Terms and Conditions of Service

Effective date: 7 November 2026

1. Definitions and interpretation

1.1  In these Terms:

• "ACL" means the Australian Consumer Law, being Schedule 2 of the Competition and Consumer Act 2010 (Cth).
• "Company", "we" and "us" mean LockOps Services Pty Ltd (ABN 82 696 876 463) trading as LockOps AU, of 62 Liverpool St, Eight Mile Plains QLD 4113, holder of Queensland Security Provider Licence No. 4512789.
• "Customer" and "you" mean the person who requests, books or receives the Services, and any person acting on that person's behalf.
• "Fees" means the Callout Fee and the Minimum Labour Fee, as described in these Terms and specified in Schedule 1.
• "Price List" means the Company's price list as published on its website from time to time.
• "Services" means the locksmith services supplied by the Company to the Customer.

1.2  Headings are for convenience only and do not affect interpretation.

1.3  Unless otherwise stated, all amounts are in Australian dollars and include GST.

2. Application

2.1  These Terms apply to all Services. The Customer accepts these Terms by requesting or booking the Services, or by permitting the Services to commence.

2.2  Nothing in these Terms excludes, restricts or modifies any right or remedy, or any guarantee, warranty or other term or condition, implied or imposed by the ACL or any other legislation that cannot lawfully be excluded, restricted or modified. To the extent of any inconsistency, the ACL prevails.

3. Services

3.1  The Company supplies mobile residential, commercial and automotive locksmith services within Brisbane, Logan and the Gold Coast, 24 hours per day, 7 days per week.

3.2  The Services include lockouts, rekeying, repair, replacement and installation of locks, smart locks, key cutting and programming, safe opening and access control.

4. Quotations and pricing

4.1  Any price provided by telephone or online is a starting price for the relevant category of work. It is based solely on information supplied by the Customer and does not constitute a quotation.

4.2  The final price is determined by the technician following on-site inspection and is advised to the Customer before work commences.

4.3  The final price may exceed the starting price where, without limitation:

• (a)  the lock type, security grade or configuration differs from that described by the Customer;
• (b)  the lock, door, frame or vehicle is damaged, worn or defective;
• (c)  parts or replacement locks are required;
• (d)  the number of locks or keys exceeds that described; or
• (e)  access to the lock is restricted or difficult.

4.4  The Company will not perform work beyond that quoted without the Customer's consent.

4.5  All prices and Fees include GST.

5. Callout Fee

5.1  The Callout Fee is payable for each attendance, irrespective of the time of day, and whether or not work proceeds.

5.2  The Callout Fee is charged once per attendance and becomes payable when the technician arrives at the site.

6. Cancellation, non-commencement and part-completion

6.1  The Customer may cancel the Services without charge before the technician arrives at the site.

6.2  The Customer must pay the Callout Fee where, after the technician's arrival:

• (a)  the Customer declines the quoted work or cancels the Services;
• (b)  no Customer or authorised person is present at the site;
• (c)  the lock cannot be safely accessed; or
• (d)  the Customer fails to provide evidence in accordance with clause 8.

6.3  Where work has commenced and is discontinued, whether at the Customer's request or for any reason beyond the Company's reasonable control, the Customer must pay:

• (a)  the Callout Fee; and
• (b)  the Minimum Labour Fee of $45, advised before work commences.

6.4  Where the Company notifies the Customer of a revised arrival time, the Customer may cancel without charge.

7. Payment

7.1  Payment is due in full immediately upon completion of the Services, or upon any Fee becoming payable under clause 6. The Company does not require payment before work is performed.

7.2  Payment must be made by card or contactless payment. Bank transfer is available only to account customers, by prior arrangement.

7.3  The Company will issue a tax invoice for all amounts paid.

7.4  Interest accrues on overdue amounts at the rate of 1% per month, calculated from the due date until the date of payment.

7.5  The Customer must pay all reasonable costs incurred by the Company in recovering overdue amounts, including debt collection agency fees and legal costs.

