FAQ · straight answers
Frequently asked questions
Everything people ask us before calling: real response times, what a call-out costs, what your insurance covers and what happens to your door. If your question isn't here, a locksmith answers you on the phone, 24/7.
Response times & call-outs
The locksmith's arrival
20 minutes guaranteed in the city of Geneva, 20 to 35 minutes in the canton's other communes depending on your area. As soon as the on-call team sets off, you receive its arrival time by SMS.
Above all, don't force the door or a stuck key: a broken bolt or cylinder turns a simple opening into a longer, costlier repair. Get somewhere warm if you can and keep your phone in hand: we call you when we reach your street.
Yes, always. The locksmith checks an ID document and, if needed, something linking your name to the address (lease, letter, a neighbour who recognises you). This check protects you too: nobody can have your door opened in your place.
Yes. We handle tenant call-outs, apartment doors, building entrances and utility rooms, with grouped monthly invoicing and a single on-call contact. To open a property manager account, write to info@super-serrurier.ch.
Prices & insurance
What you pay, and who pays
It depends on the type of door, the security level of the cylinder and the situation on site. The basics: call-out and opening flat rate from CHF 120 (travel included anywhere in the canton of Geneva), extra hour from CHF 99 if the job goes beyond the flat rate — cylinder, lock, securing work — and parts quoted before fitting. The exact amount is announced on the phone and confirmed on site, before any work. See the Prices page.
Yes, sometimes: an emergency surcharge from CHF 60 may apply at night, on weekends, on public holidays or for an immediate departure. It is always announced on the phone before the locksmith sets off — the invoice matches the price agreed before the call-out, whether it's a Tuesday at 2 pm or a Sunday at 3 am.
You pay nothing. If the opening fails, the call-out is free, with no conditions and no discussion. It's written into our commitments and applies to every call-out.
In many cases, yes: personal liability or household contents insurance covers all or part of the call-out depending on your policy. We prepare an itemised invoice with photos and can send it directly to your insurer, with nothing for you to do.
Security & access
Your door, your keys, your lock
Almost never: 9 openings out of 10 are done with a shim or picks, with no mark and without touching the cylinder. When drilling is the only way, it's never improvised: we explain it, quote the replacement cylinder and wait for your agreement.
Rarely. Replacing the cylinder is enough in most cases: the old keys stop working, the lock stays in place and the cost stays reasonable. We do it the same evening, with stock carried in every vehicle. Same advice after moving in: you don't know how many copies are out there.
Yes, for your own door, and an emergency opening is no problem once your identity is verified. For a permanent cylinder replacement, it's wise to inform your property manager, especially if the building uses a master key system; we tell you what to pass on to them.
Call the police and file a report, touch nothing until they've been, then call us: we secure the entrance within the hour, with photos and a call-out report usable for the complaint and the insurance file. The repairs are often covered by household insurance, on presentation of the police report.
No, by choice. No armoured doors, no alarms, no maintenance contracts: only emergency work — openings, jammed locks, cylinders, broken keys, securing after a break-in. That specialisation keeps our teams available 24/7 across the canton of Geneva.