TERMS AND CONDITIONS

Last updated: [DATE]

1. Introduction

These Terms and Conditions govern your use of the Phoenix Car Keys website and any booking, dispatch or referral service provided through it.

The website and booking service are operated by:

[FULL LEGAL COMPANY NAME], trading as Phoenix Car Keys
Company registration number: [REGISTRATION NUMBER]
Registered address: [REGISTERED ADDRESS]
Email: [EMAIL ADDRESS]
Telephone/WhatsApp: [CONTACT NUMBER]

If the business is operated through a UAE entity, insert:

UAE legal entity: [FULL UAE ENTITY NAME]
Trade licence number: [LICENCE NUMBER]
Licensing authority: [LICENSING AUTHORITY]
Registered UAE address: [ADDRESS]

In these Terms:

  • “Phoenix Car Keys”, “we”, “us” and “our” refer to the legal entity identified above;

  • “Customer”, “you” and “your” refer to the person requesting or paying for a booking;

  • “Booking” means a request submitted through our website, telephone service, WhatsApp, payment link or another authorised channel;

  • “Booking Fee” means the upfront amount charged for processing the request, allocating a service provider and arranging attendance;

  • “Service Provider” means an independent automotive locksmith or other technician to whom a Booking may be referred;

  • “Services” means automotive locksmith or related vehicle access, key cutting, key programming, diagnostic or replacement services;

  • “Vehicle” means the vehicle in relation to which the Services are requested;

  • “Estimated Arrival Time” means an indicative attendance estimate and not a guaranteed appointment time.

By submitting a Booking, paying a Booking Fee or instructing us to arrange attendance, you confirm that you have read and accepted these Terms.

2. Nature of the Phoenix Car Keys Service

Phoenix Car Keys operates as a booking, customer-support, referral and dispatch service.

Unless expressly confirmed otherwise in writing:

  1. Phoenix Car Keys does not itself physically perform the automotive locksmith work;

  2. the Services at the Vehicle are performed by an independent local Service Provider;

  3. the Service Provider is not an employee of Phoenix Car Keys;

  4. Phoenix Car Keys arranges communication between the Customer and the Service Provider;

  5. Phoenix Car Keys may collect a Booking Fee or other agreed payment in connection with arranging the Booking; and

  6. the remaining service price may be payable either to Phoenix Car Keys or directly to the Service Provider, as explained before work begins.

We will make reasonable efforts to select Service Providers that appear suitably experienced and equipped. However, availability, acceptance of a Booking and the ability to complete particular work depend on the circumstances of the Vehicle and the Service Provider attending.

Nothing in these Terms excludes any responsibility that cannot legally be excluded.

3. Eligibility and Authority to Request Services

You may request Services only if:

  • you are at least 18 years old;

  • you have legal authority to make the Booking;

  • you are the registered owner, authorised keeper, lawful user or properly authorised representative of the owner of the Vehicle; and

  • the requested work is lawful.

Before opening, cutting a key for, programming or otherwise accessing a Vehicle, we or the Service Provider may require evidence of identity and authority, including:

  • Emirates ID, passport or another valid photographic identification document;

  • vehicle registration card or equivalent ownership documentation;

  • rental agreement;

  • insurance documentation;

  • written or verifiable authority from the registered owner; or

  • any other reasonable supporting evidence.

The Service Provider may refuse to begin or continue work if ownership or authority cannot be satisfactorily established.

A refusal based on missing, inconsistent or suspicious documentation will not be treated as a failure to provide Services.

4. Booking Process

A Booking may be requested through:

  • our website;

  • telephone;

  • WhatsApp;

  • SMS;

  • email;

  • an online payment link; or

  • another channel expressly authorised by us.

Information displayed on the website or provided during an initial call is an invitation to request a Booking and does not guarantee that a Service Provider is available.

A Booking is accepted when we:

  • confirm it by SMS, WhatsApp, email or telephone; or

  • accept the Booking Fee and issue a booking reference or confirmation.

We may decline a Booking where:

  • no suitable Service Provider is available;

  • the location is outside the service area;

  • the request appears unlawful, unsafe or fraudulent;

  • appropriate proof of ownership or authority is unavailable;

  • the Vehicle requires work that cannot reasonably be performed;

  • the Customer has previously failed to pay properly due charges; or

  • fulfilling the request may breach applicable laws, regulations or safety requirements.

