Last updated: 12 July 2026
 

These terms and conditions apply when you enquire about, book or purchase services from D.O Autos. Please read them carefully before making a booking.
 

1. About us
 

D.O Autos provides mobile vehicle servicing, maintenance, repairs, diagnostics, key programming and key-cutting services.

Trading name: D.O Autos
Legal name: D.O Autos
Business address: Hereford
Telephone: 01432 667 069
Email: support@doautos.co.uk

In these terms, “we”, “us” and “our” mean D.O Autos. “You” and “your” mean the customer making the booking or authorising the work.

2. Accepting these terms

By booking a service, accepting a quotation or allowing us to begin work, you agree to these terms and conditions.

A booking request is not confirmed until we have accepted it by telephone, email, text message, booking confirmation or
another agreed method.

Please check your booking details carefully and inform us promptly if anything is incorrect.

3. Our services

We will provide the services described in your booking confirmation, quotation or invoice.

The exact work included will depend on the service selected and any additional work agreed with you. Photographs and descriptions on our website are provided to explain our services but may not show the exact parts or equipment used for every vehicle.

We will perform our services with reasonable care and skill, as required by the Consumer Rights Act 2015.

4. Quotations and prices

Any quotation will be based on the vehicle details and information you provide.

Unless otherwise stated:
 

• Prices are shown in pounds sterling.

• Consumer prices include VAT where applicable.

• Quotations are estimates until the vehicle has been inspected and the required parts and work have been confirmed.

• A quotation remains valid for the period stated on it or, where no period is stated, for 14 days.

The price may change if:
 

• The vehicle information provided is incorrect or incomplete.

• Additional faults or damage are discovered.

• Different or additional parts are required.

• The vehicle has previously been modified or incorrectly repaired.

• Access to the relevant components is more difficult than reasonably expected.

• Additional work is requested or authorised.

We will explain any significant additional costs and obtain your approval before carrying out extra work, except where immediate minor action is reasonably necessary to make the vehicle safe or prevent further damage.

5. Bookings and appointments

You must provide accurate information when making a booking, including:
 

• Your name and contact details.

• The address where the work will be carried out.

• Your vehicle registration, make, model, year and engine where known.

• An accurate description of the fault or service required.

• Information about any modifications, previous repairs or known electrical issues.

• Details of any access restrictions or parking limitations.

Appointment times are estimates. Traffic, weather, earlier appointments, parts availability and unexpected complications may affect our arrival or completion time.

We will make reasonable efforts to inform you if we expect a significant delay.

6. Access and working conditions

You must ensure that:
 

• The vehicle is available at the agreed time and location.

• We have safe and lawful access to the vehicle.

• The vehicle is parked on a reasonably level, stable and suitable surface.

• There is sufficient space around the vehicle for the work to be completed safely.

• Any required parking permission has been obtained.

• Children, pets and other people are kept away from the working area.

• The vehicle contains enough fuel or battery charge for necessary testing.

We may refuse, pause or reschedule work where the location, weather, vehicle condition or surrounding environment creates
an unreasonable safety risk.

Where a booking cannot be completed because the vehicle is unavailable, inaccessible or at a substantially different location from the one agreed, a reasonable call-out or cancellation charge may apply. Any charge will reflect the travel, time, costs or losses reasonably incurred.

7. Vehicle ownership and authority

By booking work, you confirm that you are the vehicle’s owner, registered keeper or have the owner’s authority to request the work.

For key cutting, key programming, immobiliser or vehicle-security services, we may require satisfactory identification and evidence that you are authorised to access the vehicle.

This may include:
 

• Photographic identification.

• The vehicle registration document.

• Proof of purchase or insurance.

• Permission from the registered keeper.

• Other information reasonably required to verify your authority.

We may refuse to provide a vehicle-security service where satisfactory evidence is not available or where we have concerns about the request.

8. Key cutting and programming

Key compatibility depends on the vehicle, immobiliser system, available security information and the condition of the vehicle’s electronic systems.

Unless we have agreed to provide an all-keys-lost service, you must have at least one working key available.

You should provide all existing keys when requested. On some vehicles, all keys must be present during programming. Keys not supplied during the procedure may stop working where the vehicle requires its key memory to be reset.

