Terms & Conditions

Last updated: 21 September 2026

These Terms and Conditions apply to the use of the Scratch HQ website and services.

By using our website, requesting a quote, making a booking, or engaging Scratch HQ for vehicle repair services, you agree to these Terms and Conditions.

1. About Scratch HQ

Scratch HQ provides mobile automotive cosmetic repair services across Sydney, New South Wales.

Our services may include:

• Car scratch repairs
• Bumper repairs
• Dent repairs
• Paint and panel repairs
• Alloy wheel and rim repairs
• Other cosmetic vehicle repairs

The services available for your vehicle will depend on the type, location and extent of the damage, as well as the condition of the vehicle.

2. Quotes and Estimates

Scratch HQ may provide an initial quote based on information and photographs supplied by you.

Quotes provided remotely are based on the information available at the time and may need to be confirmed after an inspection of the vehicle.

The final price may change if:

• The damage is different from what was originally described or shown
• Additional damage is identified
• Previous repairs or modifications affect the work
• Additional work is required to achieve the requested result

Where additional work is required, we will discuss the revised price with you before proceeding where reasonably practicable.

3. Bookings and Appointments

A booking is confirmed once Scratch HQ has accepted the booking and agreed on the service details.

When making a booking, you are responsible for providing accurate information, including:

• Your name and contact details
• Vehicle details
• The location where the service will be performed
• Details and photographs of the damage where requested
• Any other information reasonably required to provide the service

Please ensure that the vehicle is available and accessible at the agreed time.

4. Mobile Service Requirements

Scratch HQ provides mobile services, so the location must be reasonably suitable and safe for the work to be performed.

Depending on the service, this may include sufficient:

• Working space
• Access to the vehicle
• Lighting
• Ventilation
• Protection from unsuitable weather conditions
• Safe access for our technician and equipment

If the location is unsuitable or unsafe, or weather conditions prevent the work from being completed properly, Scratch HQ may need to reschedule the appointment.

5. Vehicle Condition and Pre-Existing Damage

You should tell us about any known issues that may affect the repair, including previous repairs, repainting, rust, corrosion, modifications or existing damage.

Scratch HQ is not responsible for damage or defects that existed before the service or that are unrelated to the work performed.

Where existing conditions may affect the final result, we may explain this before commencing the work.

6. Repair Results and Colour Matching

Scratch HQ takes reasonable care to provide a professional repair and finish.

However, cosmetic repairs do not always result in an exact match to the original factory finish.

The final appearance can be affected by factors including:

• Age of the vehicle
• Existing paint condition
• Paint fading
• Previous repairs
• Metallic, pearl or specialised paint finishes
• Differences between surrounding panels and the repaired area

We will use reasonable professional methods to achieve an appropriate repair result based on the condition of the vehicle.

7. Additional Damage or Work

During an inspection or repair, additional damage may become visible that was not apparent from photographs or the initial assessment.

If additional work is required, Scratch HQ will discuss the available options and any additional cost with you before proceeding where reasonably practicable.

8. Customer Responsibilities

You are responsible for:

• Providing accurate information about your vehicle and requested repair
• Providing reasonable access to the vehicle
• Ensuring the vehicle is available at the agreed appointment time
• Informing us of known issues that may affect the repair
• Removing valuable or personal belongings from the vehicle before the service

Scratch HQ is not responsible for personal belongings left inside the vehicle.

9. Pricing and Payment

The applicable price will be communicated to you before the service is carried out, subject to any changes agreed in accordance with these Terms.

Payment is due according to the payment terms provided by Scratch HQ.

Available payment methods may vary.

If the scope of work changes, any revised pricing will be discussed with you before additional work is undertaken where reasonably practicable.

10. Cancellations and Rescheduling

If you need to cancel or reschedule a booking, please contact Scratch HQ as soon as possible.

Any cancellation or rescheduling arrangements will depend on the circumstances of the booking and any terms communicated to you when the booking was made.

