Certification
Programme
Terms & Conditions

Definitions

• "Install Pros" / "we" / "us" — means Install Pros Group Ltd, a company registered in England and Wales.
• "Certified Engineer" / "you" — means any individual or business entity accepted into the Install Pros Certification Programme.
• "Programme" — means the Install Pros Certification Programme, including all associated benefits, obligations, tooling and lead distribution arrangements described in these Terms.
• "Booked Job" — means an installation appointment that has been surveyed, specified, scheduled and confirmed by Install Pros and offered to a Certified Engineer for completion.
• "Distributed Lead" — means a customer enquiry passed to a Certified Engineer where that customer has double opted in to being contacted by a vetted local installer from the Install Pros network. A Distributed Lead may only be passed where the customer has explicitly consented to contact from a third-party installer - enquiries where the customer opted in solely to speak with Install Pros directly do not qualify for distribution.
• "Pricing Schedule" — means the standardised per-item and per-install fee schedule issued by Install Pros to Certified Engineers, as updated from time to time.
• "Portal" — means the Install Pros engineer-facing digital platform providing job documentation, RAMS, sign-offs, scheduling and payment tools.
• "Services" — means the installation service categories covered by the Programme including Starlink & Satellite Broadband, Networking & Wi-Fi, CCTV & Surveillance, Security Systems, Audio Visual, and further categories as introduced by Install Pros.
• "Security System" — means any intruder alarm, access control, motion detection or integrated security installation, including but not limited to Hikvision AX Pro and Ajax Systems products.

Nature of the relationship

The Programme establishes a commercial partnership between Install Pros and Certified Engineers. It does not create an employment relationship, agency relationship, joint venture or legal partnership between the parties.

Certified Engineers operate as independent businesses and are solely responsible for their own tax affairs, insurance, legislative compliance, and the management of their own staff, subcontractors and equipment. Each Certified Engineer must maintain their own adequate public liability and any other legally required insurance at all times. The insurance held by Install Pros detailed below is carried in addition to, and does not replace, the engineer's own insurance obligations.

Where Certified Engineers operate on behalf of Install Pros on Booked Jobs, Install Pros maintains the following insurance coverage as principal contractor:

• Professional Indemnity (PI): Up to £10,000,000 per claim.
• Public Liability (PL): Up to £10,000,000 per claim.
• Employers' Liability (EL): Up to £10,000,000.
• Cyber & Data Security Insurance: Covering commercial site engagements including data breach liability.

Applies to the Install Pros operational layer only.

Acceptance & certification

Submission of an expression of interest does not guarantee acceptance into the Programme. Install Pros reserves the right to accept or decline any application at its sole discretion without being required to give reasons.

Acceptance is conditional on: (a) successful completion of any vetting or verification process; (b) agreement to these Terms in full, including the Pricing Schedule; and (c) confirmation of the services the engineer wishes to be certified in and the regions in which they intend to operate.

Certification is non-transferable. It may not be assigned, licensed or sub-contracted to a third party without the prior agreement of Install Pros.

Workmanship & general quality standards

All Certified Engineers must maintain the following standards on every Booked Job, regardless of service category:

a) Clean installation. All cabling must be routed cleanly, secured appropriately and labelled correctly. No exposed or trailing cables unless technically unavoidable and disclosed to the customer.

b) Cleanliness and property care. Engineers must wear shoe covers when working indoors, or remove footwear where appropriate, at every domestic and commercial property. Work areas must be kept tidy throughout the installation.

c) Documented testing. All systems must be tested and verified as functional prior to handover. Test records must be completed and retained or uploaded to the Portal where required.

d) Safe working practices. All work must comply with applicable British Standards, manufacturer guidelines and site-specific health and safety requirements. Safe working practices are solely the responsibility of the Certified Engineer as an independent contractor.

e) Customer conduct. Engineers must conduct themselves professionally at all times in the customer's property, arriving within the agreed time window and communicating clearly throughout.

f) Tidy handover. The customer must be walked through the installed system with clear instructions. The Starlink box and all Starlink-specific accessories must be left with the customer. All other packaging must be removed from site and disposed of responsibly.

g) Device connectivity. All applicable customer devices must be connected and verified as working before the engineer leaves site. This includes televisions, Sonos and other audio systems, printers, smart home devices and any other equipment in scope.

h) Account access & remote support. Engineers must add both support@installpros.co.uk and admin@installpros.co.uk as administrators within the Deco app and, where the platform supports it, within the Starlink app, before leaving site.