Once a key blade has been cut or a key, remote or transponder has been programmed specifically for your vehicle, it may be unusable for another vehicle. Change-of-mind returns will therefore not normally be accepted for customised keys unless the item is faulty or a return is required by law.

Key programming may not be possible where there are pre-existing faults involving the battery, immobiliser, control units, wiring, diagnostic equipment connection or vehicle software.

Where we have carried out agreed travel, inspection, diagnosis, cutting or programming work, the reasonable cost of the work completed may remain payable even if the key cannot be successfully programmed because of a pre-existing vehicle fault.

9. Diagnostics

Diagnostic testing helps identify possible causes of a fault but does not always provide a guaranteed final diagnosis on the first visit.

Several faults can produce similar symptoms or fault codes. Further testing, repairs or replacement parts may be required before the exact cause can be confirmed.

A diagnostic charge covers the agreed testing, professional time and equipment used. It is not conditional upon a repair being completed or a fault being permanently resolved during the same appointment.

We will explain our findings and recommendations, but you remain responsible for deciding whether to authorise further work.

10. Additional work

We will not normally carry out work outside the agreed service without your permission.

Your approval may be provided verbally, by telephone, text message, email or another written method.

Where you decline recommended work, we may record this on the invoice or service report. We are not responsible for losses or further damage caused by continuing to use a vehicle after you have been warned about a fault or safety concern.

11. Parts and materials

We use suitable, good-quality parts based on the vehicle and service required.

Parts may be:
 

• Original-equipment parts.

• Original-equipment-quality parts.

• Reputable aftermarket parts.

• Remanufactured parts, where agreed.

• Customer-supplied parts, where accepted in advance.

We will not knowingly fit a part that we consider unsuitable or unsafe.

We do not guarantee customer-supplied parts and are not responsible for their quality, compatibility or failure. Additional labour may be charged if a customer-supplied part is incorrect, defective or must be removed and replaced.

Removed parts may be disposed of unless you ask to keep them before the work begins. Certain exchange or surcharge parts must be returned to the supplier and cannot be retained.

12. Payment

Unless otherwise agreed, payment is due when the work is completed.

We may request a deposit or advance payment where:
 

• Parts must be specially ordered.

• A key or component must be prepared specifically for your vehicle.

• The booking requires significant travel.

• The expected value of the work is substantial.

• You have previously cancelled or failed to attend an appointment.

Deposits will be reasonable and will normally be deducted from the final amount due.

We may retain the vehicle’s keys or withhold specially ordered goods until payment has been made, where legally permitted.

You must raise any question about an invoice promptly. Withholding payment does not remove your responsibility to pay for work that was properly completed and authorised.

13. Customer cancellations and rescheduling

Please provide as much notice as possible when cancelling or changing an appointment.

Where you cancel at short notice, fail to make the vehicle available or do not attend an agreed appointment, we may charge a reasonable amount for losses directly caused by the cancellation. This may include non-refundable parts, travel already undertaken or appointment time that could not reasonably be rebooked.

Cancellation charges will not be excessive and will reflect the reasonable loss actually incurred. Government guidance states that cancellation terms must be fair and that businesses should take reasonable steps to reduce their losses.

14. Your statutory cancellation rights

Where you book a service online, by telephone or away from our business premises, you may have a legal right to cancel the contract within 14 days of the day after the contract was entered into.

You can cancel by making a clear statement by telephone or email. Please provide your name, vehicle registration, appointment date and details of the service being cancelled.

Work requested during the cancellation period

Where you ask us to begin work during the 14-day cancellation period, you expressly request early performance of the service.

If you cancel after work has begun, you may be required to pay a proportionate amount for the work and services already provided.

Once the service has been fully performed, you may lose the statutory right to cancel, provided that you requested early performance and acknowledged that the right would be lost upon completion.

Urgent repairs

The statutory cooling-off right may not apply where you specifically request a visit for urgent repair or maintenance work. This exception only applies to the urgent work requested and replacement parts necessarily used for that work.

Nothing in this section affects your rights where services or parts are faulty, misdescribed or not provided with reasonable care and skill.

15. Cancellations by D.O Autos

We may cancel or reschedule an appointment where:
 

• Weather or working conditions are unsafe.

