Terms and conditions

When you book work with us, your contract is with A & G Master Locksmith. That stays true even when the locksmith who attends is from our network rather than one of our own engineers — see below.

We don’t charge a call-out fee. We quote from the photos and description you send us, before we set off. Once we’ve seen the work, we confirm a firm price in writing, on the engineer’s phone, before starting. If the job turns out to be different from what the photos showed, we tell you the revised price first.

You are never obliged to accept that price. However, if you decide not to go ahead, a minimum labour charge applies. We won’t begin work until you’ve approved the price.

The price we quote you is all you pay. If additional work turns out to be needed once we’ve started, we’ll stop and agree a revised price with you before continuing.

We need proof that you either own the property or are authorised to have work carried out there. We will ask you to demonstrate that you’re entitled to enter the property and to have the locks changed. This protects everyone, and we reserve the right to decline the work if we’re not satisfied.

Our own engineers cover the 29 postcode districts listed on our areas page. Beyond those, and when we’re already on another job, we arrange a vetted, insured locksmith from our network.

If that happens, your contract remains with us. We remain responsible for the work and for putting things right. You deal with us throughout, and the same price agreement and guarantee apply.

Every locksmith in our network holds current public liability insurance. Locksmiths attending commercial premises or occupied homes are additionally DBS checked and members of a recognised trade body.

Payment is due in full on completion unless we’ve agreed different terms with you in writing. Where a network locksmith attends, they may collect payment on our behalf — the payment is still to us.

We guarantee our workmanship. If something we fitted fails because of how it was fitted, tell us and we’ll return and put it right at no charge. Parts carry whatever guarantee the manufacturer provides, and we’ll tell you what that is.

The guarantee doesn’t cover damage caused by misuse, forced entry, wear to parts that were already old, or work later altered by someone else.

We open doors without damage wherever it’s possible. Occasionally it isn’t — some locks genuinely cannot be opened non-destructively. Where that’s the case we’ll tell you before we start, explain what will need replacing, and include it in the price you approve.

We have public liability insurance to cover any liability we may have. Nothing here affects your statutory rights.

Consumers do have the right to cancel once the job is booked. If you cancel for any reason, the minimum labour charge applies.