Product-specific installation standards

The following standards apply in addition to the general quality requirements set out in Clause 4. Failure to meet these standards will be treated as an incomplete handover and may result in a strike under Clause 18.

• The Starlink dish must be mounted on a structurally sound, permanent surface using appropriate fixings for the substrate. The obstruction check must be completed before any fixings are made.
• The dish must not be left on makeshift supports, placed on flat roofs without ballast or brackets, or mounted in any position that could result in movement in adverse weather.
• Where a pole mount is used, the pole must be of sufficient gauge and set depth to prevent flex or rotation.

• The Starlink cable must be routed in the most direct and discreet path available, secured at regular intervals. No cable may be left loose, coiled on the floor or hanging unsupported.
• Where the cable passes through an external wall, a brush plate or blank plate must be fitted wherever practically possible. Where the substrate (such as stone or uneven masonry) makes this impractical, the penetration must be sealed with weatherproof sealant and the exception documented.
• Cables must not trail across floors, skirting boards or worktops. Trunking should be used where practical rather than relying solely on cable clips or ties.
• A drip loop must be formed in the cable before it enters the building where the entry point is below the dish mounting position.

• The Starlink router must be placed on a stable, ventilated surface. Hardware must not be placed on carpet, in enclosed cupboards without ventilation, or anywhere operating temperature could affect performance.
• All cables at the router end must be dressed neatly.

• Every penetration through an external wall, roof or soffit must be sealed against water ingress using weatherproof sealant in addition to any plate fitted.

• A full connectivity test must be completed before the engineer leaves site, including a speed test, confirmation of satellite lock, and Wi-Fi broadcasting correctly.
• Engineers must add both support@installpros.co.uk and admin@installpros.co.uk as administrators within the Starlink app before leaving site.
• Where the installation includes a TP-Link Deco mesh network, the Deco app must be set up in full with both admin email addresses added, all nodes confirmed online, and the customer walked through the app.

• The kit ID for all installed equipment must be documented and recorded in the Portal before the engineer leaves site.
• The Starlink box and Starlink-specific accessories must be left with the customer. All other packaging removed from site.
• A handover confirmation must be completed and signed by the customer via the Portal before the engineer departs.

• All detectors, keypads, sirens and control panels must be mounted securely. Tamper switches must be active and tested on all devices.
• All zones must be individually named, configured and walk-tested before handover. No zones may be left bypassed, disabled or unnamed.
• Full app and account setup must be completed before leaving site. The Install Pros support account must be added as a secondary administrator.
• The intruder alarm must be triggered in full — including internal sounder and external siren — in the customer's presence before handover.
• The kit ID for all installed equipment must be documented and recorded in the Portal.

• Each camera must be positioned to achieve the agreed field of view. Coverage must be verified before permanently fixing cameras.
• Cables must be kept as hidden as possible; trunking should be used where practical. Cables must not trail across floors or surfaces.
• Remote access must be configured and tested before the engineer leaves site, confirmed via mobile data not just local Wi-Fi.
• The kit ID for the recorder and all cameras must be documented and recorded in the Portal before the engineer leaves site.
• A handover checklist must be completed and signed by the customer via the Portal before the engineer departs.

Standardised pricing

A core condition of certification is agreement to the Pricing Schedule issued by Install Pros. The Pricing Schedule sets out fixed per-item and per-install fees applicable to all Booked Jobs allocated through Install Pros.

The Pricing Schedule applies exclusively to Booked Jobs sourced through Install Pros and does not restrict how Certified Engineers price their own independently sourced work.