5. Customer Information

You must provide accurate and complete information, including where relevant:

  • your name and contact details;

  • the Vehicle’s location;

  • vehicle make, model and approximate year;

  • registration number;

  • the nature of the key, lock, immobiliser or access issue;

  • whether all keys are lost;

  • whether another locksmith has previously attempted work;

  • known mechanical, electrical, battery, ECU or immobiliser faults;

  • modifications to the Vehicle;

  • accident, theft, fire or water damage; and

  • any access, parking or security restrictions at the location.

Quotations and arrival estimates are based on the information provided.

If the information is inaccurate, incomplete or misleading, the Service Provider may:

  • revise the quotation;

  • charge a reasonable attendance or diagnostic fee;

  • decline or suspend the work;

  • require additional parts or specialist work;

  • arrange a return visit; or

  • conclude that the requested Services cannot be completed.

You remain responsible for reasonable costs already incurred as a result of inaccurate or incomplete information.

6. Prices and Quotations

Any price provided before inspection may be an estimate based on the information available at that time.

The final price may depend on:

  • vehicle make, model and year;

  • key and transponder type;

  • security and immobiliser system;

  • whether all keys are lost;

  • the Vehicle’s condition;

  • previous work or damage;

  • required parts;

  • service location;

  • parking, access and travel requirements;

  • time of day;

  • public holidays;

  • urgency; and

  • work reasonably required after inspection.

Before carrying out work that materially changes the quoted price, the Service Provider should explain the revised price and obtain your approval.

You are not obliged to accept a materially revised quotation. However, an attendance, Booking Fee or diagnostic charge disclosed before attendance may remain payable.

Unless expressly stated otherwise:

  • website prices are indicative;

  • promotional prices are subject to availability and stated conditions;

  • prices are stated in UAE dirhams;

  • applicable VAT or other taxes will be shown where required; and

  • a Booking Fee is separate from the remaining amount payable for the on-site Services unless we expressly state that it forms part of the total price.

7. Booking Fee

The Booking Fee covers services that may begin immediately after confirmation, including:

  • processing the request;

  • communicating with the Customer;

  • identifying and contacting an available Service Provider;

  • allocating the Booking;

  • reserving availability;

  • dispatch administration;

  • payment-processing costs; and

  • coordinating attendance.

The amount of the Booking Fee will be disclosed before payment.

Unless otherwise stated, the Booking Fee may be credited against the total service price when the requested work is completed.

The Booking Fee is not automatically refundable merely because the Customer later decides that the Services are no longer required.

8. Customer Cancellation and Refunds

8.1 Cancellation before dispatch

If you cancel before a Service Provider has been allocated or dispatched, we may refund the Booking Fee in full or in part, depending on whether booking and payment-processing work has already been completed.

Any deduction must be reasonable and consistent with the information provided before payment.

8.2 Cancellation after allocation or dispatch

Once a Service Provider has been allocated, reserved or dispatched, the Booking Fee is normally non-refundable if you cancel for a reason not caused by Phoenix Car Keys or the Service Provider.

This includes where:

  • you find a spare or previously lost key;

  • you gain access to the Vehicle by another method;

  • a friend, dealer, recovery service or another locksmith resolves the problem;

  • you leave the agreed location;

  • you change your mind;

  • you no longer wish to proceed;

  • the Vehicle is moved without informing us;

  • you provided an incorrect location or Vehicle description; or

  • the Service Provider cannot access the Vehicle because you are absent or cannot provide the necessary authority.

8.3 Cancellation after arrival

If the Service Provider has arrived, you may also be responsible for a disclosed attendance or diagnostic fee, even if no repair, key cutting or programming is ultimately performed.

8.4 Cancellation caused by Phoenix Car Keys or the Service Provider

The Booking Fee will normally be refunded if:

  • we cannot allocate a suitable Service Provider;

  • the allocated Service Provider cancels and we cannot provide a reasonable replacement;

  • the Service Provider does not attend within a reasonable period and you choose not to continue;

  • the Booking cannot proceed because of an error made by us;

  • the Service Provider refuses the Booking for reasons unrelated to information, access, safety or authority issues caused by the Customer; or

  • we otherwise confirm that the failure to provide the requested service was attributable to us or the allocated Service Provider.

8.5 Services that cannot be completed

A refund will not automatically be due merely because the requested work cannot be fully completed.

