Terms and Conditions
SatFocus Ltd, trading as SatFocus Security Solutions, registered in England and Wales (Company No. 09712524), VAT No. GB 321 211 372, registered office: 41 Balmoral Road, Harrow, HA2 8TF. ICO Registration: ZB199222.
Telephone: 020 8422 7918 · Email: info@satfocussecurity.co.uk
These Terms and Conditions (“Terms”) apply to all goods supplied and installation, service, repair and maintenance work carried out by SatFocus Ltd (“we”, “us”, “the Company”) for any customer (“you”, “the Customer”). They form the basis of the contract between us. Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Definitions
- Quotation / Estimate — the written document (including email or PDF estimate) issued by us describing the equipment, quantities, positions, works and price.
- Goods — equipment supplied by us, including but not limited to CCTV cameras, recorders (NVR/DVR), alarm panels, detectors, intercoms, access control, satellite dishes, TV aerials, TV wall brackets, home cinema and audio-visual equipment (TVs, projectors, screens, speakers, amplifiers), routers, switches, Wi-Fi access points, cabling and network equipment.
- Works — the installation, configuration, commissioning and handover services described in the Quotation.
- Consumer — an individual acting wholly or mainly outside their trade, business, craft or profession.
- Business Customer — any customer who is not a Consumer.
2. Quotations and Estimates
2.1 Free site visits are provided for quotations on new CCTV, intruder alarm, intercom, access control, TV aerial, satellite, TV wall mounting, home cinema / audio-visual and network installations only.
2.2 Visits to inspect, diagnose or service an existing system (whether installed by us or a third party) are chargeable at our standard diagnostic/call-out rate, which will be confirmed before booking. Diagnostic charges exclude any parts required.
2.3 Telephone advice is given in good faith based on the information you provide and may change following a site inspection.
2.4 Quotations are valid for 30 days from the date of issue unless stated otherwise. Prices may be revised after this period.
2.5 A Quotation covers only the equipment, quantities, camera/detector positions and works expressly listed. Anything not listed is excluded.
3. Acceptance of Quotation — Deposit as Acceptance
3.1 A binding contract is formed when you do any one of the following:
- sign or confirm acceptance of the Quotation in writing (including by email, SMS or WhatsApp);
- pay the deposit stated on the Quotation; or
- instruct us to proceed with the Works.
3.2 By paying the deposit or instructing us to proceed, you confirm that you have read the Quotation and accept the equipment specification, brands, models, quantities, camera/detector positions and price as quoted, together with these Terms. If you require any change to the specification, you must tell us in writing before paying the deposit or before installation begins.
3.3 Changes requested after acceptance (for example different camera models, additional cameras or detectors, relocated positions, extra cabling routes) are variations under Clause 9 and may incur additional charges.
3.4 The standard payment structure is 50% deposit on acceptance and the balance on completion, unless the Quotation states otherwise.
4. Your Right to Cancel (Consumers — Off-Premises and Distance Contracts)
4.1 If you are a Consumer and the contract was concluded away from our business premises (for example at your home) or at a distance (by phone, email or online), you have the right to cancel the contract within 14 days without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
4.2 The cancellation period expires 14 days after the day the contract is made (or, for goods only, 14 days after the day you receive the goods).
4.3 To exercise your right to cancel, inform us of your decision by a clear statement (letter or email to the details above). You may use the model cancellation form at the end of these Terms but are not obliged to.
4.4 If you cancel within the period, we will refund all payments received from you within 14 days, less any deductions permitted below.
4.5 Early installation at your request. If you want us to begin installation within the 14-day cancellation period, you must make an express request for us to do so (our booking confirmation records this). If you then cancel before the Works are complete, you must pay for the work performed and materials supplied up to the point of cancellation, in proportion to the total price. If the Works have been fully performed at your express request, you lose the right to cancel.
4.6 Goods that have been installed, cut to length, configured or otherwise incorporated into your property (cabling, fixed cameras, panels, detectors) cannot be returned as unused and any refund may be reduced accordingly.
4.7 This right to cancel is a change-of-mind right within the 14-day window only. It is separate from your rights in respect of faulty goods or defective work (Clause 10).
5. Price and Payment
5.1 All prices are as stated on the Quotation. Prices for Consumers are shown inclusive of VAT; prices for Business Customers may be shown exclusive of VAT.
5.2 The balance is due in full on completion of the Works, on the day of installation, unless credit terms have been agreed in writing. Invoices issued on account are due within 7 days of the invoice date unless otherwise agreed.
5.3 If payment is not received when due, we may charge:
- for Business Customers — statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998 (8% above the Bank of England base rate, plus fixed recovery costs);
- for Consumers — interest at 4% above the Bank of England base rate from the due date until payment, plus our reasonable costs of recovering the debt.
5.4 We may suspend warranty support, remote support and monitoring services while any invoice remains unpaid.
6. Title and Risk
6.1 All Goods remain the property of SatFocus Ltd until payment has been received in full (“retention of title”). Risk in the Goods passes to you on delivery/installation.
