General Terms and Conditions of the Contract for Services
1. General Provisions
1.1. These Terms regulate the contractual relationship between Anet Eesti OÜ (Mr.Car Autoremont, hereinafter – the Service Provider) and the client, including a consumer within the meaning of TKS § 1 lg 1 p 1 and VÕS § 1 lg 5 (hereinafter – the Client).
1.2. The Client has the opportunity to review the General Terms and Conditions of Service on the website of Mr.Car Autoremont at www.mrcar.ee, as well as directly in the customer area of Mr.Car Autoremont.
1.3. By handing over the vehicle for repair, the Client confirms that:
- they are the owner of the vehicle or lawfully possess the vehicle;
- they have reviewed and fully accept these Terms;
- they provide truthful and complete information regarding the condition of the vehicle.
1.4. The Client confirms that no valuables remain in the vehicle. The Service Provider is not liable for any property left by the Client inside the vehicle unless such property has been formally accepted for storage in writing (VÕS § 883).
1.5. Upon collection of the vehicle, the Client is obliged to check the visual condition and operation of the vehicle. Claims regarding external damage are accepted only prior to the vehicle leaving the premises of the Service Provider.
2. Personal Data
2.1. The Client’s personal data is processed only to the extent necessary for performing the work, communicating with the Client, fulfilling warranty obligations, and for accounting purposes.
2.2. The Client gives their consent to the processing of their personal data for the purposes specified in clause 2.1.
3. Technical Inspection and Insurance
3.1. The Client undertakes to hand over the vehicle to the Service Provider with a valid technical inspection, valid insurance, and tyres appropriate for the season, in accordance with the requirements of the Liiklusseadus (Traffic Act).
3.2. In the absence of a valid technical inspection and/or insurance, the Service Provider shall perform only stationary work and shall not conduct any test drive.
3.3. The warranty does not apply to vehicles without a valid technical inspection or insurance, as the Service Provider is unable to perform the mandatory post-repair safety verification.
4. Rules of Conduct and Communication
4.1. The Client undertakes to communicate with the Service Provider’s employees in a respectful and appropriate manner.
4.2. The Service Provider has the right to discontinue service to the Client in the event of disrespect, aggression, insults, threats, provocation, or degrading behaviour.
4.3. In the case of repeated violations, the Service Provider has the right to refuse further service to the Client without providing reasons.
4.4. Any form of pressure on employees, including shouting, interference with work processes, or the use of obscene or offensive language, constitutes grounds for immediate termination of service.
4.5. In the event of a conflict, the Service Provider has the right to call security personnel or the police to ensure the safety of employees.
5. Safety in the Work Area
5.1. The Client is not permitted to be present in the repair area or to cross any designated boundary lines.
5.2. The Client is responsible for any injuries or property damage that occur as a result of violating safety rules or entering the work area without permission.
5.3. Access to tools, equipment, and parts without the technician’s permission is prohibited.
5.4. When the Client is present in the repair area, the Service Provider is not liable for any damage to the Client’s clothing, footwear, or personal belongings.
6. Test Drive and Diagnostics
6.1. The Client gives consent for the Service Provider’s employees to perform a test drive before and/or after the repair for the purposes of safety and quality verification (VÕS § 620).
6.2. If the Client prohibits a test drive, the Service Provider has the right to:
- refuse to perform any work that requires a road test; or
- refuse to provide a warranty if it is not possible to verify the quality of the work without a test drive (VÕS § 641).
6.3. Diagnostics is a separate paid service unless otherwise agreed in advance.
6.4. The Client must ensure that there is a sufficient amount of fuel available for the test drive and diagnostics. The Service Provider is not obligated to return the vehicle with the same amount of fuel.
6.5. A repeated diagnostic check after repair is payable by the Client if the issue is not related to the work performed or is caused by another component or part.
7. Hidden Defects and Additional Work
7.1. Hidden defects that are not detectable during the initial inspection may be discovered during the repair process.
7.2. The Service Provider shall notify the Client in a form that can be reproduced in writing regarding the need for additional work and shall agree on its cost with the Client.
7.3. If the Client refuses the necessary additional work, the Service Provider has the right to suspend the repair or return the vehicle in an unassembled condition, provided that the Client pays for all work already performed and materials used, if reassembly is not possible without eliminating the identified defects (VÕS § 102).
