NOTICE TO CLIENT: These Terms & Conditions apply to all engagements with Day One Access Ltd. By signing any job sheet, quote, agreement, or by instructing us via email, phone, or message, you acknowledge that you have received, understood, and agreed to be bound by these Terms. These Terms are available in full at the time of quote, booking, or request.
In all job quotes, proposals, or site agreements, the following clause shall apply:
“This work is governed by the Day One Access Ltd. Client Terms & Conditions. Proceeding with the quote, instruction, or approval constitutes acceptance. A full copy is available upon request or at the time of booking.”
1.1 By instructing Day One Access Ltd. (“the Company”) to undertake any form of work, including but not limited to emergency callouts, planned maintenance, installations, or consultancy — whether instruction is given verbally, in writing, electronically, or by implication through continued engagement — the Client confirms they have received, reviewed, understood, and agreed to be bound by these Terms and Conditions in their entirety.
1.2 These Terms and Conditions are not subject to amendment or negotiation unless expressly agreed to in writing and signed by both the Client and a Director of the Company. No verbal agreement, assumption, prior practice, or custom shall override any clause of these Terms.
1.3 It is the sole responsibility of the Client to ensure they have read and understood this document in full before proceeding with any service or instruction. A failure to do so shall not absolve the Client of their obligations or invalidate the enforceability of these Terms.
1.4 These Terms are established for the purpose of ensuring total clarity, accountability, and legal protection for both parties. They outline the framework for operational procedure, service expectations, pricing, liabilities, and termination rights and are structured to eliminate ambiguity.
1.5 If the Client disagrees with any clause within these Terms, they must immediately refrain from further engagement and notify the Company in writing. Instructing the Company, either directly or through an agent or representative, constitutes irrevocable acceptance of these Terms.
1.6 Continued use of the Company’s services constitutes a legal agreement to be bound by the most recent and active version of these Terms and Conditions. These Terms are published and maintained by Day One Access Ltd.
2.1 “Company” refers to Day One Access Ltd., including all employees, subcontractors, directors, agents, contractors, and any affiliates engaged in the delivery of its services.
2.2 “Client” refers to any individual, business, agent, manager, or legal entity that engages, contracts, or benefits from the services provided by the Company.
2.3 “Services” means all locksmith, mechanical access, forced entry, keyholding, key system installation, repair, consultation, emergency attendance, or other work provided by the Company.
2.4 “Engineer” means any operative dispatched or deployed by the Company to carry out a job. This includes direct employees, subcontractors, or third-party representatives approved by the Company.
2.5 “Job” or “Callout” refers to any individual service request, whether one-off or recurring, requested and confirmed by the Client.
2.6 “Force Majeure” refers to extraordinary circumstances beyond the control of the Company that prevent performance of duties under these Terms. This includes, but is not limited to, natural disasters, fire, flood, war, pandemic, strike, public utility failure, riot, or governmental action.
2.7 “Out-of-Hours (OOH)” is strictly defined as the period outside standard working hours, specifically any time between 17:00 and 09:00 Monday through Friday, excluding UK public holidays.
2.8 “Weekend” is defined as the entire 48-hour period spanning Saturday 00:00 to Sunday 23:59. Weekend service calls are separate from both Standard and Out-of-Hours pricing and are billed according to the Company’s designated Weekend tariff.
3.1 These Terms apply to every service provided by the Company, regardless of whether the Client engages the Company on a PAYG, Access Bundle, Subscription, or residential referral basis.
3.2 Any variation to these Terms must be agreed to in writing by both parties before commencement of services. Verbal amendments or understandings will not be recognised under any circumstances.
3.3 Confirmation of a booking, approval of a quote, reply to a service email, digital signature, or verbal instruction shall each be considered legally binding authorisations to proceed and shall invoke the application of these Terms.
3.4 Services rendered under the Access Bundle model are restricted to standard operational hours, which are strictly defined as Monday to Friday, 09:00 to 17:00, excluding UK public holidays. Callouts requested or scheduled outside these hours do not qualify for Bundle redemption.
3.5 Callouts made during Out-of-Hours (Mon–Fri, 17:00–09:00) or over the Weekend (Saturday 00:00 to Sunday 23:59) will be billed at the Company’s prevailing emergency or weekend rate and are not covered under Bundle packages unless specifically stated in a separate written agreement.
3.6 The Company is under no obligation to discount, offset, or reclassify any Out-of-Hours or Weekend job against a prepaid Bundle. Misuse of Bundle expectations or pressure to reinterpret Terms may result in service refusal.
4.1 PAYG (Pay-As-You-Go): Individual callouts charged per job with no priority scheduling or bundling benefit.
4.2 Access Bundles: Prepaid packages of multiple callouts redeemable during standard hours. Expire after 12 months. Exclude Out-of-Hours and Weekend jobs.
4.3 AccessCare Subscriptions: Annual per-site cover including callouts, service levels, and response timeframes. Separate SLA applies.
4.4 Key Club (Residential): Referral-only cover for homeowners or tenants. Monthly/annual options. Inclusive callouts and discount benefits.
4.5 Key System Services: Supply and installation of master keys, suites, key cutting and holding services.
5.1 PAYG invoices are payable within 30 calendar days of issue.
5.2 Bundles must be paid in full upfront. Partial payments or payment on use are not accepted.
5.3 Subscriptions are paid annually in advance per site. They auto-renew unless cancelled in writing 30 days before renewal date.
