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Terms & Conditions of Service

Home Security Systems: Terms & Conditions of Service

We fully appreciate from the outset that these Terms and Conditions are long and detailed. However, they are there for your protection as much as ours. We want to make our services and costs as transparent as possible not only to avoid any misunderstandings but also to ensure that you have a clear understanding of the agreement between us and a reference document for the future.


1. Application and agreement

  1. These terms and conditions apply to the provision of the services detailed in our quotation (services) by OC Locks & Services Limited T/as OC Services, a company registered in England and Wales under number 12268605 whose registered office is Units 3&4 Bakersgate, 299A connaught Road, Brookwood, Woking, Surrey, GU24 0AD (we or us) to the person buying the services (you or customer)
  2. You are deemed to have accepted these Terms and Conditions when you accept the quotation from the date of any performance of the services (whichever happens earlier) and these Terms and Conditions and our quotation (the Contract) are the entire agreement between
  3. You acknowledge that you have not relied on any statement, promise or representation made or given by or on our These conditions apply to the contract to the exclusion of any other terms that you try to impose or incorporate, or which are implied by trade, custom practice or course of dealing.
  4. Acceptance of any maintenance or service contract offered by the company to the customer for the maintenance or the routine servicing of a security system is subject to these Terms and Conditions, along with any other requirements defined within the Verbally issuing an instruction to the Company to carry out work is a ‘Contract’ and signifies the acceptance of these Terms and Conditions along with any other requirements defined in the Design Proposals (DP) or Quotation etc. For the purposes of clarity where the requirements of the System Design Proposal conflict with any part of these T&Cs, the DP will take precedence. All other items and conditions not contained in or implied by the Contract are excluded.


2. Interpretation

  1. A ‘business day’ means between the hours of 8:30-17:30 on any day other than a Saturday, Sunday or bank holiday in England and Wales.
  2. The headings in these Terms and Conditions are for convenience only and do not affect their interpretation
  3. Words imparting the singular number shall include the plural and vice-versa


3. Services

  1. We warrant that we will use reasonable care and skill in our performance of the services which will comply with the quotation including any specification in all material We can make any changes to the services which are necessary to comply with any applicable law or safety requirement and will notify you if this is necessary.
  2. We will use our reasonable endeavors to complete the performance of the services within the time agreed or as set out in the quotation: however, time shall not be of the essence in the performance of our obligations.
  3. All of these Terms and Conditions apply to the supply of any goods as well as services unless we specify otherwise
  4. All Maintenance contracts are for 12 months from the commencement date unless stated otherwise.
  5. Maintenance contracts are on a one-year fixed term basis running from the date of installation. The Company will offer ongoing contracts and will send details and a quotation for the following year’s charges, at least four weeks before expiry of the annual term. The Company shall have the right to increase such
  6. Charges at each renewal from year to year, with charges reviewed on 1st January each year.
  7. Texecom Connect & HIKConnect are services currently provided ‘Free of Charge’ by Texecom Ltd (The alarm equipment manufacturers) and HikVision (CCTV equipment manufacturers) to allow remote operation of your system. Their operation is wholly outside our control. Please be advised that no guarantees are given on home security system performance in relation to any ‘downtime’ etc. on their servers, nor can we be responsible for any notification failures of this system. Any failures of the ‘Texecom Connect’ and HIKConnect system, resulting in a requirement for an engineer to attend your premises to resolve, will normally be chargeable.