The outcome will depend on the reason.

Where completion is prevented by:

  • undisclosed Vehicle faults;

  • existing electrical, mechanical, ECU or immobiliser problems;

  • previous failed work;

  • Vehicle modifications;

  • damaged components;

  • incorrect Vehicle information;

  • missing proof of authority;

  • unsafe conditions; or

  • a refusal to approve necessary additional work,

reasonable attendance, diagnostic, labour, travel and parts charges may remain payable.

Where the Service Provider is unable to complete the work because they lack the represented equipment, capability or required parts and the Customer did not cause the issue, Phoenix Car Keys will review the Booking and provide an appropriate remedy, which may include:

  • arranging another Service Provider;

  • repeat performance;

  • a partial refund; or

  • a full refund of the Booking Fee.

8.6 Refund method and timing

Approved refunds will normally be returned to the original payment method.

Banking and card-processing times are controlled by the relevant payment provider. We will initiate an approved refund without unreasonable delay.

These cancellation terms do not restrict any mandatory rights available under applicable consumer protection law.

9. Arrival Times

Any arrival time is an estimate only unless expressly confirmed as guaranteed.

Attendance may be affected by:

  • traffic;

  • road closures;

  • parking restrictions;

  • weather;

  • distance;

  • accidents;

  • security checks;

  • gated-community access;

  • the completion of an earlier job;

  • availability of specialist equipment or parts; and

  • events outside our reasonable control.

We will make reasonable efforts to notify you of significant delays.

A delay does not automatically entitle the Customer to compensation. However, where the delay becomes unreasonable, the Customer may cancel and request that the Booking Fee be reviewed for a refund.

10. Performance of the On-Site Services

The Service Provider will determine the appropriate technical method after examining the Vehicle.

The Customer must:

  • remain available at the location unless agreed otherwise;

  • provide safe and lawful access to the Vehicle;

  • disclose known defects and previous work;

  • remove personal property where reasonably requested;

  • comply with reasonable safety instructions;

  • not interfere with the work; and

  • ensure that children, animals and unauthorised persons remain at a safe distance.

The Service Provider may stop work if:

  • conditions are unsafe;

  • the Customer behaves abusively or threateningly;

  • there is evidence of attempted theft or fraud;

  • lawful authority cannot be verified;

  • continued work may cause disproportionate damage;

  • the Vehicle requires work outside the agreed scope; or

  • payment arrangements are not honoured.

11. Damage and Existing Vehicle Condition

Automotive locksmith work may involve mechanical access, removal of trim, lock manipulation, electronic diagnostics or programming.

Before work begins, the Customer should inform the Service Provider of:

  • existing scratches, dents or broken trim;

  • defective locks or handles;

  • damaged windows;

  • electrical faults;

  • non-standard alarm or immobiliser systems;

  • Vehicle modifications; and

  • previous locksmith or repair attempts.

The Service Provider may photograph or record the condition of the Vehicle before and after the work.

Phoenix Car Keys and the Service Provider will not be responsible for:

  • pre-existing damage;

  • defects that were not reasonably visible;

  • deterioration caused by normal wear;

  • faults resulting from previous work;

  • consequences of incorrect Customer information; or

  • damage that is unavoidable when performing a method expressly approved after the relevant risk has been explained.

This does not exclude responsibility for damage directly caused by a failure to exercise reasonable care and professional skill.

Any allegation of damage should be reported as soon as reasonably possible and supported by photographs, video or other evidence.

12. Keys, Parts and Programming

The appearance of a replacement key may differ from the original manufacturer’s key.

Unless expressly agreed:

  • replacement keys may be aftermarket products;

  • logos and cosmetic design are not guaranteed;

  • remote functions depend on Vehicle compatibility;

  • key programming may reveal underlying Vehicle faults;

  • programming may erase lost or stolen keys from the Vehicle’s memory where technically possible; and

  • mechanical key cutting and remote programming may be separate services.

Any warranty must be stated on the invoice or booking confirmation.

A warranty does not cover:

  • accidental damage;

  • water damage;

  • misuse;

  • depleted or incorrectly replaced batteries;

  • unauthorised opening or modification;

  • loss or theft;

  • normal wear;

  • Vehicle-side faults; or

  • work performed by another person after completion.

13. Payment

Payment may be accepted through:

  • debit or credit card;

  • payment link;

  • bank transfer;

  • cash, where expressly permitted;

  • a payment provider displayed during checkout; or

  • another agreed method.

