Terms of service
LOCKWISE SOLUTIONS LTD TERMS OF SERVICE
Last updated: August 2026
OVERVIEW
Welcome to LockWise Solutions Ltd. The terms "we", "us" and "our" refer to LockWise Solutions Ltd.
LockWise Solutions Ltd operates this store and website, including all related information, content, features, tools, products and services (the "Services").
These Terms of Service, together with any policies referenced in them, describe the terms that apply when you use our Services or purchase products or services from us.
Please read these Terms of Service carefully. They contain important information about your rights and responsibilities, including information relating to products, installation services, warranties, cancellations and liability.
By using our Services or placing an order with us, you agree to be bound by these Terms of Service and any policies expressly incorporated into them.
Nothing in these Terms affects any statutory rights or remedies that you have under applicable consumer law.
SECTION 1 – ACCESS AND ACCOUNT
You must provide accurate, current and complete information when creating an account or placing an order with us.
You are responsible for maintaining the security of your account details and for activity carried out through your account.
You must not use our Services for any unlawful purpose or in a way that breaches these Terms of Service.
If you create an account with us, you are responsible for ensuring that the information associated with your account remains accurate and up to date.
SECTION 2 – OUR PRODUCTS
We make reasonable efforts to ensure that product descriptions, specifications, images and other information on our website are accurate and up to date.
Product images are provided for illustration and may vary slightly from the actual product, including in colour, finish or appearance, depending on your display and the manufacturing process.
Product specifications may be updated by manufacturers from time to time. Where a specification is material to the suitability or use of a product, we will make reasonable efforts to ensure that the information provided to customers is accurate at the time of purchase.
We reserve the right to discontinue products or make changes to products where required by the manufacturer or supplier.
Nothing in these Terms affects your statutory rights in relation to goods, including your rights where goods are faulty, not as described or otherwise fail to meet the requirements of applicable consumer law.
SECTION 3 – ORDERS
When you place an order, you are making an offer to purchase the selected product or service.
Your order is accepted when we confirm acceptance of your order.
We may contact you if we need additional information to process your order or, where applicable, to assess the suitability of an installation service.
If we are unable to fulfil an order, or if a selected installation service cannot reasonably be provided, we will contact you and explain the available options.
Your rights to cancel, return or obtain a refund are governed by applicable consumer law and our Refund Policy.
If you are purchasing products or services for business or commercial purposes, different terms may apply and we may agree separate trade terms with you.
SECTION 4 – INSTALLATION SERVICES
4.1 Installation Service Where offered, LockWise Solutions Ltd may provide or arrange professional smart lock installation as a separate service from the purchase of a smart lock.
Installation availability may depend on the customer's location, the selected product and the suitability and condition of the door and existing locking arrangement.
4.2 Compatibility and Door Assessment Customers must provide accurate and complete information about their door, existing locking mechanism and installation requirements when requested.
Information provided on the LockWise website about compatibility is intended as guidance. The suitability of a particular smart lock may depend on the actual construction, dimensions and condition of the door and existing locking mechanism.
Where reasonably necessary, the installer may assess the door and existing locking arrangement before or during installation.
If the selected lock is unsuitable, or the installation cannot reasonably or safely be completed, the installer may decline or stop the installation.
Where this occurs, LockWise will explain the reason and, where appropriate, discuss available options with the customer.
4.3 Door Adaptation and Modification Smart lock installation may require the existing door, door frame, locking mechanism or associated components to be drilled, routed, cut, enlarged or otherwise adapted to accommodate the lock, fixing points, cables, connectors or other components.
Customers should be aware that some adaptations may be permanent and may not be reversible. Returning a door to its original configuration may require additional repair, replacement components or further work and expense.
This may be particularly relevant to composite and wooden doors, where internal construction and available space can vary.
Where door adaptation is reasonably required for the agreed installation, the installer will explain the nature of the work to the customer where reasonably practicable before proceeding.
By authorising an installation that requires door adaptation, the customer acknowledges that the door may be permanently modified and that returning it to its original configuration may require additional work or expense.
