Terms and Conditions

1. Introduction

These Terms and Conditions ("Terms") govern your use of services provided by SOS CarFix ("we", "us", "our", "the Company"), a mobile mechanic, auto locksmith, and vehicle services provider operating across Kent, Surrey, Sussex, Essex, and London, United Kingdom.

By booking, requesting, or using our services — including by paying via a payment link sent to you by SMS or email — you ("the Customer", "you", "your") agree to be bound by these Terms in full. If you do not agree to these Terms, you must not use our services.

Some Services may be carried out by independent Network Partners (see Section 3) on our behalf. These Terms apply equally regardless of whether the work is performed by us directly or by a Network Partner.

These Terms constitute a legally binding agreement between you and SOS CarFix. Please read them carefully before engaging our services. Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015.

2. Definitions

• "Services" means all mobile mechanic, auto locksmith, key programming, vehicle diagnostics, vehicle recovery, tyre fitting, electrical repairs, ECU remapping, and any other automotive services provided by us or our Network Partners.
• "Vehicle" means the motor vehicle, motorcycle, or other automotive equipment on which Services are to be performed.
• "Quote" means any estimate, quotation, or price indication provided by us for Services.
• "Parts" means any components, materials, or products supplied or fitted as part of the Services.
• "Call-Out Fee" means the fee charged for attending your location, payable in advance of our attendance.
• "Remaining Payment" means the balance due for Services after the Call-Out Fee, payable upon completion of work or as otherwise agreed.
• "Network Partner" means an independent, vetted, and insured automotive professional or business engaged by us to perform Services on our behalf.
• "Processing Fee" means a surcharge applied to cover third-party payment processing costs (e.g. Klarna) that is passed through to the Customer at cost with no markup.
• "Klarna" means Klarna Bank AB (publ), the provider of the Pay in 3 instalment payment option available through our checkout.
• "Working Day" means Monday to Friday, excluding bank holidays in England.

3. Services and Network Partners

3.1 Scope of Services

We provide mobile automotive services at locations specified by the Customer. The specific Services to be provided will be agreed upon prior to commencement of work.

3.2 Network Partners

We may, at our discretion, engage Network Partners to perform Services on our behalf. All Network Partners are vetted and insured to our standards. Your contract remains with SOS CarFix at all times, and we accept responsibility for the quality of work performed by Network Partners to the same extent as work we carry out directly. This does not affect your rights under these Terms.

3.3 Service Limitations

Our Services are provided on a mobile basis and are subject to practical limitations including but not limited to: weather conditions, available workspace, lighting conditions, and safety considerations. We reserve the right to decline or cease providing Services if conditions are unsuitable or unsafe.

3.4 Right to Refuse Service

We reserve the right to refuse, cancel, or terminate Services at any time if: (a) the Customer behaves in an abusive, threatening, or inappropriate manner; (b) the work requested is illegal or unsafe; (c) the Vehicle is in a condition that makes safe work impossible; (d) payment terms are not met; or (e) the Customer has previously breached these Terms.

4. Bookings and Appointments

4.1 Booking Confirmation

A booking is confirmed only when we have accepted it and the Call-Out Fee has been received. We will make reasonable efforts to attend at the agreed time but cannot guarantee exact arrival times due to the nature of mobile services.

4.2 Customer Obligations

The Customer must: (a) be present at the agreed location at the agreed time, or make suitable arrangements for access; (b) ensure the Vehicle is accessible and in a safe location for work to be carried out; (c) provide accurate and complete information about the Vehicle and the issues to be addressed; (d) have all relevant keys, documents, and access codes available.

4.3 Cancellation by Customer

Cancellations must be made at least 24 hours before the scheduled appointment. Cancellations made with less than 24 hours notice, or failure to be present at the agreed time and location ("no-show"), will result in forfeiture of the Call-Out Fee. No refund will be provided for the Call-Out Fee in such circumstances.

4.4 Cancellation by Us

We may cancel or reschedule appointments due to circumstances beyond our reasonable control, including but not limited to: adverse weather, vehicle breakdown, illness, or emergency situations. In such cases, we will provide as much notice as possible and offer to reschedule. The Call-Out Fee will be refunded in full if we cancel before attending.

