1. Introduction
Welcome to LockAidPro. These Terms and Conditions govern your use of our website and services. By accessing or using our website and services, you agree to comply with and be bound by these Terms and Conditions. If you do not agree with any part of these terms, you must not use our website or services.
2. Definitions
a. “Company” means LockAidPro (trading as LockAidPro) and its officers, employees and contractors.
b. “Client” means the person (individual or entity) who requests Services or places an Order via the Website.
c. “Services” means the on-site work we perform, including lock repairs/replacements, rekeying, lock installations (residential/commercial), door closer installation, and smart lock installation. (We do not offer supply-only)
d. “Website” means https://lockaidpro.com.au and any subdomains.
e. “Products” means door hardware we sell together with Installation (for example, deadbolts and smart deadbolts).
f. “Order” means a purchase of Products with Installation placed via the Website checkout.
g. “Installation” means on-site fitting and basic commissioning of the Products at the Premises you specify.
h. “Booking” means the appointment you select or we confirm (using our online scheduler) for Installation.
i. “Lead time” means the time needed to source Products before Installation.
j. “Service Area” means the Melbourne suburbs we attend, as listed on the Website.
2A. Interpretation
a. Headings do not affect interpretation. b. The singular includes the plural and vice versa.
c. “Including” and “includes” are not limiting. d. “Or” is not exclusive.
e. A reference to legislation includes amendments and replacements.
f. Currency is AUD. g. Business Day means a day other than a Saturday, Sunday or public holiday in Victoria.
h. Time references are to Melbourne, Victoria.
3. Use of Services
a. Eligibility: You must be at least 18 years old to use our services. By using our services, you represent and warrant that you meet this age requirement.
b. Service Requests: To request our services, you must provide accurate and complete information. You are responsible for maintaining the confidentiality of any account information and for all activities that occur under your account.
c. Service Limitations: We reserve the right to refuse service, terminate accounts, or cancel orders at our discretion, including but not limited to cases where we believe that conduct violates applicable law or is harmful to our interests.
d. Online Orders. Orders are for Products with Installation included. We do not ship Products and we do not sell supply-only.
e. Acceptance. Your Order is an offer to buy. We accept by email/SMS after checks for availability, Service Area and compatibility. If we cannot accept, we will refund promptly.
f. Booking. After checkout you may select a Booking via our scheduler. We may adjust the Booking for sourcing/compatibility.
g. Access. An adult must be present at the Premises and provide safe, reasonable access within the arrival window.
h. Service Area. We attend only within the Service Area; Orders outside may be declined or re-quoted.
3A. Product Information & Compatibility
a. Client information. Before Booking, you must provide door thickness, backset, bore size, handing, and clear photos of door/edge/strike.
b. Pre-existing condition. We rely on your information and what we reasonably observe on site. If the door/frame is out of tolerance or damaged and Installation cannot proceed, we will explain options and any costs before continuing.
c. Variations. If extra works are needed (for example, drilling a new bore, minor chiselling), we will quote a variation and proceed only with your approval. Painting/patching is excluded.
d. Specs & images. Product images/specs may change with supplier updates; any material change will be advised before Installation.
3B. Availability & Lead Times
a. On-demand sourcing. We source Products after checkout. Some items are available next Business Day; some (including certain smart locks) require ~1 week.
b. Changes. If availability changes, we may adjust the Booking or offer a refund.
3C. Installation Scope & Exclusions
a) Included: removal of old hardware (if any), fitting the Product, basic functional checks, and (for smart locks) basic pairing to your mobile device.
(b) Not included: painting/patching, electrical wiring, carpentry beyond minor mortise/strike adjustments, network/Wi-Fi setup, ongoing app support, or integrations with third-party systems.
(c) Clean-up: we tidy the work area and remove packaging/offcuts.
