Terms & Conditions

1. Services Provided

Cobra Locksmith Services Ltd (“we”, “us”, “our”) provides professional locksmith and UPVC door and window repair services, including:

• Lock installation, repair and replacement
• Key cutting services
• Safe services
• Security system advice
• UPVC door and window repairs

All services and parts supplied comply with applicable UK safety standards. A full list of services is available on our services page.

2. Quotations, Estimates & Methods of Entry

Quotations and estimates provided over the telephone or via digital messaging are approximate and based solely on the information provided by the customer at the time of booking.

2.2 Methods of Entry

We will always aim to gain entry to your property using non-destructive methods such as lock picking or bypassing. However, in severe cases — such as mechanical lock failure, internal component damage, or high-security locks — we may be required to use destructive entry methods, including drilling or snapping the lock.

2.3 Communication of Destructive Entry

Before any destructive methods are carried out, the attending locksmith will clearly explain to you why non-destructive methods are not viable and will provide a revised estimate.

2.4 Additional Fees for Parts

Destructive entry will result in the original lock being rendered unusable. The locksmith will provide an upfront price for the necessary replacement parts and installation. No destructive work will proceed until you have explicitly agreed to the revised price and parts fee.

Where a job is more complex than originally described, a revised price will always be provided on site before any additional work proceeds. Estimated arrival and completion times are approximate — while we make every effort to arrive within the stated timeframe, delays can occur due to traffic, weather, or unexpected complications on prior jobs.

3. Payment Terms

• Payment is due immediately upon completion of the work on site, unless a prior written agreement exists
• All fees are charged as a clear total for the services and parts provided, rather than being itemised as separate parts and labour hourly billing, unless a specific breakdown is requested or agreed in advance
• Accepted payment methods: cash, credit/debit card, BACS (bank transfer), or secure payment over the phone
• All parts and materials installed remain the legal property of Cobra Locksmith Services Ltd until full payment has been received
• Deposits may be required for larger works or specially ordered parts, and will be deducted from the final invoice
• If payment is not made by the due date, we may charge interest on the overdue amount at 4% a year above the Bank of England base rate, accruing daily from the due date until the date of actual payment
• Any invoice disputes must be raised within 7 days of the invoice date. Undisputed amounts remain payable immediately
• Refunds, where applicable, will be processed within 14 days of agreement
• A comprehensive receipt or invoice will be provided for all payments, via email or paper copy on request

4. Cancellation Policy & Statutory Rights

• For standard, non-emergency scheduled services, the customer must cancel or reschedule at least 24 hours in advance
• Emergency services and immediate performance: when you request an emergency or immediate callout, you are expressly requesting that our services begin immediately within your statutory 14-day cancellation period
• If an emergency service is cancelled after our locksmith has been dispatched and is within 15 minutes of arriving at your property, a reasonable charge of up to £50 may be incurred to cover vehicle, fuel and dispatch costs

Nothing in these terms affects your statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for services booked away from our business premises.

5. Warranty & Guarantee

• All parts supplied and installed by us are covered by a 12-month manufacturer's guarantee against faults and defects from the date of installation
• Our workmanship is guaranteed for a period of 3 months from completion
• This warranty strictly excludes faults caused by customer misuse, accidental damage, vandalism, deliberate tampering, natural disasters, or any unauthorised modifications or repairs
• The warranty is void if the installed parts are altered, adjusted or repaired by an unauthorised third party

6. Customer Responsibilities & Identity Verification

6.1 Verification of Authority & Anti-Burglary Discipline

To prevent criminal activity, unauthorised entry or burglary, we enforce a strict identity and ownership verification policy. The customer must confirm and prove that they are the legal property owner, a lawful tenant, or have explicit legal authorisation to instruct work on the premises.

6.2 Right to Refuse Entry

The attending locksmith will not proceed with gaining entry or unlocking any door or window until the customer has verified, to a reasonable standard, their right of access to that specific property. We reserve the absolute right to terminate a service and charge a reasonable vehicle callout fee of up to £50 if a customer fails or refuses to provide acceptable proof of identity or authority upon request.