5.4 Late payment penalties apply at 10% per calendar month, compounded. Invoices not settled within 60 days may be passed to third-party collections without further notice.
5.5 Services will be withheld from accounts with overdue balances, regardless of service tier.
5.6 Costs for locks, keys, or other hardware are invoiced separately unless agreed in writing. (Bundle customers only)
5.7 The Company reserves the right to request upfront payment or deposits where deemed appropriate for materials, labour-intensive jobs, or non-standard bookings.
5.8 Returned or disputed payments may incur an administration fee and immediate service suspension.
5.9 The Client agrees that failure to settle fees may result in the withdrawal of future service priority, account freezing, legal proceedings, or forfeiture of remaining service credits without refund.
5.10 Pricing is subject to change with prior notice and written agreement by both parties.
6.1 The Client may cancel or reschedule a standard scheduled job without penalty provided that written notice is received by the Company no less than twenty-four (24) hours prior to the scheduled attendance time.
6.2 Cancellations or rescheduling requests received within twenty-four (24) hours of the scheduled job may be subject to a cancellation charge equal to the full value of the callout fee. This shall be payable immediately and is not subject to dispute unless due to Force Majeure.
6.3 If the Client fails to provide access, is not present at the scheduled time, or obstructs the Engineer from completing the job, the Company reserves the right to classify the visit as a failed attendance and charge the full rate applicable.
6.4 Repeated cancellations, delays, or failure to attend confirmed appointments may result in the Client’s removal from service eligibility or the imposition of prepayment-only terms.
7.1 The Company warrants that all work will be carried out to a reasonable standard in accordance with industry best practices and that all parts or products supplied will be of merchantable quality, subject to availability and installation constraints.
7.2 All hardware or security components installed shall carry the manufacturer’s warranty only. The Company does not extend or assume any liability beyond what is covered under said manufacturer’s terms.
7.3 The Company accepts no liability for faults, defects, or operational failures caused by: (a) Client misuse, interference, neglect, or modification of fitted products; (b) Wear and tear due to environmental exposure or age; (c) Damage caused by unauthorised persons or third-party contractors; (d) Improper maintenance or follow-up action neglected by the Client.
7.4 The Company shall not be held liable for indirect or consequential losses including loss of business, loss of access, reputational damage, or business interruption caused by any delay or failure to perform Services.
7.5 The Company’s maximum liability under any individual Job or contract shall not exceed the total value invoiced to the Client for that specific Job or service instance.
7.6 Where Services involve forced entry, bypass methods, or non-destructive access, no warranty or guarantee is provided for the structural condition of doors, frames, or locks post-service. The Company shall not be liable for aesthetic, cosmetic, or secondary damages resulting from lawful access provision.
8.1 Both the Company and Client agree to maintain strict confidentiality regarding any sensitive operational details, site security protocols, or personal data shared during the engagement.
8.2 All data provided by the Client will be handled in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
8.3 The Company will store job reports, access logs, and digital correspondence for internal use, insurance verification, and audit trail requirements. This may include anonymised photos or digital time logs.
8.4 The Company shall not share or sell Client data with third parties without express consent, except when legally required by court order or enforcement bodies.
9.1 In the event of a service-related dispute, both parties agree to enter into prompt communication to attempt resolution within seven (7) business days of the issue arising.
9.2 If an agreement cannot be reached informally, the matter may be escalated to independent mediation, the cost of which shall be shared equally between both parties.
9.3 The Company reserves the right to immediately suspend or terminate services if the Client: (a) Fails to pay any outstanding fees within the specified time; (b) Engages in abusive, threatening, or unprofessional behaviour; (c) Attempts to bypass the Company to contract directly with an Engineer; (d) Violates any clause of this Agreement.
9.4 Any prepaid amounts for terminated agreements may be forfeited unless a written exception is granted.
10.1 These Terms and Conditions and all related contracts shall be governed by and construed in accordance with the laws of England and Wales.
10.2 The courts of England and Wales shall have exclusive jurisdiction over all disputes, claims, and legal proceedings arising out of or in connection with these Terms or the services provided.
10.3 Should any clause in these Terms be deemed unenforceable or invalid under UK law, the remainder of the document shall remain enforceable and in full effect.
10.4 These Terms constitute the full and final agreement between the Client and the Company, superseding any prior discussion, document, or implied understanding not recorded in writing.
11.1 The Company may delegate all or part of its service delivery to subcontracted Engineers. These subcontractors shall remain under the Company’s operational control and are subject to the same vetting, conduct, and insurance requirements.
11.2 The Client agrees not to engage, solicit, or contract directly with any Engineer provided by the Company without written authorisation.
12.1 The Client agrees to maintain safe and lawful working conditions at all service locations. Unsafe, illegal, or hostile environments may result in immediate cancellation of services at full charge.
12.2 Engineers may suspend or refuse to undertake work where their personal safety or professional compliance may be compromised.
13.1 The Company holds valid public liability insurance, employer’s liability insurance, and where applicable, professional indemnity insurance, in accordance with UK statutory and operational requirements.
13.2 The Company will provide certificates upon written request for Client review or onboarding.
14.1 All goods, hardware, or materials supplied to the Client remain the property of the Company until paid for in full.
14.2 The Company reserves the right to reclaim any materials not settled under a cleared payment within the invoice terms, including through lawful retrieval from the installation address if necessary.
