Terms & Conditions

Booking Terms

Please read these terms alongside your agreed quotation and booking confirmation. The consumer cancellation rights below apply where the law gives you a right to cancel. Your statutory rights are not reduced by these terms.

Who We Are

B&R LOCKSMITHS LTD, trading as B&R Locksmiths. Registered office: One Business Village, West Dock Street, Hull, HU3 4HH (postal address only). Email info@brlocksmiths.co.uk or call 07822 036283.
Company number: 17425075. We are VAT registered.

Enquiries and Bookings

We provide property locksmith services, lock and uPVC door repairs, security upgrades, access control and CCTV installation. We do not provide auto locksmith services. A website enquiry does not confirm an appointment or price; the scope and booking details must be agreed with us. Before you commit to a booking, we will explain the agreed work, price or pricing basis, any deposit, the proposed appointment arrangements and the applicable cancellation terms. We will provide confirmation in writing, such as by email or message, so you can keep a copy. Where an early-start request is needed during a cancellation period, we will obtain and record that request before starting the work.

Prices and Permission

We do not charge a call-out fee. Before booking, we will agree the total price, including VAT, or explain how it will be calculated. Labour, parts and other charges for the agreed work remain payable. Any additional work or costs must be explained and agreed before proceeding.

Payment

We accept cash, card and bank transfer. Payment is due on completion of the work unless alternative contractual payment terms have been agreed before the work is booked.

Deposits

Deposits may be required when an emergency or high-cost booking is confirmed, to cover parts and time committed to the job. We will confirm the amount and what it covers before payment. We only take deposits for emergency or high-cost jobs.

Where a statutory cancellation right does not require a refund, if you cancel we may retain a fair amount of the deposit to cover reasonable direct losses caused by the cancellation, including committed parts and time, after taking reasonable steps to reduce those losses. We will refund any balance and any amount required by your statutory rights. Any additional refund agreed with you will be confirmed in writing.

If we cancel the booking without carrying out the work, we will refund your deposit in full. Changes to work dates or times will be discussed with you. An agreed rescheduling is not itself a cancellation and does not remove your statutory rights.

Access and Attendance

You must be authorised to request work at the property. Evidence of identity or authority may be needed before entry or changes to locks. Arrange safe access and tell us about known hazards. Arrival times are estimates; the work required may only be clear after inspection.
Our emergency locksmith service operates 24 hours a day, 7 days a week. We are mobile locksmiths and carry out work at customers’ addresses.

Our Guarantee

We provide a minimum 12-month guarantee on the parts we supply and our labour. This guarantee is in addition to your statutory consumer rights and does not limit or replace them. Contact us if you have a concern about the work or parts supplied.

Cancellation and Urgent Repairs

Your cancellation period. Where a distance or off-premises consumer contract carries a right to cancel, you may cancel without giving a reason. For a service-only contract, the period ends 14 days after the day the contract is agreed. For a contract to supply goods, including goods with fitting, it normally ends 14 days after the day you or your nominated recipient receives the goods (or the final item for a split order). Exceptions are explained below.

How to cancel. Tell B&R LOCKSMITHS LTD clearly that you wish to cancel, by email to info@brlocksmiths.co.uk, telephone 07822 036283, or post to One Business Village, West Dock Street, Hull, HU3 4HH. You may use the model form below, but you do not have to. Send your cancellation before the cancellation period expires.

Starting work early. If you want work to begin during a cancellation period, we need your express request before starting. For an off-premises booking, this request must be on paper or another durable medium, such as email. If you then cancel, you may have to pay a proportionate amount for services properly provided up to cancellation, where the required information and request have been given. A service-only cancellation right is lost after full performance only if you previously requested early performance and acknowledged this consequence. Completing fitting does not automatically remove a cancellation right for goods.

Urgent visits. The cancellation right does not apply to a visit you specifically request for urgent repairs or maintenance, limited to the urgent work and replacement parts necessarily used. Additional services or goods outside that request remain subject to any applicable cancellation rights.

Refunds and goods. Where you exercise a statutory cancellation right, we will refund amounts due without undue delay, normally within 14 days after being told of your decision, using the original payment method unless you agree otherwise, with no refund fee. Standard delivery charges are included where applicable. For goods, we may withhold reimbursement until we receive them or evidence of return, whichever is earlier, unless we have offered collection. Return goods without undue delay and within 14 days of telling us. Contact us to arrange a safe return or collection; do not remove fitted security equipment unsafely. You bear direct return costs only where we informed you before the contract and the law permits this; we will collect without charge where the law requires it. Any lawful deduction for handling beyond what is needed to inspect goods, or for services requested early, will be explained. The deposit wording above does not override these rights.

Model Cancellation Form

Complete and return this form only if you wish to cancel the contract.

To: B&R LOCKSMITHS LTD, One Business Village, West Dock Street, Hull, HU3 4HH; info@brlocksmiths.co.uk

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]:

Ordered on [*]/received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

[*] Delete as appropriate.

Questions or Complaints

Send complaints to info@brlocksmiths.co.uk with your name, job date, a description of the concern and the outcome you are seeking. You may also use the telephone or postal details above. Do not send alarm codes or key-safe combinations. We will review the concern and relevant job records, explain our response and let you know if further investigation is needed. If you remain dissatisfied, ask us to review the response. Where an alternative dispute resolution arrangement is available for your dispute, we will explain the relevant details in our final response. This does not prevent you from seeking independent advice or exercising your legal rights.

Your Rights

Nothing in these terms excludes or restricts your statutory consumer rights or any liability that cannot lawfully be excluded. For a concern about faulty goods or the standard of work, contact us using the details above; change-of-mind cancellation rules do not replace your rights where something is wrong.