Locksmith Service Terms

Last updated: 27 September 2026

OTOFIX KEYS is a trading brand of OTOFIX LTD, a company registered in England and Wales under company number 14060287.

Registered office: 71–75 Shelton Street, London, England, WC2H 9JQ
Email: info@otofixservices.co.uk
Telephone: 07552 872878

OTOFIX LTD is not currently VAT registered.

These terms apply to automotive locksmith and vehicle-key services supplied by OTOFIX KEYS. They are separate from the Terms & Conditions applying to purchases through our online shop.

1. Enquiries and bookings

Submitting a website form, WhatsApp message or telephone enquiry does not by itself guarantee attendance or create a confirmed appointment.

We will review relevant information including the vehicle, location, required service, parts availability, access and timing before confirming a job where reasonably possible.

Any estimated arrival time may be affected by traffic, previous jobs, access conditions, parts availability and other circumstances outside our reasonable control. We will keep you reasonably informed where a material delay becomes known.

2. Authority to request vehicle-security work

We only provide vehicle-security and locksmith work where we are reasonably satisfied that the person requesting the work is authorised to do so.

We may require suitable photo identification and evidence connecting you to the vehicle, which may include documents such as a V5C, insurance documentation or other reasonable evidence of lawful possession or authority.

The exact evidence required will depend on the circumstances.

We may decline, postpone or stop security-sensitive work where satisfactory authority cannot be established or where we reasonably believe that the requested work may be unauthorised or unlawful.

3. Vehicle information and condition

You must provide accurate information where requested, including the vehicle’s:

• make, model, year and registration;
• key or lockout situation;
• battery condition;
• running/non-running condition;
• location and accessibility;
• recovery/transporter status;
• trade, auction or similar premises status; and
• known mechanical, electrical, immobiliser or security-system problems.

Incorrect or incomplete information can affect diagnosis, parts compatibility, pricing and whether programming or other work is technically possible.

Please tell us about known faults or modifications before work begins.

4. Key programming and technical limitations

Vehicle systems, previous modifications, existing faults, battery condition, immobiliser/security state, communication problems, parts compatibility and other technical conditions can affect whether a key can successfully be supplied, cut or programmed.

We will perform our service with reasonable care and skill, but we cannot guarantee successful programming before the vehicle and relevant systems have been appropriately assessed. The statutory reasonable-care-and-skill obligation applies to consumer services. Legislation.gov.uk

A failed programming attempt does not necessarily establish that the supplied key or our service is defective; the underlying cause may require further diagnosis.

If an unexpected condition is discovered, we will explain the position and any reasonably identifiable additional work or cost before proceeding where practicable.

5. Customer responsibilities

You are responsible for providing reasonable access to the vehicle and ensuring, so far as reasonably possible, that the working location is safe and lawful.

Please disclose any known condition that may materially affect the work, including a discharged or failing battery, accident damage, electrical faults, previous immobiliser/security work or a vehicle that cannot be started or moved.

Where the vehicle is held by a third party, recovery operator, auction house, garage, parking operator or similar organisation, you are responsible for obtaining any permission reasonably required for us to access and work on the vehicle.

6. Airport Key Assistance

For vehicles at or near Manchester Airport, the customer must provide accurate parking and return information and obtain any permission required from the relevant car park or parking operator for our service vehicle and technician to enter and work at the vehicle’s location.

We may request the parking booking confirmation/reference, vehicle details, exact car park/terminal/area/level/row/bay, return date or ETA, contact details and appropriate evidence of authority to request vehicle-security work.

A parking booking confirmation may help connect you with the parking booking and vehicle, but it is not by itself proof of legal ownership or authority to request locksmith work. We may request additional evidence.

Airport enquiries are not automatically confirmed bookings. Attendance remains subject to vehicle compatibility, parts availability, access permission, timing and our confirmation.

7. Access, safety and refusal of work

We may decline, postpone or stop work where:

• access is not permitted;
• working conditions are unsafe;
• the vehicle cannot reasonably be worked on;
• required identification or authority verification is unavailable;
• the requested work reasonably appears unauthorised or unlawful; or
• an unexpected mechanical, electrical, security or technical condition prevents the service from being carried out safely or properly.

Where practicable, we will explain why work cannot continue.

8. Prices, call-out charges and additional work

The price, pricing basis, applicable call-out charge and any material cancellation terms for a particular job will be communicated before they become binding.

Where an exact price cannot reasonably be calculated before inspection or diagnosis, we will explain the applicable pricing basis or provide an estimate where appropriate.

Additional work or parts outside the originally agreed scope will be discussed before being added where reasonably practicable.

Where no price has been fixed, consumer law can require no more than a reasonable price. Legislation.gov.uk

9. Cancellations and work requested during the cancellation period

Depending on how and where a consumer service contract is concluded, you may have a statutory cancellation right.

Where such a right applies and you ask us to begin providing the service during the statutory cancellation period, we may require your express request for work to begin.

If you subsequently cancel after requested work has begun, you may be required to pay an amount proportionate to the service already supplied, where permitted by law.

Where a service has been fully performed following the legally required request and acknowledgement, the statutory cancellation right may cease.

Different rules can apply where a consumer specifically requests a visit for urgent repairs or maintenance. Any applicable exception will be used only where the legal requirements are met. Legislation.gov.uk

Any separate cancellation or call-out charge we impose will be communicated in advance and must operate consistently with applicable consumer law. Government guidance notes that consumer cancellation charges need to be fair and reasonable rather than being enforceable merely because they appear in contract terms. GOV.UK

10. Consumer rights

Nothing in these terms excludes or restricts your statutory consumer rights or any liability that cannot lawfully be excluded or restricted.

Consumer services must be performed with reasonable care and skill. Where applicable, consumer law also provides rules concerning reasonable price and reasonable time where these have not otherwise been fixed. Legislation.gov.uk

If you believe there is a problem with a service we have provided, contact:

info@otofixservices.co.uk
07552 872878

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