7.4. The Service Provider is not liable for delays caused by suppliers. Repair deadlines are automatically extended for the duration of the supplier’s delay, and the Client will be informed in a form that can be reproduced in writing.
7.5. The Service Provider is not liable for the appearance of new defects after previous defects have been repaired if they arise due to natural wear or the overall condition of the vehicle.
8. Additional Services and Client Obligations
8.1. If the Client delays responding to the approval of additional work for more than 24 hours, the repair deadlines are automatically extended for the duration of the Client’s delay in providing a response.
8.2. If the Client does not respond or cannot be contacted for more than 5 working days, the Service Provider has the right to suspend all work until a response is received.
8.3. The Client must ensure access to the vehicle and its keys at the agreed time.
8.4. Incorrect or incomplete information provided by the Client regarding the vehicle’s issues shall be considered a breach of the Client’s obligations.
8.5. If the Client arrives more than 10 minutes later than the agreed time, the Service Provider has the right to reschedule the repair for another available time slot.
8.6. If the vehicle remains on the Service Provider’s premises overnight, the Service Provider shall take reasonable security measures but shall not be liable for damage caused by third parties unless such damage is caused by the Service Provider’s fault.
9. Tuning and Modifications
9.1. The Service Provider is not liable for the consequences of repairing vehicles with tuning, modified electronics, removed catalytic converters, chip tuning, or other structural modifications (VÕS § 641 lg 3).
9.2. The warranty for completed work does not apply if the vehicle does not comply with the technical requirements of the Liiklusseadus (Traffic Act).
10. Client-Provided Spare Parts
10.1. The Client is fully responsible for the correct selection, compatibility, and technical specifications of parts provided by the Client (VÕS § 641 lg 3).
10.2. If parts provided by the Client are unsuitable, incompatible, or damaged, the Service Provider shall notify the Client immediately.
10.3. If the vehicle is already on a lift or in the work area and the work cannot be carried out due to unsuitable parts supplied by the Client, the Client shall pay for the vehicle’s downtime at the Service Provider’s standard hourly rate.
10.4. The Client must provide suitable parts or authorise the Service Provider to order them.
10.5. Downtime caused by the Client’s delay in supplying parts shall be charged separately and is not included in the cost of the repair (VÕS § 652).
10.6. When Client-provided parts are used, the warranty applies only to the repair work performed by the Service Provider and not to the Client’s parts themselves (VÕS § 641 lg 3).
11. Interruption of Repair at the Client’s Initiative
11.1. If the Client requests that the repair be stopped before completion, the Service Provider has the right to return the vehicle in an unassembled or partially assembled condition if further assembly is not possible without eliminating the identified defects.
11.2. The Client shall pay for all work performed up to the moment the repair is stopped, including diagnostics, consumables, and any disassembly or reassembly work carried out.
11.3. The Service Provider is not liable for any consequences arising from the use of a vehicle that is not fully assembled or has identified but unrepaired defects.
12. Warranty
12.1. The warranty for work performed applies only if the Client follows the Service Provider’s recommendations and no third-party interference has occurred after the repair (VÕS § 650).
12.2. For private individuals, the warranty period is: 12 months, or 20,000 km of mileage, whichever occurs first.
12.2.1. For legal entities, the warranty period is: 6 months, or 10,000 km of mileage, whichever occurs first.
12.3. The warranty does not apply if:
- the Client used their own spare parts;
- the Client prohibited a test drive;
- third-party interference occurred after the repair;
- the defect resulted from improper or incorrect use of the vehicle.
12.4. The warranty does not apply to any used (second-hand) parts, even if they were ordered by the Service Provider at the Client’s request (VÕS § 641 lg 3).
12.5. The Service Provider strongly recommends performing repairs only with new original parts.
12.6. The Service Provider is not liable for failures of old or heavily worn components that occur after repairs to adjacent systems and are not the result of the work performed.
13. Limitation of Liability
13.1. The Service Provider is liable for damage caused to the Client to the extent established by the VÕS and the Consumer Protection Act (Tarbijakaitseseadus).
13.2. To the extent permitted by law, the Service Provider is not liable for indirect or consequential damage, including loss of profit, taxi or car rental expenses, loss of time, or any related inconvenience.
13.3. These Terms do not limit the Service Provider’s liability in cases of intent, gross negligence, or damage caused to life or health.
13.4. The Service Provider is not liable for failures caused by the natural wear of components that were not part of the repair.
