The terms we work to

Quotes and prices

Prices given over the phone or through the forms on this site are based on what you have told us. If the job on arrival is materially different — a different lock type, a second unit, a key system we were not told about — we will tell you the revised price before continuing, and you are free to stop at that point. Out of hours and bank holiday work may carry a higher rate, which we will state before we attend.

Access and proof of entitlement

Before opening a property or vehicle we may ask for identification and reasonable evidence that you are entitled to access it. We can refuse the job if that evidence is not available. For vehicle key work we need the registration and may ask for the V5C or other proof of ownership.

Non-destructive entry

We open most locks without damage, but this cannot be guaranteed on every lock. Where a lock has failed internally, has been snapped, or has been previously tampered with, drilling or replacing it may be the only option. We will explain this and the cost before we start.

Parts, glass and lead times

Sealed glass units and some keys are made to order. Lead times quoted are our supplier’s best estimate and are not a fixed commitment. Measurements you supply for glass are taken in good faith; if a unit is ordered to sizes you provided and those sizes are wrong, the replacement unit is chargeable.

Payment

Payment is due on completion unless agreed otherwise. We accept card and bank transfer. Commercial accounts may be invoiced by prior arrangement.

Guarantee

Parts we supply carry a twelve month guarantee against defects, and our workmanship is guaranteed for twelve months. The guarantee does not cover misuse, forced entry, damage by others, or normal wear to moving parts such as handles and hinges.

Cancellation

You can cancel a booked appointment at no cost up until we are en route. If you cancel after we have travelled, a call-out charge may apply. Made-to-order items already ordered on your instruction are chargeable.

Liability

We are fully insured. We are not liable for pre-existing faults, for damage caused by forced entry before we arrived, or for indirect losses such as lost earnings. Nothing in these terms limits your statutory rights as a consumer.