Booking & service policies

Booking and service terms

1. Service scope and authorization

Hexline Performance offers ECU calibration, standalone vehicle health checks and diagnostic services, including diagnostic logging, within the scope expressly described in the accepted estimate and work authorization.

A tuning or calibration appointment does not include a vehicle health check, diagnostic investigation, comprehensive mechanical inspection or certification of roadworthiness. The customer remains responsible for arranging any necessary checks and repairs before attending for tuning. Health checks and diagnostic services remain available as separately requested, quoted and authorized services; they are not automatically included in a tuning fee or appointment.

A standalone health check or diagnostic service is limited to the checks and investigations expressly authorized. It does not constitute a statutory safety inspection, a Safety Standards Certificate or a guarantee that every defect has been identified. An observed concern may result in tuning being declined or suspended in accordance with these terms.

No additional work or charge is authorized by account registration, submission of vehicle information or payment of a deposit alone. Changes to the agreed scope require separate authorization.

2. Customer responsibility for vehicle readiness

The customer shall ensure, before attending the appointment, that the vehicle is mechanically sound, safe for the agreed work and testing, and accurately described in the information supplied to Hexline. The customer is responsible for arranging any required inspections, maintenance and repairs with an appropriately qualified service provider. Known defects, warning lights, fluid leaks, fuel-system concerns and other conditions material to safe calibration must be disclosed before attendance.

Hexline may decline to commence or may suspend work where a reasonably identified condition makes the agreed work or testing unsafe. Hexline will document the concern and notify the customer. Such a decision is not a comprehensive inspection or certification of the vehicle. These provisions do not excuse Hexline from exercising reasonable care in performing its authorized services.

3. Deposits

No deposit is required for standalone vehicle health checks or diagnostic services, including diagnostic logging. Tuning appointments require the deposit specified in the accepted estimate. The deposit is credited against the agreed service price and is not an additional charge. The amount, applicable taxes and any separately payable facility costs must be disclosed before payment.

4. Unsafe vehicle at the first appointment

If the vehicle cannot safely undergo the agreed work at its first appointment, the customer is entitled to one transfer of the tuning deposit to a replacement appointment. The customer must propose a replacement date in writing within 48 hours after the original appointment's scheduled start time. The replacement appointment must take place within 30 calendar days after the original appointment. Hexline will confirm both deadlines in writing, using Eastern Time.

The replacement date requires mutual agreement and confirmation by Hexline. A timely proposal does not itself confirm an appointment. If Hexline cannot offer an appointment within the 30-day window, the matter will be reviewed with the customer in writing; no forfeiture will arise solely from Hexline's unavailability.

The customer must remedy the identified concerns before attending the replacement appointment. Any separately authorized services already performed or facility charges remain subject to the accepted estimate and applicable law; the same amount will not be charged twice.

5. Failure to reschedule or repeated unsafe attendance

Subject to applicable law, the tuning deposit will be forfeited if the customer fails to propose a replacement date within the stated 48-hour period, fails to attend the replacement appointment within the 30-day window for reasons attributable to the customer, or attends the replacement appointment with a vehicle that remains unsafe for the agreed work. The original booking will be closed. Any further appointment will require a new booking, an accepted estimate and a new deposit.

Before retaining any deposit, Hexline will review the booking history, the recorded safety concerns and communications, and provide written notice explaining the decision and amount retained. It does not permit recovery exceeding what the law allows.

6. Customer cancellation and voluntary rescheduling

A customer who gives at least 48 hours' notice before the confirmed appointment start time may cancel and receive a refund of the unused deposit, or transfer that deposit once to a mutually agreed replacement appointment. The notice must identify the booking and clearly state whether cancellation or rescheduling is requested. An ordinary rescheduling request should include a proposed replacement date. The special deadlines in sections 4 and 5 apply to unsafe-vehicle attendance, not to an ordinary advance rescheduling request.

With less than 48 hours' notice, Hexline may apply the deposit only against the amounts described in section 10. Late notice does not, by itself, authorize retention of the entire deposit or charging the full service price. Any further voluntary change after the permitted transfer requires written agreement; it does not automatically authorize an additional fee. A refund or charge required by law takes precedence over these business rules.

