Terms & Conditions
Welcome to the bigbrotherallsecurity.com website Terms and Conditions for use.
These Terms and Conditions apply to the use of this website and our services. By accessing this website and/or placing an order you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions you may not use or access this website or use our services. Before you place an order, if you have any questions relating to these Terms and Conditions please contact our Sales Team on 020 8617 3440 or by e-mail at firstname.lastname@example.org.
1. These terms and conditions set out the terms on which we will supply you with services for a Security System including installation, maintenance, monitoring, but not limited to. Please read this document carefully to ensure you understand the contents fully.
2. Please pay particular attention to clause 13 as it contains restrictions on our liability if you make a claim.
IT IS AGREED:
3.1. When the following words are used in these Terms & Conditions, this is what they will mean:
a. SURVEY REPORT
means the report which defines the level afforded by the security Services;
b. SECURITY SYSTEM
the security system together with any optional extras as set out in the Survey Report, Quote or Invoice;
c. EVENT OUTSIDE OUT CONTROL
is defined in clause 15;
d. PERSONAL INFORMATION
means the details provided by you on registration;
is the installed Security System as defined in the Security Survey Report, Quotation or Invoice.
f. INSTALLATION DATE
the date on which the Security System is installed in accordance with clause 6;
g. INSTALLATION STANDARD
is the standard according to which the equipment is to be installed and/or maintained, together with any other formal requirements stipulated as a condition of the regulatory body by which the Company is approved.
your order for the Security System and/or Services as set out in your Survey Report, Quote or Invoice;
the person of or organisation being a signatory to this Contract/user of this Website, sometimes referred to as "user", "you" or "your" in these; Terms and Conditions;
means the Security Survey Report, Quotation or Invoice, and/or maintenance and acceptance together with these Terms and Conditions.
the Premises set out in the Survey Report, Quotation or Invoice where the System is installed;
includes Installation, Maintenance, Monitoring and System Servicing;
m. BIG BROTHER ALL SECURITY LTD
the "Company" is the organisation responsible for providing the services which is the subject of this Contract, sometimes referred to as "our", "us" or "we" in these Terms and Conditions;
n. NORMAL WORKING HOURS
means 0800-1800, Monday to Friday, except Public Holidays.
o. ALARM RECEIVING CENTRE
the place to which signals are transmitted from the System and are monitored;
means a person or third party you have chosen to hold the keys to your Premises and to go to your Premises if we tell them that the Alarm Receiving Centre has received a signal from the System.
q. TERMS AND CONDITIONS
the terms and conditions set out in this document.
r. Where the words "writing" or "written" are used in these Terms, this includes e-mail unless otherwise stated.
means the website located at www.bigbrotherallsecurity.com or any subsequent URL which may replace it;
t. COOKIES means small text files which our website places on your computer's hard drive to store information about your shopping session and to identify your computer;
4. YOUR CONTRACT
4.1. These are the terms and conditions on which Big Brother All Security Limited ("we", "us", "our") will supply you with our Services.
4.2. Please ensure that you read these Terms & Conditions carefully, and check that the details on the Survey Report, Quote or Invoice and in these Terms & Conditions are complete and accurate, before you confirm that you are happy to proceed. If you think that there is a mistake or require any changes, please contact us. We are happy to confirm any changes in writing to avoid confusion.
4.3. You can accept these Terms and Conditions either by:
a. Accepting a Quote or Invoice via email or using the online link.
b. Agreeing to an Installation/Service date
c. Following a link provided through the e-mail sent by a Company representative and accepting the Terms and Conditions
d. Making a deposit payment
4.4. These Terms & Conditions will become binding when you have submitted your order to us and we have accepted the Order, at which point a contract will come into existence between you and us. We will give you notice of our acceptance of the Order as soon as we can (in writing or otherwise).
4.5. By signing a Service Order, accepting a quote or invoice, or making a Deposit payment, you guarantee that we have full authority to allow the installation and no other consent is needed.
4.6. Nothing in these Terms and Conditions, stated or implied, shall detract from the Customer's statutory rights, including those relating to the supply of goods and services.
4.7. The images of our Security Systems on our website and in our brochure or Specification Sheets are for illustrative purposes only. Your Security System may vary slightly from those images.
5. CHANGES TO THE ORDER OR TO THESE TERMS AND CONDITIONS
5.1. We may revise these Terms & Conditions from time to time in the following circumstances:
a. changes in how we accept payment from you;
b. changes in relevant laws and regulatory requirements; and
c. a change of our ownership.
5.2. Our Services are provided based on information made available to us immediately before the submission of the Quotation or Invoice. You may make a change to the Order within  days of when we notify you of our acceptance of an Order, providing Services have not been provided. Any alteration to the information may make a variation necessary. Where this means a change in the total cost of the Services, we will give you written notice of the amended cost. In these circumstances you can cancel the Order in accordance with clause 16.
5.3. We shall not be deemed to have notice of any such alteration unless our attention is drawn to it in writing in which case we will be entitled to submit a revised Quotation.
5.4. If you wish to cancel an Order before installation, see your right in clause 16.
5.5. Any additional work or equipment required which is not part of an initial agreement will be charged. All additional costs will be agreed before work commences.
6. INSTALLATION SERVICES
6.1. A Security System will not be installed until we have received payment in accordance with clause 12.3.
6.2. Please note that timescales for Services will vary depending on our availability and your address but we will use our reasonable efforts to provide services within a reasonable time and in any event within  days of our acceptance of the Order.
