General terms and conditions of service and sale

("Service Terms") of CARGLASS® Suisse SA
Signy Centre, rue des Fléchères 7A, CH - 1274 Signy
(Status as of April 1st, 2024)

For ease of reading, only the masculine form is used in this document, but all references apply to all genders.

1. Scope of application

All services (“Services”) provided by CARGLASS® for vehicle glass replacement (“Replacement”) or chip repair (“Repair”) are exclusively governed by these General Terms and Conditions of Service and Sale (“General Terms”), which the Customer accepts by entrusting their vehicle to CARGLASS® for glass damage repair. These General Terms also apply to the sale of products offered by CARGLASS® (“Products”), to the calibration, as per manufacturer guidelines, of advanced driver assistance systems installed on the windshield (“Recalibration”), and to all future interactions between CARGLASS® and the Customer related to a Service.

The Customer may not invoke any differing or additional conditions, even if CARGLASS® has not explicitly objected to them.

2. Conditions of execution

CARGLASS® reserves the right to refuse to carry out a Service or Recalibration if such work cannot be performed according to professional standards due to the condition of the vehicle (e.g., rust, visible body damage that may hinder glass installation) or if the vehicle does not comply with applicable legal or regulatory requirements. This includes, but is not limited to, Recalibration cases where tires are underinflated, chassis modifications exceed tolerances, or Services are requested for a vehicle without a license plate or road tax sticker. Any refusal by CARGLASS® will be duly justified.

Appointments made by phone or via the website will be confirmed by email. CARGLASS® reserves the right to reschedule the appointment, particularly in case of delivery delays for parts or if weather conditions prevent on-site mobile service. In all cases, the Customer will be informed as soon as possible and offered a new appointment.

3. Prices and invoicing

3.1 Prices are invoiced according to the CARGLASS® price list valid at the time of the Service, Recalibration, or Product sale.

A deposit is required for the installation of Plexiglas. This deposit will be refunded if the Customer has the Plexiglas replaced at a CARGLASS® center in Switzerland within 14 days of installation.

3.2 If the Service is covered by a comprehensive insurance policy and the insurer covers the cost, CARGLASS® will send the invoice directly to the insurer. The Customer remains responsible for paying any deductible stipulated in the insurance contract, as well as VAT if applicable. 

The Customer commits to paying the full amount of the Service immediately upon request by CARGLASS® in the event of non-payment by the insurer, regardless of the reason. CARGLASS® remains independent from the contractual relationship between the Customer and their insurer. The Customer is encouraged to contact their insurer for any policy-related matters.

3.3 Missed appointments

In the event of a no-show, CARGLASS® will charge an administrative fee of CHF 40.00 for a Repair appointment and CHF 80.00 for a Replacement appointment. No fee will be charged if the appointment is cancelled at least 24 hours in advance.

3.4 Incorrect information

If, during the booking of a Replacement, the Customer provides incorrect information (such as an incorrect vehicle identification number, wrong year of first registration, etc.), the part ordered by CARGLASS® based on this information may not fit the vehicle and a new part may need to be ordered. CARGLASS® reserves the right to charge a compensation fee.

3.5 Customer bad faith

CARGLASS® reserves the right to refuse a Service in cases of bad faith or suspicious/unusual Service requests from the Customer.

4. Vehicle collection and claims

Upon collecting the vehicle, the Customer must immediately check its condition and the proper completion of the Service. If the Customer takes back the vehicle without issuing a reservation or remark, the Service will be considered accepted and free of visible defects or damage. In particular, the absence of distortion in the driver’s visual field after a chip Repair must be checked by the Customer. Any later complaint about visible defects, repaired chips in the driver’s field, or visible damage present at the time of return will be rejected.

In the case of non-visible defects affecting a Product, Service or Recalibration, the Customer must notify CARGLASS® within seven working days. The Customer may assert their warranty rights for up to one year from the notification of the defect, provided they submit the CARGLASS® warranty certificate. Complaints must be addressed to Customer Service by phone at 0800 818 118, by email at customer.solutions@carglass.ch, or in writing to: Rue des Fléchères 7A, CH-1274 Signy Centre.

5. Warranties

CARGLASS® provides a two-year warranty from the date of vehicle return for Products (see 5.1) and Recalibration (see 7), and a lifetime warranty for Services (see 5.2), under the following conditions and in accordance with the notification and limitation terms stated in clause 4.

5.1 Product Warranty
For windshield Replacement, CARGLASS® uses glass manufactured to OEM (Original Equipment Manufacturer) standards, sourced from suppliers providing glass to car manufacturers or other authorized suppliers. The quality of glass used is certified and equivalent to the original, meaning it has the same essential technical and safety features.