3D. Variations & Additional Charges
If on-site conditions differ from information provided or reasonable expectations (for example, a new bore is required, frame is out of tolerance), we will quote a variation. We will proceed only with your approval. If you decline, we may cease work and charge a reasonable call-out for time/attendance
4. Payment Terms
a. Pricing: All prices for our services are quoted in Australian Dollars (AUD) and do not include GST as we are not registered for GST. Prices are subject to change without notice. A surcharge may be applied for services provided outside regular business hours, on weekends, and on public holidays. We will inform you of any applicable surcharges before commencing work.
b. Payment Methods: We accept the following payment methods:
- Credit cards (Visa, Mastercard, American Express)
- Debit cards
- Bank transfer
- Pay ID (using hello@lockaidpro.com.au)
- Cash (for in-person services only)
c. Payment Terms: Payment for services is due at the time the service is rendered unless otherwise agreed upon in writing. For ongoing or large-scale projects, we may require a deposit or progress payments, which will be clearly communicated and agreed upon before work commences.
d. Late Payments: Late payments will incur additional charges. We reserve the right to charge interest on overdue amounts at a rate of 2% per month or the maximum rate permitted by law, whichever is lower. Additionally, a late payment fee of $50 may be applied to any account that remains unpaid after 30 days.
e. Non-Payment: If payment is not received within the agreed timeframe, we reserve the right to:
- Suspend or terminate ongoing services
- Withhold any products or materials related to the service
- Pursue legal action to recover the debt
f. Invoicing: We will provide a receipt for all payments received. As we are not registered for GST, our invoices will not include GST and cannot be used as tax invoices for GST purposes.
g. Pricing Disputes: If you believe there is an error in your invoice, please contact us within 7 days of receiving the invoice. We will review the dispute and respond within 14 business days.
h. Third-Party Fees: Any fees charged by your bank or payment provider (such as international transaction fees) are your responsibility and are not included in our pricing.
i. Price Estimates: Any price estimates provided before service delivery are subject to change based on the actual work required. We will inform you of any significant deviations from the estimate before proceeding with the work.
Payments for Online Orders (Products + Installation)
j. Methods. Online Orders are paid at checkout via Stripe (cards) or Afterpay via Stripe. Cash, bank transfer and PayID are not available for Online Orders.
k. Timing. Payment is taken at checkout to secure sourcing and a Booking.
l. Price. Once we accept your Order, the price is fixed for that Order.
m. Third-party terms. Your use of Stripe/Afterpay is subject to their terms and privacy notices. Nothing in this clause limits your rights under the Australian Consumer Law.
5. Cancellations and Refunds
a. Cancellation Policy: Clients may cancel their service request by contacting us directly. Cancellation fees may apply depending on the timing and nature of the cancellation.
b. Refunds: Refunds are provided at our discretion and in accordance with Australian Consumer Law. If you believe you are entitled to a refund, please contact us with details of your request.
c. Cancelling an Online Order.
• Before sourcing: full refund.
• After sourcing (or if special-order/non-returnable): refund less supplier return fees or non-returnable amounts (we will provide evidence on request).
• After Installation: change-of-mind refunds do not apply. Your rights under the Australian Consumer Law (ACL) remain.
d. Rescheduling & No-show. You may reschedule once at no cost with reasonable notice. If we attend and Installation cannot proceed due to no access, unsafe conditions or incorrect/missing measurements, we may charge a reasonable call-out for time/attendance.
6. Warranty and Consumer Guarantees
a. Service Performance: We strive to provide high-quality services that meet your specific requirements. We strive to provide high-quality services that meet your specific requirements. Under Australian Consumer Law, you are entitled to certain guarantees in relation to the services we provide, including that the services will be provided with due care and skill, be fit for a particular purpose, and be completed within a reasonable time.
