SECURESTONE UK LIMITED

Governed by the law of England and Wales

TERMS AND CONDITIONS

Last updated: April 2026

1. INTRODUCTION AND INTERPRETATION

1.1 These Terms and Conditions govern the supply of security systems, equipment, maintenance services, network solutions and on-site security assessments by SecureStone UK Limited to both business customers and consumers.

1.1.1     Definitions and Interpretation

In these Terms and Conditions, the following words and phrases have the following meanings:

Business Customer means a customer who is acting for purposes relating to that person’s trade, business, craft or profession.

Consumer means an individual acting for purposes that are wholly or mainly outside that individual’s trade, business, craft or profession.

Contract means the legally binding contract formed between the Supplier and the Customer for the supply of Products, Services or both, incorporating these Terms and Conditions.

Customer means the person, firm or company who purchases Products or Services from the Supplier.

Delivery means the transfer of physical possession of Products to the Customer or their nominated recipient, or the making available of digital Products or Services.

Digital Content means data which are produced and supplied in digital form, including software, applications, network configurations, digital recordings or documentation.

DMCCA 2024 means the Digital Markets, Competition and Consumers Act 2024.

Fees means the amounts payable by the Customer to the Supplier for Products or Services as set out in the Order Confirmation or as otherwise agreed in writing.

Intellectual Property Rights means patents, rights to inventions, copyright and related rights, trade marks, business names and domain names, rights in get-up, goodwill and the right to sue for passing off, rights in designs, database rights, rights to use and protect the confidentiality of confidential information including know-how, and all other intellectual property rights, in each case whether registered or unregistered and including all applications and rights to apply for and be granted, renewals or extensions of, and rights to claim priority from, such rights and all similar or equivalent rights or forms of protection which subsist or will subsist now or in the future in any part of the world.

Order means the Customer’s order for Products or Services placed by telephone, email, via the Website or in person.

Order Confirmation means the Supplier’s written acceptance of an Order, whether by email, signed quotation or invoice.

Products means the goods supplied by the Supplier including but not limited to CCTV systems, burglar alarm systems, property defence solutions, network hardware and software, together with all related equipment, components and Digital Content.

Services means the services provided by the Supplier including but not limited to installation of security and network systems, repairs, maintenance, On-Site Security Assessments and related consultancy and support services.

On-Site Security Assessment means a visit by the Supplier to the Customer’s premises to assess security requirements and provide recommendations.

Subscription Services means Services provided on a recurring basis under a monthly or annual subscription arrangement, including maintenance plans and ongoing support.

Supplier means SecureStone UK Limited, a company registered in England and Wales with its principal place of business at the address notified to the Customer and contactable at ashley@securestoneuk.co.uk.

Website means www.securestoneuk.co.uk.

Working Day means a day other than a Saturday, Sunday or public holiday in England when banks in London are open for business.

1.2.1 In these Conditions, unless the context otherwise requires, the following expressions shall have the meanings set out below:

“Agreement” means the contract between SecureStone UK Limited and the Customer for the supply of Goods and/or Services, comprising these Conditions, the Quotation, any Order Confirmation, and any Special Conditions agreed in writing.

“Agreement Date” means the date on which the Customer accepts the Quotation or otherwise instructs SecureStone UK Limited to proceed.

“ARC” means the third‑party Alarm Receiving Centre to which the System may be connected for Monitoring purposes.

“Assessment Fee” means the non‑refundable fee payable by the Customer for an on‑site security assessment conducted by SecureStone UK Limited.

“Call‑Out” means any unscheduled attendance by SecureStone UK Limited at the Site at the request of the Customer for the purposes of inspection, diagnosis, reset, repair, or assessment of the System.

“Call‑Out Charges” means the charges payable by the Customer in respect of a Call‑Out, including labour, travel, diagnostics, and any parts supplied.

“Certificate” means a certificate or report issued by SecureStone UK Limited following installation, maintenance, repair, or inspection of the System, confirming the work undertaken and any defects identified.

“Customer”, “You”, “Your” means the individual, firm, company, partnership, or other entity purchasing Goods or Services from SecureStone UK Limited.

“Equipment” means any CCTV, intruder alarm, fire alarm, emergency lighting, networking, cabling, security hardware, or associated components supplied, installed, repaired, or maintained by SecureStone UK Limited.

“Extra Works” means any works which SecureStone UK Limited reasonably determines are required to bring the System into operational, safe, or compliant condition, but which fall outside the scope of routine maintenance.

“Fire Alarm System” means a fire detection and alarm system comprising detectors, control panels, sounders, emergency lighting, and associated wiring, but expressly excluding fire extinguishers, fire blankets, and hose reels.

“Goods” means any physical items supplied by SecureStone UK Limited, including security devices, cameras, alarms, sensors, cabling, and accessories.

“Maintenance Contract” means an optional agreement under which SecureStone UK Limited undertakes to provide scheduled inspections, servicing, and priority support.

“Maintenance Plan” means a tiered subscription plan offered by SecureStone UK Limited for the ongoing maintenance of CCTV, alarm, and security systems.

“Maintenance Visit” means a scheduled visit by SecureStone UK Limited to inspect, test, service, or maintain the System.

“Minimum Term” means the minimum contract duration specified in the Quotation or Order Confirmation.

“Monitoring” means the remote monitoring of alarm signals by an ARC.

“Networking Services” means Wi‑Fi optimisation, mesh networking, router configuration, hard‑wired data cabling, and related networking works carried out by SecureStone UK Limited.

“Payments” means all sums payable by the Customer under the Agreement.

“Planning Permission” means any consent, approval, or authorisation required from a local authority or regulatory body for the installation of physical security equipment.

“Quotation” means SecureStone UK Limited’s written offer detailing the Goods, Services, pricing, and any Special Conditions.

“Services” means installation, repair, maintenance, Monitoring setup, emergency callouts, consultancy, configuration, and all related security services.

“Site” means the property at which the Goods and/or Services are to be delivered, installed, repaired, or maintained.

“System” means the security system installed, repaired, or maintained by SecureStone UK Limited, including CCTV, intruder alarms, fire alarm systems, and networking infrastructure.

“URN” means a Unique Reference Number issued by a police force to enable police response to alarm activations.

“We”, “Us”, “Our” means SecureStone UK Limited (Company No. 17133668), including its employees, agents, and subcontractors.

1.3 Words importing the singular include the plural and vice versa. 

1.4 Clause headings are for convenience only and shall not affect interpretation. 

1.5 References to legislation include amendments, re‑enactments, and subordinate legislation.

1.6 References to “including” shall be construed as meaning “including without limitation”.

1.7 In these Terms and Conditions, unless the context otherwise requires: (a) a reference to a statute or statutory provision includes a reference to that statute or provision as amended, extended or re-enacted from time to time and to any subordinate legislation made under it; (b) words in the singular include the plural and vice versa; (c) headings are for convenience only and do not affect interpretation; and (d) a reference to writing or written includes email but not text message.

2. FORMATION OF CONTRACT

2.1 These Terms and Conditions apply to all Orders placed by the Customer with the Supplier. By placing an Order, the Customer agrees to be bound by these Terms and Conditions.

2.2 The Customer’s acceptance of a Quotation, signature of an Order Confirmation, or instruction to proceed shall constitute an offer to purchase the Goods and/or Services.

2.3 No Agreement shall come into existence until SecureStone UK Limited confirms acceptance in writing or commences performance of the Services.

2.4 These Conditions shall apply to the Agreement to the exclusion of all other terms, conditions, or warranties, whether express or implied.

2.5 No variation shall be binding unless agreed in writing by an authorised representative of SecureStone UK Limited.

2.6 SecureStone UK Limited reserves the right to refuse any order at its discretion.

2.7 All Orders are subject to these Terms and Conditions, which are incorporated into every Contract. Any terms or conditions put forward by you are expressly rejected unless we agree to them separately in writing signed by one of our directors.

2.8 Any quotation provided by the Supplier is valid for 30 days from the date of issue unless otherwise stated. A quotation does not constitute an offer, and the Supplier reserves the right to withdraw or amend any quotation before an Order Confirmation is issued.

2.9 The Customer is responsible for ensuring that the details contained in the Order and any specification provided by the Customer are complete and accurate. The Supplier shall not be liable for any loss or damage arising from errors or omissions in information provided by the Customer.

2.10 Marketing materials, catalogues, website content and other promotional statements are for general information only and do not constitute an offer or form part of the Contract unless expressly incorporated in the Order Confirmation.

3. TERM AND RENEWAL

3.1 The Agreement shall commence on the Agreement Date and shall continue unless terminated in accordance with these Conditions.

3.2 Where a Minimum Term applies, the Agreement shall remain in force until the expiry of such Minimum Term.

3.3 Either party may terminate the Agreement upon not less than 60 days’ prior written notice, such notice to expire no earlier than the last day of the Minimum Term.

3.4 Maintenance Contracts shall renew automatically for successive periods of twelve (12) months unless terminated in accordance with this clause.

4. SECURESTONE’S OBLIGATIONS

4.1 Installation

4.1.1 SecureStone UK Limited shall carry out installation of the System with reasonable skill and care and in accordance with applicable industry standards.

4.1.2 Upon completion, SecureStone UK Limited shall issue verbal guidance confirming installation and identifying any defects or additional works required.

