applies when the Company has incurred nonrecoverable costs
prior to cancellation (e.g., bespoke parts ordered, nonreturnable materials, bespoke subcontractor
labour). The Company will provide an itemised statement of nonrecoverable costs where it intends to
retain part or all of a deposit.
- Where work proceeds the deposit will be credited against the final invoice.
4. Cancellation, rescheduling and transfer
- Cancellation by Client:
- More than 14 days before start/collection: full refund of refundable deposit less documented
nonrecoverable costs.
- 14 days or less before start: Company may retain the deposit in full to cover lost
labour/opportunity costs and nonrecoverable expenses.
- Within 48 hours of scheduled start: Company may retain the deposit and may seek additional
reasonable costs where demonstrable.
- Rescheduling:
- One reschedule more than 7 days before scheduled start permitted once without charge. Further
reschedules, or reschedules within 7 days of start, may incur an administration fee of £50 or deposit
forfeiture at Company discretion.
- Transfer:
- Deposits are transferable to a replacement booking within 6 months by prior written agreement of
the Company; any price difference for the new booking is payable by the Client.
5. Forfeiture, offsets and setoff
- The Company may forfeit deposit (whole or part) where:
- Client cancels within the forfeiture windows above;
- Client fails to provide required authorisations, parts or information causing delay or noncompletion
(see Cancellation & Unfinished Work Policy);
- Client breaches material contractual obligations (e.g., repeated failed payments, failing to collect the
vehicle after completion and notice).
- The Company may offset deposit against:
- Confirmed damage repair costs per Damage Policy & Agreement (net of Client
contribution/deductible);
- Outstanding invoices for the Job, including storage/holding fees, agreed extras and administration
fees.
- The Company will give written notice with an itemised statement of any offset or forfeiture and
retain supporting documents for Client review.
6. Holding, storage and late collection
- Completion notification will state collection deadline and free holding period. Standard free holding
period: 7 calendar days from completion notification unless otherwise agreed.
- Holding/storage fees after free period: £15 per day (or £100 per week) payable in advance on
collection; accrued fees must be cleared before release.
- Prolonged non-collection (60 days or more after written notice of completion) permits the Company
to follow lien and disposal procedures below after providing at least 14 days’ written notice.
7. Lien, sale and disposal
- If Client fails to pay outstanding invoices, holding fees or collect the Vehicle after notice, the
Company may exercise a possessory lien over the Vehicle and parts, subject to Scots law and any
statutory protections.
- Before sale/disposal the Company will:
- Send written notice to the Client’s last known contact details specifying outstanding sums, intention
to exercise lien and proposed disposal timetable;
- Allow at least 14 days from date of that notice for the Client to remedy the default.
- If default is not remedied the Company may sell the Vehicle/parts by commercial sale after taking
reasonable steps to obtain the best price practicable. Net proceeds will be accounted to the Client after
deduction of outstanding sums, sale costs and legally permitted charges. If net proceeds are
insufficient, the Client remains liable for the deficit.
- The Company will retain records of contact attempts, notices, sale process and accounting of
proceeds.
8. Interaction with Damage Policy, Insurance & Liability and Cancellation
- Deposits may be retained or offset to cover confirmed damage repair costs in accordance with the
Damage Policy & Agreement; the Client contribution/deductible of £250 applies where relevant.
- If insurer involvement is required, the Insurance Lead handles insurer engagement; deposit offsets
remain subject to insurer instructions where the insurer is the sole payor.
- Where unfinished or hidden damage prevents completion, Cancellation & Unfinished Work
procedures apply for estimates, authorisations and timelines; deposit treatment follows those
procedures and this Policy.
9. Accounting, approvals and director thresholds
- Any write-off, settlement or payment exceeding £5,000 requires Director approval and Insurance
Lead signoff where insurance is involved.
- Itemised statements for retained deposits, offsets and nonrecoverable costs will be documented in
the Job file and Incident Log per recordkeeping rules in the Insurance & Liability Policy.
10. Disputes, refunds and complaints
- If the Client disputes retention or offset of a deposit they must notify the Company in writing within
14 days of the forfeiture/offset notice. The Company will review and respond within 10 business days
and escalate under the Complaints & Dispute Policy if unresolved.
- Refunds, where due, will be paid within 14 business days of resolution or receipt of cleared funds if
further payment is required.
11. Recordkeeping and confidentiality
- All deposit records, itemised statements, correspondence, Job files and notices will be retained for
minimum 2 years and up to 7 years as required by Insurance & Liability and Data Protection & Privacy
Policy. Access to records is limited to authorised personnel and lawful third parties only.
12. Communication and templates
- Use standard templates for booking confirmation (including deposit amount, free holding period and
collection deadline), deposit refund/forfeiture notice, and lien/intent to sell notice. Templates must
reference relevant policy sections and provide clear next steps for the Client.
13. Monetary defaults (company defaults unless varied in writing)
- Standard deposit: 10% of Booking Value.
- Client contribution / deductible (Damage Policy): £250.
- Director approval threshold (write-off/settlement): > £5,000.
- Holding/storage fees after free period: £15 per day or £100 per week.
- Reschedule administration fee (when applicable): £50.
- Free holding period: 7 calendar days from job completion notification.
- Prolonged non-collection trigger: 60 days after written completion notice.
- Lien cure period before disposal: 14 days’ written notice.
14. Review and versioning
- Next review: 12 months from effective date or after a material incident or legal/regulatory change.
- Version history and archive prior policies per corporate recordkeeping.

