Terms & Conditions

1. About us

These terms apply to locksmith services provided by LOCKSMITH ON CALL LTD ("we", "us", "our"), 37 Tavistock Place, London, WC1H 9SE, and to your use of this website. You can contact us on 0330 789 0914 or at support@locksmithoncall.co.uk.

By using this website or booking a service with us, you agree to these terms. If you do not agree, please do not use the website or our services.

2. Using this website

The information on this website is for general guidance. We work to keep it accurate and up to date, but we do not guarantee that it is complete or error-free, and it may change without notice.

You must not misuse the website, attempt to gain unauthorised access to it, or copy its content for commercial use without our written permission.

3. Quotes and prices

Prices shown on the website are indicative starting prices and include VAT. We do not charge a call-out fee.

We will give you a price on the phone based on what you tell us. The final price is confirmed by the engineer on site after assessing the job, and we will not start work until you have agreed it. If the job turns out to be different from what was described, we will explain why and agree any change with you before continuing.

4. Proof of identity and right of entry

Before gaining entry to any property, our engineer may ask for photo ID and proof that you live at, own, or are authorised to access the property (for example a utility bill, tenancy agreement or confirmation from the owner or landlord).

We may refuse or stop work if we are not satisfied that you have the right to access the property. Where this happens before any work has started, no charge will be made.

5. How we carry out work

We use non-destructive entry methods wherever possible. Some locks cannot be opened without drilling or replacing parts. If that is needed, we will tell you and get your agreement before going ahead.

You are responsible for telling us about anything that could affect the job, such as alarms, fragile doors or frames, or known faults.

6. Payment

Payment is due on completion of the work unless we agree otherwise in advance. We will give you a receipt or invoice showing what was done and the price paid.

Any parts supplied remain our property until they have been paid for in full.

7. Cancellations

You can cancel a booking at any time before our engineer arrives, free of charge.

If you contact us by phone or online, you normally have a 14-day right to cancel under the Consumer Contracts Regulations 2013. Because emergency locksmith work is usually carried out straight away, by asking us to attend and start work you agree that we can begin within that period. If you cancel after work has started, you will need to pay for the work carried out and any parts fitted up to that point. Once the work is fully completed, the right to cancel no longer applies.

8. Our guarantee and your rights

We carry out all work with reasonable care and skill. If you are unhappy with the work, please contact us as soon as possible and we will do our best to put it right.

Any guarantee on parts or labour will be confirmed on your invoice. Nothing in these terms affects your statutory rights as a consumer under the Consumer Rights Act 2015.

9. Liability

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, for pre-existing damage or defects in doors, frames or locks, or for delays caused by events outside our reasonable control.

We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, or for fraud.

10. Your personal information

We use the details you give us (such as your name, phone number and address) only to provide and follow up on the service you asked for, and to meet our legal obligations. We do not sell your information. Full details are in our Privacy Policy, and how we use cookies on this website is explained in our Cookie Policy.

11. Complaints

If something has gone wrong, please call 0330 789 0914 or email support@locksmithoncall.co.uk with details of the job. We aim to respond to all complaints within 5 working days.

12. Changes and governing law

We may update these terms from time to time. The version on this page at the time you book applies to your job.

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.