Fleet Lock & Door Co – Terms & Conditions of Service

 

Business Name: Fleet Lock & Door Co
Owner: Ben Deller-Smith
Address: 12 Westbury Avenue, Fleet, Hampshire, GU51 3HP
Telephone: 07922 674182
Email: fleetlockanddoorco@gmail.com

​

1. Definitions

In these Terms:

“Contract” – these Terms and Conditions together with any Job Sheet, Quote or Invoice.
“Initial Price” – the price agreed with you for the Services, shown on the Job Sheet, Quote, Invoice, email or text.
“Job Sheet / Invoice” – the written record of the work to be carried out and the agreed price.
“Services” – locksmith services we provide, including but not limited to:

• Making properties safe and secure

• Planned and responsive lock changes

• Opening, repairing or replacing locks

• UPVC and composite door and window work

• Burglary repairs and security upgrades

“We/Us/Our” – Fleet Lock & Door Co, including approved subcontractors or partner locksmiths.
“You/Your” – the customer ordering the Services.

 

2. About these Terms

2.1 These Terms apply to all Services provided by Fleet Lock & Door Co. By booking an appointment, you confirm you have read and agree to these Terms and our Pricing Policy.
2.2 If additional terms appear on a Job Sheet or Invoice, they take priority for that specific job.
2.3 If unsure, seek advice from Citizens Advice, Trading Standards or a solicitor.

 

3. Your Legal Rights (Consumers)

3.1 Consumers may have legal rights under the Consumer Rights Act 2015. Nothing here removes those rights.
3.2 For more information, contact Citizens Advice or Trading Standards.

 

4. How the Contract is Formed

4.1 A Contract begins when you:

• Agree to the Initial Price over the phone

• Accept a Quote or Job Sheet

• Allow us to begin work after the costs have been explained

4.2 By booking, you authorise us to attend your property and carry out necessary work in line with these Terms.
4.3 Your cancellation rights are in Section 10.
4.4 Our cancellation rights are in Section 11.

 

5. Services We Provide

5.1 Services will be as described on the Job Sheet / Invoice or in written confirmation.
5.2 We aim to arrive within agreed times but delays may occur due to traffic, weather, emergencies or events beyond our control.
5.3 All work is carried out with reasonable care and skill.
5.4 Non-destructive entry is attempted where possible but cannot be guaranteed.
5.5 You must read all documentation carefully and ask for clarification if needed.

 

5.6 Subcontractors / Partner Locksmiths

Fleet Lock & Door Co may pass work to trusted partner locksmiths if:

• We cannot attend in a reasonable time

• Specialist equipment is needed

• You are outside our main operating area

In these cases:

• The Contract is between you and the attending locksmith

• Their pricing and terms may differ

• Fleet Lock & Door Co is not responsible for their workmanship or charges

By accepting the referral, you agree to deal with the attending locksmith directly.

 

6. Price and Payment

6.1 The Initial Price for labour is agreed before attendance.
6.2 Prices do not currently include VAT. If we become VAT registered, VAT will apply.
6.3 Payment is due immediately on completion unless agreed otherwise in writing.

 

6.4 Accepted payment methods

• Residential customers: cash or bank transfer

• Business customers: bank transfer or PayPal (normally 30 days)

6.5 If payment is not made on completion, the invoice becomes overdue.
6.6 Deposits may be required for special orders.
6.7 Parts supplied remain the property of Fleet Lock & Door Co until fully paid for.
6.8 Account terms for commercial customers may be granted or withdrawn.
6.9 Late commercial payments may incur charges.
6.10 We reserve the right to remove unpaid-for parts where lawful.

 

7. Additional Costs

7.1 The Initial Price normally covers labour only.
7.2 Additional costs may arise if:

• Extra parts are required

• More time is needed due to actual door/lock condition

• Issues not visible during booking are discovered

7.3 Additional costs will be explained before they are incurred.
7.4 If you decline extra work, a reasonable attendance fee may apply.
7.5 Incorrect or incomplete information may result in additional labour charges.

 

8. When We May Decline or Stop Work

We may refuse or stop work if:

• Required parts are unavailable

• Proof of ID/ownership is not provided

• No payment method is confirmed

• Conditions are unsafe or abusive

• Access is not provided

• You seriously breach the Contract

If we have already attended, a cancellation fee may apply.

