We don’t like small print, but we need a set of Terms & Conditions so that we are fully compliant with the necessary laws and licences in the UK.

Between you (‘the customer’) and Prime Security Installations Ltd, here known as Prime Security(‘us’).

TERMS & CONDITIONS (2025)

These Terms & Conditions apply to all services provided by Prime Security Installations Ltd (“Prime Security”, “we”, “us”, “our”) to you (“the customer”).

By placing an order, you agree to these Terms.

We aim to keep our policies clear, fair and fully compliant with UK law.

1. PURPOSE OF THE SYSTEM

The systems we install or service are designed to reduce the risk of loss, damage or unauthorised access to your property.

No electronic security system can guarantee complete prevention of tampering or failure.

Prime Security Installations Ltd is not responsible for losses arising from such circumstances.

2. PAYMENT TERMS

Prime Security does not offer credit under any circumstances.

Unless agreed in writing before the order, payment is due in full upon completion, before the engineer leaves the property.

2.1 Order Confirmation & Deposits

A deposit may be requested but is not required.
Orders may be confirmed via phone, text, WhatsApp, email or purchase order.

2.2 Payment on Completion

Full payment is due immediately on completion of the job.

2.3 Accepted Payment Methods

Debit/Credit Card
Bank Transfer
Cash
Cheques are not accepted.

2.4 Commercial Purchase Orders

For commercial clients:

A PO is treated as formal instruction to proceed
Invoices are payable immediately unless other terms are agreed
Engineers may not be dispatched until payment is received

2.5 Instalments (Up to 12 Months)

We may offer instalment plans:

Up to 12 months
0% interest
Direct Debit only
FCA exempt

Failed Direct Debit: £25 fee.
Unresolved failures may result in the full outstanding balance becoming due.

2.6 Late Payment

Late payments incur:

Interest at 8% above Bank of England base rate
Statutory late fees (£40/£70/£100)
Recovery and legal costs

3. CANCELLATIONS

3.1 Domestic Customers (Cooling-Off)

Domestic customers receive a 14-day cooling-off period under the Consumer Contracts Regulations 2013.

After the cooling-off period, cancellations incur:

Full labour cost for all allocated engineer days

3.2 Commercial Customers

Commercial customers do not have cooling-off rights.

Cancellations after approval (PO, email, text, WhatsApp, phone) may incur:

Full engineer day(s)
Planning and admin
Materials purchased

Minimum charge: one full allocated engineer day per assigned engineer.

3.3 Site Not Ready Upon Arrival

If we attend and cannot proceed due to:

No power
No internet / router issues
Incomplete building work
Unsafe access
Customer not present
Other trades blocking work

This is treated as a chargeable cancellation, and full allocated engineer day(s) will apply.

3.4 Service Plan Cancellations

Refunds incur a £10 admin fee.

4. COSTS

4.1 Validity

Quotes are valid for 14 days.

4.2 Additional Charges

Costs may change due to:

Specification changes
Urgent requests
Restricted access
Building work required
IT/network issues

Customers will not be charged for conditions beyond their reasonable knowledge.

5. GENERAL TERMS

5.1 Service Area

Standard rates apply in England & Wales.

5.2 Timeframes

We aim to complete work promptly but cannot accept liability for delays outside our control.

5.3 Access Requirements

Customer must provide:

Safe access
Adequate power
Clearance around work areas

5.4 Photographs

We may take non-identifying photos for documentation, training and marketing.

5.5 Fault Reporting

Customers must report faults promptly via:

Email: support@primesecurityltd.co.uk
Phone/WhatsApp: 0333 772 0954
Social media messaging

Prime Security is not liable for losses due to unreported faults or monitoring failure.

5.6 Site Readiness (All Works)

Customer must ensure:

Power is available
Internet works (if required)
Router login details are provided
Work areas are safe
All building/electrical work is complete
No obstructing trades

Failure may incur full engineer day charges.

5.7 ICO Registration (Commercial Customers)

Commercial customers using systems that capture personal data (CCTV, access control, recording devices, etc.) must register with the ICO unless exempt.

Prime Security does not:

Register customers
Take responsibility for compliance
Accept liability for fines

5.8 Engineer Right to Refuse Unsafe Work

Engineers may refuse, pause or stop work if conditions are unsafe, including:

Unsafe ladders/lofts/roofs
Exposed wiring
Structural instability
Asbestos or hazardous materials
Aggressive behaviour
Unsafe working heights
Incomplete or unsafe building conditions

Such visits are charged as per the cancellation policy.

6. COOLING-OFF & EARLY START

6.1 Cooling-Off (Domestic)

14-day cooling-off applies unless the customer requests early start.

6.2 Early Start Waiver

If work begins early, the customer must confirm by email, text or WhatsApp.
If cancelled after work begins, the customer must pay for:

Labour completed
Materials used
Allocated engineer day(s)

6.3 Testing & Checks

We perform pre-installation and post-installation checks.

6.4 Training

Basic usage training is provided after installation.

7. WARRANTY, GUARANTEE & REPAIRS

7.1 Warranty Periods

As per quotation:

CCTV: 12–60 months
Alarms: 24 months
Intercom/Door Entry: 12 months
Labour: 12 months

7.2 Warranty Exclusions

Warranty does not cover:

Misuse
Accidental damage
Third-party work
Consumables (HDD, batteries)
ISP/network issues
Power surge, water ingress, lightning
Customer-supplied equipment

7.3 No Fix, No Fee

If we cannot reasonably diagnose or repair the issue, no labour charge applies.

7.4 Repair Rates (Out of Warranty)

£85 per hour
Minimum charge: 60 minutes
Full hours thereafter
Parts additional

Declining repair after diagnosis incurs the minimum charge.

7.5 90-Day Workmanship Guarantee

If the same issue reoccurs within 90 days, we revisit free of charge (exclusions apply).

7.6 Revisit Payments

A refundable upfront payment may be required.

7.7 Site Unpreparedness Impact

Work delayed due to site issues becomes a chargeable visit.

7.8 Remote Assistance Requirement

Before engineer attendance, customers may be required to:

Check troubleshooting guides
Watch support videos
Send photos/screenshots
Follow remote diagnostics

If the issue could have been resolved remotely, a chargeable visit applies.

7.9 Service Response Times

Prime Security will:

Acknowledge faults within 1 working day
Attend urgent faults within 24 hours (where possible)
Attend non-urgent faults within 3–7 working days

These are best-effort timeframes, not guaranteed SLAs.

8. REMOTE VIEWING & IT LIMITATIONS

We are not responsible for issues caused by:

ISP/router changes
Weak WiFi
Password resets
Device or OS updates
Customer resets
Third-party apps

Engineer visits for these issues may be chargeable.

9. LIABILITY

We are not liable for fire, flood, storm, power surge, lightning or malicious damage unless due to our negligence.
We do not guarantee uninterrupted operation.
We are not insurers of your property or contents.
No liability for consequential loss (missed footage, downtime, loss of earnings).
Statutory rights remain unaffected.

10. FORCE MAJEURE

We are not liable for delays caused by events outside our control, including bad weather, strikes, supply chain issues or government action.

11. APPLICABLE LAW

These Terms are governed by the laws of England & Wales.
Any disputes will be handled by the relevant courts.

12. COMPLAINTS

Please submit complaints via:

📧 Email: complaints@primesecurityltd.co.uk
📮 Post: Prime Security Installations Ltd,
1a Warwick Street, Coventry, CV5 6ET

We will acknowledge complaints within 5 working days.