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Security Support Plan T&C’s

SECURITY DIVISION

InstallPros Care Plan – Terms & Conditions

Please keep these terms with your handover pack. They set out what your Care Plan and, where applicable, your 5-Year Protection cover – and what they do not.

These terms apply to the InstallPros Care Plan provided by InstallPros Group Ltd (company number 14896859) (“InstallPros”, “we”, “us”). By taking out a Plan you (“you”, “the customer”) agree to these terms. “System” means the security and/or CCTV equipment we have installed or maintain for you. “Plan” means the Care Plan tier you have chosen.

1. Free support, and what your Plan adds

  • Free for life: every InstallPros customer receives unlimited WhatsApp and phone technical support for the life of their system, whether or not they hold a Plan – fault diagnosis, app help and connection troubleshooting (see clause 5). No Plan is required for this support.
  • Annual Care is a maintenance plan. It adds a comprehensive annual system health check, firmware monitoring, priority in the support queue, a dedicated account manager and a reduced on-site call-out rate.
  • Annual Care + 5-Year Protection adds full protection: our lowest on-site call-out rate, an annual on-site service visit, advanced diagnostics, discounted replacement parts, a half-price System relocation (one per plan year, clause 4), and the extended workmanship warranty in clause 3.
  • Plan benefits (other than the free lifetime support) apply only while your Plan is active and payment is up to date.

2. What your Plan does not include

  • It is not insurance, and not an alarm-monitoring, police or keyholder response service (unless purchased as an add-on under clause 6). It does not guarantee against burglary, intrusion, loss, damage or false alarms.
  • Replacement hardware and parts are not included and are chargeable. Hardware faults are covered, if at all, by the manufacturer’s warranty, not by us.
  • It does not cover faults or damage caused by anyone other than us, by misuse, or by causes outside our control (see clause 3).
  • General IT support unrelated to the System (e.g. computers, printers, email) is not included.

3. Workmanship warranty – standard and extended

Standard:

  • Every InstallPros installation includes a 2-year workmanship warranty from the date of installation, covering defects in the workmanship of the installation we carried out (or that our authorised subcontractor carried out on our behalf).

Extended (Annual Care + 5-Year Protection only):

  • Your workmanship warranty is extended to 5 years from the date of installation. Years 3 to 5 of the warranty apply only while your Protection plan is continuously maintained and paid up to date; if the Plan lapses or is not renewed, the extended cover ends immediately (your statutory rights and the standard 2-year warranty period are unaffected).

What the warranty does not cover:

  • Manufacturer hardware faults; batteries, consumables and wear and tear; accidental damage, misuse, neglect or tampering; work, changes or additions by anyone other than us or our authorised subcontractor; equipment not supplied by us; damage from power, internet, network or environmental causes; and events outside our reasonable control.

Conditions and remedy:

  • The warranty is void if anyone other than us or our authorised subcontractor works on the System, or if you do not maintain the System reasonably. Our sole obligation is to repair or re-perform the defective workmanship, at our discretion, within a reasonable time. It is not an upgrade, replacement or money-back guarantee.

Making a claim:

  • Tell us as soon as you notice an issue (call, WhatsApp or email) and give us reasonable access to inspect and put it right.

4. Relocation benefit (Annual Care + 5-Year Protection only)

  • Once per plan year you can have your existing System taken down and reinstalled, like-for-like, at one new address of yours in mainland Great Britain, with take-down and reinstall labour charged at 50% of our standard rate.
  • New or replacement parts, cabling, containment, decoration or making-good, additional devices, and any alterations to the design are chargeable in full.
  • Wired systems and non-standard properties are subject to a survey and feasibility; where a like-for-like reinstall is not practicable we will quote for the difference.
  • Please give at least 14 days’ notice to book. The relocation does not restart or extend the warranty, and the benefit cannot be carried over, transferred or exchanged for cash.

5. Support, call-outs and response

  • Your free lifetime WhatsApp and phone support, and any Plan support, is provided remotely on a reasonable-endeavours basis during our normal business hours. We do not guarantee any particular response or fix time – this is not a service-level agreement.
  • Support is subject to fair use: it covers the reasonable needs of the System at the installation address, and does not extend to unrelated IT or to systems we did not install.
  • Where an on-site visit is needed, it is charged at your call-out rate: £185+VAT with no Plan, £110+VAT on Annual Care, and £90+VAT on Annual Care + 5-Year Protection.
  • In every case – including included and discounted call-outs – replacement parts, hardware and cabling are chargeable, and visits cover only faults in the System we installed (not damage, misuse, third-party work, or additions and changes to the System).

6. Add-on services (if purchased)

  • Monitored alarm response and keyholding / mobile response services are available as add-ons to any Plan. They are delivered through specialist third-party providers (SSAIB-accredited monitoring and ACS-accredited response partners) and are subject to the provider’s terms, your System meeting the required specification and signalling, and any attendance or per-event fees.
  • Any attendance or response times quoted for monitoring or responder services are network averages or targets, not guarantees.
  • Police-response (URN) service is only available where the certificating installer holds the required accreditation and a URN has been issued for your System; where a URN applies, ongoing maintenance is a condition of the service.

7. Fees, payment and renewal

  • Plan and add-on fees are payable annually in advance and are exclusive of VAT.
  • There is no subscription and no automatic renewal. Your Plan runs for the term paid; to continue, you choose to renew and we send you a payment link.
  • Prices may change at renewal. Benefits (including the extended warranty) apply only while your Plan is active and payment is up to date.

8. Cancellation and refunds

  • Where you are a consumer, any statutory cancellation rights that apply to you are unaffected. Where support or work has begun with your agreement, or where you are a business customer, fees already paid are non-refundable except at our discretion.
  • We may suspend or end your Plan (and any extended warranty) if payment is not maintained, or in the event of abuse or misuse.

9. Your responsibilities

  • Keep your Plan payment up to date; maintain the System reasonably; do not allow anyone other than us to work on it; and give us reasonable access when needed.
  • Where CCTV is installed, you are the data controller: you are responsible for CCTV signage and for complying with data-protection law.

10. Data protection

  • We process limited personal data to provide the Plan and support, in line with our privacy policy. For your CCTV, you remain the data controller.

11. Our liability

  • Nothing in these terms limits liability that cannot be limited by law, including death or personal injury caused by our negligence, or fraud.
  • Subject to that, our total liability in connection with the Plan is limited to the fees you have paid us for the Plan in the 12 months before the claim.
  • We are not liable for indirect or consequential loss, loss of profit, business, data or goodwill, or for loss arising from crime, intrusion or the events the System is intended to deter. The Plan and warranty do not extend our liability beyond this.

12. Subcontractors

  • We may carry out work using vetted subcontractors. We remain your point of contact and retain responsibility for the service under these terms.

13. General

  • These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.
  • These terms, together with your handover pack, form the agreement for your Plan and prevail over any conflicting statement. If any part is unenforceable, the rest continues to apply. We may update these terms; the version provided with your current Plan applies for its term.

 

InstallPros Group Ltd · Company No. 14896859 · VAT GB456635174 · installpros.co.uk · These terms are published at https://installpros.co.uk/installpros-security-support-plan/