b. Minor vs. Major Issues:
Minor Issues are problems that can be fixed relatively easily and do not prevent the overall service from meeting the client’s needs. Examples include:
- A newly cut key that requires minor adjustments to work smoothly
- A lock that needs minor lubrication after installation
- Small cosmetic issues that don’t affect the functionality of the lock
Major Issues are significant problems that prevent the service from meeting the client’s needs or pose security risks. Examples include:
- A newly installed lock that fails to secure the door properly
- A safe that cannot be opened after our attempt to unlock it
- Damage to the door or surrounding area during lock installation
c. Remedies for Failures:
For Minor Issues: We will offer to repair or re-supply the service at no additional cost. This may include:
- Adjusting a newly cut key
- Re-lubricating a lock
- Making minor adjustments to an installed lock
For Major Issues: You may choose to:
- Receive a full refund and cancel the service contract
- Have the service re-supplied at our expense
- Keep the service and receive compensation for the drop in value
d. Warranty Coverage:
Our warranty covers:
- Workmanship related to our locksmith services for 90 days from the service date
- Proper functioning of locks we’ve installed or repaired for 90 days
- The integrity of keys we’ve cut for 30 days
Our warranty does not cover:
- Normal wear and tear
- Damage caused by misuse, abuse, or neglect
- Issues arising from attempted DIY repairs or modifications
- Problems caused by severe weather conditions or natural disasters
- Consumable items like batteries in electronic locks
- Connectivity, Wi-Fi, mobile apps, account setup, or third-party platform changes relating to smart locks (we assist with basic pairing at Installation).
- Batteries and other consumables (already partly referenced).
e. Manufacturer’s Warranty: For products we supply and install (e.g., new locks), the manufacturer’s warranty applies in addition to our service warranty. We’ll provide details of the manufacturer’s warranty at the time of service.
e1. Manufacturer’s Warranty Process. Where a manufacturer’s warranty applies, we will assist you to lodge a claim with the manufacturer or supplier and attend within our standard service scope if required.
f. How to Claim: To make a warranty claim or report an issue:
- Contact us within the warranty period via phone or email
- Provide your invoice number and a detailed description of the issue
- We will assess the claim and schedule a service call if necessary
- If the issue is covered, we’ll perform the necessary repairs at no cost
g. Response Time for Claims:
- For security-critical issues, we aim to respond within 24 hours
- For non-critical issues, we’ll respond within 3 business days
h. Voiding of Warranty: Our warranty may be voided if:
- The lock or key has been tampered with or modified
- The issue is caused by improper use or maintenance
- Unauthorized repairs have been attempted
i. Additional Services: If we determine that the issue is not covered under warranty, we’ll provide a quote for any necessary repairs or services before proceeding.
j. Consumer Rights: Our warranty is in addition to your rights under Australian Consumer Law. Nothing in this warranty is intended to exclude, restrict, or modify any rights you may have under the Australian Consumer Law.
7. Limitation of Liability
a. To the extent permitted by law, LockAidPro’s liability for any claim arising from or in connection with our services or these Terms and Conditions, whether arising in contract, tort (including negligence), statute, or otherwise, is limited to:
i. The re-supply of the services; or ii. The cost of having the services supplied again.
b. LockAidPro will not be liable for any indirect, incidental, special, or consequential damages, including but not limited to loss of profits, revenue, data, or use, incurred by you or any third party, whether in an action in contract or tort, even if we have been advised of the possibility of such damages.
We are not responsible for loss of data, app settings or third-party account issues associated with smart locks, except to the extent required by law.
c. Nothing in these Terms and Conditions is intended to exclude, restrict or modify rights which you may have under the Australian Consumer Law or other legislation which may not be excluded, restricted or modified by agreement.
d. If the Australian Consumer Law applies to the supply of our services, our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: i. To cancel your service contract with us; and ii. To a refund for the unused portion, or to compensation for its reduced value.
e. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
f. To the fullest extent permitted by law, LockAidPro disclaims all warranties, express or implied, including but not limited to implied warranties of merchantability and fitness for a particular purpose.
g. LockAidPro’s total liability for any claim arising from or relating to these Terms and Conditions or our services shall not exceed the total amount paid by you to LockAidPro for the specific service giving rise to the claim.
7A. Risk & Title in Goods
a. Title to the Products passes to you on full payment.
b .Risk in the Products passes on completion of Installation at the Premises.
7B. Indemnity (targeted; ACL-aware)
To the extent permitted by law, you indemnify us against loss arising from your breach of these terms, unlawful conduct, or incorrect information/access provided, except to the extent caused by our negligence or breach. This clause is subject to the Australian Consumer Law.
