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Customer Charter

Introduction
Warboys Master Locksmiths wish nothing more than to provide products and services with skill and integrity. We are anxious to give you the benefit of our experience in all aspects of security products and their applications. The following covers the four main areas of locksmithing services and are intended to clearly state our obligation to identify and interpret the requirements of the customer and to provide a fair and honest service to meet those requirements. They also highlight specific exceptions to our Charter that can occur due to the technical nature of some aspects of locksmithing and it is considered by Warboys Master Locksmiths to be fair that you are made aware of these exceptions. It is essential that the customer understands that the service or product does meet with their requirements and that they are aware of the costs or charges, either in writing or verbally and that they are also aware (if applicable) of the likelihood of any additional costs. Certain lock and key systems are protected by law and replacement or extra keys will not be duplicated without the correct authorisation procedure. The company is obliged to operate these procedures to comply with law and in the best public interests

Installations
Warboys Master Locksmiths are inspected periodically to stringent standards including a sampling inspection of recent installations undertaken. Companies are dedicated to provide skilled and accurate workmanship, and are positively encouraged to maintain standards in Training, Equipment and Best Practices. All security installations are backed by guarantees on workmanship and materials used. WML are properly insured to carry out security installations on, or to, your premises when installing security products to manufacturers recommended instructions and insurers guidelines. Exceptions will occur if any alteration, amendment, removal or reinstallation is attempted by any persons other than us. This also applies if any undue wear and tear, abuse or act of vandalism is apparent. If product failure or faulty workmanship causes a Lock-Out the company reserves the right to ascertain the cause and carry out any appropriate rectification, also to make charges where applicable, having first advised the customer. Liability is limited to replacement value only of the same or similar equivalent product and in all cases limited to the guarantee periods.

Key Duplication
All key duplication is backed by replacement or money back guarantee and liability is limited to the retail price of the key. Exceptions occur when keys to be copied are too badly worn to guarantee a perfect working copy. The company reserves the right to bring this to the attention of customers and offer the customers the option to proceed entirely at the customers risk which will negate any guarantees. This also applies when requests to duplicate keys that have been bent or broken and the company reserves the right to mark all such keys so as to identify them as supplied after advice. Keys supplied to code numbers are not replaced or refunded unless there has been a cuffing error on the part of the company. Certain lock and key systems are protected by law and replacement or extra keys will riot be duplicated without the correct authorisation procedure. The company is obliged to operate these procedures to comply with law and in the best public interests.  

Retail Products
All locks and security devices are backed by replacement guarantee, normally for twelve months, if deemed to be faulty and liability is limited to the retail price of the product on production of a valid receipt. Products are usually of a technical nature and every effort is made to interpret the customer’s requirement. Be sure your purchase is correct for the application you require as exchange or refund may be subject to a handling charge and/or that the product and packaging is intact. Products that have been removed from their packaging and attempts made to install them are not exchangeable or refundable unless the goods are faulty. If product failure causes a Lock-Out within the guarantee period the company reserves the right to ascertain the cause of the failure. Products that are considered by this company as subject of a Special Order (not normal stockholding) may require a non refundable deposit. 

Service Calls
All service work including lock-outs are backed by guarantees on workmanship and materials used. Warboys Master Locksmiths, while providing a Lock-Out service will in the interests of public security request proper identity or proof of ownership. Should this not be forthcoming service will be refused, your co-operation is required in these circumstances. Exceptions will occur if any alteration, amendment, removal or reinstallation is made by any persons other than the original installing company. This also applies if any undue wear and tear, abuse or act of vandalism is apparent. If product failure or faulty workmanship causes a Lock-Out we reserve the right to ascertain the cause and carry out any appropriate rectification, also to make charges where applicable, having first advised the customer. Liability is limited to replacement value only of the same or similar equivalent product and in all cases limited to the guarantee periods. All servicing work is carried out to the best interpretation of, or to customer’s instructions. All costs to be advised before commencement of works and any variation affecting specification or cost will be advised prior to completion where possible. If any customer feels unhappy with any aspect of any of’ the services offered, or completed by Warboys Master Locksmiths, if they are unable to resolve the problem with Warboys Master Locksmiths, they should complain to Essex trading standards in writing. Warboys Master Locksmiths will give an estimated price before agreeing to attend a location. However this price will be based on the customer’s information and therefore we reserve the right to revise the cost when on site and the situation is assessed. Only once this has been agreed with the Customer will work commence

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Address

35 Pathfinder Way
Warboys, PE28 2RD, GB

About us

We will attend and provide a comprehensive Survey of your property or Business. You will be provided with a fixed or maximum cost quotation including VAT. A full and detailed invoice will be produced. If required, we will provide a Certificate of Compliance, to provide evidence that you have taken the measures required to secure your premises. The job will be completed in a timely manner with your home or Business cleaned up once the job is completed.

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