TERMS AND CONDITIONS

TERMS AND CONDITIONS OF TRADE

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These Terms and Conditions apply to goods and services supplied by Henry’s Locksmiths / Henry’s Locksmith Service (“Henry’s”, “we”, “us” or “our”).

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By accepting a quotation or estimate, making a booking, instructing us to proceed, paying a deposit, or allowing work to commence, the customer (“you” or “the customer”) agrees to these Terms and Conditions.

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QUOTATIONS, ESTIMATES AND SCOPE OF WORK

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• Quotations and estimates are based on the information, photographs, measurements and descriptions available at the time they are prepared.

• Unless otherwise stated, quotations assume reasonable access and that existing doors, frames, gates, locks, hardware, wiring and surrounding structures are in serviceable condition.

• Additional faults, concealed damage, inaccurate or incomplete information, non-standard construction, additional work requested on site, or circumstances that could not reasonably have been identified beforehand may result in additional charges.

• Where practical, approval will be obtained before material additional work is undertaken.​

• A quotation or locksmith attendance does not constitute a complete security, building or regulatory compliance inspection unless specifically included in the agreed scope of work.

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BOOKINGS AND ARRIVAL TIMES

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• Booking and arrival times are estimates. Traffic, emergency work, access delays and preceding jobs may affect arrival times.

• Where an arrival window is provided, the technician may attend at any reasonable time within that window.

• The customer must provide safe and reasonable access to the work area and ensure that a person authorised to approve the work is available where required.

• Additional attendance, waiting time or return visits caused by lack of access may be charged.

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CANCELLATIONS AND NO ACCESS

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• A cancellation, rescheduling, call-out or attendance fee may apply where:

  • a booking is cancelled at short notice;

  • a technician has already been dispatched;

  • a technician has arrived at the property;

  • access cannot be provided; or

  • the work cannot proceed for reasons outside our reasonable control​.

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• Emergency, after-hours and public-holiday services may be charged at different rates.

• Where attendance has occurred, the applicable minimum attendance or call-out charge remains payable even if the requested repair cannot be completed during that attendance.

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AUTHORITY TO REQUEST LOCKSMITH WORK

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• By requesting entry, opening, rekeying, keying alike, key cutting, lock replacement or other work affecting access to premises, vehicles, safes or secured property, the customer represents that they have lawful authority to request that work.

• Henry’s may request identification, proof of occupancy, ownership, agency or other evidence of authority.

• We reserve the right to refuse or discontinue work where authority cannot reasonably be established or where completing the work may be unlawful, unsafe or inappropriate.

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DESTRUCTIVE ENTRY AND EXISTING PROPERTY

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• Where non-destructive entry is not reasonably possible, drilling, cutting, removal or other destructive methods may be required.

• Where such work is necessary and authorised, unavoidable damage to the affected lock, cylinder or security component is not considered defective workmanship.

• We will take reasonable care when working on existing doors, frames, gates, finishes and hardware.

• Henry’s is not responsible for pre-existing defects, concealed damage, deterioration, weakened or brittle materials, previous modifications, or damage that is reasonably unavoidable when working on defective or aged components.

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CUSTOMER-SUPPLIED PRODUCTS

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• Where the customer supplies a lock, digital lock, hardware or other product, Henry’s warranty is limited to our installation workmanship.

• Unless specifically agreed otherwise, Henry’s does not warrant customer-supplied products or their suitability, compatibility, completeness, reliability, software, firmware, applications, cloud services, accessories or manufacturer support.

• Additional labour resulting from incorrect, incomplete, defective or incompatible customer-supplied products may be charged.

• Removal, assessment or reinstallation associated with a manufacturer warranty claim for a customer-supplied product is chargeable unless otherwise agreed.

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SPECIAL ORDERS AND CUSTOMISED PRODUCTS

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• Deposits may be required for special-order, restricted, keyed, customised or high-value products.

• Subject to rights that cannot be excluded under the Australian Consumer Law, products that have been specially ordered, keyed, cut, programmed, engraved, modified or manufactured for a particular customer or job may not be returnable or cancellable simply because the customer changes their mind.

• Reasonable supplier restocking, freight or cancellation charges resulting from a customer-requested cancellation or change may be passed on where permitted by law.

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PAYMENT AND CREDIT

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• Unless approved credit terms or another payment arrangement has been agreed in writing, payment is due on completion or upon receipt of invoice.

• Approved credit facilities may be suspended or withdrawn where an account becomes overdue.

• Henry’s may decline further bookings, suspend work, withhold further supply or require payment in advance while an account remains overdue.

• The customer may be liable for reasonable debt recovery or collection costs to the extent permitted by law and the applicable agreement.

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OWNERSHIP OF GOODS

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• To the extent permitted by law, ownership of goods supplied by Henry’s does not pass to the customer until all amounts owing for those goods have been paid in full.

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PRODUCT WARRANTY

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• Unless otherwise stated in writing, products and hardware supplied and installed by Henry’s are covered by a 12-month warranty from the date of installation against defects in materials or manufacture, subject to applicable manufacturer warranty conditions and the exclusions contained in these Terms.

• Where a manufacturer provides a longer warranty, the manufacturer’s warranty may continue beyond Henry’s standard 12-month product warranty.

• Labour, travel, removal, reinstallation, freight and other costs associated with a manufacturer warranty claim after Henry’s applicable warranty period may be chargeable unless those costs are expressly covered by the manufacturer.

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WORKMANSHIP WARRANTY

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• Unless otherwise stated in writing, workmanship performed by Henry’s is covered by a 3-month workmanship warranty from the date the work is completed.

