Terms & Conditions

A legal disclaimer - Effective 15th September 2025

1. Services Provided

1.1 We provide emergency and non-emergency vehicle entry services within the East Midlands area.
1.2 Our first choice is always non-destructive entry methods. Where necessary, we may discuss alternative methods with you if non-destructive options are not successful.
1.3 We do not cut or program replacement keys. Our service is limited to vehicle entry only.
1.4 We do not break glass or drill locks. In some cases, we may use specialist tools (such as air wedges, plastic wedges and reach tools etc.), which carry a small risk of cosmetic damage.

2. Proof of Ownership

2.1 You may be required to provide proof of ownership or authority to access the vehicle before any work begins. Acceptable documents include, but are not limited to:

V5 logbook
Insurance certificate
Finance/lease agreement
Breakdown membership card (AA, RAC, etc. with reg number)
Signed letter/authorisation from the registered keeper
Employer confirmation (if it’s a fleet or work van and the driver is an employee)

2.2 We reserve the right to refuse service if satisfactory proof cannot be provided.

3. Call-Outs & Cancellations

3.1 Our services are available 24 hours a day, 7 days a week.
3.2 Standard call-out fees apply. Additional fees are charged for evenings, weekends, and public holidays. (Evenings are considered after 7pm and before 7am)
3.3 If we are unable to gain entry, you will not be charged (No Entry, No Fee).
3.4 We do not currently operate a cancellation policy.

4. Payments

4.1 Payment is due immediately after completion of the service.
4.2 We accept the following payment methods:

Cash
Contactless card payments
Bank transfer

4.3 Failure to make payment may result in legal recovery action.

5. Liability

5.1 We will always use professional methods to minimise risk of damage. However, certain techniques (e.g. air wedges, plastic wedges, reach tools etc.) may carry a risk of cosmetic damage to doors, seals, or locks. You will be consulted on our entry method prior to proceeding with entry.
5.2 By agreeing to proceed, you accept this risk. We will not be held liable for any damage unless caused by proven negligence.
5.3 We do not provide any warranty or guarantee for our services, as they are performed on an emergency call-out basis.

6. Customer Responsibilities

6.1 You must ensure that:

You have the legal right to request entry to the vehicle.
You provide accurate information when booking.
You sign a job sheet to confirm completion of work.

6.2 We reserve the right to refuse service where:

Proof of ownership cannot be verified,
The situation poses a safety risk to our staff, or
The request may involve illegal activity.

7. Data Protection

7.1 We collect and store basic customer details (such as name, phone number, address, and vehicle registration) for record-keeping and security purposes.
7.2 This data may also be used to contact you about new services or promotions. You may opt out at any time by contacting us.
7.3 All personal information is handled in accordance with UK data protection laws.

8. Limitations

8.1 SM Locks is a vehicle entry specialist only. We do not provide key-cutting, programming, or replacement services.
8.2 We cannot be held responsible for delays caused by traffic, weather, or other circumstances beyond our control.
8.3 We reserve the right to amend these Terms & Conditions at any time.

9. Photos and Videos

9.1 For your protection and ours, we may take photographs or videos of the vehicle before, during, and after the entry process. This is solely to evidence the condition of the vehicle and confirm no damage was caused.
9.2 These images will be stored securely as part of our service records.
9.3 With your consent, we may also use photographs or videos for marketing and promotional purposes (e.g., on our website or social media). If you do not wish for your images to be used in this way, please inform us at the time of service.

10. Contact Details

For enquiries or to request a service, please contact us:

📞 Phone: 07405319081
📧 Email: smlocksderby@gmail.com
🏠 Business Address: 107 Wyvern Avenue, Long Eaton, Nottingham, NG10 1AE.