Terms & Conditions

Purpose

1. The system installed is intended to mitigate the risk of loss or damage to your premises, and in some instances, safeguard the well-being of those under monitoring, within the capabilities of this equipment type. Nonetheless, we cannot assure that the system is immune to removal, tampering, or cessation by you or any unauthorized individual. In the event of such occurrences, Secure CCTV disclaims responsibility for any resulting direct or indirect losses you may incur.

Payment

1. The balance is payable immediately and will be held upon completion of the work by our service engineer on the day. 2.2 Payment is by cash, bank transfer or debit/credit card, Klarna and PayPal. The following payment cards are accepted: Visa, MasterCard, Maestro, Delta, Electron or Solo & American Express. The payment is to be completed BEFORE the engineer leaves the property. WE DO NOT ACCEPT CHEQUES
2. CCTV and Alarm orders that are cancelled beyond the 14-day cooling off period and 24 hours prior to the agreed installation date will be subject to a £10 processing fee. A full refund will then be returned to you in the form it was paid (Card, BACS, PayPal etc)

Costs

1. All quotes are valid for a period of 14 days.
2. The quoted costs may be revised if:
   1. (a) You require the work to be carried out more urgently than agreed.
   2. (b) You change the specification.
   3. (c) Your premises are in some way unsuitable for the equipment and this was not apparent during the course of the telephone/e-mail conversation or there are circumstances which we should have been made aware of.
   4. (d) any other special circumstances that arise and we were not made aware of in writing when supplying our original quotation arose. This includes:
      1. Re-visits of the installer/technicians/engineer for reconfiguration of the system.
      2. Remote viewing, where the customer is responsible for the availability of a broadband internet service, a router that provides the ‘PORT-FORWARDING’ function and a public (static) IP address.
      3. The installation work is outside the working hours of 8.00am – 6.00pm Monday – Friday, except statutory holidays. Requests made by the customer to install outside these working hours will incur additional charges.
3. Engineers may be required to deviate from standard installation practices. Exceptions are only applicable if explicitly mentioned in the Works Schedule or communicated to us in writing during the original quotation phase. Installations should ideally occur in readily accessible areas, eliminating the necessity for supplementary labour. This includes:
   1. Underground cabling
   2. Redecoration
   3. Building work
   4. Removal of floorboards, Carpet lifting/laying
   5. Erecting poles
   6. Cable containment
   7. Exceptionally high ceilings Drilling through walls thicker than 300mm.

The above will incur additional charges as agreed by the company representatives if required. NOTE ~ Additional charges may be made if our engineers/technicians/installers are not provided with access to doors, shutters, windows, or any other areas where cables and equipment needs to be installed thereby incurring extra cable length. In any case, the customer will not be liable for extra costs beyond their reasonable knowledge.

Equipment

1. Should you wish to cancel an installation that you’ve arranged online or over the phone, you are entitled to a 14-day cooling-off period. During this time, you can cancel for any reason and receive a full refund. This cooling-off period also applies if the business approached you off their premises and the transaction exceeds £42. Your cooling-off period commences the day after you enter into a contract with us, whether verbally or otherwise.
2. In order to maintain consistency in installation, quality, and service, our engineers will conduct pre and post-installation checks on the equipment. Additionally, they will take photographs of completed installations for documentation purposes.
3. We will provide a full demonstration on completion of installation.

General

1. The prices quoted for our ‘CCTV and Alarm Smart kits’ on this site are applicable for installations within London, Essex, Suffolk, Norfolk, and Cambridgeshire. For locations outside of these areas, prices are available upon request.
2. The company (Secure CCTV) will endeavour to deliver and/or complete security systems as soon after receipt of an order as possible but cannot accept any responsibility or liability whatsoever for any claim arising in connection with any delay in delivery or completion howsoever caused.
3. You agree to give us and our workers full access to your premises to survey, measure, install, test and service the equipment. You also agree to provide an adequate electricity supply for the equipment to operate correctly. If our work is interrupted or delayed because of a problem with access, or the electricity supply is inadequate, we may make an additional charge. We are not liable if completion is delayed due to circumstances beyond our control. By signing the contract with us, you guarantee that you have full authority to allow the installation and no other consent is needed.
4. You consent to granting our engineers permission to capture non-identifying photographs of your installation for potential publication on our website and digital platforms, which may include social media channels.