4.1.3 SecureStone UK Limited does not warrant that installation of the System will prevent or reduce the likelihood of crime, fire, or unauthorised access.

4.2 Maintenance

4.2.1 Where a Maintenance Contract is in place, SecureStone UK Limited shall carry out Maintenance Visits at the frequency specified in the Agreement.

4.2.2 Following each Maintenance Visit, SecureStone UK Limited shall issue verbal guidance confirming the condition of the System.

4.2.3 SecureStone UK Limited may recommend Extra Works where reasonably necessary to ensure compliance or operational integrity.

4.3 Emergency Callouts

4.3.1 SecureStone UK Limited shall provide a 24/7 emergency callout service.

4.3.2 Call‑Out Charges shall apply at the prevailing standard or out‑of‑hours rates.

4.3.3 Emergency attendance is intended to stabilise the System; full resolution may require further visits.

4.3.4 Emergency support is provided subject to availability and cannot be guaranteed. SecureStone UK Limited shall not be liable for any loss arising from delays in emergency attendance.

4.4 Monitoring

4.4.1 Where Monitoring is provided, SecureStone UK Limited shall arrange connection of the System to an ARC.

4.4.2 Monitoring is subject to the ARC’s operational terms and availability.

4.4.3 SecureStone UK Limited shall not be liable for failures caused by: (a) broadband or telecommunications outages; (b) mobile network failures; (c) power loss; (d) Customer‑side equipment faults.

4.5 SecureStone UK Limited Maintenance Plans

This clause 4.5 applies where the Customer purchases Subscription Services from the Supplier on a monthly or annual recurring basis.

Subscription Services include maintenance plans, ongoing monitoring, technical support and such other Services as are specified in the Order Confirmation.

Subscriptions are offered on a monthly or annual basis. The billing frequency applicable to the Customer’s subscription is set out in the Order Confirmation.

4.5.1 SecureStone UK Limited offers a range of tiered maintenance plans (“Maintenance Plans”) designed to provide ongoing inspection, servicing, optimisation, and support for CCTV systems, intruder alarm systems, and physical property‑defence components. The Customer acknowledges that the scope, frequency, and inclusions of each Maintenance Plan are as set out on SecureStone UK Limited’s website from time to time and may be updated to reflect technological, regulatory, or operational developments.

4.5.2 Maintenance Plans are offered at three levels of cover — Bronze, Silver, and Gold — each providing progressively enhanced servicing, diagnostic checks, system optimisation, and priority support. The Customer shall select the appropriate level of cover at the time of entering into the Maintenance Contract.

4.5.3 Without prejudice to the generality of Condition 4.2, the Customer acknowledges that:

(a) Bronze Plans provide essential annual servicing, including system health checks, visual inspections, basic functional testing, and cleaning of accessible components. 

(b) Silver Plans include all Bronze services together with bi‑annual visits, enhanced diagnostic checks, performance testing, and additional system‑specific inspections. 

(c) Gold Plans include all Silver services together with extended visits, advanced diagnostics, system optimisation, annual performance reviews, and priority response benefits.

4.5.4 Maintenance Plans may apply to a single system (“Individual Plan”) or to multiple systems at the same Site (“Combined Plan”). The applicable monthly charges for each plan type shall be as published by SecureStone UK Limited and may differ between residential and commercial properties.

4.5.5 Maintenance Plans may include, depending on the level selected:

(a) system health checks, image quality verification, and recording/playback testing for CCTV systems; (b) activation tests, sensor performance checks, tamper detection reviews, and communication pathway testing for intruder alarm systems; (c) inspection of locks, gates, entry points, lighting, and physical security hardware for property‑defence systems; (d) firmware and software updates where applicable; (e) cleaning, alignment, and optimisation of cameras, sensors, and associated components; (f) minor consumable parts (in Gold Plans only), including connectors, seals, and fixings.

4.5.6 Maintenance Plans do not include:

(a) major repairs, replacement of defective or end‑of‑life Equipment, or any works classified as Extra Works under Condition 4.2.4; (b) replacement of batteries, hard drives, or other consumables unless expressly included in the selected plan; (c) attendance for faults arising from misuse, accidental damage, vandalism, power failure, network failure, or third‑party interference; (d) any works required to bring legacy or non-SecureStone UK Limited installations up to a serviceable standard.

4.5.7 SecureStone UK Limited reserves the right to suspend or decline maintenance where the System is found to be unsafe, non‑compliant, or beyond economical repair, in accordance with Condition 8.

4.5.8 Maintenance Plans are billed monthly and are subject to the Minimum Term specified at the time of purchase. Early termination charges may apply in accordance with Condition 10.

4.5.9 SecureStone UK Limited may amend the scope, inclusions, or pricing of Maintenance Plans upon providing the Customer with reasonable prior written notice. Continued use of the Maintenance Plan following such notice shall constitute acceptance of the revised terms.

4.5.10 The Customer acknowledges and agrees that each Maintenance Plan constitutes a twelve (12)‑month subscription, payable in twelve (12) equal monthly instalments. In the event that the Customer:

(a) fails to make any monthly payment when due; (b) misses or withholds any payment for any reason; or (c) cancels, terminates, or otherwise discontinues the Maintenance Plan prior to the twelfth and final monthly instalment being paid in full, then, without prejudice to any other rights or remedies available to SecureStone UK Limited:

(i) SecureStone UK Limited shall be entitled to retain all monies paid by the Customer up to the date of such failure, missed payment, or cancellation; (ii) the Customer shall not be entitled to any refund, credit, or reimbursement of any kind; (iii) any scheduled Maintenance Visit, annual service, or other attendance included within the Maintenance Plan shall be automatically cancelled and shall not take place; and (iv) SecureStone UK Limited shall be under no obligation to carry out any further work, attendance, servicing, or support for the Customer under the Maintenance Plan.

4.5.11 For the avoidance of doubt, the Customer acknowledges that the Maintenance Plan is priced and structured on the basis of a full twelve (12)‑month term, and that SecureStone UK Limited’s retention of all monies paid in accordance with Condition 4.5.10 constitutes a reasonable pre‑estimate of SecureStone UK Limited’s loss and shall not be construed as a penalty.

4.5.12 The Supplier will send the Customer a reminder by email at least 14 days before the subscription is due to renew, notifying the Customer of the upcoming renewal and the amount that will be charged.

4.5.13  Payment for each renewal period will be taken automatically using the payment method provided by the Customer at the start of the next billing period unless the Customer cancels before that date.

4.5.14  The Customer may cancel a subscription at any time by sending written notice to the Supplier by email to ashley@securestoneuk.co.uk. Cancellation will take effect at the end of the current billing period for which payment has been made. The Customer will continue to have access to the Subscription Services until the end of that period. No refunds will be given for any remaining days or months in a billing period that has already been paid for, except where required by law.

4.5.15 The Supplier reserves the right to increase the Fees for Subscription Services by giving the Customer at least 30 days’ written notice before the start of the next billing period. If the Customer does not wish to pay the increased Fee, the Customer may cancel the subscription in accordance with clause 4.5.14 and the cancellation will take effect at the end of the then-current billing period.

4.5.16 The Supplier may suspend or terminate Subscription Services immediately by written notice if the Customer fails to pay any amount due, breaches these Terms and Conditions, or uses the Services in a manner that causes harm to the Supplier’s systems or reputation.

4.5.17 On termination or cancellation of a subscription for any reason, the Customer’s access to the Subscription Services will cease at the end of the current paid period or immediately if terminated by the Supplier due to breach. The Supplier will retain Customer data for 30 days following termination, during which time the Customer may request a copy. After 30 days, the Supplier may delete all Customer data and has no obligation to retain or return it.

4.5.18 The Supplier does not guarantee any minimum uptime or service availability for Subscription Services unless expressly agreed otherwise in writing in the Order Confirmation. The Supplier will use reasonable endeavours to ensure continuity of service but shall not be liable for any interruption, downtime or loss of access save as provided in clause 16.

4.6 CCTV System Performance

4.6.1 SecureStone UK Limited shall use reasonable skill and care in recommending and installing CCTV systems, including systems ranging from 2MP to 24MP resolution.

4.6.2 The Customer acknowledges that image quality, clarity, and performance may vary depending on environmental conditions, lighting, installation height, angles, and other factors outside SecureStone UK Limited’s control.

4.6.3 SecureStone UK Limited does not warrant that any CCTV system will capture “every detail” or provide uninterrupted or flawless recording, nor that footage will be suitable for evidential purposes in every circumstance.

4.7 AJAX Integration

4.7.1 SecureStone UK Limited may, where technically feasible, integrate CCTV systems with AJAX intrusion, automation, and monitoring products.

4.7.2 SecureStone UK Limited shall not be liable for any limitation, failure, or withdrawal of AJAX features resulting from manufacturer updates, third‑party service changes, or compatibility issues.

4.8 Wired and Wireless Systems

4.8.1 The Customer acknowledges that the performance of wired and wireless CCTV systems may vary depending on property layout, construction materials, network quality, and environmental conditions.

4.8.2 SecureStone UK Limited shall not be liable for performance issues arising from insufficient Wi‑Fi coverage, interference, network congestion, or Customer‑provided equipment.

4.9 System Integration

4.9.1 SecureStone UK Limited may integrate CCTV systems with internal cameras, doorbell cameras, intruder alarms, and smoke/heat detection devices where technically feasible.

