Terms of Service

Updated: October 2026

These Terms & Conditions apply to all locksmith services supplied by RLM Locksmiths (“we”, “us”, “our”) to customers (“you”, “your”).
By instructing RLM Locksmiths to attend your property or carry out work, you agree to these Terms & Conditions.

1. Our Services

RLM Locksmiths provides locksmith and associated security services, including but not limited to:

• Emergency lockout services
• Lock replacement and installation
• Lock repairs
• Lock upgrades
• Door adjustments and alignment
• Door and window security
• Key cutting and replacement
• Security assessments
• Access and entry services
• Smart Locks
• CCTV
• Other locksmith and security-related services as agreed with the customer.

The exact work to be undertaken will be discussed with you before work commences wherever reasonably possible.

2. Authority to Instruct Us

You confirm that you are the owner, occupier, tenant, landlord, managing agent or otherwise authorised person entitled to request the work.
We reserve the right to request reasonable evidence of identity, address or authority before gaining entry to a property or carrying out certain works.
Where appropriate, we may refuse to carry out work if we have reasonable concerns regarding the customer’s authority to access the property.

3. Quotations and Pricing

Where possible, we will provide an estimated or fixed price before commencing work.
Unless specifically stated otherwise, quotations are based upon the information available to us at the time and may be subject to change where:

• The condition of the lock, door, frame, window or associated hardware differs from that described; or what is visible before works commences;
• Additional faults or damage are discovered;
• Additional parts or materials are required;
• Access proves more difficult than reasonably anticipated; or
• Additional work is requested by the customer.

Where additional work is required that materially changes the agreed price, we will seek your approval before proceeding wherever reasonably practicable.

Emergency call-out charges, labour charges, parts and any other applicable charges will be explained before work is undertaken where reasonably possible.

4. Emergency and Non-Destructive Entry

Where you request entry to a property, we will use reasonable skill and care and, where reasonably practicable, attempt non-destructive entry techniques first.

However, non-destructive entry cannot always be guaranteed.

Depending on the type, condition, age, security level or failure of the lock or door, it may be necessary to drill, damage, remove or otherwise alter a lock or associated component in order to gain entry.

Where reasonably practicable, we will explain the available options and any likely consequences before undertaking destructive entry.

5. Existing Damage and Condition

Before carrying out work, we may inspect the condition of the relevant door, window, frame, lock, hardware and surrounding area.
Where existing damage, deterioration, defects or poor installation are identified, we may bring these to your attention before commencing work.

We cannot accept responsibility for pre-existing damage, defects, deterioration or faults that become apparent during or after the work.

6. Risk of Damage During Locksmith Work

We will take all reasonable care and every reasonable endeavour to avoid damage to doors, windows, frames, glass, handles, locks, surrounding surfaces and other property.

However, locksmith work can involve working with defective, seized, damaged, poorly fitted, aged or inaccessible equipment.
Accordingly, we cannot guarantee that damage to doors, windows, frames, glass, locks, surrounding surfaces or other property will not occur, particularly where damage is necessary to gain entry or remove a failed or defective component.

Where damage occurs as an unavoidable consequence of gaining access or carrying out the requested work, we will not be responsible for that damage where we have acted with reasonable care and skill.

Nothing in these Terms & Conditions excludes or limits any liability that cannot legally be excluded or limited.

7. Parts and Components

Any parts or components supplied and fitted by RLM Locksmiths will be suitable for the intended application based on the information and condition reasonably available to us at the time of installation.

Unless otherwise stated, all parts fitted by RLM Locksmiths are covered by a 12-month warranty from the date of installation.

The parts warranty covers defects in the supplied and fitted component under normal use.

The warranty does not normally cover faults or damage resulting from:

• Misuse, abuse or accidental damage;
• Forced entry or attempted forced entry;
• Tampering or unauthorised alteration;
• Damage caused by another person;
• Excessive force;
• Failure of other components of the door, frame or locking system;
• Movement or deterioration of the door or frame;
• Normal wear and tear;
• Corrosion or environmental conditions;
• Failure to maintain or use the component correctly; or
• Circumstances outside the reasonable control of RLM Locksmiths.

Where a warranted component is found to be defective, our initial remedy will normally be to inspect and, where appropriate, repair or replace the affected component.

