Complaints & Refunds
Last updated: 31 October 2026
1. Introduction
At Antilag Performance, we are committed to providing professional automotive tuning, vehicle security and electronic services with reasonable care and skill.
We want every customer to feel confident in the services they receive. If something does not meet your expectations, we encourage you to contact us so that we can understand your concerns and work towards a fair resolution.
This Complaints & Refunds Policy explains how to raise a complaint, how we handle concerns about our services, and the circumstances in which cancellations, refunds or other remedies may be available.
This policy should be read alongside our Terms & Conditions and Service Disclaimer.
Nothing in this policy excludes or restricts your statutory rights under applicable UK consumer law.
2. Services Covered by This Policy
This policy applies to automotive services provided by Antilag Performance, which may include:
- ECU remapping and performance tuning.
- Vehicle security solutions.
- Instrument cluster diagnostics and repairs.
- ECU and electronic module cloning.
- Vehicle coding and configuration.
- VIN coding and module programming.
- Crash data services.
- Automotive data adjustment services.
- Other related automotive electronic services.
The appropriate remedy will depend on the nature of the service, the agreed scope of work, the circumstances of the complaint and your statutory rights.
3. How to Make a Complaint
If you are unhappy with any aspect of our services, please contact us as soon as reasonably possible.
You can contact us by telephone or through our website’s contact form.
Antilag Performance
The Mt, Heap Brow, Heap, Heywood, Bury BL9 7JW, United Kingdom
Telephone: +44 7712 210202
Contact form: Contact Antilag Performance
To help us investigate your complaint, please provide:
- Your name and preferred contact details.
- The make, model and registration of the vehicle, where relevant.
- The date the service was carried out.
- A description of the service provided.
- A clear explanation of your concern.
- Any relevant photographs, diagnostic reports or supporting information.
Please avoid submitting unnecessary sensitive personal information.
4. How We Handle Complaints
We aim to deal with complaints fairly, professionally and without unnecessary delay.
When we receive a complaint, we will normally:
- Review the information provided and identify the service concerned.
- Contact you if further information or clarification is required.
- Assess the concern against the agreed work and available service records.
- Where appropriate, arrange an inspection or further diagnostic assessment.
- Explain our findings and any proposed next steps.
Some technical issues may require additional investigation, particularly where electronic modules, software modifications or existing vehicle faults are involved.
We will keep you informed where an investigation is likely to take longer than expected.
5. Your Rights Under the Consumer Rights Act 2015
Under the Consumer Rights Act 2015, services supplied to consumers must be performed with reasonable care and skill.
Where applicable, consumers may also have rights relating to information provided about the service and the time taken to complete it.
If a service does not meet the applicable legal requirements, you may be entitled to remedies such as:
- Repeat performance of the service, where legally appropriate.
- A price reduction, which may include a partial or full refund in appropriate circumstances.
- Other remedies available under applicable law.
The remedy available will depend on the circumstances and the relevant legal requirements.
Nothing in this policy removes or limits these statutory rights.
6. Requests for Refunds
Refund requests will be considered fairly and in accordance with applicable UK consumer law.
A refund or other remedy may be appropriate where, for example:
- A service has not been performed with reasonable care and skill.
- The agreed service has not been provided.
- A statutory right to a price reduction applies.
- A booking has been cancelled in circumstances where a refund is legally required.
- We have expressly agreed to a refund as part of resolving a complaint.
We may need to inspect the vehicle, review relevant service records or investigate the reported issue before determining the appropriate resolution.
We will not automatically refuse a refund simply because work has been started or completed.
Equally, a change of mind after a properly performed service does not necessarily create an automatic entitlement to a refund.
7. ECU Remapping and Performance Tuning
ECU remapping and performance tuning outcomes can vary according to the vehicle’s condition, configuration, maintenance history and existing modifications.
Unless expressly agreed otherwise, estimates of potential power, torque or fuel economy improvements are not guarantees of a specific result.
If you believe a remapping or tuning service has not been performed correctly, please contact us with details of the issue.
