The boring proof
Terms
Two parts: the terms that apply when you book locksmith work with us, and the terms for using this website. Written to be read, not to hide behind.
1. Who you're dealing with
These terms are between you and TRULOX LTD, registered in England & Wales, company number 12280106, registered office 292 Cortis Road, London SW15 6XQ. Contact: 0333 880 9173 · hello@trulox.co.uk.
Part A — Service terms
2. Quotes: fixed once approved
Before any work starts, we give you a fixed quote — on the phone, on WhatsApp, or in writing. It's the total price — no VAT added. Once you approve a fixed quote, that is the price you pay. It does not grow at your door.
If, once we open the door or look at the lock, the job turns out to be genuinely different from what was described — for example, a hidden broken mechanism behind a working handle — we stop, explain, and give you a new fixed quote before doing anything further. You're free to decline: if you don't go ahead, you pay nothing for work not done.
3. Payment: on completion
- You pay when the job is finished and you're satisfied it's done. Payment at completion — never before we start, never chased after.
- Payment is taken at completion by card or payment link through our provider (myPOS). No deposit for emergency work.
- You receive an itemised invoice — the total price — no VAT added — emailed before we leave.
4. Our guarantee
All workmanship is covered by our 12-month guarantee (terms apply). What it covers, what it doesn't, and how to claim are set out in full on the guarantee page, which forms part of these terms. Manufacturer warranties on the parts and locks we supply apply in addition and pass to you.
5. Doing the work
We always attempt non-destructive entry first. Drilling or any destructive method is a last resort, used only with your explicit agreement and after we've explained why. We tidy up after ourselves. You confirm that you have the right to authorise entry to the property — we may ask for proof of residence or authority before we open anything.
6. Liability
We carry £2.5M public liability insurance with Barclays. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. We are not responsible for pre-existing defects in doors, frames or mechanisms that we identify and note before work begins. Nothing in these terms affects your statutory rights as a consumer under the Consumer Rights Act 2015 — including your right to have the work carried out with reasonable care and skill, within a reasonable time and for a reasonable price.
Calls & recording. Calls to Trulox are recorded; how and why is explained in our privacy notice (section 2).
7. Cancellations
Where you're a consumer, you have cancellation rights under the Consumer Contracts Regulations 2013, including a 14-day right to cancel work arranged off-premises. If you ask us to carry out emergency work straight away — inside that 14-day window — you're expressly requesting that we begin, and you may be charged for what's already been done if you then cancel. We'll always make that clear before we start. To cancel, just tell us — call 0333 880 9173 or email hello@trulox.co.uk.
8. Complaints
If something isn't right, tell us — call 0333 880 9173 or email hello@trulox.co.uk. We'll acknowledge it, look into what happened, and work with you to put it right. For a problem with the work itself, our 12-month guarantee comes first.
If we can't resolve a dispute about the work or the bill between us, you can take it to an independent body. For free, impartial advice on your rights and your next step, contact the Citizens Advice consumer service at citizensadvice.org.uk/consumer. As a consumer, you may also refer a service dispute to a government-approved alternative dispute resolution (ADR) provider; we'll tell you in writing whether we agree to use a given scheme. (This route is for the service itself — a complaint about how we handle your personal data goes instead to the ICO, as set out in our privacy notice.)
Part B — Website terms
9. Using this site
The content on this site is for general information. "From" prices shown are genuine starting prices — the total price — no VAT added — but the price that applies to your job is the fixed quote we agree with you before work starts, never an on-screen figure alone.
10. Content and links
All content, branding and imagery on this site belong to TRULOX LTD or its licensors. Links to external sites — such as Companies House or the ICO — are provided for verification and convenience; we're not responsible for their content.
11. Governing law
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also rely on the consumer protections of your home nation.