Terms and Conditions

Last updated: 10th April 2026

Important information about electronic programming

Some modern vehicle security systems and electronic control modules carry a small risk of failure, loss of communication, data corruption, or immobilisation during legitimate diagnostic, programming, coding, or repair procedures.

We use appropriate specialist diagnostic and programming equipment, established procedures, vehicle voltage support where appropriate, and reasonable care and skill. These precautions reduce the risk but cannot completely remove risks caused by the condition, design, software, previous history, or latent faults within a vehicle or its electronic modules.

Where we identify a material programming risk, we may send you a separate risk notice before attending or starting work. You may be required to confirm in writing that you understand the identified risk and authorise us to proceed.

Where an electronic failure results from an inherent, latent, or pre existing vehicle or module fault, and was not caused by Car Key HQ failing to exercise reasonable care and skill, the vehicle owner will be responsible for the resulting recovery, diagnosis, specialist assistance, and repair costs.

This does not exclude or limit your statutory rights or our responsibility where we have failed to exercise reasonable care and skill.

1. About us

Car Key HQ is the trading name of Charlie Ager, a sole trader.

In these Terms and Conditions, “we”, “us”, and “our” mean Charlie Ager trading as Car Key HQ. “You” and “your” mean the person or business requesting or authorising the goods or services.

Our contact details are:

Business name: Car Key HQ

Proprietor: Charlie Ager

Telephone: 07985 023 841

Email: info@carkeyhq.com

Website: www.carkeyhq.com

2. About these terms

2.1 These Terms and Conditions apply to quotes, bookings, call outs, goods, and services supplied by Car Key HQ.

2.2 These terms apply where they have been provided or made reasonably available to you before you become bound by the contract.

2.3 A contract will normally be formed when, after receiving the relevant quote and terms, you:

a. Accept our quote or booking confirmation.

b. Ask us to attend.

c. Pay a deposit or call out fee.

d. Authorise us to order or prepare a part.

e. Authorise us to begin work.

2.4 Your quote, booking confirmation, agreed job description, these terms, and any specific programming risk notice provided before the work together form the contract between you and us.

2.5 Any job specific terms that we both expressly agree in writing will take priority over these general terms to the extent that they are inconsistent.

2.6 Changes made to the website version of these terms will apply only to future contracts. They will not change an existing contract unless you and we expressly agree to the change.

3. Our services

3.1 We provide mobile auto locksmith services. These may include:

a. Vehicle entry.

b. Car key cutting.

c. Replacement and spare vehicle keys.

d. All keys lost services.

e. Key, remote, and key fob programming.

f. Key and remote repair.

g. Transponder programming.

h. Immobiliser and security system diagnosis.

i. Broken key extraction.

j. Ignition and steering lock work.

k. Lock repair or replacement.

l. Control module reading, programming, adaptation, repair, or data work.

m. Other vehicle locksmith or electronic services agreed before work begins.

3.2 The exact service we agree to provide will be stated in the quote, booking confirmation, invoice, or written conversation with you.

3.3 We may decline work that we reasonably believe is unsafe, unlawful, outside our competence, unsupported by our equipment, or likely to cause a disproportionate risk to the vehicle.

4. Quotes, prices, and the agreed work

4.1 Quotes are based on the information you provide, including the vehicle registration, make, model, year, key type, vehicle condition, fault description, location, and previous work.

4.2 You must tell us if any information changes or if you discover information that may affect the work.

4.3 A quote may change if:

a. The vehicle or key differs from the information provided.

b. The vehicle has a different security system from the one reasonably expected.

c. Additional faults or previous repair attempts are discovered.

d. Additional parts or work are required.

e. Access to the vehicle or relevant modules is materially more difficult than described.

4.4 We will explain any material price change and obtain your agreement before carrying out additional chargeable work.

4.5 We will not charge for additional optional work that you have not authorised.

4.6 Where a charge applies for attendance, diagnosis, testing, cutting, programming attempts, or labour regardless of the final outcome, we will make this clear before starting the chargeable work.

4.7 Where we expressly agree that a job is offered on a successful completion basis or a no fix, no fee basis, that specific agreement will take priority.

4.8 Unless otherwise stated, a quote is based on the price and availability of parts at the time it is given. Supplier prices and availability may change before a booking is confirmed.

