Terms & Conditions

This is a template. Mario Auto Keys should have it reviewed by a solicitor before relying on it for live business.

Effective date: April 2026. Last updated: April 2026.

1. About us

These terms govern the services provided by Mario Auto Keys ("we", "us", "our"), a mobile auto locksmith trading as a sole trader (and, where later incorporated, as a limited company under the same trading name) based in West Sussex, England. Contact details:

2. Definitions

  • "Customer" / "you" — the person booking or receiving the services.
  • "Services" — any of the auto locksmith services we offer, including car key replacement, key programming, vehicle lockout assistance and spare key cutting.
  • "Contract" — the agreement between you and us formed in accordance with clause 4.
  • "Off-premises contract" — has the meaning given in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

3. Scope of services

We provide mobile auto locksmith services to consumers, generally 24 hours a day, 7 days a week subject to availability, in West Sussex and surrounding South Coast towns. Services are carried out at the Customer's chosen location (typically the roadside, home, or car park).

4. How a contract is formed

You contact us via phone, WhatsApp or email with a description of the issue and the vehicle. We provide a quote or estimate. A contract is formed when you confirm acceptance (verbally, in writing, or by clear conduct such as allowing us to begin work) and we confirm attendance. Information on our website is an invitation to treat, not a binding offer.

5. Pricing and estimates

Prices are quoted in pounds sterling and, where applicable, include VAT. Where a job can be priced precisely (for example a standard spare key for a known vehicle) we will give a fixed price. Where the final cost depends on what we find on arrival (for example the exact key type, whether extra parts are needed, or the complexity of programming), we will give an estimate and explain the variables.

Any additional charges beyond the quoted or estimated price will only be applied with your prior agreement. Call-out fees, parking charges and out-of-hours premiums, where they apply, will be disclosed before we attend.

6. Payment

Payment is due on completion of the Services unless otherwise agreed in writing. We accept cash, debit/credit card and bank transfer. A receipt will be provided on request. Sums that remain unpaid after completion may, following reasonable written reminders, be pursued as a simple contract debt through the County Court, and you may be responsible for reasonable recovery costs allowed by the court.

7. Proof of identity and vehicle ownership (anti-theft safeguard)

Before we cut keys, program keys, or gain entry to a locked vehicle, you must provide:

  • Valid photo ID (passport or photocard driving licence); and
  • Proof of ownership or authorisation for the vehicle, being the V5C logbook in your name, a current insurance certificate naming you as the policyholder or named driver, or a written authorisation from the registered keeper together with their ID.

This protects you and other motorists from vehicle crime. We reserve the absolute right to refuse or stop work if satisfactory documentation is not produced, if the details do not match, or if we have any reasonable concern about the lawfulness of the job. A reasonable call-out fee may still be payable in such circumstances.

8. Customer responsibilities

You agree to: give accurate information about the vehicle and fault; ensure safe and lawful access to the vehicle; be present (or arrange a responsible adult to be present) during the work; and notify us promptly of any change in appointment details.

9. Cancellation, rescheduling and your 14-day cooling-off right

Because our services are typically arranged away from our business premises, the contract is usually an off-premises contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This normally gives you a 14-day right to cancel from the day the contract was entered into, without giving a reason.

Emergency / same-day services — important exception. If you request that we start work within the 14-day cancellation period (for example, urgent roadside lockouts or same-day key replacement), we will ask you to expressly request that the service begin immediately and to acknowledge that you will lose your right to cancel once the service has been fully performed. This reflects regulation 36 of the 2013 Regulations. If the service is fully performed on that basis, you lose the right to cancel. If you cancel after the service has started but before it is fully performed, you must pay a reasonable amount for the work actually done.

To cancel where the right still applies, contact us using the details in clause 1. You may use the statutory model cancellation form but are not required to. Refunds of any sums already paid will be made within 14 days using the same payment method.

Appointments may be rescheduled by either party by giving reasonable notice. We reserve the right to charge a reasonable late-cancellation fee where you cancel without reasonable notice after we have already travelled or incurred costs.

10. Our statutory obligations and warranty

Under the Consumer Rights Act 2015, we must perform the Services with reasonable care and skill, within a reasonable time (where no time has been agreed), and for a reasonable price (where no price has been agreed). Parts supplied must be of satisfactory quality, fit for purpose and as described. Nothing in these terms limits or excludes your statutory rights.

In addition, we offer a goodwill warranty on workmanship and supplied parts for 12 months from the date of completion (or the part manufacturer's period, if longer), covering defects not caused by misuse, accident, tampering, or fair wear and tear. To make a warranty claim, contact us as soon as reasonably possible.

11. Limitation of liability

Nothing in these terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) breach of your statutory rights under the Consumer Rights Act 2015; or (d) any other liability that cannot be excluded by law.

Subject to the above, our total liability in contract, tort (including negligence), misrepresentation or otherwise in connection with the Services is limited to the greater of (i) the price paid for the Services in question or (ii) the sum recoverable under our public liability insurance for the relevant claim. We are not liable for indirect or consequential loss, loss of profit, loss of use, or loss of data, nor for damage caused by pre-existing faults, unusual vehicle modifications, or information you have given us that is inaccurate.

12. Insurance

We carry public liability insurance to a cover level of £2,000,000. Details can be provided on written request.

13. Complaints

If you are unhappy with our Services, please contact us first at marioautokeys@gmail.com or 07949 107 260. We aim to acknowledge complaints within 3 working days and provide a substantive response within 14 days. If we cannot resolve the matter, you may contact your local Trading Standards service via the Citizens Advice consumer helpline on 0808 223 1133, or the Information Commissioner's Office for any concern about your personal data. There is no single locksmith ombudsman in the UK; alternative dispute resolution can be arranged by mutual agreement.

14. Data protection

We handle personal data in accordance with our Privacy Policy, which forms part of these terms.

15. Force majeure

We are not liable for delay or failure to perform caused by events beyond our reasonable control, including severe weather, road closures, traffic accidents, manufacturer parts shortages, industrial action, or acts of government. We will contact you to reschedule as soon as reasonably possible.

16. Governing law and jurisdiction

These terms and any dispute arising out of them are governed by the law of England and Wales. The courts of England and Wales have non-exclusive jurisdiction, and nothing in this clause affects your right as a consumer to bring proceedings in the court local to where you live.

17. Severability

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions continue in full force. Where possible the invalid provision will be read down so that it is enforceable.

18. Changes to these terms

We may update these terms from time to time. The version in force at the time you book governs that booking. The "Last updated" date above reflects the most recent change.

19. Contact

Questions about these terms should be sent to marioautokeys@gmail.com or 07949 107 260.