Emergency & response questions
How fast can you get to me in an emergency?
We aim to be on-site within 30 to 60 minutes for most calls across Edinburgh, Fife and the Lothians. Because we’re local we provide a real-time ETA when you call, and we always follow up with another call 10–15 minutes before arrival so you aren’t left standing in the dark or the rain waiting.
Are you really available 24/7?
Yes. we offer a genuine 24-hour service. Whether it is 3:00 AM on a Tuesday or mid-day on New Years Eve, you will be able to speak to us, not a call centre.
Pricing & payments questions
Do you charge a call-out fee?
No. We operate a true No Call-Out Fee policy. We will attend your property to assess the situation and provide a fixed quote. If you choose not to proceed with the work, you owe us nothing.
Are your rates higher at night or on weekends?
No. We believe in transparent pricing. We charge a flat rate regardless of the time or day, meaning you won’t be penalised with any hidden emergency charges for needing help in the middle of the night.
What payment methods do you accept?
We are fully equipped to take contactless payments on-site, including Apple Pay, Android Pay, and all major Debit/Credit cards. We also accept Bank Transfers or Cash if preferred.
Workmanship & security questions
Will you damage my door to get me in?
Almost never. We specialise in non-destructive entry. Using specialist tools and picking techniques, we can gain access to the vast majority of properties without any damage to the lock or the door itself.
Are your locks insurance-compliant?
Yes. All locks we fit are British Standard (BS3621) compliant. This ensures your home or business remains fully covered by your insurance provider’s security requirements.
What kind of warranty do you offer?
We provide a 12-month warranty on all workmanship and up to a 5-year warranty on parts. For automotive customers, our replacement car keys come with a lifetime warranty for as long as you own the vehicle.
Specialist services questions
Can you replace lost or broken car keys?
Yes. We are specialist auto locksmiths. We can create, cut, and program new transponder keys and remotes for most vehicle makes and models at the roadside, often for a fraction of the price of a main dealer.
Can you install smart locks (Amazon/Ring/Yale)?
We can install smart locks, but we generally advise customers to keep a manual override. Many keyless smart locks lack a failsafe so an electronic fault can result in the lock needing to be destroyed to gain entry. We are happy to discuss the most secure options for your specific door – just give us a call.