Lead distribution

As part of the Programme, Install Pros distributes customer enquiries to Certified Engineers who have opted in to the lead distribution model.

The referral fee of £25 + VAT per lead reflects the cost of customer acquisition, qualification and the double opt-in process. Every lead Install Pros sends you is single-source, pre-qualified and customer-consented. You are not competing with five other engineers for the same enquiry.

a) Double opt-in. A lead may only be distributed where the customer has double opted in to contact from a third-party installer. Enquiries where the customer has only opted in to being contacted by Install Pros directly will not be passed to Certified Engineers.

b) No volume guarantee. Install Pros makes no representation or guarantee regarding the volume, frequency or regularity of Distributed Leads.

c) Exclusivity. Where regional exclusivity has been formally confirmed in writing under Clause 11, Distributed Leads within that region and service category will be directed exclusively to the relevant Certified Engineer.

d) Monthly billing. At the end of each calendar month, Install Pros will total the leads sent and issue a VAT invoice accordingly. Payment is due within 10 days of the invoice date.

e) Engineer independence. Once a Distributed Lead is passed, the Certified Engineer is entirely responsible for all contact with, quoting of, contracting with and servicing of that customer.

f) Conduct. Certified Engineers must contact all Distributed Leads promptly and professionally. Repeated failure to follow up may result in suspension of lead distribution.

Booked Install Pros jobs

Where Install Pros offers a Booked Job to a Certified Engineer, the following conditions apply:

a) Response. Engineers must respond to Booked Job offers within 1 hour during normal working hours — either accepting or declining with a brief reason.

b) Attendance. Where a job is accepted, the engineer must attend within the agreed time window and complete the job to the standards set out in Clauses 4 and 5.

c) Documentation. All required documentation must be completed via the Portal on the day of the job, or within 24 hours where Portal access was unavailable on site.

d) Upsells. The engineer must not directly solicit additional work from the customer beyond the scope of the Booked Job without the prior knowledge of Install Pros. Organic upsells identified on site must be reported and processed through the Portal.

e) Weather checks. Engineers are responsible for checking forecasts in advance for external installations. Where adverse weather would make the installation unsafe, Install Pros must be notified no later than 7am on the day of the job.

f) Delay notification. Where an engineer is running late, they must notify Install Pros at the earliest opportunity before contacting the customer directly.

g) Non-attendance. Failure to attend a confirmed Booked Job without prior notice constitutes a first strike under Clause 18. A no-show is defined as failure to arrive within 2 hours of the agreed start time without prior notification.

Payment terms

a) Payment is conditional on the job being marked complete in the Portal, customer sign-off being received, and the invoice matching the applicable Pricing Schedule rates.

b) Install Pros reserves the right to withhold payment where a job is subject to a customer dispute or quality concern. Install Pros will seek to resolve the matter within 10 working days.

c) Invoices must be submitted by email to accounts@installpros.co.uk.

Engineer portal & data

a) Portal access is personal to the Certified Engineer and must not be shared with third parties without prior agreement from Install Pros.

b) Data generated by Install Pros — including Booked Job details and customer information — remains the sole property of Install Pros. Engineers may access this data solely for completing and documenting those specific jobs.

c) Data generated independently by the Certified Engineer within their own Portal workspace belongs to the engineer. Install Pros does not access, monitor or make any claim over this data.

d) Engineers may use the Portal calendar for their own business bookings. Install Pros will only ever see whether a time slot is marked as booked or available.

e) Install Pros will process any personal data shared by engineers in accordance with its Privacy Policy and applicable data protection legislation including UK GDPR. See also Clause 22.

Regional exclusivity

Regional exclusivity is an optional benefit that may be offered to selected Certified Engineers at Install Pros' sole discretion. It is not a default entitlement of certification.

a) Regional exclusivity, where granted, will be confirmed in writing and will specify the geographic area and service categories to which it applies.

b) Exclusivity means Install Pros will not knowingly allocate Booked Jobs or Distributed Leads in the specified region to another Certified Engineer, subject to the engineer maintaining required standards.

c) Install Pros reserves the right to withdraw regional exclusivity where an engineer fails to maintain required standards or cannot fulfil the volume of jobs in their region.