5. Pricing and Payment

5.1 Two-Stage Payment Model

Our services operate on a two-stage payment model: (a) Call-Out Fee — payable in advance before we dispatch to your location, starting from £50 and varying by distance; and (b) Remaining Payment — the balance for parts and labour, payable upon completion of work. Payment links for both stages are sent to you via SMS and/or email.

5.2 Payment Methods

We accept payment by debit/credit card and Klarna Pay in 3 via our secure online checkout (powered by Stripe). Cash and bank transfer may be accepted on-site at the technician's discretion. All online payments are processed securely by Stripe.

5.3 Klarna Pay in 3

We offer Klarna Pay in 3 as a payment option, allowing you to split your payment into three equal instalments. Klarna's Pay in 3 is an unregulated credit agreement. SOS CarFix acts as an introducer and is not a lender.

A Processing Fee of 5% is applied to the total when paying via Klarna to cover the third-party payment processing cost. This fee is passed through at cost with no markup by SOS CarFix. The Processing Fee and total Klarna amount (including the fee) are clearly displayed before you confirm payment.

By choosing Klarna Pay in 3, you agree to Klarna's own terms and conditions, which will be presented during checkout. Klarna is available to UK residents aged 18 and over, subject to status. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. Late fees may apply.

5.4 Quotes and Estimates

Quotes are valid for seven (7) days from the date of issue unless otherwise stated. Quotes are based on information provided by the Customer and visual inspection only. Additional faults discovered during work may result in additional charges, which will be communicated to the Customer before proceeding. The Customer has the right to decline additional work.

5.5 Parts Pricing

Parts supplied by us are charged at our prevailing rates, which include a margin for procurement, handling, and warranty administration. We use quality parts from reputable suppliers.

5.6 Non-Payment

Failure to pay upon completion may result in: (a) retention of any parts removed until payment is received; (b) debt recovery action; (c) reporting to credit reference agencies; (d) additional costs being added to recover the debt.

6. Cancellation and Cooling-Off Rights

6.1 Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a distance or off-premises contract within 14 days of the contract being entered into, without giving any reason.

6.2 Emergency and Urgent Services

Many of our Services — including roadside breakdowns, emergency lockouts, vehicle recovery, and urgent repairs — are requested by the Customer to begin immediately. Under Regulation 36(1) of the Consumer Contracts Regulations 2013, the 14-day cancellation period does not apply where the Customer has expressly requested that we attend to carry out urgent work and has acknowledged that they will lose their right to cancel once the Services have been fully performed.

By confirming a booking for an urgent or emergency service and paying the Call-Out Fee, you expressly consent to work beginning immediately and acknowledge that you will lose your right to cancel once the service has been fully performed. If you cancel after work has begun but before completion, you will be liable for a proportionate amount of the Services already provided.

6.3 Non-Urgent Services

For pre-booked, non-urgent services, the 14-day cooling-off period applies from the date of booking confirmation. If you wish to cancel within this period, please contact us as soon as possible. If work has already commenced at your express request, you will be liable for a proportionate charge for Services already carried out.

6.4 How to Cancel

To exercise your right to cancel, you must inform us by a clear statement (e.g. phone call, email, or text message) to the contact details provided in Section 18. The cancellation policy for the Call-Out Fee in Section 4.3 applies in addition to these statutory rights.

7. Customer-Supplied Parts

7.1 Acceptance

We may, at our discretion, agree to fit parts supplied by the Customer. We reserve the right to refuse to fit parts that appear to be of poor quality, incorrect specification, or potentially unsafe.

7.2 No Warranty on Customer-Supplied Parts

We provide NO WARRANTY whatsoever on parts supplied by the Customer. This includes but is not limited to: (a) the quality, authenticity, or condition of the part; (b) the suitability or compatibility of the part for the Vehicle; (c) the longevity or performance of the part once fitted. Any issues arising from Customer-supplied parts are the sole responsibility of the Customer.

7.3 Labour Charges for Customer-Supplied Parts

Full labour charges apply regardless of whether Customer-supplied parts are successfully fitted. If a Customer-supplied part does not fit, is defective, or cannot be installed for any reason, the Customer remains liable for all labour time expended and the full Call-Out Fee.

7.4 Subsequent Visits

If a Customer-supplied part fails or causes issues requiring a subsequent visit, the full Call-Out Fee and labour charges will apply to that visit. No goodwill or reduced rates will be offered for issues relating to Customer-supplied parts.