6.3 Acceptable Forms of Identification & Proof

• Primary photo identification: a valid UK or international passport, a UK photocard driving licence, or a national identity card
• Proof of residency or authority: a recent utility bill, bank statement or council tax bill (dated within the last 3 months) showing the customer's name and the target property address, or a valid signed tenancy agreement
• Commercial properties: official photographic company ID, a business card matching official registration, or an authorised written work order

6.4 Emergency Lockout Exceptions (Best Discretion)

We understand that during an emergency lockout a customer may not have physical access to their photo ID or documents. In these circumstances, the locksmith will use their professional judgment and best discretion to proceed only if alternative verification can be established:

• A trusted neighbour or landlord present on site who can formally vouch for the customer's residency
• Digital proof accessible via the customer's mobile phone — for example online banking apps or utility bills showing the address matching the customer's name

6.5 – 6.7 Access, Safety & Maintenance

• Safe, unobstructed access and a clear workspace must be provided for our locksmith
• The customer must follow any reasonable safety instructions given by the locksmith while work is being carried out
• The customer is responsible for maintaining locks, doors and windows according to manufacturer guidelines after installation

7. Emergency Services

• Emergency services are prioritised and classified based on the nature of the emergency — for example a vulnerable person locked outside, compared with an internal door lock issue
• Services provided outside standard business hours (Monday to Friday, 9:00am to 5:00pm), on weekends, or on public holidays may incur our standard out-of-hours rates
• All relevant emergency or out-of-hours callout rates will be explicitly stated to the customer before our locksmith attends the property

8. Parts, Materials & Supply Chain

• Title to all parts and materials remains with Cobra Locksmith Services Ltd until payment is received in full
• If exact replacement parts are unavailable due to manufacturer supply lines, substituted parts of equivalent or superior quality and security may be used upon verbal agreement with the customer
• Delays caused by third-party suppliers or manufacturers are beyond our reasonable control, but we will keep the customer updated on expected delivery timelines

9. Liability

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

Subject to the above, if we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill.

We are liable for direct physical damage to your property — such as doors or window frames — if caused by our negligence or poor workmanship. However, we are not liable for:

• The destruction or replacement costs of locks where destructive entry was deemed necessary and explicitly agreed under clause 2.3
• Pre-existing damage, structural wear, or weaknesses in your doors or frames that become apparent during the normal course of gaining entry

We supply services for domestic and private use. We will not be liable to you for any business losses, loss of profit, loss of business, or business interruption.

10. Data Protection & GDPR

• Personal data — such as your name, address, phone number and billing details — is collected and processed only for service delivery, invoicing and managing warranty claims
• Your data is held securely and is never shared with third parties for marketing purposes. It will only be shared with legally required entities, such as law enforcement or regulatory bodies, or trusted subcontractors explicitly helping deliver your service
• Customers retain full rights to request access, correction or deletion of their personal data under the UK GDPR and the Data Protection Act 2018

For full details, please refer to our Privacy Policy.

11. Force Majeure

Cobra Locksmith Services Ltd is not liable for any failure or delay in performing our obligations where such failure results from events beyond our reasonable control. These include extreme weather events, natural disasters, industrial action or strikes, government-mandated restrictions, or widespread utility and telecommunication interruptions.

12. Dispute Resolution & Governing Law

• If you are unhappy with our service, please contact us directly so we can attempt to resolve the issue through direct negotiation
• If a dispute cannot be resolved directly, both parties may agree to refer the matter to an approved Alternative Dispute Resolution (ADR) provider for mediation or arbitration
• These terms are governed by the laws of England and Wales, and any legal proceedings must be brought before the courts of England and Wales

13. Company Contact & Administrative Information

13.5 Email Communications

Email accounts are monitored during standard office hours, Monday to Friday, 08:00 to 17:00.

13.6 Telephone Communications

• Our office landline is answered strictly during standard working office hours, Monday to Friday, 08:00 to 17:00
• Our mobile number is available 24 hours a day strictly for emergency locksmith requests
• General, non-emergency enquiries via the mobile line, text, or social media messaging platforms will be handled during standard working office hours