New service verticals

Install Pros may from time to time introduce new service categories into the Programme. Certified Engineers who have expressed interest in a new vertical will be offered the opportunity to extend their certification ahead of any public launch.

Where product knowledge or installation training is required, Install Pros will use reasonable endeavours to provide that training at no cost to the Certified Engineer prior to live job allocation in that category.

Ratings & certified badge

Certified Engineers are entitled to use the Install Pros Certified badge as a mark of quality.

a) Ratings are based on customer feedback, job completion data and internal quality assessments.

b) Certified Engineers are encouraged to display the Install Pros Certified badge on their website, vehicle livery, email signatures, social media profiles, quotes and invoices.

c) The badge must be used accurately and must reflect active, current certification. Engineers must not alter, distort or misrepresent their certification status.

d) Use of the Install Pros Certified badge must cease immediately upon suspension or termination of certification.

Suspension & termination

Install Pros may suspend or terminate a Certified Engineer's participation in the Programme for: (a) repeated or serious failure to meet the standards in Clauses 4 or 5; (b) submission of invoices in breach of the Pricing Schedule; (c) abusive, dishonest, discriminatory or harmful conduct; (d) failure to carry adequate insurance; (e) misuse of Install Pros branding; (f) any breach of confidentiality under Clause 16; (g) any breach of data protection obligations under Clause 22; or (h) fraud, misrepresentation or criminal conduct.

A second strike triggers automatic suspension pending review. A third strike within any 24-month period results in permanent termination.

Either party may terminate participation on 30 days' written notice to the other, without cause. Termination does not affect any outstanding payment obligations for completed and signed-off jobs.

Liability

a) Programme liability. Install Pros is not liable to any Certified Engineer for loss of income, loss of profit, loss of expected leads or jobs, or any indirect or consequential loss arising from participation in, suspension from, or termination of the Programme.

b) Engineer liability for installations. Certified Engineers are solely liable for all work they carry out, including any death, personal injury or property damage arising from the engineer's own acts or omissions. Safe working practices are the sole responsibility of the Certified Engineer as an independent contractor.

c) Insurance. Engineers must maintain adequate and current public liability insurance at all times. Where Install Pros holds subcontractor coverage as principal contractor (see Clause 2), this provides an umbrella of up to £10,000,000 across PI, PL and EL for Booked Jobs only. This does not replace or reduce the engineer's own insurance obligations.

d) Statutory liability. Nothing in these Terms limits liability for fraud or any other liability that cannot be excluded under English law.

Confidentiality

Certified Engineers agree to keep confidential all information received from Install Pros that is not publicly available, including: Pricing Schedule rates; customer data, contact details and job information; the Programme's operational processes, lead generation methods and Portal functionality.

General

a) Governing law. These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

b) Amendments. Install Pros reserves the right to amend these Terms at any time. Certified Engineers will be given no less than 30 days' notice of any material changes. Continued participation constitutes acceptance of updated Terms.

c) Entire agreement. These Terms, together with the Pricing Schedule and any written exclusivity agreement, constitute the entire agreement between the parties in relation to the Programme.

d) Severability. If any provision is found to be unenforceable or invalid, the remaining provisions continue in full force and effect.

Strike system & engineer conduct

Install Pros operates a formal strike system to maintain the quality and reliability of the network. The following actions each constitute a strike:

a) Leaving site without full system activation. All installed systems must be fully activated, tested and confirmed as operational before the engineer leaves site.

b) Failure to configure app accounts. Engineers must add both support@installpros.co.uk and admin@installpros.co.uk as administrators within the Deco and Starlink apps before leaving site. Failure constitutes a strike.

c) Failure to meet cable management standards. Leaving cables trailing across floors, skirting boards or worktops constitutes a strike. Where brush or blank plates cannot be fitted due to substrate type (e.g. stone or uneven masonry), the penetration must be sealed and the exception documented — undocumented exceptions will be treated as a strike.

d) Failure to cooperate with tech support. Persistent failure to respond or cooperate with the Install Pros tech support team when contacted regarding a completed job constitutes a strike.

e) Non-attendance without notification. Failure to attend a confirmed Booked Job without prior notice by 7am on the day constitutes a strike.

