Refund Policy — The Lock Exchange

Editable placeholder — replace all bracketed sections with your actual business details before publishing.

Our Commitment

We want every customer to feel completely confident booking with The Lock Exchange. That's why we operate a straightforward, no-fuss refund policy on deposits. We believe in transparency — no small print, no hidden conditions.

1. The £25 Deposit

A £25 deposit is required to secure your appointment slot. This deposit is:

Fully refundable if you cancel at least 48 hours before your scheduled appointment.
Deducted from your final invoice on the day of fitting — it is not an additional charge.
Processed securely via Square. We never store your card details.

2. Cancellations by You

48+ hours notice: Full refund of £25. No questions asked. Refunds are processed within [INSERT TIMEFRAME, e.g. 5–10 business days] depending on your bank.
Less than 48 hours notice: The deposit may be retained at our discretion, unless there are exceptional circumstances (e.g. a family emergency). We handle all such cases fairly — please contact us.
No-show: If our engineer attends and cannot gain access due to your absence, the deposit will be retained and a rebooking fee of [INSERT FEE, e.g. £25] may apply.

3. Cancellations by Us

If we need to cancel or significantly reschedule your appointment for any reason (engineer unavailability, operational issues, etc.), you will receive:

A full refund of your £25 deposit, processed within [INSERT TIMEFRAME, e.g. 3–5 business days].
The option to rebook at a convenient alternative time at no extra cost.

4. Completed Work

Once a lock has been fitted and tested, and keys have been handed over, the service is considered complete. Refunds are not available for completed installations except in the following circumstances:

The lock fitted was demonstrably faulty on installation (manufacturing defect).
Our engineer caused damage to your property through negligence — in which case our £1M public liability insurance applies.
We fitted an incorrect lock type that differs materially from what was agreed.

If you believe any of the above applies, contact us within [INSERT PERIOD, e.g. 14 days] of your appointment with details and we will investigate promptly.

5. How to Request a Refund

To request a refund or cancellation, contact us by any of the following methods:

Please include your name, booking reference (if applicable), and the reason for your request. We aim to respond within [INSERT TIMEFRAME, e.g. 1 business day].

6. Refund Processing Times

Approved refunds are processed via Square back to your original payment method. Depending on your bank or card provider, funds typically appear within:

Debit card: 3–5 business days
Credit card: 5–10 business days
Apple Pay / Google Pay: tied to the underlying card, same timeframes as above

We have no control over your bank's processing times once a refund has been issued from our end.

7. Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection law. If you are unhappy with our response, you may also contact your card issuer to discuss a chargeback.

8. Questions

If you have any questions about this policy, please reach out — we're always happy to talk things through directly.

Email: inbox@thekeyexchange.uk
Phone: 0203 807 4632
Hours: Monday – Saturday, 8am – 8pm