• The workmanship warranty applies to faults directly caused by work performed by Henry’s.

• Repairing, servicing or rekeying an existing lock or piece of hardware does not create a warranty over the general condition or remaining service life of that existing product.

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WARRANTY EXCLUSIONS

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• Warranty does not cover faults or damage caused by:

  • normal wear and tear;

  • misuse, abuse or accidental damage;

  • forced or attempted forced entry;

  • vandalism;

  • unauthorised repair, alteration or modification;

  • insufficient maintenance or lubrication;

  • corrosion or contamination;

  • unsuitable environmental or weather exposure;

  • water ingress outside the product’s specified rating;

  • unsuitable, depleted or leaking batteries;

  • incorrect or unstable power supply;

  • electrical surges;

  • third-party wiring or electrical work;

  • building movement;

  • door, gate or frame movement;

  • loose, worn or failing hinges;

  • seasonal expansion or contraction;

  • changes in door clearances or alignment;

  • strike alignment caused by subsequent movement; or

  • other circumstances outside Henry’s reasonable control​

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• Door, gate, frame, hinge or strike adjustments required because of movement occurring after installation are not automatically considered warranty work.

• Where an alignment issue existed immediately following our installation and is directly attributable to our workmanship, it will be addressed under the workmanship warranty.

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DIGITAL AND ELECTRONIC LOCKS

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• Electronic and digital locks may depend on batteries, mains power, electrical wiring, Wi-Fi, Bluetooth, mobile devices, internet connectivity, third-party applications, cloud services, firmware and manufacturer infrastructure.

• Unless expressly included in our scope of work, Henry’s is not responsible for the ongoing operation or availability of third-party networks, applications, servers, integrations or services.

• Failures caused by unsuitable batteries, power supply issues, network changes, account or password issues, software or firmware changes, third-party integrations, water exposure outside the product’s rated conditions or unauthorised modification are not defects in Henry’s workmanship.

• Where an electronic product is installed in an exposed or harsh environment contrary to its specified environmental rating or our recommendation, failures caused by that exposure are not covered by our workmanship warranty.

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WARRANTY CLAIMS AND ATTENDANCE

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• Customers requesting warranty service may be required to provide photographs, video, error messages or reasonable troubleshooting information before an attendance is arranged.

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• If Henry’s attends for a reported warranty issue and the problem is found to:

  • be unrelated to our supplied product or workmanship;

  • fall outside the applicable warranty;

  • have been caused by an excluded condition; or

  • have no identifiable fault;​

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• the applicable call-out, labour and material charges may be payable.

• Nothing in this section limits any rights or remedies available under the Australian Consumer Law.

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DOOR, GATE AND FRAME MOVEMENT

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• Doors, gates, frames and associated structures may move over time due to weather, temperature, building movement, hinge wear, usage or other factors.

• Adjustment required as a result of subsequent movement is considered maintenance and is not automatically covered by the warranty on a lock or previous locksmith work.

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KEYS, REKEYING AND EXISTING LOCKS

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• Henry’s may refuse to key new or serviced locks to an existing key that is worn, damaged, unsuitable or unreliable where doing so could reasonably compromise the operation, security or reliability of the lock.

• Restricted and master-key systems may be subject to separate identification, authorisation and key-control requirements.

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SECURITY

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• Locks, keys, access-control products and security hardware are designed to reduce security risks but cannot guarantee against burglary, theft, forced entry, unauthorised access or other loss.

• Unless specifically engaged to conduct a security assessment, Henry’s does not warrant that a particular property or security arrangement is suitable against every foreseeable threat.

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COMPLIANCE AND SAFETY

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• Henry’s may refuse to perform work that we reasonably believe would be unsafe, unlawful, non-compliant or likely to create an unacceptable security or emergency-egress risk.

• Where an existing condition appears unsafe or non-compliant, Henry’s may recommend corrective work and/or record the condition on a quotation, work order, service report or invoice.

• Attendance for a particular locksmith task does not make Henry’s responsible for unrelated building, fire, electrical, accessibility, planning or regulatory compliance matters outside the agreed scope of work.

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LIABILITY

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• Nothing in these Terms excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded, restricted or modified, including rights under the Australian Consumer Law.

• Subject to those non-excludable rights, Henry’s is not responsible for indirect or consequential loss arising from circumstances outside our reasonable control, third-party systems or services, pre-existing defects, or failure by the customer to follow reasonable operating, maintenance or security instructions.

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AUSTRALIAN CONSUMER LAW

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• Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

• The warranties described in these Terms are additional to, and do not replace or limit, any rights or remedies available under the Australian Consumer Law.

• To make a warranty claim, contact Henry’s Locksmiths using the contact details shown on your quotation, invoice or our website. Please provide the relevant job details, a description of the problem and any reasonably requested photographs or video so the issue can be assessed.

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PRIVACY

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• Personal information collected in connection with an enquiry, booking, job, account or warranty claim may be used for providing services, administration, invoicing, debt recovery, customer communication, record keeping and other purposes reasonably connected with our business, subject to applicable privacy laws.

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GENERAL

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• If any provision of these Terms is invalid or unenforceable, the remaining provisions continue to apply to the extent permitted by law.

• Failure by Henry’s to enforce a provision on one occasion does not waive that provision on another occasion.

• These Terms may be updated from time to time. The Terms applicable to a particular job are the version provided, linked or otherwise made available in connection with that job, subject to any separately agreed written terms.

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