If this warranty is not fulfilled, CARGLASS® commits to replacing the glass that does not meet the quality described in this clause 5.1, excluding any further Customer claims. CARGLASS® offers a warranty on glass in accordance with Articles 197 ff. of the Swiss Code of Obligations.

5.2 Service Warranty
CARGLASS® offers a warranty on Services performed. Unless otherwise stated in clauses 5.2.4 and 5.3, this warranty is valid for the entire operational life of the vehicle under the following conditions ("Service Warranty").

5.2.1 Replacement
For glass Replacements, CARGLASS® guarantees against leaks, sealing faults, or whistling noises, unless the vehicle suffers subsequent damage, such as an accident, modifications affecting the glass, or abnormal wear due to poor maintenance or external intervention.

In case of a defect covered by the warranty, the Customer must inform CARGLASS® without delay. CARGLASS® will assess the cause and bear the cost of correcting the defect up to the original amount paid for the faulty Service (maximum refund principle). Any other costs incurred remain the Customer’s responsibility, including downtime, loss of income, transportation, rental vehicles, etc.

5.2.2 Repair
CARGLASS® commits to carrying out Repairs diligently and according to industry standards. A Repair is considered defective only if the repaired chip later cracks after vehicle return. In this case, if the Customer commissions CARGLASS® to perform a Replacement, the amount paid for the defective Repair will be deducted from the Replacement cost.

CARGLASS® explicitly notes that a Repair may remain visible or that the damaged glass may crack spontaneously during the Repair. Such situations are not considered defective Repairs, and CARGLASS® assumes no liability. However, the cost of the Repair will still be deducted if the Customer opts for a Replacement.

5.2.3 Conditions for Applying the Service Warranty
The Customer must give CARGLASS® the time needed to carry out the Repair or Replacement under the warranty. Only in cases where significant damage could occur due to a defect covered by the Service Warranty, or if CARGLASS® delays inspection or correction of such defect, may the Customer—after obtaining written consent from CARGLASS®—have the defect inspected or corrected by a third party and then request reimbursement of those inspection or repair costs, excluding any other indirect costs.

The Service Warranty becomes void if the Customer or any third party repairs or replaces the guaranteed glass or handles parts related to the CARGLASS® Service without first contacting CARGLASS®.

5.2.4 Exclusion of the Service Warranty
The Service Warranty does not apply in the event of stone chips, accidents, vandalism, fire, hail, or any other cause not attributable to CARGLASS®.

The warranty is also excluded in the following cases:

• Following a defective Replacement:
  (i) if CARGLASS® installs a product supplied by the Customer,
  (ii) if the vehicle has been modified for a purpose different from its original use,
  (iii) in cases of wear, corrosion, or material aging,
  (iv) if the claimed defect results from an accident, Customer action or negligence (including poor maintenance, modification, misuse), or third-party action (e.g., a later intervention),
  (v) or generally, from any cause unrelated to the Replacement by CARGLASS®.
• Following a defective Repair:
  (i) if the vehicle has been modified from its original use,
  (ii) if the defect results from an accident, Customer action or negligence, or third-party intervention,
  (iii) or from any cause not related to the Repair carried out by CARGLASS®.
• Normal wear or repeated poor maintenance of the vehicle.
• Any Service performed outside Switzerland, unless it was organized through CARGLASS®.

The Service Warranty is strictly limited to a new Replacement or Repair by CARGLASS®, excluding any other claim. In particular, CARGLASS® disclaims all liability for indirect or consequential costs or damages.

5.3 The Customer must assert their rights under the Service Warranty in writing within seven working days of the covered incident, providing the CARGLASS® warranty certificate or invoice for the concerned Service.

5.4 Product Warranty
The Products sold by CARGLASS® are covered by statutory warranty conditions, provided they are used in accordance with the manufacturer’s instructions.

6. Liability

6.1 Subject to clause 6.3 below, CARGLASS®’s liability is limited as follows. CARGLASS® assumes no liability (contractual or extra-contractual) except in cases of intentional misconduct or gross negligence for which it is directly responsible. The burden of proof for such intent or gross negligence lies with the Customer.

6.2 Within the limits set by clause 6.1, CARGLASS® accepts no liability for damage to vehicle components unrelated to the glass itself (e.g. non-functioning window regulators, paint damage, interior panel damage, etc.), nor for any contents left in the vehicle, unless the Customer has expressly entrusted these items to CARGLASS® for safekeeping.

