Legal
Terms and Conditions
Last updated 2026-05-29. Plain English. England and Wales jurisdiction.
The short version
The full terms below are written for completeness. If you just want the customer-facing essentials, here they are in plain English:
- What you pay: only the labour for the actual work plus any parts I have to fit. No call-out fee. The all-in price is quoted on the phone before I leave the van.
- When you pay: after the work is done and you've seen it working, with an itemised receipt that splits parts and labour.
- How you pay: cash, debit or credit card via card machine, or bank transfer.
- Guarantee: 12 months on the workmanship, on top of any manufacturer warranty on the parts themselves.
- If I have to start straight away: emergency call-outs are time-critical, so on the phone you'll be asked to confirm you want me to start within the 14-day cancellation window. Once the work is finished the right to cancel is gone (consumer law works this way for emergency services). If you cancel mid-job, you pay only for the work done up to that point.
- If something's wrong with the work: ring me first. Most issues are something I can come back and put right within the guarantee period. The formal complaints route is in section 16 below if we can't sort it directly.
- What I won't do: force entry without satisfactory proof you have the right to authorise the work, and I won't carry on a job that turns unsafe, unlawful or beyond what I'm insured to do. If that happens I'll explain why and stop.
The detailed clauses below cover everything else: scope, formation of contract, refusal of work, wasted journeys, liability, governing law. Worth reading if you want the specifics.
1. About us
Sean Hamilton trading as Lockerfella Locksmith, of Brewood, Staffordshire ST19 9HR, United Kingdom. Phone 07386 341725. Email sean@lockerfella.co.uk.
2. Definitions
- We, us, our: Lockerfella Locksmith.
- You, your: the person booking or using our services.
- Services: the locksmith services described on this website.
- Quote: the price we give you (fixed or estimate range) before work begins.
- Call-out: our visit to your property to diagnose and carry out work.
- Completion: the point at which we have finished the work agreed in the Quote and demonstrated it with you on site (for example, a door locked and tested, a new cylinder fitted, keys handed over).
3. The services we provide
Emergency locksmith services, lock repairs and replacements, uPVC door and window lock specialism, commercial locksmith work, and residential locksmith services. Full details on the services page.
What we do not do: cutting keys from a photograph alone (we need the original key or the lock); opening safes without satisfactory proof of ownership; gaining entry to a property where authority to enter cannot be established; any work we believe is unsafe, unlawful, or beyond our skill set or insurance cover. Where we cannot help, we will say so and (where we can) point you at someone who can.
4. Booking and quotes
Bookings are made by phone, WhatsApp, contact form or email. We will give you a clear price (or a clear price range) before any work begins. If we can't give a fixed price until we see the job, we will give a written estimate on arrival and you must agree to it before we start. We do not charge a call-out fee. You only pay for the actual labour to do the work and any parts we have to fit. The full price is confirmed on the phone before we leave.
5. Formation of contract
A contract between you and us is formed when you accept a Quote (verbally on the phone, on WhatsApp, or in writing) and we accept the booking, whichever happens later. Where the Quote can only be confirmed on arrival because the issue is not fully diagnosable remotely, the contract is formed when you accept our written estimate on site and we begin the work. Up to that point either of us can walk away without further obligation.
6. Estimated arrival times
For emergency call-outs we will give you our best estimate of arrival time, but we cannot guarantee it. Traffic, weather, road closures, and other live jobs can all push our arrival back. We will keep you updated by phone or WhatsApp if our ETA changes materially. A delayed arrival is not, on its own, a breach of these terms; if a delay means our help is no longer useful to you, please tell us as soon as possible so we can stand down.
7. Your right to cancel (Consumer Contracts Regulations 2013)
For most off-premises contracts you have a 14-day right to cancel without giving a reason.
Important exception for emergency call-outs: if you ask us to start the work within the 14-day cancellation period and you give us your express request to do so, you lose the right to cancel once the work is fully completed. If you cancel mid-job after asking us to start immediately, you must pay for the work already done up to the point of cancellation.
To cancel, contact us by phone, WhatsApp or email. A cancellation form is available on request.
8. Carrying out the work
We will use reasonable skill and care, in line with the Consumer Rights Act 2015. Where possible, we use non-destructive entry methods. If destructive entry is unavoidable, we will explain why and get your agreement first. You must have the right to access the property and to authorise the work; we may ask for proof of address or ID.
If, while doing the work, we discover a different or additional problem (for example a failed multi-point gearbox behind what looked like a cylinder issue), we will stop, explain what has changed, and give you a revised Quote before continuing. The original Quote stands until you accept the revised one. Completion happens when we have finished the agreed work and demonstrated it with you on site.
9. Wasted journey and access
If we attend the address you gave us and we cannot start the work because (a) you are not present at the agreed time and we cannot reach you to reschedule, (b) access to the property cannot be arranged, or (c) the situation on site is unsafe for us to work in (the grounds for stopping or refusing work in section 10 below), we may charge a reasonable wasted-journey fee covering our travel and call-out time. We will tell you the amount before we leave site (or by phone the next working day if we cannot reach you while we are there). We will not charge a wasted-journey fee where the cause of the delay is on our side.
This clause does not override our published no call-out fee policy. If you change your mind about going ahead with the work after we have quoted on the phone, or after we have re-confirmed the price on the doorstep (because you want time to think, want a second opinion, want to check with your insurer, or the quoted figure no longer feels right for you), you owe nothing for our attendance. The narrow exceptions in this clause cover situations where the wasted journey is not the result of your good-faith decision to decline the work.