4.9 Any parking, toll, congestion, or access charge will only be added where it was included in the quote or agreed with you before it was incurred, except where a minor unavoidable charge could not reasonably have been identified in advance. We will explain any such charge.

5. Bookings and arrival times

5.1 Appointment and arrival times are estimates unless we expressly confirm that a particular time is guaranteed.

5.2 Arrival times can be affected by traffic, weather, emergencies, supplier delays, and earlier jobs taking longer than reasonably expected.

5.3 We will take reasonable steps to attend within the agreed time or arrival window and will let you know where we become aware of a material delay.

5.4 If a significant delay occurs and a revised time is unsuitable, you may reschedule or cancel the unperformed service. Any refund will take account of work, travel, personalised parts, or other costs already reasonably incurred with your prior agreement and your statutory rights.

5.5 You must ensure that we can safely and legally access the vehicle at the agreed location.

5.6 You must tell us about parking restrictions, height restrictions, access controls, unsafe ground, or any other location issue that may prevent us from attending or working.

5.7 If we arrive and cannot safely or legally access the vehicle, cannot locate you or the vehicle, cannot obtain proof of ownership, or cannot proceed because information you supplied was materially incorrect, a reasonable wasted visit or call out charge may apply.

5.8 Any such charge will reflect the reasonable costs and losses actually incurred and any costs we were reasonably able to avoid.

6. Proof of ownership and authority

6.1 We require reasonable evidence that you are the vehicle owner, registered keeper, authorised user, or otherwise legally entitled to request the work.

6.2 Evidence may include photographic identification and a vehicle registration document, insurance document, purchase document, hire agreement, company authority, or other reasonable evidence.

6.3 We may refuse or stop work if satisfactory evidence cannot be provided or if we reasonably suspect fraud, theft, deception, or unlawful activity.

6.4 You confirm that all information and documents supplied to us are genuine and accurate.

6.5 Where you are authorising work on behalf of another person or business, you confirm that you have authority to enter into the contract and authorise the work.

6.6 We may keep an appropriate record of the ownership and identity evidence checked, in accordance with our Privacy Policy and legal obligations.

7. Your responsibilities

7.1 You agree to:

a. Provide accurate vehicle, key, and fault information.

b. Provide safe and lawful access to the vehicle.

c. Provide any existing keys, remotes, security information, or relevant parts requested by us.

d. Tell us about previous locksmith work, diagnostic work, programming attempts, module repairs, electrical work, accident damage, water damage, or modifications.

e. Tell us if the battery has been flat, disconnected, replaced, or jump started recently.

f. Tell us about intermittent starting, locking, ignition, steering lock, battery, charging, communication, or immobiliser faults.

g. Tell us about aftermarket alarms, immobilisers, trackers, remote start systems, audio systems, or other modified equipment.

h. Follow reasonable safety and operating instructions given during or after the work.

i. Ensure an authorised adult is available where required to approve work, test the vehicle, and make payment.

7.2 You should remove valuable, fragile, or sensitive personal items from the immediate work area before we begin.

7.3 You must not interfere with our equipment or move, start, disconnect, or operate the vehicle while we are working unless we ask you to do so.

7.4 Failure to disclose relevant information may affect the diagnosis, outcome, time required, cost, and level of risk.

8. Vehicle condition and previous work

8.1 Our quote and proposed procedure may assume that the vehicle, locks, wiring, battery, control modules, and security system are in serviceable condition except for the fault described to us.

8.2 Vehicles may contain pre existing or latent faults that are not reasonably visible or detectable before work begins.

8.3 We are not responsible for a pre existing fault, previous damage, defective third party work, or a latent defect that we did not cause.

8.4 Existing or latent faults may only become apparent when a component is operated, dismantled, tested, communicated with, or placed under normal programming conditions.

8.5 The fact that a fault becomes apparent while we are working, or shortly afterwards, does not by itself establish its cause.

8.6 Equally, these terms do not create an automatic presumption that a fault was pre existing. Responsibility will depend on the available evidence, including the condition and history of the vehicle, diagnostic records, the work performed, and any appropriate expert assessment.

8.7 We may photograph or record relevant vehicle condition, warning lights, keys, modules, diagnostic results, and existing damage before, during, or after the work for legitimate job, quality, warranty, insurance, or dispute records.

9. Vehicle entry, locks, and mechanical work

9.1 We use non destructive vehicle entry and repair methods wherever reasonably practicable.

9.2 Some damaged, seized, corroded, previously repaired, or unusually secure locks and components may require drilling, dismantling, extraction, replacement, or another invasive procedure.

