Locksmithw12 Ltd: Refund and Cancellation Policy
Business address: 60J Balfour Road, London, W13 9TN, United Kingdom
This policy explains how Locksmithw12 Ltd handles cancellations, refunds and problems with locksmith services and goods. It applies to customers buying mainly for personal or household use; business-to-business contractsare subject to their separately agreed terms.
Your statutory rights
Nothing in this policy excludes or restricts your statutory consumer rights, including rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. (Consumer Rights Act: services, Business Companion)
We will carry out services with reasonable care and skill, comply with binding information given about the service, and supply goods that are of satisfactory quality, fit for their particular purpose where applicable, and as described. (Consumer Rights Act: services, Consumer Rights Act: goods)
Prices, deposits and additional work
We will explain the agreed work and price, or how the price will be calculated, before you commit, including applicable taxes and any call-out, assessment, labour or parts charges. We will obtain your agreement before carrying out additional chargeable work.
Deposits and advance payments are not automatically non-refundable. Any amount we retain following cancellation must be lawful and fair, and we will refund the balance. (Government cancellation guidance)
Cancelling planned work
Where the statutory cooling-off right applies to a service-only contract agreed by telephone, online or away from our business premises, you may cancel without giving a reason until the end of 14 days after the day the contract was made. Exceptions and the rules for work started at your request are explained below.
For qualifying contracts supplying goods, including goods with installation, the cancellation period normally ends 14 days after the day you or your nominated recipient receives the goods. Completing installation does not, by itself, remove the right to cancel and return eligible goods.
You can cancel by any clear statement, including by telephone, email or post, using the contact details supplied with your booking or writing to Locksmithw12 Ltd, 60J Balfour Road, London, W13 9TN, United Kingdom. You may use the cancellation form below, but you do not have to; sending your cancellation before the applicable deadline is sufficient. (Business Companion)
If a statutory cancellation period ends on a Saturday, Sunday or bank holiday, the applicable legal extension to the next working day applies.
If we fail to provide legally required cancellation information, your cancellation period may be extended by up to 12 months.
Starting work during the cooling-off period
If you want planned work to start before the cooling-off period expires, we will obtain your express request and explain the cancellation consequences first. For work agreed at your home or elsewhere away from our premises, that request must be recorded on a durable medium, such as paper or email; our practice is to obtain a recorded request for all such early starts.
If you then cancel before the service is complete, you may have to pay a proportionate amount for the service actually supplied up to cancellation, calculated against the agreed total price or a reasonable market price if the total isexcessive. We will only charge where the required express request and cancellation information were provided.
For a service-only contract, you lose the cooling-off right once the service has been fully performed only if performance began with your express request and your acknowledgement that full performance would end that right. This does not remove your rights if the work is defective, and it does not automatically remove separate cancellation rights for eligible goods supplied with installation. ( Consumer Rights Act)
Urgent repairs and emergency visits
Where you specifically request a visit to carry out urgent repairs or maintenance, the statutory 14-day cooling-off right does not apply to that requested urgent work or to replacement parts necessarily used in it. Additional services orother goods supplied during the visit may still carry cancellation rights. (Consumer Contracts Regulations, regulation 28)
We will not treat every same-day booking or every service described as an “emergency” as automatically exempt; the actual work and circumstances must meet the legal exception.
Your statutory rights concerning defective goods or services continue to apply even when an urgent-repair cancellation exception applies. (Consumer Contracts Regulations, regulation 28, Consumer Rights Act: services, Consumer Rights Act: goods)
Other cancellations and missed appointments
Please contact us as soon as possible if you no longer need a visit or cannot provide access. We will explain whether any payment is due and provide a breakdown.
Where no statutory cooling-off right applies, any cancellation charge or deposit deduction will be based on fair, clearly disclosed terms and will not exceed our actual net loss directly caused by the cancellation, after reasonable steps to reduce that loss. A locksmith being dispatched or arriving does not, by itself, make the full job price .
Where you exercise a statutory cooling-off right, we will not impose a cancellation, administration or restocking fee; only deductions permitted by law may apply.
Problems with our workmanship
Please tell us promptly if you believe our work is defective, and provide reasonable access so we can assess the issue. This request does not impose a shorter legal claim period or removeany other remedy available to you.
