Refund & Returns Policy

Mobile Key Solutions Auto Locksmiths
Effective date: 01/01/2025

At Mobile Key Solutions Auto Locksmiths, we aim to provide a fair and transparent service. This policy explains when refunds or returns may be available for locksmith services, keys, remotes, and parts supplied by us.

1) Services covered

This policy applies to:

Vehicle key cutting
Key programming / coding
All Keys Lost (AKL) services
Emergency lockout attendance
Diagnostic visits / call-outs
Parts, keys, remotes, and related accessories supplied by us

2) Custom-cut and programmed keys (non-returnable)

Most keys, remotes, and transponders supplied by us are customised to your vehicle (for example: cut blades, programmed chips, paired remotes, coded modules). Because these items are made to your specification or clearly personalised to your vehicle, they are generally non-returnable and non-refundable once cutting/programming has started.

This includes (where applicable):

Cut key blades
Programmed transponder chips
Paired/proximity remotes
Special-order key parts purchased specifically for your vehicle
Any item installed, coded, or modified for your vehicle

3) Stock items (unused) returns

If we supply a standard stock item that has not been cut, programmed, installed, or used, we may accept a return if:

You contact us within 7 days of receiving the item
The item is unused and in original condition
The item is returned with original packaging (where applicable)

Unless the item is faulty or supplied incorrectly, return postage/courier costs are usually the customer’s responsibility.

4) Faulty goods or service issues

If there is a problem with our service or a part we supplied, please contact us as soon as possible and provide:

Your name
Vehicle registration
Date of service
Invoice/receipt number (if available)
A description of the issue

We will assess the issue and, where appropriate, offer one of the following:

Repeat performance / re-attendance
Repair or replacement of a supplied part
Partial refund
Full refund (if appropriate)

Nothing in this policy removes your statutory rights.

5) Call-out fees, diagnostics, and attendance charges

Our pricing include:

Call-out / mobile attendance fee
Diagnostic time
Labour
Parts / keys / remotes
Programming / coding

Call-out and appointment charges form a non-refundable element of our quotations and dislayed prices.

6) Booking cancellations

If you need to cancel or rearrange, please contact us as soon as possible.

Appointments cancelled with reasonable notice: incur no additional charges, Full refund. (48hr+ notice)
Late cancellations / missed appointments: call-out and booking fee will be retained, partial refund. ( 1-47hr notice)
If parts have already been ordered for your vehicle: we may deduct the cost of special-order where applicable and lawful.

Call-out and appointment charges are non-refundable once an engineer has been ssigned.

7) Emergency work and cooling-off rights

For distance or off-premises bookings (phone/online bookings), you may have certan cancellation rights.

However, urgent/emergency visits could be exempt from cancellation rights, depending on circumstances.

(for example, AKL/Lockouts)

If you ask us to attend and start work within the cancellation period, you agree that we can begin performance immediately.
If you then cancel after work has started, you may be charged for the work already carried out and any parts used.

8) Deposits and special-order parts

We may request a deposit for:

Special-order keys/remotes/modules
OEM parts
Advanced programming jobs
Long-distance call-outs

Deposits may be non-refundable if they are used to secure your booking and reserve mobile appointment time.

9) How refunds are made

Where a refund is due, it will usually be made:

To the same payment method used for the original payment
Within 7 days of agreeing that a refund is due (unless a longer period is required by your bank/payment provider)

10) Your statutory rights

This policy is in addition to your legal rights.
Nothing in this policy excludes or limits your statutory consumer rights.