Terms of Service

1. Agreement to Terms

By accessing or using LokOut ("we", "us", "our"), you agree to these Terms of Service and our Privacy Policy. If you do not agree, you may not use our service.

These terms constitute a legally binding agreement between you ("you", "customer", "user") and LokOut.

2. Service Description

2.1 What We Do

LokOut operates as an emergency locksmith dispatch and coordination service. We:

• Connect customers with independent, DBS-checked locksmiths
• Coordinate emergency lockout services 24/7 across the UK
• Process dispatch fees and manage booking logistics
• Provide customer support and service coordination

2.2 What We Are NOT

2.3 Service Coverage

We operate throughout the United Kingdom. Service availability varies by location, time of day, and locksmith availability. While we operate 24/7, we cannot guarantee service in all areas at all times.

3. Fees, Payments, and Charges

3.1 Dispatch Fee (£25)

Key Points:

• The £25 dispatch fee is charged upfront when you confirm your booking
• This fee is paid to LokOut, not the locksmith
• It does not cover the locksmith's service fees
• Payment is processed securely through Stripe

3.2 Locksmith Service Fees (Paid Separately)

The locksmith's service fee is separate and paid directly to the locksmith upon completion of work. You will receive a quote before any work begins, and no work will proceed without your approval.

3.3 Payment Methods

• Dispatch Fee: Paid by card via Stripe (Visa, Mastercard, Amex accepted)
• Locksmith Fee: Paid directly to the locksmith (typically cash or card, confirm with your locksmith)

4. Refund and Cancellation Policy

4.1 When You Can Get a Full Refund

4.2 When Refunds Are NOT Available

The £25 dispatch fee is non-refundable if:

• A locksmith has been assigned and is en route to your location
• You are not present at the location when the locksmith arrives
• You refuse service after the locksmith arrives (unless the quote is unreasonable)
• You cannot provide proof of ownership or authorization
• You provided incorrect location or contact information
• You cancel after a locksmith has been dispatched (you may still be charged for the locksmith's call-out fee)

4.3 How to Request a Refund

Contact us at support@dispatchlock.co.uk with your job reference code. Eligible refunds are processed within 5-10 business days to your original payment method.

5. Service Availability and Response Times

5.1 Operating Hours

LokOut operates 24 hours a day, 7 days a week, including nights, weekends, and bank holidays. However, locksmith availability varies by location and time.

5.2 Response Times

While we aim for fast response times, we do not guarantee specific arrival times. Factors affecting response times include:

• Your geographic location (urban vs. rural)
• Time of day and current demand
• Locksmith availability in your area
• Traffic and weather conditions
• Complexity of the job

Most customers report arrival times within 30-60 minutes, but this is an average and not a guarantee. The assigned locksmith will contact you with an estimated arrival time.

5.3 45-Minute Refund Guarantee

If we cannot secure an available locksmith within 45 minutes of your booking, we will issue a full refund of the £25 dispatch fee automatically.

6. Your Responsibilities as a Customer

6.1 Information Accuracy

You must provide:

• Accurate name, phone number, and postcode
• Correct and detailed location information
• Truthful description of the situation

False or inaccurate information may result in delayed service, service denial, or forfeiture of your dispatch fee.

6.2 Availability and Access

You must:

• Be present at the location when the locksmith arrives
• Answer your phone when the locksmith or LokOut calls
• Provide safe and reasonable access to the property
• Wait at the location – do not leave before the locksmith arrives

6.3 Proof of Ownership/Authorization

You must be able to provide reasonable proof that you:

• Own the property, or
• Are a tenant with the right to access, or
• Have authorization from the owner (e.g., for vehicle lockouts)

Acceptable proof includes: driving license with matching address, bank statement, utility bill, rental agreement, or vehicle registration documents. Locksmiths reserve the right to refuse service if adequate proof cannot be provided.

6.4 Payment to Locksmith

You are responsible for paying the locksmith directly for their services upon completion. Failure to pay the locksmith is a matter between you and the locksmith – LokOut is not responsible for disputes over locksmith fees.

6.5 Conduct

You agree to treat locksmiths and LokOut staff with respect. We have a zero-tolerance policy for:

• Abusive, threatening, or discriminatory behavior
• Violence or intimidation
• Sexual harassment
• Intoxication that creates a safety concern

We reserve the right to refuse service and ban users who violate this policy, with no refund.

