05 — Dudas frecuentes
Frequently asked questions
These are the questions our customers in Donostia and Gipuzkoa ask us most often.
01 / 18 How quickly do you arrive?
In Donostia-San Sebastián and nearby areas we usually arrive in 20-30 minutes. Across the rest of Gipuzkoa average response time is 30-60 minutes, depending on traffic and distance. If it's a critical emergency, tell us on the phone and we'll prioritise.
02 / 18 Do you work at night and on holidays?
Yes. We are available 24 hours a day, 365 days a year, including Sundays, public holidays, Christmas Eve, New Year's Eve and Christmas. Night and holiday services have a surcharge published on our prices page.
03 / 18 Which areas do you cover?
We cover the whole of Gipuzkoa: Donostia-San Sebastián (Centre, Amara, Antiguo, Gros, Egia, Intxaurrondo, Altza, Old Town...), Irun, Hondarribia, Rentería, Pasaia, Lezo, Oiartzun, Hernani, Lasarte-Oria, Andoain, Urnieta, Astigarraga, Tolosa, Zarautz, Getaria, Zumaia, Orio, Eibar, Elgoibar, Deba, Mutriku, Azpeitia, Azkoitia, Beasain, Ordizia, Oñati, Bergara, Legazpi, Zumarraga and more.
04 / 18 Are prices higher at night?
Yes, we apply a night surcharge of €50 between 22:00 and 06:00, and a €60 surcharge on Sundays and public holidays. Special holidays (Christmas Eve, New Year's Eve, Christmas Day) carry a €150 surcharge. We always inform you of the total before starting.
05 / 18 What payment methods do you accept?
We accept cash, card (Visa and Mastercard), Bizum and bank transfer. We always issue an invoice with full details of the service.
06 / 18 Do you guarantee your work?
Yes. All work and installed components come with a guarantee. New parts and locks carry the manufacturer's warranty (usually 2 years). Labour is guaranteed against installation faults.
07 / 18 Do prices include VAT?
Prices listed on our prices page do NOT include VAT. When quoting any service we tell you the total including VAT before starting, no surprises.
08 / 18 Can you open my door without breaking anything?
In most cases, yes. We use non-destructive techniques such as picking, impressioning, controlled bumping or bypass, depending on the lock. Only in doors with badly damaged cylinders or blocked with objects is it not possible.
09 / 18 When should you change the lock?
Whenever you lose your keys, move into a second-hand home, suffer an attempted break-in or notice frequent lock failures. We recommend upgrading to an anti-bumping cylinder with registered key for extra security.
10 / 18 What is an anti-bumping cylinder?
A cylinder designed to resist the bumping technique (opening with a percussive key) and picking. High-security models add anti-drill, anti-extraction and registered-key systems (only the owner can copy it).
11 / 18 Do you install electronic locks?
Yes. We install electronic locks with keypad, RFID card, fingerprint or mobile opening (Bluetooth/Wi-Fi). We advise on the best model for your door and needs.
12 / 18 Do you open cars without damaging the bodywork?
Yes. We open cars, vans and motorbikes without breaking glass or damaging the lock, using specific tools. Compatible with the vast majority of current brands and models.
13 / 18 My key broke off inside the lock, what should I do?
Don't try to extract it with tweezers or sharp objects, you might make it worse. Call us and we'll extract the piece without damaging the cylinder. Often it is a quick, affordable job.
14 / 18 Can you duplicate high-security keys?
Yes, provided you present the owner card that comes with the key. Registered keys can only be duplicated with this card, which is precisely what makes them secure.
15 / 18 Do you repair blinds as well as locks?
Yes. We repair household blinds (straps, motors, slats, casings), commercial roller shutters and industrial blinds. We also add motorisation to manual blinds.
16 / 18 I've been burgled, what should I do?
First, file a police report. Then call us to assess the damage, change the lock (essential even if it seems to work) and reinforce the door with escutcheons and anti-bumping deadbolts to prevent future attempts.
17 / 18 I'm renting a home, should I change the lock?
Absolutely. When you move into a rental or second-hand home you never know how many copies of the keys are out there. Changing the cylinder (no need for a new lock) costs between €90 and €250 and brings peace of mind.
18 / 18 Do you charge for quotes?
Phone quotes are free and no-obligation. If you request an on-site quote without hiring work, the published €25-40 fee applies. If you accept the service, the quote is free.