Who we are: These Terms and Conditions govern the supply of locksmith services by Karen Menpes, trading as Assist Locks, based at 13 Crofters Close, Isleworth, TW7 7PH. By accepting a quote or estimate from Assist Locks you agree to be bound by these terms. Please read them carefully before work commences.
1. Our Contract With You
1.1 These are the Terms and Conditions on which we supply locksmith services to you.
1.2 A contract comes into existence when you accept an estimate or quote for locksmith services. If you have any questions or if any of these terms are not acceptable to you, please let us know before work commences.
2. Provision of Locksmith Services
2.1 We reserve the right to refuse to provide locksmith services at our discretion.
2.1A Solely Key-Operated Automatic Locking Doors. Assist Locks does not, as standard, work on doors fitted with a solely key-operated automatic locking mechanism — that is, doors without a handle, where the multipoint bolts engage automatically as the door is closed and the mechanism is thereafter operated only by key. Any decision to work on such a door — including replacing a cylinder or other component on it — is made entirely at the discretion of Assist Locks, and Assist Locks may decline to quote for or carry out any work on such a door without giving a reason.
Where Assist Locks agrees to attend or carry out work on such a door, this is on the basis that the customer has disclosed the nature of the door and its locking mechanism accurately at the time of booking. Assist Locks reserves the right to decline to proceed with, or to withdraw from, work on such a door at any point — including after attendance — where it forms the view that the mechanism or its condition makes the work unsuitable to carry out. A call-out fee may still apply in these circumstances in accordance with clause 6.
Given the design of solely key-operated automatic locking mechanisms, clauses 3.1 to 3.5B apply to any work carried out on such doors, and Assist Locks’ liability remains limited in accordance with clause 3.7. Assist Locks accepts no responsibility for pre-existing faults, wear, or damage to the mechanism that was not supplied or fitted by Assist Locks as part of the agreed work.
2.2 We may request proof of identity or confirmation that you are authorised to instruct the work. If such information is not provided we may decline the service. If you are a tenant it is your responsibility to obtain permission from your landlord before any work is carried out.
2.3 We will make every effort to complete locksmith services within a reasonable period of time. Completion times may vary depending on the nature and extent of the work. We do not accept responsibility for delays caused by circumstances outside our control.
2.4 Quotations or estimates are based on the information you provide. If information is incomplete or inaccurate, additional charges may apply to cover extra labour, time, or materials.
2.5 We do not accept responsibility for losses, damages, or additional expenses resulting from delays in arrival or non-attendance.
2.6 Customer Conduct and Safety. We may withdraw from a job immediately if personal safety is at risk or if abusive, threatening, or unreasonable behaviour occurs. Work completed prior to withdrawal may still be charged.
2.7 Third-Party Products and Parts. Products supplied are sourced from third-party manufacturers. We take reasonable care in their selection but do not manufacture these items. We will address faults in accordance with consumer protection law but do not accept responsibility for defects originating from the manufacturer. Where a manufacturing defect is identified Karen Menpes will assist the customer in pursuing a warranty claim with the manufacturer where possible.
2.8 Existing Components and Structural Conditions. We cannot be held responsible for issues caused by structural movement, subsidence, door misalignment, or property changes affecting locks, doors, or fittings after installation. Where parts are installed into existing door furniture, multipoint mechanisms, frames, or other components already in place at the time of the visit, Assist Locks accepts no liability for the subsequent failure of those existing components. The condition and remaining serviceable life of existing components cannot be guaranteed at the time of installation.
2.8A Disclosure of Age and Condition at Time of Attendance. Where the customer’s existing door hardware — including locks, cylinders, multipoint mechanisms, hinges, or frames — appears to Assist Locks to be more than 10 years old, this will be noted on the invoice or job sheet at the time of attendance, together with any relevant observations about its condition. The customer acknowledges that fitting new parts into aged existing hardware carries an inherent risk of future failure unrelated to the new part supplied, and that this risk has been disclosed prior to work commencing.
