Luke's Locks - Fleet Locksmith Service
07379 811 796

1. Luke's Locks - Fleet Locksmith Service – Terms & Conditions of Service

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1. Definitions

In these Terms, the following words have the meanings set out below:

• “Contract” – these Terms and Conditions together with any Job Sheet, Quote or Invoice.
   

• “Initial Price” – the price agreed with you for the Services, as shown in the Job Sheet, Quote, Invoice, email, text message or other written confirmation.
   

• “Job Sheet / Invoice” – the written record (paper or digital) of the work to be carried out, the Initial Price and any parts or materials required.
   

• “Services” – the locksmith services we provide, which may include (but are not limited to):
   

  • Making properties safe and secure
     

  • Planned and responsive lock changes
     

  • Opening, repairing or replacing locks
     

  • UPVC and composite door and window work
     

  • Burglary repairs and security upgrades
     

• “We/Us/Our” – Luke's Locks - Fleet Locksmith Service including any approved franchises, partners or subcontractors we instruct.
   

• “You/Your” – the customer who orders and receives the Services.
   

 

2. About these Terms

2.1 These Terms apply to all Services we provide to you. By booking an appointment with us by phone, text, email, social media or any other method, you confirm that you have read, understood and agree to these Terms and to our Pricing Policy.

2.2 If there is any conflict between these Terms and any additional terms shown on a Job Sheet or Invoice, the additional terms will take priority for that specific job.

2.3 If you are unsure about any part of these Terms, you should seek independent advice (for example from Citizens Advice, Trading Standards or a solicitor).

 

 

3. Your Legal Rights (Consumers)

3.1 If you are an individual using our Services for your own private, non-business purposes, you may have rights under the Consumer Rights Act 2015 and other consumer protection law. Nothing in these Terms is intended to remove or reduce those rights.

3.2 For more information about your legal rights, you can contact Citizens Advice, your local authority Trading Standards department, or visit the UK government consumer pages online.

 

 

4. How the Contract Between Us is Formed

4.1 A Contract comes into existence between you and us when you:

• agree to our Initial Price and scope of work over the phone, or
   

• accept a Quote / Job Sheet (on paper or electronically), or
   

• allow us to begin work after we have explained the costs and scope of the Services.
   

4.2 By confirming a booking, you authorise us to attend the address given, carry out the Services that are reasonably necessary and charge for the work and any agreed parts in line with these Terms and our Pricing Policy.

4.3 Your right to cancel is set out in Section 10.
4.4 Our right to cancel is set out in Section 11.

 

 

5. Services We Will Provide

5.1 The specific Services for each job are described in the Job Sheet / Invoice or agreed with you verbally and confirmed in writing (text/email) where possible.

5.2 We will agree an attendance time or time window with you. We always aim to arrive within that agreed time, but attendance may be affected by traffic, weather, previous emergency work, police incidents or other factors outside our direct control.

5.3 We will carry out the Services with reasonable care and skill, using methods appropriate to the situation, the property and the locks or hardware involved.

5.4 We cannot guarantee that we will always be able to repair or open a lock, door or window without any damage. Non-destructive entry will be attempted wherever reasonably possible.

5.5 It is your responsibility to read any Job Sheet, Quote or Invoice carefully and to ask for clarification if anything is unclear, especially around pricing.

5.6 Subcontractors / Partner Locksmiths
From time to time we may pass work to trusted partners, franchises or local locksmiths where:

• we are unable to attend within a reasonable time,
   

• specialist skills or equipment are required, or
   

• you are outside our normal operating area.
   

In those cases:

• the Contract for the work is between you and that locksmith, not Luke's Locks - Fleet Locksmith Service;

• they may have their own pricing, call out fees or terms;
   

• we may act as an intermediary to introduce you but are not responsible for their workmanship or charges.
   

By booking work that we refer to another locksmith, you accept that you will deal directly with them in the event of any queries, complaints or disputes.

 

 

6. Price and Payment

6.1 The Initial Price for labour is agreed with you before we attend or before work begins. It will be confirmed in the Job Sheet, Quote, text, email or Invoice.

6.2 Unless clearly stated otherwise, our prices do not include VAT. If in future we become VAT-registered, we will notify customers and VAT will be added at the prevailing rate.