4.9.2 SecureStone UK Limited does not warrant compatibility with all third‑party devices, applications, or platforms and shall not be liable for failures caused by third‑party updates, service changes, or limitations.

4.10 Suitability of Systems

4.10.1 SecureStone UK Limited shall recommend systems based on information provided by the Customer.

4.10.2 SecureStone UK Limited shall not be liable where the Customer selects a system unsuitable for their intended purpose.

4.11 Security Assessment

4.11.1 SecureStone UK Limited’s Security Assessment service is advisory in nature and is intended to identify vulnerabilities and recommend suitable solutions.

4.11.2 SecureStone UK Limited does not warrant that all vulnerabilities will be identified or that the recommended system will prevent crime, intrusion, or loss.

4.11.3 The Customer remains responsible for implementing additional security measures beyond those recommended by SecureStone UK Limited.

NETWORKING‑SPECIFIC CLAUSES

4.12 Networking System Performance

4.12.1 SecureStone UK Limited shall use reasonable skill and care in providing Networking Services, including Wi‑Fi optimisation, mesh networking, and hard‑wired data cabling. The Customer acknowledges that network performance may vary depending on property layout, construction materials, interference, router capability, and the quality of the Customer’s internet service.

4.12.2 SecureStone UK Limited does not warrant that any networking solution will eliminate all Wi‑Fi dead zones, prevent dropouts, or achieve specific speeds or performance levels.

4.13 Mesh Networking

4.13.1 Mesh networking performance is dependent on the Customer’s property structure, router capability, and environmental conditions. SecureStone UK Limited shall not be liable for performance limitations arising from factors outside its control.

4.13.2 SecureStone UK Limited does not warrant seamless roaming, uninterrupted connectivity, or uniform coverage throughout the Site.

4.14 Hard‑Wired Networking

4.14.1 SecureStone UK Limited may install hard‑wired data cabling to improve network stability. The Customer acknowledges that overall network performance remains dependent on the Customer’s router, switch hardware, and internet service provider.

4.14.2 SecureStone UK Limited shall not be liable for performance issues caused by Customer‑provided equipment or ISP limitations.

4.15 Router Optimisation

4.15.1 SecureStone UK Limited may optimise router settings to improve network performance. The Customer acknowledges that such optimisation may be limited by the router’s capabilities, firmware, or manufacturer restrictions.

4.15.2 SecureStone UK Limited does not warrant that optimisation will result in increased speeds or improved performance where limitations arise from the Customer’s ISP or hardware.

4.16 Internet Service Provider Dependency

4.16.1 The Customer acknowledges that network performance is dependent on the quality, stability, and bandwidth of the Customer’s internet service provider.

4.16.2 SecureStone UK Limited shall not be liable for: (a) ISP outages; (b) line faults; (c) throttling or contention; (d) bandwidth limitations; (e) router or modem faults supplied by the ISP.

4.17 Smart Device Compatibility

4.17.1 SecureStone UK Limited may assist with the integration of smart devices, including cameras, doorbells, speakers, and automation equipment. The Customer acknowledges that compatibility and performance are dependent on third‑party manufacturers and applications.

4.17.2 SecureStone UK Limited does not warrant compatibility with all smart devices or applications and shall not be liable for failures caused by third‑party updates, service changes, or device limitations.

BURGLAR ALARM‑SPECIFIC CLAUSES

4.18 Wireless Alarm Systems

4.18.1 SecureStone UK Limited shall use reasonable skill and care in installing wireless intruder alarm systems. The Customer acknowledges that wireless performance may vary depending on property layout, construction materials, interference, and environmental conditions.

4.18.2 SecureStone UK Limited does not warrant uninterrupted communication between wireless devices, nor does it guarantee that wireless signals will not be affected by interference, congestion, or structural obstructions.

4.19 AJAX Alarm Systems

4.19.1 SecureStone UK Limited may supply and install AJAX alarm systems. The Customer acknowledges that AJAX features, including instant alerts, automation, tamper detection, and pet‑friendly functionality, are dependent on third‑party hardware, firmware, and cloud services.

4.19.2 SecureStone UK Limited shall not be liable for any limitation, failure, or withdrawal of AJAX features resulting from manufacturer updates, third‑party service changes, or compatibility issues.

4.20 Smart App Control

4.20.1 Where the System includes app‑based control or notifications, the Customer acknowledges that such functionality is dependent on: (a) the Customer’s mobile device; (b) the Customer’s internet connection; (c) third‑party cloud services; (d) mobile network availability.

4.20.2 SecureStone UK Limited does not warrant the availability, reliability, or performance of any third‑party application or cloud service.

4.20.3 SecureStone UK Limited shall not be liable for delays or failures in notifications, remote control, or app connectivity.

4.21 Monitoring and Police Response

4.21.1 Where Monitoring is provided, the Customer acknowledges that response times are dependent on the ARC and, where applicable, the relevant police force.

4.21.2 SecureStone UK Limited does not guarantee police attendance, response times, or the availability of Monitoring services.

4.21.3 SecureStone UK Limited shall not be liable for any loss arising from delays, non‑attendance, or failures in Monitoring or police response.

4.22 Police Response and URN Requirements

4.22.1 Where the Customer requests police response, the Customer acknowledges that such response is subject to the rules, policies, and operational procedures of the relevant police force.

4.22.2 SecureStone UK Limited does not guarantee police attendance, response times, or continued eligibility for police response.

4.22.3 Police response may be withdrawn or suspended due to excessive false alarms, failure to maintain the System, or non‑compliance with police requirements.

4.22.4 SecureStone UK Limited shall assist in the URN application process but shall not be responsible for: (a) approval, rejection, or withdrawal of a URN; (b) delays caused by the police or third‑party agencies; (c) any loss arising from the absence of a URN.

4.23 Insurance Requirements

4.23.1 SecureStone UK Limited does not warrant or represent that the System will satisfy the requirements of any insurer unless expressly confirmed in writing.

4.23.2 The Customer is solely responsible for confirming with their insurer whether a graded system, Monitoring, police response, or specific installation standard is required.

4.23.3 SecureStone UK Limited shall not be liable for any loss arising from the Customer’s failure to obtain insurer approval or comply with insurer requirements.

4.24 Alarm Grading and Standards

4.24.1 Where SecureStone UK Limited supplies or installs a graded alarm system (including Grade 2, Grade 3, PD6662, or EN50131 compliant systems), such grading shall apply only where expressly stated in the Quotation or Certificate.

4.24.2 Unless expressly stated in writing, SecureStone UK Limited does not warrant that the System is graded or compliant with any specific standard.

4.24.3 The Customer acknowledges that grading requirements may vary depending on insurer policies, police requirements, or industry standards, and SecureStone UK Limited shall not be liable for any loss arising from the Customer’s failure to request or specify a graded system.

4.25 Pet‑Friendly Sensors

4.25.1 Where pet‑friendly sensors are installed, the Customer acknowledges that performance may vary depending on pet size, movement patterns, and environmental conditions.

4.25.2 SecureStone UK Limited does not warrant that pet‑friendly sensors will eliminate false alarms or prevent all pet‑related activations.

4.26 Battery‑Powered Devices

4.26.1 Wireless alarm devices require periodic battery replacement. Unless expressly included in a Maintenance Plan, the Customer is responsible for replacing batteries in accordance with manufacturer guidance.

4.26.2 SecureStone UK Limited shall not be liable for faults, failures, or false alarms arising from depleted or neglected batteries.

4.27 Alarm Coverage

4.27.1 SecureStone UK Limited shall recommend appropriate device placement to achieve effective coverage. The Customer acknowledges that coverage may be reduced where the Customer declines recommended devices or installation locations.

4.27.2 SecureStone UK Limited shall not be liable for losses arising from gaps in coverage resulting from Customer decisions, obstructions, or environmental factors.

4.28 Security Lighting

4.28.1 SecureStone UK Limited may install security lighting, including motion‑activated lighting, dusk‑to‑dawn lighting, and perimeter illumination. The Customer acknowledges that lighting performance may vary depending on environmental conditions, sensor placement, and obstructions.

4.28.2 SecureStone UK Limited does not warrant that security lighting will deter intruders, prevent crime, or provide continuous illumination in all conditions.

4.28.3 Bulbs, lamps, and consumable lighting components are subject to wear and require periodic replacement. Unless expressly included in a Maintenance Plan, such replacement is the responsibility of the Customer.

4.29 Security Hardware and Physical Protection

4.29.1 SecureStone UK Limited may install physical security hardware, including locks, bolts, reinforced fittings, gates, and perimeter devices. The Customer acknowledges that such hardware reduces risk but does not guarantee prevention of intrusion or unauthorised access.

4.29.2 SecureStone UK Limited shall not be liable for failures arising from: (a) pre‑existing structural weaknesses; (b) deterioration of the Customer’s property; (c) misuse or forced entry; (d) environmental conditions.

4.30 External Sirens and Deterrents

4.30.1 Where external sirens, warning devices, or visual deterrents are installed, the Customer acknowledges that such devices act as deterrents only and do not guarantee prevention of intrusion.

4.30.2 External devices are subject to weather exposure, UV degradation, and environmental wear. SecureStone UK Limited shall not be liable for deterioration caused by environmental factors unless expressly covered by a Maintenance Plan.