6A. Late arrival

The customer shall be present, with the vehicle available for the agreed work, at the confirmed time and location. A 15-minute arrival allowance applies. The customer should notify Hexline promptly of a delay and provide an estimated arrival time. The allowance does not extend a reserved dyno or facility session, and no work will be rushed or safety procedure omitted to recover lost time.

If the customer is more than 15 minutes late, Hexline may proceed only if sufficient time remains to complete the agreed scope safely. Any reduced scope or additional charge requires the customer's agreement before work begins. Otherwise, the appointment may be rescheduled or cancelled and treated as a late cancellation under sections 6 and 10. Notification of a delay does not guarantee that the original appointment can be retained. No per-minute late fee applies.

6B. Failure to attend

An appointment is a no-show if the customer has neither attended nor made contact by 30 minutes after the confirmed start time. For mobile appointments, attendance includes providing access to the vehicle at the agreed location; the customer is not required to travel to a shop unless the booking expressly states otherwise. Hexline will record the relevant times and make a reasonable attempt to contact the customer before closing the booking.

A no-show is subject to section 10. A further appointment requires a new confirmed booking and, for tuning, the deposit specified in the new estimate, after accounting for any credit remaining from the earlier booking. A no-show does not authorize an automatic card charge. Where a replacement appointment under sections 4 and 5 is missed, those special conditions also apply, without duplicate recovery.

7. Cancellation by Hexline, weather and exceptional events

If Hexline cancels an appointment and the customer does not accept a replacement date, the deposit for the cancelled appointment will be refunded. Any work previously authorized and completed must be itemized separately. A change caused by Hexline does not use the customer's permitted reschedule or attract a customer cancellation charge.

Unsafe weather, facility closure, equipment failure or another event preventing safe performance may require postponement. Hexline will notify the customer promptly and offer a replacement date or refund of the unused deposit, subject to any greater right provided by law. A documented emergency affecting the customer will be reviewed reasonably and individually; no unnecessary medical or other sensitive records should be supplied. Any agreed exception or extension will be confirmed in writing. This provision does not excuse deficient performance or remove statutory rights.

8. Completed services and refund requests

Refund requests will be assessed against the accepted scope, authorized work actually performed and applicable consumer rights. No particular power output is guaranteed unless expressly agreed in writing. The absence of a power guarantee does not limit remedies for deficient, misrepresented or undelivered services. Approved refunds will ordinarily be made to the original payment method, with written confirmation of the amount and processing date, within any legally required period. No blanket deduction of processing fees applies.

9. Statutory rights and applicable agreements

Nothing in these terms excludes, restricts or waives any right, remedy, warranty or obligation that cannot lawfully be excluded under applicable Ontario or Canadian law. Any applicable statutory cancellation period, disclosure obligation, required contract copy or refund entitlement takes precedence, including where an agreement is concluded online, remotely or at the customer's premises. No statutory cancellation right is conditional on Hexline approving the request.

These terms supplement and do not replace the estimate, work authorization, invoice or calibration and testing agreement. They do not impose mandatory arbitration, prohibit a lawful complaint or chargeback, or waive access to a court or consumer protection authority.

10. Deposit accounting and third-party costs

For an ordinary late cancellation or no-show, any deduction from a deposit must be itemized and limited to separately authorized services actually performed, expressly disclosed and accepted non-recoverable facility costs, and any other reasonable cancellation loss expressly agreed before booking and lawfully recoverable. No unspecified cancellation amount becomes payable merely because this clause appears in the terms. Hexline will take reasonable steps to reduce recoverable loss and account for refunds, released reservations and replacement bookings where relevant.

The unsafe-vehicle deposit-retention provisions in section 5 remain subject to applicable law and cannot be used to obtain double recovery for the same loss. Hexline will provide written reasons and an accounting before retaining a disputed amount, and refund any balance not lawfully retained. Diagnostic logging requires no deposit and carries no standard cancellation or no-show fee under these terms. Any separate facility or travel charge must be specifically disclosed and accepted in advance; it is not created by this policy.

No full-service charge, new deposit, saved-card charge, towing or storage charge is automatically authorized by cancellation, delay or non-attendance. A separate lawful basis and any required express authorization must exist for such a charge.