9.3 Where we believe an invasive procedure is reasonably necessary, we will explain the proposed procedure and any material risk before proceeding wherever reasonably practicable.

9.4 Worn, damaged, corroded, or previously forced locks, trims, seals, handles, ignition components, and steering components may fail or deteriorate during normal operation or repair.

9.5 We will use reasonable care and skill to avoid unnecessary damage. We remain responsible for avoidable damage caused by our failure to exercise reasonable care and skill.

9.6 Where a component fails solely because of its pre existing or latent condition despite reasonable care being used, the cost of repairing or replacing that component will remain the vehicle owner’s responsibility.

10. Replacement keys and vehicle security

10.1 The appearance, casing, logo, button layout, blade, or construction of an aftermarket or universal key may differ from the original key.

10.2 Where an aftermarket or universal key is agreed, it may look different from the original but will be intended to provide the functions agreed in the quote.

10.3 We will tell you which functions are included where this is material, such as remote locking, proximity entry, emergency blade operation, boot release, or passive starting.

10.4 Functions that the vehicle itself does not support, or which are affected by an existing vehicle fault, cannot be guaranteed.

10.5 Some vehicles require all available keys to be present during programming. Existing keys that are not present may be removed from the vehicle memory and may no longer start the vehicle.

10.6 Where you ask us to remove a missing key from the vehicle memory, this will normally prevent its transponder or remote function from authorising the vehicle. It will not necessarily prevent a matching mechanical blade from opening a physical lock.

10.7 Full protection against a missing mechanical key may require the vehicle locks to be replaced or altered separately.

10.8 You must tell us if you want a missing key removed from the vehicle memory. We will explain what can reasonably be achieved on the relevant vehicle.

10.9 Remote range and performance can be affected by the vehicle receiver, aerials, battery condition, interference, vehicle software, and other matters outside the replacement key itself.

10.10 Where reasonably practicable, you should test the agreed key functions before we leave.

11. Key, remote, and key fob repairs

11.1 Key and remote repairs may require a casing, circuit board, battery, transponder, coil, switch, track, solder joint, or other internal component to be tested, opened, dismantled, repaired, or transferred.

11.2 Some keys and remotes are sealed, bonded, welded, brittle, previously repaired, or not designed to be repeatedly dismantled.

11.3 A key or remote with an intermittent or pre existing fault may contain weakened switches, solder joints, circuit tracks, coils, transponders, or damaged internal components.

11.4 Opening, testing, or operating an already faulty component may reveal or worsen a latent weakness even where reasonable care is used.

11.5 Where we identify a material risk of opening or working on a sealed, fragile, previously repaired, or already faulty key, we will explain that risk before proceeding wherever reasonably practicable.

11.6 If you instruct us to continue after receiving that explanation, you accept the identified risk and authorise us to proceed.

11.7 Where an existing or latent component failure occurs despite reasonable care and skill, and was not caused by our breach, the cost of replacement or further repair will remain your responsibility.

11.8 This does not make you responsible for damage caused by our failure to exercise reasonable care and skill.

11.9 A diagnosis, testing, or attempted repair charge may remain payable if the repair is unsuccessful, but only where that charging basis was explained and agreed before the chargeable work began.

12. Battery support and vehicle electrical condition

12.1 Key programming and diagnostic work may require stable vehicle voltage.

12.2 Where appropriate, we may use a battery support unit or power supply intended to maintain suitable voltage during the procedure.

12.3 Battery support reduces voltage related risk but does not repair or guarantee the condition of the battery, charging system, earth connections, wiring, control modules, or other vehicle electronics.

12.4 Programming may fail or be interrupted where the vehicle has:

a. A weak, damaged, unsuitable, or deeply discharged battery.

b. A charging system fault.

c. Poor earth or power connections.

d. Wiring or communication faults.

e. Excessive electrical load.

f. Water damage or corrosion.

g. A faulty or unstable control module.

12.5 We may pause, refuse, or reschedule programming if we reasonably consider the vehicle voltage or electrical condition unsuitable.

12.6 Additional battery, charging system, wiring, or electrical diagnosis will only be carried out and charged for where it has been agreed.

