Terms & Conditions

Repair guarantee

Clementine Care Terms & Conditions

Clementine Care is free of charge for all policy holders. The service is designed to ease the burden of the logistics and legal concerns which arise from an accident, theft from your vehicle or any other similar damage. Subject to the terms details below, the service aims to provide assistance with the recovery of your vehicle to our approved body repair facility (should it be required) and to liaise with your insurance company to ensure that delays are minimised, keeping you informed of progress along the way. However, should you or your insurance company not wish to use our approved body repair facility for repairs, then the service will not be available to you.


In the event of an accident causing immobilisation of your vehicle within the UK, we will arrange for the recovery of your vehicle to your chosen manufacturer approved repair facility. Should your vehicle remain mobile following an accident, we will arrange an appointment for you to visit the approved body repair facility and, if required, a convenient time for your vehicle to be repaired.

Claims Notification

We will take relevant details from you regarding the accident and liaise with your insurance company when required.

Claims Administration

In the event of your vehicle being recovered by us, we will liaise with your insurance company regarding timely repairs to your vehicle.


We will not pay for: Any expenses incurred by you should you hold a third party fire and theft motor insurance policy or third party only motor insurance policy.

Lost Key Return Service

Upon returning lost keys Clementine will not accept any responsibility or pay compensation for any delivery not made by Royal Mail. Clementine is not responsible for any items removed from the key tag before being returned to the owner or any damage item/key that is returned to the owner. Your lost key return service is valid in the UK only.

Data Protection Policy

We feel strongly about protecting your privacy, so your information will be held by Clementine in accordance with the Data Protection Act 1998. Information we hold about you may be used for research and analysis or to contact you with relevant offers, invitations or information about our products, services or events. We may contact you by mail, telephone, fax, SMS or email, if you have provided the relevant information. Your information may be used by Clementine, and where relevant, passed to our associated companies or agents. If you do not wish to be contacted in the future please confirm the details you would like removing, in writing to: The Data Protection Officer, Clementine, Chartwell House, 1 Brunel Parkway, Pride Park, Derby DE24 8HR or via email to info@clementinecare.co.uk. Please contact us if you would like a full copy of our Data Protection Notice.

Maintaining your Lifetime Guarantee

All you need to do is have your car inspected free of charge every 12  months to validate its condition. Chartwell will make every effort to contact you in advance of the deadline to remind you that inspection is due, however, please note that it is ultimately your responsibility to ensure that this is carried out within the specific time.

In order to validate any claims, the following guidelines must be adhered to. These are designed to help with the effectiveness of the lifetime repair guarantee and protect Chartwells customers from fraudulent claims:

  • An inspection of the repaired area must be completed within 60 days of the annual due date.
  • The vehicle must be presented in a reasonable and clean condition and the lifetime repair guarantee booklet should be available for stamping.
  • The paintwork and bodywork must have been maintained in accordance with the driver’s handbook and the details contained in this leaflet.
  • Any damage to the protective coatings, either paint or corrosion protection material, must be dealt with immediately.
  • Nothing within the Lifetime repair guarantee will affect the vehicle owners statutory rights.
  • The Lifetime Repair Guarantee is transferable. It is, therefore, the owner’s responsibility when selling the car to inform the purchaser of the requirement for the annual inspection.
  • The vehicle must be road legal and have a current MOT.

Where annual inspections are not carried out the repair guarantee will only be valid for 3 years.

What our customers think?

“ This is the second time we have used chartwell, we was so impressed we insisted to our insurance company that this is the only place we would have to repair our car. Once again, we were not disappointed 1st class repair. Everyone was very helpful and friendly a pleasure working with them to get our car back on the road as soon as possible. They kept us informed and updates at all times. Chartwells is the best place to go if you want a first class repair and service. I have no hesitation in recommending Chartwells to my friends and family. Well done, keep up the fantastic work and thank you. ”

“Once again i return back to Chartwells. There quality and high standards cannot be matched the staff are all fantastic and a credit to the company. Just wished others would learn to drive so i didn’t need to return so often… Huge Thank You once again. ”

“Picked my car up on Friday the 1st of March and was totally amazed on how I was treated by the chairman and all his staff, he took me to the car after a long and interesting chat and was equally amazed on the job they had done. first class indeed. ”

“Finding the right car body repairer is not always an easy task. Chartwells are about as good as it gets. My first visit to Chartwells was to obtain a quote for the damage done to my car. The building did not appear to be a body shop repair centre. However, when you enter through the glass doors and see Ferrari and Porsche in the show room you think you are in the wrong place. The place simply oozed professionalism. ”

“Providing a pleasurable experience throughout the repair process. Continual updates from the most professional of advisors culminating in the highest standard of repair and paint. I wouldn’t use anybody else. ”

Chartwell holds manufacturer approvals from:

Aston Martin, Ferrari, Jaguar, Land Rover, Lamborghini, Maserati, Honda NSX, McLaren, Mercedes Benz, is a Porsche centre approved body repairer with Dealer Appointments from Bentley and are a Audi & BMW accident repair specialist.