Terms of use (customers)

These General Terms govern access to and use of the website https://cerrajero-express.es and the intermediation services offered by Cerrajero Express to users who request locksmith services.

Use of the platform implies awareness of these terms and, where applicable, their express acceptance. Users are advised to read them carefully before requesting a service.

1. Identification of the operator and scope of application

The owner and operator of the platform is Cerrajero Express, identified as follows:

Trading name: Cerrajero Express

Tax ID (NIF): B16684748

Address: C. Murillo, 5, 03184 El Chaparral, Alicante, Spain.

Email: info@cerrajero-express.es

Phone: +34 603 563 713

Website: https://cerrajero-express.es

These terms apply to customers and private users who access the platform to request, enquire about or contract locksmith services through the available digital channels.

Where the user is a consumer, mandatory consumer-protection rules apply, and no clause of these terms may be interpreted as a waiver of legally recognised rights.

2. Purpose of the platform and nature of the intermediation service

Cerrajero Express is a digital intermediation platform that facilitates contact between users who need locksmith services and self-employed professionals or specialised companies that can handle those requests.

Through the website, the user may request different types of work, including among others:

• Opening doors of homes, premises and other properties.
• Opening doors in cases of lost or forgotten keys.
• Change, replacement or installation of locks and cylinders.
• Repair of locks and locking mechanisms.
• Urgent locksmith services, including those requested outside usual business hours.
• Other work related to security and locking systems.

The platform allows requests to be submitted via web forms, chats, request assistants (wizards) and other available digital channels.

Cerrajero Express carries out an intermediation activity and does not necessarily perform the technical locksmith work itself. Unless expressly stated otherwise, the on-site intervention will be performed by the collaborating professional who accepts the job.

The assigned professional is responsible for the technical provision of the service, the means used, the final assessment of the work, the materials used and compliance with the legal and professional obligations that apply to them.

The platform does not guarantee that every request can be handled or that professionals are immediately available in any location, date or time slot. A reference to 24-hour availability means that assistance may be requested at any time; it is not a guarantee of acceptance, arrival or intervention within a specific period.

3. Registration and user account

Certain Cerrajero Express features may require creating a user account. Registration may request identification and contact data such as first name, last name, phone number and email address.

The user undertakes to:

• Provide accurate, complete and up-to-date information.
• Keep access credentials confidential.
• Not share authentication data with unauthorised third parties.
• Report any suspicious access, misuse or security issue related to their account.
• Not use other people’s accounts or impersonate identities.

The user is responsible for operations carried out from their account where attributable to their use, without prejudice to rights that apply in cases of unauthorised access or security incidents beyond their control.

Cerrajero Express may take proportionate measures to protect accounts, investigate fraudulent use and temporarily suspend compromised access where necessary.

4. Service requests and the user’s duty to provide information

To request a service, the user must describe the circumstances of the incident as clearly and precisely as possible.

Information provided may include:

• Name and contact details.
• Exact address or location of the property where intervention is required.
• Type of service requested and description of the problem.
• Type of door, lock or mechanism, where known.
• Level of urgency and availability for the intervention.
• Photos or other files needed to understand the incident.

The user guarantees that the information provided is accurate and that they are authorised to request intervention at the indicated property. Where necessary, the professional may request reasonable information or checks to verify that the person requesting the service is entitled to access the property or authorise the work.

The user undertakes not to use the platform to request illegal or fraudulent interventions or ones that may infringe third-party rights.

5. Photos and files submitted by the user

The platform may allow the user to attach photos of doors, locks, cylinders, locking mechanisms and other elements related to the incident.

Images will be used to facilitate understanding of the request, allow a preliminary assessment, help assign a professional and, where applicable, generate indicative estimates using automated tools.

The user declares that they have the right to provide the photos and that their use for the stated purposes does not infringe third-party rights.

Users are advised to avoid photos that include people, identity documents, financial information or other personal data not needed to process the service.

Sending photos does not authorise their use for advertising purposes nor imply a general assignment of rights over them. Processing will follow the purposes described in the Privacy policy.