4.31 Perimeter Protection

4.31.1 SecureStone UK Limited may install perimeter protection measures, including gates, fencing enhancements, lighting, and external deterrents. The Customer acknowledges that perimeter protection reduces risk but cannot eliminate the possibility of intrusion.

4.31.2 SecureStone UK Limited shall not be liable for losses arising from: (a) climbing, forced entry, or bypassing of perimeter measures; (b) structural defects in existing gates, fences, or walls; (c) Customer refusal to install recommended devices.

4.32 Environmental Limitations

4.32.1 Outdoor security equipment is subject to environmental conditions, including rain, wind, temperature fluctuations, and UV exposure. The Customer acknowledges that such conditions may affect performance, lifespan, and reliability.

4.32.2 SecureStone UK Limited shall not be liable for failures caused by environmental exposure unless expressly covered by a Maintenance Plan.

4.33 Structural Integrity and Pre‑Existing Conditions

4.33.1 SecureStone UK Limited shall not be liable for failures, defects, or reduced performance of any security hardware, lighting, or perimeter equipment arising from pre‑existing structural weaknesses, deterioration, or defects in the Customer’s property, including doors, frames, walls, gates, fences, or fixings.

4.34 Anti‑Climb Measures

4.34.1 SecureStone UK Limited may install anti‑climb measures, including anti‑climb spikes, roller barriers, and anti‑climb coatings. The Customer acknowledges that such measures are intended to deter climbing but cannot prevent determined intrusion or forced entry.

4.34.2 The Customer is solely responsible for ensuring compliance with all applicable laws, regulations, and local authority requirements relating to the installation and use of anti‑climb measures, including height restrictions, safety requirements, and signage obligations.

4.34.3 SecureStone UK Limited shall not be liable for any injury, damage, or claim arising from the Customer’s use, misuse, or failure to comply with legal requirements relating to anti‑climb measures.

4.35 Warning Signage

4.35.1 Where SecureStone UK Limited supplies or installs warning signage, including CCTV signage, security system signage, or deterrent signage, such signage is provided for compliance and deterrence purposes only.

4.35.2 SecureStone UK Limited does not warrant that signage will prevent intrusion, trespass, or criminal activity.

4.35.3 The Customer is responsible for ensuring that signage remains visible, legible, and compliant with applicable laws, including data protection and safety regulations.

4.36 Physical Barriers (Bollards, Posts, Driveway Barriers)

4.36.1 SecureStone UK Limited may install physical barriers, including bollards, posts, and driveway barriers. The Customer acknowledges that such barriers reduce risk but cannot prevent forced entry, vehicle‑based intrusion, or deliberate damage.

4.36.2 SecureStone UK Limited shall not be liable for any damage caused by vehicles, forced entry, misuse, or environmental conditions.

4.36.3 The Customer is responsible for ensuring that barriers are used correctly and maintained in accordance with manufacturer guidance.

4.37 Security Grilles and Shutters

4.37.1 SecureStone UK Limited may install security grilles, shutters, and physical reinforcement products. The Customer acknowledges that such products reduce risk but cannot guarantee prevention of intrusion, forced entry, or criminal activity.

4.37.2 SecureStone UK Limited shall not be liable for damage caused by forced entry, misuse, vandalism, or structural weaknesses in the Customer’s property.

4.37.3 The Customer is responsible for ensuring that grilles and shutters are operated safely and maintained in accordance with manufacturer instructions.

4.38 Planning Permission and Legal Compliance

4.38.1 The Customer is solely responsible for obtaining any required planning permission, building regulation approval, or local authority consent for the installation of physical security equipment, including anti‑climb measures, bollards, shutters, grilles, and external fixtures.

4.38.2 SecureStone UK Limited shall not be liable for any delay, refusal, enforcement action, or loss arising from the Customer’s failure to obtain required permissions or comply with legal requirements.

4.39 Repairs to Third‑Party Systems

4.39.1 SecureStone UK Limited may carry out repairs to systems installed by third parties. The Customer acknowledges that SecureStone UK Limited has no control over the quality, condition, compatibility, or installation standards of such systems.

4.39.2 SecureStone UK Limited shall not be liable for any loss arising from:

(a) pre‑existing defects; (b) incorrect installation by third parties; (c) incompatible or obsolete components; (d) concealed wiring faults; (e) poor workmanship by previous installers.

4.39.3 SecureStone UK Limited may recommend replacement where repair is not feasible, safe, or economical.

4.40 Diagnosis and Fault Identification

4.40.1 SecureStone UK Limited shall use reasonable skill and care in diagnosing faults. Diagnosis may require partial disassembly, testing, or temporary disconnection of components.

4.40.2 SecureStone UK Limited shall not be liable for:

(a) intermittent faults that cannot be replicated; (b) faults caused by environmental or external factors; (c) faults arising after diagnosis due to unrelated issues.

4.40.3 Where diagnosis reveals additional defects, SecureStone UK Limited may provide a revised quotation.

4.41 Data Loss and Recording Equipment

4.41.1 SecureStone UK Limited shall not be liable for:

(a) loss of CCTV footage; (b) loss of recordings; (c) loss of configuration data; (d) hard drive failure; (e) SD card failure; (f) cloud storage failure.

4.41.2 The Customer is responsible for ensuring that:

(a) recording devices are functioning; (b) storage devices have adequate capacity; (c) footage is backed up where required.

4.42 Repairs to Physical Security Hardware

4.42.1 SecureStone UK Limited may repair locks, bolts, grilles, shutters, gates, and other physical security hardware.

4.42.2 SecureStone UK Limited shall not be liable for:

(a) structural weaknesses in doors, frames, or fixings; (b) deterioration unrelated to installation; (c) forced entry or criminal acts; (d) corrosion, rot, or environmental damage.

4.43 Underlying Issues and Future Failures

4.43.1 SecureStone UK Limited shall not be liable for future failures arising from:

(a) ageing equipment; (b) poor‑quality components; (c) pre‑existing defects; (d) environmental conditions; (e) Customer‑supplied parts.

4.43.2 Repairs restore functionality at the time of attendance only and do not guarantee future performance.

4.44 Emergency Repairs

4.44.1 Emergency repairs are intended to stabilise the System only.

4.44.2 Full resolution may require additional visits, parts, or replacement equipment.

4.44.3 SecureStone UK Limited shall not be liable for delays caused by:

(a) part availability; (b) manufacturer lead times; (c) safety concerns; (d) environmental conditions.

4.45 Fire Alarm System Repairs

4.45.1 SecureStone UK Limited may repair fire alarm systems where safe and compliant to do so.

4.45.2 SecureStone UK Limited shall not be liable for:

(a) non‑compliant legacy systems; (b) obsolete detectors or panels; (c) wiring faults concealed within the building fabric.

4.45.3 Where a system cannot be repaired to a compliant standard, SecureStone UK Limited may decline further work.

4.46 Fire Panel Resets and Fault Clearing

4.46.1 SecureStone UK Limited may reset fire alarm panels and clear faults where appropriate.

4.46.2 SecureStone UK Limited shall not be liable for:

(a) recurring faults caused by underlying issues; (b) faults requiring replacement of detectors, sounders, or wiring; (c) faults caused by environmental conditions.

4.47 Emergency Lighting Repairs

4.47.1 SecureStone UK Limited may repair or replace emergency lighting components.

4.47.2 SecureStone UK Limited shall not be liable for:

(a) battery degradation; (b) wiring faults; (c) non‑compliant legacy fittings.

4.48 Fire System Certification

4.48.1 SecureStone UK Limited may issue certification following fire alarm or emergency lighting works where compliant to do so.

4.48.2 Certification shall not be issued where:

(a) the system is non‑compliant; (b) the Customer declines recommended works; (c) defects remain unresolved.

4.49 Installation of Customer‑Supplied Equipment

4.49.1 SecureStone UK Limited may install equipment supplied by the Customer. The Customer acknowledges that SecureStone UK Limited has no control over the quality, condition, compatibility, completeness, or suitability of such equipment.

4.49.2 SecureStone UK Limited shall not be liable for any loss arising from:

(a) defective, incomplete, or incompatible equipment; (b) missing components, accessories, or fixings; (c) manufacturer faults or firmware issues; (d) poor performance caused by equipment limitations; (e) failure of customer‑supplied hard drives, cables, or power supplies.

4.49.3 SecureStone UK Limited does not warrant that customer‑supplied equipment will:

(a) integrate with existing systems; (b) support app connectivity or remote viewing; (c) meet insurer or regulatory requirements; (d) remain supported by the manufacturer; (e) achieve any specific performance level.

4.50 Pre‑Installation Equipment Review

4.50.1 SecureStone UK Limited may review customer‑supplied equipment prior to installation. Such review is advisory only and does not constitute a warranty of suitability, completeness, or performance.

4.50.2 SecureStone UK Limited shall not be liable for any loss arising from the Customer’s decision to proceed with unsuitable, incomplete, or low‑quality equipment.

4.51 Right to Refuse Installation

4.51.1 SecureStone UK Limited may refuse to install equipment that is:

(a) unsafe; (b) incompatible; (c) incomplete; (d) of insufficient quality; (e) likely to fail prematurely; (f) non‑compliant with UK standards.

