Warranty Policy

1. What this warranty is

This is a voluntary warranty provided by Car Key HQ, the trading name of Charlie Ager. It sits alongside your statutory rights and does not replace them.

This warranty applies to the original customer and the vehicle worked on at the time of service. It is not transferable to another vehicle or unrelated third party.

2. What we cover

We cover faults with keys, remotes or fobs supplied by us where the fault is caused by a manufacturing defect, supplied part fault, or our workmanship.

We also cover programming work and remote or fob repairs carried out by us where the issue is directly caused by our workmanship.

This warranty does not cover vehicle faults, customer supplied parts, misuse, accidental damage, normal wear and tear, or issues outside our control.

3. What we do not cover

We cannot cover issues caused by anything outside our control, including:

• Vehicle faults, immobiliser issues, module faults, wiring faults, or software faults

• Low vehicle battery voltage, battery failure, charging system problems, jump start issues, or voltage spikes

• Normal wear and tear, including worn buttons, worn key blades, faded markings, loose cases, cosmetic marks, damage from being dropped, pressure damage, water damage, heat damage, corrosion, or damage caused by opening the key or remote

• Batteries, unless supplied and fitted by us and found to be faulty at the time of fitting

• Customer supplied or third party supplied parts

• Any work affected by previous or later third party repairs, diagnostics, coding attempts, or locksmith work

• Lost items, theft, or accidental loss

• Problems caused by incorrect information provided at booking, such as wrong vehicle details or undisclosed faults

• Customer supplied parts are not covered by our warranty. If you ask us to cut, programme, fit or test a key, remote, fob, transponder, shell, ECU, UCH, BCM or other part supplied by you or a third party, any warranty for that part must be taken up with the supplier.

4. Warranty period

Our standard warranty period is 12 months from the date of service, unless a different period is stated on your invoice or receipt.

5. Conditions of warranty

The warranty is valid only if:

• The key, remote, or vehicle has not been opened, modified, repaired, or reprogrammed by anyone else after our visit

• The item has been used normally and not misused or damaged

• You report the issue as soon as possible after it appears

• You allow us a reasonable opportunity to inspect, test, and where needed attempt a remedy

6. What we will do if a claim is accepted

If a warranty claim is accepted, we will choose the most appropriate remedy. This may include one or more of the following:

• Inspecting and testing the key, remote or fob.

• Repairing the supplied key, remote or fob where possible.

• Reprogramming the key or remote where the fault is covered by this warranty.

• Replacing the supplied key or remote with an equivalent item.

Our warranty remedy is limited to repair, reprogramming or replacement of the covered item. We do not provide compensation for time, inconvenience, travel, recovery, towing, vehicle hire, loss of use, missed appointments or loss of earnings.

Nothing in this section affects your statutory rights.

7. Call out and access

If we need to return to inspect or test, we may need the vehicle to be present, accessible, and with a stable power supply. If the fault is found not to be covered, we may charge a call out, diagnosis, or labour fee, which we will explain before attending.

You must give us a reasonable opportunity to inspect, test and, where appropriate, attempt to put things right before arranging third party repair, replacement, diagnosis or programming. If another person or business opens, repairs, modifies, reprogrammes or replaces the item before we have inspected it, the warranty may be affected.

8. Limits of liability

To the maximum extent permitted by law, we are not liable for indirect or consequential losses, including loss of earnings, loss of business, loss of profit, loss of use, missed appointments, recovery costs, or accommodation costs. If we are found liable for any loss, our total liability is limited to the amount you paid for the service in question.

Nothing in this section affects the legal rights explained in section 9.

9. Important legal note

Nothing in this policy limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation, or any other liability that cannot be limited by law. This policy does not affect your statutory consumer rights.

10. How to make a claim

Contact us with:

• Your name and contact number

• Vehicle registration

• Date of service or invoice number

• A clear description of the issue

• Photos or a short video can help

• We may need to inspect the vehicle or the key or remote to confirm the cause