Nothing contained in these Terms and Conditions will affect or restrict the statutory rights of a Buyer under the Buyer Rights Act 2015. Hampshire Auto Keys is a trading name of Coopers of Hampshire Limited.
1. Definitions and Interpretation
1.1 In these Terms and Conditions, unless the context otherwise requires, the following expressions have the following meanings
“Business Day” means, any day other than a Saturday, Sunday or bank holiday;
“Calendar Day” means any day of the year;
“Commercial Unit” means a delivery of Goods, the character and/or value of which would be materially impaired if divided;
“Contract” means the contract for the purchase and sale of Services and Goods
“Goods” means the goods which are to be supplied by Us to you as specified in your Order (and confirmed in Our Order Confirmation);
“Month” means a calendar month;
“Pre-Contract Information” means information about Hampshire Auto Keys, the Services, pricing, and your legal rights that We are required to provide under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2015
“Price” means the price payable for the Services and Goods;
“Services” means the services which are to be provided by Us to you as specified in your Order (and confirmed in Our Order Confirmation);
“Special Price” means a special offer price payable for Services and Goods which We may offer from time to time;
“Order” means your order for the Services and Goods
“Minimum Deposit” is a non-refundable fee of £40 including VAT
“Mobile Attendance Fee” is any monies paid by the customer for the provision of Goods and/or Services at their own address. This is listed on any invoice as ‘we visit your address’
“Order Confirmation” means Our acceptance and confirmation of your Order as described in Clause 3;
“We/Us/Our” means Coopers of Hampshire Limited trading as Hampshire Auto Keys, a Private Limited Company registered in England under number 14416644, whose registered address is Unit A, 82 James Carter Road, IP28 7DE
2. The Contract
2.1 These Terms and Conditions govern the sale of Services and Goods by Us and will form the basis of the Contract between Us and you. Before making your Order, you will be offered a link and directed to these terms and conditions. Please ensure that you have read these Terms and Conditions carefully. If you are unsure about any part of these Terms and Conditions, please ask Us for clarification.
2.2 Nothing provided by Us including, but not limited to, information given over the telephone, sales and marketing literature, price lists and other information constitutes a contractual offer capable of acceptance. Your Order constitutes a contractual offer that We may, at our discretion, accept.
2.3 A legally binding contract between Us and you will be created upon Our acceptance of your Order, indicated by Our Order Confirmation. Order Confirmations will be provided in writing via email
2.4 We shall ensure that the following information is given or made available to you prior to the formation of the Contract between Us and you, save for where such information is already apparent from the context of the transaction:
2.4.1 The main characteristics of the Services and Goods;
2.4.2 The total Price for the Services and Goods including taxes or, if the nature of the Services and Goods is such that the Price cannot be calculated in advance, the manner in which it will be calculated;
2.4.3 Where applicable, all additional delivery charges or, where such charges cannot be calculated in advance, the manner in which they will be calculated;
2.4.4 Where applicable, the arrangements for payment, delivery and the time by which We undertake to deliver the Services and Goods;
3. Our Liability
3.1 We will take all reasonable care to avoid and/or minimize damage being caused to Your vehicle in the course of Us providing the Services. For the avoidance of doubt, We shall have no responsibility for making good any such damage which does occur or for any cleaning or other associated costs linked to such damage
3.2 We will not be liable to You for loss or damage due to the Contract
3.3 If You are a consumer, We will not be responsible under this Contract for any loss or damage which relates to any business of yours. Nothing in these Terms will affect Your right to bring legal action. All parts supplied by Us and all materials used in carrying out the Services shall remain Our property until payment is received from You in full
3.4 Like much of the industry, we may use aftermarket parts for your vehicle, in order to offer better pricing to our customers. These will include a warranty
3.5 We shall not be liable for any pre-existing or subsequent fault with your vehicle. Vehicles will be tested prior to commencement of any works. In the event a fault is discovered, it will be at the customer discretion whether they wish to proceed with provision of Goods and Services and We shall accept no liability in the event of an issue. If we are unable to produce a key for your vehicle, the minimum deposit will apply.
4. Price and Payment
4.1 The Price of the Services and Goods will be confirmed by us following your order. If you have ordered the incorrect vehicle key or requested a mobile visit, there may be an additional charge due before supply of goods and services can commence
4.2 Our Prices may change at any time but these changes will not affect any Orders that We have already accepted.4.1 The price of our Services will be set out on the invoice
4.3 The price of Our Services will include labour and any materials used in connection with the provision of the Services.
