Last updated: 30 July 2026
At Keys To The City, we aim to provide professional, reliable and transparent locksmith services. These Terms & Conditions of Service explain the basis on which we provide our services and are intended to ensure that both our customers and our business have a clear understanding of their responsibilities.
For the purposes of these Terms & Conditions, Keys To The City Pty Ltd is referred to as “Keys To The City”, “we”, “us” or “our”.
By requesting, booking, authorising or accepting services from Keys To The City, you agree to these Terms & Conditions, subject to any separate written agreement between you and us.
1. Locksmith Services
Keys To The City provides mobile locksmith and related security services.
The particular services to be performed will be based on the customer’s request, the information available to us, our assessment of the work required and any quotation or agreement made before or during the job.
The scope of work may change where additional issues become apparent after inspection or once work has commenced. Where reasonably practicable, we will explain any material change to the work or price and obtain the customer’s approval before proceeding with additional work.
We reserve the right to refuse or discontinue work where we reasonably believe that performing the requested service would be unsafe, unlawful, inappropriate or outside the scope of services we are able to provide.
2. Quotations and Pricing
Where a price or quotation is provided before work begins, it will be based on the information reasonably available to us at that time.
A quotation may be subject to change where:
- the information originally provided was incomplete or inaccurate;
- the condition or configuration of the lock, door, hardware or installation differs materially from what was described;
- additional faults or work become apparent during inspection or performance of the service;
- the customer requests additional or different work; or
- additional parts, materials or labour are reasonably required.
Where reasonably practicable, we will advise the customer of material additional costs before carrying out work outside the originally agreed scope.
Unless otherwise stated, prices are in Australian dollars and include GST where applicable.
3. Deposits and Special-Order Materials
For quoted work requiring parts, hardware or materials to be specially ordered or obtained for a particular job, Keys To The City may require a deposit before confirming the booking or ordering those items.
The amount of any required deposit will be communicated to the customer before payment is requested.
Special-order, custom-made or specifically procured items may not be refundable where they cannot reasonably be returned or reused, subject always to the customer’s rights under the Australian Consumer Law.
Where a customer cancels work after special-order materials have been ordered, any refund or amount payable will take into account reasonable costs already incurred by Keys To The City and any ability to cancel, return or reuse the materials.
4. Payment
Unless otherwise mutually agreed before the work is performed, payment is due immediately upon completion of the job.
Payment may be made using the payment methods accepted by Keys To The City at the time of service.
Where alternative payment arrangements, account terms or invoicing arrangements have been agreed in advance, payment must be made in accordance with those agreed terms.
The customer is responsible for ensuring that they are authorised to approve the work and incur the associated charges where services are requested on behalf of another person, business, property owner or organisation.
5. Cancellations and Call-Outs
We understand that circumstances can change, particularly during lockouts and other urgent situations.
Keys To The City will not ordinarily charge a cancellation fee where a customer cancels before we arrive at the service location.
Where a customer cancels the requested service after Keys To The City has arrived at the service location, a cancellation or call-out fee of up to $50 may be charged at our discretion as a reasonable contribution toward travel, time and administrative costs already incurred.
6. Customer Identity and Authority
The customer is responsible for ensuring that they have lawful authority to request the locksmith services being performed.
Because locksmith services may involve gaining access to or modifying the security of a property, premises or vehicle, Keys To The City may request reasonable evidence of the customer’s identity and authority before commencing or completing work.
This may include photographic identification and evidence of ownership, occupancy, tenancy, agency, employment or other lawful authority.
In some circumstances, we may ask the customer to complete and sign a Customer Identity & Access Authority Declaration.
Keys To The City may refuse, delay or discontinue work where we are not reasonably satisfied that the person requesting the service has lawful authority to do so or where the circumstances give rise to reasonable security or safety concerns.
Providing false or misleading information regarding identity, ownership, occupancy or authority may result in the service being refused or discontinued and may be reported to the appropriate authorities where reasonably necessary or required by law.
7. Gaining Entry and Lockout Services
Keys To The City will generally seek to gain entry using non-destructive methods wherever reasonably practicable. The majority of lockout and gain-entry services can be completed without causing damage to the lock, door or associated hardware.
Our approach is to assess the circumstances and use appropriate non-destructive locksmith techniques before considering destructive entry.
In some circumstances, however, non-destructive entry may not be reasonably possible. This may occur where:
- a lock or its internal mechanism has failed or become damaged;
- a component is seized, broken or otherwise mechanically inoperable;
- a lock, cylinder or other component has been incorrectly installed or modified in a way that prevents normal access, removal or servicing;
- the design or condition of the security hardware prevents it from being accessed or manipulated using reasonable non-destructive methods; or
- reasonable non-destructive methods have been attempted and exhausted without successfully resolving the issue.
Where an internal mechanism or component has mechanically failed, non-destructive entry techniques may be unable to operate the lock as intended. Similarly, some incorrectly installed, damaged or modified components may only be accessed, removed or replaced using destructive methods.
In these circumstances, destructive entry is used as a last resort where it is reasonably necessary to gain access, remove a failed component or complete the required repair or replacement.
Where destructive methods are reasonably necessary, Keys To The City will aim to limit damage to the affected lock or component as far as reasonably practicable and, where circumstances permit, explain the proposed method and any likely replacement requirements to the customer before proceeding.
