Terms and Conditions

Please read these terms carefully before booking our services.

These Terms and Conditions (“Terms”) govern the provision of automotive locksmith services by Dragon Auto Locksmith Ltd (“we”, “us”, “our”, “the Company”) to any customer (“you”, “the Customer”) who books, requests, or receives our services. By requesting a call-out, booking a service by phone, website, email, or in person, or by allowing us to proceed with work on your vehicle, you agree to be bound by these Terms.

1. Definitions

• “Services” means any automotive locksmith work carried out by us, including but not limited to vehicle lockout assistance, key cutting, key programming, remote fob programming, ignition barrel repair or replacement, lock repair or replacement, and fleet/commercial vehicle key and access management.
• “Vehicle” means the car, van, motorcycle, or fleet/commercial vehicle in respect of which Services are requested.
• “Call-out” means an attendance by us at a location specified by the Customer to carry out or attempt to carry out Services.
• “Quotation” means an estimate of cost provided before work begins, which may be revised once the Vehicle and fault have been inspected.
• “Working Hours” means 09:00–17:00 Monday to Friday, with work outside these hours treated as an emergency/out-of-hours call-out.

2. Our Services

• We provide mobile automotive locksmith services across the area between Carmarthen and Cardiff, including vehicle lockouts, key cutting and programming, ignition repair and replacement, lock mechanism repair, and fleet/commercial vehicle key services. Availability outside this core area may be offered at our discretion and may incur an additional travel charge, which will be confirmed before you commit to the booking.
• We reserve the right to decline or discontinue any job at any stage, including where we reasonably believe you are not the legal owner or authorised user of the Vehicle, where the Vehicle is unsafe to work on, or where completing the work is not technically possible with the tools, parts, or access available at the time.

3. Proof of Ownership and Identity

Because locksmith work can facilitate unauthorised access to a vehicle, we operate a strict identity and ownership verification policy in line with industry best practice. Before starting work you must provide:

• Valid photo identification (driving licence or passport); and
• Proof that you own the Vehicle or are otherwise entitled to authorise the work — for example the V5C registration certificate (logbook), a current insurance certificate showing you as the policyholder or named driver, a lease/hire agreement, or written authorisation from the registered keeper.
• If you cannot provide satisfactory proof of ownership or authorisation, we reserve the right to refuse to carry out the Services, in whole or in part, even if this means you are charged a call-out or attendance fee for time and travel already incurred. Where we reasonably suspect a vehicle may be stolen or that work is not properly authorised, we reserve the right to refuse service and, where appropriate, to notify the police.
• For fleet and commercial accounts, we may agree to a separate written authorisation process (for example, a pre-approved list of authorised requesters) as part of an account agreement.

4. Quotations, Pricing and Payment

• Quotations given over the phone, by message, or online are estimates based on the information you provide and are not binding until we have inspected the Vehicle and confirmed the fault.
• The final price may differ from an initial estimate where the actual work required, parts needed, or vehicle security system differs from what was described at booking. We will inform you of any material change in price before proceeding, and you may decline further work at that point, subject to any call-out fee already payable under clause 4.6.
• Prices include VAT where applicable, unless stated otherwise.
• Emergency, out-of-hours, weekend, and bank holiday call-outs are charged at a higher rate than standard Working Hours call-outs. The applicable rate will be confirmed at the time of booking.
• Payment is due in full on completion of the Services, unless a credit account has been agreed in writing in advance (typically for fleet/commercial customers). We accept card, bank transfer, cash.
• A call-out or attendance fee applies once we arrive at the agreed location, regardless of whether work ultimately proceeds, where this is due to reasons within the Customer's control — including but not limited to: incorrect vehicle details provided, the Vehicle or Customer not being present, inability to provide proof of ownership, or cancellation after we have set off.
• Fleet and commercial customers with an agreed credit account will be invoiced in accordance with the payment terms set out in their account agreement. Late payment may be subject to statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998.
• We reserve the right to charge interest on overdue consumer invoices at 4% above the Bank of England base rate, accruing daily from the due date until payment is made in full.

5. Booking, Cancellation and Access

• Please provide accurate details of the Vehicle (make, model, year, and registration) and the nature of the problem when booking, as this affects the parts, tools, and time we allocate to the job.
• If you need to cancel or rearrange a booking, please give us as much notice as possible. Cancellations made after we have dispatched a technician may incur a call-out charge to cover travel and time already committed.
• You are responsible for ensuring safe and reasonable access to the Vehicle at the agreed location and time, including any permissions required to attend private land, car parks, or gated premises. We are not liable for delay or additional charges caused by restricted access.
• If our technician attends and is unable to gain access to the Vehicle or the Customer through no fault of our own, this will be treated as a failed call-out and the call-out fee under clause 4.6 will apply.

