Terms & Conditions

About Us

These Terms and Conditions ("Terms") govern your use of the services provided by Manchester Unlocked, a mobile auto locksmith business operated as a sole trader in Manchester, United Kingdom.

References to "we", "us", "our", or "Manchester Unlocked" in these Terms mean the sole trader business described above. References to "you" or "the customer" mean any person who contacts us, requests a quote, or instructs us to carry out work.

Accepting These Terms

By contacting us to request a service, accepting a quote, or allowing us to carry out any work on your vehicle, you confirm that you have read and agree to these Terms and Conditions.

If you do not agree to these Terms, please do not use our services. We reserve the right to update these Terms from time to time. The version published on this page at the time of your booking will apply to that booking.

These Terms apply to all services provided by Manchester Unlocked including (but not limited to): car key replacement, car key programming, all keys lost, spare car keys, vehicle entry, remote fob repair, broken key repair, Mercedes EIS repair, Mercedes steering lock repair, and Ford ignition repair.

Booking and Confirmation

How bookings are made

A booking is made when you contact us — by phone, WhatsApp, email, or the website contact form — describe the job required, and we confirm we can attend. No booking is confirmed until we have spoken with you or sent a written confirmation and agreed a time.

Quote before work starts

We will always provide a clear quote before any work begins. For straightforward jobs, this is given verbally over the phone. For more complex jobs (such as EIS replacement or all-keys-lost on complex vehicles), a quote is confirmed once we have assessed the vehicle on-site before work commences.

We do not begin work until you have agreed the price. If the scope of work changes during the job (for example, if a problem is discovered that wasn't visible before starting), we will stop, explain the situation, provide a revised quote, and only continue with your agreement.

Arrival times

We provide estimated arrival times in good faith. Actual arrival may vary due to traffic, prior job overruns, or circumstances outside our control. We will notify you if we are running significantly late. We do not guarantee specific arrival times and are not liable for losses caused by delays beyond our reasonable control.

Emergency callouts

For emergency callouts (including all-keys-lost, vehicle lockouts, or child/pet in vehicle), we prioritise attendance as fast as possible. Emergency jobs are accepted on the basis that you agree to the quoted price before travel.

Pricing and Payment

How pricing works

All prices are quoted individually based on your vehicle make, model, year, key type, fault type, and location. We do not publish fixed prices because the cost of automotive locksmith work varies significantly by vehicle — and we believe an honest quote for your specific situation is more useful than a headline figure that changes on arrival.

Payment methods

Payment is due on completion of the work unless otherwise agreed in writing. We accept:

• Bank transfer (BACS/faster payments) — details provided on request
• Cash — accepted at the point of service
• Card payments — accepted via mobile card reader where available

We do not store card details. For bank transfers, payment is expected within 24 hours of job completion unless a different arrangement has been agreed in advance.

Invoices and receipts

A written invoice or receipt can be provided on request. For business customers or fleet operators requiring invoicing on account, please discuss this before the job is carried out.

Outstanding payments

If payment is not received within the agreed timeframe, we reserve the right to pursue the outstanding amount through appropriate legal channels, including the addition of statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998 where applicable.

Proof of Ownership — Legal Requirement

Manchester Unlocked is SERMI registered. SERMI is a UK and EU regulatory scheme that controls access to vehicle security and immobiliser data. As a condition of our SERMI registration, and in compliance with UK law, we are legally required to verify ownership before carrying out the following types of work:

• All-keys-lost programming (generating new keys with no original present)
• EIS (Electronic Ignition Switch) replacement on Mercedes-Benz vehicles
• ESL (Electronic Steering Lock) replacement requiring security coding
• Any other work classified as restricted under SERMI regulations

Acceptable proof of ownership

The following documents are accepted as proof of ownership or authorisation. You do not need to present the original — a clear photograph sent via WhatsApp or email is acceptable in most cases:

• V5C logbook (vehicle registration certificate) in your name — the primary accepted document
• Motor insurance certificate showing your name and the vehicle registration
• Recent purchase receipt or invoice if you have recently acquired the vehicle and the V5C has not yet been updated
• Auction purchase documentation for vehicles acquired at auction
• Executor or probate documentation for inherited vehicles where the registered keeper is deceased
• Written authorisation from the registered keeper if you are acting on their behalf

We reserve the right to decline work if the documentation provided does not satisfy us that you are the registered keeper or have legitimate authorisation. This decision is made in good faith and in compliance with our legal obligations — it does not imply any accusation of wrongdoing.

Proof of ownership documents are handled in accordance with our Privacy Policy. They are used solely for ownership verification and are not shared with third parties except SERMI auditors where legally required.

Our Service — What We Will and Won't Do

What we commit to

• Carry out all agreed work to a professional standard using appropriate equipment
• Provide an honest diagnosis before recommending any work
• Tell you the cost before starting and not exceed the agreed price without your consent
• Test all work fully before leaving — every key, every lock function, every system accessed
• Stay until the job is done — we do not leave part-way through an agreed job
• Treat your vehicle with care and use non-destructive methods wherever possible
• Advise you honestly if a job is beyond our capabilities or equipment — we will not attempt work we cannot complete and will tell you before travel where possible

Limitations of service

• A small number of very new vehicles may have manufacturer-only programming locks that cannot be bypassed with third-party tools. Where this applies, we will advise you before travel and not charge for an unproductive callout
• Vehicle entry is always attempted using non-destructive methods. On certain high-security vehicles, minor cosmetic marks may be unavoidable. We will advise you of this risk before starting and seek your agreement to proceed
• Where a broken key extraction job reveals barrel damage caused by prior DIY attempts, the scope of work may need to change. We will explain this on-site and obtain your agreement before proceeding with additional work

Work we will not carry out

• Any work on a vehicle where satisfactory proof of ownership cannot be provided
• Any work we have reason to believe is connected to vehicle theft, fraud, or other illegal activity
• Work on vehicles we assess as being in an unsafe condition where carrying out the work would create risk

We reserve the right to decline any job at any time without giving a reason, subject to not charging for work not carried out.

