Terms & Conditions

1. Who we are, and what these terms cover

These terms are between Prism Integrated Security Solutions LTD (“Prism”, “we”, “us”), registered in England and Wales, and the customer named on the Job Specification (“you”). They govern the supply and installation of the security system described in the Job Specification, together with any monitoring, managed SIM or service plan listed on your accepted quotation.

The contract is formed when you sign the Job Specification and we countersign it. The Job Specification, your accepted quotation and these terms together form the whole agreement. If they conflict, the Job Specification prevails over the quotation, and these terms prevail over both on any matter of law.

“Consumer” means an individual contracting wholly or mainly outside their trade, business, craft or profession. Where you contract as a consumer, the rights described in sections 8 and 20 apply to you in full.

2. The system we will install

We will supply and install the equipment listed in the Schedule of Equipment, at the locations described in the device schedule, to the security grade stated in the Job Specification. The design follows PD 6662 and the BS EN 50131 series as they apply to the graded parts of the system.

Device locations in the schedule are the intended positions agreed at the time of signing. Exact positioning may be adjusted on the day by agreement between you and the installing engineer where the building makes that necessary — a joist where a cable was planned, a surface a detector cannot fix to. Any adjustment that would reduce the system's coverage or grade will not be made without your agreement in writing.

Anything not listed in the Schedule of Equipment is not included. In particular, building work, redecoration, and the repair of pre-existing defects in the fabric of the premises are outside the scope of this contract.

3. Price and payment

The price is the total on your accepted quotation. Where we are registered for VAT, VAT is charged and shown on our invoices; where we are not, no VAT is charged.

The one-off amount (equipment, installation and any first-year monitoring or SIM charges) is payable either in two halves — half when you accept the quotation and the remaining half on completion of the installation — or, where you chose it when accepting the quotation, as a 20% deposit with the balance collected by Direct Debit in eleven equal monthly payments. Paying by instalments costs you nothing extra: twelve payments within twelve months, interest-free, with no fees.

Service plans are not credit and are not part of the instalment arrangement. A service plan is a separate, ongoing service for the term you chose when accepting the quotation, at the yearly price that term earns on your quotation, collected monthly by Direct Debit at one twelfth of that yearly price. Each monthly payment pays for the month of service it covers; either side may end the plan at the end of its agreed term.

If a Direct Debit payment fails we will tell you and re-present it. If an amount remains unpaid 14 days after we have asked for it in writing, we may suspend monitoring and servicing until the account is brought up to date, and we may charge interest on the overdue amount at 4% a year above the Bank of England base rate.

4. Deposit and first-half payment

Where a deposit or a first-half payment is payable, we will not order equipment or book the installation until it has been received. That payment is protected by section 8: if you cancel within the cooling-off period it is refunded in full, less only any amount section 8 allows us to keep for work you expressly asked us to begin early.

5. Survey, access and what we need from you

The installation date is agreed with you in advance. So that the work can be done in the time quoted, you agree to:

• give our engineers access to the premises at the agreed times, with someone authorised to make decisions available during the visit;
• provide mains power and, where the system uses your broadband, a working internet connection and reasonable access to your router;
• tell us before the visit about anything that affects safe working — asbestos, fragile surfaces, dogs, restricted areas;
• obtain any permission needed from a landlord, freeholder or managing agent before the installation date, where the premises are not yours to alter.

6. If the survey changes the job

The quotation was prepared from the information you gave us. If a site survey or the installation itself reveals something materially different — construction that prevents a planned fixing, signal conditions that need additional equipment, wiring that cannot be reused — we will tell you before doing any additional work, and give you a written variation with any change to the price. You are free to accept it, or to cancel the affected part of the work; if a variation means the system can no longer meet the specification you signed, you may cancel the whole contract and we will refund everything you have paid for work not yet done.

7. Takeover of an existing system

Where the Job Specification describes a takeover — our system replacing or adopting equipment already installed at the premises — the following applies: equipment we did not supply is taken over as found. We do not warrant its condition, remaining life or compliance, and anything we find defective will be reported to you with a price for its replacement rather than repaired silently. Wiring we reuse is tested before reuse; wiring that fails testing is not reused.

This section does not reduce our responsibility for the work we ourselves do, or for the equipment we ourselves supply.

8. Your right to cancel (consumers)

If you are a consumer and this contract was made at a distance or away from our premises — which includes signing it from an emailed link — you have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel without giving a reason within 14 days of the day after the contract is made.

To cancel, tell us in a clear statement — by email, letter or phone, using the details on the Job Specification — before the 14 days end. You may use the model cancellation form at the foot of these terms, but you do not have to.

