Overview
At LockSafe UK, we believe in fair treatment for both customers and locksmiths. Our refund policy is designed to protect customers while respecting the time and effort of our locksmith partners.
When You Can Get a Refund
1. Locksmith No-Show
If the locksmith you booked does not arrive at all, or arrives more than 30 minutes after their stated ETA, you are entitled to a full refund of your Assessment Fee.
- Open your job in your account
- Click "Request Refund"
- Select "Locksmith didn't arrive"
- We verify using GPS data
- Refund processed automatically (3-5 business days)
2. Cancellation Before Dispatch
If you cancel your booking before the locksmith has been dispatched, you receive a full refund with no cancellation fee.
When You Cannot Get a Refund
Assessment Fee After Locksmith Travels
The Assessment Fee compensates the locksmith for their travel time, fuel costs, and diagnostic expertise. Once the locksmith has been dispatched and travels to your location, the Assessment Fee is non-refundable even if:
- You change your mind
- You're not home when they arrive
- You decline the Work Quote
Work Already Completed
Once you have accepted a Work Quote, had the work completed, and signed the digital confirmation, the payment is non-refundable.
Your digital signature confirms satisfaction with the work. If there's a problem with the work quality, contact the locksmith directly or reach out to us for dispute mediation.
Refund Summary
| Situation | Refund? | Amount |
|---|---|---|
| Locksmith no-show | 100% Assessment Fee | |
| Locksmith 30+ minutes late | 100% Assessment Fee | |
| Cancel before locksmith dispatched | 100% Assessment Fee | |
| Cancel after locksmith leaves | — | |
| Decline Work Quote | — | |
| Work completed & signed | — | |
| Customer not home | — | |
| Customer changed mind | — |
How Refunds Are Processed
All refunds are processed to your original payment method:
- Credit/Debit Cards: 3-5 business days
- Bank Transfers: 5-7 business days
If the refund cannot be processed (e.g., card expired), we will contact you to arrange an alternative refund method.
Dispute Resolution
If you believe you're entitled to a refund that wasn't automatically processed, or if you disagree with a refund decision:
Dispute Process
- 1Contact Us: Email support@locksafe.co.uk with your Job ID
- 2Evidence Review: We review GPS data, photos, and signatures
- 3Decision: Fair decision based on evidence (within 5 business days)
- 4Appeal: Submit an appeal within 14 days if you disagree
Information for Locksmiths
If a refund is issued to a customer due to your no-show or late arrival, the refund amount will be debited from your Stripe Connect account.
To avoid refunds:
- Set realistic ETAs with buffer time for traffic
- Communicate delays to customers immediately
- Cancel early if you cannot make it (before travelling)
Locksmiths with excessive refunds may face account review, suspension, or removal from the platform.
Contact Us
For refund queries or to initiate a dispute: