1. Introduction & Platform Description
Welcome to LockSafe UK ("LockSafe", "we", "our", "us", or the "Platform").
These Terms and Conditions ("Terms") govern your access to and use of the LockSafe UK website, applications, and services (collectively, the "Services").
By accessing or using the Platform, you agree to be bound by these Terms. If you do not agree to these Terms, you must not use the Services.
LockSafe UK operates solely as a technology marketplace connecting customers with independent locksmith professionals.
- •LockSafe UK does not provide locksmith services, does not employ locksmiths, and does not supervise, direct, or control the work performed by locksmiths.
- •All locksmith services are provided directly by independent locksmith professionals who operate as self-employed contractors.
2. Definitions
For the purposes of these Terms:
3. Booking Flow
The booking process operates as follows:
No repair work begins until the Customer accepts the Work Quote.
4. Customer Cancellation Rights
Customers may cancel a booking under the following conditions:
| When | Result |
|---|---|
| Before an engineer accepts the job | Full refund |
| After an engineer accepts but before arrival | The Call-Out Fee may apply |
| After work has begun | No refund is available |
5. Refund Policy
Refunds may be granted in the following circumstances:
Engineer No-Show
If the engineer accepts the job but fails to arrive within the agreed estimated arrival time plus a 30-minute grace period, the Customer may request a full refund of the Call-Out Fee.
Engineer No-Show Liability
In cases of no-show, the engineer is charged the full refund amount (100%), not just their share. This includes the platform commission. The platform retains its fee because it successfully facilitated the connection between the Customer and Engineer - the failure to deliver was the Engineer's responsibility.
Quote Declined
If the Customer declines the Work Quote after the assessment, only the Call-Out Fee will be charged.
Refund Processing
Refunds are processed through the payment provider and may take 5–10 business days depending on payment provider processing times.
6. Documentation & Anti-Fraud System
The Platform includes an automated documentation system designed to increase transparency and reduce fraud.
This documentation may include:
These records are stored by the Platform and may be accessed by both parties involved in the transaction.
Important: The documentation provided by the Platform may serve as evidence in legal proceedings if disputes arise.
7. Engineer / Locksmith Responsibilities
Engineers using the Platform agree to:
- Operate as independent self-employed contractors
- Maintain their own tools, equipment, and insurance
- Complete identity verification through the Platform's payment processor
- Provide accurate job documentation including photos and GPS verification
- Obtain a digital customer signature upon completion of work
Failure to follow documentation procedures may result in delayed payouts or account suspension.
8. Payments & Platform Commission
Payments are processed through Stripe Connect.
Engineers must complete Stripe onboarding in order to receive payments.
The commission is automatically deducted during payment processing.
Engineers are responsible for reporting and paying their own taxes.
9. Independent Contractor Relationship
Locksmith engineers using the Platform are independent contractors.
They are not employees, agents, or representatives of LockSafe UK.
LockSafe UK does not supervise or control how locksmith services are performed.
The service contract is formed directly between the Customer and the Engineer.
10. Prohibited Conduct
Users of the Platform agree not to:
- Provide false or misleading information
- Attempt to bypass the Platform to avoid fees
- Request or accept direct payment outside the Platform
- Harass or threaten other users
- Manipulate ratings or reviews
- Use the Platform for illegal activities
Violation of these rules may result in:
11. Limitation of Liability
LockSafe UK acts solely as a technology platform facilitating connections between customers and independent locksmith professionals.
To the fullest extent permitted by law, LockSafe UK shall not be liable for:
- The quality of work performed by locksmith engineers
- Property damage occurring during locksmith services
- Disputes between customers and locksmiths
- Financial losses resulting from services provided by engineers
LockSafe UK does not guarantee the outcome or quality of services provided by locksmith professionals.
Our total liability for any claims shall not exceed the total amount paid through the Platform during the previous 12 months.
12. Dispute Responsibility
LockSafe UK does not mediate disputes between Customers and Engineers.
If a dispute arises between a Customer and a Locksmith regarding service quality, pricing, damages, or any other matter, the dispute must be resolved directly between the parties.
If necessary, disputes may be resolved through the courts of England and Wales.
LockSafe UK may provide access to job documentation including:
These documents may be used as evidence in legal proceedings.
LockSafe UK does not issue binding decisions regarding disputes between users.
13. Data Protection & Privacy
LockSafe UK processes personal data in accordance with:
- UK GDPR
- Data Protection Act 2018
Data collected may include:
This data is used for:
- Booking and dispatch
- Fraud prevention
- Payment processing
- Legal compliance
Users may request access, correction, or deletion of their data in accordance with applicable data protection laws.
14. Governing Law
These Terms are governed by the laws of England and Wales.
Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
15. Changes to These Terms
LockSafe UK may update these Terms from time to time.
Users will be notified of material changes through the Platform or by email.
Continued use of the Platform after changes become effective constitutes acceptance of the updated Terms.
16. Contact
For questions regarding these Terms, please contact: