Between you (‘the customer’) and Alpha CCTV Systems Ltd, here known as Alpha CCTV (‘us’).
1.1 The installed system is designed to reduce the risk of loss or damage to your premises or in some cases the well being of those monitored 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, Alpha CCTV are not responsible for any losses you may suffer.
2.1 A minimum deposit of the job cost will be required when the order for supply and installation is placed via phone call or email. The amount payable is displayed via email on the invoice.
2.2 The balance is payable immediately upon completion of the work by our engineer on the day.
2.3 Payment is by debit/credit card, bank transfer or cash. Payment is to be completed before the engineer leaves site. Please note we do not accept cheques.
2.4 Should you refuse to pay the money we will uninstall system and will be charged our standard installation fee of £199 + VAT. Additional costs of debt collection and any legal and court fees will also apply.
2.5 CCTV orders that are cancelled beyond the 14 day cooling off period and 24 hours prior to the agreed installation date will be subject to a £30 processing fee. The remainder of the deposit will then be returned to you in the form it was paid.
3.1 All quotes are valid for a period of 30 days.
3.2 The quoted costs may be revised if:
(a) You change the specification.
(b) 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.
(c) any other circumstances that arise and we were not made aware of in writing when supplying our original quotation arose. This includes:
The above will incur additional charges as agreed by the company representatives if required.
NOTE: Additional charges may be made if our engineers are not provided with access to any areas where cables and equipment needs to be installed thereby incurring extra cabling. In any case, the customer will not be liable for additional costs beyond their reasonable knowledge.
4.1 The company (Alpha CCTV Systems Ltd) 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.
4.2 You agree to allow our engineers to take non identifying photographs/video of your installation for publication on our website and digital media channels including social media.
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 and guarantee that you have full authority to allow the installation and no other consent is needed.
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.
5.2 To ensure consistency of installation, quality and service our engineers may occasionally pre and post installation checks on the equipment and will photograph completed installations.
5.3 We will provide full training on completion of installation.
We provide warranty of 12 months on all CCTV & Alarm products, this includes parts, labour, hardware and free call outs should you have a faulty item within 12 month period.
6.1 We offer the option to extend your warranty after the 12 month period to continue full parts, labour, hardware and free call outs guarantee if there is a fault with your system.
6.2 The customer must notify us immediately via sales@alphacctv.co.uk of a fault occurring with the security system and we will repair such fault as soon as possible after receiving notification.
6.3 We will repair or replace hardware related faults in the installed system free of charge within the first 12 months warranty period from the installation date.
6.4 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:
6.5 A call out fee of at least £100+VAT 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 period.
6.6 If your system is older than 12 months and haven’t extended warranty,– you are required to pay a call out and replacement of faulty part which price will be agreed prior or during call out inspection.
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 set up. The company (Alpha CCTV) 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 (Alpha CCTV) 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 (Alpha CCTV) 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 therein.
8.3 The company (Alpha CCTV) 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 (Alpha CCTV) 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 system.
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 Act.
Alpha CCTV 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, strikes, war 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
COMPLAINTS PROCEDURE
We hope that you will be pleased with any purchase you’ve made from Alpha CCTV – 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 01218035821. If you do not wish to discuss matters over the phone, you may also contact us via the methods below;
Email: sales@alphacctv.co.uk
Letter: Complaints, Alpha CCTV Systems Ltd, Unit 51 Sherwood Road, Bromsgrove, B60 3DR.
When a complaint is received, the full details will be recorded in the Complaint Log. A response will be made to the customer within 7 working days. Where the complaint is of a more complex nature and a response will not be possible within 7 days, the customer will be contacted within 14 working days and advised of this. The customer will be given an indication of how soon a full response will be made.
Thank you for your enquiry, we will get back to you shortly.