 

9. Access to Your Premises

9.1 You must provide safe and reasonable access.
9.2 You authorise us to enter as necessary to carry out Services and recover unpaid-for goods where lawful.

 

10. Your Cancellation Rights

10.1 You may cancel at any time.
10.2 No charge applies if you cancel more than one hour before arrival.
10.3 Cancelling under one hour may incur one hour’s labour.
10.4 If we fail to correct a serious breach within 28 days, you may cancel the Contract.

 

11. Our Cancellation Rights

We may cancel if:

• You fail to pay

• You breach the Terms

• We cannot legally perform the work

• Necessary parts cannot be obtained

• Events outside our control prevent safe work

 

12. Warranties

12.1 Locks

6-month warranty on parts and labour unless stated otherwise.

12.2 Gearboxes & Mechanisms

12-month warranty.

12.3–12.5

Warranties do not cover misuse, forced entry, vandalism, non-standard key cutting, extreme weather, building movement or accidental damage.
Genuine faults will be repaired or replaced where possible.

 

13. Our Liability

13.1 We minimise damage but some may be unavoidable when gaining entry.
13.2 Cosmetic repairs are not included unless agreed.
13.3 Liability is not excluded for negligence causing injury or death.
13.4 We are not liable for business losses.
13.5 Parts remain ours until paid for.

 

14. Events Outside Our Control

Neither party is liable for events outside reasonable control (weather, illness, police incidents, accidents, strikes, etc.).

 

15. Personal Data, Call Recording & Cameras

15.1 Data is used for service delivery and legal purposes.
15.2 Data may be shared with trusted third parties (payment processors, insurers, debt agencies).
15.3 Calls to Fleet Lock & Door Co may be recorded.
15.4 Body cameras may be used for safety and evidence.
15.5 Data is processed in line with UK law.

 

16. General Legal Terms

Covers legal jurisdiction (England & Wales), transfers of rights, unenforceable clauses, delayed enforcement, and updates.

 

17. Late Payment & Debt Recovery

17.1 Payment is due on completion unless agreed otherwise.
17.2 Late fee: £25 per day, capped at £500 per invoice.
17.3 Late fees may be backdated.
17.4 You are liable for:

• Debt collection fees

• Court fees and legal costs

• Enforcement costs (CCJ)
  17.5 We may treat unpaid-for parts as hired equipment.

 

18. Complaints & Contact

Complaints must be made in writing within 24 hours.
We will investigate and remedy where appropriate.

 

Fleet Lock & Door Co – Pricing Policy

We believe in clear, upfront pricing. You will always be told our labour rate or fixed price before attendance.

 

1. Call Out Charges

• No call out fee for standard work between 9am–5pm.

• High-demand periods (Christmas Eve–27th, New Year’s Eve/Day, extreme weather) may incur a call out charge.

• Non-urgent quotes are free.

 

2. Standard Labour Rates (Guide)

(Use Ben's actual rates, updated below)

• 9am – 5pm: from £64.99

• 5pm – 10pm: time & a half

• 10pm – 9am: double rate

• Weekends: 9am–10pm time & a half, then double rate

Most simple lockouts completed within the first hour.

 

3. Minimum Charges & Time Bands

• One-hour minimum charge.

• After one hour: billed in 15-minute increments.

• Waiting time is chargeable.

 

4. Per-Job Pricing

Fixed pricing available where possible.
If the job differs from description, we re-confirm costs before work.

 

5. Parts, Travel & Additional Charges

• Parts charged in addition to labour unless agreed.

• Travel charges may apply outside Fleet.

• Parking, tolls or specialist part costs may be added.

 

6. Weather & Danger Conditions

Severe weather or high-risk situations may incur a danger fee (always discussed first).

 

7. Cancellations & Missed Appointments

• Free cancellation with more than 1 hour’s notice.

• Less than 1 hour: up to one hour labour may apply.

• No access on arrival may incur a charge.

 

8. VAT

Fleet Lock & Door Co does not currently charge VAT.
If VAT becomes applicable, we will update customers accordingly.