Shop Services Policy

1. Purpose and Scope

This Policy explains how KWR manages Customer projects from initial consultation through completion and delivery. It establishes expectations for communication, planning, custody, authorization, parts, testing, Quality Control, pickup, and related shop operations.

2. Guiding Principles

Successful projects are built on communication, planning, engineering discipline, and collaboration. KWR seeks to understand the Customer's objectives and provide professional guidance while recognizing that the Vehicle and ultimate vision remain the Customer's.

3. Consultation and Project Planning

Customers are encouraged to discuss goals, intended use, budget, timeline, and known concerns before work begins. KWR provides recommendations based on experience, engineering principles, manufacturer information, testing, and information reasonably available at the time. Final decisions regarding the authorized scope remain with the Customer unless a safety, legal, compatibility, or other legitimate restriction requires otherwise.

4. Estimates and Authorizations

Unless otherwise stated in writing, Estimates and Quotations are valid for fifteen (15) calendar days from issue. Manufacturer, distributor, supplier, freight, tariff, currency, licensing, or other cost changes beyond KWR's reasonable control may require an updated Estimate. Customers may approve, modify, or decline revised work before KWR proceeds beyond the previously authorized scope. For covered Nevada repair work, KWR provides written estimates when required by Applicable Law. Diagnostic estimates involving disassembly identify applicable diagnosis/disassembly charges and the reassembly charge if the repair is declined. Qualifying additional charges require Customer notification and approval through the shop-management system before affected work proceeds. KWR does not use waiver of additional-charge notification as a standard business practice.

KWR's shop-management software is the operational System of Record for Estimates, labor and parts pricing, Customer authorization, changes to authorized work, completion, handoff, invoices, and other transactional controls it already manages. Separate duplicate forms are not created without a legitimate need.

5. Scheduling and Appointments

Projects are scheduled based on technician availability, complexity, parts availability, operational requirements, and Customer priorities. Estimated completion dates are planning estimates and may change because of diagnostic findings, supplier delays, manufacturer support, shipping delays, Customer-requested changes, or other circumstances.

6. Vehicle Drop-Off and Intake

KWR may document general Vehicle condition, mileage, warning indicators, modifications, accessories, existing damage, and other observations reasonably relevant to the project. The initial website inquiry is intentionally generic; detailed technical intake occurs only after KWR communicates with the Customer and determines the appropriate next step.

7. Mandatory Customer Disclosure

Customers must disclose all known modifications, previous tuning, aftermarket components, software changes, electronic systems, recent repairs, diagnostic trouble codes, known mechanical concerns, and other information reasonably relevant to the requested Products or Services. KWR requests this information to establish an accurate Engineering Baseline, improve diagnostic efficiency, reduce unnecessary testing, identify compatibility concerns, and provide an appropriate solution - not to criticize previous work, previous service providers, or the Customer's decisions. The more complete the information, the more efficiently KWR can work. Customer-provided information, KWR observations, and KWR engineering conclusions should remain distinguishable in Business Records.

8. Parts Procurement

KWR sources Products through authorized manufacturers, qualified suppliers, established performance distributors, and qualified industry partners. This network helps reduce counterfeit or imitation risk and often provides multiple quality sourcing options when manufacturer or distributor availability is limited. KWR evaluates advertised compatibility using manufacturer specifications, supplier information, technical documentation, engineering experience, and the known Vehicle Configuration. Products ordered specifically for a Customer require the applicable deposit before procurement. Once transaction-specific parts are ordered with the required deposit, they are the Customer's property, subject to payment of any remaining balance due.

9. Customer-Supplied Parts

Customer-Supplied Parts may be used where appropriate. A visual inspection is intended to identify readily observable concerns and does not certify condition, authenticity, compatibility, or fitness. If a supplied part is defective, incompatible, incomplete, or unsuitable, KWR will discuss available options before additional billable work proceeds whenever reasonably practicable.

Purchasing through KWR is encouraged because it improves traceability, compatibility support, warranty administration, manufacturer coordination, and long-term service. KWR offers price matching on qualifying Products.

10. Project Communication and Scope Changes

KWR makes reasonable efforts to keep Customers informed of significant milestones, unexpected findings, material delays, or changes affecting the authorized work. Additional billable work is authorized through the shop-management system before proceeding whenever required by the governing Terms or Applicable Law. For ordinary covered repair work, the incidental authorization limit is twenty percent (20%) of the originally authorized Estimate or one hundred dollars ($100), whichever is less; charges beyond that limit require Customer approval before the affected work proceeds.

11. Quality Control and Completion

Every project is subject to Quality Control procedures appropriate to the Products and Services performed. Depending on the project, this may include visual inspection, torque or fluid verification, leak checks, diagnostic scans, calibration verification, functional testing, road testing, dynamometer testing, system integration verification, or other appropriate procedures.

12. Road Testing and High-Performance Vehicles

KWR will not intentionally violate traffic laws, operate Customer Vehicles unsafely, or subject Customer property to unnecessary risk in an attempt to reproduce a reported concern. Many Vehicles serviced by KWR are capable of performance that cannot safely or legally be reproduced on public roads. When appropriate, alternative evaluation methods may include chassis dynamometer testing, data logging, Customer-provided data, controlled testing at an appropriate facility, or other engineering methods. Inability to reproduce a concern during a lawful and professionally conducted road test does not mean the concern does not exist.

13. Vehicle Pickup and Acceptance

Customers should inspect completed work, ask questions, and review any important operating instructions before departure. Departure with the Vehicle or acceptance of shipped Products confirms that the Customer had a reasonable opportunity to inspect and accepts the completed Products and Services, subject to the Workmanship Commitment and applicable Manufacturer Warranty.

14. Vehicle Storage and Pickup

Completed Vehicles must generally be picked up within two (2) business days after KWR notifies the Customer that the authorized work is complete, unless KWR approves other arrangements. Vehicles not retrieved within that period may incur a storage charge of $50.00 per day beginning on the third business day. Exceptions may be made case by case. Vehicles are normally stored indoors while in KWR's care unless otherwise specified or operational circumstances reasonably require temporary movement. KWR does not provide an extended-storage service.

15. Removed Components and Customer Property

Replaced parts and accessories requested by the person authorizing the repairs or another person entitled to possession of the Vehicle will generally be made available when legally and contractually releasable. Warranty-return and exchange/core items may be retained or returned as required. Where Applicable Law provides an inspection right for a warranty part that cannot be returned, KWR will make the part available for inspection upon request. Customers should remove unnecessary valuables and identify project-specific equipment required for the authorized work.

16. Shop Safety and Access

Active work areas may contain elevated Vehicles, energized systems, chemicals, compressed gases, moving equipment, or other hazards. Access may be restricted unless accompanied by authorized KWR personnel. KWR also respects the privacy of other Customer projects and may restrict photography accordingly.

17. Abandoned Property and Administration

Vehicles, Products, or other property remaining without communication, payment, or pickup for extended periods are handled in accordance with the Terms of Service and Applicable Law. KWR preserves applicable lien, possessory, storage, collection, and other rights; formal lien assertion or enforcement is referred to legal counsel.