FAQ
Questions we get asked, answered without spin
If your question is not here, call or email us. We would rather answer it before you book than after.
Getting help
How fast can you get to me?
It depends on your suburb, the time of day and where our technician currently is. We give you a realistic arrival window on the phone and call you if it changes. We do not advertise a blanket response time because nobody can honour one across all of Melbourne.
Do you really operate 24 hours?
Emergency call-outs are available around the clock. Non-urgent bookings, quotes and workshop work are handled between 8:00am and 6:00pm, Monday to Saturday.
Do you have a shop I can visit?
Our Glenroy address is an operating base rather than a retail counter. Please call before attending so we can confirm someone is there.
On the job
What proof do you need before opening a door?
Photo ID matching the address, or a lease, rates notice, utility bill, or written authority from the owner or managing agent. For vehicles we need registration papers or a purchase receipt with matching photo ID. We will not open a property or vehicle without this.
Will you damage my lock?
We attempt non-destructive entry first. If the lock cannot be opened that way, we tell you before we drill and quote the replacement cylinder so you can decide.
Can you rekey rather than replace my locks?
Usually, yes, provided the hardware is in good condition. Rekeying is normally cheaper and just as effective at stopping old keys from working.
Do you attend cars with a child or pet locked inside?
Call 000 first. Emergency services are equipped for that situation and will attend faster than any locksmith.
Money and rights
Are your quoted prices GST inclusive?
Yes. Every price we quote includes GST, and your invoice itemises call-out, labour and parts separately.
What warranty do I get?
Twelve months on our workmanship, plus whatever manufacturer warranty applies to parts supplied. Full details are on our workmanship warranty page.
What if I am not happy with the work?
Tell us. Our complaints process sets out how we respond and the timeframes involved. Nothing in our terms limits the consumer guarantees you have under Australian Consumer Law.
How do I pay?
Payment is due on completion unless different terms are agreed in writing beforehand. You receive an itemised tax invoice for every job.
Need a locksmith now?
Call and describe the door. You will get a realistic arrival window and a price band before anyone is dispatched.