Terms of service

These terms cover work carried out by Fix Mate Mobile Services across Greater Melbourne, Victoria. Nothing here limits any right you have under the Australian Consumer Law, which applies regardless of what any business writes on a web page.

Quoting

No prices appear anywhere on this website, by design. A figure is given verbally when you call and confirmed on site before any work begins. If what we find differs from what was described on the phone — a different lock, a different vehicle, additional damage — you will be told and re-quoted before we continue, not afterwards.

You are free to decline at that point. A call-out fee may apply for attending, and if so it will have been stated on the phone rather than sprung on you at the door.

Proof of entitlement

We will not open, rekey, or originate a key for any property or vehicle without evidence that you are entitled to it. Photo identification plus a lease, rates notice, registration papers or equivalent. This applies to every job without exception, including emergencies, and including where you are upset or in a hurry.

If entitlement cannot be established, we will not proceed, and a call-out fee may still apply for the attendance.

Non-destructive entry

We attempt to open locks without damage wherever the lock allows. Some locks — high security cylinders, already-broken mechanisms, locks with a key snapped deep inside, or hardware previously damaged by an attempted entry — cannot be opened intact. Where that is the case you will be told before any destructive method is used, along with what replacement involves.

Restricted and master key systems

Keys on a restricted profile are cut only on the written authority of the person or body that controls the system — typically an owners corporation, a building manager or a business owner. We will not cut a restricted key on request from an unauthorised person, however reasonable the request seems and whoever is asking.

Workmanship and parts

Our labour is guaranteed against defective workmanship. Hardware we supply carries the manufacturer's warranty. Hardware you supply yourself is fitted at your direction: we will tell you before installation if we believe it is unsuitable for the door or the vehicle, and if you ask us to proceed anyway, its performance is not something we can stand behind.

What is outside our scope

We are locksmiths. We do not certify buildings for fire safety or compliance, we do not provide legal advice about tenancy or strata matters, and we do not monitor alarms or cameras. Where a job needs a building surveyor, an electrician, a glazier or a carpenter, we will say so rather than attempt it.

Emergencies involving a person or animal

If a person or an animal is locked inside a vehicle or a property and is at risk, call 000 first and then call us. Emergency services can act immediately and are the correct first call. No lock is worth the alternative.

Contact

Fix Mate Mobile Services · Greater Melbourne, VIC · +61-3-9007-2696 · enquiries@fixmatemobileservices.com.au