4.51.2 SecureStone UK Limited shall not be liable for any loss arising from refusal to install unsuitable equipment.

4.52 App Setup and Remote Viewing

4.52.1 SecureStone UK Limited may assist with app setup, remote viewing, device pairing, and account creation. The Customer acknowledges that such functionality is dependent on:

(a) third‑party cloud services; (b) mobile device compatibility; (c) broadband quality; (d) router configuration; (e) manufacturer support.

4.52.2 SecureStone UK Limited does not warrant the availability, reliability, or performance of any third‑party application, cloud service, or mobile platform.

4.52.3 SecureStone UK Limited shall not be liable for delays, failures, or limitations in app connectivity, notifications, or remote access.

4.53 Installation of Smart Devices and Video Doorbells

4.53.1 SecureStone UK Limited may install smart devices, video doorbells, internal cameras, and automation equipment. The Customer acknowledges that performance is dependent on third‑party manufacturers and applications.

4.53.2 SecureStone UK Limited shall not be liable for failures caused by:

(a) manufacturer updates; (b) cloud service outages; (c) app changes; (d) device limitations; (e) Customer’s broadband or Wi‑Fi performance.

4.54 Installation of Physical Security Hardware (Customer‑Supplied)

4.54.1 SecureStone UK Limited may install customer‑supplied locks, cylinders, sash jammers, window restrictors, garage locks, gate locks, door closers, and reinforcement hardware.

4.54.2 SecureStone UK Limited shall not be liable for:

(a) structural weaknesses in doors, frames, or fixings; (b) failures caused by poor‑quality hardware; (c) forced entry or criminal acts; (d) deterioration unrelated to installation; (e) incorrect or unsuitable fixings supplied by the Customer.

4.55 No Warranty on Customer‑Supplied Equipment

4.55.1 SecureStone UK Limited provides no warranty, guarantee, or assurance regarding the performance, reliability, or lifespan of customer‑supplied equipment.

4.55.2 Any warranty remains solely with the manufacturer or retailer.

4.56 Damage to Customer‑Supplied Equipment

4.56.1 SecureStone UK Limited shall not be liable for damage to customer‑supplied equipment where such damage arises from:

(a) pre‑existing defects; (b) brittle, aged, or low‑quality components; (c) incorrect fixings supplied by the Customer; (d) poor manufacturing quality; (e) concealed or inaccessible wiring.

4.57 No Liability for Future Failures of Customer‑Supplied Equipment

4.57.1 SecureStone UK Limited shall not be liable for any future failure, malfunction, or deterioration of customer‑supplied equipment following installation.

4.57.2 SecureStone UK Limited shall not be liable for any loss arising from:

(a) manufacturer updates; (b) firmware changes; (c) cloud service withdrawal; (d) discontinued support; (e) app or platform changes.

5. CUSTOMER CANCELLATION RIGHTS

5.1 This clause 3 applies only where the Customer is a Consumer.

5.2 If SecureStone UK Limited fails to attend a scheduled Maintenance Visit within thirty (30) days of the agreed month, the Customer may request a re‑visit at no additional cost.

5.3 If SecureStone UK Limited fails to remedy a defect caused by its workmanship, SecureStone UK Limited shall re‑perform the relevant Services without charge.

5.4 The Customer may terminate the Agreement if SecureStone UK Limited commits a material breach and fails to remedy such breach within thirty (30) days of written notice.

5.5 Where the Customer is a business, the implied terms under the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982 shall apply only to the extent permitted by law.

5.6 The Customer may request clarification of any aspect of the Agreement prior to acceptance. SecureStone UK Limited shall provide reasonable assistance but shall not be liable for any misunderstanding arising from the Customer’s failure to seek clarification.

5.7 This clause applies only to Consumers purchasing at a distance (for example via our website, by telephone or email) and does not apply to Business Customers.

5.8 You have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel the Contract within 14 days without giving any reason.

5.9 The cancellation period expires 14 days from the day after:

(a) for Goods that are delivered in one go: the day you (or a person nominated by you, other than the carrier) acquire physical possession of the goods.

(b) for Services: the day the Contract is concluded.

(c) for Subscription Services: the day the Contract is concluded.

5.10 To exercise your right to cancel, you must inform us of your decision by a clear statement sent to us by email at ashley@securestoneuk.co.uk or by post to our registered office. You may use the model cancellation form available on our website, but this is not obligatory.

5.11 You may also telephone us to notify cancellation, but we recommend confirming in writing for your own records.

5.12 To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

5.13 If you cancel the Contract under this clause:

(a) we will reimburse all payments received from you, including the cost of standard delivery, within 14 days of the day on which we receive notice of your cancellation.

(b) reimbursement will be made using the same payment method you used for the original transaction unless you expressly agree otherwise, and you will not be charged any fee for the reimbursement.

(c) if you have received Goods, you must return them to us without undue delay and in any event not later than 14 days from the day you notify us of cancellation. You are responsible for the cost of return unless we agree to collect them. You are liable for any diminished value of the Goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the Goods.

5.14 If the Consumer has requested that Services begin during the cancellation period, the Consumer shall pay the Supplier an amount which is in proportion to what has been performed until the Consumer has communicated cancellation to the Supplier, in comparison with the full coverage of the Contract.

5.15 Your right to cancel does not apply in the following circumstances:

(a) where Services have been fully performed and performance began with your express prior consent and acknowledgment that you would lose your right to cancel once the service was fully performed.

(b) for Goods that are made to your specifications or clearly personalised (such as bespoke security installations tailored to your property).

(c) for Goods that are sealed and have been unsealed by you after delivery and are not suitable for return due to health protection or hygiene reasons.

(d) for digital content supplied in non-tangible form if performance has begun with your express prior consent and acknowledgment that you thereby lose your right to cancel.

6. CUSTOMER OBLIGATIONS

6.1 The Customer shall: (a) provide safe and reasonable access to the Site at the times agreed; (b) power supplies, suitable mounting surfaces, network access or other requirements notified by the Supplier; (c) obtain all necessary consents, permits and licences required for the installation or performance of Services; (d) notify SecureStone UK Limited of any structural or layout changes affecting the System; (e) keep the Equipment in reasonable condition; (f) refrain from modifying or tampering with the System; (g) ensure the Site is adequately insured; (h) provide accurate keyholder and access information; (i) comply with all reasonable health and safety requirements communicated by the Supplier.

6.2 If access is denied or unsafe, SecureStone UK Limited may charge for wasted attendance.

6.3 The Customer acknowledges and agrees that where an on‑site security assessment is booked pursuant to Condition 7.6, the Customer shall ensure that the Site is accessible at the agreed date and time. Failure to provide access on three (3) scheduled occasions shall result in forfeiture of the Assessment Fee in accordance with Condition 7.6.

6.4 Customer Compliance with CCTV Regulations

6.4.1 Where the Customer installs or operates CCTV systems supplied or installed by SecureStone UK Limited, the Customer is solely responsible for ensuring compliance with all applicable laws, including the UK GDPR, the Data Protection Act 2018, and the ICO CCTV Code of Practice.

6.4.2 SecureStone UK Limited shall have no liability for any breach of such laws by the Customer.

6.5 Customer Responsibilities for Networking Services

6.5.1 The Customer shall ensure that SecureStone UK Limited has safe and unrestricted access to all areas required for Networking Services, including loft spaces, service cupboards, comms areas, and router locations.

6.5.2 The Customer shall obtain all necessary permissions for drilling, cable routing, and access to shared or communal areas.

6.5.3 SecureStone UK Limited shall not be liable for delays or additional costs arising from restricted access, unsafe working conditions, or the Customer’s failure to provide required permissions.

6.6 Customer Responsibilities for Alarm Systems

6.6.1 The Customer shall ensure that alarm devices, sensors, and detectors remain unobstructed and are not tampered with, covered, or relocated without SecureStone UK Limited’s approval.

6.6.2 The Customer shall test the System at reasonable intervals and report any faults promptly.

6.6.3 The Customer shall ensure that pets, environmental conditions, or household activities do not interfere with the operation of the System.

6.6.4 The Customer shall maintain adequate Wi‑Fi or radio conditions where required for wireless alarm operation.

6.6.5 The Customer shall comply with all requirements applicable to graded systems, including testing, maintenance, and reporting obligations.

6.6.6 The Customer acknowledges that failure to maintain the System in accordance with grading requirements may result in: (a) loss of insurer compliance; (b) withdrawal of police response; (c) invalidation of any URN; (d) reduced system performance.

6.7 Customer Responsibilities for Property Defence Equipment

6.7.1 The Customer shall ensure that lighting sensors, gates, locks, anti‑climb measures, signage, barriers, grilles, shutters, and external devices remain unobstructed and are not tampered with, covered, or altered without SecureStone UK Limited’s approval.

6.7.2 The Customer shall maintain external areas, including trimming vegetation, clearing obstructions, and ensuring adequate access for lighting and sensors.

6.7.3 The Customer shall replace bulbs, batteries, and consumable components unless expressly included in a Maintenance Plan.

6.7.4 The Customer shall ensure that anti‑climb measures, signage, and physical barriers are used safely, responsibly, and in compliance with applicable laws and regulations.

6.7.5 The Customer acknowledges that failure to maintain external and physical security equipment may reduce effectiveness, for which SecureStone UK Limited shall not be liable.

6.8 Customer Responsibilities for Repairs

6.8.1 The Customer shall provide accurate information regarding the nature of the fault and any recent changes to the System.