6.3. We will contact you with an estimated date to supply our Services, however we do not accept any liability for delays in being able to provide Services. We will confirm the date and time of installation at least  hours before our attendance to install. Where Services are affected by an Event Outside Our Control see clause 15 for our responsibilities.
6.4. Before Services are provided, you must ensure that you have complied with all pre-service requirements that we give you notice of (whether written or otherwise), including but not limited to obtaining all permissions and consent needed, providing an appropriate electrical supply, telephone line, internet connection, lifting/replacing flooring/carpets and providing free, unobstructed access to the premises stated in the Survey Report, Quote or Invoice and area of work and provide all reasonable facilities and assistance necessary throughout the Services during our normal working hours.
6.5. We will install & provide services for the Security System at the premises stated in the Survey Report, Quote or Invoice in accordance with relevant European & British Standards.
6.6. We will require you to be present at the start of the installation to ensure that all equipment locations are correct.
6.7. You and all end users will need to be present at the end of the installation to that our engineer can hand over and demonstrate the system to you and collect any outstanding balances. An additional charge will be applicable if we have to re-attend to handover or are required to demonstrate the system again.
6.8. Installation Services will be deemed to be complete on the date at which the system is handed over in a fully working order. Aspects and issues out of our control will incur additional costs. This includes: Lack of Telephone and/or Broadband connections, full duration of installation not possible and training which can’t take place on the day of completion.
6.9. We will use our reasonable efforts to ensure that your installation is completed on continuous ongoing days until completion, however where this is not possible, we will ensure that the next available date is scheduled for completion.
6.10. If a system is part installed with a gap between installation dates, we will aim to leave the system in an operational state or powered down so as not to cause any inconvenience. Unless a specific completion date has been agreed, we can not be held responsible for any extended duration that the installation may take and for any inconvenience caused from systems which have not yet been fully installed.
6.11. In the case of Intruder Alarms: detectors, vibration detectors and some electronic device require a test period of  days to establish that the environment is suitable. The company reserves the right in the event of this test proving unsatisfactory to remove such units and provide a quotation for alternative protection. A test period of  days is required to the connection of remote signalling.
6.12. You understand that the Installation will necessitate drilling into various parts of the premises.
6.13. We will use our reasonable efforts to conceal any wiring and equipment installed however, there may be areas in which due to construction, decoration or furnishing of the premises, in our sole discretion that it would be impractical to conceal the wiring and in such cases, wires will be exposed except where leaving wiring exposed could pose as a safety hazard.
6.14. We limit out liability to the patching of holes made during our installation. We cannot be responsible for providing paint or wall coverings to match those colours or coverings existing within your premises.
6.15. Where a hazardous material, substance or environment is discovered whilst providing Services we reserve the right to suspend our Services immediately until such hazard has been remedied and we may charge you additional costs.
6.16. All Security Systems will be your responsibility from installation/handover provided you have paid the full required price as set out in the Invoice.
6.17. As per British Standards, Big Brother All Security Ltd will retain all Engineer Codes. These will not be provided to the client unless specifically requested. Charges may apply to have the code issued.
6.18. It will be your responsibility to ensure that all areas identified are clear of furniture, packaging, etc during the installation works. Additional costs will apply if a delay in clearing the area(s) results in our engineers having to spend additional time on site outside of what has already been agreed or having to come back at a later stage.
7. ACCESS TIMES
7.1. We will need full access to your premises to carry out surveys, measurements, installation, testing and servicing.
7.2. All amounts are based on the assumption that our Engineers are given uninterrupted access to your premises during the hours of 0800 and 1800 on consecutive working days, including Saturdays, (excluding Sundays and Public holidays) for the purpose of installing the system. In the event that additional attendance is required as a result of delay by the customer or his agents, additional charges may be incurred.
7.3. Where we attend the premises stated to provide Services on a date notified in advance and we are unable to obtain the access necessary to provide Services, we may charge you extra installation costs.
8.1. We guarantee that, on the date of the Equipment and/or Services provided and for a period of  months after, the Security System shall be free from material defects and shall meet the specification as detailed in our Survey Report, Quote or Invoice. However, this guarantee does not apply in the circumstances described in clause 8.2.
8.2. This guarantee does not apply to any defect in the Security System arising from:
a. wilful damage, accident or negligence by you or by any third party, including in the course of any criminal acts by third parties;
b. failure to comply with your obligations under clause 10;
c. any failing of the operation, performance or reliability of any wiring, systems, facilities, services or equipment provided or installed by a third party;
d. any alteration or repair by you or by a third party; and
e. an Event Outside Our Control.
9. REPORTING DEFECTS WITH THE SECURITY SYSTEM
9.1. In the event that there is any defect with the Security System during the first  months from the Installation Date:
a. please contact us and tell us as soon as reasonably possible;
b. please give us a reasonable opportunity to repair or fix any problem; and
c. we will use every effort to repair or fix the defect as soon as reasonably practicable.
9.2. Unless otherwise stated in these Terms & Conditions, you will not have to pay for us to repair or fix a defect with the Security System during the first  months from the Installation Date.