6. Your Right to Cancel (Distance and Off-Premises Contracts)

If you book our Services by phone, through our website, or by email (a “distance contract”), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 normally give consumers a 14-day cooling-off period. However, most locksmith call-outs are, by their nature, urgent and time-critical.

Where you ask us to begin work before the end of the 14-day cancellation period — for example because you are locked out of your vehicle and need immediate assistance — we will ask you to confirm this request expressly (for example, in writing, by text, or verbally with a note kept on file) before we start. By making this request, you acknowledge that:

• You lose your right to cancel once the Services have been fully performed; and
• If the Services are only partly performed before you cancel, you will be required to pay for the work carried out and any materials used up to the point of cancellation, in proportion to the total price of the contract.
• This clause does not affect your other statutory rights, including your rights under the Consumer Rights Act 2015 in relation to the quality of the Services and any goods (such as keys or fobs) supplied.

7. Warranty and Guarantee

• We warrant that Services will be carried out with reasonable care and skill, and that any keys, fobs, or parts we supply will be of satisfactory quality and fit for purpose, in line with the Consumer Rights Act 2015.
• We provide a workmanship guarantee of 90 days on labour and a manufacturer or supplier-backed warranty on parts and keys supplied, details of which will be given on your invoice or receipt.
• This warranty does not cover faults caused by: misuse, accidental damage, water or corrosion damage after fitting, unauthorised repair or modification by a third party, normal wear and tear, or pre-existing faults in the Vehicle's electrical or locking systems that were not caused by us.
• If you believe work carried out by us is faulty, please contact us as soon as reasonably possible so we can inspect and, where appropriate, remedy the issue. Nothing in this clause affects your statutory rights.

8. Liability and Insurance

• We hold public liability insurance and take all reasonable care when working on your vehicle. We are liable for damage to your Vehicle directly caused by our negligence in the course of carrying out the Services.
• We are not liable for: pre-existing damage, wear, or faults not caused by us; damage to aftermarket alarm, security, or electrical systems that were not disclosed to us before work began; loss or damage arising from information you gave us that was incomplete or inaccurate; or indirect or consequential losses such as loss of use of the Vehicle, loss of earnings, or the cost of alternative transport, except where such loss arises from our negligence and is reasonably foreseeable.
• Where a fault is found with the Vehicle's existing locking, ignition, or immobiliser system that is unrelated to the work requested, we will inform you before proceeding. We are not responsible for pre-existing faults of this kind.
• Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded or limited under English and Welsh law.
• Except as set out above, our total liability to you in respect of any single job is limited to the price paid for that job.

9. Parts and Key Programming

• Where new keys or fobs are cut or programmed, any old keys handed to us for disposal will be destroyed unless you ask for them to be returned.
• Programming of keys, fobs, or immobiliser systems may require us to access the Vehicle's on-board diagnostic (OBD) port and, in some cases, register with manufacturer or third-party key data systems. Where a manufacturer, dealer, or third-party data provider restricts or delays this access, completion of the job may be delayed for reasons outside our control, and we will keep you informed.
• For security reasons, we keep a record of key programming and cutting work carried out, including vehicle registration and proof of ownership sighted, in line with our data protection obligations set out in clause 11.

10. Fleet and Commercial Customers

Where we provide Services to a business, fleet operator, or commercial customer under a separate account agreement, that agreement's terms (including any agreed pricing, response times, authorisation process, and invoicing terms) will apply in addition to these Terms. In the event of conflict between these Terms and a signed fleet/commercial account agreement, the account agreement takes precedence for that customer.

11. Data Protection

We collect and use personal information (such as your name, contact details, vehicle registration, and proof of ownership documents) to provide the Services, verify ownership, process payment, and comply with our legal obligations. We handle personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We keep records of jobs, including ownership verification, for as long as reasonably necessary for security, insurance, warranty, and accounting purposes. We do not sell your personal data. Full details of how we handle your data can be found in our separate Privacy Policy, available on request or on our website.

12. Complaints

If you are unhappy with any aspect of our Services, please contact us at dean@dragonautolocksmith.co.uk as soon as possible so we can investigate and put things right. We aim to acknowledge complaints within 7 working days and to resolve them promptly and fairly.

13. Force Majeure

We will not be liable for any delay or failure to perform our obligations where this is caused by circumstances beyond our reasonable control, including severe weather, road closures, traffic accidents, vehicle breakdown of our own service vehicle, supplier or parts delays, or other events of a similar nature. We will notify you as soon as reasonably possible and take reasonable steps to minimise any delay.

14. General

• These Terms, together with any Quotation or invoice issued, form the entire agreement between us in respect of the Services and supersede any prior discussions or representations.
• If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.
• We may update these Terms from time to time; the version applicable to your booking is the version in force at the time you request the Services.
• These Terms are governed by the law of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

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