Terms of service

Who we are

These terms cover the services provided by Citadel Autos Ltd (Company No. 17307886). You can reach us on 07727 385 830.

Our service

We are a mobile auto locksmith. We attend your vehicle to cut and program keys, open lockouts, and remove broken keys. Wherever possible we use non-destructive methods that leave the vehicle, lock and glass undamaged.

Quotes, pricing and payment

We agree a fixed price with you before any work begins, based on the make, model and job. There is no call-out fee. If something changes the job once we arrive, we will tell you and agree a new price before continuing.

Payment is due on completion, by card or cash, unless we have agreed otherwise in writing.

Proof of ownership

For your protection and ours, we will ask for identification and proof that you are entitled to the vehicle before we open it or cut a key. If we are not satisfied, we may decline the job.

Guarantee

Our workmanship and the keys we supply are guaranteed. If a key we cut or programmed fails through a fault of ours, we will put it right. The guarantee does not cover later damage, misuse, or faults in the vehicle that are not caused by our work.

Cancellation

You can cancel at any time before a locksmith sets off to you at no charge. Once a locksmith is on the way or on site, reasonable costs already incurred may apply.

Where you have a statutory right to cancel — for example with a contract agreed at a distance — that right is unaffected. If you ask us to attend urgently, you are asking us to begin work straight away, and you agree to pay for any work carried out up to the point you cancel.

Liability

We carry £2 million of public liability insurance and take care on every job. To the extent permitted by law, our liability is limited to the value of the work carried out. Nothing in these terms excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, or for fraud.

Your statutory rights

We carry out our services with reasonable care and skill, as required by the Consumer Rights Act 2015. Nothing in these terms reduces or affects your statutory rights as a consumer.

Complaints

If something isn't right, tell us — call 07727 385 830 or email hello@citadelautos.co.uk with the date of the job and what's gone wrong. We'll acknowledge your complaint within 2 working days and aim to resolve it within 14.

If we can't sort it out between us, you can get free, independent guidance from Citizens Advice (citizensadvice.org.uk) or your local Trading Standards service. Your statutory rights are unaffected either way.

Governing law

These terms are governed by the law of England and Wales, and any disputes fall to the courts of England and Wales.