Cancellation Policy
There is no deposit and no cancellation fee. Because nothing is charged until the job is done and confirmed, cancelling costs you nothing.
Cancelling before we travel
Message or call us any time before your arrival window and the job is cancelled. There is no fee, no deposit to forfeit and no obligation to rebook. This includes urgent bookings — if you cancel before we set off, the S$10 surcharge does not apply.
As much notice as you can give is appreciated — the slot goes back into the route and reaches someone else — but late notice does not create a charge.
If we have already arrived
If we have travelled to your address at the agreed window and cannot proceed because there is no access, no one present, or authorisation cannot be shown, we will contact you and reschedule.
We do not charge an attendance fee for a first occurrence. For repeated no-access visits to the same address we may ask that the next appointment be confirmed on the day before we travel.
Rescheduling
Rescheduling is free. Your job moves to the next run that passes your postal sector, and you get a fresh arrival window before we set off.
If we cancel
Occasionally we have to move a visit — a preceding job overruns, access to an estate is restricted, or stock of your model is delayed. We will tell you as early as we can and offer the next available window.
If we cannot supply the model you were quoted, we will offer the nearest equivalent at the quoted price or lower. We will not substitute a cheaper model at the original price. If we cannot make an urgent slot we promised, the S$10 surcharge is dropped.
After installation
Once the lock is fitted and you have confirmed it works, the job is complete and payable. If you are not satisfied, do not confirm it — tell us what is wrong and we will put it right first. That is the entire point of confirming before paying.