13.5. The Service Provider is not liable for changes in the pricing of parts made by suppliers. The Client shall pay the actual price specified in the supplier’s invoice or price confirmation.
14. Advance Payment and Settlement
14.1. The Service Provider has the right to request an advance payment before commencing work or ordering parts.
14.2. If the Client refuses to pay the required advance, the Service Provider has the right to decline the performance of the work.
14.3. If the Client cancels the repair after diagnostics have been performed, the Client shall pay for all work actually carried out and all materials used.
14.4. The vehicle is handed over to the Client based on the work completion report after the Client has fully paid for all services provided by the Service Provider (VÕS § 637 lg 4).
14.5. Confirmation of the cost of work in a form reproducible in writing, including SMS, email, or messenger communication, is considered legally binding consent from the Client.
14.6. Payment for completed work and supplied parts shall be made in cash or by bank transfer to the account of Anet Eesti OÜ. In the event of late payment, interest for delay shall be applied in accordance with the terms specified in the corresponding invoice.
14.7. The Service Provider is not liable for delays caused by force majeure circumstances, including power outages, accidents, weather conditions, logistical disruptions, epidemics, or states of emergency.
14.8. Ownership of spare parts ordered by the Service Provider for the Client transfers to the Client only after full payment. Until full payment is made, the Service Provider retains ownership rights to the installed parts. In the event of non-payment, the Service Provider has the right to remove any unpaid parts from the Client’s vehicle.
14.9. The Service Provider has a lien over movable property belonging to the Client that is in its possession and has been manufactured, repaired, or processed by the Service Provider as part of the work, to secure its claims against the Client arising from the contract (VÕS § 654 lg 1).
15. Readiness and Storage
15.1. Repair timeframes are approximate and may change due to objective reasons.
15.2. The Client must collect the vehicle within 2 working days after being notified that it is ready.
15.3. After the specified period, the Service Provider has the right to charge a storage fee.
16. Removed Parts
16.1. The Service Provider is not obligated to store parts removed during the performance of the service.
16.2. Parts removed in the course of the work are handed over to the Client only if the Client has notified the Service Provider of this request prior to the start of the work.
16.3. Parts that must be returned under an exchange or core-return system are not issued to the Client.
16.4. If the Client has not made a prior request for removed parts, the Service Provider may dispose of them.
17. Photo Documentation
17.1. The Service Provider has the right to photograph the vehicle upon acceptance in order to document its initial condition.
17.2. Photographic materials may be used by the Service Provider to protect its rights in the event of disputes.
18. Video Surveillance and Recordings
18.1. Video surveillance may be conducted on the Service Provider’s premises for security purposes.
18.2. The Client is notified of video surveillance through informational signs.
18.3. Video recordings are used to protect rights, investigate incidents, and may be provided to law enforcement authorities when necessary.
18.4. Access to recordings is restricted to authorised employees only.
18.5. Recordings are stored for up to 30 days unless a longer retention period is required by law.
18.6. Recordings are not provided to Clients except in cases prescribed by law.
18.7. Video surveillance is not conducted in areas where it would violate personal privacy.
18.8. Video recordings are not used for marketing and are not transferred to third parties without a lawful basis.
19. Complaints and Disputes
19.1. Claims regarding the quality of the work shall be submitted by the Client in written form within a reasonable period of time.
19.2. If the dispute cannot be resolved through mutual agreement, either party may refer the matter to the Consumer Disputes Committee (Tarbijavaidluste komisjon) or to a court.
19.3. The legislation of the Republic of Estonia applies.
20. Warnings and Special Conditions
20.1. The Service Provider is not liable for defects in components or assemblies that were not part of the repair.
20.2. The Service Provider has the right to refuse the installation of low-quality or counterfeit parts.
20.3. The Service Provider does not provide predictions regarding the remaining service life of components that were not repaired.
20.4. The Service Provider is not liable for defects that progress naturally due to age or wear.
21. Documentation of the Work Process and Marketing
21.1. The Service Provider has the right to document the vehicle repair process (photos, videos) for the purposes of documentation, staff training, quality improvement, and protection of its legal rights.
21.2. The Service Provider has the right to use anonymised photo and video materials (without number plate, VIN, or identifiable client information) for marketing purposes, including social media, advertising, and the company website.
21.3. If the materials allow identification of the vehicle or the Client, the Client’s consent is required.
21.4. The Client has the right to prohibit the use of their vehicle in marketing at any time.