Karen Menpes T/A ASSIST LOCKS
1. OUR CONTRACT WITH YOU
1.1 These are the Terms & Conditions on which we supply locksmith services to you.
1.2 Please ensure that you read these Terms & Conditions carefully as they will become binding on you and us, and a contract will come into existence when you accept an estimate or quote for locksmith services that we provide to you. If you have any questions or if any of these Terms & Conditions are not acceptable to you, please let us know.
2. PROVISION OF LOCKSMITH SERVICES
2.1 We reserve the right to refuse to provide locksmith services at our discretion.
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 the 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 or disruptions 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 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 selection but do not manufacture these items. We will address faults in accordance with consumer protection law, but we do not accept responsibility for defects originating from the manufacturer.
2.8 Structural Movement and Property Conditions: We cannot be held responsible for issues caused by structural movement, subsidence, or property changes affecting locks, doors, or fittings after installation.
2.9 Quotations and Pricing: All quotations provided are fixed prices based on the discussed scope of work. We may decline or withdraw from jobs where quotations are disputed, negotiated, or discounted. Future work may also be refused in such cases.
2.10 Condition of Locks and Unforeseen Complications: Customers must provide full and accurate information about the condition of locks or hardware prior to our 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. Customers must not request, encourage, or attempt to persuade the locksmith to work unsafely. We do not accept responsibility for any injuries or damage arising from actions taken by customers themselves, including attempting to access areas via fences, gates, scaffolding, or other means not authorised by the locksmith.
2.12 Deposits for High-Value Items: For any high-value or bespoke items required for the locksmith services, we reserve the right to request a deposit prior to carrying out the work. This deposit ensures that the cost of items that cannot easily be resold is covered. Work will not commence until the deposit has been received.
2.13 Accuracy of Information Provided at Booking and Quotation: Quotations are given on the basis of the information, photographs, and description of work provided to us at the time of booking. This includes the type of job (e.g. standard lock change, lock-out, forced entry, eviction), the number of doors or access points involved, and the condition of the property. A quotation applies only to the specific job described and is not valid for a different or expanded scope of work.
2.14 Change in Nature or Scope of Job After Quotation: Where the nature of the job changes after a quotation has been given — for example, where a job originally described as a routine lock change is later revealed to be part of an eviction, repossession, or enforcement action, or where the number of doors, locks, or access points required is greater than originally disclosed — this will be treated as a new job requiring a new quotation. We reserve the right to decline to proceed on the original quoted price and to requote, or to decline the job entirely, at our discretion.
2.15 Eviction and Bailiff-Instructed Work: Where a job involves, or is later found to involve, an eviction, repossession, or similar enforcement action, we rely on the instructing party (bailiff, landlord, letting agent, or their representative) to disclose this at the time of booking, and to confirm accurate attendance times for any bailiff or enforcement agent. Where a bailiff or enforcement agent fails to attend, is delayed, or does not confirm attendance within a reasonable time of us arriving, we reserve the right to charge waiting time (clause 4.9) and to withdraw from the job without completing it, without liability on our part for the job not proceeding.
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 or access point involved in the job, including where a managing agent, landlord, or property manager is expected to hold keys. Where keys are not available as expected, or where access is required to doors or points not disclosed at the time of booking, this will be treated as a change in scope under clause 2.14.
2.17 Right to Refuse or Withdraw Where Booked Under False or Incomplete Pretences: Where it becomes apparent, before or during attendance, that a job was booked on the basis of information that was inaccurate, incomplete, or that omitted material facts — including the true nature of the job, the number of access points, or the availability of keys — we reserve the right to decline to commence, or to withdraw from, the job without completing it. A call-out and/or waiting fee will still apply (see clauses 4.9 and 6.1), and we accept no liability for any consequence of the job not being completed, including any resulting delay to an eviction, repossession, or other enforcement action.
3. COMPLAINTS
3.1 We guarantee all our work for a period of six months following completion. The guarantee shall not apply if any damage or fault is caused by misuse, neglect, or fair wear and tear. In such cases, please contact us in writing and allow a reasonable opportunity for repair.
3.2 As a consumer, you have legal rights regarding services not carried out with reasonable skill and care, or faulty materials. Nothing in these Terms & Conditions will affect these legal rights.
4. PRICE AND PAYMENT
4.1 Prices include labour and any materials used (e.g., locks and keys).
4.2 Once work has commenced, the agreed price is final.
4.3 Domestic Customers: Payment is due within 24 hours or immediately upon completion. Late payments may incur interest at 3% above HSBC base rate, accruing daily until full payment.
4.4 Commercial Customers: Payment is due within 30 days. Late payments may incur interest at 3% above Barclays base rate, accruing daily until full payment.
4.5 Cheque Administration: £10 charge for dishonoured cheques.
4.6 Estimates: May be amended if additional labour or materials are required or if errors are discovered.
4.7 Debt Collection: We may use a Debt Collection Agency to recover unpaid invoices after a Letter Before Action has expired. Collection costs will be added to the invoice.
4.8 Deposits for High-Value Items: For high-value or bespoke items, we may request a deposit before carrying out the work. Work will not commence until the deposit is received.
4.9 Waiting Time and Additional Charges: Waiting time — including time spent waiting for a bailiff, enforcement agent, landlord, or property manager who fails to attend or confirm attendance — will be charged at £[X] per 15 minutes after the first [15/30] minutes, whether or not the job is ultimately completed. Where a job changes in nature or scope after quotation (clause 2.14), a revised quotation will be provided and the original quoted price no longer applies.
5. OUR RESPONSIBILITY
5.1 General: We are responsible only for direct and foreseeable loss caused by negligence. We do not accept responsibility for other losses or damages.
5.2 Property Protection: Customers are asked to remove items near doors. We do not accept responsibility for damage to items left too close to work areas.
5.3 Pre-existing Damage: We will make good any damage caused by our negligence. Pre-existing damage discovered during work remains the customer’s responsibility.
5.4 Legal Exceptions: We do not exclude responsibilities for death or personal injury caused by our negligence, fraud, breaches of title or possession rights, or defective goods under consumer protection law.
6. YOUR CANCELLATION RIGHTS
6.1 Before Services Begin: You may cancel before work starts. If we have attended your property, a call-out fee of £59 will apply.
6.2 After Services Begin: Cancellation may occur only in case of material breach by us. Otherwise, full payment remains due.
6.3 Non-Completion Due to False or Incomplete Information: Where we decline to commence or withdraw from a job under clause 2.17, this is treated as non-completion caused by inaccurate or incomplete information provided to us, not as cancellation by us. The call-out fee under clause 6.1, together with any waiting or additional charges under clause 4.9, remains payable in full.
7. INFORMATION Assist Locks is owned by Karen Menpes and has a registered office at 13 Crofters Close, Isleworth, Middlesex TW7 7PH.
8. OTHER IMPORTANT TERMS
8.1 Each paragraph operates separately. If any term is deemed unlawful, the remaining paragraphs remain in full effect.
8.2 These Terms & Conditions are governed by English law. Both parties agree to submit to the non-exclusive jurisdiction of the English courts.