6.3 You agree to pay the Initial Price plus any additional agreed costs (see Section 7) immediately on completion of the work, unless different payment terms are shown on the Invoice.

6.4 Accepted payment methods:

• Residential customers – usually cash or bank transfer on completion.
   

• Business customers – by bank transfer or PayPal, either on completion or within the payment terms shown on the Invoice (normally 30 days).
   

Any alternative arrangements must be agreed in advance with our office/manager.

6.5 If payment is not received on completion where it is due on completion, the invoice becomes overdue. We may then:

• contact you to request immediate payment, and
   

• apply late payment fees under Section 17.
   

6.6 We reserve the right to request deposits, part payments or advance payments, especially where significant parts or special orders are required.

6.7 Until all parts and materials supplied by us have been paid for in full, ownership of those parts remains with Luke's Locks - Fleet Locksmith Service (see also Sections 6.10 and 13.4).

6.8 We may offer account terms to approved commercial customers only. These are agreed separately in writing and may be withdrawn at any time if payment terms are not met.

6.9 If an invoice for an approved account customer is not paid within the agreed terms (usually 30 days), late payments may also be subject to the late fees / recovery process in Section 17.

6.10 Where a balance remains unpaid, we reserve the right, where lawful and reasonable, to remove parts supplied by us or to charge a reasonable hire / usage fee until they are paid for in full. Any such action will always be proportionate and in line with applicable law and safety requirements.

 

 

7. Additional Costs

7.1 The Initial Price normally covers labour only, based on the information given to us at the time of booking.

7.2 When we attend, we may find that:

• additional parts are required, or
   

• extra time is necessary due to the actual condition of the door, frame or lock, or
   

• other issues exist that were not reasonably identifiable from your initial description.
   

7.3 Our locksmith will always explain any additional labour or parts costs before incurring them. If you agree, these will be added to your Invoice and are payable on completion.

7.4 If you do not agree to the additional cost, you may cancel the work at that point. If we have already spent time on site, a reasonable attendance / labour fee may still be payable to cover our time and any parts already fitted.

7.5 If you provide incomplete, incorrect or misleading information which increases the time or complexity of the job, we may charge additional labour at our standard or agreed rates to cover the extra work.

 

 

8. When We May Decline or Stop Work

We may refuse to start or may stop work if:

• 8.1 Necessary parts, locks or materials are not available and a safe alternative solution cannot be sourced in time.
   

• 8.2 You do not provide proof of ID, ownership, tenancy or authority to grant access where we reasonably require it.
   

• 8.3 You are unable or unwilling to confirm how payment will be made or to provide evidence of ability to pay when reasonably requested.
   

• 8.4 Conditions at the property are unsafe, abusive, threatening or put our staff at risk.
   

• 8.5 You fail to provide access at the time agreed.
   

• 8.6 You breach the Contract in any serious way.
   

If we have to leave due to any of the above and have already attended your property, we may charge a reasonable attendance / cancellation fee.

 

 

9. Access to Your Premises

9.1 You agree to provide safe and reasonable access to your property at the agreed time.

9.2 You authorise us to enter the property as necessary to carry out the Services and, where lawful and appropriate, to recover any goods or equipment that remain our property if invoices are not paid.

 

 

10. Your Cancellation Rights

10.1 You may cancel a booking at any time by contacting us.

10.2 If you cancel at least one hour before our agreed arrival time, no cancellation charge will usually apply.

10.3 If you cancel less than one hour before our agreed arrival time, or if we arrive and you no longer wish us to proceed, we may charge up to one hour’s labour as a cancellation/attendance fee, plus any special parts already ordered specifically for you.

10.4 If we break the Contract in a serious way and do not put things right within 28 days of you notifying us in writing, you may cancel the Contract and seek any remedies you are entitled to under consumer law.

 

 

11. Our Cancellation Rights

11.1 We may cancel the Contract or any booking by writing to you (letter, email or text) if:

• you do not pay sums due,
   

• you seriously breach these Terms,
   

• we are no longer legally permitted to carry out the work,
   

• we are unable to obtain necessary parts or materials, or
   

• events outside our control (see Section 14) make the work impractical or unsafe.
   

11.2 If we cancel due to your breach and work has already been carried out, you must immediately pay for the work completed and any parts supplied.