We may recommend an appropriate assessment to establish whether the concern relates to the work carried out, an existing vehicle condition or another cause.
Where our service does not meet applicable legal requirements, we will provide the remedies required by law.
This policy does not remove your statutory rights because a service involves vehicle software or electronic modifications.
8. Electronic Repairs, Coding and Module Services
Services involving instrument clusters, electronic control units, module cloning, coding and related electronic systems can be affected by hardware faults, compatibility limitations and existing software or data problems.
We will consider complaints in light of the agreed service, the condition of the components and the findings of any appropriate assessment.
Where additional work is required outside the original agreed scope, we will explain this and seek your agreement before carrying out additional chargeable services.
Any limitations relating to the vehicle or components do not remove our obligation to perform the agreed service with reasonable care and skill.
9. Appointment Cancellations and Rescheduling
If you need to cancel or reschedule an appointment, please contact us as soon as possible.
We will explain any booking-specific cancellation conditions that were communicated and agreed before the booking was confirmed.
Where a deposit has been paid, whether it is refundable will depend on the agreed terms, the circumstances of the cancellation and applicable consumer law.
Any cancellation charge must be lawful and fair.
We do not operate a blanket policy that all deposits are automatically non-refundable in every circumstance.
10. Distance and Off-Premises Bookings
If you enter into a qualifying consumer service contract at a distance, such as by telephone or online, or away from our business premises, you may have a statutory 14-day cancellation right under the Consumer Contracts Regulations 2013.
The cancellation period for a qualifying service contract generally begins on the day after the contract is entered into.
There are exceptions and specific rules, including where a customer expressly requests that a service begins during the cancellation period.
Where work begins during that period at your express request, you may be required to pay a proportionate amount for services already supplied if you subsequently cancel, subject to the applicable legal requirements.
For a qualifying service contract, the cancellation right may be lost once the service has been fully performed, provided the relevant statutory conditions have been met, including any required express request and acknowledgement.
Where the law requires us to provide cancellation information or obtain specific consent before starting work, we will do so.
Nothing in this section affects separate statutory remedies for services that are not performed with reasonable care and skill.
11. Refund Processing
Where a refund is agreed or legally required, we will explain the amount and the method of repayment.
Refunds will be processed within the timeframe required by applicable law.
Where the Consumer Contracts Regulations apply, any statutory refund will be handled in accordance with the relevant requirements, including applicable deadlines and repayment methods.
For other refunds, we will arrange repayment within a reasonable period or any shorter period required by law.
12. Existing Vehicle Faults and Independent Issues
Some vehicles may have existing mechanical, electrical or software issues that become apparent during or after a service.
We may consider relevant diagnostic evidence when assessing whether a reported problem is connected to the work carried out.
We are not responsible for unrelated faults that existed before our service or arose independently of it.
However, we remain responsible where loss or damage results from our failure to exercise reasonable care and skill or where liability otherwise arises under applicable law.
13. If We Cannot Resolve Your Complaint
If you are dissatisfied with our initial response, please contact us again and explain why you believe the matter remains unresolved.
We will review any additional information you provide and consider whether further investigation or another resolution is appropriate.
You may also seek independent consumer advice or pursue any remedies available to you under applicable law.
For free and impartial consumer advice in England, you can contact the Citizens Advice consumer service:
Nothing in this policy prevents you from exercising your legal rights.
14. Changes to This Policy
We may update this Complaints & Refunds Policy to reflect changes to our services, business practices or applicable legal requirements.
The latest version will be published on this page with an updated revision date.
Changes will not retrospectively remove rights or alter existing contractual obligations where doing so would be unlawful.
15. Contact Information
For complaints, refund enquiries or questions about this policy, please contact:
Antilag Performance
The Mt, Heap Brow, Heap, Heywood, Bury BL9 7JW, United Kingdom
Telephone: +44 7712 210202
Website: https://antilagperformance.co.uk/
Contact: https://antilagperformance.co.uk/contact/
For further information, please read our Terms & Conditions, Service Disclaimer and Privacy Policy.