Terms & Conditions

These terms govern locksmith services provided by Nopas Security Ltd, a company registered in England & Wales under number 14997552 with its registered office at 36a Haven Road, Poole, BH13 7LP, United Kingdom, trading as NOPAS ("we", "us"). By booking a visit you agree to them. They are written to be fair in both directions: you always know the price before work starts, and our time is respected in return. Nothing in these terms reduces your statutory rights as a consumer.

1. Quotes and pricing

• Every job gets a clear price before work starts, based on what you tell us on the phone and what we find at the door. The agreed price is the price you pay.
• If we arrive and the job is genuinely different from what was described (for example a different lock, extra doors, or damage not mentioned), we will re-quote before doing anything. You are free to decline the new price at no charge.
• Out-of-hours rates are agreed on the phone before we set off, never added afterwards.
• There is no call-out fee: attending and quoting costs you nothing, and if we cannot do the job you pay nothing.

2. Cancellations and wasted journeys

We do not charge to attend and quote. In fairness to the engineer on the road, an abortive visit charge, told to you at booking, applies only where a confirmed booking is cancelled after we have set off, where nobody is at the property at the agreed time, or where the identity checks in section 3 cannot be met. It covers travel and lost time only and is never more than the figure quoted when you booked.

Cancelling before we set off costs nothing, however late. Ring us the moment your plans change and there is nothing to pay.

3. Lockouts: proof you live there

Before opening any lock we need to be reasonably satisfied you are entitled to enter, photo ID with the address, a utility bill or tenancy agreement once inside, or confirmation from the landlord or agent. If reasonable proof cannot be provided we will not open the door, and the abortive visit charge in section 2 may apply. This check protects your home as much as anyone's.

4. How we work on your locks and doors

• Non-destructive entry is always attempted first. Most doors open without damage.
• Where a lock has failed internally and drilling is the only way in, we will explain and get your go-ahead before doing it, and fit a replacement so the property is secure the same visit. Replacement parts are charged at the price agreed at that point.
• Old, worn or previously damaged locks and doors sometimes give way during legitimate work. We take reasonable care at all times, but we are not responsible for pre-existing faults, rot, or earlier bodged repairs that only become visible once work starts. Anything of the sort gets pointed out to you as soon as we find it.

5. Your right to cancel pre-booked work

For work booked in advance by phone or online (not emergency attendance), you have a 14-day cancellation right under the Consumer Contracts Regulations 2013. If you ask us to carry out work within that period, you may still cancel the remainder but must pay for work done and parts fitted up to that point. Genuinely urgent work you ask us to attend immediately, lockouts, break-ins, failed locks, is exempt from the cooling-off period by law, which is what allows us to help you on the spot.

6. Payment

• Payment is due on completion, when the work is done and you are satisfied. Card and cash are accepted.
• For landlords, agents and business customers, invoicing arrangements are agreed in advance and payment terms appear on the invoice.
• Unpaid invoices may attract statutory interest and reasonable recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998 (business customers).

7. Guarantee

• Parts we supply and fit, and the workmanship of fitting them, are guaranteed for 12 months.
• If a covered fault appears, we come back and put it right at no charge.
• The guarantee does not cover misuse, accidental or attempted-burglary damage after our visit, faults in parts you supplied, later work by someone else on the same door or lock, or ordinary wear on parts we did not fit.
• This guarantee is in addition to your statutory rights, not instead of them.

8. Our liability

We hold public liability insurance and nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not allow us to exclude. Beyond that, our liability for any job is limited to the price paid for it, and we are not liable for losses that are not a foreseeable result of our work, including loss of earnings or consequential losses.

9. Complaints

If something is not right, tell us first and we will aim to sort it quickly, that is what the guarantee is for. Contact andrew@nopas.co.uk or call 01202 144 473. Work booked through Checkatrade is additionally covered by the Checkatrade guarantee scheme, subject to Checkatrade's own terms.

10. General

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If any part of these terms is found unenforceable, the rest still applies. These terms were last revised on the date shown at the top of this page.