10. OUR OBLIGATIONS
10.1. For Security Systems at your Premises which have not been installed by us and which we have agreed to be responsible for, unless you tell us otherwise, we assume that the System, and the wiring and cabling associated with it, already comply with the relevant standards and are in full working order. Additional charges may apply where upon further investigation, we discover that this is not the case.
11. YOUR OBLIGATIONS
11.1. At all times following the installation of a Security System you must ensure that you:
a. operate the Security System in accordance with system literature and all other instructions given by us at any time;
b. report any defects to us as soon as becoming aware of such defect;
c. maintain all agreements with any third parties necessary and maintain all services necessary for the operations of the Security System including but not limited to electricity supply, internet connection and phone line; and
d. provide us with all necessary information requested for the operations of the Security System.
11.2. You will:
a. provide an adequate electricity supply installed by an approved electrician to the relevant regulations. This may include but is not limited to a dedicated 3 amp fused unswitched spur for the powering of any Intruder Alarm and/or Access Control systems.
b. fit any 240v supplies as requested
c. ensure that any agents operating the equipment, do so in accordance with the instructions contained within any User Manuals provided.
d. neither make nor permit others to make any alterations to the system without first consulting with us.
e. ensure that any users of the system comply with the fault reporting procedures agreed with us.
f. use your best efforts to ensure that your Premises are safe and without risk for our employees and agents to do what we must do under this agreement.
g. tell us the location of any concealed pipes and wires which may affect the System and the Services we are providing and about any known risks and any hazardous materials at the Premises and notify us as soon as possible if any risks arise or become known after you have placed your order.
h. not tamper with, alter, interfere or permit any interference with any part of the installation, either personally or through a third party, without prior written permission from the Company. The Company will not be responsible for any equipment that does not form part of the System or that is manufactured or maintained by a third party.
i. use and operate the System in a reasonable way and in accordance with any instructions (either written or oral) to ensure that the system is able to operate as efficiently as possible.
j. check exact recording periods of CCTV equipment installed as period specified by us is to be used as a guide only. – if applicable
k. regularly check that there are consistent recordings for CCTV Systems installed. – if applicable
l. inform us of any structural alteration that may affect coverage of the system as soon as it becomes apparent.
m. inform us if the premises on which the system is installed is to be sold. – if a Maintenance and/or Monitoring Package is included
12. PRICE AND PAYMENT
12.1. The price for our Services are set out in the Quote and/or Invoice.
12.2. These costs include VAT. However, if the rate of VAT changes we will adjust the price / charges that you pay accordingly.
12.3. Depending on the Service ordered you must make a deposit payment for amounts over £200 within  days of our acceptance of the Order and in any event before Services go ahead. The full balance is required on satisfactory completion of the Services agreed and hand-over of the system unless otherwise stated, until which time, the system remains our property. We accept payment via Bank Transfer or Credit/Debit Card. Cash is only accepted on completion.
12.4. Costs may be revised if:
a. You require the work to be carried out more urgently than agreed
b. You change the details for the Service to be provided.
c. Your Premises are in some way unsuitable for the equipment and this was not apparent during the course of telephonic/e-mail conversation or there are circumstances which we should have been made aware or which could not be reasonably detected by us during a site survey.
d. Any other special circumstances that arise and we were not aware of in writing when supplying our original Quotation arises.
e. You require re-visits of surveyors/installers/technician/engineers for re-configuration of the system unless it’s due to any fault or negligence on our behalf or our contractors.
f. You require Services to be provided outside of our normal working hours.
g. 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.
h. You require our engineers to work outside of standard practices of Security System Services,
12.5. This includes:
a. Underground cabling
c. Building work
d. Removal of floor boards, Carpet lifting / laying
e. Erecting poles
f. Steel trunking /capping
g. Exceptionally high ceilings
h. Drilling through walls thicker than 300mm
12.6. We require you to ensure that any outstanding payments can be made immediately on satisfactory completion of any installation. If payment remains outstanding on satisfactory completion of an installation, the system may be removed/powered down until full payment has been made. Once received, an appointment will be made to return the system to full working order. Additional charges may apply.
12.7. If the full payment due fails to clear by the due date for payment, we may charge interest on the overdue amount at 4% a year above the base rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after a court judgment.
12.8. Without limiting any other remedies or rights that we may have, if the funds are not paid on the due date and that payment is outstanding for ten Working Days from the due date, we may cancel or suspend our performance of the Services, until appropriate payment has been made.
12.9. Where the installation of the System continues for more than one month due to your delay, we reserve the right to submit progress or interim requests for payment of the Initial Charges based on the amount of work completed.
12.10. Where we have been unable to complete the next/final stage of installation within  months from our last physical time on site because of a delay, due to no fault of our own, 50% of the remaining balance will be due. This will continue until work is completed and all outstanding balances have been paid in full.
12.11. Where our Services and charges are prepared to comply with a tender or Specification prepared by you or by a third party, or to comply with a relevant standard, our Specification and charges will have been prepared in good faith, relying on our interpretation of the tender, Specification or standard. If you seek to impose a different interpretation, which affects our Specification, we reserve the right to increase our charges.
12.12. There may be charges for site attendance within  months from the date of Installation for any repairs and/or replacements. Charges will be refunded in full if repairs and/or replacements relate to faulty equipment or bad workmanship.
12.13. There will be additional charges for site attendance after  months from the date of Installation for any repairs and/or replacements unless on a Silver or above Service Contract Contract.
