Consumer Terms

Terms and Conditions on Cancellation

1. Cancellation Policy

1.1. Customers of StaySafe-CCTV Ltd have the right to cancel their order or service agreement within 14 days of entering into the contract. Cancellation requests must be made in writing to StaySafe-CCTV Ltd via email or postal mail.

1.2. Refunds:

If a cancellation notice is received within the 14-day period, a full refund will be provided.

If services or installations have already begun or been completed within the 14-day cancellation period, the refund will be adjusted to account for the work already performed or materials used. If the permit to work has been received prior to the start of the works.

1.3. Non-Refundable Deposits: Any deposits paid at the time of booking are generally refundable if the cancellation occurs within the 14-day period and services have not commenced. Once services begin, the deposit may be retained to cover justifiable costs incurred.

2. Company-Initiated Cancellations

2.1. Right to Cancel: StaySafe-CCTV Ltd reserves the right to cancel or reschedule any installation or service due to unforeseen circumstances, such as but not limited to, technician unavailability, supply chain issues, or safety concerns.

2.2. Refunds or Rescheduling: If StaySafe-CCTV Ltd cancels a service, the customer will have the option to reschedule at the next available date or receive a full refund.

3. Force Majeure

3.1. StaySafe-CCTV Ltd shall not be liable for any cancellations or delays due to events beyond its reasonable control, including but not limited to natural disasters, strikes, lockouts, or other industrial disputes, acts of war, terrorism, or governmental restrictions.

4. Amendments to Cancellation Policy

4.1. StaySafe-CCTV Ltd reserves the right to amend these terms and conditions. Any changes will be communicated to the customer in writing, and the most current version of these terms will be available on our website or by request,

5. Contact Information

For any cancellations or questions regarding these terms and conditions, please contact our customer service team at 01582 383 999 or alternatively by email, Info@staysafe-cctv.co.uk.

Product Warranty Terms and Conditions

1. Warranty Coverage

1.1. Hikvision Products: StaySafe-CCTV Ltd provides a 3-year warranty on all Hikvision products, effective from the date of original purchase. This warranty covers defects in materials and workmanship under normal use.

1.2. Other Products: All other products supplied by StaySafe-CCTV Ltd come with a 1-year warranty from the date of purchase, covering defects in materials and workmanship under normal use. Ajax intruder alarms equipment come with a 2 year product warranty from the date of purchase, covering defects in materials and workmanship under normal use

1.3. Labour Warranty:

Labour is covered for 1 year from the date of installation. This includes any repair or replacement work needed due to faults in product installation.

2. Warranty Claims Process

2.1. Proof of Purchase: To make a warranty claim, customers must provide the original invoice addressed to the customer as proof of purchase. This document is required to verify the date of purchase and validate the warranty.

2.2. How to Make a Claim: Customers should contact StaySafe-CCTV Ltd customer service at 01582 383 999 or email Info@staysafe-cctv.co.uk with the original invoice, product serial number, and a description of the defect.

2.3. Product Inspection:

Inspection of faulty equipment at the customer's premises is conducted by StaySafe-CCTV Ltd if a maintenance package has been taken out or within the first year from the date of purchase.

If the fault occurs after the first year from the date of purchase, a labour charge is payable to replace the faulty equipment. The amount of the labour charge will be communicated to the customer before any work is carried out.

2.4. Repair or Replacement: StaySafe-CCTV Ltd will repair the product at no charge using new or refurbished parts if the issue occurs within the warranty period and conditions. If the product is no longer available or cannot be repaired, StaySafe-CCTV Ltd will replace it with a product of similar or greater value.

3. What is Not Covered

3.1. This warranty does not cover:

Damage resulting from misuse, negligence, accidents, or unauthorized alterations.

Products serviced or repaired by unauthorized personnel.

Normal wear and tear (e.g., scratches, dents). If outside of warranty period.

Incidents beyond StaySafe-CCTV Ltd's control, such as natural disasters or power surges.

3.2. Call Out Charges: A call out charge of £72 inclusive of VAT applies for issues that are determined to be non-faulty equipment, such as user error or external factors not related to product defects.

3.3. Remote Viewing Issues: Remote viewing issues are not covered under this warranty, if caused by change of Internet service provider, or faulty internet connection caused by internet service providers equipment or service. A call out charge is applicable to resolve these issues unless the customer has purchased a Remote Maintenance Health Package.

3.4. Password Resets: Password resets are not covered under this warranty. A call out charge to reset any passwords is payable for each device, unless a Remote Assistance Health Monitoring Service Package has been taken out.

4. Limitation of Liability

4.1. StaySafe-CCTV Ltd's liability under this warranty is limited to the repair or replacement of defective products or labour as described above. StaySafe-CCTV Ltd shall not be liable for any incidental or consequential damages arising from the use or inability to use the product.

5. Warranty Exclusions

5.1. This warranty is void if the product is used for purposes other than its intended use or if it is subjected to conditions outside its designed operating environment.

6. Transferability

6.1. This warranty is provided only to the original purchaser and is not transferable. Any resale or transfer of the product will void the warranty.

7. Governing Law

7.1. These warranty terms and conditions are governed by and construed in accordance with the laws of England and Wales

8. Amendments

8.1. StaySafe-CCTV Ltd reserves the right to amend these terms and conditions at any time. The most current version of these terms will be available on our website or upon request.

9. Contact Information

For any questions regarding this warranty or to initiate a warranty claim, please contact StaySafe-CCTV Ltd customer service on 01582 383 999 or alternatively via email Info@staysafe-cctv.co.uk.