13. Important electronic programming and diagnostic risks

13.1 Key programming, immobiliser programming, coding, diagnostics, module reading, module writing, adaptation, synchronisation, resetting, unlocking, and data repair involve communication with vehicle security and electronic systems.

13.2 These systems may include the immobiliser, body control module, engine control module, instrument cluster, gateway, steering lock, keyless entry module, alarm, remote locking system, and related control units.

13.3 We will use:

a. Appropriate specialist diagnostic, programming, and data handling equipment intended for the relevant type of work.

b. Established procedures appropriate to the vehicle and equipment.

c. Vehicle voltage support where reasonably appropriate.

d. Data backup and recovery procedures where they are supported and reasonably available.

e. Reasonable care and skill.

13.4 These precautions reduce risk but cannot completely remove risks arising from the design, age, condition, software, previous history, previous programming, previous repairs, or latent defects within the vehicle.

13.5 On rare occasions, possible outcomes during or after legitimate programming or diagnostic work include:

a. A replacement key, remote, or transponder not being accepted.

b. An existing key or remote requiring further programming or no longer being recognised.

c. Security, configuration, or immobiliser data failing to complete, becoming corrupted, or no longer matching another module.

d. A control module entering a recovery state, becoming unresponsive, or no longer communicating.

e. The ignition not switching on.

f. The vehicle not cranking or starting.

g. An electronic steering lock failing to release or remaining engaged.

h. Central locking, alarm, proximity, lighting, remote, or other body functions being affected.

i. Warning lights, settings, stored faults, radio settings, window settings, or other vehicle settings requiring reset or further coding.

j. The vehicle requiring recovery, further diagnosis, data recovery, specialist repair, module repair, module replacement, coding, manufacturer programming, or main dealer assistance.

13.6 Not every risk applies to every vehicle or procedure.

13.7 Where a failure is caused by an inherent, latent, or pre existing vehicle or module fault, and the work was performed with reasonable care and skill, responsibility for recovery, diagnosis, data recovery, specialist assistance, and repair costs will remain with the vehicle owner.

13.8 Where loss or damage is caused by our failure to exercise reasonable care and skill, clause 13.7 will not apply to that loss or damage.

14. Manufacturer and system specific risks

14.1 The following are examples of possible system specific risks. They do not mean that a failure is likely and the list is not exhaustive.

14.2 BMW CAS, FEM, BDC, and related systems

Possible outcomes can include:

a. The CAS, FEM, BDC, or a related module becoming unresponsive.

b. Key, security, or immobiliser data failing to write correctly, becoming corrupted, or no longer matching.

c. Existing or replacement keys no longer being recognised.

d. Loss of ignition, cranking, or engine start authorisation.

e. A mismatch between the immobiliser and an engine control module.

f. An electronic steering lock failing to release or remaining engaged.

g. The vehicle requiring recovery, specialist data repair, module repair, module replacement, coding, programming, or assistance from a BMW specialist or BMW main dealer.

14.3 Ford BCM, PATS, and related systems

Possible outcomes can include:

a. BCM or PATS programming failing to complete.

b. Security data becoming corrupted or failing to synchronise with another module.

c. Existing or replacement keys being erased, rejected, or not recognised.

d. The vehicle remaining immobilised or failing to start.

e. Central locking, alarm, ignition, or other body functions being affected.

f. The vehicle requiring recovery, parameter reset, module data repair, module programming, module replacement, or assistance from a Ford specialist or Ford main dealer.

14.4 Mercedes Benz EIS, EZS, ESL, ELV, and related systems

Possible outcomes can include:

a. A key no longer being authorised.

b. The ignition failing to switch on.

c. The EIS or EZS becoming unresponsive.

d. The electronic steering lock failing to release or remaining engaged.

e. The vehicle being unable to start or move.

f. The vehicle requiring recovery, key data repair, EIS repair, steering lock repair, module replacement, coding, programming, or specialist assistance.

14.5 Jaguar and Land Rover KVM, RFA, BCM, and related systems

Possible outcomes can include:

a. Key or immobiliser data failing to synchronise.

b. Existing or replacement keys no longer being recognised.

c. Remote, proximity, central locking, alarm, or starting functions being affected.

d. A relevant control module becoming unresponsive or losing communication.

e. The vehicle requiring recovery, specialist module repair, data recovery, module replacement, coding, programming, or manufacturer assistance.