12.14. You will be responsible for any subsequent Third Party Charges applied by either the manufacturer, supplier, Alarm Receiving Centre or authorities.
13. OUR LIABILITY
13.1. Please pay particular attention to this clause 13 as it contains restrictions on our liability if you make a claim.
13.2. Subject to the rest of this clause 13, if we fail to comply with these Terms & Conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of the Terms & Conditions or our negligence, but we are not responsible for any loss or damage that is not foreseeable or any loss or damage you suffer that is a result of your own or a third party’s actions.
13.3. Our maximum total liability for any loss or damage, including all costs and expenses, under or connection with the Order and these Terms & Conditions is limited to £20,000.
13.4. The installation of a Security System does not guarantee that you will not be the victim of crime and will not suffer loss or damage to any property. We therefore do not guarantee that you will not suffer such losses or that the Security System will prevent such loss or damage or that it will not be circumvented, bypassed or disabled. We therefore exclude all such loss suffered which is not as a direct result of our breach of these Terms & Conditions or negligence. It is your responsibility to operate the Security System properly in accordance with the system literature and to ensure the security of your premises and property.
13.5. If work is interrupted or delayed because of a problem with access, or the electricity supply is inadequate, we may make an extra charge.
13.6. We do not accept liability for any loss or damage to property suffered as a result of your failure to comply with your obligations as set out in clause 11.
13.7. We do not accept any liability for the operation, performance or reliability of any wiring, systems, facilities, services or equipment provided or installed by a third party or the impact of such wiring, systems, facilities and services or equipment on the operation, performance or reliability of the Security System.
13.8. We do not accept liability for any delay, loss or damage to property as a result of an Event Outside Our Control.
13.9. We are unable to accept liability for any unexpected/unforeseen issues arising from system failures or faulty products. This includes Hard Drive failure, Power loss and faulty equipment.
13.9. Following any Services provided, we will make good any damage to your property caused by us in the course of providing Services beyond all reasonable damage necessary for the installation or which could reasonably be avoided. We are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover in the course of installation.
13.10. In the event that you are not fully happy with the Services provided by us, we must be given a reasonable amount of time to make right any problems with the installation or services provided.
13.11. If the Services provided cannot be made right, a full refund will be provided for any payments made. All equipment supplied will be returned to us.
13.12. We agree to sell the Security System to you and to install it at the address provided on the front page of the Survey Report, Quotation or Invoice, in accordance with these Terms and Conditions.
13.13. We agree to complete the installation and hand it over in satisfactory working order. We will always seek your agreement should changes to the Survey Report, quote or invoice be required during installation.
13.14. When we commission the installation and you are satisfied with the installation, a 'Completion Certificate' will be issued to be signed.
13.15. Nothing in this clause 13 shall exclude or limit in any way our liability for:
a. death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors;
b. fraud or fraudulent misrepresentation;
c. breach of the terms implied by section 12 of the Sale of Goods Act 1979 and by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession);
d. breach of the terms implied by sections 13, 14 and 15 of the Sale of Goods Act 1979 and sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples); and defective products under the Consumer Protection Act 1987.
13.16. While we will use reasonable endeavours to verify the accuracy of any information we place on the website, we make no warranties, whether expressed or implied in relation to its accuracy. The website is provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the website, or any transaction that may be conducted on or through the website including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.
13.17. We make no warranty that the website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, and reliability of the website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the website.
13.18. To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.
13.19. We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for:
a. any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or
b. any loss of goodwill or reputation; or
c. any special or indirect losses
d. suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Conditions.
13.20. Nothing in the Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.
14. SYSTEM TAKEOVERS
14.1. For Security Systems at your Premises which have not been installed by us and which we have agreed to be responsible for, unless you tell us otherwise, we assume that the System, and the wiring and cabling associated with it, already comply with the relevant standards and are in full working order. Additional charges may apply based on time and material where upon further investigation, we discover that this is not the case and are required to provide work to bring any equipment, wiring and/or cabling up to an acceptable standard.
15. EVENTS OUTSIDE OUR CONTROL
15.1. We will not be liable or responsible for any failure to perform, or delay in the performance of, any of our obligations under these Terms & Conditions that is caused by an Event Outside Our Control.
15.2. An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, lightning, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or power supply.
15.3. If an Event Outside Our Control takes place that affects the performance of our obligations under these Terms & Conditions:
a. we will give you written notice; and
b. our obligations under these Terms & Conditions will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our estimated date to provide Services, we will arrange a new delivery date with you after the Event Outside Our Control is over.
15.4. You may cancel your contract if an Event Outside Our Control takes place and you no longer wish us to provide Services. Please see your cancellation rights under clause 16. We will only cancel your contract if the Event Outside Our Control continues for longer than  days in accordance with our cancellation rights in clause 17.
16. YOUR RIGHTS TO CANCEL
16.1. Before we provide any services, you have the following rights to cancel the Order:
a. you may cancel the Order within  days of when we notify you of our acceptance of the Order by contacting us provided that [Services] have not been supplied. We will confirm your cancellation in writing to you.
b. if you cancel the Order under clause 16.1(a) and you have made any payment in advance for [Services] we will refund these amounts to you.
c. you may cancel the Order for services after the expiry of  days from when we notify you of our acceptance of the Order by contacting us provided that Services have not been supplied.
d. if you cancel the Order under clauses 16.1(a) or 16.1(c) and you have made any payment in advance for [Services] and/or [Products] we will refund or credit these amounts to you minus any costs we have reasonably incurred in starting to fulfil the Order. If no refund/credit is due to you, these costs will be invoiced to you. We will tell you what these costs are when you contact us. However, where you have cancelled the Order because of our failure to comply with these Terms & Conditions (except where we have been affected by an Event Outside Our Control), you do not have to make any such payment to us.
e. Credit Notes are valid for a period of 12 months from the date of issue.