6. Price estimates using artificial intelligence

Cerrajero Express may offer artificial-intelligence tools that analyse photos and data provided by the user to generate preliminary estimates for certain locksmith work.

These tools may assess apparent characteristics of locks, cylinders, doors and other elements and provide price ranges or indicative information about the possible service needed.

Estimates generated by artificial intelligence are for information only and do not constitute binding quotes, definitive offers or guarantees of the final price.

The automated assessment may differ from the actual conditions of the work, because certain circumstances can only be checked on site by a professional, such as the state of the mechanism, difficulty of opening, need for materials or internal damage.

The final price must be confirmed by the professional who will perform the work before the user accepts performance of the corresponding service.

Use of artificial-intelligence tools does not replace a professional assessment and does not guarantee availability of a locksmith or performance of a specific intervention.

7. Matching and assignment of professionals

Once a request is received, Cerrajero Express may use the data provided to identify collaborating professionals who can handle it.

The matching or assignment process may take into account factors such as:

• The property location and the professional’s coverage area.
• The type of intervention requested.
• Declared specialisation and professional activity.
• Availability communicated by the collaborator.
• Other operational criteria related to request management and service quality.

Assigning a request does not necessarily mean a technical service contract has been formed and does not guarantee that the professional will accept the job.

Where appropriate, the platform will provide the user with information about the professional offering the service, their status as a business or self-employed professional according to declared information, and the allocation of responsibilities between the professional and Cerrajero Express.

Relevant information about the provider’s identity, the characteristics of the service and the conditions of performance must be available before the user accepts the corresponding contract.

8. Formation of the service contract

A distinction must be made between Cerrajero Express’s intermediation activity and the technical service contract concluded with the collaborating locksmith.

Submitting a request through the website generally constitutes a request for assistance or contact. By itself it does not mean a professional has accepted the job or that a works contract has automatically been formed.

The locksmith service contract is formed between the user and the relevant professional when there is agreement on the essential elements of the intervention, in particular:

• The work to be performed.
• The location and circumstances of the intervention.
• The price or applicable economic criteria.
• Materials or components included, where applicable.
• The conditions and expected timing of performance.

Acceptance may take place by phone, electronic communication, messaging or another means that allows the agreement reached to be evidenced.

Cerrajero Express may facilitate contact, transmit information and help coordinate the request, but is not necessarily a party to the technical service contract nor responsible for physically performing the work.

The contractual relationship between customer and professional is governed by the terms agreed between them and by applicable law, including consumer-protection rights where they apply.

9. Prices, quotes and additional work

The user has the right to know the economic conditions of the service before accepting its performance.

The professional must, as applicable, inform the user of the items that make up the price, such as travel, labour, materials, urgency, special hours, taxes and any other applicable item.

Where technical circumstances prevent giving a definitive price before inspecting the mechanism, the professional must explain this and communicate the available quote or assessment to the user before performing work that requires acceptance.

No additional work, replacement of parts or action different from what was initially agreed may be charged to the user without the user having been informed and having given their agreement.

In particular, if during the intervention the professional finds that additional work is needed, they must explain its nature and corresponding cost, allowing the user to decide whether to accept it.

In contexts of urgency, risk or necessity, applicable legal limits on price increases will also be respected, including those under Article 20 ter of consumer rules where their requirements are met.

The user is not obliged to pay amounts for work not requested or not accepted, without prejudice to amounts legally due for services actually contracted and performed.

10. Payments and invoicing

Payment conditions depend on the contracting model and the procedure enabled for each service.

Depending on the case, payment may be made:

• Through the platform: where Cerrajero Express enables a collection system for the specific service, the amount, included items and payment conditions will be informed before the operation is confirmed.
• Directly to the professional: where the service is invoiced and collected at the place of intervention, payment is made to the collaborating locksmith according to the means and conditions they communicate.

The platform does not presuppose use of a particular payment gateway. Available payment methods, applicable conditions and, where relevant, the identity of the payee will be indicated before the operation is completed.