 

 

12. Warranties – Locks, Parts & Labour

12.1 Locks – New locks supplied and fitted by us are normally covered by a 6-month warranty on parts and labour from the date of installation, unless stated otherwise. British Standard locks usually come with three original keys; additional keys can be supplied at extra cost.

12.2 Gearboxes & Mechanisms – New gearboxes and multipoint mechanisms supplied and fitted by us are normally covered by a 12-month warranty on parts and labour from the date of installation.

12.3 Warranties apply only where:

• the lock or mechanism has been used normally,
   

• keys and hardware have not been misused or altered, and
   

• no unauthorised repairs or modifications have been carried out.
   

12.4 We may refuse warranty claims where damage is caused by:

• forced entry by third parties,
   

• vandalism, attempted burglary, or accidental damage,
   

• non-locksmith-standard key cutting or worn/damaged keys,
   

• extreme weather, building movement or poor door/frame condition.
   

12.5 If a genuine fault arises within the warranty period, we will use reasonable efforts to repair or replace the faulty item at no cost to you.

 

 

13. Our Liability

13.1 We will take reasonable care to minimise damage to paintwork, doors, frames, glazing, floors and surrounding areas. However, some damage can be unavoidable when gaining entry or removing defective hardware.

13.2 Unless we have been negligent, we are not responsible for making good cosmetic damage or for any cleaning, decoration or other remedial work following the Services.

13.3 We do not exclude or limit liability for death or personal injury caused by our negligence, or any other liability that cannot be excluded by law.

13.4 If you are a consumer, we are not liable for any loss related to a business of yours (such as loss of earnings, contracts or profits). Our responsibility is limited to foreseeable loss or damage caused by us.

13.5 All parts and materials supplied remain our property until paid for in full.

 

 

14. Events Outside Our Control

If we or you fail to meet any obligation under this Contract due to events outside our reasonable control (for example, extreme weather, police closures, accidents, illness, strikes, war, pandemics, etc.), neither of us will be treated as having broken the Contract.

 

 

15. Personal Data, Call Recordings & Body-Worn Cameras

15.1 We will use the personal information you provide to:

• deliver the Services,
   

• process payments,
   

• maintain records for legal and accounting purposes, and
   

• contact you about similar services (you can opt out at any time).
   

15.2 We may share necessary information with trusted third parties such as payment processors, debt recovery agencies, insurers or credit reference agencies, where reasonably required.

15.3 Call Recording – Calls to and from Luke's Locks - Fleet Locksmith Service may be recorded for training, quality and security purposes. By contacting us, you consent to call recording in line with our privacy practices.

15.4 Body-Worn Cameras – Our locksmiths may use body-worn video for safety, evidence and training. Footage may be used where needed in legal proceedings or to resolve disputes. You may request a copy of relevant footage in writing, subject to ID checks and a reasonable admin fee.

15.5 We will handle personal data in line with UK data protection law.

 

 

16. General Legal Terms

16.1 The Contract and these Terms are governed by the laws of England and Wales.

16.2 You may not transfer your rights under this Contract without our written consent. We may transfer our rights and obligations to another company, but this will not affect your rights.

16.3 If any clause in these Terms is found unenforceable by a court or regulator, the rest of the Terms will continue to apply.

16.4 If we delay in enforcing our rights under this Contract, it does not mean we have waived those rights.

16.5 We may update these Terms at any time. The version in force at the time of your booking will normally apply to your Contract.

 

 

17. Late Payment & Debt Recovery

17.1 Payment is due on completion unless otherwise agreed in writing. An invoice is considered overdue if:

• payment on completion is not made, or
   

• for account customers, the invoice is unpaid after the agreed credit period (usually 30 days).
   

17.2 To reflect the costs of credit control, administration, chasing communication and disruption to our business, we reserve the right to apply a late payment fee of £25 per day, up to a maximum of £500 per invoice.

17.3 Where invoices remain unpaid for an extended period and we have had to make repeated attempts to obtain payment, we may apply late fees backdated from the original due date, subject to the £500 cap per invoice.

17.4 You also agree that you will be responsible for our reasonable debt recovery costs, including:

• fees charged by a third-party debt collection agency,
   

• court fees and legal costs, and
   

• any enforcement costs in relation to a County Court Judgment (CCJ).
   