6.2 Until payment in full, you must not sell, dispose of or modify the Goods. If payment is not made, we may recover the outstanding sums (plus interest and costs) through the courts and, where Goods can be removed without entry to occupied premises or damage, request their return.
7. Installation
7.1 Appointment dates and times are estimates given in good faith. We aim to attend within the agreed window but cannot accept liability for loss of earnings or other losses arising from a rescheduled appointment where rescheduling is due to circumstances beyond our reasonable control. We will notify you at the earliest opportunity.
7.2 You must provide safe access, a working mains power supply, and (for app-connected systems) a working broadband/Wi-Fi connection with the router password available on the day. Delays caused by lack of access, power or internet may be chargeable or require a further visit at our standard rates.
7.3 Final camera views, detector coverage and equipment positions are agreed with you (or your representative aged 18+) on the day of installation before fixing. Once agreed and installed, repositioning is a chargeable variation.
7.4 We reserve the right to decline or suspend any work we reasonably consider unsafe.
7.5 Before drilling into walls, floors or ceilings we take reasonable care and use detection equipment where appropriate to locate concealed pipes, cables and services. You must tell us before work begins of any concealed services you are aware of. Except where caused by our negligence, we are not liable for damage to concealed pipes, cables or services whose presence was not reasonably detectable and was not disclosed to us.
8. Handover, App Setup and Training
8.1 Included on the day of installation (user-level handover):
- setup of the manufacturer’s app (e.g. Hik-Connect, EZVIZ, Ajax, Texecom Connect, Pyronix HomeControl+, UNV EZView) on the Customer’s own device(s) present at handover;
- configuration of push notifications at standard/default settings;
- a demonstration of everyday user-level operation — live view, playback, arming/disarming, entering user codes; and
- for TV, satellite, home cinema and network installations — a demonstration of basic operation (channel tuning, source selection, remote control basics, and connection of the customer’s devices present at handover to the installed Wi-Fi/network); and
- confirmation that the system is operational, which you (or your representative) acknowledge by signing the completion note or paying the final balance.
8.2 Not included in the installation price:
- repeat or extended training on apps, NVR/DVR menus, alarm panel programming or system settings beyond the user-level handover in 8.1;
- training visits on a later date, including for household members, staff or keyholders who were not present at handover;
- reinstallation or reconfiguration of apps on new, replacement or additional devices after the day of installation;
- changes caused by your broadband provider, router replacement, Wi-Fi password change, phone upgrade or app account issues (forgotten passwords, changed email addresses);
- customer-requested changes to notification schedules, detection zones, recording schedules or user codes after handover;
- setup, login or troubleshooting of third-party TV, streaming or subscription services (e.g. Sky, Freesat, Netflix, ISP accounts) beyond the initial demonstration, and retuning following channel or frequency changes by broadcasters.
8.3 Any of the items in 8.2 can be provided as a chargeable engineer visit or remote support session, charged at our standard engineer rates based on the time spent, confirmed before booking. Where the issue is found to be a defect in our workmanship or a warranted equipment fault within the warranty period, no charge applies (Clause 10).
8.4 User manuals and quick-start guides are available from the manufacturer, and we can provide links or copies on request at no charge.
9. Variations and Additional Work
9.1 Any work or equipment not listed on the Quotation, or any change you request after acceptance, is a variation. We will confirm the additional cost (or hourly rate) before carrying out the variation, and payment for variations is due on completion with the balance.
10. Warranty and Your Statutory Rights
10.1 Nothing in these Terms excludes or limits your rights under the Consumer Rights Act 2015, under which goods must be of satisfactory quality, fit for purpose and as described, and services must be performed with reasonable care and skill. Where goods are faulty, you may be entitled to a repair, replacement, price reduction or (within the short-term right to reject) a refund, as provided by law.
10.2 In addition to your statutory rights, we guarantee:
- our installation workmanship for 12 months from the date of the invoice; and
- equipment supplied by us in accordance with the manufacturer’s warranty (typically 12, 24 or 36+ months depending on brand and product — stated on your Quotation or available on request).
10.3 Where equipment develops a warranted fault, we will repair it or replace it with the same or an equivalent product. Where the law entitles you to a refund (for example rejection of faulty goods within 30 days of supply), we will provide it.
10.4 Equipment repaired or replaced under warranty remains under warranty from the date of the original invoice.
10.5 We do not warrant equipment supplied by you and installed by us; our workmanship guarantee still applies to the installation itself. Call-outs found to be caused by customer-supplied equipment are chargeable, agreed in advance.
10.6 A change of preference is not a fault. Camera views, detector positions and system configuration agreed at installation (Clause 7.3) and confirmed at handover are deemed accepted. Requests to change them afterwards are chargeable variations, not warranty claims, unless the installation does not match the agreed Quotation or was not carried out with reasonable care and skill.
10.7 Satellite and aerial reception. We cannot guarantee reception quality in your area, which depends on factors outside our control (transmitter coverage, local obstructions, weather, atmospheric conditions). We will ensure the reception achieved is as good as local conditions allow at the time of installation. Where signal levels are below those recommended by the applicable Codes of Practice but you choose to accept the installation, we cannot warrant the ongoing quality of those signals.
