Booking & Cancellation Policy

Last updated: 12 July 2026

This policy applies to all appointments booked with D.O Autos, including vehicle servicing, repairs, diagnostics, key cutting and key

programming.

1. Making a booking

Appointments may be booked through our website, by telephone, email or another agreed communication method.

When making a booking, you must provide accurate information, including:

Your name and contact details.
The service address and postcode.
Your vehicle registration, make and model.
The service or work required.
Any known faults or relevant vehicle information.

A booking is confirmed once you receive confirmation from D.O Autos. Appointment times are subject to availability.

We may require a deposit or full payment when the appointment is booked. Any amount paid will be deducted from the final balance due.

2. Cancelling an appointment

You may cancel your appointment by contacting D.O Autos by telephone or email.

To receive a full refund of any deposit or advance payment, you must cancel your appointment at least 12 hours before its scheduled start time.

For example, an appointment booked for 9:00 am must be cancelled no later than 9:00 pm on the previous day to qualify for a full refund.

Refunds will be returned to the original payment method wherever possible. Please allow a reasonable period for the refund to appear,

depending on your bank or payment provider.

3. Cancellations with less than 12 hours’ notice

Appointments cancelled less than 12 hours before their scheduled start time are considered late cancellations.

Where a late cancellation causes D.O Autos to incur a loss, we may deduct a reasonable cancellation charge from the deposit or advance payment.

This may include:

Appointment time that could not reasonably be filled.
Travel already undertaken.
Parts or materials purchased specifically for the booking.
Payment-processing costs that cannot be recovered.
Other reasonable costs directly caused by the cancellation.

Any amount retained will be proportionate to the loss caused by the cancellation. The remaining balance, where applicable, will be refunded. Businesses should not retain more than is reasonably necessary to cover losses directly resulting from a customer’s cancellation.

4. Rescheduling an appointment

You may request to change the date or time of your appointment.

To reschedule without charge, you must contact D.O Autos at least 12 hours before the appointment’s scheduled start time.

Requests received with less than 12 hours’ notice may be treated as a late cancellation. A reasonable charge may apply where the short

notice causes us to lose the original appointment time or incur additional costs.

A rescheduled appointment is not confirmed until D.O Autos has agreed to the new date and time.

Appointments may only be rescheduled subject to availability.

5. Missed appointments and unavailable vehicles

An appointment will be treated as missed where:

You are not available at the agreed location and time.
The vehicle is not present or accessible.
We cannot contact you using the details provided.
The vehicle is at a different location from the one agreed.
There is insufficient space or no safe place to complete the work.
You have not obtained any necessary permission to park or work at the location.

Where an appointment is missed, the deposit may be retained or a reasonable charge may be made to cover the losses and costs directly caused by the missed appointment.

A new booking and further deposit may be required before another appointment can be arranged.

6. Late arrival by the customer

Where you are required to meet us at the appointment location, please ensure that you and the vehicle are available at the agreed time.

If you are late, we will make reasonable efforts to complete the work. However, the appointment may need to be shortened, postponed or rescheduled if the delay would affect another customer’s booking.

A reasonable charge may apply if the work cannot be completed because you or the vehicle were not available on time.

7. Cancellations or delays by D.O Autos

As a mobile service, appointment times may occasionally be affected by:

Traffic or road closures.
Severe weather.
Illness or emergencies.
Delays during an earlier appointment.
Parts or equipment availability.
Unsafe working conditions.
Events outside our reasonable control.

We will make reasonable efforts to contact you if we expect to be significantly delayed.

Where D.O Autos cancels an appointment, you may choose to:

Reschedule the appointment to another available date; or
Receive a full refund of any deposit or advance payment for services that have not been provided.

We will not charge you a cancellation or rescheduling fee when an appointment is cancelled by D.O Autos.

8. Unsafe or unsuitable working conditions

We may refuse, pause or reschedule an appointment where we reasonably believe that the location or conditions are unsafe.

The vehicle should be parked on a stable, reasonably level and legally accessible surface with sufficient space around it. Children, pets and other people must be kept away from the working area.

Where unsafe or unsuitable conditions were not disclosed when the appointment was booked, a reasonable call-out charge may apply.

9. Parts and specially ordered items

Parts, keys, remotes or other items may occasionally need to be ordered specifically for your vehicle.

Where you cancel at least 12 hours before your appointment, any deposit or advance payment will be refunded in full under this policy.

Where you cancel with less than 12 hours’ notice, reasonable costs already incurred for specially ordered, customised or non-returnable items may be deducted from your refund.

Your statutory rights regarding faulty, unsuitable or incorrectly supplied parts are not affected.

10. Key cutting and key programming bookings

You must provide accurate vehicle information before booking a key service.

Unless otherwise agreed, you must have at least one working key available for key programming. We may also require proof of identity and evidence that you own the vehicle or have the owner’s permission.

An appointment may be cancelled or postponed where:

The required working key is not available.
Proof of ownership or authority cannot be provided.
The vehicle details supplied are incorrect.
A pre-existing electrical, immobiliser or diagnostic fault prevents the work.
The vehicle or key system is incompatible with the requested service.

Where this information was clearly requested before the appointment but was not provided accurately, a reasonable call-out or diagnostic charge may apply.

11. Statutory cancellation rights

Customers who book online, by telephone or away from our business premises may have a statutory right to cancel certain contracts within 14 days. These legal rights may apply separately from this 12-hour booking policy and are not restricted by it.

Where you expressly ask us to begin providing a service during the statutory cancellation period, you may be required to pay a proportionate amount for work completed before you cancelled. The statutory cancellation right may also cease once a service has been fully performed with the required agreement and acknowledgement.

Different rules may apply where you specifically request a visit to carry out urgent repairs or maintenance.

Nothing in this policy affects your statutory rights under UK consumer law.

12. How to cancel or reschedule

To cancel or reschedule an appointment, contact us as soon as possible:

D.O Autos
Telephone: 01432 667 069
Email: support@doautos.co.uk

Please provide:

Your full name.
Vehicle registration.
Appointment date and time.
Whether you wish to cancel or reschedule.
Your preferred alternative date, where applicable.

The time at which your cancellation or rescheduling request is sent will be used to determine whether at least 12 hours’ notice was provided.