4.4 Additional or Unexpected Work Some installations may require additional preparation or work beyond that reasonably anticipated from the information available before installation.
Where significant or unexpected additional work is identified, the installer will explain the work required and any additional charge before proceeding, wherever reasonably practicable.
No additional charge will be applied without the customer's agreement, except where otherwise permitted by applicable law.
4.5 Existing Doors, Locks and Components The condition and suitability of existing doors, frames, locks, cylinders, multipoint mechanisms and other components not supplied by LockWise may affect the installation.
Where an existing component is defective, damaged, incompatible or unsuitable, additional work or replacement may be required before the installation can be completed.
LockWise cannot guarantee that an existing door or locking mechanism will be suitable for every smart lock simply because it appears to meet the general compatibility information provided on our website.
4.6 Installation Not Proceeding If the installer reasonably determines that an installation cannot be completed safely, appropriately or in accordance with the requirements of the selected product, the installation may be stopped or declined.
Where this occurs, LockWise will explain the reason to the customer and discuss the available options.
Where an installation cannot proceed, any refund due will be dealt with in accordance with applicable consumer law and the circumstances of the individual order.
4.7 Installation Workmanship LockWise will ensure that installation services supplied by us are carried out with reasonable care and skill.
Nothing in these Terms excludes or limits any statutory rights or remedies that cannot lawfully be excluded or limited.
4.8 Product Warranty and Installation Service Any warranty or guarantee applying to the smart lock itself relates to the product and is separate from the installation service.
An issue arising from the condition, construction or suitability of an existing door or locking mechanism does not necessarily indicate a defect in the smart lock.
Nothing in these Terms affects the customer's statutory rights in relation to goods or services.
SECTION 5 – PRICES AND BILLING
Prices, discounts and promotions are subject to change. The price charged for a product or service will be the price in effect at the time the order is placed and will be set out in your order confirmation.
Unless otherwise expressly stated, prices include VAT where applicable.
Shipping and any other applicable charges will be shown before you complete your purchase.
We may offer promotions from time to time. Promotional offers may be subject to additional terms, which will be made clear at the time of the promotion.
You agree to provide current, complete and accurate payment and contact information for purchases made through our store.
SECTION 6 – SHIPPING AND DELIVERY
We will provide estimated delivery times where available.
Delivery times are estimates and may occasionally be affected by circumstances outside our reasonable control, including carrier delays or other events beyond our control.
We will make reasonable efforts to ensure that products are delivered within the timeframe agreed with you. Where no timeframe has been agreed, we will deliver within 30 days of the order being accepted.
If we are responsible for a delivery delay or fail to deliver within the timeframe required by law, your statutory rights will apply.
Risk in products will pass to you in accordance with applicable consumer law.
SECTION 7 – YOUR RIGHT TO CANCEL
7.1 Right to Cancel – Products If you are a consumer, you have the right to cancel your order for products within 14 days without giving any reason. The cancellation period expires 14 days after the day on which you, or a person nominated by you, takes physical possession of the goods.
To exercise your right to cancel, you must inform us of your decision by a clear statement (for example, by email or post) before the cancellation period has expired:
- Email: admin@lockwisesolutions.co.uk
- Post: LockWise House, 18 Buckingham Drive, Harrietsham, ME17 1GF
7.2 Effects of Cancellation – Products If you cancel your order, we will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days after the day we receive the returned goods or evidence that you have returned them, whichever is earlier.
We will make the reimbursement using the same payment method you used for the original transaction, unless you have expressly agreed otherwise.
You must return the goods to us without undue delay and no later than 14 days after the day you notify us of your cancellation. We will cover the reasonable cost of return postage.
We may make a deduction from the reimbursement for any loss in value of the goods if the loss is the result of unnecessary handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
7.3 Right to Cancel – Installation Services If you have ordered an installation service, you have the right to cancel within 14 days of entering into the service contract.
If you request that installation begins within the 14-day cancellation period, you must make this request expressly and acknowledge that your right to cancel will be lost once the service has been fully performed.
Where installation has begun at your request but is not yet complete at the time of cancellation, you may be required to pay for the proportion of the service already performed.