If a technician has already travelled to the agreed location, or significant time or resources have been committed to the booking, additional charges may apply where these were communicated or otherwise permitted by law.

11. Delays and Rescheduling

We will make reasonable efforts to attend appointments at the agreed time.

However, delays or rescheduling may sometimes be necessary due to circumstances outside our reasonable control, including:

• Severe weather
• Traffic or road conditions
• Unexpected vehicle issues
• Equipment problems
• Safety concerns
• Emergencies
• Other unforeseen circumstances

Where reasonably practicable, we will contact you if an appointment needs to be delayed or rescheduled.

12. Warranty and Rework

Where Scratch HQ provides a warranty or specific warranty period for a particular service, the applicable warranty details will be communicated to you.

Any warranty applies to the repair work covered by that warranty and does not cover new damage or damage caused after the repair.

This may include damage resulting from:

• New accidents or impacts
• Misuse or improper care
• Environmental damage
• Normal wear and tear
• Subsequent repairs or modifications carried out by another party
• Pre-existing conditions

If you believe there is an issue with completed work, please contact Scratch HQ as soon as reasonably possible so the work can be assessed.

13. Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in these Terms and Conditions is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified.

Where a service does not meet the applicable consumer guarantees, you may have rights and remedies under the Australian Consumer Law, depending on the circumstances.

For more information about your rights, you can visit the Australian Competition and Consumer Commission (ACCC) website.

14. Complaints

If you have a concern about a service, please contact Scratch HQ and provide details of the issue.

Where appropriate, we may inspect the vehicle and assess the work before determining the appropriate resolution.

We aim to handle complaints fairly and within a reasonable timeframe.

Nothing in this section limits your rights under the Australian Consumer Law.

15. Website Information

We make reasonable efforts to keep the information on our website accurate and current.

However, website content may change from time to time.

Information displayed on the website, including service descriptions, photographs and general pricing information, does not constitute a final quote unless expressly confirmed by Scratch HQ.

16. Website Use

You must not use the Scratch HQ website:

• For unlawful purposes
• To submit false or misleading information
• To interfere with the website's operation or security
• To attempt unauthorised access to our systems
• To upload malicious or harmful content
• To misuse website forms or communication channels

We may restrict or suspend access where reasonably necessary to protect the website, our business or our users.

17. Intellectual Property

Unless otherwise stated, the content on the Scratch HQ website, including text, logos, graphics, photographs, designs and other materials, is owned by or licensed to Scratch HQ.

You must not reproduce, modify, distribute or commercially use this content without permission, except where permitted by law.

18. Third-Party Websites

Our website may contain links to third-party websites, including social media platforms and other external services.

Scratch HQ does not control these websites and is not responsible for their content, availability, security or privacy practices.

Your use of third-party websites is subject to their own terms and policies.

19. Liability

To the extent permitted by law, Scratch HQ is not responsible for loss or damage caused by circumstances outside our reasonable control.

Nothing in these Terms and Conditions excludes or limits any liability that cannot legally be excluded or limited.

Nothing in these Terms affects your rights under the Australian Consumer Law.

20. Privacy

Your use of our website and services is also subject to our Privacy Policy.

Our Privacy Policy explains how Scratch HQ collects, uses, stores and protects personal information.

21. Changes to These Terms

Scratch HQ may update these Terms and Conditions from time to time to reflect changes to our services, website, business practices or legal requirements.

When changes are made, the updated version will be published on this page with a revised "Last updated" date.

22. Governing Law

These Terms and Conditions are governed by the laws of New South Wales, Australia.

Any dispute will be subject to the applicable laws and courts of New South Wales and Australia, subject to any mandatory rights available under Australian law.

23. Contact Us

If you have any questions about these Terms and Conditions, a quote, booking or service, please contact Scratch HQ.

Scratch HQ
Sydney, NSW, Australia

Website: https://scratchhq.au

Email: info@scratchhq.au

Phone: 0461 461 461