14.6 Volkswagen Group MQB, MLB, BCM2, instrument cluster, gateway, and related systems

Possible outcomes can include:

a. Key or immobiliser data failing to adapt or synchronise.

b. Existing or replacement keys no longer being recognised.

c. A security, gateway, cluster, body control, or steering lock module becoming unresponsive.

d. The vehicle remaining immobilised.

e. The vehicle requiring data recovery, module repair, component adaptation, online programming, module replacement, recovery, or specialist assistance.

14.7 PSA BSI, Renault UCH, Fiat group body computers, Volvo CEM, and related systems

Possible outcomes can include:

a. Security or vehicle configuration data becoming corrupted or failing to synchronise.

b. Existing or replacement keys not being recognised.

c. A body or security module becoming unresponsive.

d. The vehicle not starting.

e. Central locking, alarm, lighting, remote, or other electrical functions being affected.

f. The vehicle requiring data recovery, module configuration, module repair, module replacement, coding, recovery, or specialist assistance.

14.8 Similar risks may apply to other vehicle security, body, immobiliser, gateway, instrument, and steering lock systems.

14.9 Where a risk is inherent in the design, software, condition, or history of a vehicle system, using another competent repairer or another compatible item of equipment cannot necessarily remove that risk.

15. Specific risk notices and your authorisation

15.1 Where we identify a material or heightened programming, dismantling, module, or steering lock risk, we may give you a separate written risk notice before attending or before starting the relevant work.

15.2 We may require you to confirm in writing that:

a. You have received and read the notice.

b. The relevant risk and possible consequences have been explained.

c. You understand that the vehicle could become immobilised or require recovery and further repair.

d. You understand that using appropriate equipment, procedures, voltage support, and reasonable care reduces but cannot completely remove an inherent, latent, or pre existing vehicle risk.

e. You authorise Car Key HQ to proceed.

15.3 By authorising us to proceed after receiving a specific risk notice, you knowingly accept the identified inherent risk.

15.4 This means that you accept financial responsibility for the consequences only where the failure results from an inherent, latent, or pre existing vehicle or module fault, or another cause outside our breach.

15.5 Your acceptance does not transfer responsibility to you for damage caused by our failure to exercise reasonable care and skill.

15.6 If you do not wish to accept a material identified risk, either party may decide not to proceed with the relevant work. Any charge or refund will take account of work, travel, or personalised parts already reasonably authorised and supplied.

16. Customer supplied parts

16.1 If you ask us to cut, programme, fit, repair, unlock, or test a customer supplied part, you accept that we did not select or supply that part.

16.2 Customer supplied keys, remotes, fobs, transponders, blades, shells, locks, ECUs, body control modules, immobiliser modules, or other components may be:

a. Incorrectly identified.

b. Incompatible with the vehicle.

c. Previously used or programmed.

d. Locked to another vehicle.

e. Counterfeit or of uncertain origin.

f. Damaged, defective, incomplete, or refurbished.

g. Previously modified, opened, unlocked, repaired, or corrupted.

16.3 We cannot guarantee the quality, condition, compatibility, reliability, or history of a customer supplied part.

16.4 We will use reasonable care and skill when working with it.

16.5 An agreed attendance, diagnosis, cutting, programming, testing, or labour charge may remain payable where the supplied part does not work, provided that the charging basis was explained before the work began.

16.6 Any claim concerning the quality or warranty of a customer supplied part must normally be made against the supplier of that part.

16.7 We remain responsible for damage caused by our failure to exercise reasonable care and skill.

17. Diagnosis and no guarantee of outcome

17.1 We will use reasonable care and skill when diagnosing, programming, cutting, repairing, and testing.

17.2 Some faults cannot be confirmed until work, dismantling, testing, or specialist diagnosis has begun.

17.3 Unless we expressly guarantee a particular result in writing, we cannot guarantee that:

a. Every vehicle can be opened without further work.

b. Every key or remote can be repaired.

c. Every customer supplied part will work.

d. Every vehicle or module will accept programming.

e. Every fault can be diagnosed or repaired on site.

f. A previously corrupted or damaged module can be recovered.

g. Manufacturer online access or security approval will be available.

17.4 A diagnostic or attempted repair service is a service to investigate or attempt to resolve the fault. It is not automatically a guarantee that the underlying fault will be repairable.

17.5 Where a job cannot be completed because of a vehicle fault, incompatible part, missing information, manufacturer restriction, security restriction, module fault, low voltage, previous work, or another matter outside our reasonable control, charges may apply for work already agreed and properly carried out.