You must pay:

  • the Booking Fee at the time requested;

  • the remaining agreed price upon completion or at the time stated;

  • approved additional charges; and

  • attendance, diagnostic, travel or parts charges that were properly disclosed and incurred.

You must not make an unjustified chargeback for Services or booking work that was properly supplied.

A disputed payment does not prevent you from submitting a complaint. You should first contact Phoenix Car Keys so that the matter can be investigated.

Phoenix Car Keys will not charge a stored card for an additional amount unless:

  • the amount and reason were disclosed;

  • you expressly authorised the charge; or

  • another lawful payment arrangement applies.

14. Invoices and Receipts

We or the Service Provider will provide a booking confirmation, receipt, invoice or other transaction record where applicable.

The document may identify separately:

  • the Booking Fee paid to Phoenix Car Keys;

  • the service amount payable to the Service Provider;

  • parts;

  • VAT or applicable taxes;

  • discounts; and

  • refunds.

Where required by applicable UAE law, the invoice or transaction information will be provided in Arabic, with English added where appropriate.

You should retain all confirmations, invoices and payment records.

15. Independent Service Providers

Service Providers are independent businesses responsible for:

  • holding any licence or approval required for their work;

  • performing the on-site Services professionally;

  • carrying appropriate tools and equipment;

  • complying with applicable laws and safety requirements;

  • charging only amounts properly agreed;

  • providing appropriate receipts or invoices; and

  • addressing defects in work performed by them.

Phoenix Car Keys remains responsible for its own booking, payment and dispatch activities.

Where a complaint concerns on-site workmanship, we may:

  • gather information from both parties;

  • assist communication;

  • request photographs or diagnostic evidence;

  • ask the original Service Provider to inspect or remedy the issue;

  • refer the Booking to another Service Provider; or

  • provide another reasonable resolution.

The use of an independent Service Provider does not remove any non-excludable consumer rights or any responsibility imposed on Phoenix Car Keys by applicable law.

16. Customer Conduct

You must not:

  • request access to a Vehicle without lawful authority;

  • provide false identity, ownership or Vehicle information;

  • threaten, abuse or harass staff or Service Providers;

  • use the website to commit fraud;

  • interfere with the website or payment systems;

  • submit deliberately false reviews or complaints;

  • record or publish personal information about staff or Service Providers unlawfully; or

  • use Phoenix Car Keys branding or content without permission.

We may refuse future Bookings where there is evidence of fraud, abuse, non-payment or serious misconduct.

17. Complaints

Complaints should be submitted promptly to:

Email: [COMPLAINTS EMAIL]
Telephone/WhatsApp: [NUMBER]
Postal address: [ADDRESS]

Please provide:

  • your name;

  • booking reference;

  • date and location;

  • Vehicle details;

  • a description of the issue;

  • relevant photographs or videos;

  • copies of invoices or messages; and

  • the resolution requested.

We will investigate complaints fairly and may request information from the Service Provider.

Where appropriate, possible resolutions may include:

  • an explanation;

  • repeat attendance;

  • correction of defective work;

  • referral to another Service Provider;

  • partial refund;

  • full refund; or

  • another proportionate remedy.

Nothing in this complaints procedure prevents a Customer from using any complaint channel or remedy available under applicable law.

18. Liability

Phoenix Car Keys is responsible for foreseeable loss directly caused by its own breach of these Terms or failure to exercise reasonable care in performing its booking and dispatch obligations.

Subject to mandatory law, Phoenix Car Keys will not be responsible for:

  • indirect or unforeseeable loss;

  • lost profits, revenue or business opportunities;

  • missed flights, appointments or events;

  • loss caused by inaccurate Customer information;

  • pre-existing Vehicle faults;

  • loss caused by the Customer’s failure to follow reasonable instructions;

  • delay caused by traffic, weather, access restrictions or other events outside reasonable control;

  • property left unattended in the Vehicle; or

  • loss that could reasonably have been reduced by the Customer.

Nothing in these Terms excludes or limits liability for:

  • fraud or fraudulent misrepresentation;

  • death or personal injury caused by negligence;

  • deliberate misconduct;

  • breach of obligations that cannot legally be excluded; or

  • any mandatory consumer right.

Any contractual limitation will apply only to the extent permitted by applicable law.