2.9 Quotations and Pricing. All quotations are fixed prices based on the discussed scope of work. We may decline or withdraw from jobs where quotations are disputed, negotiated, or discounted without prior agreement.
2.10 Condition of Locks and Unforeseen Complications. Customers must provide full and accurate information about the condition of locks or hardware prior to attendance. Where locks are found to be installed incorrectly, damaged, or in undisclosed condition, additional time or labour may be required. We cannot be held responsible for delays, extended work time, or additional costs arising from undisclosed issues.
2.11 Health and Safety. The locksmith will always act in accordance with recognised health and safety practices. At no time will work be carried out that compromises the safety of the locksmith, other workers, or the customer. We do not accept responsibility for injuries or damage arising from actions taken by customers themselves.
2.12 Deposits for High-Value Items. For high-value or bespoke items we reserve the right to request a deposit prior to carrying out work. Work will not commence until the deposit has been received.
2.13 Accuracy of Information Provided at Booking. Quotations are given on the basis of the information and description of work provided at the time of booking, including the type of job, number of doors or access points, and condition of the property. A quotation applies only to the specific job described.
2.14 Change in Scope After Quotation. Where the nature of the job changes after a quotation has been given — for example where a routine lock change is later revealed to involve an eviction or repossession, or where the number of locks or access points is greater than disclosed — this will be treated as a new job requiring a new quotation. We reserve the right to decline to proceed on the original price, to requote, or to decline the job entirely.
2.15 Eviction and Bailiff-Instructed Work. Where a job involves an eviction, repossession, or enforcement action, the instructing party must disclose this at the time of booking and confirm accurate attendance times for any bailiff or enforcement agent. Where a bailiff fails to attend or is delayed without reasonable notice we reserve the right to charge waiting time and to withdraw from the job without liability.
2.16 Availability of Keys and Access. It is the customer’s or instructing party’s responsibility to confirm whether keys are available on site for any door involved. Where keys are not available as expected this will be treated as a change in scope under clause 2.14.
2.17 Right to Refuse or Withdraw. Where it becomes apparent that a job was booked on the basis of inaccurate or incomplete information we reserve the right to decline or withdraw from the job. A call-out and/or waiting fee will still apply and we accept no liability for any consequence of the job not being completed.
3. Warranty and Complaints
Our warranty commitment: All parts supplied by Assist Locks carry a twelve month warranty against manufacturing defects from the date of installation. All workmanship is warranted for twelve months from the date of completion. This warranty is in addition to, and does not replace or limit, your statutory rights under the Consumer Rights Act 2015, which may continue to apply beyond this period.
3.1 Parts Warranty. All parts supplied carry a twelve month warranty against manufacturing defects from the date of installation. This warranty covers defects in the materials or manufacture of the specific part supplied. It does not cover:
- Fair wear and tear
- Damage caused by misuse, forced entry attempts, or incorrect operation
- Failure of existing door furniture, mechanisms, or components into which the part was fitted
- Issues arising from door misalignment, structural movement, or subsidence
- Failure caused by the condition, age, or wear of the mechanism or door furniture into which the part was installed, even where that failure manifests as apparent difficulty operating the supplied part itself
3.2 Workmanship Warranty. All work carried out by Assist Locks is warranted to be free from defects in workmanship for twelve months from the date of installation. If a fault attributable to the installation itself is reported within this period Karen will return to inspect and rectify at no charge.
3.3 Reporting Faults. Customers must report any concerns about installed parts or workmanship as soon as they become apparent, and in any event within 14 days of first noticing any change in performance, operation, or condition. Where a fault develops gradually — for example increasing stiffness, resistance, or difficulty in operation — the customer must report this at the point it is first noticed, not only once the part fails completely. Failure to report within a reasonable time of first noticing an issue will be treated as evidence that any subsequent failure was caused by an intervening event, wear, or a separate component, and not by a defect present at the time of installation.