    4. Fees and Deposit

    1. The fees (Fees) for the services are set out in the quotation and are on a time and materials basis
    2. In addition to the Fees we can recover from you the cost of services provided by third parties and required by us for the performance of the services and the cost of any materials required for the provision of the services
    3. You must pay us for any additional services provided by us that are not specified in the quotation in accordance with out then current applicable hourly rate in effect at the time of performance or such other rate as may be agreed between us. The provisions of clause 15 apply to these additional services.
    4. The Fees are exclusive of any applicable VAT and other taxes or levies which are imposed or charged by the competent
    5. You must pay a deposit (Deposit) as detailed in the quotation at the time of accepting the quotation
    6. If you do not pay the deposit to us according to the clause above, we can either withhold provision of the Services until the Deposit is received or can terminate under the clause below (Termination).
    7. The Deposit is non-refundable unless we fail to provide the Services and are at fault for such failure (where the failure is not our fault, no refund will be made).
    8. We shall invoice you for payment of the Fees either a) when we have completed the services; or b) on the invoice dates set out in the quotation.
    9. You must pay the Fees due with the time specified on our invoice or otherwise in accordance with any credit terms agreed between us.
    10. Time for payment shall be of the essence of the Contract
    11. Without limiting any other right or remedy we have for statutory interest, if you do not pay within the period set out above, we will charge you interest at the rate of 4% per annum above the base lending rate of the Bank of England from time to time on the amount outstanding until payment is received in full.
    12. All payments due under these Terms and Conditions must be made in full without any deduction or withholding except as required by law and neither of us can assert any credit, set-off or counterclaim against the other in order to justify withholding payment of any such amount in whole or in part.
    13. If you do not pay within the period set out above, we can suspend any further provision of the services and cancel any future services which have been ordered by, or otherwise arranged with you.
    14. Receipts for payment will be issued by us only at your request.
    15. All payments must be made in British Pounds unless otherwise agreed in writing between us.


    5. Your obligations

    1. You must obtain any permissions, consents, licenses or otherwise (such as landlord’s consent) that we need and must give us with access to any and all relevant information, materials, properties and other matters which we need to provide the services; by signing this contract you guarantee that you have full authority to
    2. Allow us to maintain the installation and no other consents are required.
    3. If you do not comply with clause 4.1-4.15 we reserve the right to terminate the services
    4. You must give the Company free unhindered access to the premises on the date and time agreed to maintain the System, and arrange for easy access to all working areas and surfaces for the Company engineers to carry out the necessary work to maintain the System.
    5. You also agree to provide an adequate electricity supply for the Equipment to operate correctly.
    6. You must not interfere with, or allow anyone else to interfere with, adjust, service or attempt to repair or reset the Equipment at any time, as this may invalidate any warranty etc.
    7. You must advise the Company of the existence of concealed water, gas, electricity, telephone or other services and point out to the engineer their location before any installation work commences.
    8. The Company will use reasonable skill and care in identifying any concealed services not so advised The Company will only be liable for damage to these services or for resulting damage to the extent that it does not take such reasonable care; where damage could be caused which may not be immediately apparent to our operatives, the Company cannot be held liable where it has not been notified of such a possibility at the time of our visit.
    9. We reserve the right to alter your Design Proposal if your premises are in some way unsuitable for the maintenance to be completed in the form described in the Design Proposal/Quotation, for reasons or circumstances that was not apparent at the time of the original survey or there are circumstances we were not aware of at the time of providing our quotation
    10. You agree to permit the Company’s staff and representatives of its regulatory body (only whilst accompanied by the Company’s staff) access to the installation for the purposes of maintenance or