8. Intellectual Property
a. Ownership: All content, trademarks, logos, and intellectual property displayed on our website are the property of LockAidPro or its licensors. Unauthorized use of any intellectual property is prohibited.
b. License: We grant you a limited, non-exclusive, non-transferable license to access and use our website for personal and non-commercial purposes. This license does not allow you to download, modify, or distribute any content without our prior written consent.
9. Privacy Policy
Your use of our website and services is also governed by our Privacy Policy, which details how we collect, use, and protect your personal information. By using our website and services, you consent to the practices described in our Privacy Policy.
10. Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of the State of Victoria, Australia. Any disputes arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of Victoria.
11. Regulatory Compliance
a. Private Security Regulations 2016: LockAidPro operates in accordance with the Private Security Regulations 2016 and adheres to all relevant legal and regulatory requirements. We ensure that our services are compliant with the standards and regulations set forth in the Regulatory Impact Statement.
b. Scope of Services: In compliance with the Private Security Regulations 2016, LockAidPro provides locksmith services such as emergency lockouts, key cutting, lock installations, lock repairs, re-keying, and safe opening. We do not engage in security system installations or services that require specific security licensing.
c. Professional Standards: We are committed to maintaining high professional standards and delivering quality locksmith services. Our operations are guided by industry best practices and regulatory frameworks to ensure the safety and satisfaction of our clients.
12. User Responsibilities and Code of Conduct
a. Accurate Information: Users must provide accurate and up-to-date information when requesting services or creating an account.
b. Respectful Behavior: Users must treat LockAidPro staff and representatives with respect. Abusive, threatening, or discriminatory behavior will not be tolerated and may result in service refusal.
c. Property Access: Users must ensure that LockAidPro has proper authorization to access the property where services are to be performed.
d. Safety: Users must inform LockAidPro of any potential safety hazards at the service location.
e. Cooperation: Users agree to cooperate with LockAidPro staff to facilitate efficient service delivery.
f. Legal Compliance: Users must not request services that violate any laws or regulations.
g. Payment Responsibility: Users are responsible for prompt payment for services rendered as per the payment terms.
h. Arrival window. We will provide an arrival window and update you if this changes.
i. Adult present. An adult must be present throughout Installation.
j. Safety & pets. Please secure pets and keep the area clear.
k. Parking. Provide reasonable parking/access where possible.
h. Arrival window. We will provide an arrival window and update you if this changes.
i. Adult present. An adult must be present throughout Installation.
j. Safety & pets. Please secure pets and keep the area clear.
k. Parking. Provide reasonable parking/access where possible.
13. Changes to Terms and Conditions
We reserve the right to update or modify these Terms and Conditions at any time without prior notice. Your continued use of our website or services after any changes signifies your acceptance of the revised terms. We recommend reviewing these Terms and Conditions periodically to stay informed of any updates.
Changes apply prospectively and do not affect Orders already accepted or Bookings already confirmed, unless required by law.
13. Changes to Terms and Conditions
14. Contact Information
If you have any questions or concerns about these Terms and Conditions, please contact us at:
LockAidPro
Email: hello@lockaidpro.com.au
15. Entire Agreement
These Terms and Conditions constitute the entire agreement between you and LockAidPro regarding your use of our website and services and supersede all prior agreements and understandings, whether written or oral, relating to the subject matter herein.
We are not liable for delay or failure to perform due to events beyond our reasonable control, including supplier delays, transport disruptions, extreme weather, major utility/network outages or government action. We will notify you where practicable and take reasonable steps to mitigate.
We may assign or subcontract performance (including qualified contractors) without relieving ourselves of our obligations. You must not assign your rights or obligations without our prior written consent.
(a) If these Terms conflict with specific Online Order/Installation terms, the specific terms prevail.
(b) If any term is invalid or unenforceable, the remaining terms continue.
(c) Clauses on payment, variations, intellectual property, limitation of liability, indemnity, governing law and privacy survive termination or completion.
Last updated: 11 August 2025