8. Warranties

8.1 Warranty on Our Work

We warrant that Services performed by us will be carried out with reasonable care and skill. If a defect in our workmanship becomes apparent within 90 (ninety) days of the Service being completed, we will rectify the defect at no additional charge for labour, subject to the exclusions below.

8.2 Warranty on Parts Supplied by Us

Parts supplied by us carry the manufacturer's warranty or a minimum warranty of 12 (twelve) months from the date of fitting, whichever is greater. Warranty claims on parts will be handled in accordance with the manufacturer's warranty terms.

8.3 Warranty Exclusions

Warranties do not cover: (a) Customer-supplied parts (see Section 7); (b) damage caused by accident, misuse, neglect, or failure to maintain the Vehicle; (c) normal wear and tear; (d) modifications made to the Vehicle after our Service; (e) work carried out by third parties on the same system after our Service; (f) consequential failures of related components; (g) faults not related to the Services we performed.

8.4 Warranty Claims

To make a warranty claim, you must contact us promptly upon discovering the issue and provide the Vehicle for inspection. We reserve the right to inspect the Vehicle before accepting any warranty claim. Warranty work will be performed at a location of our choosing.

9. Auto Locksmith and Key Services

9.1 Proof of Ownership

For all locksmith and key-related services — including but not limited to key cutting, key programming, lock picking, and emergency vehicle entry — the Customer must provide valid photographic identification (e.g. driving licence or passport) and proof of vehicle ownership or authorised use (e.g. V5C registration document, insurance certificate, or a letter of authority from the registered keeper).

9.2 Right to Refuse

We reserve the absolute right to refuse to carry out any locksmith service if we are unable to satisfactorily verify the Customer's identity or their right to access the Vehicle. In such circumstances, the Call-Out Fee remains payable and non-refundable.

9.3 Record Keeping

For security purposes and in line with industry best practice, we may photograph or record the identification documents and vehicle details presented during locksmith services. This data is processed in accordance with our Privacy Policy and applicable data protection legislation.

9.4 Third-Party Access

We may be required to share verification records with law enforcement upon lawful request. By using our locksmith services, you consent to this disclosure where legally required.

10. ECU Remapping and Engine Modifications

10.1 Insurance Notification

ECU remapping, performance tuning, and related engine modifications may be classified as a vehicle modification by your insurer. You are solely responsible for notifying your motor insurance provider of any modifications carried out. Failure to do so may invalidate your insurance policy. We accept no liability for any consequences arising from the Customer's failure to declare modifications.

10.2 Manufacturer Warranty

ECU remapping and engine modifications may void the manufacturer's warranty on the Vehicle in whole or in part. By requesting these Services, you acknowledge and accept this risk. We accept no liability for any loss of manufacturer warranty resulting from modifications you have requested.

10.3 DPF Delete, EGR Delete, and Emissions-Related Modifications

Under the Road Vehicles (Construction and Use) Regulations 1986 and the Road Vehicles (Approval) Regulations 2020, it is an offence to use a vehicle on a public road in the United Kingdom that has had its diesel particulate filter (DPF), exhaust gas recirculation (EGR) system, or catalytic converter removed, bypassed, or rendered inoperative unless the vehicle is used solely off-road.

We will only carry out DPF delete, EGR delete, or similar emissions-related modifications on the express written confirmation from the Customer that the Vehicle will be used exclusively off-road (e.g. agricultural, motorsport, or private land use) and will not be driven on public roads.

By requesting these Services, the Customer agrees to indemnify and hold harmless SOS CarFix, its directors, employees, and Network Partners against any claims, fines, penalties, losses, or liabilities arising from the Customer's use of the Vehicle on public roads following such modifications.

10.4 Customer Acknowledgement

By requesting ECU remapping or engine modification services, the Customer confirms that they: (a) are the registered keeper of the Vehicle or have written authority from the registered keeper; (b) understand the potential implications for insurance, warranty, and road legality; (c) accept full responsibility for the use of the Vehicle following modification; and (d) have read and understood the specific disclaimers in this section.

11. Limitation of Liability

11.1 Extent of Liability

To the fullest extent permitted by law, our total liability to you in respect of all losses arising under or in connection with these Terms and the Services, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall not exceed the total amount paid by you for the specific Service giving rise to the claim.

