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Terms of Service

Last updated: 23 February 2026

1. Introduction and Acceptance

Welcome to LockSafe UK ("we", "our", "us", or the "Platform"). These Terms of Service ("Terms") govern your access to and use of the LockSafe UK website, mobile application, and services (collectively, the "Services").

By accessing or using our Services, you agree to be bound by these Terms. If you do not agree to these Terms, you may not access or use our Services. These Terms apply to all users of the Platform, including customers seeking locksmith services and locksmiths providing services.

LockSafe UK is the UK's first anti-fraud locksmith platform. We provide a marketplace connecting customers with verified, independent locksmith professionals. We are not a locksmith company and do not directly provide locksmith services.

2. Definitions

  • "Customer" means any individual or entity using the Platform to request locksmith services.
  • "Locksmith" means any independent professional providing locksmith services through the Platform.
  • "Assessment Fee" means the upfront fee charged by a Locksmith for travel and initial diagnostic assessment.
  • "Work Quote" means the detailed quote provided by a Locksmith for the actual repair or installation work.
  • "Job" means a service request created by a Customer and accepted by a Locksmith.
  • "Platform Fee" means the 15% commission charged by LockSafe UK on completed jobs.

3. Terms for Customers

3.1 Service Requests

When you submit a service request, you provide accurate information about your location and the nature of your lock problem. Multiple Locksmiths may apply for your job with their Assessment Fee and estimated time of arrival (ETA). You have complete control to choose which Locksmith to book based on price, rating, reviews, and ETA.

3.2 Assessment Fee and Payment

The Assessment Fee is paid upfront when you confirm a booking. This fee compensates the Locksmith for travel to your location and time to diagnose the problem. Payment is processed securely through Stripe. The Assessment Fee is separate from the Work Quote - you will receive a detailed quote for any additional work once the Locksmith arrives and assesses the situation.

3.3 Your Right to Decline

You have the right to decline any Work Quote. If you decline the Locksmith's quote for the actual work, you have only paid the Assessment Fee. The job is closed with no further obligation. This is a core protection of our Platform.

3.4 Refund Guarantee

If a Locksmith accepts your job but fails to arrive within the agreed ETA plus a 30-minute grace period, you are entitled to a full refund of your Assessment Fee. Refunds are processed automatically upon request and typically arrive within 3-5 business days. The Locksmith's connected payment account is debited for refunds.

3.5 Digital Signature and Confirmation

Upon completion of work, you will be asked to provide a digital signature confirming that the work has been completed to your satisfaction. This signature creates a legally-binding record and triggers final payment. Do not sign if you are not satisfied with the work.

4. Terms for Locksmiths

4.1 Registration and Verification

To provide services through LockSafe UK, you must complete our verification process, which includes identity verification, proof of qualifications, insurance documentation, and DBS background check. We reserve the right to reject applications or remove Locksmiths who do not meet our standards.

4.2 Platform Commission

LockSafe UK charges a 15% commission on all completed jobs. You retain 85% of every payment. There are no monthly fees, subscription costs, or hidden charges. Commission is automatically deducted at the time of payment processing.

4.3 Payment Processing

Payments are processed through Stripe Connect. You must complete Stripe onboarding to receive payments. Earnings are transferred to your connected bank account according to Stripe's payout schedule. You are responsible for any taxes due on your earnings.

4.4 Job Documentation

You are required to use the Platform's documentation features for every job, including:

  • GPS check-in upon arrival
  • Before, during, and after photos
  • Detailed diagnostic information
  • Itemised quote with parts and labour breakdown
  • Customer digital signature upon completion

This documentation protects both you and the customer. Failure to properly document jobs may result in account suspension.

4.5 Refunds and Chargebacks

If a refund is issued to a customer (e.g., for non-arrival), your connected Stripe account will be debited for the refund amount. You are responsible for ensuring you arrive within the agreed timeframe. Excessive refunds or chargebacks may result in account termination.

5. Anti-Fraud Protection

LockSafe UK is built on transparency and fraud prevention. Our Platform includes:

  • GPS Tracking: Location verification at key points (arrival, completion)
  • Timestamped Photos: Visual evidence of work performed
  • Digital Signatures: Legally-binding customer confirmation
  • Instant PDF Reports: Complete job documentation for all parties
  • Secure Payments: All transactions processed through Stripe

This documentation creates a legally-admissible paper trail that protects customers from overcharging and locksmiths from false claims.

6. Prohibited Conduct

You agree not to:

  • Provide false or misleading information
  • Circumvent the Platform to avoid fees (e.g., arranging direct payment)
  • Harass, abuse, or threaten other users
  • Engage in fraudulent pricing or billing practices
  • Use the Platform for any illegal purpose
  • Attempt to access accounts or data belonging to other users
  • Manipulate ratings or reviews

Violation of these rules may result in immediate account termination and legal action.

7. Limitation of Liability

LockSafe UK is a marketplace platform connecting customers with independent locksmiths. We are not responsible for the quality of work performed by locksmiths, nor do we guarantee specific outcomes. Locksmiths are independent contractors, not employees of LockSafe UK.

To the maximum extent permitted by law, LockSafe UK shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Services.

Our total liability for any claims arising from these Terms or your use of the Services shall not exceed the amount you paid to us in the 12 months preceding the claim.

8. Dispute Resolution

If you have a dispute with a Locksmith or another user, we encourage you to contact us first. We will review the job documentation and attempt to mediate a resolution. Our PDF reports, GPS data, and digital signatures provide objective evidence for dispute resolution.

For disputes we cannot resolve, you agree to first attempt mediation before pursuing legal action. These Terms are governed by the laws of England and Wales, and you agree to the exclusive jurisdiction of the courts of England and Wales.

9. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes by email or through the Platform. Your continued use of the Services after changes become effective constitutes acceptance of the new Terms.

10. Contact Us

If you have any questions about these Terms, please contact us: