Terms of Service

Last updated: 3 August 2026. These terms apply to services provided by Urgent Locksmith Thomastown of 350 Settlement Rd, Thomastown VIC 3074. Booking a job means you accept them.

1. Quotes and pricing

Prices given by phone are based on the information you provide. Where the job on site materially differs from that description, we will stop, explain what we have found and give you a revised price before continuing. You may decline the additional work, in which case only the agreed callout is payable.

Callout fees, labour rates, after-hours and public holiday loadings and parts are disclosed before we attend. See our pricing page.

2. Proof of entitlement

We will not open a door, vehicle, safe or lock, or cut or program a key, unless you can demonstrate that you are entitled to access. Acceptable evidence includes photo identification matching the address, a lease, rates notice or utility account, vehicle registration papers, or authorisation from the owner or managing agent. If entitlement cannot be established we will decline the job, and the callout fee remains payable.

3. Access and site conditions

You must provide safe access to the work area, disclose any known hazards, and secure animals. We may decline or suspend work where a site is unsafe, where doors or frames are in a condition that makes damage unavoidable without your acknowledgement, or where weather makes the work unsafe.

4. Non-destructive entry and unavoidable damage

We attempt non-destructive methods first wherever the lock design allows. Some locks and situations cannot be opened without damage. Where destructive entry is necessary, we will tell you before we begin, explain why, and quote replacement hardware. Proceeding is your decision.

5. Parts you supply

We will fit hardware you have purchased where it is suitable for the door. Warranty on those parts is a matter between you and your supplier. If we consider the hardware unsuitable or unsafe we will say so and may decline to fit it.

6. Payment

Payment is due on completion unless written account terms have been agreed. We issue a tax invoice for every job. Overdue accounts may incur reasonable recovery costs. Any payment surcharge, where applicable, is disclosed before payment.

7. Cancellations and no-shows

Cancel any time before we are dispatched and nothing is payable. If we have already travelled to site and the job is cancelled, or nobody is present to meet us, the callout fee is payable. See our returns and refunds policy.

8. Warranty

We provide a 12-month workmanship warranty and pass through manufacturer warranties on parts we supply. Full details are on our warranty page. These are in addition to your rights under Australian Consumer Law.

9. Liability

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. To the extent permitted by law, and other than for those guarantees, our liability for a failure to comply with a consumer guarantee is limited to resupplying the service or paying the cost of having it resupplied.

We are not liable for pre-existing faults in doors, frames or hardware, for wear disclosed before work commenced, or for loss arising from you delaying or declining recommended repairs.

10. Website content

Guidance published on this website is general information, not advice specific to your property, and does not replace a site inspection. We do not publish customer testimonials or ratings we cannot substantiate.

11. Governing law

These terms are governed by the laws of Victoria, Australia, and the courts of Victoria have jurisdiction.

12. Contact

+61 3 7067 9694 · admin@urgentlocksmiththomastown.com · 350 Settlement Rd, Thomastown VIC 3074