16.2. If you wish to cancel the contract you must do so in writing and deliver personally or send (which may be by electronic mail or post) this to the Company. The notice of cancellation is deemed to be served as soon as it is posted or in the case of an electronic communication from the day it is received.
17. OUR RIGHTS TO CANCEL
17.1. Before we provide any Services, we have the following rights to cancel the Order:
a. we may have to cancel the Order for Services at any time following our acceptance of the Order and before Services have been supplied due to an Event Outside Our Control or the unavailability of stock. We will promptly contact you if this happens.
b. if we cancel the Order under clause 17.1(a) and you have made any payment in advance for Services we will refund these amounts to you.
17.2. We may cancel your contract at any time with immediate effect by giving you written notice if:
a. you do not pay us when you are supposed to as set out in clause 12.3. This does not affect our right to charge you interest under clause 12.8.
17.3. We may cancel our Services if you are in breach of any significant provision (material breach) of this Agreement.
18. REMOTE VIEWING & IT ISSUES
18.1. If we are unable to configure remote viewing/IT Connection on the day of the scheduled installation due to ISP unavailability, dynamic IP address, lack of details such as Router IP address, user name & password, unavailable devices or other issues related to your Internet or router then further charges will apply to revisit to complete the setup.
18.2. We cannot be held liable for issues such as change of router, failed connection, change of Internet service provider, re-set of router, loss of settings on the router (dynamic IP address) or a new operating system.
19. STOCK AND OBSTRUCTIONS
19.1. It is your responsibility to remove or to arrange for the removal of all stock and obstructions that may impede the engineers during installation work.
20. PREPARED FROM DRAWINGS
20.1. If Services are provided based on drawings or instructions, we reserve the right to amend and quote additional costs if site conditions prove to differ from those on which the quote or invoice is based.
21. BUILDERS' ALTERATIONS
21.1. If Services are being provided before any fitters or builder's alterations have taken place, any alterations involving extra work will be additionally charged for.
22. HOISTS, SCAFFOLDING AND BARRIERS
22.1. Our price shall include the use of all hoists, scaffolding, barriers, signage, lighting and the like to enable us to properly and safely carry out the maintenance works.
23. HEALTH AND SAFETY
23.1. We shall ensure the continuance of safety at any site at which work is being carried out by us. This shall include the provision and use of necessary signing and guarding and protection of the public. On the highway guarding and signing shall be in accordance with the Road and Street Works Act 1990. We shall comply with the Health and Safety at Work etc. (1974). In particular, undertake, and ensure that all employees and sub-contractors comply with this clause. Attention is particularly directed to the Electricity at Work Regulations 1989 which shall be strictly observed.
23.2. In order that our attending engineers may be pre-warned, you are required to state any site hazards which may exist together with details of your control measures. Examples include, chemicals, dangerous structure, dangerous machinery, toxic materials, asbestos etc. If site hazards and risk circumstances change, you must advise us immediately.
24. CONTACT DETAILS
24.1. We are a company registered in England and Wales. Our company registration number is 9395527 and our registered office is at Rowlandson House, 289-293 Ballards Lane, Finchley, London, N12 8NP. Our registered VAT number is 179 142449322.
24.2. If you have any questions or if you have any complaints or wish to report a defect with the Services provide, please contact us quoting your customer ID number. You can contact us by telephoning our customer service team at 020 8617 3440 or by e-mailing us at email@example.com.
24.3. If you wish to contact us in writing, or if any clause in these Terms & Conditions requires you to give us written notice, you can send this to us by e-mail, by hand, or by pre-paid post to our customer service team at Rowlandson House, 289-293 Ballards Lane, Finchley, London, N12 8NP. We will confirm receipt of this by contacting you in writing. If we have to contact you or give you written notice, we will do so by e-mail, by hand, or by pre-paid post to the address/email address you provide to us in the Order.
24.4. If you change any of your contact details, please let us know as soon as possible.
25. USE OF YOUR PERSONAL DATA
25.1. We will use the personal data you provide to us to:
a. provide our Services;
b. process your payment for such Services; and
c. inform you about similar products services that we provide, but you may stop receiving these at any time by contacting us.
25.2. You agree that we may pass your personal data to credit reference agencies and that they may keep a record of any search that they do.
26. TRANSFERRING RIGHTS AND OBLIGATIONS
26.1. We may transfer our rights and obligations under these Terms & Conditions to another organisation, and we will always give you written notice if this happens, but this will not affect your rights or our obligations under these Terms & Conditions.
26.2. You may only transfer your rights or your obligations under these Terms & Conditions to another person if we consent in writing. Should you wish to transfer your rights or obligations under these Terms & Conditions (for example if you are moving house) please contact us in accordance with clause 24.
27.1. We shall not unlawfully discriminate within the meaning and scope of the provisions of the Race Relations Act, 1976, the Equal Pay Act, 1970 and the Sex Discrimination Act, 1975 and any statutory modifications and re-enactments thereof.
