Terms of sale

1. About us

Turnkey Simulators is a trading name of Turnkey Associates Ltd, a company registered in England and Wales (company number 12709715). Our registered office is The Old Stables, Kings Lane, Cookham, SL6 9AY. Our VAT number is GB 359 1369 70.

You can contact us by phone on 0330 175 6600, by email at hello@turnkeysimulators.com, or by post at the address above.

These terms apply when you buy a simulator, option or service from us as a consumer. If you are buying for a business, please contact us; parts of these terms (such as cancellation rights) apply only to consumers.

2. How ordering works

Every Turnkey simulator is a bespoke build, made to your own specification. Ordering has three steps:

1. Reserve your build. Configure a simulator online and pay a deposit to reserve a build slot, or contact us by phone, email or in our showroom.
2. Specification consultation. We arrange a consultation with you, by phone, by video or at our Cookham showroom. Together we tailor the build to you, including your driving position, seat, wheel and pedal geometry, frame dimensions, screens and software.
3. Confirm your specification. We email you your final bespoke specification and price. Our contract to build your simulator starts when you confirm that specification to us in writing (by email is fine).

The price you configure online is our price for that specification. If anything you choose at the consultation changes the price, we will tell you before you confirm.

If we cannot build your simulator (for example, if a component is no longer available or there is an obvious pricing error), we will tell you and refund anything you have paid in full. If a component you chose becomes unavailable after you have confirmed, we will offer a substitute of equal or better specification. If you are not happy with the substitute, you may cancel and receive a full refund.

3. Prices and payment

Prices on the product pages are shown excluding VAT for comparison. The total you pay, shown in the configurator and at checkout, includes VAT at the current rate. Delivery and installation within 2 hours' drive of our Cookham showroom are included. For locations further away, we will agree any additional travel cost with you before you confirm your specification.

Deposit. When you reserve online, you pay a deposit of 75% of the total price. The deposit is taken by Stripe, our payment provider. We never see or store your full card details.

Balance. The remaining balance is due before installation. We will send you an invoice for it.

If you decide not to go ahead before confirming your specification, we will refund your deposit in full (see section 5).

4. Build, delivery and installation

Every simulator is built to order and fully tested before it leaves our workshop. We aim to install within 15 to 20 working days of you confirming your specification, and we will agree the installation date with you. Any dates we give are estimates; we will keep you informed of any delay.

One of our engineers will deliver and install your simulator at the address you give us on a date agreed with you. Please make sure that:

• there is enough space for the simulator and safe access to the room, including any stairs;
• there is a suitable mains power supply nearby;
• someone over 18 is present for the installation.

If we cannot complete the installation because of something within your control (for example, no access on the agreed date), we may charge reasonable costs for a return visit.

The simulator becomes your responsibility once it is delivered to your address. Ownership passes to you once we have received payment in full.

5. Cancelling

Before you confirm your specification. You can cancel at any time, for any reason, before you confirm your final specification. Email hello@turnkeysimulators.com or call us, and we will refund your deposit in full within 14 days.

After you confirm your specification. Your simulator is then made to your own specification, so the 14-day cancellation right under the Consumer Contracts Regulations 2013 does not apply (regulation 28(1)(b), goods made to the consumer's specifications). This is why we only start building once you have confirmed your specification in writing. We will remind you of this when we send your specification.

This does not affect your legal rights if your simulator is faulty or not as described (see section 7).

6. Support and warranty

Every simulator comes with 12 months of support from the date of installation, or longer if you choose extended support. Support includes help by phone, email and remote connection, and an engineer visit where a problem cannot be fixed remotely.

Components are also covered by their manufacturers' warranties, and we will handle any warranty claim for you during your support period.

Support does not cover damage caused by accident, misuse, or changes or repairs made by anyone other than us, or problems with third-party games, online services or accounts.

7. Your legal rights

Nothing in these terms affects your legal rights. Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality, and services must be carried out with reasonable care and skill. If something is wrong, contact us and we will put it right by repair, replacement or refund as the law requires. For more information, contact Citizens Advice.

8. Software and accounts

Your simulator comes with the software listed in its specification. Software and game licences are provided on their publishers' own terms. Some titles need their own online accounts or subscriptions, which are your responsibility.

9. Our liability

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, or for business losses. We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, or for fraud.

10. Complaints

If you are unhappy with anything, please contact us at hello@turnkeysimulators.com or on 0330 175 6600 and we will do our best to resolve it quickly.

11. Law

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.