Call-out & Repair Terms

1. Who we are, and what these terms cover

These terms are between Prism Integrated Security Solutions LTD (“Prism”, “we”, “us”), a company registered in England and Wales (number 16929066), and the customer who books a call-out (“you”). They govern call-outs and repairs: a visit to your intruder alarm, CCTV, access control or door-entry system to find a fault you have reported and, where we reasonably can, put it right — and any further repair work you then accept from us in writing.

They do not cover installing a new system, taking over a system's maintenance, monitoring or a service plan; those are governed by our Terms & Conditions and a signed Job Specification. If your system is covered by a Prism service plan or our installation warranty, the visit is dealt with as the plan or warranty says, and these terms apply to anything it does not cover.

The contract for a call-out is made when you book it: when you submit a chargeable call-out from your Prism portal, or when you agree our charges with us by phone, by email or in person and we record that agreement. We confirm every booking to you in writing, by email, with a full copy of these terms.

“Consumer” means an individual acting wholly or mainly outside their trade, business, craft or profession. Where you book as a consumer, sections 11 and 16 apply to you in full.

2. What we do on a call-out

We attend at the agreed time, investigate the fault you reported and tell you what we find. Where the cause can be put right during the visit with reasonable effort and with parts we carry or can readily obtain, we repair it. Where it cannot, we leave the system as safe and usable as we reasonably can and tell you what is needed. Every visit ends with one of these outcomes, which we record and tell you:

• repaired — the reported fault put right;
• temporary fix — working again, but a permanent repair is still needed;
• made safe — the fault isolated, with your agreement, so the rest of the system can be used;
• quote to follow — the fix needs equipment we do not carry, or more work than the visit allows, which we will quote for;
• no fault found — the system worked correctly when tested;
• not repairable — the equipment cannot sensibly be repaired.

3. Our charges

Our charges are set out in the call-out tariff in the schedule to these terms. The tariff that applies is the version in force when you book; it is shown on the booking screen and stated, with its version, in our written confirmation.

The attendance charge applies to every call-out and includes the travel and the first period on site the tariff states. Time on site after that is charged at the hourly labour rate, in the steps the tariff states. Parts are charged as the tariff states. We work on the fault you reported and fit only the parts its repair needs; we ask you first before doing or fitting anything else. A visit you ask us to make outside the normal hours the tariff states is charged at the out-of-hours rate. Travel beyond the distance the attendance covers is charged as the tariff states.

Where we are registered for VAT, VAT is charged and shown on our invoices; where we are not, no VAT is charged.

4. If the fault cannot be fixed on the visit

The attendance charge, and any labour beyond the included period, are payable whether or not the fault can be fixed on the visit, and if we find no fault. Finding out what is wrong is part of the work you are paying for.

Parts the repair needs are fitted on the visit and charged as section 3 says. Where the repair needs equipment we do not carry, or more work than the visit allows, we send you a written quotation instead. Nothing in it is ordered or done until you accept it. Accepting it makes a further contract under these terms; the call-out charge is not deducted from it unless the quotation says so. If you decide not to go ahead, you pay only for the call-out.

5. Equipment we did not install

Where your system, or any part of it, was installed or last maintained by someone else, we work on it as we find it, and repair or replace only what you report and what you agree to. In particular:

Nothing in this section limits our responsibility for the work we ourselves do or the parts we ourselves supply.

• we make no statement about the condition, compliance, security grade or remaining life of equipment we did not supply, and a call-out is not an inspection or a certificate of compliance;
• any other defect we notice is reported to you and quoted, not repaired without your agreement;
• older equipment — control panels, power supplies and batteries especially — can fail when it is powered down, reprogrammed or disturbed; we take reasonable care and will warn you before doing anything we consider risky, but we are not responsible for the failure of equipment that was already at or beyond the end of its working life unless a lack of reasonable care on our part caused it;
• engineer codes and locked panels belong to whoever installed the system; if we cannot get into the system without them we tell you what is needed, and the time already spent is charged;
• a call-out or repair does not make Prism the maintainer of your system, does not take over anyone else's maintenance contract, and does not provide the maintenance record or certificate an insurer or the police may require — that needs a takeover survey and a service plan, which we are glad to quote for.

6. Parts we fit and parts we remove

Parts we fit are at your risk once fitted and become yours when they have been paid for. Parts we remove are yours; we take them away for responsible disposal unless you ask to keep them on the day.

7. Our repair warranty

We warrant our workmanship on a repair for 90 days from the visit, and parts we supply carry the manufacturer's warranty, which we administer for you. If a repair we made fails for a reason this warranty covers, we return and put it right without charge.

It covers only our own work and the parts we supplied. It does not cover the rest of the system; a temporary fix or a ‘made safe’ outcome, which we will have told you is not a permanent repair; damage from misuse, accident or alteration by anyone we have not authorised; mains, network or signalling failures; or batteries and consumables after their stated life.

If you are a consumer, nothing in this section reduces your rights under the Consumer Rights Act 2015.

8. Paying us

We invoice you after the visit for the attendance charge, any further labour, parts and travel. Payment is due within the number of days the tariff states, by card from your Prism portal or by bank transfer using the details on the invoice.

If an invoice remains unpaid 14 days after we have reminded you in writing, we may charge interest on the overdue amount at 4% a year above the Bank of England base rate, and we may decline further call-outs, other than to make a system safe, until the account is up to date. Where you are a business we may instead claim interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.

9. What we need from you

So that the engineer can work, you agree to give us:

If we cannot get in at the agreed time, or cannot work because something above was not in place, the attendance charge is payable and we will offer another visit.

• access at the agreed time, with someone present who can make decisions about the system;
• the user codes, fobs, app access and any engineer code the system needs — or tell us when booking that you do not have them;
• where the system is monitored, notice to the alarm receiving centre and your keyholders before the visit, or your permission for us to give it;
• warning of anything affecting safe working, such as asbestos, fragile surfaces, animals or restricted areas;
• any permission a landlord or managing agent has to give.

10. Booking times and delays

We give a date, or a target time, for each visit. Response times are targets rather than guarantees. If we need to rearrange we tell you as soon as we can, and if the new time does not suit you, you may cancel the booking without charge. Neither of us is liable for delay or failure caused by events outside reasonable control, including power and network failures, severe weather and supply shortages.

11. Your right to cancel (consumers)

If you are a consumer and you booked at a distance — through your Prism portal, by phone or by email — or agreed the booking with us away from our premises, you have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel the contract without giving a reason. The cancellation period ends 14 days after the day the contract is made.

To cancel, tell us clearly before the period ends — by phone on 0330 236 8191, by email to General@prismintegratedsecurity.solutions, or by letter to the address on the model cancellation form below. You may use the model form, but you do not have to.

We will not start work within those 14 days unless you expressly ask us to. If you ask us to and then cancel before the work is complete, you pay for what we did before you told us, in proportion to the full price, and anything you have paid beyond that is refunded within 14 days of your cancellation. Once the work has been completed at your request, you can no longer cancel it.

Urgent repairs. If you specifically ask us to visit to carry out urgent repairs or maintenance, the right to cancel does not apply to that visit, or to the repairs and the replacement parts needed to carry them out. It does still apply to anything else we supply on the same visit that you did not ask for when you booked, and we will not supply anything else without asking you first.

A further quotation you accept after a call-out is a separate contract with its own cancellation period, which runs from the day you accept it.

This right is in addition to your statutory rights under the Consumer Rights Act 2015.

12. Our liability

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be excluded or limited by law.

Subject to that: we are responsible for foreseeable loss and damage caused by our breach of this contract or our negligence, and we are not responsible for loss that was not foreseeable when the contract was made, loss caused by events outside our reasonable control, or — where you are a business — loss of profit, business, contracts or goodwill.

Where you are a business, our total liability arising from a call-out, and from any repair under it, is limited to five times the total of our invoices for that call-out and repair. Where you are a consumer, no such cap applies to loss we are legally responsible for.

A security system is a deterrent and a means of detection and notification. A repair does not guarantee that intrusion, fire or loss cannot occur, and it is not a substitute for insurance.

13. Complaints

If something is wrong, tell us — by phone on 0330 236 8191, by email to General@prismintegratedsecurity.solutions, or from the Complaints page of your Prism portal — quoting your service request number. A complaint is acknowledged within two working days and answered substantively within ten. If you are not satisfied with our final answer, you may be able to refer the matter to a certified alternative dispute resolution provider; we will name one in our final answer. Nothing in this section stops you going to court.

14. Your information

We process your personal information as our privacy policy describes, and keep the record of your booking — including when and how you agreed to these terms, and any request to start early — for as long as we may need to show it.

15. Governing law

This contract is governed by the law of England and Wales, and the courts of England and Wales have jurisdiction — except that if you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in your own courts, and you have the benefit of any mandatory rules of your own law.

16. Your statutory rights

Nothing in these terms takes away or reduces any right the law gives you that cannot be excluded by agreement. If you book as a consumer, that includes your rights under the Consumer Rights Act 2015 — that goods be of satisfactory quality, fit for purpose and as described, and that services be performed with reasonable care and skill — and your cancellation rights under the Consumer Contracts Regulations 2013, described in section 11. If any part of these terms is found unenforceable, the rest stands.

Schedule — the call-out tariff (version 2026-10.1)

These are our charges for a call-out booked while this version is in force. Where we are registered for VAT, VAT is charged and shown on our invoices; where we are not, no VAT is charged.

• Attendance: £95.00 a visit, covering travel and the first hour on site.
• Labour after that: £60.00 an hour, charged in 30-minute steps — £30.00 for each half hour, or part of one.
• Out of hours: a visit you ask for outside our normal hours (Monday to Friday, 08:00–18:00, excluding bank holidays) is charged at one and a half times the attendance and labour rates.
• Parts: at our catalogue list price.
• Travel: included up to 25 miles there and back; beyond that, 50p for each further mile of the round trip.
• Payment: due within 14 days of our invoice.

Model cancellation form (consumers)

To: Prism Integrated Security Solutions LTD, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ; email General@prismintegratedsecurity.solutions. I/We hereby give notice that I/We cancel my/our contract for the supply of the following service: a call-out and repair visit, service request reference [reference], booked on [date]. Name of consumer(s): —. Address of consumer(s): —. Signature of consumer(s) (only if this form is notified on paper): —. Date: —.