8. Existing Locks, Doors, Hardware and Installations
When performing work on existing locks, doors, frames, hardware or security installations, Keys To The City may encounter components that are worn, damaged, incorrectly installed, modified, incompatible, deteriorated or otherwise not installed or maintained in accordance with manufacturer specifications or accepted practices.
Where reasonably practicable, we will advise the customer if we identify an existing condition that may materially affect the performance, reliability or outcome of the requested work.
Keys To The City does not provide a warranty in respect of pre-existing defects or the condition, performance or service life of components or workmanship that we did not originally supply or install. However, this does not affect our responsibility for any loss, damage or failure caused by work performed by us or any rights available under the Australian Consumer Law.
Any warranty relating to work performed by Keys To The City applies to the work actually performed by us and does not extend to pre-existing defects, deficiencies or unrelated components, except to the extent that our work causes or contributes to a problem.
If we recommend replacement, repair or additional rectification because an existing component or installation is defective, unsuitable or unsafe and the customer elects not to proceed with that recommendation, we are not responsible for subsequent problems arising from that identified existing condition to the extent permitted by law.
9. Parts and Hardware
Parts and hardware supplied by Keys To The City may be covered by a manufacturer’s warranty.
Any manufacturer’s warranty is subject to the applicable manufacturer’s terms, conditions and warranty period.
Where a product supplied by Keys To The City appears to be defective, please contact us so that we can assess the issue and provide or assist with an appropriate remedy where required.
Manufacturer warranties apply in addition to, and do not replace or exclude, any rights and remedies available under the Australian Consumer Law.
10. Workmanship
Keys To The City stands behind the quality of its workmanship.
If you believe there is a problem arising from work performed by us, please contact us within a reasonable time after becoming aware of the issue so that we have an opportunity to inspect and assess it.
Our workmanship warranty does not cover problems to the extent they are caused by circumstances outside the work performed by us, including:
- subsequent alteration, removal, adjustment or repair by another person;
- misuse, abuse or accidental damage;
- normal wear and tear;
- lack of reasonable maintenance;
- building, door or frame movement;
- environmental conditions;
- pre-existing faults or defects;
- failure of components not supplied or installed by us; or
- work performed by another tradesperson, contractor or third party after our service.
For example, where a lock or item of hardware installed by Keys To The City is subsequently removed, altered or reinstalled by another person, we cannot guarantee that subsequent installation or alteration.
11. Customer-Supplied Parts and Hardware
Where Keys To The City agrees to install or work with parts or hardware supplied by the customer, the customer is responsible for the suitability, compatibility, quality and completeness of those items unless we have expressly advised otherwise.
We may refuse to install customer-supplied hardware where we reasonably consider it unsuitable, incompatible, unsafe, defective or inappropriate for the intended application.
Unless the issue results from our workmanship, Keys To The City is not responsible for defects, failures, compatibility issues or warranty claims relating to customer-supplied products.
12. Arrival Times and Delays
Any arrival time or estimated time of arrival provided by Keys To The City is an estimate based on the circumstances reasonably known to us at the time.
We make reasonable efforts to attend within the estimated timeframe but cannot guarantee an exact arrival time.
Delays may occur due to traffic, weather, road conditions, emergency jobs, previous jobs taking longer than expected, availability of parts or other circumstances outside our reasonable control.
Where practical, we will endeavour to keep the customer informed of material delays.
13. Customer Property and Existing Damage
Keys To The City takes reasonable care when performing locksmith services.
Customers should advise us of any known defects, damage, unusual conditions or special requirements relating to the property, door, lock, frame, hardware or surrounding area before work begins.
We are not responsible for pre-existing damage or defects that were not caused by our services.
In some circumstances, the nature of the requested locksmith work may involve an unavoidable risk of damage, particularly where destructive entry, removal of failed hardware or work on damaged or incorrectly installed components is necessary.
Where such damage is reasonably foreseeable and circumstances permit, we will endeavour to explain the risk before proceeding.
14. Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
Without limiting those rights, services supplied by Keys To The City will be provided with due care and skill, will be reasonably fit for any purpose made known to us where the applicable consumer guarantee applies, and will be supplied within a reasonable time where no time for supply has been agreed.
To the extent permitted by law, Keys To The City is not responsible for loss or damage caused by matters outside our reasonable control or circumstances for which we would not otherwise be legally responsible.
15. Privacy
Keys To The City may collect and handle personal information in connection with enquiries, bookings, locksmith services, identity and authority verification, payments and business administration.
Personal information is handled in accordance with our Privacy Policy, available on our website.
16. Changes to These Terms & Conditions
Keys To The City may update these Terms & Conditions from time to time to reflect changes to our services, business practices, legal obligations or operating requirements.
The current version will be published on our website with the date it was last updated.
Terms applicable to a particular service will generally be those in effect when that service is booked or agreed, unless otherwise agreed or required by law.
17. Governing Law
These Terms & Conditions are governed by the laws of New South Wales and the Commonwealth of Australia, as applicable.
18. Contact Us
Keys To The City Pty Ltd
Phone: 0404 33 22 66
Email: info@keystothecity.com.au
For questions regarding these Terms & Conditions or our services, please contact us using the details above.