6.8.2 The Customer shall ensure safe access to all equipment requiring repair.

6.8.3 The Customer acknowledges that failure to maintain the System may result in recurring faults, for which SecureStone UK Limited shall not be liable.

6.8.4 The Customer shall ensure that all repaired equipment is tested following completion of the repair and shall report any issues within a reasonable time.

6.9 Customer Responsibilities for Fire Alarm Systems

6.9.1 The Customer shall carry out weekly fire alarm tests, maintain test records, and comply with all obligations under BS 5839‑1.

6.9.2 The Customer shall report faults promptly and shall not silence, disable, or bypass fire alarm components without lawful authority.

6.9.3 The Customer acknowledges that failure to maintain the fire alarm system may result in:

(a) false alarms; (b) enforcement action; (c) insurance invalidation; (d) fire brigade charges.

6.9.4 The Customer shall ensure that emergency lighting is tested monthly and annually in accordance with BS 5266.

7. PRICING AND PAYMENT

7.1 All invoices shall be payable within ten (10) days of the invoice date unless otherwise agreed.

7.2 SecureStone UK Limited may require a deposit prior to installation, where this is required SecureStone UK Limited will request this at the appropriate time.

Prices are subject to change at any time before the Supplier issues an Order Confirmation, but changes will not affect any Order for which an Order Confirmation has been issued.

7.3 SecureStone UK Limited may review prices annually to reflect supplier increases or inflation.

7.4 Payment of the Fees is due in accordance with the payment terms set out in the Order Confirmation. Unless otherwise agreed in writing, payment for Products is due in full before Delivery. Payment for Services may be required in full or in part in advance or on completion depending on the nature of the Service and as set out in the Order Confirmation.

7.5 The Supplier accepts payment by the following methods: Stripe, Adfin, card payment, Direct Debit, Pay by Bank and Bank Transfer. Payment instructions will be provided in the Order Confirmation or invoice.

7.6 Time for payment is of the essence. If the Customer fails to make payment by the due date, the Supplier may:

(a) suspend performance of Services or delay Delivery of Products until payment is received in full.

(b) charge interest on overdue amounts at the rate of 4 per cent per annum above the Bank of England base rate from time to time in force, accruing daily from the due date until the date of actual payment, whether before or after judgment, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where the Customer is a Business Customer;

(c) claim a fixed sum compensation for debt recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where the Customer is a Business Customer.

(d) terminate the Contract by giving written notice to the Customer; and

(e) bring a claim for the outstanding amount together with interest and costs.

7.7 All amounts stated are non-negotiable once the Order Confirmation has been issued unless otherwise agreed in writing by the Supplier.

7.8 SecureStone UK Limited may charge interest on overdue sums at 8% above the Bank of England base rate, accruing daily.

7.9 SecureStone UK Limited may suspend Services for non‑payment.

7.6 On‑Site Security Assessment Fees

7.6.1 Assessment Fees are non‑refundable, irrespective of whether the Customer proceeds to purchase any Goods or Services.

7.6.2 The Customer may reschedule an On-Site Security Assessment appointment up to two times by giving the Supplier at least 48 hours’ notice before the scheduled appointment. Rescheduling requests must be made by email to ashley@securestoneuk.co.uk or by telephone.

7.6.3 If the Customer is unavailable or fails to provide access on the third scheduled appointment, SecureStone UK Limited shall be under no obligation to offer any further appointment and the Supplier will retain all amounts paid for the On-Site Security Assessment with no refunds provided under any circumstances.

7.6.4 In such circumstances, the Customer shall be deemed to have forfeited all monies paid in respect of the On-Site Security Assessment Fee.

7.6.5 The Customer shall not be entitled to any refund, credit, replacement appointment, or alternative service where access has not been provided on three (3) occasions.

7.6.6 Consumers are reminded that the 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (see clause 5) does not apply to On-Site Security Assessments once the service has been fully booked and scheduled, provided you have given your express prior consent and acknowledged that you will lose your right to cancel once booking and scheduling is complete.

7.6.7 Where the appointment date falls within the statutory 14-day cancellation period applicable to Consumers under clause 5, the Fee will be refundable only if the Consumer cancels the entire Contract in accordance with clause 5 before the On-Site Security Assessment has been carried out. If the On-Site Security Assessment has been carried out during the cancellation period with the Consumer’s express prior consent, the Consumer remains liable to pay for the On-Site Security Assessment in full and only amounts paid over and above the Assessment Fee will be refunded.

7.6.8 If the Supplier is unable to attend the scheduled On-Site Security Assessment due to circumstances within its control, the Supplier will offer the Customer an alternative appointment at no additional charge. If the Customer does not wish to reschedule, the Fee will be refunded in full.

7.6.9 Nothing in this clause 7 affects the Consumer’s rights under the Consumer Rights Act 2015 where Services are provided with less than reasonable care and skill. If the Supplier breaches the duty under section 49 of the Consumer Rights Act 2015 to perform Services with reasonable care and skill, the Consumer may be entitled to remedies including repeat performance or a price reduction, but this does not entitle the Consumer to a refund of the non-refundable booking Fee where the Customer has failed to attend or facilitate the Assessment as set out in this clause 7.

7.7 Promotional Offers

7.7.1 Any promotional discounts or incentives advertised by SecureStone UK Limited shall apply strictly in accordance with the terms stated at the time of the offer.

7.7.2 Promotional offers apply only to labour and standard materials unless otherwise stated.

7.7.3 The fifty per cent (50%) Assessment Fee deduction applies only where the Customer proceeds with the recommended works within forty‑five (45) days of the assessment.

7.7.4 SecureStone UK Limited may withdraw or amend any promotional offer without notice.

7.8 No Ongoing Subscription Fees

7.8.1 Unless expressly stated in writing, SecureStone UK Limited does not charge ongoing subscription fees for the operation of CCTV systems.

7.8.2 This Condition does not apply to: (a) Monitoring services; (b) Maintenance Plans; (c) third‑party cloud services or manufacturer‑provided applications.

7.8.3 SecureStone UK Limited shall not be liable for any third‑party subscription charges.

7.8.4 SecureStone UK Limited is not responsible for any manufacturer or third‑party subscription fees.”

8. EQUIPMENT UNSUITABLE FOR SERVICE

8.1 SecureStone UK Limited may deem Equipment unserviceable where it is: (a) obsolete; (b) unsafe; (c) non‑compliant; (d) beyond economical repair.

8.2 SecureStone UK Limited shall notify the Customer and provide a quotation for replacement.

8.3 SecureStone UK Limited may decline to continue servicing condemned Equipment.

9. TERMINATION

9.1 SecureStone UK Limited may terminate the Agreement forthwith if the Customer: (a) fails to pay any sum when due; (b) provides misleading or fraudulent information; (c) obstructs access to the Site; (d) becomes insolvent or ceases trading.

9.2 The Customer may terminate if SecureStone UK Limited commits a material breach and fails to remedy such breach within thirty (30) days.

10. CONSEQUENCES OF TERMINATION

10.1 Upon termination: (a) all outstanding invoices shall become immediately due; (b) the Customer shall pay for all Goods and Services supplied; (c) early termination charges may apply during the Minimum Term; (d) title to Goods shall remain with SecureStone UK Limited until paid in full.

10.2 Termination shall not entitle the Customer to any refund of Assessment Fees paid pursuant to Condition 7.6.

10.3 SecureStone UK Limited shall not be liable for any loss arising from termination of the Agreement.

10.4 SecureStone UK Limited may remove any Equipment owned by Us, provided such removal does not cause damage to the Customer’s property.

10.5 The Customer shall cease using any software, access credentials, or Monitoring services provided by SecureStone UK Limited.

10.6 No refunds shall be issued for:

(a) partially completed Services; (b) unused portions of Maintenance Contracts; (c) promotional discounts; (d) Assessment Fees.

11. LIMITATION OF LIABILITY

11.1 Nothing in this Agreement shall operate to exclude or limit the liability of SecureStone UK Limited for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, breach of the terms implied by sections 9 to 11, 13 to 15 and 49 to 51 of the Consumer Rights Act 2015 where the Customer is a Consumer, breach of the terms implied by sections 34 to 37 of the Consumer Rights Act 2015 in relation to Digital Content supplied to Consumers, or for any other liability which cannot lawfully be excluded or limited.

11.2 Subject to clause 11.1, SecureStone UK Limited shall not be liable to the Customer for indirect or consequential loss or damage, loss of profit, loss of revenue, loss of business, loss of opportunity, loss of data, loss of goodwill or reputation, loss arising from criminal acts, trespass, or forced entry, loss arising from false alarms or emergency service attendance, loss arising from the Customer’s failure to maintain the System, indirect, special, or consequential loss including (without limitation), loss of anticipated savings or any other pure economic loss, whether arising in contract, tort (including negligence), misrepresentation, breach of statutory duty or otherwise.

11.3 The Customer acknowledges that the System is intended to reduce risk and provide detection or deterrence only, and that SecureStone UK Limited does not warrant or represent that the System will prevent crime, fire, intrusion, or any other adverse event.

11.4 The Customer shall notify SecureStone UK Limited in writing of any claim or potential claim as soon as reasonably practicable and, in any event, within thirty (30) days of becoming aware of the circumstances giving rise to such claim.