      6. Company Obligations

      1. In return for payment of the maintenance charge, the Company will maintain the Installation in accordance with the appropriate installation standards and respond to your emergency calls for assistance.
      2. Scheduled maintenance visits will be either annual or bi-annual as agreed and detailed on our contract.
      3. The Company will carry out routine maintenance inspection during the hours of 08:30 to 17:30 Monday to Friday (excluding Bank Holidays) on a date previously agreed with the Customer and in accordance with the relevant Standard where applicable
      4. The Company will inspect and report on the condition of the system covered under our scope of work and hand it over in good working order conforming to any applicable standards declared in our pre agreed scope of work. We will always seek your agreement should changes or alterations, including replacing any parts to the system be required during our service or maintenance visit, or otherwise within 14 working days of
      5. We agree that, if we replace any fault part or equipment within the installation, and that part becomes faulty in the first twelve months, it will be repaired or replaced at our expense, including any applicable callouts, provided you let us know as soon as the fault occurs.
      6. The System will be maintained/serviced in accordance with the recommendations contained in the current ‘European Standards for Intruder Alarms in buildings’ current from time to time on the date on which the installation was completed and/or the maintenance visit takes place. Any change made in the Standard for intruder alarms will not be deemed to be retrospective to existing installations.
      7. At the request of the Customer, carry out such further works to the System as are necessary to keep the same in operation or to modify, upgrade or replace the System at a price agreed by the Customer and the
      8. All callouts outside our Business Hours would normally be chargeable, unless opting for the Alarm Maintenance If we attend your premises at your request, in the event of a breakdown etc., such calls will normally be chargeable. (Subject to contract type). Where ‘free’ callouts are included in your maintenance contract - If we attend at your request and no fault is found – that call may then be chargeable at our discretion.
      9. Your Maintenance contract, subject to contract may not include charges for any replacement parts which may therefore be charged as extra. We will only repair or replace equipment, at our discretion, free of charge, where it is found faulty due to fair wear and tear (i.e. not damaged). The Company’s liability under these Maintenance Plans is strictly limited to the replacement or repairs to the installation.
      10. The Company is entitled to transfer or assign all or any of its rights in this Agreement and to perform any of its obligations through nominated subcontractors although the Company will still be responsible to the Customer for its obligations.
      11. Any variation or modification of any of the terms and conditions of this Agreement must be evidenced in writing and signed by a duly authorised representative of the Company.
      12. Throughout the duration of the installation warranty and subsequent preventative maintenance contracts, the company will protect the integrity of the installation and its bespoke programming parameters, from unauthorised tampering or changes to the system, by means of a security lock feature integrated into the control equipment (Engineer Access Code). This feature allows only authorised engineers of the company to gain access to system parameters and programming. This security code ‘lock’ will remain in effect throughout your service Upon termination of all service agreements with the company, we will release this code to the customer upon written request, free of charge.


        7. Cancellation and amendment

        1. We can withdraw, cancel or amend a quotation if it has not been accepted by you, or if the services have not started within a period of 30 days from the date of the quotation, (unless the quotation has been withdrawn).
        2. Either we or you can cancel an order for any reason prior to your acceptance or rejection of the quotation.
        3. If you want to amend any details of the Services you must tell us in writing as soon as possible. We will use reasonable endeavors to make any required changes and the additional costs will be included in the Fees and invoiced to you.
        4. If due to circumstances beyond our control. Including those set out in the clause below (Circumstances beyond a party’s control) we have to make any change in the Services or how they are provided, we will notify you We will use reasonable endeavors to keep any such changes to a minimum.
        5. If the Customer commits any breach of its obligations under the Contract and fails to remedy the same within 30 days of notice by the Company requesting the breach to be remedied, or if any payment due under this Contract is more than 30 days in arrears the Company may terminate the Contract by giving the Customer 14 days’ notice in writing of the termination. This will not prejudice the Company’s right to reclaim the payment outstanding.
        6. The Company may terminate this Agreement immediately, without advice or notice of withdrawal, should any agreed payment fail to be made within 30 days of an invoice or direct debit due payment date, orif the Customer goes into liquidation, becomes bankrupt, makes a voluntary arrangement with his creditors or has a receiver or administrator appointed.
        7. The Company reserves the right to terminate the Agreement immediately if the System or the premises are destroyed or so substantially damaged that the Company is unable to reasonably continue its obligations
        8. For Alarm Maintenance Contracts, Either the Customer or the Company may terminate this contract by giving a minimum of 60 Days’ notice in writing. Where the contract is terminated by the Customer, any unused portion of the years Maintenance contract will not be
        9. This contract is non-transferrable, and should you move from your premises the contract will cease and will not be automatically transferred to the new owner/occupier, nor will any refund be provided.
        10. If the Company is not paid the balance of the Installation Charge as set out, it may remove the System from the Customer’s premises. In this event, the Customer will be responsible for any breakage or other damage, in particular for the refitting of any floor boards, carpets or other floor coverings and to carry out any building work, decoration or making good, arising from the removal of the Equipment unless the same is caused by the failure to exercise reasonable care and skill by the Company, its employees or agents.