19. Events Outside Reasonable Control

Neither Phoenix Car Keys nor a Service Provider will be responsible for failure or delay caused by events beyond reasonable control, including:

  • severe weather;

  • flooding;

  • road closures;

  • major traffic disruption;

  • fire;

  • accident;

  • civil disturbance;

  • government action;

  • failure of telecommunications or payment systems;

  • power failure;

  • epidemic;

  • natural disaster; or

  • restrictions imposed by police, security, building management or community access control.

We will make reasonable efforts to communicate the effect of such an event and arrange an alternative where practical.

20. Privacy

Personal information will be handled in accordance with our Privacy Policy.

To arrange the Booking, we may share relevant information with a Service Provider, including:

  • your name;

  • telephone number;

  • location;

  • Vehicle information;

  • the nature of the problem; and

  • photographs or messages provided by you.

By requesting the Services, you acknowledge that this information must be shared for the purpose of arranging and performing the Booking.

Marketing communications are subject to separate consent or another lawful basis.

21. Website Use and Intellectual Property

All website content, including text, branding, graphics, photographs, videos, layout and software, belongs to Phoenix Car Keys or its licensors unless stated otherwise.

You may use the website only for lawful personal or business enquiries.

You must not, without written permission:

  • reproduce substantial website content;

  • impersonate Phoenix Car Keys;

  • create misleading copies of the website;

  • use our branding in advertisements;

  • interfere with website security;

  • introduce malware; or

  • use automated systems in a manner that materially disrupts the website.

Nothing in this clause prevents lawful indexing by search engines, lawful quotation, regulatory investigation or any use permitted by applicable law.

22. Third-Party Websites and Platforms

The website may contain links to maps, payment processors, WhatsApp, Google or other third-party services.

Those services operate under their own terms and privacy policies.

Phoenix Car Keys is not responsible for the availability or independent content of a third-party platform, except where applicable law provides otherwise.

23. Changes to These Terms

We may update these Terms to reflect changes in:

  • our services;

  • payment arrangements;

  • applicable laws;

  • regulatory requirements;

  • technology; or

  • business structure.

The version applicable to a Booking will normally be the version provided or made available when that Booking was accepted.

Material changes will not retrospectively remove rights already accrued under an existing Booking.

24. Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be limited or removed only to the extent necessary.

The remaining provisions will continue to apply.

25. No Waiver

A delay or failure to exercise a right does not mean that the right has been waived.

A waiver relating to one event does not constitute a waiver relating to another event.

26. Transfer of the Contract

We may transfer our rights and obligations to another entity as part of a restructuring, sale or transfer of the business, provided that this does not materially reduce your rights.

You may not transfer a Booking to another person or Vehicle without our approval.

27. Governing Law and Jurisdiction

27.1 While operated exclusively by the UK company

If the website is operated exclusively by [UK LEGAL COMPANY NAME], these Terms and the contractual relationship between you and Phoenix Car Keys will be governed by the laws of England and Wales.

However, nothing in these Terms removes any mandatory rights or remedies that apply to a Customer or transaction in the United Arab Emirates.

Any dispute may be brought before a court or competent authority that has jurisdiction under applicable law.

27.2 After establishment of a UAE operating entity

If your Booking is accepted by [UAE LEGAL ENTITY NAME], these Terms and the contractual relationship will be governed by the applicable federal laws of the United Arab Emirates and the laws applicable in the Emirate of [DUBAI/OTHER EMIRATE].

Subject to any mandatory consumer complaint procedure or jurisdiction, the courts of [DUBAI/OTHER EMIRATE] will have jurisdiction.

The booking confirmation or invoice should identify the legal entity with which the Customer is contracting.

28. Language

These Terms may be published in English and Arabic.

Where UAE law requires information to be supplied in Arabic, an Arabic version will be made available.

If there is a conflict between language versions, the version designated by applicable law or stated in the Booking confirmation will apply, provided that this does not restrict mandatory consumer rights.

29. Contact Details

Phoenix Car Keys
Legal entity: [FULL LEGAL COMPANY NAME]
Company or trade licence number: [NUMBER]
Registered address: [ADDRESS]
UAE business address, if applicable: [ADDRESS]
Email: [EMAIL]
Telephone/WhatsApp: [NUMBER]

For complaints, write to: [COMPLAINTS EMAIL]

For privacy matters, write to: [PRIVACY EMAIL]