11.5 SecureStone UK Limited shall not be liable for any failure of the System caused by:

(a) power failure or fluctuations; (b) broadband or network outages; (c) third‑party Monitoring services; (d) manufacturer defects or firmware issues; (e) environmental conditions; (f) interference, tampering, or misuse.

11.6 Subject to clauses 11.1 and 11.2, the Supplier’s total aggregate liability to the Customer in respect of all claims arising out of or in connection with the Contract, whether in contract, tort (including negligence), misrepresentation, breach of statutory duty or otherwise, shall not exceed the total Fees paid by the Customer to the Supplier in the 12 months immediately preceding the date on which the cause of action arose.

11.7 The Supplier does not exclude liability for defective Products or Services provided to Consumers under the Consumer Rights Act 2015. Where Products or Services do not conform to the Contract, Consumers are entitled to the statutory remedies of repair, replacement, price reduction or final right to reject as set out in the Consumer Rights Act 2015, and the limitations in this clause 11 do not apply to such claims.

11.8 The limitations and exclusions in this clause 11 apply only to the maximum extent permitted by law. Where the Customer is a Consumer, nothing in these Terms and Conditions affects the Customer’s statutory rights.

11.9 Each provision of this clause 11 is to be construed as a separate limitation applying and surviving even if for any reason one or other provision is held inapplicable or unreasonable in any circumstances.

11.10 The Customer must take reasonable steps to mitigate any loss or damage suffered. The Supplier will not be liable for any loss or damage that could have been avoided by the Customer taking reasonable steps.

12. FORCE MAJEURE

12.1 SecureStone UK Limited shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events beyond its reasonable control, including: (a) extreme weather; (b) power outages; (c) strikes or labour disputes; (d) supply chain disruption; (e) acts of terrorism or vandalism; (f) pandemics or public health restrictions; (g) government action or regulation.

12.2 If such event continues for more than six (6) months, either party may terminate the Agreement upon seven (7) days’ written notice.

12.3 Neither party shall be liable for any failure or delay in performing its obligations under the Contract to the extent that such failure or delay is caused by circumstances beyond its reasonable control including but not limited to acts of God, flood, fire, earthquake, explosion, war, terrorism, pandemic, civil disorder, strikes or labour disputes (whether or not involving the workforce of the affected party), failure of utility services, failure of suppliers or subcontractors, or government restrictions.

13. GENERAL

13.1 The Customer may not assign the Agreement without SecureStone UK Limited’s prior written consent.

13.2 No third party shall have any rights under the Contracts (Rights of Third Parties) Act 1999.

13.3 Notices shall be deemed properly served if sent to the registered addresses of the parties.

13.4 The Agreement shall be governed by and construed in accordance with the laws of England and Wales.

13.5 The Customer acknowledges that the forfeiture provisions in Condition 7.6 constitute a reasonable pre‑estimate of SecureStone UK Limited’s loss and shall not be construed as a penalty.

13.6 SecureStone UK Limited may subcontract any part of the Services but remains responsible for the acts and omissions of subcontractors.

13.7 The Agreement constitutes the entire agreement between the parties and supersedes all prior discussions or representations.

13.8 If any clause is found invalid, the remainder of the Agreement shall continue in full force.

13.9 Failure to enforce any right shall not constitute a waiver of that right.

13.10 The parties submit to the exclusive jurisdiction of the courts of England and Wales.

13.11 Entire Agreement

These Terms and Conditions together with the Order Confirmation and any documents expressly incorporated by reference constitute the entire agreement between the parties and supersede all prior negotiations, representations, understandings and agreements whether oral or written. Each party acknowledges that it has not entered into the Contract in reliance on any representation, warranty or undertaking that is not expressly set out in the Contract. Nothing in this clause excludes liability for fraudulent misrepresentation.

13.12 Variation

No variation of the Contract is valid unless it is in writing and signed by or on behalf of each party. The Supplier may update these Terms and Conditions from time to time by posting revised terms on the Website. Any changes will apply to Orders placed after the revised terms are posted but will not affect existing Contracts unless otherwise required by law.

13.13 Severability

If any provision of these Terms and Conditions is held by a court or other competent authority to be invalid, illegal or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect. If any invalid provision would be valid if part of it were deleted, the provision shall apply with such modification as is necessary to make it valid.

13.14 Waiver

No failure or delay by either party to exercise any right or remedy under the Contract constitutes a waiver of that right or remedy or of any other right or remedy. A waiver is effective only if given in writing and applies only to the party to whom the waiver is addressed and the circumstances for which it is given.

13.15 Assignment

The Customer may not assign, transfer, charge or deal in any other manner with the Contract or any of its rights or obligations under it without the prior written consent of the Supplier. The Supplier may assign, transfer, charge or deal with the Contract or any of its rights or obligations under it at any time without the Customer’s consent.

13.16 Third Party Rights

A person who is not a party to the Contract has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of the Contract. This does not affect any right or remedy of a third party which exists or is available apart from that Act.

14. WEBSITE TERMS OF USE

14.1 All intellectual property rights in securestoneuk.co.uk are owned by SecureStone UK Limited.

14.2 Users may not copy, reproduce, or distribute website content without prior written consent.

14.3 Users shall not upload malware, attempt unauthorised access, or engage in data scraping.

14.4 SecureStone UK Limited may restrict or revoke access at its discretion.

14.5 The website is provided “as is” without warranties of accuracy or availability.

14.6 SecureStone UK Limited shall not be liable for losses arising from website use or third‑party links.

14.7 SecureStone UK Limited may update website content at any time without notice.

14.8 Callback Requests

14.8.1 Submission of a callback request or enquiry form does not create any contractual obligation on SecureStone UK Limited to provide Services, nor does it constitute acceptance of any order.

14.9 Recruitment Enquiries

14.9.1 Submission of a career enquiry or CV does not constitute an application, offer of employment, or guarantee of consideration. SecureStone UK Limited shall have no obligation to respond to or retain such submissions.

15. DATA PROTECTION

15.1 The Supplier collects and processes personal data in accordance with its Privacy Policy, a copy of which is available on the Website at www.securestoneuk.co.uk. By entering into the Contract, the Customer acknowledges that it has read and understood the Privacy Policy.

15.2 The Supplier processes personal data in accordance with the UK General Data Protection Regulation as amended by the Data (Use and Access) Act 2025, the Data Protection Act 2018, and all other applicable data protection legislation.

15.3 Personal data collected by the Supplier may include the Customer’s name, address, telephone number, email address, business address, payment details and any other information provided during the purchase or performance of the Contract.

15.4 The Supplier will not sell or rent the Customer’s personal data to third parties. Personal data may be shared with subcontractors, payment processors and other service providers solely for the purpose of fulfilling the Contract.

15.5 Where the Supplier processes personal data on behalf of a Business Customer in the course of providing Services, the parties acknowledge that the Customer is the data controller and the Supplier is the data processor. The Supplier will process personal data only on the documented instructions of the Customer and in accordance with applicable data protection law. Further details of data processing arrangements will be set out in a separate data processing agreement if required.

15.6 The Customer has rights under data protection law including the right to access, rectify and erase personal data, to restrict or object to processing, and to data portability. Requests should be sent to ashley@securestoneuk.co.uk.

15.7 The Customer shall ensure that any personal data provided is accurate and up to date.

15.8 SecureStone UK Limited shall retain data only for as long as necessary to fulfil contractual and legal obligations.

15.9 The Customer may request access to personal data held by SecureStone UK Limited.

15.10 SecureStone UK Limited shall not be liable for any loss arising from the Customer’s failure to secure passwords, access codes, or login credentials.

16. COMPLAINTS AND DISPUTE RESOLUTION

16.1 If the Customer has a complaint about the Products or Services, the Customer should contact the Supplier as soon as possible by email to ashley@securestoneuk.co.uk or by post to the Supplier’s registered office. The Supplier will acknowledge the complaint within 3 Working Days and will investigate and respond within 14 Working Days or such longer period as is reasonable depending on the nature of the complaint.

16.2 The Supplier is committed to resolving disputes amicably and in a cost-effective manner. If a dispute arises, the parties agree to attempt to resolve it by negotiation and discussion in good faith before commencing formal proceedings.

16.3 If negotiation does not resolve the dispute, either party may refer the matter to mediation. The parties will co-operate in good faith to agree the appointment of a mediator and will share the costs of mediation equally. Neither party may commence court proceedings until mediation has been attempted or until the other party refuses to participate in mediation.

16.4 Where the Customer is a Consumer, nothing in this clause 16 prevents the Consumer from exercising any statutory right to bring proceedings in court or from making a complaint to a statutory regulator including Trading Standards or the Information Commissioner’s Office.

16.5 Where the Customer is a Consumer, the Consumer may be entitled to use an alternative dispute resolution provider under Chapter 4 of Part 3 of the Digital Markets, Competition and Consumers Act 2024. Information about approved alternative dispute resolution providers can be obtained from the Competition and Markets Authority or from the Supplier on request. Use of alternative dispute resolution is voluntary and does not prevent the Consumer from bringing court proceedings.

16.6 The Supplier is not obliged to participate in alternative dispute resolution but may agree to do so on a case-by-case basis.

17. AGE RESTRICTIONS

17.1 The Supplier’s Products and Services are available only to individuals aged 18 years or over.

17.2 By placing an Order, the Customer confirms that they are at least 18 years of age. The Supplier reserves the right to refuse service or cancel any Order if it believes the Customer is under 18.

