To adhere to laws & licensing within the UK we have set out a Terms and Conditions policy For your
Between you (‘the customer’) and HD Security, here known as HD Security (‘us’).
1.1 The installed system is designed to reduce the risk of loss or damage to your premises
so far as this can be done by the use of this type of equipment. However, we do not guarantee that the system cannot be removed, tampered with or made to stop working by you or any unauthorised
person. Should this happen, HD Security are not responsible for any losses you may suffer directly or indirectly.
2.1 A minimum deposit of £99 (analogue) or £199 (digital) of the package cost will be
required when the order for installation is placed.
2.2 The balance is payable immediately upon completion of the work by our service engineer.
2.3 Payment is by cash, bank transfer or debit/credit card. The following payment cards are accepted: Visa, MasterCard, Maestro,
Delta, Electron or Solo. The card payment is to be completed BEFORE the engineer leaves the property. WE DO NOT ACCEPT CHEQUES.
2.4 We expect you to pay monies due promptly. If payment to us is overdue, we will charge you interest at 2% over the base rate of
National Westminster Bank, from the date of our invoice until the date you pay PLUS a late payment fee of £99.00 Should you refuse to pay the money plus any interest and late payment fee due to us,
we will transfer the payment collection to a debt recovery agent or solicitor. The additional costs of the debt collection and any legal and court fees will also apply.
3.1 All quotes are valid for a period of 30 days.
3.2 The quoted costs may be revised if:
(a) You require the work to be carried out
more urgently than agreed.
(b) You change the specification.
(c) Your premises are in some way unsuitable for the equipment and this was not apparent during the course of the telephone/e-mail conversation or there are circumstances which we should have been
made aware of.
(d) any other special circumstances that arise and we were not made aware of in writing when supplying our original quotation arose. This includes:
Re-visits of the installer/technicians/engineer for reconfiguration of the system.
Remote viewing, where the customer is responsible for the availability of a broadband internet service, a router that provides the ‘PORT-FORWARDING’ function and a public (static) IP address.
The installation work is outside the working hours of 8.00am – 8.00pm Monday – Friday, except statutory holidays. Requests made by the customer to install outside these working hours will incur
Engineers are asked to work outside standard practices of installations. Unless stated on the Works Schedule or we were made aware in writing when supplying our original quotation. Installs should be
carried out in easily accessible areas without the need for additional labour work. This includes:
Removal of floor boards, Carpet lifting/laying
Exceptionally high ceilings
Drilling through walls thicker than 400mm
The above will incur additional charges as agreed by the company representatives if required.
NOTE ~ Additional charges may be made if our engineers/technicians/installers are not provided with access to doors, shutters,
windows, or any other areas where cables and equipment needs to be installed thereby incurring extra cable length. In any case, the customer will not be liable for extra costs beyond their reasonable
4.1 Our ‘CCTV package’ prices quoted on this site are for installations within Newcastle
upon Tyne, Gateshead, Sunderland & surrounding areas. Prices are available on application for locations outside of this area.
4.2 The company (HD Security Limited) will endeavour to deliver and/or complete security systems as soon after receipt of an order
as possible but cannot accept any responsibility or liability whatsoever for any claim arising in connection with any delay in delivery or completion howsoever caused.
4.3 You agree to give us and our workers full access to your premises to survey, measure, install, test and service the equipment.
You also agree to provide an adequate electricity supply for the equipment to operate correctly. If our work is interrupted or delayed because of a problem with access, or the electricity supply is
inadequate, we may make an additional charge. We are not liable if completion is delayed due to circumstances beyond our control. By signing the contract with us, you guarantee that you have full
authority to allow the installation and no other consent is needed.
4.4 You agree to allow our engineers to take non identifying photographs of your installation for publication on our website and
digital media channels including social media.
5.1 If you would like to cancel an installation you’ve arranged online,
over the phone, you are entitled to a 14-day cooling-off period during which you can cancel for any reason and get your money back, unless 5.2 applies. You also get this cooling-off period
if you were approached by the business somewhere off the business’s premises and it costs £42 or more. Your cooling-off period begins the day after you enter into contract with the us –
verbal or otherwise.