7.4 Exceptions The right to cancel does not apply to:
- goods that have been clearly personalised or made to your specification;
- goods that have been installed and cannot reasonably be returned to their original condition as a result of the installation.
Nothing in this section affects your statutory rights where goods are faulty, not as described or otherwise fail to meet the requirements of applicable consumer law.
SECTION 8 – INTELLECTUAL PROPERTY
Our Services, including our trademarks, brand names, text, displays, images, graphics, product reviews, video, audio and the design, selection and arrangement of such material, are owned by LockWise Solutions Ltd, our affiliates or our licensors and are protected by applicable intellectual property laws.
You may use our Services for your personal or legitimate business purposes, but you must not reproduce, distribute, modify, create derivative works from, publicly display, republish or otherwise exploit our content without our prior written permission, except where permitted by law.
LockWise Solutions Ltd names, logos, product and service names, designs and slogans are trademarks of LockWise Solutions Ltd or their respective owners.
Nothing in these Terms grants you any licence or right to use our intellectual property without our prior written permission.
SECTION 9 – OPTIONAL TOOLS
We may provide access to third-party tools or services as part of our Services.
Where such tools are provided by third parties, we may not monitor or control those third-party services.
Your use of third-party tools may be subject to the third party's own terms and conditions.
We may introduce new features, tools or resources through our Services from time to time. Any such features will also be subject to these Terms unless otherwise stated.
SECTION 10 – THIRD-PARTY LINKS
Our Services may contain links to websites or services operated by third parties.
We are not responsible for the content, accuracy, availability or practices of third-party websites or services.
If you choose to access a third-party website or service, you do so at your own discretion and should review that third party's terms and policies.
Any transaction you enter into with a third party is between you and that third party.
SECTION 11 – PLATFORM PROVIDER
LockWise Solutions Ltd uses a third-party platform provider to operate and provide our online store.
Purchases made through our store are transactions directly between you and LockWise Solutions Ltd. Our platform provider is not responsible for the products or services supplied by LockWise Solutions Ltd.
SECTION 12 – PRIVACY POLICY
Personal information collected through our Services is handled in accordance with our Privacy Policy.
Please refer to our Privacy Policy for information about how LockWise Solutions Ltd collects, uses and protects personal information.
SECTION 13 – FEEDBACK AND REVIEWS
If you submit, upload, post, email or otherwise provide feedback, reviews, suggestions, photographs or other content to LockWise Solutions Ltd, you confirm that you have the necessary rights to provide that content.
By providing feedback or reviews, you grant LockWise Solutions Ltd permission to use, reproduce and display that content for legitimate business and promotional purposes, subject to applicable law.
We may remove or decline to publish content that is unlawful, misleading, offensive, defamatory, infringes another person's rights or otherwise breaches these Terms.
We do not guarantee that submitted feedback or reviews will be published.
SECTION 14 – ERRORS, INACCURACIES AND OMISSIONS
Occasionally information on our website may contain typographical errors, inaccuracies or omissions relating to product descriptions, pricing, promotions, offers, shipping charges, delivery times or availability.
We reserve the right to correct errors and update information where appropriate.
If an error materially affects an order you have placed, we will contact you and explain the available options.
Nothing in this section affects your statutory rights.
SECTION 15 – PROHIBITED USES
You may use our Services only for lawful purposes. You must not use our Services:
- for any unlawful or fraudulent purpose;
- to violate applicable laws or regulations;
- to infringe our intellectual property rights or those of another person;
- to transmit malicious code, viruses or other harmful material;
- to interfere with or attempt to compromise the security or operation of our Services;
- to impersonate another person or business;
- to provide knowingly false or misleading information; or
- to engage in conduct that could reasonably cause harm to LockWise Solutions Ltd or other users.
We may restrict or suspend access to our Services where we reasonably believe that these Terms have been breached.
SECTION 16 – AGENTS AND AUTOMATED ACCESS
You must not use automated systems, bots, scraping tools or other automated means to access, copy, extract or interact with our Services in a manner that breaches these Terms or interferes with the operation of our website.
We may use reasonable technical measures to restrict automated access where necessary to protect our Services, content and users.
