Terms and Conditions

1. About these terms

These terms govern the relationship between you (the customer) and EMA Locks 24/7 Ltd (“we”, “us”) when we provide locksmith services to you. By calling us, submitting our contact form, or accepting our service, you agree to these terms.

2. Our services

We provide emergency and scheduled locksmith services across three UK regions: West Midlands (Birmingham hub), Greater Manchester (Manchester hub), and East England (Peterborough hub). Services include emergency lockouts, lock changes, anti-snap upgrades, uPVC repair, burglary repair, car lockouts, safe opening, and commercial locksmith work.

3. Quotes and pricing

• Prices listed on our website are starting points based on standard scenarios.
• A final fixed quote is given on arrival, after the technician inspects the actual work required.
• You are under no obligation to accept the quote — if you decline before any work begins, you owe nothing (except where the cancellation policy applies, see below).
• Quotes include all labour and parts unless explicitly stated otherwise.

4. Cancellation policy

• Before technician dispatch: No charge. Cancel at any time by phone.
• After technician dispatch but before work commences: £50 cancellation fee applies. This compensates for the technician's time and fuel.
• After work has commenced: Full quoted price applies, regardless of whether you wish to stop the work.
• We can refuse to proceed if we believe the work is being requested under false pretences (e.g. you are not authorised to access the property) — in this case, no charge applies.

5. Payment

Payment is due on completion of work. We accept card (chip, contactless, mobile pay), cash, and bank transfer. We do not accept cheques or PayPal. We do not require deposits or advance payment under any circumstances.

6. Warranties

• Parts fitted by us: carry manufacturer warranties (typically 12 months for major brands).
• Labour: we warrant our workmanship for 6 months. If something we've installed fails within this period under normal use, we'll return to repair or replace at no additional labour cost (parts replacement may incur cost if outside manufacturer warranty).
• Exclusions: misuse, deliberate damage, third-party tampering, and force majeure events are excluded from warranty.

7. Liability

• We carry public liability insurance of [£XX million — to be confirmed once obtained] covering damage to your property caused by our negligence.
• We are not liable for: pre-existing damage to locks, doors, or frames; damage caused by your failure to disclose relevant information (e.g. concealed wiring); consequential losses (e.g. items inside the property you couldn't access while waiting for us).
• Our maximum liability for any single incident is limited to the value of the work performed plus £10,000 (whichever is greater), except where prohibited by UK law.

8. Your obligations

You agree to:

• Provide accurate information about your location and the work required.
• Confirm you are authorised to request work at the address (e.g. you are the owner, tenant, or have permission).
• Show identification on request, particularly for emergency lockouts.
• Pay the quoted price on completion of the work.

9. Force majeure

We are not liable for delays or failure to perform caused by events outside our reasonable control: severe weather, traffic incidents on dispatched routes, vehicle breakdown, illness of the technician, supplier failure for parts.

10. Complaints

If you're unhappy with any aspect of our service, please contact us at [email protected] or by phone. We aim to acknowledge complaints within 2 business days and resolve them within 14 days.

If we can't resolve your complaint, you may be entitled to take it to an alternative dispute resolution scheme or to small claims court.

11. Governing law

These terms are governed by the laws of England and Wales. Any disputes are subject to the exclusive jurisdiction of the courts of England and Wales.