Terms & Conditions

Welcome to LockSafe UK ("LockSafe", "we", "our", "us", or the "Platform").

These Terms and Conditions ("Terms") govern your access to and use of the LockSafe UK website, applications, and services (collectively, the "Services").

By accessing or using the Platform, you agree to be bound by these Terms. If you do not agree to these Terms, you must not use the Services.

For the purposes of these Terms:

The booking process operates as follows:

Customers may cancel a booking under the following conditions:

Refunds may be granted in the following circumstances:

Engineer No-Show

If the engineer accepts the job but fails to arrive within the agreed estimated arrival time plus a 30-minute grace period, the Customer may request a full refund of the Call-Out Fee.

Quote Declined

If the Customer declines the Work Quote after the assessment, only the Call-Out Fee will be charged.

Refund Processing

Refunds are processed through the payment provider and may take 5–10 business days depending on payment provider processing times.

The Platform includes an automated documentation system designed to increase transparency and reduce fraud.

This documentation may include:

These records are stored by the Platform and may be accessed by both parties involved in the transaction.

Engineers using the Platform agree to:

• Operate as independent self-employed contractors
• Maintain their own tools, equipment, and insurance
• Complete identity verification through the Platform's payment processor
• Provide accurate job documentation including photos and GPS verification
• Obtain a digital customer signature upon completion of work

Payments are processed through Stripe Connect.

Engineers must complete Stripe onboarding in order to receive payments.

Base rates are 15% on assessment fees and 25% on work quotes. In high-demand areas where multiple locksmiths are available, a market-rate auction mechanism may result in a higher commission for a specific job — the locksmith always confirms before accepting that job.

The commission is automatically deducted during payment processing.

Engineers are responsible for reporting and paying their own taxes.

Locksmith engineers using the Platform are independent contractors.

They are not employees, agents, or representatives of LockSafe UK.

LockSafe UK does not supervise or control how locksmith services are performed.

The service contract is formed directly between the Customer and the Engineer.

Users of the Platform agree not to:

• Provide false or misleading information
• Attempt to bypass the Platform to avoid fees
• Request or accept direct payment outside the Platform
• Harass or threaten other users
• Manipulate ratings or reviews
• Use the Platform for illegal activities

Violation of these rules may result in:

LockSafe UK acts solely as a technology platform facilitating connections between customers and independent locksmith professionals.

To the fullest extent permitted by law, LockSafe UK shall not be liable for:

• The quality of work performed by locksmith engineers
• Property damage occurring during locksmith services
• Disputes between customers and locksmiths
• Financial losses resulting from services provided by engineers

LockSafe UK does not guarantee the outcome or quality of services provided by locksmith professionals.

LockSafe UK does not mediate disputes between Customers and Engineers.

If a dispute arises between a Customer and a Locksmith regarding service quality, pricing, damages, or any other matter, the dispute must be resolved directly between the parties.

If necessary, disputes may be resolved through the courts of England and Wales.

LockSafe UK may provide access to job documentation including:

These documents may be used as evidence in legal proceedings.

LockSafe UK does not issue binding decisions regarding disputes between users.

LockSafe UK processes personal data in accordance with:

• UK GDPR
• Data Protection Act 2018

Data collected may include:

This data is used for:

• Booking and dispatch
• Fraud prevention
• Payment processing
• Legal compliance

Users may request access, correction, or deletion of their data in accordance with applicable data protection laws.

These Terms are governed by the laws of England and Wales.

Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

LockSafe UK may update these Terms from time to time.

Users will be notified of material changes through the Platform or by email.

Continued use of the Platform after changes become effective constitutes acceptance of the updated Terms.

For questions regarding these Terms, please contact:

Nothing in these Terms affects your statutory rights as a consumer under English law.

Consumer Rights Act 2015

Under the Consumer Rights Act 2015, any services performed through the Platform must be carried out:

• With reasonable skill and care — the locksmith must perform the work to the standard of a reasonably competent locksmith.
• Within a reasonable time — where no time is agreed, services must be provided within a reasonable time.
• At a reasonable price — where no price is pre-agreed, only a reasonable price may be charged.
• Using satisfactory materials — any parts installed must be of satisfactory quality and fit for purpose.