8. Proof of ownership or authority

8.1  Before the Company performs entry, rekeying, lock replacement, or key cutting or programming, the Customer must provide evidence, satisfactory to the Company, that the Customer owns the property or vehicle, or is authorised by its owner or occupier to have the work performed.

8.2  Evidence may include photo identification showing the property address, a lease, rates notice, utility bill, written authority from the owner or property manager, or vehicle registration together with photo identification.

8.3  Where the evidence is inside the property, the Company may gain entry and inspect it before leaving the site.

8.4  The Company may refuse to perform the Services if evidence satisfactory to it is not provided. In that case, clause 6.2 applies.

8.5  The Company may report to police any attempt it reasonably suspects to be unauthorised access to a property or vehicle.

9. Method of entry

9.1  The Company attempts non-destructive entry first, where practicable.

9.2  Destructive entry, including drilling or lock replacement, is performed only with the Customer's consent, after the Company has advised the Customer of the reason and the cost.

10. Warranty

10.1  Locks and keys supplied and fitted by the Company are warranted against defects in parts and workmanship for 90 days from the date of the Services, except smart locks supplied and fitted by the Company, which are warranted against defects in parts and workmanship for 1 year from the date of the Services. If a defect occurs within that period, the Company will repair or replace the affected item without charge.

10.2  Any warranty under this clause:

• (a)  applies only at the address of installation;
• (b)  is not transferable; and
• (c)  is void if the lock is removed or relocated.

10.3  Any warranty under this clause does not cover:

• (a)  damage caused by misuse, inadequate maintenance, accident, forced or attempted entry, weather, fire or natural disaster;
• (b)  locks or keys modified, repaired, tampered with or relocated by any person other than the Company;
• (c)  lost or broken keys, or subsequent lockouts; or
• (d)  parts supplied by the Customer. The Company's workmanship in fitting those parts remains covered.

10.4  To make a warranty claim, the Customer must contact the Company on 07 3524 8064 or at lockops.au@gmail.com, stating the date and address of the Services.

10.5  This warranty is in addition to other rights and remedies of the Customer under a law in relation to the goods or services to which the warranty relates.

11. Consumer guarantees

11.1  Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a replacement or refund 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.

12. Liability

12.1  The Company is liable for loss or damage caused by its negligence or by a failure to comply with a consumer guarantee under the ACL.

12.2  To the extent permitted by law, the Company is not liable for:

• (a)  damage existing before the Company's attendance;
• (b)  loss or damage arising from a pre-existing defect in any door, frame, lock or vehicle that the Company could not reasonably have identified; or
• (c)  loss that was not reasonably foreseeable.

12.3  This clause is subject to clause 2.2.

12.4  The Company holds public liability insurance.

13. Customer obligations

13.1  The Customer must:

• (a)  provide accurate information regarding the work, the address and the lock or vehicle;
• (b)  ensure safe access to the lock, and disclose any alarms, animals or hazards at the site; and
• (c)  ensure that the Customer or an authorised person is present at the site on the technician's arrival, with evidence in accordance with clause 8.

14. Complaints

14.1  Complaints must be made to the Company on 07 3524 8064 or at lockops.au@gmail.com, stating the Customer's name, the date and address of the Services, and the nature of the complaint.

14.2  The Company will acknowledge a complaint within 2 business days and will aim to resolve it within 10 business days.

14.3  A Customer who is not satisfied with the outcome may contact the Office of Fair Trading Queensland.

15. Intellectual property

15.1  All content on the Company's website, including text, images, logos and trade marks, is the property of the Company. It must not be used without the Company's prior written consent.

16. Privacy

16.1  The Company collects and handles personal information in accordance with its Privacy Policy.

17. Governing law

17.1  These Terms are governed by the laws of Queensland.

17.2  The parties submit to the non-exclusive jurisdiction of the courts of Queensland.

18. Variation

18.1  The Company may vary these Terms from time to time.

18.2  The Terms published on the Company's website at the time of booking apply to the Services.

Schedule 1 – Fees