27.2. You should give consideration to your responsibilities relating to the Disability Discrimination Act. You need to advise us if you have any specific requirement relating to the act.
28. OTHER IMPORTANT TERMS AND CONDITIONS
28.1. Your contract is between you and us. No other person shall have any rights to enforce any of its terms.
28.2. Each of the paragraphs of these Terms & Conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
28.3. If we agree any changes to the terms of these Terms & Conditions, these changes must be in writing and signed by one of our authorised representatives.
28.4. If we fail to insist that you perform any of your obligations under these Terms & Conditions, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
28.5. These Terms & Conditions are governed by the law of England and Wales. You and we both agree to submit to the non-exclusive jurisdiction of the courts of England and Wales. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.
29.1. We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied. To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction. As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.
29.2. In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 020 8617 3440, email us at firstname.lastname@example.org, or write to us at Rowlandson House, 289-293 Ballards Lane, Finchley, London, N12 8NP.
29.3. We aim to respond within 2 working days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to our accreditors NSI. If you wish to do so please contact NSI in the first instance by using the following link: https://www.nsi.org.uk/contact-us/customer-care/.
30. FURTHER ADVICE
30.1. As a consumer, you have legal rights in relation to products that are faulty or services which are not carried out with reasonable skill and care or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
30.2. Please note that installation of the Security System does not remove the need for you to insure your property.
30.3. The Terms and Conditions given in this Contract do not affect your rights under the Sale of Goods Act or Unfair Contract Terms Act.
30.4. These terms and conditions were revised and issued on 17th December 2015 and supersede all previously issued Terms and Conditions of trading.
31. ADDITIONAL GUIDANCE FOR CUSTOMERS
31.1. Big Brother All Security Limited is enrolled as an NSI Silver approved installer. A certificate of status and competence can be issued upon completion of the installation if requested. Additional charges will apply.
32. FORCE MAJEURE
32.1. Any failure by the EITHER PARTY to fulfil any of its obligations under the terms of this Contract due to reasons beyond its control shall not be considered a breach of this Contract.
USE OF THE WEBSITE
1.1. You are provided with access to this Website in accordance with these Conditions and any orders placed by you must be placed strictly in accordance with these Conditions.
2.1. You warrant that:
a. The Personal Information which you are required to provide when you register as a customer is true, accurate, current and complete in all respects; and
c. You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
3.1. You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing the Website using your shopping account and/or your Personal Information.
4. OUR RIGHTS
4.1. We reserve the right to:
a. modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the website; and/or
b. change the Conditions from time to time, and your continued use of the website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the website.
5.1. When you use our website, you'll see that we offer you recommendations, showing products we think you might like and could perhaps miss when you're browsing the site. These are based on your past purchases, top sellers, ratings and recently-viewed products. We determine your interests and suggest new products you may like; additionally we compare your interests and buying habits with the interests and habits of other customers, to show you relevant products. Your recommendations may change when you make a purchase and move around the site. You might like to add products that interest you to your wish list for future reference. We take reasonable care to ensure our recommendations are in line with your behaviour as a customer on bigbrotherallsecurity.com. Details of the products we recommend – such as price – are correct at the time recommendations are originally made to you, but can be subject to change without notice.
6. INTELLECTUAL PROPERTY AND RIGHT TO USE
6.1. You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the website shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors.
6.2 You acknowledge and agree that the material and content contained within the Website is made available for your personal non-commercial use only and that you may (if necessary to make a Purchase) download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the website is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.
7. COMPLIANCE WITH LAWS
7.1. The website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the website and any transactions conducted on or through the Website.
8. TYPOGRAPHICAL ERRORS
8.1. In the event that a bigbrotherallsecurity.com product is mistakenly listed at an incorrect price, bigbrotherallsecurity.com reserves the right to refuse or cancel any orders placed for the product(s) listed at the incorrect price. bigbrotherallsecurity.com reserves the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, bigbrotherallsecurity.com shall issue a credit to your credit card account in the amount of the incorrect price.
9.1. Current promotions are "while supplies last;". bigbrotherallsecurity.com reserves the right to discontinue promotional pricing at any time. Special Pricing for current promotions cannot be applied to previous purchases. No credits or adjustments will be made to orders received prior to, or after, the promotion date(s). Promotion pricing cannot be combined with any other coupon codes or special pricing.
SECURITY EQUIPMENT OF IMPORTANCE DOORS CONTACTS Where these are fitted, doors must be firmly closed. Any draughts etc. causing doors to open when the alarm is set will generate an alarm. Consideration should be given to leaving the internal doors securely closed and not locked to facilitate activation of the system in the event of a break-in.
Door Contacts are normally concealed magnetic types for installation onto normal wooden doors. These can be substituted for either surface mounted or heavy-duty magnetic contacts should they be required.
SHOCK SENSORS Shock sensors are designed to detect forced entry through a certain area caused by physical attack, they do not monitor open windows or unlocked doors.
PERSONAL ATTACK DEVICE This device is live at all times and if pressed will initiate a personal attack signal. The default programming is to activate an audible alarm. It can be connected to an Alarm Receiving Centre who will detect the alert and contact the police if requested. Unless specifically requested in writing, your system will not include Personal Attack Monitoring.