17.5 In cases of serious, ongoing non-payment, and where lawful and safe, we reserve the right to treat parts we have supplied as hired equipment until paid for, and to:

• charge a reasonable daily hire fee, or
   

• seek to recover or disable hardware in a lawful and proportionate way.
   

Any action we take will always comply with UK law and will not put you or your property at risk.

 

 

18. Complaints & Contact

18.1 We aim to provide a professional service on every job. If you are unhappy with any aspect of our work, please contact us in writing within 24 hours of the issue arising, explaining the problem in detail.

18.2 We will investigate and, where appropriate, arrange a revisit, repair or other remedy.

18.3 Contact details for the business will be shown on the relevant website and Invoice (for example, address and telephone number).

 

 

Pricing Policy

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We believe in clear, upfront pricing. You will always be told our labour rate or fixed cost before we attend and again before any additional work or parts are agreed.

 

1. Call Out Charges

• We operate as 24-hour locksmiths, responding to emergencies day and night.
   

• For most standard work booked between 9am and 5pm, Monday to Sunday, we normally do not charge a call out fee.
   

• For certain high-demand periods (for example Christmas Eve 24th December to 27th December, New Year’s Eve and New Year’s Day, or extreme weather/emergency events), we may apply a call out charge in addition to our normal labour rate. This will always be explained before you confirm the booking.
   

• Quotes for non-urgent, pre-booked work are always free of charge.
   

2. Standard Labour Rates (Guide)

These figures are your example Fleet rates – you can adjust them as needed:

• 9am – 5pm: labour from £55 per hour
   

• 5pm – 10pm: labour from £85 per hour
   

• 10pm – 6am: labour from £110 per hour
   

• 6am – 9am: labour from £85 per hour
   

Most straightforward lockouts and simple jobs are completed within the first hour.
Where a job is priced “per job” rather than by the hour, we will confirm this before work starts.

 

3. Minimum Charges & Time Bands

• We normally apply a minimum charge of one hour for attendance and labour.
   

• If work takes longer than one hour, additional time is usually charged in 15-minute intervals at the same hourly rate (for example, 1 hour 10 minutes is rounded to 1 hour 15 minutes).
   

• Our labour time starts when we arrive at the agreed address. If we have to wait because nobody is present or you arrive late, waiting time will be charged at the agreed hourly rate.
   

4. Per-Job Pricing

• In many cases we can give a fixed price for the whole job based on the information you provide (for example, “open a standard euro lock on a UPVC door”).
   

• If we arrive and the job is substantially different – e.g. severe door/frame damage, previous forced entry, long-term mechanical failure, secondary issues such as dropped doors – we will re-explain the price options and may revert to standard hourly rates.
   

• If you decide not to proceed after we have attended and assessed the job, we may charge a reasonable attendance/labour fee and for any materials already used.
   

5. Parts, Travel & Additional Charges

• Parts such as cylinders, locks, gearboxes and mechanisms are charged in addition to labour, unless otherwise agreed. We will usually provide a price range for likely parts (e.g. cylinders from £24.99).
   

• For jobs requiring significant travel, for example remote or rural locations, we may apply a fuel / travel charge which will be disclosed in advance.
   

• Local tolls or charges (such as tunnels, bridges or parking costs) may be added to your Invoice if incurred as part of your job.
   

• If we must source unusual, imported or specialist parts, any postage, import or sourcing costs will be explained to you and added to the final price.
   

6. Weather & Danger Conditions

• Work undertaken during severe weather (e.g. heavy snow, ice, red or amber weather warnings) or during high-risk situations (such as certain evictions or police operations) may incur a danger / hardship fee.
   

• Any such fee will be discussed with you in advance and kept proportionate to the risk and conditions at the time.
   

7. Cancellations & Missed Appointments

• You can cancel without charge if you notify us at least one hour before the agreed arrival time.
   

• Cancellations with less than one hour’s notice, or where we attend and cannot start due to no access, may be charged up to one hour’s labour plus any special parts already ordered.
   

• Repeated missed appointments or no-shows may incur additional fees to cover wasted time and travel.
   

8. VAT

• At the time of writing, Luke's Locks - Fleet Locksmith Service does not charge VAT.

• If this changes in future (for example, if we exceed the VAT threshold), VAT will be added at the current rate and we will make reasonable efforts to update our websites and documentation.