• A technician is ill or unavailable.

• Necessary parts or equipment are unavailable.

• The vehicle or location differs significantly from the information provided.

• We reasonably suspect unlawful activity.

• You behave in a threatening, abusive or unsafe manner.

• Events outside our reasonable control prevent us from attending.

Where we cancel and cannot offer a suitable alternative, we will refund payments made for services or parts that have not been provided.

We will not be responsible for additional losses caused solely by circumstances outside our reasonable control, although this does not affect your statutory rights.

16. Testing and road testing

You authorise us to start, move and operate the vehicle where reasonably necessary to complete or test the work.

Where a road test is reasonably required, you authorise us to drive the vehicle for that purpose, provided that it is roadworthy, insured and legally permitted to be driven.

Please remove valuable or fragile personal belongings before the appointment. We are not responsible for belongings left in the vehicle unless loss or damage is caused by our negligence.

17. Guarantees

The applicable guarantee period for parts and workmanship will be stated in your quotation, booking confirmation, invoice or guarantee documentation.

Guarantees do not normally cover:
 

• Normal wear and tear.

• Damage caused by misuse, neglect, accidents or incorrect operation.

• Unrelated or pre-existing vehicle faults.

• Further work carried out by another person after our service.

• Customer-supplied parts.

• Modifications or alterations not approved by us.

• Damage caused by contamination, water ingress, corrosion or electrical faults unrelated to our work.

• Failure to follow maintenance or operating recommendations.

Where you believe there is a problem with our work, you must give us a reasonable opportunity to inspect the vehicle and, where appropriate, correct the issue.

Our guarantees are provided in addition to your statutory rights and do not replace or restrict them.

18. Complaints and problems

Please contact us promptly if you are dissatisfied with a service or believe a part or repair is faulty.

Provide:
 

• Your name and contact details.

• The vehicle registration.

• The date of the work.

• A description of the concern.

• Relevant photographs, videos or warning messages where available.

We will investigate the matter and may arrange an inspection.

Where a service has not been performed with reasonable care and skill, legal remedies may include repeat performance or an appropriate price reduction.

Please do not arrange corrective work elsewhere before giving us a reasonable opportunity to inspect the issue, unless urgent action is reasonably necessary to prevent danger or further damage.

19. Our responsibility to you

We are responsible for foreseeable loss or damage caused by our failure to use reasonable care and skill or by a breach of these terms.

We are not responsible for loss or damage caused by:
 

• Pre-existing faults or damage.

• Incorrect or incomplete information provided by you.

• Work carried out by another person.

• Continued vehicle use after a warning or recommendation.

• A defective customer-supplied part.

• Events outside our reasonable control.

• Failure to follow instructions or maintenance advice.

We do not exclude or restrict liability where doing so would be unlawful. This includes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation and your statutory consumer rights.

Where you are acting as a consumer, we are not responsible for business losses such as loss of profits, business interruption or loss of commercial opportunity.

20. Insurance

D.O Autos maintains appropriate business insurance for the services we provide.

Insurance does not remove your responsibility to keep your vehicle properly insured, taxed, roadworthy and legally compliant.

21. Website information

We take reasonable care to keep our website accurate, but service descriptions, availability and prices may occasionally change.

Nothing on the website constitutes technical advice for a particular vehicle unless confirmed as part of an accepted quotation or booking.

Website content, branding, logos, graphics and written material belonging to D.O Autos must not be copied or used commercially without permission.

22. Personal information

We process personal information in accordance with our Privacy Policy.

Information may be used to manage enquiries, bookings, payments, vehicle records, guarantees, complaints and legal obligations.

23. Changes to these terms

We may update these terms when our services, business practices or legal obligations change.

The version that applies to your booking will normally be the version in effect when the booking is confirmed. Any important changes affecting an existing booking will be communicated to you.

24. Severability

If any part of these terms is found to be unlawful or unenforceable, the remaining sections will continue to apply.

25. Governing law

These terms are governed by the laws of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you retain any mandatory rights available under the law of the country in which you live and may be entitled to bring proceedings in your local courts.

26. Contact us

Questions, cancellations or complaints should be sent to:

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