HaastyCancellations, charges and refunds
Last updated [[date]]
You're only charged when the job's done. If we can't fix it, you don't pay.
When you book, we hold the price on your card. A hold isn't a charge: the money stays in your account until the job is finished. If the job doesn't go ahead, we release the hold. Your bank decides how fast a released hold disappears from your statement, usually within a few days.
If you cancel
Cancel any time from your booking page, until the locksmith starts work.
When you cancel
Before a locksmith has set off
What you pay
Nothing. We release the hold.
When you cancel
After the locksmith has set off
When you cancel
After the locksmith has arrived
When you cancel
Once work has started
What you pay
You can't cancel. If something's wrong, use Report a problem.
The cancel button always shows the exact amount before you confirm. We take the fee from the hold and release the rest.
Other charges
What happens
The locksmith arrives, waits at least 15 minutes and tries to reach you, but you're not at the car
What happens
The locksmith arrives and it isn't a locksmith problem (for example a flat car or key battery)
What you pay
£120 call-out, or the price of your booking if that's less. Your locksmith's note on your booking page says what they found.
What happens
Your car isn't the one you described, the job needs a different price, and you decide not to go ahead
What you pay
£120 call-out, or the price of your booking if that's less
What happens
You can't show ID and proof that you own the car or are allowed to use it
What you pay
£120 call-out, or the price of your booking if that's less. The locksmith won't do the job.
What happens
You supplied the key and it can't be programmed to your car
What you pay
£120 call-out, or the price of your booking if that's less
What happens
Your locksmith can't do the job, doesn't turn up, or we can't find one
What you pay
Nothing. We release the hold.
A call-out charge is never more than the price you booked at. For example, a £100 lockout never costs more than £100.
When you're charged
When the locksmith finishes, your booking page asks "Is the job done?"
•
Yes: we charge your card.
•
No, there's a problem: nothing is charged until we've sorted it with you.
•
No answer within 2 hours: we charge your card automatically.
Extras you agree to on site, such as a spare key cut, are charged separately at the end. So is any part of the final price above the hold.
Refunds
If you're unhappy with a charge, use Report a problem on your booking page, or email [[hello@haasty.com]]. If we agree a refund, it goes back to the card you paid with. Banks usually take 5 to 10 working days to show it.
This doesn't affect your legal rights.