If you asked us in writing to start work within the cooling-off period and then cancel, you pay only for what was done before you cancelled, in proportion to the price; everything else is refunded within 14 days of your cancellation. If goods have been delivered but not yet installed, we collect them at our cost and refund you in full. Once the installation has been completed within the period at your express request, the right to cancel the installation itself is lost — this is the trade-off the Regulations set for asking for early performance, and we will have made it clear at the time you asked.

This right is in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015.

9. Ownership and risk

The equipment is at your risk from the moment it is installed at, or delivered to, the premises — from then on it should be covered by your buildings or contents insurance like anything else in the building. Ownership of the equipment passes to you when the one-off amount has been paid in full. Until then we may, where an account is seriously in arrears and after telling you in writing, retake equipment that has not been paid for; any right of entry is only ever exercised lawfully.

10. Workmanship and equipment warranty

We warrant our installation workmanship for 24 months from handover. Equipment we supply carries the manufacturer's warranty, which we pass on to you and will administer on your behalf — you deal with us, not the manufacturer.

The warranty does not cover damage caused by misuse, accident, alteration by anyone we have not authorised, mains or network failures, or batteries and other consumables after their stated life. A warranty visit that finds a fault outside warranty is chargeable at our standard rates, which we will tell you before attending.

If you are a consumer, nothing in this section reduces your rights under the Consumer Rights Act 2015 in respect of goods, services or digital content that do not conform to the contract.

11. Monitoring and alarm response

Where your system is monitored, monitoring is provided through an alarm receiving centre and depends on signalling paths — mobile networks, your broadband — that are operated by third parties and can fail for reasons outside anyone's control. A dual-path system exists precisely because single paths fail; no signalling arrangement can be guaranteed to deliver every signal in every circumstance.

Police response, where applicable, is provided by the police under their own policy, which can withdraw or downgrade response — for example after repeated false alarms — and is not something we control or promise.

12. Service plans

A service plan runs for the term you chose when accepting the quotation, at the yearly price that term earns, collected monthly by Direct Debit from the 1st of the month after your system is commissioned, and includes the preventative maintenance visits and remote support described in the plan. Where your plan includes parts, the plan says which; parts outside the plan are chargeable at the plan's stated discount.

Included call-outs, included batteries and included parts cover fair wear and tear only. Work or parts needed because of damage by users or third parties, mis-operation of the system, or fire, storm, flood or another act of nature are chargeable on every plan, at the plan's stated discount where one applies. Response targets are targets rather than guarantees, and run from when you tell us. A remote reset can be given where the cause of an activation is known; where your system has police response, resets follow the police force's requirements.

If a plan payment is not made and remains unpaid after we have asked in writing, we may suspend the plan's benefits until it is; suspension does not extend the term.

13. What an alarm system is, and is not

An alarm system is a deterrent and a means of detection and notification. It is not a guarantee that intrusion, fire, flood or loss cannot occur, and it is not a substitute for insurance. You remain responsible for insuring the premises and their contents, and for telling your insurer anything they ask about the system.

14. 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 under this contract is limited to five times the one-off amount on the accepted quotation. Where you are a consumer, no such cap applies to loss we are legally responsible for; we simply are not responsible for loss the law does not make us responsible for.

15. Events outside anyone's control

Neither of us is liable for delay or failure caused by events outside reasonable control — including power and network failures, severe weather, epidemic, and supply shortages. If such an event delays the installation by more than 30 days, either of us may cancel the affected work and we will refund everything paid for work not done.

16. Your information

We process your personal information as described in our privacy policy, available on our website. In short: we hold the details needed to design, install, monitor and service your system, we keep the signed contract record — including the signature, and the technical details of the signing session — for the life of the contract and the period regulation requires, and we do not sell personal information to anyone.

17. Complaints

If something is wrong, tell us and we will put it right: our contact details are on the Job Specification. 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.

18. Changes and assignment

Changes to this contract are only binding when agreed in writing — a written variation under section 6, or a document signed by both of us. We may transfer this contract to another provider only in a way that does not reduce your rights under it, and we will tell you if we do. You may not transfer it without our agreement, which we will not withhold unreasonably — a house sale where the new owner takes over the system is the ordinary case, and we say yes to it.

19. 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.

20. 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 contract 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. If any part of these terms is found unenforceable, the rest stands.

Model cancellation form (consumers)

To: Prism Integrated Security Solutions LTD (contact details as shown on the Job Specification). I/We hereby give notice that I/we cancel my/our contract for the supply and installation of the security system described in Job Specification reference [reference], signed on [date]. Name of consumer(s): —. Address of consumer(s): —. Signature (only if this form is notified on paper): —. Date: —.