Where our service does not meet the applicable legal standard, you can require us to repeat or correct the work at no extra cost, within a reasonable time and without significant inconvenience. Where repeat performance is impossible, or we fail to provide it within those requirements, you may be entitled to an appropriate price reduction, which can be a full refund where justified. (Consumer Rights Act, sections 54–56)
Other statutory remedies remain available where applicable, including remedies for failure to carry out work within a reasonable time where no time was agreed. We do not require you to accept a credit note instead of a refund to which you are legally entitled. (Consumer Rights Act, sections 52–57)
Faulty locks, keys and other goods
For goods that are faulty, not as described or not fit for purpose, you normally have a short-term right to reject them for a full refund within 30 days of delivery and completion of any installation we are required to carry out. The precise start date and any pause for an agreed repair or replacement are governed by the Consumer Rights Act 2015. (Consumer Rights Act, sections 19–22)
After that period, you will generally be entitled to a free repair or replacement, subject to the statutory rules on impossibility and disproportionate cost. If one repair or replacement fails, neither remedy is available, or the remedy is not provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or to reject the goods for a refund. (Consumer Rights Act,sections 23–24)
We will bear reasonable costs of returning goods validly rejected as faulty and arrange any necessary inspection or removal with you. Any deduction for use will be made only where legally permitted; for locksmith goods, no deduction for use applies to a statutory final rejection exercised in the first six months. (Consumer Rights Act, sections 20 and 24)
These rights apply independently of any manufacturer’s warranty or additional guarantee. Faulty-goods rights are not limited to the first 30 days. (GOV.UK refunds guidance)
Returning non-faulty goods after cancellation
Where you validly exercise a statutory cooling-off right, return eligible goods without undue delay and within 14 days after notifying us, unless we agree to collect them. You pay the direct return cost only if we informed you of thatresponsibility before the contract; otherwise we pay it, and we will also collect without charge where the law requires us to do so.
We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning, but not if we failed to give the required cancellation information. Original packaging is helpful but is not a condition of exercising a statutory right.
Goods genuinely made to your specifications or clearly personalised, such as keys cut to your specific requirements, are normally excluded from change-of-mind cancellation rights, but not from rights concerning faulty or misdescribed goods. Standard stock items are not automatically bespoke simply because we ordered them for your job. (Consumer ContractsRegulations, regulation 28, Business Companion, GOV.UK refunds guidance)
Please contact us before arranging removal of a fitted lock so that safe return or collection can be discussed. This is a practical safety request, not a condition restricting your statutory rights.
How and when refunds are paid
Cooling-off cancellation of services: We refund sums due without undue delay and within 14 days after being informed of cancellation, less any lawful proportionate charge for services supplied at your express request.
Cooling-off cancellation involving returned goods: Unless we offered to collect, we may withhold the refund until we receive the goods or evidence of their return, whichever is earlier, and will refund within 14 days of that event; where we offered to collect, the cancellation-baseddeadline applies.
Delivery charges: A cooling-off refund includes the cost of our least expensive standard delivery option where applicable, but not the extra cost of a premium option you selected.
Faulty goods or deficient services: Refunds due under the relevant Consumer Rights Act remedies are paid without undue delay and within 14 days beginning with the day we agree you are entitled to the refund. (Consumer Rights Act: goods, Consumer Rights Act: services)
Payment method: We refund using the original payment method unless you expressly agree otherwise, and we do not charge a refund-processing fee. (Consumer Rights Act: goods, Consumer Rights Act: services)
If we cancel a booking and cannot provide the agreed work, we will return advance paymentsfor goods or services not supplied. This does not limit any further legal remedy you may have.
Requesting a refund or making a complaint
Contact Locksmithw12 Ltd using the telephone or email details on your booking confirmation or invoice, or write to 60J Balfour Road, London, W13 9TN, United Kingdom. Please include your name, service address, date of the job, the issue and the resolution you are requesting.
A receipt or invoice is helpful, but other reasonable proof of purchase can be used. Photographs may help us assess a fault, but we will not make them an automatic condition of a valid claim. (GOV.UK refunds guidance)
We aim to acknowledge complaints within three working days and provide a substantive response within 14 calendar days, or explain any investigation still needed. These are our customer-service targets and do not extend statutory refund deadlines.