The terms on which we carry out work for you.
Last updated: 15 September 2026
1. Who we are
Scotia Locksmiths Ltd is a locksmith business covering towns and cities across central Scotland. In these terms, “we”, “us” and “our” mean Scotia Locksmiths Ltd, and “you” means the person we are carrying out work for.
Company number 16105249
Head office 38 Mossford Drive, Crieff, PH7 3FL
Email contact@scotia-locksmiths.com
Telephone 07890 295804
2. These terms
These terms apply to all work we carry out unless we have agreed something different with you in writing. Please read them before we start. If anything here is unclear, ask us and we will explain it.
Nothing in these terms affects your legal rights as a consumer. Where anything here conflicts with those rights, your legal rights come first.
3. What we do, and what we do not do
We carry out emergency entry, lock repair, replacement and upgrade, new installations, door realignment, home security surveys, post-burglary work, and the supply and fitting of CCTV and video doorbells.
So that there is no confusion, there are things we do not do:
- We do not cut keys.
- We do not install or repair door entry or intercom systems. We do work on the locks fitted to communal stair doors.
- We do not fit door chains, viewers or door limiters.
- We do not work on vehicles.
- We do not operate a 24-hour or overnight service. Our working hours are 7am to 7pm, seven days a week.
If you ask us for something we do not do, we will tell you plainly rather than take the work on.
4. Arranging work, prices and quotations
We agree a price with you before we set off. That price is based on what you have described to us, and we will tell you at the time if anything could change it.
No call-out fee
We do not charge a fee simply for attending. You pay for the work we carry out, not for our arrival.
Minimum charge
Our labour is charged from a minimum of one hour. If a job takes twenty minutes, an hour is still charged. That is not a call-out fee under another name — it is the smallest amount of work we will travel for.
Mileage
Mileage is included wherever you are. We do not charge more because you are further away, and every town we cover is charged at the same rate.
No fix, no fee
If we are unable to resolve the problem we attended for, we will not charge you for that attendance. This does not apply where we have carried out the work you asked for and you have changed your mind about wanting it, or where you have asked us to do additional work that we have completed.
If the job turns out to be different
Occasionally a job is not what it appeared to be over the telephone. If that happens we will stop, explain what we have found, and give you a revised price before doing anything further. We will not carry out additional work and present you with a bill for it afterwards. Where a job turns out to be materially different from what was described to us, the no fix, no fee position above does not apply.
Prices and VAT
Prices quoted to consumers include VAT at the applicable rate. Our VAT registration number is 491536766.
5. Proof of identity and your right to be there
Before we open a property, we need to be satisfied that you are entitled to have it done. This protects you as much as it protects us, and it applies to every job, not only the ones that look unusual.
We ask for two documents: one carrying your photograph, such as a passport or driving licence, and one showing the address, such as a tenancy agreement, a bank statement or a utility bill. Neither on its own is enough — one shows who you are, the other shows your connection to the address.
If you are locked out
If you are locked out, those documents are usually on the wrong side of the door. In that case we will open the door first and check your identification immediately afterwards, before we leave. If it cannot be produced once you are inside, we will contact the police.
We may also ask for confirmation from a landlord, letting agent or factor. We may decline to carry out work, or stop work already started, if we are not satisfied on this point. If we decline for this reason we will not charge you.
If you are a tenant, please be aware that changing locks may require your landlord’s agreement under your tenancy. That is a matter between you and your landlord, and we will normally ask you to confirm the position before we proceed.
6. Your right to cancel
Where we agree work with you somewhere other than at our own premises — at your home, for example, or over the telephone — you normally have the right to cancel the contract within 14 days without giving a reason. That period runs from the day after the day the contract is made.
How to cancel
Tell us by email at contact@scotia-locksmiths.com, by telephone on 07890 295804, or in writing to the address at the top of these terms. A clear statement that you wish to cancel is enough; there is no form to complete.
If you want us to start straight away
Most of our work is urgent, and people rarely want to wait 14 days to be let back into their own house. You are entitled to ask us to begin within the cancellation period, and we are happy to do so — but the law requires two things of us.
- You must expressly ask us to start before the 14 days are up.
- You need to understand that once we have fully carried out the work, you will no longer be able to cancel it.
If you cancel after we have started but before we have finished, you will owe us a fair amount for what we have already done, in proportion to the whole job. You will not owe us anything for work we have not carried out.
7. Payment
Payment is due on completion of the work unless we have agreed otherwise with you beforehand. We accept cash, card and bank transfer. There is no account facility and we do not ask for a deposit.
A receipt is raised for every job, showing what was done, what parts were used and what you have paid. We will email it to you on request, within 48 hours of the work being completed.
Where a job requires a part that has to be ordered specially, we may ask for the cost of that part in advance. We will tell you before ordering it, and we will tell you what happens to that payment if the order is cancelled.
All parts supplied and fitted by us remain the property of Scotia Locksmiths Ltd until payment for the work has been made in full. Risk in those parts passes to you on completion of the work, so they are your responsibility from that point even though ownership has not yet passed.
8. Parts, and the possibility of damage
Some locks are obsolete, and some parts are no longer manufactured. Where a like-for-like replacement is not available we will explain the options and the difference in cost before deciding anything with you.
If we cannot finish on the day
Occasionally a part has to be ordered and the job cannot be completed on the first visit. Where that would leave a door insecure, we will fit a temporary lock free of charge so that the door still locks. It is removed when the permanent lock goes in, and you pay only for the permanent repair.
Opening a door
Wherever possible we open a door without damaging it or the lock, and that is always what we aim for. It is not always possible. Some locks, and some situations, can only be dealt with by replacing the lock or, more rarely, by causing damage to gain entry.
If we believe damage will be unavoidable, we will tell you before we start, explain why, and tell you what it will cost to put right. We will not begin destructive work without your agreement.
9. Our guarantee
We guarantee our workmanship for 12 months from the date of the work. If something we have fitted or adjusted fails within that period because of the way we did it, we will put it right at no charge.
There is one exception. Where the work was to realign or adjust an existing door rather than to fit something new, that adjustment is guaranteed for 3 months. Doors, frames and hinges keep moving and wearing with the seasons, and on an older door that movement can return through no fault of the adjustment. Where we think that is likely we will tell you at the time, and explain what a lasting repair would involve.
Parts we supply carry their own guarantees, and on most items those run for longer than twelve months. The period for each type of lock is set out on the Guarantee page of our website. Where a manufacturer’s warranty applies, we will help you make use of it.
The guarantee does not cover damage caused by accident, misuse, forced entry, attempted forced entry, work carried out by somebody else after ours, or ordinary wear and tear. It does not cover a door or frame that was already failing, where we have told you so at the time.
10. Your legal rights
Under the Consumer Rights Act 2015 we must carry out our services with reasonable care and skill, and any goods we supply must be as described, fit for purpose and of satisfactory quality.
If we have not done that, you are entitled to ask us to put it right, and where that is not possible or is not done within a reasonable time, to a reduction in price. These rights sit alongside our guarantee, not instead of it.
11. Appointments
If you need to cancel or rearrange an appointment, please tell us as soon as you can. We do not charge for a cancelled or missed appointment, but the earlier we know, the more likely we can offer that time to somebody else who needs it.
If we are delayed or cannot attend, we will contact you and tell you honestly when we can come. We would rather give you an accurate time than an optimistic one.
12. Our responsibility to you
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of that failure. We are not responsible for loss or damage that was not foreseeable.
We do not limit or exclude our liability in any way where it would be unlawful to do so. That includes liability for death or personal injury caused by our negligence, and for fraud or fraudulent misrepresentation.
We are not liable for the security of a property beyond the work we have carried out, or for the condition of doors, frames, windows or other hardware that we have not been asked to work on. Where we notice something we think you should know about, we will tell you.
13. Matters outside our control
We are not responsible for delays caused by events outside our reasonable control, such as severe weather, road closures or the unavailability of parts. If such an event occurs we will contact you as soon as we can and agree a new time. If the delay is substantial you may cancel and we will refund anything you have paid for work not carried out.
14. Complaints
If you are unhappy with anything we have done, tell us. Contact us by email at contact@scotia-locksmiths.com or by telephone on 07890 295804. We will acknowledge your complaint within two working days, and give you a full response within ten working days. Our full complaints procedure is available on request.
If we cannot settle the matter between us, you can get free, independent advice from consumeradvice.scot, the national consumer advice service for Scotland, on 0808 164 6000. They can also refer the matter to Trading Standards. Nothing in these terms prevents you from taking the matter to court.
15. Your personal information
We handle your personal information in the way set out in our Privacy Policy, which is available on our website. In short: we keep enquiries for 6 months and records of work carried out for 6 years for accounting purposes, we do not sell your information, and we treat details of the locks and security fitted at your address as confidential.
16. Changes to these terms
We may update these terms from time to time. The terms that apply to your job are the ones in force on the day we agree the work with you.
17. Governing law
These terms are governed by the law of Scotland, and any dispute may be brought before the Scottish courts. If you live elsewhere in the United Kingdom, you keep the benefit of any mandatory consumer protections that apply where you live, and you may bring proceedings in your own courts.