Our terms & how we look after you
We are a family firm, and our reviews are built on being straight with people. These terms are written the same way — nothing hidden, nothing in tiny print. Honest pricing, your property protected, and every part guaranteed for 12 months.
Who we are
A quick hello before the formal bits.
KeyWise 24hr Locksmiths is a family-run locksmith based in Holbury, Southampton, working for homes and families across Southampton and the Waterside. You can reach us on 07453 327708 or 02381 550025, or at donald@keywise.net. Throughout these terms, “we” and “us” means KeyWise 24hr Locksmiths, and “you” means you, our customer.
Our quotes and prices
Honest numbers, confirmed before we start.
The prices we give — on our price calculator, over the phone or by message — are honest starting points based on what you have told us. We will always confirm the final price with you on site, once we can see the job, before we start any chargeable work. There is no call-out fee and no VAT, so a call to us costs you nothing. A written quote is valid for 30 days from the date we give it.
Why some prices are a range
Gearboxes and mortice locks, explained honestly.
For uPVC gearbox and mortice lock replacements we sometimes quote a price range rather than a single figure. That is because the exact part can only be confirmed once the failed unit is out and we can measure it — the maker’s pattern is stamped inside the door — and rarer, older or obsolete sizes cost more to source. Most jobs land at the lower end. We will always tell you where you sit in the range, and agree the exact figure with you, before we fit anything.
Getting you in without damage
Our first promise on every door.
We treat your property as if it were our own. On a lockout or a mortice job we always try non-destructive entry first and keep any disruption to a minimum. Nine times out of ten you would never know we had been, apart from a door that works properly again.
When entry needs more
The rare last-resort jobs, and where you stand.
Occasionally — usually a seized or failed mortice lock in a timber door — the only way in is to drill or force the lock as a last resort. We will only ever do this once you have authorised it, and we will explain why first. We keep any damage as small as possible: most drill points sit behind the handle or escutcheon and are hidden the moment the new lock and furniture go on, and in the worst case we fit a neat cover plate. Where damage is the unavoidable consequence of that authorised entry, carried out with reasonable care, that is not something we can accept liability for. This does not exclude our responsibility to work with reasonable care and skill — if damage is caused by our failing to do that, your rights under the Consumer Rights Act 2015 (section 49) are fully unaffected.
Proof of entitlement
A small check that keeps everyone safe.
For everyone’s protection, on a lockout or entry job we may ask for ID and reasonable proof that you are entitled to access the property (for example that you are the owner or tenant) before we carry out the work. It is standard practice for a trustworthy locksmith, and it keeps people and their homes safe.
Payment
Simple, and no surprises.
Payment is due on completion unless we have agreed otherwise in writing. We accept cash, card and bank transfer. We do not charge VAT and there is no call-out fee. For rare or special-order parts we may occasionally ask for a deposit, which we will always agree with you first.
Our 12-month guarantee & looking after your door
The part we are proudest of.
We stand behind our work. Every part we fit is guaranteed for 12 months from the date of the job, and the labour that goes with it. Timber and uPVC doors naturally swell, shrink and shift with the weather and as a building settles, and that movement puts extra wear on locks and multipoint mechanisms — the first sign is usually a stiff or notchy feeling when you lock up. Locks last far longer with the occasional adjustment and a bit of lubrication, and keeping a door adjusted through the seasons is normal upkeep rather than a fault, so routine adjustment is not itself a warranty claim. But please do not sit on it: if you feel the door has dropped or something is not right, call us — the call-out is always free, and we only charge for labour (and any parts) if it genuinely needs work beyond a quick adjustment. Any part that fails within its guarantee we will put right, and we will also claim under the manufacturer’s own warranty on your behalf wherever a part is covered. None of this affects your statutory rights.
Your statutory rights come first
Always, no matter what.
Nothing in these terms reduces your rights under the Consumer Rights Act 2015. By law, we must carry out our service with reasonable care and skill, and any parts we supply must be of satisfactory quality and fit for purpose. Our 12-month guarantee and aftercare are in addition to those rights, never instead of them.
Your right to cancel
Changed your mind? That is fine.
If you booked with us off-premises or at a distance (for example over the phone or online), you normally have the right to cancel within 14 days under the Consumer Contracts Regulations 2013. If you have asked us to start urgent work within that period, as with most emergency call-outs, you can still cancel, but you may be asked to pay for any work already carried out at your request up to that point. To cancel, just call or message us.
Insurance and standards
Covered, and fitted to the right spec.
We carry public liability insurance and we are DBS checked. Where you ask for a British Standard lock (for example BS 3621 for your home insurance), we will fit a lock meeting that standard and tell you if what is right for your particular door differs from what you first asked for. We fit insurance-spec, Sold Secure and TS 007 rated hardware as standard where security matters.
If something is not right
Tell us — we will make it right.
Your peace of mind matters to us more than anything. If you are ever unhappy, please contact us straight away and we will do our best to put it right quickly and fairly. Our 5.0-star rating across 288+ Google reviews is built on doing exactly that, every single time.
Governing law
The legal footing.
These terms are governed by the law of England and Wales, and any dispute will be subject to the courts of England and Wales.
Still got a question?
Bugsy would far rather you asked than wondered. Call any time, day or night — there is no call-out fee, so it costs you nothing to ask.
📞 Call Bugsy on 07453 327708Be Wise, Call KeyWise.