Terms & Conditions

1. Definitions

• "We", "Our", "Us": Hidden Key Locksmiths, operating in Burnley, Colne, Nelson, Padiham, and surrounding East Lancashire areas
• "You", "Customer", "Client": The person or entity requesting locksmith services
• "Services": All locksmith services provided including emergency lockouts, lock changes, repairs, and security assessments
• "Website": hiddenkeylocksmith-burnley.co.uk and all associated pages
• "Property": The residential or commercial premises where services are performed

2. Services Provided

2.1 Scope of Services

We provide professional locksmith services including but not limited to:

• 24-hour emergency lockout assistance
• Lock replacement and installation
• Failed UPVC door and window mechanism repairs
• Key cutting and duplication
• Security assessments and upgrades
• Residential and commercial locksmith services

2.2 Service Area

Our primary service area covers Burnley, Colne, Nelson, Padiham, and surrounding East Lancashire locations. Service availability outside these areas is at our discretion and may incur additional charges.

2.3 24/7 Availability

We operate 24 hours a day, 7 days a week for emergency callouts. Response times may vary depending on location, traffic conditions, and current workload. We aim to reach most Burnley locations within 30-45 minutes for genuine emergencies.

3. Pricing and Payment

3.1 No Call-Out Fees

We do not charge call-out fees. The price quoted includes our attendance and assessment. This applies to all callouts regardless of time of day, including nights, weekends, and bank holidays.

3.2 Quotations

Where possible, we will provide an estimated quote over the phone based on your description of the work required. However, final pricing will be determined upon assessment of the job in person. You will receive a clear, upfront quote before any work commences.

Quotes are valid for the specific work described. Additional work discovered during the job will be quoted separately and requires your approval before proceeding.

3.3 Payment Terms

• Payment is due upon completion of work unless otherwise agreed in writing
• We accept cash, bank transfer, and card payments
• Receipts are provided for all payments
• For commercial accounts, payment terms may be arranged in advance

3.4 No Fix, No Fee

If we are unable to resolve your lock problem, you will not be charged for the work. This guarantee applies to our labor only and does not cover costs for parts already fitted or work completed at your request.

4. Customer Responsibilities

4.1 Proof of Ownership/Occupancy

For your protection and to comply with legal requirements, we require proof that you are the legitimate owner or authorized occupant of the property before gaining entry. Acceptable proof includes:

• Photo ID showing the property address (driving license, bank statement, utility bill)
• Tenancy agreement or lease documents
• Title deeds or mortgage documents
• For commercial properties: business registration or authorization letter

4.2 Access and Safety

• You must provide safe and reasonable access to the work area
• Inform us of any hazards on the property (aggressive pets, structural issues, etc.)
• Ensure any required permissions from landlords or property managers are obtained
• Keep the work area clear for our technician to operate safely

4.3 Accurate Information

You agree to provide accurate information about the service required, property type, and any relevant details that may affect the work. Inaccurate information may result in delays or additional charges.

5. Our Obligations and Service Standards

5.1 Professional Standards

• All work will be carried out by a qualified, certified locksmith (City & Guilds, MPL, NCFE qualified)
• We maintain comprehensive public liability insurance
• Work will be completed to industry standards and best practices
• We use quality locks and parts from reputable manufacturers

5.2 Non-Destructive Entry

We will always attempt non-destructive entry methods first. Where drilling or forced entry is necessary, we will explain the reasons and obtain your approval before proceeding. We are not liable for damage to locks or doors that is necessary to gain entry where you have authorized such action.

5.3 Clean and Tidy Work

We will make reasonable efforts to keep the work area clean and remove debris resulting from our work. Any mess created during the job will be cleaned up before we leave.

6. Warranty and Guarantees

6.1 Workmanship Guarantee

We guarantee our workmanship for a period of 90 days from the date of service. If you experience any issues with work we have completed during this period, we will return to rectify the problem free of charge.

6.2 Parts and Materials

Parts and locks installed by us are covered by the manufacturer's warranty. Warranty periods vary by manufacturer but typically range from 1 to 10 years. We will provide warranty information for all parts fitted.

6.3 Exclusions

Our guarantees do not cover:

• Damage caused by misuse, accidents, or unauthorized modifications
• Normal wear and tear
• Locks or mechanisms not installed or serviced by us
• Attempted forced entry or vandalism after our service
• Issues arising from pre-existing faults not disclosed to us

7. Liability and Insurance

7.1 Public Liability Insurance

We maintain public liability insurance covering damage to property and injury. Claims should be reported to us immediately. We reserve the right to inspect any damage before accepting liability.

7.2 Limitation of Liability

To the fullest extent permitted by law:

• Our liability is limited to the cost of the service provided
• We are not liable for consequential or indirect losses (e.g., loss of earnings, alternative accommodation costs)
• We are not liable for damage to locks, doors, or property that is inherently faulty or in poor condition
• We are not liable for losses arising from delays beyond our reasonable control

7.3 Exceptions

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

8. Cancellations and Refunds

8.1 Customer Cancellations

• You may cancel a non-emergency appointment up to 4 hours before the scheduled time without charge
• Cancellations with less than 4 hours notice may incur a cancellation fee
• For emergency callouts, if we are already en route when you cancel, a callout charge may apply

8.2 Our Right to Refuse Service

We reserve the right to refuse or cancel service in the following circumstances:

• Insufficient proof of ownership or occupancy
• Safety concerns for our technician
• Suspected criminal activity
• Abusive or threatening behavior
• Non-payment for previous services

9. Data Protection and Privacy

We collect and process your personal information in accordance with UK GDPR and our Privacy Policy. By using our services, you consent to our collection and use of your information as described in our Privacy Policy, available at /privacy.

10. Intellectual Property

All content on our website, including text, graphics, logos, images, and software, is the property of Hidden Key Locksmiths or our licensors and is protected by copyright and trademark laws. You may not reproduce, distribute, or create derivative works without our written permission.

11. Third-Party Links

Our website may contain links to third-party websites for your convenience. We do not endorse or control these sites and are not responsible for their content or practices. Use of third-party sites is at your own risk.

12. Complaints and Disputes

12.1 Complaints Procedure

If you are unhappy with our service, please contact us immediately:

• Email: info@hiddenkeylocksmith-burnley.co.uk
• Phone: 07933 496256

We will investigate all complaints thoroughly and respond within 14 days.

12.2 Dispute Resolution

If we cannot resolve a dispute through our complaints procedure, you may refer the matter to alternative dispute resolution or the courts. We will always attempt to resolve issues amicably before resorting to legal action.

13. Changes to Terms

We reserve the right to update these Terms and Conditions at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our services after changes are posted constitutes acceptance of the revised terms.

14. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising from these terms or our services will be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

16. Entire Agreement

These Terms and Conditions, together with our Privacy Policy, constitute the entire agreement between you and Hidden Key Locksmiths regarding your use of our services and supersede all prior agreements and understandings.