10. Our right to refuse or stop work
We may refuse a booking, decline to start work on arrival, or stop work in progress, where:
- proof of authority over the property is unsatisfactory,
- the work would not be safe to carry out (structural concerns, unsupervised children or animals at the work site, intoxicated or aggressive persons present),
- the work would breach the law (forced entry without sufficient proof of ownership, work on premises we have reason to believe are not legitimately the customer's),
- the work falls outside our competence or our insurance cover.
In any of these situations we will explain why. Where work has not yet started we will not charge for our visit, unless a wasted-journey fee applies under section 9. Where work has started, you only pay for the work already done up to the point we stop.
11. Pricing and payment
- Prices are confirmed before work begins.
- No call-out fee. You only pay for the actual labour to do the job and any parts we have to fit.
- VAT: Lockerfella Locksmith is not currently VAT-registered, so prices quoted are the prices you pay. No VAT is added.
- Payment is due on Completion of the work, unless agreed otherwise in writing.
- Accepted payment methods: Cash, bank transfer, debit and credit card (card payments via mobile reader).
12. Parts, products and warranties
- All locks and parts supplied are new unless otherwise stated.
- Manufacturer warranties apply where given.
- Our workmanship is guaranteed for 12 months from the date of installation, subject to fair use, no tampering, and no damage caused by third parties.
13. Your obligations
You agree to:
- give us accurate information when booking (correct address, the nature of the problem, any access codes or restrictions);
- have, or be able to demonstrate on request, the right to authorise the work and proof of address or ID;
- be present, or have a responsible adult present on your behalf, for the duration of the work;
- give us safe access to the work area, including supervising pets and keeping children away from tools, debris, and the door we are working on;
- remove or secure valuables in the immediate work area before we start (we are not responsible for items left in the way);
- not interfere with the work in progress;
- pay the agreed price on Completion of the work.
14. Photographic record
We may take photographs of the property condition on arrival, the work in progress, and the work on Completion, for our own records, warranty purposes, complaint resolution, and insurance. With your separate consent, we may also use selected photos on our marketing pages (such as case studies on this site). We will not photograph identifying details of the property or anyone inside it (house numbers, vehicle registration plates, faces of people on site) without your permission. You can withdraw marketing consent at any time by contacting us; we will remove relevant photos from the public site at the next routine update.
15. Liability
We hold public liability insurance to a level of £1M with Simply Business. We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or our duty of reasonable care. We do not exclude or limit our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. We are not liable for pre-existing damage, faults caused by misuse after we've left, or losses that were not foreseeable.
16. Complaints procedure
If you're unhappy with our work, ring or email us first. We acknowledge complaints within 3 working days and respond fully within 14 days. If you're still not satisfied you can contact Citizens Advice (03454 04 05 06), Trading Standards, or, where applicable, an ADR body.
17. Force majeure
We are not responsible for delays caused by events outside our reasonable control (extreme weather, road closures, accidents). We will contact you as soon as possible if this happens.
18. Data protection
We handle your personal data in line with our Privacy Policy.
19. Changes to these terms
We may update these terms. The version in force is the one published on the site at the time of booking.
20. Severability
If any part of these terms is found by a court to be unenforceable, the rest of the terms continue in full force. The unenforceable part will be treated as removed only to the minimum extent necessary, and any remaining clauses will still apply as written.
21. Third-party rights
These terms are between you and us. No third party has any right to enforce any part of them under the Contracts (Rights of Third Parties) Act 1999.
22. Entire agreement
These terms, together with any written Quote we have given you, are the entire agreement between you and us about the work. They replace any earlier discussions or representations. Nothing in this section limits any rights you have as a consumer that cannot be excluded by law.
23. Assignment
You may not transfer your rights or obligations under these terms to anyone else without our written agreement. We may transfer ours to a successor business carrying on the same trade, on the same terms, with notice to you.
24. Notices
Day-to-day communications about a booking can be by phone, WhatsApp, or email. Formal legal notices should be sent by email to sean@lockerfella.co.uk. If you need to serve a notice by post, please email us first to request the postal address. A notice sent by email is treated as received the next working day after sending.
25. Governing law
These terms are governed by the law of England and Wales. Disputes are subject to the exclusive jurisdiction of the courts of England and Wales.
26. Last updated
2026-05-29.
Terms questions
The bits people most often want clarifying before booking.
Are your prices fixed before you start the job?
Yes. I give you a clear price (or a clear price range) before any work begins. If I can't give a fixed price until I see the job, you get a written estimate on arrival and you must agree to it before I start.
Can I cancel after I've called you out?
You have a 14-day right to cancel under the Consumer Contracts Regulations 2013. The exception: if you ask me to start an emergency job inside the 14 days and give your express request to do so, you lose the right to cancel once the work is fully completed. If you cancel mid-job after asking me to start, you pay for the work done up to that point.
How long is your work guaranteed for?
Workmanship is guaranteed for 12 months from the date of installation. Manufacturer warranties on the parts apply on top.
What payment methods do you accept?
Cash, bank transfer, or debit and credit card via mobile reader. Payment is due on completion of the work unless we've agreed otherwise in writing.
Are you VAT-registered?
No, not at the moment. The price you're quoted is the price you pay. There's no VAT line on top of it.
What happens if something goes wrong with my lock after you've fitted it?
Ring me. Workmanship is covered for 12 months and I'll come back and put it right at no charge, provided the lock hasn't been tampered with or damaged by someone else. Manufacturer warranty applies to the parts on top of that.