Terms of service

1. Who you are contracting with

These terms apply to all work carried out by Lost My Key NI, an independent mobile locksmith covering Co. Fermanagh and surrounding Northern Ireland. You can contact us on 07756 560292 or at lostmykeyni@gmail.com. By asking us to attend, you accept these terms.

2. Quotes and prices

Prices shown on this website are honest starting prices, not fixed quotes. Before any work begins we confirm the price with you verbally on site or by phone/WhatsApp, including any parts, and we do not proceed until you agree. Prices include VAT where applicable.

If the job turns out to be different from what was described (for example a different lock type, additional damage, or a second lock), we will stop, explain the change and re-quote before continuing.

3. Proof of identity and authority

For any entry, lock change or key work we must be satisfied that you are entitled to access the property or vehicle. We may ask for photo ID, a tenancy agreement, vehicle keeper documentation (V5C) or other reasonable proof, and we may decline the job or contact the PSNI where authority cannot be shown. A callout charge may still apply where we have attended in good faith.

4. Callout charges and aborted jobs

If you cancel after we are already travelling, or nobody is present when we arrive, a callout charge may be payable to cover our time and travel. We will always tell you the amount before charging it.

5. Your right to cancel

Where you are a consumer and the booking is made at a distance or away from our premises, you normally have 14 days to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Because emergency locksmith work is usually needed immediately, if you ask us to begin work within that 14-day period you agree that the service may start straight away, and you accept that once the work is fully performed the right to cancel is lost. If you cancel part-way through, you must pay for the work already carried out.

6. Payment

Payment is due on completion unless agreed otherwise in writing. We accept card, bank transfer and cash. A VAT-style receipt is issued for every job. Landlord, letting agent and commercial accounts may be invoiced on agreed terms; overdue invoices may attract statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998.

7. Non-destructive entry and unavoidable damage

We always attempt non-destructive entry first. Some locks — including certain snapped keys, seized or failed mechanisms, and high-security or anti-pick cylinders — cannot be opened without damaging the lock or cylinder. Where drilling or replacement is the only realistic option we will tell you first and get your agreement. Damage to the lock in those circumstances is an expected part of gaining entry and is not a defect in our work.

8. Guarantee on parts and workmanship

Our workmanship is guaranteed for 12 months. Parts we supply carry the manufacturer's warranty, normally 12 months or more. This guarantee does not cover misuse, forced entry, further damage by others, existing faults elsewhere in the door or vehicle, or normal wear. Nothing here affects your statutory rights under the Consumer Rights Act 2015 to a service carried out with reasonable care and skill.

9. Insurance and liability

We hold public liability insurance and will put right any loss or damage we cause through our negligence. We are not liable for pre-existing faults, for consequential losses such as lost earnings or missed appointments, or for any loss that was not reasonably foreseeable. Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

10. Vehicle work

For vehicle entry, key cutting and key programming you confirm you are the registered keeper or acting with their authority.

Programming a new key can, on some models, require deleting existing keys — we will tell you if that applies before we begin.

If we carry out diagnostic work and identify pre-existing issues, faults, damaged wiring, water ingress, worn locks, faulty immobiliser modules, low or failed batteries, aftermarket alarm/immobiliser interference, or other problems that prevent successful key programming or lock operation, we will report these to you before any further work is carried out. Where diagnostic time is needed to identify such issues, a separate diagnostic fee may be charged and will be discussed with you in advance.

We are not responsible for pre-existing electrical, immobiliser, battery, bodywork or mechanical faults that are discovered or highlighted during our work, nor for any pre-existing issues that become apparent only after entry, key cutting or programming is attempted.

11. Website content

Prices, availability and response times on this site are indicative and may change. Photographs are of our own work. The content and branding of this website belong to Lost My Key NI and may not be copied without permission.

12. Complaints

If something is not right, contact us on 07756 560292 or lostmykeyni@gmail.com and we will respond within 5 working days and aim to resolve matters within 14 days. If we cannot resolve it, you may contact Consumerline (the Northern Ireland consumer advice service) on 0300 123 6262.

13. Data protection

We handle your personal information in line with UK GDPR and the Data Protection Act 2018, as set out in our privacy policy.

14. Governing law

These terms are governed by the law of Northern Ireland and the courts of Northern Ireland have jurisdiction. If any part of these terms is found unenforceable, the rest continues to apply.