Fitlok Terms & Conditions of Service

Definitions:

Us - Fitlok

You - The customer requiring Locksmith Services

Call out Charge - This is the minimum fee you will be required to pay our locksmith to come to your premises and assess and/or fix the issue. This fee always includes the first hour of our locksmith's time. Further hours worked may incur additional charges, however this will always be pre-agreed with you.

Job Sheet - This will be given to you for review when our locksmith arrives.  It will detail work to be carried out along with any pre-agreed costs, including the initial call out charge.  You will be asked to sign this after you have checked it over and are in agreement with the terms and you will receive a copy.

Contract - The signed job sheet and these terms create our contract for works.

Our Services -

Those detailed on the job sheet and can include;

Assisting to gain entry where keys are lost (homes, businesses, automobiles). 

Providing prices for replacement locks. 

Replacing locks (planned and in an emergency)

Providing additional security.

Giving security advice on existing locks.

Key copying and cutting.

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY

These Terms form an important part of the Contract and govern the way We will perform the Services for You.

If You do not understand something within these Terms, You should consider asking a solicitor to advise You.

Alternatively You could ask Your local Citizen’s Advice Bureau or Your local authority’s trading standards

department for advice. Before calling please read our LEGAL NOTICE and terms and conditions please note you agree to these when booking us via any form of communications with Us.

YOUR LEGAL RIGHTS

If You are an individual contracting for Your own private, non-business needs, You have certain legal rights and remedies as a consumer and nothing in these conditions affects Your legal rights. If You want to know more about Your legal rights as a consumer then contact Your local authority’s trading standards department, the Citizens Advice Bureau or go online at http://www.direct.gov.uk/consumer4.

OUR AGREEMENT WITH YOU

• If You agree to the scope and cost of the Services to be provided by Us (as specified in the Job Sheet/Invoice) over the telephone, via any messaging service, a contract will come into existence at this point between You and Us.
• If You agree the scope and cost of the Services to be provided by Us following an assessment of the required works by Our locksmith known as a free no obligation quote and you sign a copy of the [Quotation/Job Sheet] or agree to the work to be carried out to that effect then a contract will come into existence at this point between You and Us.
• Your and Our right to cancel the Contract is set out below.
• If Our Job Sheet/Invoice includes any other terms called “additional terms and conditions” they will form part of these Terms. If they are different to these Terms, the additional terms and conditions shall be taken into account first.

OUR SERVICES TO YOU

• The specific detail of the Services that We agree to perform for You will be set out in the Job Sheet or in a verbal contract.
• We will agree with You at an appropriate time when We will endeavour to attend the relevant premises in order to perform the Services as agreed by both parties.
• The Services are offered by Us on the basis that they will be provided as efficiently as reasonably possible taking into account prevailing workloads, availability of personnel, weather, transport conditions and the availability of parts and any other conditions upon which We are dependent but which fall outside Our direct control such as hard to find hardware, out of stock items.
• Our agreement to perform the Services does not mean that We guarantee that We will be able to repair or replace Your hardware.
• It is important that You understand what is included within the Services and what is excluded from the Services. You are advised to read the Job Sheet/Invoice carefully or ask the locksmith to explain all of this in full, however we will do our best to explain in full but for some people they misunderstand due to a simple lack of DIY knowledge which we are not liable for.
• If We cannot attend a job due to an unforeseen situation, We will contact You to advise and rearrange or suggest other reputable Locksmiths in the area.

PRICE AND PAYMENT FOR SERVICES

• The Initial Price You owe Us for the Services is set out in the Job Sheet/Invoice or by verbal agreement (or in any amendment to the Contract We provide to You AND You sign in agreement).
• The price does not include VAT as we do not charge VAT.
• Unless otherwise agreed with Us (and noted on the Job Sheet/Invoice accordingly) you agree to pay Us the Initial Price together with any additional costs (as referred to in SECTION below) immediately upon completion of the Services and You shall ensure that payment is made available to Us without unreasonable delay. We accept Cash payments for residential customers, Debit & Credit cards and bank transfer. Only Businesses are permitted to pay by Invoice payment and are due within 14 days or as specified on the invoice.
• If you fail to pay Us as required in accordance with paragraph above and We do not subsequently receive full payment from You within 48 hours of the date the payment is due you will be charged a late fee. 
• Late fees, which are charged at £15 per day will be charged for ALL overdue invoices.
• We reserve the right (at our absolute discretion) to require advance payments, stage payments or deposits before or during the provision of the Services. We shall specify any advanced payment or other specific payment requirements to You before commencing the Services.
• Payments may be made by Debit Card, Credit Card, Cash, Bank transfer or PayPal.
• Until all goods are paid for in full then we own the goods in your property to where if we see fit can charge you a hire fee of up to £20 per day for the use of the items and any additional charges for removal of these items such as attendance fee of £80. 
• Failure to pay the balance will result in the parts fitted being removed from your door as they have not been paid; this is done without notice. All parts remain the property of the locksmith until paid for. We shall seek the outstanding amount plus additional fees by using a 3rd party debt collection agent and where necessary, request & enforce County Court Judgements against any person/company who fails to pay. 
• We can also destroy our own hardware by placing wedit screws with the locks to stop the hardware being used, leaving you locked out. The screw that's used is recognised by all locksmiths in the UK which is a red flag for none payment, meaning no locksmith will help you gain access to the property or lock. This may seem harsh but this is what will happen if you fail to pay. We will then seek the bill to be paid in full along with all additional costs incurred.