Guarantee/Warranty

We offer a 36-month warranty period on all our CCTV and Alarm products.

1. If a fault occurs with the security system, the customer must promptly notify us via our support email or telephone number. We will endeavor to repair the fault as soon as possible upon receiving notification.
2. We guarantee to repair hardware-related faults in the installed system free of charge within the warranty period from the installation date. However, this guarantee excludes matters stated in condition
3. The guarantee does not apply in cases where we suspect changes have been made to a system/product supplied by our company or to faults caused by the following:
   1. Incorrect adjustment or positioning by the customer or others of any system part.
   2. Failure of consumable items with a finite life, such as internal hard disk drives.
   3. Products added to the CCTV or Alarm system not directly supplied by us.
   4. Work performed by police, fire, or other authorities, or by any telecommunications agency or other party.
   5. Changes in configuration by other parties (Telecoms, Internet providers, etc.).
4. If a fault or malfunction in the system is caused by the user and not by a defective part or installation, a call-out fee of at least £100+VAT will be charged. For example, if an engineer attends to assess a ‘no video’ issue caused by the customer accidentally cutting or disturbing the installation cables/components, a fee will be applicable. However, if upon investigation, a faulty part is found, it will be repaired or replaced within the warranty period at no additional cost.
5. If your system is older than 12 months but less than 35 months, you are required to purchase a warranty callout package to cover the RMA (Return Merchandise Authorization) procedure.

Remote Viewing & IT Issues

If remote viewing configuration cannot be completed on the scheduled installation day due to IT technical issues, ISP unavailability, or lack of necessary details such as Router IP address, username, and password, additional charges will apply for remote configuration or revisits to complete the setup. Secure CCTV cannot be held responsible for client IT issues, including changes in routers, failed connections, switches of internet service providers, router resets, new mobile phones, loss of router settings, or updates to operating systems.

Liability

1. The company (Secure CCTV) shall not be liable, unless due to our own negligence for the costs of any work, repairs or replacement of equipment which results from fire, electrical power surge, storm, flood, accident, neglect, misuse or malicious damage.
2. The company (Secure CCTV) does not warrant or represent that that the operation of the installation will be uninterrupted or error free. We provide the system to assist in the security of the customers premises but does not thereby warrant the security of the property, the customer or the contents therein.
3. The company (Secure CCTV) does not act and shall not be deemed to act as an insurer of the customers property or contents contained therein and give no warranty that by virtue of the installation of the system, the property or contents contained therein are completely secure or inviolable.
4. The company (Secure CCTV) shall have no liability in contract, unless due to our own negligence for any loss suffered and we do not accept any liability whatsoever for any consequential loss or damage (including loss of earnings or profits) which may arise from any malfunction or defect of the system.
5. The terms and conditions given in this contract do not affect your rights under the Sale of Goods Act or Unfair Contract Terms Act.

Force Majeure

Secure CCTV shall not be liable for any failure of or delay in the performance of this Agreement for the period that such failure or delay is due to causes beyond its reasonable control, including but not limited to acts of God, war, strikes or labour disputes, embargoes, government orders or any other force majeure event.

Applicable Law

This contract is governed by the laws of England and Wales, Scotland or Northern Ireland and each party submits to the jurisdiction of the Courts thereof.

Complaints Procedure

We aim for your satisfaction with every purchase from us. However, if there’s anything you’re dissatisfied with, we encourage you to inform us so we can address the issue. Initially, please reach out to us by calling 01206 806213. If you prefer not to discuss matters over the phone, you may also contact us through the methods listed below:

Email: info@secuirtysmartuk.com
Letter: Complaints, Secure CCTV, 50 Princes Street, Ipswich, Suffolk, IP1 1RJ.

Upon receiving a complaint, all pertinent details will be meticulously recorded in the Complaint Log. A response will be promptly issued to the customer within 5 working days. In instances where the complaint is of a more intricate nature, and a comprehensive response cannot be provided within this timeframe, the customer will be contacted within 5 working days to be informed of the situation. Additionally, an estimate will be provided regarding when a complete response can be expected.