MOVEMENT DETECTORS (PIR Sensors) The specified area of coverage by all movement detectors will be demonstrated at the time of commissioning of the system. You should note that alterations to the physical structure, building services, furniture or any stock movement at the protected location may adversely affect the area of coverage provided. You should check the coverage afforded by all movement detectors by means of regular walk testing between the service visits undertaken by the company. This check will be demonstrated to you by our engineers at the time of commissioning of the alarm. It should be recognised that movement detection may not provide full coverage. In some instances, coverage may extend beyond the stated area. Movement Detectors listed in this specification provide a level of 'trap' protection only and will not provide total blanket coverage in any designated area or situation
GSM The GSM service is dependent on availability and signal strength, as GSM relies on radio signals. Changes in the local environment or within your building can have a detrimental effect on GSM signal strength. We advise you to research the signal strength within your area before purchasing a SIM card. We do not supply SIM Cards to be used with systems. SIM cards can be Pay as You Go or Monthly contracted.
GPRS/INTERNET SIGNALLING/REMOTE ACCESS You are to provide a wireless connection or working network connection point adjacent to the signalling equipment, unless specified otherwise.
TELEPHONE CONNECTION It is the customer's responsibility to authorise and pay for the telephone connection for the system. This normally entails the block terminal to be fitted adjacent to the control equipment and ADSL filter if required.
ROUTER EXTENDER We will use a Wireless Router Extender where Router and DVR are not closely situated. If a Wireless Router Extender can't be used, a charge will apply to have a hard-wire connection completed. This will only be able to be determined on the day of installation and can be due to various reasons. The price for the Wireless Router Extender if charged will be deducted from the final bill.
MAKING GOOD All making good is the customer's responsibility, although none is usually required.
CONCEAL CABLES Every effort will be made by our engineers to conceal cables where possible. This however does not guarantee that our engineer will be able to conceal all cables. Unless specifically stated, our costs do not include any conduits of any type.
COMPLETE AT BELLS ONLY STAGE Please note that we consider the system complete at the "bells" only stage and that all installation charges are due and payable at the time regardless of the supply or non-supply of the British Telecom connection.
FIFTEEN MINUTE CUT OUT DEVICE Alarm systems will automatically be fitted with a fifteen minute cut out device. Where an alarm system is fitted at the request of your insurer, you should consult them before reaching a final decision regarding this device as they may require continuous operation or the strobe light to cease or continue flashing after cessation of the external sounder.
KEYHOLDERS, PASSWORD AND POLICE FORMS On acceptance, please advise us of a minimum of two keyholders and their relevant telephone numbers, who live within twenty minutes travelling distance from the premises should they be required to attend in the event of an alarm activation. The Alarm Receiving Centre also requires a password consisting of no more than ten characters. The Police forms and Alarm Monitoring Application must be completed and returned to us, as these are required by the relevant police force to enable your Unique Reference Number to be obtained. We will complete any other forms for on your behalf and forward these and the fee to the Police to obtain your URN.
If you have opted to have your alarm system monitored for Police Response, due to external delays outside of our control, your system will be installed as 'bells only' pending the Police URN. Until the Police URN has been issued for your system, it must not be assumed that calls from your system are being passed to the police and that they are responding.
ADVISING LOCAL AUTHORITY For an intruder alarm system incorporating an external audible device, you may be required to notify your local authority. It is your local authority who decide whether a keyholder registration is required. Notification to the Environmental Health Authority should be made within 48 hours of the alarm being operational. (Code of Practice on noise from audible intruder alarms 1981). You also have a legal responsibility (under the London Local Authorities Act 1991) to register audible alarms with the police.
For any queries regarding our service, please contact us via email, phone or post. Our company details are: Big Brother All Security Ltd, Rowlandson House, 289-293 Ballards Lane, Finchley, London, N12 8NP | 020 8617 3440 | email@example.com
We do update this Policy from time to time so please do return and review this Policy regularly.
INFORMATION WE COLLECT
The Personal Information that we may collect:
This information may include:
Registration information: When you register for an account, you will be asked to provide certain basic information, such as your full name, email address, company name, address, phone number and password.
Billing and communications information: If you purchase our Services, you may also need to provide us with payment and billing information, such as your credit card details and billing address. Big Brother All Security Ltd will also maintain a record of your billing transactions and purchases, and any communications and responses.
This information may include:
Device information: We collect information about the device and applications you use to access our website, such as your IP address, your operating system, your browser ID, the country and telephone area code where your computer is located, the pages of our website that were viewed during your visit, the advertisements you clicked on, and any search terms that you entered on our website and other information about your system and connection.
Product usage data: We collect usage data about you whenever you interact with our website, which may include the dates and times you access the website and your browsing activities (such as what sections of the website are used). We also collect information regarding the performance of the website. This information allows us to improve the content and operation of the website, and facilitate research and analysis of the website.
We may collect this information even if you do not register with us.
USE OF YOUR INFORMATION
We confirm that any Personal Information which you provide to us (or which is available on public registers) and any User Information from which we can identify you, is held in accordance with the registration we have with the Data Commissioner’s Office. We use your information only for the following purposes:
Processing your orders: This includes sending you emails, invoices and receipts. We use third parties for secure credit card transaction processing, and those third parties collect billing information to process your orders and credit card payments.