PRICE GUARANTEE & ADDITIONAL COSTS

• If You do not, after being asked by Us, provide Us with all relevant information requested in order to allow us to provide the Services, or You provide Us with incomplete or incorrect information when speaking or contacting us in any form, We may make an additional charge of a reasonable sum to cover any extra work that is required in order to provide the Services.
• We may require a deposit of £30 to book the locksmith for an emergency call out, especially during night-time hours.  This covers Us in the happy event keys are found or You have found a way to gain entry.
• If we provide the same service on different dates and the prices change this can be due to a number of factors such as price inflation, change in brand, how long the job may take, any offers we have had available We will not guarantee the same price each time.

REASONS WHY WE WILL NOT PERFORM THE SERVICES

We do not have an obligation to perform the Services if any of the following happens:

• We are unable to repair or replace Your lock as the necessary spare or replacement parts or locks are no longer available.
• You do not pay for all or any part of the Services as We have agreed and/or You do not provide sufficient evidence of Your ability to pay for the Services as may reasonably be requested by Us.
• You do not provide Us with any necessary information that We have requested from You or the information You do provide is incomplete, incorrect or generally regarded by Us to be insufficient. In particular if You have failed to provide proof of identification and ownership of the property (or in circumstances where You are a tenant or licensee, satisfactory evidence of the landlord or licensor’s consent to the Services being delivered by Us).
• You do not give Us access to Your property at the time that You agreed with Us.
• You are aggressive, argumentative, threatening or are deemed to be dangerous or under the influence of drugs and or excessive alcohol.
• You are a pain to do work for, meaning you do not pay on time, dispute invoices or bills and cost Us more money chasing payments.

ACCESS TO YOUR PREMISES

• You agree that You will allow Us access to Your property at the time and date agreed by You and Us.
• You agree that We may enter Your property to carry out the work or to recover any equipment or goods of ours which We have left on Your property.

YOUR CANCELLATION RIGHTS

• You have the right to cancel the job up to 24 hours before without having to pay for the appointment unless parts have been sourced beforehand, then you will be liable for the job's full price.
• Should you call to cancel within 30 minutes of the locksmith arriving at your property Or the locksmith arrives at your property and You cancel without calling in advance to cancel then a £50 attendance charge is payable immediately Cash only or bank transfer along with the cost of any parts we have sourced for the work to be carried out.

OUR CANCELLATION RIGHTS

• We can end the Contract in any of the following circumstances by writing, phone call to You and telling You:-
• You fail to pay a sum when it is due to be paid or if You otherwise break this Contract in some important way and You fail to fix the situation within 28 days of Us asking You to in writing;
• if We are no longer able to carry out the Services due to the law or due to regulatory reasons;
• We give You at least 28 days’ written notice of Our intention to cancel the Contract.
• If We end the Contract because of Your fault and any work has been carried out but not paid for by You, then You must pay Us for that work as soon as the Contract ends.
• Due to an accident, death or if the company goes into insolvency or is put out of business then we may let you know via a form of contact, however we are not required to do so at any point.

WARRANTIES AND GUARANTEES

• Locks - All locks are covered with a manufacturers warranty from fitment date, usually 12 months. 
• All British Standard locks fitted we provide new original keys. If additional keys are required Fitlok Locksmiths will provide Locksmith-Standard keys for an additional cost. The warranty is only valid if the original keys or additional keys provided by Fitlok Locksmiths are used to lock/unlock the lock. Should Non-Locksmith-Standard keys be used i.e. keys purchased at a cobblers, in automatic key cutting machines etc the warranty is invalid. Non-Locksmith-Standard keys can cause the lock to fail due to metal fragments renaming on the keys when cut due to poor key design, hardware or machining.
• Gear Boxes/mechanisms - All gear boxes are covered with a manufacturers warranty from fitment date only when the handles, handle fitment pack, spindle, lock and mechanism have all been changed at the same day of fitment by Us to ensure all parts are new and working together. If we fit a mechanism and it fails due to a warn lock or handle set then we will not cover the part under warranty due to improper use. This is due to how parts are worn and if you refuse to have a new locking cylinder, a new set of handles, a new handle pack including a cylinder then you waive your warranty on the mechanism. 
• In the unlikely event that there is any defect with the mechanism supplied and fitted by Us and such defect manifests itself in the twelve (12) month period immediately following completion of the Services, please tell Us as soon as reasonably possible and give Us a reasonable opportunity to inspect and repair such defect or to replace any defective parts as appropriate. This only stands if all parts have been changed, that means a new mechanism, 1 new cylinder lock, 1 new set of handles, 1 new handle fitment pack including spindle.
• In the event that a defect is reported to Us in the twelve (12) month period following completion of the parts fitted and upon our inspection of the matter such defect is found to be genuine (and not the result of deliberate or negligent damage) then we will use every effort to repair or fix the defect as soon as reasonably possible. You will not have to pay for Us to repair or fix a defect in the Services under this section.
• We will not guarantee any warranty on any components or hardware where the door is dropping and causing the first initial issue such as a failed lock, failed mechanism, failed handles, snapped key or the door is out of alignment and wont open or is hard to operate. No service or realignment has a warranty. If we fit a part and the door has not been regularly serviced and realigned then this will void any warranty. If the door has been forced and requires a replacement lock and then the door is forced a second time, after the new lock is installed, We will not provide a replacement under warranty.

HOW WE MAY USE YOUR PERSONAL INFORMATION

We will use the personal information You provide to Us to:

• provide the Services;
• process Your payment for such Services; and track invoices and payments
• inform You about similar products or services that We provide, but You may stop receiving these at any time by contacting Us.
• You agree that We may pass Your personal information to credit reference agencies and that they may keep a record of any search that they do.
• We will not give Your personal data to any other third party apart from our banking systems, payment systems which are provided by a 3rd party.