SECTION 17 – TERMINATION
We may suspend or terminate access to an account or our Services where reasonably necessary, including where a person materially breaches these Terms or uses the Services unlawfully.
Termination of access to the Services does not affect rights or obligations that arose before termination.
Any provisions which by their nature should continue after termination will remain in effect.
SECTION 18 – DISCLAIMER OF WARRANTIES
Nothing in these Terms excludes or limits any statutory rights or remedies that apply to consumers under applicable law.
Products supplied by LockWise Solutions Ltd will be provided in accordance with applicable consumer law.
Installation services supplied by LockWise Solutions Ltd will be carried out with reasonable care and skill.
Nothing in these Terms affects your legal rights where a product is faulty, not as described, not fit for its intended purpose, or where a service has not been provided with reasonable care and skill.
Information provided on our website is intended to assist customers but should not be treated as a substitute for professional assessment where a product's suitability depends on the particular construction or condition of a property or door.
SECTION 19 – LIMITATION OF LIABILITY
Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited.
This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or liability arising from statutory consumer rights that cannot lawfully be excluded or limited.
Subject to the above, LockWise Solutions Ltd will not be responsible for losses that were not reasonably foreseeable to both parties when the contract was entered into, or for losses caused by circumstances outside our reasonable control.
Nothing in this section limits or removes any statutory rights or remedies available to you.
SECTION 20 – INDEMNIFICATION
This section does not affect any statutory rights you have as a consumer.
To the extent permitted by law, you agree to be responsible for losses reasonably incurred by LockWise Solutions Ltd as a result of your deliberate misuse of our Services, unlawful conduct or material breach of these Terms.
Nothing in this section requires you to compensate LockWise Solutions Ltd for losses arising from our own breach of contract, negligence or failure to comply with applicable law.
SECTION 21 – SEVERABILITY
If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be treated as modified or removed to the extent necessary, and the remaining provisions will continue to apply.
SECTION 22 – WAIVER AND ENTIRE AGREEMENT
If we do not immediately enforce a right or provision under these Terms, this does not mean that we have waived that right.
These Terms, together with any policies expressly incorporated into them, form the agreement between you and LockWise Solutions Ltd in relation to your use of our Services and purchases from us.
Nothing in these Terms removes or limits any statutory rights that apply to you.
SECTION 23 – ASSIGNMENT
You may not transfer or assign your rights or obligations under these Terms without our prior written consent, except where permitted by law.
We may transfer or assign our rights and obligations under these Terms where reasonably necessary to operate or reorganise our business, provided that this does not adversely affect your statutory rights.
SECTION 24 – GOVERNING LAW
These Terms are governed by the laws of England and Wales. Any dispute arising from or in connection with these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales, except that if you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in the courts of your home jurisdiction.
Where you are a consumer, nothing in this section prevents you from relying on any mandatory consumer protections that apply to you under the law of the country in which you live.
SECTION 25 – ALTERNATIVE DISPUTE RESOLUTION
If you have a complaint or dispute that we have been unable to resolve to your satisfaction, you may be able to refer the matter to an alternative dispute resolution (ADR) scheme.
LockWise Solutions Ltd is not currently obligated to participate in an ADR scheme. However, we are committed to resolving complaints fairly and promptly. If you wish to raise a complaint, please contact us in the first instance at admin@lockwisesolutions.co.uk.
SECTION 26 – HEADINGS
The headings used in these Terms are included for convenience only and do not affect the interpretation of the Terms.
SECTION 27 – CHANGES TO THESE TERMS
You can review the most current version of these Terms at any time on this page.
We may update these Terms from time to time by publishing a revised version on our website.
Where a change materially affects an existing order or contract, we will not rely on the change to reduce your rights under that existing contract.
Any changes will apply to future use of our Services and future orders from the date they take effect.
SECTION 28 – CONTACT INFORMATION
Questions about these Terms of Service should be sent to:
LockWise Solutions Ltd Email: admin@lockwisesolutions.co.uk Telephone: 01622 320606 Address: LockWise House, 18 Buckingham Drive, Harrietsham, ME17 1GF