            8. Limitation of Company Liability

            1. The Company does not know, and shall not be deemed to know, the true value of the Customer’s property or premises and is not the insurer The installation, service or maintenance agreements do not constitute a means of insurance to the customer. The customer must make adequate third-party arrangements with a suitable insurance provider to maintain buildings and contents cover. The company accepts no liability to third parties including but not limited to insurers and underwriters where the customer has failed to notify the company in writing of any conditions which may apply to their third-party agreements or policies.
            2. Although the Installation is designed to detect or deter intrusion and reduce the risk of loss or damage, to the extent that is reasonably practicable by use of such equipment. The Company does not represent or warrant that the installation may not be neutralised, compromised or circumvented or otherwise rendered ineffective by unauthorised persons or that the System will prevent any loss by burglary, theft or otherwise. In such an event the Company shall not be liable for any loss, damage or injury suffered by the Customer or other persons. The Customer is advised to arrange sufficient insurance cover to cover such an eventuality.
            3. The Company has provided limited insurance cover for itself with indemnity claims made against it in respect of accident, injury, loss or damage. Cover also extends to ‘Failure to Perform’ or wrongful advice given unwittingly, further details of our insurance cover will be provided upon request.
            4. The Company accepts no liability for claims falling outside the ambit of the indemnity referred to in clause 43 and the customer is advised to arrange sufficient insurance cover in respect of any such claims
            5. The Company does not accept any responsibility for the costs of repairs or replacement of any part of the system resulting from fire, flood, neglect, misuse, malicious damage, electrical power surges (e.g. lightning) or other factors outside the companies control.
            6. Like all electronic equipment, although rare, the system or its components could fail to work as designed to The Company is therefore unable to guarantee that it will be operational at any specific time or for any specific period. The Company will provide details on request as to how a Customer can perform regular tests to verify that the equipment contained in the installation is operational between routine maintenance inspections carried out by the company.
            7. Where the company takes over an existing security system which was installed by others, we assume the system and any wiring associated to be in full working order at the commencement of this maintenance The Company would have no prior technical knowledge of such systems and may discover issues during subsequent maintenance visits that were not apparent when the contract was taken out.
            8. The Company shall not be liable for any loss or damage suffered by the Customer however caused, whether as a result of any failure to exercise reasonable care and skill, breach of these terms, false statement or otherwise or resulting from any unauthorised entry or burglary, theft, robbery, damage, disturbance or any other cause, in excess of the insurance cover we hold.
            9. The Company or its insurers shall not investigate any claim for loss unless the Customer has given written notice as soon as is reasonably practicable or up to 14 days, after its occurrence, or it coming to the Customer’s attention and the Customer shall give the Company and/or its insurers every facility to investigate such an occurrence.
            10. The company accepts no liability where the customer fails to notify in writing prior to contract commencement any conditions or arrangements it has with third parties. These include but are not limited to; Insurers, or This includes any specifications; essential coverage plans, response times, or key performance requirements which must met by the company on behalf of the customer; as a condition of the third-party agreement between the customer and that third party.
            11. Where the customer fails to act upon remedial work identified by the company which is of a mandatory requirement; such as but not limited to health and safety legislation, moving machine directives, or any work which may pose a liability to the customer, no liability will be accepted by the
            12. The Company shall not under any circumstances whatsoever be liable for any loss or damage however caused which was not caused directly by a breach of these terms or a failure to exercise reasonable care and skill on the part of the
            13. The customer undertakes and agrees to accept all of the terms and conditions stated within this document IN FULL upon placing a purchase order or instruction to proceed on the company.
            14. The company reserves the right to amend, update or change the terms and conditions as defined above.