17.3 If the Supplier becomes aware that an Order has been placed by a person under the age of 18, the Supplier will cancel the Order and refund any amounts paid, less any reasonable costs incurred.

18. TERMINATION

18.1 Either party may terminate the Contract by giving written notice to the other party if:

(a) the other party commits a material breach of the Contract and, in the case of a breach capable of remedy, fails to remedy it within 14 days of receiving written notice specifying the breach and requiring its remedy: or

(b) the other party becomes insolvent, enters administration, makes an arrangement with creditors, has a receiver appointed, ceases to trade, or any similar event occurs in any jurisdiction.

18.2 The Supplier may terminate the Contract immediately by written notice if the Customer fails to pay any amount due by the due date.

18.3 Consumer cancellation rights and subscription cancellation rights are set out in clauses 4.5 and 5 respectively.

18.4 On termination of the Contract for any reason:

(a) the Customer must immediately pay all outstanding Fees and charges due to the Supplier.

(b) the Supplier may cease performance of any Services and withhold Delivery of any undelivered Products.

(c) any licences granted under clause 19.2 are immediately revoked and the Customer must cease using any software or Digital Content provided by the Supplier.

(d) any data held by the Supplier in connection with Subscription Services will be retained for 30 days and then may be deleted in accordance with clause 4.5.17.

18.5 Termination does not affect any rights or remedies that have accrued before termination or any provision that is expressly or by implication intended to continue after termination including clauses relating to payment, intellectual property, confidentiality, limitation of liability and dispute resolution.

19. DELIVERY AND PERFORMANCE

19.1 Delivery of Products may be by physical delivery to the Customer’s specified address. The method of Delivery applicable to the Customer’s Order is set out in the Order Confirmation.

19.2 Performance of Services will take place at the Customer’s premises or remotely as applicable and as specified in the Order Confirmation.

19.3 Delivery and performance timescales vary depending on the nature of the Order and are agreed on a per-order basis. Any timescale provided by the Supplier is an estimate only and time for Delivery or performance is not of the essence unless expressly agreed otherwise in writing.

19.4 Physical Products will be delivered to the address specified by the Customer in the Order. The Customer must ensure that someone is available to accept Delivery. If no one is available, the carrier may leave a card with instructions for redelivery or collection. The Supplier is not responsible for delays caused by the Customer’s failure to accept Delivery.

19.5 Risk of loss or damage to physical Products passes to the Customer on Delivery. Delivery is deemed to occur when the Products are delivered to the address specified by the Customer or collected by the Customer or their representative, or when the Products are left at that address in accordance with the Customer’s instructions.

19.6 Title to physical Products passes to the Customer on full payment of the Fees. Until title passes, the Customer holds the Products as bailee for the Supplier and must store them separately and in a manner that makes them identifiable as the Supplier’s property.

19.7 Digital Content is deemed delivered when it is made available to the Customer for download or access via email, the Website or other electronic means.

19.8 The Supplier shall not be liable for any delay in Delivery or performance caused by circumstances beyond its reasonable control including but not limited to acts of God, severe weather, failure of utility services, transportation disruptions, labour disputes, supplier delays, pandemics or government restrictions. In such circumstances the Supplier will notify the Customer as soon as reasonably practicable and the timescale for Delivery or performance shall be extended by a reasonable period.

19.9 If the Customer fails to take Delivery of Products or fails to provide access, information or cooperation required for the Supplier to perform Services, the Supplier may:

(a) store Products at the Customer’s risk and expense and charge reasonable storage costs.

(b) suspend performance of Services.

(c) charge the Customer for any time spent by the Supplier or costs incurred as a result of such failure; and

(d) terminate the Contract by giving written notice if the failure continues for more than 14 days.

19.10 The Supplier may deliver Products or perform Services in instalments. Each instalment is treated as a separate Contract. Any defect or failure in one instalment does not entitle the Customer to cancel any other instalment.

20. INSTALLATION AND SERVICES

20.1 The Supplier will carry out installation and other Services with reasonable care and skill in accordance with the requirements of the Consumer Rights Act 2015 (where the Customer is a Consumer) and in accordance with good industry practice.

20.2 The scope of Services to be performed is as set out in the Order Confirmation. Any variation to the scope of Services must be agreed in writing and signed by both parties. The Supplier reserves the right to charge additional Fees for any variation.

20.3 If during performance of Services the Supplier discovers that additional work is required which was not reasonably foreseeable at the time of Order, the Supplier will notify the Customer and provide a written quotation for the additional work. The Supplier is not obliged to proceed with the additional work unless the Customer agrees to the additional Fees in writing.

20.4 The Supplier may use subcontractors to carry out all or part of the Services. The Supplier remains responsible for the work performed by subcontractors as if it had been performed by the Supplier directly.

20.5 If the Customer delays or fails to provide access, information, approvals or cooperation required for the Supplier to perform Services, the Supplier may suspend performance and charge the Customer for any additional time or costs incurred as a result. The Supplier will not be liable for any delay in completion caused by the Customer’s failure to cooperate.

20.6 On completion of installation or other Services, the Supplier will notify the Customer and request confirmation of satisfactory completion. The Customer should inspect the work and notify the Supplier of any issues within 7 days. If the Customer does not raise any issues within that period, the Services shall be deemed accepted.

21. RETURNS AND REFUNDS

21.1 Consumer cancellation rights are set out in clause 5 above.

21.2 On-Site Security Assessment Fees are non-refundable in accordance with clause 7.6 above.

21.3 Subscription Fees are non-refundable except where the Customer is a Consumer exercising cancellation rights under clause 5 or where required by law as set out in clause 4.5.

22. WARRANTIES AND GUARANTEES

22.1 The Supplier provides a 12-month guarantee on all Products supplied and installed by the Supplier. This guarantee covers defects in materials and workmanship and is subject to the conditions set out in this clause 20.

22.2 The guarantee applies only to Products that have been both supplied and installed by the Supplier. It does not apply to Products supplied by the Supplier but installed by the Customer or a third party, or Products supplied by the customer and installed by the Supplier.

22.3 The guarantee period runs from the date of installation or, if no installation is provided, from the date of Delivery.

22.4 The guarantee does not cover:

(a) defects caused by misuse, neglect, accident, tampering or abnormal use.

(b) defects caused by failure to follow the Supplier’s instructions for use and maintenance.

(c) normal wear and tear.

(d) defects caused by modification, repair or installation by anyone other than the Supplier or its authorised subcontractors.

(e) consumables or batteries.

(f) cosmetic damage that does not affect functionality.

22.5 If a defect covered by the guarantee occurs during the guarantee period, the Supplier will at its option repair or replace the defective Product or part free of charge. If repair or replacement is not possible or would be disproportionate, the Supplier may refund a proportionate amount of the price paid.

22.6 To make a claim under the guarantee, the Customer must notify the Supplier in writing at ashley@securestoneuk.co.uk providing proof of purchase and a description of the defect. The Supplier will arrange to inspect the Product and carry out any necessary work at a time convenient to both parties.

22.7 Any repaired or replaced Product or part is guaranteed for the remainder of the original guarantee period or 90 days from the date of repair or replacement, whichever is longer.

22.8 Where the Customer is a Consumer, nothing in this clause 20 affects the Customer’s statutory rights under the Consumer Rights Act 2015. Consumers have the right to reject Products that are not of satisfactory quality, fit for purpose or as described within 30 days of Delivery and receive a full refund. After 30 days, Consumers are entitled to a repair or replacement and, if that is not possible or is not done within a reasonable time and without significant inconvenience, to a price reduction or final right to reject. These statutory rights last for up to six years from purchase (or five years in Scotland).

22.9 For Business Customers, the guarantee in this clause 20 is in place of all other warranties, conditions and terms relating to quality or fitness for purpose whether express or implied by statute, common law or otherwise, all of which are excluded to the fullest extent permitted by law.

23. INTELLECTUAL PROPERTY RIGHTS

23.1 All Intellectual Property Rights in any software, Digital Content, documentation, designs, reports, drawings, specifications, plans or other materials created or provided by the Supplier in connection with the Contract remain the property of the Supplier or its licensors.

23.2 Where Digital Content or software is supplied to the Customer, the Supplier grants to the Customer a non-exclusive, non-transferable, revocable licence to use that Digital Content or software solely for the Customer’s own internal purposes in connection with the Products or Services purchased. The Customer may not copy, modify, reverse engineer, decompile, disassemble, distribute, sub-license, sell, lease or otherwise transfer or exploit the Digital Content or software.

23.3 The Customer must not remove, obscure or alter any copyright notices, trademarks or other proprietary notices contained in or on any materials provided by the Supplier.

23.4 Any Intellectual Property Rights in materials, information, specifications, systems or content provided by the Customer remain the property of the Customer. The Customer grants to the Supplier a non-exclusive, royalty-free licence to use such materials solely for the purpose of performing the Contract.

23.5 If the performance of Services results in the creation of work product including but not limited to designs, configurations, documentation or reports, ownership of Intellectual Property Rights in such work product shall vest in the Supplier on creation. The Supplier grants to the Customer a non-exclusive, perpetual, royalty-free licence to use such work product for the Customer’s internal purposes.

23.6 Nothing in this clause affects the Customer’s rights under sections 34 to 47 of the Consumer Rights Act 2015 in relation to Digital Content supplied to Consumers.