Terms and Conditions 


Effective Date: 10 May 2025

1. Our Agreement with You

1.1 These Terms govern the provision of locksmith services (“Services”) by 99Locksmith LTD (“we”, “us”) to you (“you”, “Customer”). Please read them carefully before our engineer begins any work.
1.2 When you contact us to request a Service, we will record the job details, your payment card information (where applicable) and arrange an appointment window. We reserve the right to decline certain card types or payment methods.

2. Carrying Out the Work

2.1 We will confirm an arrival window and provide an estimate of how long the job should take. All times are approximations and actual duration may vary.
2.2 If you describe an emergency when booking, we will endeavour to attend as quickly as possible, though we cannot guarantee an earlier arrival if circumstances beyond our control intervene.
2.3 Events outside our control — such as traffic delays, extreme weather or telecommunications failures — may affect our ability to arrive or complete work on time. If this occurs, we will notify you and you may cancel the appointment without charge. If such events persist for more than four weeks, we may cancel the booking.
2.4 To enable safe and efficient work, you must:

  • grant us unhindered access to the property and any facilities we require;

  • confirm you have authority to engage us and that no third-party consent is required;

  • ensure any materials you supply are fit for purpose.
    2.5 On completion, our engineer will prepare a Job Record detailing arrival and finish times, work performed and total charges. You will be asked to sign this record to confirm its accuracy. If you spot any errors, please notify us immediately.

3. Charges and Payment

3.1 Our fees cover call-out, labour, parts, materials and VAT (where applicable).
3.2 Hourly/Block-rate Jobs: Labour is charged from the time our engineer arrives at your premises, in the increments agreed when booked. Diagnostic time is chargeable.
3.3 Fixed-price Jobs: Labour is charged at the agreed fixed rate, plus the cost of any parts used unless already included in the quote.
3.4 Payment is due on completion of the work, unless otherwise agreed in writing. We accept card payments, bank transfers, cash and approved online methods (e.g., Stripe, GoCardless). Late payments may incur interest and recovery costs.

4. Our Liability

4.1 We are liable for losses you incur that are a foreseeable result of our breach of these Terms or our negligence.
4.2 We will repair or compensate for any damage we cause to your property while performing the Services, excluding pre-existing defects or hidden structural issues (unless caused by our negligence).
4.3 We exclude liability for indirect or consequential losses, including loss of business, profits or opportunity.
4.4 Nothing in these Terms limits liability for death or personal injury caused by our negligence, fraud, or statutory consumer rights.

5. Guarantee

5.1 Workmanship, parts and materials we supply carry a twelve-month guarantee from the date of installation (“Guarantee Period”).
5.2 Manufacturer warranties on supplied goods may extend beyond our Guarantee Period; please refer to those documents for details.
5.3 If a fault arises within the Guarantee Period caused by defective workmanship or materials, we will correct it at no cost. Where repair or replacement is not practicable, we may offer a full or partial refund.
5.4 This guarantee does not cover faults caused by misuse, accidental damage, unauthorized modifications or circumstances we have identified as temporary solutions.

6. Your Right to Cancel and Refunds

6.1 You may cancel or reschedule an appointment up to 24 hours before the agreed time without charge by calling us. Cancellations made with less than 24 hours’ notice may incur a £25 fee.
6.2 If you cancel before work begins and have prepaid, we will refund any unspent amounts.
6.3 If work has already started and you cancel, you must pay for labour, parts and materials used up to the point of cancellation, unless we have breached these Terms (and the breach was not due to circumstances outside our control).

7. Our Right to Cancel and Refunds

7.1 We may cancel your booking if an unforeseen event or engineer unavailability prevents us from attending. We will inform you promptly.
7.2 If we cancel before starting, any prepaid amount will be refunded in full.
7.3 If we must stop work midway and cannot resume, we will not charge you and will refund any payment made for incomplete work.

8. About Us and Contact

Company name: 99Locksmith LTD
Company number: 11634356
VAT number: 425624601
Website: https://expresslocksmith24.co.uk

9. Use of Your Personal Information

9.1 We use the personal data you supply to carry out the work, process payments, and, with your permission, to inform you about related services or promotions.
9.2 We may share your details with payment processors (e.g., Stripe, GoCardless), analytics providers (e.g., Google Analytics, Hotjar) and call-handling services (e.g., https://www.calltrackingmetrics.com/). Credit-reference agencies may be used to confirm payment arrangements.
9.3 We do not sell your personal information to third parties.

10. Other Important Terms

10.1 We may transfer our rights and duties under these Terms to another qualified organisation, giving you prior notice.
10.2 No one other than you and us may enforce any of these Terms.
10.3 If any provision is held invalid, the remainder will continue in full force.
10.4 Failure to enforce any right is not a waiver of that right.
10.5 These Terms are governed by English law. Disputes shall be subject to the jurisdiction of the English courts (or, if you reside in Scotland or Northern Ireland, the courts of that jurisdiction).

Thank you for choosing 99Locksmith LTD. We appreciate your business and are here to assist with any questions regarding these Terms.