Cancellation Policy

Summary

• Before the technician checks in as en route: cancel and your service-call deposit is refunded in full.
• After the en-route check-in: the service-call deposit is non-refundable.
• Technician more than 20 minutes past the ETA we gave you: you may cancel for a full deposit refund.
• No-show: the technician waits 12 minutes at the address; after that the visit ends and the deposit is non-refundable.
• On-site verification fails: the deposit is non-refundable.
• Home security walkthrough add-on: the $50 add-on and the service call on that order are non-refundable.
• We cancel for reasons on our side: full refund.
• Refund timing: approved refunds are issued to the original payment method within 5 business days of approval; your bank may take longer to post the credit.

The deposit is the service call: $15 inside city limits or $25 outside, paid up front for online and phone orders. See our Payment & Deposit Policy.

The en-route check-in is the refund cutoff

When the assigned technician gets into their vehicle and begins driving to you, they check in and you are notified that they are en route. That check-in is the refund cutoff.

If you cancel before the check-in, the service-call deposit is refunded in full and no other fee applies. Once the technician has checked in as en route, we have committed a technician, time and travel to your call, so the service call is non-refundable — including when you cancel because you got in another way. No separate cancellation fee is charged; the service call is all you lose.

Late arrival

Arrival times are estimates, not guarantees. But if the technician is more than 20 minutes past the ETA we gave you, you may cancel and receive a full refund of the service-call deposit, even after the en-route check-in. Contact us before the technician arrives to use this option.

No-shows and customers we can't reach

When the technician arrives, they wait 12 minutes at the address, no more, while trying to reach you by phone or text. If you are not at the location and the technician cannot complete the job within that time, the visit ends as a no-show and the service-call deposit is non-refundable. Giving an inaccurate location has the same result.

Declining service after arrival

If the technician arrives and you decline the work, or decline a changed price or drilling because the job turned out different from what was described, you pay only the service call, which is non-refundable at that point. We always explain any price change and get your approval before continuing.

If on-site verification fails

We only open, rekey or make keys once we have verified that the person asking is authorized. If on-site verification fails, we will not perform the service; the customer is responsible, and the service-call deposit is non-refundable. A customer under 18 must have a parent or legal guardian present or on the phone to confirm the situation. See how we verify authorization.

Home security walkthrough add-on

The optional $50 home security walkthrough is chosen at checkout. Once purchased, the walkthrough add-on and the service call on that order are non-refundable.

When we cancel

We may cancel or decline service if no technician is available within a reasonable time, the location is outside our service area (we do not serve Kentucky addresses), the job cannot be performed with the hardware or vehicle involved, or the site is unsafe for our technician. If we cancel for reasons on our side, your service-call deposit is refunded in full.

How to cancel and how refunds are paid

Call (707) 653-6152 or email contact@instantlocksmithtn.com as soon as you know, so we can stop the technician before the en-route check-in if possible. Approved refunds are issued to the original payment method within 5 business days of approval; your bank or payment app may take additional time to post the credit.

See also our Service Terms and pricing.

ILT Lifesaver calls

Qualifying ILT Lifesaver responses are free, so no deposit is taken and nothing is forfeited. If emergency responders resolve the situation first, just let us know.

Contact

Questions about this page can be sent to Instant Locksmith TN by email at contact@instantlocksmithtn.com or by phone at (707) 653-6152. We aim to answer email within 12 hours.

Effective date: October 5, 2026. Last updated: October 5, 2026.