3.4 Manufacturer Warranties. Some parts supplied carry their own manufacturer warranty which may extend beyond the twelve month period offered by Assist Locks. Where a manufacturing defect is identified outside the Assist Locks warranty period, Karen will assist the customer in pursuing a claim directly with the manufacturer where possible.
3.5 Existing Components. Where a new part (including but not limited to a euro cylinder) is fitted into an existing mechanism, gearbox, multipoint system, door, or frame that was already in place prior to our attendance, Assist Locks accepts no liability for the failure, seizure, or malfunction of that existing mechanism, regardless of whether the new part was recently fitted into it. Where the existing mechanism is more than 10 years old at the time of installation, the customer acknowledges that such mechanisms are approaching or beyond typical serviceable life, and that difficulty in operation, stiffness, or failure of the multipoint gearbox itself is expected and is not attributable to any part supplied or fitted by Assist Locks. Any warranty claim asserting that a supplied part, rather than the existing mechanism, was the cause of failure must be supported by evidence obtained promptly upon the fault arising. Assist Locks reserves the right to have its own engineer inspect the mechanism before accepting liability, and is not bound by the opinion of a third party engaged by the customer where Assist Locks has not first been given a reasonable opportunity to inspect.
3.5A Multipoint Gearbox / Central Locking Unit — Damage Independent of Age. UPVC and composite doors typically contain two separate locking components: the key cylinder, and a separate multipoint locking mechanism (also called the central locking unit or gearbox), which operates the hooks, bolts, and rollers around the door. These are distinct components, and a fault in one does not indicate a fault in the other.
The multipoint gearbox can sustain internal damage — including sheared or worn internal components — as a result of door misalignment, forced or repeated struggling to lock the door, excessive force on the handle, or impact/ramming, regardless of the age of the unit. This type of damage can be present before Assist Locks attends, and can manifest only after a cylinder or other part is replaced, simply because the new part is now the point at which the existing damage becomes noticeable.
Where Assist Locks replaces a cylinder or other part and the multipoint gearbox subsequently exhibits a fault, this will not be treated as a defect in the part supplied or in Assist Locks’ workmanship unless there is clear evidence that the fault was caused by the installation itself. Indicators of pre-existing gearbox damage or misuse — including but not limited to door misalignment, visible impact damage, a handle that has been forced or operated with excessive speed/force, or a customer report of prior difficulty locking the door — will, where observed or disclosed, be noted on the invoice or job sheet at the time of attendance. Where such indicators are present, Assist Locks accepts no liability for subsequent gearbox failure, irrespective of the age of the unit.
3.5B Hinges and Door Alignment. The hinges supporting a UPVC or composite door are separate components from the multipoint gearbox, cylinder, and other locking hardware, and are not supplied, fitted, or warranted by Assist Locks unless hinge replacement was itself part of the agreed scope of work.
Hinges are subject to wear over time, commonly becoming worn, loose, or unable to adequately support and align the door — particularly from around ten years of age, though this can occur earlier depending on a number of factors. These include the weight of the door — doors with a large glass panel are significantly heavier and place greater ongoing load on the hinges — and the manner in which the door is operated. Repeatedly lifting the handle and forcing it down hard when locking the door places abnormal stress on the hinges and can cause them to move out of alignment more quickly than would occur through normal use. Where such a pattern of use is disclosed by the customer or reasonably apparent to Assist Locks, this may be noted alongside the hinge condition.
Where hinges are worn, loose, or failing, the door may drop or move out of alignment. This can, in turn, place abnormal load or force on the multipoint gearbox, cylinder, or other locking components — including components recently supplied or fitted by Assist Locks — and cause or contribute to their failure.
Where Assist Locks attends a property and identifies visible hinge wear, door drop, or misalignment, this will be noted on the invoice or job sheet at the time of attendance, along with any relevant observations as to likely cause (including door weight or handle operation) and any recommendation made to the customer (for example, hinge adjustment, hinge replacement, “toe and heel” adjustment, or packing/plate adjustment to the frame). Where such a recommendation is declined or not acted upon by the customer, Assist Locks accepts no liability for subsequent failure of any lock, cylinder, or gearbox arising from continued hinge wear or door misalignment, whether or not that hinge wear or misalignment was noted at the time.
