1. Overview
At LockSafe UK, we believe in fair treatment for both customers and locksmiths. Our refund policy is designed to protect customers while respecting the time and effort of our locksmith partners.
Our goal is to ensure that every transaction on our platform is fair, transparent, and protected by clear guidelines.
2. When You Can Get a Refund
Locksmith No-Show
If the locksmith you booked does not arrive at all, or arrives more than 30 minutes after their stated ETA, you are entitled to a full refund of your Assessment Fee.
Cancellation Before Dispatch
If you cancel your booking before the locksmith has been dispatched, you receive a full refund with no cancellation fee.
3. When You Cannot Get a Refund
Assessment Fee After Locksmith Travels
The Assessment Fee compensates the locksmith for their travel time, fuel costs, and diagnostic expertise. Once the locksmith has been dispatched and travels to your location, the Assessment Fee is non-refundable even if:
This policy ensures locksmiths are fairly compensated for their time and remain willing to take jobs.
Work Already Completed
Once you have accepted a Work Quote, had the work completed, and signed the digital confirmation, the payment is non-refundable.
Your digital signature confirms satisfaction with the work. If there's a problem with the work quality, contact the locksmith directly or reach out to us for dispute mediation.
4. Refund Summary
| Situation | Refund? |
|---|---|
| Locksmith no-show | |
| Locksmith 30+ minutes late | |
| Cancel before locksmith dispatched | |
| Cancel after locksmith leaves | |
| Decline Work Quote | |
| Work completed & signed | |
| Customer not home | |
| Customer changed mind |
5. How Refunds Are Processed
All refunds are processed to your original payment method:
Credit/Debit Cards
3-5 business days
Bank Transfers
5-7 business days
If the refund cannot be processed (e.g., card expired), we will contact you to arrange an alternative refund method.
6. Dispute Resolution
If you believe you're entitled to a refund that wasn't automatically processed, or if you disagree with a refund decision:
Dispute Process
7. Information for Locksmiths
If a refund is issued to a customer due to your no-show or late arrival, the refund amount will be debited from your Stripe Connect account.
To avoid refunds:
- Set realistic ETAs with buffer time for traffic
- Communicate delays to customers immediately
- Cancel early if you cannot make it (before travelling)
Warning: Locksmiths with excessive refunds may face account review, suspension, or removal from the platform.
8. Contact Us
For refund queries or to initiate a dispute:
9. LockSafe Cover Subscription Cancellation
9.1 Right to Cancel a New Subscription (14-Day Cooling-Off)
When you purchase a new LockSafe Cover subscription, you have the right to cancel within 14 days of your subscription start date under the Consumer Contracts Regulations 2013 and receive a full refund, unless you have expressly requested that access to subscription benefits begins immediately. If you have used Cover benefits (such as a free callout or discounted rate) during the 14-day period, we may deduct a proportional amount for the value of benefits used before refunding the remainder.
9.2 Cancellation After the Cooling-Off Period
After the 14-day cooling-off period, you may cancel your subscription at any time through your account dashboard. Cancellation takes effect at the end of your current billing period — you retain access to all Cover benefits until then. No refund is issued for the remaining days of the current billing period.
9.3 Annual Subscriptions
For annual subscriptions cancelled after the cooling-off period, no pro-rata refund is provided for the unused months. If we materially reduce Cover benefits, we will notify you at least 30 days in advance and offer a pro-rata refund for the unused portion if you choose to cancel.
9.4 Free Trial Cancellation
If you are within a free trial period, you may cancel at any time before the trial ends at no charge. If you do not cancel before the trial ends, you will be billed for the first full subscription period and the standard cancellation policy applies.
| Scenario | Refund |
|---|---|
| Cancel within 14 days, no benefits used | Full refund |
| Cancel within 14 days, some benefits used | Proportional refund (benefits deducted) |
| Cancel during free trial | No charge |
| Cancel after cooling-off period (monthly) | No refund — access continues to period end |
| Cancel after cooling-off period (annual) | No pro-rata refund |
| We reduce benefits materially (any plan) | Pro-rata refund if you choose to cancel |
10. Referral Credits
Referral credits earned through the LockSafe referral programme are not refundable as cash and have no monetary value outside of the Platform.
- Credits are applied automatically to reduce the cost of a job at checkout.
- If a job where credits were applied is subsequently refunded, the credits used will be reinstated to your account rather than refunded as cash.
- Credits obtained through fraudulent referrals will be voided. Any job payment discount that was applied using those credits will not be reimbursed.
- Credits expire 12 months from the date of issue if unused.
- We reserve the right to modify the referral programme with 14 days' notice. Credits already earned prior to any programme change are honoured for their stated validity period.