6.3 The above liability limitations (clauses 6.1 and 6.2) do not apply where liability is mandatory under applicable law (e.g. the Swiss Product Liability Act) or where the conditions of the Service Warranty described in clause 5.2 apply.

If the Customer fails to collect the vehicle on the agreed date and time—or at the latest by closing time of the delivery center on the scheduled day—CARGLASS® may park the vehicle outside the premises at the Customer’s risk and responsibility.

7. Recalibration of advanced driver assistance system (ADAS) camera, warranty, and liability exclusion

7.1 If the Customer’s vehicle is equipped with an ADAS system that includes a camera integrated into the windshield ("Camera"), CARGLASS® will recalibrate the Camera after the windshield has been replaced, if recommended by the vehicle manufacturer. CARGLASS® may also subcontract the Recalibration to third parties, with the Customer’s prior consent.

If, contrary to manufacturer recommendations, CARGLASS® cannot perform the Camera Recalibration, the Camera or ADAS system may not function properly. CARGLASS® will inform the Customer no later than at the time of vehicle return. In such cases, the Customer is warned not to rely on the driver assistance system and will bear full responsibility in the event of an accident related to system malfunction.

CARGLASS® will not recalibrate the Camera in the following cases:
(i) the Customer refuses Recalibration,
(ii) CARGLASS®'s equipment is incompatible with the vehicle model,
(iii) the vehicle’s condition does not permit proper Recalibration according to best practices.
In all cases, CARGLASS® will provide written notice of the non-performance of the Recalibration and will invite the Customer to schedule a new appointment or visit another service provider (e.g. dealership).

CARGLASS® reserves the right to refuse to replace the windshield if the vehicle’s tires are underinflated, if chassis modifications exceed manufacturer limits, or if the vehicle is in poor condition, as this may compromise Recalibration quality.

If the vehicle requires dynamic Recalibration, the Customer must provide prior consent for a CARGLASS® technician to drive the vehicle. If the Customer is absent at the time of Replacement, leaving the vehicle and keys at CARGLASS® is considered equivalent to giving consent.

7.2 CARGLASS® offers a warranty on Recalibrations performed by its personnel under the following conditions:

• The warranty only covers defects in the Recalibration procedure of the Camera and only if performed by CARGLASS® itself.
• The warranty does not cover any damage not directly caused by a defect in the Recalibration procedure carried out by CARGLASS®.
• The warranty becomes void if the recalibrated Camera is tampered with (regardless of how or by whom), or if it is improperly maintained by the vehicle owner or any third party.
• The warranty is valid until the occurrence of one of the following events:
  (i) 24 months have passed since the vehicle was returned after the CARGLASS® intervention;
  (ii) the windshield or Camera is replaced again;
  (iii) an event requires a new Recalibration of the Camera;
  (iv) the vehicle is modified after an accident or due to alterations affecting its height or width.

Events requiring a new Recalibration are listed in the vehicle manufacturer’s maintenance manual or similar documentation.

If the Customer commissions CARGLASS® for Recalibration but it is performed by a third party on CARGLASS®'s behalf, only the third party's warranty applies. Upon request, CARGLASS® will transfer any warranty rights it holds and provide the necessary documentation for the Customer to claim those rights.

7.3 If the Customer refuses to authorize CARGLASS® (or a third party) to carry out Recalibration following windshield Replacement, any defects in Camera or ADAS functioning following said Replacement will not be covered by the warranty.

7.4 CARGLASS® disclaims all liability regarding the correct functioning of the Camera or ADAS. It shall not be held liable for any malfunctions or resulting consequences in the following situations:

• If CARGLASS® provides a Service on a window other than the one housing the Camera.
• If CARGLASS® replaces the windshield on a vehicle where the manufacturer does not recommend Camera Recalibration.

7.5 Insofar as a defective Recalibration is covered by CARGLASS®’s warranty, CARGLASS® will remedy the defect at its own expense, excluding any further Customer claims. This warranty is valid only if CARGLASS® is informed within seven working days of the defect, and it ends two years after the return of the vehicle, in line with clause 4.

8. Data processing and protection

The applicable data protection regulations and CARGLASS®’s privacy policy apply to the processing of personal data. For more information, please refer to the Privacy Policy available on our website: www.carglass.ch.

9. Miscellaneous

9.1 These Service Terms may be updated regularly. Only the most recent published version is applicable and binding on the Customer.

9.2 If any provision of these Service Terms is found to be invalid in whole or in part, the validity of the remaining provisions shall not be affected.

9.3 Swiss law shall exclusively apply to these Service Terms. The United Nations Convention on Contracts for the International Sale of Goods (CISG) and other international treaties are reserved to the extent of their applicable scope.