17.6 We will explain any proposed further work and obtain your agreement before incurring additional charges.

18. Module removal, data work, and specialist repairers

18.1 Some work may require a control module, key, lock, steering lock, instrument cluster, or other component to be removed from the vehicle and worked on away from the vehicle.

18.2 Some work may involve reading, backing up, modifying, repairing, transferring, or restoring electronic data.

18.3 A data backup can only be made where the relevant module and data remain readable and the equipment supports the procedure.

18.4 We cannot guarantee that previously corrupted, incomplete, modified, or damaged data can be recovered.

18.5 With your agreement, we may send a component to an appropriate specialist repairer or use a suitably competent subcontractor.

18.6 Where we appoint a subcontractor as part of the service we have agreed to provide, we remain responsible to you for our contractual obligations.

18.7 Where you separately appoint or contract directly with a third party, that third party’s work will be governed by your contract with them.

18.8 Times given for specialist assessment, data work, parts supply, or module repair are estimates unless expressly guaranteed.

18.9 We will take reasonable steps to keep you informed of a material delay.

18.10 The vehicle may be unusable while a required component is removed or undergoing specialist work. We will explain this before removal wherever reasonably practicable.

19. Special order and personalised parts

19.1 Vehicle specific keys, remotes, locks, modules, blades, and other parts may need to be ordered, prepared, cut, coded, unlocked, or otherwise personalised for your vehicle.

19.2 We will explain any known lead time and deposit requirement before ordering.

19.3 Lead times are estimates and may be affected by manufacturers, suppliers, couriers, customs, software access, and other circumstances outside our reasonable control.

19.4 A part that has been cut, coded, programmed, registered, or clearly personalised for your vehicle may have limited cancellation or resale options.

19.5 Where the law treats a part as made to your specification or clearly personalised, the usual change of mind cancellation right may not apply.

19.6 This does not affect your rights where the part is faulty, misdescribed, unsuitable because of our error, or not supplied with reasonable care and skill.

19.7 If a special order is cancelled where no statutory cancellation right applies, we may retain or charge only the reasonable costs and losses actually incurred, taking account of any amount we can recover, reuse, or resell.

20. Statutory cancellation rights

20.1 This section applies where you are a consumer and the law gives you a cancellation right for a distance or off premises contract.

20.2 Depending on the type of contract, the cancellation period will normally end:

a. For a service contract, 14 days after the day the contract is entered into.

b. For a sales contract, 14 days after the day the relevant goods come into your possession, subject to the rules applying to multiple deliveries.

20.3 If you ask us to begin a service during the cancellation period, we may ask you to make an express written request for the work to begin.

20.4 If you then cancel after the service has started, you may be required to pay a proportionate amount for the service supplied up to the time you informed us of the cancellation, where the legal requirements for that charge have been met.

20.5 If the service is fully performed during the cancellation period following your express request and your acknowledgement that the cancellation right will be lost once the service is fully performed, you may lose the right to cancel that completed service.

20.6 A cancellation right may not apply to goods made to your specification or clearly personalised, including certain vehicle specific parts that have already been cut, coded, programmed, or prepared specifically for your vehicle.

20.7 A legal exception may also apply where you specifically request a visit for urgent repairs or maintenance. This exception does not automatically cover additional goods or services that were not necessary for the specifically requested urgent work.

20.8 Where a cancellation right ap plies to returnable goods, you must return them within the period required by law.

20.9 You will be responsible for the direct cost of returning non faulty goods where this was explained before the contract, unless we agree otherwise.

20.10 We may make a lawful deduction for diminished value caused by handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of returnable goods.

20.11 To cancel, you may contact us by email, telephone, WhatsApp, post, or another clear written statement. You may also use the cancellation form at the end of these terms.

20.12 Nothing in this section reduces any statutory cancellation right you have.

21. Customer cancellations, deposits, and wasted visits

21.1 A booking deposit or call out payment may be required. We will explain the amount and purpose before payment.

21.2 A deposit will be deducted from the final balance where the agreed work proceeds, unless we have expressly agreed otherwise.

21.3 If you cancel outside any applicable statutory cancellation right, fail to attend, provide materially incorrect information, fail to provide ownership evidence, or make the vehicle unavailable or inaccessible, we may retain or charge a reasonable amount for losses actually incurred.