8. Door Adjustments

Where RLM Locksmiths carries out a door adjustment, alignment or similar adjustment service, the adjustment is covered by a 6-month warranty from the date the work is completed.

This warranty applies to the adjustment carried out by RLM Locksmiths and does not guarantee that the door, frame, hinges, locking mechanism or other components will remain in the same condition for six months.

The warranty does not cover subsequent movement, settlement, warping, swelling, deterioration, damage, misuse or alteration of the door, frame or associated components.

Where a door adjustment is required due to an underlying fault or defective component, we may recommend replacement or repair of the relevant component rather than further adjustment.

9. Warranty Claims

If you believe that a part or service covered by our warranty has failed, please contact RLM Locksmiths as soon as reasonably possible.
We may require the opportunity to inspect the work before any third party carries out repairs or modifications.

Unauthorised repairs, modifications or replacement by another contractor may affect the applicable warranty.

Our warranty is in addition to, and does not affect, any statutory rights you may have.

10. Payment

Payment is due upon completion of the work unless an alternative payment arrangement has been agreed in advance.

We accept the payment methods made available to you at the time of booking or completion.

Where an invoice has been issued with agreed payment terms, payment must be made within the stated period.

We reserve the right to recover reasonable costs associated with the recovery of overdue payments, where legally permitted.

11. Additional Work

If additional faults or required works are identified during an appointment, we will explain these to you where reasonably possible.

No additional work will normally be undertaken without your agreement.

In an emergency situation, where immediate action is reasonably necessary to make the property secure, we may undertake reasonable remedial work where you have authorised us to do so.

12. Access and Delays

We will make reasonable efforts to attend at the agreed or estimated time.

However, emergency call-outs, traffic, previous jobs taking longer than anticipated, difficult access, weather conditions and other circumstances outside our reasonable control may cause delays.
Any stated arrival time is therefore an estimate unless expressly confirmed as a guaranteed appointment time.

13. Cancellation

Where you wish to cancel an appointment, please contact us as soon as possible.

For consumer customers who arrange services away from our premises or online/by telephone, certain statutory cancellation rights may apply depending on the circumstances and the nature of the service.

Where you specifically request that work begins before any applicable cancellation period has expired, you may be required to pay for services properly supplied up to the point of cancellation, subject to applicable law.

Emergency locksmith services that have been fully performed at your request may be subject to specific statutory rules concerning cancellation rights.

14. Customer Responsibilities

You are responsible for:

• Providing accurate information about the property and the problem;
• Providing safe and reasonable access to the property;
• Informing us of any known hazards or relevant circumstances;
• Ensuring that any required permission to carry out the work has been obtained; and
• Using and maintaining locks, doors and security equipment appropriately following installation or repair.

15. Existing Security Systems

Where our work involves an existing alarm, access-control, smart-lock or other electronic security system, we will take reasonable care when working on or around the system.

We cannot guarantee compatibility between newly supplied components and existing systems unless compatibility has been specifically confirmed by us.

16. Limitation of Liability

Nothing in these Terms & Conditions is intended to exclude or restrict liability where doing so would be unlawful.

Subject to this, RLM Locksmiths will not be liable for losses that are not reasonably foreseeable arising from the services provided.

We will not be responsible for indirect or consequential losses where such losses are lawfully capable of being excluded.

For the avoidance of doubt, nothing in these Terms & Conditions affects your statutory rights or our obligations under applicable consumer protection legislation.

The Consumer Rights Act 2015 requires consumer services to be carried out with reasonable care and skill, and contractual terms cannot exclude that statutory protection.

17. Complaints

We aim to resolve any concerns quickly and fairly.

If you are dissatisfied with our service, please contact us with details of the issue as soon as reasonably possible.

We will investigate the matter and, where appropriate, arrange an inspection or remedial work.

18. Privacy

Any personal information supplied to RLM Locksmiths will be handled in accordance with our Privacy Policy.

We may retain information reasonably necessary for the provision of our services, administration, invoicing, warranty purposes and legal or regulatory requirements.

19. Governing Law

These Terms & Conditions and any dispute arising from the provision of our services shall be governed by the laws of England and Wales.

Nothing in these Terms & Conditions affects any mandatory legal rights available to consumers.

20. Changes to These Terms

RLM Locksmiths reserves the right to update these Terms & Conditions from time to time.

The version applicable to your service will generally be the version in force when your booking is accepted, unless otherwise required by law.