Estimate

The price given is a true estimate of what we expect to charge you. If there are circumstances, we could not have been aware of, that will affect the price we will provide you with an updated estimate. In the event of a “contract agreement” then then the signed document will detail what is covered and what is deemed as “further works” or outside of the agreement.

You have the right to accept the price or decline. Payment will be required for any work that you have authorised, and we have completed up to the point you cancel.

Delay

We will aim to complete the work within the agreed timescale. We are only liable for delays caused by our own negligence. Any work will be completed within a reasonable time.

Payment

Full payment is required on satisfactory completion or an agreement has been signed and is binding. In the unlikely event that you are dissatisfied, you are entitled to withhold an amount to cover any corrective work that may be required. We should be given the opportunity to complete any corrective work in the first instance.

Staged payments can be agreed, and payment dates will be stipulated on your contract.

Changes

If you would like to change what is to be supplied, we would request that you confirm this in writing or other durable form (e.g. email). This will ensure that both parties have a record of what was agreed.

Changes to the contract may also mean changes to the price and this will need to be confirmed in writing and agreed by both parties.

Cancellation

Depending on the circumstances, and where and how your contract was agreed you may have a 14 day right to cancel it. Your rights are contained in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

A copy of your contract and cancellation rights, if applicable, will be given to you before the contract commences.

If you wish to cancel this contract outside of the 14 days cancellation period, we reserve the right to deduct/claim the direct costs we have incurred.

Damage

We will not be liable for any damage unless caused by our negligence.

Services provided

Your rights under the Consumer Rights Act 2015, state that services should be provided with reasonable care and skill, within a reasonable time, (if no specific time has been agreed) and for a reasonable cost, (if no exact price has been agreed).

If a problem arises we aim to resolve the issue within a reasonable time.

Goods Provided

Any goods provided in line with the contract should be as described, of satisfactory quality, and fit for the purpose made known.

Complaints Policy

Quantum Locksmiths Ltd is committed to providing the highest levels of care to all our customers. If you are in any way dissatisfied with our services, then please let us know as soon as possible. This will help us to continually improve our service to you.

When contacting us, please detail the nature of your complaint, your contact details and indicate your preferred method of communication, e.g. telephone, email.

We will acknowledge receipt of your complaint within three working days.

Alternative Dispute Resolution

We are required by law to advise you if we belong to a dispute resolution service and if we are prepared to use this service in the event a dispute arises.

We are not part of an ADR scheme, if a dispute occurs which we cannot resolve we will provide you with the details of a certified ADR provider and we will let you know whether we intend to use the ADR process.

By law we do not have to use an ADR provider, but we do need to provide you with the details.

If you require advice on your consumer rights, please contact Citizens Advice Consumer Service on 03454 04 05 06 or visit their website www.adviceguide.org.uk