21.4 Those losses may include:

a. Reasonable travel and attendance costs.

b. Work already carried out.

c. Parts ordered with your authority.

d. Keys or parts already cut, coded, programmed, or personalised.

e. Supplier cancellation charges that we cannot reasonably recover.

f. Appointment time that we could not reasonably refill.

21.5 Any amount retained or charged will take account of:

a. Costs we did not incur because of the cancellation.

b. Parts that can reasonably be returned, reused, or resold.

c. Appointment time that we were able to refill.

d. Any other reasonable step available to reduce the loss.

21.6 We will not seek compensation twice for the same loss.

21.7 Where no reasonable loss has been incurred, any refundable balance will be returned.

21.8 Your statutory cancellation rights take priority over this section.

22. Cancellation by us and events outside our control

22.1 We may refuse, suspend, or cancel work where:

a. Ownership or authority cannot be established.

b. We reasonably suspect unlawful activity, fraud, or deception.

c. The location or vehicle is unsafe.

d. You or another person behaves abusively, threateningly, or dangerously.

e. Continuing would risk unlawful or disproportionate damage.

f. The work is outside our competence or equipment capability.

g. A manufacturer, security, software, or online access restriction prevents the work.

h. A required part or specialist service becomes unavailable.

22.2 Where you are not at fault and we cancel before supplying any goods or services, we will refund payments received for the unperformed contract.

22.3 Where part of the service has already been properly supplied with your agreement, a fair charge may apply for that part.

22.4 We are not responsible for delay or failure caused by events genuinely outside our reasonable control, such as severe weather, road closures, accidents, sudden illness, supplier failure, courier disruption, manufacturer system outages, power or communications failure, or changes in law.

22.5 We will take reasonable steps to reduce the effect of such an event and keep you informed.

22.6 If the event causes a substantial delay, you may cancel the unperformed part of the contract and receive an appropriate refund for that part, subject to personalised goods and reasonable costs already authorised.

23. Payment

23.1 Payment is due on completion unless another arrangement has been agreed in writing.

23.2 We accept the payment methods confirmed during booking or shown on our invoice or website.

23.3 You must pay the agreed price for goods and services properly supplied.

23.4 Where further investigation or repair is required, we may invoice separately for the agreed work already completed.

23.5 Ownership of goods supplied by us remains with us until payment for those goods has been made in full, so far as this is lawful and reasonably practicable.

23.6 Nothing in this section prevents you from exercising any lawful right to dispute an invoice, seek a remedy, or withhold an amount where consumer law permits you to do so.

24. Warranty and statutory rights

24.1 Any additional warranty offered by us is described in our Warranty Policy or in the written quote or invoice.

24.2 A commercial warranty is provided in addition to your statutory rights and does not replace or reduce those rights.

24.3 Warranty cover may depend on the nature of the product or repair and may not cover:

a. Accidental damage.

b. Misuse or neglect.

c. Water or impact damage occurring after supply.

d. Normal wear and tear.

e. A vehicle fault unrelated to the supplied key or repair.

f. Unauthorised alteration or repair carried out after our work.

24.4 A warranty exclusion will not apply where the issue was caused by our failure to supply conforming goods or exercise reasonable care and skill.

24.5 The full circumstances will be considered fairly before any warranty decision is made.

25. Complaints and opportunity to inspect

25.1 If you are unhappy with our goods or services, please contact us as soon as reasonably practicable.

25.2 Please provide:

a. Your name.

b. The vehicle registration.

c. The date of the work.

d. A clear description of the concern.

e. Relevant photos, videos, warning messages, or diagnostic reports where available.

25.3 We may ask for a reasonable opportunity to inspect the vehicle, key, remote, module, or relevant component and, where appropriate, attempt to put the matter right.

25.4 You should not arrange irreversible third party repair work before giving us a reasonable opportunity to inspect, except where immediate work is reasonably necessary for safety, to prevent further loss, or because we have declined or failed to respond within a reasonable time.

25.5 Where third party work is carried out, you should ask for:

a. A written diagnosis.

b. A description of the work performed.

c. Copies of relevant fault codes or reports.

d. Photographs where appropriate.

e. The removed parts or modules to be retained where reasonably possible.

f. A detailed invoice.

25.6 A failure to preserve evidence will not automatically remove your legal rights, but it may affect the ability of either party to determine the cause of the issue.