The professional who provides the service is responsible for issuing the corresponding invoice or receipt for work performed where required by law. If Cerrajero Express provides any billable service directly to the user, it will issue the supporting documentation that applies to that service.

The user should keep payment receipts and communications related to the contract to facilitate management of possible incidents or claims.

11. Cancellations and withdrawal

The user may communicate a decision to cancel a request or intervention by email to info@cerrajero-express.es or through the contact channels used to manage the job.

Where no professional has yet accepted the request, cancellation of the intermediation request may be made without that implying existence of a technical service contract.

Where a professional has already accepted the job, started travelling or begun the intervention, the user must communicate cancellation as soon as possible both to Cerrajero Express and to the assigned professional.

The economic consequences of cancellation depend on the state of performance of the contract, previously communicated conditions and applicable law. Arbitrary penalties or charges not previously informed or contrary to consumer rights may not be imposed.

11.1. Statutory right of withdrawal

For distance service contracts with consumers there is, as a general rule, a right of withdrawal of fourteen calendar days from conclusion of the contract, unless a legally provided exception applies.

Where the user expressly requests that a professional attend the property to carry out urgent repair or maintenance, the exception under Article 103(h) of Spanish Royal Legislative Decree 1/2007 may apply. In that case the right of withdrawal does not apply to the specifically requested urgent repair work.

This exception does not automatically extend to additional work not specifically requested, nor to goods or materials other than spare parts necessarily used for the urgent repair or maintenance. For such additional services the rights that legally apply will remain.

For services not covered by a legal exception, the user may exercise the right of withdrawal within the applicable period. If they expressly request that performance begin during that period, the legal rules on proportional payment for services actually provided and loss of the right of withdrawal once the service has been fully performed will apply, where the legal requirements of consent and prior information are met.

Withdrawal must be communicated to the professional with whom the technical service contract was concluded. Cerrajero Express may help transmit that communication through its support channels, without prejudice to contacting the professional directly.

12. Complaints and incidents

If the user experiences any problem during the request, assignment or performance of the service, they may contact Cerrajero Express through:

Email: info@cerrajero-express.es

Phone: +34 603 563 713

Address: C. Murillo, 5, 03184 El Chaparral, Alicante, Spain.

To help manage an incident, it is recommended to indicate:

• User’s name and contact details.
• Date and location of the requested service.
• Description of the incident or reason for the complaint.
• Identification of the assigned professional, if known.
• Quote, invoice, receipts, photos or other related evidence.

Cerrajero Express may forward the complaint to the relevant professional, request information about the job and facilitate communication between the parties to try to reach a solution.

Where the complaint concerns technical performance, quality, damage, warranties or invoicing of a service provided by an independent professional, it should also be addressed to that professional, without prejudice to Cerrajero Express’s own liabilities that legally arise from its intermediation activity.

The platform’s involvement in managing a complaint does not necessarily mean it assumes the professional’s contractual liability, nor does it imply a waiver by the user of legal actions they may bring.

13. User ratings and reviews

After an intervention, Cerrajero Express may enable rating systems so users can share their experience of the professional or service received.

Reviews must be authentic, related to a real experience and respect the rights of the persons concerned.

It is prohibited to publish false, defamatory, threatening, discriminatory or unauthorised advertising content, or content that includes third-party personal data without a legitimate basis.

Cerrajero Express may moderate, hide or remove content that breaches these terms or applicable law, without prejudice to authors’ rights and legal obligations applicable to managing third-party content.

14. Prohibited uses of the platform

The user undertakes to use Cerrajero Express lawfully, responsibly and in line with the website’s intermediation purpose.

In particular, it is prohibited to:

• Provide false data or use other people’s identities.
• Request services for illegal or fraudulent activities.
• Request interventions on properties without sufficient authorisation or entitlement.
• Use the platform to harass, threaten or harm professionals or third parties.
• Introduce viruses, malicious code or tools intended to compromise systems.
• Attempt unauthorised access to accounts, systems or data of other users.
• Systematically extract, copy or reuse platform content for unauthorised commercial purposes.
• Interfere with the website’s operation or use it abusively.