Approved by Directors - 15/10/2025
Director approval
Tyler Phosungnoen
Lee Sinclair

Directors & Business Contact:
Duendellure Auto Design Ltd - 07510 915778
Tyler Phosungnoen - 07879 396826
Lee Sinclair - 07464 000703

Business Workshop Lead & Management:
Director / Lee Sinclair
Business Operations Lead & Management:
Director / Tyler Phosungnoen

End of policy.

Breach Response Plan
Duendellure Auto Design Ltd

Purpose and scope
Set out steps to be taken following actual or suspected security incidents involving personal data, Job
files, Intake media, CCTV, keys or premises security. Aligns with Data Protection & Privacy Policy,
Insurance & Liability Policy, Vehicle Custody & Storage Policy and Health & Safety Policy.
1. Immediate actions (containment)
- If incident detected, contain threat and preserve evidence (stop data flow, isolate affected systems,
secure physical area). For physical security incidents (theft, fire) prioritise life/safety per Health &
Safety Policy and then evidence preservation.
2. Notify internal leads
- Immediately notify Workshop Manager, Insurance Lead, and Directors. Record notification time and
initial facts in Incident Log.
3. Assess scope and risk
- Rapidly assess what happened, data categories involved, number of data subjects, likely harm and
whether regulators/individuals must be notified. Document assessment.
4. Preserve and collect evidence
- Secure log files, CCTV extracts, Job files, Intake records, key logs and any relevant systems. Do not
alter originals; create forensic copies where necessary.
5. Containment and remediation
- Take steps to stop further leakage or damage (revoke access, reset credentials, secure backups,
repair vulnerabilities, remove malicious code). Implement short-term fixes and schedule longer term
remediation.
6. Reporting and notifications
- If personal data breach meets GDPR/UK DPA thresholds notify ICO within 72 hours where feasible;
document reasons for delay if applicable. Notify affected individuals where likely high risk of harm.
Coordinate insurer notification per Insurance & Liability Policy and follow insurer instructions for
claims.
7. Communication
- Provide factual internal/status updates. Agree on external communications (media/clients) via
Directors. Use preapproved template notices for data subject communications where applicable.
8. Investigation and root cause
- Conduct full investigation, determine root cause, identify remedial actions and responsible parties.
Retain investigation report in Breach Register.
9. Remediation and follow-up
- Implement corrective actions (patches, policy changes, training, disciplinary action). Track
remediation to completion and audit effectiveness.

10. Recordkeeping and review
- Log incident details, timeline, decisions, notifications, remediation and lessons learned in the
Incident Log and Breach Register. Review policies and update Data Protection, H&S or other relevant
policies as required.
11. Insurance and legal liaison
- Notify insurers promptly, cooperate with legal advisors and preserve claim evidence as required by
Insurance & Liability Policy.
12. Roles and responsibilities
- Directors: oversight, decision to notify regulators/public, approve communications.
- Data Protection contact/DPO: lead breach assessment and regulatory notifications.
- Workshop Manager / Insurance Lead: evidence preservation, operational containment and insurer
liaison.
- IT/third parties: technical containment and forensic investigation.
13. Testing and training
- Periodically test incident response (tabletop exercises), maintain Breach Register and train staff on
detection/reporting.
14. Review and continuous improvement
- After each incident run a post incident review, implement lessons and update policies.

Approved by Directors - 15/10/2025
Director approval
Tyler Phosungnoen
Lee Sinclair

Directors & Business Contact:
Duendellure Auto Design Ltd - 07510 915778
Tyler Phosungnoen - 07879 396826
Lee Sinclair - 07464 000703

Business Workshop Lead & Management:
Director / Lee Sinclair
Business Operations Lead & Management:
Director / Tyler Phosungnoen

End of policy.