25.7 We will assess complaints fairly using the available evidence.

25.8 You do not have to accept any particular dispute resolution process and your right to use the courts is not restricted by these terms.

26. Records, photographs, and personal information

26.1 We may retain reasonable job records, including quotes, messages, invoices, ownership checks, photographs, diagnostic reports, fault codes, programming records, and data backups.

26.2 These records may be used for:

a. Completing the agreed service.

b. Security and fraud prevention.

c. Warranty and complaint handling.

d. Insurance and legal purposes.

e. Quality control and staff or subcontractor instruction.

26.3 Personal information will be handled in accordance with our Privacy Policy and applicable data protection law.

26.4 We will not use identifiable photographs of you or your vehicle for advertising or social media without obtaining appropriate permission.

27. Liability

27.1 We will provide our services with reasonable care and skill and supply goods in accordance with the contract and applicable consumer law.

27.2 We are responsible for loss or damage that is a foreseeable result of:

a. Our breach of the contract.

b. Our failure to exercise reasonable care and skill.

c. Goods supplied by us failing to meet the standards required by law.

27.3 We are not responsible for loss or damage that was not caused by our breach.

27.4 Subject to clause 27.2, we are not responsible for loss or damage caused solely by:

a. A pre existing, latent, or inherent vehicle, lock, key, module, wiring, software, or electrical fault.

b. Previous locksmith, diagnostic, programming, body repair, electrical, or module work.

c. A customer supplied or independently supplied part.

d. Incorrect, incomplete, or misleading information supplied to us.

e. Your failure to follow reasonable instructions.

f. Unauthorised interference with the vehicle or our work.

g. A manufacturer security restriction or system outage outside our control.

h. An event genuinely outside our reasonable control.

27.5 Where a vehicle or module suffers an inherent, latent, or pre existing failure despite us using appropriate specialist equipment, suitable procedures, and reasonable care and skill, and the failure was not caused by our breach, the vehicle owner will be responsible for resulting costs.

27.6 Those costs may include reasonable recovery, towing, diagnosis, data recovery, specialist assistance, main dealer work, module repair, module replacement, coding, programming, vehicle hire, and loss of use costs.

27.7 Clause 27.6 does not make you responsible for a cost or loss that was caused by our failure to exercise reasonable care and skill.

27.8 Responsibility will be assessed according to the cause of the failure and the available evidence, not solely according to when the failure became apparent.

27.9 Both you and we must take reasonable steps to reduce avoidable loss after a problem occurs.

27.10 Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for:

a. Death or personal injury caused by negligence.

b. Fraud or fraudulent misrepresentation.

c. A failure to exercise reasonable care and skill.

d. Faulty or misdescribed goods where liability cannot lawfully be excluded.

e. Any statutory consumer right that cannot lawfully be excluded or restricted.

28. General terms

28.1 If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

28.2 A delay by either party in enforcing a contractual right does not automatically mean that the right has been waived.

28.3 No person other than you and us will normally have a right to enforce this contract, except where the law provides otherwise.

28.4 We may use suitably competent employees, agents, subcontractors, suppliers, or specialist repairers to help provide the agreed service.

28.5 Using another person does not remove our responsibility for contractual obligations that remain ours.

28.6 These terms are governed by the laws of England and Wales.

28.7 If you are a consumer, nothing in clause 28.6 removes any mandatory protection provided by the law of the part of the United Kingdom in which you live.

28.8 If you are a consumer living in Scotland or Northern Ireland, you may bring proceedings in your local courts where the law permits.

28.9 If you live in England or Wales, proceedings may be brought in the courts of England and Wales.

29. Model cancellation form

Complete and return this form only if you wish to cancel a contract and you have a legal right to do so.

To:

Charlie Ager trading as Car Key HQ

Email: info@carkeyhq.com

I hereby give notice that I cancel my contract for the following goods or services:

[INSERT DESCRIPTION]

Ordered or agreed on:

[INSERT DATE]

Name of customer:

[INSERT NAME]

Address of customer:

[INSERT ADDRESS]

Vehicle registration, where applicable:

[INSERT REGISTRATION]

Signature of customer, only if this form is sent on paper:

[INSERT SIGNATURE]

Date:

[INSERT DATE]1. About these terms

These terms apply to all quotes, bookings, and services provided by Car Key HQ. Car Key HQ is the trading name of Charlie Ager.