Cancellation and No-Shows

Cancelling a booking

You may cancel a booked callout at any time before we depart for your location at no charge. If you cancel after we have departed but before arriving at your location, a reasonable travel charge may apply — we will discuss this with you on a case-by-case basis.

If you cancel after we have arrived and assessed the vehicle but before work has begun, no charge applies unless parts have already been sourced specifically for your job and cannot be returned — in which case the cost of those parts may be charged.

No-shows and inaccessible locations

If we attend your stated location and cannot access the vehicle or reach you — and you have not contacted us to redirect or reschedule — a callout charge may apply to cover our travel time and costs. We will make reasonable attempts to contact you before departing.

Our right to cancel

We reserve the right to cancel or postpone a booking due to circumstances outside our control, including illness, vehicle breakdown, or other emergencies. In such cases we will contact you as soon as possible and, where appropriate, help you find an alternative. No charge will be made for a booking cancelled on our side.

Liability and Insurance

Our insurance

Manchester Unlocked holds £5 million public liability insurance covering our work on customer vehicles. We are DBS (Disclosure and Barring Service) checked and SERMI registered.

Our liability to you

We will not be liable for:

• Pre-existing damage to the vehicle, its locks, ignition, or security systems that existed before we attended
• Damage resulting from prior DIY attempts on locks, barrels, or ignition systems that were not disclosed to us before work began
• Consequential or indirect losses — such as lost earnings, missed appointments, or third-party costs — arising from delays in attending, unforeseen job complications, or circumstances outside our control
• Loss or damage caused by events outside our reasonable control including (but not limited to) traffic, adverse weather, or equipment failure
• The accuracy of any information provided to us by you — if incorrect vehicle details are provided and this causes an incompatible part to be ordered, the cost of that part may be charged

Nothing in these Terms limits or excludes our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any liability that cannot be excluded by law under the Consumer Rights Act 2015 or other applicable UK legislation.

Your liability

You are responsible for ensuring you have the legal right to authorise work on the vehicle. If you provide false or misleading information regarding vehicle ownership or your authority to instruct us, you accept full liability for any resulting consequences including legal and financial penalties.

Vehicle Condition and Pre-Existing Faults

Before beginning work, we will carry out a brief assessment of the relevant system (lock, ignition, key system, or security module). We will advise you of any pre-existing faults, damage, or conditions we observe that may affect the work or its outcome.

For vehicle entry jobs, we use non-destructive methods wherever possible. On certain vehicles — particularly those with reinforced door seals or anti-manipulation lock mechanisms — there is a small risk of minor cosmetic marks to the door frame area even with professional tools. We will advise you of this risk and seek your agreement before proceeding.

We do not warrant that any work carried out will prevent future failures of the same or related systems — automotive locks, ignitions, and electronic security systems have natural lifespans and may fail again independently of our work.

Complaints and Dispute Resolution

How to raise a complaint

If you are unhappy with any aspect of our service — the work carried out, the price charged, or the way we dealt with you — please contact us as soon as possible using the details in Section 13. We take all complaints seriously and aim to respond within 2 working days.

Most concerns can be resolved quickly through direct communication. We ask that you give us the opportunity to put things right before escalating to a third party.

Warranty on work

We stand behind the quality of our work. If a fault develops that is directly related to work we have carried out, and you contact us within 30 days of the job, we will attend and investigate at no charge. Where we are satisfied the fault is attributable to our workmanship or a part we supplied, we will remedy it at no additional cost.

This warranty does not cover:

• Faults arising from subsequent damage, misuse, or tampering with the work after completion
• Failure of parts not supplied by us
• Pre-existing conditions that were disclosed to you at the time of the job
• Normal wear and tear after the job is complete

Alternative dispute resolution

If we are unable to resolve a dispute between us, you may be entitled to use an alternative dispute resolution (ADR) scheme. As a consumer, you also have the right to use the UK small claims court process for disputes under £10,000. We encourage resolution through direct communication in the first instance.

Website Use

The manchesterunlocked.co.uk website is provided for information purposes and to allow you to contact us and request services. While we make every effort to keep the information accurate and up to date, we do not warrant that the website is free from errors, omissions, or outdated information.

• Pricing information on the website is indicative only — actual prices are quoted individually for your specific job
• Service availability described on the website is subject to our current capacity and equipment — we will advise you honestly if a specific service is not available for your vehicle
• We are not responsible for the content of external websites linked from our site
• You must not use our website for any unlawful purpose, to submit false or misleading information, or to attempt to gain unauthorised access to any system

Use of the website contact form constitutes your agreement to be contacted by us in relation to your enquiry. Our full data practices are described in our Privacy Policy.

Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter (including non-contractual disputes or claims), shall be governed by and construed in accordance with the law of England and Wales.

Both parties agree to submit to the exclusive jurisdiction of the courts of England and Wales in relation to any dispute arising under or in connection with these Terms.

These Terms do not affect any statutory rights you may have as a consumer under UK law, including rights under the Consumer Rights Act 2015, the Supply of Goods and Services Act 1982, and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, that provision shall be limited or removed to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

Contact

For any questions about these Terms and Conditions, to raise a complaint, or to exercise any rights you have under these Terms, please contact us using the details below:

These Terms and Conditions were last reviewed and updated in May 2026. We reserve the right to amend these Terms at any time. The version published on this page at the time of your booking applies to that booking.