If the locksmith fails to carry out services with reasonable skill and care, you may be entitled to require a repeat performance or, if that is not practical, a price reduction.

Consumer Contracts Regulations 2013

As services are booked at a distance (online), you have a right to cancel a booking within 14 days without giving any reason, except where:

• You have expressly requested that the service begins during the 14-day period (e.g., for emergency lockout services), in which case you may lose the right to cancel once the service has been fully performed; or
• The service has been fully performed before the end of the 14-day period with your prior express consent.

Please see our Cooling-Off Rights page for full details.

Consumer Protection from Unfair Trading Regulations 2008

We will not engage in misleading or aggressive commercial practices. Prices shown are the total amounts payable by the customer, inclusive of all fees, before Stripe payment processing charges where applicable.

18.1 What LockSafe Cover Provides

A LockSafe Cover subscription gives you access to:

• Priority dispatch — your job is elevated in the dispatch queue for faster response
• Extended locksmith search radius (up to 20 miles)
• Free callout allowances each billing period (as stated at time of purchase)
• Discounted rates on assessment fees while actively subscribed

18.2 Subscription Plans and Pricing

Subscriptions are available on a monthly or annual basis. Current prices are displayed on the Cover page before checkout. Prices include VAT where applicable.

18.3 Auto-Renewal

Your subscription will automatically renew at the end of each billing period (monthly or annually) at the then-current price unless you cancel before the renewal date. You will receive a reminder email at least 3 days before your annual renewal date.

18.4 Free Trial

If a free trial is offered, your card will not be charged during the trial period. If you do not cancel before the trial ends, you will be charged for the first full billing period. You may cancel at any time during the trial without charge.

18.5 Cancellation

You may cancel your subscription at any time through your account dashboard or by contacting us. Cancellation takes effect at the end of your current billing period — you retain access to Cover benefits until then. We do not provide pro-rata refunds for unused portions of a billing period, except where required by law.

18.6 14-Day Cooling-Off Right (Subscriptions)

Under the Consumer Contracts Regulations 2013, you have a right to cancel a new subscription within 14 days of signing up without giving any reason and receive a full refund. However, if you have expressly requested that subscription benefits begin immediately (and have used them), you may lose the right to a full refund, and we may deduct an amount proportional to the time and benefits used before cancellation.

18.7 Changes to Cover Benefits

We reserve the right to change the benefits included in LockSafe Cover. We will provide at least 30 days' notice of any material reduction in benefits. If you choose not to accept the change, you may cancel your subscription and receive a pro-rata refund for the unused portion of your current billing period.

18.8 Cover Credits

Any free callout credits included in your plan reset at the start of each billing period. Unused credits do not carry over, are not transferable, and have no cash value.

LockSafe operates a referral programme that allows existing customers to invite friends. This section governs participation in the programme.

19.1 Eligibility

• You must have a verified LockSafe customer account to generate a referral code.
• You cannot refer yourself. Self-referrals are automatically detected and voided.
• Referral codes are personal and may not be published on coupon websites or used for mass distribution without our prior written consent.

19.2 Reward Conditions

A referral reward is only issued when:

• A new customer registers using your unique referral code; and
• That customer completes their first paid job through the Platform.

Rewards are issued as platform credits applied to your account, not as cash. The credit value is as displayed in the referral section of your account at the time of the referral.

19.3 Credits

• Referral credits are non-transferable and have no cash value.
• Credits cannot be combined with other promotional offers unless otherwise stated.
• Credits expire 12 months from the date of issue if unused.
• Credits are applied automatically at checkout before payment is charged.

19.4 Fraud Prevention

We monitor referrals for fraudulent activity including, but not limited to: fake accounts, self-referrals, duplicate registrations, and bulk distribution of referral codes. We reserve the right to:

• Void any referral credits obtained through suspected fraud;
• Suspend or permanently ban accounts engaged in referral fraud;
• Recover credits already applied to an account where fraud is confirmed.

19.5 Programme Changes

We reserve the right to modify or terminate the referral programme at any time with 14 days' notice. Credits already earned prior to termination will remain valid for their stated expiry period.