4.4 Pricing on the website (including Services and material) refers to working hours and can be subject to change on site depending on the time, service area, work load and stock price of materials.
4.5 A minimum booking deposit of £40 including VAT applies
4.6 Any estimate or quote which We provide to You in writing or orally shall be capable of amendment by Us in the event (i) that We determine additional labour time and/or materials are required in order to complete the Services which were not anticipated by Us at the time the original estimate was provided to You or (ii) of a manifest error in respect of the original estimate.
4.7 We do not provide discount for not meeting the estimates (time of arrival, labour time and/or price of materials).
5. Bookings and Cancellation
5.1 We will check we are able to complete the required work on your vehicle. If you have paid and we confirm we are unable to carry out the requested works, you will be refunded in full
5.2 We will attempt to carry out your job on the next available day. In some instances, we may need to order parts for your vehicle and your booking will be scheduled once these have arrived, but not exceeding 14 days
5.3 A Buyer may select ‘Come to Us’ for no additional cost, or ‘Mobile visit to your address’, for which an additional charge may be payable
5.4 Our Cancellation Policy is Set out below
5.4.1 A customer may re-arrange their booking for no additional cost, so long as it is re-arranged more than 24 hours in advance of the originally agreed date
5.4.2 All Cancellations must be made in writing by email or letter within 7 days of ordering
5.4.3 If the job is cancelled before provision of goods or services, you are entitled to a full refund
5.4.4 If the job is cancelled after a key has been produced but before provision of services, you are entitled to a refund minus the Minimum Deposit fee
5.4.5 Where ‘Mobile visit to your address’ has been selected, and if you cancel or re-arrange the job within 24 hours of the originally agreed date, the customer will be entitled to a refund less the Mobile Attendance Fee and Minimum Deposit Fee
5.4.6 If we begin working on your vehicle and discover a fault with the vehicle, we may refuse to continue our services. In which case, you will be entitled to a refund less the Minimum Deposit Fee and any Mobile Attendance Fee paid
5.4.7 If we begin working on your vehicle and discover a fault, and the Buyer wishes to proceed at their own risk, but we are unable to successfully programme a key to the vehicle, you will not be entitled to a refund, as we would have provided both the goods and service
6. Warranty
6.1 In the unlikely event that there is any defect with the Services or parts supplied and fitted by Us and such deficiency manifests itself in the three month period following completion of the Services, please tell Us as soon as reasonably possible and give Us a reasonable opportunity to inspect and repair such defect or to replace any defective part as appropriate
6.2 If a defect is reported to Us in the three month period following completion of the Services and upon our inspection of the matter, such fault is found to be genuine (and not the result of deliberate or negligent damage), We will use every effort to repair or fix the defect as soon as reasonably possible during working hours. You will not have to pay for Us to rectify the fault in the Services under this section
6.3 If the defect results from deliberate or negligent damage, we have the right to charge the total amount for repair
6.4 No warranty is provided against your existing vehicle key(s) or vehicle and its electrical systems
6.5 Some services have a different warranty period, which will be specified in the estimate or invoice
7. Complaints
7.1 Our Complaints Policy is written in accordance with the Consumer Rights Act 2015, which serves to protect both the Buyer and the Seller. This does not apply where the Buyer has declared they are a motor trade professional.
7.2 We pride ourselves in customer care and will aim to do whatever is reasonably possible to resolve an issue. If you have a problem, you must put your complaint in writing either by emailing hello@coopersofhampshire.co.uk or writing to our registered office Unit A, 82 James Carter Road, IP28 7DE. We will look into what’s happened and aim to provide you with a response within 8 weeks after you’ve contacted us.
7.3 In the event of any dispute or disagreement arising out of or in connection with this Contract or any breach of its term the Seller and the Buyer shall first use their reasonable endeavours to negotiate in good faith a settlement.
7.4 If your complaint is about the service you have received, we will review the root cause of the situation and write back to you within 8 weeks confirming any actions which have been taken
7.5 If you’re not happy following the conclusion of our complaint handling procedure, we are accredited to the Vehicle Sales and Service and Repair Codes, and you can complain to The Motor Ombudsman “TMO", (https://www.themotorombudsman.org) who is our certified Alternative Dispute Resolution (ADR) provider. The Motor Ombudsman will offer free impartial information and, if appropriate, an alternative dispute resolution process in the event that you are not satisfied with the outcome of a concern. For further information, you can visit The Motor Ombudsman’s website at www.themotorombudsman.org or call their Information Line on 0345 241 3008. Calls are charged at your local rate.
7.6 The Seller shall not be liable for consequential claim under this Contract.