5.2 If a
‘permit to work‘ agreement has been signed by the customer, in order to allow us to commence work prior to the expiry of the 14 day cancellation
period, you understand that if you subsequently cancel the contract within the 14 day period, you will be asked to pay for any work that has been carried out prior to the
5.3 To ensure consistency of installation, quality and service our engineers will perform pre and post installation checks on the
equipment and will photograph completed installations.
5.4 We will provide full training on completion of installation & extra training days are available for new staff
6. GUARANTEE /
We provide a warranty period of 12 months on all our products, with the exception of the
Hikvision Digital IP system which carries a warranty of 36 months.
6.1 The customer must notify us immediately of a fault occurring with the security system and we will repair such fault as soon as
possible after receiving notification.
6.2 We guarantee that we will repair faults in the installed system free of charge within the warranty period from the installation
date. This guarantee does not apply to matters stated in condition 6.3.
6.3 The guarantee does not apply if we believe or have reason to suspect that changes have been made to a system/products supplied
by our company or to faults caused by the following:
Incorrect adjustment or positioning by you
or others of any part of the system.
Consumable items of all kinds failing. Consumables are items with a finite life such as lamps and batteries.
Products added to the CCTV system not supplied directly by us.
Work carried out by police, fire or other authorities, or by any telecommunication agency or other party.
6.4 A call out fee of at least £50 will be charged if the fault / malfunction caused to the system has been made by the user and
not a defective part / installation. For example, if an engineer attends to assess a ‘no video’ issue that has been caused by the customer accidentally or otherwise cutting, or disturbing the
installation cables / components, a fee will be chargeable. If upon investigation there is a faulty part this will be repaired or replaced with no fee payable within the warranty
7. REMOTE VIEWING & IT
If we are unable to configure the remote viewing on the day of the scheduled installation
due to IT technical issues, ISP unavailability or lack of details such as Router IP address, user name and password then further charges will apply to remotely configure or revisit to complete the
The company (HD Security) cannot be held liable for client IT issues such as change of router, failed connection, change of
internet service provider, re-set of router, new mobile phone, loss of settings on the router or a new operating system.
8.1 The company (HD Security) shall not be liable, unless due to our own negligence for
the costs of any work, repairs or replacement of equipment which results from fire, electrical power surge, storm, flood, accident, neglect, misuse or malicious damage.
8.2 The company (HD Security) does not warrant or represent that that the operation of the installation will be uninterrupted or
error free. We provide the system to assist in the security of the customers premises but does not thereby warrant the security of the property, the customer or the contents
8.3 The company (HD Security) does not act and shall not be deemed to act as an insurer of the customers property or contents
contained therein and give no warranty that by virtue of the installation of the system, the property or contents contained therein are completely secure or inviolable.
8.4 The company (HD Security) shall have no liability in contract, unless due to our own negligence for any loss suffered and in
particular, we do not accept any liability whatsoever for any consequential loss or damage (including loss of earnings or profits) which may arise from any malfunction or defect of the
8.5 The terms and conditions given in this contract do not affect your rights under the Sale of Goods Act or Unfair Contract Terms
(HD Security) shall not be liable for any
failure of or delay in the performance of this Agreement for the period that such failure or delay is due to causes beyond its reasonable control, including but not limited to acts of God, war,
strikes or labour disputes, embargoes, government orders or any other force majeure event.
This contract is governed by the laws of England and Wales, Scotland or Northern Ireland
as the case may be and each party submits to the jurisdiction of the Courts thereof.
We hope that you will be pleased with any purchase you’ve made from us – but if
there’s something you’re not happy with, we’d like you to tell us about it so that we can try to put matters right.
In the first instance, please call us on 0800 2888 613. If you do not wish to discuss matters over the phone, you may also contact
us via the methods below;
Published 8 December