For statistical or survey purposes to improve this Website and its services to you
To serve website content and advertisements to you
To administer this website
To communicate with you about your account and provide customer support
To provide suggestions to you: This includes using data to suggest other services and products that you may be interested in or that may be relevant to you.
Other purposes: This includes carrying out legitimate business purposes, as well as other lawful purposes about which we will notify you.
We may on occasion gather information regarding your computer whilst you are on our website. This enables us to improve our services and to provide statistical information regarding the use of our website to our advertisers where appropriate.
Such information will not identify you personally it is statistical data about our visitors and their use of our site. This statistical data does not identify any personal details whatsoever.
Similarly to the above, we may gather information about your general internet use by using a cookie file. Where used, these cookies are downloaded to your computer automatically. This cookie file is stored on the hard drive of your computer as cookies contain information that is transferred to your computer’s hard drive. They help us to improve our website and the service that we provide to you.
STORING YOUR PERSONAL DATA
We will treat all your Personal Information as confidential. We retain Personal Information where we have an ongoing legitimate business or legal need to do so. Our retention periods will vary depending on the type of data involved, but, generally, we'll refer to these criteria in order to determine retention period: Whether we have a legal or contractual need to retain the data. Whether the data is necessary to provide our Services. Whether our Users would reasonably expect that we would retain the data until they request for it to be removed.
When we have no ongoing legitimate business need to process your Personal Information, we will either delete or anonymize it or, if this is not possible (for example, because your Personal Information has been stored in backup archives), then we will securely store your Personal Information and isolate it from any further processing until deletion is possible.
THIRD PARTY LINKS
To provide increased value to our Users, we may provide links to other websites or resources for you to access at your sole discretion. As you have chosen to enter the linked website Big Brother All Security Ltd are not responsible for the availability of such external sites or resources, and do not review or endorse and are not responsible or liable, directly or indirectly, for
(i) the privacy practices of such websites,
(ii) the content of such websites, including (without limitation) any advertising, content, products, goods or other materials or services on or available from such websites or resources or
DATA PROTECTION RIGHTS
To access, correct, update or request deletion of Personal Information Big Brother All Security Ltd takes reasonable steps to ensure that the data we collect is reliable for its intended use, accurate, complete and up to date. As a User, you may contact us directly by emailing us at firstname.lastname@example.org.
In addition, individuals who are residents of the EEA can object to processing of their Personal Information, ask to restrict processing of their Personal Information or request portability of their Personal Information. You can exercise these rights by contacting us using the contact details provided below.
Similarly, if Personal Information is collected or processed on the basis of consent, the data subject can withdraw their consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your Personal Information conducted in reliance on lawful processing grounds other than consent.
The right to complain to a data protection authority about the collection and use of Personal Information. For more information, please contact your local data protection authority. Contact details for data protection authorities in the EEA are available here.
We respond to all requests we receive from individuals wishing to exercise their data protection rights in accordance with applicable data protection law. We may ask you to verify your identity in order to help us respond efficiently to your request.
We implement and maintain reasonable and appropriate technical and organisational security measures to protect the personal data we process, from unauthorised access, alteration, disclosure, loss or destruction. Should despite all of our security measures, a security breach occur that is likely to result in a risk to the data privacy of a data subject, we will inform the relevant data subjects and other affected parties, as well as relevant authorities when required by applicable European data protection law, about the security breach as soon as reasonably possible.
YOUR CHOICES AND OPT-OUTS
Users can opt out of receiving marketing emails from us at any time by clicking the "unsubscribe" link at the bottom of our marketing messages. Also, all opt-out requests can be made by emailing us using the contact details provided below. Please note that some communications (such as service messages, account notifications, billing information) are considered transactional and necessary for account management, and Users cannot opt out of these messages unless you cancel the services received from Big Brother All Security Ltd.
CHANGES TO THIS POLICY
If you have any questions or comments, or if you have a concern about the way in which we have handled any privacy matter, please use our contact form to send us a message. You may also contact us by postal mail or email at:
Big Brother All Security Ltd
Rowlandson House, 289-293 Ballards Lane
It is the policy of Big Brother All Security Ltd to maintain a quality system designed to meet the requirements of ISO 9001:2015 (or any other standard in line with Annex SL Structure) in pursuit of its primary objectives, the purpose and the context of the organisation.
It is the policy of Big Brother All Security Ltd to: - give satisfaction to all our customers and stakeholders and interested parties whenever possible, meeting and exceeding their expectations;
comply with all legal requirements, codes of practice and all other requirements applicable to our activities;
the reduction of hazards, prevention of injury and ill health;
provide all the resources of equipment, trained and competent staff and any other requirements to enable these objectives to be met;
ensure that all employees are made aware of their individual obligations in respect of this quality policy;
maintain a management system that will achieve these objectives and seek continual improvement in the effectiveness and performance of our management system based on “risk”.
This quality policy provides a framework for setting, monitoring, reviewing and achieving our objectives, programmes and targets.
Customer service is an essential part of the quality process and to ensure this is fulfilled, all employees receive training and an induction to ensure awareness and understanding of quality and its impact on customer service.
To ensure the company maintains its awareness for continuous improvement, the quality system is regularly reviewed by the Directors to ensure it remains appropriate and suitable to our business. The Quality System is subject to both internal and external annual audits.
Date Reviewed: 31st May 2019
Reviewed by: Lia Biddulph
© Big Brother All Security Ltd