7. Locksmith Independence and Service Quality

7.1 Independent Contractors

All locksmiths are independent contractors operating their own businesses. They are not employees, agents, or representatives of LokOut. We act solely as a coordination and dispatch platform.

7.2 Vetting Process

We make reasonable efforts to vet locksmiths, including:

• DBS (Disclosure and Barring Service) checks
• Verification of trade credentials
• Review of insurance and business registration

However, LokOut does not guarantee the quality, timeliness, or conduct of locksmith services.

7.3 Service Disputes

Disputes regarding the quality of work, damage to property, pricing, or conduct are between you and the locksmith. LokOut is not liable for locksmith actions but will assist in resolving disputes where possible. Report issues to support@dispatchlock.co.uk within 48 hours.

8. Limitation of Liability

8.1 Maximum Liability

8.2 No Liability For

LokOut is not liable for:

• Actions, omissions, conduct, or quality of work by independent locksmiths
• Damage to property caused by locksmiths
• Delays in locksmith arrival
• Locksmith pricing or fee disputes
• Failure to gain entry to a property
• Loss of property or belongings
• Consequential damages (lost wages, hotel costs, etc.)
• Emotional distress or inconvenience
• Service unavailability in specific areas or times

8.3 Indemnification

You agree to indemnify and hold LokOut harmless from any claims, damages, or expenses arising from your use of the service, including disputes with locksmiths, property damage claims, or violations of these terms.

9. Prohibited Uses

9.1 You May NOT Use Our Service To:

• Gain unauthorized access to any property, vehicle, or premises you do not own or have permission to access
• Commit or facilitate any illegal activity including burglary, theft, or trespass
• Provide false information or impersonate another person
• Abuse, harass, or threaten locksmiths or staff
• Attempt to defraud LokOut or payment processors (chargebacks for legitimate services)
• Reverse engineer, hack, or compromise our platform or security measures
• Use automated systems (bots, scripts) to submit bookings

9.2 Consequences of Prohibited Use

Violation of prohibited uses may result in immediate service termination, no refund, account ban, and reporting to law enforcement authorities. We cooperate fully with police investigations.

10. Data Protection and Privacy

Your use of LokOut is also governed by our Privacy Policy, which explains how we collect, use, and protect your personal information in accordance with UK GDPR and the Data Protection Act 2018. By using our service, you consent to our Privacy Policy.

11. Intellectual Property

All content on the LokOut website and platform, including text, graphics, logos, design, and software, is the property of LokOut and protected by UK and international copyright and trademark laws. You may not copy, reproduce, distribute, or create derivative works without our express written permission.

12. Modifications to Service and Terms

12.1 Service Changes

We reserve the right to modify, suspend, or discontinue any aspect of our service at any time, with or without notice. We are not liable for any modification, suspension, or discontinuation of the service.

12.2 Changes to Terms

We may update these Terms of Service from time to time. Material changes will be notified via email or prominent notice on our website. Continued use of the service after changes constitutes acceptance of the new terms. The "Last Updated" date at the top of this page reflects the most recent revision.

13. Dispute Resolution

13.1 Informal Resolution

If you have a dispute with LokOut, please contact us first at support@dispatchlock.co.uk. We will make reasonable efforts to resolve the issue informally within 14 days.

13.2 Alternative Dispute Resolution (ADR)

If we cannot resolve your complaint, you may refer the matter to an alternative dispute resolution (ADR) provider. We are not obliged to use ADR but may agree to do so on a case-by-case basis.

13.3 Small Claims Court

For disputes involving amounts up to £10,000, you may pursue a claim in the Small Claims Court.

14. Governing Law and Jurisdiction

These Terms of Service are governed by and construed in accordance with the laws of England and Wales.

Any disputes arising from these terms or your use of the service shall be subject to the exclusive jurisdiction of the courts of England and Wales. However, consumers in Scotland or Northern Ireland may also bring proceedings in their local courts.

15. Consumer Rights (UK)

Nothing in these terms affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015. If any provision of these terms is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full effect.

16. Severability

If any provision of these terms is held to be invalid, illegal, or unenforceable, the validity, legality, and enforceability of the remaining provisions shall not be affected.

17. Entire Agreement

These Terms of Service, together with our Privacy Policy, constitute the entire agreement between you and LokOut regarding the use of our service and supersede all prior agreements and understandings.

18. Contact Information

For questions about these Terms of Service or to report issues:

By using LokOut, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.