In case of misuse, Cerrajero Express may restrict or suspend access to affected features, investigate incidents and take appropriate legal measures, respecting users’ rights.

15. Intellectual and industrial property

Cerrajero Express’s own content and elements, including texts, designs, logos, graphics, photos, interfaces, code and platform structure, are protected by intellectual and industrial property law.

Use of the platform does not authorise the user to reproduce, distribute, modify, communicate publicly or commercially exploit them without authorisation from the relevant rights holders, except where legally permitted.

Content, photos and other files provided by the user remain owned by their respective rights holders. By sending them to the platform, the user authorises their limited use for operations needed to manage the job, communicate it to the assigned professional and provide the requested features, including automated analysis where applicable.

16. Limitation of the platform’s liability

Cerrajero Express makes reasonable efforts to maintain the website’s operation, availability and security, without guaranteeing that it is permanently free of interruptions, technical errors or incidents beyond its control.

As an intermediation platform, Cerrajero Express does not necessarily perform technical locksmith work and does not directly control the means, tools or procedures used by independent professionals.

Therefore, to the extent permitted by applicable law, Cerrajero Express does not guarantee:

• Permanent availability or acceptance of all requests.
• Arrival of a professional within a specific time, unless a specific commitment is confirmed.
• The technical result of an intervention performed by an independent professional.
• Absolute accuracy of automated estimates or of information provided by third parties.
• Absence of errors or omissions in data communicated by collaborating professionals.

The above limitations do not exclude Cerrajero Express’s liability for its own breaches, acts or omissions, nor the obligations that apply to it under intermediation, e-commerce and consumer-protection law.

In particular, nothing in these terms limits consumers’ non-waivable rights or excludes liability that cannot legally be excluded or restricted.

17. Personal data protection

Personal data provided by users will be processed in accordance with Regulation (EU) 2016/679 (GDPR), Organic Law 3/2018 (LOPDGDD) and other applicable rules.

Data may be used to manage accounts, process requests, assign professionals, facilitate communications, process photos for automated estimates, handle complaints and comply with corresponding legal obligations.

Where necessary to process a job, certain data may be communicated to the assigned professional so they can manage and perform the requested service.

Details of purposes, legal bases, recipients, retention and exercise of rights are set out in the Privacy policy.

18. Changes to these terms

Cerrajero Express may amend these terms where necessary due to legislative, technological, operational or commercial changes, or to adapt the platform to new features.

The current version will be available on the website. Amendments apply from publication for new uses and requests, without prejudice to rights and obligations arising from contracts already concluded.

Where an amendment substantially affects an ongoing contractual relationship, the user will be informed and acceptance obtained where legally required.

19. Applicable law and jurisdiction

These terms are governed by Spanish law and applicable rules of European Union law, in particular:

• Law 34/2002 on information society services and electronic commerce (LSSI-CE).
• Royal Legislative Decree 1/2007 approving the consolidated text of the General Law for the Defence of Consumers and Users.
• The Civil Code and other applicable contract law.
• Regulation (EU) 2016/679 and Organic Law 3/2018 on personal data protection.

For disputes with users acting as consumers, the courts determined by mandatory consumer-protection and jurisdiction rules will have jurisdiction. No provision of these terms may be interpreted as imposing a territorial forum different from that legally corresponding to the consumer.

In relationships with users acting in a business or professional capacity, and where legally admissible, the Courts and Tribunals of Alicante will have jurisdiction.

The user may also use administrative, judicial or extrajudicial dispute-resolution mechanisms that are legally available.

20. Contact

For any enquiry, communication or incident related to these General Terms of Use, the user may contact Cerrajero Express through:

• Email: info@cerrajero-express.es
• Phone: +34 603 563 713
• Postal address: C. Murillo, 5, 03184 El Chaparral, Alicante, Spain.
• Website: https://cerrajero-express.es

These terms form the general framework for use of the platform by customers and end users, without prejudice to particular terms that may be agreed directly between the user and the locksmith professional for each intervention. See also the Legal notice and the Partner / locksmith terms.