Cooling-Off Rights
Understanding your rights to cancel services and when emergency waivers apply
Your Consumer Rights
Under the Consumer Contracts Regulations 2013, when you purchase services at a distance (online or by phone) or off-premises (at your home), you generally have the right to cancel within 14 days. However, there are important exceptions for emergency and urgent services.
14-Day Cooling-Off Period
For standard, non-emergency services booked through LockSafe UK, you have the right to:
- Cancel within 14 days of booking without giving any reason
- Receive a full refund of any deposit paid
- Cancel by email, phone, or through your account dashboard
- Receive your refund within 14 days of cancellation
Emergency Service Exception
For emergency locksmith services (such as lockouts), you may be asked to waive your cooling-off rights because:
- The service needs to be performed immediately
- Waiting 14 days would be impractical for emergency situations
- The service will be fully completed during the cooling-off period
How the Waiver Works
Request Acknowledgment
When you request an emergency service, you acknowledge that you need immediate assistance.
Clear Information
Before work begins, the locksmith will clearly explain the service, costs, and that by proceeding you are waiving your cooling-off rights.
Express Consent
You must give express consent for the service to begin immediately. This is recorded digitally through our platform.
Written Confirmation
After the service, you receive written confirmation acknowledging that the service has been completed and cooling-off rights have been waived.
Your Rights Are Still Protected
Even when cooling-off rights are waived, you still have protection:
- You can decline any work quote without penalty (only paying the assessment fee)
- Services must be carried out with reasonable care and skill
- Materials used must be fit for purpose and as described
- You have rights under the Consumer Rights Act 2015 if services are faulty
- You can complain through our platform if you're not satisfied
- Overcharging or misrepresentation can still be challenged
About Our Quote System
Our two-stage pricing model (assessment fee + work quote) is designed to protect you:
- Assessment Fee: You pay this upfront for the locksmith to attend and diagnose the problem.
- Work Quote: The locksmith provides a separate quote for the actual work. You can decline this without losing your cooling-off rights on the main work.
- No Obligation: Declining a work quote only means you forfeit the assessment fee, not additional charges.
Questions About Your Rights?
If you have any questions about cooling-off rights or feel pressured to waive them inappropriately, please contact us:
Legal References:
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- Consumer Rights Act 2015
Last updated: March 2026