10.8 Wi-Fi and network performance. Wi-Fi coverage and speeds depend on property construction, interference and your broadband service. Any coverage indication is an estimate given in good faith; we will position equipment to achieve the best practical coverage. Your internet service provider’s performance and third-party services are outside our control and responsibility.
11. What the Warranty Does Not Cover
The workmanship guarantee and our free-of-charge warranty service do not cover:
- faults caused by mains power failure, power surges, lightning, storm or wind damage, fire, flood, theft, vandalism, pest damage or accidental damage;
- changes to broadband service, routers, Wi-Fi passwords, ISP settings, phone/tablet upgrades, app store or manufacturer cloud-account changes;
- reception or signal quality affected by factors outside our control (new buildings, trees, transmitter maintenance, interference from other radio equipment);
- any repair, alteration, reprogramming or interference by any person not authorised by us;
- consumables and batteries beyond the manufacturer’s stated battery warranty;
- retuning or reconfiguration due to third-party changes (channel frequency changes, firmware/cloud service changes by manufacturers);
- work carried out at your instruction against our written recommendation;
- cosmetic wear that does not affect function.
Call-outs where no fault is found, or where the cause falls in this list, are chargeable at our standard rates, agreed before attendance where reasonably possible.
12. Your Responsibilities
12.1 You are responsible for obtaining any permission required from a landlord, freeholder, managing agent or planning authority before installation. By instructing us to proceed, you confirm such permission has been obtained. We are not liable for making good (fixings, holes, cable runs) or for removal/repositioning costs where permission was not obtained.
12.2 Where reasonably possible we minimise fixings and drilling. Any claim of property damage caused by us must be notified in writing within 7 days of the invoice date; genuine installation faults and damage caused by our negligence will be rectified.
12.3 You must keep your invoice and produce it for any warranty claim.
13. CCTV, Data Protection and Legal Use
13.1 Once installed, you are responsible for the lawful operation of your CCTV system, including compliance with the UK GDPR and Data Protection Act 2018 where applicable, appropriate signage, and (for cameras capturing areas beyond your own domestic boundary, or for any business use) registration with the Information Commissioner’s Office where required.
13.2 We configure systems in line with the agreed specification; we are not responsible for how recordings are used, stored or disclosed after handover.
14. Liability
14.1 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot lawfully be excluded.
14.2 We are not liable for losses caused by events beyond our reasonable control, including fire, flood, storm, power or telecommunications failure, acts of third parties (criminal or otherwise) or other force majeure events.
14.3 A CCTV or alarm system is a deterrent and detection aid. We do not guarantee that a system will prevent burglary, theft, damage or loss, and we are not liable for losses arising from criminal acts of third parties, from your broadband or power supply failing, or from monitoring/notification services provided by third parties.
14.4 Our total liability to a Consumer for foreseeable loss arising from our breach of contract or negligence is not limited by these Terms. Our total liability to a Business Customer is limited to the price paid for the Goods and Works, and we are not liable to Business Customers for loss of profit, business interruption or indirect or consequential loss.
15. Business Customers
15.1 Where you are a Business Customer, the Consumer Rights Act 2015 and the cancellation rights in Clause 4 do not apply. The Sale of Goods Act 1979 and Supply of Goods and Services Act 1982 apply as varied by these Terms, and Clauses 5.3(a) and 14.4 apply.
16. Complaints and Alternative Dispute Resolution
16.1 We aim to get every job right. If you are not satisfied, please inspect the work as soon as possible after completion and contact us by phone, email or post (obtain proof of posting).
16.2 We aim to respond to complaints within 5 working days and, where a site visit or remedial work is needed, to arrange it within 28 days.
16.3 If we cannot resolve your complaint through our complaints procedure and both parties agree deadlock has been reached, you may refer the complaint to the Which? Trusted Traders Alternative Dispute Resolution (ADR) service for domestic installation, service, repair and maintenance contracts. Contact Which? Trusted Traders on 02922 670 040 to check eligibility.
17. General
17.1 These Terms, together with the Quotation, form the entire agreement between us. Any variation must be agreed in writing.
17.2 If any clause is found to be unenforceable, the remainder of these Terms continue in force.
17.3 These Terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. Consumers resident in Scotland or Northern Ireland may also rely on the mandatory consumer protections and courts of their home nation.
17.4 All website content, graphics and logos remain the property of SatFocus Ltd and may not be copied, reproduced or distributed without our prior written permission.
Model Cancellation Form (Consumers)
(Complete and return only if you wish to cancel the contract within 14 days)
To: SatFocus Ltd, 41 Balmoral Road, Harrow, HA2 8TF — info@satfocussecurity.co.uk
I/We hereby give notice that I/We cancel my/our contract for the supply of the following goods/services: ______________________
Ordered on / received on: ______________________
Name of consumer(s): ______________________
Address of consumer(s): ______________________
Signature (only if this form is notified on paper): ______________________
Date: ______________________