Invoice requirements

For an invoice to be valid and eligible for payment, it must include all of the following:

• a) Full legal name or company name, trading name if different, address, email, phone number and VAT registration number where applicable.
• b) A unique sequential invoice number and the date of issue.
• c) The unique job reference number assigned by Install Pros via the Portal.
• d) Customer name and installation address as recorded in the Portal.
• e) The date on which the work was carried out.
• f) A line-by-line breakdown of all work completed, corresponding to the Pricing Schedule. Bundled or lump-sum invoices will not be accepted.
• g) Clear calculation of the subtotal, VAT at the applicable rate, and the total amount due.
• h) The engineer's bank account name, sort code and account number for payment.

All invoices must be submitted by email to accounts@installpros.co.uk.

Portal availability commitment

Certified Engineers must maintain accurate, up-to-date availability within the Portal at all times.

a) Engineers must keep their availability calendar current and updated promptly whenever circumstances change.

b) Engineers must respond to job offers within 1 hour during normal working hours. Repeated failure to respond will affect allocation priority.

c) Engineers who maintain consistent, accurate availability will receive priority allocation of Booked Jobs and Distributed Leads.

Tech support protocol

a) First-line resolution. Install Pros tech support handles all initial customer-reported issues remotely before reaching out to the installing engineer. Engineers must ensure both support@installpros.co.uk and admin@installpros.co.uk are added to all Deco, Hikvision, Ajax and Starlink administrator accounts.

b) Engineer escalation. Where remote resolution is not possible, the installing engineer will be contacted and must respond within 4 working hours during normal working hours.

c) Respect and professionalism. Certified Engineers must treat all members of the Install Pros tech support team with professionalism and respect. Conduct that is dismissive or abusive will be treated as a conduct issue under Clause 18.

d) Return visits. Where a return visit relates to the quality of the original installation, the engineer is expected to return free of charge if the fault arises within 14 days. Faults arising more than 14 days after the original date, or caused by customer interference or third-party activity, are subject to a callout rate of £120 + VAT. All callout billing is managed by Install Pros.

Data protection & GDPR

Both Install Pros and Certified Engineers are independently responsible for complying with all applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

a) Independent data controllers. Where a Certified Engineer independently processes personal data belonging to a customer introduced via a Distributed Lead, the engineer acts as an independent data controller and is solely responsible for compliance with UK GDPR.

b) Install Pros customer data. Customer data provided to a Certified Engineer in connection with a Booked Job remains the property of Install Pros. Engineers must not retain this data beyond job completion, or use it for any marketing, commercial or other purpose.

c) Data security. Certified Engineers must implement appropriate technical and organisational measures to protect any personal data processed in connection with the Programme against unauthorised access, loss or disclosure.

d) Data breaches. Where a Certified Engineer becomes aware of any actual or suspected breach of personal data in connection with Programme activities, they must notify Install Pros within 24 hours of becoming aware.

e) Subcontractors. Engineers must not share Install Pros customer data with subcontractors without prior written agreement from Install Pros.

f) Lead data and consent. Certified Engineers must not add Distributed Lead data to third-party marketing lists or CRM systems without the explicit and informed consent of the individual concerned.

g) Compliance and audit. Persistent or serious non-compliance with this Clause will be treated as grounds for immediate suspension or termination under Clause 14.

Lead Referral Fee Schedule

At the end of each calendar month, Install Pros will total the number of pre-qualified leads sent to the engineer during that period and issue a VAT invoice accordingly. Payment is due within 10 days of the invoice date.

The referral fee reflects Install Pros' investment in customer acquisition, qualification and the double opt-in process applied to every lead. Once a lead is passed, it is entirely the responsibility of the Certified Engineer to apply their own sales ability, provide competitive quotes and convert the opportunity.