11. Estimates, payment and refunds

The written estimate shall identify the service, price or authorized maximum, applicable taxes, deposit, remaining balance and separately disclosed facility charges. Additional work or a material change in price requires the customer's authorization before it is undertaken. Hexline will record the authorization and provide an itemized final invoice. No estimate preparation fee applies unless disclosed and authorized in accordance with applicable law.

Confirmed payments and credits will be applied to the relevant job; a payment-page redirect alone is not confirmation of payment. Once a refund is approved or otherwise becomes legally due, Hexline will initiate it promptly and within any applicable statutory deadline. Payment-provider processing time does not extend Hexline's legal obligations. An alternative refund method will be agreed if the original method is unavailable. No standard processing-fee deduction applies.

12. Calibration, testing and performance limitations

Calibration alters how the vehicle's control systems operate and may affect component loading, drivability, fuel use, emissions compliance, manufacturer warranty coverage or insurance arrangements. Effects depend on the vehicle and the work performed; no blanket statement that a warranty is void is made. The customer should confirm relevant coverage and use requirements with the appropriate provider.

Specific testing methods and material risks will be disclosed in the separate calibration and testing agreement. High-load validation shall be undertaken on a dyno or in another appropriate controlled environment, not through unsafe public-road driving. Hexline does not provide emissions-defeat services. A competition-use description does not authorize unlawful road use or removal of legally required controls.

Results depend on mechanical condition, fuel, modifications, operating conditions and available validation. No particular power output, fault-free operation or elimination of mechanical failure is guaranteed unless expressly agreed. Nothing in this paragraph excludes responsibility for Hexline's negligence, breach of contract, deficient services or any liability that cannot lawfully be excluded. The customer does not assume all risk merely by presenting a modified vehicle.

13. Changes after service and service concerns

The customer should disclose changes to hardware, fuel, software or operating requirements before further calibration work. Retuning or investigation outside the original agreed scope requires a new estimate and authorization. A later modification does not automatically extinguish an unrelated warranty or statutory remedy.

Concerns should be reported promptly with the job reference and a description of the issue. If a condition may make the vehicle unsafe, the customer should discontinue unsafe operation and arrange suitable assistance. Hexline will review relevant records and discuss appropriate inspection, correction or other remedies. This process imposes no shortened statutory claim period and does not require the customer to surrender legal rights as a condition of review.

14. Notices and time calculations

Booking notices may be sent to ereed@hexlineperformance.com or the communication channel expressly identified in the booking confirmation. Please include the customer's name, vehicle and booking reference. Instagram messages and telephone conversations used for scheduling will be copied or summarized in the job record; written confirmation is recommended but is not a condition of a notice being valid where the law provides otherwise.

Business-policy deadlines are measured using the confirmed appointment start time in America/Toronto local time, including daylight-saving changes. Calendar days include weekends and holidays. The 48-hour unsafe-vehicle proposal deadline is distinct from the 48-hour advance-notice period for ordinary cancellation. The recorded time a message reaches the designated channel determines receipt for these business rules; a delayed acknowledgement by Hexline does not invalidate timely notice. Any statutory notice rule takes precedence.

15. Records, privacy and media

Hexline maintains relevant booking, communication, authorization, payment-reference and work records for service administration, accounting and dispute handling, subject to its privacy information and applicable law. Card details are handled by the payment provider, not stored in job notes. Records should be accurate; corrections will be recorded without concealing the original entry where a history is required. Customers may contact Hexline concerning access or correction, subject to applicable rights and lawful limitations.

Account registration, acceptance of these terms or use of Google sign-in does not constitute consent to marketing or public use of the customer's name, vehicle photographs or video. Optional promotional media consent is obtained separately.

16. Acceptance, amendments and governing law

The applicable version of these terms must be supplied before the customer accepts a booking or pays a deposit, together with the estimate and any required disclosures. Acceptance of booking terms is separate from authorization to perform work. The customer will receive a retainable copy of the accepted documents. A subsequent website amendment will not retroactively alter an existing booking without lawful agreement.

These terms are governed by the laws of Ontario and applicable federal laws of Canada, without depriving a consumer of any mandatory protection that otherwise applies. An unenforceable provision shall not be enforced; the remaining provisions continue only to the extent permitted by law. No provision will be rewritten to expand a charge or waiver beyond what the customer agreed or the law permits.