Terms of Service
1. Agreement to these terms
These terms apply to your use of this website and to any locksmith work coordinated by Steven's Locksmiths ("we", "us", "our"). By requesting a quote, booking work or allowing a technician to attend, you agree to these terms.
2. Our role — service coordination and referral
Steven's Locksmiths operates as a service coordination and referral platform. We take your enquiry, quote the job and arrange for a technician to attend. The locksmith work itself is performed by independent subcontractor technicians who are not our employees. Those technicians are responsible for the manner in which they carry out the work, for their own tools and vehicles, and for their own obligations.
3. Proof of entitlement
Before opening any property or vehicle, the attending technician may require identification and evidence that you are entitled to access it. Work may be refused if satisfactory evidence is not provided. The call-out fee remains payable in that case.
4. Pricing, call-out fee and quotes
A flat $35 call-out fee applies to every attendance and is payable whether or not the work proceeds. The cost of the work itself is quoted before it begins. Quotes given over the phone are estimates based on the information you provide and may change once the technician inspects the job on site; you will be told before any additional cost is incurred.
Arrival times, including our 25 minute average, are estimates only and depend on traffic, weather and demand. Operating hours are 7am–midnight, 7 days.
5. Payment and chargebacks
Payment is due on completion of the work unless we have agreed in writing to invoice you. Invoiced amounts are payable by the due date shown on the invoice. We may charge reasonable costs of recovery on overdue amounts.
If you dispute a charge, you must contact us first at office@stevenslocksmiths.com.au so we can attempt to resolve it. Initiating a chargeback or payment reversal for work that was completed and accepted is a breach of these terms. Where a chargeback is raised without first raising the issue with us and the work was performed as agreed, you remain liable for the amount charged together with any fees, administrative costs and recovery costs we incur.
6. Cancellations and access
If you cancel after a technician has been dispatched, or nobody is present to provide access at the agreed time, the call-out fee remains payable.
7. Damage disclaimer
Locks, doors, frames, vehicles and their components may be old, worn, previously damaged, poorly installed or of unknown quality. Some openings and repairs cannot be completed without damage to a lock, cylinder, latch, handle, door, frame or trim. By authorising work you accept that risk.
Where the technician forms the view that destructive entry or replacement is required, you will be told before that work is performed. We are not responsible for pre-existing damage, for damage arising from defects or weaknesses in the property or vehicle, or for damage that is an unavoidable consequence of work you authorise.
8. Limitation of liability
Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. Subject to that:
To the maximum extent permitted by law, our total aggregate liability arising out of or in connection with the work, this website or these terms is limited, at our election, to resupplying the relevant service or paying the cost of having it resupplied, and in any event will not exceed the amount you paid for the job in question.
To the maximum extent permitted by law, we are not liable for indirect, special or consequential loss, loss of profit, loss of revenue, loss of opportunity, loss of data or loss arising from delay, including delay caused by traffic, weather, demand or circumstances beyond our reasonable control.
9. Indemnity
You indemnify us and our personnel against any claim, loss, damage, cost or expense we suffer arising from your breach of these terms, from any inaccurate information you provide, from your failure to hold or prove entitlement to access a property or vehicle, or from your misuse of any keys, codes or credentials provided as part of the work.
10. Intellectual property
All content on this website — including text, layout, graphics, icons, logos and the Steven's Locksmiths name — is owned by us or our licensors and is protected by copyright and other intellectual property laws. You may view and print pages for your own personal or internal business use. You must not copy, reproduce, republish, adapt, scrape or commercially exploit any part of this website without our prior written consent.
11. Website content
Information on this website is provided for general guidance only and may change without notice. It does not form part of a quote until confirmed by us for your specific job.
12. Governing law
These terms are governed by the laws of Victoria, Australia, and you submit to the non-exclusive jurisdiction of the courts of that state.
13. Contact
Questions about these terms: Steven's Locksmiths, Hawthorn, VIC — office@stevenslocksmiths.com.au or (03) 4422 4366 (7am–midnight, 7 days).