Where no hinge wear or misalignment was reasonably observable at the time of attendance, this clause does not apply, and clauses 3.1–3.3 continue to govern any warranty claim in the usual way.
3.6 Complaints. If you are not satisfied with the service provided please contact Karen in writing at the earliest opportunity. Allow a reasonable opportunity for any issue to be inspected and rectified before pursuing other remedies. As a consumer you have legal rights regarding services not carried out with reasonable skill and care. Nothing in these terms affects those statutory rights.
3.7 Limitation of Liability. Assist Locks’ liability is limited to the cost of the parts supplied and the labour for the original installation. Assist Locks accepts no liability for consequential loss, damage to property, or costs incurred as a result of a fault in parts or workmanship beyond this limit.
4. Price and Payment
4.1 Prices include labour and any materials used including locks and keys unless otherwise stated.
4.2 Once work has commenced the agreed price is final unless a change in scope has been agreed under clause 2.14.
4.3 Domestic Customers. Payment is due immediately upon completion or within 24 hours. Late payments may incur interest at 3% above HSBC base rate accruing daily until full payment is received.
4.4 Commercial Customers. Payment is due within 30 days of invoice. Late payments may incur interest at 3% above Barclays base rate accruing daily until full payment is received.
4.5 A £10 administration charge applies for dishonoured cheques or failed payment attempts.
4.6 Estimates may be amended if additional labour or materials are required or if errors or undisclosed information are discovered prior to commencement.
4.7 We may use a debt collection agency to recover unpaid invoices after reasonable notice has been given. Costs incurred in debt recovery may be added to the outstanding balance.
4.8 Non-Destructive Entry. Non-destructive entry will always be attempted before drilling or forced entry. Where non-destructive entry is not possible and drilling is required, the customer will be informed before drilling commences. Drilling will be carried out only where genuinely necessary.
4.9 Waiting Time and Abortive Visits. Where attendance is required but work cannot be completed due to circumstances outside our control — including customer non-attendance, inaccessibility, or inaccurate information provided at booking — a call-out fee and/or waiting time charge may apply. Waiting time is charged at our standard hourly rate after the first fifteen minutes of waiting.
4.10 Out of Hours Work. Work carried out outside standard hours (Monday to Friday 8am to 6pm) may attract an additional charge. This will be communicated at the time of booking or before work commences.
5. Cancellation
5.1 You may cancel a booked appointment at any time before attendance without charge provided reasonable notice is given. We ask for a minimum of one hour’s notice where possible.
5.2 Where we have already attended or are en route at the time of cancellation a call-out fee may apply.
5.3 Where a deposit has been paid for high-value or bespoke items that have already been ordered, the deposit may be retained to cover the cost of those items.
6. Call-Out Fee
6.1 A call-out fee may apply where attendance is made but work cannot be completed. This covers travel time and initial attendance and will be communicated clearly before or at the time of booking.
7. Your Statutory Rights
7.1 Nothing in these Terms and Conditions affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable UK consumer legislation.
7.2 If you have a dispute that cannot be resolved directly with Assist Locks you may seek advice from Citizens Advice, Trading Standards, or the Master Locksmith Association.
8. Data Protection and Privacy
8.1 We collect and process personal data only as necessary to provide locksmith services and comply with our legal obligations. We do not sell or share your personal data with third parties for marketing purposes.
8.2 For full details of how we handle your data please see our Privacy Policy.
9. Contact
Karen Menpes trading as Assist Locks
13 Crofters Close, Isleworth, TW7 7PH
Phone: 07795 280621
WhatsApp: Message Karen on WhatsApp
Master Locksmith Association approved member
Checkatrade verified since 2015
These terms were last updated September 2026. Assist Locks reserves the right to update these terms from time to time. The current version will always be available at femalelocksmithtwickenham.co.uk/terms/