11.2 Exclusion of Consequential Losses

We shall not be liable for any indirect, consequential, special, or incidental losses or damages, including but not limited to: loss of profits, loss of business, loss of use of the Vehicle, cost of hiring alternative transport, loss of data, or any other economic loss, even if we have been advised of the possibility of such damages.

11.3 Pre-Existing Conditions

We are not liable for any pre-existing faults, defects, or conditions in the Vehicle that are unrelated to the Services performed. Where Services reveal additional faults, our liability is limited to the specific work agreed upon.

11.4 Customer-Provided Information

We are not liable for any loss or damage arising from incorrect, incomplete, or misleading information provided by the Customer. If inaccurate information results in additional time or costs, the Customer shall be liable for such additional charges.

11.5 Nothing in These Terms

Nothing in these Terms shall limit or exclude our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any other liability that cannot be legally limited or excluded under the Consumer Rights Act 2015, the Unfair Contract Terms Act 1977, or any other applicable legislation.

12. Vehicle Condition and Access

12.1 Vehicle Condition

The Customer warrants that they are the legal owner of the Vehicle or have authority from the owner to authorise the Services. The Customer must inform us of any known defects, modifications, or conditions that may affect the Services.

12.2 Access and Working Conditions

The Customer must ensure suitable access to the Vehicle and adequate space for work to be carried out safely. We are not responsible for any delays or inability to complete work due to inadequate access or unsafe working conditions.

12.3 Risk

The Vehicle remains at the Customer's risk at all times during the provision of Services. We recommend that Customers maintain appropriate insurance cover for their Vehicle.

13. Data Protection

We collect and process personal data in accordance with our Privacy Policy, which is available at https://www.soscarfix.co.uk/legal/privacy-policy. By using our Services, you consent to such processing and warrant that all data provided by you is accurate.

Where you choose to pay by card or Klarna, your payment data is processed by Stripe (our payment processor) and, if applicable, Klarna. We do not store your card details. Your data may be shared with these third parties solely for the purpose of processing your payment. Please refer to Stripe's and Klarna's respective privacy policies for details of how they handle your data.

SMS and email messages sent to you regarding your booking, payment links, and job updates are transactional communications required for the performance of our contract with you. They are not marketing communications and do not require separate opt-in consent under the Privacy and Electronic Communications Regulations 2003.

14. Force Majeure

We shall not be liable for any failure or delay in performing our obligations under these Terms where such failure or delay results from circumstances beyond our reasonable control, including but not limited to: acts of God, adverse weather conditions, fire, flood, epidemic or pandemic, civil unrest, strikes, government action, or failure of third-party services.

15. Complaints and Dispute Resolution

15.1 Informal Resolution

In the event of any dispute arising from these Terms or the Services, the parties agree to first attempt to resolve the matter informally by contacting us at info@soscarfix.co.uk.

15.2 Formal Complaints

If informal resolution is unsuccessful, complaints may be submitted in writing to our registered address. We will acknowledge complaints within 5 Working Days and provide a full response within 14 Working Days.

15.3 Alternative Dispute Resolution

If the dispute cannot be resolved through our complaints procedure, you may be entitled to use alternative dispute resolution services. Information about ADR providers is available from Citizens Advice.

16. General Provisions

16.1 Entire Agreement

These Terms, together with any Quote provided, constitute the entire agreement between you and us in relation to the Services and supersede all prior representations, agreements, and understandings.

16.2 Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.

16.3 Waiver

No failure or delay by us in exercising any right under these Terms shall constitute a waiver of that right.

16.4 Assignment

You may not assign or transfer any of your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations to any successor in business or affiliate.

16.5 Third Party Rights

These Terms do not confer any rights on any person or party other than the parties to these Terms and, where applicable, their successors and permitted assigns.

16.6 Amendments

We reserve the right to amend these Terms at any time. The current version will always be available on our website. Continued use of our Services after any amendment constitutes acceptance of the amended Terms.

17. Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms or the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

18. Contact Information

If you have any questions about these Terms, please contact us:

• Business Name: SOS CarFix
• Email: info@soscarfix.co.uk
• Phone: 0333 051 0049
• Website: https://www.soscarfix.co.uk