Terms and Conditions

Customer Terms and Conditions

1. DEFINITIONS

• “THE COMPANY” is 1-Secure Security Solutions Ltd (trading as 1-Secure), being the organisation responsible for the design, installation, maintenance, and/or monitoring of the installation which is the subject of this Contract, sometimes referred to as “our” or “we” in these Terms and Conditions.

• “THE CUSTOMER” is the person or organisation being a signatory to this Contract, sometimes referred to as “you” or “your” in these Terms and Conditions.

• “THE PREMISES” are the premises set out in the Specification.

• “THE INSTALLATION” is the installed system defined in the Specification.

• “INSTALLATION STANDARD” is the standard to which the equipment is to be installed and/or maintained, together with any other formal requirements stipulated as a condition of the NSI or other regulatory body by which the Company is approved.

• “CONTRACT” means the Quotation, Specification, and these Terms and Conditions.

• “SPECIFICATION” means the design specification, including any bespoke or custom-tailored security plan, which defines the level of protection afforded by the Installation as described in the quotation document. It is an integral part of this Contract.

• “EQUIPMENT” means any hardware, firmware, or software supplied and installed by the Company.

• “QUOTATION” means the proposed price for the equipment, its installation, and/or maintenance and monitoring as itemised in this Contract.

• “ALARM RECEIVING CENTRE (ARC)” means a continuously manned remote centre to which alarm activations and/or video data are signalled.

• “HANDOVER DATE” means the date on which the Installation is completed and the Handover Completion Certificate has been signed.

2. GENERAL

Acceptance of this contract includes acceptance of these Terms and Conditions. Where requirements conflict, the Specification shall take precedence. Nothing in these Terms shall detract from the Customer’s statutory rights.

3. COSTS & PAYMENT

i) The quoted costs may be revised if: you change the Specification, your premises are unsuitable in a way not apparent during our initial survey, or other special circumstances arise.
ii) Payment is due as per the agreed schedule. The Company offers flexible payment options, including financing plans via partners like Klarna. The specific terms of any finance agreement are separate from this Contract.
iii) If payment is late, the Company may charge interest at 4% per year over the Bank of England base rate.
iv) Annual maintenance and/or monitoring charges may be subject to annual review.
v) Installation work outside standard working hours (Mon-Fri, 8 am-5 pm) may incur additional charges.

4. COMPANY’S OBLIGATIONS

i) We agree to complete the installation conforming to the Installation Standard.
ii) Upon completion, we shall provide necessary training and a handover certificate.
iii) We provide a 12-month warranty on equipment and workmanship, provided the equipment has been paid for in full. This excludes damage from external causes like power surges, neglect, or misuse.
iv) We provide 24/7 emergency support for maintained customers. Initial response will be via telephone to diagnose the issue.
v) Maintained customers are entitled to support for system updates and third-party applications (APPs).

5. CUSTOMER’S OBLIGATIONS

i) You agree to provide us with full access to your premises and an adequate electricity supply.
ii) You must not interfere with or attempt to repair the Equipment.
iii) The Equipment does not belong to you until paid for in full.
iv) You must notify us of any changes to your Premises’ layout that could affect system performance.
v) For monitored systems, you are responsible for maintaining the operational broadband/internet service.

6. MAINTENANCE & MONITORING

i) The annual maintenance contract includes routine inspections in accordance with the Installation Standard.
ii) One annual maintenance check per year may be completed remotely.
iii) The maintenance charge does not include replacement parts or batteries, which will be charged additionally.
iv) Where the installation is monitored by an ARC, an annual maintenance contract with the Company is mandatory.

7. LIABILITY

The Company is not the insurer of your property.
i) The Company’s liability is limited as set out in its insurance policy, a summary of which is available upon request.
ii) The Company does not guarantee that the system cannot be circumvented or that it will be operational at all times.
iii) The Customer is advised to arrange sufficient insurance cover for their property and for claims arising from injury, loss, or damage.

8. TERMINATION

i) Either party may terminate the Contract by giving not less than two months’ written notice.
ii) The Company may terminate for breach of contract or arrears exceeding 30 days.
iii) On termination, the Company may recover any equipment that remains its property.

9. GOVERNING LAW

This contract is governed by the laws of England and Wales.

Issue 1 – January 2025